Cisco TELEPRESENCE MANAGEMENT SUITE PROVISIONING - TROUBLESHOOTING GUIDE 13.0 Troubleshooting Manual
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Troubleshooting
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Summary of Contents for Cisco TELEPRESENCE MANAGEMENT SUITE PROVISIONING - TROUBLESHOOTING GUIDE 13.0
- Page 1 Cisco TelePresence Management Suite Provisioning Troubleshooting guide D14427.03 December 2010...
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Page 2: Table Of Contents
Introduction Table of Contents Introduction ..........................3 Provisioning logs ........................4 Cisco TMS provisioning directory logs ......................4 Cisco VCS provisioning logs ......................... 4 Movi client logs .............................. 4 Audit.log ..............................5 E20 logs ................................. 5 The Cisco TMS Provisioning Directory backend ..............6 Cisco TMS Agent Diagnostics ........................ -
Page 3: Introduction
Introduction Introduction This document provides troubleshooting information for Cisco TelePresence Management Suite (Cisco TMS) administrators who configure and maintain provisioning for Cisco TelePresence products. The document contains: Overviews of logs that may be of assistance in troubleshooting provisioning. Strategies for resolving provisioning-related problem scenarios in TMS, Cisco TelePresence Movi (Movi), and Cisco IP Video Phone E20 (E20), with references to error messages that the user or administrator may encounter. -
Page 4: Provisioning Logs
Movi client logs There are currently six Movi log files total, as described below. Movi places its log files in <CSIDL_LOCAL_APPDATA>\TANDBERG\Movi\2.0\Logs\. The <CSIDL_LOCAL_APPDATA> folder is typically: Windows XP: %USERPROFILE%\Local Settings\Application Data\ Windows Vista and Windows 7: %LOCALAPPDATA% (typically %USERPROFILE%\AppData\Local) The directory is hidden by default on these systems. -
Page 5: Audit.log
Provisioning logs File name Description Client.log Information related to the client, the GUI and the "business logic" of the client GStreamer.log Information from the GStreamer layer SIP.log Information from the SIP signalling TAF.log Application framework layer information Log parameters Logging is controlled by the Logs.ini file in the same directory. This file has one section for each of the log files above. -
Page 6: The Cisco Tms Provisioning Directory Backend
The Cisco TMS Provisioning Directory backend The Cisco TMS Provisioning Directory backend Cisco TMS Agent Diagnostics In Cisco TMS, you can go to Administrative Tools > TMS Agent Diagnostics to monitor and schedule various diagnoses for the Cisco TMS Agents. Cisco TMS Agent Diagnostics are run automatically after you have added any Cisco VCS to the Cisco TMS and then enabled Cisco TMS Agent data replication on the VCS or VCS cluster. -
Page 7: Adding Vcs To Tms Fails
Is the management address on the Cisco VCS the IP address of the Cisco TMS? Utilise Cisco TMS Tools found on the server under Start > Programs > Tandberg to check and verify SNMP connectivity to the Cisco VCS. In Cisco TMS Tools, select Utilities > Check SNMP... -
Page 8: Importing From Microsoft Active Directory Fails
The Cisco TMS Provisioning Directory backend Has the Device Provisioning option key been enabled on the Cisco VCS Control? Go to Administrative Tools > TMS Agent Diagnostics, select the Cisco VCS and run Verify that the "Device Provisioning" option key is installed on the VCS Control. Has the Movi option key has been added to the Cisco TMS? Go to Administrative Tools >... -
Page 9: Movi Troubleshooting
Movi troubleshooting Movi troubleshooting Error messages A short error message is displayed on-screen when communication errors occur with the Cisco VCS. Below are descriptions of relevant troubleshooting strategies, grouped by error message headings. Login failed Wrong username, domain, and/or password Check Audit.log and make sure that the username and domain used for the login attempt are correct. -
Page 10: Call Failed
Movi troubleshooting Could not find server in DNS Look at Audit.log. Did Movi receive provisioning data from server before the error occurred? If the error occurred before receiving provisioning data, make sure that Movi is trying to connect to the correct VCS. This is configured in Movi’s Advanced settings, but can be read from Audit.log. -
Page 11: Phone Book Services Are Unavailable
Movi troubleshooting An error was received from the server The call was rejected by the Cisco VCS. The error message received from the server is in the user’s Audit.log. Not enough call licenses All available licenses may already be in use. Check for available Movi licenses in Cisco TMS under Administrative Tools >... -
Page 12: Disconnected From Server
Movi troubleshooting Advanced settings are missing The Advanced information on the Movi client has been detected as missing. Confirm this by looking at Audit.log, where missing settings will be noted as <empty>. Then make sure the Internal VCS, External VCS, Domain and Transport field are all specified correctly. -
Page 13: E20 Troubleshooting
Make sure that the username, password, domain, and Cisco VCS address entered in the configuration wizard (Settings > Configure your TANDBERG E20) are correct. In Cisco TMS, go to Systems > Provisioning > Directory and verify that the user exists and has been provided with the correct username and password. -
Page 14: Check Access Control
E20 troubleshooting Check access control If provisioning otherwise works as expected, but a user or user group is not seeing any phone books, access to phone books may not be configured in Cisco TMS, or it is configured incorrectly. In TMS, go to Phone books > Manage phone books. Click on/open a phone book that should be available to the user. -
Page 15: References And Related Documents
References and related documents References and related documents The following table lists documents and websites referenced in this document. All Cisco TelePresence documentation can be found on the support website. For advice from the technical support team on all Cisco TelePresence products, see articles in the knowledge base. -
Page 16: Disclaimers And Notices
Disclaimers and notices Disclaimers and notices THE SPECIFICATIONS AND INFORMATION REGARDING THE PRODUCTS IN THIS MANUAL ARE SUBJECT TO CHANGE WITHOUT NOTICE. ALL STATEMENTS, INFORMATION, AND RECOMMENDATIONS IN THIS MANUAL ARE BELIEVED TO BE ACCURATE BUT ARE PRESENTED WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED. USERS MUST TAKE FULL RESPONSIBILITY FOR THEIR APPLICATION OF ANY PRODUCTS.