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Individual Agent Experiencing Odd Behavior When Working in or Logging into Agent Client

almost 14 years ago | Article no. 2067
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THIS ARTICLE APPLIES TO:

All versions of Moxie Channels NetAgent.

ISSUE DESCRIPTION:

An Agent is experiencing odd behavior when working in the Agent Client. This is usually limited to the inability to view items that are normally viewable or problems logging in on an individual workstation. When the Agent logs in from another workstation, the problems disappear.

ROOT CAUSE:

When this type of issue is limited to a single agent it is normally due to some corruption of local user files or an incorrect version of Java on the workstation.

SOLUTION OR WORK AROUND:

Clearing the local user files and/or Java Cache will usually resolve this issue.

Clearing Local User Files

  1. Close all browsers on the workstation and make sure the agent is not logged into the Moxie Channels Web Administrator or Agent Client.
  2. In Windows Explorer, navigate to x:\Documents and settings\USERNAME\Application data (where x is usually the primary hard drive and USERNAME is the Agent's log in name for this workstation).
  3. Delete the Talisma OR ngenera folder (depending on your version) located in Application Data (The Application Data may have settings applied to make it a hidden file. If so, click on the Tools menu and select Folder Options. Under View, select "Show Hidden Files and Folders.")
  4. In the Windows Control Panel, double click on the Java icon to open the Java Control Panel.
  5. Delete the Temporary Internet Files.
  6. Reboot the workstation and then have the agent attempt to log into Net Agent (A new Talisma/nGenera folder will be created for the Agent at x:\Documents and settings\USERNAME\Application data.)

Note: Make sure the workstation has the correct version of Java installed for the version of Moxie Channels NetAgent being used. An incorrect version of Java can also cause odd behaviors when the Agent is working in Agent Client.  See articles 2056 and 2057 for more information.

Clearing Java Cache and/or Checking the Java Version

  1. Click on the [Start] button and then on Control Panel.
  2. In the Windows Control Panel, double click on the Java icon to open the Java Control Panel.
  3. On the General tab, click on the [Settings...] button to open Temporary Files Settings. Click on the [Delete Files...] button.
  4. Click on the [OK] button to close the Temporary Files Settings window.
  5. On the General tab,click on the [About] button to find the version of Java used on this workstation.

AFFECTED SYSTEMS & USERS:

Agents

ADDITIONAL INFORMATION:

ESCALATION PROCEDURE:

If you have additional questions, please contact our Support group at 877-373-7848 (option 2) or via email at cimsupport@moxiesoft.com.