Summary
Users may experience Avaya login issues despite correct settings, receiving the error: The telephone you are trying to share control of is currently out of service or associated with another login session. This article provides troubleshooting steps to resolve the issue.
Body
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.