Hi, we're running ININ 2016 R2 Patch 16. We often get complaints from our users that interaction desktop freezes. The client just completely hangs and the time next to the available status stops. In the traces no evidence of why it hangs. Do you have any ideas? regards, Kristof

does windows see it as unresponsive. best thing to do is review logging of the application and match time stamps and see what it is doing and if any errors around that time.

does it freeze when doing a certain task? I can only thing of one issue off the top of my head and there is a solution but i don't want to put it out there if this is not the case.

It freezes more when doing nothing, when people return from lunch or a break, there's an increased chance.

Originally posted by Ryan_H;34780
does it freeze when doing a certain task? I can only thing of one issue off the top of my head and there is a solution but i don't want to put it out there if this is not the case.

Sounds like something may be interrupting the session manager connection between the Desktop and CIC. If the rest of the computer seems fine, an interaction desktop log at 100 and/or session manager log from the CIC server at 61 may show what the issue is.

I reviewed inin traces at that point, no errors are shown. I'm now trying to increase logging and hope the issue reproduces. We have around 1000 computers, and the problem is intermittent in the environment. Windows only shows it as unresponsive when I want to kill it.

Originally posted by Ryan_H;34779
does windows see it as unresponsive. best thing to do is review logging of the application and match time stamps and see what it is doing and if any errors around that time.

These are the traces of my interaction desktop while it happened. I had to cut to make it fit to the limits. around 8:09:10s it started freezing, no clue why. I don't have no .net errors neither, I'm running Windows 10 .net 4.6.2, but we also have 4.6.1 installed with Windows 7 and similar issues.

Several agents in our 2016 R1 Patch 5 are experiencing the same issue. I interested in see how it is resolved.

I think this is IC-136303 Update the client side apps to 2016R1 P19 or greater. Here are are the versions it was fixed in: 2016r4, 2017r1, 2016r3 Patch 5, 2016r2 Patch 11, 2016r1 Patch 19, 2015r4 Patch 21

Hi, as we're already running 2016r2 Patch 16 this might not be a solution for us?

Originally posted by Ryan_H;34798
I think this is IC-136303 Update the client side apps to 2016R1 P19 or greater. Here are are the versions it was fixed in: 2016r4, 2017r1, 2016r3 Patch 5, 2016r2 Patch 11, 2016r1 Patch 19, 2015r4 Patch 21

Originally posted by ffc554;34799
Hi, as we're already running 2016r2 Patch 16 this might not be a solution for us?

Are you sure that the client software is on Patch 16. The log header looks like its patch 6

Hi; indeed, though the 2nd line says p16, so it might be just the tracer log, both sip soft phone and interaction desktop show patch 16. Is there a place somewhere where we can see the détails with regards to patch releases?

Originally posted by Ryan_H;34802
Are you sure that the client software is on Patch 16. The log header looks like its patch 6

Through our ININ contacts we were explained that the freezes might be related to power settings. Does someone of you have similar experience, are there any particular setting to take into account?