Installation and Troubleshooting Guide for Cisco Unified Video Advantage Release 2.0
Troubleshooting Cisco Unified Video Advantage
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Troubleshooting Cisco Unified Video Advantage

Table Of Contents

Troubleshooting Cisco Unified Video Advantage

General Troubleshooting

General Problems and Solutions

Video Problems

Audio Problems

Other Problems

Using Cisco Unified CallManager Serviceability Troubleshooting Traces

Using the Cisco Unified CallManager Real-Time Monitoring Tool (RTMT)

Using Cisco Unified CallManager CDR Analysis and Reporting (CAR)

Checking the Connections and the Video Signal Quality

Using the Troubleshooting Tools in Cisco Unified Video Advantage

Diagnostics Tool

Enable Detailed Logs Tool

Cisco Unified Problem Reporting Tool


Troubleshooting Cisco Unified Video Advantage


This chapter provides information for troubleshooting Cisco Unified Video Advantage and includes the following topics:

General Troubleshooting

Checking the Connections and the Video Signal Quality

Using the Troubleshooting Tools in Cisco Unified Video Advantage

General Troubleshooting

This section provides information for troubleshooting possible problems with Cisco Unified Video Advantage, and includes the following topics:

General Problems and Solutions

Using Cisco Unified CallManager Serviceability Troubleshooting Traces

Using the Cisco Unified CallManager Real-Time Monitoring Tool (RTMT)

Using Cisco Unified CallManager CDR Analysis and Reporting (CAR)

General Problems and Solutions

This section describes some general problems that you might encounter with Cisco Unified Video Advantage, and provides some suggested solutions. It includes these topics:

Video Problems

Audio Problems

Other Problems

Video Problems

Table 4-1

Symptom
Solution

No video on multi-party conferences

In Cisco Unified CallManager, check that the Media Resource Groups and Media Resource Group Lists include an MCU.

Make sure that a video conference bridge has been allocated and not an audio conference bridge.

Reference these guides for additional information:

Cisco Unified CallManager Administration Guide, Media Resource Group List Configuration Settings section

Cisco Unified CallManager System Guide, Media Resources section

Poor audio/video lip sync

Can be due to, but not limited to, the following conditions:

Quality of Service issues. Verify that Quality of Service is properly configured throughout the network (Refer to the Quality of Service design guide available at this URL: http://www.cisco.com/warp/public/779/largeent/it/ese/srnd.html)

High CPU utilization on the PC. A user might need to close some applications during a video call.

Network congestion

No video in the video windows, no-video icon appears

See the Cisco Unified Video Advantage User Guide to troubleshoot no-video issues for end users.

Make sure that Regions have been configured correctly for video. (See the "Configuring Cisco Unified CallManager for Cisco Unified Video Advantage" section on page 2-6.)

Make sure that Locations have sufficient video bandwidth. (See the "Configuring Cisco Unified CallManager for Cisco Unified Video Advantage" section on page 2-6.)

Make sure that a Media Termination Point (MTP) or Transcoder has not been allocated for video calls, as they do not support video capabilities.

If you are using Cisco Unified CallManager 5.0, adjusting the video quality settings below a certain value will cause Cisco Unified Video Advantage to display no video. Upgrade to Cisco Unified CallManager 5.0(4) or above to resolve this problem.

Cisco Unified Video Advantage uses Port 5445. If your firewall blocks this port, users will receive no video. You will need to configure your firewall to allow access to Port 5445 and enable video.

Upgrade to Cisco VPN Client 4.0. Earlier versions of Cisco VPN Client do not support video.

Make sure that Cisco IP Phone is running on the SCCP protocol. Cisco Unified Video Advantage is not supported in a SIP environment.

Remote Video window shows double or distorted images

This is caused by packet loss across a broadband connection. Select Settings > Video Quality ... to open the Video Quality dialog box. Deselect the Automatic checkbox, and click OK. The application automatically resets the bandwidth to 125kbps, which should be sufficient for most calls. Retry the call.

"Video bandwidth unavailable" displays on the Cisco Unified IP Phone phone screen

There is not enough bandwidth available to make a video call. See the "Configuring Cisco Unified CallManager for Cisco Unified Video Advantage" section on page 2-6, and refer to the Cisco Unified Unified CallManager Administration Guide, Location Configuration section.

Note In this situation, the Cisco IP Phone falls back to an audio-only call.

This icon appears in the system tray on the PC

There might be a problem with the video connection. See the "Checking the Connections and the Video Signal Quality" section.

Low frame rate (see above)


Video Problems

Audio Problems

Table 4-2

Symptom
Solution

No audio

Check that the audio is not muted on the Cisco IP Phone.

If the user is on a broadband connection, advise the user to lower the video quality settings. Select Settings > Video Quality ... to open the Video Quality dialog box. Deselect the Automatic checkbox, and click OK. The application automatically resets the bandwidth to 125kbps, which should be sufficient for most calls.


Audio Problems

Other Problems

Table 4-3

Symptom
Solution

No icon displays on the Cisco Unified IP Phone LCD screen

Cisco Unified Video Advantage is not associating with the Cisco IP Phone.

Verify the version of Cisco Unified IP Phone firmware; the firmware version must support video.

Verify that the Cisco Unified IP Phone model is supported.

Verify that these parameters are properly set in Cisco Unified CallManager for the hardware Cisco Unified IP Phones:

Video Capabilities is enabled

PC Port is enabled

See the "Configuring Cisco Unified IP Phones for Cisco Unified Video Advantage" section on page 2-9.

Verify that you can ping between the PC and the Cisco IP Phone.

Verify that you are not using a phone configured for SIP. Cisco Unified Video Advantage is currently only supported on SCCP.

Video Quality Settings

In most cases when working over a Local Area Network (LAN), users will not need to adjust the bandwidth setting. If you have mobile workers or telecommuters, they may need to cap their bandwidth settings at a maximum rate.

The Video Quality dialog is available from the Cisco Unified Video Advantage main window. Byclicking Settings > Video Quality... and then disabling the Automatic checkbox, a user can move the slider to adjust the bandwidth setting. A popup tooltip will display the bandwidth rate. Users can contact their respective Internet service providers, or if they are advanced users, they can use the DSL Reports internet site (http://www.dslreports.com/stest) and follow the instructions for obtaining upload and download speeds. Selecting a bandwidth is usually a factor of the uplink speed, which can range from a low of 50 Kbps up to perhaps 500 Kbps.

After the uplink speed is determined, you need to leave some headroom between the selected bandwidth setting and the capacity of the channel. (See the "Configuring Cisco Unified CallManager for Cisco Unified Video Advantage" section on page 2-6 for information about Location and Region settings.)

Note If users are limited to a low rate, for example 50 Kbps, they might not be able to participate in video conferences.

Disconnected calls on H.323 endpoints

When an H.323 endpoint is placed on hold by a Cisco Unified IP Phone, Cisco Unified CallManager utilizes a procedure referred to as the Empty Capabilities Set (ECS), sometimes also referred to as the Null Capabilities Set or TCS=0. H.323 endpoints must support ECS in order to respond properly when placed on hold. If they do not, the call will be disconnected when it is placed on hold, because the H.323 endpoint will not understand the ECS message from Cisco Unified CallManager and will therefore disconnect the call. Transfer, conference, and park operations also exhibit this behavior because there is an implicit hold operation that takes place in these scenarios as well (for example, when a call is transferred, the call is first placed on hold by Cisco Unified CallManager prior to completing the transfer).

Verify that the H.323 endpoint you are using supports ECS.

Note Some ECS implementations do not allow audio calls to become video calls after a transfer, conference, or park operation.

If an endpoint does not support ECS:

A Media Termination Point (MTP) can be added to provide supplementary support so that hold, transfer, conference, and park are available, ensuring that calls are not dropped. In this case, video is not supported for these calls.

To preserve video over the features (hold, transfer, conference, and park), configure the H.323 endpoint to require an MTP. But, make sure that the Media Resource Group List (MRGL) and the default MRGL do not include MTPs or Transcoders. Then hold, transfer, conference, and park will be disabled when calling this device, and the Cisco Unified CallManager will understand that the H.323 endpoint does not support these features

PC CPU utilization at
100 %

The minimum Cisco Unified CallManager version required for Cisco Unified Video Advantage is used with a physical Cisco Unified IP Phone is Cisco Unified CallManager Verision 4.0(1) Service Release 2.

The minimum Cisco Unified CallManager version required for Cisco Unified Video Advantage to interoperate with Cisco IP Communicator is Cisco Unified CallManager Version 4.1(3), Service Release 1. (See the "Cisco Unified Video Advantage Hardware and Software Requirements" section on page 1-4.)

Close any applications that are not being used while on a video call in order to free up some PC CPU resources.


Other Problems

Using Cisco Unified CallManager Serviceability Troubleshooting Traces

You can use the Serviceability TroubleShooting Trace Setting web pages that are available on Cisco Unified CallManager. From the Cisco Unified CallManager Administration application, you can access the Serviceability TroubleShooting Trace Setting pages by going to Application > Cisco Unified CallManager Serviceability > Trace  > TroubleShooting Trace Setting.

For more information about setting up and using Cisco Unified CallManager Serviceability Traces, refer to the following guides:

Cisco Unified CallManager Serviceability System Guide, "Trace" section.

Cisco Unified CallManager Serviceability Administration Guide, "Troubleshooting Trace Setting Configuration" section.

These guides are available at this URL: http://www.cisco.com/en/US/products/sw/voicesw/ps556/prod_maintenance_guides_list.html

Using the Cisco Unified CallManager Real-Time Monitoring Tool (RTMT)

You can use the Cisco Unified CallManager Real-Time Monitoring Tool to monitor real-time information (video active calls, video completed calls, and so on).

For more information about setting up and using this tool, refer to the following guides:

Cisco Unified CallManager Serviceability System Guide, "Real-Time Monitoring Tool" section.

Cisco Unified CallManager Serviceability Administration Guide, "Real-Time Monitoring Configuration" section.

These guides are available at this URL: http://www.cisco.com/en/US/products/sw/voicesw/ps556/prod_maintenance_guides_list.html

Using Cisco Unified CallManager CDR Analysis and Reporting (CAR)

You can use CAR to view Call Details Records and generate reports on video conference bridge information.

For more information about setting up and using this tool, refer to the following guides:

Cisco Unified CallManager Serviceability System Guide, "CDR Analysis and Reporting" section.

Cisco Unified CallManager Serviceability Administration Guide.

These guides are available at this URL: http://www.cisco.com/en/US/products/sw/voicesw/ps556/prod_maintenance_guides_list.html

Checking the Connections and the Video Signal Quality

From the Cisco Unified Video Advantage main window, you can check the connections from the PC to the Cisco Unified IP Phone and the Cisco VT Camera, as well as the video signal quality.

If you want to...
Then...

Check the connection indicators

Open the Cisco Unified Video Advantage main window.

If the connections are working, in the main window you see green connecting lines between the selected phone and thecamera.

If a connection to the Cisco Unified IP Phone and/or to the Cisco VT Camera is not working, you see a broken red connecting line.

Make sure that you are placing the call on the selected phone device.

If using the hardware phone, check that the Ethernet cable from the PC is connected directly to the port labelled "10/100PC" on the back of the Cisco Unified IP Phone.

Make sure that the Cisco Unified IP Phone is enabled for video. (See the "Before You Begin" section on page 3-7.)

Note After the Cisco Unified Video Advantage software is started, you need to wait about 1 minute to 1 1/2 minutes for the software to be active and communicating with Cisco Unified CallManger before you place a call.

Check the video signal quality indicator

Open the local or remote video windows.

In the status bar on the bottom of each window you see the video signal quality indicator. (You can think of this video signal quality indicator as similar to the signal strength indicator on a cell phone.)

The strongest possible signal quality is shown when the bar is solid green. The poorest signal quality is shown when the bar is solid grey. Video signal quality is affected by both the state of the network and the state of the PC, and fluctuates over time. If the indicator stays in the mostly green range, you can expect higher quality video. If the indicator is mostly grey, you will notice poorer video quality.

See the "Using the Troubleshooting Tools in Cisco Unified Video Advantage" section for more troubleshooting information.


Using the Troubleshooting Tools in Cisco Unified Video Advantage

This section describes some tools in Cisco Unified Video Advantage that can help you to troubleshoot video call problems. These include:

Diagnostics Tool

Enable Detailed Logs Tool

Cisco Unified Problem Reporting Tool

Diagnostics Tool

The Diagnostics Tool provides some technical details about the current state of the Cisco Unified Video Advantage software that is running on the PC, as well as connectivity to Cisco IP Communicator or the Cisco IP Phone, and information about the performance of the Cisco VT Camera.

To use the Diagnotics Tool:

Double right-click anwhere on the console. The Diagnostics window displays.

When troubleshooting some Cisco Unified Video Advantage problems with the assistance of the Cisco Technical Assistance Center (TAC), TAC representatives might ask you to provide them with the information displayed in the Diagnostics dialog.

Enable Detailed Logs Tool

The Enable Detailed Logs Tool in Cisco Unified Video Advantage provides some trace reporting options.

To use the Detailed Logs Tool:

Open the Cisco Unified Video Advantage main window and select Settings > Enable Detailed Logs.

When troubleshooting some Cisco Unified Video Advantage problems with the assistance of the Cisco Technical Assistance Center (TAC), TAC representatives might ask you to adjust these options and then provide them with the trace information you obtain through the reporting and logging options. The log files are stored in the C:\Documents and Settings\<userid>\Application Data\Cisco\Cisco Unified Video Advantage folder.

Cisco Unified Problem Reporting Tool

In general, if Cisco Unified Video Advantage crashes, or experiences other problems, the Cisco Unified Problem Reporting Tool will launch automatically. If it does not, and users need to generate a report, they should select Start > Programs > Cisco Unified Video Advantage > Cisco Unified Problem Reporting Tool. A dialog box displays. The user should click Next, then enter a description of the problem encountered in the description box. Clicking Next will email a copy of the problem report to a Cisco representative who will then respond to the problem. If you would prefer that your users send problem reports directly to you, advise them to deselect the Email the problem report to Cisco Systems, Inc. checkbox, and click Next. The problem report will appear as a zip file on the user's desktop, and they can then email it to you directly.