Symptom or Need

I am unable to log into Wolkvox Agent or I experience errors during operation. The main symptoms include:

• Login error messages: "Does not exist in the database", "Not associated with a Skill", "Internet problems", "Invalid User" or "Connection Error" .
• Runtime errors: "Access Violation" message interrupting management .
• Blocking: blocking by IP address or by failed password attempts . 

Context / Scenarios

These incidents can occur in both the wolkvox Agent Web (Browser) version and the wolkvox Agent Desktop (Local Installation) version. They are generally due to:

1. Administrative Configuration: Errors in agent creation, incorrect credentials, user status, assignment of Skills or licenses.
2. Network Infrastructure: Public IP blocks, internet stability, or firewall/antivirus restrictions. Connection failures or system authentication issues.
3. Local Environment (Workstation): RAM memory conflicts, corrupt files or incompatibility with Windows protection functions (DEP/ASLR).

Answer / Solution

1. Information to take into account:

Before escalating to the service desk, make sure to gather and validate the following information:
• Name of the operation and affected server.
• Affected user ID(s) and public IP address of connection.
• Percentage of impact and number of positions affected.
• Exact screenshot of the error message.

2. Validation by Access Messages

“It does not exist in the database”

1. Verify that the agent is entering the correct operation.  
2. Confirm that the agent ID is correctly registered in your operation's database.
3. Check that the module has available active licenses.
4. Verify that the login credentials (user ID and password) are correct and do not contain any extra spaces. .
5. Verify in the Agents and Skills tab of wolkvox Manager that the user's status is Active.
6. Create a test user and ask the agent experiencing the failure to try logging in with this user, in order to rule out possible extension corruption.
7. If a fault is identified in the extension , we recommend creating a new extension for the agent and escalating the case to the service desk.

These checks should resolve the issue. If the problem persists after performing them, escalate it to the service desk.

“It is not associated with a Skill”

1. Verify that the ID of the agent presenting the error is assigned to one or more skills as required.

If a skill is not assigned:

1. Go to the Agents and Skills tab of Wolkvox Manager located in the left side menu.
2. Go to the Agents tab.
3. Locate the relevant agent and right-click on their record.
4. Select the Manage Skills option.
5. Assign the required skill(s) and select the corresponding level of expertise.
6. Save the changes made.

Once you have completed these steps, the error message should no longer appear. If the problem persists after following these steps, please escalate the issue to the support desk.

“Internet problems”

1. Validate compliance with the Network Technical Requirements wolkvox Technical Requirements.
2. Verify that the IP address is correctly registered in the Operation.
3. Check with your IT team for any blocks to the Wolkvox public IP address that might be preventing the connection.
4. Verify that the username and password you are trying to log in with are correct.
5. If the problem persists, change the password of the agent that is experiencing the error.
6. Check if the use of special characters in the password is causing inconsistencies in access.

If the error persists:
Or create a test user and ask the agent experiencing the failure to try logging in with this user, in order to rule out possible extension corruption.

If a fault is identified in the extension, we recommend creating a new extension for the agent and escalating the case to the service desk.

These checks should resolve the issue. If the problem persists after performing them, escalate it to the service desk.

“Invalid User”

1. Confirm that the credentials (username and password) are correct.
2. Verify that the user exists on the platform.
3. Verify that the agent is entering the correct operation.
4. Check the user's status (it should not be disabled ).
5. Identify if other agents exhibit the same error, to rule out a possible mass impact.

Once these validations are confirmed, the error should not reappear. If the problem persists after performing them, escalate it to the service desk.

Password Lock

Please note that if the password is locked due to failed attempts, you need to wait at least 3 minutes for it to be automatically unlocked.
or Confirm that the credentials (username and password) are correct.
or Validate that the user exists on the platform.
or Verify that the agent is entering the correct operation.

Once the lockout period has elapsed, re-register the credentials correctly to prevent access from being affected.

3. Critical Application Errors

Login failures (Wolkvox Agent Web version)

1. Clear your cache and cookies.
2. Close the browser.
3. Perform the login test from a different network and in an incognito window.
4. Try accessing it from a different browser on the same computer where the new issue is occurring.
5. Validate the resource consumption (CPU/RAM) of the equipment that is malfunctioning.
6. Check the specific error from the browser's developer tools (F12).
7. Make sure that Chrome, Edge, or the browser you are using is up to date. .

"Access Violation" Error (WolkVox Agent Desktop Version)

This error is a memory conflict with Windows This implies that Wolkvox Agent allows the user to log in; however, when selecting any option, the error “ Access Violation ” occurs .

While your IT team implements the definitive technical solution, use Wolkvox Agent Web to avoid interrupting your operations. .

Initial validations:

1.  Perform the test from a different network on the device that is experiencing the error.
2. Test the new feature with an older version of the Wolkvox Agent desktop application.
3. Check if the change is replicated in Wolkvox Web Agent.
4. Reinstall the tool.
5. Validate the resource consumption on the computer (CPU/RAM).
6. Configure Exploit Protection exceptions in Windows:

• Go to Windows Security.
• Go to Application and Browser Controls.
• Click on Exploit Protection settings.
• In Program Settings, click Add Program to customize.
• Choose the exact file path.
• Select the executable: C:\ipdialbox\AgentBox.exe (or the path where the executable resides).
• Within the list of options for this program, apply the following changes:
  In the "Override system settings" option, set the following parameters to Disabled:
  - Mandatory ASLR (Address space design randomness).
  - Ascending ASLR .
  - DEP (Data Execution Prevention).
  Finally, click Apply to save the changes.
• Restart the application to stop Windows from monitoring your memory under these rules.
  These adjustments relax security restrictions only for this process, allowing the application to run in its native memory environment without interference from the operating system.

Possible Causes

Administrative: User deactivated, lack of licenses or unassigned skills .

Local Network: Blocks in the company firewall or unregistered public IP address .

Operating System: Conflicts with Windows 10/11 security layers ( DEP/ASLR ) .

Considerations

Access Priority: If the desktop version has persistent errors, the web version is the official alternative to ensure business continuity. .

Security: Antivirus exceptions should always target the AGENTBOX.EXE and CONFIGURATIONBOX.EXE executables. .

Recommendations

For the Agent: Avoid using complex special characters in passwords to prevent system misinterpretation. .

For YOU: Configure exceptions in the Firewall for wolkvox IPs and disable SIP ALG / SIP HELPER.

For the Supervisor:  

• Escalate to the service desk if the fault or error persists after the validations and/or actions performed.
• Perform a Skills audit before starting each shift to avoid login delays. .