User Guide for Cisco Unified Personal Communicator for Windows, Release 1.2 - Troubleshooting Cisco Unified Personal Communicator [Cisco Unified Personal Communicator]

Table Of Contents

Troubleshooting Cisco Unified Personal Communicator

Problems Setting Up the Application

Problems Logging In and Starting Up

Error: Login Failed

Application Freezes At Login

Application Starts Slowly

Desk Phone Device Unavailable

General Problems

Application Is Unresponsive Or Behaves Strangely

Security Warning Appears

Problems Choosing A Phone

Cannot Make Phone Active

Desired Desk Phone Is Not Listed

Problems with the Console

Console Does Not Fit My Screen

Menu Item, Button, Or Option is Dimmed

Columns Are Too Narrow

I Cannot Resize the Panes in the Console

Problems with Reachability Status

Problems Starting Calls

Button and Menu Item Are Dimmed

Calling From Outlook: Security Warning Appears

Problems With Incoming Calls

Notifications of Incoming Calls Do Not Appear

Phone Does Not Ring

Problems During a Conversation

I Hear No Sound

Checking Advanced Speaker Sound Settings for Windows XP

Other Participants Cannot Hear Me, Or Audio Quality Is Poor

Checking Advanced Microphone Sound Settings for Windows XP

Controls in the Conversation Window Are Unavailable

I Cannot Merge Calls

Problems with Your Camera or Video

Setup Process Runs Again When I Plug In the Camera

Unexpected Prompt to Choose a Camera Driver

Options to Use Video Are Dimmed

Computer Does Not Recognize My Camera, or I Cannot See My Own Image

I Expected Video, But the Call Is Audio Only

Video Image Of Other Person Does Not Appear

Video Is Slow Or Quality Is Poor, Or No Video Appears

Unable to Add Video to Audio Call

I See Two of My Own Image

Problems with Web Conferencing

When I Add Web Conferencing, It Asks Me To Log In

Cannot Add Web Conferencing

Web Conference Language Is Different

Lost Connection to Web Conference

Participants Cannot See Web Conferencing Window

Web Conferences Differ From Standard Web Conferences

Problems With Instant Messaging

Instant Messaging Button is Dimmed

Recipient Did Not Receive Message

Message: "[Person] ... did not receive your message..."

New Message Appears in the Same Window As Old Messages

Problems in the Recent Communications Pane

Known Calls Are Not Listed

List Shows Phone Number, Not Name

Problems With Voice Mail

Problems with Search

Search Seems to Find Incorrect Results

Application Appears Unresponsive After Search

Problems Accessing Online Help

Getting Information for Your Administrator

Checking Call Statistics

Checking Server Status

Capturing Log Files

Enabling Detailed Logging

Troubleshooting Cisco Unified Personal Communicator

•Problems Setting Up the Application

•Problems Logging In and Starting Up

•General Problems

•Problems Choosing A Phone

•Problems with the Console

•Problems with Reachability Status

•Problems Starting Calls

•Problems With Incoming Calls

•Problems During a Conversation

•Problems with Your Camera or Video

•Problems with Web Conferencing

•Problems With Instant Messaging

•Problems in the Recent Communications Pane

•Problems With Voice Mail

•Problems with Search

•Problems Accessing Online Help

•Getting Information for Your Administrator

Problems Setting Up the Application

Problem   When I try to install, I get an error.

Solution   Make sure you have sufficient disk space. See Installing Cisco Unified Personal Communicator, page 1-2.

Problems Logging In and Starting Up

•Error: Login Failed

•Application Freezes At Login

•Application Starts Slowly

•Desk Phone Device Unavailable

Error: Login Failed

Problem   Error on logging in: Login failed. Make sure your username and password are correct.

Solution

•Make sure you have entered your username, password, and login server information correctly. See Logging In, page 1-4 for specific log-in requirements.

•Make sure your password is correct and has not changed elsewhere on the system. To do so, visit the Cisco Unified Communications Manager User Options web page (formerly known as the Cisco Unified CallManager User Options web page). If you do not know how to do this, contact your administrator.

Related Topics

•Where to Find More Documentation, page 1-13

Application Freezes At Login

Problem   When I try to log in, Cisco Unified Personal Communicator freezes. This issue may be intermittent.

Solution

•This problem can result from a known issue with Microsoft IntelliPoint Mouse software, versions 6.0 and 61. You can uninstall the IntelliPoint software, or try downgrading to version 5.x of the IntelliPoint software, then restart your computer before relaunching Cisco Unified Personal Communicator. For a short-term solution, try setting Cisco Unified Personal Communicator to log in automatically.

•Other applications that change or enhance the behavior of your operating system may prevent you from logging in. See Application Is Unresponsive Or Behaves Strangely.

Application Starts Slowly

Problem   Cisco Unified Personal Communicator starts up very slowly.

Solution

•Permanently delete all recent communications items that you have marked for deletion. This is especially important if you have many voice mail messages.

•Remove from your contact list all contacts that you no longer need. A shorter contact list will load more quickly.

Related Topics

•Working With the Recent Communications List and Its Items, page 9-3

•Deleting Contacts From Your List, page 8-6

Desk Phone Device Unavailable

Problem   When I launch Cisco Unified Personal Communicator, I see a window that says "Desk Phone Device Unavailable."

Solution   The phone that you had previously associated with Cisco Unified Personal Communicator is not available.

•If you are not near a desk phone that you know you can use with Cisco Unified Personal Communicator, click Use Softphone.

•If you want to choose a different desk phone with Cisco Unified Personal Communicator, see Choosing the Associated Desk Phone, page 1-10 for information on choosing a phone, then click Select New Desk Phone.

Related Topics

•Choosing the Phone to Control, page 1-9

General Problems

•Application Is Unresponsive Or Behaves Strangely

•Security Warning Appears

Application Is Unresponsive Or Behaves Strangely

Problem   Cisco Unified Personal Communicator is unresponsive or behaves strangely.

Solution

•Uninstall any applications that change or enhance the behavior of the operating system, such as PowerToys for Windows XP, Hydravision by ATI, or TopDesk by Otaku Software.

•Choose Help > Reset Security Warnings

The next time you dial a call from the Cisco Unified Personal Communicator toolbar in Microsoft Outlook, you will see a request to allow access to Cisco Unified Personal Communicator. Choose Always allow.

If you see a request for access and you have not just tried to make a call from Outlook or a different application that you know is safe to use with Cisco Unified Personal Communicator, choose Never allow.

Related Topics

•Application Freezes At Login

•Application Appears Unresponsive After Search

•Application Starts Slowly

Security Warning Appears

Problem   I see a warning asking me if I want to allow an application to access Cisco Unified Personal Communicator. What should I do?

Solution   If you are intentionally using another application to interact with Cisco Unified Personal Communicator, you can allow it. If you did not initiate an action that you intended to interact with Cisco Unified Personal Communicator, choose Never allow.

Related Topics

•Calling From Outlook: Security Warning Appears

Problems Choosing A Phone

•Cannot Make Phone Active

•Desired Desk Phone Is Not Listed

Cannot Make Phone Active

Problem   When I choose a phone, the phone mode reverts to Disabled and I cannot make or receive calls.

Solution   Try the following:

•Choose the other phone option.

•If you are trying to choose your desk phone, make sure your computer is connected to the network to which your desk phone is connected.

Related Topics

•Desk Phone Device Unavailable

Desired Desk Phone Is Not Listed

Problem   I'm trying to choose a desk phone other than the one on my desk, but the phone I want is not listed.

Solution

•Log in to the Extension Mobility (EM) services on the phone first. For information, see the documentation for your phone.

•Not all phones are set up for you to use; if the phone you want to choose is not available to you, contact your system administrator.

Related Topics

•Where to Find More Documentation, page 1-13

Problems with the Console

•Console Does Not Fit My Screen

•Menu Item, Button, Or Option is Dimmed

•Columns Are Too Narrow

•I Cannot Resize the Panes in the Console

Console Does Not Fit My Screen

Problem   The console is too big; it does not fit on my screen.

Solution   The minimum recommended screen resolution is 1024x768.

To change your screen resolution:

Windows XP: Choose Start > Control Panel > Display.

For more information, see the Help for your operating system.

Menu Item, Button, Or Option is Dimmed

Problem   The menu item, button, or other option that I want to use is dimmed.

Solution   Possible solutions include:

•You may need to click a contact or communication first, then click the button.

•The option may not be available for the contact or communication that you have currently selected. For example, you cannot send instant messages to a phone number entry in the Recent Communications list.

•The option may not apply in the current situation. For example, "Mark Unread" is not available if you have selected an item that is already marked Unread.

Related Topics

•Problems Starting Calls

Columns Are Too Narrow

Problem   Columns in the console are too narrow to display all of the information.

Solution   Possible solutions include:

•Hover your mouse pointer over an item in a list to view more information.

•Resize the columns.

•Drag an edge of the console to make the entire console larger.

I Cannot Resize the Panes in the Console

Problem   I cannot resize the panes in the console.

Solution   Make the console longer by dragging its bottom edge, then resize the panes. You cannot resize panes if the console is at its minimum size.

Problems with Reachability Status

Problem   Reachability status indicators are not appearing correctly.

Solution

•At your company, not all people in the company directory may be set up to show reachability status.

•If you have changed your Privacy settings in the Cisco Unified Presence User Options web pages, check those settings.

–If other users of Cisco Unified Personal Communicator cannot see your reachability status at all, check the "blocked" list in the privacy settings.

–Make sure you have not modified your default reachability status settings or created any user-defined policies that could be causing you or others not to see your status as you expect it to appear. The easiest solution may be to restore your presence settings to the default in the Cisco Unified Presence User Options web pages.

•Contact your system administrator to be sure your firewall settings are correct. If necessary, see the online help or documentation for the firewall application you are using.

•Make sure you are still connected to the network and can use your other network-dependent applications, such as e-mail.

Related Topics

•Where to Find More Documentation, page 1-13

Problems Starting Calls

•Button and Menu Item Are Dimmed

•Calling From Outlook: Security Warning Appears

Button and Menu Item Are Dimmed

Problem   I want to start an audio or video call or send an e-mail, but the button and menu item are dimmed.

Solution   Possible solutions include:

•You must first click the name of a contact or communication in the console.

•The required information for the contact you have selected is not available in the system or in the Recent Communications entry. For example, phone number or e-mail address is missing.

Calling From Outlook: Security Warning Appears

Problem   I tried to make a call from the Cisco Unified Personal Communicator toolbar in Microsoft Outlook and I see a security warning asking me to make a choice. What do I do?

Solution   Choose Always allow. This situation occurs if you choose Help > Reset Security Warnings. Reset security only if you are experiencing the problem described in Application Is Unresponsive Or Behaves Strangely.

Related Topics

•Security Warning Appears

Problems With Incoming Calls

•Notifications of Incoming Calls Do Not Appear

•Phone Does Not Ring

Notifications of Incoming Calls Do Not Appear

Problem   A notification did not appear on my screen when someone called.

Solution   Notifications only operate when Cisco Unified Personal Communicator is running. Make sure you launch the application each time you turn on your computer.

Phone Does Not Ring

Problem   I did not hear a ringing sound when someone called me, though a notification appeared.

Solution

If you are using desk phone mode, only the desk phone rings. Check the ringer volume on that phone.

If you are using soft phone mode:

•If you have chosen a headset as the ringer device in Preferences and the headset is plugged in, you may not hear the ringing unless you are wearing the headset.

•Make sure your Phone Mode is set to Soft Phone.

•Make sure you have set the ringer volume high enough in Preferences.

•Make sure your computer and associated sound devices are not muted or set to very low volume via methods other than Preferences. A list of places to check is included in the section on troubleshooting sound problems when using your soft phone.

Related Topics

•Specifying Ringer Device and Volume, page 1-8

•I Hear No Sound

•Where to Find More Documentation, page 1-13

Problems During a Conversation

•I Hear No Sound

•Other Participants Cannot Hear Me, Or Audio Quality Is Poor

•Controls in the Conversation Window Are Unavailable

•I Cannot Merge Calls

I Hear No Sound

Problem   I am using my soft phone on a call and I hear no sound. However, the conversation window indicates that I am connected.

Solution   Try the following:

•Make sure your headset and camera are plugged securely into the USB ports.

•Look at the conversation window and make sure that the volume is not too low and that the conversation is not on hold.

•Make sure your Phone Mode is set to Soft Phone.

•Make sure your computer is not muted or set to very low volume. To test this, see if you can hear other sounds that your computer normally makes, such as beeps when you press an incorrect key, or sounds that signal that a message has arrived.

Your computer may have both a physical key on the keyboard and a control onscreen, for example a megaphone icon in the system tray or a Control Panel for Sound. You may need to set these separately.

•If your headset or other audio device has a button to mute or attenuate incoming sound, make sure the button is not activated.

•Make sure any volume wheel or slider on your headset or other audio device is not set at a very low volume.

•Make sure you have correctly specified the speaker device to use with Cisco Unified Personal Communicator: Follow the instructions in Specifying Your Audio and Video Devices, page 1-8.

•Try another headset or speaker device, if one is available.

•Try the speakers that are built into your computer, if available. Follow instructions in Specifying Your Audio and Video Devices, page 1-8.

•Check the advanced sound settings for your operating system. See Checking Advanced Speaker Sound Settings for Windows XP.

•If you are connecting via virtual private network (VPN): In the VPN application window, click the Options menu. The Stateful Firewall option should NOT have a check mark beside it. If it does, select Stateful Firewall to remove the check mark.

•If you are in a conversation with only one other person, have that person try the troubleshooting tips in Other Participants Cannot Hear Me, Or Audio Quality Is Poor.

Checking Advanced Speaker Sound Settings for Windows XP

The following procedure is one possible solution to the problem described in I Hear No Sound.

This procedure may affect other applications that use sound.

Procedure

Step 1 Make sure the speaker device or headset that you will use with Cisco Unified Personal Communicator is plugged in.

Step 2 Choose Start > All Programs > Accessories > Entertainment > Volume Control.

Step 3 Choose Options > Properties.

Step 4 Choose, for Mixer Device, the speaker or headset you will use with Cisco Unified Personal Communicator.

Step 5 Click Playback.

Step 6 Check the Volume Control and Wave boxes. Uncheck the other boxes.

Step 7 Click OK.

Step 8 Make sure Mute is not checked for either item.

Step 9 Make sure neither volume slider is set very low.

Step 10 Close the Speaker window.

Step 11 If necessary, repeat this procedure, but in Step 5, check all of the check boxes. The list of items is different for every device. Make sure none of the items is muted or set to very low volume. Exception: If you are not using a headset, you should mute your microphone (sometimes called "Capture") in the Playback settings to avoid feedback noise.

Related Topics

•I Hear No Sound

Other Participants Cannot Hear Me, Or Audio Quality Is Poor

Problem   Other participants cannot hear me, or the audio quality is poor.

Solution   Try the following:

•Look at the conversation window and make sure that your audio is not muted.

•If you are trying to use your soft phone, make sure your Phone Mode is set to Soft Phone.

•If you have a headset, use it instead of the microphone that is built into your computer.

•Make sure any Mute button on your headset or microphone is not activated.

•Make sure the microphone is close to your mouth. Experiment to find the ideal distance.

•Make sure your headset and camera are plugged securely into the USB ports.

•Make sure your microphone is correctly identified in Cisco Unified Personal Communicator preferences.

•If you are using your soft phone with both a camera and a headset, make sure you have specified the headset, not the camera, as the speaker device in Preferences.

•Check the advanced microphone sound settings for your operating system. See Checking Advanced Microphone Sound Settings for Windows XP.

•If you are in a conversation with only one other person, have that person try the troubleshooting tips in I Hear No Sound.

Related Topics

•Specifying Your Audio and Video Devices, page 1-8

•Changing the Volume of a Call, page 3-10

•Checking Advanced Microphone Sound Settings for Windows XP

Checking Advanced Microphone Sound Settings for Windows XP

The following procedure is one possible solution to the problem described in Other Participants Cannot Hear Me, Or Audio Quality Is Poor.

This setting remains until you change it or disconnect the device.

This procedure may affect other applications that use sound.

Procedure

Step 1 Make sure the headset or microphone you will use with Cisco Unified Personal Communicator is plugged in.

Step 2 Choose Start > All Programs > Accessories > Entertainment > Volume Control.

Step 3 Choose Options > Properties.

Step 4 Choose, for Mixer Device, the headset or microphone that you will use with Cisco Unified Personal Communicator.

Step 5 Click Recording, then make sure the Microphone box is checked. (Some devices do not include a Microphone check box. For example, one device uses "Capture" instead. You may need to experiment to see what your device calls this.)

Step 6 Click OK.

Step 7 Make sure the Select Microphone (or equivalent) box is checked, and that the device is not muted or set to very low volume. (The specific options you see are different for each device.)

Step 8 Close the window.

Related Topics

•Other Participants Cannot Hear Me, Or Audio Quality Is Poor

Controls in the Conversation Window Are Unavailable

Problem   The buttons and controls in my conversation window are dimmed or missing.

Solution

•The call may be on hold.

•If the phone mode is set to Desk Phone, you must mute your phone or change the volume using the controls on the desk phone.

•You must be set up for video if you want to use video.

Related Topics

•Putting Conversations on Hold and Retrieving Them, page 3-9

•Before You Use Video, page 4-2

I Cannot Merge Calls

Problem   I am trying to merge two calls but the Merge button is dimmed.

Solution   Note the following:

•You cannot merge two conference calls. At least one call must have only one participant besides yourself. To merge multiple participants into a single call, see Merging Calls, page 6-2.

•Make sure one of the calls is not on hold. The merge button is active in the active call window. If a conversation is on hold, the merge button is dimmed.

Problems with Your Camera or Video

•Setup Process Runs Again When I Plug In the Camera

•Unexpected Prompt to Choose a Camera Driver

•Options to Use Video Are Dimmed

•Computer Does Not Recognize My Camera, or I Cannot See My Own Image

•I Expected Video, But the Call Is Audio Only

•Video Image Of Other Person Does Not Appear

•Video Is Slow Or Quality Is Poor, Or No Video Appears

•Unable to Add Video to Audio Call

•I See Two of My Own Image

Setup Process Runs Again When I Plug In the Camera

Problem   I already set up the camera driver. Why is the setup process happening again when I plug in my camera?

Solution   If you have more than one USB port or you are plugging the camera into a hub instead of directly into your computer, the setup process may run each time you plug the camera into a port that you have not yet used.

Unexpected Prompt to Choose a Camera Driver

Problem   I am trying to use my camera and I see a window asking me to choose a driver.

Solution   Unplug the camera and install the camera software, then plug in the camera.

Related Topics

•Installing and Setting Up Your Cisco Video Camera, page 1-3

Options to Use Video Are Dimmed

Problem   The options to start a video conversation, add video to my conversation, answer a call with video, or view my own video image are dimmed.

Solution

•Make sure your camera is plugged in. After you plug it in, you may need to relaunch Cisco Unified Personal Communicator.

•You can use video only if the phone mode is set to soft phone. You will need to end any current conversation and start a new one with the soft phone.

Related Topics

•Choosing the Phone to Control, page 1-9

•Computer Does Not Recognize My Camera, or I Cannot See My Own Image

Computer Does Not Recognize My Camera, or I Cannot See My Own Image

Problem   The computer does not properly recognize the camera, or I cannot see my own video image.

Solution   Try the following:

•Make sure you meet the criteria in Before You Use Video, page 4-2.

•Unplug the camera and plug it in again.

•Plug the camera into a different USB port.

•Make sure your camera is selected in Audio/Video Preferences.

•Exit Cisco Unified Personal Communicator if it is running, then relaunch it.

•See if you can use your camera with other applications. If not, see the troubleshooting information that came with the camera.

Related Topics

•Specifying Your Audio and Video Devices, page 1-8

I Expected Video, But the Call Is Audio Only

Problem   I made a call with video, or I answered a call with video, but the call is audio-only.

Solution   Calls are only connected with video when they are initiated and answered with video. You can add video to an audio-only call after it is connected.

Related Topics

•Viewing Video, page 4-3

Video Image Of Other Person Does Not Appear

Problem   I answered a call with video, or I added video to a conversation, but the video image of the other person does not appear.

Solution   The other person may not have a video camera, or may have declined to add video to the conversation. If you are in a conference call, see I See Two of My Own Image.

Video Is Slow Or Quality Is Poor, Or No Video Appears

Problem   Video is slow or of poor quality, or does not appear.

Solution   Try the following:

•If your computer is running on battery power, plug in the AC adaptor.

•Make sure detailed logging is not activated unnecessarily.

•If you are accessing the network remotely over a slow connection, it may be best to use audio-only mode.

Related Topics

•Enabling Detailed Logging

•Application Freezes At Login

•Application Is Unresponsive Or Behaves Strangely

Unable to Add Video to Audio Call

Problem   I am unable to add video to an audio call. My conversation partner is using a Tandberg video phone.

Solution   Initiate the call as a video call, or have the user of the Tandberg phone initiate the call. This is standard behavior for the Tandberg phone.

I See Two of My Own Image

Problem   I added video to a conference call, but I see only my own image twice.

Solution   Each participant must add video to the conference call. After another participant adds video, you will see the image of that person.

Problems with Web Conferencing

•When I Add Web Conferencing, It Asks Me To Log In

•Cannot Add Web Conferencing

•Web Conference Language Is Different

•Lost Connection to Web Conference

•Participants Cannot See Web Conferencing Window

•Web Conferences Differ From Standard Web Conferences

When I Add Web Conferencing, It Asks Me To Log In

Problem   When I add web conferencing, I see a request for my username and password. What do I do now?

Solution   Enter your Cisco Unified MeetingPlace or Cisco Unified MeetingPlace Express username and password.

Cannot Add Web Conferencing

Problem   I cannot add web conferencing. Or, when I click the button to start a web conference, I see an error message.

Solution   Possible solutions include:

•You may not have correctly specified your Cisco MeetingPlace or Cisco Unified MeetingPlace Express account information. See Setting Up Web Conferencing, page 1-6. If you do not know your username and password, contact your system administrator.

•Try logging in to Cisco MeetingPlace or Cisco Unified MeetingPlace Express directly. If you can log in successfully, enter the same username and password in the Account Preferences for MeetingPlace in Cisco Unified Personal Communicator.

•You may need to have a profile (account) in Cisco MeetingPlace or Cisco Unified MeetingPlace Express. Contact your system administrator.

Web Conference Language Is Different

Problem   The web conference does not use my language.

Solution   The web conferencing feature is available in a different set of languages than are available in the rest of the Cisco Unified Personal Communicator application. If your language is not available, English displays.

Lost Connection to Web Conference

Problem   I have lost connection to the web conference.

Solution

•Click the Rejoin Web Conference button in the conversation window.

Participants Cannot See Web Conferencing Window

Problem   Some participants in the conversation do not see the web conferencing window.

Solution   Possible solutions include:

•Participants who are not using Cisco Unified Personal Communicator do not automatically see the web conferencing window.

•The Cisco MeetingPlace or Cisco Unified MeetingPlace Express system may not be set up to accommodate enough participants. Contact your system administrator.

Related Topics

•Adding Web Conferencing and Web Participants to Conversations, page 5-2

Web Conferences Differ From Standard Web Conferences

Problem   Web conferences are different from standard web conferences that I am accustomed to.

Solution   Web conferences that you access via Cisco Unified Personal Communicator differ from standard web conferences. Some features in standard web conferences are handled by the Cisco Unified Personal Communicator application instead.

Related Topics

•Comparison with Standard Web Meetings, page 5-4

Problems With Instant Messaging

•Instant Messaging Button is Dimmed

•Recipient Did Not Receive Message

•Message: "[Person] ... did not receive your message..."

•New Message Appears in the Same Window As Old Messages

Instant Messaging Button is Dimmed

Problem   The button to send an instant message is dimmed.

Solution

•First, select a person in a list.

•Make sure you have selected only one name.

•You may not be able to send instant messages to people whose reachability status is Offline or Away.

•You can send instant messages only to people in your organization who are set up to use Cisco Unified Personal Communicator or IP Phone Messenger. This group may not include all of the people in your corporate directory.

Related Topics

•Where to Find More Documentation, page 1-13

Recipient Did Not Receive Message

Problem   I sent an instant message with no error, but the recipient never received it, or someone sent me a message that I did not receive.

Solution   If the recipient was not logged in to Cisco Unified Personal Communicator when the sender sent the message, and the recipient is set up to use IP Phone Messaging (IPPM), the message may have gone to that destination instead of Cisco Unified Personal Communicator. To view the message, see the documentation for IPPM.

Related Topics

•Where to Find More Documentation, page 1-13

•Message: "[Person] ... did not receive your message..."

Message: "[Person] ... did not receive your message..."

Problem   When I try to send a message, I see a notice:

•"[Person] did not receive your message because the message could not be sent."

•"[Person] is offline and cannot receive messages."

•Your message to [person] could not be sent.

Solution   If you see this message, we recommend that you try again later or use another method to contact this person, even if the message appears to be sent. Users whose reachability status is Offline or Away cannot receive instant messages in Cisco Unified Personal Communicator.

Related Topics

•Recipient Did Not Receive Message

New Message Appears in the Same Window As Old Messages

Problem   A new message appears in the same window as old messages.

Solution   You can have only a single messaging window open with a particular user of Cisco Unified Personal Communicator at any time.

Problems in the Recent Communications Pane

•Known Calls Are Not Listed

•List Shows Phone Number, Not Name

Known Calls Are Not Listed

Problem   Recent Communications does not list calls that I know occurred.

Solution   Calls that you make and receive while Cisco Unified Personal Communicator is not running do not appear in Recent Communications. Calls you make using your desk phone while Cisco Unified Personal Communicator is running in soft phone mode also do not appear in the list.

List Shows Phone Number, Not Name

Problem   A person in my company has called me, but the Recent Communications pane shows the phone number of the person, not the name.

Solution   The person may have called from a number that the system does not recognize (for example, a home phone), or the corporate directory may be out of date.

Problems With Voice Mail

Problem   Voice mail downloads slowly.

Solution   If you have many old voice-mail messages that you have not yet permanently deleted, purge these items from the recent communications list.

Related Topics

•Working With the Recent Communications List and Its Items, page 9-3

Problems with Search

•Search Seems to Find Incorrect Results

•Application Appears Unresponsive After Search

Search Seems to Find Incorrect Results

Problem   Search seems to find incorrect results.

Solution   The system searches several different attributes, and depending on how the administrator has configured these attributes, can include results that you might not expect.

Application Appears Unresponsive After Search

Problem   The application appears to be unresponsive after performing a Search operation.

Solution   Wait a few moments while the system completes the Search operation.

Problems Accessing Online Help

Problem   I cannot view the online help.

Solution

•You must allow active content. For example, in Internet Explorer 6, you must click the Information Bar near the top of your browser window and choose Allow Blocked Content.

•Your administrator may have given you a copy of the PDF version of the User Guide for this product.

•The most current version of the documentation is also available as a PDF on the Cisco web site.

Related Topics

•Where to Find More Documentation, page 1-13

Getting Information for Your Administrator

If you experience problems, your system administrator may ask you to do one or more of the following:

•Checking Call Statistics

•Checking Server Status

•Capturing Log Files

•Enabling Detailed Logging

Checking Call Statistics

Call statistics are available for the current call.

Procedure

Step 1 Make sure the conversation window of the problem call is the active window.

Step 2 Make sure that the call is not on hold.

Step 3 Choose Help > Show Call Statistics from the menu bar of the active conversation window.

Step 4 Click Audio Statistics or Video Statistics.

Checking Server Status

Procedure

Step 1 Choose Help > Show Server Health from the menu bar at the top of the console.

Step 2 Choose an option at the left on direction from your administrator.

Capturing Log Files

Procedure

Step 1 Look on your desktop for a .zip file with a name that starts with CUPC, followed by a string of numbers and letters.

If this file was not generated automatically, create it:

a. Do one of the following:

–Choose Help > Create Problem Report.

–Choose Start > All Programs > Cisco Unified Personal Communicator > Create Problem Report.

b. Follow the instructions that you see. Before you click Finish, note the name of the file that has been created on your desktop.

Step 2 Create an e-mail with the following information, especially if the system generated the problem report automatically:

•A description of the problem.

•An explanation of what you were doing at the time the problem occurred.

•Any other details that might have affected the situation.

Step 3 E-mail the generated file and accompanying information to your system administrator.

Related Topics

•Enabling Detailed Logging

Enabling Detailed Logging

If you are experiencing problems using Cisco Unified Personal Communicator and your administrator tells you to do so, enable detailed logging: Choose Help > Enable Detailed Logging.

Use the same procedure to turn off detailed logging.

Your setting remains until you change it, even after you restart.

Detailed logging may impair performance, so you should turn it off as soon as you no longer need it.

	User Guide for Cisco Unified Personal Communicator for Windows, Release 1.2
	Troubleshooting Cisco Unified Personal Communicator
User Guide for Cisco Unified Personal Communicator for Windows, Release 1.2 Preparing To Use Cisco Unified Personal Communicator Using Reachability Status in Cisco Unified Personal Communicator Having Conversations Using Cisco Unified Personal Communicator Using Video With Cisco Unified Personal Communicator Using Web Conferencing With Cisco Unified Personal Communicator Hosting Conference Calls Using Cisco Unified Personal Communicator Sending Messages With Cisco Unified Personal Communicator Managing Contacts in Cisco Unified Personal Communicator Working With Recent Communications With Cisco Unified Personal Communicator Troubleshooting Cisco Unified Personal Communicator Cisco Unified Personal Communicator Glossary	Download this chapter Troubleshooting Cisco Unified Personal Communicator Download the complete book User Guide for Cisco Unified Personal Communicator for Windows, Release 1.2 (PDF - 3 MB) Table Of Contents Troubleshooting Cisco Unified Personal Communicator Problems Setting Up the Application Problems Logging In and Starting Up Error: Login Failed Application Freezes At Login Application Starts Slowly Desk Phone Device Unavailable General Problems Application Is Unresponsive Or Behaves Strangely Security Warning Appears Problems Choosing A Phone Cannot Make Phone Active Desired Desk Phone Is Not Listed Problems with the Console Console Does Not Fit My Screen Menu Item, Button, Or Option is Dimmed Columns Are Too Narrow I Cannot Resize the Panes in the Console Problems with Reachability Status Problems Starting Calls Button and Menu Item Are Dimmed Calling From Outlook: Security Warning Appears Problems With Incoming Calls Notifications of Incoming Calls Do Not Appear Phone Does Not Ring Problems During a Conversation I Hear No Sound Checking Advanced Speaker Sound Settings for Windows XP Other Participants Cannot Hear Me, Or Audio Quality Is Poor Checking Advanced Microphone Sound Settings for Windows XP Controls in the Conversation Window Are Unavailable I Cannot Merge Calls Problems with Your Camera or Video Setup Process Runs Again When I Plug In the Camera Unexpected Prompt to Choose a Camera Driver Options to Use Video Are Dimmed Computer Does Not Recognize My Camera, or I Cannot See My Own Image I Expected Video, But the Call Is Audio Only Video Image Of Other Person Does Not Appear Video Is Slow Or Quality Is Poor, Or No Video Appears Unable to Add Video to Audio Call I See Two of My Own Image Problems with Web Conferencing When I Add Web Conferencing, It Asks Me To Log In Cannot Add Web Conferencing Web Conference Language Is Different Lost Connection to Web Conference Participants Cannot See Web Conferencing Window Web Conferences Differ From Standard Web Conferences Problems With Instant Messaging Instant Messaging Button is Dimmed Recipient Did Not Receive Message Message: "[Person] ... did not receive your message..." New Message Appears in the Same Window As Old Messages Problems in the Recent Communications Pane Known Calls Are Not Listed List Shows Phone Number, Not Name Problems With Voice Mail Problems with Search Search Seems to Find Incorrect Results Application Appears Unresponsive After Search Problems Accessing Online Help Getting Information for Your Administrator Checking Call Statistics Checking Server Status Capturing Log Files Enabling Detailed Logging Troubleshooting Cisco Unified Personal Communicator •Problems Setting Up the Application •Problems Logging In and Starting Up •General Problems •Problems Choosing A Phone •Problems with the Console •Problems with Reachability Status •Problems Starting Calls •Problems With Incoming Calls •Problems During a Conversation •Problems with Your Camera or Video •Problems with Web Conferencing •Problems With Instant Messaging •Problems in the Recent Communications Pane •Problems With Voice Mail •Problems with Search •Problems Accessing Online Help •Getting Information for Your Administrator Problems Setting Up the Application Problem When I try to install, I get an error. Solution Make sure you have sufficient disk space. See Installing Cisco Unified Personal Communicator, page 1-2. Problems Logging In and Starting Up •Error: Login Failed •Application Freezes At Login •Application Starts Slowly •Desk Phone Device Unavailable Error: Login Failed Problem Error on logging in: Login failed. Make sure your username and password are correct. Solution •Make sure you have entered your username, password, and login server information correctly. See Logging In, page 1-4 for specific log-in requirements. •Make sure your password is correct and has not changed elsewhere on the system. To do so, visit the Cisco Unified Communications Manager User Options web page (formerly known as the Cisco Unified CallManager User Options web page). If you do not know how to do this, contact your administrator. Related Topics •Where to Find More Documentation, page 1-13 Application Freezes At Login Problem When I try to log in, Cisco Unified Personal Communicator freezes. This issue may be intermittent. Solution •This problem can result from a known issue with Microsoft IntelliPoint Mouse software, versions 6.0 and 61. You can uninstall the IntelliPoint software, or try downgrading to version 5.x of the IntelliPoint software, then restart your computer before relaunching Cisco Unified Personal Communicator. For a short-term solution, try setting Cisco Unified Personal Communicator to log in automatically. •Other applications that change or enhance the behavior of your operating system may prevent you from logging in. See Application Is Unresponsive Or Behaves Strangely. Application Starts Slowly Problem Cisco Unified Personal Communicator starts up very slowly. Solution •Permanently delete all recent communications items that you have marked for deletion. This is especially important if you have many voice mail messages. •Remove from your contact list all contacts that you no longer need. A shorter contact list will load more quickly. Related Topics •Working With the Recent Communications List and Its Items, page 9-3 •Deleting Contacts From Your List, page 8-6 Desk Phone Device Unavailable Problem When I launch Cisco Unified Personal Communicator, I see a window that says "Desk Phone Device Unavailable." Solution The phone that you had previously associated with Cisco Unified Personal Communicator is not available. •If you are not near a desk phone that you know you can use with Cisco Unified Personal Communicator, click Use Softphone. •If you want to choose a different desk phone with Cisco Unified Personal Communicator, see Choosing the Associated Desk Phone, page 1-10 for information on choosing a phone, then click Select New Desk Phone. Related Topics •Choosing the Phone to Control, page 1-9 General Problems •Application Is Unresponsive Or Behaves Strangely •Security Warning Appears Application Is Unresponsive Or Behaves Strangely Problem Cisco Unified Personal Communicator is unresponsive or behaves strangely. Solution •Uninstall any applications that change or enhance the behavior of the operating system, such as PowerToys for Windows XP, Hydravision by ATI, or TopDesk by Otaku Software. •Choose Help > Reset Security Warnings The next time you dial a call from the Cisco Unified Personal Communicator toolbar in Microsoft Outlook, you will see a request to allow access to Cisco Unified Personal Communicator. Choose Always allow. If you see a request for access and you have not just tried to make a call from Outlook or a different application that you know is safe to use with Cisco Unified Personal Communicator, choose Never allow. Related Topics •Application Freezes At Login •Application Appears Unresponsive After Search •Application Starts Slowly Security Warning Appears Problem I see a warning asking me if I want to allow an application to access Cisco Unified Personal Communicator. What should I do? Solution If you are intentionally using another application to interact with Cisco Unified Personal Communicator, you can allow it. If you did not initiate an action that you intended to interact with Cisco Unified Personal Communicator, choose Never allow. Related Topics •Calling From Outlook: Security Warning Appears Problems Choosing A Phone •Cannot Make Phone Active •Desired Desk Phone Is Not Listed Cannot Make Phone Active Problem When I choose a phone, the phone mode reverts to Disabled and I cannot make or receive calls. Solution Try the following: •Choose the other phone option. •If you are trying to choose your desk phone, make sure your computer is connected to the network to which your desk phone is connected. Related Topics •Desk Phone Device Unavailable Desired Desk Phone Is Not Listed Problem I'm trying to choose a desk phone other than the one on my desk, but the phone I want is not listed. Solution •Log in to the Extension Mobility (EM) services on the phone first. For information, see the documentation for your phone. •Not all phones are set up for you to use; if the phone you want to choose is not available to you, contact your system administrator. Related Topics •Where to Find More Documentation, page 1-13 Problems with the Console •Console Does Not Fit My Screen •Menu Item, Button, Or Option is Dimmed •Columns Are Too Narrow •I Cannot Resize the Panes in the Console Console Does Not Fit My Screen Problem The console is too big; it does not fit on my screen. Solution The minimum recommended screen resolution is 1024x768. To change your screen resolution: Windows XP: Choose Start > Control Panel > Display. For more information, see the Help for your operating system. Menu Item, Button, Or Option is Dimmed Problem The menu item, button, or other option that I want to use is dimmed. Solution Possible solutions include: •You may need to click a contact or communication first, then click the button. •The option may not be available for the contact or communication that you have currently selected. For example, you cannot send instant messages to a phone number entry in the Recent Communications list. •The option may not apply in the current situation. For example, "Mark Unread" is not available if you have selected an item that is already marked Unread. Related Topics •Problems Starting Calls Columns Are Too Narrow Problem Columns in the console are too narrow to display all of the information. Solution Possible solutions include: •Hover your mouse pointer over an item in a list to view more information. •Resize the columns. •Drag an edge of the console to make the entire console larger. I Cannot Resize the Panes in the Console Problem I cannot resize the panes in the console. Solution Make the console longer by dragging its bottom edge, then resize the panes. You cannot resize panes if the console is at its minimum size. Problems with Reachability Status Problem Reachability status indicators are not appearing correctly. Solution •At your company, not all people in the company directory may be set up to show reachability status. •If you have changed your Privacy settings in the Cisco Unified Presence User Options web pages, check those settings. –If other users of Cisco Unified Personal Communicator cannot see your reachability status at all, check the "blocked" list in the privacy settings. –Make sure you have not modified your default reachability status settings or created any user-defined policies that could be causing you or others not to see your status as you expect it to appear. The easiest solution may be to restore your presence settings to the default in the Cisco Unified Presence User Options web pages. •Contact your system administrator to be sure your firewall settings are correct. If necessary, see the online help or documentation for the firewall application you are using. •Make sure you are still connected to the network and can use your other network-dependent applications, such as e-mail. Related Topics •Where to Find More Documentation, page 1-13 Problems Starting Calls •Button and Menu Item Are Dimmed •Calling From Outlook: Security Warning Appears Button and Menu Item Are Dimmed Problem I want to start an audio or video call or send an e-mail, but the button and menu item are dimmed. Solution Possible solutions include: •You must first click the name of a contact or communication in the console. •The required information for the contact you have selected is not available in the system or in the Recent Communications entry. For example, phone number or e-mail address is missing. Calling From Outlook: Security Warning Appears Problem I tried to make a call from the Cisco Unified Personal Communicator toolbar in Microsoft Outlook and I see a security warning asking me to make a choice. What do I do? Solution Choose Always allow. This situation occurs if you choose Help > Reset Security Warnings. Reset security only if you are experiencing the problem described in Application Is Unresponsive Or Behaves Strangely. Related Topics •Security Warning Appears Problems With Incoming Calls •Notifications of Incoming Calls Do Not Appear •Phone Does Not Ring Notifications of Incoming Calls Do Not Appear Problem A notification did not appear on my screen when someone called. Solution Notifications only operate when Cisco Unified Personal Communicator is running. Make sure you launch the application each time you turn on your computer. Phone Does Not Ring Problem I did not hear a ringing sound when someone called me, though a notification appeared. Solution If you are using desk phone mode, only the desk phone rings. Check the ringer volume on that phone. If you are using soft phone mode: •If you have chosen a headset as the ringer device in Preferences and the headset is plugged in, you may not hear the ringing unless you are wearing the headset. •Make sure your Phone Mode is set to Soft Phone. •Make sure you have set the ringer volume high enough in Preferences. •Make sure your computer and associated sound devices are not muted or set to very low volume via methods other than Preferences. A list of places to check is included in the section on troubleshooting sound problems when using your soft phone. Related Topics •Specifying Ringer Device and Volume, page 1-8 •I Hear No Sound •Where to Find More Documentation, page 1-13 Problems During a Conversation •I Hear No Sound •Other Participants Cannot Hear Me, Or Audio Quality Is Poor •Controls in the Conversation Window Are Unavailable •I Cannot Merge Calls I Hear No Sound Problem I am using my soft phone on a call and I hear no sound. However, the conversation window indicates that I am connected. Solution Try the following: •Make sure your headset and camera are plugged securely into the USB ports. •Look at the conversation window and make sure that the volume is not too low and that the conversation is not on hold. •Make sure your Phone Mode is set to Soft Phone. •Make sure your computer is not muted or set to very low volume. To test this, see if you can hear other sounds that your computer normally makes, such as beeps when you press an incorrect key, or sounds that signal that a message has arrived. Your computer may have both a physical key on the keyboard and a control onscreen, for example a megaphone icon in the system tray or a Control Panel for Sound. You may need to set these separately. •If your headset or other audio device has a button to mute or attenuate incoming sound, make sure the button is not activated. •Make sure any volume wheel or slider on your headset or other audio device is not set at a very low volume. •Make sure you have correctly specified the speaker device to use with Cisco Unified Personal Communicator: Follow the instructions in Specifying Your Audio and Video Devices, page 1-8. •Try another headset or speaker device, if one is available. •Try the speakers that are built into your computer, if available. Follow instructions in Specifying Your Audio and Video Devices, page 1-8. •Check the advanced sound settings for your operating system. See Checking Advanced Speaker Sound Settings for Windows XP. •If you are connecting via virtual private network (VPN): In the VPN application window, click the Options menu. The Stateful Firewall option should NOT have a check mark beside it. If it does, select Stateful Firewall to remove the check mark. •If you are in a conversation with only one other person, have that person try the troubleshooting tips in Other Participants Cannot Hear Me, Or Audio Quality Is Poor. Checking Advanced Speaker Sound Settings for Windows XP The following procedure is one possible solution to the problem described in I Hear No Sound. This procedure may affect other applications that use sound. Procedure Step 1 Make sure the speaker device or headset that you will use with Cisco Unified Personal Communicator is plugged in. Step 2 Choose Start > All Programs > Accessories > Entertainment > Volume Control. Step 3 Choose Options > Properties. Step 4 Choose, for Mixer Device, the speaker or headset you will use with Cisco Unified Personal Communicator. Step 5 Click Playback. Step 6 Check the Volume Control and Wave boxes. Uncheck the other boxes. Step 7 Click OK. Step 8 Make sure Mute is not checked for either item. Step 9 Make sure neither volume slider is set very low. Step 10 Close the Speaker window. Step 11 If necessary, repeat this procedure, but in Step 5, check all of the check boxes. The list of items is different for every device. Make sure none of the items is muted or set to very low volume. Exception: If you are not using a headset, you should mute your microphone (sometimes called "Capture") in the Playback settings to avoid feedback noise. Related Topics •I Hear No Sound Other Participants Cannot Hear Me, Or Audio Quality Is Poor Problem Other participants cannot hear me, or the audio quality is poor. Solution Try the following: •Look at the conversation window and make sure that your audio is not muted. •If you are trying to use your soft phone, make sure your Phone Mode is set to Soft Phone. •If you have a headset, use it instead of the microphone that is built into your computer. •Make sure any Mute button on your headset or microphone is not activated. •Make sure the microphone is close to your mouth. Experiment to find the ideal distance. •Make sure your headset and camera are plugged securely into the USB ports. •Make sure your microphone is correctly identified in Cisco Unified Personal Communicator preferences. •If you are using your soft phone with both a camera and a headset, make sure you have specified the headset, not the camera, as the speaker device in Preferences. •Check the advanced microphone sound settings for your operating system. See Checking Advanced Microphone Sound Settings for Windows XP. •If you are in a conversation with only one other person, have that person try the troubleshooting tips in I Hear No Sound. Related Topics •Specifying Your Audio and Video Devices, page 1-8 •Changing the Volume of a Call, page 3-10 •Checking Advanced Microphone Sound Settings for Windows XP Checking Advanced Microphone Sound Settings for Windows XP The following procedure is one possible solution to the problem described in Other Participants Cannot Hear Me, Or Audio Quality Is Poor. This setting remains until you change it or disconnect the device. This procedure may affect other applications that use sound. Procedure Step 1 Make sure the headset or microphone you will use with Cisco Unified Personal Communicator is plugged in. Step 2 Choose Start > All Programs > Accessories > Entertainment > Volume Control. Step 3 Choose Options > Properties. Step 4 Choose, for Mixer Device, the headset or microphone that you will use with Cisco Unified Personal Communicator. Step 5 Click Recording, then make sure the Microphone box is checked. (Some devices do not include a Microphone check box. For example, one device uses "Capture" instead. You may need to experiment to see what your device calls this.) Step 6 Click OK. Step 7 Make sure the Select Microphone (or equivalent) box is checked, and that the device is not muted or set to very low volume. (The specific options you see are different for each device.) Step 8 Close the window. Related Topics •Other Participants Cannot Hear Me, Or Audio Quality Is Poor Controls in the Conversation Window Are Unavailable Problem The buttons and controls in my conversation window are dimmed or missing. Solution •The call may be on hold. •If the phone mode is set to Desk Phone, you must mute your phone or change the volume using the controls on the desk phone. •You must be set up for video if you want to use video. Related Topics •Putting Conversations on Hold and Retrieving Them, page 3-9 •Before You Use Video, page 4-2 I Cannot Merge Calls Problem I am trying to merge two calls but the Merge button is dimmed. Solution Note the following: •You cannot merge two conference calls. At least one call must have only one participant besides yourself. To merge multiple participants into a single call, see Merging Calls, page 6-2. •Make sure one of the calls is not on hold. The merge button is active in the active call window. If a conversation is on hold, the merge button is dimmed. Problems with Your Camera or Video •Setup Process Runs Again When I Plug In the Camera •Unexpected Prompt to Choose a Camera Driver •Options to Use Video Are Dimmed •Computer Does Not Recognize My Camera, or I Cannot See My Own Image •I Expected Video, But the Call Is Audio Only •Video Image Of Other Person Does Not Appear •Video Is Slow Or Quality Is Poor, Or No Video Appears •Unable to Add Video to Audio Call •I See Two of My Own Image Setup Process Runs Again When I Plug In the Camera Problem I already set up the camera driver. Why is the setup process happening again when I plug in my camera? Solution If you have more than one USB port or you are plugging the camera into a hub instead of directly into your computer, the setup process may run each time you plug the camera into a port that you have not yet used. Unexpected Prompt to Choose a Camera Driver Problem I am trying to use my camera and I see a window asking me to choose a driver. Solution Unplug the camera and install the camera software, then plug in the camera. Related Topics •Installing and Setting Up Your Cisco Video Camera, page 1-3 Options to Use Video Are Dimmed Problem The options to start a video conversation, add video to my conversation, answer a call with video, or view my own video image are dimmed. Solution •Make sure your camera is plugged in. After you plug it in, you may need to relaunch Cisco Unified Personal Communicator. •You can use video only if the phone mode is set to soft phone. You will need to end any current conversation and start a new one with the soft phone. Related Topics •Choosing the Phone to Control, page 1-9 •Computer Does Not Recognize My Camera, or I Cannot See My Own Image Computer Does Not Recognize My Camera, or I Cannot See My Own Image Problem The computer does not properly recognize the camera, or I cannot see my own video image. Solution Try the following: •Make sure you meet the criteria in Before You Use Video, page 4-2. •Unplug the camera and plug it in again. •Plug the camera into a different USB port. •Make sure your camera is selected in Audio/Video Preferences. •Exit Cisco Unified Personal Communicator if it is running, then relaunch it. •See if you can use your camera with other applications. If not, see the troubleshooting information that came with the camera. Related Topics •Specifying Your Audio and Video Devices, page 1-8 I Expected Video, But the Call Is Audio Only Problem I made a call with video, or I answered a call with video, but the call is audio-only. Solution Calls are only connected with video when they are initiated and answered with video. You can add video to an audio-only call after it is connected. Related Topics •Viewing Video, page 4-3 Video Image Of Other Person Does Not Appear Problem I answered a call with video, or I added video to a conversation, but the video image of the other person does not appear. Solution The other person may not have a video camera, or may have declined to add video to the conversation. If you are in a conference call, see I See Two of My Own Image. Video Is Slow Or Quality Is Poor, Or No Video Appears Problem Video is slow or of poor quality, or does not appear. Solution Try the following: •If your computer is running on battery power, plug in the AC adaptor. •Make sure detailed logging is not activated unnecessarily. •If you are accessing the network remotely over a slow connection, it may be best to use audio-only mode. Related Topics •Enabling Detailed Logging •Application Freezes At Login •Application Is Unresponsive Or Behaves Strangely Unable to Add Video to Audio Call Problem I am unable to add video to an audio call. My conversation partner is using a Tandberg video phone. Solution Initiate the call as a video call, or have the user of the Tandberg phone initiate the call. This is standard behavior for the Tandberg phone. I See Two of My Own Image Problem I added video to a conference call, but I see only my own image twice. Solution Each participant must add video to the conference call. After another participant adds video, you will see the image of that person. Problems with Web Conferencing •When I Add Web Conferencing, It Asks Me To Log In •Cannot Add Web Conferencing •Web Conference Language Is Different •Lost Connection to Web Conference •Participants Cannot See Web Conferencing Window •Web Conferences Differ From Standard Web Conferences When I Add Web Conferencing, It Asks Me To Log In Problem When I add web conferencing, I see a request for my username and password. What do I do now? Solution Enter your Cisco Unified MeetingPlace or Cisco Unified MeetingPlace Express username and password. Cannot Add Web Conferencing Problem I cannot add web conferencing. Or, when I click the button to start a web conference, I see an error message. Solution Possible solutions include: •You may not have correctly specified your Cisco MeetingPlace or Cisco Unified MeetingPlace Express account information. See Setting Up Web Conferencing, page 1-6. If you do not know your username and password, contact your system administrator. •Try logging in to Cisco MeetingPlace or Cisco Unified MeetingPlace Express directly. If you can log in successfully, enter the same username and password in the Account Preferences for MeetingPlace in Cisco Unified Personal Communicator. •You may need to have a profile (account) in Cisco MeetingPlace or Cisco Unified MeetingPlace Express. Contact your system administrator. Web Conference Language Is Different Problem The web conference does not use my language. Solution The web conferencing feature is available in a different set of languages than are available in the rest of the Cisco Unified Personal Communicator application. If your language is not available, English displays. Lost Connection to Web Conference Problem I have lost connection to the web conference. Solution •Click the Rejoin Web Conference button in the conversation window. Participants Cannot See Web Conferencing Window Problem Some participants in the conversation do not see the web conferencing window. Solution Possible solutions include: •Participants who are not using Cisco Unified Personal Communicator do not automatically see the web conferencing window. •The Cisco MeetingPlace or Cisco Unified MeetingPlace Express system may not be set up to accommodate enough participants. Contact your system administrator. Related Topics •Adding Web Conferencing and Web Participants to Conversations, page 5-2 Web Conferences Differ From Standard Web Conferences Problem Web conferences are different from standard web conferences that I am accustomed to. Solution Web conferences that you access via Cisco Unified Personal Communicator differ from standard web conferences. Some features in standard web conferences are handled by the Cisco Unified Personal Communicator application instead. Related Topics •Comparison with Standard Web Meetings, page 5-4 Problems With Instant Messaging •Instant Messaging Button is Dimmed •Recipient Did Not Receive Message •Message: "[Person] ... did not receive your message..." •New Message Appears in the Same Window As Old Messages Instant Messaging Button is Dimmed Problem The button to send an instant message is dimmed. Solution •First, select a person in a list. •Make sure you have selected only one name. •You may not be able to send instant messages to people whose reachability status is Offline or Away. •You can send instant messages only to people in your organization who are set up to use Cisco Unified Personal Communicator or IP Phone Messenger. This group may not include all of the people in your corporate directory. Related Topics •Where to Find More Documentation, page 1-13 Recipient Did Not Receive Message Problem I sent an instant message with no error, but the recipient never received it, or someone sent me a message that I did not receive. Solution If the recipient was not logged in to Cisco Unified Personal Communicator when the sender sent the message, and the recipient is set up to use IP Phone Messaging (IPPM), the message may have gone to that destination instead of Cisco Unified Personal Communicator. To view the message, see the documentation for IPPM. Related Topics •Where to Find More Documentation, page 1-13 •Message: "[Person] ... did not receive your message..." Message: "[Person] ... did not receive your message..." Problem When I try to send a message, I see a notice: •"[Person] did not receive your message because the message could not be sent." •"[Person] is offline and cannot receive messages." •Your message to [person] could not be sent. Solution If you see this message, we recommend that you try again later or use another method to contact this person, even if the message appears to be sent. Users whose reachability status is Offline or Away cannot receive instant messages in Cisco Unified Personal Communicator. Related Topics •Recipient Did Not Receive Message New Message Appears in the Same Window As Old Messages Problem A new message appears in the same window as old messages. Solution You can have only a single messaging window open with a particular user of Cisco Unified Personal Communicator at any time. Problems in the Recent Communications Pane •Known Calls Are Not Listed •List Shows Phone Number, Not Name Known Calls Are Not Listed Problem Recent Communications does not list calls that I know occurred. Solution Calls that you make and receive while Cisco Unified Personal Communicator is not running do not appear in Recent Communications. Calls you make using your desk phone while Cisco Unified Personal Communicator is running in soft phone mode also do not appear in the list. List Shows Phone Number, Not Name Problem A person in my company has called me, but the Recent Communications pane shows the phone number of the person, not the name. Solution The person may have called from a number that the system does not recognize (for example, a home phone), or the corporate directory may be out of date. Problems With Voice Mail Problem Voice mail downloads slowly. Solution If you have many old voice-mail messages that you have not yet permanently deleted, purge these items from the recent communications list. Related Topics •Working With the Recent Communications List and Its Items, page 9-3 Problems with Search •Search Seems to Find Incorrect Results •Application Appears Unresponsive After Search Search Seems to Find Incorrect Results Problem Search seems to find incorrect results. Solution The system searches several different attributes, and depending on how the administrator has configured these attributes, can include results that you might not expect. Application Appears Unresponsive After Search Problem The application appears to be unresponsive after performing a Search operation. Solution Wait a few moments while the system completes the Search operation. Problems Accessing Online Help Problem I cannot view the online help. Solution •You must allow active content. For example, in Internet Explorer 6, you must click the Information Bar near the top of your browser window and choose Allow Blocked Content. •Your administrator may have given you a copy of the PDF version of the User Guide for this product. •The most current version of the documentation is also available as a PDF on the Cisco web site. Related Topics •Where to Find More Documentation, page 1-13 Getting Information for Your Administrator If you experience problems, your system administrator may ask you to do one or more of the following: •Checking Call Statistics •Checking Server Status •Capturing Log Files •Enabling Detailed Logging Checking Call Statistics Call statistics are available for the current call. Procedure Step 1 Make sure the conversation window of the problem call is the active window. Step 2 Make sure that the call is not on hold. Step 3 Choose Help > Show Call Statistics from the menu bar of the active conversation window. Step 4 Click Audio Statistics or Video Statistics. Checking Server Status Procedure Step 1 Choose Help > Show Server Health from the menu bar at the top of the console. Step 2 Choose an option at the left on direction from your administrator. Capturing Log Files Procedure Step 1 Look on your desktop for a .zip file with a name that starts with CUPC, followed by a string of numbers and letters. If this file was not generated automatically, create it: a. Do one of the following: –Choose Help > Create Problem Report. –Choose Start > All Programs > Cisco Unified Personal Communicator > Create Problem Report. b. Follow the instructions that you see. Before you click Finish, note the name of the file that has been created on your desktop. Step 2 Create an e-mail with the following information, especially if the system generated the problem report automatically: •A description of the problem. •An explanation of what you were doing at the time the problem occurred. •Any other details that might have affected the situation. Step 3 E-mail the generated file and accompanying information to your system administrator. Related Topics •Enabling Detailed Logging Enabling Detailed Logging If you are experiencing problems using Cisco Unified Personal Communicator and your administrator tells you to do so, enable detailed logging: Choose Help > Enable Detailed Logging. Use the same procedure to turn off detailed logging. Your setting remains until you change it, even after you restart. Detailed logging may impair performance, so you should turn it off as soon as you no longer need it.
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