OPEN TOUCH CLIENT FOR WINDOWS TROUBLE SHOOTING GUIDE

Transcription

1 Troubleshooting Guide Alcatel-Lucent OpenTouch R2.0 Release 2.0 onwards OPEN TOUCH CLIENT FOR WINDOWS TROUBLE SHOOTING GUIDE This document describes most common problems encountered during installation and usage of the different clients running on Windows environment. Revision History Edition 1: April 1, 2014 creation of the document Legal notice: Alcatel, Lucent, Alcatel-Lucent and the Alcatel-Lucent logo are trademarks of Alcatel-Lucent. All other trademarks are the property of their respective owners. The information presented is subject to change without notice. Alcatel-Lucent assumes no responsibility for inaccuracies contained herein. Copyright 2014 Alcatel-Lucent. All rights reserved.

2 Table of contents 1 OpenTouch Conversation ( OTCv PC) Installation process Prerequesites Permissions Software Overview Installation problem Service Contact could not be installed ContactsService.exe needs to be modified Could not access VBScript run time Cache issue Traces & Log setting Installation Synchro outlook Log Web Service for contact Buddy list Debug OpenTouch Connection ( OTCt PC ) Installation process Prerequisites Software Overview Traces & log setting Installation Log setting Auto Update Wireshark Outlook-Addins Enable / Disable Addins Logs OTC Middleware Aim of this tool Activation OTC PC logs Filtering Time range Events & Calls OTC WEB ACS Configuration Debugging Copyright 2014 Alcatel-Lucent. All rights reserved page 2/27

3 4.3 Cache issue Conferencing plug-in Installation process Package Version Software Overview Debugging WebClient Setup logs from client IBM Lotus Notes Integration OTC service Service check-up Logs OTCt Logs Notes Plug-in IBM Sametime Integration Installation Manual integration Automatic integration OTCt service RCP Plug-in OTCt Logs Lync Integration Installation Manual Integration Automatic integration Installation issue OTCt Logs OTC service Copyright 2014 Alcatel-Lucent. All rights reserved page 3/27

4 1 OpenTouch Conversation ( OTCv PC) 1.1 Installation process Prerequesites - You must have local administration rights on the target computers to install or uninstall the OTCv - The OmniTouch 8600 MIC Desktop must be uninstalled before installing the OTCv. - OTC Cv and OTCt cannot be installed on the same PC - Configuration panel -> add/delete programs -> My Instant Communicator - Remove directories o C:\Program Files (x86)\alcatel-lucent\opentouchconversation o C:\Program Files(x86) \Alcatel-Lucent\My Teamwork o %APPDATA% \Alcatel-Lucent o %APPDATA% \AlcatelLucent o %Temp%\Alcatel-Lucent o %Temp%\AlcatelLucent - OTCv works with Win7/Win8, (it does not works with Windows XP). - Microsoft.NET Framework 3.5.x must be installed and activated ( Should be the case in standard with Windows 7 / 8 ) - If running, the Microsoft Outlook must be stopped on computers before installing OTCv - Previously, Microsoft Visual Studio Tools must be installed on Computer where MS Outlook is running The minimum version required is VSTOR The version is available from the Microsoft web site: - The OTC PC installation package OpenTouchConversation-2.0.0xx.000.msi, is available in the DVD OT core Note: A control is performed during OTCv installation on client computer. A warning message is displayed if MS Outlook is running. Copyright 2014 Alcatel-Lucent. All rights reserved page 4/27

5 1.1.2 Permissions Write in < program files > folder Write in Registry base HKeyLocalMachine Software Overview List of processes: OpenTouchConversation.exe core software Abers.exe rtp stack in charge of TRP flow ( voice and video ) Services: ContactsService.exe Use to synchronize local contacts from Outlook AlcatelLucentOutlookSynchroContact Outlook add-in Folder: Installation problem Service Contact could not be installed Symptom: When the program is installed or updated, a message error is shown: Service ContactsService.exe could not be installed. Diagnosis: No administrator privileges Solution: - Make sure that the user installing the program has administrator privileges. - Reboot the computer and retry to install/update the program ContactsService.exe needs to be modified Symptom: During update process, user is prompt because a file (for example ContactsService.exe, Copyright 2014 Alcatel-Lucent. All rights reserved page 5/27

6 IMProvider.exe ) that needs to be modified is currently in use. It needs to be closed and/or stopped Solution: - Make sure that Outlook is correctly closed. - Choose Automatically close applications and attempt to restart them after setup is complete Could not access VBScript run time Symptom: On some PC during OTC conversation installation there are an error message "Could not access VBScript run time for custom action Diagnosis: It is Microsoft issue. Solution: A Microsoft fix exists. What this Fix it does is to remove incorrect or corrupt registry entries that interfere with VB support in windows and then re-registers the DLL ensuring that the correct registry setting are there. After running the Fix it solution you may be able to immediately try the operation that previously gave you the error, but to be sure, a reboot is suggested. This will address similar issues with other programs as well and not just the applications that are specifically mentioned in this thread. The link to the Fix it is: Cache issue Symptom: Outlook deleted contact still found when we search in personal contacts list Diagnosis: Contacts from call log and favorites remains in OTCv PC cache Solution: Cache mechanism will be removed in OT Traces & Log setting Installation Traces during installation are collected in the file %temp%/alcatel- Lucent/OpenTouchConversation/install.log Copyright 2014 Alcatel-Lucent. All rights reserved page 6/27

7 Silent mode: msiexec /qn /i OpenTouchConversation.msi Synchro outlook Debug contact service C:\Program Files (x86)\alcatel-lucent\opentouch Conversation\Services\SynchroContacts\ContactsService.exe.config Replace the line <level value="info "/> by the line <level value="debug "/> Restart ContactsService.exe Logs Check up the service state in the Event viewer of Windows Control panel > System and security > Administrative tools > Event viewer Event Viewer Select Application ContactService Amoung messages at the start of service ContactSService, find out the path of the log files ( for W7, C:\Windows\Temp\Alcatel-Lucent\ContactsService ) Log Web Service for contact Debug mode %APPDATA%\AlcatelLucent\OpenTouchConversation/ContactServiceWSQt_log4cxx.properties # Specify the default level for WSClientHelper logger Copyright 2014 Alcatel-Lucent. All rights reserved page 7/27

8 log4j.logger.wsclienthelper=info, RollingFile Replace INFO by DEBUG Logs %temp%\ Alcatel-Lucent\OpenTouchConversation\log\ ContactsServiceWSQt.log Buddy list Web Client Acces: server/webclient Level trace WebAdmin Configuration>Advance settings>ics settings Logging level:3 Set Logging levels Logs /logs/thslog sip server /logs/ tnslog call server /log/buddyconsolelog Copyright 2014 Alcatel-Lucent. All rights reserved page 8/27

9 Debug Traces during installation are collected in the file %temp%/alcatel-lucent/opentouchconversation otcpc.log VOIP\Abers.log RTP session Voip Flow Handdset handling 2 OpenTouch Connection ( OTCt PC ) 2.1 Installation process Prerequisites - You must have local administration rights on the target computers to install or uninstall the OTCt - The OmniTouch 8600 MIC Desktop must be uninstalled before installing the OTCt. - OTC Cv and OTCT PC cannot be installed on the same PC - Configuration panel -> add/delete programs -> My Instant Communicator - Remove directories o C:\Program Files (x86)\alcatel-lucent\opentouchconversation o C:\Program Files(x86) \Alcatel-Lucent\My Teamwork o %APPDATA% \Alcatel-Lucent o %APPDATA% \AlcatelLucent o %Temp%\Alcatel-Lucent o %Temp%\AlcatelLucent - OTC PC works with Win7/Win8, (it does not works with Windows XP). - Microsoft.NET Framework 3.5.x must be installed and activated ( Should be the case in standard with Windows 7 / 8 ) - If running, the Microsoft Outlook must be stopped on computers before installing OTC PC - Previously, Microsoft Visual Studio Tools must be installed on Computer where MS Outlook is running The minimum version required is VSTOR The version is available from the Microsoft web site: - The OTC PC installation package OpenTouchConnection-2.0.0xx.000.msi, is available in the DVD OT core Copyright 2014 Alcatel-Lucent. All rights reserved page 9/27

10 Note: A control is performed during OTC PC installation on client computer. A warning message is displayed if MS Outlook is running Software Overview List of processes: icommunicator.exe abers.exe software core Nomadic mode rtp stack in charge of TRP flow ( voice and video ) List of services: MyICService.exe plugin for outlook connection Registry: HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Alcatel\MPC\Deployment HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Alcatel\MPC\Server Traces & log setting Installation Debug mode OpenTouchConnection.msi/l*c c:\log\installog.txt Logs \log\installog.txt Registry Location server HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Alcatel\MPC\Server Log setting Start Configuration Right click on OTCt to open Options window Copyright 2014 Alcatel-Lucent. All rights reserved page 10/27

11 In the Options windows click General. Under Logging, select the Turn on logging. Click OK. Results %appdata%\alcatel\mpc\log4net.xml (<level value="all/off" ) %appdata%\alcatel\mpc\log4cxx.xml (<level value="all/off" ) ALLUSERS\Alcatel-Lucent\MPC\log4service.xml (<level value="all/off" ) %appdata%\alcatel\mpc\ua.cnf (TraceLevel none/all) %appdata%\alcatel\mpc\outlookextension-log.xml (<level value="all/off" ) %appdata%\alcatel\mpc\myic_outlook.xml (<level value="all/off" ) And %appdata%\alcatel\mpc\generaloptions.xml (<Option key="logging_enabled". value="true/false" /> ) Data collection The otct log files will be gathered up and stored in the %tmp%\alcatel-lucent\mpc\ folder and can be sent to otct support team. You can use Save log files button in Options window for automatic compress the all gathered logs to zip file. Logs %temp%alcatel-lucent\mpc Copyright 2014 Alcatel-Lucent. All rights reserved page 11/27

12 Auto Update Add registry key MSI_LOG with value 1 Traces %appdata%alcatel\mpc\update_otc_msi.log Wireshark SSL decoding Private key OT server /usr/muxer/rsa.<ot fqdn>.key.pem SSL decoding / edit / preferences / protocol: select SSL protocol Copyright 2014 Alcatel-Lucent. All rights reserved page 12/27

13 2.1.4 Outlook-Addins Enable / Disable Addins Files-> Options> Add-ins Manage COM Add-ins Add-ins : AlcatelLucentOutlook2010Extension Logs Setting outlookextensions-log.xml level value = debug Log files outlookextension.log et outlookpluggin.log Copyright 2014 Alcatel-Lucent. All rights reserved page 13/27

14 3 OTC Middleware 3.1 Aim of this tool This tool has been designed to analyze middleware logs from the clients Log files ( OTC PC, OTC ipad, OTC Android, OTC Web ) ex: otcpc.log for OTCv client, otc web raw console 3.2 Activation With a Chrome application shortcut "C:\Program Files (x86)\google\chrome\application\chrome.exe" --app=c:\loganalyzer\loganalyzer.html 3.3 OTC PC logs Select %temp%\alcatel_lucent\opentouchconversation\otcpc.log and click View logs Copyright 2014 Alcatel-Lucent. All rights reserved page 14/27

15 3.4 Filtering Time range Select line with a double click Line is tagged with a green flag Events & Calls Events Emitted by Middleware Line contents _EVENT with yellow backgroup Calls Calls from client to middleware Line contents _API with blue background Copyright 2014 Alcatel-Lucent. All rights reserved page 15/27

17 4.2 Debugging Use debugger console of the browser Chrome Shift+Ctrl+j or Tools > Console Java Script Firefox Shift+Ctrl+j or Web Development > Web Console IE10 F12 Log with Midleware analyzer 4.3 Cache issue Clean the browser cache to be sure data stored from the server and not from the computer Copyright 2014 Alcatel-Lucent. All rights reserved page 17/27

18 5 Conferencing plug-in 5.1 Installation process Package Download package MTConfAddin2010Setup.msi Version Software Overview Dll and.exe are stored in the folder : %appdata%\alcatel-lucent\my Teamwork\Outlook Conference Scheduling Add-in 5.2 Debugging WebClient Acces: server/webclient Copyright 2014 Alcatel-Lucent. All rights reserved page 18/27

21 6 IBM Lotus Notes Integration 6.1 OTC service Service running after installation of OTCt Service check-up Result Logs - Stop the Alcatel Lucent OpenTouch Connection Service service - Open properties window of the Alcatel Lucent OpenTouch Connection service service - Enter traces as startup parameters and then click on the start button. Copyright 2014 Alcatel-Lucent. All rights reserved page 21/27

22 A _MyICService.txt file is then generated under C: open this file C:\WINDOWS\TEMP\ ----> trace file service.log under C:\WINDOWS\TEMP\ Alcatel- Lucent\MPC C:\Documents and Settings\LocalService\Application Data --> log4service.xml sous Alcatel/MPC modify level value level value="debug Start service Path for log configuration files is %allusersprofile% File for traces : service.log Copyright 2014 Alcatel-Lucent. All rights reserved page 22/27

23 6.2 OTCt Logs Service running after installation of OTCt Start Loggin mode thru OTCT option panel: 6.3 Notes Plug-in File C:\Program Files\IBM\Lotus\Notes\Data\workspace\.config\ rcpinstall.properties Modify line: com.alcatel_lucent.ice.ics.lotus.extensions.level=finest Traces Files\IBM\Lotus\Notes\Data\workspace\logs Copyright 2014 Alcatel-Lucent. All rights reserved page 23/27

24 7 IBM Sametime Integration 7.1 Installation Manual integration After OTCt Installation, perform a first install to generate the deployment file Go to %appdata%/alcatel/mpc and edit file deployement.xml Modify lines applicationmode and communicationclient : <?xml version="1.0" encoding="utf-8"?> <deploymentinfos xmlns:xsi=" <applicationmode value="integrated" /> <communicationclient value="st" /> <extensionsoutlook value="true" /> <extensionsnotes value="true" /> <allowusermodifications value="true" /> <sipuserauthorization value="true" /> </deploymentinfos> Automatic integration Use the command line : C:\>msiexec /i OpenTouchConnection.msi SERVER_LOCATION="FQDN OpenTouch" APPLICATIONMODE="INTEGRATED" COMMUNICATIONCLIENT="ST" 7.2 OTCt service See Notes Interation 7.3 RCP Plug-in Folder %appdata%\lotus\sametime\.config\rcpinstall.properties ( ST connect ) or /appdata/local/lotus Copyright 2014 Alcatel-Lucent. All rights reserved page 24/27

25 or C:\Program Files\IBM\Lotus\Notes\Data\workspace\.config \rcpinstall.properties ( ST embedded ) com.alcatel.sametime.myicplugin.level=finest Log in log sametime ou %appdata%lotus\sametime/logs or../appdata/local/lotus/sametime/.config 7.4 OTCt Logs See Notes Integration 8 Lync Integration 8.1 Installation Manual Integration After OTCt Installation, perform a first install to generate the deployment file Go to %appdata%/alcatel/mpc and edit file deployement.xml Modify lines applicationmode and communicationclient : <?xml version="1.0" encoding="utf-8"?> <deploymentinfos xmlns:xsi=" <applicationmode value="integrated" /> <communicationclient value="lync" /> <extensionsoutlook value="true" /> <extensionsnotes value="true" /> <allowusermodifications value="true" /> <sipuserauthorization value="true" /> </deploymentinfos> Automatic integration Use the command line : C:\>msiexec /i OpenTouchConnection.msi SERVER_LOCATION="FQDN OpenTouch" APPLICATIONMODE="INTEGRATED" COMMUNICATIONCLIENT="LYNC" Copyright 2014 Alcatel-Lucent. All rights reserved page 25/27

26 8.1.3 Installation issue Manual installation is not possible currently due to lack of some registry keys not updated Make call doesn t work from contact Use automatic installation 8.2 OTCt Logs See Notes Integration 8.3 OTC service See Notes Integration Copyright 2014 Alcatel-Lucent. All rights reserved page 26/27

27 Follow us on Facebook and Twitter Stay tuned on our Facebook and Twitter channels where we inform you about: New software releases New technical communications AAPP InterWorking Reports Newsletter Etc. twitter.com/aluenterprisecare facebook.com/alecustomercare Submitting a Service Request Please connect to our eservice Request application. Before submitting a Service Request, make sure that: In case a Third-Party application is involved, that application has been certified via the AAPP You have read through the Release Notes which lists new features available, system requirements, restrictions etc. available in the Technical Documentation Library You have read through the Troubleshooting Guides and Technical Bulletins relative to this subject available in the Technical Documentation Library You have read through the self-service information on commonly asked support questions, known issues and workarounds available in the Technical Knowledge Center - END OF DOCUMENT - Copyright 2014 Alcatel-Lucent. All rights reserved page 27/27