BCM50 Rls 3.0 Unified Messaging Outlook 2007

[DBrewsky]

Ok. Have a funky one.

BCM50 Rls 3.0 with Unified Messaging (5.00.41.154) installed on a clients machine, XP SP3, Outlook 2007 (32-bit).

It installs just fine but when we go and open the message, the call pilot player comes up momentarily then closes and we get an error: Cannot Open This Item.

I tried rebooting, no luck.. I have tried uninstalling/reinstalling the software with no luck. I verified that Business Contact Manager is not installed. I have tried to send messages to the customers Inbox rather than the Call Pilot folder, no luck.

CRAP! Ideas?


Thanks!


AzBrewsky

--DB

 

[telcodog]

Have you tried running the CPTrace? It can help identify problems with the audio player.

CPTrace
You can use CPTrace to collect information about problems with any of the desktop clients that
run CallPilot. You save this information to a log file that you can analyze to determine the cause of
the problem.

Problems you can look for include:
• trouble connecting to the Business Communications Manager system
• CallPilot player problems
• address book problems
• problems with message compose, reply, forward, delete and notification

To use CPTrace, you must understand Unified Messaging functionality and the corresponding
components on the IMAP server.
CPTrace.exe is installed with each desktop client in the \Program Files\Nortel\<client directory>:
• for Microsoft Outlook, in nmdc
• for Lotus Notes, in nmin
• for GroupWise, in nmgw

Using CPTrace
To use CPTrace, double-click the CPTrace.exe in the corresponding desktop client directory.
Note: Running CPTrace affects how CallPilot works. It is possible that you will not be
able to reproduce problems while CPTrace is running.

Chapter 4 Troubleshooting 85
Unified Messaging Configuration Guide
CPTrace settings
The CPTrace settings are stored in the Windows registry. The existing settings are used each time
you run CPTrace.

Table 2 CPTrace Settings
CPTrace Settings Descriptions
IMAP/SMTP Logs all IMAP/SMTP traffic
Desktop client Logs internal Outlook, Lotus Notes and GroupWise traffic
Audio Player Logs Audio player traffic
File File writes logs to a file. Check this box and type a file name and
extension to maintain the log. You can include a directory path such
as c:\my player. When you close CPTrace with the File check box
selected, the Desktop client continues to write information to the file
selected. This slows down the Desktop operation slightly.
The log file never gets larger than 1MB. When the file size reaches
1MB, 10 percent of the file is purged, starting with the oldest data.
If you select the File check box and close CPTrace, you receive a
warning that File tracing is still enabled and you are asked whether
you want to leave file tracing on. Click Yes to leave file tracing enabled.
Window Window writes logs to the display window.
Erase Erase deletes the log file from the directory you defined for it. A
message appears that asks you to confirm the deletion.
Clear Clears the display window
Save A Save As dialog box appears that you can use to save the trace to a
text file. The default file name is CPTrace.txt. This file is stored in a
temporary directory.
Always on top Check this box to keep the CPTrace tool on top of other windows.

 

[TShinn]

I ran cptrace on the computer that AzBrewski described, tried opening a message, and this is what I got. Can anyone tell me the cause of the problem and where to go for a solution, from this information?

10:27:59:890 - CallPilot 05.00.41.154, Copyright 2011 Avaya Inc. All Rights Reserved
10:28:08:703 [4080, nrm, Common] - CIMAPServer::RegisterDataCallback <47ea970:13f3f8>
10:28:08:718 [4080, nrm, Common] - CIMAPServer::UnregisterDataCallback <47ea970:13f3f8>
10:28:08:734 [6824] - CBaseForm::CBaseForm
10:28:08:750 [6824] - CBaseForm::QueryInterface
10:28:08:765 [6824] - CBaseForm::AddRef <1>
10:28:08:781 [6824] - CBaseForm::Release <1>
10:28:08:812 [6824] - CBaseForm::QueryInterface
10:28:08:875 [6824] - CBaseForm::QueryInterface
10:28:08:937 [6824] - CBaseForm::QueryInterface
10:28:08:984 [6824] - CBaseForm::QueryInterface
10:28:09:031 [6824] - CBaseForm::AddRef <1>
10:28:09:046 [6824] - CBaseForm::AddRef <2>
10:28:09:062 [6824] - CBaseForm::QueryInterface
10:28:09:078 [6824] - CBaseForm::QueryInterface
10:28:09:093 [6824] - CBaseForm::QueryInterface
10:28:09:109 [6824] - CBaseForm::Release <2>
10:28:09:140 [6824] - CBaseForm::QueryInterface
10:28:09:171 [6824] - CBaseForm::AddRef <2>
10:28:09:203 [6824] - CBaseForm::QueryInterface
10:28:09:218 [6824] - CBaseForm::AddRef <3>
10:28:09:234 [6824] - CBaseForm::Release <3>
10:28:09:250 [6824] - CBaseForm::QueryInterface
10:28:09:265 [6824] - CBaseForm::AddRef <3>
10:28:09:281 [6824] - CBaseForm::QueryInterface
10:28:09:296 [6824] - CBaseForm::AddRef <4>
10:28:09:312 [6824] - CBaseForm::QueryInterface
10:28:09:343 [6824] - CBaseForm::Load
10:28:09:375 [6824] - CBaseForm::HrGetMsgDataFromMsg
10:28:09:406 [6824] - CBaseForm::GetMsgAdrlist
10:28:09:437 [6824] - CBaseForm::QueryInterface
10:28:09:468 [6824] - CBaseForm::SetViewContext
10:28:09:500 [6824] - CBaseForm::QueryInterface
10:28:09:531 [6824] - CBaseForm::QueryInterface
10:28:09:546 [6824] - CBaseForm::QueryInterface
10:28:09:562 [6824] - CBaseForm::AddRef <5>
10:28:09:578 [6824] - CBaseForm::AddRef <6>
10:28:09:593 [6824] - CBaseForm::QueryInterface
10:28:09:609 [6824] - CBaseForm::QueryInterface
10:28:09:625 [6824] - CBaseForm::AddRef <7>
10:28:09:640 [6824, nrm, Common] - CBaseForm::Invoke DISPID not supported <fff> <3>
10:28:09:656 [6824] - CBaseForm::QueryInterface
10:28:09:671 [6824] - CBaseForm::QueryInterface
10:28:09:687 [6824] - CBaseForm::QueryInterface
10:28:09:703 [6824] - CBaseForm::QueryInterface
10:28:09:718 [6824] - CBaseForm::SetViewContext
10:28:09:734 [6824] - CBaseForm::QueryInterface
10:28:09:765 [6824] - CBaseForm::AddRef <8>
10:28:09:812 [6824] - CBaseForm::QueryInterface
10:28:09:859 [6824] - CBaseForm::QueryInterface
10:28:09:906 [6824] - CBaseForm::QueryInterface
10:28:09:921 [6824] - CBaseForm::AddRef <9>
10:28:09:937 [6824] - CBaseForm::Release <9>
10:28:09:953 [6824] - CBaseForm::QueryInterface
10:28:09:968 [6824] - CBaseForm::AddRef <9>
10:28:09:984 [6824] - CBaseForm::QueryInterface
10:28:10:000 [6824] - CBaseForm::AddRef <10>
10:28:10:015 [6824] - CBaseForm::Release <10>
10:28:10:031 [6824] - CBaseForm:oVerb
10:28:10:062 [6824, nrm, DM_Exchg] - CBaseForm::HrOpenForm()
10:28:10:093 [6824, nrm, Common] - CNortelComponent::IsThereCoverPage()
10:28:10:125 [6824, nrm, Common] - CNortelComponent::GetCoverPageComponent()
10:28:10:171 [6824, nrm, DM_Exchg] - CBaseForm::HrShowMessage()
10:28:10:203 [6824] - CBaseForm::AddRef <10>
10:28:10:265 [6824, nrm, Common] - CMessageContent::OnItemChanged()
10:28:10:296 [6824, nrm, Common] - CPlayerForm::OnSize() - m_cPlayer is not created yet.
10:28:10:328 [6824, nrm, Common] - CPlayerForm::OnSize() - m_cPlayer is not created yet.
10:28:10:343 [6824, nrm, Common] - CPlayerForm::OnSize() - m_cPlayer is not created yet.
10:28:10:359 [6824, nrm, Common] - CPlayerForm::OnSize() - m_cPlayer is not created yet.
10:28:10:375 [6824, nrm, Player] - CPlayerControl:ut_volumeLevel(-1)
10:28:10:390 [6824, nrm, Player] - CPlayerControl:ut_speedLevel(3)
10:28:10:406 [6824, nrm, Player] - CPlayerControl::SetFrameWindow()
10:28:10:421 [6824, nrm, Player] - CPlayerControl::SetPlaybackType(0): Manual = 0
10:28:10:437 [6824, nrm, Player] - CPlayerControl::SetAudioFile(): eAFState = 8
10:28:10:453 [6824, nrm, Player] - CPlayerControl::IsFakeVBK(): chCheck != '*' - NOT a fake VBK
10:28:10:484 [6824, nrm, Player] - CPlayerControl:ut_clientType(0)
10:28:10:515 [6824, nrm, Player] - CPlayerControl::SetConfiguration(): lConfiguration = 5670872
10:28:10:546 [6824, nrm, Common] - CIMAPServer::RegisterDataCallback <30d3280:2d7b4d0>
10:28:10:562 [6824, nrm, Common] - CIMAPServer::RegisterStatusCallback <30d2df0:2d7b4d0>
10:28:10:578 [6824, nrm, Player] - CPlayerControl::ShowPlayer(0)
10:28:10:593 [6824, nrm, Player] - CPlayerControl::InitSliders(): bShowToolTip = 1
10:28:10:609 [6824, nrm, Player] - CVolumeOut::AddVolumeOut()
10:28:10:625 [6824, nrm, Common] - CVolumeOut::EnableLine(): Enabling Line: Line control "Mute"(0x20010002) has been set to 0.
10:28:10:656 [6824, nrm, Common] - CCPWinMessenger::IsPresent(): Present
10:28:10:687 [6824, nrm, Common] - CCPMCSClient::IsPresent(): Not Present
10:28:10:718 [6824, nrm, Common] - CAddressCtrl::~CAddressCtrl()
10:28:10:750 [6824, nrm, Common] - CAddressCtrl::~CAddressCtrl()
10:28:10:765 [6824, nrm, Common] - CAddressCtrl::~CAddressCtrl()
10:28:10:781 [6824, nrm, Common] - CAddressCtrl::~CAddressCtrl()
10:28:10:812 [6824, nrm, Player] - CPlayerControl::OnDestroy()
10:28:10:843 [6824, nrm, Player] - CComputerPlayer::Stop(bEOF = 0, bUIUpdate = 1, Streaming = 0): msg UID = 0
10:28:10:875 [6824, nrm, Common] - CIMAPServer::UnregisterDataCallback <30d3280:2d7b4d0>
10:28:10:890 [6824, nrm, Common] - CIMAPServer::UnregisterStatusCallback <30d2df0:2d7b4d0>
10:28:10:906 [6824, nrm, Player] - CPlayerControl::~CPlayerControl()
10:28:10:921 [6824, nrm, Player] - CComputerPlayer::Stop(bEOF = 1, bUIUpdate = 0, Streaming = 0): msg UID = 0
10:28:10:937 [6824, nrm, Common] - CAudioPlayer::CanProceed(): Failed - Configuration Object == NULL
10:28:10:953 [6824, nrm, Player] - CTelsetPlayer::CanProceed(): Can not STOP - Player is in Init state
10:28:10:968 [6824, nrm, Player] - CComputerPlayer::Stop(bEOF = 0, bUIUpdate = 1, Streaming = 0): msg UID = 0
10:28:10:984 [6824, nrm, Player] - CVolumeOut::RemoveVolumeOut()
10:28:11:000 [6824, nrm, Common] - CMMPlayer::~CMMPlayer()
10:28:11:015 [6824, nrm, DM_Exchg] - CBaseForm::ShutdownForm(): ulSaveOptions = 1, m_state = 1
10:28:11:031 [6824] - CBaseForm::AddRef <11>
10:28:11:046 [6824] - CBaseForm::HrQuerySave
10:28:11:078 [6824] - CBaseForm::IsDirty
10:28:11:109 [6824, nrm, DM_Exchg] - CBaseForm::CloseGUI(): Save Option 1
10:28:11:156 [6824] - CBaseForm::QueryInterface
10:28:11:203 [6824] - CBaseForm::QueryInterface
10:28:11:250 [6824] - CBaseForm::Release <11>
10:28:11:281 [6824] - CBaseForm::GetLastError
10:28:11:312 [6824] - CBaseForm::QueryInterface
10:28:11:343 [6824] - CBaseForm::GetLastError
10:28:11:359 [6824, nrm, DM_Exchg] - CBaseForm::ShutdownForm(): ulSaveOptions = 1, m_state = 5
10:28:11:375 [6824] - CBaseForm::Release <10>
10:28:11:390 [6824] - CBaseForm::Release <9>
10:28:11:406 [6824] - CBaseForm::Release <8>
10:28:11:421 [6824] - CBaseForm::Release <7>
10:28:11:437 [6824] - CBaseForm::Release <6>
10:28:11:453 [6824] - CBaseForm::Release <5>
10:28:11:484 [6824] - CBaseForm::Release <4>
10:28:11:531 [6824] - CBaseForm::Release <3>
10:28:11:578 [6824] - CBaseForm::Release <2>
10:28:11:609 [6824] - CBaseForm::Release <1>


Thanks

 

[3Sixty]

Hi,

Have you got the following patch installed on your BCM 50 BCM050.R300.SU.System-259. If not I would suggest you install this patch and then reinstall the application.

Thanks,
Colin

http://www.3sixtynetworks.com

 

[TShinn]

I checked software update history and found that the last update was SU 270 with SU.Desktop 265. I do not see System 259 having been done.

Don't the newer updates contain all the patches from the old updates?
Would it help the problem to install SU259 even though there are newer updates on this system?

Thanks