Troubleshooting

Troubleshooting
Troubleshooting
• Verify the Platform Base Image Version, page 1
• Verify the Installation of Cisco VXME, page 1
• Confirm the Version of Cisco Virtualization Experience Media Engine, page 2
• Ensure That VXC Is Running on the Thin Client, page 2
• Ensure That the Credentials Are Passed down the Virtual Channel, page 3
• Lost Call Control After Network Failure, page 3
• Call Is Lost After HVD Disconnection, page 3
• Log Files and Core Dumps, page 4
• Problem Reporting Tool, page 6
• Gather Logs Manually, page 8
Verify the Platform Base Image Version
You can open System Information to verify the build version.
Procedure
Step 1
Step 2
Step 3
In the notification area of the taskbar, click the System Information icon.
Click the Identity tab.
In the System section, look for the Build line.
Verify the Installation of Cisco VXME
You can use System Information to verify that Cisco Virtualization Experience Media Engine is installed,
and to verify the versions of the add-ons.
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Troubleshooting
Confirm the Version of Cisco Virtualization Experience Media Engine
Procedure
Step 1
Step 2
Step 3
Click the System Information icon in the notification area of the taskbar.
Select the Packages tab.
Scroll down the alphabetical list and look for vxme.
The add-on versions appear in the Versions column.
Confirm the Version of Cisco Virtualization Experience Media
Engine
Note
By default, SSH is disabled. For information about how to enable SSH, see the administration guide for
your thin client.
Procedure
Step 1
Step 2
Use SSH to connect to the thin client.
Enter the following command: rpm -qa | grep vxme .
You can also use the versionInfo command.
Ensure That VXC Is Running on the Thin Client
The vxc process is part of Cisco Virtualization Experience Media Engine (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
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Troubleshooting
Ensure That the Credentials Are Passed down the Virtual Channel
thinuser 6547 6538 8 Mar14 ? 13:02:16 vxc -m
admin 31576 31303 0 11:05 pts/0 00:00:00 grep -r vxc
admin@LWT44d3ca76ba19:~>
Ensure That the Credentials Are Passed down the Virtual
Channel
Procedure
Step 1
Step 2
Use Secure Shell (SSH) to connect to the thin client.
Turn off logging to remove the vxc_logs files.
vxc_run.sh -l off
Step 3
Turn logging back on and restart the thin client.
vxc_run.sh -l on
Step 4
Step 5
Step 6
Step 7
Log in to the HVD and sign in to Cisco Jabber.
Run the PRT and send the report to the PRT server.
Download the report from the PRT server and extract the logs.
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.
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Troubleshooting
Log Files and Core Dumps
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).
Log Files and Core Dumps
The default logging level is debug. You can use a script to disable and enable logging, for troubleshooting
purposes. You can also enable core dumping. You must have administrator privileges to run the script, and
log on to the thin client over SSH.
For information about how to enable or disable SSH, see the administration guide for the thin client.
For information about how to change the administrator or root password on the thin client, see the documentation
for the thin client.
The following table lists and describes the options for the script. The script accepts two options (one for
logging and one for core dumping).
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Log Files and Core Dumps
Table 1: Logging Operations
Option
Description
-l on
Turn on logging for the thin client. This option creates the ciscolog.conf
and writes logs to the /var/log/cisco folder. The script also restarts the
thin client so the change takes effect immediately.
The log file is /var/log/cisco/vxc.log.
The log file for the Virtual Channel is: /var/log/cisco/VirtualChannel.log.
-l off
Turn off logging for the thin client. This option deletes the /var/log/cisco
folder and the ciscolog.conf file.
You cannot run the script to turn off logging from within the
/var/log/cisco folder.
The script also restarts the thin client so that the change takes effect
immediately.
Note
-c on
Turn on core dumping. This option adds a configuration line to
/etc/security/limits.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 filename
format is: core_PROCESSNAME_TIMESTAMP.
The system generates core files when a process crashes.
The /tmp folder may contain multiple core files. The time stamp in the
filename helps 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
-h
If you turn off core dumping, the script deletes all core
dumps from the /tmp folder.
Display the usage help.
Script Example 1
vxc_run.sh –l off -c on
In this example, the script turns off logging and turns on core dumping.
Script Example 2
vxc_run.sh –l on
In this example, the script turns on logging.
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Troubleshooting
Problem Reporting Tool
Problem Reporting Tool
The Problem Reporting Tool (PRT) is a small program, which automatically runs if Cisco Jabber or Cisco
UC Integration™ for Microsoft Lync encounters an unrecoverable error, or unhandled exception. 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.
If a user experiences an error that does not crash the software, the user can run the PRT from the client Help
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.
Users can generate a problem report from the Windows Start menu if Cisco UC Integration™ for Microsoft
Lync is not running. To access the tool from outside the application, choose Start > All Programs > Cisco
Systems, Inc > Report a problem.
Advise users to include a memory dump with the problem report if their Cisco Unified Communications
application 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.
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.
In the Save As dialog box, choose the location to which you want to save the problem report, and then click
Save.
Send the file to your system administrator.
Step 3
Step 4
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.
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Create a Problem Report from the Windows Start Menu
Procedure
Step 1
Step 2
Step 3
Step 4
Select Help > Report a problem.
Select a problem area, and then click Next.
Enter a short description of the problem, and then click Next.
(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
Step 3
Step 4
Select a problem area, and then click Next.
Step 5
In the Open dialog box, select the memory dump file, and then click Open.
Step 6
Step 7
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.
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.
Enter a short description of the problem, and then click Next.
(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.
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Gather Logs Manually
Gather Logs Manually
If the virtual channel goes down, the Problem Reporting Tool (PRT) cannot gather the Virtualization Experience
Media Engine logs from the thin client. You can use Dell Wyse Device Manager (WDM) to gather the logs.
Before You Begin
You must have an FTP server set up, if you want to use FTP.
Procedure
Step 1
Step 2
In WDM, right-click on the thin client and select Execute Command.
In the Execute dialog box, enter the following command.
/usr/bin/collect-files
This step collects the logs and creates a compressed package.
Step 3
Send the file to the FTP server, by entering the following command.
Where 1.1.1.1 is the IP address of the FTP server:
/usr/bin/curl -T /root/VXC*.tar.gz ftp://1.1.1.1
Step 4
Remove the .tar.gz file, by entering the following command.
/bin/rm /root/vxc*.tar.gz
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