In today's post, I'm going to cover an important Microsoft update plus share with you a few troubleshooting tips for CIC Client.
A change in Microsoft certificates after January 30, 2016 affects Windows 2008 R2 and Windows 7 systems running Interactive Intelligence products that use the QoS driver, causing certificate errors after product installation and again upon system reboots, as well as Windows Security messages. This issue affects customers upgrading Windows 2008 R2 and Windows 7 systems to CIC 2016 R2 or later, CIC 2016 R1 Patch7 or later, CIC 2015 R4 Patch13 or later, or CIC 2015 R3 Patch19 or later.
Please see KB article for a list of the affected installs, errors that may be seen, and steps to avoid encountering install problems.
CIC Troubleshooting Tips
It is inevitable that users will report problems using their Interaction Client/Desktop/etc. software. These problems will be more easily and quickly resolved if usable and accurate information about them can be collected for analysis. Here are a few tips to help gather information about user-reported problems:
- Windows Steps Recorder – This troubleshooting tool is built into recent version of Microsoft Windows and allows a user to record the steps to reproduce an issue. The recorded output can be saved as a ZIP file and then sent to you. It includes screenshots, descriptions of user actions, timestamps, etc.
- Interaction Desktop “Report a problem” – This is a feature of the Interaction Desktop that allows users to report an issue that they are currently experiencing. It copies a screenshot and client logs over to a folder on the CIC server and sends a notification email to the specified address.
- ProblemReporterPath (optional server parameter) – by default, the client files are copied to the CIC server in the path ..\I3\IC\ProblemReporter\<CIC client user name>. This path can be modified by adding this server parameter and specifying the desired location.
- Problem Reporter Email address – In Interaction Administrator, browse to System Configuration, Problem Reporter and enter the email address to which problem report notifications should be delivered.
- Client software logging – The trace level for client logs will often need to be turned up higher than the defaults for troubleshooting purposes. This can be accomplished using the ININ Tracing Configuration utility on the client workstation. The path to this utility will be something like C:\Program Files (x86)\Interactive Intelligence\ININ Trace Initialization\inintraceconfig-w32r-5-0.exe
By default, trace logs will be written to C:\Windows\Temp\inin_tracing\<date> but in some cases (usually due to permissions) the default path doesn’t work. In this case, run the utility as administrator, then select Tools, Set Trace Root Path…, and set the path to which logs should be written (possibly something like C:\Users\<username>\Documents\Logs).
I hope these tips are helpful! Please reach out if you have any questions.