If users are reporting issues such as “cannot log in” or “error on startup,” please review the following checklist to help diagnose and resolve the problem:
User & Extension Settings
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Is the user’s extension active (not suspended)?
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Are the correct Editions and Modules assigned?
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Is the user’s license valid and active?
Version Compatibility
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Is the client version compatible with the server version?
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Have there been any recent upgrades or patches that may affect compatibility?
License & Capacity
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Are there enough available user, agent, or session licenses?
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Are there any stuck or inactive sessions not properly logged off?
User Credentials
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Are the username/ID and password correct?
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Has the user recently changed their password, if required?
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If using agent roles, is the agent number and PIN correct?
By systematically checking each of these areas, you can quickly identify and resolve most login or startup-related issues. If the problem persists after completing this checklist, escalate to support@firelinecommunications.com for further review.
Last Updated on September 18, 2025