This document provides several steps for troubleshooting the following
Cisco Agent Desktop or Supervisor can't login
This message appears quite often on new installs of the Cisco Customer
Response Solution (CRS) application. In most cases, the problem is a
configuration step that is overlooked.
For more information on document conventions, see the
Technical Tips Conventions.
Before using the information in this document, please ensure that you
meet the following prerequisites:
The information in this document is based on the software and hardware
The information presented in this document was created from devices in
a specific lab environment. All of the devices used in this document started
with a cleared (default) configuration. If you are working in a live network,
ensure that you understand the potential impact of any command before using
This message often appears on new installs of the Cisco CRS
application. In most cases, the problem is a configuration step overlooked
during the install.
Cisco Agent Desktop or Supervisor can't login.
The first step is to get a clear definition of the problem and, if
possible, a screen shot of the agent desktop error message along with agent
logs the indicate the problem or error message. Here are some questions to ask
to help isolate the problem:
Does this affect only one agent or all agents?
If only one agent, could the agent log on before the problem
Is the agent desktop operating system Windows 2000 or Windows
Is the agent(s) Caps Lock on when entering the user ID or
Test another known good agent user name and password to attempt to
isolate problem to a specific machine.
Verify the agent user name and password by going to the Cisco
CallManager. From the browser, go to
If the user name and password are correct, check the next steps to
help troubleshoot the problem:
Try to map a drive from the Agent Desktop to the
Desktop_cfg share dir on the CRS Server
and verify that it is successful.
Verify that you can create a file from the Agent PC (have
read/write access) in the
Desktop_cfg\Desktop\License folder on the CRS
If failed, add the Everyone user to the permission list and test
(user should be able to write to the License Directory and the Agent should
If this does not work, set the trace and gather logs for the
Cisco Technical Assistance
Center (TAC) to
If the steps above do not solve the problem, set the trace and gather
logs for Cisco TAC to review.
Set the trace level to 204 in this file:
Set the agent.dbg trace Size=30000000 (default is
The changes take affect when the Agent Desktop logs on. The log files
are in the c:\Program Files\Cisco\Desktop\log
folder. The log files are also copied to c:\Program
Files\Cisco\Desktop\log\old\ folder when the max file size is
reached. Capture both the agent.dbg and