Configuration Guide for Cisco Unified MeetingPlace Web Conferencing Release 5.4
Troubleshooting Cisco Unified MeetingPlace Web Conferencing
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Troubleshooting Cisco Unified MeetingPlace Web Conferencing

Table Of Contents

Troubleshooting Cisco Unified MeetingPlace Web Conferencing

Problems with Improper Functionality of Windows Authentication

Problems with a Failed Server

Problems with WEBI_Initialize Failed Messages

Problems with Disk Space: Explaining the DC-MeetingServer File

Eliminating Additional DC-MeetingServer Files

Resolving Disk Space Error Messages

Resolving SQL Server Error Messages

Problems with Users Being Dropped From a Cisco Unified MeetingPlace Web Conference

What to Do if Only a Few Users Are Dropped

What to Do if All Users Are Dropped

What to Do if Users Continue to Get Dropped

Problems with Joining a Meeting

What to Do if Only HTTP Tunneling Users and HTTPS Users Cannot Join

What to Do if Only a Few Users Cannot Join

What to Do if the Meeting Console Stalls at 1 Percent

Resolving MPAgent Error Messages

Resolving Web Conferencing Session Error Messages

Resolving Error Messages Related to Scheduling Meetings

Resolving Problems Finding a Meeting

Resolving Error Messages Related to Finding a Meeting

What to Do if Icons in the Meeting Console Flicker

What to Do if You Hear Clicking Sounds While the Meeting Console is Loading

What to Do if the Meeting Console Disappears

Problems Dialing Out from the Meeting Console

Problems Viewing Shared Documents

What to Do if Cisco Unified MeetingPlace Web Conferencing Displays a Gray Window

What to Do if Cisco Unified MeetingPlace Web Conferencing Displays a Blue Window

What to Do if Cisco Unified MeetingPlace Web Conferencing Displays a Welcome Page

Problems Hosting a Web Conference

Problems with Presentation Slides

Problems Collaborating in Application Sharing Mode

What to Do if You Are Unable to Collaborate by Using the Meeting Console

What to Do if You Are Unable to Collaborate by Using NetMeeting

Problems with Attachments and Recordings

What to Do if You Cannot Access Attachments or Presentations From the External Web Server

Problems with Other File Attachments

Problems with Windows Media Server

What to Do if Users Cannot Hear Recordings

Problems with WebConnect

What to Do if You Cannot Find a User Group

What to Do if You Are Unable to Add Attachments or Invite People to a Meeting That Has Rolled

What to Do if You Receive Warning Messages Related to WebConnect

Resolving Error Messages Related to WebConnect

About Security Warning Windows

What Happens if You Do Not Accept the Security Warnings

How to Accept the Security Certificate After Initially Declining It

What to Do if You Receive a Secure Sockets Layer Security Warning

What to Do to Restrict Access Over Anonymous Connections

About Microsoft System Updates or Patches and the Cisco MCS

Deleting Files in IIS

Avoiding the "File Download" Window When Using NetMeeting

What to Do if You Try to Access NetMeeting and Receive a Text File

What to Do if the NetMeeting Share Button is Disabled

What to Do if You Cannot Launch NetMeeting from Cisco Unified MeetingPlace Web Conferencing

What to Do if You Are Prompted For a Program Type When Using NetMeeting

Resolving NetMeeting Error Messages

Resolving Microsoft Internet Explorer Error Messages

What to Do if You Receive a Message That Java Applets Are Being Downloaded

Problems with Java in Microsoft Internet Explorer

Problems with Java in Netscape


Troubleshooting Cisco Unified MeetingPlace Web Conferencing


This chapter explains how to troubleshoot common problems that can occur when configuring and using Cisco Unified MeetingPlace Web Conferencing.

See the following sections:

Problems with Improper Functionality of Windows Authentication

Problems with a Failed Server

Problems with WEBI_Initialize Failed Messages

Problems with Disk Space: Explaining the DC-MeetingServer File

Problems with Users Being Dropped From a Cisco Unified MeetingPlace Web Conference

Problems with Joining a Meeting

Problems Dialing Out from the Meeting Console

Problems Viewing Shared Documents

Problems Hosting a Web Conference

Problems with Presentation Slides

Problems Collaborating in Application Sharing Mode

Problems with Attachments and Recordings

Problems with Other File Attachments

Problems with Windows Media Server

Problems with WebConnect

About Security Warning Windows

About Microsoft System Updates or Patches and the Cisco MCS

Problems with Java in Microsoft Internet Explorer

Problems with Java in Netscape

Problems with Improper Functionality of Windows Authentication

If the server name in a URL request to the web server contains any periods, such as the dots in an IP address or a FQDN, the request is automatically routed to Internet Explorer's Internet Zone. Internet Explorer's default Internet Zone is configured to not pass Windows credentials to the web server.

Consequently, if you configured Windows authentication but used an IP address or FQDN when setting your web server Host Name parameter in the "Configuring the Web Server" section on page 2-29, Internet Explorer prompts you for your Windows login information when you try to access Cisco Unified MeetingPlace Web Conferencing even if you are already logged on to your computer with your domain Windows account.

The following procedures provide instructions for two workarounds for this issue:

To Add the URL String to Internet Explorer's Trusted Zone

To Modify Internet Explorer's Internet Zone to Automatically Pass Windows Credentials and Log Users Into a Website

We recommend that you use the workaround provided in the "To Add the URL String to Internet Explorer's Trusted Zone" procedure.

To Add the URL String to Internet Explorer's Trusted Zone

This is the preferred method for working around Internet Explorer's Internet Zone configuration.


Caution If you choose this workaround, you must apply this change to all end user computers.

Step 1 Open Internet Explorer. From Tools > Internet Options, click the Security tab.

Step 2 From the Security tab, click Trusted Zone.

Step 3 Click Edit.

Step 4 From the Trusted Sites window, add the URL of your web server.

For example, if you set your web server Hostname parameter to abc.company.com, then enter http://abc.company.com in the list of trusted websites and click Add.

Step 5 Click OK.


To Modify Internet Explorer's Internet Zone to Automatically Pass Windows Credentials and Log Users Into a Website


Caution If you choose this workaround, you must apply this change to all end user computers.

Step 1 Open Internet Explorer. From Tools > Internet Options, click the Security tab.

Step 2 From the Security tab, click Internet Zone, then click Custom Level.

Step 3 From the Security Settings window, scroll to the bottom to the User Authentication section.

Step 4 For Logon, click Authenticate Logon with Current Username and Password.

Step 5 Click OK.


Problems with a Failed Server

If a web server fails during a web conference, all users are disconnected from the web-conferencing portion of their meeting. Resolving this situation depends on knowing why the web server failed.


Note When restoring failed servers, users will experience a slight delay before the Cisco Unified MeetingPlace system regains flawless functionality. This delay is equal to the Load Stats Poll Period value on the Site Properties administrative page * five. The Load Stats Poll Period defaults to one minute. Therefore, the delay defaults to five minutes.


Use the information in Table 9-1 to identify the failed server problem and a solution.

Table 9-1 What To Do If Your Web Server Fails 

If...
Then...

The web server fails because of an Agent Service problem.

Other web servers in the cluster detect that a server is down and begin to exclude it from the load balancing cluster.

Users can rejoin their web conference by clicking the click-to-attend link in their meeting notification or accessing the Current Meeting page from the Web.

The web server fails because of a server components problem.

Other web servers in the cluster are unable to detect that a server is disabled since its Agent Service is fully functional. As a result, the failed web server is not excluded from the load balancing cluster and can continue to have users routed to it in error.

To resolve the problem:

1. In the Windows Services control panel, restart the Cisco MeetingPlace Web Conferencing Service.

This should restore web-conferencing functionality.

2. Ask users to rejoin their web conference.

The failed web server is in the DMZ.

Configure another server as your external web server. Users are unable to conduct external meetings until you complete this step. To configure an external web server, see the "To Configure Redirection of External Meetings" procedure on page 5-14

The SQL Server database is on the failed server.

All web servers in the cluster become nonfunctional. Users are unable to conduct web conferences until the database is restored.


Problems with WEBI_Initialize Failed Messages

If you receive WEBI_Initialize Failed messages, complete the steps in the following procedure to troubleshoot.

To Troubleshoot WEBI_Initialize Failed Messages


Step 1 Verify that the servlet is working by going to http://hostname/servlet/JengaTest and confirming that you see a page that tells you servlets can run successfully. If you do not see this page, Java is not working properly, and we recommend that you reinstall the Sun JVM.

or

To determine if Java is not working properly, open a command prompt and enter java. If you get an error message, Java is not working properly, and we recommend that you reinstall the Sun JVM.

Step 2 Verify that DCMS is running by going to the following URL: http://hostname/servlet/DCL.MeetingServer.Admin.DCMSAdmin?Template=dcmsadminstatus&UserName=Administrator&Password=qwaszx21214001&GarbageCollect=off, where hostname is the name of your web server. If you get an error message, enable DCMS.

Step 3 Because HTTP loops back to the same server for WEBI calls, verify that the localhost is aliased by going to the URL in Step 2 and by using several hostnames (localhost, 127.0.0.1, and so on) to see what works while you are on a web browser on the server itself.

Step 4 Verify the IIS permissions for the /mpweb/extensions folder are correct; make sure the folder has anonymous access.


Problems with Disk Space: Explaining the DC-MeetingServer File

When the Cisco MeetingPlace Conferencing Gateway, MCS Service, or GCC Service crash, Cisco Unified MeetingPlace Web Conferencing generates a crash log called dc-meetingserver*.txt, which can exceed two GB in size. If there are multiple crashes, there are multiple text files. Each crash owns a dc-meetingserver-timestamp.txt file with the timestamp of when it crashed.

This file is normally found in C:\WINNT and then copied to drive:\Program Files\Cisco Systems\MPWeb\Diagnostics. You will see it whenever you run dcdiags.bat.

See the following sections for additional details:

Eliminating Additional DC-MeetingServer Files

Resolving Disk Space Error Messages

Resolving SQL Server Error Messages

Eliminating Additional DC-MeetingServer Files

To eliminate additional copied files of the dc-meetingserver*.txt crash log, change the copy location to write to the \mpweb\diagnostics directory.

The diagnostic.bat makes backup copies of the files inside the diagnostic directory before replacing it with new ones. If you are concerned about space, also delete the files in drive:\Program Files\Cisco Systems\MPWeb\Diagnostic\Old.

Resolving Disk Space Error Messages

Error Message    [1228] Operation Failed. Currently on Web Server X, SQLServer Loadtest, 
MPServer Y.
Error Message    The log file for database MPWEB is full. Back up the transaction log 
for the database to free up some log space.

If you see the first error message on your web server and the second error message in the Eventlog window, it is likely that the SQL database files are too large and that users are unable to sign in to Cisco Unified MeetingPlace Web Conferencing. To resolve this issue, complete the following procedure.

To Resolve Disk Space Error Messages


Step 1 From the SQL Enterprise Manager, choose the database Properties page and choose Options > Auto Shrink.

Step 2 To enable this option, set the database recovery model to Simple, or back up the log. If you are using SQL Server 2000 Desktop Engine (MSDE), this option is chosen by default.


Resolving SQL Server Error Messages

Error Message    This SQL Server has been optimized for 5 concurrent queries. This limit 
has been exceeded by 1 query and performance may be adversely affected.

If you are using SQL Server 2000 Desktop Engine (MSDE) with Cisco Unified MeetingPlace Web Conferencing, you might see the preceding error message in the Windows Event Viewer Application log. If you do, upgrade to SQL Server 2000 with the required Service Pack for your Web Conferencing release.

Error Message    Error -2147221297 [Microsoft][ODBC SQL Server Driver][SQL Server] 
InvalidColumn Name 'Timestamp'"

If you see the preceding error message and cannot connect to the database on the SQL Server during the Cisco Unified MeetingPlace Web Conferencing installation, your connection problem might be due to a case sensitive SQL Server. To resolve this issue, run the install on an SQL Server that is not case sensitive.

Problems with Users Being Dropped From a Cisco Unified MeetingPlace Web Conference

If one or more users report that they have been dropped from a web conference, determine if just a few attendees were dropped or if everybody in the web conference was dropped, then see the following sections.

What to Do if Only a Few Users Are Dropped

What to Do if All Users Are Dropped

What to Do if Users Continue to Get Dropped

What to Do if Only a Few Users Are Dropped

If only a few users were dropped from the web conference, but others maintained their connection, ask those users who lost their connection to close their meeting console window and rejoin the web conference.

If the same problem persists, do the following checks:

Make sure the user web browser is supported and Java-enabled, and that the machine has a supported Java Runtime Environment (JRE) installed. For a list of supported web browsers and JRE versions, see the System Requirements for Cisco Unified MeetingPlace, at http://www.cisco.com/en/US/products/sw/ps5664/ps5669/prod_installation_guides_list.html.

If the attendee was using a remote access service, like Shiva, to connect to the company LAN, determine if an inactivity timeout disconnected them from the web server. To avoid the inactivity timeout, users should periodically issue keyboard or mouse button commands; mouse movements are not registered as activity.

If accessing through a Virtual Private Network (VPN), make sure the security policy is deactivated.

Verify that the user can ping the Cisco Unified MeetingPlace Web Conferencing gateway.

What to Do if All Users Are Dropped

If all of the users in the web conference were dropped, it might be due to the following:

All attendees left the voice conference and the Disconnect Empty Port Timer ended the entire meeting, including the web conference.

The meeting scheduler or host ended the meeting.

If meeting attendees are still in the voice conference and the host of the meeting did not stop sharing, an error might have occurred on the web server. In this case, determine if the web server is functioning correctly by doing the following procedure.

To Determine if the Web Server Is Functioning Correctly


Step 1 From the web server, open the Windows Services control panel and make sure that the Cisco MeetingPlace Web Conferencing Service is running.

Step 2 Check the Windows Event Viewer Application log for any errors related to the web server.

Step 3 Check the Event log for any messages related to the web server.

Step 4 Report any major errors to your Cisco support representative.


What to Do if Users Continue to Get Dropped

If users keep getting disconnected from a web conference (several minutes after they have been reconnected to the web conference, they are disconnected again) it might be due to the following reasons:

The network bandwidth is too limited to allow users to participate at this time. Users are on a dial-up connection or the network is congested. If other applications are running in the background that consume additional bandwidth, such as streaming, synchronizing e-mail and so forth, stop these operations during the web conference.

Users are connected to a proxy server that blocks Java applets. Make sure that the proxy server does not block Java applets. For proxy server requirements, see the "About Proxy Servers" section on page 2-1.

Users are connected to a proxy server with lengthy time-out delays. Alter the connection so that the proxy server time-out setting is longer than five minutes. If this is not permitted, contact your Cisco support representative for instructions on configuring your proxy server and the Cisco Unified MeetingPlace system.

Problems with Joining a Meeting

If no one can join the web conference, the problem is probably related to the web server. For example, a Windows service is down. To troubleshoot this problem:

1. Make sure the Cisco MeetingPlace Web Conferencing Service is running on the web server. For more information about this service, see the "About the Cisco MeetingPlace Web Conferencing Service" section on page 2-2.

2. If there is a problem with a Windows service, go to the \Cisco Systems\MPWeb\datasvc directory and run dcdiags.bat as soon as possible to generate a server log.

3. Check the Eventlog for any messages related to the web server. Report any major errors to your Cisco support representative.

4. Check the Windows Event Viewer and Application log, for any errors related to the Windows server.

See the following sections for additional details:

What to Do if Only HTTP Tunneling Users and HTTPS Users Cannot Join

What to Do if Only a Few Users Cannot Join

Ensuring That MeetingTime Has the Correct Cisco Unified MeetingPlace Web Conferencing Information

What to Do if the Meeting Console Stalls at 1 Percent

Resolving MPAgent Error Messages

Resolving Web Conferencing Session Error Messages

Resolving Error Messages Related to Scheduling Meetings

Resolving Problems Finding a Meeting

Resolving Error Messages Related to Finding a Meeting

What to Do if Icons in the Meeting Console Flicker

What to Do if You Hear Clicking Sounds While the Meeting Console is Loading

What to Do if the Meeting Console Disappears

What to Do if Only HTTP Tunneling Users and HTTPS Users Cannot Join

If only HTTP tunneling users and HTTPS users are affected, it is possible that Jenga was not installed correctly. Jenga is the servlet engine used for tunneling users and HTTPS users.

To Troubleshoot the Jenga Installation


Step 1 To check Jenga, go to http://hostname/servlet/JengaTest.

Step 2 If the check fails, from \MPWeb\Scripts, run inst.bat to reinstall Jenga.

Step 3 After reinstalling Jenga, go to http://hostname/servlet/JengaTest again to verify that Jenga was successfully installed.


What to Do if Only a Few Users Cannot Join

If some users are able to join the web conference but others are not, make sure that those who are unable to join have the following:

Network connectivity (that is, are they connected through a switch or a hub?)

Internet access

If users have network connectivity and Internet access, do the following checks:

Make sure that users can view the Connect button from the Cisco Unified MeetingPlace Web Conferencing Meeting Information page.

Determine if users are attending the web conference over a network or dial-up connection. If users are attending on a dial-up connection, it is possible that the web server is disconnecting them because their connection is too slow.

If external users are unable to join a web conference, it is possible that you configured the web server hostname incorrectly. Make sure that you followed the steps in the "Defining the Cisco Unified MeetingPlace Web Conferencing Server" section in Chapter 2 of the Installation and Upgrade Guide for Cisco Unified MeetingPlace Web Conferencing, at http://www.cisco.com/en/US/products/sw/ps5664/ps5669/prod_installation_guides_list.html.

If external users are accessing Cisco Unified MeetingPlace Web Conferencing through a proxy server, it is possible that you configured the proxy server in a way that does not allow access to the web conference. For proxy server requirements, see the "About Proxy Servers" section on page 2-1.

It is possible that you need to configure the web server to use Secure Sockets Layer (SSL) so that external users can join a web conference using an HTTPS connection. Even if external users are behind a proxy server, they should be able to join a web conference. For SSL configuration details, see the "How to Configure Secure Sockets Layer" section on page 5-10.

If users are attending from MeetingTime, make sure MeetingTime has the correct IP address of the web server and views the server as active. Do the following procedure.

Ensuring That MeetingTime Has the Correct Cisco Unified MeetingPlace Web Conferencing Information

You must have MeetingTime installed and running before beginning this procedure.


Step 1 Log in to MeetingTime.

Step 2 From the Configure tab, choose the Usage Parameters topic and scroll down to the Data Meetings section.

Step 3 From the Data Meetings section, make sure that the following parameters are set correctly:

Parameter
Setting

Data Mtg IP Address

The correct IP address of the web server

Web Conference Active

Yes


If either of these parameters are incorrect, restart the Cisco MeetingPlace Web Conferencing Service. MeetingTime is then updated with the correct information.


Caution Restarting the Cisco MeetingPlace Web Conferencing Service causes all web-conferencing sessions to terminate.

What to Do if the Meeting Console Stalls at 1 Percent

There is a rare problem where the meeting console load stalls at 1 percent due to a nonsynchronized IP address. If a web server IP address is changed for some reason, it is not automatically updated in the database. To resolve this issue, manually update the database with the new IP address using osql or the SQL Query Analyzer.

Resolving MPAgent Error Messages

Error Message    MPAgent is not available, please try again later.

If you see the preceding error message, the Cisco MeetingPlace Agent Service is either down or not responding. To resolve this problem, stop and restart the Cisco MeetingPlace Web Conferencing Service.

Resolving Web Conferencing Session Error Messages

Error Message    Session is stale.

Cisco Unified MeetingPlace Web Conferencing keeps session information about each connected user. A session can be anything from accessing Web Conferencing to modify your profile, schedule a meeting, or work on a thread. A session is not equivalent to an active web conference. This information is kept for a minimum of one hour from the your last session up to a maximum of 24 hours.

Your session can become stale for the following reasons:

If you sign in to Web Conferencing from a different location than the one you originally used, the system disconnects your first browser connection. If you then go back to the first browser, you will receive a "stale session" notification.

If you sign in to Web Conferencing, but do not participate in the session for over an hour, the system disconnects you to free some room for new users and informs you that your session is stale.

If you sign in to Cisco Unified MeetingPlace for Cisco Unified IP Phone while already signed in to a web conference through Cisco Unified MeetingPlace Web Conferencing, you will receive the "Session is stale" message. This happens if Cisco Unified MeetingPlace for Cisco Unified IP Phone is using the same web server that is being used for your web conference. Your current voice and web conference will be uninterrupted, but you will have to log in again to the interface you want to use.

To work around this last issue, install Cisco Unified MeetingPlace Web Conferencing intended for web-conferencing on a separate Cisco MCS machine.

Error Message    Your session has expired. You will need to log in again.

If you see the preceding error message, it is possible that you have Content Advisor enabled on your browser. Cisco Unified MeetingPlace Web Conferencing does not support Content Advisor. If Content Advisor is enabled, the following scenario will occur:

1. User tries to access Web Conferencing and a Content Advisor window appears.

2. User clicks Always Allow This Web Site to Be Viewed to check it.

3. User then signs in and clicks Remember Me to check it.

4. When the user clicks an option tab, such as Schedule Meeting, Attend Meeting and so on, the user receives an error message.

To verify that Content Advisor is disabled, open your browser and go to Tools > Internet Options > Content > Content Advisor. Disable Content Advisor and try to access the Web Conferencing home page again.

Resolving Error Messages Related to Scheduling Meetings

Error Message    The meeting being scheduled is different than the one in Cisco 
MeetingPlace Web.

If you see the preceding error message, it is possible that you clicked the Schedule button twice before the system had a chance to respond. This results in a delay between the scheduled meeting and the response. Use the Find Meeting tab to see if your meeting was scheduled before attempting to schedule the meeting again.

Resolving Problems Finding a Meeting

If you cannot find a meeting you just scheduled, try refreshing the page to make sure you are viewing the most current data.

Resolving Error Messages Related to Finding a Meeting

Error Message    Template cannot be found.

If you see the preceding error message, verify that the template file specified in the error message or error page exists in the drive:\Program Files\Cisco Systems\MPWeb\Template directory.

If the template does exist, make sure the directory permissions allow Cisco Unified MeetingPlace Web Conferencing to access the template files, that is, set the Everyone group with full access permissions and then restrict who is a member of that group.

If the templates are not in the \Template directory, re-install the template files.


Caution If a reinstall is run, any customized files that are not read-only are overwritten.

Error Message    Guest profile is reserved for system use and cannot be used for current 
operation.

If you see the preceding error message, your meeting was scheduled to only allow Cisco Unified MeetingPlace profile users. No guests are allowed.

What to Do if Icons in the Meeting Console Flicker

Any status change in the Participants tab (such as people joining or leaving, muting or unmuting and so on) requires a "redraw" of your screen. The speed of this "redraw" is dependant on many factors including the following:

Performance of the client PC and its video card

The network bandwidth

The degree of network congestion

The Internet browser that is used

The interaction of these factors can cause the "redraw" to become sufficiently slow so as to become visible to end-users as a "flicker."

What to Do if You Hear Clicking Sounds While the Meeting Console is Loading

Sometimes, users hear clicking while their meeting console is loading or when a presentation is refreshing. Users can turn this sound off by adjusting the volume control through their Control Panel.

What to Do if the Meeting Console Disappears

If you are in the meeting console and click a link in Microsoft Word or Outlook, it is possible that your meeting console disappears. This is probably due to the way you set your browser to reuse windows. Setting your browser to reuse windows replaces the content in your current window with whatever content is invoked by the link.

To resolve this problem, either refrain from clicking links in other applications while you are in a web conference, or set Internet Explorer to not reuse windows, by doing the following procedure.

To Set Internet Explorer to Not Reuse Windows


Step 1 From your Internet Explorer, go to Tools > Internet Options > Advanced.

Step 2 From Browsing, click Reuse Windows for Launching Shortcuts to uncheck it.

Step 3 Click Apply, then OK.


Problems Dialing Out from the Meeting Console

If a user is unable to dial out to a number by clicking Connect in the meeting console, but the number can be reached by using #31 to dial out, you may need to adjust the translation table on the Cisco Unified MeetingPlace Audio Server to account for the R symbol (wait for answer supervision from the far end) that is appended to web outdials. Outdials via #31 do not append the R symbol. Adding R? to the pattern in the translation table matches 0 or 1 occurrences of the R symbol, so that both web and #31 outdials can be matched correctly.

In the following example, the Cisco Unified MeetingPlace Audio Server translation table is configured to prepend a 5 to the dial string 4541:

# From			To		Group			DestType			Comment
# -----------------------------------------------------
#
4541			5\0		1			GENERIC			add 5 to 45451
.*			\0		ANYGROUP			GENERIC 			No translation

In this case, the cptrace command on the Audio Server for a web outdial to extension 4541 results in the following example trace:

01/25 11:12:44.75  P NDV     State    : 13
01/25 11:12:44.75  P NDV     Outdial  : UserID 100 RetCode 3107
                Dest 4541R Trans Dest
01/25 11:12:44.72  P NDV     Substate : 4

An outdial via #31 to the same number results in the following output:

01/25 11:07:13.95  P 6       State    : 12
01/25 11:07:13.95  P 6       Outdial  : UserID   3 RetCode  0
                Dest 4541 Trans Dest 54541
01/25 11:07:13.95  P 6       Substate : 7

In this case, the translation table should be adjusted to account for the possible addition of the R symbol by adding R? as follows:

# From			To		Group			DestType			Comment
# -----------------------------------------------------
#
4541R?			5\0		1			GENERIC			add 5 to 45451
.*			\0 		ANYGROUP			GENERIC			No translation

If you need assistance updating the translation tables, contact Cisco TAC.

Problems Viewing Shared Documents

If a user cannot view a shared document, first determine if the user's browser window is displaying a blank gray window, the Welcome page, or a blank blue window.

See the following sections for additional details:

What to Do if Cisco Unified MeetingPlace Web Conferencing Displays a Gray Window

What to Do if Cisco Unified MeetingPlace Web Conferencing Displays a Blue Window

What to Do if Cisco Unified MeetingPlace Web Conferencing Displays a Welcome Page

What to Do if Cisco Unified MeetingPlace Web Conferencing Displays a Gray Window

If the web collaboration window of the user meeting console is gray, do the following:

Make sure the user web browser is Java-enabled. To check, run the Browser Test as described on the Cisco Unified MeetingPlace Web Conferencing homepage.

Check if the Cisco MeetingPlace Conferencing Gateway service on the web server is down. If so, restart it from the Cisco MCS where Cisco Unified MeetingPlace Web Conferencing is installed. If this fails to resolve the problem, stop and restart the Cisco MeetingPlace Web Conferencing Service.

From the meeting console Help menu, choose Show Diagnostics Log to view the user connection statistics. If the user is using a dial-up connection, allow more time to download the meeting console applet.

Empty the user web browser cache.

What to Do if Cisco Unified MeetingPlace Web Conferencing Displays a Blue Window

If the web collaboration window of the user meeting console is blue, it is possible that the user accidentally moved the shared document off-screen, or the host is not sharing. Have the user look for the shared document in the corners of the web collaboration window by scrolling or dragging the shared document to the center of the window.

What to Do if Cisco Unified MeetingPlace Web Conferencing Displays a Welcome Page

If the web collaboration window displays the Welcome page, but the user is unable to view any shared documents, check the meeting console connection status icon in the lower-right corner of the meeting console.

If you do not see a green checkmark between the two computer icons, it is possible that a proxy server is preventing Cisco Unified MeetingPlace Web Conferencing from connecting to the web server. Proxy servers can slow down data transmission and create a round trip latency that is too large for the user to participate in the web conference.

If the status icon is a gray checkmark between the two computer icons, Web Conferencing is connected to the web server, but one of the following issues exist:

No one is sharing a document.

The user joined the web conference for the wrong meeting.

The user web browser is not supported. For a list of supported web browsers, see the System Requirements for Cisco Unified MeetingPlace, at http://www.cisco.com/en/US/products/sw/ps5664/ps5669/prod_installation_guides_list.html.

Problems Hosting a Web Conference

Users are unable to host web conferences under the following circumstances:

The user has Audience or Participant permissions. These meeting console permission levels allow users to view presentations, applications, and whiteboards, but not share.

The user is using the wrong endpoint to share applications:

Users on Windows systems can use either the meeting console or a T.120 application.

Users on Macintosh systems must use the meeting console.

Users on Unix systems must use a T.120 application, such as SunForum.

The user is using Internet Explorer and chose not to accept the Cisco Unified MeetingPlace web certificate.

The version of Java on the user workstation is outdated. Make sure that the version of Java is supported. For details, see the System Requirements for Cisco Unified MeetingPlace, at http://www.cisco.com/en/US/products/sw/ps5664/ps5669/prod_installation_guides_list.html.

Problems with Presentation Slides

If you find that your presentation slides do not look as good as the originals, note the following:

1. Make sure Microsoft PowerPoint is installed on your web server to optimize the appearance of your presentation slides. If PowerPoint is installed, Cisco Unified MeetingPlace Web Conferencing uses it as the default agent for converting PowerPoint presentations to slides. If you decide not to install PowerPoint, Web Conferencing uses its own internal conversion tool.

2. Keep in mind that the internal conversion tool for Web Conferencing uses a machine configuration-dependent graphics context to render images for presentations. The number of colors available in the system's graphics context is a particularly important limiting factor. For example, if the video driver for a server running Web Conferencing is set up to display 256 colors, images produced on that server are limited to 256 colors and slides are of reduced display quality.

3. Make sure that all of your corporate fonts and standard Microsoft fonts, including Microsoft PowerPoint fonts, are loaded on to the web server.


Tip The more complex the color and images, the slower the refresh. To improve refresh rates, try sharing and viewing without the background colors.


Problems Collaborating in Application Sharing Mode

When the host of the web conference opens a document for collaboration, but the other attendees are unable to take control, determine if the attendees who are unable to take control are using the meeting console or a T.120 application, such as NetMeeting.

See the following sections for additional details:

What to Do if You Are Unable to Collaborate by Using the Meeting Console

What to Do if You Are Unable to Collaborate by Using NetMeeting

What to Do if You Are Unable to Collaborate by Using the Meeting Console

If you do not see the Take Control button during an application sharing session, it can be due to the following:

The host of the web conference has not opened the document for collaboration.

The attendee who has control of the document has not clicked the Release Control button. Sometimes, this is required before another user can collaborate.

The user is attending a lecture-style meeting and does not have the appropriate meeting console permissions to collaborate. In lecture-style meetings, only those with Presenter permissions can take control of any document being shared by the host.

What to Do if You Are Unable to Collaborate by Using NetMeeting

Make sure that all attendees are using the same release of NetMeeting. The Microsoft website provides free NetMeeting upgrades.

Problems with Attachments and Recordings

Meeting recordings are converted into the desired audio and synchronized formats before you can post them. Files that are less than 1 GB can take up to six hours to convert. Files over 1 GB can take up to 12 hours to convert.


Note Always make sure that the meeting is over before attempting to access a recording. To end a meeting manually from the meeting console, choose Meeting > End Meeting. Only the meeting scheduler and users with System Manager privileges can end meetings using this menu option.


During the conversion process, a "Processing Now..." status image displays. In comparison with other Cisco Unified MeetingPlace services, the Audio Service conversion process takes a lower priority. Therefore, during the peak hours of Cisco Unified MeetingPlace usage, audio files are converted and posted at a much slower rate.

If you are experiencing problems, do the following checks:

Verify that the Replication Service and Audio Service are running. For more information, see the "About the Replication Service" section on page 3-3 and the "About Audio Conversion" section on page 3-8.

From the Meeting Options page, verify the Automatically Start Recording parameter. If this parameter is set to Yes, recording will auto-start once the second attendee enters the meeting. If it is set to No, attendees must manually start the recording by either pressing #61 on their phones or by choosing Meeting > Start Recording from the meeting console.

Go to the MeetingTime Review tab. Choose your meeting and click Attachments. If the recording attachment shows a length of 0, recording space was reserved but attendees did not turn on the recording.

Schedule a test meeting to check the audio conversion process by doing the following procedure. The success or failure of this test will give you more information as to the cause of your problem.

To Schedule a Test Meeting


Step 1 Open the Cisco Unified MeetingPlace Web Conferencing Eventlog (from the web server, right-click the Cisco Unified MeetingPlace icon in the system tray and choose eventlog).

Step 2 Schedule a test meeting. Join the meeting and start recording.

Step 3 Terminate the meeting after a few minutes (from MeetingTime or the meeting console).

Step 4 In the Eventlog window, verify the following activity pattern (the ID and file names are shown only as examples).

Fri Aug 13 16:42:39 2004 MPDatSvc (0x0B78) Information: Waiting for next 
conversion request
Fri Aug 13 16:42:39 2004 MPDatSvc (0x0B78) Information: Received response 
from audio service for \\SERVER\C$\\Program Files\Cisco
Systems\MPWeb\Meetings\1296\chimes_4336.mpv, result=1
Fri Aug 13 16:42:39 2004 mpaudsvc (0x0A00) Information: Conversion from WAV 
to WMA for C:\Program Files\Cisco Systems\MPWeb\Meetings\1296\chimes_4336.wav 
is done.
Fri Aug 13 16:42:39 2004 mpaudsvc (0x0A60) Success: Conversion from MPV to WAV 
for C:\Program Files\Cisco Systems\MPWeb\Meetings\1296\chimes_4336.wav is done.
Fri Aug 13 16:42:39 2004 MPDatSvc (0x0DD0) Information: 08/13/2004 - 16:42 : 
Replication Service Request Completed. Count-4329
Fri Aug 13 16:42:39 2004 mpv2wav InputFile=C:\Program Files\Cisco
Systems\MPWeb\Meetings\1296\chimes_4336, MPVFormat = 0, GenerateHdr=0
Fri Aug 13 16:42:39 2004 mpaudsvc (0x0A60) Information: Conversion from MPV to WAV 
started for C:\Program Files\Cisco Systems\MPWeb\Meetings\1296\chimes_4336.mpv.
Fri Aug 13 16:42:39 2004 mpaudsvc (0x0A60) Information: WaitTime is 21600000, based
on size of 2528 and ConvTimeOutMultiplyer of 0
Fri Aug 13 16:42:39 2004 mpaudsvc (0x0A60) Information: C:\Program Files\Cisco
Systems\MPWeb\Meetings\1296\chimes_4336.mp3
Fri Aug 13 16:42:39 2004 mpaudsvc (0x0A60) Information: C:\Program Files\Cisco
Systems\MPWeb\Meetings\1296\chimes_4336.mpv
Fri Aug 13 16:42:39 2004 MPDatSvc (0x0B78) Information: Submitting a request to 
audio service for \\SERVER\C$\\Program Files\Cisco
Systems\MPWeb\Meetings\1296\chimes_4336.mpv
Fri Aug 13 16:42:39 2004 MPDatSvc (0x0B78) Information: GetNextRequestForProcessing: 
found request mpv=\\SERVER\C$\\Program Files\Cisco
Systems\MPWeb\Meetings\1296\chimes_4336.mpv, nTries=0
Fri Aug 13 16:42:39 2004 MPDatSvc (0x0DD0) Information: AddToQ: mpv=\\SERVER\C$\\Program
Files\Cisco Systems\MPWeb\Meetings\1296\chimes_4336.mpv, nTries=0
Fri Aug 13 16:42:39 2004 MPDatSvc (0x0DD0) Information: DoConversion:
mpv=\\SERVER\C$\\Program Files\Cisco Systems\MPWeb\Meetings\1296\chimes_4336.mpv,
conferencenum=1296, attrefid=20

What to Do if You Cannot Access Attachments or Presentations From the External Web Server

If you cannot access attachments or presentations from the external web server, make sure of the following:

The Cisco MeetingPlace Replication Service on the external web server is enabled and running.

You copied the GUIDS.reg file from the internal web server to the external web server. For more information, see Chapter 3 of the Installation and Upgrade Guide for Cisco Unified MeetingPlace Web Conferencing, at http://www.cisco.com/en/US/products/sw/ps5664/ps5669/prod_installation_guides_list.html.

Problems with Other File Attachments

If the meeting was scheduled from a different Cisco Unified MeetingPlace application or client, such as Cisco Unified MeetingPlace for Outlook or MeetingTime, the attachment needs to be downloaded from the Cisco Unified MeetingPlace Audio Server system to the web server. While the attachments are downloading, a "Processing Now..." status appears.

When you add a file as an attachment, that file is temporarily stored in the web server TEMP directory, typically mapped to C:\temp. If for any reason you cannot access this folder, or if the drive is full, your file attachment operation will fail.

Problems with Windows Media Server

If the Windows Media Server is not installed on the same Windows machine as Cisco Unified MeetingPlace Web Conferencing, make sure that the mount point location is correct. Otherwise, your meeting recordings might not stream properly. For more information, see your Windows Help.

What to Do if Users Cannot Hear Recordings

Users can experience problems when listening to audio recordings and attachments in Windows Media format if Secure Sockets Layer (SSL) is turned on. To correct this issue, do the following procedure.

To Troubleshoot Problems with Recordings in Windows Media Format


Step 1 From the Windows Media Player Tools menu, choose Options > File Types.

Step 2 Click Windows Media file (asf) to uncheck it.

Step 3 Click OK and try playing your recording or attachment again. If you continue to have problems, try verifying the checks in the "Problems with Attachments and Recordings" section.


Problems with WebConnect

WebConnect is an automatic rollover feature that ensures the availability of Cisco Unified MeetingPlace resources for users. For additional information on this feature, see the "Configuring WebConnect" chapter.

See the following sections for additional troubleshooting details:

What to Do if You Cannot Find a User Group

What to Do if You Are Unable to Add Attachments or Invite People to a Meeting That Has Rolled

What to Do if You Receive Warning Messages Related to WebConnect

Resolving Error Messages Related to WebConnect

What to Do if You Cannot Find a User Group

If you cannot find the user group you are looking for when trying to assign a rollover map, make sure that you updated user groups as described in the "To Update User Groups" procedure on page 6-5. That way, information in both the Cisco Unified MeetingPlace database and the SQL Server database are synchronized when you try to access groups.

What to Do if You Are Unable to Add Attachments or Invite People to a Meeting That Has Rolled

WebConnect does not support rolled attachments or rolled invitees. To add attachments or invitees to a meeting that has rolled, navigate to the web server that is connected to the scheduling Cisco Unified MeetingPlace Audio Server system and add the attachment or invitees from there.

What to Do if You Receive Warning Messages Related to WebConnect

Warning:[22894] No rollover map or rollover map empty for the user.

Warning:[22897] Operation is tried on the local site only.

If you see the preceding warning messages when you access the Cisco Unified MeetingPlace Web Conferencing home page, the user belongs to a group that does not have a rollover map. The WebConnect feature requires that you assign all users to a group and all groups to a rollover map (even if the rollover map has only one site). For rollover map configuration instructions, see the "To Configure a Rollover Map" procedure on page 6-8.

Resolving Error Messages Related to WebConnect

Error Message    Cannot log in to site X with hostname X.

If you see the preceding error message, do the following procedure.

To Troubleshoot a WebConnect Login Error Message


Step 1 From your Internet Services Manager, verify that the web server on that host is started.

Step 2 From your Windows Services control panel, verify that the Cisco MeetingPlace Web Conferencing Service on the host is started.


Error Message    The user does not exist.

If you see the preceding error message, verify that the user profile information—particularly user ID, password, user group, and meeting categories (if used)—exists on all the sites within the user rollover map. If you do not have Cisco Unified MeetingPlace Directory Services installed, see the "Importing User Profile and Group Information" section in the applicable Administration Guide for Cisco Unified MeetingPlace Audio Server for manual profile synchronization procedures. The guide is available at http://www.cisco.com/en/US/products/sw/ps5664/ps5669/prod_maintenance_guides_list.html. For further information, see your Cisco support representative.

About Security Warning Windows

Cisco Unified MeetingPlace Web Conferencing uses signed Java applets. Therefore, unless you previously accepted the Web Conferencing security certificate, two Security Warning windows appear when you attempt to join a web conference. This avoids problems with browsers that are running high-level security.

Internet Explorer users should click Always Trust Content from Cisco Systems, Inc. to check it, then click Yes when they receive Security Warning windows. This prevents the windows from appearing in the future.

Netscape users should click Remember This Decision to check it; then click Grant when they receive Java Security windows. This prevents the windows from appearing in the future.

See the following sections for additional details:

What Happens if You Do Not Accept the Security Warnings

How to Accept the Security Certificate After Initially Declining It

What to Do if You Receive a Secure Sockets Layer Security Warning

What to Do to Restrict Access Over Anonymous Connections

What Happens if You Do Not Accept the Security Warnings

If you choose not to accept the Security Warnings, you will not experience full Cisco Unified MeetingPlace Web Conferencing functionality.

Not accepting the first Security Warning pop-up disables the "Now Sharing" feature. Rather than displaying the name of the user who is currently sharing the presentation or application, it shows "None."

Not accepting the second Security Warning pop-up disables several additional features: the Cisco Unified MeetingPlace icon does not appear in the system tray, the Share menu does not work, the Application Sharing icon does not work, and an error pop-up window appears when trying to pull logs from the meeting console.

How to Accept the Security Certificate After Initially Declining It

If you decline the Cisco Systems, Inc. security certificate and later want to accept it, exit your browser and try to re-join the web conference. If the option to accept the security certificate does not appear:

Internet Explorer users: Go to Tools > Internet Options > Content > Certificates > Publishers and remove the Cisco Systems, Inc. certificate.

Netscape users: Go to Communicator > Tools > Security Info > Java/JavaScript and remove the Cisco Systems, Inc. certificate.

Both Netscape and Internet Explorer users: Exit out of your browser and rejoin the web conference.

What to Do if You Receive a Secure Sockets Layer Security Warning

Security Warning  Name does not match the certificate.

If you receive the preceding security warning when you attempt to attend a meeting, it is possible that you did not define this web server properly. Do the following procedure.

To Define the Web Server


Step 1 Sign in to Cisco Unified MeetingPlace Web Conferencing with your System Manager-level user ID and password, then click Admin > Web Server.

Step 2 From the bottom portion of the page, click the name of the web server you want to modify. Information about this server populates the top portion of the page.

Step 3 For Hostname, enter the Fully Qualified Domain Name (FQDN) of your web server. If this field contains just the hostname of your web server, change it to the FQDN, that is, hostname.domain.com. This value must match the value in the SSL certificate.

Step 4 Click Submit.


What to Do to Restrict Access Over Anonymous Connections

Cisco Unified MeetingPlace Web Conferencing has enterprise security built in, so no additional steps are required.

About Microsoft System Updates or Patches and the Cisco MCS

Do not apply operating system updates or patches directly from Microsoft on your Cisco MCS. Cisco qualifies such updates and patches for its applications and then makes them available to customers. Customers can sign up to be proactively notified of available updates through the following URL: http://www.cisco.com/warp/public/779/largeent/software_patch.html.

See the following sections for additional details:

Deleting Files in IIS

Avoiding the "File Download" Window When Using NetMeeting

What to Do if You Try to Access NetMeeting and Receive a Text File

What to Do if the NetMeeting Share Button is Disabled

What to Do if You Cannot Launch NetMeeting from Cisco Unified MeetingPlace Web Conferencing

What to Do if You Are Prompted For a Program Type When Using NetMeeting

Resolving NetMeeting Error Messages

Resolving Microsoft Internet Explorer Error Messages

What to Do if You Receive a Message That Java Applets Are Being Downloaded

Deleting Files in IIS

Deleting the default SMTP virtual server or the Administration website in IIS does not have any effect on Cisco Unified MeetingPlace Web Conferencing web pages.

Subfolders under wwwroot, such as images, _private, _vti_cnf, _vti_log, _vti_pvt, _vti_script and _vti_txt folders all come from Microsoft FrontPage. Deleting these subfolders can cause difficulty with Microsoft FrontPage when publishing to that server.

Parent Paths are enabled in the Default website, the MPWeb virtual directory and the cgi-bin virtual directory. Enabling Parent Paths allows anonymous users to use `..' to move from the current directory to the parent. Disable this function to prevent such users from traversing the directory tree.

Avoiding the "File Download" Window When Using NetMeeting

When joining a web conference by using NetMeeting, users might receive a window prompting them to either save a file to disk or open it from the current location. This file, known as a "speed dial" file (.cnf), is responsible for connecting users to the web conference.

We recommend that you configure your web browser to automatically open speed dial files so that you are not prompted with the File Download window. If you are prompted with the File Download window, complete the following procedure to prevent it from appearing in the future.

To Configure the Web Browser to Automatically Open Speed Dial Files


Step 1 From the File Download window, click Always Ask Before Opening This Type of File to uncheck it.

Step 2 Choose Open This File From the Current Location, and then click OK. NetMeeting then opens and connects you to the web conference.

If you choose to save the file to disk, double-click the file after it has been downloaded onto your system if you want to join the web conference.


Tip You can also configure your web browser in advance of joining a web conference so that the File Download window never appears. For more information, see the "To Configure Unknown File Types in Netscape" procedure on page 8-11 or the "To Configure Unknown File Types in Internet Explorer" procedure on page 8-12.



What to Do if You Try to Access NetMeeting and Receive a Text File

If you click Use NetMeeting and receive a text file instead of the NetMeeting window, it is possible that NetMeeting is not installed. If NetMeeting is not installed, download a free copy from the Microsoft website.

What to Do if the NetMeeting Share Button is Disabled

If you are using a Windows client and cannot share a document because the NetMeeting Share button is disabled, it is possible that you need to change the default configuration of your NetMeeting client. Some Windows operating systems ship with the sharing capabilities of NetMeeting turned off. Do the following procedure.

To Enable Sharing Capabilities in NetMeeting


Step 1 To turn on sharing capabilities, from the Tools menu in NetMeeting, choose Enable Sharing.

Step 2 When you finish, restart the system.


Program sharing might also not work if NetMeeting is installed in a directory where the path contains extended characters.

What to Do if You Cannot Launch NetMeeting from Cisco Unified MeetingPlace Web Conferencing

If you are attending a lecture-style meeting and find that the Use NetMeeting link is missing from the bottom of your meeting console, it is possible that you do not have the appropriate meeting console permissions to share documents in the meeting. In lecture-style meetings, only users with Presenter permissions can take control of any documents being shared by the host.

What to Do if You Are Prompted For a Program Type When Using NetMeeting

If you click the Use NetMeeting link and receive a window prompting you for the program to use, locate the NetMeeting application and click OK. If NetMeeting is not installed, download a free copy from the Microsoft website.

Resolving NetMeeting Error Messages

Error Message    The other person did not allow you to join the meeting.

If you click the Use NetMeeting link and receive the preceding message, you need to disable a security setting on NetMeeting 3.01. Do the following procedure.

To Disable a Security Setting on NetMeeting 3.01


Step 1 From NetMeeting, go to Tools > Options > Security.

Step 2 From the Security tab, uncheck the following boxes:

I prefer to receive secure incoming calls. Accept only secure calls when I'm not in a meeting.

I prefer to make secure outgoing call.


Error Message    There was a problem connecting to the directory server. You may not be 
connected to the network or the server may be busy.

If you receive the preceding message after attempting to join a NetMeeting conference, you need to reconfigure NetMeeting not to log on to a directory server at startup. Do the following procedure.

This message does not affect your ability to join a web conference.

To Reconfigure NetMeeting Not to Log On to a Directory Server at Startup


Step 1 From the NetMeeting Tools menu, choose Options.

Step 2 From the Options window, under Directory Settings, make sure the following boxes are unchecked:

Log on to the directory server when NetMeeting starts

Refresh directory listing when NetMeeting starts


Resolving Microsoft Internet Explorer Error Messages

Error Message    Internet Explorer Script Error: Object does not support this property 
or method.

If you see the preceding error message when navigating through links on Cisco Unified MeetingPlace Web Conferencing, but experience no loss in functionality when you click OK, it is possible that you require a newer version of Internet Explorer.

To resolve this problem, upgrade your browser to a newer version. (For a list of supported web browsers, see the System Requirements for Cisco Unified MeetingPlace, at http://www.cisco.com/en/US/products/sw/ps5664/ps5669/prod_installation_guides_list.html.)

Alternatively, from browser Tools menu, choose Internet Options > Advanced, then uncheck the Disable Script Debugging option.

Error Message    Internet Explorer cannot open the Internet site 
javascript:top.GetPast[]. The protocol specified in this address is not valid. 
Make sure the address is correct, and try again. 

If you see the preceding error message when using Cisco Unified MeetingPlace Web Conferencing, you most likely clicked a link and unknowingly dragged and dropped it to another location. The scripts on Web Conferencing do not support the drag-and-drop capability present on most browsers.

Error Message    Access to the specified device, path, or file is denied.

If you see the preceding error message when trying to join a web conference, it is possible that Internet Explorer and Netscape are both installed and that the speed dial plug-in was removed from your Netscape browser. Removing this plug-in deletes the speed dial setting from your system registry, which prevents Internet Explorer from accessing the web server.

The simplest way to resolve this problem is to reinstall NetMeeting, which places the correct settings back in to the registry.

Warning Message  An ActiveX control on this page is not safe. Your current security settings prohibit running unsafe controls on this page. As a result, this page may not display as intended.

If you see the preceding warning message when you attempt to join a web conference, check for the following circumstances:

ScriptActiveX controls marked safe for scripting is disabled. To change this, go to Internet Options > Security > Custom Level. Set the "ScriptActiveX controls marked safe for scripting" option to Enable or Prompt.

JVM is corrupt. In this case, reinstall the JVM.

What to Do if You Receive a Message That Java Applets Are Being Downloaded

If you receive a pop-up message stating that Java applets are being downloaded when you attempt to join a web conference, do the following procedure.

To Troubleshoot Java Applet Error Messages


Step 1 Close your browser, then go to your C:\Temp directory.

Step 2 Delete the Cisco MeetingPlace folder and rejoin the web conference.


Problems with Java in Microsoft Internet Explorer

Cisco Unified MeetingPlace Web Conferencing requires specific versions of Microsoft JVM or Sun JRE. For a list of supported Java-enabled browsers, see the System Requirements for Cisco Unified MeetingPlace, at http://www.cisco.com/en/US/products/sw/ps5664/ps5669/prod_installation_guides_list.html.

To check the version of a JVM from Internet Explorer, use the Java Console or type jview from a DOS prompt. If your JVM version does not meet the requirements for your version of Internet Explorer, complete a Windows Update from www.windowsupdate.com.

For information about the Javaless client, see the "About the Javaless Client" section on page 8-14.

To check the Java version, do one of the following procedures, as applicable:

To Check the Java Version From the Java Console

To Check the Java Version From a DOS Prompt

To Check the Java Version From the Java Console


Step 1 From your web browser, go to View > Java Console.

Step 2 When the Java Console opens, look for the version number of Java in the first line of text.

Step 3 If the Java Console is not enabled, go to Tools > Internet Options > Advanced. Under the Microsoft VM settings, choose Java Console Enabled, then restart your browser.


To Check the Java Version From a DOS Prompt


Step 1 From the system of the user, go to a DOS prompt, enter jview, and then press Enter.

Step 2 When the Java information is displayed, look for the version number in the first line of text.


Problems with Java in Netscape

There are two ways to check a system's Java plug-in in Netscape: from the Tasks menu or from the Help menu. Do one of the following procedures, as applicable:

To Check a Java Plug-in From the Tasks Menu

To Check a Java Plug-in From the Help Menu

To Check a Java Plug-in From the Tasks Menu


Step 1 From Netscape, go to Tasks > Tools > Java Console. The Java Console displays.

Step 2 If the Java Console is dimmed, you do not have the necessary Java code to run Cisco Unified MeetingPlace Web Conferencing.


To Check a Java Plug-in From the Help Menu


Step 1 From Netscape, go to Help > About Plug-ins. Scroll through the list.

Step 2 If you do not see a list of Java Plug-in entries, then you do not have the necessary Java code to run Cisco Unified MeetingPlace Web Conferencing.