Administration Guide for Cisco IP Communicator Release 2.1
Troubleshooting Cisco IP Communicator
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Troubleshooting Cisco IP Communicator

Table Of Contents

Troubleshooting Cisco IP Communicator

How to Use Diagnostic Tools

Diagnosing Problems by Using the TAC Case Collection Tool

Reporting Voice-Quality and Other Issues

Capturing Logs Automatically When the Application Crashes

Capturing Detailed Logs for Other Application Problems

How to Resolve Installation Problems

Not Enough Disk Space on Drive C

Uninstall Does Not Remove All Files

How to Resolve Startup Problems

Application Does Not Start Up Properly

Application Startup is Unresponsive or Slow

Error Messages "Registering" or "Defaulting to TFTP Server" Repeat

Application Fails to Register and Shows the "Error DBConfig" Message

Application Cannot Find the Network Interface Device or Shows the Wrong Extension Number

How to Resolve Security Problems

LSC Does Not Install on the Client PC

Message "Registration Rejected: Security Error" Appears on the Cisco IP Communicator Phone Screen

Message "Configuring IP" Appears on the Cisco IP Communicator Phone Screen

How to Resolve Voice-Quality Issues

Poor Audio Quality When Calling Digital Cell Phones Using a Low-Bandwidth Codec

Codec Mismatch Between Cisco IP Communicator and Another Device

Sound Sample Mismatch Between Cisco IP Communicator and Another Device

Gaps in Voice Calls

User Cannot Hear Audio or Dial Tone

One-Way Audio Problems

Echo Problems

Voice of Remote Party Is Disrupted

Remote Party Hears Distorted Or Robotic Audio or Background Noise

Voice Quality is Degraded

How to Resolve General Application Problems

Application Resets Unexpectedly

Digits Are Not Recognized By the Application

Degraded Application Performance

Quick Search Does Not Work

Audio Tuning Wizard Does Not Allow Tuning of the Microphone

Build Versions in the About Window Vary


Troubleshooting Cisco IP Communicator


This chapter provides troubleshooting information for common Cisco IP Communicator issues. Some tasks in this chapter require configuration in Cisco Unified Communications Manager, formerly known as Cisco Unified CallManager.

How to Use Diagnostic Tools

How to Resolve Installation Problems

How to Resolve Startup Problems

How to Resolve Security Problems

How to Resolve Voice-Quality Issues

How to Resolve General Application Problems

For additional troubleshooting information, see these documents:

User Guide for Cisco IP Communicator—Contains detailed information about installation and voice-quality issues in the troubleshooting section. It is available at this URL:

http://www.cisco.com/en/US/products/sw/voicesw/ps5475/products_user_guide_list.html

Using the 79xx Status Information For Troubleshooting—This technical note is geared toward hardware Cisco Unified IP Phones but contains information that you might find useful for Cisco IP Communicator. It is available at this URL:

http://www.cisco.com/en/US/products/hw/phones/ps379/products_tech_note09186a00800945bd.shtml

How to Use Diagnostic Tools

Diagnosing Problems by Using the TAC Case Collection Tool

Reporting Voice-Quality and Other Issues

Capturing Logs Automatically When the Application Crashes

Capturing Detailed Logs for Other Application Problems

Diagnosing Problems by Using the TAC Case Collection Tool

By using the Cisco Technical Assistance Center (TAC) Case Collection tool, you can interactively diagnose common problems involving hardware, configuration, and performance issues with solutions provided by Cisco TAC engineers.

Restrictions

This tool is available only to registered Cisco.com users with a Cisco service contract.

Procedure


Step 1 Log in to Cisco.com.

Step 2 Choose Support > Tools and Resources, and select TAC Case Collection.

Step 3 Select a technology or product area to begin troubleshooting.

For example, if you select Voice, you access a knowledge base for voice-over-data networks and IP telephony:

Voice applications, Cisco Unified Communications Manager, Cisco Unity Connection, and so forth

Voice quality (with diagnostic sound samples)

Voice gateways

Other voice-related issues


For more information, click the TAC Case Collection link at this URL:

http://www.cisco.com/public/support/tac/tools.shtml

Related Topics

Reporting Voice-Quality and Other Issues

Capturing Logs Automatically When the Application Crashes

Reporting Voice-Quality and Other Issues

The Quality Report Tool (QRT) is a voice-quality and general problem-reporting tool for Cisco IP Communicator and other Cisco Unified IP Phone devices. The QRT is installed as part of the Cisco Unified Communications Manager installation.

Restrictions

The QRT softkey is available only when Cisco IP Communicator is in the Connected, Connected Conference, Connected Transfer, or OnHook states.

Procedure


Step 1 Configure Cisco IP Communicator to use with QRT so users can report problems with phone calls.

For details about QRT, see the Cisco Unified Communications Manager Serviceability Administration Guide and the Cisco Unified Communications Manager Serviceability System Guide at this URL:

http://www.cisco.com/en/US/products/sw/voicesw/ps556/prod_maintenance_guides_list.html

Step 2 Tell users to report issues by clicking the QRT softkey and by choosing the appropriate problem category.

Feedback is logged in an XML file. Actual information logged depends on the user selection and whether the destination device is Cisco IP Communicator.


Related Topics

Capturing Logs Automatically When the Application Crashes

Capturing Logs Automatically When the Application Crashes

If Cisco IP Communicator unexpectedly crashes, the Cisco Unified Problem Reporting Tool automatically collects installation, application, and client PC system information to automate the trace and crash-dump collection process on the client PC. It also creates a dump file.

Before You Begin

For users who roam from one computer to another, they must generate the problem report on the PC from which the problem occurred so that the correct logs are attached. By design, log files do not roam with a user from computer to computer.

Procedure


Step 1 Tell users to follow the troubleshooting instructions in the online help and in the user guide at this URL:

http://www.cisco.com/en/US/products/sw/voicesw/ps5475/products_user_guide_list.html

Locate the automatically generated Zip file on their desktop.

Send the Zip file from their desktop to you through e-mail.

Step 2 Provide the Zip file to the Cisco Technical Assistance Center (TAC) representative, if requested.


Troubleshooting Tips

If a blue screen failure occurs, the Cisco Unified Problem Reporting Tool might not generate an application crash dump even if the cause of the blue screen might be attributed to an interoperability issue between Cisco IP Communicator and the Windows OS.

Related Topics

Capturing Detailed Logs for Other Application Problems

Capturing Detailed Logs for Other Application Problems

Sometimes, you need detailed log files to help troubleshoot problems with Cisco IP Communicator. Detailed logs have these characteristics:

By default, detailed logging is disabled, and logs are collected at the information level (3).

When enabled, detailed logging applies only to the client PC on which Cisco IP Communicator is running when users enabled it.

Detailed logs are collected at the verbose level (5).

Detailed logs remains enabled until the user changes the setting.

Restrictions


Caution You should ask users to enable detailed logging only when you are trying to resolve a specific issue. Detailed logging will cause degraded performance especially in lower-end client PCs. Make sure to instruct users to disable detailed logging when your troubleshooting activities are completed.

Procedure


Step 1 Tell users to follow the troubleshooting instructions in the online help and in the user guide at this URL:

http://www.cisco.com/en/US/products/sw/voicesw/ps5475/products_user_guide_list.html

Enable detailed logging (right-click> Preferences > User tab > Enable Logging) before launching the Problem Reporting Tool.

If possible, restart Cisco IP Communicator to put the application in a known state and to provide accurate logs. If the problem is intermittent or unexpected, capture the logs without restarting the application.

Recreate the problem, if possible.

Manually launch the Problem Reporting Tool (Start > All Programs > Cisco IP Communicator > Create CIPC Problem Report) and send the report to you.

Step 2 Provide the Zip file to the Cisco Technical Assistance Center (TAC) representative, if requested.


Related Topics

Reporting Voice-Quality and Other Issues

How to Resolve Installation Problems

Not Enough Disk Space on Drive C

Uninstall Does Not Remove All Files

Not Enough Disk Space on Drive C

Problem   The user reports that there is not enough space on the C drive.

Solution   Even if the TEMP variable is set to D:\temp, the installation program copies files by default in the C:\Program Files\InstallShield folder for repairing existing installations. Approximately 100 MB of additional space is required for the installation. To fix the problem, ask the user to free up additional space on the C drive.

Related Topics

How to Resolve Startup Problems

Uninstall Does Not Remove All Files

Problem   The user reports that the uninstall does not remove all files.

Solution   The uninstall program does not remove files that are added or modified during runtime; you need to manually delete these files:

C:\Documents and Settings\username\Application Data\Cisco\Communicator

Note that the Application Data folder is hidden.

Related Topics

How to Resolve Startup Problems

How to Resolve Startup Problems

Application Does Not Start Up Properly

Application Startup is Unresponsive or Slow

Error Messages "Registering" or "Defaulting to TFTP Server" Repeat

Application Fails to Register and Shows the "Error DBConfig" Message

Application Cannot Find the Network Interface Device or Shows the Wrong Extension Number

Application Does Not Start Up Properly

Problem   The user reports that the application does not start up properly.

Solution   After installing Cisco IP Communicator and adding it to Cisco Unified Communications Manager, Cisco IP Communicator should start up as described in the "How Cisco IP Communicator Interacts With the Network at Startup" section on page 1-5. If the application does not start up properly, try these solutions:

Check network connectivity. If the network is down between Cisco IP Communicator and the TFTP server or Cisco Unified Communications Manager, Cisco IP Communicator cannot start up properly.

Verify TFTP settings. Make sure that the correct TFTP settings are selected in Cisco IP Communicator (right-click > Preferences > Network tab). First-time remote users with a freshly installed application might not be able to use Cisco IP Communicator until specifying a TFTP address.

Verify that the device name in Cisco IP Communicator (right-click > Preferences > Network tab) is correct and matches the device name specified in Cisco Unified Communications Manager.

Verify that Cisco IP Communicator has been added to Cisco Unified Communications Manager.

If Cisco IP Communicator is in the Cisco Unified Communications Manager database, and all of the above criteria have been met, the device might experience startup problems if its configuration file is damaged. In this case, delete the device from the Cisco Unified Communications Manager database, make a copy of a configuration file for a functional device of the same type as the problematic device, and rename the file. Use the convention SEPMAC_address.cnf.xml, where MAC_address is the MAC address (or device name) of the deleted device. Replace the old configuration file with the new one, and add the device to the Cisco Unified Communications Manager database.

Related Topics

About Methods for Adding Devices to the Cisco Unified Communications Manager Database, page 2-6

Application Startup is Unresponsive or Slow

Problem   The user reports the Cisco IP Communicator startup seems unresponsive or slow.

Solution   Enable HTTP access to the Communicator folder on the TFTP server. To do this, run the Cisco IP Communicator Administration Tool, and select the option to enable HTTP access.

Related Topics

Table 4-3 on page 4-12

Resolving Audio IP Address Auto-Detection Problems, page 4-10

Error Messages "Registering" or "Defaulting to TFTP Server" Repeat

Problem   The user reports that error messages Registering or Defaulting to TFTP server repeat, and lines never appear.

Solution   Cisco IP Communicator is unable to contact the TFTP server. Try these solutions:

Check network connectivity to the TFTP server. If you can ping the server, ensure that DHCP option 150 is correctly set.

If you are not using DHCP in your network, make sure that the TFTP server address is specified in Cisco IP Communicator (right-click > Preferences > Network tab).

Make sure remote users can establish network connectivity before launching Cisco IP Communicator.

Related Topics

Status Messages Displayed, page 7-9

Application Fails to Register and Shows the "Error DBConfig" Message

Problem   The user reports that Cisco IP Communicator fails to register and shows the error Error DBConfig.

Solution   There is no device record for this Cisco IP Communicator device in Cisco Unified Communications Manager, or auto-registration is disabled. Try these solutions:

Ensure that device record that you have created matches the device name chosen with Cisco IP Communicator (right-click > Preferences > Network tab).

Ensure that the selected network adapter still exists in the computer (for example, ensure that a selected wireless card has not been removed).

Ensure that Cisco IP Communicator is configured to use the correct TFTP server setting (right-click > Preferences > Network tab).

Related Topics

About Specifying a TFTP Server, page 4-6

About Selecting a Device Name, page 4-7

Status Messages Displayed, page 7-9

Application Cannot Find the Network Interface Device or Shows the Wrong Extension Number

Problem   The user reports that Cisco IP Communicator cannot find the network interface device and prompts the user to re-insert it or choose a new one, or Cisco IP Communicator shows the wrong extension number at startup.

Solution   Try these solutions:

Ensure that the network interface chosen for Cisco IP Communicator (right-click > Preferences > Network tab > Network Adapter) is installed on the system.

The network adapter setting allows Cisco IP Communicator to identify itself to the network; it is not used for audio transmission. For this reason, you do not need to change this setting once it is established unless you are permanently removing or disabling the selected network interface. In this case, select the new interface, re-administer the device in Cisco Unified Communications Manager administration, and delete the old device record.

As a rule, users with laptops that use docking stations should undock before launching Cisco IP Communicator for the first time after installation.

Related Topics

About Selecting a Device Name, page 4-7

Status Messages Displayed, page 7-9

How to Resolve Installation Problems

How to Resolve Security Problems

LSC Does Not Install on the Client PC

Message "Registration Rejected: Security Error" Appears on the Cisco IP Communicator Phone Screen

Message "Configuring IP" Appears on the Cisco IP Communicator Phone Screen

LSC Does Not Install on the Client PC

Problem   The LSC does not install on the client PC.

Solution   The LSC should install on the client PC before Cisco IP Communicator registers with Cisco Unified Communications Manager. If this is not the case, perform these steps in Cisco Unified Communications Manager:

Procedure


Step 1 If Cisco IP Communicator does not register, verify the CAPF settings on the Phone Configuration page. Make sure that Certificate Operation is set to Install/Upgrade (not No Pending).

Step 2 For Cisco Unified Communications Manager Release 5.x and later, click Save, and then click Reset to reset Cisco IP Communicator.

For Cisco Unified Communications Manager Release 4.x, click Update, and then click Reset Phone to reset Cisco IP Communicator.


Related Topics

Status Messages Displayed, page 7-9

Message "Registration Rejected: Security Error" Appears on the Cisco IP Communicator Phone Screen

Problem   The user reports that the message Registration rejected: security error appears on the Cisco IP Communicator phone screen.

Solution   Complete this procedure:

Procedure


Step 1 Make sure the LSC is installed under the personal certificate store. From Start > Run, enter certmgr.msc.

Step 2 Select Personal > Certificates, and make sure the device name on the certificate matches the Cisco IP Communicator device name (right-click > Preferences > Network tab > Device Name section).

Step 3 (For Cisco Unified Communications Manager Release 5.x and later) On the Phone Configuration page, click Reset to clear the configuration cache on the TFTP server.

(For Cisco Unified Communications Manager Release 4.x) On the Phone Configuration page, click Reset Phone to clear the configuration cache on the TFTP server.


Related Topics

Status Messages Displayed, page 7-9

Message "Configuring IP" Appears on the Cisco IP Communicator Phone Screen

Problem   The user reports that the message Configuring IP message appears on the Cisco IP Communicator phone screen.

Solution   Complete this procedure:

Procedure


Step 1 In Cisco IP Communicator, verify that the CTL file downloaded. Choose Settings > Security Configuration > CTL File. The display should show a string of 32 hexadecimal digits (instead of showing Not Installed).

Step 2 In Cisco IP Communicator, make sure that the correct Cisco Unified Communications Manager is listed under the CTL File menu. Choose Settings > Security Configuration > CTL File, and click Select.


Related Topics

Status Messages Displayed, page 7-9

How to Resolve Voice-Quality Issues

Poor Audio Quality When Calling Digital Cell Phones Using a Low-Bandwidth Codec

Codec Mismatch Between Cisco IP Communicator and Another Device

Sound Sample Mismatch Between Cisco IP Communicator and Another Device

Gaps in Voice Calls

User Cannot Hear Audio or Dial Tone

One-Way Audio Problems

Echo Problems

Voice of Remote Party Is Disrupted

Remote Party Hears Distorted Or Robotic Audio or Background Noise

Voice Quality is Degraded

Poor Audio Quality When Calling Digital Cell Phones Using a Low-Bandwidth Codec

Problem   The user reports poor quality when calling digital cell phones using a low-bandwidth codec.

Solution   When the user chooses to use low bandwidth, calls between Cisco IP Communicator and a digital cellular phone might have poor voice quality. Use the low-bandwidth setting only when absolutely necessary.

Codec Mismatch Between Cisco IP Communicator and Another Device

Problem   A codec mismatch occurred between Cisco IP Communicator and another device.

Solution   The RxType and the TxType statistics show the codec that is being used for a codec conversation between this IP device and the other device. The values of these statistics should match. If they do not, verify that the other device can handle the codec conversation or that a transcoder is in place to handle the service.

Related Topics

Call Statistic Information, page 7-13

Sound Sample Mismatch Between Cisco IP Communicator and Another Device

Problem   A sound sample mismatch occurred between Cisco IP Communicator and another device.

Solution   The RxSize and the TxSize statistics show the size of the voice packets that is being used in a conversation between this IP device and the other device. The values of these statistics should match.

Related Topics

Call Statistic Information, page 7-13

Gaps in Voice Calls

Problem   The user reports that there are gaps in voice calls.

Solution   Check the AvgJtr and the MaxJtr statistics. A large variance between these statistics might indicate a problem with jitter on the network or periodic high rates of network activity.

Related Topics

Call Statistic Information, page 7-13

User Cannot Hear Audio or Dial Tone

Problem   The user reports that there is no audio, not even a dial tone.

Solution   See the troubleshooting section of the Cisco IP Communicator user guide at this URL:

http://www.cisco.com/en/US/products/sw/voicesw/ps5475/products_user_guide_list.html

One-Way Audio Problems

Problem   The user reports one-way audio problems.

Solution   If the remote party cannot hear the person who placed the call on a Cisco IP Communicator, it might be for one of these reasons:

The Cisco IP Communicator party has muted the recording device.

The Cisco IP Communicator party has plugged the headset and speaker plugs into the wrong ports on the PC.

The Cisco IP Communicator party is running another application that is using the microphone, such as a sound recorder or another software-based phone.

The Cisco IP Communicator audio settings are incorrect. See the User Guide for Cisco IP Communicator for more information.

If the Cisco IP Communicator party cannot hear the remote party, it might be for these reasons:

The Cisco IP Communicator user is relying on a unsupported VPN. To resolve the issue, you must set up a web reflector page or manually specify the IP address in the Network Audio Settings window (right-click > Audio tab > Network button).

The Cisco IP Communicator user is relying on a unsupported VPN, and Cisco IP Communicator is integrated with a Linux-based Cisco Unified Communications Manager (Release 5.x and later). To resolve this issue, run the Cisco IP Communicator Administration Tool on a Windows server to resolve the audio IP address auto-detection problem.

If Cisco IP Communicator is behind a firewall, make sure that the firewall is configured to pass TFTP and RTP traffic by using the appropriate port range.


Tip In cases of occasional one-way audio, try holding and resuming the call while the symptom is occurring. This can resolve the problem.


Related Topics

Supported Software VPN Clients, page 4-9

About Audio IP Address Auto-Detection Problems, page 4-9

Resolving Audio IP Address Auto-Detection Problems, page 4-10

Selections for Audio Port Range, page 4-11

Echo Problems

Problem   The user reports hearing echoes during calls with Cisco IP Communicator.

Solution   If the local or remote user hears echo, see the troubleshooting section of the Cisco IP Communicator user guide at this URL:

http://www.cisco.com/en/US/products/sw/voicesw/ps5475/products_user_guide_list.html

Voice of Remote Party Is Disrupted

Problem   The user reports that the voice of the remote party is disrupted by unintended silences or sounds jittery.

Solution   Try these solutions:

Close any unnecessary applications. Be aware that launching applications and performing network-intensive tasks, such as sending e-mail, might affect audio quality.

Occasional pops, clicks, or broken audio might occur if the network is experiencing congestion or data traffic problems.

If the user is using Cisco IP Communicator over a remote connection (for example, on a VPN connection from home or a hotel), voice quality is probably suffering from insufficient bandwidth. Enable the Optimize for Low Bandwidth feature (right-click > Preferences > Audio tab). If the problem persists, verify that sound cards and audio drivers are correctly installed on client PCs.

Remote Party Hears Distorted Or Robotic Audio or Background Noise

Problem   The remote party hears distorted or robotic audio, background noise, or inconsistent volume levels.

Solution   The volume slider in Cisco IP Communicator might be set too high. This can cause various kinds of problems, including robotic transmitted audio, background noise, and sometimes changing volume levels in received audio.

Procedure


Step 1 Test the volume level of Cisco IP Communicator for each audio mode (handset mode, speakerphone mode, or headset mode) by going off-hook with each mode. (To test handset mode, lift the handset. To test speakerphone or headset mode, make sure that only the speakerphone or headset button is lit.)

Step 2 Once you hear a dial tone, click the volume button in the main interface. A volume slider appears above the volume button. If the position of the slider is not in the middle of the range, press the volume button to reposition the slider so that the volume level is near the middle of the range.

Step 3 Repeat steps 1 and 2 for each audio mode.

Step 4 Run the Audio Tuning Wizard (right-click > Audio Tuning Wizard) to verify that the sound levels are satisfactory.

Step 5 If the problem is not volume related, suppress background noise. Enable noise suppression or increase the noise suppression aggressiveness level (right-click > Preferences > Audio tab > Advanced button). Noise suppression is applied to the microphone (input device) to prevent the transmission of noise to the remote end.

Voice Quality is Degraded

Problem   The user reports voice quality is degraded when Cisco IP Communicator is used while Windows is starting up.

Solution   Verify that Windows has completed its startup process and that no other applications are still loading before using Cisco IP Communicator.

Problem   The user reports voice quality is degraded when workstation physical memory becomes low.

Solution   Cisco IP Communicator is recommended to operate with approximately 60MB of available physical memory - this is different from minimum required workstation memory as other applications will be consuming workstation memory. By ensuring other applications - including the operating system - have left enough available memory for Cisco IP Communicator will reduce sound distortions based on low-available RAM conditions. If users experience this condition, you may want to have them close some applications when running Cisco IP Communicator or increase the RAM in their system.

Problem   The user reports voice quality is degraded when using Cisco IP Communicator with other applications that consume available bandwidth.

Solution   Minimize the use of applications that consume large amounts of bandwidth (examples: applications that transfer large files, send or receive video, perform "screen sharing" operations, etc.) while on an active call.

Problem   The user reports voice quality is degraded when the laptop is physically moved.

Solution   Some computer manufacturers have introduced a feature called "HDD Protection" which prevents damage to the computer's hard drive when the laptop experiences movement. This feature may also temporarily affect applications which are currently running on the workstation. The recommendation is to not physically move a computer enabled with this feature while on an active call.


How to Resolve General Application Problems

Application Resets Unexpectedly

Digits Are Not Recognized By the Application

Degraded Application Performance

Quick Search Does Not Work

Audio Tuning Wizard Does Not Allow Tuning of the Microphone

Build Versions in the About Window Vary

Application Resets Unexpectedly

Problem   The user reports that the application resets unexpectedly.

Solution   Cisco IP Communicator resets when it loses contact with the Cisco Unified Communications Manager server. This lost connection can be caused by these conditions:

Any network connectivity disruption such as cable breaks, switch outages, and switch reboots.

Roaming out of range while using a wireless network connection.

Another system administrator with access to Cisco Unified Communications Manager might have intentionally reset the devices.

Digits Are Not Recognized By the Application

Problem   The user reports that when trying to make a call, digits are not recognized by the application.

Solution   The user is experiencing DTMF delay and should enter the digits more slowly.

Degraded Application Performance

Problem   Users complain of degraded application performance when Cisco IP Communicator and other applications are running.

Solution   Assess the CPU usage under these conditions by using the Windows Performance Tool.

Related Topics

Setting Up and Running the Windows 2000 and XP Performance Tool, page 7-19

Setting Up and Running the Windows Vista Performance Tool, page 7-21

Quick Search Does Not Work

Problem   The user reports that Quick Search does not work.

Solution   If you want to configure Quick Search to work with an external directory, you cannot use the Directory Wizard. Instead you must create a custom configuration file. The user might need to enter credential information.

Quick Search of the Personal Address Book is not supported with all Cisco Unified Communications Manager releases.

Related Topics

How to Configure Quick Search, page 5-9

Configuring Quick Search Manually with Windows-Based Cisco Unified Communications Managers, page 5-12

Audio Tuning Wizard Does Not Allow Tuning of the Microphone

Problem   The user reports that the Audio Tuning Wizard does not allow tuning of the microphone.

Solution   When Cisco IP Communicator is on a computer that is running Windows 2000, users cannot use the Audio Tuning Wizard to tune the microphone of an audio device that is currently active. Users should choose a time when they are not on a call and when the audio device is not in use by another application to tune it. This is not an issue for Windows XP or Windows Vista users.

Build Versions in the About Window Vary

Problem   Build version numbers that are listed in the Cisco IP Communicator About window vary by software component.

Solution   This is a normal outcome of installing or upgrading the application and does not indicate a problem with the installation or upgrade process.

To view build versions for software components, right-click > About Cisco IP Communicator. Build versions are listed in the right column.