Deployment Guide for Cisco Voice and Video Firmware 8.6 for Cisco Virtualization Experience Client 6215
Troubleshooting

Troubleshooting

For the latest information about troubleshooting and issues, see http://www.cisco.com/en/US/products/ps11976/prod_release_notes_list.html

Cisco HVD Agent

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.


Log files and core dumps

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.

The following table lists and describes the options for the script. The script accepts two options (one for logging and one for core dumping).

Table 1 Logging operations
Option Description
-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.

-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.

Note   

You cannot run the script to turn off logging from within the /var/log/cisco directory.

The script also restarts Cisco Virtualization Client so that the change takes effect immediately.

-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.

-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.

Important:

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.

-h

Display the usage help.

Script example 1

vxcc -l off -c on

In this example, the script turns off logging and turns on core dumping.

Script example 2

vxcc -l on

In this example, the script turns on logging.

No audio or video on the Cisco Virtualization Experience Client

Problem    The audio and video for a Virtualization Experience Client user appears on their Cisco Unified IP Phone or Cisco Cius tablet and not on the Virtualization Experience Client device.
Possible Cause    The user does not have a VXC device assigned on the Cisco Unified Communications Manager.
Solution    On the Cisco Unified Communications Manager, create a new VXC device for the user and then assign the device to the user.

Registration failure

Problem    After you move a user from one Cisco Unified Communications Manager to another, the user cannot successfully register with the new Cisco Unified Communications Manager.
Possible Cause    This issue occurs because the client tries to register with the certificate for the original Cisco Unified Communications Manager.
Solution    To resolve this issue, delete or rename the vxcc.bin file, and then have the user restart Cisco UC Integration for Microsoft Lync or Cisco Unified Personal Communicator. The vxcc.bin file is in the following directory on the hosted virtual desktop (HVD):

<USER>\AppData\Local\Cisco\Unified Communications\Virtualization\


Note


The AppData folder is hidden; you must set Windows Explorer to view hidden files.


User cannot resume a held call

Problem    A Cisco Virtualization Experience Client user with a shared line cannot use Cisco UC Integration for Microsoft Lync or Cisco Unified Personal Communicator to resume a held call.
Possible Cause    The user placed the call on hold from a Cisco Unified IP Phone.

Scenario 1:

The call started on Cisco UC Integration for Microsoft Lync or Cisco Unified Personal Communicator.

  1. User 1 (shared line: Cisco Virtualization Experience Client and Cisco Unified IP Phone) calls User 2 from Cisco UC Integration for Microsoft Lync or Cisco Unified Personal Communicator.
  2. User 2 answers the call.
  3. User 1 places the call on hold in Cisco UC Integration for Microsoft Lync or Cisco Unified Personal Communicator and resumes the call on the Cisco Unified IP Phone.
  4. User 1 places the call on hold on the Cisco Unified IP Phone and cannot resume the call again with Cisco UC Integration for Microsoft Lync or Cisco Unified Personal Communicator.

Scenario 2:

The call started on the Cisco Unified IP Phone.

  1. User 1 calls User 2 (shared line: Cisco Virtualization Experience Client and Cisco Unified IP Phone).
  2. User 2 answers the call on the Cisco Unified IP Phone.
  3. User 2 places the call on hold on the Cisco Unified IP Phone.
  4. User 2 cannot resume the call from Cisco UC Integration for Microsoft Lync or Cisco Unified Personal Communicator.
Solution    This behavior is expected. The user can use the Cisco Unified IP Phone to resume and complete the call.