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Knowledge Base

Failure to Log In to the ESpaceMediaTeller.html Page

Publication Date:  2015-06-30  |   Views:  101  |   Downloads:  0  |   Document ID:  EKB1000081031


Issue Description

After a user opens the ESpaceMediaTeller.html page, the OCX control initialization success event is displayed in the log area on the right. After a teller attempts to log in to a VTA with an account, the message indicating a login failure is displayed.

Handling Process

Step 1 Check whether the MCC IP address is available in the IP address whitelist of the CTI platform. If yes, go to the next step. If no, add the MCC IP address to the IP address whitelist and restart the MCC service.
Step 2 Check the MCC startup log /home/Elpis/tomcat6/logs/catalina.out for the following information:
Create CCS connection.....OK
The CCS version is eSpace CTI V300R005C50SPC005
Step 3 If the information "Create CCS connection.....OK" is not displayed, the icdcomm process is not started on the MCC server. Start the icdcomm process and restart the MCC service.
Step 4 Verify that the CTI platform of the latest version is installed. If the CTI version is an earlier one, upgrade the CTI version to the latest one and restart the MCC service.
Step 5 Open the ESpaceMediaTeller.html page again and re-log in to the VTA.

Root Cause

The possible causes are as follows:
 The MCC server fails to connect to the CTI platform.
 The CTI version is incorrect.