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Cisco Agent Desktop

Field Notice: FN - 63454 - Agent desktops upgraded to Cisco Agent Desktop 8.5(2) are unable to launch

Field Notice: FN - 63454 - Agent desktops upgraded to Cisco Agent Desktop 8.5(2) are unable to launch

September 8, 2011


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
1.0
08-SEP-2011
Initial Public Release

Products Affected

Products Affected Comments
CAD, Unified CCE - 8.5(2)
Cisco Agent Desktop 8.5(2) for Cisco Unified Contact Center Enterprise 8.5(2)

Problem Description

Agent desktops upgraded to Cisco Agent Desktop 8.5(2) are unable to launch. An error message appears and the application is terminated.

Background

During the course of installing the maintenance release to the CAD Services (typically on a Peripheral Gateway), the update creates an install package (Cisco Desktop Services 8.5(2) Maintenance Release 2.msi) for distribution to the agent, supervisor, and administrator client applications. When executed on Cisco Agent Desktop 8.5(1) client desktops, the installer replaces a subset of the application's file set. One of the replacement files, phonedev.dll, is corrupt and prevents the Cisco Agent Desktop client from launching. To correct the problem, the Maintenance Release must be reissued with a new phonedev.dll.

Problem Symptoms

Upon launching Cisco Agent Desktop, the user sees this error message: "Application failed to initialize properly (0xc0150002). Click on OK to terminate the application."

The correct build version for the phonedev.dll is 8.5.2.18

The specific version that is bad is 8.5.2.17

Workaround/Solution

The CAD 8.5(2) Maintenance Release will be reissued as CAD 8.5(2a).

CAD 8.52(a) is available for download on Cisco.com at Cisco Agent Desktop - Download Software.

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
{CSCts33268} (registered customers only) Agent unable to start due to phonedev.dll dependency issue
{CSCts26131} (registered customers only) CAD agent.exe does not launch after upgrade to 8.5(2) MR2
{CSCts26142} (registered customers only) CAD 8.5(2) failed to start application not initialized properly

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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