This document provides information on how to troubleshoot the Cisco
Unified Personal Communicator (CUPC) crashes.
There are no specific requirements for this document.
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.
Technical Tips Conventions for more information on document
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.
This issue can occur because the local voicemail folder contains a
corrupted voicemail index file.
Perform these steps in order to solve the problem:
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.
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.
Re-launch CUPC and see if it works.
CUPC 7.0 experiences a crash while executing/startup, even before
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:
Go to Start >
Add a snap-in.
Go to Certificates for My
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.
Delete any certificates on the system that have the Issued
to or Issued By field set to Not
Perform these steps:
Open up a command prompt and ping "" (This will show a delay of
roughly 40 seconds).
Go to Start > Run > and type
ncpa.cpl. The network connections should be
Go to Advanced > Dial-up
Uncheck every item under the Enable autodial by
location section. Click OK.
Carry out a ping "" and ensure there is no
CUPC 8.5.2 experiences an intermittent crash with Microsoft® Outlook
In order to resolve this issue, complete these steps:
Completely uninstall the CUPC or click to call standalone
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.
Delete the cached information by deleting these folders:
Install the CUPC.exe or click to call standalone
CUPC 126.96.36.19971 with Windows 7 experiences crashes after login.
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
Set the user account as Local
Logout and login to apply the changes.
Open the CUPC to correctly install the
Remove the user from Local administrator group.
Logout and login to apply the
For some of the known issues related to CUPC crashes, refer to
Notes for Cisco Unified Personal Communicator Release 7.0 and