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Cisco Unified Personal Communicator

Troubleshoot CUPC 7.0 Crashes

Document ID: 110924

Updated: Nov 07, 2011

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Introduction

This document provides information on how to troubleshoot the Cisco Unified Personal Communicator (CUPC) crashes.

Prerequisites

Requirements

There are no specific requirements for this document.

Components Used

The information in this document is based on the Cisco Unified Personal Communicator Release 7.x/8.x.

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

With CUPC 7.0, users on both Windows Vista and Windows XP experience CUPC crashes. This crash occurs when the username/password is configured in CUPC > File > Preferences > Accounts.

Solution

This issue can occur because the local voicemail folder contains a corrupted voicemail index file.

Perform these steps in order to solve the problem:

  1. Go to the client PC that was experiencing the problem. Exit CUPC from File > Exit. Open the Windows Task Manager and make sure that the CUPC is completely exited. Look for the process name CUPCK9.exe in the task manager.

  2. Go to %userprofile%\Local Settings\Application Data\Cisco\Unified Personal Communicator\VoiceMail folder. This is the folder that stores voicemails and index files. You need to delete all the files in this folder.

  3. Re-launch CUPC and see if it works.

Problem 2

CUPC 7.0 experiences a crash while executing/startup, even before login.

This occurs if a Windows certificate installed on the local PC contains an Issued By field that says Unavailable. In order to check this, perform these steps:

  1. Go to Start > Run.

  2. Enter mmc.

  3. Add a snap-in.

  4. Go to Certificates for My User.

  5. Check all the folders and sort by Issued By and Issued to. If a Not available shows up at the top, then this is the issue.

Solution 2

Delete any certificates on the system that have the Issued to or Issued By field set to Not available.

Or

Perform these steps:

  1. Open up a command prompt and ping "" (This will show a delay of roughly 40 seconds).

  2. Go to Start > Run > and type ncpa.cpl. The network connections should be displayed.

  3. Go to Advanced > Dial-up Preferences.

  4. Uncheck every item under the Enable autodial by location section. Click OK.

  5. Carry out a ping "" and ensure there is no delay.

Problem 3

CUPC 8.5.2 experiences an intermittent crash with Microsoft® Outlook version 2007.

Solution 3

In order to resolve this issue, complete these steps:

  1. Completely uninstall the CUPC or click to call standalone application.

  2. Click Start > Run and type regedit. Go to HKEY_LOCAL_MACHINE\SOFTWARE\Policies\Cisco Systems, Inc.\UnifiedCommunications\Click To Call and change the registry key DontInstallSmartTagPlugin value to 1.

  3. Delete the cached information by deleting these folders:

    • C:\Users\\AppData\Local\Cisco\Unified Communications

    • C:\Users\\AppData\Roaming\Cisco\Unified Communications

  4. Install the CUPC.exe or click to call standalone application.

Problem 4

CUPC 8.5.1.18771 with Windows 7 experiences crashes after login.

Solution 4

The last step of adding a certificate to "trusted authorities" occurs the first time you open CUPC. This error occurs when the user does not have authorization to add a certificate. In order to resolve this issue, complete these steps:

  1. Set the user account as Local Administrator.

  2. Logout and login to apply the changes.

  3. Open the CUPC to correctly install the certificate.

  4. Remove the user from Local administrator group.

  5. Logout and login to apply the changes.

Known Issues

For some of the known issues related to CUPC crashes, refer to Release Notes for Cisco Unified Personal Communicator Release 7.0 and 7.0(2).

Related Information

Updated: Nov 07, 2011
Document ID: 110924