How Do I Generate a Cisco Jabber for Windows Error Log?
You can generate a problem report from within the Cisco Jabber for Windows app, or generate a problem report from outside the application if it will not launch.
How do I generate a Cisco Jabber for Windows error log?
How do I use the Cisco Jabber Problem Report Tool (PRT)?
How do I send in a problem report in Cisco Jabber for Windows?
To generate a log in Cisco Jabber for Windows:
If you are able to launch the client:
- Close out of Cisco Jabber for Windows.
- Delete all logs for your OS; they are located in these folders:
- Windows 7, 8 and 10:
- C:\Users\username\AppData\Local\Cisco\Unified Communications\Jabber\CSF\Logs
- Windows 7, 8 and 10:
- Launch Cisco Jabber for Windows.
- Reproduce the problem at least once so that the details are captured in the Jabber logs.
Note: Record the name of your Cisco contact and the time of the interaction, then include the information in the summary for the problem report. - Under
go to the Help menu, then select Report a problem....
The 'Cisco Jabber problem reporting' window appears:
- From the drop-down menu, select the area in which the problem occurs.
- Enter a Summary of the problem.
- Enter Steps to reproduce the problem. Be as specific as possible, including:
- Exact error messages
- Steps to reproduce the problem
- Case or ticket number, if possible
- Use the Attach File button to add a screenshot of the error or to provide other files requested by support.
- If asked by your Webex support representative, check the Include memory dump checkbox.
- Click on the Save or Send button.
- Note: When you click on Save, The 'Save As' dialog appears.
- Select a location to save the file to, then click the Save button. The file will be saved as a .ZIP file, which may need to be renamed with a different file extension for email security. Your local IT department can help you with renaming the ZIP file.
- Email the log file to your support representative.
- The Save button is functional only when all fields are populated.
- The Send button is functional only when:
- All fields are populated
- The URL of the Problem Report Tool (PRT) server is set in the configuration store
If you are not able to launch the client:
- Click on the Start or the Windows button.
- In the Search bar, type in: Jabber:
- Look in the Search Results for Cisco Jabber Problem Report:
- Click the file to open the tool.
- Email the log file to your Cisco support representative.
Instructions for gathering the Cisco Jabber for Windows logs are available online here: http://www.cisco.com/c/en/us/support/docs/voice-unified-communications/jabber-windows/116334-trouble-jabber-problem-00.html
The problem report does not include the database file for issues related to contact resolution on the Call History tab. The database files are located in these folders:
- Windows 7, 8 and 10:
C:\Users\username\AppData\Local\Cisco\Unified Communications\Jabber\CSF\History
Gather Wireshark traces for the following media issues:
- One way audio or video
- Missing audio or video
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