Hi Everyone,
We have upgraded our UCCX system from version 9 to version 10.6. After successful upgrade, we have updated the CAD from v9 to v10.6 per agent.
However during operation, some agents reported they cannot open CAD and encounter an error "The program can't start because shlapi.dll is missing from your computer. Try reinstalling the program to fix the problem."
Then we tried to uninstall the CAD, during uninstalling, another error is encountered "File sllapi.dll can not be found. Make sure the file is on target system or is installed already."
After successful uninstall and install of the CAD, the application now runs smoothly. I have also tried to copy from the working CAD the shlapi.dll and sllapi.dll in the directory C:\Program Files\Cisco\Desktop\pcap\dll and paste in the non-working CAD but issue still persist. I have tried to look at the CAD logs but there were no data yet since it is CAD updated/newly installed. So the only workaround was really to reinstall the program.
My question is why did this happen? Please take note that not all of them encountered the issue. Although the issue is now resolved, it affected the service operations since some of them were not able to log-in during those time. Are there logs which I can look into to further investigate this? I have searched for a bug related to this but it was affecting UCCX version 5 and no other reports on higher version. Please see link.
https://bst.cloudapps.cisco.com/bugsearch/bug/CSCsw21630/?referring_site=bugquickviewclick
Thank you in advance!
Kenneth
