NICE 8,9 Screen "Reporter" (Logger"

[codenerd100]

We've just installed ver 8.9 Universe. After working for a few days suddenly we cannot record any screens. When choosing an Agent in "Monitor" you get the error "No Screen Resources available. Would you like to listen to voice only?" In the Channel Server app on our CLS, when trying to monitor a screen as mentioned earlier, there is a log entry saying something similar to: "SCREEN_Control_Monitor: No screen available because IP address: could not be found (or) is not available (or) was not sent" (or something similar stating it can't determine the IP of the workstation it's trying to record).
It's puzzling because we previously were getting screens but screen recording just stopped in its tracks. NICE Techs has been combing over our systems every day, with no results yet.
Any suggestions? Please?
Thanks in advance.

 

[AlmostMe]

Sounds like the screen agent on the workstation isn't registering with the CLS.

Have you upgraded screen agent to v 8.80.09.17 (that is what I am currently using for 8.9 CLS solutions)?

First thing to check is that the screenagent process is running on the workstation.

Second is what authentication are you using? If O/S login ID have you put the right login id into Nice Administrator? If using agent id or extension check this setting equates to what you have in Nice Administrator and in the registry of the Nice Agent.

Few other things to try but those should get you started, if still having problems repost.

 

[evercraft]

Couple of suggestions, first look in the monitor application under resource and make sure that you have resources set aside to monitor screens.

If you explorer to c:\nicecti\bin\ you will find an app called tester.exe. Open this application and look under maintenance for universal agent login, once selected click the refresh button at the bottom of the window that appears. In the window you will see all of the agents that are logged in with the IP of the workstations that have resgistered with screen agent. If you do not see that agent your looking for in there then you have a problem with the screen agent on the workstation.