Troubleshooting guide | Cisco Systems OL-11303-01 Telephone User Manual

Troubleshooting Guide for
Cisco Unified MeetingPlace Express
Release 1.2
Includes Cisco Unified MeetingPlace Express VT Release 1.2
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Text Part Number: OL-11303-01
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Troubleshooting Guide for Cisco Unified MeetingPlace Express Release 1.2
Copyright © 2005-2006 Cisco Systems, Inc. All rights reserved.
C O N T E N T S
Preface
i
Purpose
i
Audience
i
Organization
ii
Related Documentation
Conventions
ii
iii
Obtaining Documentation iii
Cisco.com iii
Product Documentation DVD iv
Ordering Documentation iv
Documentation Feedback
iv
Cisco Product Security Overview iv
Reporting Security Problems in Cisco Products
Product Alerts and Field Notices
v
v
Obtaining Technical Assistance vi
Cisco Technical Support & Documentation Website
Submitting a Service Request vii
Definitions of Service Request Severity vii
Obtaining Additional Publications and Information
CHAPTER
1
vi
vii
Troubleshooting Access Issues for the Cisco Unified MeetingPlace Express System
Recovering the Password for the root User Account
Recovering the Password for the mpxadmin Account
1-1
1-1
1-2
Recovering the System Administrator Password Used in the End-User Interface and the Administration
Console 1-3
Accessing the System after Uploading the Wrong SSL Certificate or Key
Troubleshooting a Failed LDAP Log On Attempt
CHAPTER
2
1-4
1-5
Backing Up, Archiving, and Restoring Data in Cisco Unified MeetingPlace Express
Backing Up Data
2-1
2-1
Archiving Data
2-2
Restoring Data
2-2
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Contents
CHAPTER
3
Common Telephone Issues in Cisco Unified MeetingPlace Express
Tips for Failed Calls
3-1
Undetected Key Presses
Failed Incoming Calls
Dropped Calls
3-3
Dropped Packets
4-7
General Troubleshooting Tips for the Cisco Unified MeetingPlace Express System
Swapping Out a Disk Drive 9
Swapping Out a Disk Drive on a Cisco MCS 7825 10
Swapping Out a Disk Drive on a Cisco MCS 7835 or Cisco MCS 7845
File Locations
4-1
4-1
Module Numbers
5
3-5
Exception Codes and Module Numbers Used in Cisco Unified MeetingPlace Express
Exception Codes
CHAPTER
3-4
3-4
Unable to Call Out
4
3-2
3-3
Dead Air During Calls
CHAPTER
3-1
9
10
10
Troubleshooting a Licensing Error Problem
11
Troubleshooting a Problem with Excessive Random E-Mails Being Sent
Troubleshooting a Problem with the Web Page Not Coming Up
11
12
INDEX
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Preface
This preface contains the following sections:
•
Purpose, page i
•
Audience, page i
•
Organization, page ii
•
Related Documentation, page ii
•
Conventions, page iii
•
Obtaining Documentation, page iii
•
Documentation Feedback, page iv
•
Cisco Product Security Overview, page iv
•
Product Alerts and Field Notices, page v
•
Obtaining Technical Assistance, page vi
•
Obtaining Additional Publications and Information, page vii
Purpose
The Troubleshooting Guide for Cisco Unified MeetingPlace Express Release 1.2 provides the
information you need to troubleshoot problems in the Cisco Unified MeetingPlace Express system.
Note
This document only covers how to troubleshoot problems that do not occur in the Administration Center
or End-User Interface. For information about troubleshooting problems that occur in the Administration
Center or End-User Interface, see the “Related Documentation” section on page ii.
This guide does not describe how to install or upgrade your Cisco Unified MeetingPlace Express
system, perform system administrator tasks in the Administration Center, or use the End-User Interface.
Audience
This guide is intended for system administrators only. It is not intended for end users.
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i
Preface
Organization
Organization
This guide contains the following chapter:
•
Chapter 1, “Troubleshooting Access Issues for the Cisco Unified MeetingPlace Express System”
•
Chapter 2, “Backing Up, Archiving, and Restoring Data in Cisco Unified MeetingPlace Express”
•
Chapter 3, “Common Telephone Issues in Cisco Unified MeetingPlace Express”
•
Chapter 4, “Exception Codes and Module Numbers Used in Cisco Unified MeetingPlace Express”
•
Chapter 5, “General Troubleshooting Tips for the Cisco Unified MeetingPlace Express System”
Related Documentation
General Information
For complete information about all of the Cisco conferencing documentation, see the Guide to
Cisco Unified Conferencing Documentation and Support at the following URL:
http://www.cisco.com/en/US/products/ps6533/tsd_products_support_series_home.html
Installation and Upgrade
Information about installing and upgrading Cisco Unified MeetingPlace Express can be found in the
Installation and Upgrade Guide for Cisco Unified MeetingPlace Express Release 1.2 at the following
URL:
http://www.cisco.com/en/US/products/ps6533/tsd_products_support_series_home.html
Configuration and Maintenance
If you want information about configuring and maintaining your Cisco Unified MeetingPlace Express
system or about troubleshooting problems in the Administration Center, see one of the following:
•
Configuration and Maintenance Guide for Cisco Unified MeetingPlace Express Release 1.2 at the
following URL:
http://www.cisco.com/en/US/products/ps6533/tsd_products_support_series_home.html
•
Online help found in the Cisco Unified MeetingPlace Express Administration Center
End User Help
If you want information about using or troubleshooting the End-User Interface portion of the
Cisco Unified MeetingPlace Express system see one of the following:
•
User Guide for Cisco Unified MeetingPlace Express Release 1.2 at the following URL:
http://www.cisco.com/en/US/products/ps6533/tsd_products_support_series_home.html
•
Online help found in the Cisco Unified MeetingPlace Express End-User Interface
•
User Guide for Microsoft Outlook Operating with Cisco Unified MeetingPlace Express Release 1.2
at the following URL:
http://www.cisco.com/en/US/products/ps6533/tsd_products_support_series_home.html
•
Online help found in the Microsoft Outlook plug-in application that is used to schedule
Cisco Unified MeetingPlace Express meetings
•
Help screens on your Cisco Unified IP Phone
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Preface
Conventions
Conventions
The following conventions are used in this guide:
Convention
Description
bold
Commands that you must enter exactly as shown.
italic
Arguments for which you supply values.
[ ]
Elements that are optional.
string
A set of characters that you enter. Do not use quotation marks around the string
or the string will include the quotation marks.
screen
Information that appears on the screen.
^
Control key—for example, ^D means press the Control and D keys
simultaneously.
< >
Nonprinting characters, such as passwords.
Tip
This action saves time and is useful.
Note
Contains important information.
Caution
Be careful. This action can result in equipment damage or loss of data.
Obtaining Documentation
Cisco documentation and additional literature are available on Cisco.com. This section explains the
product documentation resources that Cisco offers.
Cisco.com
You can access the most current Cisco documentation at this URL:
http://www.cisco.com/techsupport
You can access the Cisco website at this URL:
http://www.cisco.com
You can access international Cisco websites at this URL:
http://www.cisco.com/public/countries_languages.shtml
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Preface
Documentation Feedback
Product Documentation DVD
The Product Documentation DVD is a library of technical product documentation on a portable medium.
The DVD enables you to access installation, configuration, and command guides for Cisco hardware and
software products. With the DVD, you have access to the HTML documentation and some of the
PDF files found on the Cisco website at this URL:
http://www.cisco.com/univercd/home/home.htm
The Product Documentation DVD is created monthly and is released in the middle of the month. DVDs
are available singly or by subscription. Registered Cisco.com users can order a Product Documentation
DVD (product number DOC-DOCDVD= or DOC-DOCDVD=SUB) from Cisco Marketplace at the
Product Documentation Store at this URL:
http://www.cisco.com/go/marketplace/docstore
Ordering Documentation
You must be a registered Cisco.com user to access Cisco Marketplace. Registered users may order
Cisco documentation at the Product Documentation Store at this URL:
http://www.cisco.com/go/marketplace/docstore
If you do not have a user ID or password, you can register at this URL:
http://tools.cisco.com/RPF/register/register.do
Documentation Feedback
You can provide feedback about Cisco technical documentation on the Cisco Technical Support &
Documentation site area by entering your comments in the feedback form available in every online
document.
Cisco Product Security Overview
Cisco provides a free online Security Vulnerability Policy portal at this URL:
http://www.cisco.com/en/US/products/products_security_vulnerability_policy.html
From this site, you will find information about how to do the following:
•
Report security vulnerabilities in Cisco products
•
Obtain assistance with security incidents that involve Cisco products
•
Register to receive security information from Cisco
A current list of security advisories, security notices, and security responses for Cisco products is
available at this URL:
http://www.cisco.com/go/psirt
To see security advisories, security notices, and security responses as they are updated in real time, you
can subscribe to the Product Security Incident Response Team Really Simple Syndication (PSIRT RSS)
feed. Information about how to subscribe to the PSIRT RSS feed is found at this URL:
http://www.cisco.com/en/US/products/products_psirt_rss_feed.html
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Product Alerts and Field Notices
Reporting Security Problems in Cisco Products
Cisco is committed to delivering secure products. We test our products internally before we release them,
and we strive to correct all vulnerabilities quickly. If you think that you have identified a vulnerability
in a Cisco product, contact PSIRT:
•
For emergencies only — security-alert@cisco.com
An emergency is either a condition in which a system is under active attack or a condition for which
a severe and urgent security vulnerability should be reported. All other conditions are considered
nonemergencies.
•
For nonemergencies — psirt@cisco.com
In an emergency, you can also reach PSIRT by telephone:
Tip
•
1 877 228-7302
•
1 408 525-6532
We encourage you to use Pretty Good Privacy (PGP) or a compatible product (for example, GnuPG) to
encrypt any sensitive information that you send to Cisco. PSIRT can work with information that has been
encrypted with PGP versions 2.x through 9.x.
Never use a revoked encryption key or an expired encryption key. The correct public key to use in your
correspondence with PSIRT is the one linked in the Contact Summary section of the Security
Vulnerability Policy page at this URL:
http://www.cisco.com/en/US/products/products_security_vulnerability_policy.html
The link on this page has the current PGP key ID in use.
If you do not have or use PGP, contact PSIRT to find other means of encrypting the data before sending
any sensitive material.
Product Alerts and Field Notices
Modifications to or updates about Cisco products are announced in Cisco Product Alerts and Cisco Field
Notices. You can receive Cisco Product Alerts and Cisco Field Notices by using the Product Alert Tool
on Cisco.com. This tool enables you to create a profile and choose those products for which you want to
receive information.
To access the Product Alert Tool, you must be a registered Cisco.com user. (To register as a Cisco.com
user, go to this URL: http://tools.cisco.com/RPF/register/register.do) Registered users can access the
tool at this URL: http://tools.cisco.com/Support/PAT/do/ViewMyProfiles.do?local=en
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Preface
Obtaining Technical Assistance
Obtaining Technical Assistance
Cisco Technical Support provides 24-hour-a-day award-winning technical assistance. The
Cisco Technical Support & Documentation website on Cisco.com features extensive online support
resources. In addition, if you have a valid Cisco service contract, Cisco Technical Assistance Center
(TAC) engineers provide telephone support. If you do not have a valid Cisco service contract, contact
your reseller.
Cisco Technical Support & Documentation Website
The Cisco Technical Support & Documentation website provides online documents and tools for
troubleshooting and resolving technical issues with Cisco products and technologies. The website is
available 24 hours a day at this URL:
http://www.cisco.com/techsupport
Access to all tools on the Cisco Technical Support & Documentation website requires a Cisco.com
user ID and password. If you have a valid service contract but do not have a user ID or password, you
can register at this URL:
http://tools.cisco.com/RPF/register/register.do
Note
Use the Cisco Product Identification Tool to locate your product serial number before submitting a
request for service online or by phone. You can access this tool from the Cisco Technical Support &
Documentation website by clicking the Tools & Resources link, clicking the All Tools (A-Z) tab, and
then choosing Cisco Product Identification Tool from the alphabetical list. This tool offers three search
options: by product ID or model name; by tree view; or, for certain products, by copying and pasting
show command output. Search results show an illustration of your product with the serial number label
location highlighted. Locate the serial number label on your product and record the information before
placing a service call.
Tip
Displaying and Searching on Cisco.com
If you suspect that the browser is not refreshing a web page, force the browser to update the web page
by holding down the Ctrl key while pressing F5.
To find technical information, narrow your search to look in technical documentation, not the entire
Cisco.com website. On the Cisco.com home page, click the Advanced Search link under the Search box
and then click the Technical Support & Documentation.radio button.
To provide feedback about the Cisco.com website or a particular technical document, click Contacts &
Feedback at the top of any Cisco.com web page.
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Obtaining Additional Publications and Information
Submitting a Service Request
Using the online TAC Service Request Tool is the fastest way to open S3 and S4 service requests. (S3 and
S4 service requests are those in which your network is minimally impaired or for which you require
product information.) After you describe your situation, the TAC Service Request Tool provides
recommended solutions. If your issue is not resolved using the recommended resources, your service
request is assigned to a Cisco engineer. The TAC Service Request Tool is located at this URL:
http://www.cisco.com/techsupport/servicerequest
For S1 or S2 service requests, or if you do not have Internet access, contact the Cisco TAC by telephone.
(S1 or S2 service requests are those in which your production network is down or severely degraded.)
Cisco engineers are assigned immediately to S1 and S2 service requests to help keep your business
operations running smoothly.
To open a service request by telephone, use one of the following numbers:
Asia-Pacific: +61 2 8446 7411
Australia: 1 800 805 227
EMEA: +32 2 704 55 55
USA: 1 800 553 2447
For a complete list of Cisco TAC contacts, go to this URL:
http://www.cisco.com/techsupport/contacts
Definitions of Service Request Severity
To ensure that all service requests are reported in a standard format, Cisco has established severity
definitions.
Severity 1 (S1)—An existing network is “down” or there is a critical impact to your business operations.
You and Cisco will commit all necessary resources around the clock to resolve the situation.
Severity 2 (S2)—Operation of an existing network is severely degraded, or significant aspects of your
business operations are negatively affected by inadequate performance of Cisco products. You and
Cisco will commit full-time resources during normal business hours to resolve the situation.
Severity 3 (S3)—Operational performance of the network is impaired while most business operations
remain functional. You and Cisco will commit resources during normal business hours to restore service
to satisfactory levels.
Severity 4 (S4)—You require information or assistance with Cisco product capabilities, installation, or
configuration. There is little or no effect on your business operations.
Obtaining Additional Publications and Information
Information about Cisco products, technologies, and network solutions is available from various online
and printed sources.
•
The Cisco Product Quick Reference Guide is a handy, compact reference tool that includes brief
product overviews, key features, sample part numbers, and abbreviated technical specifications for
many Cisco products that are sold through channel partners. It is updated twice a year and includes
the latest Cisco channel product offerings. To order and find out more about the Cisco Product Quick
Reference Guide, go to this URL:
http://www.cisco.com/go/guide
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Preface
Obtaining Additional Publications and Information
•
Cisco Marketplace provides a variety of Cisco books, reference guides, documentation, and logo
merchandise. Visit Cisco Marketplace, the company store, at this URL:
http://www.cisco.com/go/marketplace/
•
Cisco Press publishes a wide range of general networking, training, and certification titles. Both new
and experienced users will benefit from these publications. For current Cisco Press titles and other
information, go to Cisco Press at this URL:
http://www.ciscopress.com
•
Packet magazine is the magazine for Cisco networking professionals. Each quarter, Packet delivers
coverage of the latest industry trends, technology breakthroughs, and Cisco products and solutions,
as well as network deployment and troubleshooting tips, configuration examples, customer case
studies, certification and training information, and links to scores of in-depth online resources. You
can subscribe to Packet magazine at this URL:
http://www.cisco.com/packet
•
Internet Protocol Journal is a quarterly journal published by Cisco Systems for engineering
professionals involved in designing, developing, and operating public and private internets and
intranets. You can access the Internet Protocol Journal at this URL:
http://www.cisco.com/ipj
•
Networking products offered by Cisco Systems, as well as customer support services, can be
obtained at this URL:
http://www.cisco.com/en/US/products/index.html
•
Networking Professionals Connection is an interactive website where networking professionals
share questions, suggestions, and information about networking products and technologies with
Cisco experts and other networking professionals. Join a discussion at this URL:
http://www.cisco.com/discuss/networking
•
“What’s New in Cisco Documentation” is an online publication that provides information about the
latest documentation releases for Cisco products. Updated monthly, this online publication is
organized by product category to direct you quickly to the documentation for your products. You
can view the latest release of “What’s New in Cisco Documentation” at this URL:
http://www.cisco.com/univercd/cc/td/doc/abtunicd/136957.htm
•
World-class networking training is available from Cisco. You can view current offerings at
this URL:
http://www.cisco.com/en/US/learning/index.html
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C H A P T E R
1
Troubleshooting Access Issues for the
Cisco Unified MeetingPlace Express System
This chapter contains the following topics:
•
Recovering the Password for the root User Account, page 1-1
•
Recovering the Password for the mpxadmin Account, page 1-2
•
Recovering the System Administrator Password Used in the End-User Interface and the
Administration Console, page 1-3
•
Accessing the System after Uploading the Wrong SSL Certificate or Key, page 1-4
•
Troubleshooting a Failed LDAP Log On Attempt, page 1-5
After reviewing this chapter, if you still have problems with Cisco Unified MeetingPlace Express,
contact Cisco TAC. See the “Obtaining Technical Assistance” section on page vi for information on
contacting Cisco TAC.
Recovering the Password for the root User Account
If you forget the password that you created for the root user account while installing the
Cisco Unified MeetingPlace Express system, follow these steps to reset it:
Procedure
Step 1
Reboot your server.
Step 2
During the reboot, there is a period when you have only three seconds to choose to update the server
configuration so that you can reset the root password. When you see a screen with the word GRUB at
the top and a text box with Cisco Unified Communications in it, quickly press the spacebar.
Caution
Note
You only have three seconds to press the spacebar once the system displays this screen.
Nowhere on this screen does it say anything about pressing the spacebar to reset the root
password.
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Chapter 1
Troubleshooting Access Issues for the Cisco Unified MeetingPlace Express System
Recovering the Password for the mpxadmin Account
Step 3
The system displays three options. Use the up and down arrow keys to highlight the third entry. It starts
with “kernel.”
Step 4
Press e to edit the entry.
Step 5
At the end of the entry, enter a space and then single.
Note
You must type a space before you type single.
Step 6
Press Enter to return the previous screen. The third entry should have the word single at the end.
Step 7
Press b to continue rebooting the server.
Step 8
At the prompt, enter /root/.security/unimmunize.sh.
Step 9
At the prompt, enter passwd root. This tells the server to set a new password for the user called root.
Step 10
At the New password: prompt, enter a new password. For security purposes, the password is displayed
as a series of asterisks.
Note
You may see a message that the password you entered is bad. Ignore this message.
Step 11
At the Retype new password: prompt, re-enter the same password again.
Step 12
At the prompt, enter /root/.security/immunize.sh.
Step 13
At the prompt, enter reboot. This reboots the server.
The Cisco Unified MeetingPlace Express operating system login page is displayed.
Step 14
At the username prompt, enter root.
Step 15
At the password prompt, enter the new password that you created in Step 9.
The system should display the Cisco Unified MeetingPlace Express operating system desktop.
Recovering the Password for the mpxadmin Account
Note
Follow this same procedure to change the mpxadmin account password, too.
If you forget the password that you created for the mpxadmin account while installing the
Cisco Unified MeetingPlace Express system, follow these steps to reset it:
Procedure
Step 1
Log in to the Cisco Unified MeetingPlace Express operating system as the root user.
Step 2
At the password prompt, enter the root password. (If you have forgotten the root password, first follow
the steps in the “Recovering the Password for the root User Account” section on page 1-1.)
The Cisco Unified MeetingPlace Express operating system desktop appears.
Step 3
Right-click on the desktop.
Step 4
From the menu, select New Terminal. This brings up a terminal session.
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Recovering the System Administrator Password Used in the End-User Interface and the Administration Console
Step 5
At the prompt, enter /root/.security/unimmunize.sh.
Step 6
At the prompt, enter passwd mpxadmin. This tells the server to set a new password for the user called
mpxadmin.
Step 7
At the New password prompt, enter a new password. For security purposes, the password is displayed as
a series of asterisks.
Note
You may see a message that the password you entered is bad. Ignore this message.
Step 8
At the Retype new password prompt, re-enter the same password again.
Step 9
At the prompt, enter /root/.security/immunize.sh.
Step 10
On the desktop, click RedHat > Network Services.
Step 11
Click Log out.
Recovering the System Administrator Password Used in the
End-User Interface and the Administration Console
If you forget the password that you created for the system administrator account, which is used in the
End-User Interface and Administration Center, follow these steps to reset it:
Procedure
Step 1
Log in to the Cisco Unified MeetingPlace Express operating system as the mpxadmin user.
Step 2
At the password prompt, enter the mpxadmin password. (If you have forgotten the mpxadmin password,
first follow the steps in the “Recovering the Password for the mpxadmin Account” section on page 1-2.)
The Cisco Unified MeetingPlace Express operating system desktop appears.
Step 3
Right-click on the desktop.
Step 4
From the menu, select New Terminal. This brings up a terminal session.
Step 5
At the prompt, enter userutil -p admin <newpassword>, where newpassword is the new password.
This tells the server to set a new password for the End-User Interface and Administration Center user
called admin.
Step 6
On the desktop, click RedHat > Network Services.
Step 7
Click Log out.
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Chapter 1 Troubleshooting Access Issues for the Cisco Unified MeetingPlace Express System
Accessing the System after Uploading the Wrong SSL Certificate or Key
Accessing the System after Uploading the Wrong SSL
Certificate or Key
To have Secure Socket Layer (SSL) work with the Cisco Unified MeetingPlace Express application, you
must upload SSL certificates and enable SSL. See the Configuration and Maintenance Guide for
Cisco Unified MeetingPlace Express Release 1.2 for information about doing this.
Note
The SSL certificate that you upload must be in the PEM format. If your SSL certificate is in the DER
format, convert it to the PEM format and upload it again. Use this CLI command to convert a certificate
from DER to PEM:
openssl -in <file1.crt> -inform DER -out <file2.crt>
where file1.crt is the name of the DER file and file2.crt is the name of the PEM file.
However, if you enter the wrong certificate or private key name and enable SSL, you cannot access the
Cisco Unified MeetingPlace Express application and you are locked out.
Follow these steps to access the application:
Procedure
Step 1
Open a web browser and navigate to http://<localhostname>:8080, where localhostname is your local
hostname.
The Cisco Unified MeetingPlace Express application opens.
Step 2
Log in to Cisco Unified MeetingPlace Express.
Step 3
At the top of the page, click Administration.
Step 4
On the left side of the page:
a.
Click Certificate Management.
b.
Click Disable SSL.
Step 5
Disable SSL by clicking Disable SSL.
Step 6
Restart the Cisco Unified MeetingPlace Express system by clicking Restart Now.
This updates the web conferencing configuration files and after the system restarts you should be able
to correctly access the Cisco Unified MeetingPlace Express application.
Open a web browser and navigate to http://<localhostname>, where localhostname is your local
hostname.
Step 7
Log in to Cisco Unified MeetingPlace Express.
Step 8
At the top of the page, click Administration.
Step 9
On the left side of the page:
a.
Click Certificate Management.
b.
Click Enable SSL.
Step 10
Enter the correct certificate or private key names.
Step 11
Click Upload Certificates.
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Troubleshooting a Failed LDAP Log On Attempt
Step 12
The system displays a dialog box stating that this will restart the server and to only proceed if you are
sure. Click OK to upload the certificates, update the configuration, and restart the server.
If your system still does not enable SSL, the system may have overwritten the private keys that were
created on the system during the initial Certificate Signing Request (CSR) generation. (This can happen
if you generated new CSRs.) In this situation, the recovery steps are as follows:
Procedure
Step 1
Log in to Cisco Unified MeetingPlace Express.
Step 2
At the top of the page, click Administration.
Step 3
On the left side of the page:
a.
Click Certificate Management.
b.
Click Generate CSRs.
Step 4
Enter information in the fields.
Step 5
Click Generate CSRs.
The system generates new private keys and stores them in the /usr/local/enrollment directory.
Step 6
Send the new CSRs to the CA so that they can reissue the SSL certificates.
Step 7
After you receive the SSL certificates from the CA, go to the Enable SSL page and upload them.
Troubleshooting a Failed LDAP Log On Attempt
There are certain conditions in which users may have trouble logging in to
Cisco Unified MeetingPlace Express:
•
If a single user is having an issue and if that user is using Cisco Unified CallManager LDAP
integration and if the user cannot log in to the Cisco Unified CallManager user page, reset the
password for that user in Cisco Unified CallManager. If the user still cannot log in, follow the steps
in the procedure below.
•
If a single user is having an issue and is using a third-party LDAP integration (such as Active
Directory) and if the user cannot log in to the LDAP domain, reset the password for that user in the
third-party LDAP integration. If the user still cannot log in, follow the steps in the procedure below.
•
If all users are affected, check the LDAP configuration settings on the
Cisco Unified MeetingPlace Express Usage Configuration page (Administration > System
Configuration > Usage Configuration). Ensure the following:
– The value in the LDAP URL field is correct and contains no empty spaces.
Tip
To ensure that there are no empty spaces, delete the current entry and enter the LDAP value
again.
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Troubleshooting a Failed LDAP Log On Attempt
– The entries for the Directory username and Password fields are correct. See the Configuration
and Maintenance Guide for Cisco Unified MeetingPlace Express Release 1.2 for information
about allowable values for each field.
Restart the Cisco Unified MeetingPlace Express server if you made any changes. If this does not
correct the problem, follow the steps in the procedure below.
Procedure
Step 1
Log in to Cisco Unified MeetingPlace Express as the user called admin.
Note
Step 2
Step 3
For information on logging in to Cisco Unified MeetingPlace Express, see the Installation and
Upgrade Guide for Cisco Unified MeetingPlace Express Release 1.2.
Capture the system information by following these steps:
a.
In Cisco Unified MeetingPlace Express click Administration in the top menu bar.
b.
On the left, click Services, then Logs, then View System Information Capture.
c.
Enter the information into the form. In the Approximate event time field, enter a time that is about
the time when you tried to log in using the LDAP mechanism.
d.
Enter 10 in the Log capture window field.
e.
Click View Logs.
f.
At the pop-up message, click OK.
g.
Save the file created by clicking Export to File.
Forward the saved file to Cisco TAC.
If you are using Cisco Unified CallManager, remember the following:
•
Ensure that you can log in to the Cisco Unified CallManager Data Connection Directory.
For example, in Cisco Unified CallManager go to Programs > DC Directory Administration. Log
in as the Directory Manager with the password that you specified in the Password field on the
Cisco Unified MeetingPlace Express Usage Configuration page (Administration > System
Configuration > Usage Configuration).
•
Note
Ensure that the first time a user logs in to Cisco Unified MeetingPlace Express, he uses the
End-User Interface.
When a user logs in for the first time, Cisco Unified MeetingPlace Express creates a profile for
that user “on the fly.” A successful login (and the message Welcome “User”) means that the
user’s profile was successfully created. If the user attempts to log in for the first time using the
Telephone User Interface (TUI), the system will not create a profile.
•
Ensure that the user profile is not locked in Cisco Unified CallManager. (User profiles become
locked after too many failed attempts to log in.)
•
Check the Cisco Unified MeetingPlace Express log in the following location:
/opt/cisco/meetingplace_express/tomcat/current/logs/bounty.out
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2
Backing Up, Archiving, and Restoring Data in
Cisco Unified MeetingPlace Express
This chapter contains the following troubleshooting topics:
•
Backing Up Data, page 2-1
•
Archiving Data, page 2-2
•
Restoring Data, page 2-2
After reviewing this chapter, if you still have problems with Cisco Unified MeetingPlace Express,
contact Cisco TAC. See the “Obtaining Technical Assistance” section on page vi for information on
contacting Cisco TAC.
Backing Up Data
You can use the Cisco Unified MeetingPlace Express Administration Center to configure the system to
automatically back up data.
If you choose to disable the automatic back up feature, you can still manually back up data. However, if
you disable the automatic backup, be sure to only run one backup at a time.
To manually back up data, follow these steps:
Procedure
Step 1
Log in to the Cisco Unified MeetingPlace Express operating system as the mpxadmin user.
Step 2
At the password prompt, enter the mpxadmin password.
The Cisco Unified MeetingPlace Express operating system desktop appears.
Step 3
Right-click on the desktop.
Step 4
From the menu, select New Terminal. This brings up a terminal session.
Step 5
Manually back up the data by entering the following:
sudo $MP_DATABASE/db-maintenance/backup.sh
Step 6
On the desktop, click RedHat > Network Services.
Step 7
Click Log out.
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Backing Up, Archiving, and Restoring Data in Cisco Unified MeetingPlace Express
Archiving Data
Archiving Data
You can use the Cisco Unified MeetingPlace Express Administration Center to configure the system to
automatically archive data. However, if you want to manually archive data, follow these steps:
Procedure
Step 1
Log in to the Cisco Unified MeetingPlace Express operating system as the mpxadmin user.
Step 2
At the password prompt, enter the mpxadmin password.
The Cisco Unified MeetingPlace Express operating system desktop appears.
Step 3
Right-click on the desktop.
Step 4
From the menu, select New Terminal. This brings up a terminal session.
Step 5
Manually archive the data by entering the following:
sudo $MP_DATABASE/db-maintenance/archive.sh
Note
The archive.sh script uses remote log-in credentials that are defined in the
$MP_DATABASE/db-maintenance/settings.config file. You can set these credentials through
the Cisco Unified MeetingPlace Express Administration Center.
Step 6
On the desktop, click RedHat > Network Services.
Step 7
Click Log out.
Restoring Data
Restoring data recreates the database server data from backed-up storage spaces and logical log files. You may
need to restore your data if you need to replace a failed disk that contains database server data, if there is a
logic error in a program that has corrupted the database, if you need to move your database server data to a
new computer, or if a user accidentally corrupts or destroys data.
To restore data up to the time of the failure, you must have at least one L0 backup. The restore is done using
the Informix command called ontape. Cisco Unified MeetingPlace Express provides a script called
restore.sh that guides you through the restore process. The script is in the $MP_DATABASE/db-maintenance
directory.
Backups have several levels (L0, L1, and L2). To restore the data, you must have the backup files in the
correct order. For example, if you have the correct L0 and L2 backup files, but not the appropriate L1
backup file, you cannot restore the data. This requires extra caution if you manually back up files on a
local disk or in the archiving location.
Caution
You can only restore a database that is from the same version of the Cisco Unified MeetingPlace Express
product. You cannot restore a database from a previous version.
The names of the databases that you are restoring from and restoring to must be the same.
Follow these steps to restore data from a backup file:
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Restoring Data
Procedure
Step 1
Log in to the Cisco Unified MeetingPlace Express operating system as the mpxadmin user.
Step 2
At the password prompt, enter the mpxadmin password.
The Cisco Unified MeetingPlace Express operating system desktop appears.
Step 3
Right-click on the desktop.
Step 4
From the menu, select New Terminal. This brings up a terminal session.
Step 5
Shut down the Cisco Unified MeetingPlace Express application by entering the following:
mpx_sys stop
Step 6
Restore the data by entering the following:
sudo $MP_DATABASE/db-maintenance/restore.sh
Step 7
On the desktop, click RedHat > Network Services.
Step 8
Click Log out.
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Restoring Data
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3
Common Telephone Issues in
Cisco Unified MeetingPlace Express
This chapter contains the following topics:
•
Tips for Failed Calls, page 3-1
•
Undetected Key Presses, page 3-2
•
Failed Incoming Calls, page 3-3
•
Dropped Calls, page 3-3
•
Dead Air During Calls, page 3-4
•
Dropped Packets, page 3-4
•
Unable to Call Out, page 3-5
After reviewing this chapter, if you still have problems with Cisco Unified MeetingPlace Express,
contact Cisco TAC. See the “Obtaining Technical Assistance” section on page vi for information on
contacting Cisco TAC.
Tips for Failed Calls
The following tips should always be used when troubleshooting failed calls:
•
Look for network congestion at the time of the call. Network congestion information can be found
via router and switch statistics.
•
Ensure that the Cisco Unified MeetingPlace Express system is set to full-duplex with 100 Mbps
network speed.
•
Ensure that the local switch port for the Cisco Unified MeetingPlace Express system has the same
auto-negotiation setting as the Cisco Unified MeetingPlace Express system. You can run the
mii-tool command from the CLI to see the current link setting.
•
If Cisco Unified MeetingPlace Express and the local switch (or router) are configured correctly,
make sure that the network on the other side of the switch or router is also set to 100 Mbps, full
duplex.
•
Ensure that the Cisco Unified MeetingPlace Express system is not connected to a multiple-device
Ethernet bus. The system works best if micro-segmented to use a single switch port rather than share
a bus with other devices. Sharing a bus can cause excessive collisions which reduce bandwidth and
cause unpredictable bandwidth availability.
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Undetected Key Presses
•
If there is still congestion, you may have to take standard congestion reduction measures such as
these:
– Reduce traffic in the local LAN by adding more switches and distributing the network devices
between them.
– Reduce the number of devices on the local LAN (and thus the traffic) by adding more routers to
create more (but smaller) LANs. There might also be unused ports on the local router in which
case more routers are not needed.
– Change network device settings to reduce unnecessary traffic such as adding Access Control
Lists (ACLs) to the local router to filter out irrelevant traffic.
•
Get a trace of network traffic. This trace should be taken as close to the eth0 port as possible.
•
Some phones provide network error statistics about how many bad frames have been received. See
if the particular phone has these statistics. If so, see if the phone has registered the reception of a
large number of bad frames.
•
Verify the configuration of the device that routes calls to Cisco Unified MeetingPlace Express.
•
Check for any firewalls between the phone and Cisco Unified MeetingPlace Express that may
prevent calls.
Undetected Key Presses
If it appears that the Cisco Unified MeetingPlace Express system is not detecting you when you press
the keys on your phone, try these steps:
Procedure
Step 1
Log in to the Cisco Unified MeetingPlace Express operating system as the root user.
Step 2
At the password prompt, enter the root password.
The Cisco Unified MeetingPlace Express operating system desktop appears.
Step 3
Right-click on the desktop.
Step 4
From the menu, select New Terminal. This brings up a terminal session.
Step 5
At the CLI, enter the following:
eventlog -b<mmddhhmm> -e<mmddhhmm>
For the start time (the -b value), enter a time shortly before the call failed. For the stop time (the -e value),
enter a time shortly after the call failed.
Step 6
Check the DID/DNIS and input events to determine which port is yours.
Step 7
Look later in the trace to see if DTMFs sent from your phone were being detected. If they are not
detected, then check the following:
•
Verify that the telephony network is using RFC 2833 digits or out-of-band digits. (The
Cisco Unified MeetingPlace Express system does not support in-band digits.)
•
Network congestion might be preventing the RFC 2833 digits or out-of-band digits from reaching
the system.
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Failed Incoming Calls
•
Check if G.729 coders are being used somewhere in your network, instead of G.711. G.729 will
seriously corrupt in-band digits (DTMF) causing these digits to either be lost or changed. If this is
happening and RFC 2833 is not a good choice, consider converting to a pure G.711 network.
Failed Incoming Calls
If you are not able to receive incoming calls, do the following:
Procedure
Step 1
Log in to the Cisco Unified MeetingPlace Express operating system as the root user.
Step 2
At the password prompt, enter the root password.
The Cisco Unified MeetingPlace Express operating system desktop appears.
Step 3
Right-click on the desktop.
Step 4
From the menu, select New Terminal. This brings up a terminal session.
Step 5
At the CLI, enter the following:
eventlog -b<mmddhhmm> -e<mmddhhmm>
For the start time (the -b value), enter a time shortly before the call failed. For the stop time (the -e value),
enter a time shortly after the call failed.
Step 6
Determine if the Cisco Unified MeetingPlace Express system registered the call signaling packets.
•
If the system registered the call, look for a reason in the trace log why the call was disconnected.
Enter one of these commands:
eventlog -b<mmddhhmm> -e<mmddhhmm> -v
eventlog -b<mmddhhmm> -e<mmddhhmm> -G -v
•
If the system did not register the call in the trace log, the problem might be a configuration problem
on the device that routes calls to Cisco Unified MeetingPlace Express. Also, check if any firewalls
may be preventing the call from reaching the system.
Dropped Calls
If calls are connected to the system, but then disconnect during the call, do the following:
Procedure
Step 1
Log in to the Cisco Unified MeetingPlace Express operating system as the root user.
Step 2
At the password prompt, enter the root password.
The Cisco Unified MeetingPlace Express operating system desktop appears.
Step 3
Right-click on the desktop.
Step 4
From the menu, select New Terminal. This brings up a terminal session.
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Dead Air During Calls
Step 5
At the CLI, enter the following:
eventlog -b<mmddhhmm> -e<mmddhhmm>
For the start time (the -b value), enter a time shortly before the call failed. For the stop time (the -e value),
enter a time shortly after the call failed.
Step 6
Check for a “far end disconnect event.” If you see this, the disconnect may have been initiated outside
of the Cisco Unified MeetingPlace Express system. Check for errors on the devices between the phone
and the Cisco Unified MeetingPlace Express system.
Step 7
If you do not see a “far end disconnect event,” the Cisco Unified MeetingPlace Express system hung up
on you first. Review the trace log to try to determine why the system hung up on you.
Step 8
If your system uses Cisco Unified CallManager contact the Cisco Unified CallManager network
administrator to get a call session trace indicating why Cisco Unified CallManager sent the disconnect
event to you.
Dead Air During Calls
If you think that your call has been disconnected, but your phone still shows that the call is active, follow
these steps:
Procedure
Step 1
If you are in a meeting, enter #21 to hear a roll call of all meeting participants.
Do you hear anything?
Step 2
•
If yes, you have at least one-way audio (that is, you can hear but not speak).
•
If you do not hear anything, either there is no audio either way or
Cisco Unified MeetingPlace Express cannot detect your DTMF keypresses.
Provide this information to your network administrator and try to get a call session trace from
Cisco Unified CallManager.
Dropped Packets
If you determine that packets are being dropped (as determined by RTCP statistics) or delivered with
errors and then dropped at the endpoints, consider changing the following call configuration parameters:
Procedure
Step 1
Log in to Cisco Unified MeetingPlace Express.
Step 2
At the top of the page, click Administration.
Step 3
On the left side of the page:
a.
Click System Configuration.
b.
Click Call Configuration.
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Unable to Call Out
c.
Step 4
Click Audio Parameters.
In the Default G.711 packet size (milliseconds) field, enter 10.
A smaller packet size reduces the damaging effect of a lost packet. However, network traffic increases
slightly.
Step 5
Set the Voice activity detect field to yes.
This reduces outgoing packets to callers. The Cisco Unified MeetingPlace Express system only
transmits packets if someone is actively speaking during a meeting. However, there might be a slight
delay when someone starts speaking causing part of their initial syllable to not be heard.
Step 6
Determine how to configure the phones in your organization to use Voice Activity Detect (VAD). This
way, the phones only send packets to the Cisco Unified MeetingPlace Express system when the phone
detects sound on your handset or headset.
Step 7
Set the Maximum jitter buffer (milliseconds) field to 250.
This is the maximum value allowed. This higher value introduces more delays into conversations, but
also reduces packet loss due to sudden surges in traffic.
Step 8
To maximize bandwidth, have the network administrator check that the your
Cisco Unified MeetingPlace Express system and the local switch that your system connects to are both
running in 100 Mbps full duplex mode.
Unable to Call Out
If users are unable to make calls out of the system, do the following:
•
Ensure that the H.323 ID field is not blank. To check this, go to the H.323 Call Configuration page
of the Administration Center.
If an individual user is unable to make calls out of the system, do the following:
•
If the user is a profiled user, go to the Edit User Profiles page and ensure that the Can call out of
meetings field is set to Yes.
•
If the user is a guest user, do both of the following:
– Go to the Usage Configuration page and ensure that the Allow guest outdials field is set to Yes.
– Go to the Edit User Profiles page and ensure that the Can call out of meetings field is set to
Yes for the user profile called guest.
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Unable to Call Out
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4
Exception Codes and Module Numbers Used in
Cisco Unified MeetingPlace Express
This chapter contains information about the exception codes used in the
Cisco Unified MeetingPlace Express system. After reviewing this chapter, if you still have problems
with Cisco Unified MeetingPlace Express, contact Cisco TAC. See the “Obtaining Technical
Assistance” section on page vi for information on contacting Cisco TAC.
Exception Codes
The Cisco Unified MeetingPlace Express system generates exception codes whenever there is an
internal problem. There are many exception codes and they are not all documented here. Only the most
meaningful codes and those that you can possibly fix are included.
To find these error codes, run the errorlog CLI command.
Table 4-1 contains the most frequently seen and important exception codes for the
Cisco Unified MeetingPlace Express system.
Note
Some exception codes are listed as a decimal number and others as a hexadecimal number. For
clarification, both code numbers are listed.
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Exception Codes
Table 4-1
Important Exception Codes in Cisco Unified MeetingPlace Express
Code
(Dec)
Code
(Hex)
Severity
Display Text
131157
0x20055
MAJOR
Time has been set backwards.
The system clock has been set
Some resource reservations may back to at least the previous
be lost.
month since the last time the
Cisco Unified MeetingPlace
Express application was
running. This can result in loss
of some resource reservation
records.
Comments
Recommended Action:
Verify the system clock.
Always shut down the Cisco
Unified MeetingPlace Express
application before changing
the clock.
131192
0x20078
MAJOR
The CS is behind ## seconds.
The conference management
Conf ##, Next Event ##, Time ## software has fallen behind
processing conference life
cycle events. This can indicate
the system is overloaded. It
can be a normal result of a
system being down for a while.
Repeated alarms about a
failure to catch up may
indicate a software defect.
Recommended Action:
No action required.
131198
0x2007E
INFO
No ports left to extend meeting. The Cisco Unified
Erc ##,Now ##, Length ##, Ports MeetingPlace Express system
##
was unable to extend a
meeting due to lack of
available voice ports.
Recommended Action:
No action required.
196686
0x3004E
MINOR
Too many conference events.
Probably indicates too many
Next event = ##, Conf = ##, Max people entering or leaving a
events = ##
meeting at the same time,
overloading the ability of the
Cisco Unified MeetingPlace
Express system to queue up
entry or exit announcements.
Recommended Action:
No action required.
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Exception Codes
Table 4-1
Important Exception Codes in Cisco Unified MeetingPlace Express (continued)
Code
(Dec)
Code
(Hex)
Severity
Display Text
196848
0x300F0
MINOR
Allocation of access ports to
A “too many access ports”
units has been fixed. Thank you! condition (see error message
0x300F1) has been resolved.
Comments
Recommended Action:
No action required.
196849
0x300F1
MINOR
Too many access ports compared The configured number of
to licenses ##.
voice ports exceeds the
number of valid licenses,
where ## is the configured
value. This may be caused by
the license being temporary
expired.
Recommended Action:
No action required.
196943
0x3014F
WARN
FLEXLM: Failed to connect to
license server; status = ##.
The license manager is not
running, probably because no
valid licenses are installed.
Recommended Action:
No action required.
196944
0x30150
MINOR
No conferencing licenses are
installed.
The system has no valid
licenses installed for either
voice or web conferencing.
The system defaults to six
voice conferencing licences.
Recommended Action:
Obtain and install licenses.
196946
0x30152
WARN
Unexpected LDAP response.
An unexpected response from
the LDAP server, possibly
indicating an incompatibility
between systems.
Recommended Action:
No action required.
196950
0x30156
MINOR
Password authentication
mechanism failure.
The password authentication
feature is not working.
Recommended Action:
Check for an LDAP
configuration problem or an
LDAP server failure.
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Exception Codes
Table 4-1
Important Exception Codes in Cisco Unified MeetingPlace Express (continued)
Code
(Dec)
Code
(Hex)
Severity
Display Text
196953
0x30159
MINOR
Password authentication failure; The password authentication
may need to configure or
feature is not working.
application restart.
Recommended Action:
Check for an LDAP
configuration problem or an
LDAP server failure. Try
restarting the application.
196959
0x3015F
INFO
No voice conferencing licenses
are installed.
Comments
The system has a web
conferencing license installed
but no voice conferencing
license.
Recommended Action:
Install voice conferencing
licenses.
458788
0x70024
MAJOR
Module timed out on “are you
there” query, class=##
One of the major software
modules (identified by the
class number) failed to
respond to a query from the
system integrity manager
(SIM). This restarts the
system.
Recommended Action:
Report all such occurrences to
Cisco TAC for problem
diagnosis.
458889
0x70089
WARN
Stopping exception log due to
flooding.
The exception logging process
stops logging if incoming
messages exceed a certain rate.
This prevents the logging
mechanism from stealing
critical resources when the
system is overloaded.
Recommended Action:
No action required.
458890
0x7008A
INFO
Lost ## exception events;
logging resumed.
The exception logging process
dropped the indicated number
of messages due to overload.
Normal logging has now
resumed.
Recommended Action:
No action required.
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Exception Codes and Module Numbers Used in Cisco Unified MeetingPlace Express
Exception Codes
Table 4-1
Important Exception Codes in Cisco Unified MeetingPlace Express (continued)
Code
(Dec)
Code
(Hex)
Severity
Display Text
458916
0x700A4
MAJOR
System crashed: restarted by the Alarm generated as the system
integrity manager.
comes back up; triggered by a
flag set during a reboot
initiated by the system
integrity manager (SIM).
Comments
Recommended Action:
No action required.
1572903 0x180027
INFO
CPGS: Too many conference
participants; can’t create voice
file.
The cumulative number of
guest participants in a meeting
has exceeded the system’s
ability to store name
recordings for that meeting.
The user name is not being
recorded. This normally
happens only during stress
testing.
Recommended Action:
No action required.
1572914 0x180032
MINOR
CPGS: No space available for
recording
Start of recording failed due to
lack of disk space.
Recommended Action:
Purge old recordings.
2097190 0x200026
WARN
NMPAgent received late
response (class=##, code=##)
The telephony or scheduling
part of the system is running
very slow, possibly due to
overload.
Recommended Action:
No action required.
2162708 0x210014
MINOR
POC: Invalid email address for
scheduler (##)
The meeting scheduler does
not have a valid e-mail
address; cannot send e-mail to
that user. ## is the unique user
ID of the scheduler.
Recommended Action:
No action required.
2162710 0x210016
WARN
POC: E-mail not sent. Client is
not authenticated.
E-mail rejected by e-mail
exchanger due to
authentication failure. Likely
an SMTP configuration
problem.
Recommended Action:
No action required.
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Chapter 4
Exception Codes and Module Numbers Used in Cisco Unified MeetingPlace Express
Exception Codes
Table 4-1
Code
(Dec)
Important Exception Codes in Cisco Unified MeetingPlace Express (continued)
Code
(Hex)
2162712 0x210018
Severity
Display Text
Comments
WARN
POC: E-mail not sent. SMTP
servers are unavailable.
Failed to connect to an SMTP
e-mail exchanger. The
exchanger may be down or
there may be a problem with
the SMTP configuration.
Recommended Action:
No action required.
2162713 0x210019
WARN
POC: E-mail not sent. Address
format is invalid.
A recipient’s e-mail address
was rejected due to an invalid
format.
Recommended Action:
No action required.
2162714 0x21001A
WARN
POC: SMTP server failed to
deliver e-mails due to unknown
recipient.
The SMTP e-mail exchanger
rejected a recipient’s e-mail
address as unknown.
Recommended Action:
No action required.
2260993 0x228001
MINOR
Connection to web conferencing Successfully reconnected to
service restored.
the web conferencing server.
Recommended Action:
No action required.
2260994 0x228002
MINOR
Error connecting to web
conferencing service. Trying
again...
Trying to reconnect to the web
conferencing server.
Recommended Action:
None needed as long as the
“Connection to web
conferencing service restored”
message is logged subsequent
to this message.
If that message is not logged,
then the system may need to be
restarted or serviced.
2260995 0x228003
MINOR
Lost connection to web
conferencing service. Trying
again...
Trying to reconnect to the web
conferencing server.
Recommended Action:
None needed as long as the
“Connection to web
conferencing service restored”
message is logged subsequent
to this message.
If that message is not logged,
then the system may need to be
restarted or serviced.
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Exception Codes and Module Numbers Used in Cisco Unified MeetingPlace Express
Module Numbers
Module Numbers
Some Cisco Unified MeetingPlace Express error messages refer to a module number but do not give the
name of the corresponding system component.
The following is an example of an error message:
11/11 15:13:37.13 MAJ 0x70041 0/2, "siupdown.cc", 265 (0x8, 0, 0, 0)
Restarting due to software module failure, module = 8
In the second line of this example, it says module = 8, which, based on Table 4-2, indicates that the error
was caused by the Telephone User Interface.
Table 4-2 converts the module numbers to system component names.
Table 4-2
Module Numbers and Names
Internal
Error
Number
System Component
Module
Number
0
IMC_CLASS_NULL
0
1024
IMC_CLASS_COMMON
1
Common functions
2048
IMC_CLASS_SIM
2
System Integrity Manager (SIM)
3072
IMC_CLASS_CP
3
Call processing
4096
IMC_CLASS_SM
4
Switch manager
5120
IMC_CLASS_CS
5
Conference scheduler = ERC_BAD
6144
IMC_CLASS_WS
6
Workstation server
7168
IMC_CLASS_EXC
7
Exception handler (in SIM)
8192
IMC_CLASS_VUI
8
Telephone user interface
9216
IMC_CLASS_DB
9
The database server
10240
IMC_CLASS_VUI_TESTER
10
TUI tester program
11264
IMC_CLASS_TRACE
11
SIM trace server
12288
IMC_CLASS_WF
12
Workstation front end
13312
IMC_CLASS_UTIL
13
Any command line utility
14336
IMC_CLASS_LSH
14
Shell facility
15360
IMC_CLASS_DBQ
15
Database query server
16384
IMC_CLASS_EMAIL_MSG
16
Class to support an error range
17408
IMC_CLASS_SNMPD
17
Class to support SNMP daemon control
18432
IMC_CLASS_PO
18
Post office server
19456
IMC_CLASS_PO_TESTER
19
Post office server tester program
20480
IMC_CLASS_SIM_MU
20
Multi-unit SIM session control
21504
IMC_CLASS_FAXGW
21
Fax gateway
22528
IMC_CLASS_WEBGW
22
Web publisher (overlaps with pegs)
22528
IMC_CLASS_PEGS
22
Peg server (part of SIM)
23552
IMC_CLASS_SDBS
23
Shadow database server
Description
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Chapter 4
Exception Codes and Module Numbers Used in Cisco Unified MeetingPlace Express
Module Numbers
Table 4-2
Module Numbers and Names (continued)
Internal
Error
Number
System Component
Module
Number
Description
24576
IMC_CLASS_SDBS_TESTER
24
Shadow database server tester program
25600
IMC_CLASS_GWSIMGR
25
26624
IMC_CLASS_GWSIMAGENT
26
27648
IMC_CLASS_STREAMGW
27
Streaming gateway
28672
IMC_CLASS_CCA
28
Call control agent
29696
IMC_CLASS_MPDIRSVC
29
Directory services
30720
IMC_CLASS_MERGED
30
PCI conversion/merge daemon
31744
IMC_CLASS_GSCOPE
31
Gyroscope application
32768
IMC_CLASS_NMPAGENT
32
NMPAgent
33792
IMC_CLASS_TWATCH
33
Trigger watch
34816
IMC_CLASS_POCLIENT
34
Post office client
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C H A P T E R
5
General Troubleshooting Tips for the
Cisco Unified MeetingPlace Express System
This chapter contains the following troubleshooting topics:
•
Swapping Out a Disk Drive, page 5-9
•
File Locations, page 5-10
•
Troubleshooting a Licensing Error Problem, page 5-11
•
Troubleshooting a Problem with Excessive Random E-Mails Being Sent, page 5-11
After reviewing this chapter, if you still have problems with Cisco Unified MeetingPlace Express,
contact Cisco TAC. See the “Obtaining Technical Assistance” section on page vi for information on
contacting Cisco TAC.
Swapping Out a Disk Drive
This section describes how to swap out a hard-disk drive on your Cisco MCS server. Each Cisco MCS
server has multiple hard-disk drives so it is possible to continue using the
Cisco Unified MeetingPlace Express system if a hard-disk drive fails. However, there will be no
redundancy and if the system goes down, you can lose your operating system, application, and data.
Before You Begin
Step 1
Determine the model number of your Cisco MCS server.
Step 2
Determine which hard-disk drive on your Cisco MCS server has failed.
Step 3
Order the replacement hard-disk drive. The replacement hard-disk drive must be the same model as the
one it is replacing.
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Chapter 5
General Troubleshooting Tips for the Cisco Unified MeetingPlace Express System
File Locations
Swapping Out a Disk Drive on a Cisco MCS 7825
All versions of the Cisco MCS 7825 have front-accessible, simple-swap SATA (Serial Advanced
Technology Attachment) hard-disk drives. The SATA hard-disk drives are accessible through openings
in the front bezel of the server. If a hard-disk drive fails, schedule server downtime, power down the
server, and replace the failed SATA drive by removing it (each drive is equipped with a front latch that
positively mates the drive to the server) and replacing it with an unconfigured spare hard-disk drive.
Follow these steps to change the disk:
Procedure
Step 1
Turn off the server and all peripheral devices.
Step 2
Disconnect the power cord and all external cables.
Step 3
Remove the bad hard-disk drive.
Step 4
Insert the new hard-disk drive.
Step 5
Connect the power cord and all external cables.
Step 6
Turn on the power.
Step 7
Reinstall the Cisco Unified MeetingPlace Express operating system and restore the application and your
data from a backup.
Swapping Out a Disk Drive on a Cisco MCS 7835 or Cisco MCS 7845
All versions of the Cisco MCS 7835 and the Cisco MCS 7845 support up to six Small Computer System
Interface (SCSI) hot-plug hard drives (or five hot-plug hard drives and one hot-plug tape drive) that are
configured using RAID 1. These are hot-swappable SCSI drives, so you can change them without
powering down the server.
Follow these steps to change a hard-disk drive if it fails:
Procedure
Step 1
Remove the bad hard-disk drive.
Note
Step 2
You do not need to turn off the power on your system.
Insert the new hard-disk drive.
The system automatically synchronizes the new disk with no interruption.
File Locations
System administrators use several files. Table 5-1 lists the locations of several common files.
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Chapter 5
General Troubleshooting Tips for the Cisco Unified MeetingPlace Express System
Troubleshooting a Licensing Error Problem
Table 5-1
File Locations
Location
Description
/lat/bin
Contains most of the executable files
/var/mp
Contains most of the stderr and stdout
files
/opt/cisco/meetingplace_express/application/logs
Contains most of the logs
/opt/cisco/meetingplace_express/application/versions
Contains a directory for each version
installed
/opt/cisco/meetingplace_express/uninstaller
Contains the uninstall script
/opt/cisco/meetingplace_express/database/db-maintenance
Contains the backup, archive, and restore
database scripts
Troubleshooting a Licensing Error Problem
Problem I’m trying to install a license and get an error that says “Sorry. Cannot enter the license at this
time.” Why?
Solution The hostname that you entered during the product installation contains more than 32 characters.
Use the net command to change the hostname of the system so that it contains 32 characters or less. See
the Installation and Upgrade Guide for Cisco Unified MeetingPlace Express Release 1.2 for
information about the net command.
Problem I am using Cisco Unified CallManager Release 5.x and whenever I try to subscribe to the
Cisco Unified MeetingPlace Express service for the Cisco Unified IP Phone with the correct username
and PIN, the login always fails. The phone screen shows an Authentication fails message. Why?
Solution This is a known bug. The workaround is to go into the Cisco Unified CallManager
administration area, navigate to the Cisco Unified MeetingPlace Express service, make no changes, and
click Update Subscriptions.
Note
This problem does not occur with Cisco Unified CallManager Release 4.x and earlier.
Troubleshooting a Problem with Excessive Random E-Mails
Being Sent
Problem The Cisco Unified MeetingPlace Express system is sending out excessive e-mails and this is
crashing our e-mail and voice mail system. What can I do to stop this?
Solution The e-mails are generated by the cron script. The cron deamon sends an e-mail report of all its
jobs to the e-mail address that is configured in the crontab file. To disable the e-mails, manually edit the
crontab file and change the line with MAILTO to read MAILTO= “”
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Chapter 5
Troubleshooting a Problem with the Web Page Not Coming Up
General Troubleshooting Tips for the Cisco Unified MeetingPlace Express System
Troubleshooting a Problem with the Web Page Not Coming Up
Problem After installing the Cisco Unified MeetingPlace Express system, the home page does not
appear.
Solution Make sure that you correctly set the host name values during installation. If you entered
incorrect information, use the net command to change the values. See the Installation and Upgrade
Guide for Cisco Unified MeetingPlace Express Release 1.2 for complete information about how to use
the net command.
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I N D EX
ontape
A
accessing the system
1-4
archiving data
about
passwd
1-3
restore
2-3
unimmunize
2-2
definition
2-2
userutil
2-2
auto-negotiation
1-3
1-3
Configuration and Maintenance Guide for Cisco Unified
MeetingPlace Express Release 1.2
3-1
location online
ii
B
D
backing up data
about
disk drives
2-1
definition
swapping
2-1
duplex
backups
L0
9
troubleshooting
2-2
3-1
G
C
Certificate Signing Request (CSR)
Cisco MCS 7835-H1-RC1
swapping disk drive
10
Cisco Unified MeetingPlace Express
common telephone errors
related documentation
troubleshooting
commands
archive
2-2
backup
2-1
errorlog
immunize
G.711
3-3
G.729
3-3
Guide to Cisco Unified Conferencing Documentation and
Support
location online
ii
3-1
ii
1-1, 2-1, 4-1, 9
accessing the system
1-5
I
1-4
Installation and Upgrade Guide for Cisco Unified
MeetingPlace Express Release 1.2
location online
ii
4-1
1-2
infocap
3-2, 3-4
mii-tool
3-1
J
jitter buffer
3-5
Troubleshooting Guide for Cisco Unified MeetingPlace Express Release 1.2
OL-11303-01
IN-1
Index
L
S
L0 backup
SATA hard-disk drives
2-2
10
speed
troubleshooting
M
3-1
SSL certificates
module numbers
accessing the system
4-7
troubleshooting
1-4
1-4
system administrator
P
recovering lost password
packet size
1-3
system clock exception code
3-5
4-2
passwords
changing for mpxadmin user
for mpxadmin user
for root user
T
1-2
trace log
1-1
for system administrator
recovering
1-2
1-3
1-1
3-4
troubleshooting
dead air during calls
dropped calls
private keys
uploading
1-4
R
reference documentation
Configuration and Maintenance Guide for Cisco Unified
MeetingPlace Express Release 1.2 ii
Guide to Cisco Unified Conferencing Documentation
and Support ii
Installation and Upgrade Guide for Cisco Unified
MeetingPlace Express Release 1.2 ii
User Guide for Cisco Unified MeetingPlace Express
Release 1.2 ii
User Guide for Microsoft Outlook Operating with Cisco
Unified MeetingPlace Express Release 1.2 ii
3-4
3-1
failed incoming calls
3-3
LDAP configuration
4-4
swapping out disk drives
undetected key presses
9
3-2
U
User Guide for Cisco Unified MeetingPlace Express
Release 1.2
location online
ii
User Guide for Microsoft Outlook Operating with Cisco
Unified MeetingPlace Express Release 1.2
location online
restoring data
about
3-3
dropped packets
failed calls
3-4
ii
2-2
definition
RFC 2833
2-2
V
3-2
VAD
3-5
voice activity detect
see VAD
Troubleshooting Guide for Cisco Unified MeetingPlace Express Release 1.2
IN-2
OL-11303-01
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