Troubleshooting Guide for Cisco Unified Personal Communicator Release 7.0
Downloads: This chapterpdf (PDF - 138.0 KB) The complete bookPDF (PDF - 1.84 MB) | Feedback


Table Of Contents

A - B - C - D - F - I - L - N - O - P - S - T - U - V - W -




call statistics 1-4

one way 2-2

robotic voices over low-bandwidth link 2-2

audio problems, resolving

one-way audio 2-2

robotic sounds, low-bandwidth link 2-2

availability status

does not change from Available to Busy while in a call 2-6

firewall configuration 2-6

VPN client configuration 2-5


buttons, dimmed

for web conferencing 2-25, 2-34

when making a call 2-8

when making a video call 2-8

when sending an email 2-8


call statistics

audio call statistics fields 1-6

Cisco IP phones and RTCP 1-6

events that cause collection 1-5

gathering 1-4

log format 1-5

refresh rate 1-5

video call statistics fields 1-7

Cisco TAC Case Collection tool 1-4

connection status, gathering 1-7

contact list problems, resolving

cannot add a contact 2-8

incorrect availability status 2-5

missing availability information for large contact lists 2-7

shows offline status for logged in users 2-3


desk phone problems, resolving

automatically changes to disabled mode 2-10

remains in Disabled mode 2-9

detailed logs, described 1-2

directory problems, resolving

cannot connect to server 2-11

no picture displayed in contact details (AD) 2-13

no picture when placing a call 2-13

phone number does not resolve to a name 2-14

search returns no results, incorrect results, or unexpected results 2-11

single character and group of character search results 2-12

slow searches 2-12

wrong picture displayed when dialing 2-13


firewalls, availability status incorrect 2-6


instant messaging problems, resolving

send instant message option is dimmed 2-14

user can send IMs to others but they cannot send IMs back 2-15

user experiences delays in sending and receiving with a federated user 2-15

user has unknown state and cannot receive messages 2-15


log-in problems 2-16


call statistic information saved in 1-4

capturing detailed 1-2

collecting when the application crashes 1-3

low-bandwidth link, robotic sound quality 2-2


network connection problems 2-16


one-way audio 2-2

online help, unable to view 2-17


performance degraded from detailed logs 1-2

place a call button and menu option, dimmed 2-8

problem reporting

caveats for roaming users 1-3

described 1-3

GMT date stamp 1-3


send email button and menu option, dimmed 2-8

server connection status, gathering 1-7

softphone audio statistics 1-4

softphone problems, resolving

phone does not connect 2-17

reverts to Desk Phone or to Disabled 2-18


TAC Case Collection tool 1-4



Cisco Unified Presence troubleshooting information 2-1

user guide and troubleshooting information 2-1


video call statistics 1-7

video problems

camera does not function under Windows 2-19

full-screen overlaid on second monitor 2-19

incoming video is black 2-19

video merge creates audio-only conference 2-20

video telephony camera, location of drivers 2-19

voicemail problems, resolving

disappears from the Recent pane 2-20

does not appear in Recent pane 2-20

Send to Voicemail, not selectable 2-23

server is running and credentials are correct 2-22

unlocking accounts with locked passwords on Cisco Unity 2-21

unlocking accounts with locked passwords on Cisco Unity Connection 2-21

voicemail password blank in Preferences dialog box 2-23

voice quality and voice gateways, diagnosing 1-4

VPN clients

availability status incorrect 2-5

missing availability in large contact lists 2-7


web conferencing problems with Unified MeetingPlace, resolving

host names

proxy server name not resolving 2-38

web server name not resolving 2-37

meeting no longer exists 2-37


access through browser but not through Unified Personal Communicator 2-35

expired 2-35

missing 2-36

password blank in Preferences dialog box 2-40

security certificates

do not match target host name 2-40

invalid 2-39

invalid or not readable 2-39

not verifiable 2-38

started only on host but not on other clients 2-34

start or end a session 2-36

server not connected 2-36

user has no permissions 2-36

user profile locked or inactive 2-35

Web Conferencing button, dimmed 2-34

web server returns empty response 2-38

web server times out 2-38

web conferencing problems with Unified MeetingPlace Express, resolving

ending a conference

conference no longer exists 2-30

invalid meeting type 2-30

without specifying a meeting ID 2-31

license capacity reached error 2-28

login problems

login ID missing 2-33

login ID or password invalid 2-29

login module exception 2-28

password blank in Preferences dialog box 2-33


expired 2-29

missing 2-32

preferred language error 2-28

scheduling a conference

internal error 2-32

invalid duration 2-30

invalid number of parties 2-31

maximum duration exceeded 2-31

server not ready to accept requests 2-32

slow performance when escalating 2-26

started only on host but not on other clients 2-25

unable to start or end web conferencing session 2-26

could not contact server 2-27

error communicating with server 2-27

user profile locked or inactive 2-29

Web Conferencing button, dimmed 2-25

wrong picture displayed when dialing 2-13