Troubleshooting

Troubleshooting
Troubleshooting
• Verify the Platform Base Image Version, page 1
• Verify That Cisco VXME Client is Installed, page 1
• Verify That Cisco VXME Agent Is Installed, page 2
• Ensure That VXC Is Running on the Thin Client, page 2
• Call Control Is Lost After a Network Failure, page 3
• Call Is Lost After HVD Disconnection, page 3
• Problem Reporting Tool, page 3
Verify the Platform Base Image Version
Procedure
Step 1
Step 2
Step 3
On the Start menu, select Control Panel.
Select the Setup tab.
Select the General tab and look for the OS line.
Verify That Cisco VXME Client is Installed
Use this procedure to verify that VXME Client is install, and to confirm the VXME Client version.
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Troubleshooting
Verify That Cisco VXME Agent Is Installed
Procedure
Step 1
Step 2
Step 3
Step 4
On the Start menu, select Control Panel.
Select the Setup tab.
Select the General tab.
Scroll down the list of packages and look for cisco_vxme_client (or another add-on).
The add-on versions appear in the same line.
Verify That Cisco VXME Agent Is Installed
You can use the Windows Control Panel to verify that Cisco VXME Agent is installed. You can also verify
the version.
Procedure
Step 1
Step 2
From Control Panel, open Programs and Features (Windows 7) or Programs (Windows 8).
Scroll through the list of installed programs to locate Cisco VXME Agent.
The Cisco VXME Agent version appears in the Versions column.
Ensure That VXC Is Running on the Thin Client
The vxc process is part of Cisco Virtualization Experience Media Edition (VXME) and it must be running
for VXME to function.
Procedure
Step 1
Step 2
Use Secure Shell (SSH) to connect to the thin client.
Search the running programs for vxc.
ps -ef | grep -r vxc
You should see the following lines:
admin@LWT44d3ca76ba19:~> ps -ef |grep -r vxc
thinuser 6536 1 0 Mar14 ? 00:07:43 /bin/bash /usr/bin/pidrun.sh -c run_vxc.sh -a -m -o
/var/log/cisco/vxcConsole.log -e /var/log/cisco/vxcError.log
thinuser 6538 6536 0 Mar14 ? 00:00:00 /bin/bash /usr/bin/run_vxc.sh -m
thinuser 6547 6538 8 Mar14 ? 13:02:16 vxc -m
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Troubleshooting
Call Control Is Lost After a Network Failure
admin 31576 31303 0 11:05 pts/0 00:00:00 grep -r vxc
admin@LWT44d3ca76ba19:~>
Call Control Is Lost After a Network Failure
Users see a prompt to reconnect to their hosted virtual desktops (HVDs). After the users reconnect, Cisco
Jabber call control features do not work.
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 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 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.
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.
Users can generate a problem report from the Windows Start menu if Cisco Jabber is not running. To access
the tool from outside the application, choose Start > All Programs > Cisco Jabber > Cisco Jabber Problem
Report.
Advise users to include a memory dump with the problem report if Cisco Jabber crashes.
Note
Users must accept the privacy agreement to run the PRT.
We recommend that users provide a description of the circumstances that lead up to the error. For more detailed
information about how to run the PRT, see the Troubleshooting section in the applicable user guide.
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Troubleshooting
Problem Reporting Tool
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