So what ended up being the issue? Connectivity?<div><br></div><div>Scott<br><br><div class="gmail_quote">On Fri, Jun 11, 2010 at 6:32 AM, Jason Aarons (US) <span dir="ltr"><<a href="mailto:jason.aarons@us.didata.com">jason.aarons@us.didata.com</a>></span> wrote:<br>
<blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex;">
<div lang="EN-US" link="blue" vlink="purple">
<div>
<p class="MsoNormal"><span style="color:#1F497D">They all run McAfee 4.5, the log
files for McAfee say it’s not doing anything with agent.exe or anything
else. I’ve seen where it shuts down SMTP apps, etc in the logs. No
Windows Firewall or other firewall, CSA, etc. These are corporate images all
identical Windows XP on same model HP laptop. Event Viewer log files also
show no issues.</span></p>
<p class="MsoNormal"><span style="color:#1F497D"> </span></p>
<p class="MsoNormal"><span style="color:#1F497D">I’m starting to think it
just this one guys laptop having socket problems. Majority of Agents are fine,
next step is to replace his PC.</span></p>
<p class="MsoNormal"><span style="color:#1F497D"> </span></p>
<p class="MsoNormal"><span style="color:#1F497D">My real concern is that while
the checked dll saw a problem it’s not relaying it up to the
application to tell the end user something is wrong. </span></p>
<p class="MsoNormal"><span style="color:#1F497D"> </span></p>
<p class="MsoNormal"><span style="color:#1F497D">This is really a case of a bad software
developer who wrote software for a car but left out the check engine light part
when the carputer detects a problem so instead you keep driving the car not
realizing you’ve got a bad O2 sensor.</span></p>
<p class="MsoNormal"><span style="color:#1F497D"> </span></p>
<div>
<div style="border:none;border-top:solid #B5C4DF 1.0pt;padding:3.0pt 0in 0in 0in">
<p class="MsoNormal"><b><span style="font-size:10.0pt">From:</span></b><span style="font-size:10.0pt"> James Buchanan
[mailto:<a href="mailto:jbuchanan@ctiusa.com" target="_blank">jbuchanan@ctiusa.com</a>] <br>
<b>Sent:</b> Friday, June 11, 2010 9:22 AM<br>
<b>To:</b> Bill; Jason Aarons (US); cisco-voip</span></p><div><div></div><div class="h5"><br>
<b>Subject:</b> RE: [cisco-voip] UCCX 7.0(1)SR5 some Agents disappear
fromSupervisor Desktop until the Agent restarts Agent Desktop</div></div><p></p>
</div>
</div><div><div></div><div class="h5">
<p class="MsoNormal"> </p>
<p class="MsoNormal"><span style="color:#1F497D">Right—there must be
exceptions put in place for agent.exe especially.</span></p>
<p class="MsoNormal"><span style="color:#1F497D"> </span></p>
<div>
<p class="MsoNormal"><b><span style="font-size:7.0pt;color:#7F7F7F">James Buchanan </span></b><span style="font-size:7.0pt;color:#7E7E7E">|</span><b><span style="font-size:7.0pt;color:#7F7F7F">
Senior Network Engineer </span></b><span style="font-size:7.0pt;color:#7E7E7E">|</span><span style="font-size:7.0pt;color:#7F7F7F"> <b>South Region </b></span><span style="font-size:7.0pt;color:#7E7E7E">|</span><b><span style="font-size:7.0pt;color:#7F7F7F">
Presidio Networked Solutions <br>
12 Cadillac Dr, Suite 130, Brentwood, TN 37027 </span></b><span style="font-size:7.0pt;color:#7E7E7E">|</span><b><span style="font-size:7.0pt;color:#7F7F7F"> </span></b><b><span style="font-size:7.0pt;color:#7E7E7E"><a href="mailto:jbuchanan@ctiusa.com" target="_blank">jbuchanan@presidio.com</a><br>
</span></b><b><span style="font-size:7.0pt;color:#7F7F7F">D: 615-866-5729</span></b><span style="font-size:7.0pt;color:#7F7F7F"> </span><span style="font-size:7.0pt;color:#7E7E7E">|</span><span style="font-size:7.0pt;color:#7F7F7F"> </span><b><span style="font-size:7.0pt;color:#7E7E7E"><a href="http://www.presidio.com" target="_blank">www.presidio.com</a></span></b><span style="font-size:7.0pt;color:#1F497D"> <</span><b><span style="font-size:7.0pt;color:#7E7E7E"><a href="http://www.presidio.com" target="_blank">http://www.presidio.com</a></span></b><span style="font-size:7.0pt;color:#1F497D">> </span></p>
<p class="MsoNormal" style="margin-bottom:12.0pt"><b><span style="font-size:7.0pt;color:#7F7F7F">CCIE #25863, Voice</span></b><span style="color:#1F497D"></span></p>
</div>
<p class="MsoNormal"><span style="color:#1F497D"> </span></p>
<div>
<div style="border:none;border-top:solid #B5C4DF 1.0pt;padding:3.0pt 0in 0in 0in">
<p class="MsoNormal"><b><span style="font-size:10.0pt">From:</span></b><span style="font-size:10.0pt"> Bill
[mailto:<a href="mailto:bill@hitechconnection.net" target="_blank">bill@hitechconnection.net</a>] <br>
<b>Sent:</b> Friday, June 11, 2010 7:58 AM<br>
<b>To:</b> James Buchanan; 'Jason Aarons (US)'; 'cisco-voip'<br>
<b>Subject:</b> RE: [cisco-voip] UCCX 7.0(1)SR5 some Agents disappear
fromSupervisor Desktop until the Agent restarts Agent Desktop</span></p>
</div>
</div>
<p class="MsoNormal"> </p>
<p class="MsoNormal"><span style="font-size:10.0pt;color:navy">You can have a firewall, antivirus and endpoint protection but they
all must be configured correctly for the application to work.</span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;color:navy"> </span></p>
<div>
<div class="MsoNormal" align="center" style="text-align:center"><span style="font-size:12.0pt;font-family:"Times New Roman","serif"">
<hr size="2" width="100%" align="center">
</span></div>
<p class="MsoNormal"><b><span style="font-size:10.0pt">From:</span></b><span style="font-size:10.0pt">
<a href="mailto:cisco-voip-bounces@puck.nether.net" target="_blank">cisco-voip-bounces@puck.nether.net</a> [mailto:<a href="mailto:cisco-voip-bounces@puck.nether.net" target="_blank">cisco-voip-bounces@puck.nether.net</a>] <b>On
Behalf Of </b>James Buchanan<br>
<b>Sent:</b> Thursday, June 10, 2010 11:03 PM<br>
<b>To:</b> Jason Aarons (US); cisco-voip<br>
<b>Subject:</b> Re: [cisco-voip] UCCX 7.0(1)SR5 some Agents disappear
fromSupervisor Desktop until the Agent restarts Agent Desktop</span><span style="font-size:12.0pt;font-family:"Times New Roman","serif""></span></p>
</div>
<p class="MsoNormal"> </p>
<p class="MsoNormal"><span style="color:#1F497D">So, no firewall, antivirus, or
endpoint protection on the PCs in question?</span></p>
<p class="MsoNormal"><span style="color:#1F497D"> </span></p>
<div>
<p class="MsoNormal"><b><span style="font-size:7.0pt;color:#7F7F7F">James Buchanan </span></b><span style="font-size:7.0pt;color:#7E7E7E">|</span><b><span style="font-size:7.0pt;color:#7F7F7F"> Senior
Network Engineer </span></b><span style="font-size:7.0pt;color:#7E7E7E">|</span><span style="font-size:7.0pt;color:#7F7F7F"> <b>South Region </b></span><span style="font-size:7.0pt;color:#7E7E7E">|</span><b><span style="font-size:7.0pt;color:#7F7F7F">
Presidio Networked Solutions <br>
12 Cadillac Dr, Suite 130, Brentwood, TN 37027 </span></b><span style="font-size:7.0pt;color:#7E7E7E">|</span><b><span style="font-size:7.0pt;color:#7F7F7F"> </span></b><b><span style="font-size:7.0pt;color:#7E7E7E"><a href="mailto:jbuchanan@ctiusa.com" target="_blank">jbuchanan@presidio.com</a><br>
</span></b><b><span style="font-size:7.0pt;color:#7F7F7F">D: 615-866-5729</span></b><span style="font-size:7.0pt;color:#7F7F7F"> </span><span style="font-size:7.0pt;color:#7E7E7E">|</span><span style="font-size:7.0pt;color:#7F7F7F"> </span><b><span style="font-size:7.0pt;color:#7E7E7E"><a href="http://www.presidio.com" target="_blank">www.presidio.com</a></span></b><span style="font-size:7.0pt;color:#1F497D"> <</span><b><span style="font-size:7.0pt;color:#7E7E7E"><a href="http://www.presidio.com" target="_blank">http://www.presidio.com</a></span></b><span style="font-size:7.0pt;color:#1F497D">> </span></p>
<p class="MsoNormal" style="margin-bottom:12.0pt"><b><span style="font-size:7.0pt;color:#7F7F7F">CCIE #25863, Voice</span></b><span style="color:#1F497D"></span></p>
</div>
<p class="MsoNormal"><span style="color:#1F497D"> </span></p>
<div>
<div style="border:none;border-top:solid #B5C4DF 1.0pt;padding:3.0pt 0in 0in 0in">
<p class="MsoNormal"><b><span style="font-size:10.0pt">From:</span></b><span style="font-size:10.0pt">
<a href="mailto:cisco-voip-bounces@puck.nether.net" target="_blank">cisco-voip-bounces@puck.nether.net</a> [mailto:<a href="mailto:cisco-voip-bounces@puck.nether.net" target="_blank">cisco-voip-bounces@puck.nether.net</a>] <b>On
Behalf Of </b>Jason Aarons (US)<br>
<b>Sent:</b> Thursday, June 10, 2010 9:07 AM<br>
<b>To:</b> cisco-voip<br>
<b>Subject:</b> [cisco-voip] UCCX 7.0(1)SR5 some Agents disappear from
Supervisor Desktop until the Agent restarts Agent Desktop</span></p>
</div>
</div>
<p class="MsoNormal"> </p>
<p class="MsoNormal">I have opened TAC case 614562299. Customer has Layer2
network no firewall or ports blocked, etc. Can’t find anything wrong
network wise on any links. It’s only 2 LAN switch hops from Agent to
Server.</p>
<p class="MsoNormal"> </p>
<p class="MsoNormal">TAC replaced the SplkStd.dll with the checked build and
enabled debug in agent.cfg, I then notice in the c:\program
files\cisco\desktop\log\agent.log a small number of (2 out of 10 yesterday)
users still show disconnect/reconnect, however the Agent Desktop GUI never
shows partial or warns the agent they lost connectivity, yet the log file and
Server’s Event Viewer Application Log shows the disconnect/reconnect.
</p>
<p class="MsoNormal"> </p>
<p class="MsoNormal">The Agent Desktop Application MUST warn the end user by
showing Partial service (instead it shows In-Service with details as Active) or
a pop-up showing re-connecting. Cisco Agent Desktop Premium Build
6.6.1.400 running with UCCX 7.0(1)SR5.</p>
<p class="MsoNormal"> </p>
<p class="MsoNormal">The Logs show this occurs almost exactly every 60 seconds, <u>closing
Agent Desktop and re-opening Agent Desktop resolves the problem</u>. Again this
morning the problem is with 1 user out of 10.</p>
<p class="MsoNormal"> </p>
<p class="MsoNormal">Troubleshooting Agent disappearing from Supervisor Desktop</p>
<p class="MsoNormal"><a href="https://www.cisco.com/application/pdf/paws/63307/sup-dsktp-no-display.pdf" target="_blank">https://www.cisco.com/application/pdf/paws/63307/sup-dsktp-no-display.pdf</a></p>
<p class="MsoNormal"> </p>
<p class="MsoNormal">agent.log on desktop pc</p>
<p class="MsoNormal">2010-06-09 12:47:10:701 ERROR FCCC2015 The connection to the
Desktop Chat Service has been lost. The program will attempt to reconnect
automatically.</p>
<p class="MsoNormal">2010-06-09 12:47:10:701 INFO DAGT0000 Call Chat
auto-recovery message received.</p>
<p class="MsoNormal">2010-06-09 12:47:10:701 INFO FCCC0000 Successfully connected
to the Desktop Chat Service.</p>
<p class="MsoNormal">2010-06-09 12:47:10:701 INFO DAGT0000 Call Chat
auto-recovery message received.</p>
<p class="MsoNormal">2010-06-09 12:48:10:674 ERROR FCCC2015 The connection to the
Desktop Chat Service has been lost. The program will attempt to reconnect
automatically.</p>
<p class="MsoNormal">2010-06-09 12:48:10:674 INFO DAGT0000 Call Chat
auto-recovery message received.</p>
<p class="MsoNormal">2010-06-09 12:48:10:674 INFO FCCC0000 Successfully connected
to the Desktop Chat Service.</p>
<p class="MsoNormal">2010-06-09 12:48:10:674 INFO DAGT0000 Call Chat
auto-recovery message received.</p>
<p class="MsoNormal">2010-06-09 12:49:10:630 ERROR FCCC2015 The connection to the
Desktop Chat Service has been lost. The program will attempt to reconnect
automatically.</p>
<p class="MsoNormal">2010-06-09 12:49:10:630 INFO DAGT0000 Call Chat
auto-recovery message received.</p>
<p class="MsoNormal">2010-06-09 12:49:10:630 INFO FCCC0000 Successfully connected
to the Desktop Chat Service.</p>
<p class="MsoNormal">2010-06-09 12:49:10:630 INFO DAGT0000 Call Chat
auto-recovery message received.</p>
<p class="MsoNormal">2010-06-09 12:50:10:602 ERROR FCCC2015 The connection to the
Desktop Chat Service has been lost. The program will attempt to reconnect
automatically.</p>
<p class="MsoNormal">2010-06-09 12:50:10:602 INFO DAGT0000 Call Chat
auto-recovery message received.</p>
<p class="MsoNormal">2010-06-09 12:50:10:602 INFO FCCC0000 Successfully connected
to the Desktop Chat Service.</p>
<p class="MsoNormal">2010-06-09 12:50:10:602 INFO DAGT0000 Call Chat
auto-recovery message received.</p>
<p class="MsoNormal">2010-06-09 12:51:10:575 ERROR FCCC2015 The connection to the
Desktop Chat Service has been lost. The program will attempt to reconnect
automatically.</p>
<p class="MsoNormal">2010-06-09 12:51:10:575 INFO DAGT0000 Call Chat
auto-recovery message received.</p>
<p class="MsoNormal">2010-06-09 12:51:10:575 INFO FCCC0000 Successfully connected
to the Desktop Chat Service.</p>
<p class="MsoNormal">2010-06-09 12:51:10:575 INFO DAGT0000 Call Chat
auto-recovery message received.</p>
<p class="MsoNormal">2010-06-09 12:52:10:547 ERROR FCCC2015 The connection to the
Desktop Chat Service has been lost. The program will attempt to reconnect
automatically.</p>
<p class="MsoNormal">2010-06-09 12:52:10:547 INFO DAGT0000 Call Chat
auto-recovery message received.</p>
<p class="MsoNormal">2010-06-09 12:52:10:547 INFO FCCC0000 Successfully connected
to the Desktop Chat Service.</p>
<p class="MsoNormal">2010-06-09 12:52:10:547 INFO DAGT0000 Call Chat auto-recovery
message received.</p>
<p class="MsoNormal">2010-06-09 12:53:10:503 ERROR FCCC2015 The connection to the
Desktop Chat Service has been lost. The program will attempt to reconnect
automatically.</p>
<p class="MsoNormal">2010-06-09 12:53:10:503 INFO DAGT0000 Call Chat
auto-recovery message received.</p>
<p class="MsoNormal">2010-06-09 12:53:10:503 INFO FCCC0000 Successfully connected
to the Desktop Chat Service.</p>
<p class="MsoNormal">2010-06-09 12:53:10:503 INFO DAGT0000 Call Chat
auto-recovery message received.</p>
<p class="MsoNormal">2010-06-09 12:53:22:245 ERROR FCCC2015 The connection to the
Desktop Chat Service has been lost. The program will attempt to reconnect
automatically.</p>
<p class="MsoNormal">2010-06-09 12:53:22:245 INFO DAGT0000 Call Chat
auto-recovery message received.</p>
<p class="MsoNormal">2010-06-09 12:53:22:245 ERROR DAGT3062 Chat SetAgentAcdState
failed.</p>
<p class="MsoNormal">2010-06-09 12:53:22:245 INFO FCCC0000 Successfully connected
to the Desktop Chat Service.</p>
<p class="MsoNormal">2010-06-09 12:53:22:245 INFO DAGT0000 Call Chat
auto-recovery message received.</p>
<p class="MsoNormal">2010-06-09 12:53:34:252 ERROR FCCC2015 The connection to the
Desktop Chat Service has been lost. The program will attempt to reconnect
automatically.</p>
<p class="MsoNormal">2010-06-09 12:53:34:252 INFO DAGT0000 Call Chat
auto-recovery message received.</p>
<p class="MsoNormal">2010-06-09 12:53:34:252 ERROR DAGT3056 Chat ChangeCallStatus
failed.</p>
<p class="MsoNormal">2010-06-09 12:53:34:267 INFO FCCC0000 Successfully connected
to the Desktop Chat Service.</p>
<p class="MsoNormal">2010-06-09 12:53:34:267 INFO DAGT0000 Call Chat
auto-recovery message received.</p>
<p class="MsoNormal">2010-06-09 12:53:34:580 ERROR DAGT3062 Chat SetAgentAcdState
failed.</p>
<p class="MsoNormal"> </p>
<p class="MsoNormal">Event Type:
Warning</p>
<p class="MsoNormal">Event Source: FCCServer</p>
<p class="MsoNormal">Event
Category:
None</p>
<p class="MsoNormal">Event
ID:
3</p>
<p class="MsoNormal">Date:
6/10/2010</p>
<p class="MsoNormal">Time:
9:05:25 AM</p>
<p class="MsoNormal">User:
N/A</p>
<p class="MsoNormal">Computer:
USAVP4221IRVG04</p>
<p class="MsoNormal">Description:</p>
<p class="MsoNormal">FCCS3008 Network communication error <TRANSIENT>
sending message to application <AGENT_DESKTOP_bwilliams>. The
application will be logged out.</p>
<p class="MsoNormal"> </p>
<p class="MsoNormal"> </p>
<p class="MsoNormal"> </p>
<div class="MsoNormal" align="center" style="text-align:center"><span style="font-size:12.0pt;font-family:"Times New Roman","serif"">
<hr size="1" width="100%" align="center">
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