General Troubleshooting

Check that Windows Desktop Experience is installed on the Windows server running Revolution. Desktop Experience is a feature that comes with Windows server. Install it as you would any other Windows server feature.

Do you have a virus scanner running that's blocking installation?

When your network experiences heavy traffic, some data gets dropped, which might include audio packets sent with notifications. We recommend creating a Windows Policy-based QoS (Quality of Service) for the multicast IP address used in Revolution. This sets a priority tag for multicast traffic coming from Revolution, which keeps audio packets from being dropped when network traffic is high.

This only works if your network switch supports QoS and you have it enabled.

Perform these steps on your Revolution server.

Note: Requires rebooting the Revolution server.

1. Run gpedit.msc.
2. Select Computer Configuration > Windows Settings.
3. Right-click Policy-based QoS and click Create New Policy.



4. Enter a descriptive Policy name.
5. Specify DSCP Value as 46.
6. Leave Specify Outbound Throttle Rate unchecked. It will default to -1.
7. Click Next.



8. Leave All applications selected and click Next.
9. Leave Any source IP address selected.
10. Select Only for the following destination IP address or prefix and enter the multicast IP address from Revolution > Global Settings > Multicast.
11. Click Next.
12. Select protocol UDP from the drop-down list.
13. Leave From any source port and To any destination port.
14. Click Finish.
15. Reboot your Revolution server.

Atlas speakers using GPI work best when the Sensor Settings > Sensor Trigger is set to Level instead of Any Edge.

Check your X-618 Notifier Settings to make sure the selected multicast format matches that of the X-618 firmware. All registered X-618 devices must be on the same firmware so they're all using the same multicast format.

Many notification types cannot be triggered from the user interface; they can only be triggered by dialing a line number. Check the notification to make sure a SIP line number has been assigned. These notifications require a SIP line as the trigger – answer, conference, one-way/live broadcast/paging, recorded, two-way/intercom.

Check that your Poly phones are registered to your PBX system. Poly phones must be registered to Revolution in order for them to be present to assign to notifications. But they must also be registered to your PBX system.

Check your Poly settings (Configuration > Phone Systems > Poly > Settings) to make sure the correct username and password was entered. A common occurrence is that your browser auto-fills the username/password fields with incorrect credentials.

Go back and look at your SIP Activator settings (Configuration > Phone Systems > SIP > Settings). A common occurrence when configuring SIP Settings is that your browser auto-fills in a username and password.

If your PBX is not configured to use authentication and the username and password fields are populated, SIP lines won't work. Delete the username/password, if present, and save the changes.

If your PBX is configured to use authentication, but the wrong username and password were populated into the fields by your browser, SIP lines won't work. Input the correct username/password and save the changes.

A sent notification isn't completing

An admin can cancel a notification that isn't completing by clicking the Active Notifications button and then clicking the x next to the notification. Keep in mind that this may leave some endpoints in a bad state, and they may need to be rebooted.

If you have contacts assigned to user tags, when you assign the user tag to notifications, you may have missed checking the Communication Methods to use to send the notifications to contacts.

1. Open the notifications that weren't received by contacts.
2. Go to Endpoints & Contacts Selection.
3. Check each Contact Method you want to use to send the notification to the contacts included in your user tag(s).
4. Click Save.
5. Resend your notification, if necessary.

Go to Status > System Status and make sure the Self-Management Plug-in is running. Expand the Plug-in section and check that Status Detail is "Connected to portal'. If it's not, try restarting Revolution.

Go to Contacts and edit the contact. Do you see mobile devices listed for the contact? If not, the contact probably didn't go back to the mobile invite and click the register button. There are a couple of things you can do. You can send another mobile invite to the contact, or you can tell the contact to log into his or her Self-Management Portal account and click the 'Send mobile invite' link towards the bottom.

If you're sending the mobile invite:

1. Go to Contact > Invitations > Existing Contacts.
2. Disable Self-Management. The contact has already done this part.
3. Select contacts. You can filter the list first, if necessary.
4. Click Send Invitation.

Go to Status > System Status > Mobile Notifier. Have you reached your Points of Contacts limit? If you have, contact your partner or sales team to increase your license limit.