UCA notifications showing up 2 or 3mins late

[UEIT]

Hello,

We’re in the middle of UCA roll-out for our users and are having latency issues with the UCA desktop client. We’ve noticed that on some Windows 7 Pro machines, when users get calls or make calls, the UCA notifications won’t show until 2 or 3 minutes later. We’ve uninstalled antivirus, firewall is turned off, the machines are fairly fast with minimum 4gb of ram. We’re running out of ideas because the UCA seems to work fine on some windows 7 pro machines and not on others. All our machines are uniform, (e.g. same make and model Dells, windows updates applied through WSUS, network policy enforced through GPO..etc.). Any help would be much appreciated.

[UEIT]

Ok, we figured this out. It was our antivirus. When we turned off our antivirus service, the latency was gone for the UCA. Working on exclusions now to make antivirus work with UCA.

[martyn]

I usually find that you need to exclude the SipSubscriber.txt, UC.mdb, and UCC.log, and depending on the AV being used I've also had to exclude the Mitel directory under Program Files.

I haven't re-visited this issue since UCA 3.2 though so it might have changed in recent releases.

[UEIT]

Thanks Martyn, this is really helpful. We did a lot of these exclusions and also had to lower our security settings for our AV scan templates from Maximum to medium. That was the only way we could get it to work with our AV. Thanks again.

[martyn]

No worries. I just used Process Explorer to see what was going on and determined the files that were the problem from there.

[ralph]

martyn brings up a tool I forget about.  Process Explorer.   Very useful.
For those of you interested you can read more about Process Explorer here:
Microsoft Precess Explorer

Ralph

[PFloyd]

I'm having similar problems with my UCA client. My call notification pop-up is either late or stays up long after a call is answered and/or disconnected, the call info box, if it doesn't show up immediately, takes about a minute to appear, and even it doesn't disappear and the timer keeps running for most calls after they've been disconnected.

I've had my IT folks exclude the three files mentioned above, but the behavior has not changed.

[akuhn]

Might be helpful if you named the brand of A/V you are using.  We're a sophos shop, but we've had no issues like this.

[PFloyd]

The A/V is McAfee.

However, that does not appear to have been the cause. Our PCs with UCA were on one subnet and the Mitel system is on another. Between the two, they had a gateway that was doing packet inspection of the SIP traffic. Once that was disabled, our UCA clients stabilized (they had been going offline frequently) and functionality that wasn't previously available began to work, such as Chat. The call notifications now are much more responsive and appear to be behaving correctly.

(I should point out that we're in the early stages of our UCA implementation and only have it on a few desktops.)

[ralph]

What firewall are you using?

Ralph

[PFloyd]

Juniper

[ralph]

Somehow that's what I thought.
Been there done that & bought the T-shirt with this Juniper issue.
I'd bet calls were being cut off.   
I forget what the tic-box was for this but what happens the Juniper eventually decides that the RTP stream is an attack so it kill the connection.  It's in the ALG and was a pain to find.

Ralph