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The Problem Reporting Tool (PRT) is a small program, which automatically runs in the event of an unrecoverable error, unhandled exception, or crash in Cisco UC Integration for Microsoft Lync or Cisco Unified Personal Communicator.
If a user experiences an error which does not crash the software, they can run the PRT themselves from the Microsoft Office Communicator or Microsoft Lync menu; Tools > Create Problem Report. Users can run the PRT from the Cisco Unified Personal Communicator menu: Help > Create Problem Report.
Note |
Users must accept the privacy agreement to run the PRT. |
The tool creates a problem report, which is a zip file that you can send to the Cisco Technical Assistance Center (TAC), to provide the necessary information to solve the problem. The tool saves the file to the user's desktop.
We recommend that users set the level of logging to verbose for Cisco UC Integration for Microsoft Lync, or for Cisco Unified Personal Communicator, enable detailed logging. We also recommend that users provide a description of the circumstances leading up to the error. For more detailed information, about how to run the PRT, or how to set the logging level, see the Troubleshooting section in the applicable Frequently Asked Questions document.
Cisco Virtualization Client depends on a service called Cisco HVD Agent, which is part of the Cisco UC Integration for Microsoft Lync or Cisco Unified Personal Communicator installation. The Cisco HVD Agent service enables the passage of data across the virtual channel, between the hosted virtual desktop (HVD agent), and the thin client.
You can use the Services Console (services.msc) to check the status of Cisco HVD Agent, and to start, stop, or restart the service. The service should be started, with the Startup Type set to Automatic.
Note |
The Cisco HVD Agent service must be running for the Cisco Virtualization Client software to function correctly. |
By default, local logging on the thin client is disabled. You can use a script to enable logging for Cisco Virtualization Client, for troubleshooting purposes. You can also enable core dumping. You must have administrator privileges to run the script, and log on to the thin client over SSH.
For information about how to enable or disable SSH, see the Administration Guide for Cisco Virtualization Experience Client 6215 .
For information about how to change the administrator/root password on the thin client, see the Administration Guide for Cisco Virtualization Experience Client 6215 and the INI Files Reference Guide for Cisco Virtualization Experience Client 6215.
The following table lists and describes the options for the script. The script accepts two options (one for logging and one for core dumping).
Option | Description | ||
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-l on |
Turn on logging for Cisco VXC 6215. This option creates the /etc/vxcclog.conf and /etc/virtualchannellog.conf files; and writes logs to the /var/log/cisco directory. The script also restarts Cisco VXC 6215 so the change takes effect immediately. The log files for the Cisco VXC 6215 application are: /var/log/cisco/vxcc.log and VirtualChannelLib.log. The log file for the Citrix Receiver is: /var/log/cisco/VirtualChannel.log. This option also creates the device-managerConsole.log and device-managerError.log, after the next connection to the hosted virtual desktop (HVD). These two files are enabled by default, although logging is disabled by default. |
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-l off |
Turn off logging for Cisco VXC 6215. This option deletes the /var/log/cisco directory and all the files in that directory, including /etc/vxcclog.conf and etc/virtualchannellog.conf.
The script also restarts Cisco Virtualization Client so that the change takes effect immediately. |
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-c on |
Turn on core dumping. This option adds a configuration line to /etc/sysctl.conf. The script also prompts you to restart the thin client for the changes to take effect. Core dumping is a system wide policy; after you enable it, any process that crashes produces a core dump and saves it to /tmp. The file name format is: core_PROCESSNAME_TIMESTAMP. The system generates core files when a process crashes. The /tmp directory may contain multiple core files. The timestamp in the file name should assist with the identification of the core files generated around the time of the incident under investigation. |
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-c off |
Turn off core dumping. This option removes the configuration line from /etc/sysctl.conf. The script also prompts you to restart the thin client for the changes to take effect. If you turn off core dumping, the script deletes all core dumps from the /tmp directory, including core dumps that were not created by Cisco Virtualization Experience Client. |
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-h |
Display the usage help. |
vxcc -l off -c on
In this example, the script turns off logging and turns on core dumping.
vxcc -l on
In this example, the script turns on logging.
1. Open a terminal window on the thin client
2. Enter the following command:rpm -qi vxc
You can also use the versionInfo command.
1. Open a terminal window on the thin client
2. ps -ef | grep -r vxcc
You should see the following lines:
/bin/bash /usr/bin/pidrun.sh vxcc /dev/null /dev/null
1
vxcc
grep vxcc
1. Turn off logging to remove the vxcc_logs files.
vxcc -l off
2. Turn logging back on and restart the thin client.
vxcc -l on
3. Log in to the HVD and sign in to Cisco UC Integration for Microsoft Lync or Cisco Unified Personal Communicator.
4. Disconnect from the HVD.
5. Use the Diagnostic Logs Viewer to view the vxcc.log file, and search for Received Device Name value: device name.
1. Open the registry editor on the HVD.
2. Ensure that
[HKEY_LOCAL_MACHINE\SOFTWARE\Policies\Cisco Systems, Inc.\ Virtualisation] "VirtualisationEnabled" is set to "true".
OR if you chose not to use the Policies registry path,
For 32-bit systems, ensure that
[HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, Inc.\ Virtualisation] "VirtualisationEnabled" is set to "true".
For 64-bit systems, ensure that
[HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Cisco Systems, Inc.\ Virtualisation] "VirtualisationEnabled" is set to "true".
Note |
Set VirtualisationEnabled to true in only one of the preceding locations. |
3. Ensure that [HKEY_CURRENT_USER\Software\Cisco Systems, Inc.\Client Services Framework\AdminData] "
4. StartupMode" is set to "1".
5. Ensure that [HKEY_CURRENT_USER\Software\Cisco Systems, Inc.\Client Services Framework\AdminData] "TftpServerAddress" is set to the IP for the Cisco Unified Communications Manager.
6. Ensure that [HKEY_CURRENT_USER\Software\Cisco Systems, Inc.\Client Services Framework\AdminData] "CUPServer" is set to the IP for the Cisco Unified Presence Server.
1. Open the Services console (services.msc) on the HVD.
2. Locate the service name Cisco HVD Agent-under the Name column.
3. Ensure the status for the Cisco HVD Agent service is Started.
<USER>\AppData\Local\Cisco\Unified Communications\Virtualization\
Note |
The AppData folder is hidden; you must set Windows Explorer to view hidden files. |
If a user experiences issues with audio (for example, the user has video for a call, but not audio) the camera may have become the active audio device. There are two ways to resolve this issue:
1. Unplug the headset and then plug it back in.
2. Sign out and back in to Cisco UC Integration for Microsoft Lync or Cisco Unified Personal Communicator.
3. Alternately, you can stop and then start Cisco UC Integration for Microsoft Lync or Cisco Unified Personal Communicator.
If the audio issues persist, try Resolution 2.
1. Restart the thin client without the camera and headset connected.
2. Plug in the camera.
3. Plug in the headset and wait a couple seconds.
4. Sign into the hosted virtual desktop.