Troubleshooting Guide for Cisco Unified Personal Communicator Release 7.0
Troubleshooting Cisco Unified Personal Communicator
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Troubleshooting Cisco Unified Personal Communicator

Table Of Contents

Troubleshooting Cisco Unified Personal Communicator

How to Resolve Audio Problems

One-Way Audio Problems

User Hears Robotic Sounds While Connected Through a Low-Bandwidth Link

How to Resolve Availability Status Problems

User in Contact List Shows Offline Status Even When Logged In to Cisco Unified Personal Communicator

Availability Status of Contacts in the Contact List Is Incorrect or Missing

Availability Status Does Not Change from Available to Busy

Availability Information for Contacts in the Contact List Is Not Available for Large Contact Lists

How to Resolve Problems Starting Calls and Sending Email

Button and Menu Items Dimmed When Making a Call or Sending an Email

How to Resolve Contact List Problems

Cannot Add a Contact to Any Existing Group or to Any New Group

How to Resolve Desk Phone Problems

Cisco Unified Personal Communicator Remains in Disabled Mode After Starting

Cisco Unified Personal Communicator Changes to Disabled Mode After Logging In and Selecting Desk Phone Mode

How to Resolve Directory Problems

Directory Search Returns No Results, Incorrect Results, or Unexpected Results

Cannot Connect to LDAP Server to Resolve Names

User Experiences Slow LDAP Directory Searches

Single-Character or Group-Character Searches Provide Users Whose Names Are Blank Or Whose Phone Numbers Are Shown As Unknown

Wrong Picture Displays When Dialing a Contact in the Corporate Directory

No Picture Displays When Placing A Call But Picture Appears in Contact Details

No Picture Displays in Contact Details When Integrated with Active Directory

Phone Number Does Not Resolve to a Name

How to Resolve Instant Messaging Problems

Send Instant Message Option is Dimmed

User Has Unknown State and Cannot Receive Messages

User Can Send Instant Messages to Others But They Cannot Send Messages Back

User Experiences Delays in Sending and Receiving Messages with a Federated User

How to Resolve Login and Network Connection Problems

Login to Cisco Unified Personal Communicator Fails After Entering Correct Information

How to Resolve Online Help Problems

User Unable to View Online Help

How to Resolve Soft-Phone Problems

Cisco Unified Personal Communicator Does Not Connect the Phone

Cisco Unified Personal Communicator Changes to Desk Phone or to Disabled After Selecting Soft-Phone Mode

How to Resolve Video Problems

Supported Video Telephony Camera Does Not Function

Full-Screen Overlaid When Calling a Cisco Unified Video Advantage Endpoint

Incoming Video is Black

Video Merge Does Not Create a Video Conference

How to Resolve Voicemail Problems

Voicemail Disappears from the Recent Pane

Voicemail Does Not Display in the Recent Pane

Voicemail Server Is Up, User Credentials Are Correct, But Voicemail Messages Are Not Downloading

Send to Voicemail Option Cannot Be Selected

Voicemail Password Is Blank in Preferences Dialog Box

Send to Voicemail Button Does Not Operate as Expected in Desk Phone Mode

How to Resolve Cisco Unified MeetingPlace Express Web Conferencing Problems

Web Conferencing Button Is Dimmed in Cisco Unified Personal Communicator

Conference Is Started on Host But Meeting Room Does Not Start for Other Participants

Slow Performance When Escalating to a Web Conference from Within a Cisco Unified Personal Communicator Conversation

Unable to Start or End a Web Conferencing Session

Unable to Start or End a Web Conferencing Session; Error Communicating with the Server

Unable to Start or End a Web Conferencing Session; Could Not Contact Server

System Attempted to Schedule a Web Conference Without a Preferred Language

Web Conferencing Server Has Reached Its Licensed Capacity

Unable to Log In to the Web Conferencing Server; Internal Error; Login Module Exception

User Login ID or Password for Web Conferencing Server Is Invalid or Has Expired

User Password Has Expired on Cisco Unified MeetingPlace Express

User Profile Is Locked or Inactive

Web Conference That You Attempted to End No Longer Exists

Web Conference That You Attempted to End Has an Invalid Meeting Type

System Attempted to Schedule a Web Conference with an Invalid Duration

System Attempted to Schedule a Web Conference with a Duration That Exceeds the Maximum

System Attempted to Schedule a Web Conference for an Invalid Number of Parties

System Attempted to End a Web Conference Without Specifying a Meeting ID

Password for the Web Conferencing Server Is Missing

Web Conferencing Server Cannot Schedule the Meeting; Internal Scheduling Error

Web Conferencing Server Is Not Ready to Accept Requests

Login ID for Web Conferencing Server Is Missing

Web Conferencing Server Password Is Blank in Preferences Dialog Box

How to Resolve Cisco Unified MeetingPlace Web Conferencing Problems

Cannot Escalate from Call to Web Conference

Web Conferencing Button Dimmed in Cisco Unified Personal Communicator

Conference Is Started on Host But Meeting Room Does Not Start for Other Participants

User Profile Is Locked or Inactive

User Password Has Expired on Cisco Unified MeetingPlace

User Can Access Cisco Unified MeetingPlace from a Browser But Cisco Unified Personal Communicator Reports the Credentials Are Wrong

Password for the Web Conferencing Server Is Missing

User Does Not Have Permission to Start or End a Meeting

Web Conferencing Session Will Not Start or End

Unable to Start or End Web Conferencing Session; Web Server Is Not Connected

Meeting No Longer Exists on the Cisco Unified MeetingPlace Server

Cisco Unified MeetingPlace Host Name Is Not Resolving

Proxy Server Host Name Is Not Resolving

Web Server Does Not Respond Within Timeout Interval

Web Server Returns an Empty Response

Security Certificate Is Not Verifiable

Security Certificate Is Invalid

Security Certificate Is Invalid or Not Readable

Security Certificate Does Not Match Target Host Name

Web Conferencing Server Password Is Blank in Preferences Dialog Box


Troubleshooting Cisco Unified Personal Communicator


January 2009

How to Resolve Audio Problems

How to Resolve Availability Status Problems

How to Resolve Problems Starting Calls and Sending Email

How to Resolve Contact List Problems

How to Resolve Desk Phone Problems

How to Resolve Directory Problems

How to Resolve Instant Messaging Problems

How to Resolve Login and Network Connection Problems

How to Resolve Online Help Problems

How to Resolve Soft-Phone Problems

How to Resolve Video Problems

How to Resolve Voicemail Problems

How to Resolve Cisco Unified MeetingPlace Express Web Conferencing Problems

How to Resolve Cisco Unified MeetingPlace Web Conferencing Problems


Note The Cisco Unified Personal Communicator online help also contains troubleshooting information that users can use to solve many problems. You can access this information at the following URL:
http://www.cisco.com/en/US/products/ps6844/products_user_guide_list.html


For Cisco Unified Presence troubleshooting information, see the configuration and maintenance guide, and the serviceability configuration and maintenance guide at the following URL:

http://www.cisco.com/en/US/products/ps6837/prod_maintenance_guides_list.html

How to Resolve Audio Problems

One-Way Audio Problems

User Hears Robotic Sounds While Connected Through a Low-Bandwidth Link

One-Way Audio Problems

Problem   The user reports very low audio or one-way audio problems.

Solution   Try the following solutions:

Verify that the user has correctly identified and established the audio device and tried the troubleshooting solutions described in the Cisco Unified Personal Communicator user guide.

If the one-way audio problem occurs over a Cisco VPN client (for Windows), make sure the Stateful Firewall setting is disabled on the client computer.

If the user is connected through Cisco Systems VPN Client software, make sure that the software version is 5.0 or later.

If the user experiences no audio or one-way audio problems, check the firewall configuration on the client computer or on the network. Verify that the correct network ports for Cisco Unified Personal Communicator operation are open. For details, see the release notes as the following URL:

http://www.cisco.com/en/US/products/ps6844/prod_release_notes_list.html

Related Topics

How to Resolve Availability Status Problems

User Hears Robotic Sounds While Connected Through a Low-Bandwidth Link

Problem   The user hears robotic sounds with another caller while connected through a low-bandwidth link, such as a broadband connection or a low-bandwidth interoffice trunk.

Solution   In Cisco Unified Communications Manager Administration, change the Cisco Unified Personal Communicator soft-phone device configuration to use a low bitrate codec. This selection helps to reduce the upstream bandwidth consumption and improve voice quality.


Step 1 If you do not have a predefined device pool, create a region (System > Region).

Step 2 Change the audio codec selection to iLBC. Alternatively, change the audio codec to G.729.

Step 3 Create the device pool (System > Device Pool), and select the region that you created in Step 1.

Step 4 Click Save.

Step 5 Choose Phone > Device.

Step 6 Search for the Cisco Unified Personal Communicator softphone device. The device name starts with UPC, followed by a username.

Step 7 On the Phone Configuration page, change the Device Pool field to a predefined pool that you configured with an audio codec in Step 2.

Step 8 Click Save.


How to Resolve Availability Status Problems

User in Contact List Shows Offline Status Even When Logged In to Cisco Unified Personal Communicator

Availability Status of Contacts in the Contact List Is Incorrect or Missing

Availability Status Does Not Change from Available to Busy

Availability Information for Contacts in the Contact List Is Not Available for Large Contact Lists

User in Contact List Shows Offline Status Even When Logged In to Cisco Unified Personal Communicator

Problem   The user reports that another user in the contact list shows offline status even though that user is logged in to Cisco Unified Personal Communicator.

Solution   Try the following solutions:

Ask users to check their Cisco Unified Presence User Options page, and to make sure that the users that show offline status are not in a blocked user list.

Check that the users who show offline status have not made changes to their Cisco Unified Presence User Options page to cause the problem. Check if the users have done any of the following:

Hidden their presence status by device.

Changed their default presence rules.

Created a user-defined policy.

Check that the user who shows offline status has not made changes to their Cisco Unified Personal Communicator privacy preferences to cause the problem. Check if the user has blocked the user who sees their status as offline.

If the user is connected through Cisco Systems VPN Client software, make sure that the software version is 4.0.5 or later. For more information, see the topic on the availability status of contacts in the contact list.

Possible Cause    The Proxy Domain field is incorrectly configured in Cisco Unified Presence Administration. In DNS environments and non-DNS environments, the proxy domain must be configured as the domain name of the Cisco Unified Presence server, not as the IP address.

In a DNS environment that supports name-to-IP address resolution without a DNS service record, a domain name is valid. In this environment, Cisco Unified Personal Communicator resolves the domain name of the Cisco Unified Presence SIP Proxy server.

Table 2-1 lists how the application log displays domain names.

Table 2-1 Domain Names Displayed in Cisco Unified Personal Communicator Log

Domain
Property Name in Log

Cisco Unified Presence SIP Proxy server

Presence.Primary.Address

Proxy Domain

Presence.Domain


If you configure the Cisco Unified Presence SIP Proxy server as an IP address, the IP address is not resolved to a domain name. If you do not configure the Cisco Unified Presence SIP Proxy server as an IP address, the proxy name and domain name are concatenated to form a fully-qualified domain name. If the proxy name includes the domain name already, the proxy name and domain name are not concatenated.

Table 2-2 is an example of an incorrect configuration.

Table 2-2 Incorrect Configuration of Proxy Server and Proxy Domain Settings

Domain
Setting

Cisco Unified  Presence SIP Proxy server

cup-sip-serv-75

Proxy Domain

10.32.134.75


These settings concatenate to cup-sip-serv-75.10.32.134.75, which does not resolve.

Procedure


Step 1 In Cisco Unified Presence Administration, choose System > Service Parameters.

Step 2 For Server, select the Cisco Unified Presence server.

Step 3 For Service, select Cisco UP SIP Proxy.

Step 4 Enter the IP address of the Cisco Unified Presence server into the Proxy Domain field.

Step 5 Click Save.


Problem   Method/Event-Based Routing Configuration is not correctly configured.

Solution   Perform the following procedure:

Procedure


Step 1 Choose the following menu in Cisco Unified Presence Administration:

Release 7.0: Presence > Routing > Method/Event Routing.

Release 6.x: Cisco Unified Presence > Proxy Server > Method/Event Routing.

Step 2 Add the method/event routes listed in Table 2-3.

Table 2-3 Method/Event-Based Routing Configuration 

Field
1
2
3

Name

ProfileConfig

SystemPublish

SystemSubscribe

Description

Multi-Login/Change Notification

System Managed Publish

System Managed Subscribe

Content Token

profileconfig

PUBLISH

SUBSCRIBE

Content Category

Event Type-Based

Method-Based

Method-Based

Destination Address1

Cisco Unified Presence IP address or FQN

Cisco Unified Presence IP address or FQN

Cisco Unified Presence IP address or FQN

Destination Port

5070

5070

5070

Protocol Type

UDP

UDP

UDP

1 Destination address: Cisco Unified Presence fully qualified domain name or IP address of the next hop where the SIP message will be sent.



Related Topics

Availability Status of Contacts in the Contact List Is Incorrect or Missing

Availability Status of Contacts in the Contact List Is Incorrect or Missing

Problem   The user reports that the availability status of contacts in the Contacts list is incorrect or missing.

Solution   Try the following solutions:

If the user is connected through Cisco Systems VPN Client software, make sure it is version 4.0.5 or later. In the VPN Client application, from the Options menu, uncheck Stateful Firewall. On Mac OS, verify that the system firewall is not blocking incoming traffic. For details about how to configure a computer for network ports that Cisco Unified Personal Communicator uses, see the release notes at the following URL:

http://www.cisco.com/en/US/products/ps6844/prod_release_notes_list.html

Check to make sure that federated contacts have accepted an invitation from the Cisco Unified Personal Communicator user.

If the contacts whose availability status is missing are federated contacts, check if the federated contacts are in a blocked domain.

In Cisco Unified Presence Administration, choose one of the following menus:

Release 7.0: Diagnostics > System Troubleshooter

Release 6.x: System > Troubleshooter

If any errors are displayed for the presence engine or the proxy server, follow the instructions to resolve these issues.

If the availability issue is for users in a Cisco Unified Presence intercluster configuration, make sure that the users in question are not defined as valid users on both clusters.

Verify that you selected TCP as the Proxy Listener in Cisco Unified Presence Administration. To check, choose the following menu:

Release 7.0: Application > Cisco Unified Personal Communicator > Settings

Release 6.x: Application > Unified Personal Communicator > Proxy Profile

Do not use the UDP setting for the Proxy Listener. For details, see the installation and configuration guide at the following URL:

http://www.cisco.com/en/US/products/ps6844/prod_installation_guides_list.html

After you make these changes, log in to Cisco Unified Personal Communicator to check if the availability status information is correct.

If the problem is not resolved or if you cannot disable the firewall, verify that firewalls on the client computer or on the network are configured to pass Cisco Unified Personal Communicator traffic and to not block availability status information. For details about the network ports used by Cisco Unified Personal Communicator, see the release notes at the following URL:

http://www.cisco.com/en/US/products/ps6844/prod_release_notes_list.html

Related Topics

User in Contact List Shows Offline Status Even When Logged In to Cisco Unified Personal Communicator

How to Resolve Contact List Problems

Availability Status Does Not Change from Available to Busy

Problem   Users report that while on calls with other Cisco Unified Personal Communicator users, the availability status does not change from available to busy for either user.

Solution   Try the following solutions:

Ensure that the users have not selected Never in the Show me as On the Phone option in the status preferences of Cisco Unified Personal Communicator. Follow the instructions in the user guide at the following URL:

http://www.cisco.com/en/US/products/ps6844/products_user_guide_list.html

Ensure that the users have Cisco Unified Personal Communicator set to Available mode, or set to Automatically Change Status for Activity on Mac OS. Follow the instructions in the user guide at the following URL:

http://www.cisco.com/en/US/products/ps6844/products_user_guide_list.html

Ensure that a presence gateway is configured, as follows:

In Cisco Unified Presence Administration, make sure that the Cisco Unified Presence gateway is set to the IP address of the correct Cisco Unified Communications Manager server. To check, choose the following menu:

Release 7.0: Presence > Gateways

Release 6.x: Cisco Unified Presence > Presence Engine > Presence Gateways

If the availability issue is for users in a Cisco Unified Presence intercluster configuration, make sure that the users in question are not defined as valid users on both clusters.

Ensure the configuration in Cisco Unified Communications Manager Administration is correct, as follows:

Choose System > Service Parameters, and select the Cisco Unified Communications Manager server and service. Find the Clusterwide Parameters (System-Presence) section and set Default Inter-Presence Group Subscription to Allow Subscription.

Configure a presence SIP trunk. Choose System > Security Profile > SIP Trunk Security Profile. Click on the trunk security profile for your system, and make sure that the following options are checked:

Accept Presence Subscription

Accept Out-of-Dialing REFER

Accept Unsolicited Notifications

Accept Replaces Header

Ensure that the line configured for the user is associated with the user in Cisco Unified Communications Manager. Choose Device > Phone, and find the directory number. In the Association Information section on the left side of the window, click the link for the line, and on the Directory Number Configuration window, scroll to the bottom of the page and make sure the user is associated with the line. Make sure you associate the line and user for all the phones using that directory number.

Ensure that the user has a primary extension assigned in Cisco Unified Communications Manager Administration. Choose User Management > End User.

Restart the SIP trunk. Choose Device > Trunk. Select the SIP trunk, and click Reset Selected.

Check that the user did not select a privacy setting that causes the problem. For example, check that the user did not create a blocked list, configure user-defined policies, or modify default availability status settings in the Cisco Unified Presence User Options web pages. For details, see the troubleshooting section in the Cisco Unified Personal Communicator user guide at the following URL:

http://www.cisco.com/en/US/products/ps6844/products_user_guide_list.html

Check the calendar integration if users report that the availability status does not change to In a Meeting when their Outlook calendar shows them as busy. For details, see the integration information for Cisco Unified Presence with Microsoft Exchange at the following URL:

http://www.cisco.com/en/US/products/ps6837/products_installation_and_configuration_guides_list.html

Availability Information for Contacts in the Contact List Is Not Available for Large Contact Lists

Problem   The user reports that availability information for contacts in the contact list is not available for large contact lists or when connected through a moderately lossy network, such as VPN over the Internet.

Solution   You might have configured Cisco Unified Personal Communicator to use UDP signaling with the Cisco Unified Presence SIP proxy server. Instead, select TCP as the Proxy Listener in Cisco Unified Presence Administration. To check this setting, choose the following menu:

Release 7.0: Application > Cisco Unified Personal Communicator > Settings

Release 6.x: Application > Unified Personal Communicator > Proxy Profile

Do not use the UDP setting for the Proxy Listener. For details, see the installation and configuration guide at the following URL:

http://www.cisco.com/en/US/products/ps6844/prod_installation_guides_list.html

How to Resolve Problems Starting Calls and Sending Email

Button and Menu Items Dimmed When Making a Call or Sending an Email

Button and Menu Items Dimmed When Making a Call or Sending an Email

Problem   Buttons and menu items are dimmed when users try to place a call or a video call, or send an email.

Solution   Try the following solutions:

Ask users to try the solutions described in the troubleshooting section of the user guide.

Check the LDAP directory server, and make sure that the contact information is complete. For example, check that the email address and phone number are valid.

Confirm that you added Cisco Unified Personal Communicator as a phone type to Cisco Unified Communications Manager Administration for this user. This action creates the soft-phone audio and video capability.

For details, see the Cisco Unified Personal Communicator installation and configuration guide at the following URL:

http://www.cisco.com/en/US/products/ps6844/prod_installation_guides_list.html

How to Resolve Contact List Problems

Cannot Add a Contact to Any Existing Group or to Any New Group

Cannot Add a Contact to Any Existing Group or to Any New Group

Problem   The user cannot add a contact to any existing group or to any new group. The Copy Contact to Group option is dimmed on the right-click menu, and the Contacts > Copy Contact to Group menu item does not add the contact to the group.

Solution   Try the following solutions:

If the contact is internal to the corporate network, the UserID attribute in the LDAP Attribute Mapping table might be incorrectly configured in Cisco Unified Presence Administration (Application > Cisco Unified Personal Communicator > Settings). For details about how to configure the Cisco Unified Presence LDAP settings, see the Cisco Unified Personal Communicator installation and configuration guide at the following URL:

http://www.cisco.com/en/US/products/ps6844/prod_installation_guides_list.html

Make sure that the contact to be added is in the Cisco Unified Communications Manager database and the Cisco Unified Presence database.

If the contact is in a federated domain, make sure that you properly configured the integration. For details about how to integrate and configure Cisco Unified Presence with Microsoft LCS/OCS, see the integration note at the following URL:

http://www.cisco.com/en/US/products/ps6837/products_installation_and_configuration_guides_list.html

How to Resolve Desk Phone Problems

Cisco Unified Personal Communicator Remains in Disabled Mode After Starting

Cisco Unified Personal Communicator Changes to Disabled Mode After Logging In and Selecting Desk Phone Mode

Cisco Unified Personal Communicator Remains in Disabled Mode After Starting

Problem   The user reports that when Cisco Unified Personal Communicator starts, the application remains in the Disabled mode.

Solution   Try the following solutions:

Ask the user to access the server health window (Help > Show Server Health on Windows and Help > Show System Diagnostics on Mac OS), and to provide that information to you. The window provides status information that helps you to resolve connection and configuration problems.

Ask the user to switch to softphone mode to see if the phone registers. If the application returns to Disabled mode, check the configuration in Cisco Unified Communications Manager Administration and in Cisco Unified Presence Administration.

Ask the user to choose which phone to control through the Cisco Unified Personal Communicator interface. For details, see the user guide at the following URL:

http://www.cisco.com/en/US/products/ps6844/products_user_guide_list.html

The Cisco Unified IP Phone is not configured in Cisco Unified Communications Manager Administration.

Configure the Cisco Unified IP Phone to be controlled through CTI.

In Cisco Unified Communications Manager Administration, perform the following steps:

a. Add the Cisco Unified IP Phone to the database, and configure it to be controlled from CTI.

b. Associate the phone with the user.

c. Add the user to the CTI users group (Standard CTI Enabled).

d. Add the user to a user group (Standard CCM End Users).

e. Add Cisco Unified Personal Communicator as a soft-phone device, and configure a shared line between the soft phone and the desk phone.

f. Set up the user account, and associate the directory number, or primary extension, with the user.

For detailed Cisco Unified Communications Manager Administration steps, see the Cisco Unified Personal Communicator installation and configuration guide at the following URL:

http://www.cisco.com/en/US/products/ps6844/prod_installation_guides_list.html

The CTI gateway is not correctly configured in Cisco Unified Presence Administration. Choose Application > Cisco Unified Personal Communicator > CTI Gateway Server and Application > Cisco Unified Personal Communicator > CTI Gateway Profile.

For detailed Cisco Unified Presence Administration steps, see the Cisco Unified Personal Communicator installation and configuration guide at the following URL:

http://www.cisco.com/en/US/products/ps6844/prod_installation_guides_list.html

Cisco Unified Personal Communicator Changes to Disabled Mode After Logging In and Selecting Desk Phone Mode

Problem   When a user logs in to Cisco Unified Personal Communicator, then selects desk phone mode, the application automatically changes to the disabled mode after a few seconds.

Solution   One or more servers are incorrectly configured.


Step 1 In Cisco Unified Communications Manager Administration, perform the following steps:

a. Add the Cisco Unified IP Phone to the database, and configure the phone to be controlled from CTI.

b. Set up the user account, and associate the directory number (primary extension) with the user.

c. Associate the phone with the user.

d. Add the user to the CTI users group (Standard CTI Enabled).

e. Add the user to a user group (Standard CCM End Users).

f. Add Cisco Unified Personal Communicator as a soft-phone device, and configure a shared line between the softphone and the desk phone.

For detailed Cisco Unified Communications Manager Administration steps, see the Cisco Unified Personal Communicator installation and configuration guide at the following URL:

http://www.cisco.com/en/US/products/ps6844/prod_installation_guides_list.html

Step 2 In Cisco Unified Presence Administration, perform the following steps:

a. Verify that the configuration of the CTI gateway server and the CTI gateway profile are correct. To do this, choose Application > Cisco Unified Personal Communicator > CTI Gateway Server and Application > Cisco Unified Personal Communicator > CTI Gateway Profile.

b. Restart the Cisco CTIManager service.

From Cisco Unified Communications Manager Administration, select Cisco Unified Communications Manager Serviceability in the navigation window, and click Go. Then choose Tools > Control Center - Feature Services, and select the server. In the CM Services section, select Cisco CTIManager, and click Restart.


Note You can only start, stop, or restart feature services that are activated. Go to the Tools > Service Activation menu to do this.


For detailed Cisco Unified Presence Administration steps, see the Cisco Unified Personal Communicator installation and configuration guide at the following URL:

http://www.cisco.com/en/US/products/ps6844/prod_installation_guides_list.html


How to Resolve Directory Problems

Directory Search Returns No Results, Incorrect Results, or Unexpected Results

Cannot Connect to LDAP Server to Resolve Names

User Experiences Slow LDAP Directory Searches

Single-Character or Group-Character Searches Provide Users Whose Names Are Blank Or Whose Phone Numbers Are Shown As Unknown

Wrong Picture Displays When Dialing a Contact in the Corporate Directory

Phone Number Does Not Resolve to a Name

Directory Search Returns No Results, Incorrect Results, or Unexpected Results

Problem   The user reports that a directory search returns no results, incorrect results, or unexpected results. The Cisco Unified Personal Communicator log file contains little or no indication of failure.

Solution   Try the following solutions:

Disable anonymous bind in Cisco Unified Presence Administration (Application > Cisco Unified Personal Communicator > LDAP Profile). Then create a search account just for Cisco Unified Personal Communicator to use, with read-only privileges for the directory.

Check network connectivity. Verify that the directory server is reachable from the client. Use ping or use Telnet to port 389 or the port that is configured in Cisco Unified Presence.

Check that the searchbase is in canonical form, for example, cn=Users,dc=cisco,dc=com.

Verify that the bind credentials refer to a user who has permissions to read the searchbase.

Use a third-party LDAP tool to bind as the user specified and search for all objects in the searchbase. Make sure that the search finds user account objects.

Cannot Connect to LDAP Server to Resolve Names

Problem   The user cannot connect to the LDAP server to resolve names.

Possible Cause    The LDAP server or the network is down.

Solution   If the error is a network error, such as a bad address or a bad port, examine the Cisco Unified Personal Communicator log file for details. Ask the user to access the server health window (Help > Show Server Health on Windows or Help > Show System Diagnostics on Mac OS) and to provide that information to you. The window provides status information that helps you to analyze connection and configuration problems.

Possible Cause    Anonymous bind failed.

Solution   For anonymous bind failure messages, configure the LDAP server to allow anonymous bind.

User Experiences Slow LDAP Directory Searches

Problem   The user experiences slow LDAP directory searches.

Solution   Try the following solutions:

Narrow the search to containers where users, not other objects, reside.

For Active Directory environments, make sure that the configuration points to the AD Global Catalog server port. You configure the port number to 3268 in Cisco Unified Presence Administration (Application > Cisco Unified Personal Communicator > LDAP Server).

Check that the proper fields are indexed on the LDAP server. Cisco Unified Personal Communicator requires fields to be indexed for maximum performance. Configure the index style as follows:

FirstName: contains/medial

LastName: contains/medial

Nickname: contains/medial

UserID: contains/medial AND exact/equals

BusinessEmail: contains/medial AND exact/equals

BusinessPhoneNumber: contains/medial AND exact/equals

Only the fields that are actually mapped in Cisco Unified Presence matter. For example, if Nickname is not mapped, then there is nothing to index for Nickname.

For details about indexing, see your LDAP server documentation and the following URL:

http://msdn2.microsoft.com/en-us/library/ms676931.aspx

Single-Character or Group-Character Searches Provide Users Whose Names Are Blank Or Whose Phone Numbers Are Shown As Unknown

Problem   When users search for a single character or a group of characters, the search displays names of users that match the search criteria, and displays users as follows:

Names are blank, that is, they do not contain any characters.

Phone numbers are shown as Unknown.

Solution   Try the following solutions:

Check for objects beneath your LDAP directory base that are not users. Isolate your users in one subtree.

Modify your searchbase through Cisco Unified Presence Administration under Application > Cisco Unified Personal Communicator > LDAP Profile. Only search under users, not under the whole tree.

Wrong Picture Displays When Dialing a Contact in the Corporate Directory

Problem   When users dial a number for a contact in the corporate directory, the wrong picture displays.

Solution   Check the dialing rules in Cisco Unified Communications Manager Administration. To do this, choose Call Routing > Dial Rules > Application Dial Rules. Based on the dialed number from Cisco Unified Personal Communicator, the application checks the dialed number against the directory, matches the number, and displays the name and picture for that number.

For detailed conceptual and task-based information on dial rules, see the Cisco Unified Communications Manager Administration online help or the Cisco Unified Communications Manager Administration Guide at the following URL:

http://www.cisco.com/en/US/products/sw/voicesw/ps556/prod_maintenance_guides_list.html

No Picture Displays When Placing A Call But Picture Appears in Contact Details

Problem   When users place calls to contacts, no pictures display. However, pictures display in the contact details.

Solution   Create correct directory lookup rules in Cisco Unified Communications Manager. Directory lookup rules are also known as inbound dial rules in Cisco Unified Personal Communicator.

When you add a contact in Cisco Unified Personal Communicator, the directory lookup returns a 10-digit number, for example, 1234567890. If the user dials only the last four digits to place the call, the picture is not displayed because 7890 does not match 1234567890.

To fix this problem, perform one of the following actions:

To show the picture in contact details, create an outbound rule to remove the area code.

To show the picture when you place a call, create an inbound rule for directory lookup to prefix the area code. This translates the 4-digit extension number into the 10-digit DID number stored in AD.

No Picture Displays in Contact Details When Integrated with Active Directory

Problem   The user reports that no picture displays in contact details.

Solution   Try the following solutions:

The user must have permission to read the picture. That is, the Read/List All attributes on the subtree must be correct. Set these attributes through the AD Directory Administrator tool, or through ADSI EDIT.

The jpegPhoto attribute is not available in Microsoft Active Directory Global Catalog server, and this attribute is not indexed (http://msdn2.microsoft.com/en-us/library/ms676813.aspx). If your LDAP configuration uses Global Catalog port 3268, the jpegPhoto is not retrievable. Instead, change the configuration in Cisco Unified Presence Administration (Application > Cisco Unified Personal Communicator > LDAP Server) to TCP and port 389. When you log in to Cisco Unified Personal Communicator, it retrieves the photo.

If you configure an application dial rule, make sure that a picture displays when you place a call to a contact and that a picture displays in the contact details. Make sure to create correct directory lookup dial rules in Cisco Unified Communications Manager. For details, see the installation guide for information about specifying LDAP server names and addresses:

http://www.cisco.com/en/US/products/ps6844/prod_installation_guides_list.html

Phone Number Does Not Resolve to a Name

Problem   When users double-click to call a contact, the conversation window shows the phone number instead of the name.

Solution   Check the dialing rules in Cisco Unified Communications Manager Administration. To do this, choose Call Routing > Dial Rules > Application Dial Rules. Based on the number that Cisco Unified Personal Communicator dials, the application checks the dialed number against the directory, matches the number, and displays the matched name and picture for that number.

For detailed conceptual and task-based information on dial rules, see the Cisco Unified Communications Manager Administration online help or the Cisco Unified Communications Manager Administration Guide at the following URL:

http://www.cisco.com/en/US/products/sw/voicesw/ps556/prod_maintenance_guides_list.html

How to Resolve Instant Messaging Problems

Send Instant Message Option is Dimmed

User Has Unknown State and Cannot Receive Messages

Send Instant Message Option is Dimmed

Problem   The user reports that the Send an Instant Message menu item is dimmed.

Solution   Try the following solutions:

Verify the availability status of the instant message target. If the target user is offline, you cannot send the user an instant message.

Verify that the user tried to send an instant message to only one user at a time.

Add the target user to the contact list, and make sure that the local user can see the availability status of the target user.

If the selected target user is not a federated user and is in the same cluster as the user who sends the message, make sure that the target user is in the Cisco Unified Presence database. To do this, choose one of the following menus:

Release 7.0: Choose Bulk Administration > CUPC/MOC > Update.

Release 6.x: Choose Bulk Administration > Cisco Unified Presence > Cisco Unified Presence User Update.

Follow the instructions in the online help.

Ensure that instant messaging is enabled in Cisco Unified Presence Administration. Perform one of the following tasks:

Release 7.0: Choose Presence > Settings, select Enable Instant Messaging, and click Save.

Release 6.x: Choose Cisco Unified Presence > Settings, select Enable Instant Messaging, and click Save.

Verify that there is no network outage that is impacting connectivity.

User Has Unknown State and Cannot Receive Messages

Problem   The user sends an instant message to a remote user, then receives the message "Remote user has an unknown state and may not be able to receive messages."

Solution   In some situations, Cisco Unified Personal Communicator might not be able to determine whether the remote user has a valid user ID in the Cisco Unified Presence database. For example, if the user searches the LDAP directory and the search returns a userID field that is not empty, Cisco Unified Personal Communicator allows the user to compose an instant message. After the user sends the instant message, the system returns the preceding error message.

When the LDAP search returns an empty userID field, Cisco Unified Personal Communicator disables the Send Instant Message button.

Try the following solutions:

Ask the user to contact the remote user by some other means.

If possible, add the remote user to the Cisco Unified Presence database. Make sure this user is a Cisco Unified Personal Communicator user or an IP Phone Messenger user, and is configured on the same cluster as the local user.

User Can Send Instant Messages to Others But They Cannot Send Messages Back

Problem   The user can send instant messages to other users, but the other user cannot send instant messages back.

Solution   Change the proxy domain setting in Cisco Unified Presence to lowercase letters. In Cisco Unified Presence Administration, select System > Service Parameters. Select the server and the SIP Proxy service. Verify that the entry for Proxy Domain is in lowercase letters. If it is set to uppercase, change it to lowercase, and click OK.

User Experiences Delays in Sending and Receiving Messages with a Federated User

Problem   When users send and receive instant messages from a federated user, there is a significant delay. The first message is received almost immediately, but as the conversation continues, delays occur.

Solution   Check the configuration in Cisco Unified Presence Administration. Choose System > Security > TLS Context Configuration. Click Default Cisco UP SIP Proxy Peer Auth TLS Context. On the TLS Context Configuration window, make sure to check Disable Empty TLS Fragments.

How to Resolve Login and Network Connection Problems

Login to Cisco Unified Personal Communicator Fails After Entering Correct Information

Login to Cisco Unified Personal Communicator Fails After Entering Correct Information

Problem   When users log in for the first time, they enter the correct username, password, and the Cisco Unified Presence IP address or hostname, but they receive an error message.

Solution   Try the following solutions:

Ask the user to access the server health window (Help > Show Server Health and Help > Show System Diagnostics on Mac OS), and to provide that information to you. The window provides status information that helps you to analyze connection and configuration problems.


Note For Mac OS, server status information is not enabled until the login is successful.


Verify that the Cisco Unified Presence server is running.

Verify that the Cisco Unified Communications Manager server is running.

Check the Cisco Unified Communications Manager credential policy (User Management > Credential Policy Default). If you checked User Must Change at Next Login, ask users to change their credentials through the Cisco Unified Communications Manager user web pages. Cisco Unified Personal Communicator does not detect expired credentials in Cisco Unified Communications Manager and does not allow the user to change the credentials through Cisco Unified Personal Communicator.

If you checked Does Not Expire, users might need to occasionally reset their credentials through Cisco Unified Communications Manager user web pages.

Verify that you did not incorrectly configure the MTU command (set network mtu new_mtu_size) in Cisco Unified Presence. Start with an MTU of 1492 and decrease the value until the login problem does not occur. For details about this command, see the Cisco Unified Presence operating system maintenance guide at the following URL:

http://www.cisco.com/en/US/products/ps6837/prod_maintenance_guides_list.html

Verify that the Cisco Unified Personal Communicator-specific configuration in Cisco Unified Communications Manager Administration and in Cisco Unified Presence Administration is correct. For details, see the Cisco Unified Personal Communicator installation and configuration guide at the following URL:

http://www.cisco.com/en/US/products/ps6844/prod_installation_guides_list.html

Verify that the Cisco Unified Personal Communicator installation complies with the server and network requirements as described in the release notes at the following URL:

http://www.cisco.com/en/US/products/ps6844/prod_release_notes_list.html

How to Resolve Online Help Problems

User Unable to View Online Help

User Unable to View Online Help

Problem   The user is unable to view the online help.

Solution   Try the following solutions:

Set the browser to allow blocked content. For example, with Internet Explorer 6, an alert directs users to the Information Bar, where they must click and choose Allow Blocked Content.

Provide users with the location of the user guide PDF:

On the Cisco website:

http://www.cisco.com/en/US/products/ps6844/products_user_guide_list.html

From the application folder on the local hard disk:

drive:\Program Files\Cisco Systems\Cisco Unified Personal Communicator\resources\XXXX\help\CUPC-help, where XXXX represents the numbered folder that holds the documentation in your language. For example, the 1033 directory holds English-language documentation.

How to Resolve Soft-Phone Problems

Cisco Unified Personal Communicator Does Not Connect the Phone

Cisco Unified Personal Communicator Changes to Desk Phone or to Disabled After Selecting Soft-Phone Mode

Cisco Unified Personal Communicator Does Not Connect the Phone

Problem   The user reports that on the Windows client, the application does not connect to the phone. On a Mac OS system, the icon in the application continuously spins but does not connect the phone. The server health window (Help > Show Server Health on Windows and Help > Show System Diagnostics on Mac OS) shows that Cisco Unified Personal Communicator correctly connects to the Logon and Presence servers. For the Phone Configuration (TFTP) server, the server health window shows an unreachable error for UDP.

Solution   Check the firewall configuration on the affected client computer, and make sure that UDP traffic is not blocked. For details about network ports used by the application, see the Cisco Unified Personal Communicator release notes at the following URL:

http://www.cisco.com/en/US/products/ps6844/prod_release_notes_list.html

Cisco Unified Personal Communicator Changes to Desk Phone or to Disabled After Selecting Soft-Phone Mode

Problem   The user reports that after logging in to Cisco Unified Personal Communicator and selecting soft-phone mode, the application automatically changes to either Desk Phone or to Disabled after a few seconds.

Possible Cause    The softphone could not register at that time.

Solution   Try the following solutions:

Ask the user to access the server health window (Help > Show Server Health on Windows and Help > Show System Diagnostics on Mac OS), then to click Softphone, and to provide that information to you. The window provides status information that helps you to analyze connection and configuration problems.

Ask the user to switch to soft-phone mode to see if the phone registers. If the application returns to Disabled mode, check the configuration of the UPC device in Cisco Unified Communications Manager Administration.

Verify that the TFTP server configuration in Cisco Unified Presence Administration (Application > Cisco Unified Personal Communicator > Settings) is correct.

Verify that a firewall is not blocking the soft-phone configuration file. For details about network ports used by Cisco Unified Personal Communicator, see the release notes at the following URL:

http://www.cisco.com/en/US/products/ps6844/prod_release_notes_list.html

Possible Cause    The user is not correctly configured for soft-phone use in Cisco Unified Communications Manager Administration.

Solution   For details about adding Cisco Unified Personal Communicator as a phone type in Cisco Unified Communications Manager Administration and specifying the soft-phone device name, see the Cisco Unified Personal Communicator installation and configuration guide at the following URL:

http://www.cisco.com/en/US/products/ps6844/prod_installation_guides_list.html

How to Resolve Video Problems

Supported Video Telephony Camera Does Not Function

Full-Screen Overlaid When Calling a Cisco Unified Video Advantage Endpoint

Incoming Video is Black

Video Merge Does Not Create a Video Conference

Supported Video Telephony Camera Does Not Function

Problem   The user reports that a supported video telephony camera does not function.

Solution   Disconnect the camera from the client computer and then reconnect it.

The Windows OS automatically identifies and locates the correct driver. If it does not, you can point it to this location (depending on the camera type):

drive:\Program Files\Cisco Systems\Cisco Unified Personal Communicator\CameraDriver

drive:\Program Files\Cisco Systems\Cisco Unified Personal Communicator\CameraDriver2

Full-Screen Overlaid When Calling a Cisco Unified Video Advantage Endpoint

Problem   When a Cisco Unified Personal Communicator user calls another user who is using Cisco Unified Video Advantage 2.0(2), the remote user sees a full screen video with both local and remote video overlaid on the remote monitor. This produces a flickering effect. The remote user is using a Dell computer with an NVIDIA NVS, 120 ms, 512 MB video card with driver version 6.14.10.8469. There is no problem when using other video cards.

Solution   Some dual video cards have an option to automatically select any display, which is not currently playing in a window (hardware overlay), to play video in a full-screen mode. This option is enabled by default, which causes the problem.


Step 1 Right click on desktop, choose Properties > Settings tab > Advanced.

Step 2 Select the Quadro NVS 110M tab.

Step 3 Click on the icon for the external monitor, or on the green button on the left.

Step 4 Select the full screen video option from the View Display Settings menu.

Step 5 Select Disable for Full Screen Device to disable the auto-select setting.


Incoming Video is Black

Problem   The user reports that the call connects, but the incoming video is black and there is no incoming audio.

Solution   Try the following solutions:

Check the firewall configuration on the client computer or on the network. Verify that the correct network ports for Cisco Unified Personal Communicator operation are open. For details, see the release notes at the following URL:

http://www.cisco.com/en/US/products/ps6844/prod_release_notes_list.html

Ask the user to click Hold/Resume. If this resolves the problem, Cisco Unified Communications Manager might be experiencing a problem with different types of video endpoints.

Video Merge Does Not Create a Video Conference

Problem   The user reports that a video merge does not create a video conference, and an audio-only conference is established instead.

Solution   Verify that a video conference bridge is available for allocation in the media resource group in Cisco Unified Communications Manager Administration for the originating Cisco Unified Personal Communicator device. Follow the video conferencing configuration steps in the Cisco Unified Personal Communicator installation and configuration guide at the following URL:

http://www.cisco.com/en/US/products/ps6844/prod_installation_guides_list.html

How to Resolve Voicemail Problems

Voicemail Disappears from the Recent Pane

Voicemail Does Not Display in the Recent Pane

Voicemail Server Is Up, User Credentials Are Correct, But Voicemail Messages Are Not Downloading

Send to Voicemail Option Cannot Be Selected

Voicemail Password Is Blank in Preferences Dialog Box

Send to Voicemail Button Does Not Operate as Expected in Desk Phone Mode

Voicemail Disappears from the Recent Pane

Problem   The user reports that after trying to access voicemail through another client (for example, from the Cisco Unified IP Phone through the Cisco Unity TUI), voicemail disappears from the Recent pane in Cisco Unified Personal Communicator. Also, if the user tries to listen to the voicemail from the Cisco Unified IP Phone, the voicemail system hangs up or cancels the event without doing anything to the voicemail.

Solution   Try the following solutions:

To see the voicemail in the Recent pane in Cisco Unified Personal Communicator, restart Cisco Unified Personal Communicator. Also, if the user receives another voicemail, the previously missing voicemails are restored to the Recent pane.

The issue might be related to the integration of Cisco Unity with Exchange 2007. There is an Exchange 2007 problem with the IMAP protocol that can be resolved by installing the hotfix from Microsoft: http://support.microsoft.com/kb/943264

Voicemail Does Not Display in the Recent Pane

Problem   The user reports that voicemail does not display in the Recent pane. The Cisco Unified Personal Communicator log file contains this entry:

[4044] WARN LCVoiceMail - %Logon failure: unknown user name or bad password 

Possible Cause    The voicemail server or the network is down.

Solution   Try the following solutions:

Ask the user to access the server health window (Help > Show Server Health on Windows and Help > Show System Diagnostics on Mac OS) and to provide the information to you. The window provides status information that helps you to analyze connection and configuration problems.

If the server cannot be contacted, the application attempts to reconnect at regular intervals. When the connection succeeds, the server downloads the voicemail messages. Check the voicemail server and network, and resolve the problem.

Possible Cause    The user supplied incorrect voicemail server credentials in Cisco Unified Personal Communicator (File > Preferences > Accounts).

Solution   If the connection to the server fails because the user credentials are incorrect, the application does not attempt to reconnect. Ask the user to enter the correct credentials in the Preferences dialog box. After they re-enter the credentials, the application tries to reconnect.

Possible Cause    The password expired, or multiple failed login attempts caused the account to lock.

Solution   Unlock the Cisco Unity (with Microsoft Exchange) account password. In Cisco Unity Administration, choose Subscribers > Subscribers > Account for the subscriber, and uncheck Cisco Unity Account Status. The user must restart Cisco Unified Personal Communicator and log in again if necessary, so that the application can reconnect.

Solution   Unlock the Cisco Unity Connection account password:


Step 1 Navigate to the individual user configuration page in Cisco Unity Connection Administration.

Step 2 Choose Users > Users from the navigation pane on the left, search for the user, and click the username.

Step 3 Choose Edit > Password Settings from the menu.

Step 4 Choose Web Application for the Choose Password option on the Edit Passwords Settings (Voicemail) window. The following message is displayed:

Password is locked due to too many failed logon attempts.

Step 5 Click Unlock Password.

Step 6 Ask the user to restart Cisco Unified Personal Communicator, and to log in again if necessary.


Tip You can periodically run a User Lockout report on Cisco Unity Connection to see which accounts are locked. For details about generating user-specific reports, see the Cisco Unity Connection User Moves, Adds, and Changes Guide at the following URL:
http://www.cisco.com/en/US/products/ps6509/prod_maintenance_guides_list.html



Possible Cause    The password must be reset.

Solution   Reset the Cisco Unity Connection account password:


Step 1 Navigate to the individual user configuration page in Cisco Unity Connection Administration.

Step 2 Choose Users > Users from the navigation pane on the left, search for the user, and click the username.

Step 3 Choose Edit > Change Password from the menu.

Step 4 Choose Web Application for the Choose Password option on the Change Passwords (Voicemail) window.

Step 5 Enter a new password in the Password and Confirm Password fields.

Step 6 Communicate this new password to the user, provide the URL (Cisco Unity Connection address or hostname) to the user to log in, and instruct the user to change this default password.

Step 7 Ask the user to enter the personalized password in Cisco Unified Personal Communicator Account > Preferences window.


Possible Cause    The IMAP service is not properly configured for Cisco Unity with Exchange.

Solution   Verify the configuration of the IMAP service on the Exchange server. For configuration details, see the Cisco Unified Personal Communicator installation and configuration guide at the following URL:

http://www.cisco.com/en/US/products/ps6844/prod_installation_guides_list.html

Voicemail Server Is Up, User Credentials Are Correct, But Voicemail Messages Are Not Downloading

Problem   The user reports that the server can be contacted and the user credentials are correct, but voicemail messages do not download.

Solution   Try the following solutions:

Ask the user to access the server health window (Help > Show Server Health on Windows and Help > Show System Diagnostics on Mac OS) and to provide that information to you. The window provides status information that helps you to analyze connection and configuration problems.

If the status for voicemail is OK (green) and existing voicemail messages are missing, delete the voicemail cache by deleting all the files in these directories:

For Windows XP—drive:\Documents and Settings\UserID\Local Settings\Application Data\Cisco\Unified Personal Communicator\VoiceMail

For Windows Vista—drive:\Users\UserID\AppData\Local\Cisco\Unified Personal Communicator\VoiceMail

For Mac OS—home/Library/Caches/Cisco/UnifiedPersonalCommunicator/VoiceMail

This causes Cisco Unified Personal Communicator to download all the voicemails again.

Check the server configuration to ensure that IMAP is enabled. For details about configuring the voicemail server, see the Cisco Unified Personal Communicator installation and configuration guide at the following URL:

http://www.cisco.com/en/US/products/ps6844/prod_installation_guides_list.html

With Cisco Unity Connection, if you configured port 7993, make sure you enabled free licensing. In Cisco Unity Connection Administration, expand Class of Service in the left pane, and then click Class of Service. In the Search Results table, click the display name of the applicable class of service. Check Allows Users to Use Unified Client to Access Voice Mail.

On the Cisco Unity Connection server, type netstat -a -b and look for this information:

TCP    shibui-unity:7993      shibui-unity:0         LISTENING       3920   
[CuIMAPSvr.exe].  

This response verifies that Cisco Unified Personal Communicator is listening on port 7993.

Check the firewall configuration. On a remote computer, use Telnet to access Cisco Unified Personal Communicator port 7993. For example, if the IP address of the computer running Cisco Unified Personal Communicator is 10.77.27.178, enter telnet 10.77.27.178 7993. A message similar to the following is displayed:

* OK  UMSS IMAP4rev1 Server Completed.

If the connection attempt fails, add port 7993 to your firewall. For details about the network ports used by Cisco Unified Personal Communicator, see the release notes at the following URL:

http://www.cisco.com/en/US/products/ps6844/prod_release_notes_list.html

Send to Voicemail Option Cannot Be Selected

Problem   The user reports that the Send to Voicemail option is dimmed.

Solution   Try the following solutions:

Verify that the VoiceMail.PilotNumber value in the server health window (Help > Show Server Health on Windows and Help > Show System Diagnostics on Mac OS) is valid.

Make sure that the voicemail server profile is configured in Cisco Unified Presence Administration:

Release 7.0: Application > Cisco Unified Personal Communicator > Voicemail Profile

Release 6.x: Application > Unified Personal Communicator > Unity Profile

Select the number that the user dials to access voice messages from the Voice Messaging Pilot list box.

Select Application > Cisco Unified Personal Communicator > User Settings to make sure that the user is a member of the voicemail profile.

Verify that the Cisco Unified Communications Manager configuration is correct. Verify that a voicemail pilot number is configured in the Voice Mail > Voice Mail Pilot page. Follow the online help instructions for this page.

Voicemail Password Is Blank in Preferences Dialog Box

Problem   The user reports that the password field for voice messaging on the Preferences dialog box is blank. This field normally contains characters that indicate that the user has entered a password. The user is not connected to the voicemail server, and voicemail messages are not displayed in the Recent Communications pane.

Solution   This is expected behavior if you have recently uninstalled Cisco Unified Personal Communicator, then reinstalled Release 1.2.2 or an earlier release of the application.

Send to Voicemail Button Does Not Operate as Expected in Desk Phone Mode

Problem   When the user clicks the Send to Voicemail button on an incoming call alert window, it does not work as expected in desk phone mode. The symptoms include:

The button does not respond when clicked, and the call continues to ring.

The call is sent to voicemail, but the caller receives a general greeting instead of an individual voicemail greeting.

Solution   Check the potential match in Cisco Unified Communications Manager application dial rules for the voicemail pilot number. When the user clicks the Send to Voicemail button, application dial rules apply to desk phone mode, but not softphone mode. Another possible solution is the originating party's Calling Search Space does not contain the partition of the Voicemail Pilot. As Cisco Unified Personal Communicator does a Redirect via CTI in Desk phone mode, the originating party's CSS is used to determine if the call can redirect to voicemail.

How to Resolve Cisco Unified MeetingPlace Express Web Conferencing Problems


Note In this section, messages that refer to Cisco Unified MeetingPlace Express also apply to Cisco Unified MeetingPlace Express VT unless stated otherwise.


Web Conferencing Button Is Dimmed in Cisco Unified Personal Communicator

Conference Is Started on Host But Meeting Room Does Not Start for Other Participants

Slow Performance When Escalating to a Web Conference from Within a Cisco Unified Personal Communicator Conversation

Unable to Start or End a Web Conferencing Session

Unable to Start or End a Web Conferencing Session; Error Communicating with the Server

Unable to Start or End a Web Conferencing Session; Could Not Contact Server

System Attempted to Schedule a Web Conference Without a Preferred Language

Web Conferencing Server Has Reached Its Licensed Capacity

Unable to Log In to the Web Conferencing Server; Internal Error; Login Module Exception

User Login ID or Password for Web Conferencing Server Is Invalid or Has Expired

User Profile Is Locked or Inactive

Web Conference That You Attempted to End No Longer Exists

Web Conference That You Attempted to End Has an Invalid Meeting Type

System Attempted to Schedule a Web Conference with an Invalid Duration

System Attempted to Schedule a Web Conference with a Duration That Exceeds the Maximum

System Attempted to Schedule a Web Conference for an Invalid Number of Parties

System Attempted to End a Web Conference Without Specifying a Meeting ID

Password for the Web Conferencing Server Is Missing

Web Conferencing Server Cannot Schedule the Meeting; Internal Scheduling Error

Web Conferencing Server Is Not Ready to Accept Requests

Login ID for Web Conferencing Server Is Missing

Web Conferencing Server Password Is Blank in Preferences Dialog Box

Web Conferencing Button Is Dimmed in Cisco Unified Personal Communicator

Problem   The user reports that the Web Conferencing escalation button is dimmed in Cisco Unified Personal Communicator.

Solution   Try the following solutions:

Verify that you configured a web conferencing server in Cisco Unified Presence Administration:

Release 7.0: Application > Cisco Unified Personal Communicator > Conferencing Server

Release 6.x: Application > Unified Personal Communicator > MeetingPlace Server

The server name or IP address fields cannot be blank.

Ask the user to access the server health window (Help > Show Server Health on Windows and Help > Show System Diagnostics on Mac OS) and to provide that information to you. The window provides status information that helps you to analyze connection and configuration problems.

Verify that the user entered a username for this account in Cisco Unified Personal Communicator (File > Preferences > Accounts) as described in the Cisco Unified Personal Communicator user guide. The Username field cannot be blank.

Conference Is Started on Host But Meeting Room Does Not Start for Other Participants

Problem   The user reports that after clicking the Web Conferencing escalation button, the conference is started only on the host system, but the meeting room does not start for the other Cisco Unified Personal Communicator clients in the call.

Solution   Try the following solutions:

Check your dial plan rules in Cisco Unified Communications Manager Administration. The phone number used to call the other party needs to be configured to match with an LDAP directory entry using the dial rules.

Check your LDAP attribute mappings. There must be a mapping between the Cisco Unified Personal Communicator UserID attribute and a similar field in the LDAP attribute map. Check the settings in the LDAP Attribute Mapping table in Cisco Unified Presence Administration (Application > Cisco Unified Personal Communicator > Settings).

Check if the Automatically launch incoming web conferences preference in the Cisco Unified Personal Communicator profile preferences is set. If this preference is not set, the user must use the prompt that Cisco Unified Personal Communicator displays to start the meeting room.

For details, see the Cisco Unified Personal Communicator installation and configuration guide at the following URL:

http://www.cisco.com/en/US/products/ps6844/prod_installation_guides_list.html

If these actions do not resolve the problem, gather the Cisco Unified Personal Communicator log file. Obtain a snapshot of the Cisco Unified MeetingPlace Express System Information Capture log, and send it to the Cisco TAC for assistance. For details about this log, see the troubleshooting information in the Cisco Unified MeetingPlace Express configuration and maintenance guide at the following URL:

http://www.cisco.com/en/US/products/ps6533/prod_maintenance_guides_list.html

Ask the user to capture the Cisco Unified Personal Communicator logs by using the Problem Reporting Tool (Problem Reporting Assistant on Mac OS) and to submit them to you.

Slow Performance When Escalating to a Web Conference from Within a Cisco Unified Personal Communicator Conversation

Problem   The user reports slow performance when escalating to a web conference from within a Cisco Unified Personal Communicator conversation.

Solution   Try the following solutions:

If you are using Cisco Unified MeetingPlace Express Release 1.1.4 or later, reboot the server.

If you are using Cisco Unified MeetingPlace Express Release 1.1.1 or 1.1.2, apply the hotfix attached to CSCsd22143. For details about accessing the Bug Toolkit, see the release notes at the following URL:

http://www.cisco.com/en/US/products/ps6844/prod_release_notes_list.html

Unable to Start or End a Web Conferencing Session

Problem   The user receives the message "Unable to start a web conferencing session" or the message "Unable to end the web conferencing session."

Solution   Try the following solutions:

Ask the user to access the server health window (Help > Show Server Health on Windows and Help > Show System Diagnostics on Mac OS), then to click Web Conferencing, and to provide that information to you. The window provides status information that helps you to analyze connection and configuration problems. Make sure that the Cisco Unified MeetingPlace Express server is running.

Check that the user has entered the correct credentials in the Cisco Unified Personal Communicator account preferences. After the user re-enters the credentials, the application tries to reconnect.

Ask the user to verify the URL. The user can click the Invite Participants button or look in the Cisco Unified Personal Communicator log file. Verify that this URL is valid and can be reached from the client computer

Make sure that the Cisco Unified MeetingPlace Express server and Cisco Unified Personal Communicator are using the same protocol, for example, HTTP or HTTPS.

Obtain a snapshot of the Cisco Unified MeetingPlace Express System Information Capture log, and send it to the Cisco TAC for assistance. For details about this log, see the troubleshooting information in the Cisco Unified MeetingPlace Express configuration and maintenance guide at the following URL:

http://www.cisco.com/en/US/products/ps6533/prod_maintenance_guides_list.html

If these actions do not resolve the problem, obtain a snapshot of the Cisco Unified MeetingPlace Express System Information Capture log, and send it to the Cisco TAC for assistance. For details about this log, see the troubleshooting information in the Cisco Unified MeetingPlace Express configuration and maintenance guide at the following URL:

http://www.cisco.com/en/US/products/ps6533/prod_maintenance_guides_list.html

Ask the user to capture the Cisco Unified Personal Communicator logs by using the Problem Reporting Tool (Problem Reporting Assistant on Mac OS) and to submit them to you.

Unable to Start or End a Web Conferencing Session; Error Communicating with the Server

Problem   The user receives the message "Unable to start a web conferencing session. Error communicating with the web conferencing server" or the message "Unable to end the web conferencing session. Error communicating with the web conferencing server."

Solution   Try the following solutions:

Check the Cisco Unified MeetingPlace Express server, and make sure it is running.

Ask the user to verify the URL. The user can click the Invite Participants button or look in the Cisco Unified Personal Communicator log file. Verify that this URL is valid and can be reached from the client computer

Make sure that the Cisco Unified MeetingPlace Express server and Cisco Unified Personal Communicator are using the same protocol, for example, HTTP or HTTPS.

If these actions do not resolve the problem, obtain a snapshot of the Cisco Unified MeetingPlace Express System Information Capture log, and send it to the Cisco TAC for assistance. For details about this log, see the troubleshooting information in the Cisco Unified MeetingPlace Express configuration and maintenance guide at the following URL:

http://www.cisco.com/en/US/products/ps6533/prod_maintenance_guides_list.html

Ask the user to capture the Cisco Unified Personal Communicator logs by using the Problem Reporting Tool (Problem Reporting Assistant on Mac OS) and to submit them to you.

Unable to Start or End a Web Conferencing Session; Could Not Contact Server

Problem   The user receives the message "Unable to start a web conferencing session. Could not contact the web conferencing server" or the message "Unable to end the web conferencing session. Could not contact the web conferencing server."

Solution   Try the following solutions:

Check the Cisco Unified MeetingPlace Express server, and make sure it is running.

Ask the user to verify the URL. The user can click the Invite Participants button or look in the Cisco Unified Personal Communicator log file. Verify that this URL is valid and can be reached from the client computer

Make sure that the Cisco Unified MeetingPlace Express server and Cisco Unified Personal Communicator are using the same protocol, for example, HTTP or HTTPS.

If these actions do not resolve the problem, obtain a snapshot of the Cisco Unified MeetingPlace Express System Information Capture log, and send it to the Cisco TAC for assistance. For details about this log, see the troubleshooting information in the Cisco Unified MeetingPlace Express configuration and maintenance guide at the following URL:

http://www.cisco.com/en/US/products/ps6533/prod_maintenance_guides_list.html

Ask the user to capture the Cisco Unified Personal Communicator logs by using the Problem Reporting Tool (Problem Reporting Assistant on Mac OS) and to submit them to you.

System Attempted to Schedule a Web Conference Without a Preferred Language

Problem   The user receives the message "The system attempted to schedule a web conference without a preferred language. Please contact your administrator for assistance."

Solution   Try the following solutions:

Check the Cisco Unified Personal Communicator log file to see what value was used for the language as shown in this example:

INFO LCMiddleware - ((CUPC5402 - MWMSG_WEBCONF_SCHEDULINGCONF)) Scheduling a web conf 
[[HOST:http://<server URL>]], [[USER:<userid>]], duration=60, ports=3, lang=en 

Check Cisco Unified MeetingPlace Express, and make sure that the language licenses were purchased, downloaded, installed, and enabled.

Configure language preferences in the user groups or the user profiles. Follow the instructions in the basic operations section of the Cisco Unified MeetingPlace Express configuration and maintenance guide at the following URL:

http://www.cisco.com/en/US/products/ps6533/prod_maintenance_guides_list.html

Web Conferencing Server Has Reached Its Licensed Capacity

Problem   The user receives the message "The web conferencing server has reached its licensed capacity for the current time. Please try your meeting again later."

Solution   Buy more licenses, or change the Cisco Unified MeetingPlace Express web floater ports or web overbook ports settings or both. For details, see the configuration and maintenance guide for Cisco Unified MeetingPlace Express at the following URL:

http://www.cisco.com/en/US/products/ps6533/prod_maintenance_guides_list.html

Unable to Log In to the Web Conferencing Server; Internal Error; Login Module Exception

Problem   The user receives the message "Unable to log into the web conferencing server. Internal error, login module exception. Contact your administrator or try again later."

Solution   Try the following solutions:

Verify the Cisco Unified MeetingPlace Express user login credentials by having the user log in to the server directly.

Check the Cisco Unified MeetingPlace Express server for errors. For details, see the troubleshooting information in the Cisco Unified MeetingPlace Express configuration and maintenance guide at the following URL:

http://www.cisco.com/en/US/products/ps6533/prod_maintenance_guides_list.html

Obtain a snapshot of the Cisco Unified MeetingPlace Express System Information Capture log, and send it to the Cisco TAC for assistance.

User Login ID or Password for Web Conferencing Server Is Invalid or Has Expired

Problem   The user receives the message "In order to perform this action, please do one or more of the following, as needed. Make sure the Cisco Unified MeetingPlace Express username and password entered in the Account Preferences in Cisco Unified Personal Communicator are correct and not expired. Try to log into Cisco Unified MeetingPlace Express directly. If you cannot, please contact your administrator."

Solution   Try the following solutions:

To check for an invalid password, have users check their web conferencing credentials in Cisco Unified Personal Communicator (File > Preferences > Accounts) as described in the Cisco Unified Personal Communicator user guide. Verify the web conferencing user login credentials by having users log in to the server directly.

To solve an expired password or locked account, log in to Cisco Unified MeetingPlace Express, and unlock the account. Then, reset the password to your company default. For details about unlocking user profiles and modifying user profiles (resetting the password), see the Cisco Unified MeetingPlace Express configuration and maintenance guide at the following URL:

http://www.cisco.com/en/US/products/ps6533/products_installation_and_configuration_guides_list.html

Provide the company default Cisco Unified MeetingPlace Express password to users, ask them to log in to Cisco Unified MeetingPlace Express, access their profiles, and personalize their passwords by following the instructions in the Cisco Unified MeetingPlace Express user guide at the following URL:

http://www.cisco.com/en/US/products/ps6533/products_user_guide_list.html

Users must then enter this personalized password as their web conferencing credentials in Cisco Unified Personal Communicator (File > Preferences > Accounts).

User Password Has Expired on Cisco Unified MeetingPlace Express

Problem   Users receive a message that their passwords have expired on the Cisco Unified MeetingPlace Express server. This message instructs the users to log in to Cisco Unified MeetingPlace Express directly and change their passwords.

Solution   For instructions on how to change passwords, refer users to the Cisco Unified MeetingPlace Express user guides, at the following URL:

http://www.cisco.com/en/US/products/ps6533/products_user_guide_list.html

User Profile Is Locked or Inactive

Problem   Users receive a message that their user profiles on Cisco Unified MeetingPlace Express are locked or inactive and that starting a meeting is not possible until this problem is corrected.

Solution   Try the following solutions:

To solve an expired password or locked account, log in to Cisco Unified MeetingPlace Express, and unlock the account. Then, reset the password to your company default. For details about unlocking a user profile and modifying user profiles (resetting the password), see the Cisco Unified MeetingPlace Express configuration and maintenance guide at the following URL:

http://www.cisco.com/en/US/products/ps6533/products_installation_and_configuration_guides_list.html

Provide the company default Cisco Unified MeetingPlace Express password to users, ask them to log in to Cisco Unified MeetingPlace Express, access their profiles, and personalize their passwords by following the instructions in the Cisco Unified MeetingPlace Express user guide at the following URL:

http://www.cisco.com/en/US/products/ps6533/products_user_guides_list.html

Users must then enter this personalized password as their web conferencing credentials in Cisco Unified Personal Communicator (File > Preferences > Accounts).

Web Conference That You Attempted to End No Longer Exists

Problem   The user receives the message "The web conference you attempted to end no longer exists."

Solution   No action is required. This problem is unlikely to occur. If a user does receive this message, this does not indicate a problem.

Web Conference That You Attempted to End Has an Invalid Meeting Type

Problem   The user receives the message "The web conference you attempted to end has an invalid meeting type. Please contact your administrator for assistance."

Solution   This problem is most likely a Cisco Unified Personal Communicator software defect. Ask the user to capture the Cisco Unified Personal Communicator logs by using the Problem Reporting Tool (Problem Reporting Assistant on Mac OS) and to submit them to you.

Obtain a snapshot of the Cisco Unified MeetingPlace Express System Information Capture log, and send it to the Cisco TAC for assistance. For details about this log, see the troubleshooting information in the Cisco Unified MeetingPlace Express configuration and maintenance guide at the following URL:

http://www.cisco.com/en/US/products/ps6533/prod_maintenance_guides_list.html

System Attempted to Schedule a Web Conference with an Invalid Duration

Problem   The user receives the message "The system attempted to schedule a web conference with an invalid length. Please contact your administrator for assistance."

Solution   Try the following solutions:

Check the Cisco Unified Personal Communicator log file to see what value was used for the duration as shown in this example:

INFO LCMiddleware - ((CUPC5402 - MWMSG_WEBCONF_SCHEDULINGCONF)) Scheduling a web conf 
[[HOST:http://<server URL>]], [[USER:<userid>]], duration=60, ports=3, lang=en 

Check the Cisco Unified MeetingPlace Express "Maximum meeting length" setting on the Meeting Configuration page. Meetings can be scheduled for no longer than this number of minutes.

Change the conference server setting so it is at least as large as the value in the log.

System Attempted to Schedule a Web Conference with a Duration That Exceeds the Maximum

Problem   The user receives the message "The system attempted to schedule a web conference with a duration that exceeds the configured maximum on the web conferencing server. Please contact your administrator for assistance."

Solution   Try the following solutions:

Check the Cisco Unified Personal Communicator log file to see what value was used for the duration.

Check the Cisco Unified MeetingPlace Express "Maximum meeting length" value on the Meeting Configuration page. Users cannot schedule meetings for a duration greater than this number of minutes. Consider whether the meeting duration accurately reflects the typical meeting duration conducted by your company. Most likely, the configured meeting duration is too small.

System Attempted to Schedule a Web Conference for an Invalid Number of Parties

Problem   The user receives the message "The system attempted to schedule a web conference for an invalid number of parties. Please contact your administrator for assistance."

Solution   Try the following solutions:

Check the Cisco Unified Personal Communicator log file to see what value was used for parties (ports) as shown in this sample log file:

INFO LCMiddleware - ((CUPC5402 - MWMSG_WEBCONF_SCHEDULINGCONF)) Scheduling a web conf 
[[HOST:http://<server URL>]], [[USER:<userid>]], duration=60, ports=3, lang=en 

On Cisco Unified MeetingPlace Express, check the "Maximum ports per meeting" setting on the Meeting Configuration page. Compare the conference server setting to the value in the log. If the value in the log is not one greater than the number of parties, contact the Cisco TAC.

System Attempted to End a Web Conference Without Specifying a Meeting ID

Problem   The user receives the message "The system attempted to end a web conference without specifying a meeting ID. Please report this problem to your administrator."

Solution   This problem is probably a Cisco Unified Personal Communicator software defect. Contact the Cisco TAC for assistance.

Password for the Web Conferencing Server Is Missing

Problem   The user receives the message "Your password for the web conferencing server is missing. Please verify your Cisco Unified MeetingPlace credentials as configured in Account Preferences."

Solution   Have users check their web conferencing credentials in Cisco Unified Personal Communicator (File > Preferences > Accounts) as described in the Cisco Unified Personal Communicator user guide at the following URL:

http://www.cisco.com/en/US/products/ps6844/products_user_guide_list.html

Web Conferencing Server Cannot Schedule the Meeting; Internal Scheduling Error

Problem   The user receives the message "The web conferencing server could not schedule the meeting. Internal scheduling error. Please contact your administrator for assistance."

Solution   Test to see if this user can schedule the meeting through the Cisco Unified MeetingPlace Express web user interface. If yes, the problem is most likely the result of a Cisco Unified MeetingPlace Express software bug. Obtain a snapshot of the Cisco Unified MeetingPlace Express System Information Capture log, and send it to the Cisco TAC for assistance. For details about this log, see the troubleshooting information in the Cisco Unified MeetingPlace Express configuration and maintenance guide at the following URL:

http://www.cisco.com/en/US/products/ps6533/prod_maintenance_guides_list.html

Web Conferencing Server Is Not Ready to Accept Requests

Problem   The user receives the message "The web conferencing server is not currently ready to accept requests. Please try your request again later, or contact your administrator."

Solution   Try the following solutions:

Check that the Cisco Unified MeetingPlace Express server is running.

Verify that the URL being used by the user (found in the Cisco Unified Personal Communicator log file) is valid and can be reached from the client computer.

Make sure that the Cisco Unified MeetingPlace Express server and Cisco Unified Personal Communicator are using the same protocol, for example, HTTP or HTTPS.

If these actions do not resolve the problem, obtain a snapshot of the Cisco Unified MeetingPlace Express System Information Capture log, and send it to the Cisco TAC for assistance. For details about this log, see the troubleshooting information in the Cisco Unified MeetingPlace Express configuration and maintenance guide at the following URL:

http://www.cisco.com/en/US/products/ps6533/prod_maintenance_guides_list.html

Ask the user to capture the Cisco Unified Personal Communicator logs by using the Problem Reporting Tool (Problem Reporting Assistant on Mac OS) and to submit them to you.

Login ID for Web Conferencing Server Is Missing

Problem   The user receives the message "Your login ID for the web conferencing server is missing. Please verify your Cisco Unified MeetingPlace Express credentials as configured in Account Preferences."

Solution   Have the user check the web conferencing credentials in Cisco Unified Personal Communicator (File > Preferences > Accounts) as described in the Cisco Unified Personal Communicator user guide at the following URL:

http://www.cisco.com/en/US/products/ps6844/products_user_guide_list.html

Web Conferencing Server Password Is Blank in Preferences Dialog Box

Problem   The user reports that the password field for Cisco Unified MeetingPlace Express on the Preferences dialog box is blank. This field normally contains characters that indicate that the user has entered a password. The user is not connected to the Cisco Unified MeetingPlace Express server, and Cisco Unified MeetingPlace Express messages are not displayed in the Recent Communications pane.

Solution   This is expected behavior if you have recently uninstalled Cisco Unified Personal Communicator, then reinstalled Release 1.2.2 of the application, or an earlier release.

How to Resolve Cisco Unified MeetingPlace Web Conferencing Problems

Cannot Escalate from Call to Web Conference

Web Conferencing Button Dimmed in Cisco Unified Personal Communicator

Conference Is Started on Host But Meeting Room Does Not Start for Other Participants

User Profile Is Locked or Inactive

User Password Has Expired on Cisco Unified MeetingPlace

User Can Access Cisco Unified MeetingPlace from a Browser But Cisco Unified Personal Communicator Reports the Credentials Are Wrong

Password for the Web Conferencing Server Is Missing

User Does Not Have Permission to Start or End a Meeting

Web Conferencing Session Will Not Start or End

Unable to Start or End Web Conferencing Session; Web Server Is Not Connected

Meeting No Longer Exists on the Cisco Unified MeetingPlace Server

Cisco Unified MeetingPlace Host Name Is Not Resolving

Proxy Server Host Name Is Not Resolving

Web Server Does Not Respond Within Timeout Interval

Web Server Returns an Empty Response

Security Certificate Is Not Verifiable

Security Certificate Is Invalid

Security Certificate Is Invalid or Not Readable

Security Certificate Does Not Match Target Host Name

Web Conferencing Server Password Is Blank in Preferences Dialog Box

Cannot Escalate from Call to Web Conference

Problem   The user clicks the Start Web Conferencing button during an audio call, but the other call participant does not receive an invitation to the web conference. The conversation window and the instant message window of the other call participant are open.

Solution   Check that the Cisco Unified Communications Manager directory lookup dial rules are configured correctly. If the dial rules are not configured correctly, Cisco Unified Personal Communicator might not be able to match a calling party number from Cisco Unified Communications Manager with the correct person in the LDAP directory.

For more information about directory lookup dial rules, see the Cisco Unified Communications Manager maintain and operate guides at the following URL:

http://www.cisco.com/en/US/products/sw/voicesw/ps556/prod_maintenance_guides_list.html

Web Conferencing Button Dimmed in Cisco Unified Personal Communicator

Problem   The user reports that the Web Conferencing escalation button is dimmed in Cisco Unified Personal Communicator.

Solution   The solution applies to web conferencing through Cisco Unified MeetingPlace Express and through Cisco Unified MeetingPlace. To resolve this issue, see the corresponding information for Cisco Unified MeetingPlace Express.

Related Topics

Web Conferencing Button Is Dimmed in Cisco Unified Personal Communicator

Conference Is Started on Host But Meeting Room Does Not Start for Other Participants

Problem   The user reports that after clicking the Web Conferencing escalation button, the conference is started only on the host, but the meeting room does not start for the other Cisco Unified Personal Communicator clients in the call.

Solution   The solution applies to web conferencing through Cisco Unified MeetingPlace Express and through Cisco Unified MeetingPlace. To resolve this issue, see the corresponding information for Cisco Unified MeetingPlace Express.

Related Topics

Conference Is Started on Host But Meeting Room Does Not Start for Other Participants

User Profile Is Locked or Inactive

Problem   The user receives the message "Your user profile on Cisco Unified MeetingPlace is locked or inactive. You will not be able to start a meeting until this is corrected. Please contact your administrator for assistance."

Solution   Try the following solutions:

If the user knows the password, unlock the profile in MeetingTime. From the System tab, select View Locked Profiles. Click Execute. On the Locked Profiles window, select the profile, and click Set to Group.

If the user does not have the correct password, change the user password in MeetingTime, and unlock the profile. From the Configure tab, select User Profile. Locate the user profile by searching for the user ID. Enter a new password in the User password field. Change Profile active to Group Dflt (Yes).

Change the user password in MeetingTime. From the Configure tab, select User Profile. Locate the user profile by searching for the user ID. For the User password field, enter a new password.

For more information about Cisco Unified MeetingPlace, see the documentation at the following URL:

http://www.cisco.com/en/US/products/sw/ps5664/ps5669/products_user_guide_list.html

User Password Has Expired on Cisco Unified MeetingPlace

Problem   The user receives the message "Your password has expired on the Cisco Unified MeetingPlace server. Please log into Cisco Unified MeetingPlace directly and change your password, or contact your administrator for assistance."

Solution   Refer users to the user guides for Cisco Unified MeetingPlace, at the following URL:

http://www.cisco.com/en/US/products/sw/ps5664/ps5669/products_user_guide_list.html

User Can Access Cisco Unified MeetingPlace from a Browser But Cisco Unified Personal Communicator Reports the Credentials Are Wrong

Problem   The user reports being able to access Cisco Unified MeetingPlace from a browser, but Cisco Unified Personal Communicator provides a message that the user credentials are wrong.

Solution   Ask the user to verify the Cisco Unified MeetingPlace credentials from a browser. If automatically logged in to Cisco Unified MeetingPlace, ask the user to click the sign-out link in the browser and then try to log in again. If the log-in attempt fails, the credentials in Cisco Unified Personal Communicator are incorrect. If the user does not have the correct password, change it in MeetingTime. From the Configure tab, select User Profile. Locate the user profile by searching for the user ID. For the User password field, enter a new password.

Password for the Web Conferencing Server Is Missing

Problem   The user receives the message "Your password for the web conferencing server is missing. Please verify your Cisco Unified MeetingPlace credentials as configured in Account Preferences."

Solution   Have users check their web conferencing credentials in Cisco Unified Personal Communicator (File > Preferences > Accounts) as described in the Cisco Unified Personal Communicator user guide at the following URL:

http://www.cisco.com/en/US/products/ps6844/products_user_guide_list.html

User Does Not Have Permission to Start or End a Meeting

Problem   The user receives one of these messages:

"You do not have permission to start a meeting on the Cisco Unified MeetingPlace server. Please contact your system administrator for assistance."

"You do not have permission to end one of these meetings on the Cisco Unified MeetingPlace server."

Solution   Cisco Unified MeetingPlace allows you to create user profiles without providing the ability to schedule (start or end) meetings. Log in to MeetingTime, and make sure the Scheduling Restriction field is not set to Cannot Schedule for this user profile. For other solutions, see the troubleshooting section in Cisco Unified MeetingPlace audio server administration guide at the following URL:

http://www.cisco.com/en/US/products/sw/ps5664/ps5669/prod_troubleshooting_guides_list.html

Web Conferencing Session Will Not Start or End

Problem   The user receives the message "Unable to start a web conferencing session" or the message "Unable to end the web conferencing session."

Solution   Try the following solutions:

Check the Cisco Unified MeetingPlace server, and make sure it is up.

If the problem persists, ask the user to capture the Cisco Unified Personal Communicator logs by using the Problem Reporting Tool (Problem Reporting Assistant on Mac OS) and to submit them to you. Send them to the Cisco TAC for assistance.

Unable to Start or End Web Conferencing Session; Web Server Is Not Connected

Problem   The user receives one of these messages:

"Unable to start a web conferencing session. The Cisco Unified MeetingPlace web server is not connected to MeetingPlace. Please wait a few minutes and try again. If the problem persists, please contact your administrator for assistance."

"Unable to end a web conferencing session. The Cisco Unified MeetingPlace web server is not connected to MeetingPlace. Please wait a few minutes and try again. If the problem persists, please contact your administrator for assistance."

Solution   This problem might occur if the Cisco Unified MeetingPlace web server is running, but is not connected to the Cisco Unified MeetingPlace audio server. Resolve any network problems between the two servers. Make sure that the audio server is running and is not rebooting.

Meeting No Longer Exists on the Cisco Unified MeetingPlace Server

Problem   The user receives the message "This meeting no longer exists on the Cisco Unified MeetingPlace server."

Solution   No action is required. This problem is unlikely to occur, but if it does, it causes no harm.

Cisco Unified MeetingPlace Host Name Is Not Resolving

Problem   The user receives the message "There was a problem resolving the host name of the Cisco Unified MeetingPlace server. Please contact your administrator for assistance."

Solution   This problem is most likely the result of DNS problems on the client (for example, the client is pointing to the wrong DNS server or there is no DNS entry for the server) where the name of the web server that you configured in Cisco Unified Presence Administration cannot be resolved through a DNS lookup on the client.

Try the following solutions:

Verify the Cisco Unified MeetingPlace server address, port, and protocol in Cisco Unified Personal Communicator. Choose Help > Show Server Health on Windows, or Help > Show System Diagnostics on Mac OS, and click Web Conferencing. Ping the server address from the client computer, or try to access the address from a browser to check the connectivity.

Make sure that the Cisco Unified MeetingPlace server and Cisco Unified Personal Communicator are using the same protocol, for example, HTTP or HTTPS.

Check that the Cisco Unified MeetingPlace server is running.

The web server must be able to connect to itself by using the hostname you configured on the Web Server administrative page. This is also the hostname used by users to connect to this web server. Connection problems are most likely caused by firewall-related configurations. For details about HTTP connection problems, see the Cisco Unified MeetingPlace web conferencing installation and upgrade guide at the following URL:

http://www.cisco.com/en/US/products/sw/ps5664/ps5669/prod_installation_guides_list.html

If these actions do not resolve the problem, obtain a snapshot of the Cisco Unified MeetingPlace log files, and send them to the Cisco TAC for assistance. For details about capturing logs, see the Cisco Unified MeetingPlace documentation at the following URL:

http://www.cisco.com/en/US/products/sw/ps5664/ps5669/tsd_products_support_series_home.html

Ask the user to capture the Cisco Unified Personal Communicator logs by using the Problem Reporting Tool (Problem Reporting Assistant on Mac OS) and to submit them to you.

Proxy Server Host Name Is Not Resolving

Problem   The user receives the message "There was a problem resolving the name of your proxy server while attempting to contact the Cisco Unified MeetingPlace server. Please contact your administrator for assistance."

Solution   Cisco Unified Personal Communicator Release 1.2(1) does not support proxy servers between Cisco Unified Personal Communicator and the web conferencing server.

Web Server Does Not Respond Within Timeout Interval

Problem   The user receives the message "The Cisco Unified MeetingPlace server did not respond within the timeout interval. If the problem persists, please contact your administrator for assistance."

Solution   The problem is likely caused by a network latency problem or by a web server that is extremely busy. Ask the user to try again in a few minutes. If the problem persists, review your network infrastructure to reduce latency and improve traffic patterns.

Web Server Returns an Empty Response

Problem   The user receives the message "The Cisco Unified MeetingPlace server returned an empty response. If the problem persists, please contact your administrator for assistance."

Solution   Try the following solutions:

Check the Cisco Unified MeetingPlace server, and make sure it is up.

Verify that the URL being used by the user is valid and can be reached from the client computer. The URL can be found in Cisco Unified Personal Communicator Help > Show Server Health, or Help > Show System Diagnostics on Mac OS, then click Web Conferencing. The display shows server address, ports, and protocols.

Make sure that the Cisco Unified MeetingPlace server and Cisco Unified Personal Communicator are using the same protocol, for example, HTTP or HTTPS.

If these actions do not resolve the problem, obtain a snapshot of the Cisco Unified MeetingPlace log files, and send them to the Cisco TAC for assistance. Ask the user to capture the Cisco Unified Personal Communicator logs by using the Problem Reporting Tool (Problem Reporting Assistant on Mac OS) and to submit them to you.

Security Certificate Is Not Verifiable

Problem   The user receives one of these messages:

"There was a problem verifying the authenticity of the SSL security certificate from the Cisco Unified MeetingPlace server. Please contact your administrator for assistance. Would you like to ignore this warning and try to start the web conference anyway?"

There was a problem verifying the authenticity of the SSL security certificate from the Cisco Unified MeetingPlace server. Please contact your administrator for assistance. Would you like to ignore this warning and try to end the web conference anyway?"

Solution   This problem occurs only if you configured the web server for HTTPS, and you are using a self-signed SSL certificate on the web server.

Ask the user to access the web server from the browser. When prompted about the certificate, the user must choose the option to import the certificate. The user must also restart Cisco Unified Personal Communicator.

For details, see the Cisco Unified MeetingPlace web conferencing configuration guide at the following URL:

http://www.cisco.com/en/US/products/sw/ps5664/ps5669/products_installation_and_configuration_guides_list.html

Security Certificate Is Invalid

Problem   The user receives one of these message:

"The SSL security certificate from the Cisco Unified MeetingPlace server is invalid. Please contact your administrator for assistance. Would you like to ignore this warning and try to start the web conference anyway?"

"The SSL security certificate from the Cisco Unified MeetingPlace server is invalid. Please contact your administrator for assistance. Would you like to ignore this warning and try to end the web conference anyway?"

Solution   This problem can occur if there is a problem verifying the SSL certificate or if the certificate has expired. Try the following solutions:

Verify the certificate installation and configuration on the Cisco Unified MeetingPlace web conferencing server. For details, see the Cisco Unified MeetingPlace web conferencing configuration guide at the following URL:

http://www.cisco.com/en/US/products/sw/ps5664/ps5669/products_installation_and_configuration_guides_list.html

Obtain a snapshot of the Cisco Unified MeetingPlace log files, and send them to the Cisco TAC for assistance. For details about capturing logs, see the Cisco Unified MeetingPlace documentation at the following URL:

http://www.cisco.com/en/US/products/sw/ps5664/ps5669/tsd_products_support_series_home.html

Ask the user to capture the Cisco Unified Personal Communicator logs by using the Problem Reporting Tool (Problem Reporting Assistant on Mac OS) and to submit them to you. Provide this report to Cisco TAC.

Security Certificate Is Invalid or Not Readable

Problem   The user receives the message "There was a problem verifying the authenticity of the SSL security certificate from the Cisco Unified MeetingPlace server. The CA certificate file is invalid or could not be read. Please contact your administrator for assistance."

Solution   This problem is likely due to a security problem on the client. Try the following solutions:

Obtain a snapshot of the Cisco Unified MeetingPlace log files, and send them to the Cisco TAC for assistance. For details about capturing logs, see the Cisco Unified MeetingPlace documentation at the following URL:

http://www.cisco.com/en/US/products/sw/ps5664/ps5669/tsd_products_support_series_home.html

Ask the user to capture the Cisco Unified Personal Communicator logs by using the Problem Reporting Tool (Problem Reporting Assistant on Mac OS) and to submit them to you. Provide this report to Cisco TAC.

Security Certificate Does Not Match Target Host Name

Problem   The user receives one of these messages:

"The name on the Cisco Unified MeetingPlace web server SSL security certificate does not match the target host name. Please contact your administrator to correct the problem. Would you like to ignore this warning and try to start the web conference anyway?"

"The name on the Cisco Unified MeetingPlace web server SSL security certificate does not match the target host name. Please contact your administrator to correct the problem. Would you like to ignore this warning and try to end the web conference anyway?"

"The name on the Cisco Unified MeetingPlace web server SSL security certificate does not match the target host name. Please contact your administrator to correct the problem."

Solution   The name in the SSL certificate that is installed on the Cisco Unified MeetingPlace web server does not exactly match the name of the server that is configured in Cisco Unified Presence Administration.

Try the following solutions:

View the name on the SSL certificate. Access the web server from a browser, and when prompted, click the button to view the certificate. Compare the name in the certificate with the name configured in Cisco Unified Presence Administration and in Cisco Unified MeetingPlace.

Change the server name in Cisco Unified Presence Administration to match the one in the certificate:

Release 7.0: Application > Cisco Unified Personal Communicator > Conferencing Server

Release 6.x: Application > Unified Personal Communicator > MeetingPlace Server

Make sure that the web server name in Cisco Unified Presence Administration is a fully qualified domain name.

Verify that you did not configure the server name as an IP address.

Sign in to Cisco Unified MeetingPlace Web Conferencing with your System Manager-level user ID and password, and choose Admin > Web Server. Verify that you configured the web conferencing server host name with a fully qualified domain name (hostname.domain.com). This host name must match the value in the SSL certificate.

Web Conferencing Server Password Is Blank in Preferences Dialog Box

Problem   The user reports that the password field for Cisco Unified MeetingPlace on the Preferences dialog box is blank. This field normally contains characters that indicate that the user has entered a password. The user is not connected to the Cisco Unified MeetingPlace server, and Cisco Unified MeetingPlace messages are not displayed in the Recent Communications pane.

Solution   This is expected behavior if you have recently uninstalled Cisco Unified Personal Communicator, then reinstalled Release 1.2.2 of the application, or an earlier release.