Troubleshoot Errors

Use the following table to troubleshoot issues and resolve problems you may encounter with the CloudLink Gateway and Mitel Administration.

Note: A standalone platform with an external Gateway appliance requires a DHCP server on the LAN. If a DHCP server is not running, the Gateway appliance will be unable to obtain an IP address and will not function correctly.

Accessing the Gateway Appliance

Message (Issue)	Possible reason	Try this
Update Error on an SMBC platform (Problem with downloading an update to an embedded Gateway)	The Gateway might not be able to connect to https://download.mitel.io/.	An Administrator can apply the "Restart" command to the Mitel-CloudLink Gateway in the Software > Applications screen of the SMB Controller Manager admin console.
Unable to connect to CloudLink Gateway ( http://cloudlink.local/ does not resolve)	No DHCP server or DHCP server failed to allocate an IP address.	Log in to the domain DHCP server and try to locate the CloudLink Gateway.
	Did not use the http:// prefix	Connect using an "http://" prefixed IP address (for example, http://192.168.0.1)
	Bonjour service not installed or working.	Uninstall and then reinstall Bonjour Print Services.
	Unsupported browser	Use a supported browser
Access Denied (You are not allowed to access this page on the Mitel MiAccess site)	The CloudLink 'policy' has not yet been assigned to you.	Contact the Mitel MiAccess Administrator in your organization to request this access.
Update Error on a standalone platform (Problem with downloading an update to an external Gateway)	The Gateway might not be able to connect to https://download.mitel.io/. The Gateway may not be able to resolve https://download.mitel.io/.	Check firewall settings to see if outgoing 'https' access to https://download.mitel.io/ is permitted. Check DHCP configuration to check whether there is a DNS server provided to the Gateway. Ping download.mitel.io from a machine connected to the same LAN subnet as the Gateway. The Gateway Appliance Software Update topic provides more information.
Lost Connection to Gateway (The connection to the Gateway appliance is not working)	Your browser is not able to communicate with the gateway.	Generally, this is a temporary condition encountered when key services are not running inside the Gateway. If this condition persists for an unusual length of time (more than 15 minutes) then reset the Gateway by pressing the Recessed button.
The update operation did not succeed (There was a problem with downloading an update to the Gateway)	Power outage	Ensure that the MiVoice 400 and the Gateway are always connected to a UPS.
Update Error (network not reachable)	DNS or firewall issue	Ensure that the customer network including Firewall/Gateway network is configured properly.
Get "https://download.mitel.io/compat.yaml?timestamp=1676355747592924443": dial tcp: lookup download.mitel.io on <dns-sever-ip>:53: read udp <gateway-ip>:<src-port> -><dns-sever-ip>:53: read: connection refused Get "https://download.mitel.io/compat.yaml?timestamp=1676357072469896898": dial tcp: lookup download.mitel.io on <dns-server-ip>:53: read udp <gateway-ip>:<src-port>-><dns-server-ip>:53: i/o timeout	The DNS server might be blocked by firewall or configured DNS server is incorrect.	Ensure that the DNS Server configuration on the Gateway and firewall is configuration is correct.
Get "https://download.mitel.io/compat.yaml?timestamp=1676356165676153908": dial tcp <ip-address>:443: connect: connection refused No Internet connectivity: host not reachable: mitel.io:443: dial tcp <ip-address>:443: i/o timeout	download.mitel.io might be blocked by firewall.	Ensure that the gateway has access to download.mitel.io.
CLGW_ALARM_CRITICAL_PHASE_FAILED	Power interruption when software update was in progress.	Power cycle the gateway. The system will attempt to reset to factory default and start the update process again.
CloudLink Gateway unable to connect to PBX when PBX deployed with MSL	IP address of gateway is not responded due to MSL rejecting connection.	Make sure the IP address of the gateway is included in the MSL trusted networks.
SIP peer on the MiVB is out of service	MiVB database uses 20 trunk service numbers.	The CloudLink Gateway uses Trunk Service 78 on the MiVB. If the MiVB database has been flexed to have less than 78 Trunk Service groups, then it will need to be re-flexed to have at least that many Trunk Service groups to allow the Gateway to use Trunk Service 78.

Accessing the CloudLink Gateway Portal

Message (Issue)	Possible reason	Try this
Invalid email address	When configuring admin contacts or support contacts, or sending Welcome emails, you are unable to validate email addresses.	The CloudLink Platform validates a user's email address before accepting it. In general, role-based email addresses (for example admin@, help@, support@, info@, and so on.) are not accepted by the CloudLink Platform and are flagged as invalid, contact your Administrator or Mitel Technical Support.
Error occurred while sending welcome email. Please try again	When sending welcome emails, the email validation service flags the email to be invalid.	The email address is spelt incorrectly The email server or hosted domain has restrictive response policies Email Users which frequently report spam There may be other reasons for the email to be flagged as invalid, contact your Administrator or Mitel Technical Support.
Welcome email not received	Users having role based emails are not accepted by the CloudLink Platform.	It's against industry practice to use role based emails as they encourage poor security practices such as credential sharing and fraud. Individual accounts are more secure with unique logins and clear accountability. Additionally, once a user logged into the system, these users would share a chat and call history eroding personnel privacy. Examples of role based emails include `admin`, `help`, `support`, and `info`. CloudLink rejects role based emails. However, while some limited cases exist, manually allowing role-based email is discouraged. If this is required, contact your Administrator or Mitel Technical Support.

Message (Issue)

Possible reason

Try this

Invalid email address

When configuring admin contacts or support contacts, or sending Welcome emails, you are unable to validate email addresses.

The CloudLink Platform validates a user's email address before accepting it. In general, role-based email addresses (for example admin@, help@, support@, info@, and so on.) are not accepted by the CloudLink Platform and are flagged as invalid, contact your Administrator or Mitel Technical Support.

Error occurred while sending welcome email. Please try again

When sending welcome emails, the email validation service flags the email to be invalid.

The email address is spelt incorrectly
The email server or hosted domain has restrictive response policies
Email Users which frequently report spam

There may be other reasons for the email to be flagged as invalid, contact your Administrator or Mitel Technical Support.

Welcome email not received

Users having role based emails are not accepted by the CloudLink Platform.

It's against industry practice to use role based emails as they encourage poor security practices such as credential sharing and fraud. Individual accounts are more secure with unique logins and clear accountability. Additionally, once a user logged into the system, these users would share a chat and call history eroding personnel privacy. Examples of role based emails include admin, help, support, and info.

CloudLink rejects role based emails. However, while some limited cases exist, manually allowing role-based email is discouraged. If this is required, contact your Administrator or Mitel Technical Support.

For more information about downloading gateway logs see, Gateway.

For more information about configuring prerequisites see, Configuration Prerequisites.

If you need further assistance, contact Mitel Partner Technical Support via a login at https://www.mitel.com/en-ca/login.

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