# Other issues

The following table lists general problems associated with Avaya one-X Agent.

Problem description | Recommended action
--- | ---
The desktop sharing feature of Avaya one-X Agent, uses WinVnc.exe. However, it is possible that another instance of WinVnc.exe is already running on the computer. | An agent must login with the IM credentials. Avaya one-X Agent searches for an already running WinVnc process. If Avaya one-X Agent finds an existing WinVnc process, it tries to stop it and launches the required WinVnc process. In some instances, Avaya one-X Agent cannot stop the WinVnc process, if it does not have permission to do so, as it may be running under a different user name. In this case, the system displays the following error message: `Screen Share feature will be disabled since a winvnc process is already running. Press yes to continue without Screen Share feature. Else End the winvnc process using task manager and Press no to use Screen Share feature.` At this stage, if you click Yes, the system disables the desktop share feature. However, if you click No, Avaya one-X Agent checks for an already running process, and if found it shows the same error message.
When using Windows XP flickers, Avaya one-X Agent goes black when trying to load. | Ensure that the computer has appropriate hardware that supports DirectX 9. The DirectX9 package is available with the Windows installation setup.
The phone numbers on the Web page are not highlighted while using Internet Explorer. | Ensure that the agent has the correct add-on plug-in in Internet Explorer. You also ensure that AvayaIEHelper.dll is added in the add-on list of Internet Explorer 6.0 or later.
The following error message appears when an agent attempts to run the Avaya one-X Agent installation wizard: `Error 1720. There is a problem with this Windows Installer package. A script required for this install to complete could not be run. Contact your support personnel or package vendor.` | Stop the Windows Management Instrumentation (WMI) service. Navigate to the C:\windows\system32\wbem directory. Locate the repository file and delete or rename the file. Restart the computer. Ensure if the WMI service is running correctly, and the repository directory is created again. Run the Avaya one-X Agent installation wizard.
The phone numbers on the page are not highlighted while using Firefox for some Web sites. | Refresh the page.

Parent topic: Troubleshooting overview
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