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Cisco Jabber for Windows

Jabber for Windows Problem Report

Document ID: 116334

Updated: Jul 31, 2013

Contributed by Md Hasan, Cisco TAC Engineer.

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Introduction

This document describes how to create a problem report for Cisco Jabber for Windows; a clean and detailed report helps narrow down the logs in order to isolate a specific error or issue.

Create a Problem Report

This procedure describes how to create a clean, detailed problem report:

  1. Stop the jabber.exe process.
  2. Delete all logs for your OS; they are located in these folders:
    • Windows XP:
      C:\Documents and Settings\username\Local Settings\Application Data\Cisco\Unified Communications\Jabber\CSF\Logs
    • Windows Vista:
      C:\Users\username\AppData\Local\Cisco\Unified Communications\Jabber\CSF\Logs
    • Windows 7:
      C:\Users\username\AppData\Local\Cisco\Unified Communications\Jabber\CSF\Log
  3. Restart the jabber.exe process.
  4. Reproduce the issue once in order to allow for easier investigation.

    Note: Record the name of your Cisco contact, as well as the time of the interaction, and include this information in the summary for the problem report.

  5. From the Jabber help menu, select the Report a problem option in order to launch the reporting tool.
  6. Follow the instructions on how to report a problem.

The problem report does not include the database file for issues related to contact resolution on the Call History tab. The database files are located in these folders:

  • Windows XP:
    C:\Documents and Settings\username\Local Settings\Application Data\Cisco\Unified Communications\Jabber\CSF\History
  • Windows Vista:
    C:\Users\username\AppData\Local\Cisco\Unified Communications\Jabber\CSF\History
  • Windows 7:
    C:\Users\username\AppData\Local\Cisco\Unified Communications\Jabber\CSF\History

For media issues (such as one way audio or video or missing audio or video), get Wireshark traces.

Related Information

Updated: Jul 31, 2013
Document ID: 116334