Field Notice: FN - 63454 - Agent desktops upgraded to Cisco Agent Desktop 8.5(2) are unable to launch - Software Upgrade Recommended

Available Languages

Updated:January 22, 2021
Document ID:FN63454

Bias-Free Language

The documentation set for this product strives to use bias-free language. For the purposes of this documentation set, bias-free is defined as language that does not imply discrimination based on age, disability, gender, racial identity, ethnic identity, sexual orientation, socioeconomic status, and intersectionality. Exceptions may be present in the documentation due to language that is hardcoded in the user interfaces of the product software, language used based on RFP documentation, or language that is used by a referenced third-party product. Learn more about how Cisco is using Inclusive Language.

Notice

THIS FIELD NOTICE IS PROVIDED ON AN "AS IS" BASIS AND DOES NOT IMPLY ANY KIND OF GUARANTEE OR WARRANTY, INCLUDING THE WARRANTY OF MERCHANTABILITY. YOUR USE OF THE INFORMATION ON THE FIELD NOTICE OR MATERIALS LINKED FROM THE FIELD NOTICE IS AT YOUR OWN RISK. CISCO RESERVES THE RIGHT TO CHANGE OR UPDATE THIS FIELD NOTICE AT ANY TIME.

Revision History

Revision Publish Date Comments
1.0
06-Sep-11
Initial Release
10.0
13-Oct-17
Migration to new field notice system
10.1
22-Jan-21
Corrected Formatting Issues

Products Affected

Affected OS Type Affected Software Product Affected Release Affected Release Number Comments
NON-IOS
Cisco Agent Desktop Software Releases
8.5(4),8.5(2)a
NON-IOS
Unified Contact Center Enterprise Virtual Machine Templates
8
8.5

Defect Information

Defect ID Headline
CSCts33268 Agent unable to start due to phonedev.dll dependency issue
CSCts26142 CAD 8.5(2) failed to start application not initialised properly
CSCts26131 CAD agent.exe does not launch after upgrade to 8.5(2) MR2

Problem Description

Agent desktops upgraded to Cisco Agent Desktop 8.5(2) are unable to launch. An error message appears and the application is terminated.

Background

During the course of installing the maintenance release to the CAD Services (typically on a Peripheral Gateway), the update creates an install package (Cisco Desktop Services 8.5(2) Maintenance Release 2.msi) for distribution to the agent, supervisor, and administrator client applications. When executed on Cisco Agent Desktop 8.5(1) client desktops, the installer replaces a subset of the application's file set. One of the replacement files, "phonedev.dll" is corrupt and prevents the Cisco Agent Desktop client from launching. To correct the problem, the Maintenance Release must be reissued with a new phonedev.dll.

Problem Symptom

Upon launching Cisco Agent Desktop, the user sees the error message "Application failed to initialize properly (0xc0150002). Click on OK to terminate the application."

The correct build version for the phonedev.dll is 8.5.2.18

The specific version that is bad is 8.5.2.17

Workaround/Solution

The CAD 8.5(2) Maintenance Release will be reissued as CAD 8.5(2a).

CAD 8.52(a) is available for download on Cisco.com at http://www.cisco.com/cisco/software/release.html?mdfid=273556285&flowid=5220&softwareid=280840589&release=8.5%282%29a&relind=AVAILABLE&rellifecycle=&reltype=latest.

For More Information

If you require further assistance, or if you have any further questions regarding this field notice, please contact the Cisco Systems Technical Assistance Center (TAC) by one of the following methods:

Receive Email Notification For New Field Notices

Cisco Notification Service—Set up a profile to receive email updates about reliability, safety, network security, and end-of-sale issues for the Cisco products you specify.

Was this Document Helpful?

FeedbackFeedback

Contact Cisco

This Document Applies to These Products