Symptom / Need

When attempting to open or access an operation in the Wolkvox Manager console, the system interrupts the loading process and generates a database error that prevents access. This issue blocks the user's access to the operation, preventing them from performing any administrative, query, or parameterization actions.

Context / Scenarios

This problem occurs specifically at the exact moment when attempting to open the operation within the Wolkvox Manager environment.
 

Answer / Solution

Minimum information required

In order for the service desk analyst to properly document the ticket, resolve the issue, or escalate it, you need to keep the following information in mind:

• Name of the operation.
• Operation server (This data is verified by the support analyst) .
• Number of positions affected.

Initial validations and troubleshooting

Upon receiving this database alert, it is important to follow the technical protocol below before escalating the issue:

Step 1: Access details

1. Verify that the user is properly created in the operation.
2. Confirm that the access data, operation, username, and password are being entered correctly.

If this information is correct and the user has been created correctly but the problem persists, continue with the following steps.

Step 2: Network and Local Resource Validations

1. Hardware resources: Check the status of the affected computer's hardware resources, paying special attention to RAM usage, to rule out that hardware saturation is blocking the system query.
2. Application permissions: Check that the wolkvox Manager tool has the corresponding execution permissions on the affected user's computer.
3. Local folder ipdialbox: Verifies the correct opening and read access of the elements contained in the local path C:/ipdialbox during the active execution of the tool.
4. Network status: Validates the stability and overall status of the user's network connection.
5. Cross-testing of users and equipment: Validate the login behavior of the affected user on another work machine, and try to log in with a different user account on the computer reporting the failure to isolate whether the problem is hardware-related or related to the access profile.
6. Check the network: Check the stability and overall status of the user's internet connection network.

If, after validating the network, local resources, and ensuring compliance with the minimum requirements for the platform's proper functioning, the issue persists, escalate the case to the Wolkvox Service Desk, attaching the collected evidence.

Step 3: Server and Controlled Environment Verification

1. Server resources: The service desk analyst checks the performance and status of the physical resources of the server assigned to the operation.
2. Recent updates: The service desk analyst checks if any software updates have been run on the operation server that coincide with the start of the failure.
3. Incident replication: The support analyst validates whether the error behavior in the database is replicated by logging in from a Wolkvox-owned computer.

Step 4: Applicable Temporary Solution

If, after reviews and validations, the user cannot open the operation due to the generation of the error in relation, it is recommended as a temporary alternative that they use wolkvox Manager in its Web version to ensure the operational continuity of their business.

Escalation

If, after thoroughly completing all local validations on the workstation (RAM, permissions, C:/ipdialbox folder), network connectivity, and cross-checks, the error in the database persists, the technical support analyst documents the ticket by collecting the minimum required information and evidence of the validations and checks performed, in order to escalate the case to Level 3 (Core Team) .

Possible Causes

Analysis variables: The origin of this behavior may be linked to local factors of the workstation, connectivity problems or direct updates in the infrastructure servers:

• Local Factors: Changes in tool permissions on the affected computer, insufficient physical hardware resources (especially RAM), or problems with running and opening files located in the local folder C:/ipdialbox during active use of the application.
• Connectivity Factors: Instability or degradation in the user's network status.
• Server Factors: Overload of resources on the server assigned to the operation or the application of a recent software update on said server.