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
Cisco recommends that you have knowledge of these topics:
The information in this document is based on these software and
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.
Technical Tips Conventions for more information on document
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:
Set the trace Level=204 in the c:\Program
Open the agent.log that resides in the
c:\Program Files\Cisco\Desktop\log folder. These
INFO FChooker VERSION:[Release 126.96.36.199] PLATFORM:[2000 Service Pack 4]
INFO PhoneDev VERSION:[Release 188.8.131.52] PLATFORM:[2000 Service Pack 4]
INFO FastCall VERSION:[Release 184.108.40.206] 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)
In order to solve the problem, complete these steps:
Uninstall the Cisco Agent Desktop software through the
Add/Remove Programs utility.
Uninstall the Desktop base software through the Add/Remove
Programs utility, and restart the PC.
Uninstall the Java 2 Runtime Environment through the
Add/Remove Programs utility, and restart the
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.
When the PC boots up, the installation begins after the agent
During the installation of Java 1.3.1 file, change the last install
location portion of the folder from c:\program
\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
Restart the PC.
Search for jvm.dll on the PC. You
can find this file in these two directories:
Rename the jvm.dll in the
winnt\system32 directory to
If you assume that the jvm.dll file
resides in C:\program
files\javasoft\jre\1.3.1\bin\hotspot, you must ensure that
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
Restart the PC to confirm that the path is correct.
Now the Agent can log in.