Imagicle :: Administration Guides and Knowledge Base

FAQ and Solutions

	How to remove users no longer available in import source Applies to: Imagicle Application Suite ver. 2019.Summer.1.h2 or newer Description During a IAS users' synch, you can automatically remove all those "synched" users no longer available into the import source, also when deleted user is the last one or when there are no additional users coming...
	22 Nov, 2019 Views: 273

	Notifications (mail / snmp trap) related to MAM events may no longer be sent Applies to Windows Server 2019 Application Suite all versions Description Notifications (mail / snmp trap) related to MAM events may no longer be sent to administrators and the MAM events could be not saved on Windows event viewer. Troubleshooting: Check "Event Log" service crash in...
	21 Nov, 2019 Views: 248

	How to monitor UCX Suite Performance Counters Applies to: Cisco/Cross-Platform/Microsoft Teams UCX Suite, rel. 2020.Winter.1 and above Description A number of performance counter has been added in Imagicle UCX Suite, to monitor applications usage for statistics and troubleshooting purposes. These counters are transmitted back to...
	08 Nov, 2023 Views: 343

	Imagicle Presence SIP/SIMPLE Connector service does not start on Microsoft Windows Server 2016/2019 Applies to Windows Server 2016/2019 Description Imagicle Presence SIP/SIMPLE Connector service doesn't start on Microsoft Windows Server 2016/2019 The service remains in "starting" and in the log file <StonevoiceAS>\Var\Log\Presence.SipConnector.Service\Presence.log you can find: INFO...
	24 Mar, 2020 Views: 362

	Error during user sync : System.InvalidOperationException: There is an error in XML document (0, 0). ---> System.Xml.XmlException: Root element is missing Description Error during users Sync System.InvalidOperationException: There is an error in XML document (0, 0). > System.Xml.XmlException: Root element is missing. Cause This file <StonevoiceAS>\Apps\Fw\Report\FW.Sync.Reporting.xml is empty Solution In order to fix the issue,...
	23 Apr, 2020 Views: 801

	Secure LDAP mandatory for Active Directory connections (Microsoft Security Advisory ADV190023) Description As of March 2020, Microsoft is updating security requirements for LDAP connections to Active Directory. After this update, Secure LDAP (LDAPS) will become mandatory for all LDAP connections to Active Directory. LDAP connections to Active Directory will not work unless Secure LDAP is...
	23 Dec, 2021 Views: 575

	Setup shows an error regarding the failure of InstallUtil.exe Applies to Any IAS Version Description While running the IAS installer you could encounter the following error: Program "InstallUtil.exe" returned error code -1 Cause The %TEMP% system environment variable may be pointing to a folder that doesn't exist. To check if this is the case,...
	13 Jul, 2020 Views: 277

	An error is displayed on the top left of the Imagicle Application Suite web page Description In Google Chrome you can see: An error occured on the server when processing the URL. Please contact the system administrator. If you are the system administrator please click here to find out more about this error In Internet Explorer you can see The website cannot display...
	14 Jul, 2020 Views: 372

	How to change server IP Address or Hostname in a Standalone server or in a Cluster Enviroment Description: How to change server IP Address or hostname in a Standalone server or in a Cluster Enviroment. How-to: Change the IP Address or Hostname in a Standalone server (One server only). Change IP or machine hostname. Open folder \\StonevoiceAS\System Run...
	12 Apr, 2023 Views: 1350

	How to change Application Suite default language Description: How to change Application Suite default language. - Web interface - Default audio files How-to: Connect to the Imagicle Server via RDP Edit with Notepad \StonevoiceAS\System\SvSasPlatforms.ini Change PackageAppLang= en = English it = Italian fr = French de = German es =...
	21 Jan, 2021 Views: 779

	Error while configuring Internet Information Services: Phase: Removing old IIS application pool Description During the updgrade of the Application Suite this error occurs: Error while configuring Internet Information Services: Phase: Removing old IIS application pool Cause The issue is related to a wrong configuration of IIS. Solution Open IIS (Internet Information Services...
	05 Aug, 2020 Views: 150

	The Imagicle Licensing service does not start Description The Imagicle Licensing service does not start In the Windows Service Panel the Imagicle Licensing Service tries to start but it fails. In the Event Viewer an error message appears: Application: ApplicationSuite.Protection.ComService.exe Framework Version: v4.0.30319 Description: The...
	02 Nov, 2020 Views: 286

	How to increase the Private Memory limit of the IAS Application Pool Description In some circustances when an high number of users is interacting with the web services of the IAS, a worker process serving the application pool 'StoneAppPool' could request a recycle because it reached its private bytes memory limit, causing all the active web...
	25 Sep, 2023 Views: 1926

	Powershell.exe error during the update to Summer 2020 and the startup type of Imagicle Services will be set in Manual Description Upgrade on a Windows 2008 R2 machine could fail and the startup type of Imagicle Services will be set in Manual During the update a popup error message indicates a problem with powershell.exe The problem occurs in Windows 2008R2 only. Cause The problem is related to a bug...
	30 Nov, 2020 Views: 128

	Migrating SQL Database to a different SQL instance (including commercial, internal, external) Applies to: Any UC Suite where a DB migration is needed. Description: This article describes how to install, configure, or migrate the UC Suite SQL server database to a new SQL Server instance (either commercial, internal or external). The latter can be deployed on the same VM or an external...
	31 Mar, 2023 Views: 980

	AXL blanks users data if ImagicleCTI CUCM Application User does not have the correct permission and the AXL process can hang Applies to Imagicle AppSuite for Cisco UC Description Users already configured and working might randomy be found without fields such as the extension number, email, mac address etc. This will in turn cause various issues with the AppSuite components, eg. calls not being recorded, faxes not...
	23 Dec, 2021 Views: 392

	User synchronization not working anymore after the update to Winter 2021.1 Applies to Imagicle Suites older than 2021 and updated to Winter 2021.1 that synchronize the MAC address field of users. Description If you update to Winter 2021.1, with user synchronization active towards the CUCM and the mac address field is synchronized, at the end of the update the user...
	30 Jan, 2021 Views: 745

	How to enable the automatic DB maintenance Description: This article describes how to enable the automatic execution of the suite database maintenance, to preserve the DB efficiency. The maintenance will execute every day at a configurable time. Since the execution could slow down some operations, it is recommended to schedule the...
	07 May, 2021 Views: 282

	How to install and use a certificate on Imagicle UC Suite server Applies to: Application Suite version 2014.3 or higher Windows Server 2008 or higher Description: How to install a custom certificate on the UC Suite server to allow encryption. How-to: It is possible to upload and use the following types of certificates for different functionalities...
	08 Apr, 2021 Views: 1766

	Aspnet_compiler.exe returned error code 1 during update Description An error related to aspnet_compiler.exe occured during update check the installation logs %temp%\SetupLogXXXXXXXX.txt 2021-06-04 14:52:03.740 Operation 2021-06-04 14:52:03.740 Name: PIOPrecompileIISAppForBib 2021-06-04 14:52:03.740 Executing:...
	23 Dec, 2021 Views: 426

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