This has not been seen before. Was this ever working before? Did something change? Was there an update installed?
Here are some things to try:
I would uninstall completely from user's app data folder, system 32 folder, and regedit. Make sure the contacts are backed up someplace as this will wipe out everything. I recommend your customer has the latest version of Jabber Video from Cisco.com site, which is 4.6.3. If that's not possible, then continue below.
Make sure your customer has all mandatory updates from Windows installed. Make sure the AV software is completely disabled when reinstalling. There could be conflicting software causing the visibility issue since the contacts.xml file does appear to be seen, but only the text is not populating.
It was working fine, the customer left for the weekend and when he came back it was doing this. Some Windows updateds were installed over the weekend. I will have him check for any video software and try the newer version.
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