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mitel connect client unable to make or receive calls

Posted by spicehead-d1jbe
Solved
Windows 10

The user is WFH connected to VPN using a softphone with a headset. I can hear the dial tones when I call the extension, but it does not show up on the other end. The dial button does not do anything when the user tries to call. IM and voicemail are working fine. 

attempts made so far:
- made sure settings were not changed.
- exited Mitel from the system tray and logged in again
-disconnected and reconnected from VPN
-I did all the above and then rebooted the machine
-Finally uninstalled it, reinstalled it, and then rebooted the machine. No luck so far.
Some windows updates were running in the background, but they have now finished. 
I was able to get the client logs, but I do not know what to look for in the giant wall of text. Any help is appreciated. 
Spice (9) Reply (4)
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  • It so turns out Mitel does not uninstall itself cleanly. Here is what I did to resolve the issue.

    -uninstalled Mitel

    -went to HKEY_CURRENT_USER\SOFTWARE\ShoreTel and deleted the key and all its subkeys

    -rebooted the box

    -deleted the c:\users\{user}\appdata\local\Mitel folder

    -reinstalled Mitel

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    • View Best Answer in replies below

    4 Replies

    • Are you using cloud hosted on something at the office to process the calls? Using split tunnels in vpn?

      Was this post helpful? thumb_up thumb_down

    • Denis Kelley wrote:

      Are you using cloud hosted on something at the office to process the calls? Using split tunnels in vpn?

      No on both. 

      Spice (1) flagReport
      Was this post helpful? thumb_up thumb_down

    • That's all I got at the moment.

      Spice (1) flagReport
      Was this post helpful? thumb_up thumb_down

    • It so turns out Mitel does not uninstall itself cleanly. Here is what I did to resolve the issue.

      -uninstalled Mitel

      -went to HKEY_CURRENT_USER\SOFTWARE\ShoreTel and deleted the key and all its subkeys

      -rebooted the box

      -deleted the c:\users\{user}\appdata\local\Mitel folder

      -reinstalled Mitel

      Was this post helpful? thumb_up thumb_down

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