O T C W T G: Troubleshooting Guide Alcatel-Lucent Opentouch R2.1

Troubleshooting Guide Alcatel-Lucent OpenTouch R2.
1
TG0075 ed.07 Release 2.1 onwards
OPENTOUCH CLIENT FOR WINDOWS

TROUBLESHOOTING GUIDE
This document describes most common problems encountered during installation and usage of the different clients running
on Windows environment.
Revision History
Edition 1: April 1, 2014 creation of the document
Edition 2: June 19,2014 chapter 1.1.5.2 contact synchro
chapter 1.1.5.3 Application Add-ins
Edition 3: August 7,2014 add chapter 1.1.5.4 No synchro contact with outlook2013
Edition 4: June, 2015 new trouble during installation OTcv ,
Contact synchro trouble with Outlook 2010 / 2013, OTCv Jscript issue
Addition of New application OpenTouch Meeting Manager
Edition 5: September, 2015 Adding OTCv PC use cases
Edition 6 : March 2016 Fix-IT tool to uninstall OTCv
OTCv crash when changing audio properties
Edition 7: May 4th,2016 Slowness OTCV
Error ‘Could not access network’ during OTC PC installation
Legal notice:
The information presented is subject to change without notice.
ALE International assumes no responsibility for inaccuracies contained herein.
Copyright © ALE International 2016
Table of contents
1 OpenTouch Conversation ( OTCv PC) ....................................................................................................... 5
1.1 Installation process ........................................................................................................................... 5
1.1.1 Prerequesites .............................................................................................................................. 5
1.1.2 Permissions ................................................................................................................................ 6
1.1.3 Software Overview ...................................................................................................................... 6
1.1.4 Installation and upgrade problems ............................................................................................... 6
1.1.4.1 Service Contact could not be installed ................................................................................................. 6
1.1.4.2 ContactsService.exe needs to be modified ............................................................................................ 7
1.1.4.3 Could not access VBScript run time ...................................................................................................... 7
1.1.4.4 Could access Jscript run time ............................................................................................................... 7
1.1.4.5 Cache issue........................................................................................................................................ 8
1.1.4.6 ContactsService.exe could not be installed ............................................................................................ 8
1.1.4.7 JSScript issue ..................................................................................................................................... 9
1.1.4.8 Update failed with Windows Installer error ............................................................................................ 9
1.1.4.9 Error ‘Could not access network location none’ .....................................................................................18
1.1.4.10 Installation error after update ...........................................................................................................18
1.2 Traces & Log setting ....................................................................................................................... 18
1.2.1 Update logs .............................................................................................................................. 18
1.2.2 Install logs ............................................................................................................................... 19
1.2.3 Uninstall logs ............................................................................................................................ 19
1.2.4 Synchro Outlook ....................................................................................................................... 19
1.2.5 Outlook Add-in ......................................................................................................................... 20
1.2.6 No Synchro with Outlook 2013................................................................................................... 22
1.2.7 Buddy list ................................................................................................................................. 23
1.2.8 Logs files .................................................................................................................................. 24
1.2.8.1 Configuration files .............................................................................................................................24
1.2.8.2 Changing log level .............................................................................................................................24
1.2.8.3 Set OTCv PC log level to debug ..........................................................................................................24
1.2.8.4 Collecting log files..............................................................................................................................25
1.3 Starting and display issues .............................................................................................................. 25
1.3.1 Black screen ............................................................................................................................. 25
1.3.2 Application failed to start with no window .................................................................................. 25
1.3.2.1 Check Process List .............................................................................................................................25
1.3.2.2 Check Graphic Display Driver ..............................................................................................................26
1.3.2.3 Check DirectX installation ...................................................................................................................27
1.3.2.4 Try DirectX 9 compatibilty ..................................................................................................................28
1.3.2.5 Try OpenGL Mode .............................................................................................................................29
1.3.2.6 Try Software 3D renderer ...................................................................................................................29
1.3.2.7 Take logs with specifics parameters ....................................................................................................30
1.3.3 Application failed to start with a crash ........................................................................................ 30
1.3.3.1 Solution 1: remove OpenTouchConversation data directory ...................................................................30
1.3.3.2 Solution 2: Uninstall program .............................................................................................................30
1.3.4 OTCv PC display is not good ...................................................................................................... 31
Alcatel-Lucent OpenTouch R2.1 - Release 2.1 onwards

OpenTouch Client for Windows TroubleShooting Guide TG0075 ed.07
Copyright © ALE International 2016 page 2/53
1.3.4.1 Windows and text are very small ........................................................................................................31
1.3.4.2 Font display is not good .....................................................................................................................31
1.3.5 Crash OTCv .............................................................................................................................. 31
1.3.6 OTCv PC very slow .................................................................................................................... 32
2 OpenTouch Connection ( OTCt PC ) ....................................................................................................... 32
2.1 Installation process ......................................................................................................................... 32

2.1.1 Prerequisites............................................................................................................................. 32
2.1.2 Software Overview .................................................................................................................... 34
2.1.3 Traces & log setting .................................................................................................................. 34
2.1.3.1 Installation........................................................................................................................................34
2.1.3.2 Log setting........................................................................................................................................35
2.1.3.3 Auto Update......................................................................................................................................36
2.1.3.4 Wireshark .........................................................................................................................................36
2.1.4 Outlook-Addins ......................................................................................................................... 37
2.1.4.1 Enable / Disable Addins......................................................................................................................37
2.1.4.2 Logs .................................................................................................................................................37
3 OTC Middleware .................................................................................................................................... 38

3.1 Aim of this tool ............................................................................................................................... 38
3.2 Activation ....................................................................................................................................... 38
3.3 OTC PC logs ................................................................................................................................... 38
3.4 Filtering .......................................................................................................................................... 39
3.4.1 Time range ............................................................................................................................... 39
3.4.2 Events & Calls........................................................................................................................... 39
4 OTC WEB ............................................................................................................................................. 40
4.1 ACS Configuration ........................................................................................................................... 40

4.2 Debugging ...................................................................................................................................... 41
4.3 Cache issue .................................................................................................................................... 41
5 Conferencing plug-in ............................................................................................................................. 42

5.1 Installation process ......................................................................................................................... 42
5.1.1 Package ................................................................................................................................... 42
5.1.2 Version..................................................................................................................................... 42
5.1.3 Software Overview .................................................................................................................... 42
5.2 Debugging ...................................................................................................................................... 42
5.2.1 Add-in ...................................................................................................................................... 42
5.2.2 WebClient................................................................................................................................. 43
5.2.3 Setup logs from client ............................................................................................................... 43
6 OT Meeting Manager ............................................................................................................................. 45
6.1 Introduction ................................................................................................................................... 45
6.2 Installation ..................................................................................................................................... 45
6.3 Logs ............................................................................................................................................... 45
6.4 Restrictions..................................................................................................................................... 46

7 OTC one ( a completer ) ........................................................................................................................ 47
7.1 Introduction ................................................................................................................................... 47
7.2 Installation ..................................................................................................................................... 47
7.3 Logs ............................................................................................................................................... 47
8 IBM Lotus Notes Integration .................................................................................................................. 47
8.1 OTC service .................................................................................................................................... 47
8.1.1 Service check-up....................................................................................................................... 47
8.1.2 Logs ......................................................................................................................................... 48
8.2 OTCt Logs ...................................................................................................................................... 49
8.3 Notes Plug-in .................................................................................................................................. 49
9 IBM Sametime Integration ..................................................................................................................... 50
9.1 Installation ..................................................................................................................................... 50

9.1.1 Manual integration .................................................................................................................... 50
9.1.2 Automatic integration ................................................................................................................ 50
9.2 OTCt service ................................................................................................................................... 50
9.3 RCP Plug-in .................................................................................................................................... 50
9.4 OTCt Logs ...................................................................................................................................... 51
10 Lync Integration .................................................................................................................................. 51
10.1 Installation ................................................................................................................................... 51

10.1.1 Manual Integration .................................................................................................................. 51
10.1.2 Automatic integration .............................................................................................................. 51
10.1.3 Installation issue ..................................................................................................................... 52
10.2 OTCt Logs .................................................................................................................................... 52
10.3 OTC service .................................................................................................................................. 52

1 OpenTouch Conversation ( OTCv PC)
1.1 Installation process
1.1.1 Prerequesites
- You must have local administration rights on the target computers to install or uninstall the OTCv
- The OmniTouch 8600 MIC Desktop must be uninstalled before installing the OTCv.
- OTC Cv and OTCt cannot be installed on the same PC
- Configuration panel -> add/delete programs -> My Instant Communicator
- Remove directories
o C:\Program Files (x86)\Alcatel-Lucent\OpenTouchConversation
o C:\Program Files(x86) \Alcatel-Lucent\My Teamwork
o %APPDATA% \Alcatel-Lucent
o %APPDATA% \AlcatelLucent
o %Temp%\Alcatel-Lucent
o %Temp%\AlcatelLucent
- OTCv works with Win7/Win8, (it does not works with Windows XP).
- Microsoft .NET Framework 3.5.x must be installed and activated ( Should be the case in standard with
Windows 7 / 8 )
- If running, the Microsoft Outlook must be stopped on computers before installing OTCv
- Previously, Microsoft Visual Studio Tools must be installed on Computer where MS Outlook is running
The minimum version required is VSTOR 10.0.30319
The version is available from the Microsoft web site: http://www.microsoft.com/en-
us/download/details.aspx?id=44074
- The OTC PC installation package OpenTouchConversation-2.0.0xx.000.msi, is available in the DVD OT core
Note:
A control is performed during OTCv installation on client computer. A warning message is displayed if MS
Outlook is running.

1.1.2 Permissions
 Write in < program files > folder

 Write in Registry base ‘HKeyLocalMachine’
1.1.3 Software Overview
List of processes:
OpenTouchConversation.exe
core software
Abers.exe
rtp stack in charge of TRP flow ( voice and video )
Services:
ContactsService.exe
Use to synchronize local contacts from Outlook
Opentouch Conversation Add-in
Outlook add-in
Ports:
8080 used by Windows Contact Services to synchronize contacts
registry HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Alcatel-Lucent\ContactService
1.1.4 Installation and upgrade problems
1.1.4.1 Service Contact could not be installed
Symptom:
When the program is installed or updated, a message error is shown:
“Service ContactsService.exe’ could not be installed.
Diagnosis:
No administrator privileges
Solution:
- Make sure that the user installing the program has administrator privileges.
- Reboot the computer and retry to install/update the program

1.1.4.2 ContactsService.exe needs to be modified
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.
- Choose “Automatically close applications and attempt to restart them after setup is
complete”
1.1.4.3 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 it does is to remove incorrect or corrupt registry entries that interfere with VB support in
windows and then re-registers the DLL ensuring that the correct registry setting 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
1.1.4.4 Could 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
1.1.4.5 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
1.1.4.6 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”
1.1.4.7 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
1.1.4.8 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 breaked 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.
1.1.4.8.1 Solution 1 : Restore the PC with the

previous OpenTouchConversation installation.
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 Back up 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.
1.1.4.8.2 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 ordrer 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.

1.1.4.8.3 Solution 3 : Fix-IT tool
Use fix-it tool from Microsoft :
https://support.microsoft.com/en-us/mats/program_install_and_uninstall?wa=wsignin1.0
1.1.4.9 Error ‘Could not access network location none’
Symptom:
Impossible to install new release of OTC PC
Diagnosis:
De-installation of former release impossible
Solution:
Use fix-it tool from Microsoft to clean –up registry
https://support.microsoft.com/en-us/mats/program_install_and_uninstall?wa=wsignin1.0
1.1.4.10 Installation error after update
Symptom:
Uninstallation of the current version doesn’t work
process is stuck after an hour
Diagnosis:
Trouble with windows installer
Solution:
Re installation of system32msi.dll
1.2 Traces & Log setting

1.2.1 Update logs
Traces during installation are collected in the file %temp%/Alcatel-
Lucent/OpenTouchConversation/install.log
-> This file is replaced each time the install process is started.

Silent mode:
msiexec /qn /i “OpenTouchConversation.msi”
1.2.2 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.
1.2.3 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.
1.2.4 Synchro Outlook

 Checking if ‘ContactService’ service is running
 Debug contact service
-Edit
%APPDATA%\AlcatelLucent\OpenTouchConversation\ContactsServiceWSQt_log4cxx.properties
Replace INFO by DEBUG
- Stop service ContactService

Stop outlook and OTCv
- Run as administrator
C:\Program Files (x86)\Alcatel-Lucent\OpenTouch
Conversation\Services\SynchroContacts\ContactsService.exe.config
Replace the line <level value="WARN"/>
by the line <level value="DEBUG"/>
-Restart service ContactsService

 Logs
%TMP%\Alcatel-Lucent\OpenTouchConversation\otcpc.log et %TMP\Alcatel-
Lucent\OpenTouchConversation\log\ContactsServiceWSQt.log
C:\Windows\Temp\Alcatel-Lucent\ContactsService
Amoung messages at the start of service ContactSService, find out the path of the log files ( for
W7, C:\Windows\Temp\Alcatel-Lucent\ContactsService.log
)
Files to collect:
%temp%\Alcatel-Lucent\OpenTouchConversation\log
ContactServiceWsQt.log
%temp%\Alcatel-Lucent\OpenTouchConversation\otc.log.x
C:\Windows\Temp\Alcatel-Lucent\ContactsService.log
1.2.5 Outlook Add-in

 Check if add-in is running
Outlook 2010

If add-in is present in the session Inactive Application Add-ins, activate it by selecting ‘COM Add-
ins’
 Traces
Stop Outlook
%APPDATA%\AlcatelLucent\OpenTouchConversation\outlookSynchroContact-log.xml : changer
la Modify line '<level value="WARN"/>' into '<level value="DEBUG"/>'.
- clean up old logs (%TMP%\Alcatel-
Lucent\OpenTouchConversation\outlookSynchroContact.log*)
 Logs
%temp%\ Alcatel-Lucent\OpenTouchConversation\outlookSynchroContact.log*

1.2.6 No Synchro with Outlook 2013
Symptom:
Local contacts are not seen in OTCv
Diagnosis:
Add-in Contacts (OutlookSynchroContact.vsto ) 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

1.2.7 Buddy list
 Web Client
Acces: https://OT server/webclient
 Level trace
WebAdmin
Configuration>Advance settings>ICS settings
Logging level:3
Set Logging levels
 Logs
/logs/thslog sip server
/logs/ tnslog call server
/log/buddyconsolelog

1.2.8 Logs files
1.2.8.1 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)
After each update these files are cleared and regenerated with their original values.
1.2.8.2 Changing log level
To change log level, edit the configuration file, go to a <category> and change the value of the <level> tag.
Possible values are: FATAL, ERROR, WARN, INFO, DEBUG, TRACE
Example:
To change OTC PC Gui log level to DEBUG, edit the file “otcp_log4cxx.xml”, go to category with
name=”otcpc”, and change the value from INFO to DEBUG:


<category name="otcpc">
<level value="DEBUG" />
<appender-ref ref="ConsoleAppender"/>
<appender-ref ref="OTCTraceFile" />
</category>
1.2.8.3 Set OTCv PC log level to debug
Edit all the configuration files, and replace all the tags <level value="INFO"/> with this tag <level
value="DEBUG"/>
Most of the time, changing “log4cxx.xml” and “otcpc_log4cxx.xml” are enough.
Debug log level can be also activated from the OTCv client itself : Settings -> Support -> check “Activate
logging” but this level is not persistent (not saved if you stop/start the OTCv client)

1.2.8.4 Collecting log files
Logs are stored in user temporary directory:

“%TEMP%/Alcatel-Lucent/OpenTouchConversation
Before taking some logs, it’s recommended to clean this directory (OTCv PC should be stopped before
cleaning).
Logs can be collected using the OTCv client itself : Settings -> Support -> Save logs… The generated ZIP file
will contains all logs and OTCv client ini files
1.3 Starting and display issues

1.3.1 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
1.3.2 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
1.3.2.1 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

1.3.2.2 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…”

1.3.2.3 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”)
1.3.2.4 Try DirectX 9 compatibilty
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
1.3.2.5 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.
1.3.2.6 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.
1.3.2.7 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
1.3.3 Application failed to start with a crash
Symptoms:
Application start, Login window is displayed, but application failed and exit (sometimes with a crash).
1.3.3.1 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…
1.3.3.2 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.

1.3.4 OTCv PC display is not good
1.3.4.1 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
1.3.4.2 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
1.3.5 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)
1.3.6 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.
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 OpenTouch Connection ( OTCt PC )
2.1.1 Prerequisites
- You must have local administration rights on the target computers to install or uninstall the OTCt
- The OmniTouch 8600 MIC Desktop must be uninstalled before installing the OTCt.
- OTC Cv and OTCT PC cannot be installed on the same PC
- Configuration panel -> add/delete programs -> My Instant Communicator
- Remove directories
o C:\Program Files (x86)\Alcatel-Lucent\OpenTouchConversation
o C:\Program Files(x86) \Alcatel-Lucent\My Teamwork

o %APPDATA% \Alcatel-Lucent
o %APPDATA% \AlcatelLucent
o %Temp%\Alcatel-Lucent
o %Temp%\AlcatelLucent
- OTC PC works with Win7/Win8, (it does not works with Windows XP).
- Microsoft .NET Framework 3.5.x must be installed and activated ( Should be the case in standard with
Windows 7 / 8 )
- If running, the Microsoft Outlook must be stopped on computers before installing OTC PC
- Previously, Microsoft Visual Studio Tools must be installed on Computer where MS Outlook is running
The minimum version required is VSTOR 10.0.30319
The version is available from the Microsoft web site: http://www.microsoft.com/en-
us/download/details.aspx?id=42513
- The OTC PC installation package OpenTouchConnection-2.0.0xx.000.msi, is available in the DVD OT core
Note:
A control is performed during OTC PC installation on client computer. A warning message is displayed if MS
Outlook is running.

List of processes:
iCommunicator.exe software core
abers.exe Nomadic mode
rtp stack in charge of TRP flow ( voice and video )
List of services:
MyICService.exe
plugin for outlook connection
Registry:
HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Alcatel\MPC\Deployment
HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Alcatel\MPC\Server
2.1.3 Traces & log setting
2.1.3.1 Installation
 Debug mode
msiexec /x OpenTouchConnection.msi/l*v installog.txt
 Logs
installog.txt
 Registry
Location server
HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Alcatel\MPC\Server

2.1.3.2 Log setting
 Start Configuration
Right click on OTCt to open “Options” window
In the “Options” windows click General.
Under Logging, select the “Turn on logging”.
Click OK.
 Results
%appdata%\Alcatel\MPC\log4net.xml (<level value="ALL/OFF" )
%appdata%\Alcatel\MPC\log4cxx.xml (<level value="ALL/OFF" )
ALLUSERS\Alcatel-Lucent\MPC\log4service.xml (<level value="ALL/OFF" )
%appdata%\Alcatel\MPC\ua.cnf (TraceLevel none/ALL)
%appdata%\Alcatel\MPC\outlookExtension-log.xml (<level value="ALL/OFF" )
%appdata%\Alcatel\MPC\MyIC_Outlook.xml (<level value="ALL/OFF" )
And
%appdata%\Alcatel\MPC\GeneralOptions.xml (<Option key="LOGGING_ENABLED" ….
value="True/False" /> )
 Data collection
The otct log files will be gathered up and stored in the %tmp%\Alcatel-Lucent\MPC\ folder and
can be sent to otct support team.
You can use “Save log files…” button in “Options” window for automatic compress the all gathered
logs to zip file.
 Logs
%temp%Alcatel-Lucent\MPC

2.1.3.3 Auto Update
 Add registry key MSI_LOG with value ‘1’
 Traces
%appdata%Alcatel\MPC\update_otc_msi.log
2.1.3.4 Wireshark
SSL decoding
 Private key
OT server
/usr/muxer/rsa.<OT fqdn>.key.pem
 SSL decoding
/ edit / preferences / protocol: select SSL protocol

2.1.4 Outlook-Addins
2.1.4.1 Enable / Disable Addins

Files-> Options> Add-ins
Manage COM Add-ins
Add-ins : AlcatelLucentOutlook2010Extension
2.1.4.2 Logs
 Setting
outlookExtensions-log.xml
level value = debug
 Log files
outlookExtension.log et outlookPluggin.log

3 OTC Middleware
3.1 Aim of this tool
This tool has been designed to analyze middleware logs from the clients Log files ( OTC PC, OTC iPad,
OTC Android, OTC Web )
ex: otcpc.log for OTCv client, otc web raw console
3.2 Activation
With a Chrome application shortcut

"C:\Program Files (x86)\Google\Chrome\Application\chrome.exe" --app=C:\LogAnalyzer\LogAnalyzer.html
3.3 OTC PC logs

Select %temp%\Alcatel_Lucent\OpenTouchConversation\otcpc.log and click View logs

3.4 Filtering
3.4.1 Time range
Select line with a double click

Line is tagged with a green flag
3.4.2 Events & Calls

 Events
Emitted by Middleware
Line contents “_EVENT” with yellow backgroup
 Calls
Calls from client to middleware
Line contents “_API” with blue background

4 OTC WEB
4.1 ACS Configuration

Configure ACS for HTTPS
Acces thru WBM

4.2 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
Log with Midleware analyzer
4.3 Cache issue

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

5 Conferencing plug-in

5.1.1 Package
Download package MTConfAddin2010Setup.msi

https://yourserver/content/ENG-US/htdocs/buddies/downloadOutlook.html
5.1.2 Version

Dll and .exe are stored in the folder : %appdata%\Alcatel-Lucent\My Teamwork\Outlook Conference
Scheduling Add-in
5.2 Debugging
5.2.1 Add-in
Stop Service ContacService.exe

Run as Administrator
C:\Program Files (x86)\Alcatel-Lucent\Outlook Conference Scheduling Add-in
traces.xml
level value  ALL
Restart outlook
traces are in the folder %temp%\Alcatel-Lucent\Outlook Conference Scheduling Add-in\Log

OutlookConferencingAddin.log
OutlookConferencingAddinSynchro.log
5.2.2 WebClient
Acces: https://OT server/webclient
5.2.3 Setup logs from client
Command : /gusers debug

6 OT Meeting Manager
6.1 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
6.2 Installation
Link to download it :
https://chrome.google.com/webstore/detail/opentouch-
meetingmanager/pppenjemghkogncgkdgoicpfoianjpid?hl=fr
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.
6.3 Logs
Click on the ‘Info’ Button

And click on button ‘Logs’
Select directory to store the log file
6.4 Restrictions
Only French and English labels

7 OTC one ( a completer )
7.1 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
7.2 Installation
Link to download it :
https://chrome.google.com/webstore/detail/opentouch-
meetingmanager/pppenjemghkogncgkdgoicpfoianjpid?hl=fr
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.
7.3 Logs
Pour OTC One, la récupération des traces se fait comme ceci :
1) Activer le mode développeur depuis la page des extensions de Chrome (Plus d’outils  Extensions)
2) Sur l’item OTC One, sélectionner Examiner les vues (cela va ouvrir le débuggeur)
8 IBM Lotus Notes Integration
8.1 OTC service
Service running after installation of OTCt
8.1.1 Service check-up
http:://localhost:8089/MyIC/get/page

Result
8.1.2 Logs
Stop the Alcatel‐Lucent OpenTouch Connection Service service

Goto the folder C:\Program Files (x86)\Alcatel-Lucent\OpenTouchConnection\Service
open this file log4service.xml
modify level value
level value="DEBUG
Start service
Path for log configuration files is %allusersprofile%\Alcatel-Lucent\MPC
File for traces :
service.log

8.2 OTCt Logs
Service running after installation of OTCt
Start Loggin mode thru OTCT option panel:
8.3 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
Files\IBM\Lotus\Notes\Data\workspace\logs

9 IBM Sametime Integration
9.1 Installation
9.1.1 Manual integration
After OTCt Installation, perform a first install to generate the deployment file
Go to %appdata%/Alcatel/MPC and edit file deployement.xml
Modify lines ‘applicationMode and communicationClient’ :
<?xml version="1.0" encoding="UTF-8"?>
<deploymentInfos xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance">
<applicationMode value="INTEGRATED" />
<communicationClient value="ST" />
<extensionsOutlook value="true" />
<extensionsNotes value="true" />
<allowUserModifications value="true" />
<sipUserAuthorization value="true" />
</deploymentInfos>
9.1.2 Automatic integration

Use the command line :
C:\>msiexec /i OpenTouchConnection.msi SERVER_LOCATION="FQDN OpenTouch"

APPLICATIONMODE="INTEGRATED" COMMUNICATIONCLIENT="ST"
9.2 OTCt service
See Notes Interation
9.3 RCP Plug-in
Folder
%appdata%\Lotus\Sametime\.config\rcpinstall.properties ( ST connect ) or /appdata/local/lotus
or
C:\Program Files\IBM\Lotus\Notes\Data\workspace\.config \rcpinstall.properties ( ST embedded )
com.alcatel.sametime.myicplugin.level=FINEST

Log in log sametime ou %appdata%Lotus\Sametime/logs or ../Appdata/Local/Lotus/Sametime/.config
9.4 OTCt Logs
See Notes Integration
10 Lync Integration
10.1 Installation
10.1.1 Manual Integration
After OTCt Installation, perform a first install to generate the deployment file
Go to %appdata%/Alcatel/MPC and edit file deployement.xml
Modify lines ‘applicationMode and communicationClient’ :
<?xml version="1.0" encoding="UTF-8"?>
<deploymentInfos xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance">
<applicationMode value="INTEGRATED" />
<communicationClient value="LYNC" />
<extensionsOutlook value="true" />
<extensionsNotes value="true" />
<allowUserModifications value="true" />
<sipUserAuthorization value="true" />
</deploymentInfos>
10.1.2 Automatic integration
Use the command line :
C:\>msiexec /i OpenTouchConnection.msi SERVER_LOCATION="FQDN OpenTouch"

APPLICATIONMODE="INTEGRATED" COMMUNICATIONCLIENT="LYNC"

10.1.3 Installation issue
Manual installation is not possible currently due to lack of some registry keys not updated
Make call doesn’t work from contact
Use automatic installation
10.2 OTCt Logs

10.3 OTC service

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Submitting a Service Request

Please connect to our eService Request application.
Before submitting a Service Request, make sure that:

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 You have read through the Release Notes which lists new features available, system requirements,
restrictions etc. available in the Technical Documentation Library
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available in the Technical Documentation Library
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issues and workarounds available in the Technical Knowledge Center
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O T C W T G: Troubleshooting Guide Alcatel-Lucent Opentouch R2.1

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Troubleshooting Guide Alcatel-Lucent OpenTouch R2.

OPENTOUCH CLIENT FOR WINDOWS

Alcatel-Lucent OpenTouch R2.1 - Release 2.1 onwards

2 OpenTouch Connection ( OTCt PC ) ....................................................................................................... 32

2.1 Installation process ......................................................................................................................... 32

3 OTC Middleware .................................................................................................................................... 38

4.1 ACS Configuration ........................................................................................................................... 40

5 Conferencing plug-in ............................................................................................................................. 42

Alcatel-Lucent OpenTouch R2.1 - Release 2.1 onwards

9.1 Installation ..................................................................................................................................... 50

10.1 Installation ................................................................................................................................... 51

Alcatel-Lucent OpenTouch R2.1 - Release 2.1 onwards

1.1 Installation process

Alcatel-Lucent OpenTouch R2.1 - Release 2.1 onwards

 Write in < program files > folder

1.1.3 Software Overview

1.1.4 Installation and upgrade problems

1.1.4.1 Service Contact could not be installed

Alcatel-Lucent OpenTouch R2.1 - Release 2.1 onwards

1.1.4.3 Could not access VBScript run time

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

1.1.4.4 Could access Jscript run time

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

Alcatel-Lucent OpenTouch R2.1 - Release 2.1 onwards

1.1.4.5 Cache issue

1.1.4.6 ContactsService.exe could not be installed

Alcatel-Lucent OpenTouch R2.1 - Release 2.1 onwards

1.1.4.7 JSScript issue

Run a cmd window in administrator mode

For more see the following site:

1.1.4.8 Update failed with Windows Installer error

Alcatel-Lucent OpenTouch R2.1 - Release 2.1 onwards

1.1.4.8.1 Solution 1 : Restore the PC with the

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

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

Alcatel-Lucent OpenTouch R2.1 - Release 2.1 onwards

Alcatel-Lucent OpenTouch R2.1 - Release 2.1 onwards

Alcatel-Lucent OpenTouch R2.1 - Release 2.1 onwards

Alcatel-Lucent OpenTouch R2.1 - Release 2.1 onwards

Alcatel-Lucent OpenTouch R2.1 - Release 2.1 onwards

1.1.4.8.2 Solution 2 : Repair and uninstall previous

Alcatel-Lucent OpenTouch R2.1 - Release 2.1 onwards

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

Alcatel-Lucent OpenTouch R2.1 - Release 2.1 onwards

4) Copy the file in this directory :

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

8) Launch the uninstall process.

Alcatel-Lucent OpenTouch R2.1 - Release 2.1 onwards

Use fix-it tool from Microsoft :

1.1.4.9 Error ‘Could not access network location none’

1.1.4.10 Installation error after update

1.2 Traces & Log setting

Alcatel-Lucent OpenTouch R2.1 - Release 2.1 onwards

1.2.2 Install logs

1.2.3 Uninstall logs

1.2.4 Synchro Outlook

- Stop service ContactService

Alcatel-Lucent OpenTouch R2.1 - Release 2.1 onwards

1.2.5 Outlook Add-in

Alcatel-Lucent OpenTouch R2.1 - Release 2.1 onwards

Alcatel-Lucent OpenTouch R2.1 - Release 2.1 onwards

Alcatel-Lucent OpenTouch R2.1 - Release 2.1 onwards

Acces: https://OT server/webclient