Common Questions

Issue or Task	Action
System Status indicates License Services is unreachable.	Indicates a connection problem between the WAVE 3000 Server and the Licensing Server. This does not prevent the WAVE 3000 Server from operating, but you will be unable to add new licenses and CALs until the connection is restored.
System Status indicates Connect Plus Radio Gateway Services is not running.	Indicates a problem with one of the WAVE 3000 Server services. Click the Maintenance tab > Restart WAVE Server, and then click the Restart button. If this does not resolve the issue, then contact Motorola Support.
System Status indicates there are no CALs allocated to this Gateway.	Indicates that no CALs are currently allocated to this WAVE 3000 Server. In this state, the WAVE 3000 Server cannot connect with radios or Broadband users. For instructions on adding licenses see Managing Licenses
After committing changes, I continue to get errors in the Commit Changes yellow box.	The Commit Changes yellow box shows one error message at a time. Correct the error and click Commit Changes again to see the next error. Once all errors are resolved, all changes will be committed, and the yellow box will be clear of errors. WAVE 3000 Server services will then restart.
I can no longer access the WAVE 3000 Server administrator interface after changing the Broadband adapter IP address.	If you have lost the IP address to the Broadband adapter, then you must contact Motorola Support.
I cannot add Talk Groups to a user.	Check to ensure the user has no more than 16 Talk Groups. WAVE clients cannot have more than 16 Talk Groups, and the WAVE 3000 Server system automatically prevents adding more than 16.
I restarted my WAVE 3000 Server, and can no longer access the WAVE 3000 Server administrator interface.	The WAVE 3000 Server may still be rebooting. Wait a few minutes and then try the address again. Ensure you are using https:// to access the WAVE 3000 Server.
My browser reports an untrusted certificate when trying to access the WAVE 3000 Server.	This is due to the lack of a trusted security certificate. Ignore the warning and continue to the website.
I created a new user and I get a Commit Changes error.	This is often caused by the omission of a Talk Group. Each user must have at least one Talk Group to be activated. Add a Talk Group to the user.
A Broadband user’s Directory list appears empty.	Check to ensure subscribers have been added to the user.
Broadband users can hear transmissions from other users who do not appear in their Directory list.	The Directory tab shows the Contacts added to the user. There may be active WAVE 3000 Server users who are not added to the current user’s Contacts list. The Directory tab is only for initiating Private Calls.
A Broadband user cannot login while other Broadband users can.	Check to ensure the Broadband user is active. Each Broadband user has an Active check box located on each user page. Deactivated Broadband users cannot login.
Radios cannot hear a Broadband user, but the Broadband user can hear radio transmissions.	Try reducing the number of Talk Groups. Try restarting the WAVE 3000 Server. Ensure Talk Groups are configured correctly in the XRT 9000/9100 Gateway. Try reducing the number of WAVE 3000 Server users who can sign-in on multiple devices simultaneously. Ensure the number of Talk Path resources on the XRT 9000/9100 are not exceeded.
A Broadband user cannot initiate a private call with a Radio user.	All of the XRT 9000/9100 Talk Paths may be in use. Try again. If the inability to initiate the Private Call is intermittent, it may be due to the lack of Talk Path resources. Ensure the Broadband user is enabled for Private Calls, and that the radio users is selected in the Broadband user’s Contact list.
Broadband users are logged out whenever I Commit Changes in the WAVE 3000 Server.	This is normal. In order for Broadband clients to obtain their new configuration, they must be logged out and logged back in. Whenever you click Commit Changes in the WAVE 3000 Server, all Broadband clients are temporarily logged out. They log back in automatically.
A Broadband user cannot login.	Your WAVE 3000 Server may be over capacity as specified by its license. Broadband users attempting to login when the number of licenses has been exceeded will be rejected. The Broadband user may be logged in on another device. Check the Number of Simultaneous Sign-ins Allowed setting for the user. Increase this amount by one and try to sign in.
Broadband users cannot communicate with radio users.	The most common cause is the misconfiguration of the XRT 9000/9100 Gateway. Check your XRT 9000/9100 and ensure the following. You have specified the Max Talk Paths value in Settings > XRT 9000/9100 User Config. These Talk Paths are resources, not groups. You have set the range of Group Talk Paths in Settings > XRT 9000/9100 User Config. These are Talk Groups. You have created the correct number of Talk Paths in Settings > Users. These Talk Paths are resources, not groups. You have created the correct Group Talk Paths in Settings > Users. These are Talk Groups. Check your radios and ensure the following. You have configured your radios to log in to the correct MultiSite. In the XRT, see Settings > MultiSite for a list of MultiSites.
Broadband user hears an error sound and sees a red transmit button when they try to transmit over a Talk Group	This typically occurs when another user is transmitting over the Talk Group. Talk Group audio is simplex, and only one user may transmit at a time. It can also occur if no other Broadband users are logged-in and the Talk Group is broadband-only. If only one Broadband client is logged into a WAVE 3000 Server, then any attempt to transmit on a broadband-only Talk Group that does not exist in the XRT 9000/9100 results in an error sound and a red transmit button. This is because there are no Broadband clients to receive the transmission. To resolve this, sign-in with a second Broadband client and transmit over the same Talk Group.
Log times listed in my logs are not correct.	Set the Time Zone in System > Logging Level and Time Zone. When you set the Time Zone, it will not change the time of existing logs. For more information see Managing Logs
The oldest diagnostic logs are missing before the 7 day deletion period.	Diagnostic and User logs are deleted after 7 days. However, if you have set your logging high, and your WAVE 3000 Server’s hard drive is running low on memory due to the logs, then the WAVE 3000 Server will delete logs to save space. Space-saving log deletion starts with the oldest logs. If you notice logs being deleted, check your Logging Levels in System > System and Usage Logs > Logging Level. If you have recently reset your time zone, some logs may have been deleted due to time discrepancy. For more information see Managing Logs
While attempting to download User Logs, the WAVE 3000 Server shows the error, “Unable to load usage logs.”	When an WAVE 3000 Server unit is first installed, or when it is upgraded, there may be no logs present to download. Attempting to use the WAVE 3000 Server unit by logging in using a client and transmitting generates logs. Use the WAVE 3000 Server, then try to download the Usage logs.
The Radio System Adapter IP Address shows 169.254.*.*	After setting the Radio System Adapter IP address and committing changes, if the Radio System Adapter IP address shows 169.254.*.* then you have specified an IP address that is already in use on the network. This causes an IP address conflict. Ensure you know the available IP Addresses on your network before specifying a NIC IP Address.
The WAVE 3000 Server shows it has changes pending commit, but I have not made any changes. Recently saved changes do not appear in the WAVE 3000 Server after committing changes.	Another WAVE 3000 Server administrator may have made changes and clicked Commit Changes at the same time. This is an unlikely scenario, but it can occur when more than one person is administering a WAVE 3000 Server. The best method to prevent this is to change the password to the WAVE 3000 Server and ensure only one person - the WAVE 3000 Server administrator - knows that password.
Question marks “?” appear in some of the logs.	This is due to Unicode characters entered into Talk Group or User fields. The logs do not support Unicode, and display a question mark character instead. Unicode characters are supported in WAVE clients and the administrator interface, but are not yet supported in WAVE 3000 log files and may be displayed as question marks. Only ISO Latin-1 characters are supported in WAVE 3000 logs.