Product Limitations

Prognosis 11.7 has certain limitations due to the methods and technology it uses to collect information. The following limitations are known.


High Availability

  • Synchronization of the data stored in Prognosis High-Performance Database Collections and Summaries is NOT supported.
  • Synchronization of Preserving Alert State on Restart is NOT supported.
  • Prognosis High Availability is ONLY supported on the Microsoft Windows platform.
  • Prognosis Multi-homed Nodes servers are currently NOT supported.
  • Prognosis version on an HA Pair must be the same when Linking and Unlinking the HA Pair.
  • Prognosis High Availability is focused around planned outages and synchronization of Prognosis configurations.
  • Prognosis Path Insight is NOT supported.
  • Prognosis Reporting Solutions is NOT supported.
  • Prognosis Call Recording Assurance is NOT supported
  • High Availability does not support Store and Forward Facility (SAF) - Database Collection for cross-node Availability monitoring.
  • Web Application features Navigation Page are NOT supported - Administration Tool:
    • Navigation tree change
    • Navigation View settings
    • Customized dashboards
    • Customized background/persistent views
    • Mashup and Key Displays
  • High Availability does not support the Windows Client.
  • High Availability is supported for the internal PostgreSQL database only, and PostgreSQL cannot be set up separate to the Prognosis server.
  • When monitoring any Cisco Application clusters for High Availability, the Prognosis High Availability pair MUST be installed with the same folder path.
  • High Availability will NOT support long Prognosis Node names that have the first 30 characters identical.
  • Changing the Prognosis node name is NOT supported in High Availability.
  • High Availability supports synchronization of Prognosis configurations via PostgreSQL database replication ONLY.

Export to Excel from Web Application

Currently, export to MS Excel is limited to standard dashboards with tables and charts. Dashboards specifically built with special web diagrams, such as Voice Quality 360 and Avaya Vector topology diagrams, are not supported.

Voice Quality 360

Currently, the voice quality 360 feature will only work where media is transported using IPv4 addresses and ports, and it might not be able to match the call legs correctly with overlapping IP addresses from different domains.

Time Synchronisation

All Prognosis servers within the same deployment should be time-synchronized. When times are not synchronized between servers within the Prognosis hierarchy, there may be cases where data is not automatically updated on the online displays in both the Windows Client and the Web Application.


The time remaining shown during the uninstallation of Prognosis can be inaccurate. The time reported is greater than the time required.


Prognosis does not support IPv6 identification of servers and devices. In addition, Prognosis Network Router does not support IPv6 TCP communication.

Unsupported features in the Web Application

When sending Displays to be used as part of the Web Application, there are certain features that are currently not supported. These include:


  • Windows Themes for different colors and fonts are not supported. The Prognosis Web Application has the standard background and foreground colors as well as standard fonts.
  • Status and caption bars for individual windows within a Display are not supported.
  • Row numbers on the left of the tables are not supported.
  • Cache Intervals in chart presentations are not supported.
  • Pop-up prompts are not supported.
  • Drill down and links to Database Collections, Database Summaries, Thresholds, Analysts, and Commands are disabled in the Web Application.
  • Reports are now set up under Report Central, and drill down from Prognosis Displays to reports are not supported.
  • Drill-downs and links to a Database Replay where there is specific stop time, based on an interval, may not show the expected timing of the Web Application.
  • Options for clearing the workspace or leaving the workspace unchanged when drilling-down through links are no longer supported. It is necessary to utilize the tab functionality supported by the browser. Only drill- downs from chart legends do not support “Open in new tab.”
  • The spacing between windows, as well as margins for displaying data inside a window, is different in the Web Application when compared to the Prognosis Windows Client. At times, it will be necessary to resize the windows in a Display to ensure that data remains visible in the Web Application.
  • Icon color setting, indicating if data is available, is no longer supported.
  • Sending multiple Displays to the web with the same name, under different directories, will end up having only the last one sent being available.
  • MIN/MAX are not supported in the Web Application. If a data field MIN/MAX option is selected for a Display, which is sent to the web, only the STD value will be rendered.
  • Time modes other than ‘Server Time’ are not supported. Data will always be rendered based on server time.
  • Time Display modes including ‘Time and Mode,' ‘Time and Offset’ and ‘Time, Mode and Offset’ are no longer supported. Time will be rendered as ‘Time Only’ mode in the Wed Application.
  • Visual alarms on columns are not supported in the Web Application. Displays with visual alarms on columns are converted to have the visual alarm on the cell only.


  • Chart Trending is not supported.
  • The threshold line is not supported.
  • 3D charts are not supported. They will be rendered as 2D charts only.
  • Stacked ‘Column-Line’ and ‘Line-Line’ charts are not supported.
  • Stacked line charts are not supported. They will be rendered as stacked area charts.
  • Line thickness is not supported. All line graphs are drawn with the same line thickness. Line charts with a thin line and a large number of intervals or a large number of lines in the Prognosis Windows Client might not be readable in the Web Application. In this case, please consider reducing the number of items plotted on the line graph.
  • Charts are always visible under the Web Application. Displays, where chart legends are enlarged to take up the space of the entire window to hide charts, will not be supported.
  • Chart legends are not resizable in the Web Application. Displays, where chart legends are resized to show limited data in the Prognosis Windows Client, will not display the same way under the Web Application.
  • Small sparkline style charts without legend and axis labels are not supported in the Web Application.
  • Spacing for time scales in charts is different between the Prognosis Windows Client and the Web Application. If an ‘Automatic Label’ is not selected, the time scale may be rendered with large overlaps, making the time scale unreadable. Change the time scale to use ‘Automatic Label’ and send it to the web again, if necessary.

META Fields

  • Not all META fields are supported in the Web Application. Support for the following items has been removed and Displays using these fields will need to be adjusted before they can be sent to the web.
  • META.SHORTFIELDNAME in a chart series condition is not supported. Series coloring may not be as expected in the Web Application.

EMPTY Fields

  • Checking if a field is EMPTY in a where clause via a prompt such as FIELD = #EmptyPrompt is not supported. It will be necessary to adjust the where clause in the dpy file to check for (FIELD = EMPTY AND #EmptyPrompt = EMPTY) explicitly.
  • Checking if a field is EMPTY in a where clause can be done with either FIELD = EMPTY or FIELD = “EMPTY” under the Prognosis Windows Client. However, the only FIELD = EMPTY is supported under the Web Application. FIELD = “EMPTY” will be checking for the literal string “EMPTY” instead.

Prompt Substitution

  • The Web Application is much stricter regarding field and prompt comparison; a prompt must be of the same type as the field. Therefore, a prompt with a value of ‘All’ cannot be used for comparison with an integer field, such as a port number.
  • Prompts that are not explicitly specified in a drill-down may not be available in the Web Application as part of the URL. If prompts are missing from the URL, it will be necessary to ensure that the prompts are explicitly specified in a drill-down in the display file in the Windows Client. Sometimes this will require adding extra user-defined fields to store temporarily promptly so that they can be passed between multi-level drill-downs.
  • When a field with the Display option ELAPSED TIME is used as a prompt in the Web Application, it will only be passed as a string in the time format with colons instead of the number of seconds. Therefore, the ELAPSED TIME prompt may not work as expected in the Web Application.
  • When a field with the Display option TIMESTAMP is used as a prompt in the Web Application, it will only be passed as a string in ISO 8601 format instead of the Prognosis Windows Client format. Therefore, the TIMESTAMP prompt may not work as expected in the Web Application.
  • Advance packaging where prompts are used to specify field and record names are not supported.
  • Advance packaging where prompts are used to substitute an entire where clause is not supported.

Web Application

  • Data shown in the Web Application will be displayed according to the time zone settings of the monitoring server where the information is gathered. In the case where a display contains data from multiple monitoring servers, data will default to display using UTC. When additional data are being collected from more nodes in the different time zone for a display, data might first be shown under a specific time zone and then flip to show data in UTC.
  • The default time zone setting is set to UTC to display data from multiple monitoring servers. This is a fixed time offset that is not related to regional time settings, and it does not automatically adjust for daylight saving changes.
  • ‘Mashups’ are available for online Displays and reports but are not available from database replays.
  • Drill down via legends in charts do not support the “Open in new tab” browser option.
  • Change in column width is not retained if the Display is closed or refreshed.
  • There is no left/right axis indicator show for dual-axis charts in the Web Application.
  • ‘Send-to-web’ function is available for displays and database replays, however, for reports further work is needed to be done using the web report function under Prognosis administration before the report can be used and populate with data.
  • Many database processes will be created when starting a replay for HP NonStop data via the Web Application, and it is slow to return data.
  • Opening a large number of dashboards in quick succession soon after IIS restart, while Prognosis is running, can lead irpqlsrv to consume extra unnecessary memory. Irpqlsrv may terminate itself and restart within a few hours.
  • The position of an item in the Web Application navigation tree is not preserved if ‘open new tab’ or ‘open in new window’ is used.
  • Using the back button on the browser will not keep the replay database position on the Web Application.
  • Administration of Thresholds and Databases via the Web Application may not take into account any specified ‘Node to Run On.'
  • Navigation for the Web Application cannot be updated by multiple users simultaneously.
  • Administration change via web application might overwrite changes done via the windows application when data is not synced up.

SNMP Traps

Each device that sends SNMP Traps to Prognosis is required to be monitored on a separate Prognosis Monitoring Server. These include the following monitored environments:

  • Generic SNMP ‘traps in’
  • Avaya CS1000
  • Alcatel
  • Avaya Contact Centre
  • Avaya IP Office

Prognosis Server Connection

The Prognosis Server Connection may not work when a class C address of x.x.x.255 is used while there is another class B address set up with the right subnet mask.

Windows Client

  • Commands cannot be started if the user is logged into the Windows Client with a username that starts with “\.”
  • The tile horizontally and tile vertically options in the Windows Client do not work correctly when the edit mode is turned off.

Memory Size Settings

The SET MEM-SIZE statement in the PROGNOSIS Configuration can only be set with an executable name instead of symbolic process id.

Adding Monitoring Across Nodes Via The Web Application

When adding systems to be monitored via the web application on a node with an older version of Prognosis, sometimes the system might fail to add, or the database/threshold might fail to start as the old system does not necessarily support the new feature.

Prognosis for Infrastructure

Web Session Emulator

The Web Session Recorder and Emulator currently does not support IE 10+.

Microsoft Windows

Operating system descriptions for Windows Servers may not be accurate. When a range of servers is managed, the ‘Welcome to Prognosis Platform Systems Management’ page is showing all servers, such as Windows Server 2012, with an incorrect version number.

Item No.



FAIL TO LOAD DRIVER error messages received from irdllcol on Windows when the Prognosis user does not have administrator privileges. Prognosis needs to load drivers to populate the NTHANDLE, NTFILEOP and NTREGOP records.

To avoid these errors, the collections can be disabled by commenting out the lines in the relevant irdllcol.ini file as follows:

In irdllcol.ini:

; SysInternal Collections.
;Collection="Record NTHANDLE, DLL irhndmoncollection.dll, EntryPoint CreateHNDMONCollection"

In irdllcol64.ini:

; SysInternal Collections.
;Collection="Record NTFILEOP, DLL irfilemoncollection.dll, EntryPoint CreateFILEMONCollection"
;Collection="Record NTREGOP, DLL irregmoncollection.dll, EntryPoint CreateNTREGOPCollection"

HPE NonStop

The Prognosis Web Application does not yet support shell commands from Dashboards. Custom Databases, Analysts, and Thresholds are not restarted after an HPE NonStop upgrade.

These sets of records still have a limit of being able to deliver a maximum of 32K rows per interval:








































Prognosis for Payments

ATM Incident Manager

Issuing ATM commands from the Web Application

The Prognosis Web Application can be used to view ATM and ticket status and to open, comment on and change the state of tickets. Currently, however, the ability to manually issue commands to ATMs is limited to ATMs hosted in ACI Postilion. To manually issue commands to ATMs hosted in other applications from Prognosis, it is recommended to use the Windows Client.


ATM Manager Reporting is not set up and configured in the base install of Prognosis. To continue receiving ATM availability and service time reports in an 11.x environment, a manual procedure is available to set up ATM Manager Reporting.


Upgrading from versions prior to version 10.2

When performing a phased upgrade from a Prognosis version prior to version 10.2, PRM data from any older servers will not be fully visible in the new PRM dashboards released in version 10.2. The dashboards were reorganized in 10.2 around records that were only introduced in this version. To continue receiving full visibility of the older servers, it is recommended to retain an older Management Server or use the dashboards distributed with that older version on the newer Management Server and Windows Client, until the Monitoring Server can be upgraded to 10.2 or above.

Prognosis for Unified Communications


  • Prognosis for Unified Communications does not support the changing of a Prognosis server name by altering parameters in the prgnini file. Although this function may work for other Prognosis products.
  • Removing a Unified Communication monitoring item may not always remove it from the middle panel on the Web Application Administration page.
  • Data is displayed and collected using the time zone of the Monitoring Server; it is recommended to set the time zone of the Prognosis Monitoring servers to match the time zone of the equipment being monitored and also run related thresholds for that equipment on the same Monitoring servers.

Avaya Aura Communications

  • Prognosis is marking voice stream where Avaya Media Server is involved as “Unknown.” Currently, the IP address of Avaya Media Server is a match and the voice stream associated will be displayed as part of the media server details page, but the voice stream will be marked as type unknown.
  • Avaya ESS mode activation cannot be monitored. Also, the Avaya_Alert threshold will pick up all the resources that are not being controlled by the ESS as down.
  • Unable to monitor server status in an S87xx pair.
  • Voice Quality 360 might not be able to link up to calls from Avaya where both voice streams between a board and IP Phones are available.
  • Aura Configuration XML files (SIPEntities.XML and EntityLinks.XML) do not get removed. That is:
    • When removing System Manager or Session Manager from Prognosis, the SipEntities.XML and EntityLinks.XML remain behind.
    • When re-adding a System Manager or Session Manager, the user can upload a new SipEntities.XML and EntityLinks.XML files and it will replace the existing XML files.
    • When importing System Manager Configuration to Web Administration, the web form will contain error messages until the XML files are uploaded using Web Administration display.
    • When Upgrading from an earlier version of Prognosis 10.x, the SipEntities.XML and EntityLinks.XML files are preserved in under <Prognosis_Home>/Server/Configuration/IPTM/Avaya. However, the Web Administration does not import them into the model, so the Configuration page on the Web Administration shows the red warning: “System Manager Configuration incomplete, please upload SIP Entity and SIP Entity link XML files.”
    • Uploading incorrect XML files may remove existing Session Managers from Prognosis Configuration.

Avaya Communication Server 1000

Entities not supported

There is no data presented for:

  • Route Patterns,
  • Call Failure Ratios,
  • Disconnect Cause Codes
  • Calls Rejected

Voice Quality

Only data for degraded voice streams are available. Voice quality data is only present as streams, not Erlangs.

Incorrect port in the configuration setup

When an incorrect CS1000 PBX port has been set up using the Web Administration page or Windows Client, modifying the port through either interface may not fix the issue. If this occurs, it is recommended to restart the irNORTEL_PBX.exe by:

  • Going to the Windows Client,
  • Open the PROGNOSIS Configuration document
  • Enter the value SET RUN (irNORTEL.exe N), and click start
  • Change the value to SET RUN (irNORTEL.exe, Y), and click start. The collector now should be requesting data using the new port.

Cisco Unified Communications

Upgrade from Cisco Unified Communications 9 to Cisco Collaboration System Release 10

When Cisco Unified Communications Manager and Cisco Unified Presence Server are upgraded from version 9 to10 or 11, the two clusters configured in Prognosis will have to be removed and then re-added as one.

Instant data on new web application

Instant data in the new Web Application is supported for the top-level screens of Cisco Unified Communications Manager (CUCM), Cisco Unity Connection (CUC), Cisco Unified Presence (CUP), Cisco Unified Contact Center Express (UCCX), Cisco Unified Border Element (CUBE), Cisco Unified Computing System (UCS) B and C-series with the following exceptions:

  • CMA – All Clusters Central
  • CMA – All Server Central
  • CMA – TelePresence Central
  • CUC – Cluster Overview
  • CUC – Ports
  • CUC – Server Sessions
  • CUP – SIP Proxy Statistics
  • Cisco UBE Details
  • UCS C-Series System Central
  • Syslog Messages by Cluster


  • CPU, memory, DSP resources and environmental statistics are only available on for H323 and SCCP gateways where the associated MIBs are supported, and Prognosis has SNMP connectivity directly to the gateway.
  • H.323 and Voice Gateways that do not support the IF-MIB (i.e., the IfTable SNMP table) will not have accurate status information and the status of the gateway will default to ‘Down.' If accurate information is required, it will be necessary to enable the IF-MIB.
  • H.323 gateways that stop responding to SNMP requests will be displayed in Prognosis with the last retrieved status for each interface. Also, if there has never been a response from SNMP, no count or device details regarding the type of interface available on the H.323 gateway will be provided.
  • A Voice Gateway (VG) configured as part of a CUCM 5+ cluster that does not respond to SNMP requests will report the correct number of configured devices on the Gateway Central page, but no devices will be listed when drilling-down to the Gateway Details page. The Gateway Details page lists devices that only contain data retrieved via SNMP requests from the Voice Gateway.
  • No performance data is provided by CUCM 5+ for any MGCP gateway configured on a CUCM 5+ cluster that has never been registered to any CUCM server since the servers started up. The detailed device information will not be available due to a lack of performance data from the CUCM servers.
  • Status of the non-gatekeeper controlled inter-cluster trunk or SIP trunk without SIP profile with option ping will be set to ‘Unknown.' Route patterns with all destinations set to these types of the trunk will be ‘Unknown.' Status of route patterns which include other types of destinations will be based only on the destinations with known status.
  • For physical gateways that have multiple interfaces where some interfaces are H323 while others might be MGCP and SCCP, the logical H323 gateways will show all interfaces on the physical gateway including those which might be running another protocol. Also, Prognosis will only support physical gateways using multiple protocols when the logical gateways entries under the Cisco Unified Communication Manager Configuration Database have different names.
  • Monitoring of CUCM SIP Trunk status is limited to the first 200 Trunks, Cisco Displays for the remaining trunks will show 'Unknown' status.

Calls and Voice Quality

  • Voice quality data for calls rely on Cisco Call Management Records (CMRs), also referred to as Call Detailed Diagnostics Records (CDDRs), being available from the devices involved in a call. However, some devices such as H.323 gateways and SIP trunks do not provide CMRs on the CUCM. Voice quality for a call will be available as long as one of the devices involved in the call provides CMRs. Calls involving only devices with no CMRs will not have voice quality data provided by Prognosis.
  • CUCM 5+ calls will be put into the ’Unknown’ call category if they involve devices currently not being reported individually by Prognosis such as conference bridges.
  • The ‘Call by Category’ windows in the Cisco Calls Display and the ‘Voice Quality Distribution’ graph in the Cisco Voice Quality Display for CUCM 5+ plots the CDRs processed by Prognosis per interval. If Prognosis is set up to use SOAP requests rather than the Billing Application Server for CDR retrieval, there will be a time overhead in the delivery of the CDRs to Prognosis. This is due to the CUCM server having to respond to individual SOAP requests. Occasionally the CUCM server can take longer than one-time interval to reply to a SOAP request resulting in a delay in the processing of CDRs from one interval into the next. Therefore, the Displays may occasionally have an interval showing no data followed by another interval which has twice the normal amount of data. To prevent this from occurring, it is recommended that a Billing Application Server is selected for CDR retrieval. This eliminates unnecessary SOAP requests/responses between the CUCM server and the Prognosis Monitoring server.
  • Any files present in the CDR directory will be processed on Prognosis startup. If there are a large number of files in this directory, it may result in spikes in the Calls and Voice Quality records. This is particularly important when the Billing Application Server mechanism is used, and there has been extended downtime for the Prognosis service.

Phones and extensions

  • Currently, Prognosis will only be able to obtain CallManagerIpPhoneInformation (RTDEVINF) configuration information and CallManagerIpPhoneQos (RTDEVQOS) real-time call quality information for the various 69xx, 79xx, 89xx, and 99xx series IP phones. This information is obtained through the IP phone web pages including
    • http://<phone ip address>/DeviceInformationX,
    • http://<phone ip address>/PortInformationX
    • http://<phone ip address>/StreamingStatisticsX

Hence the population of fields in these two records is only available for IP phones which support and have the web page function enabled. These records are not supported for softphones such as IP Communicator or Cisco Jabber.

  • No SNMP data is provided by CUCM 5+ for phones configured on a CUCM 5+ cluster that has never been registered to any CUCM server since the servers started up. The status of these phones will remain ‘Unknown’ due to lack of SNMP data from the CUCM servers.
  • Prognosis currently only refreshes the device extension mapping once a day, the dynamics introduced by Extension Mobility will affect the CallManagerApplianceExtensions (CMAEXTN) and CallManagerDeviceExtension (CMDEVEXT) records where extension details are missing, or the associated device listed against the extension is not the most up to date. The CallManagerDevice (CMDEV) record will also be affected where the LineInUse (LNSINUSE) field is representing activities on an extension that is no longer associated with the particular device. Calls information as given in Calls Details and Call Details Diagnostic Records will still accurately reflect the device and the extension number used during the call at the time.

Cisco Alerts

  • Cisco Alerts data will only be available when Prognosis can contact and retrieve data from the publisher. There will be no Cisco alerts update when the publisher is down.
  • Cisco Unified Communication Server version 5.x does not put alerts into subcategories. Therefore, the group field in the Cisco Alerts record will be empty.
  • Cisco Alerts with descriptions longer than 508 characters will not be displayed in full.

Cisco Call Manager version 5+

After adding a new CUCM version 5+ system, it may not show up in the Web Application navigation tree until the browser is refreshed.

Cisco Unified Border Element

Change of CLI user password to be used as part of monitoring for Cisco Unified Border Element will not be picked up unless the collector is restarted.

Cisco Unified SIP Proxy

There is no support for SNMPv3 connections to the Cisco Unified SIP Proxy devices.

Microsoft Skype for Business

  • MOS values are provided directly by Microsoft and are not calculated using the standard Prognosis MOS formula.
  • There is no data presented for PSTN trunks and Route Patterns.
  • Microsoft Lync 2010 environment is no longer supported in Prognosis 11.1 and above.
  • Prognosis cannot monitor Microsoft Skype for Business and Cisco Call Manager version 3.x and 4.x from the same Monitoring Server.
  • When searching for a conference using the conference ID filter on the conversation list page, users must provide the full conference ID. The partial entry of a conference ID shall not return any result.
  • Subnet display may appear corrupted in a multi-tier deployment where the Monitoring Node is on Prognosis 11.0, and the Managing Node is on Prognosis 11.1 or above. A manual workaround is available from IR support team for customers who have this deployment scenario.
  • The export to excel capability is not yet available on the conversation list page.

Ribbon Session Border Controller 5000, 7000 and SWe

  • RADIUS information from Ribbon 5000, 7000 and SWe about each call does not include the codec used. Therefore, the codec is assumed to be G.711 when calculating MOS value.
  • Media IP addresses are also not available therefore it is not possible to link calls from Ribbon SBC 5000, 7000 and SWe to other calls under the Voice Quality 360 feature.

Prognosis for Risk & Compliance

Call Recording Assurance


Upgrade to Prognosis 11.7 is only supported from Prognosis 11.5 or later, versions prior to Prognosis 11.5 of Call Recording Assurance will not be able to be upgraded. It is suggested that a parallel deployment of Call Recording Assurance be setup and then a cut-over at an appropriate time.

Prognosis Management, Intermediate, and Monitoring nodes

The Call Recording Assurance enhancements introduced in Prognosis 11.5 requires that all the Prognosis nodes be upgraded at a minimum to the same version 11.5 or later.

NICE TRS Feature

The NICE TRS solution ensures that the call metadata is added to the database in case of CTI failure. The Prognosis Call Recording Assurance solution will alarm on missing recordings and not remark missed recording in which the NICE TRS feature retroactively marks calls as been recorded from a previous day.

NICE Trading Recording (NTR)

The solution only supports the combination of the Cisco Unified Communications platform and NICE Trading Recording (NTR). Avaya and NICE Trading Recording (NTR) is currently not supported in Prognosis Call Recording Assurance.

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