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Unable to start the Salesforce.com Office toolkit - one-X Portal for IP Office v8.1.93.40

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g18c

g18c

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Dear all, I have an issue with a clients Salesforce plugin, all of a sudden when they log in it says:

Error: Unable to start the Salesforce.com Office Toolkit. Please contact your Salesforce.com administrator to rectify this issue.

Everything was working but now does not. We have the same setup and version (one-X Portal for IP Office v8.1.93.40) working at a different client and also in our lab, these are OK - any ideas as to whats going on and how I can debug this without throwing $500 to Avaya support?

browser_connector.log from the Avaya Salesforce plugin CTI is below:

10/08/2013 10:37:22: CFirefoxEventHandler::OnUIRefresh
10/08/2013 10:37:22: CFirefoxEventHandler::OnConnectorShutdown
10/08/2013 10:37:22: CFirefoxEventHandler::UnregisterBrowserListener
10/08/2013 10:37:23: CBrowserConnectorModule::Start: Browser connector started.
10/08/2013 10:37:23: CShellEventHandler::AddNewBrowsers: Found 4 browsers.
10/08/2013 10:37:23: CIEEventHandler::InitialUpdatePage.
10/08/2013 10:37:23: CIEEventHandler::InitialUpdatePage: Looking at file:///C:/Program%20Files%20(x86)/Avaya/IP%20Office/Avaya%20IP%20Office%20Plug-in%20for%20Salesforce.com, C:\Windows\Explorer.EXE, Avaya IP Office Plug-in for Salesforce.com.
10/08/2013 10:37:23: CIEEventHandler::UpdatePage: file:///C:/Program%20Files%20(x86)/Avaya/IP%20Office/Avaya%20IP%20Office%20Plug-in%20for%20Salesforce.com.
10/08/2013 10:37:23: CIEEventHandler::UpdatePage: pDocument3.
10/08/2013 10:37:23: CIEEventHandler::UpdatePage: No IHTMLDocument3Ptr found; this is not an Internet Explorer window, so it will be ignored.
10/08/2013 10:37:23: CShellEventHandler::AddNewBrowsers: Added browser at URL file:///C:/Program%20Files%20(x86)/Avaya/IP%20Office/Avaya%20IP%20Office%20Plug-in%20for%20Salesforce.com.
10/08/2013 10:37:23: CIEEventHandler::InitialUpdatePage.
10/08/2013 10:37:23: CIEEventHandler::InitialUpdatePage: Looking at file:///C:/Program%20Files%20(x86)/Avaya/IP%20Office/Avaya%20IP%20Office%20Plug-in%20for%20Salesforce.com, C:\Windows\Explorer.EXE, Avaya IP Office Plug-in for Salesforce.com.
10/08/2013 10:37:23: CIEEventHandler::UpdatePage: file:///C:/Program%20Files%20(x86)/Avaya/IP%20Office/Avaya%20IP%20Office%20Plug-in%20for%20Salesforce.com.
10/08/2013 10:37:23: CIEEventHandler::UpdatePage: pDocument3.
10/08/2013 10:37:23: CIEEventHandler::UpdatePage: No IHTMLDocument3Ptr found; this is not an Internet Explorer window, so it will be ignored.
10/08/2013 10:37:23: CShellEventHandler::AddNewBrowsers: Added browser at URL file:///C:/Program%20Files%20(x86)/Avaya/IP%20Office/Avaya%20IP%20Office%20Plug-in%20for%20Salesforce.com.
10/08/2013 10:37:23: CIEEventHandler::InitialUpdatePage.
10/08/2013 10:37:23: CIEEventHandler::InitialUpdatePage: Looking at C:\Program Files (x86)\Internet Explorer\IEXPLORE.EXE, Call Center: Avaya IP Office Adapter for Salesforce ~ salesforce.com - Enterprise Edition.
10/08/2013 10:37:23: CIEEventHandler::UpdatePage: 10/08/2013 10:37:23: CIEEventHandler::UpdatePage: pDocument3.
10/08/2013 10:37:23: CIEEventHandler::UpdatePage: Looking for softphone.
10/08/2013 10:37:23: CIEEventHandler::UpdatePage: No softphone found.
10/08/2013 10:37:23: CIEEventHandler::UpdatePage: No hidden input on 10/08/2013 10:37:23: CShellEventHandler::AddNewBrowsers: Added browser at URL 10/08/2013 10:37:23: CIEEventHandler::InitialUpdatePage.
10/08/2013 10:37:23: CIEEventHandler::InitialUpdatePage: Looking at file:///C:/Program%20Files%20(x86)/Avaya/IP%20Office/Avaya%20IP%20Office%20Plug-in%20for%20Salesforce.com, C:\Windows\Explorer.EXE, Avaya IP Office Plug-in for Salesforce.com.
10/08/2013 10:37:23: CIEEventHandler::UpdatePage: file:///C:/Program%20Files%20(x86)/Avaya/IP%20Office/Avaya%20IP%20Office%20Plug-in%20for%20Salesforce.com.
10/08/2013 10:37:23: CIEEventHandler::UpdatePage: pDocument3.
10/08/2013 10:37:23: CIEEventHandler::UpdatePage: No IHTMLDocument3Ptr found; this is not an Internet Explorer window, so it will be ignored.
10/08/2013 10:37:23: CShellEventHandler::AddNewBrowsers: Added browser at URL file:///C:/Program%20Files%20(x86)/Avaya/IP%20Office/Avaya%20IP%20Office%20Plug-in%20for%20Salesforce.com.
10/08/2013 10:37:23: CBrowserConnectorModule::creating ff handler.
10/08/2013 10:37:23: CFirefoxEventHandler::CFirefoxEventHandler()
10/08/2013 10:37:23: CFirefoxEventHandler::RegisterBrowserListener
10/08/2013 10:37:23: CFirefoxEventHandler::RegisterBrowserListener, registered sfdcffeventhandler moniker
10/08/2013 10:37:23: CFirefoxEventHandler::ConnectToBrowser
10/08/2013 10:37:23: CFirefoxEventHandler::ConnectToBrowser, failed to lookup moniker
10/08/2013 10:37:36: CShellEventHandler::CheckForLogout: Found 4 browsers.
10/08/2013 10:37:36: CShellEventHandler::CheckForLogout: Logged-in window found.
10/08/2013 10:37:37: CShellEventHandler::CheckForLogout: Found 4 browsers.
10/08/2013 10:37:37: CShellEventHandler::CheckForLogout: Logged-in window found.
10/08/2013 10:37:37: CShellEventHandler::CheckForLogout: Found 4 browsers.
10/08/2013 10:37:37: CShellEventHandler::CheckForLogout: Logged-in window found.
10/08/2013 10:37:37: CIEEventHandler::InitialUpdatePage.
10/08/2013 10:37:37: CIEEventHandler::InitialUpdatePage: Looking at C:\Program Files (x86)\Internet Explorer\IEXPLORE.EXE, salesforce.com - Enterprise Edition.
10/08/2013 10:37:37: CIEEventHandler::UpdatePage: 10/08/2013 10:37:37: CIEEventHandler::UpdatePage: pDocument3.
10/08/2013 10:37:37: CIEEventHandler::UpdatePage: Looking for softphone.
10/08/2013 10:37:37: CIEEventHandler::UpdateSoftphone: Found softphone div, replacing inner html.
10/08/2013 10:37:37: Failed to create OfficeToolkit
10/08/2013 10:37:37: CIEEventHandler::UpdateSoftphone: Found softphone div, replacing inner html.
10/08/2013 10:37:37: CIEEventHandler::UpdateSoftphone: Found softphone div, replacing inner html.
 
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*bump* Has anyone else been using Salesforce CTI and seen the same?
 
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