# Troubleshooting

## Common Problems

### SAA is not stating any SAA user’s presence

This is the end result of most configuration errors. To isolate the cause, check the Presence Proxy logs on the NuPoint server.

If there is no log indicating the cause of the problem, the entire configuration will need to be checked. Below is the suggested order. For details on how to perform these checks, refer to the Presence configuration instructions.

1. Confirm that the NPM Presence license is purchased on the NuPoint server.

2. On the NuPoint UM server, check the DNS configuration using the dig command detailed in the Setup instructions. If the dig command does not provide the correct response, the DNS setup for the NuPoint system and the corporate DNS server must be corrected.

3. On the LCS or OCS Server, verify that the correct IP address of the NuPoint server has been added as an authorized host.

4. In Active Directory for the domain that the LCS/OCS/SAA users belong to, verify that the ”mitelpresence” users have been created.

5. In Active Directory, verify that the ”mitelpresence” users have been enabled as LCS/OCS users.

6. In Active Directory, verify that the ”mitelpresence” users have the Password never expires checkbox selected.

7. In LCS/OCS, check the Allow and block list of the SAA users to ensure that all the ”mitelpresence” users have been added as Allowed.

### SAA is not stating the presence state of some users

If the presence status is supplied in SAA for some users and not for others, it is likely that the Allow and block list of the users was incorrectly modified.

Check the users and make sure that all the ”mitelpresence” users have been added as "Allowed".

Also check that all the ”mitelpresence” users have Password never expires selected in Active Directory. If not selected, the password may have expired and the account could be suspended, which means the Presence Proxy will fail to get presence updates for some users.

### An SAA user’s presence state is incorrect

The SAA user in question may be logged in to more than one session. In LCS /OCS, a user can be logged into more than one session at the same time, for instance using Office Communicator on more than one PC. The server aggregates the presence state from all active sessions, and it is this aggregate presence state that is used by the Presence Proxy. If the user is online in one session and offline in the other, the Presence Proxy will reflect the online state.

Try logging in as a different user who has the problem user as a buddy, and see if the state shown there matches the one that is provided by SAA Presence.

### An SAA user is being notified in Office Communicator 2007 that a mitelpresence user has added them as a contact

This means that the user's allow list was not properly modified by the script that was run in step 2 of OCS Configuration. Try running the script again.