General Troubleshooting

Problem Reporting Tool

The Problem Reporting Tool (PRT) is a small program that automatically runs if Cisco Jabber encounters an unrecoverable error, unhandled exception, or crash. The tool collects logs from the thin client and hosted virtual desktop and then creates a problem report. The report 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. Users must accept the privacy agreement to run the PRT.


Tip

Advise users to include a memory dump with the problem report if Cisco Jabber crashes. We also recommend that users provide a description of the circumstances that lead up to the error.

If a user experiences an error that does not crash the software, the user can run the PRT from the Cisco Jabber menu: Help > Report a problem.

If Cisco Jabber is not running, users can generate a problem report from the Windows Start menu . To access the tool from outside the application, choose Start > All Programs > Cisco Jabber > Cisco Jabber Problem Report.


Important

Problem reports include logs from the thin client, the hosted virtual desktop, and any detailed information that users enter. You can use this information to help troubleshoot the issue.

If there is a problem with the virtual channel, or if Cisco Jabber is not running, the problem report does not include logs from the thin client. For more information, see Virtual Channel Problem.

Virtual Channel Problem

If a problem exists with the virtual channel, the problem-reporting tool cannot collect the logs from the thin client. A problem with the virtual channel can cause the Device Selector to not start or to not populate with devices.

Cisco Technical Assistance Center (TAC) personnel may ask you to gather the logs manually by running one of the following executables:

  • Windows OS 32-bit: C:\Program Files (x86)\Cisco Systems\Cisco JVDI\CollectCiscoJVDIClientLogs.exe

  • Windows OS 64-bit: C:\Program Files\Cisco Systems\Cisco JVDI\CollectCiscoJVDIClientLogs.exe

  • Linux-based OS: /usr/bin/collect-files

The executable gathers the logs from the thin client and saves them to the desktop as a CiscoJVDIClient-logs[timestamp].7z file. You can still use the PRT to gather the logs from the hosted virtual desktop. Submit all logs gathered to TAC.

Configuration Files

For each Cisco Unified Client Services Framework (CSF) device that you add to the system, Cisco Unified Communications Manager creates a configuration (CNF.xml) file. The CNF file contains the device specifications for the associated user.

When users sign in to Cisco Jabber, Cisco Jabber Softphone for VDI starts the download of the associated CNF file to the thin client. To ensure the successful transfer of the file, open the relevant ports in all firewall applications to allow the thin client to access the ports. For more information about how to open ports, see the documentation for the firewall software.


Important

Download of the CNF.xml file follows the system setting for HTTP proxy. Ensure that the proxy does not route the HTTP request from the thin client outside of the corporate network.

Verify Device Registration with Cisco Unified Communications Manager

After device registration, verify that the CSF device registered to the Cisco Unified Communications Manager from the thin client IP address. For more information, see the documentation for your version of Cisco Unified Communications Manager.