User Guide for Cisco Unified Personal Communicator for Windows, Release 7.0 - Troubleshooting Cisco Unified Personal Communicator [Cisco Unified Personal Communicator]

Table Of Contents

Troubleshooting Cisco Unified Personal Communicator

Install Errors

How to Solve Problems Logging In and Starting Up

Error: Login Failed

Application Freezes At Login

Application Starts Slowly

Desk Phone Device Unavailable

How to Solve Phone Mode Problems

Cannot Make Phone Active

Desired Desk Phone Not Listed

How to Solve Console Problems

Console Does Not Fit Screen

Menu Item, Button, Or Option Disabled

Columns Too Narrow

Console Pane Resize Problems

How to Solve Availability Status Problems

Incorrect or No Availability Status

Phone Rings When Availability Status Is Do Not Disturb

External Contacts Viewing My Availability Status

How to Solve Call Initiation Problems

Button and Menu Item Are Disabled

Calling From Outlook: Security Warning Appears

Double Digits Do Not Always Dial

How to Solve Incoming Call Problems

No Notification of Incoming Calls

Phone Does Not Ring

How to Solve Call Problems

Keypad Problems

No Sound, Or the Volume Is Too Low

Advanced Speaker Sound Settings for Windows XP

One Way Audio Or Poor Audio Quality

Advanced Microphone Sound Settings for Windows XP

Audio Too Loud

Controls in Conversation Window Unavailable

Merge Function Disabled

Error When Undocking a Laptop Computer

How to Solve Camera or Video Problems

Setup Process Runs Unnecessarily

Unexpected Camera Driver Prompt

Video Options Disabled

No Camera or No Local Image

No Video Preview

No Video on Call

No Remote Video Image

Slow, Low Quality, Or No Video

Missing Video on Tandberg Video Phone

Local Image in Both Windows

How to Solve Problems with Web Conferencing

Web Conferencing Login Request

Web Conferencing Unavailable

Wrong Web Conferencing Language

Web Conferencing Missing

How to Solve Instant Messaging Problems

Instant Messaging Button Disabled

Instant Message Not Received

Instant Messaging Error Message

Single Window Per User

No Content in the Instant Message Window

How to Solve Recent Communications Pane Problems

Known Calls Missing

Name Not Listed

How to Solve Voice Mail Problems

How to Solve Search Problems

Incorrect Search Results

Post-Search Application Freeze

Online Help Unavailable

How to Get Information for Your Administrator

Checking Call Statistics

Checking Server Status

Capturing Log Files

Enabling Detailed Logging

Troubleshooting Cisco Unified Personal Communicator

•Install Errors

•How to Solve Problems Logging In and Starting Up

•How to Solve Phone Mode Problems

•How to Solve Console Problems

•How to Solve Availability Status Problems

•How to Solve Call Initiation Problems

•How to Solve Incoming Call Problems

•How to Solve Call Problems

•How to Solve Camera or Video Problems

•How to Solve Problems with Web Conferencing

•How to Solve Instant Messaging Problems

•How to Solve Recent Communications Pane Problems

•How to Solve Voice Mail Problems

•How to Solve Search Problems

•Online Help Unavailable

•How to Get Information for Your Administrator

Install Errors

Problem   When I try to install, I get an error.

Solution   Make sure you have sufficient disk space.

Related Topic

Installing Cisco Unified Personal Communicator, page 1-2.

How to Solve Problems Logging In and Starting Up

•Error: Login Failed

•Application Freezes At Login

•Application Starts Slowly

•Desk Phone Device Unavailable

Error: Login Failed

Problem   Error on logging in: Login failed. Make sure your username and password are correct.

Solution

•Make sure you have entered your username, password, and login server information correctly.

•Make sure your password is correct and has not changed elsewhere on the system. To do so, visit the Cisco Unified Communications Manager User Options web page. If you do not know how to do this, contact your administrator.

Related Topics

•Logging In, page 1-5

•Where to Find More Documentation, page 1-15

Application Freezes At Login

Problem   When I try to log in, Cisco Unified Personal Communicator freezes. This issue may be intermittent.

Solution   Cisco Unified Personal Communicator is incompatible with the Citibank Virtual Account Number browser helper. Uninstalling that application is the only remedy.

Application Starts Slowly

Problem   Cisco Unified Personal Communicator starts up very slowly.

Solution   Erase all recent communications items that you have marked for deletion. This is especially important if you have many voice mail messages.

•Remove from your contact list all contacts that you no longer need. A shorter contact list will load more quickly.

Related Topics

•Working With the Recent Communications List, page 8-2

•Deleting Contacts From Your List, page 7-8

Desk Phone Device Unavailable

Problem   When I launch Cisco Unified Personal Communicator, I see a window that says "Desk Phone Device Unavailable."

Solution   The phone that you had previously associated with Cisco Unified Personal Communicator is not available.

•If you are not near a desk phone that you know you can use with Cisco Unified Personal Communicator, click Use Softphone.

•If you want to choose a different desk phone with Cisco Unified Personal Communicator, then click Select New Desk Phone.

Related Topics

•Choosing Softphone or Desk Phone Mode, page 1-10

How to Solve Phone Mode Problems

•Cannot Make Phone Active

•Desired Desk Phone Not Listed

Cannot Make Phone Active

Problem   When I choose a phone, the phone mode reverts to Disabled and I cannot make or receive calls.

Solution   Try the following:

•Choose the other phone option.

•If you are trying to choose your desk phone, make sure your computer is connected to the network to which your desk phone is connected.

Related Topics

•Desk Phone Device Unavailable

Desired Desk Phone Not Listed

Problem   I am trying to choose a desk phone other than the one on my desk, but the phone I want is not listed.

Solution   Log in to the Extension Mobility (EM) services on the phone first. For information, see the documentation for your phone.

•Not all phones are set up for you to use; if the phone you want to choose is not available to you, contact your system administrator.

Related Topics

•Where to Find More Documentation, page 1-15

How to Solve Console Problems

•Console Does Not Fit Screen

•Menu Item, Button, Or Option Disabled

•Columns Too Narrow

•Console Pane Resize Problems

Console Does Not Fit Screen

Problem   The console is too big; it does not fit on my screen.

Solution   The minimum recommended screen resolution is 1024x768.

To change your screen resolution:

Windows XP: Choose Start > Control Panel > Display.

For more information, see the Help for your operating system.

Menu Item, Button, Or Option Disabled

Problem   The menu item, button, or other option that I want to use is dimmed.

Solution   Possible solutions include:

•You may need to click a contact or communication first, then click the button.

•The option may not be available for the contact or communication that you have currently selected. For example, you cannot send instant messages to a phone number item in the Recent communications list.

•The option may not apply in the current situation. For example, "Mark Unread" is not available if you have selected an item that is already marked Unread.

Related Topics

•How to Solve Call Initiation Problems

Columns Too Narrow

Problem   Columns in the console are too narrow to display all of the information.

Solution   Try the following:

•Hover your mouse pointer over an item in a list to view more information.

•Resize the columns.

•Drag an edge of the console to make the entire console larger.

Related Topics

•Working With the Recent Communications List, page 8-2

Console Pane Resize Problems

Problem   I cannot resize the panes in the console.

Solution   Make the console longer by dragging its bottom edge, then resize the panes. You cannot resize panes if the console is at its minimum size.

How to Solve Availability Status Problems

•Incorrect or No Availability Status

•Phone Rings When Availability Status Is Do Not Disturb

•External Contacts Viewing My Availability Status

Incorrect or No Availability Status

Problem   Availability status indicators are not appearing correctly to me or to other people.

Solution   At your company, not all people in the company directory may be set up to show availability status.

•Check your Block List.

•If you have changed your Privacy settings in the Cisco Unified Presence User Options web pages, check those settings.

Make sure you have not modified your default availability status settings or created any user-defined policies that could be causing you or others not to see your status as you expect it to appear. The easiest solution may be to restore your presence settings to the default in the Cisco Unified Presence User Options web pages.

•Contact your system administrator to be sure your firewall settings are correct. If necessary, see the online help or documentation for the firewall application you are using.

•Make sure you are still connected to the network and can use your other network-dependent applications, such as email.

•If the contact is at a company with which your administrator has enabled Cisco Unified Personal Communicator to exchange availability status, and the contact always is displayed as "Offline," you may have entered the User ID incorrectly. Verify the User ID, create a new contact with the correct information, then delete the original contact card.

Related Topics

•Where to Find More Documentation, page 1-15

•Blocking Contacts, page 2-10

•Adding External Contacts for Instant Messaging, page 7-4

Phone Rings When Availability Status Is Do Not Disturb

Problem   My availability status is set to Do Not Disturb, but my phone alerts me anyway.

Solution   Many factors affect the exact result of setting Do Not Disturb.

Related Topics

•Do Not Disturb Status, page 2-3

External Contacts Viewing My Availability Status

Problem   I want to see the list of employees at another company who can see my availability status. I checked my Outside Contacts list and no employees from that company are displayed.

Solution   If you have allowed all employees at a company or domain to automatically see your availability status, those employees are not displayed in your Outside Contacts list.

How to Solve Call Initiation Problems

•Button and Menu Item Are Disabled

•Calling From Outlook: Security Warning Appears

•Double Digits Do Not Always Dial

Button and Menu Item Are Disabled

Problem   I want to start an audio or video call or send an email, but the button and the menu item are dimmed.

Solution   Possible solutions include:

•You must first click the name of a contact or communication in the console.

•The required information for the contact you have selected is not available in the system or in the Recent communications entry. For example, the phone number or email address is missing.

Calling From Outlook: Security Warning Appears

Problem   I tried to make a call from the Cisco Unified Personal Communicator toolbar in Microsoft Outlook and I see a security warning asking me to make a choice. What do I do?

Solution   Choose Always allow. This situation occurs if you choose Help > Reset Security Warnings. Reset security warnings only if you are following instructions in another troubleshooting topic in this document.

Related Topics

•How to Solve Phone Mode Problems

Double Digits Do Not Always Dial

Problem   When I click numbers in the dial pad, sometimes they are not dialed.

Solution   When you click the same digit more than once, pause briefly between clicks.

How to Solve Incoming Call Problems

•No Notification of Incoming Calls

•Phone Does Not Ring

No Notification of Incoming Calls

Problem   A notification did not appear on my screen when someone called.

Solution   Notifications only operate when Cisco Unified Personal Communicator is running. Make sure you launch the application each time you turn on your computer.

Phone Does Not Ring

Problem   I did not hear a ringing sound when someone called me, though a notification appeared.

Solution   If you are using desk phone mode, only the desk phone rings. Check the ringer volume on that phone.

If you are using softphone mode:

•If you have chosen a headset as the ringer device in Preferences and the headset is plugged in, you may not hear the ringing unless you are wearing the headset.

•Make sure your Phone Mode is set to Softphone.

•Make sure you have set the ringer volume high enough in Preferences.

•Make sure your computer and associated sound devices are not muted or set to very low volume via methods other than Preferences. A list of places to check is included in the section on troubleshooting sound problems when using your softphone.

Related Topics

•Specifying Ringer Device and Volume, page 1-9

•No Sound, Or the Volume Is Too Low

How to Solve Call Problems

•Keypad Problems

•No Sound, Or the Volume Is Too Low

•One Way Audio Or Poor Audio Quality

•Audio Too Loud

•Controls in Conversation Window Unavailable

•Merge Function Disabled

•Error When Undocking a Laptop Computer

Keypad Problems

Problem   When I click numbers in the keypad in the conversation window, sometimes they do not register.

Solution   When you click the same digit more than once, pause briefly between clicks.

No Sound, Or the Volume Is Too Low

Problem   I am using my softphone on a call and I hear no sound. However, the conversation window indicates that I am connected.

Solution   Try the following:

•Make sure your headset and camera are plugged securely into the USB ports.

•Look at the conversation window and make sure that the volume is not too low and that the conversation is not on hold.

•Make sure your Phone Mode is set to Softphone.

•Make sure your computer is not muted or set to very low volume. To test this, see if you can hear other sounds that your computer normally makes, such as beeps when you press an incorrect key, or sounds that signal that a message has arrived.

Your computer may have both a physical key or button on the keyboard and a control onscreen, for example a megaphone icon in the system tray or a Control Panel for Sound. You may need to set these separately.

•If your headset or other audio device has a button to mute or attenuate incoming sound, make sure the button is not activated.

•Make sure any volume wheel or slider on your headset or other audio device is not set at a very low volume.

•Make sure you have correctly specified the speaker device to use with Cisco Unified Personal Communicator.

•Try another headset or speaker device, if one is available.

•Try the speakers that are built into your computer, if available.

•Check the advanced sound settings for your operating system.

•If you are connecting through virtual private network (VPN): In the VPN application window, click the Options menu. The Stateful Firewall option should NOT have a check mark beside it. If it does, select Stateful Firewall to remove the check mark.

Related Topics

•Specifying Your Audio and Video Devices, page 1-9

•Advanced Speaker Sound Settings for Windows XP

Advanced Speaker Sound Settings for Windows XP

Problem   I am using my softphone on a call and I hear no sound. However, the conversation window indicates that I am connected.

Solution   Try the following procedure.

This procedure may affect other applications that use sound.

Step 1 Make sure the speaker device or headset that you will use with Cisco Unified Personal Communicator is plugged in.

Step 2 Choose Start > All Programs > Accessories > Entertainment > Volume Control.

Step 3 Choose Options > Properties.

Step 4 Choose, for Mixer Device, the speaker or headset you will use with Cisco Unified Personal Communicator.

Step 5 Click Playback.

Step 6 Check the Volume Control and Wave boxes. Uncheck the other boxes.

Step 7 Click OK.

Step 8 Make sure Mute is not checked for either item.

Step 9 Make sure neither volume slider is set very low.

Step 10 Close the Speaker window.

Step 11 If necessary, repeat this procedure, but in Step 5, check all of the check boxes. The list of items is different for every device. Make sure none of the items is muted or set to very low volume. Exception: If you are not using a headset, you should mute your microphone (sometimes called "Capture") in the Playback settings to avoid feedback noise.

Related Topics

•No Sound, Or the Volume Is Too Low

One Way Audio Or Poor Audio Quality

Problem   Other participants cannot hear me, or the audio quality is poor.

Solution   Try the following:

•Look at the conversation window and make sure that your audio is not muted.

•If you are trying to use your softphone, make sure your Phone Mode is set to Softphone.

•If you have a headset, use it instead of the microphone that is built into your computer.

•Make sure any Mute button on your headset or microphone is not activated.

•Make sure the microphone is close to your mouth. Experiment to find the ideal distance.

•Make sure your headset and camera are plugged securely into the USB ports.

•Make sure your microphone is correctly identified in Cisco Unified Personal Communicator preferences.

•If you are using your softphone with both a camera and a headset, make sure you have specified the headset, not the camera, as the speaker device in Preferences.

•Check the advanced microphone sound settings for your operating system.

Related Topics

•Specifying Your Audio and Video Devices, page 1-9

•Changing the Volume of a Softphone Call, page 3-10

•Advanced Microphone Sound Settings for Windows XP

Advanced Microphone Sound Settings for Windows XP

Problem   Other participants cannot hear me, or the audio quality is poor. I am using the softphone.

Solution   Try the following:

This setting remains until you change it or disconnect the device.

This procedure may affect other applications that use sound.

Step 1 Make sure the headset or microphone you will use with Cisco Unified Personal Communicator is plugged in.

Step 2 Choose Start > All Programs > Accessories > Entertainment > Volume Control.

Step 3 Choose Options > Properties.

Step 4 Choose, for Mixer Device, the headset or microphone that you use with Cisco Unified Personal Communicator.

Step 5 Click Recording, then make sure the Microphone box is checked.

Some devices do not include a Microphone check box. For example, one device uses "Capture" instead. You may need to experiment to see what your device calls this.

Step 6 Click OK.

Step 7 Make sure the Select Microphone (or equivalent) box is checked, and that the device is not muted or set to very low volume.

The specific options you see are different for each device.

Step 8 Click Advanced in the Microphone section.

Step 9 Check MIC Boost.

Step 10 Click Close.

Step 11 Close the window.

Related Topics

•One Way Audio Or Poor Audio Quality

Audio Too Loud

Problem   Others say my audio is too loud. I am using the softphone.

Solution

•Move the microphone away from your mouth.

•Reduce the microphone volume in the Windows Volume Control panel.

•Uncheck MIC Boost in the Advanced settings in the Windows Volume Control panel.

Related Topics

•Advanced Microphone Sound Settings for Windows XP

Controls in Conversation Window Unavailable

Problem   The buttons and controls in my conversation window are dimmed or missing.

Solution   The call may be on hold.

•If the phone mode is set to Desk Phone, you must mute your phone or change the volume using the controls on the desk phone.

•You must be set up for video if you want to use video.

Related Topics

•Putting Conversations on Hold and Retrieving Them, page 3-9

•Viewing Video, page 4-2

Merge Function Disabled

Problem   I am trying to merge two calls but the Merge button is dimmed.

Solution   Note the following:

•You cannot merge two conference calls. At least one call must have only one participant besides yourself.

•Make sure one of the calls is not on hold. The merge button is active in the active call window. If a conversation is on hold, the merge button is dimmed.

Related Topics

•Merging Calls, page 3-12

Error When Undocking a Laptop Computer

Problem   I am getting an error message when I try to undock my computer.

Solution   You may have a voice mail window open or you are currently in a softphone call. You must close all voice mail windows and end any softphone calls before your computer can be safely undocked.

How to Solve Camera or Video Problems

•Setup Process Runs Unnecessarily

•Unexpected Camera Driver Prompt

•Video Options Disabled

•No Camera or No Local Image

•No Video Preview

•No Video on Call

•No Remote Video Image

•Slow, Low Quality, Or No Video

•Missing Video on Tandberg Video Phone

•Local Image in Both Windows

Setup Process Runs Unnecessarily

Problem   I already set up the camera driver. Why is the setup process happening again when I plug in my camera?

Solution   If you have more than one USB port or you are plugging the camera into a hub instead of directly into your computer, the setup process may run each time you plug the camera into a port that you have not yet used.

Unexpected Camera Driver Prompt

Problem   I am trying to use my camera and I see a window asking me to choose a driver.

Solution   Unplug the camera and install the camera software, then plug in the camera.

Related Topics

•Installing and Setting Up Your Cisco Video Camera, page 1-3

Video Options Disabled

Problem   The options to start a video conversation, add video to my conversation, answer a call with video, or view my own video image are dimmed.

Solution

•Make sure your camera is plugged in. After you plug it in, you may need to relaunch Cisco Unified Personal Communicator.

•You can use video only if the phone mode is set to softphone. You will need to end any current conversation and start a new one with the softphone.

Related Topics

•Choosing Softphone or Desk Phone Mode, page 1-10

•No Camera or No Local Image

No Camera or No Local Image

Problem   The computer does not properly recognize the camera, or I cannot see my own video image.

Solution   Try the following:

•Make sure you meet the criteria in Viewing Video, page 4-2.

•Unplug the camera and plug it in again.

•Plug the camera into a different USB port.

•Make sure your camera is selected in Audio/Video Preferences.

•Exit Cisco Unified Personal Communicator if it is running, then relaunch it.

•See if you can use your camera with other applications. If not, see the troubleshooting information that came with the camera.

Related Topics

•Specifying Your Audio and Video Devices, page 1-9

No Video Preview

Problem   My video preview does not work and I cannot initiate or receive calls. The application appears to freeze.

Solution   Plug your camera directly into the USB port on your computer, or try a USB 2.0 hub. Your camera may not be compatible with USB version 1.1 hubs or hubs without power adaptors.

No Video on Call

Problem   I made a call with video, or I answered a call with video, but the call is audio-only.

Solution   Calls are only connected with video when they are initiated and answered with video. You can add video to an audio-only call after it is connected.

Related Topics

•Viewing Video, page 4-2

No Remote Video Image

Problem   I answered a call with video, or I added video to a conversation, but the video image of the other person does not appear.

Solution   The other person may not have a video camera, or may have declined to add video to the conversation.

Related Topics

•Local Image in Both Windows

Slow, Low Quality, Or No Video

Problem   Video is slow or of poor quality, or does not appear.

Solution   Try the following:

•If your computer is running on battery power, plug in the AC adaptor.

•Make sure detailed logging is not activated unnecessarily.

•If you are accessing the network remotely over a slow connection, it may be best to use audio only.

•Make sure you are using the most current drivers for your video card. Check the web site of your video card manufacturer or contact your system administrator.

Related Topics

•Enabling Detailed Logging

•Application Freezes At Login

Missing Video on Tandberg Video Phone

Problem   I am unable to add video to an audio call. My conversation partner is using a Tandberg video phone.

Solution   Initiate the call as a video call, or have the user of the Tandberg phone initiate the call. This is standard behavior for the Tandberg phone.

Local Image in Both Windows

Problem   I added video to a conference call, but I see only my own image twice.

Solution   Each participant must add video to the conference call. After another participant adds video, you will see the image of that person.

How to Solve Problems with Web Conferencing

•Web Conferencing Login Request

•Web Conferencing Unavailable

•Wrong Web Conferencing Language

•Web Conferencing Missing

•How to Solve Instant Messaging Problems

Web Conferencing Login Request

Problem   When I add web conferencing, I see a request for my username and password. Which set of login credentials should I use?

Solution   Enter your web conferencing username and password. This could be Cisco Unified MeetingPlace, Cisco Unified MeetingPlace Express, or
Cisco WebEx.

If you have questions, ask your system administrator which web conferencing application you are accessing.

Web Conferencing Unavailable

Problem   I cannot add web conferencing. Or, when I click the button to start a web conference, I see an error message.

Solution   Possible solutions include:

•You may not have correctly specified your web conferencing account information. If you do not know your username and password, contact your system administrator.

•Try logging in to your web conferencing application directly. If you can log in successfully, enter the same username and password in the Account Preferences for web conferencing in Cisco Unified Personal Communicator.

•If you are using Cisco Unified MeetingPlace or Cisco Unified MeetingPlace Express you may need to have a profile (account). Contact your system administrator.

Related Topics

•Setting Up Web Conferencing, page 1-6

Wrong Web Conferencing Language

Problem   The web conference does not use my language.

Solution   The web conferencing feature is available in a different set of languages than are available in the rest of the Cisco Unified Personal Communicator application. If your language is not available, English displays.

Web Conferencing Missing

Note This section deals primarily with problems you may encounter in the Cisco Unified MeetingPlace web meeting room. If you are using the Cisco WebEx integration, use the help available from within the Cisco WebEx web meeting room or from WebEx.com to find information regarding various Cisco WebEx features and functions.

Problem   Some participants in the conversation do not see the web conferencing window.

Solution   Possible solutions include:

•Participants who are not using Cisco Unified Personal Communicator do not automatically see the web conferencing window. You can invite users who are not using Cisco Unified Personal Communicator using the Invite participants feature.

•The Cisco MeetingPlace or Cisco Unified MeetingPlace Express system may not be set up to accommodate enough participants. Contact your system administrator.

Related Topics

•Adding Web Conferencing and Web Participants to Conversations, page 5-2

How to Solve Instant Messaging Problems

•Instant Messaging Button Disabled

•Instant Message Not Received

•Instant Messaging Error Message

•Single Window Per User

•No Content in the Instant Message Window

Instant Messaging Button Disabled

Problem   The button to send an instant message is dimmed.

Solution

•First, select a person in a list.

•Make sure you have selected only one name.

•You cannot send instant messages to people whose availability status is Offline.

•You can send instant messages only to people in your company who are set up to use Cisco Unified Personal Communicator or IP Phone Messenger. This group may not include all of the people in your corporate directory.

•You cannot send instant messages to people in your contact list who do not display an availability status icon.

Related Topics

•Where to Find More Documentation, page 1-15

Instant Message Not Received

Problem   I sent an instant message with no error, but the recipient never received it, or someone sent me a message that I did not receive.

Solution   If the recipient was not logged in to Cisco Unified Personal Communicator when the sender sent the message, and the recipient is set up to use IP Phone Messaging (IPPM), the message may have gone to that destination instead of Cisco Unified Personal Communicator. To view the message, see the documentation for IPPM.

Related Topics

•Where to Find More Documentation, page 1-15

•Instant Messaging Error Message

Instant Messaging Error Message

Problem   When I try to send a message, I see a notice:

•"[Person] did not receive your message because the message could not be sent."

•"[Person] is offline and cannot receive messages."

•Your message to [person] could not be sent.

Solution   If you see this message, we recommend that you try again later or use another method to contact this person. You will also see an error if you try to send instant messages to people listed in the Recent communications or search results panes who are offline or not enabled for Cisco Unified Personal Communicator.

Related Topics

•Instant Message Not Received

Single Window Per User

Problem   A new message is displayed in the same window as old messages.

Solution   You can have only a single messaging window open with a particular user of Cisco Unified Personal Communicator at any time.

No Content in the Instant Message Window

Problem   My instant message window is open, but there is no content shown when I send or receive an instant message:

Solution   Your version of Microsoft Internet Explorer is not functioning correctly. Its configuration could be corrupted by a virus or other malware. You must repair Internet Explorer. Possible solutions include:

•Perform virus, spyware and adware scans.

•Perform a Windows update to ensure the operating system is up to date.

•Restore Internet Explorer to its default configuration. Access these settings from Tools > Internet Options. Click the Programs tab. Click Reset Web Settings.

•Reinstall Microsoft Internet Explorer

How to Solve Recent Communications Pane Problems

•Known Calls Missing

•Name Not Listed

Known Calls Missing

Problem   Recent communications does not list calls that I know occurred.

Solution   Calls that you make and receive while Cisco Unified Personal Communicator is not running do not appear in Recent communications. Calls you make using your desk phone while Cisco Unified Personal Communicator is running in softphone mode also do not appear in the list.

Name Not Listed

Problem   A person in my company has called me, but the Recent communications pane shows the phone number of the person, not the name.

Solution   The person may have called from a number that the system does not recognize (for example, a home phone), or the corporate directory may be out of date.

How to Solve Voice Mail Problems

Problem   Voice mail downloads slowly.

Solution   If you have many old voicemail messages that you have not yet permanently deleted, purge these items from the recent communications list.

Related Topics

•Working With the Recent Communications List, page 8-2

How to Solve Search Problems

•Incorrect Search Results

•Post-Search Application Freeze

Incorrect Search Results

Problem   Search seems to find incorrect results.

Solution   The system searches several different attributes, and depending on how the administrator has configured these attributes, can include results that you might not expect.

Post-Search Application Freeze

Problem   The application appears to be unresponsive after performing a Search operation.

Solution   Wait a few moments while the system completes the Search operation.

Online Help Unavailable

Problem   I cannot view the online help.

Solution   You must allow active content. For example, in Internet Explorer 6, you must click the Information Bar near the top of your browser window and choose Allow Blocked Content.

•Your administrator may have given you a copy of the PDF version of the User Guide for this product.

•The most current version of the documentation is also available as a PDF on the Cisco web site.

Related Topics

•Where to Find More Documentation, page 1-15

How to Get Information for Your Administrator

If you experience problems, your system administrator may ask you to do one or more of the following:

•Checking Call Statistics

•Checking Server Status

•Capturing Log Files

•Enabling Detailed Logging

Checking Call Statistics

Problem   I am having problems during a call. My administrator is troubleshooting and has asked me for call statistics.

Solution   Call statistics are available for the current call.

Step 1 Make sure the conversation window of the problem call is the active window.

Step 2 Make sure that the call is not on hold.

Step 3 Choose Help > Show Call Statistics from the menu bar of the active conversation window.

Step 4 Click Audio Statistics or Video Statistics.

Checking Server Status

Problem   I am having problems with Cisco Unified Personal Communicator. My administrator is troubleshooting and has asked me to view the server status.

Solution

Step 1 Choose Help > Show Server Health from the menu bar at the top of the console.

Step 2 Choose an option at the left on direction from your administrator.

Capturing Log Files

Problem   Cisco Unified Personal Communicator has frozen or is behaving strangely. My administrator is troubleshooting and has asked me for log files.

Solution   Use the Problem Reporting Tool to capture log files:

Disclaimer

The Problem Reporting Tool (PRT) will harvest logs from your computer that may include contact information, instant message content, phone numbers and other information that could be used to personally identify you or others. This information is required as part of the diagnostic process to determine the cause of the technical issue reported by you. The logs may be transferred across borders and stored temporarily as part of the diagnostic process. By using the PRT, you consent to provide the logs to Cisco in order to enable Cisco to troubleshoot any technical problems with Cisco Unified Personal Communicator.

Step 1 Look on your desktop for a.zip file with a name that starts with CUPC, followed by a string of numbers and letters.

If this file was not generated automatically, create it:

a. Perform one of the following actions:

–Choose Help > Create Problem Report.

–Choose Start > All Programs > Cisco Unified Personal Communicator > Create Problem Report.

b. Follow the instructions that you see. Before you click Finish, note the name of the file that has been created on your desktop.

Step 2 Create an email with the following information, especially if the system generated the problem report automatically:

•A description of the problem.

•An explanation of what you were doing at the time the problem occurred.

•Any other details that might have affected the situation.

Step 3 Email the generated file and accompanying information to your system administrator.

Related Topics

•Enabling Detailed Logging

Enabling Detailed Logging

Problem   I am experiencing problems using Cisco Unified Personal Communicator and my administrator has told me to enable detailed logging.

Solution   Choose Help > Enable Detailed Logging.

Use the same procedure to turn off detailed logging.

Your setting remains until you change it, even after you restart.

Detailed logging may impair performance, so you should turn it off as soon as you no longer need it.

	User Guide for Cisco Unified Personal Communicator for Windows, Release 7.0
	Troubleshooting Cisco Unified Personal Communicator
User Guide for Cisco Unified Personal Communicator for Windows, Release 7.0 Preparing To Use Cisco Unified Personal Communicator Availability Status and Privacy in Cisco Unified Personal Communicator Having Conversations Using Cisco Unified Personal Communicator Using Video With Cisco Unified Personal Communicator Using Web Conferencing With Cisco Unified Personal Communicator Sending Messages With Cisco Unified Personal Communicator Managing Contacts in Cisco Unified Personal Communicator Working With Recent Communications With Cisco Unified Personal Communicator Troubleshooting Cisco Unified Personal Communicator Glossary for Cisco Unified Personal Communicator	Download this chapter Troubleshooting Cisco Unified Personal Communicator Download the complete book User Guide for Cisco Unified Personal Communicator for Windows, Release 7.0 (PDF - 1 MB) Feedback Table Of Contents Troubleshooting Cisco Unified Personal Communicator Install Errors How to Solve Problems Logging In and Starting Up Error: Login Failed Application Freezes At Login Application Starts Slowly Desk Phone Device Unavailable How to Solve Phone Mode Problems Cannot Make Phone Active Desired Desk Phone Not Listed How to Solve Console Problems Console Does Not Fit Screen Menu Item, Button, Or Option Disabled Columns Too Narrow Console Pane Resize Problems How to Solve Availability Status Problems Incorrect or No Availability Status Phone Rings When Availability Status Is Do Not Disturb External Contacts Viewing My Availability Status How to Solve Call Initiation Problems Button and Menu Item Are Disabled Calling From Outlook: Security Warning Appears Double Digits Do Not Always Dial How to Solve Incoming Call Problems No Notification of Incoming Calls Phone Does Not Ring How to Solve Call Problems Keypad Problems No Sound, Or the Volume Is Too Low Advanced Speaker Sound Settings for Windows XP One Way Audio Or Poor Audio Quality Advanced Microphone Sound Settings for Windows XP Audio Too Loud Controls in Conversation Window Unavailable Merge Function Disabled Error When Undocking a Laptop Computer How to Solve Camera or Video Problems Setup Process Runs Unnecessarily Unexpected Camera Driver Prompt Video Options Disabled No Camera or No Local Image No Video Preview No Video on Call No Remote Video Image Slow, Low Quality, Or No Video Missing Video on Tandberg Video Phone Local Image in Both Windows How to Solve Problems with Web Conferencing Web Conferencing Login Request Web Conferencing Unavailable Wrong Web Conferencing Language Web Conferencing Missing How to Solve Instant Messaging Problems Instant Messaging Button Disabled Instant Message Not Received Instant Messaging Error Message Single Window Per User No Content in the Instant Message Window How to Solve Recent Communications Pane Problems Known Calls Missing Name Not Listed How to Solve Voice Mail Problems How to Solve Search Problems Incorrect Search Results Post-Search Application Freeze Online Help Unavailable How to Get Information for Your Administrator Checking Call Statistics Checking Server Status Capturing Log Files Enabling Detailed Logging Troubleshooting Cisco Unified Personal Communicator •Install Errors •How to Solve Problems Logging In and Starting Up •How to Solve Phone Mode Problems •How to Solve Console Problems •How to Solve Availability Status Problems •How to Solve Call Initiation Problems •How to Solve Incoming Call Problems •How to Solve Call Problems •How to Solve Camera or Video Problems •How to Solve Problems with Web Conferencing •How to Solve Instant Messaging Problems •How to Solve Recent Communications Pane Problems •How to Solve Voice Mail Problems •How to Solve Search Problems •Online Help Unavailable •How to Get Information for Your Administrator Install Errors Problem When I try to install, I get an error. Solution Make sure you have sufficient disk space. Related Topic Installing Cisco Unified Personal Communicator, page 1-2. How to Solve Problems Logging In and Starting Up •Error: Login Failed •Application Freezes At Login •Application Starts Slowly •Desk Phone Device Unavailable Error: Login Failed Problem Error on logging in: Login failed. Make sure your username and password are correct. Solution •Make sure you have entered your username, password, and login server information correctly. •Make sure your password is correct and has not changed elsewhere on the system. To do so, visit the Cisco Unified Communications Manager User Options web page. If you do not know how to do this, contact your administrator. Related Topics •Logging In, page 1-5 •Where to Find More Documentation, page 1-15 Application Freezes At Login Problem When I try to log in, Cisco Unified Personal Communicator freezes. This issue may be intermittent. Solution Cisco Unified Personal Communicator is incompatible with the Citibank Virtual Account Number browser helper. Uninstalling that application is the only remedy. Application Starts Slowly Problem Cisco Unified Personal Communicator starts up very slowly. Solution Erase all recent communications items that you have marked for deletion. This is especially important if you have many voice mail messages. •Remove from your contact list all contacts that you no longer need. A shorter contact list will load more quickly. Related Topics •Working With the Recent Communications List, page 8-2 •Deleting Contacts From Your List, page 7-8 Desk Phone Device Unavailable Problem When I launch Cisco Unified Personal Communicator, I see a window that says "Desk Phone Device Unavailable." Solution The phone that you had previously associated with Cisco Unified Personal Communicator is not available. •If you are not near a desk phone that you know you can use with Cisco Unified Personal Communicator, click Use Softphone. •If you want to choose a different desk phone with Cisco Unified Personal Communicator, then click Select New Desk Phone. Related Topics •Choosing Softphone or Desk Phone Mode, page 1-10 How to Solve Phone Mode Problems •Cannot Make Phone Active •Desired Desk Phone Not Listed Cannot Make Phone Active Problem When I choose a phone, the phone mode reverts to Disabled and I cannot make or receive calls. Solution Try the following: •Choose the other phone option. •If you are trying to choose your desk phone, make sure your computer is connected to the network to which your desk phone is connected. Related Topics •Desk Phone Device Unavailable Desired Desk Phone Not Listed Problem I am trying to choose a desk phone other than the one on my desk, but the phone I want is not listed. Solution Log in to the Extension Mobility (EM) services on the phone first. For information, see the documentation for your phone. •Not all phones are set up for you to use; if the phone you want to choose is not available to you, contact your system administrator. Related Topics •Where to Find More Documentation, page 1-15 How to Solve Console Problems •Console Does Not Fit Screen •Menu Item, Button, Or Option Disabled •Columns Too Narrow •Console Pane Resize Problems Console Does Not Fit Screen Problem The console is too big; it does not fit on my screen. Solution The minimum recommended screen resolution is 1024x768. To change your screen resolution: Windows XP: Choose Start > Control Panel > Display. For more information, see the Help for your operating system. Menu Item, Button, Or Option Disabled Problem The menu item, button, or other option that I want to use is dimmed. Solution Possible solutions include: •You may need to click a contact or communication first, then click the button. •The option may not be available for the contact or communication that you have currently selected. For example, you cannot send instant messages to a phone number item in the Recent communications list. •The option may not apply in the current situation. For example, "Mark Unread" is not available if you have selected an item that is already marked Unread. Related Topics •How to Solve Call Initiation Problems Columns Too Narrow Problem Columns in the console are too narrow to display all of the information. Solution Try the following: •Hover your mouse pointer over an item in a list to view more information. •Resize the columns. •Drag an edge of the console to make the entire console larger. Related Topics •Working With the Recent Communications List, page 8-2 Console Pane Resize Problems Problem I cannot resize the panes in the console. Solution Make the console longer by dragging its bottom edge, then resize the panes. You cannot resize panes if the console is at its minimum size. How to Solve Availability Status Problems •Incorrect or No Availability Status •Phone Rings When Availability Status Is Do Not Disturb •External Contacts Viewing My Availability Status Incorrect or No Availability Status Problem Availability status indicators are not appearing correctly to me or to other people. Solution At your company, not all people in the company directory may be set up to show availability status. •Check your Block List. •If you have changed your Privacy settings in the Cisco Unified Presence User Options web pages, check those settings. Make sure you have not modified your default availability status settings or created any user-defined policies that could be causing you or others not to see your status as you expect it to appear. The easiest solution may be to restore your presence settings to the default in the Cisco Unified Presence User Options web pages. •Contact your system administrator to be sure your firewall settings are correct. If necessary, see the online help or documentation for the firewall application you are using. •Make sure you are still connected to the network and can use your other network-dependent applications, such as email. •If the contact is at a company with which your administrator has enabled Cisco Unified Personal Communicator to exchange availability status, and the contact always is displayed as "Offline," you may have entered the User ID incorrectly. Verify the User ID, create a new contact with the correct information, then delete the original contact card. Related Topics •Where to Find More Documentation, page 1-15 •Blocking Contacts, page 2-10 •Adding External Contacts for Instant Messaging, page 7-4 Phone Rings When Availability Status Is Do Not Disturb Problem My availability status is set to Do Not Disturb, but my phone alerts me anyway. Solution Many factors affect the exact result of setting Do Not Disturb. Related Topics •Do Not Disturb Status, page 2-3 External Contacts Viewing My Availability Status Problem I want to see the list of employees at another company who can see my availability status. I checked my Outside Contacts list and no employees from that company are displayed. Solution If you have allowed all employees at a company or domain to automatically see your availability status, those employees are not displayed in your Outside Contacts list. How to Solve Call Initiation Problems •Button and Menu Item Are Disabled •Calling From Outlook: Security Warning Appears •Double Digits Do Not Always Dial Button and Menu Item Are Disabled Problem I want to start an audio or video call or send an email, but the button and the menu item are dimmed. Solution Possible solutions include: •You must first click the name of a contact or communication in the console. •The required information for the contact you have selected is not available in the system or in the Recent communications entry. For example, the phone number or email address is missing. Calling From Outlook: Security Warning Appears Problem I tried to make a call from the Cisco Unified Personal Communicator toolbar in Microsoft Outlook and I see a security warning asking me to make a choice. What do I do? Solution Choose Always allow. This situation occurs if you choose Help > Reset Security Warnings. Reset security warnings only if you are following instructions in another troubleshooting topic in this document. Related Topics •How to Solve Phone Mode Problems Double Digits Do Not Always Dial Problem When I click numbers in the dial pad, sometimes they are not dialed. Solution When you click the same digit more than once, pause briefly between clicks. How to Solve Incoming Call Problems •No Notification of Incoming Calls •Phone Does Not Ring No Notification of Incoming Calls Problem A notification did not appear on my screen when someone called. Solution Notifications only operate when Cisco Unified Personal Communicator is running. Make sure you launch the application each time you turn on your computer. Phone Does Not Ring Problem I did not hear a ringing sound when someone called me, though a notification appeared. Solution If you are using desk phone mode, only the desk phone rings. Check the ringer volume on that phone. If you are using softphone mode: •If you have chosen a headset as the ringer device in Preferences and the headset is plugged in, you may not hear the ringing unless you are wearing the headset. •Make sure your Phone Mode is set to Softphone. •Make sure you have set the ringer volume high enough in Preferences. •Make sure your computer and associated sound devices are not muted or set to very low volume via methods other than Preferences. A list of places to check is included in the section on troubleshooting sound problems when using your softphone. Related Topics •Specifying Ringer Device and Volume, page 1-9 •No Sound, Or the Volume Is Too Low How to Solve Call Problems •Keypad Problems •No Sound, Or the Volume Is Too Low •One Way Audio Or Poor Audio Quality •Audio Too Loud •Controls in Conversation Window Unavailable •Merge Function Disabled •Error When Undocking a Laptop Computer Keypad Problems Problem When I click numbers in the keypad in the conversation window, sometimes they do not register. Solution When you click the same digit more than once, pause briefly between clicks. No Sound, Or the Volume Is Too Low Problem I am using my softphone on a call and I hear no sound. However, the conversation window indicates that I am connected. Solution Try the following: •Make sure your headset and camera are plugged securely into the USB ports. •Look at the conversation window and make sure that the volume is not too low and that the conversation is not on hold. •Make sure your Phone Mode is set to Softphone. •Make sure your computer is not muted or set to very low volume. To test this, see if you can hear other sounds that your computer normally makes, such as beeps when you press an incorrect key, or sounds that signal that a message has arrived. Your computer may have both a physical key or button on the keyboard and a control onscreen, for example a megaphone icon in the system tray or a Control Panel for Sound. You may need to set these separately. •If your headset or other audio device has a button to mute or attenuate incoming sound, make sure the button is not activated. •Make sure any volume wheel or slider on your headset or other audio device is not set at a very low volume. •Make sure you have correctly specified the speaker device to use with Cisco Unified Personal Communicator. •Try another headset or speaker device, if one is available. •Try the speakers that are built into your computer, if available. •Check the advanced sound settings for your operating system. •If you are connecting through virtual private network (VPN): In the VPN application window, click the Options menu. The Stateful Firewall option should NOT have a check mark beside it. If it does, select Stateful Firewall to remove the check mark. Related Topics •Specifying Your Audio and Video Devices, page 1-9 •Advanced Speaker Sound Settings for Windows XP Advanced Speaker Sound Settings for Windows XP Problem I am using my softphone on a call and I hear no sound. However, the conversation window indicates that I am connected. Solution Try the following procedure. This procedure may affect other applications that use sound. Step 1 Make sure the speaker device or headset that you will use with Cisco Unified Personal Communicator is plugged in. Step 2 Choose Start > All Programs > Accessories > Entertainment > Volume Control. Step 3 Choose Options > Properties. Step 4 Choose, for Mixer Device, the speaker or headset you will use with Cisco Unified Personal Communicator. Step 5 Click Playback. Step 6 Check the Volume Control and Wave boxes. Uncheck the other boxes. Step 7 Click OK. Step 8 Make sure Mute is not checked for either item. Step 9 Make sure neither volume slider is set very low. Step 10 Close the Speaker window. Step 11 If necessary, repeat this procedure, but in Step 5, check all of the check boxes. The list of items is different for every device. Make sure none of the items is muted or set to very low volume. Exception: If you are not using a headset, you should mute your microphone (sometimes called "Capture") in the Playback settings to avoid feedback noise. Related Topics •No Sound, Or the Volume Is Too Low One Way Audio Or Poor Audio Quality Problem Other participants cannot hear me, or the audio quality is poor. Solution Try the following: •Look at the conversation window and make sure that your audio is not muted. •If you are trying to use your softphone, make sure your Phone Mode is set to Softphone. •If you have a headset, use it instead of the microphone that is built into your computer. •Make sure any Mute button on your headset or microphone is not activated. •Make sure the microphone is close to your mouth. Experiment to find the ideal distance. •Make sure your headset and camera are plugged securely into the USB ports. •Make sure your microphone is correctly identified in Cisco Unified Personal Communicator preferences. •If you are using your softphone with both a camera and a headset, make sure you have specified the headset, not the camera, as the speaker device in Preferences. •Check the advanced microphone sound settings for your operating system. Related Topics •Specifying Your Audio and Video Devices, page 1-9 •Changing the Volume of a Softphone Call, page 3-10 •Advanced Microphone Sound Settings for Windows XP Advanced Microphone Sound Settings for Windows XP Problem Other participants cannot hear me, or the audio quality is poor. I am using the softphone. Solution Try the following: This setting remains until you change it or disconnect the device. This procedure may affect other applications that use sound. Step 1 Make sure the headset or microphone you will use with Cisco Unified Personal Communicator is plugged in. Step 2 Choose Start > All Programs > Accessories > Entertainment > Volume Control. Step 3 Choose Options > Properties. Step 4 Choose, for Mixer Device, the headset or microphone that you use with Cisco Unified Personal Communicator. Step 5 Click Recording, then make sure the Microphone box is checked. Some devices do not include a Microphone check box. For example, one device uses "Capture" instead. You may need to experiment to see what your device calls this. Step 6 Click OK. Step 7 Make sure the Select Microphone (or equivalent) box is checked, and that the device is not muted or set to very low volume. The specific options you see are different for each device. Step 8 Click Advanced in the Microphone section. Step 9 Check MIC Boost. Step 10 Click Close. Step 11 Close the window. Related Topics •One Way Audio Or Poor Audio Quality Audio Too Loud Problem Others say my audio is too loud. I am using the softphone. Solution •Move the microphone away from your mouth. •Reduce the microphone volume in the Windows Volume Control panel. •Uncheck MIC Boost in the Advanced settings in the Windows Volume Control panel. Related Topics •Advanced Microphone Sound Settings for Windows XP Controls in Conversation Window Unavailable Problem The buttons and controls in my conversation window are dimmed or missing. Solution The call may be on hold. •If the phone mode is set to Desk Phone, you must mute your phone or change the volume using the controls on the desk phone. •You must be set up for video if you want to use video. Related Topics •Putting Conversations on Hold and Retrieving Them, page 3-9 •Viewing Video, page 4-2 Merge Function Disabled Problem I am trying to merge two calls but the Merge button is dimmed. Solution Note the following: •You cannot merge two conference calls. At least one call must have only one participant besides yourself. •Make sure one of the calls is not on hold. The merge button is active in the active call window. If a conversation is on hold, the merge button is dimmed. Related Topics •Merging Calls, page 3-12 Error When Undocking a Laptop Computer Problem I am getting an error message when I try to undock my computer. Solution You may have a voice mail window open or you are currently in a softphone call. You must close all voice mail windows and end any softphone calls before your computer can be safely undocked. How to Solve Camera or Video Problems •Setup Process Runs Unnecessarily •Unexpected Camera Driver Prompt •Video Options Disabled •No Camera or No Local Image •No Video Preview •No Video on Call •No Remote Video Image •Slow, Low Quality, Or No Video •Missing Video on Tandberg Video Phone •Local Image in Both Windows Setup Process Runs Unnecessarily Problem I already set up the camera driver. Why is the setup process happening again when I plug in my camera? Solution If you have more than one USB port or you are plugging the camera into a hub instead of directly into your computer, the setup process may run each time you plug the camera into a port that you have not yet used. Unexpected Camera Driver Prompt Problem I am trying to use my camera and I see a window asking me to choose a driver. Solution Unplug the camera and install the camera software, then plug in the camera. Related Topics •Installing and Setting Up Your Cisco Video Camera, page 1-3 Video Options Disabled Problem The options to start a video conversation, add video to my conversation, answer a call with video, or view my own video image are dimmed. Solution •Make sure your camera is plugged in. After you plug it in, you may need to relaunch Cisco Unified Personal Communicator. •You can use video only if the phone mode is set to softphone. You will need to end any current conversation and start a new one with the softphone. Related Topics •Choosing Softphone or Desk Phone Mode, page 1-10 •No Camera or No Local Image No Camera or No Local Image Problem The computer does not properly recognize the camera, or I cannot see my own video image. Solution Try the following: •Make sure you meet the criteria in Viewing Video, page 4-2. •Unplug the camera and plug it in again. •Plug the camera into a different USB port. •Make sure your camera is selected in Audio/Video Preferences. •Exit Cisco Unified Personal Communicator if it is running, then relaunch it. •See if you can use your camera with other applications. If not, see the troubleshooting information that came with the camera. Related Topics •Specifying Your Audio and Video Devices, page 1-9 No Video Preview Problem My video preview does not work and I cannot initiate or receive calls. The application appears to freeze. Solution Plug your camera directly into the USB port on your computer, or try a USB 2.0 hub. Your camera may not be compatible with USB version 1.1 hubs or hubs without power adaptors. No Video on Call Problem I made a call with video, or I answered a call with video, but the call is audio-only. Solution Calls are only connected with video when they are initiated and answered with video. You can add video to an audio-only call after it is connected. Related Topics •Viewing Video, page 4-2 No Remote Video Image Problem I answered a call with video, or I added video to a conversation, but the video image of the other person does not appear. Solution The other person may not have a video camera, or may have declined to add video to the conversation. Related Topics •Local Image in Both Windows Slow, Low Quality, Or No Video Problem Video is slow or of poor quality, or does not appear. Solution Try the following: •If your computer is running on battery power, plug in the AC adaptor. •Make sure detailed logging is not activated unnecessarily. •If you are accessing the network remotely over a slow connection, it may be best to use audio only. •Make sure you are using the most current drivers for your video card. Check the web site of your video card manufacturer or contact your system administrator. Related Topics •Enabling Detailed Logging •Application Freezes At Login Missing Video on Tandberg Video Phone Problem I am unable to add video to an audio call. My conversation partner is using a Tandberg video phone. Solution Initiate the call as a video call, or have the user of the Tandberg phone initiate the call. This is standard behavior for the Tandberg phone. Local Image in Both Windows Problem I added video to a conference call, but I see only my own image twice. Solution Each participant must add video to the conference call. After another participant adds video, you will see the image of that person. How to Solve Problems with Web Conferencing •Web Conferencing Login Request •Web Conferencing Unavailable •Wrong Web Conferencing Language •Web Conferencing Missing •How to Solve Instant Messaging Problems Web Conferencing Login Request Problem When I add web conferencing, I see a request for my username and password. Which set of login credentials should I use? Solution Enter your web conferencing username and password. This could be Cisco Unified MeetingPlace, Cisco Unified MeetingPlace Express, or Cisco WebEx. If you have questions, ask your system administrator which web conferencing application you are accessing. Web Conferencing Unavailable Problem I cannot add web conferencing. Or, when I click the button to start a web conference, I see an error message. Solution Possible solutions include: •You may not have correctly specified your web conferencing account information. If you do not know your username and password, contact your system administrator. •Try logging in to your web conferencing application directly. If you can log in successfully, enter the same username and password in the Account Preferences for web conferencing in Cisco Unified Personal Communicator. •If you are using Cisco Unified MeetingPlace or Cisco Unified MeetingPlace Express you may need to have a profile (account). Contact your system administrator. Related Topics •Setting Up Web Conferencing, page 1-6 Wrong Web Conferencing Language Problem The web conference does not use my language. Solution The web conferencing feature is available in a different set of languages than are available in the rest of the Cisco Unified Personal Communicator application. If your language is not available, English displays. Web Conferencing Missing Note This section deals primarily with problems you may encounter in the Cisco Unified MeetingPlace web meeting room. If you are using the Cisco WebEx integration, use the help available from within the Cisco WebEx web meeting room or from WebEx.com to find information regarding various Cisco WebEx features and functions. Problem Some participants in the conversation do not see the web conferencing window. Solution Possible solutions include: •Participants who are not using Cisco Unified Personal Communicator do not automatically see the web conferencing window. You can invite users who are not using Cisco Unified Personal Communicator using the Invite participants feature. •The Cisco MeetingPlace or Cisco Unified MeetingPlace Express system may not be set up to accommodate enough participants. Contact your system administrator. Related Topics •Adding Web Conferencing and Web Participants to Conversations, page 5-2 How to Solve Instant Messaging Problems •Instant Messaging Button Disabled •Instant Message Not Received •Instant Messaging Error Message •Single Window Per User •No Content in the Instant Message Window Instant Messaging Button Disabled Problem The button to send an instant message is dimmed. Solution •First, select a person in a list. •Make sure you have selected only one name. •You cannot send instant messages to people whose availability status is Offline. •You can send instant messages only to people in your company who are set up to use Cisco Unified Personal Communicator or IP Phone Messenger. This group may not include all of the people in your corporate directory. •You cannot send instant messages to people in your contact list who do not display an availability status icon. Related Topics •Where to Find More Documentation, page 1-15 Instant Message Not Received Problem I sent an instant message with no error, but the recipient never received it, or someone sent me a message that I did not receive. Solution If the recipient was not logged in to Cisco Unified Personal Communicator when the sender sent the message, and the recipient is set up to use IP Phone Messaging (IPPM), the message may have gone to that destination instead of Cisco Unified Personal Communicator. To view the message, see the documentation for IPPM. Related Topics •Where to Find More Documentation, page 1-15 •Instant Messaging Error Message Instant Messaging Error Message Problem When I try to send a message, I see a notice: •"[Person] did not receive your message because the message could not be sent." •"[Person] is offline and cannot receive messages." •Your message to [person] could not be sent. Solution If you see this message, we recommend that you try again later or use another method to contact this person. You will also see an error if you try to send instant messages to people listed in the Recent communications or search results panes who are offline or not enabled for Cisco Unified Personal Communicator. Related Topics •Instant Message Not Received Single Window Per User Problem A new message is displayed in the same window as old messages. Solution You can have only a single messaging window open with a particular user of Cisco Unified Personal Communicator at any time. No Content in the Instant Message Window Problem My instant message window is open, but there is no content shown when I send or receive an instant message: Solution Your version of Microsoft Internet Explorer is not functioning correctly. Its configuration could be corrupted by a virus or other malware. You must repair Internet Explorer. Possible solutions include: •Perform virus, spyware and adware scans. •Perform a Windows update to ensure the operating system is up to date. •Restore Internet Explorer to its default configuration. Access these settings from Tools > Internet Options. Click the Programs tab. Click Reset Web Settings. •Reinstall Microsoft Internet Explorer How to Solve Recent Communications Pane Problems •Known Calls Missing •Name Not Listed Known Calls Missing Problem Recent communications does not list calls that I know occurred. Solution Calls that you make and receive while Cisco Unified Personal Communicator is not running do not appear in Recent communications. Calls you make using your desk phone while Cisco Unified Personal Communicator is running in softphone mode also do not appear in the list. Name Not Listed Problem A person in my company has called me, but the Recent communications pane shows the phone number of the person, not the name. Solution The person may have called from a number that the system does not recognize (for example, a home phone), or the corporate directory may be out of date. How to Solve Voice Mail Problems Problem Voice mail downloads slowly. Solution If you have many old voicemail messages that you have not yet permanently deleted, purge these items from the recent communications list. Related Topics •Working With the Recent Communications List, page 8-2 How to Solve Search Problems •Incorrect Search Results •Post-Search Application Freeze Incorrect Search Results Problem Search seems to find incorrect results. Solution The system searches several different attributes, and depending on how the administrator has configured these attributes, can include results that you might not expect. Post-Search Application Freeze Problem The application appears to be unresponsive after performing a Search operation. Solution Wait a few moments while the system completes the Search operation. Online Help Unavailable Problem I cannot view the online help. Solution You must allow active content. For example, in Internet Explorer 6, you must click the Information Bar near the top of your browser window and choose Allow Blocked Content. •Your administrator may have given you a copy of the PDF version of the User Guide for this product. •The most current version of the documentation is also available as a PDF on the Cisco web site. Related Topics •Where to Find More Documentation, page 1-15 How to Get Information for Your Administrator If you experience problems, your system administrator may ask you to do one or more of the following: •Checking Call Statistics •Checking Server Status •Capturing Log Files •Enabling Detailed Logging Checking Call Statistics Problem I am having problems during a call. My administrator is troubleshooting and has asked me for call statistics. Solution Call statistics are available for the current call. Step 1 Make sure the conversation window of the problem call is the active window. Step 2 Make sure that the call is not on hold. Step 3 Choose Help > Show Call Statistics from the menu bar of the active conversation window. Step 4 Click Audio Statistics or Video Statistics. Checking Server Status Problem I am having problems with Cisco Unified Personal Communicator. My administrator is troubleshooting and has asked me to view the server status. Solution Step 1 Choose Help > Show Server Health from the menu bar at the top of the console. Step 2 Choose an option at the left on direction from your administrator. Capturing Log Files Problem Cisco Unified Personal Communicator has frozen or is behaving strangely. My administrator is troubleshooting and has asked me for log files. Solution Use the Problem Reporting Tool to capture log files: Disclaimer The Problem Reporting Tool (PRT) will harvest logs from your computer that may include contact information, instant message content, phone numbers and other information that could be used to personally identify you or others. This information is required as part of the diagnostic process to determine the cause of the technical issue reported by you. The logs may be transferred across borders and stored temporarily as part of the diagnostic process. By using the PRT, you consent to provide the logs to Cisco in order to enable Cisco to troubleshoot any technical problems with Cisco Unified Personal Communicator. Step 1 Look on your desktop for a.zip file with a name that starts with CUPC, followed by a string of numbers and letters. If this file was not generated automatically, create it: a. Perform one of the following actions: –Choose Help > Create Problem Report. –Choose Start > All Programs > Cisco Unified Personal Communicator > Create Problem Report. b. Follow the instructions that you see. Before you click Finish, note the name of the file that has been created on your desktop. Step 2 Create an email with the following information, especially if the system generated the problem report automatically: •A description of the problem. •An explanation of what you were doing at the time the problem occurred. •Any other details that might have affected the situation. Step 3 Email the generated file and accompanying information to your system administrator. Related Topics •Enabling Detailed Logging Enabling Detailed Logging Problem I am experiencing problems using Cisco Unified Personal Communicator and my administrator has told me to enable detailed logging. Solution Choose Help > Enable Detailed Logging. Use the same procedure to turn off detailed logging. Your setting remains until you change it, even after you restart. Detailed logging may impair performance, so you should turn it off as soon as you no longer need it.
	Terms & Conditions \| Privacy Statement \| Cookie Policy \| Trademarks