A Database Connection Error 5051 error appears in HRC 8.0 or 8.5 when a user tries to login to HRC in a Windows 7 64bit machine

This error is seen when the HRC client is unable to connect to the Informix DB of the UCCX server.

After basic configurations are verified(such as):

Ensure Informix is up on the UCCX
“uccxhrc” username has not been changed
There is no firewall/blocked ports between the PC and the UCCX node
Under C-->Program Files-->Cisco UCCX Historical Reports

Install the Informix drivers on the client machine. Download the same from:

http://www.ciscounitytools.com/Applications/CxN/InformixODBC/InformixODBC.html

The error 5051 points to the inability of the HRC client to open a ODBC connection to the Informix Database on the UCCX. Thus, the issue can be either on the server side(where the DB is down) or on the client side (where it is unable to open a ODBC connection).

The above wokaround is for a client side resolution and also for a Windows 7 x64bit machine.

An Exceptional Error 5022 error appears in HRC 8.0 or 8.5 when a user tries to login to HRC in a Windows 7 64bit machine

When a user tries to login to HRC, the following error is seen: “An Exceptional Error occurred. Application exiting. Check the log file for error 5022”

This could occurs because of a particular file and its dependant .dll files being unregistered. You can verify from the logs, when you see the error similar to:

“Error # 339 ,Description= Component 'MSMASK32.ocx' or one of its dependencies not correctly registered: a file is missing or invalid ,LastDllError= 0”

Therefore, please follow this workaround:

Reinstall HRC (install as Administrator this time)
If the issue still remains, verify the logs if you see the above mentioned error.
If yes, please register the dll manually.

Open the “command prompt” on the PC

•1. cdC:\Windows\SysWOW64
•2. regsvr32msmask32.ocx

You should get a prompt saying “DllRegisterServer in MSMASK32.ocx succeeded”

Try to open and login to HRC again.

P.S. The .ocx file name could be different to the one mentioned here.

Agent unable to login becasue of IPv6 enabled error

We have seen a number of cases where the customer receives the error "Cisco Agent Desktop login fails with the You cannot log in because your phone is ipv6 enabled". This happens even when EM is not enabled.

When EM is enabled:


Complete these steps:
1. Access the CallManager end user configuration page.
2. Under controlled devices, associate the MAC address of the IP phone with the end user.
3. Add the user to the standard CTI enabled user group, and then add the phone in rmcm user.
Complete these steps:
1. Choose CUCM Administration > Device > Phone, and click the IP phone on which the issue occurs.
2. Choose Device > Device Settings > Common Device Configuration.
3. Under the common device configuration, change the IP Addressing Mode to IPv4 only.
4. From the CUCM phone configuration page, reset the IP phone.
5. Reset the TFTP and CTIManager services.

Also, follow this sequence:

1)Disassociate the phone from the RmCm user
2) Reset the phone
3) Reassociate the phone with RmCm user
4) Reset the phone

This can be tracked under the defect: CSCti18636

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We have seen this issue when EM is not enabled also. In such a situation, please find the details of the following defect:

CSCtk00173

Symptom:CAD login fails with a misleading error message that the phone is IPv6 enabled.

Conditions:When CAD logs in after a fresh install or W1 upgrade.

Workaround:Re-start UCCX engine

Hope this helps!