atcomsystems.ca/forum Forums TDM Business Telephone Systems Toshiba Telephones & Systems CTX 100 Can't Connect with eManager

Hello everyone,

I'm encountering an issue when trying to connect to eManager: "Connection failed! CIX100: ERROR_COULD_NOT_CONNECT_TO_CALL_AGENT."

I've already tried resetting the power, but it didn't resolve the problem. There's also a reset button below the power switch, but I'm unsure if pressing it will erase all my programming.

Any guidance would be greatly appreciated!

PS anyone know what happened to phonemeister? He used to do our phones but have not been able to contact him in a couple if years. Just wondeing.

Here's a reddit post that may help: https://www.reddit.com/r/sysadmin/comments/ezwj56/toshiba_emanager_error/

I ran into him a couple of years ago at a customer location. We was working with a CLEC. He probably moved on, like a lot of people. I just don't have anything better to do.

The reset button has nothing to do with the processor. It is for the power supply. On the processor there is jumper that will reset the processor. It will either reset it to factory or reload the last backup which was performed by a tech. Either way, I don't recommend.

It's really hard to say why you can't connect. There are so many possible issues, it's hard to list them all.
Summary: Wrong IP address, can't PING from the laptop, wrong community name , processor NIC problem, processor locked up (usually a power cycle will fix it), and as the link mentioned, SNMP component not installed. Also the annoying fact that you can only use Internet explorer with eManager. I haven't even attempted to install it on Windows 11, which is why use a VM with Windows 7 on my laptop.

Thanks for the reply. I've tried to reset the power and am still getting the same error. I can ping the IP Address. What bugs me is that nothing has changed with the system and 3 months ago, the last time I had to get into it I could. The phone system & voicemail are working but I'm not able to make changes. The location is a 3 hour drive away so going out there is not an easy task. That's why I was asking about phonemeister cause he setup this system up for us.

Quick question: does the error come up immediately or does it seem to time out? If i comes up immediatley I would focus attention on the PC or laptop that you are using to connect. If it takes a while and then times out, maybe the CIX processor is not allowing the connection.

The only time I have seen this before is with the Stratagy ES bug. Usually a power cycle of the Toshiba processor will get it working again. It was kind of a big deal at the time and very annoying. Besides that bug, I had 1 very old CIX processor that didn't have a reliable PING. Unfortunately the NIC is built onto the CIX processor and can't be changed. I did a firmware upgrade, which seemed to make it work a little better.

With the PC or laptop, do you have updates turned on? Windows updates have always been an issue with Network eManager, expecially on Windows 10 when MS decided to move the SNMP services. IT guys love to do updates, but Toshiba doesn't always play nice.

Also a firewall could block a connection. Try disabling all firewalls on the laptop or PC.

Last thing, network broadcast messages can cause issues with Toshiba. I know that you said that this site is a bit far away , but I would try connecting directly to the CIX processor from the PC or laptop.

Thanks for your response, David.

When I try to connect from the computer at the site, the error appears immediately. On that machine, Windows updates are disabled, and the firewall is NOT active. It’s running Windows 7.

We have two other CIX100 systems at other offices, so I tried setting up a new connection on a system that can reach the target computer via VPN. I have the Company/Site name, equipment name, and IP address, but I’m unsure about the community name. Regardless, I get the same error, though it takes a bit longer since I’m connecting over a VPN.

I've had the employees reset the phone system by powering it down and pressing the reset button on the power supply, we have a camera in the server room so I can see that they are following my instructions. The system is working great but if we have to make any changes, I'm screwed. At this point I think making the 4 hr drive out there would be a waste gas & time.