Troubleshooting

Registry Keys

The Virtualization Experience Media Engine installation program checks to ensure that either the Citrix Receiver or the VMware Horizon Client is already installed on the repurposed PC. In one of the following registry locations, the InstallFolder string-type registry key must be present:

  • For Citrix, the installer searches in HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Citrix\Install\ICA Client for the path to the Citrix installation.

    Example (from an x86 PC): [HKEY_LOCAL_MACHINE\SOFTWARE\Citrix\Install\ICA Client] "InstallFolder"="C:\\Program Files\\Citrix\\ICA Client\\"

  • For VMware Horizon, the installer searches in HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\VMware, Inc.\VMware VDM for the path to the VMware installation.

    Example (from an x64 PC): [HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\VMware, Inc.\VMware VDM] "ClientInstallPath"="C:\\Program Files\\VMware\\VMware View\\Client\\"

Verify That Cisco VXME Is Running

Use Windows Task Manager to verify that Cisco VXME is running.

Procedure
    Step 1   On the thin client desktop, right-click the taskbar and then select Task Manager.
    Step 2   On the Processes tab, scroll down and look for the vxc.exe process.

    Confirm the Version of Cisco Virtualization Experience Media Engine

    Cisco VXME appears in the list of installed programs and features.

    Procedure
      Step 1   On the thin client, open Control Panel > Programs and Features.
      Step 2   Scroll down the list and locate Cisco VXME.
      Step 3   Check the Version column to confirm the version for Cisco Virtualization Experience Media Engine.

      Ensure that the Credentials are Passed Down the Virtual Channel

      Procedure
        Step 1   On the thin client, run the script to stop VXME. C:\Program Files (x86)\Cisco Systems\Cisco VXME\uc-stop.bat
        Step 2   Open the folder %LOCALAPPDATA%\Cisco\VXME\ and delete the vxc.log file.

        Step 3   On the thin client, run the script to start VXME. C:\Program Files (x86)\Cisco Systems\Cisco VXME\uc-start.bat
        Step 4   Log in to the HVD and sign in to Cisco Jabber.
        Step 5   Run the PRT and send the report to the PRT server.
        Step 6   Download the report from the PRT server and extract the logs.
        Step 7   Open the vxc.log file and search for Attempting to connect to CUCM for.

        Lost Call Control After Network Failure

        Users see a prompt to reconnect to their hosted virtual desktops (HVD). After they reconnect, Cisco Jabber or Cisco UC Integration for Microsoft Lync cannot control calls and their phones do not show as registered on the Logitech UC Keyboard.

        This problem can occur if the thin client loses network connectivity.

        To resolve this issue, have the users exit Cisco Jabber and disconnect from their HVDs. Next they can log back in to their HVDs and sign back in to Cisco Jabber or Cisco UC Integration for Microsoft Lync to restore call control.

        Call Is Lost After HVD Disconnection

        Users receive a prompt to log back in to their hosted virtual desktops (HVD) during an active call, and the call drops. The other party to the call has no indication that the call has ended, except the line is silent.

        This issue can occur if the connection between the thin client and the HVD drops, causing a temporary loss of registration and call control.

        To work around this issue, users can call the other party back. If the other party is not available, users can send an instant message (IM).

        Problem Report

        If users encounter a problem with Cisco Jabber or Cisco UC Integration™ for Microsoft Lync, they can create a problem report. If Cisco Jabber or Cisco UC Integration™ for Microsoft Lync encounters a problem and must close, the the problem-reporting tool starts automatically, so that the user can create a problem report. Users can also generate a problem report from the Windows Start menu, if Cisco Jabber or Cisco UC Integration™ for Microsoft Lync is not running.

        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.

        Important:

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


        Tip

        Advise users to include a memory dump if Cisco Jabber or Cisco UC Integration™ for Microsoft Lync crashes.

        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. To work around an issue with the virtual channel, you can collect the logs from %LOCALAPPDATA%\Cisco\VXME on the thin client. Users can still use the PRT to gather the logs from the hosted virtual desktop. You can submit the logs to the Cisco Technical Assistance Center, along with the logs that you collected manually from the thin client.

        Create a Problem Report After a Client Error

        If Cisco Jabber or Cisco UC Integration™ for Microsoft Lync encounters a problem and must close, the problem-reporting tool starts automatically.

        Procedure
          Step 1   In the Client Error dialog box, choose a problem type.
          Step 2   Enter a short description of the problem, and then click Save Report.
          Note   

          If your system administrator set up the feature, you can click Send Report to upload the problem report to a server. You do not need to save the file locally with this feature.

          Step 3   In the Save As dialog box, choose the location to which you want to save the problem report, and then click Save.
          Step 4   Send the file to your system administrator.

          Create a Problem Report from the Help Menu

          If you experience an issue with Cisco Jabber or Cisco UC Integration™ for Microsoft Lync, you can manually create a problem report from the Help menu.

          Procedure
            Step 1   Select Help > Report a problem.
            Step 2   Select a problem area, and then click Next.
            Step 3   Enter a short description of the problem, and then click Next.
            Step 4   (Optional) To include a memory dump file, check the Include memory dump check box, and then click Attach File.

            Include a memory dump if Cisco Jabber, Cisco UC Integration™ for Microsoft Lync, or Device Selector crashes.

            Step 5   In the Open dialog box, select the memory dump file, and then click Open.
            Step 6   Click Save Report.
            Note   

            If your system administrator set up the feature, you can click Send Report to upload the problem report to a server. You do not need to save the file locally with this feature.

            Step 7   In the Save As dialog box, choose the location to which you want to save the problem report.
            Step 8   Send the file to your system administrator.

            Create a Problem Report from the Windows Start Menu

            If you cannot sign in to Cisco Jabber or Cisco UC Integration™ for Microsoft Lync, you can create a problem report from the Microsoft Windows Start menu on the hosted virtual desktop. Only use this procedure if you cannot sign in to Cisco Jabber or Cisco UC Integration™ for Microsoft Lync because the problem report does not include the logs from the thin client.

            Procedure
              Step 1   Select Start > All Programs > Cisco Systems, Inc > Report a problem.

              For Cisco UC Integration™ for Microsoft Lync, select Start > All Programs > Cisco Systems, Inc > Report a problem.

              Step 2   Select a problem area, and then click Next.
              Step 3   Enter a short description of the problem, and then click Next.
              Step 4   (Optional) To include a memory dump file, check the Include memory dump check box, and then click Attach File.

              Include a memory dump if Cisco Jabber, Cisco UC Integration™ for Microsoft Lync, or Device Selector crashes.

              Step 5   In the Open dialog box, select the memory dump file, and then click Open.
              Step 6   Click Save Report.
              Note   

              If your system administrator set up the feature, you can click Send Report to upload the problem report to a server. You do not need to save the file locally with this feature.

              Step 7   In the Save As dialog box, choose the location to which you want to save the problem report.
              Step 8   Send the file to your system administrator.