Login to Cisco Agent Desktop Fails - Error: Unable to Create Session With Server

Introduction

This error message appears on the Cisco Agent Desktop when the Agent tries to log on:

Unable to Create Session with Server!

This document explains how to resolve the error.

In the specific agent log in a Cisco IP Contact Center Express (IPCC) Edition environment, this error message appears:

JVM (-1). Return: (18:error in invoking the JVM)

This document also explains the log error, and provides a possible workaround

Prerequisites

Requirements

Cisco recommends that you have knowledge of these topics:

• Cisco Customer Response Application (CRA) administration

• Cisco Agent Desktop configuration

Components Used

The information in this document is based on these software and hardware versions:

• Cisco IPCC Express 3.03a and later

• Cisco Customer Response Solution (CRS)

The information in this document was created from the devices in a specific lab environment. All of the devices used in this document started with a cleared (default) configuration. If your network is live, make sure that you understand the potential impact of any command.

Conventions

Refer to Cisco Technical Tips Conventions for more information on document conventions.

Problem

An Agent who was initially able to log in to CRS version 3.02 is unable to log in after an upgrade to version 3.03. An error appears in the agent log to indicate an issue with the start-up of Java Virtual Machine (JVM) on the PC. In order to view the error message, complete these steps:

1. Set the trace Level=204 in the c:\Program Files\Cisco\Desktop\config\fastcalllocal.ini

2. Open the agent.log that resides in the c:\Program Files\Cisco\Desktop\log folder. These errors appear:

agent.log

INFO  FChooker VERSION:[Release 4.3.2.9] PLATFORM:[2000 Service Pack 4]
INFO  PhoneDev VERSION:[Release 4.3.2.9] PLATFORM:[2000 Service Pack 4]
INFO  FastCall VERSION:[Release 4.3.2.9] PLATFORM:[2000 Service Pack 4]
INFO  FastCall FC0162 FastCall Starting Up
INFO  DAClient Could not get value for app CTI Manager List key CTI Manager Host B
INFO  FastCall FC0348 License verified
MAJOR FCCTI_1000 Error invoking the JVM (-1).Return:(18:error in invoking the JVM)

Solution

In order to solve the problem, complete these steps:

1. Uninstall the Cisco Agent Desktop software through the Add/Remove Programs utility.

2. Uninstall the Desktop base software through the Add/Remove Programs utility, and restart the PC.

3. Uninstall the Java 2 Runtime Environment through the Add/Remove Programs utility, and restart the PC.

4. The Agent must connect to CRS Server, and download the Cisco Agent Desktop software to the PC. After the installation of the Desktop base software, the PC restarts automatically.

5. When the PC boots up, the installation begins after the agent software restarts.

6. During the installation of Java 1.3.1 file, change the last install location portion of the folder from c:\program files\javasoft\jre\1.3.1 to \131. Manually copy the Java 1.3.1 file to this path in order to re-install it.

   Note: The path command does not accept periods.

7. Restart the PC.

8. Search for jvm.dll on the PC. You can find this file in these two directories:

   • C:\winnt\system32

   • C:\program files\javasoft\jre\1.3.1\bin\hotspot

   Rename the jvm.dll in the winnt\system32 directory to jvm.dll.old

9. If you assume that the jvm.dll file resides in C:\program files\javasoft\jre\1.3.1\bin\hotspot, you must ensure that C:\program files\javasoft\jre\1.3.1\bin\hostspot is in the Path Environment variable on the PC. In order to check this, click the Advanced tab in the System Properties window, and select Environment Variables > System Variables, and verify the contents of the "Path" variable. The variable must include the directory where you found the jvm.dll file when you performed a search in step 8. If the directory is not present, add the directory to the end of the path.

10. Restart the PC to confirm that the path is correct.

    Now the Agent can log in.

Related Information

• Cisco IPCC Express Support Checklist
• Technical Support & Documentation - Cisco Systems