User Guide for Cisco Unified Video Advantage, Release 2.2
Troubleshooting Cisco Unified Video Advantage
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Troubleshooting Cisco Unified Video Advantage

Table Of Contents

Troubleshooting Cisco Unified Video Advantage

How to Resolve Problems With Video

Why are some camera settings grayed out?

Video Windows Have No Video and the No-Video Icon Appears in a Black Screen

Remote Video Window Shows Double or Distorted Images

Video Bandwidth Unavailable Message Appears on Cisco Unified IP Phone LCD Screen

Video Problem Icon Appears in the System Tray

Low-Signal Strength is Displayed in Video Windows

Problems with No Audio During a Call

Problems with Microsoft Windows Hanging While Booting

How to Troubleshoot Connections

Broken Connection Lines in the Console Window

Cisco Unified Video Advantage Cannot Connect to Cisco IP Communicator

How to Get Information for Your System Administrator

Capturing Log Files

Enabling Detailed Logs


Troubleshooting Cisco Unified Video Advantage


How to Resolve Problems With Video

Problems with No Audio During a Call

Problems with Microsoft Windows Hanging While Booting

How to Troubleshoot Connections

How to Get Information for Your System Administrator


Note Contact your system administrator to make sure your computer meets the minimum system requirements for using Cisco Unified Video Advantage and the video camera on the network.


How to Resolve Problems With Video

Video Windows Have No Video and the No-Video Icon Appears in a Black Screen

Remote Video Window Shows Double or Distorted Images

Video Bandwidth Unavailable Message Appears on Cisco Unified IP Phone LCD Screen

Video Problem Icon Appears in the System Tray

Low-Signal Strength is Displayed in Video Windows

Why are some camera settings grayed out?

Cameras that use a USB Video Camera (UVC) driver such as the Cisco VT Camera III, only expose certain settings as defined by the driver. This is further determined by the operating system.

Video Windows Have No Video and the No-Video Icon Appears in a Black Screen

Problem   On your system, there is no video in the video windows, and the no-video icon appears in a black screen.

Solution   Try these solutions:

Open the Cisco Unified Video Advantage console:

Check the local video window status bar for messages, which indicate the camera is unplugged, low-light conditions, or that the camera needs to be enabled.

Make sure that you did not enable video confirmation (Settings > Video Confirmation), or that your system screensaver is inactive, or that your system is unlocked, or that you did not lock your system during a call.

Perform a Video Check by toggling Video > Video Check. The local and remote video windows should display, and a green light should be lit on the camera (on top, above the camera lens). When finished, toggle Video > Video Check again.

Check that the video is not muted.

Check the connectivity status of the phone and camera as well as the video signal quality.

If you are on an active call, put your Cisco Unified IP Phone on hold, and then resume the call.

Check that the camera USB cable is properly connected to the USB port on the system.

If the camera is connected to a USB hub, make sure it is a powered hub.

If you are using Cisco IP Communicator make sure that Release 2.0 or later is installed and running on your system.

Check that your system is directly connected to the system port on the back of your Cisco Unified IP Phone.

Check to see if your Cisco Unified IP Phone is video enabled. Look for the video icon on the phone screen.

Check that the video card driver for your computer is the latest for your operating system. Ask your system administrator for assistance, if necessary.

If you are using Cisco IP Communicator and calling over a broadband connection, select Settings > Video Quality in Cisco Unified Video Advantage. Uncheck Automatic, and move the slider toward Lower Network Use until you see the video quality improve.

Related Topics

How to Troubleshoot Connections

Remote Video Window Shows Double or Distorted Images

Problem   Remote video window shows double or distorted images.

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

Video Bandwidth Unavailable Message Appears on Cisco Unified IP Phone LCD Screen

Problem   The message "Video bandwidth unavailable" displays on the Cisco Unified IP Phone LCD screen.

Solution   There is not enough bandwidth for the video call. Contact your system administrator for assistance.

Video Problem Icon Appears in the System Tray

Problem   The video problem icon appears in the system tray on the system.

Solution   There might be a problem with your video connection.

Verify that the camera drivers are installed for a supported camera.

To verify that the camera drivers installed correctly, choose Start > My Computer, right-click, and select Properties. Click the Hardware tab, and select Device Manager. On the Device Manager window, expand Imaging Devices, and check that the camera is listed. If it is not listed, the installation did not complete correctly and you should try the installation again.

Verify that the camera is correctly connected to a USB 2.0 port on your computer.

Related Topics

Getting Started with the Video Camera, page 2-1 (troubleshooting tips)

How to Troubleshoot Connections

Low-Signal Strength is Displayed in Video Windows

Problem   You see the low-signal strength indicator

Solution   Open the local or remote video windows. The video signal quality indicator is along the bottom of each window. (You can think of this video signal quality indicator as similar to the signal strength indicator on a mobile 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 system 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.

Problems with No Audio During a Call

Problem   There is no audio during a call.

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

If you are on a broadband connection, lower the video quality settings. Select Settings > Video Quality. In the Video Quality window, deselect Automatic, and click OK. The application automatically resets the bandwidth to 125kbps, which should be sufficient for most calls. Retry the call.

If you are a mobile user connected through Cisco VPN client software, make sure that the Stateful Firewall setting is unchecked (disabled).

Problems with Microsoft Windows Hanging While Booting

Problem   Microsoft Windows hangs while you are booting your computer.

Solution   Check to see whether you are using a powered USB hub into which are plugged multiple devices. If so, unplug the hub, reboot your system, and then plug the hub back in after your system has booted up.

How to Troubleshoot Connections

Broken Connection Lines in the Console Window

Cisco Unified Video Advantage Cannot Connect to Cisco IP Communicator

Broken Connection Lines in the Console Window

Problem   You see broken connecting lines between the Cisco VT Camera and either the Cisco IP Communicator or Cisco Unified IP Phone icons.

Solution   The connection to the Cisco Unified IP Phone and/or to the Cisco VT Camera is not working.

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

If you are using the physical phone, check that the Ethernet cable from the system is connected directly to the system port on the back of the phone.

Make sure that the Cisco Unified IP Phone is enabled for video. For details, see "Related Topics."

Related Topics

Making Sure Your Cisco Unified IP Phone is Set Up for Video Calls, page 2-13

Cisco Unified Video Advantage Cannot Connect to Cisco IP Communicator

Problem   Cisco Unified Video Advantage cannot connect to Cisco IP Communicator.

Solution   Try these solutions:

Check that Cisco IP Communicator has been video enabled. If your Cisco IP Communicator is not video enabled, contact your system administrator for assistance. Ask your system administrator to ensure that Cisco IP Communicator is not using SIP as its call-control protocol because it does not interoperate with Cisco Unified Video Advantage.

Check that you are using the correct Cisco VPN client software. Contact your system administrator for assistance.

How to Get Information for Your System Administrator

If you experience problems with Cisco Unified Video Advantage, your system administrator might ask you to do one or more of the following:

Capturing Log Files

Enabling Detailed Logs

Capturing Log Files

Procedure


Step 1 Look on your desktop for a .zip file with a name that starts with CUVA, followed by a string of numbers and letters.

If this file was not generated automatically, create it:

a. Enable detailed logging. Choose Settings > Enable Detailed Logs.

b. Do one of the following:

Choose Help > Create Problem Report.

Choose Start > All Programs > Cisco Unified Video Advantage > Cisco Unified Problem Reporting Tool.

c. Follow the instructions that you see. Before you click Finish, note the name of the file that has been created on your desktop.

Step 2 Create an e-mail with the following information, especially if the system generated the problem report automatically:

A description of the problem.

An explanation of what you were doing at the time the problem occurred.

Any other details that might have affected the situation.

Step 3 E-mail the generated file and accompanying information to your system administrator.

If additional log files are required, your system administrator will tell you where to find them.


Related Topics

Enabling Detailed Logs

Enabling Detailed Logs

If you are experiencing problems using Cisco Unified Video Advantage and your system administrator tells you to do so, enable detailed logging.

Procedure


Step 1 Open the Cisco Unified Video Advantage console.

Step 2 Choose Settings > Enable Detailed Logs.

Your setting remains until you change it, even after you restart.



Note Detailed logging might impair performance so you should turn it off as soon as you no longer need it.Use the same procedure to turn off detailed logging.