Issue
Users may be unable to log into Avaya even when all application settings appear configured correctly. The error message displayed:
The telephone you are trying to share control of is currently out of service or associated with another login session.
Root Cause
- Pending Windows Updates are preventing Avaya from functioning properly.
- The Spark Endpoint Emulator, which Avaya relies on, may be blocked by Windows Defender Firewall.
- The user’s extension or agent ID may still be associated with another active session.
Resolution Steps
1. Ensure Windows is Fully Updated
- Check for and install all pending Windows updates.
- Restart the device after updates are applied.
2. Adjust Firewall Settings
- Open Windows Defender Firewall with Advanced Security.
- Navigate to Inbound Rules and locate any existing rules for Spark Endpoint Emulator.
- Remove all instances of Spark Endpoint Emulator from the inbound rules.
3. Manually Re-add Spark Endpoint Emulator
- Go to Inbound Rules and create a New Rule.
- Choose Program and Browse to the Spark Endpoint Emulator executable file.
- Enable access to Domain, Private, and Public networks.
- Save the changes and restart the device.
4. Test Avaya Login
- Launch Avaya and attempt to log in.
- Resolution confirmed.
Additional Notes
- These steps must be performed through Advanced Firewall Settings, as the standard Windows Firewall UI does not provide the necessary options.
- If the issue persists, check if the extension or agent ID is still associated with another session and manually log it out if needed.
Potential Workaround for Similar Cases
- If another user experiences this issue, follow the same troubleshooting steps to see if it resolves the problem.