Cisco Cisco Agent Desktop 10.0 Troubleshooting Guide

Cisco CAD Troubleshooting Guide

April 28, 2015

Memory Check

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Ensure that the amount of memory on the computer is at least the minimum
required for CAD and other installed software. If the amount of memory is
below the recommended level, it could be the source of the problem.

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Use Microsoft Perfmon (perfmon.exe) to perform most memory checking.

— Add the following counters for _Total and process of interest:

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Private Bytes

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Virtual Bytes

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Handle Count

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Thread Count

If the values for those counters keep growing without leveling or
decreasing, it is likely the process has a memory leak.

If the values for those counters for a process are a significant part of the
total memory used, it may be of concern. Note that certain processes will
normally use more memory than others.

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Try rebooting the computer and see if it fixes the problem. Check how much
and how fast processes increase their memory usage.

CPU Check

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Ensure that the computer’s processor is at least the minimum required for
CAD and other installed software. If the processor is below the recommended
level, it could be the cause of the problem.

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Use Task Manager to sort processes/applications by CPU usage. Check which
process seems to be using the CPU most of the time.

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Use Windows Perfmon (perfmon.exe) for additional CPU checking.

— Add the %Processor Time counter for Processor > _Total and each CPU as

well as Process >_Total and process of interest.

— Check which process seems to be using the CPU most of the time.

— If the counter values for a process are a significant part of the total CPU

use, it may be of concern. Short spikes are acceptable but a significant
time with high CPU usage is of concern.

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Try rebooting the computer to see if it fixes the problem.

Blocked Ports Check

To check whether a port is blocked:

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Using telnet: