TranslatorX is NOT a Cisco TAC-supported tool. Please do not call Cisco TAC for help with TranslatorX. You may, of course, use TranslatorX to troubleshoot issues and use it as a tool to describe your problem to TAC. Just don't report problems with TranslatorX to TAC.

We are very interested in hearing about any issues you encounter with TranslatorX. Please report any issues to support@translatorx.org. When reporting issues, please include the version of TranslatorX you are using as well as any details of the issue you are encountering. If you are having a problem with a particular trace file, please include it or post it somewhere that it can be downloaded if the file is very large.

We are also always interested in feature requests. Please feel free to send an email with any functionality you might want to see included in a future version of TranslatorX. Many new features come directly from customer requests.

Here are some commonly encountered issues with TranslatorX:

When I launch TranslatorX on Windows, I get an error "The program can't start because api-ms-win-crt-runtime-I1-1-0.dll is missing from your computer" or "Failed to locate Framework DLL".

This error occurs if you are missing the Microsoft Visual Studio 2015 runtime. This should be installed automatically by Windows Update on Windows 7, 8, and 10 systems, so you may want to check to ensure you are current on Windows Updates, however you can manually add the missing libraries by installing this package from Microsoft:.

http://download.microsoft.com/download/9/3/F/93FCF1E7-E6A4-478B-96E7-D4B285925B00/vc_redist.x86.exe

Why don't I see any calls listed on the Call List?

For the Call List to be populated when importing trace files from Cisco Unified CM, you must have Call Detail Records enabled. This is accomplished by setting the CDR Enabled service parameter under the Cisco CallManager service Service parameters to True. Once you do this, Unified CM will record the CDR data in the SDI/SDL trace files (in addition to sending them to any billing servers you might have configured) and TranslatorX can use them for filtering purposes.

I'm having trouble seeing messages from CUBE

CUBE traces must have proper timestamps for TranslatorX to be able to find messages. Make sure you are have configured service timestamps debug datetime localtime msec and service timestamps log datetime localtime msec to ensure you have proper timestamps. Also make sure you have NTP configured to synchronize the time to an authoritative time source.

What kinds of traces does TranslatorX support?

TranslatorX should be able to read in any trace file from Cisco Unified Communications Manager and Cisco CallManager since the 3.1 version. I don't test with older versions, but in theory, the older versions should continue to work. TranslatorX also works with trace files from Cisco VCS, Expressway, the Cisco Unified Border Element (CUBE), and Cisco Unified SIP Proxy (CUSP).