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As we discussed on call there was no documentation for this known issue. Once the fix go live we will update the document into known issues. Please find the SCR IC-160249
Snippet from Y:\Mike\sipsoftphone_6.ininlog
iccertificates::create_and_get_default_root_configuration_directory() : Current user has NO access to: C:\Program Files (x86)\Interactive Intelligence\Certificates, as specified under the HKEY_LOCAL_MACHINE\SOFTWARE\Interactive Intelligence\Certificates key.
CertificatesStoreLoader::read_configuration_file_data() : ERROR locating configuration file: C:\Program Files (x86)\Interactive Intelligence\Certificates\LHTU05CG9217LL2_ININ_Certificates.xml. CANNOT read configuration file data.
CertificatesStoreLoader::read_raw_certificates_and_keys() : ERROR locating configuration file: C:\Program Files (x86)\Interactive Intelligence\Certificates\LHTU05CG9217LL2_ININ_Certificates.xml. CANNOT decrypt the certificate and key files.
Our team is also experiencing a similar issue upgrading to 2021R1. In some computers, Sip Soft Phone does not have write access to the certificate folder in "Program Files"
Our approach is to remove the Windows Environment Variable for the ININ Certificates. We consulted this with Genesys Support, and they confirmed that it is advisable as the workaround. By doing this, The SSP will reference to the user directory after failing to write to Program Files. We do have concern if this workaround would impact any future Genesys Apps configuration and they said no.
But at first, they advised us to change the Windows Environment Variable to point to user profile
Changing the Environment Variable for the Certificates to point to the User profile instead can be considered as an workaround.The SIPSoftPhone(SSP) is provisioned properly with new user's location at the end. We do not see any problem.
Question: They have found that simply deleting the environmental variable is enough for the SIP soft phone to write to and reference the Users directory after failing to write to Program Files. Is this not advisable?
Answer: Yes, it is advisable.
When SSP starts to run, it cannot find the environment variable as it is deleted.
12:17:12.091_0003[Warning] CertificatesStoreLoader::set_configuration_file_path(): The: ININ_Certificates environment variable has NOT been set. This variable is usually configured by the install to point to the certificates configuration file.
So, SSP will use the path of USER profile instead.
12:17:12.091_0004CertificatesStoreLoader::set_configuration_file_path(): Using the configuration file path of: C:\Users\<user>\Interactive Intelligence\Certificates\xxxx_ININ_Certificates.xml.
That is equivalent to the suggestion we did, change the Environment Variable for the Certificates to point to the User Profile instead.
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