Troubleshooting Guide Opentouch Conversation PC From R2.2 Onwards

OpenTouch Conversation PC from R2.
2
Troubleshooting Guide
onwards
TG0087 ed07 Release 10.0 and above
OpenTouch Conversation PC Troubleshooting

Guide
This document describes most common problems encountered during installation and usage of OpenTouch Conversation
PC running on Windows environment.
Revision History
Edition 1: 14 November 10,2016 Replace TG0075

Removal of deprecated articles in TG0075
New OTC PC with OT 2.2
Edition 2: 30 November 2016 Some minor corrections
Edition 3: 2 May 2017 Logs for Contact services with Notes Integration
OffCat tools for Office Diagnostic
Outlook unable to cast COM Object
Prerequisites VSTO OTC PC
Edition 4: October 2017 Variable forceOpenGLRenderer no longer used
Use Registry key ‘AnglePlatform’ (§2.3.4.3)
Logs of installation of OTC PC, New conference plug-in
Edition 5: December 2018 Outlook addin disactivated with Outlook 2016, Auto run SKYPE and OTC PC
Edition 6: February 2018 Path for IBM logs (§10.1.2)
Logs in Meeting Manager
Edition 7: August 2018 No Telephony resources with VPN, Logs Skype for services
Legal notice:
The Alcatel-Lucent name and logo are trademarks of Nokia used under license by ALE. To view other trademarks used by
affiliated companies of ALE Holding, visit: www.al-enterprise.com/en/legal/trademarks-copyright. All other trademarks are the
property of their respective owners. The information presented is subject to change without notice. Neither ALE Holding nor any
of its affiliates assumes any responsibility for inaccuracies contained herein. © 2018 ALE International. All rights reserved.
www.al-enterprise.com
Table of contents
1 Scope ..................................................................................................................................................... 5
2 OTC PC .................................................................................................................................................. 5
2.1 Installation ....................................................................................................................................... 5
2.1.1 Prerequisites............................................................................................................................... 5
2.1.2 Software Overview ...................................................................................................................... 5
2.1.3 Installation problems ................................................................................................................... 6
2.1.3.1 Could not access VBScript run time ...................................................................................................... 6
2.1.3.2 Could not access Jscript run time ......................................................................................................... 6
2.1.3.3 Cache issue........................................................................................................................................ 7
2.1.3.4 ContactsService.exe could not be installed ............................................................................................ 7
2.1.3.5 JSScript issue ..................................................................................................................................... 8
2.1.3.6 DSSourceFilter.dll failed to register ....................................................................................................... 8
2.1.3.7 Update failed with Windows Installer error ...........................................................................................10
2.1.3.8 Error ‘Could not access network location none’ .....................................................................................18
2.2 Traces & Log setting ....................................................................................................................... 18
2.2.1 Silent mode .............................................................................................................................. 18
2.2.2 Install logs ............................................................................................................................... 18
2.2.3 Uninstall logs ............................................................................................................................ 18
2.2.4 Logs files .................................................................................................................................. 19
2.2.4.1 Configuration files .............................................................................................................................19
2.2.4.2 Enable logs OTC PC ...........................................................................................................................20
2.2.4.3 Collecting log files..............................................................................................................................20
2.2.5 Logs Synchro contact ................................................................................................................ 20
2.2.6 Logs Contact Services ............................................................................................................... 20
2.3 Starting and display issues .............................................................................................................. 21
2.3.1 Black screen ............................................................................................................................. 21
2.3.2 Application failed to start with no window .................................................................................. 21
2.3.2.1 Check Process List .............................................................................................................................21
2.3.2.2 Check Graphic Display Driver ..............................................................................................................22
2.3.2.3 Check DirectX installation ...................................................................................................................24
2.3.2.4 Try DirectX 9 compatibility .................................................................................................................25
2.3.2.5 Try OpenGL Mode .............................................................................................................................26
2.3.2.6 Try Software 3D renderer ...................................................................................................................26
2.3.2.7 Take logs with specifics parameters ....................................................................................................26
2.3.3 Application failed to start with a crash ........................................................................................ 27
2.3.3.1 Solution 1: remove OpenTouchConversation data directory ...................................................................27
2.3.3.2 Solution 2: Uninstall program .............................................................................................................27
2.4 OTCv PC display is not good ............................................................................................................ 27
2.4.1 Windows and text are very small ............................................................................................... 27
2.4.2 Font display is not good ............................................................................................................ 27
2.4.3 Error OpenGl when OTC PC is started ........................................................................................ 28
2.5 Crash OTCv .................................................................................................................................... 28
2.6 OTCv PC very slow .......................................................................................................................... 29
OpenTouch Conversation PC from R2.2 onwards - Release 10.0 and above

OpenTouch Conversation PC Troubleshooting Guide TG0087 ed07
Copyright © ALE International 2018 page 2/55
2.7 No telephony resources with VPN access .......................................................................................... 31
3 Outlook Add-in ...................................................................................................................................... 31
3.1 Outlook 2010 .................................................................................................................................. 32
3.2 No Synchro with Outlook 2013 ......................................................................................................... 33
3.3 Synchronization with Outlook is wrong ............................................................................................. 34
3.4 Presence and Call actions don’t work ................................................................................................ 34
3.5 Outlook is very slow ........................................................................................................................ 36
3.6 Outlook doesn’t start ....................................................................................................................... 37
3.7 Outlook add-in deactivated with outlook 2016 .................................................................................. 37
3.8 Diagnostic, repair and update Outlook .............................................................................................. 39
3.9 Outlook Unable to cast COM object .................................................................................................. 40
4 OTC WEB ............................................................................................................................................. 42

4.1 ACS Configuration ........................................................................................................................... 42
4.2 Log with Midleware analyzerCache issue .......................................................................................... 42
5 OT Meeting Manager ............................................................................................................................. 43

5.1 Introduction ................................................................................................................................... 43
5.2 Installation ..................................................................................................................................... 43
5.3 Logs ............................................................................................................................................... 43
5.4 Restrictions..................................................................................................................................... 44
6 OTC one ............................................................................................................................................... 45
6.1 Logs ............................................................................................................................................... 45
7 Conferencing plug-in ............................................................................................................................. 46
7.1 Installation ..................................................................................................................................... 46

7.2 Debug of the plugin embedded in OT < 2.3.1 ................................................................................... 46
7.3 Debug of the plugin embedded in OT >= 2.3.1 ................................................................................ 46
7.4 Exception ....................................................................................................................................... 46
8 OTC4Skype ........................................................................................................................................... 48
8.1 Silent mode Installation ................................................................................................................... 48
8.2 Problems ........................................................................................................................................ 50
8.2.1 Skype user with no number to call ............................................................................................. 50
8.2.2 OTC PC not started when Windows starts ................................................................................... 51
8.3 Logs ............................................................................................................................................... 51
8.3.1 Configurations files ................................................................................................................... 51
8.3.2 Logs ......................................................................................................................................... 51
9 IBM Sametime Integration ..................................................................................................................... 52
9.1 Enable Logs .................................................................................................................................... 52

9.1.1 Instructions .............................................................................................................................. 52
9.1.2 Logs ......................................................................................................................................... 52

10 IBM Lotus Notes Integration ................................................................................................................ 53
10.1 OTC service .................................................................................................................................. 53
10.1.1 Service check-up ..................................................................................................................... 53
10.1.2 Logs ....................................................................................................................................... 53
10.2 Notes Plug-in ................................................................................................................................ 53
10.3 Anomalies ..................................................................................................................................... 54
10.3.1 Buttons are greyed out ............................................................................................................ 54

1 Scope
This document is the Open Touch Conversation PC application troubleshooting guide.
It describes most common problems encountered during installation and usage from OT 2.2
onwards
2 OTC PC
2.1 Installation
2.1.1 Prerequisites
 OTC PC works with Win7/Win8/Win10 32 and 64 bits.
 Does not works with Windows XP.
 Compliant with Office 2010, 2013 onwards
 OT 2.2.x
 The OTC PC installation package OpenTouchConversation-2.xx.msi, is available in the DVD OT core (ot-
R2.x-2.iso Clients_software\Windows\OpenTouchConversation )
 VSTO 5 Visual Studio 2010 Tools for Office Runtime

-> required to access local outlook contacts
2.1.2 Software Overview
When OTC PC is started, some dedicated processes are running:

OpenTouchConversation.exe
core software
OTCPCLyncIMProvider.exe
Presence provider
OTCVHighlight.exe
Add a purple frame when screen sharing
shortcut keyboard (F4) for call
Services:
ContactsService.exe
Used to synchronize local contacts from Outlook

2.1.3 Installation problems
2.1.3.1 Could not access VBScript run time
Symptom:
On some PC during OTC conversation installation there are an error message "Could not access VBScript run
time for custom action”
Diagnosis:
It is Microsoft issue.
Solution:
A Microsoft fix exists.
What this Fix does is to remove incorrect or corrupted registry entries that interfere with VB support in
windows and then re-registers the DLL ensuring that the correct registry settings are there. After running the
Fix it solution you may be able to immediately try the operation that previously gave you the error, but to be
sure, a reboot is suggested. This will address similar issues with other programs as well and not just the
applications that are specifically mentioned in this thread.
The link to the Fix it is: http://go.microsoft.com/?linkid=9804433
Temporary Solution :
Open a command prompt as administrator and run the following commands
reg delete "HKCU\SOFTWARE\Classes\Wow6432Node\CLSID\{B54F3741-5B07-11CF-A4B0-00AA004A55E8}" /f
regsvr32 vbscript.dll
2.1.3.2 Could not access Jscript run time
Symptom:
On some PC during OTC conversation installation there are an error message "Could not access Jscript run
time for custom action”
Diagnosis:
It is Microsoft issue.
Solution:
A Microsoft fix exists.
See recommendation http://blogs.msdn.com/b/astebner/archive/2007/06/07/3151752.aspx
Click on the Start menu, choose Run, type cmd and click OK
To unregister the JScript engine on a 64-bit OS, run this command: reg delete
"HKCU\SOFTWARE\Classes\Wow6432Node\CLSID\{F414C260-6AC0-11CF-B6D1-00AA00BBBB58}" /f
Temporary Solution :
Open a command prompt as administrator and run the following commands
reg delete "HKCU\SOFTWARE\Classes\Wow6432Node\CLSID\{F414C260-6AC0-11CF-B6D1-00AA00BBBB58}"
/f

2.1.3.3 Cache issue
Symptom:
Outlook deleted contact still found when we search in personal contacts list
Diagnosis:
Contacts from call log and favorites remains in OTCv PC cache
Solution:
Cache mechanism removed in OT 2.0.1
2.1.3.4 ContactsService.exe could not be installed
Symptom:
During update process, user is prompt because a file (for example “ContactsService.exe”,
“IMProvider.exe”) that needs to be modified is currently in use.
It needs to be closed and/or stopped
Solution:
- Make sure that Outlook is correctly closed.
 Make sure that the user installing the program has administrator privileges.
 Stop the windows service “ContactService.exe” if started and chose “Retry”

2.1.3.5 JSScript issue
Run a cmd window in administrator mode
cd "%systemroot%\System32"
regsvr32.exe /u jscript.dll
cd "%systemroot%\SysWow64"
regsvr32 jscript.dll
For more see the following site:

https://helpx.adobe.com/creative-suite/kb/error-2739-installer-closes-cs3.html
2.1.3.6 DSSourceFilter.dll failed to register

Symptom:
During installation process, user is prompted about a problem to register DSSourceFilter.dll

Solution:
- A DLL from VS2013 runtime is corrupted (i.e. MSVCP120.DLL). You must repair or uninstall
Microsoft VS2013 runtime.
 Go on “Control Panel”, “Uninstall a program”, Select “Microsoft Visual C++ 2013
Redistribuable” and click on “Change
After that, you will be prompted to Modify Setup, click on “Repair”, and follow the wizard

2.1.3.7 Update failed with Windows Installer error
At the end of the update process an error message appears. Setup tries to do a rollback but it failed, and
uninstall process will failed with an error. The error message at the end of the update process looks like this:
Something is broken in the installation process, and the most clean process is to restore the previous
installation in order to uninstall it before doing any other installation. Another solution is to uninstall properly
the previous version.
To restore the PC with the previous version, follow this tutorial.

1) Go to the “Control Panel” and click on “Backup and Restore”.

2) On the Backup and Restore Window click on the link “Recover system settings or your
computer”

3) Click on the button “Open System Restore”

4) Select “Choose a different restore point” and click “Next” button.

5) Click on “Show more restore points” and select the version installed just before the one who
failed.
6) Click “Next” button and wait that restoration process is finished (should reboot at least one
time).
7) Save your configuration : backup the file “otc.ini” located in
“%APPDATA%\AlcatelLucent\OpenTouchConversation”
8) Uninstall previous version: got to control panel, and uninstall OpenTouchConversation version.
9) Try to install the new OpenTouchConversation program (who failed to update)
10) Overwrite the otc.ini with the backuped file.
 Solution 2 : Repair and uninstall previous version.
After an update failed, uninstall process of the previous version could failed. Most of the time,
OpenTouchConversation is present in the Windows programs list, but the installation directory

(C:\Program Files (x86)\Alcatel-Lucent\OpenTouch Conversation) was cleaned and empty. That’s why
uninstall failed, because it tries to unregister DLL which are not present.
In this case it’s possible to repair the previous installation in order to uninstall it correctly. For that, we
need to have the MSI of the current installed version (not the next !).
If you haven’t saved the previous MSI, it’s possible to find it in Windows system:
1) Open the hidden directory C:\Windows\Installer
2) Windows store all the MSI currently installed in this directory, but unfortunatly it changes their
name. To find the OpenTouchConversation MSI, sort files by size and localize files with a size
between 66 an 72 Mo.

3) Right Click on each them, open their properties, and click on “Details” tab, you should find one
with subject = “OpenTouch Conversation”, and Authors = “Alcatel Lucent”
4) Copy the file in this directory :

%TEMP%\Alcatel-Lucent\OpenTouchConversation\msi
5) Rename it “OpenTouchConversation.msi”
6) Right click on it and select “Repair” option
7) At the end of the repair process, verify that all the files in directory “C:\Program Files
(x86)\Alcatel-Lucent\OpenTouch Conversation” were restored
8) Launch the uninstall process.

 Solution 3 : Diag tool
Use the diag tool from Microsoft :

https://support.microsoft.com/en-us/help/17588/fix-problems-that-block-programs-from-being-
installed-or-removed
2.1.3.8 Error ‘Could not access network location none’
Symptom:
Impossible to install new release of OTC PC
Diagnosis:
De-installation of former release impossible
Solution1:
Unplug the PC from the network while uninstalling the current release
Solution2:
Use diag tool from Microsoft to clean –up registry
https://support.microsoft.com/en-us/help/17588/fix-problems-that-block-programs-from-being-installed-or-
removed
2.2 Traces & Log setting

2.2.1 Silent mode
msiexec /qn /i “OpenTouchConversation.msi”
2.2.2 Install logs

To get logs during installation process, you need to open a Windows Console and execute this command :
C:> msiexec /i OpenTouchConversation.msi /l*v install.log
Installation logs will be saved in “install.log” file.
2.2.3 Uninstall logs

To get logs during uninstallation process, you need to open a Windows Console and execute this
command.
C:> msiexec /x OpenTouchConversation.msi /l*v install.log
Uninstallation logs will be saved in “install.log” file.

2.2.4 Logs files
2.2.4.1 Configuration files

Configuration log files are located in directory “%APPDATA%\AlcatelLucent\OpenTouchConversation”
Depending of logs needed, different configuration files are available
log4cxx.xml VoIP/Audio/Squale libraries

Otcpc_log4cxx.xml GUI Interface and middleware
outlookSynchroContact-log.xml Outlook Contact Add-in
highlight_log4cxx.xml Highlight / Click to Call process
breakpad_log4cxx.xml Breakpad process (dump management)
Deskband_log4cxx.html Deskband
Log4net.config ( IMProvider) IM Provider
pcmm_log4cxx.xml Desktop sharing
SIP messages
sipphonelogEvent.xml SIP messages

sipphonelogAlarm.txt Alarms
sipphonelogTrace.txt Logs
After each update these files are cleared and regenerated with their original values.

2.2.4.2 Enable logs OTC PC
In the Settings panel, select the line ‘Support’
2.2.4.3 Collecting log files

Pressing the button ‘Save logs’ compress content of the user profile, log folder (%temp%\Alcatel-
Lucent\OpenTouchConversation) and system info for PC
Select folder to save the zip file (with previous version, zip file was uploaded on the desktop)
2.2.5 Logs Synchro contact

 Modify file %APPDATA%\AlcatelLucent\OpenTouchConversation\outlookSynchroContact-log.xml
With level value -> DEBUG
 Restart outlook
 Logs
%temp%\Alcatel-Lucent\OpenTouchConversation\outlookSynchroContact.log
2.2.6 Logs Contact Services

 Stop service ContactsService and OTC PC
 Remove old logs
C:\windows\Temp\Alcatel-Lucent\ContactsService)
Remove database
%ALLUSERSPROFILE%\Alcatel-Lucent\ContactsService\contacts.db
Redémarrer
 Activate logs
C:\Program Files (x86)\Alcatel-Lucent\OpenTouch

Conversation\Services\SynchroContacts\ContactsService.exe.config
level value -> all
 Start ContactServices
 Start OTC PC
 Logs
C:\windows\Temp\Alcatel-Lucent\ContactsService)
2.3 Starting and display issues

2.3.1 Black screen
Symptom:
When starting client, a black screen is displayed
Diagnosis:
Video driver issue, trouble with Graphic layer / openGL
Solution:
Re installation of direct X
2.3.2 Application failed to start with no window

Symptom:
Application start and stop quickly without showing any window: no SplashScreen, no Login Form, no Main
window, no warning window
2.3.2.1 Check Process List

Open the Windows Task Manager and check that the OpenTouchConversation.exe process is not running.
If there is an OpenTouchConversation.exe process running, you can try to stop it. Select the process and click
on “End Process” button.
You will also need to stop these process:
• OTCPCLyncIMProvider.exe
• OTCVHighlight.exe

2.3.2.2 Check Graphic Display Driver
Graphic chipset with an old driver version could prevent OpenTouchConversation program from displaying
correctly. Check that your graphic display is up to date and installed with the last version.
1) Open Control Panel\System and Security\Device Manager
2) Localize “Display adapters”, and double click on the graphic card
3) Click on “Driver” tab and click “Update Driver…”

2.3.2.3 Check DirectX installation
Check that DirectX installation is working correctly. Go to Windows Start Menu, and execute “dxdiag”
command. A Window like this will be opened, verify that in the “Display” tab, DirectDraw and Direct3D
Acceleration are Enabled.
If DirectDraw or Direct3D Acceleration are “Not Available”, program couldn’t start. Some ways to resolve this
issue are:
1. Install again Microsoft DirectX 11
2. Check that graphic display driver is correctly installed and up to date with the last version.
3. Some PC could have more than one graphic display, check all of them
4. Try to run in OpenGL mode (see chapter “1.2.3.6”)

2.3.2.4 Try DirectX 9 compatibility
Open a Window Console, and set this environment variable :
C:> set QT_ANGLE_PLATFORM=d3d9

C:> OpenTouchConversation.exe
Always from the Window Console, launch the OpenTouchConversation.exe program.
Or
Add an environment variable

QT_ANGLE_PLAFORM
Variable value: d3d9

2.3.2.5 Try OpenGL Mode
Modify the file otc.ini located in “%APPDATA%\AlcatelLucent\OpenTouchConversation” directory. Add

“forceOpenGLRenderer” parameter in [Settings] section like this.
[Settings]
forceOpenGLRenderer=true
Note : forceAngleRenderer and forceSoftwareRenderer must be cleared or set to false.
2.3.2.6 Try Software 3D renderer
Open a Window Console, and set this environment variable before launching the program:
C:> set QT_ANGLE_PLATFORM=warp

Another way to change the renderer is to modify the file otc.ini located in
“%APPDATA%\AlcatelLucent\OpenTouchConversation” directory. Add a “forceSoftwareRenderer” parameter in
[Settings] section like this.
[Settings]
forceSoftwareRenderer=true
Note : forceAngleRenderer and forceOpenGLRenderer must be cleared or set to false.
2.3.2.7 Take logs with specifics parameters
When all of these modes failed, launch OTC PC with specific settings in order to get more logs concerning
display problems.
Open a Window Console, and set these environment variables:
C:> set QT_LOGGING_RULES=*=true

C:> set QT_LOGGING_DEBUG=1
From the Window Console, launch the OpenTouchConversation.exe program

2.3.3 Application failed to start with a crash
Symptoms:
Application start, Login window is displayed, but application failed and exit (sometimes with a crash).
2.3.3.1 Solution 1: remove OpenTouchConversation data directory
Go to “%APPDATA%\AlcatelLucent\OpenTouchConversation” directory, and remove it.

This directory will be created again at the next start.
Be careful, when doing that user configuration will be loose. Save the content of the otc.ini file in order to be
able to retrieve user public/private server, login name…
2.3.3.2 Solution 2: Uninstall program
Go to the Windows Configuration Panel, and uninstall the “OpenTouchConversation” program.

When uninstall is finished, go to “C:\Program Files (x86)\Alcatel-Lucent\” and verify that there is no
“OpenTouch Conversation” directory. If it’s the case, remove this directory.
Remove also the OpenTouchConversation temporary and data directories.
Install again the program.
2.4 OTCv PC display is not good

2.4.1 Windows and text are very small
Symptoms:
On some PC with a high-resolution screen density, OpenTouchConversation Windows and text display may
seem very small.
Solutions:
Create a file called “qt.conf” with this content:
[Platforms]
WindowsArguments = dpiawareness=0
Copy this file in OpenTouchConversation installation directory:
C:\Program Files (x86)\Alcatel-Lucent\OpenTouch Conversation
2.4.2 Font display is not good
Modify the file otc.ini located in “%APPDATA%\AlcatelLucent\OpenTouchConversation” directory. Add

“fontFamily” parameter in [Settings] section like this.
[Settings]
fontFamily=SimSun

2.4.3 Error OpenGl when OTC PC is started
Symptom:
An error message is displayed during the launching of OTC PC
Environment:
OTCPC
Windows 7 32bits
Diagnosis:
Error due to a bad access to directX
Solution:
Checkup directx ( dxdiag )
Modify key ‘AnglePlatform’ ) in the registry ( available from OTC PC 2.3.018 )
Values :
 warp: software render
 d3d9: use direct3d 9
 d3d11: use direct3d 11
2.5 Crash OTCv
Symptom:
OTCv PC application crashes when accessing on Headset Device modification menu
Environment:
OTCv 2.1.1

Windows 8.1
Diagnosis:
Bad configuration of windows
bad default format in the speaker properties
Solution:
For Windows 8.1 (in this case) can NOT choose the audio setting correctly.
--> Right click on audio systray
--> Choose "Playback devices"
--> Choose "Headset earphone"
--> Click on "Properties" button
--> Select tab "Advanced"
==> "16 bit, 48000 Hz" was selected. And it's WRONG.
--> Select a better quality (for example, choose between)
16 bit, 16000 Hz (Tape recorder quality)
2.6 OTCv PC very slow
Symptom:
Some slowness may occur with OTCv PC on some PCs (e.g. Dell)
Environment:
OTCv 2.1.1
Windows 7, 8.1
Diagnosis:
This is due to the Microsoft “antivirus” used which do a scan each time we write in log file.
EICAR Test
To check that OTC PC logs files are monitored by Antivirus/Antimalware software, go to the
“%APPDATA%\AlcatelLucent\OpenTouchConversation” directory and create a new text file
with this content.
X5O!P%@AP[4\PZX54(P^)7CC)7}$EICAR-STANDARD-ANTIVIRUS-TEST-FILE!$H+H*
If the Antimalware/Antivirus Software detect a virus, that means the directory is monitored. In this
case you must write rules to exclude it.

Solution:
Apply a script to add an exception to antivirus rules:
- copy the file

- rename it OTSCEPFilter.bat
- double click on it
- reboot your PC
For further info, navigate to the following:

- https://support.microsoft.com/en-us/kb/943556
- http://social.technet.microsoft.com/wiki/contents/articles/953.microsoft-anti-virus-exclusion-list.aspx

2.7 No telephony resources with VPN access
Symptom:
After having logged the OTC PC , a yellow triangle is displayed on the right top of the screen and there is an
error message ‘ telephony services are not available’
No issue when LAN access
Environment:
OTC PC
Windows 7
VPN access through Pulse secure
Diagnosis:
Firewall rules for private/public access not allowed
Solution:
Modify rules dedicated to the application ‘OpenTouch Conversation’
3 Outlook Add-in
Check if add-in is running

3.1 Outlook 2010
If add-in is present in the session Inactive Application Add-ins, activate it by selecting ‘COM Add-
ins’

3.2 No Synchro with Outlook 2013
Symptom:
Local contacts are not seen in OTCv
Diagnosis:
Add-in Contacts (Opentouch conversation add-in) disabled due to a slow start
In Outlook2013, see File -> Slow and Disable Add-Ins
Solution:
Click the button “Always enable this add-in” of OpenTouch “Conversation add-in”
Restart Outlook

3.3 Synchronization with Outlook is wrong
Symptom:
When searching from OTC PC a local contact from Outlook, the search result doesn’t reflect
my Outlook contacts.
Solution:
ContactService database is wrong or corrupted. In this case you must clean it.
- Stop Outlook
- Stop ContactService
- Clear the ContactService database : remove the file
%ALLUSERSPROFILE%\Alcatel-Lucent\ContactsService\contacts.db
- Restart service
- Restart Outlook
3.4 Presence and Call actions don’t work

Symptom:
OpenTouch Conversation Integration for Microsoft Office is installed but user presence is empty,
and it’s not possible to start an audio call, an IM or a video call from the Outlook Persona card.
Solution:
1 ) Execute “Regedit” and open the Windows registry key
HKEY_CURRENT_USER\Software\IM Providers
Verify the presence of “DefaultIMApp = OTCPCLyncIMProvider”
Set the key with the right value, and restart Outlook.

2) Verify that OTCPCLyncIMProvider.exe is running
=> open Windows Task Manager and check that the process OTCPCLyncIMProvider.exe is
running.
If the process is not running, restart OTC PC
3.5 Outlook is very slow

Solution:
Cache must be activated in Outlook options.
Microsoft Outlook go to: File → Info → Account Settings
Double click on user Exchange account, and verify that “Use Cached Exchange Mode” is checked.

3.6 Outlook doesn’t start
Symptom:
Sometime, it could happen that Outlook start, load extensions, show first page and immediately
stop.
Diagnostic :
This phenomenon could be caused by a mix of Microsoft Office software (2007 / 2010 / 2013).
Solution:
Even when Office program was uninstalled, you should manually remove some registry
keys.
[HKEY_LOCAL_MACHINE\SOFTWARE\Classes\TypeLib\{00062FFF-0000-0000-C000-000000000046}\9.5]
"PrimaryInteropAssemblyName"="Microsoft.Office.Interop.Outlook, Version=15.0.0.0, Culture=neutral,
PublicKeyToken=71E9BCE111E9429C"
[HKEY_LOCAL_MACHINE\SOFTWARE\Classes\Wow6432Node\TypeLib\{00062FFF-0000-0000-C000-
000000000046}\9.5]
[HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Installer\UserData\S-1-5-
18\Components\F30A4287CC821734CB45391DE5CFE1F7]
"00005109A20000000100000000F01FEC"="20:\\TypeLib\\{00062FFF-0000-0000-C000-
000000000046}\\9.5\\PrimaryInteropAssemblyName"
[HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Classes\TypeLib\{00062FFF-0000-0000-C000-
000000000046}\9.5]
More information on this problem :

https://www.fieldstonsoftware.com/support/support_gsyncit_8002801D.shtml
https://help.salesforce.com/apex/HTViewSolution?id=000199110&language=en_US
3.7 Outlook add-in deactivated with outlook 2016
Symptom:
After first start-up of outlook it even prevent the application to start and was discarded in the list of disabled
Add-in
Diagnostic :
As plug-in takes a long time to be loaded, it is deactivated by Outlook
Solution:

Press the button ‘Always enable this add-in’
Check the key LoadBehavior of the registry.

It should be equal to 3
HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Microsoft\Office\Outlook\Addins\Alcat
elLucentOutlookSynchroContacts
And possibly a second key

HKEY_CURRENT_USER\Software\Microsoft\Office\Outlook\Addins\MTWOutlookConfAddin.AddinModule
3.8 Diagnostic, repair and update Outlook
When problems happened with Outlook, the first thing to do is to download and execute OffCat
Microsoft tools.
Go to this link: https://www.microsoft.com/en-gb/download/details.aspx?id=36852
Install and execute the OffCat program:

3.9 Outlook Unable to cast COM object
Symptoms:
- Either the buttons of the Add-in are disabled
- Or Outlook crashes with the following error: « Microsoft Outlook has stopped working »

In extensions logs, we can read this kind of error TYPE_E_LIBNOTREGISTERED or
TYPE_E_CANTLOADLIBRARY.
Case 1 : buttons of the Addin are disabled
2017-02-03 15:50:39,003 DEBUG 19 OutlookAddIn2010.ExplorerWrapper: 0 -

UpdateExplorerRibbon - Global try/catch - source:[mscorlib] - message:[Unable to cast COM object of
type 'System.__ComObject' to interface type 'Microsoft.Office.Core.IRibbonUI'. This operation failed
because the QueryInterface call on the COM component for the interface with IID '{000C03A7-0000-0000-
C000-000000000046}' failed due to the following error: Library not registered. (Exception from
HRESULT: 0x8002801D (TYPE_E_LIBNOTREGISTERED)).]
Case 2 : Outlook crash at startup
2017-02-03 17:09:24,305 ERROR 15 OutlookAddIn2010.ThisAddIn: 0 - GLOBAL EXCEPTION

FIRED
2017-02-03 17:09:24,307 ERROR 15 OutlookAddIn2010.ThisAddIn: 0 - Source:[mscorlib
- Message:[Unable to cast COM object of type 'Microsoft.Office.Interop.Outlook.ApplicationClass' to
interface type 'Microsoft.Office.Interop.Outlook._Application'. This operation failed because the
QueryInterface call on the COM component for the interface with IID '{00063001-0000-0000-C000-
000000000046}' failed due to the following error: Error loading type library/DLL. (Exception from
HRESULT: 0x80029C4A (TYPE_E_CANTLOADLIBRARY)).]
Solutions:
This could be caused by an installation / uninstallation of Microsoft Office software in different

versions (2007 / 2010 / 2013 / 2016). In this case, you should probably have to remove
manually some registry keys.
Case 1 : buttons of the Addin are disabled
[HKEY_LOCAL_MACHINE\SOFTWARE\Classes\TypeLib\{2DF8D04C-5BFA-101B-BDE5-00AA0044DE52}\2.8]
Case 2 : Outlook crash when starting
[HKEY_LOCAL_MACHINE\SOFTWARE\Classes\TypeLib\{00062FFF-0000-0000-C000-000000000046}\9.5]
[HKEY_LOCAL_MACHINE\SOFTWARE\Classes\Wow6432Node\TypeLib\{00062FFF-0000-0000-C000-000000000046}\9.5]
[HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Classes\TypeLib\{00062FFF-0000-0000-C000-000000000046}\9.5]
More information on this problem:

https://www.fieldstonsoftware.com/support/support_gsyncit_8002801D.shtml
https://help.salesforce.com/apex/HTViewSolution?id=000199110&language=en_US

4 OTC WEB
4.1 ACS Configuration
Configure ACS for HTTPS
Acces thru WBM
Debugging
Use debugger console of the browser

 Chrome
Shift+Ctrl+j or Tools > Console Java Script
 Firefox
Shift+Ctrl+j or Web Development > Web Console
 IE10
F12
4.2 Log with Midleware analyzerCache issue

Clean the browser cache to be sure data stored from the server and not from the computer

5 OT Meeting Manager
5.1 Introduction
Open Touch Meeting Manager is a Google packaged application available on Chroms Store.
Aim is to allow managing Meetings for The Open Touch Server
5.2 Installation
Link to download it :
https://chrome.google.com/webstore/detail/opentouch-meeting-manager/pppenjemghkogncgkdgoicpfoianjpid
To Install Open Touch Meeting Manager, open Chrome Browser, copy the above link or go to the
Chrome Store Web site, search for “OpenTouch Meeting Manager” and click on the “Free” button.
This application is now visible in the Chrome extension session.
Once installation is done, create a shortcut on the deskstop.
To start the application, click on the shortcut.
5.3 Logs
On ‘Settings’ tab :
Select directory to store the log file

5.4 Restrictions
Only French and English labels

6 OTC one
6.1 Logs
To collect OTC one logs,
Click the button ‘settings’ and select the item ‘About’
Select the line ‘Save logs ‘ in the copyright window

7 Conferencing plug-in
7.1 Installation
The new Outlook conference add in can be delivered in a standalone mode for user having only the
“conferencing” license, or embedded in the OTC PC.
It is available from Outlook 2010.
From OT 2.3.1 (OT release 14), the conference plugin has been redesigned
7.2 Debug of the plugin embedded in OT < 2.3.1

- Stop Outlook
- Edit the file
C:\Program Files (x86)\Alcatel-Lucent\Outlook Conference Scheduling Add-in\traces.xml

- Set the level to DEBUG
- Remove old logs in
%Temp%\Alcatel-Lucent\Outlook Conference Scheduling Add-in\log
- Start Outlook
- Collect logs in %Temp%\Alcatel-Lucent\Outlook Conference Scheduling Add-in\log
-
7.3 Debug of the plugin embedded in OT >= 2.3.1

- Stop Outlook
- Edit the file
%APPDATA%\AlcatelLucent\OpenTouchConversation\outlookSynchroContactlog.xml
- Set the level to DEBUG
- Remove old logs in
%TMP%\Alcatel-Lucent\OpenTouchConversation\outlookSynchroContact.log.*
- - Start Outlook
- Collect logs in %TMP%\Alcatel-Lucent\OpenTouchConversation
7.4 Exception
Symptom:
When starting Microsoft Outlook, an error is raised
“Alcatel-Lucent
OpenTouch Outlook Conference Scheduling Add-in has fired an exception”

Solution:
- Turn on the Microsoft .Net 3.5 feature. Go to the “Control Panel”, click on “Programs” and choose
“Turn Windows Features on or off”
In the list of Windows features, check “Microsoft .NET Framework 3.5.1”

8 OTC4Skype
8.1 Silent mode Installation

msiexec /i OpenTouchConversation.msi DEBUG_DIALOG=1 SKYPE_MODE=1
DEBUG_DIALOG is used to identify set up requirements

8.2 Problems
8.2.1 Skype user with no number to call
Symptom:
When user click on “Start an Audio call” from a Skype contact, an error is raised saying that user
doesn’t have a phone number.
When editing Skype for Business Options, there is no numbers in “Phones” section:
Diagnostic :
Synchronization between Active Directory and Skype user’s database doesn’t keep user phone
number. On Skype server, check events viewer for Lync, you should have a Warning with a link
on the file “Invalid_AD_Phone_Numbers.txt”.
Solution:
Download and install “Skype for Business Address Book Normalisation Tool”:
https://gallery.technet.microsoft.com/Skype-for-Business-Address-2ab65ca7
For more see the following url:

http://ucken.blogspot.fr/2011/01/enterprise-voice-best-practices-in-lync.html
http://blog.schertz.name/2010/09/lync-2010-address-book-normalization/
Exemples:
For internal numbers with 5 digits, the rule looks like :
Priority : 1
Pattern : (\d{5})
Translation : $1
Suppress the user directory sip:username@mail.com to force the update of ABfiles.

8.2.2 OTC PC not started when Windows starts
Symptom:
OTC PC is associated to Skype and Skype is automatically started when Windows starts.
At starting of the PC, OTC PC uses lot of CPU but not working, this is due to autorun of OTC PC.
Diagnostic :
Because OTC PC is associated to Skype, this is Skype which starts OTC PC so the autorun on OTC PC has not
to be enable.
Solution:
To fix it is needed to delete the key OTCPC in registry
HKEY_CURRENT_USER\Software\Microsoft\Windows\CurrentVersion\Run
OTC.INI :
%appdata%\AlcatelLucent\OpenTouchConversation\otc.ini
Change startAppAtPcLogon=true by startAppAtPcLogon=false
8.3 Logs
8.3.1 Configurations files
%appdata%\AlcatelLucent\OTC4Skype
Log4net-otc4skype.config Skype integration component
Level value : WARN - ALL
8.3.2 Logs
%temp%\Alcatel-Lucent\OpenTouchConversation
%ALLUSERSPROFILE%\Alcatel-Lucent\OTCSkypeLaunchServiceLogs

9 IBM Sametime Integration
9.1 Enable Logs
9.1.1 Instructions
 Stop Sametime
 Clear logs
%appdata%\IBM\Sametime \logs\error-log-*.xml, trace-log-*.xml
 Modify the file
%appdata%\IBM\Sametime\.config\rcpinstall.properties
 Add the line
otc4sametime.level=FINEST
 Start Sametime
9.1.2 Logs
%appdata%\IBM\Sametime \logs

10 IBM Lotus Notes Integration
10.1 OTC service
Service running after installation of OTCt
10.1.1 Service check-up
http://localhost:8089/MyIC/get/page
Result
10.1.2 Logs
Stop the Alcatel‐Lucent OpenTouch Connection Service service

Goto the folder C:\Program Files (x86)\Alcatel-Lucent\OpenTouchConversation\Service
Or the folder C: \Program Files (x86)\Alcatel-Lucent Enterprise\ OpenTouch
Conversation\Services\SynchroContacts
open as administrator the file ContactsService.exe.config
modify level value
level value="DEBUG
Start service
Path for contact database is %allusersprofile%\Alcatel-Lucent\ContactsService
File for traces :
C:\Windows\Temp\Alcatel-Lucent\ContactsService
ContactsService.log
10.2 Notes Plug-in

File C:\Program Files\IBM\Lotus\Notes\Data\workspace\.config\
rcpinstall.properties
Modify line:
com.alcatel_lucent.ice.ics.lotus.extensions.level=FINEST
Traces
C:\Program Files\IBM\Lotus\Notes\Data\workspace\logs

10.3 Anomalies
10.3.1 Buttons are greyed out
- Check-up if contact service is running
- Removal of contact database %ALLUSERSPROFILE%\Alcatel-
Lucent\ContactsService\contacts.db

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Troubleshooting Guide Opentouch Conversation PC From R2.2 Onwards

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Troubleshooting Guide Opentouch Conversation PC From R2.2 Onwards

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OpenTouch Conversation PC from R2.

OpenTouch Conversation PC Troubleshooting

Edition 1: 14 November 10,2016 Replace TG0075

OpenTouch Conversation PC from R2.2 onwards - Release 10.0 and above

4 OTC WEB ............................................................................................................................................. 42

5 OT Meeting Manager ............................................................................................................................. 43

7.1 Installation ..................................................................................................................................... 46

9.1 Enable Logs .................................................................................................................................... 52

OpenTouch Conversation PC from R2.2 onwards - Release 10.0 and above

OpenTouch Conversation PC from R2.2 onwards - Release 10.0 and above

 VSTO 5 Visual Studio 2010 Tools for Office Runtime

2.1.2 Software Overview

When OTC PC is started, some dedicated processes are running:

OpenTouch Conversation PC from R2.2 onwards - Release 10.0 and above

2.1.3.1 Could not access VBScript run time

The link to the Fix it is: http://go.microsoft.com/?linkid=9804433

2.1.3.2 Could not access Jscript run time

See recommendation http://blogs.msdn.com/b/astebner/archive/2007/06/07/3151752.aspx

OpenTouch Conversation PC from R2.2 onwards - Release 10.0 and above

2.1.3.4 ContactsService.exe could not be installed

OpenTouch Conversation PC from R2.2 onwards - Release 10.0 and above

Run a cmd window in administrator mode

For more see the following site:

2.1.3.6 DSSourceFilter.dll failed to register

OpenTouch Conversation PC from R2.2 onwards - Release 10.0 and above

OpenTouch Conversation PC from R2.2 onwards - Release 10.0 and above

To restore the PC with the previous version, follow this tutorial.

OpenTouch Conversation PC from R2.2 onwards - Release 10.0 and above

OpenTouch Conversation PC from R2.2 onwards - Release 10.0 and above

OpenTouch Conversation PC from R2.2 onwards - Release 10.0 and above

OpenTouch Conversation PC from R2.2 onwards - Release 10.0 and above

OpenTouch Conversation PC from R2.2 onwards - Release 10.0 and above

 Solution 2 : Repair and uninstall previous version.

OpenTouch Conversation PC from R2.2 onwards - Release 10.0 and above

1) Open the hidden directory C:\Windows\Installer

OpenTouch Conversation PC from R2.2 onwards - Release 10.0 and above

4) Copy the file in this directory :

6) Right click on it and select “Repair” option

8) Launch the uninstall process.

OpenTouch Conversation PC from R2.2 onwards - Release 10.0 and above

Use the diag tool from Microsoft :

2.1.3.8 Error ‘Could not access network location none’

2.2 Traces & Log setting

2.2.2 Install logs

2.2.3 Uninstall logs

OpenTouch Conversation PC from R2.2 onwards - Release 10.0 and above

2.2.4.1 Configuration files

log4cxx.xml VoIP/Audio/Squale libraries

sipphonelogEvent.xml SIP messages

OpenTouch Conversation PC from R2.2 onwards - Release 10.0 and above

2.2.4.3 Collecting log files

2.2.5 Logs Synchro contact

2.2.6 Logs Contact Services

OpenTouch Conversation PC from R2.2 onwards - Release 10.0 and above

2.3 Starting and display issues

2.3.2 Application failed to start with no window

2.3.2.1 Check Process List

OpenTouch Conversation PC from R2.2 onwards - Release 10.0 and above

OpenTouch Conversation PC from R2.2 onwards - Release 10.0 and above

OpenTouch Conversation PC from R2.2 onwards - Release 10.0 and above

Open a Window Console, and set this environment variable :

C:> set QT_ANGLE_PLATFORM=d3d9

Always from the Window Console, launch the OpenTouchConversation.exe program.