Technical References

Troubleshooting
October 2007 25
Troubleshooting
Problem Desktop recording fails.
Symptom. No recording files are in the C:\Program
Files\Common\QM\Recordings folder on the desktop where recording
is failing,
Cause. The DNS has not been configured to resolve IP addresses and
host names.
Solution From the PC where desktop recording is failing, open a command
window and enter ping -a <Unified CM IP address>. If the ping cannot
resolve the Unified CM IP address to the correct Unified CM host name,
then neither can QM Desktop Recording. Configure the DNS so that
host names and IP addresses are resolved.
Problem QM historical data is lost.
Symptom. Historical data that was present is no longer in QM.
Cause. The location of the ICM Logger Database was changed through
QM Configuration Setup. All information that was contained in that
database is no longer available for QM to access.
Solution Restore the original settings in the ICM Logger Database window in QM
Configuration Setup. If problems persist, contact Cisco technical
support.
Problem The client application installations do not download when the links on
the installation web page are clicked.
Symptom. When the install program link is clicked, a “HTTP 404—File
Not Found” error is displayed.
Cause. QM Site Configuration was not completed successfully on the
Base services server.