Troubleshooting Guide Alcatel-Lucent OpenTouch R2.0

27 Pages·2014·1.45 MB·English

Troubleshooting Guide Alcatel-Lucent OpenTouch R2.0

TG0075 ed.01 Release 2.0 onwards

O T C W
PEN OUCH LIENT FOR INDOWS
T S G
ROUBLE HOOTING UIDE

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.
Table of contents
1 OpenTouch Conversation ( OTCv PC) ....................................................................................................... 4
1.1 Installation process ........................................................................................................................... 4
1.1.1 Prerequesites .............................................................................................................................. 4
1.1.2 Permissions ................................................................................................................................ 5
1.1.3 Software Overview ...................................................................................................................... 5
1.1.4 Installation problem .................................................................................................................... 5
1.1.4.1 Service Contact could not be installed ................................................................................................. 5
1.1.4.2 ContactsService.exe needs to be modified ............................................................................................ 5
1.1.4.3 Could not access VBScript run time ...................................................................................................... 6
1.1.4.4 Cache issue........................................................................................................................................ 6
1.1.5 Traces & Log setting ................................................................................................................... 6
1.1.5.1 Installation......................................................................................................................................... 6
1.1.5.2 Synchro outlook ................................................................................................................................. 7
1.1.5.3 Log Web Service for contact ................................................................................................................ 7
1.1.5.4 Buddy list .......................................................................................................................................... 8
1.1.5.5 Debug ............................................................................................................................................... 9
2 OpenTouch Connection ( OTCt PC ) ......................................................................................................... 9
2.1 Installation process ........................................................................................................................... 9
2.1.1 Prerequisites ............................................................................................................................... 9
2.1.2 Software Overview .................................................................................................................... 10
2.1.3 Traces & log setting .................................................................................................................. 10
2.1.3.1 Installation........................................................................................................................................10
2.1.3.2 Log setting........................................................................................................................................10
2.1.3.3 Auto Update ......................................................................................................................................12
2.1.3.4 Wireshark .........................................................................................................................................12
2.1.4 Outlook-Addins ......................................................................................................................... 13
2.1.4.1 Enable / Disable Addins ......................................................................................................................13
2.1.4.2 Logs .................................................................................................................................................13
3 OTC Middleware .................................................................................................................................... 14
3.1 Aim of this tool ............................................................................................................................... 14
3.2 Activation ....................................................................................................................................... 14
3.3 OTC PC logs ................................................................................................................................... 14
3.4 Filtering .......................................................................................................................................... 15
3.4.1 Time range ............................................................................................................................... 15
3.4.2 Events & Calls ........................................................................................................................... 15
4 OTC WEB ............................................................................................................................................. 16
4.1 ACS Configuration ........................................................................................................................... 16
4.2 Debugging ...................................................................................................................................... 17

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4.3 Cache issue .................................................................................................................................... 17
5 Conferencing plug-in ............................................................................................................................. 18
5.1 Installation process ......................................................................................................................... 18
5.1.1 Package ................................................................................................................................... 18
5.1.2 Version..................................................................................................................................... 18
5.1.3 Software Overview .................................................................................................................... 18
5.2 Debugging ...................................................................................................................................... 18
5.2.1 WebClient................................................................................................................................. 18
5.2.2 Setup logs from client ............................................................................................................... 19
6 IBM Lotus Notes Integration .................................................................................................................. 21
6.1 OTC service .................................................................................................................................... 21
6.1.1 Service check-up ....................................................................................................................... 21
6.1.2 Logs ......................................................................................................................................... 21
6.2 OTCt Logs ...................................................................................................................................... 23
6.3 Notes Plug-in .................................................................................................................................. 23
7 IBM Sametime Integration ..................................................................................................................... 24
7.1 Installation ..................................................................................................................................... 24
7.1.1 Manual integration .................................................................................................................... 24
7.1.2 Automatic integration ................................................................................................................ 24
7.2 OTCt service ................................................................................................................................... 24
7.3 RCP Plug-in .................................................................................................................................... 24
7.4 OTCt Logs ...................................................................................................................................... 25
8 Lync Integration .................................................................................................................................... 25
8.1 Installation ..................................................................................................................................... 25
8.1.1 Manual Integration ................................................................................................................... 25
8.1.2 Automatic integration ................................................................................................................ 25
8.1.3 Installation issue ....................................................................................................................... 26
8.2 OTCt Logs ...................................................................................................................................... 26
8.3 OTC service .................................................................................................................................... 26

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1 OpenTouch Conversation ( OTCv PC)

1.1 Installation process

1.1.1 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 10.0.30319
The version is available from the Microsoft web site: http://www.microsoft.com/en-
us/download/details.aspx?id=42513
- 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.

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1.1.2 Permissions

 Write in < program files > folder
 Write in Registry base ‘HKeyLocalMachine’

1.1.3 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:
1.1.4 Installation problem

1.1.4.1 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

1.1.4.2 ContactsService.exe needs to be modified
Symptom:
During update process, user is prompt because a file (for example “ContactsService.exe”,

Alcatel-Lucent OpenTouch R2.0 - Release 2.0 onwards
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“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”

1.1.4.3 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: http://go.microsoft.com/?linkid=9804433

1.1.4.4 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 2.0.1

1.1.5 Traces & Log setting
1.1.5.1 Installation
Traces during installation are collected in the file %temp%/Alcatel-
Lucent/OpenTouchConversation/install.log

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Silent mode:
msiexec /qn /i “OpenTouchConversation.msi”

1.1.5.2 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
)

1.1.5.3 Log Web Service for contact
 Debug mode
%APPDATA%\AlcatelLucent\OpenTouchConversation/ContactServiceWSQt_log4cxx.properties
# Specify the default level for WSClientHelper logger

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log4j.logger.WSClientHelper=INFO, RollingFile
Replace INFO by DEBUG
 Logs
%temp%\ Alcatel-Lucent\OpenTouchConversation\log\ ContactsServiceWSQt.log

1.1.5.4 Buddy list

 Web Client

Acces: https://OT 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

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1.1.5.5 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
2.1.1 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 10.0.30319
The version is available from the Microsoft web site: http://www.microsoft.com/en-
us/download/details.aspx?id=42513

- The OTC PC installation package OpenTouchConnection-2.0.0xx.000.msi, is available in the DVD OT core

Alcatel-Lucent OpenTouch R2.0 - Release 2.0 onwards
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Note:
A control is performed during OTC PC installation on client computer. A warning message is displayed if MS
Outlook is running.

2.1.2 Software Overview

List of processes:
iCommunicator.exe software core
abers.exe 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

2.1.3 Traces & log setting
2.1.3.1 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

2.1.3.2 Log setting

 Start Configuration
Right click on OTCt to open “Options” window

Alcatel-Lucent OpenTouch R2.0 - Release 2.0 onwards
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