Troubleshooting Guide

Cisco CAD Troubleshooting Guide
44 March 2012
Diagnostic Procedures
Basic Checks
When CAD has problems, check that:
■ The computers that host CAD services, Unified CM, Unified ICM, and other
system components are running.
■ The registry is correct (see "Registry Check" on page 44).
■ The network is set up correctly (see "Network Check" on page 44).
■ The CAD services are running and active (see "Active Service Check" on
page 44).
■ The CAD Configuration Setup utility has run correctly. See the Cisco CAD
Installation Guide for more information.
Active Service Check
This applies only to the following services: LRM, Chat, Enterprise, Recording and
Statistics, BIPPA, and Sync.
For Nonredundant Systems
■ Check the service’s log file for a statement that the service is active.
For Redundant Systems
■ Check the service’s log file for a statement that the service is active.
■ Only one instance of each service should be active at the same time. The
other instance should be in standby mode.
Registry Check
Using Windows Regedit:
■ Verify that HKEY_LOCAL_MACHINE\Software\Spanlink\CAD\Site Setup exists
and contains the entries specified in "Site Setup" on page 16.
■ Verify that the registry entries used by specific services exist and are valid.
See "Registry Entries" on page 16.
Network Check
■ On the CAD services computer, verify that the IP address in the registry value
HKEY_LOCAL_MACHINE\SOFTWARE\Spanlink\CAD\Site Setup\IOR
HOSTNAME is the correct IP address of the public NIC.