Known Issues: A single PC/MAC in the environment has issues with CUPC

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Cisco CUPC Support for a single PC/MAC in the environment that is not behaving as expected when the other workstations are behaving as expected may be limited. Standard TAC process to move this issue forward is below.

If a single user in the environment has the CUPC product installed on their workstation and is having problems. If the CUPC product behavior is not as expected when other users in the environment using the same hardward/software as the initial user but do not have issue on their workstation.

This normally means there is a third party product on their workstation is competing for resources with CUPC. Sometimes the CUPC will lose the competition which will cause the end user workstation to kill the CUPC application. Restarting CUPC or rebooting the workstation is the only way to correct the problem.

The Best Way to test this is to take a user who is not having an issue and attempt to log them into the workstation with their CUPC credentials to see if the issue stays on the workstation or moves as the user moves. In Example take the user who is having the issue move their credentials to a workstation that is not having any CUPC access problems and see if they can gain access to the CUPC application. This should tell us if the problems are staying with the workstation or moving with the user.

If the issue is specific to the PC we have a constantly building list of third party applications to look at that will cause issues with the CUPC application:

Known Problems with CUPC when running one of the Third party applications below:

Dell Embassy Trust Suite
Billback NPC (Network Print Control)
Columbia Soft Document Loader
Power Toys (Task switcher "taskswitch.exe")
Hydravision
TopDesk
Kaspersky
Microsoft Intellipoint mouse software"ipoint.exe"
WindowsBlinds
Certificate Issued by/to "Not Available" (you can check that on the certificate management on the Browser)
Certain drivers for the Lenovo docking station.
Microsoft Forefront Client (Threat Management Gateway) TMG

This list is still growing as Microsoft and Third Party products expand daily.

Sometimes it is a good idea to take a look at a workstation that is not having the issue and perform a stare and compare against some of the third party applications that are running on the box with the problem. Compare them against the third party applications on the workstation with the problem and stop all of them until the CUP Client works as expected on the workstation. Begin to turn applications back on one at a time until the CUPC application breaks. Again in which case please let Cisco know which application was creating the issue and we will add it to the list above.

If after removing the any of the software applications from the list above and there is still an issue Cisco TAC will recommend you re-build the personal workstation and when a bare bones Operating System is installed then install the CUPC to confirm it functions as expected.
At this point begin to reload any third party applications one at a time and retest the CUPC and confirming functionality after each re-installation of a third party application.

When the misbehaving application is discovered please let Cisco know and we can add it to the list above to assist other users in the future.

Currently Cisco is not testing CUPC against all known Microsoft/Third party applications so we post these as they become known in the user communities.

ucis-info@cisco.com 17 June 2011

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