Troubleshooting IDS

This section provides guidelines to help resolve IDS synchronization issues.

Follow the checklist below to determine why the synchronization failed and obtain a solution. The first three steps should be adequate in most cases.

1. Scheduler form

2. Select the scheduled IDS synchronization event. Check the event status – pending, started, delayed, successful, failed. Failed and delayed events include an error message indicating the nature of the problem, such as "delayed due to IDS sync". Successful events include a summary message. If the event has failed, go to step 3.

2. All Maintenance/Software Logs form

3. Search and read the logs from the IDS source.

3. IDS Data Management form

4. Check for outstanding updates and their status. Detained and failed updates include a message indicating the nature of the problem.

4. Confirm that the MiVoice Business IDS contact point is connected to an Active Directory server. Although it is possible to connect to other LDAP directory servers, Active Directory is preferred because it support paged queries, which the IDS synchronization operation employs.

5. User Service Data to LDAP Attributes Mapping form

• If the expected data is not synchronized and there is no error message or log, check the data mapping. Confirm that the correct standard LDAP attributes are used in the mapping to retrieve and synchronize the data. 

  NOTES

  • If the mapping is not specified for an optional field then the data for that field will not be synchronized. For example, if the mapping for department data is not specified, then the department data will not be synchronized between the directory server and MiVoice Business users. It may be intentional to synchronize partial user data and hence there is no error log. You should confirm that the data that has been configured matches your intent.

  • If you are migrating from OPS Manager, bear in mind that the data managed by MiVoice Business IDS is a subset of the data managed by OPS Manager IDS. This means that not all the OPS IDS attributes such as device type and prime (that can be set via the OPS Manager Active Directory snap-in) are synchronized to MiVoice Business. For this reason, you should use the Active Directory Users and Computers (ADUC) Attributes Editor tab to configure IDS-managed data on the directory server. The OPS Manager AD snap-in is not supported.

  • Only one type of directory server is supported: Microsoft Active Directory Server.

   

6. For a Global Catalog (GC) query, if not all the expected data is synchronized, check the multi domains configuration. Since GC queries are restricted to a single AD forest, if the MiVoice Business IDS contact point is connected to multiple GCs in different forests, the query will be performed only on the first GC. If you want to query domains in different forests, program a non-GC query when you perform IDS synchronization. See Support for Multiple Domains for more information.

7. For a memory usage problem, confirm that the platform used for the MiVoice Business IDS contact point is capable of handling the expected load. To manage memory usage:

• If the SDS network has a large number of users and a variety of platform types, select the controller with the largest hard drive as the MiVoice Business IDS contact point. For example, select an MXe controller with a 40 GB hard drive rather than an AX controller with a 2 GB hard drive.

• If the SDS network has fewer users, an AX controller can be used as the MiVoice Business IDS contact point; however, set the Maximum sets of IDS sync results to "1" in order to limit memory usage.

• To limit memory usage, process all outstanding updates in the IDS Data Management form. Failed updates should be corrected and detained updates should be reviewed and processed. Optimally, the form should be empty, with all updates either processed or deleted. If the form contains more than 50,000 outstanding updates, synchronization will fail.

• Although the contents of the IDS Data Management form are not included in backup and restore operations, the outstanding updates do persist in a database file. If this file becomes too large, boot time will increase. For this reason, manage the outstanding records on a regular basis.

8. If you cannot resolve the problem, contact Mitel Technical Support for assistance. If necessary, access the Scheduler form ( ) and perform a File Transfer of the IDS synchronization files.

 

• Implementing MiVoice Business IDS on an SDS Network

• Migrating from OPS Manager IDS to MiVoice Business IDS