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Cisco TelePresence MCU 4200 Series

Disconnect reasons on MCUs

What do the different disconnect reasons on the Cisco TelePresence MCU mean?

This article applies to the following products:

  • Cisco TelePresence MCU 4200 Series
  • Cisco TelePresence MCU 4500 Series
  • Cisco TelePresence MCU 5300 Series
  • Cisco TelePresence MCU MSE Series

When a call ends, the reason for the disconnection is shown in the status column of the Previous Participants table on the Conferences > ConferenceName > Participants page. The different reasons include:


Disconnection reason Explanation
Authentication failed The MCU and the endpoint could not authenticate each other when trying to establish a secure connection.
Busy The MCU could not make the connection because the endpoint was on another call.
Call ended by remote party The endpoint hung up a call that was in progress.
Call rejected The endpoint chose to reject an incoming call instead of answering.
Capability negotiation error This is due to the MCU's capabilities being rejected, or the MCU not receiving a reply to its capability message. Check your endpoint is running the latest version, and that there is no network congestion that could stop messages reaching the MCU.
Disconnect reason not set Disconnect reason not set.
Disconnect reason not specified Disconnect reason not specified.
Disconnected due to protocol error There has been an unspecified protocol error.
DNS name lookup failed The address typed was not registered to a gatekeeper, could not be dialed as an IP address and could not be found with a DNS lookup.
Error This disconnect reason should not appear in the previous participant list and it may indicate a fault or incompatibility. Check the event log which may provide more details.
Failed to connect to remote server Unable to connect to VNC server. This can be due to a network problem or if a VNC server is not listening on the specified host.
Far-end gatekeeper refused call The call failed because the remote endpoint's request was refused by its gatekeeper.
Far-end gatekeeper unreachable The remote gatekeeper did not respond to the endpoint that the MCU was trying to call.
Gatekeeper is required but not available The MCU settings require that a gatekeeper be present, but the gatekeeper is not responding.
Gateway resources unavailable The remote gateway has insufficient resources to let the call complete. For example the call is being routed to an ISDN gateway with insufficient channels to allow the call to complete.
H.225 decode error The MCU was unable to decode an incoming H.225 message.
H.225 protocol error There has been an H.225 protocol error. For example the endpoint has sent an invalid H.225 message to the MCU.
H.225 network connection error There has been an error establishing a TCP connection to the H.225 socket on the endpoint. For example there is no route to the desired IP address.
H.245 decode error The MCU was unable to decode the incoming H.245 message.
H.245 protocol error There has been an H.245 protocol error. For example the endpoint has sent an invalid H.245 message to the MCU.
H.245 network connection error There has been an error establishing a TCP connection to the H.245 socket on the endpoint. For example the endpoint is not listening on the H.245 port it had previously specified.
Incompatible VNC version <n> The VNC version is incompatible with MCU. Check Knowledge base for details of supported versions.
Local Gatekeeper refused call The gatekeeper to which the MCU is registered refused to complete the call. This may occur if the gatekeeper can not route the call or blocks it for security reasons.
MCU* initiated disconnection The MCU disconnected a participant from the conference. This could be the result of a scheduled conference ending, a web user deliberately disconnecting a participant, or an API call ending the conference. * Will refer to MSE if using the blade platform.
MCU* initiated disconnect all The MCU disconnected all participants from the conference. This could be the result of a scheduled conference ending, a web user deliberately disconnecting all participants, or an API call ending the conference. * Will refer to MSE if using the blade platform.
Message queue overflow An excess of information in the message buffer has caused it to run out of space and overflow.
Network error There has been an unspecified network error.
No answer The endpoint started ringing but the call was not accepted by the user.
No gatekeeper configured to resolve DN The address could not be resolved as an IP address, but no gatekeeper is set on the Settings > Gatekeeper page to resolve the number into an E.164 address.
Port allocation exceeded The MCU could not honour this connection because there were no available ports.
Q.931 decode error The MCU was unable to decode an incoming Q.931 message.
Q.931 protocol error There has been a Q.931 protocol error. For example the endpoint has sent an invalid Q.931 message to the MCU
Remote destination unreachable The MCU received a reply indicating that H.323 calls cannot be established, for example, endpoint is switched off, if IP address was mis-typed or the MCU called to an address that cannot receive a H.323 call.
Service unavailable The requested service is unavailable. This directly corresponds to an H.323 or SIP message received from the far end to indicate that the call is unable to proceed. The far end could have made this decision for any one of a number of reasons, including lack of resource availability or a call routing policy that prevents the MCU from calling the destination number.
Timeout error No reply from the endpoint, for example if network problems prevented any messages reaching the endpoint from the MCU, or vice versa.
Video port allocation exceeded A participant requires video and does not support audio, and the MCU has no more video ports free. (Only applicable to VNC participants.)


March 6th, 2013 TAA_KB_87