VICI:Troubleshooting

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Vicidial Troubleshooting

Contents

Every time VICIDIAL is dialing a lead it add 1 before every area code

This is the default behavior of VICIDIAL, as it was designed for use in the United States.
Go to the Campaign Detail modification screen and change "Omit Phone Code" fields to "Yes".

My VICIDIAL is doing weird stuff whenever we put more agents on/do more with our server

VICIDIAL/Asterisk is a very load sensitive application; overloading it will cause unusual behavior. Generally, you want your http://en.wikipedia.org/wiki/Load_(computing) Average Load to be 1 or lower for every CPU in your machine. If you are recording every call, consider turning on Recording Delay for your campaign and use the fastest storage system you can afford (15k RPM SCSI would be ideal).

I'm having problems with VICIDIAL version xyx (where xyz is not the current version). Please help!

Please consider upgrading your installation to the current version, as we may have already fixed the problem with the current release.

Hopper Empty

Hopper empty can happen for several reasons: If this article helped you, please clic here and let us know

Congestion (~20%)

Watch the hopper in the real time screen for that campaign and watch it load/drain. Observe the fill/drain pattern.
Does it suddenly empty?
Does it slowly empty but get to Zero before reloading?

Rejected calls from provider, bad network connection, etc. This can cause the hopper to drain too quickly (considered a "red" light on the dashboard)

To do: Check that you are using the right dial prefix or change the carrier to test, both things can be done thru(Campaign->details->Dial prefix)

Hopper level too low (~20%)

Should be set at the number of calls you will initiate AT MOST in 1 minute)

Reset the list

To-do: Go to Lists-> Choose the listID-> Look for "Reset Lead-Called-Status for this list: " choose "yes" and clic submit

Change the local call time - No leads left because of time settings (~5%)

To-do: Campaigns->Choose campaign->Detail View-> look for "local call time" and choose "24 hrs"

No leads left because of filter settings (~10%)

To-do: Campaigns->Choose campaign->Detail View-> look for "Lead Filter" and choose "none". Notice that the filer must contain valid transact SQL commands.

No leads left because there are statuses missing on the recycling settings

To-do: Campaigns->Choose campaign->Detail View-> look for "Add A Dial Status to Call" and choose add all the statuses you want that the vicidial re-dial, like NA, N, B, NEW, ect.

No more leads and you already did all the steps suggested

Debug using the hopper script
Go to the linux shell and put: ./usr/share/astguiclient/AST_VDhopper.pl --debugX --Campaign=yourCampaignID 

Dialable Leads

Campaign must have "dialable leads" before hopper will load. If it does not, empty hopper is not your problem: no dialable leads is the problem and you should jump to that subject.

check for "screens"

screen -list and if there are less than 7, the system is broken and the hopper is not your problem

Go to the forum and search for help

Post in the forum for help

Before post don't forget:
-Let us know that you already searched for your issue in the forum and the vicidial manual too
-Your vicidial version with build (required)
-Installation method with version
-Detailed description of the problem (with CLI output from a single attempt) is often very useful (not 3000 lines of code mind you, just a single attempt from start to finish in a test environment with no other calls in the system at the moment of testing)
-Detailed configuration description for all settings you believe "Pertinent" to the situation. We'll ask for more if you miss any, of course which may help you in your next instance with this particular problem.


If this post helped you, please clic here

No live Calls

Causes:

Hopper empty

No agents ready

  • You must have at least one agent logged in and available to receive calls (make sure the agent is not paused [clic resume button on agent screen])

Agents logged as closers

  • Make sure that the agents clic on blended when they logged in

Reboot the server

  • After a reboot the server will clean data from a few tables like vicidial_auto_calls.

Go to the forum and search for help

Post in the forum for help

Before post don't forget:
-Let us know that you already searched for your issue in the forum and the vicidial manual too
-Vicidial version with build (required)
-Installation method with version
-Detailed description of the problem (with CLI output from a single attempt) is often very useful (not 3000 lines of code mind you, just a single attempt from start to finish in a test environment with no other calls in the system at the moment of testing)
-Detailed configuration description for all settings you believe "Pertinent" to the situation. We'll ask for more if you miss any, of course which may help you in your next instance with this particular problem.


If this post helped you, please clic here


Server not sending emails

Causes:

Firewall/iptables

  • Check that your iptables are allowing the email

Restart PostFix

  • First check the status of PostFix /etc/init.d/postfix status ; If the status is up/running add this to the crontab @reboot /etc/init.d/postfix restart
  • Restart PostFix /etc/init.d/postfix restart
  • Reset PostFix yast - > Network services -> mail Server -> Next-> Next - > Next
  • You can flush all emails on queue postsuper -d ALL deferred

Reboot the server

Go to the forum and search for help

Post in the forum for help

Before post don't forget:
-Let us know that you already searched for your issue in the forum and the vicidial manual too
-Vicidial version with build (required)
-Installation method with version
-Detailed description of the problem (with CLI output from a single attempt) is often very useful (not 3000 lines of code mind you, just a single attempt from start to finish in a test environment with no other calls in the system at the moment of testing)
-Detailed configuration description for all settings you believe "Pertinent" to the situation. We'll ask for more if you miss any, of course which may help you in your next instance with this particular problem.


If this post helped you, please clic here



Agent not receiving the logged in call ("you are the only person in this conference") or robotic audio

Causes:

Agent does not have the softphone ready or wrong login information

Confirm that the agent has the softphone ready and also that there are not any other person using this extension. Also, confirm that the agent put it the correct extension when he logged in Vicidial

Carrier Issues

If you have more than 1 carrier, change it. If you only have one, go to the server shell and put ping server_ip -c 30 and look for packages lost

ISP Bandwith

  • Go to www.speedtest.net from agent computer
  • Create an IAX extension
Vicidial / Admin / Phone / Add New Phone , and make sure that "Client Protocol:" have IAX2
Vicidial / Admin / Server / Rebuild conf files (Y) / <submit>
Download zoiper softphone and setup the agent extension as IAX, setup u-law as audio codec

Go to the forum and search for help

Post in the forum for help

Before post don't forget:
-Let us know that you already searched for your issue in the forum and the vicidial manual too
-Vicidial version with build (required)
-Installation method with version
-Detailed description of the problem (with CLI output from a single attempt) is often very useful (not 3000 lines of code mind you, just a single attempt from start to finish in a test environment with no other calls in the system at the moment of testing)
-Detailed configuration description for all settings you believe "Pertinent" to the situation. We'll ask for more if you miss any, of course which may help you in your next instance with this particular problem.


If this post helped you, please clic here

Inbound calls issues

Causes:

Ingroup Issues

You must set up the ingroup before receive any inbound calls. Go to the vicidial manager manual and follow up the steps

Call Time

  • Put call time 24 hrs

Iptables blocking inbound

  • Flush temporary the iptables iptables -F Don't forget to save it before do this and put it back.

Carrier not sending the call

  • you can check with the ngrep-sip command: ngrep-sip 8885554444 | grep -oP "[0-9]{1,3}\.[0-9]{1,3}\.[0-9]{1,3}\.[0-9]{1,3}" 8885554444 is your DID.


Go to the forum and search

Post in the forum for help

Before post don't forget:
-Let us know that you already searched for your issue in the forum and the vicidial manual too
-Vicidial version with build (required)
-Installation method with version
-Detailed description of the problem (with CLI output from a single attempt) is often very useful (not 3000 lines of code mind you, just a single attempt from start to finish in a test environment with no other calls in the system at the moment of testing)
-Detailed configuration description for all settings you believe "Pertinent" to the situation. We'll ask for more if you miss any, of course which may help you in your next instance with this particular problem.


If this post helped you, please clic here

Multiple calls to an agent

Symptoms:

  • Agent is receiving simultaneous calls
  • Agent on pause is receiving calls

Causes:

  • Another agent is using the same phone login
  • Overload does not matter if are only temporary , look for the performance report(Reports->Server performance) and find out any peak over 100%
  • Server hour different than agent computer hour
  • Networking and JavaScript problems.
  • VoIp provider.


To do:

  • Check Time syncronization issue
Make sure that the vicidial server is being sync with an NTP server.
Make sure that the Windows Domain server is being sync with the same NTP server of the dialer (if you use windows)
Make sure that all the agents workstations are being updated by the the Windows Domain server.
Finally, make sure that the servers and agents workstations has the same hour/minute/seconds
  • Stop using codec g729 to reduce the server load
  • to put the same time zone to the server and the agents
  • Check networking issues (www.speedtest.net)
  • Change your telco carrier
  • Create the campaign again on this server
  • Reboot the server
  • Disable Hotkeys


Go to the forum and search

Post in the forum for help

Before post don't forget:
-Let us know that you already searched for your issue in the forum and the vicidial manual too
-Vicidial version with build (required)
-Installation method with version
-Detailed description of the problem (with CLI output from a single attempt) is often very useful (not 3000 lines of code mind you, just a single attempt from start to finish in a test environment with no other calls in the system at the moment of testing)
-Detailed configuration description for all settings you believe "Pertinent" to the situation. We'll ask for more if you miss any, of course which may help you in your next instance with this particular problem.


If this post helped you, please clic here


Links:

http://vicidial.org/VICIDIALforum/viewtopic.php?f=4&t=25047
http://www.vicidial.org/VICIDIALforum/viewtopic.php?f=7&t=25070&p=87491&hilit=multiple+calls#p87491
http://www.vicidial.org/VICIDIALforum/viewtopic.php?f=7&t=25070&p=86908&hilit=multiple+calls#p86908
http://www.vicidial.org/VICIDIALforum/viewtopic.php?f=4&t=25047&p=86301&hilit=multiple+calls#p86301

ERROR 2002 (HY000): Can’t connect to local MySQL server through socket

Add a client context to my.conf

  • grep socket /etc/my.cnf
nano /etc/my.cnf and add
[client]
default-character-set=utf8
socket=/var/lib/mysql/mysql.sock

Check that local host and the ip of the server is allowed in mysql users table

Go to the forum and search for help

Post in the forum for help

Before post don't forget:
-Let us know that you already searched for your issue in the forum and the vicidial manual too
-Vicidial version with build (required)
-Installation method with version
-Detailed description of the problem (with CLI output from a single attempt) is often very useful (not 3000 lines of code mind you, just a single attempt from start to finish in a test environment with no other calls in the system at the moment of testing)
-Detailed configuration description for all settings you believe "Pertinent" to the situation. We'll ask for more if you miss any, of course which may help you in your next instance with this particular problem.


If this post helped you, please clic here

Vicidial VoiceMail not working

Setup the correct VoiceMail IP

  • Go to VICIDIAL/ADMIN/SYSTEM SETTINGS
Look for: Active Voicemail Server: xx.xx.xx.xx
Replace xx.xx.xx.xx with the Ip of voicemail server
Run:
/usr/share/astguiclient/ADMIN_audio_store_sync.pl --upload -debug
  • Apply the settings
Admin/Server/Rebuild Conf Files = 'y'
Reboot the server

Go to the forum and search for help

Post in the forum for help

Before post don't forget:
-Let us know that you already searched for your issue in the forum and the vicidial manual too
-Vicidial version with build (required)
-Installation method with version
-Detailed description of the problem (with CLI output from a single attempt) is often very useful (not 3000 lines of code mind you, just a single attempt from start to finish in a test environment with no other calls in the system at the moment of testing)
-Detailed configuration description for all settings you believe "Pertinent" to the situation. We'll ask for more if you miss any, of course which may help you in your next instance with this particular problem.


If this post helped you, please clic here

Unable to connect to remote asterisk

Troubleshooting:

  • Run asterisk manually asterisk -cv | grep ERROR
If you see something like this: ERROR[1838]: codec_dahdi.c:602 find_transcoders: Failed to open /dev/ go to /etc/asterisk/asterisk.conf and change strundir => /var/run to strundir => /var/run/asterisk https://issues.asterisk.org/jira/browse/ASTERISK-13118


  • Remove dahdi codec if you are not using it
noload => codec_dahdi.so
nano /etc/asterisk/modules.conf
  • Remove asterisk.ctl & asterisk.pid from /var/run/ and reboot
  • Try starting the service manually /usr/sbin/asterisk start


  • Go to the forum and search.
  • Post in the forum for help
Before post don't forget:
-Let us know that you already searched for your issue in the forum and the vicidial manual too
-Vicidial version with build (required)
-Installation method with version
-Detailed description of the problem (with CLI output from a single attempt) is often very useful (not 3000 lines of code mind you, just a single attempt from start to finish in a test environment with no other calls in the system at the moment of testing)
-Detailed configuration description for all settings you believe "Pertinent" to the situation. We'll ask for more if you miss any, of course which may help you in your next instance with this particular problem.


If this post helped you, please clic here

Time difference Real Time screen

Symptoms:

  • The total MM:SS on realtime screen is not showing the real information

Troubleshooting:

nano /etc/php5/apache2/php.ini look for
Module Settings
[Date]
date.timezone = America/New_York
and put your actual time zone, example: America/La_Paz


Time Synchronization Error

  • Start checking:
Server Hour (Linux, Mysql, Asterisk, Agent station)
On Linux Shell run Date <enter>
Go to mysql and run the query: select now();
Go to Asterisk CLI asterisk -rvvvvvvvvvvvvvvvv and check the asterisk hour
Go to the agent station and check the computer
All above hours MUST be the same, if not:
  • Setup the server time and timezone
  • Update server ip /usr/share/astguiclient/ADMIN_update_server_ip.pl
  • confirm the extern ip on /etc/sip.conf || externip = X.X.X.X
  • Check /etc/astguiclient.conf and /etc/asterisk/manager.conf
  • Setup the proper NTP Sync Server
  • Check the table mysql.users if the host (or the ip) of the server is there
  • Try "ping localhost", if the ping shows unknown host localhost the /etc/hosts could be corrupted
  • If you have system delay issues check here


  • Go to the forum and search.
  • Post in the forum for help
Before post don't forget:
-Let us know that you already searched for your issue in the forum and the vicidial manual too
-Vicidial version with build (required)
-Installation method with version
-Detailed description of the problem (with CLI output from a single attempt) is often very useful (not 3000 lines of code mind you, just a single attempt from start to finish in a test environment with no other calls in the system at the moment of testing)
-Detailed configuration description for all settings you believe "Pertinent" to the situation. We'll ask for more if you miss any, of course which may help you in your next instance with this particular problem.


If this post helped you, please clic here

Sorry, there are no available sessions?

  • Check that you are using the correct phone login/password


  • Go to the forum and search.
  • Post in the forum for help
Before post don't forget:
-Let us know that you already searched for your issue in the forum and the vicidial manual too
-Vicidial version with build (required)
-Installation method with version
-Detailed description of the problem (with CLI output from a single attempt) is often very useful (not 3000 lines of code mind you, just a single attempt from start to finish in a test environment with no other calls in the system at the moment of testing)
-Detailed configuration description for all settings you believe "Pertinent" to the situation. We'll ask for more if you miss any, of course which may help you in your next instance with this particular problem.


If this post helped you, please clic here

Unable to open DAHDI - invalid conference

  • star the service manually /etc/init.d/dahdi start
  • Enable the service in the run levels: chkconfig dahdi on or chkconfig --level 35 dahdi
  • Look for errors on /etc/init.d/vicidial


  • Go to the forum and search.
  • Post in the forum for help
Before post don't forget:
-Let us know that you already searched for your issue in the forum and the vicidial manual too
-Vicidial version with build (required)
-Installation method with version
-Detailed description of the problem (with CLI output from a single attempt) is often very useful (not 3000 lines of code mind you, just a single attempt from start to finish in a test environment with no other calls in the system at the moment of testing)
-Detailed configuration description for all settings you believe "Pertinent" to the situation. We'll ask for more if you miss any, of course which may help you in your next instance with this particular problem.


If this post helped you, please clic here

There are too many Connections

  • Go to the data base and execute: SET global max_connections = 250;
  • Go to the forum and search.
  • Post in the forum for help
Before post don't forget:
-Let us know that you already searched for your issue in the forum and the vicidial manual too
-Vicidial version with build (required)
-Installation method with version
-Detailed description of the problem (with CLI output from a single attempt) is often very useful (not 3000 lines of code mind you, just a single attempt from start to finish in a test environment with no other calls in the system at the moment of testing)
-Detailed configuration description for all settings you believe "Pertinent" to the situation. We'll ask for more if you miss any, of course which may help you in your next instance with this particular problem.


If this post helped you, please clic here

Asterisk Behind NAT not working

If your Asterisk PBX is behind a NAT firewall, i.e. the PBX has an IP such as 192.168.0.2 then you will need to perform additional configuration to allow Asterisk to route the SIP and RTP correctly.

The NAT configuration can be found in the file /etc/asterisk/sip.conf, the relevant section that needs to be edited is reproduced below:

externip=XX.XXX.XX.XX (This needs to be your PUBLIC WAN IP address, which can be found out either from your routers administration web page, or by visiting www.whatismyip.com)

localnet=192.168.1.0/255.255.255.0

nat=yes

Once the file has been edited, you will need to restart Asterisk, consult your distribution documentation on how to perform this, for example:

service restart asterisk

sudo /etc/init.d/asterisk restart


A further consideration is that you should ensure that you have configured port forwarding correctly on your router due to the PBX being in a NAT environment

4569 UDP - IAX/2 , forward this port if you have purchased IAX trunking , IAX can traverse your firewall easier than SIP

5060 UDP - SIP

10000 - 20000 UDP - SIP RTP Media

Reference: http://www.gradwell.com/support/kb/article.php?id=66


  • Go to the forum and search.
  • Post in the forum for help
Before post don't forget:
-Let us know that you already searched for your issue in the forum and the vicidial manual too
-Vicidial version with build (required)
-Installation method with version
-Detailed description of the problem (with CLI output from a single attempt) is often very useful (not 3000 lines of code mind you, just a single attempt from start to finish in a test environment with no other calls in the system at the moment of testing)
-Detailed configuration description for all settings you believe "Pertinent" to the situation. We'll ask for more if you miss any, of course which may help you in your next instance with this particular problem.


If this post helped you, please clic here

Calls in queue not connecting or Your session has been disabled

  • Check the database Show tables status
Repair corrupted tables Repair table table_name or mysqlcheck -u root -p -A --auto-repair
  • Confirm that all the agents are ready.
  • Dialer server not turned on in cluster (If you don't know what is a cluster, this is not your issue)
  • Call times for inbound group don't allow inbound calls
Did not pointed to Ingroup (presuming you mean to call the ingroup a "queue", which it is not, asterisk has "queues" and vicidial does not use them, so calling anything in vicidial a queue is likely to cause a misunderstanding).
  • Inbound CID was listed in a filter
thereby rerouted to the filter setting instead of the ingroup to which the DID is pointed
  • The list goes on and on.
Basically the concept is that Any Setting in the DID or Ingroup can cause either one to fail. Additionally any setting on a server or the base cluster can make the server or cluster fail ...
  • Go to the forum and search.
  • Post in the forum for help
Before post don't forget:
-Vicidial version with build (required)
-Installation method with version
-Detailed description of the problem (with CLI output from a single attempt) is often very useful (not 3000 lines of code mind you, just a single attempt from start to finish in a test environment with no other calls in the system at the moment of testing)
-Detailed configuration description for all settings you believe "Pertinent" to the situation. We'll ask for more if you miss any, of course which may help you in your next instance with this particular problem.


If this post helped you, please clic here

Sorry, your phone login and password are not active in this system, please try again

  • Check that the phone login/pass combination belongs to the server
  • Check that the extension is active: Vicidial->Admin/Phone/EXTEN/Active Account: Y
  • Add DB=yes to the URL, like http://myserver/agc/vicidial.php?DB=yes and check the query. Look for the password that is being sent.
  • if the password is using special characters go to vicidial.php, and comment: $phone_pass=ereg_replace("[^0-9a-zA-Z]","",$phone_pass);


  • Go to the forum and search.
  • Post in the forum for help
Before post don't forget:
-Let us know that you already searched for your issue in the forum and the vicidial manual too
-Vicidial version with build (required)
-Installation method with version
-Detailed description of the problem (with CLI output from a single attempt) is often very useful (not 3000 lines of code mind you, just a single attempt from start to finish in a test environment with no other calls in the system at the moment of testing)
-Detailed configuration description for all settings you believe "Pertinent" to the situation. We'll ask for more if you miss any, of course which may help you in your next instance with this particular problem.


If this post helped you, please clic here

Music on Hold not working

  • Rename park files
Go to /var/lib/asterisk/default and/or /var/lib/asterisk/sounds and rename all the files named "park" and only let "park.gsm"
   http://www.eflo.net/VICIDIALforum/viewtopic.php?t=12727&highlight=music+hold+class+default&sid=737a0ebd69ae52f16690f6a4c97eefad

http://www.eflo.net/VICIDIALforum/viewtopic.php?t=10125&sid=a83806acba2ce9801385b1f956916453


  • Go to the forum and search.
  • Post in the forum for help
Before post don't forget:
-Let us know that you already searched for your issue in the forum and the vicidial manual too
-Vicidial version with build (required)
-Installation method with version
-Detailed description of the problem (with CLI output from a single attempt) is often very useful (not 3000 lines of code mind you, just a single attempt from start to finish in a test environment with no other calls in the system at the moment of testing)
-Detailed configuration description for all settings you believe "Pertinent" to the situation. We'll ask for more if you miss any, of course which may help you in your next instance with this particular problem.


If this post helped you, please clic here

Dialer not dialing the correct lines

This happen when the dialer does not have the correct "current active calls". The correct number is calculated by: ratio level * agents logged in = current active calls if Available only tally = 'N'.

Sample:

ratio level = 4
agents logged in = 11
current active calls = 44

Troubleshooting:

Admin > System Settings > Max FILL Calls per Second: 80
Admin > Servers > Max Vicidial Trunks: 110
Admin > Servers > Max Calls per Second: 50


  • Go to the forum and search.
  • Post in the forum for help
Before post don't forget:
-Let us know that you already searched for your issue in the forum and the vicidial manual too
-Vicidial version with build (required)
-Installation method with version
-Detailed description of the problem (with CLI output from a single attempt) is often very useful (not 3000 lines of code mind you, just a single attempt from start to finish in a test environment with no other calls in the system at the moment of testing)
-Detailed configuration description for all settings you believe "Pertinent" to the situation. We'll ask for more if you miss any, of course which may help you in your next instance with this particular problem.


If this post helped you, please clic here

Audio Issues

  • Most of the time bandwidth issues. Go to http://www.asteriskguru.com/tools/bandwidth_calculator.php add 30% to this result (because you use the internet not only for audio, remember you use also for data, like web, etc), go to Speedtest.net and compare the result. If you can not increase your ISP bandwidth you can rent a vici server in the states and save money
  • Use a codec that consume less bandwidth like g729
  • Use iax whenever possible
  • Change the carrier. If you only have one, check the if you are losing packets with a ping command.
  • Go to the forum and search.
  • Post in the forum for help
Before post don't forget:
-Let us know that you already searched for your issue in the forum and the vicidial manual too
-Vicidial version with build (required)
-Installation method with version
-Detailed description of the problem (with CLI output from a single attempt) is often very useful (not 3000 lines of code mind you, just a single attempt from start to finish in a test environment with no other calls in the system at the moment of testing)
-Detailed configuration description for all settings you believe "Pertinent" to the situation. We'll ask for more if you miss any, of course which may help you in your next instance with this particular problem.


If this post helped you, please clic here

DTMF not working

  • Change the dtmfmode

Go to Vicidial/Admin/Carriers, change your carrier dtmfmode, you can use any of these: inband , rfc2833 , info, auto

  • Go to the forum and search.
  • Post in the forum for help
Before post don't forget:
-Let us know that you already searched for your issue in the forum and the vicidial manual too
-Vicidial version with build (required)
-Installation method with version
-Detailed description of the problem (with CLI output from a single attempt) is often very useful (not 3000 lines of code mind you, just a single attempt from start to finish in a test environment with no other calls in the system at the moment of testing)
-Detailed configuration description for all settings you believe "Pertinent" to the situation. We'll ask for more if you miss any, of course which may help you in your next instance with this particular problem.


If this post helped you, please clic here

Vicidial Agent Screen Issue Windows 8

  • Install the Windows 8 "Classic Shell". Available on SourceForge.net

reference: http://vicidial.org/VICIDIALforum/viewtopic.php?f=4&t=27863&p=98831#p98831


  • Go to the forum and search.
  • Post in the forum for help
Before post don't forget:
-Let us know that you already searched for your issue in the forum and the vicidial manual too
-Vicidial version with build (required)
-Installation method with version
-Detailed description of the problem (with CLI output from a single attempt) is often very useful (not 3000 lines of code mind you, just a single attempt from start to finish in a test environment with no other calls in the system at the moment of testing)
-Detailed configuration description for all settings you believe "Pertinent" to the situation. We'll ask for more if you miss any, of course which may help you in your next instance with this particular problem.


If this post helped you, please clic here

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