Initial Check List

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Troubleshooting Checklist

Problem Summary General checklist to start troubleshooting issue with Remote Expert Mobile
Error Message N/A
Possible Cause N/A
Recommended Action
  • Has the SDK been embedded in consumer webpage / app?

To include assist SDK to consumer app, assist.js script should be included example is below:

<script src="https://assist-server-address-and-port/assistserver/sdk/web/consumer/assist.js"></script>

  • Is the correct API call is being made for start assist call?

 Below is an example code to start an assist session:

 onclick="AssistSDK.startSupport({destination : ‘queue', url : 'https://assist-server-address-and-port})"

  • Check console logs for any error message.
  • Can you see the connection hitting the Cisco App Server?
  • Check Server Logs 

Below is an example of successful CONNECT with App Server:

2015-01-29 17:40:55,465 DEBUG [com.alicecallsbob.porth.gateway.http.GatewayWebsocketServlet] (http-connector-threads - 604) | Text Frame Received: {"type":"CONNECT","callId":"BG-30d51da8-0976-4be6-8715-caebe1796b8e","remoteAddress":"agent1"}
2015-01-29 17:40:55,468 DEBUG [com.alicecallsbob.porth.gateway.http.HandlerFactory] (pool-20-thread-3) | create handler for browser/type -

Below is an example of attempt being made to call agent:

2015-01-29 15:50:36,205 DEBUG [] (pool-20-thread-4) | Creating sip call for:


Remote Expert Mobile

Associated CDETS #


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