Cisco Cisco Agent Desktop 8.5 Guia De Resolução De Problemas
Cisco CAD Troubleshooting Guide
50
March 2012
another instance of Agent Desktop on another computer using the
same agent ID but a different extension. A forced login does not work.
same agent ID but a different extension. A forced login does not work.
Solution
The agent must log out of the first instance of Agent Desktop that was
started. If this does not work, reset the phone through Unified CM and
the CAD services reset.
started. If this does not work, reset the phone through Unified CM and
the CAD services reset.
Problem
When agents start Agent Desktop, they see the following error: “A
licensing error has occurred. Please try again in five minutes. If the
problem persists, please see your log file or the System Administrator
for details.”
licensing error has occurred. Please try again in five minutes. If the
problem persists, please see your log file or the System Administrator
for details.”
Conditions: Telnet tests from the agent PC to the LRM service on the
CAD server (port 65432) fail. The LRM service is running and agents
are able to connect some of the time. Cisco Security Agent (CSA) is
installed and running on the CAD server.
CAD server (port 65432) fail. The LRM service is running and agents
are able to connect some of the time. Cisco Security Agent (CSA) is
installed and running on the CAD server.
CSA log reports the following: “Event: Possible SYN Flood detected.
Source addresses include 10.X.X.X. TCP ports, including port 59004,
SYN Flood protection has been enabled.”
Source addresses include 10.X.X.X. TCP ports, including port 59004,
SYN Flood protection has been enabled.”
Cause: CSA is in SYN Flood detection mode. Agent PCs have the firewall
enabled and are blocking packets, and CSA thinks the PC is
non-responsive.
enabled and are blocking packets, and CSA thinks the PC is
non-responsive.
Solution
Short-term solution: Restart CSA on the CAD servers.
Long term solution options include:
■
Option 1: Leave the systems as is. Risk: SYN Flood detection mode
might become enabled, which can prevent agents from logging in. If
not discovered immediately, the problem can persist until SYN
Flood turns off by itself (approximately 2 hours).
might become enabled, which can prevent agents from logging in. If
not discovered immediately, the problem can persist until SYN
Flood turns off by itself (approximately 2 hours).
■
Option 2: Turn off SYN Flood detection mode. Risk: Leaves the
server open to SYN Flood.
server open to SYN Flood.
■
Option 3: Turn off Agent PC firewall. Risk: Could leave agent PCs
vulnerable to viruses.
vulnerable to viruses.
Recommendation: Option 2. SYN Flood is generally not effective against
modern networks.
modern networks.