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? 

[Chris Deren]

Is the user's phone associated with "rmuser"?

What model of phone are you using?

Does the agent appear in CCX?

Remember the login is case sensitive, so ensure you login as the name appears in CUCM.

[iptsupport]

Is the user's phone associated with "rmuser"? YES

What model of phone are you using? 7861

Does the agent appear in CCX? YES

Remember the login is case sensitive, so ensure you login as the name appears in CUCM.

This is new agent maybe I forgot something ? 

[Chris Deren]

What user groups is the end user assigned to in CUCM?

[iptsupport]

Please check the picture 

[Chris Deren]

Looks good, so are other existing agents able to login fine?

What is max number of calls and busy trigger set to on the ACD DN?

Check your Common Phone configuration assigned to the agent's phone to ensure ipv6 is not selected, this is a common mistake these days.

[iptsupport]

Other don't have problem to login . 

What is max number of calls and busy trigger set to on the ACD DN? Where I check this configuration ? 

There was no Common Phone configuration   in this PBX 

[Chris Deren]

I meant "Common Device Configuration" instead.

[iptsupport]

Still doesn't work . 

I used rtmt to take log of CCX Notification Service .

I found this lines : 

CcxAuthProvider:  Authentication request received: username=test

CcxAuthProvider:   Validating authentication with AXL provider for be

CcxAuthProvider:   Authentication success for user ID: test

User Login Failed. PLAIN authentication failed for: null

CcxAuthProvider:  Authentication request received: username=test

CcxAuthProvider:   Validating authentication with AXL provider for be

CcxAuthProvider:   Authentication success for user ID: test

User Login Failed. PLAIN authentication failed for: null

Does it  says anything to you ? 

[jeckert]

Did you find a solution for this?

[pradoc]

I discovered that if you have multiple devices associated with the application user and they are all online then this message will appear.  Disassociated all devices but the one & it then could login to Finesse

[Nishad Ismail]

Restart the Notification service in UCCX 

It will fix the issue

[jeckert]

Yep, that got that answer from TAC last week and it worked. 

"Restart the Notification service in UCCX "

[M Rinaldy Aulia]

hi jeckert, did restarting service will impact to current agent that already login?

[Nishad Ismail]

CCX notification service is important to the functionality of the Finesse Desktop, so much so that if it stops working Finesse will stop working.  It will also cause it to not failover to the secondary server.  So if this service dies, your agents will no longer work because the Finesse services on the HA server will remain OUT_OF_SERVICE.  When the notification service comes back up, agents will have to re-login.