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Field Notice: FN - 63243 - Microsoft Security patch MS09-014 causing IE 6.0 to crash while generating WebView reports and collecting logs for Support Tools

Field Notice: FN - 63243 - Microsoft Security patch MS09-014 causing IE 6.0 to crash while generating WebView reports and collecting logs for Support Tools

Revised June 11, 2009

May 14, 2009


NOTICE:

THIS FIELD NOTICE IS PROVIDED ON AN "AS IS" BASIS AND DOES NOT IMPLY ANY KIND OF GUARANTEE OR WARRANTY, INCLUDING THE WARRANTY OF MERCHANTABILITY. YOUR USE OF THE INFORMATION ON THE FIELD NOTICE OR MATERIALS LINKED FROM THE FIELD NOTICE IS AT YOUR OWN RISK. CISCO RESERVES THE RIGHT TO CHANGE OR UPDATE THIS FIELD NOTICE AT ANY TIME.

Revision History

Revision Date Comment
1.1
11-JUN-2009
Added two additional workarounds.
1.0
14-MAY-2009
Initial Public Release

Products Affected

Products Affected Comments
Cisco Support Tools Node Agent - 2.x
All SR's
ICM/IPCC/UCCE Webview Server - 6.0(0), 7.x(x)
 

Problem Description

When you choose any drop-down menus, this action appears to trigger the IE crash, which includes the Date or Month that uses the Calendar for WebView reports and the "Relative Time Span" drop-down menu.

The use of Support Tools log collection also brings down Internet Explorer 6.0 with Microsoft security update MS09-014 applied.

MS09-014 Addresses a vulnerability in Microsoft Explorer (KB 963027).

Background

Cisco evaluates Microsoft security notices and updates for potential impact to Cisco Contact Center products.

The qualification process results in one of three categorical ratings being applied to a given update: Impacting, Deferred, or Not Applicable.

The three ratings are defined in the Cisco Customer Contact Software Policy for using Microsoft Security Updates on Products Deployed on a Retail Installation of Windows Operating System Bulletin.

The cumulative set of security patches available from Microsoft, which include those marked here as Deferred, are applied to Microsoft Windows Server 2003 (current supported Service Pack) and/or appropriate component prior to Cisco's testing of every release of the CCBU products (major, minor, and maintenance). Customers who install a new Microsoft Windows server platform or those otherwise seeking a comprehensive list of Cisco-qualified security patches should update their installed CCBU product to a supported maintenance release level and then consult the product Security Bulletin Field Notices (FNs) issued in the interim since the maintenance version release date. Applicable FNs can be found by using the Product Alert Tool (PAT) available on Cisco.com, as follows:

  1. Go to the Product Upgrade Tool (PUT) (registered customers only).
  2. Create a Profile if one does not exist and choose all products that are required.
    Note: Cisco recommends that you set up a profile for each area of interest. For example, create one profile for Field Notices, another profile for End of Sales, and so forth.
  3. From the Product Alert Tool (PAT) toolbar, choose Alerts History.
  4. Choose the profile created for Field Alerts.
  5. Choose ALL or specify the date range.
  6. Run the reports based on the information entered.

For the security updates listed in the Problem Description section of this bulletin, Cisco has assigned the updates to these categories:

Deferred

MS09-014 - addresses a vulnerability in Microsoft Internet Explorer (KB 963027)

Proper care should be taken in deciding which updates to apply to your systems. Refer to Security Best Practices for Cisco Intelligent Contact Management Software Guide for more information on the security measures to be considered in an ICM environment.



Product Version Tested (Y/I*) Components Tested (All or Specific)
ICM/IPCC 6.0, 7.x(x) Y WebView
Cisco Support Tools Node Agent 2.x Y Support Tools

* Testing Disposition

I - In Progress (indicates that testing is in progress and is updated when complete)

Y - Yes (tested)

NA - Not Applicable (none of the security updates are being tested because of a "Not Applicable" or "Deferred"
assessment)

Customers should follow Microsoft's guidelines in regards to when and how they should apply these updates. Refer to the Microsoft website for full details of the potential exposure from the caveat, which is referenced on the Microsoft Security page.

Problem Symptoms

Choosing the Date or Month using the Calendar for WebView reports and Support Tools log collection brings down IE.

Workaround/Solution

The IE crash is due to the issues in Microsoft Security Update MS09-014 (KB 963027).

Microsoft has confirmed it to be a known issue.

These workarounds are available at this time.

  1. Upgrade to IE 7.0 (Win2k3/WinXP OS). Install the MS Security Update MS09-014 (KB 963027) for IE 7.0. Restart the machine.
  2. If the previous option is not feasible, uninstall the Microsoft Security update MS09-014 (KB 963027).
  3. Microsoft has released hotfix for the IE crash for Windows XP and is available in below link:
    http://www.microsoft.com/technet/security/bulletin/ms09-019.mspx
  4. The hotfix for Windows 2003 SP2 is yet to be released by Microsoft, as mentioned in below link in Prerequisites: Note section:
    http://support.microsoft.com/kb/970656/

Cisco recommends that Contact Center customers separately assess all security patches released by Microsoft and install those deemed appropriate for their environments.

Cisco continues to provide a service of separately assessing and, where necessary, validating higher severity security patches that may be relevant to the ICM/IPCC Enterprise and ICM/IPCC Hosted software products.

Visit the Microsoft website to acquire the fixes. Keep in mind that you should download the appropriate fixes based on the version of the Microsoft operating system deployed in your environment and service pack level.

DDTS

To follow the bug ID link below and see detailed bug information, you must be a registered customer and you must be logged in.

DDTS Description
CSCsz46313 (registered customers only) WebView IE6 browser crashes after loading MS Patch KB963027

For More Information

If you require further assistance, or if you have any further questions regarding this field notice, please contact the Cisco Systems Technical Assistance Center (TAC) by one of the following methods:

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