User login error "Cannot authenticate with the notification service"

[iptsupport]

Hello , 

UCCX version 10.5.1

I configured new agent  aand he get's the error 

Cannot authenticate with the notification service. There may be a configuration mismatch. Please contact your administrator.

I can't find any problem with the configuration .

I found this link :

http://docwiki.cisco.com/wiki/Desktop:_Newly_created_agent_cannot_sign_in

but it didn't help .This user is able to login to the self care portal in CUCM .

Any idea? 

[jeckert]

Don't know. we were not going into full production until the next day when it was restarted, so very few were logged in and no one said anything

[ahmad_tamneh]

Restart the Notification service in UCCX solve the issue with me

[PhonesRUs]

Has anyone ever got a clear answer if this is service impacting?

I have this issue, I've fixed it after-hours doing this fix - but it seems to come back when I reuse agent extensions on 10.5.1 and it would be nice to be able to do a real quick single service restart at lunch rather than waiting till 9-10pm when the call centre closes.

I can basically reproduce it by deleting agent (old) and creating agent (new) by renaming a device profile, or reusing an old extension that was previously used on a new user. Then first try it will bork up and restarting the service fixes it.

We're replacing all this with new servers and 11.5 CUCM / 11.6 UCCX soon so upgrading an off-support, out of warranty C200 setup is a little more excitement than I'm willing to venture on with this customer.

Anyone?

[jim-j]

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@PhonesRUs wrote:

Has anyone ever got a clear answer if this is service impacting?

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• With UCCX 10.5.2 it causes agents to drop out of Finesse for ~ 5 minutes, details below:
• Immediately after restarting the "Cisco Unified CCX Notification Service" my agent Finesse windows display "Live Data is not available" and start a countdown from 60 seconds
• After ~ 2 minutes they get this error:
  • "Request to server timed out. Refresh the page. If the condition persists, contact your administrator."
• After ~ 5 minutes it should automatically sign agents back into Finesse (if not refresh the page or restart your browser)
• Note this doesn't affect active calls or calls in queue (but callers in queue will need to wait for agents to become available in Finesse again before the calls are delivered)

[alexdiazny]

This was dead on.  Thank you Nishad!

[PSlush]

Hi all,

I have no idea if this will be the case for everyone, but we had this error for a user here today.  The only odd thing I could find was that the user's phone for some reason was associated to 3 different end user profiles in CUCM.  We removed the extra user associations and that resolved the issue right away.

Maybe just a coincidence but it's worth checking if you have the same error coming up.

[vamsc_ece]

Hello All

For a similar situation, we had our agents switched from IE to Chrome browser and it fixed the issue. Did not restart any service. Not sure if the same can be applied to other environments, but worth a try. Good Luck Everyone!

[alerts000300]

I just ran into this same issue after renaming a user account last night. I discovered after logging into Finesse the supervisor screen was showing the users old name even though I had set the user up again in UCCX and was seeing her updated name in CCX Administration. Restarting the Tomcat and Notification services on that server wasn't an option as it would kick all users out of Finesse so I am holding off to do this outside of business hours. I did, however, come up with a workaround that is allowing the user to get into Finesse for the remainder of the day. We have a HA environment so I decided to try logging into Finesse on our secondary UCCX server at our DR location. Once I got in I found the user was showing up correctly with her updated name. I sent the user the URL to log into Finesse on the HA server and it worked perfectly. Before long she had already taken a call and she showed up correctly for me in Finesse as long as I was also logged into the secondary server. Hopefully this helps others that run into the same situation!