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

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Updated:January 22, 2021

Document ID:FN63454

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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	Publish Date	Comments
1.0	06-Sep-11	Initial Release
10.0	13-Oct-17	Migration to new field notice system
10.1	22-Jan-21	Corrected Formatting Issues

Products Affected

Affected OS Type	Affected Software Product	Affected Release	Affected Release Number	Comments
NON-IOS	Cisco Agent Desktop Software Releases		8.5(4),8.5(2)a
NON-IOS	Unified Contact Center Enterprise Virtual Machine Templates	8	8.5

Defect Information

Defect ID	Headline
CSCts33268	Agent unable to start due to phonedev.dll dependency issue
CSCts26142	CAD 8.5(2) failed to start application not initialised properly
CSCts26131	CAD agent.exe does not launch after upgrade to 8.5(2) MR2

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 Symptom

Upon launching Cisco Agent Desktop, the user sees the 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 http://www.cisco.com/cisco/software/release.html?mdfid=273556285&flowid=5220&softwareid=280840589&release=8.5%282%29a&relind=AVAILABLE&rellifecycle=&reltype=latest.

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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