Symptom or Need

The user or administrator reports operational interruptions due to the inability to access the application or the presence of critical errors during management. 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".
• Critical runtime errors: "Access Violation" messages that prevent agent management.
• Security blocks: IP not enabled or blocked due to failed password attempts.

Context / Scenarios

These incidents can occur in two environments: wolkvox Agent Web (Browser) and wolkvox Agent Desktop (Local Installation). The root cause of the problem is usually divided into three levels:
1. Administrative Configuration: Errors in agent creation, incorrect credentials, user status, or 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. Minimum Information for Triage
Before climbing, gather the following information:
• Name of the operation and affected server.
• Service availability.
• Affected user ID(s) and public IP address of connection.
• Percentage of impact and number of affected positions (Is the failure widespread or isolated?)
• Exact screenshot of the error message.
• Check with the client if: They have the option to use the alternative version (e.g., switching from desktop to web)?

2. Troubleshooting Guide for Error Messages (Access)

“It does not exist in the database”

The Supervisor must perform the following validations:
1. Confirm that the agent ID is correctly registered in the operation database.
2. Verify that the module has available active licenses.
3. Verify that the access credentials (user ID and password) are correct.
4. Ensure that the agent is entering the corresponding operation.
5. Verify the user's status (active/deactivated as appropriate).
With these validations, the error should not occur again.
 

If the error persists in a specific agent:
Or, log into the operation using the credentials of the affected agent and check if the problem persists or if it is related to any of the previous validations.
Or if the failure persists, ask the client to have the agent try logging in with a test user, in order to rule out possible extension corruption.
If a failure is identified in the extension, it is recommended to create a new one for the agent and escalate the case to level 3 (Core).
If the problem persists after these validations, proceed with escalation to level 3 (Core).

“It is not associated with a Skill”

Validate and configure the skill assignment as follows:
1. Verify that the agent ID is assigned to one or more skills, depending on the customer's operation.
2. If you are not associated, go to the Agents and Skills side menu.
3. Access the Agents tab.
4. Locate the corresponding agent and right-click on its record.
5. Select the Manage Skills option.
6. Assign the required skill(s) and define the corresponding level of expertise.
7. Save the changes made.
Once these steps are completed, the error message should not appear again.

“Internet problems”

This may be due to the following causes:
1. Failure to comply with technical requirements:
or Request the client to validate compliance with the network's technical requirements.

2. Technical failure on the wolkvox server:
Before taking any action, check if there is a massive impact on the servers.

3. Public IP blocked by wolkvox:
or Confirm with the client if the public IP address from which they are connecting has any restrictions.
or Verify that the client's IP address is correctly registered in both the Operation and the Server.

4. Blocking the public IP address of wolkvox on the client's network:
or Ask the client to check with their IT team for any blocks to the Wolkvox public IP address that might be preventing the connection.

5. Problems with credentials:
or Verify that the username and password are correct.
Or if the problem persists, request a password change.
or Validate whether the use of special characters is causing inconsistencies in access.

With these validations, the error should not occur again.

If the error persists:
Or, log into the operation using the credentials of the affected agent and verify if the problem persists or is related to any of the previous checks.
Or, request that the agent try logging in with a test user to rule out possible extension corruption. If extension corruption is identified, recommend that the client create a new extension for the agent and escalate the case to Level 3 (Core).

If the problem persists after the above actions, proceed with escalation to Level 3 (Core) .

“Invalid User”

Perform the following validations:
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 corresponding operation.
4. Check the user's status (make sure it is not disabled).
5. Identify if other users are experiencing the same error, to rule out a possible massive impact on the wolkvox infrastructure.
Once these validations are confirmed, the error should not occur again.

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

3. Solution to Critical Application Errors

Login Errors (Web Version)

1. Perform the test from a different network and in an incognito window.
2. Verify that your browser is updated to the latest version.
3. Close the browser and clear the cache and cookies.
4. Try accessing it from a different browser on the same computer where the new issue is occurring.
5. Verify the version of Wolkvox Agent that is running on the server.
6. Validate the server and computer resource consumption (CPU/RAM).
7. Check the specific error from the browser's developer tools (F12).

Access Violation (at address FFFFD123. Write of address 00887101)

Wolkvox Agent allows the user to log in; however, when selecting any option, the error “ Access Violation ” occurs.
This behavior is usually associated with a conflict between the application's memory management and the security layers of Windows 10/11.

• Initial validations:
  1. Replicate the novelty from a Wolkvox team.
  2. Perform the test from a different network on the client's computer.
  3. Validate the new feature with an older version of Wolkvox Agent.
  4. Check if the change is replicated in the Wolkvox Web Agent.
  5. Check if it is replicated in another operation on the same server.
  6. Reinstall the tool.
  7. Validate the resource consumption on the computer (CPU/RAM).
  8. Check if there were any updates on the server.
   
• Technical Solution:

Instruct the client on the following step-by-step process to configure Exploit Protection exceptions in Windows:
1. Go to Windows Security.
2. Go to Application and Browser Controls.
3. Click on Exploit Protection Settings.
4. In Program Settings, click Add program to customize.
5. Choose the exact file path.
6. Select the executable: C:\ipdialbox\AgentBox.exe (or the path where the executable resides)
7. 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.
8. Restart the application so that Windows stops 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: Agent without Skill, without license or deactivated user.
• Network: Public IP blocked by wolkvox or wolkvox IP blocked by the client's Firewall.
• Software-related: Conflict with Windows protection functions (DEP/ASLR), corrupted temporary files, or server resource saturation.

Considerations

• Escalation : Web login failures are escalated to Infrastructure. "Access Violation" errors or extension corruption are escalated to CORE.
• Security Margin: The desktop application requires that antivirus exceptions point to the AGENTBOX.EXE and CONFIGURATIONBOX.EXE files.
• Temporary Alternative: Whenever the desktop version fails, it is recommended to use Wolkvox Agent Web to ensure business continuity.

Recommendations

• For the Agent: Keep your browser updated and avoid using complex special characters in your passwords.
• For IT Client: Configure exceptions in the Firewall for wolkvox IPs and disable SIP ALG.
• For the Supervisor: Conduct a periodic audit of the Skills association before the start of each shift.