One-X Agent - Causing PC reboot when lock/unlocked

[allen21]

Hi,

Would really appreciate any help anyone in the forum can offer on the below issue.

My customer is currently having a problem with the One-X Agent softphone where it causes the PC to reboot. We have tested under the following scenarios.

1.Log onto the PC and lock the PC. Wait for 5 minutes and unlock the PC. The PC does not reboot
2.Log onto PC , open the soft phone and lock the PC. Wait for 5 minutes and unlock the PC. The PC reboots
3.Log onto PC , open the soft phone and any other applications. Lock the PC. Wait for 5 minutes and unlock the PC. The PC reboots

The following tests have been carried out to trouble shoot

1.Assigned local admin rights to user. Log onto PC .Open up the phone, lock the PC. Unlock PC and it reboots
2.Log on to the PC as Domain Administrator to rule out any GPO’s or lockdowns. Open up the phone, lock the PC. Unlock PC and it reboots

Service pack one has been applied to the phone and the problem still persists.The details of the PC and softphone are as follows

PC
Intel Pentium Dual Core 3.2 E5800
2 GB memory
320 GB HDD
Windows XP SP 3
IE 8

Softphone
Avaya One-X Agent R2.5

Thanks in advance.
Steve

[aa1]

One-X Agent - Causing PC reboot when lock/unlocked

Hi Steve,

- if you are using USB headset, try to use a non-usb headset to see if that is causing.
- if it's the USB headset, then upgrade the drivers
- it could be VGA card difficulty. upgrade the VGA card driver
- do you have video installed? try it without video
- does the difficulty there when the onex agent is just started, but not logged in?
- install the proper .NET framework updates and service packs
- Do you have the same problem on other PCs as well? or just one of the PCs?

In most cases, .NET framework or system drivers (such as VGA card, sound card, etcc.) cause this difficulty. If none of the above help, then I suggest you raise a ticket with Avaya. There would be the need to capture crash dump logs and onex agent logs for further troubleshooting.

thanks
Arbi

[aa1]

One-X Agent - Causing PC reboot when lock/unlocked

You may also take a look at the following document. It might have some useful recommendations:

Maintaining and troubleshooting Avaya one-X Agent

http://support.avaya.com/css/P8/documents/100141200

[allen21]

Thanks for the replies.