Troubleshooting CUPC pulling detail logs without logging into the application

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Contents

Introduction

How to turn on Enabled Detailed Logging from the CUPC when the CUPC application will not come on line and pull the PRT logs.

Configuration

1. Make sure CUPC.exe and CUCSF.exe are not running

2. Delete all the current log files located in the two locations below:

   C:\Users\<user>\AppData\Local\Cisco\Unified Communications\Cucimoc\Logs 
C:\Users\<user>\AppData\Local\Cisco\Unified Communications\Client Services Framework\Logs

3. Edit userData.properties file so logging is set to debug.

Locations:

On an XP box:
C:\Documents and Settings\<userID>\Application Data\Cisco\Unified Communications\Client Services Framework\Config\userData.properties

On a Windows7 box:
C:\Users\<UserID>\AppData\Roaming\Cisco\Unified Communications\ Client Services Framework\Config\userData.properties

Change the parameter CcClient-CUPCDetailedLogging=False to be CcClient-CUPCDetailedLogging=True.

4. Recreate the problem.

5. Create a Problem Report via Start --> Programs --> CUPC 8 --> Create Problem Report.


Create Problem Report

Create Problem Report can be done in one of 2 ways.

To launch the Problem Report Tool (PRT), execute ProblemReportingTool.exe.

Start -> Run -> "C:\Program Files\Common Files\Cisco Systems\Client Services Framework\prt\ProblemReportingTool.exe"

-or-

Start -> All Programs -> CUPC 8 -> Create Problem Report.

Footnotes for applying these changes

Complexity (1 to 3 rating, where 1 is trivial, 3 advanced):
Level 2. You will need to be comfortable making and remvong changes in a configuration file.

Business Impact (none, service restart, to outage required):
None. This change is specific to an individual PC and you can always load the file if needed.

Potential Dangers or Warnings:
None. But to be on the safe side you should make a copy of userData.properties file and call it userData.properties.orig in case you need to replace the file.

Related Information

Where the userData.properties file is located:
Windows XP
C:\Documents and Settings\knicgabh\Application Data\Cisco\Unified Communications\Client Services Framework\Config\userData.properties

Windows 7
C:\Users\<UserID>\AppData\Roaming\Cisco\Unified Communications\Client Services Framework\Config\userData.properties


ucis-info@external.cisco.com 5 July 2011

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