Troubleshooting IVR

In many instances,you can troubleshooting various issues that you might encounter in the IVR app.

  1. Access was not granted to IVR app.

    Hover over the error icon to see error description.

    Possible errors:
    1. Your environment might not meet prerequisites:
      • Ensure that the IVR Schema is in place
      • Ensure that the IVR Dataflow is running (IVR 1.4) and data correlated to Insights exists
        Note: Rapid7 do not use the old IVR Dataflows. It is necessary for either the IVR Dataflow (IVR 1.4) to have been executed or for the Rapid7 ETL process to have been completed.
      • Ensure that the Insights ETL is running
    2. Find whether an error occurred when access was granted/denied
    3. Find whether an error occurred during auto-configuration
    4. Find whether an error occurred during access code generation
  2. An error has occurred in data retrieval process.

    Possible errors:
    1. The IVR application didn't connect to insights_broker or access was revoked
    2. Check the ivr.log for errors or other information.
    3. Check the broker logs on the primary Insights server <BigFix Enterprise Path>\BES WebUI\WebUI\sites\<WebUI Insights Folder>\insights-app\logs folder for details regarding an error.