Field Notice: FN - 64320 - Remote Expert Mobile Browser Issues - Software Upgrade Recommended

Notice

THIS FIELD NOTICE IS PROVIDED ON AN "AS IS" BASIS AND DOES NOT IMPLY ANY KIND OF GUARANTEE OR WARRANTY, INCLUDING THE WARRANTY OF MERCHANTABILITY. YOUR USE OF THE INFORMATION ON THE FIELD NOTICE OR MATERIALS LINKED FROM THE FIELD NOTICE IS AT YOUR OWN RISK. CISCO RESERVES THE RIGHT TO CHANGE OR UPDATE THIS FIELD NOTICE AT ANY TIME.

Revision History

Revision	Publish Date	Comments
1.0	31-Jul-17	Initial Release
10.0	28-Mar-18	Migration to new field notice system
10.1	28-May-19	Updated the Products Affected and Workaround/Solution Sections

Products Affected

Affected OS Type	Affected Software Product	Affected Release	Affected Release Number	Comments
NON-IOS	Remote Expert Mobile Software	10	10.6(3)
NON-IOS	Remote Expert Mobile Software	11	11.5(1), 11.6(1)

Defect Information

Defect ID	Headline
CSCvb14841	No audio/video Calls Received by Firefox 49
CSCvc96084	REMobile IE plugin does not support TLS 1.2
CSCvc84324	Call Log Error on accepting call in Chrome 57 browser
CSCuv52539	Video from Firefox v39+ is not compatible with Expert Console
CSCvf28966	Video will no longer work in REM with Chrome 60 (due for release 26th July)
CSCvo36101	Remote Expert Mobile, upgraded Chrome, now not even connecting

Problem Description

Customer-facing browsers are upgraded automatically without user control. This can affect Remote Expert Mobile (REM) application customers with little or no warning. A set of proactive tests are carried out by Cisco in order to detect REM application issues proactively and mitigate risk. These tests are performed on new browser versions before they are released to the public. This Field Notice will be updated each time a new issue is encountered and resolved.

Background

REM is a customer-facing application that uses WebRTC in order to initiate a video call into the contact center (CCE CCX) or into CUCM (uconly). An up-to-date list of supported customer-facing browsers is maintained in the CCE and CCX compatibility matrices.

Compatibility Matrix for Unified CCE

Compatibility Matrix for Unified CCX

Check the "Browser Support for REM Customers" section in the 11.5 compatibility matrices.

Problem Symptom

Customer-facing browsers are upgraded automatically without user control in most cases. Chrome and Firefox follow a very aggressive release schedule with new versions released every 12 months.

Workaround/Solution

Solution

Testing is done proactively on the Beta channels of supported browsers. If an issue is encountered, it is immediately tracked as a new CDETS defect and a notification is sent to customers and partners with a rolling Field Notice.

This is the official procedure that will be followed each time an issue is proactively found in testing:

1. Proactive testing identifies a new browser compatibility issue.
2. A new defect is created.
3. Each Tuesday, new REM defects are reviewed. If a new browser compatibility defect is detected, an action is created to update the rolling Field Notice for browser compatilbity.
4. The Field Notice is updated and a notification is automatically sent to the field.

REM Version 11.6(1)

Engineering Special (ES) patches are cummulative. Install the latest ES version available to be protected from the issue shown in this table.

Date Found	Cisco Bug ID	Browser Release	Description	Workaround (if available)	Affected Releases	Fixed Releases (click to download)	Status
13-FEB-2019	CSCvo36101	Chrome 72+	Calls will fail or have one way audio when placed from Chrome version 72+		11.6(1)	11.6(1)ES15	Resolved

 

REM Version 11.5(1)

All of these fixes are included in Version 11.6(1). An upgrade to Version 11.6(1) plus the latest ES is strongly recommended as no new fixes will be backported to 11.5(1).

Date Found	Cisco Bug ID	Browser Release	Description	Workaround (if available)	Affected Releases	Fixed Releases (click to download)	Status
18-JUL-2017	CSCvf28966	Chrome 60	Video will no longer work in REM with Chrome 60. (due for release 26-JUL-2017)		11.5(1)	11.5(1)ES5 11.6(1)	Resolved
27-APR-2017	CSCve19076	Safari 10.1 and 10.1.1	Safari 10.1 and 10.1.1 Websocket issue due to webkit bug. Co-browse screensharing does not work when the customer uses the affected Safari release.		11.5(1)	Safari 10.1.2 and later releases	Resolved
31-JAN-2017	CSCvc96084	Internet Exporer 11	REMobile Internet Explorer plugin does not support TLS 1.2.		11.5(1)	11.5(1)ES4	Resolved
20-JAN-2017	CSCvc84324	Chrome 57+	Call log error on accepting call in Chrome 57 browser.		11.5(1)	11.5(1)ES3	Resolved

 

REM Version 10.6.3

All of these fixes are included in Version 11.5(1). An upgrade to Version 11.5(1) is strongly recommended as no new fixes will be backported to Version 10.6(3).

Date Found	Cisco Bug ID	Browser Release	Description	Workaround (if available)	Affected Releases	Fixed Releases (click to download)	Status
30-AUG-2016	CSCvb14841	Firefox 49+	No audio/video calls received by Firefox 49.		10.6(3)	10.6(3)SU1	Resolved
28-JUL-2015	CSCuv52539	Firefox 39+	Video from Firefox v39+ is not compatible with Expert Console.	Agents not to use Firefox.	10.6(3)	11.5(1)	Resolved

For More Information

If you require further assistance, or if you have any further questions regarding this field notice, please contact the Cisco Systems Technical Assistance Center (TAC) by one of the following methods:

• Open a service request on Cisco.com
• By email
• By telephone

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