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Troubleshooting Guide Alcatel-Lucent OpenTouch R2.0

TG0075 ed.01 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

Alcatel-Lucent OpenTouch R2.0 - Release 2.0 onwards

Open Touch Client for Windows

Trouble Shooting Guide TG0075 ed.01

Copyright © 2014 Alcatel-Lucent. All rights reserved page 2/27

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





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





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.





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”,





“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

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





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





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

https://ot/





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 )


2.1.1 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

http://www.microsoft.com/en-us/download/details.aspx?id=42513

http://www.microsoft.com/en-us/download/details.aspx?id=42513





Note: A control is performed during OTC PC installation on client computer. A warning message is displayed if MS Outlook is running.


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





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





2.1.3.3 Auto Update

Add registry key MSI_LOG with value ‘1’

Traces

%appdata%Alcatel\MPC\update_otc_msi.log

2.1.3.4 Wireshark

SSL decoding

Private key

OT server

/usr/muxer/rsa.<OT fqdn>.key.pem

SSL decoding

/ edit / preferences / protocol: select SSL protocol





2.1.4 Outlook-Addins

2.1.4.1 Enable / Disable Addins

Files-> Options> Add-ins

Manage COM Add-ins

Add-ins : AlcatelLucentOutlook2010Extension

2.1.4.2 Logs

Setting

outlookExtensions-log.xml

level value = debug

Log files

outlookExtension.log et outlookPluggin.log





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





3.4 Filtering

3.4.1 Time range

Select line with a double click

Line is tagged with a green flag

3.4.2 Events & Calls

Events

Emitted by Middleware

Line contents “_EVENT” with yellow backgroup

Calls

Calls from client to middleware

Line contents “_API” with blue background





4 OTC WEB

4.1 ACS Configuration

Configure ACS for HTTPS

Acces thru WBM





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





5 Conferencing plug-in


5.1.1 Package

Download package MTConfAddin2010Setup.msi

https://yourserver/content/ENG-US/htdocs/buddies/downloadOutlook.html

5.1.2 Version


Dll and .exe are stored in the folder : %appdata%\Alcatel-Lucent\My Teamwork\Outlook Conference

Scheduling Add-in

5.2 Debugging

5.2.1 WebClient

Acces: https://OT server/webclient

https://yourserver/content/ENG-US/htdocs/buddies/downloadOutlook.html

https://ot/





5.2.2 Setup logs from client

Command : /gusers debug





6 IBM Lotus Notes Integration

6.1 OTC service

Service running after installation of OTCt

6.1.1 Service check-up

http:://localhost:8089/MyIC/get/page

Result

6.1.2 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.





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





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





7 IBM Sametime Integration

7.1 Installation

7.1.1 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="http://www.w3.org/2001/XMLSchema-instance">

<applicationMode value="INTEGRATED" />

<communicationClient value="ST" />

<extensionsOutlook value="true" />

<extensionsNotes value="true" />

<allowUserModifications value="true" />

<sipUserAuthorization value="true" />

</deploymentInfos>

7.1.2 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





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

8.1.1 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="http://www.w3.org/2001/XMLSchema-instance">

<applicationMode value="INTEGRATED" />

<communicationClient value="LYNC" />

<extensionsOutlook value="true" />

<extensionsNotes value="true" />

<allowUserModifications value="true" />

<sipUserAuthorization value="true" />

</deploymentInfos>

8.1.2 Automatic integration

Use the command line :

C:\>msiexec /i OpenTouchConnection.msi SERVER_LOCATION="FQDN OpenTouch"

APPLICATIONMODE="INTEGRATED" COMMUNICATIONCLIENT="LYNC"





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


8.3 OTC service






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