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:

  1. Close out of Cisco Jabber for Windows.
  2. 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
  3. Launch Cisco Jabber for Windows.
  4. 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.
  5. Under go to the Help menu, then select Report a problem....

    The 'Cisco Jabber problem reporting' window appears:
    User-added image
     
  6. From the drop-down menu, select the area in which the problem occurs.
  7. Enter a Summary of the problem.
  8. 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
  9. Use the Attach File button to add a screenshot of the error or to provide other files requested by support.
  10. If asked by your Webex support representative, check the Include memory dump checkbox.
  11. Click on the Save or Send button.
    • Note: When you click on Save, The 'Save As' dialog appears.
  12. 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.
  13. Email the log file to your support representative.
Note:
  • 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:

  1. Click on the Start or the Windows button.
  2. In the Search bar, type in: Jabber:


     
  3. Look in the Search Results for Cisco Jabber Problem Report:


     
  4. Click the file to open the tool.
  5. Email the log file to your Cisco support representative.
Note:

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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