WebRTC Not Logging In

Issue Description

When attempting to log into WebRTC the page loads and does not get past this stage. 

Possible Causes

• PBX / IPO change, causing WebRTC to not work
• NGINX not started

Resolution

Steps

1. We want to test the WebRTC handset on Avaya's side before troubleshooting Chronicall/ACR side

   • We do not need to verify ACR / MM is configured properly until we are able to log in and make a call with Avaya's WebRTC handset first, otherwise, we lose time troubleshooting Chronicall/ACR if the PBX isn't ready yet

   • Log into this URL to test: https://10.0.1.10:9443/PhoneService/ 
2. Make sure that the correct Multimedia IP and Port are configured in chronicall.conf 
   • Linux Locations:

     • /var/lib/chronicall/nginx/conf.d/chronicall.conf

     • /var/lib/avaya_call_reporting/nginx/conf.d/chronicall.conf

   • Windows Locations:

     • C:\Program Files\Avaya Call Reporting\nginx\conf.d

     • C:\Program Files\Chronicall\nginx\conf.d

3. Scroll down to the portion for location ^~ /mm
   
   
   
   
4. Within this section, you will see proxy_pass followed by the IP address and port
5. Ensure the proxy is running
   
   • Linux - run the command:

     • ps aux | grep nginx

   • For Windows, use Task Manager to determine if NGINX is running
     
     
     
     
6. If the nginx proxy is not running, try to manually start it.
   1. Linux
      • Change the current directory to either

        • /var/lib/chronicall/nginx/

          • OR

        • /var/lib/avaya_call_reporting/nginx

      • Run the command to start nginx

        •  ./nginx

   2. Windows
      • Navigate to nginx.exe, right click and Run as Administrator

        • C:\Program Files\Avaya Call Reporting\nginx

        • C:\Program Files\chronicall\nginx

          
          
7. If you get the following error message when manually attempting to start, this means a bad certificate was pulled down.

   • nginx: [emerg] SSL_CTX_use_PrivateKey_file("./conf/privkey.pem") failed (SSL: error:0B080074:x509 certificate routines:X509_check_private_key:key values mismatch

8. To pull down the new certificate:
   1. Ask the Cloud team (Rick) to "manually delete the 4 cert files from the s3 bucket for this domain" and give them the domain.
   2.  Move or rename the nginx directory so it will get recreated
      • Linux

        • mv /var/lib/chronicall/nginx /var/lib/chronicall/nginx-old

        • mv /var/lib/avaya_call_reporting/nginx /var/lib/avaya_call_reporting/nginx-old

      • Windows
        • Rename nginx folder to nginx.old
          
          
          
          
   3. Restart the Chronicall server, not MM
   4. Wait 5 minutes and check if the nginx process is running
      • Linux
        • ps aux | grep nginx
      • Windows
        • Use Task Manager if Windows
          
          
          
   5. If it is not running attempt to manually start the process again
   6. If the process is showing as running, attempt to login to WebRTC
9. If the process has not started and you get the error message below:

   • nginx: [emerg] getgrnam("nogroup") failed

   • Run the command

     • groupadd nogroup

   • Manually restart the nginx process,  and attempt to login to WebRTC again

NOTE: If you receive a ``port 9443 does not have a host`` error

• You can either re-save the SSL Proxy Configuration
  • OR
• Manually add the primary IPO's IP address in front of any instance of `:9443;` in the `proxy_pass` lines in the chronicall.conf file (File path found in step 1 above).
  • Example:

    proxy_pass https://10.0.180.30:9443;

NOTE: If you receive an nginx: (emerg) still could not bind() error

1. Check what ports are being actively used right now
   • Linux

     • netstat -tulpn

2. If ChronicallServer is showing as using port 9443
   1. Stop the ChronicallServer service
   2. Start the nginx executable so it binds to 9443 first
   3. Start the ChronicallServer service again
3. This should resolve the issue

NOTE: In version 4.2.3 and above, you will see a new setting "Enable HTTP 1.1"

• If the customer is on IP Office 11.0.4.2 build 58 or higher, set to "True"
• If they are on IP Office 11.0.4.1 build 11 or older, set to "False"