Installation and Upgrade Guide for Cisco Unified MeetingPlace Web Conferencing Release 5.4
Troubleshooting the Web Conferencing Installation
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Troubleshooting the Web Conferencing Installation

Table Of Contents

Troubleshooting the Web Conferencing Installation

Installation Problems

What to Do First

Checking That the Cisco MCS Operating System Version Meets the Requirement

Obtaining Additional Assistance

Server Connection Problems

Resolving HTTP Connection Problems

Resolving HTTPS Connection Problems


Troubleshooting the Web Conferencing Installation


This chapter describes how to troubleshoot common problems that can occur while installing Cisco Unified MeetingPlace Web Conferencing.

This chapter contains the following sections:

Installation Problems

Server Connection Problems

Installation Problems

This section contains the following information:

What to Do First

Checking That the Cisco MCS Operating System Version Meets the Requirement

Obtaining Additional Assistance

What to Do First

If the web server is not working properly, try the following troubleshooting tasks:

1. Reboot the Cisco Unified MeetingPlace Web Conferencing services:

a. From the Windows Start menu, choose Settings > Control Panel > Administrative Tools > Services.

b. Right-click Cisco MeetingPlace Web Conferencing and choose Start.

c. If you stopped any other gateway services, reboot them by right-clicking the service and choosing Start.

d. Close the Services control panel.

2. If the server is still not working properly, reboot the server.

3. If the server is still not working properly, run the Cisco Unified MeetingPlace Web Conferencing installer again in Repair mode.

4. If the server is still not working properly, collect the following installation logs and contact your Cisco support representative:

mpwebstp.log

mpwebstp-jvm.log

mpwebstp-sql.log

mpwebstp-sqlsp3.log

Web Conferencing installation logs are in the C:\Winnt directory.

Checking That the Cisco MCS Operating System Version Meets the Requirement

You must have the required operating system version installed on a Cisco MCS before attempting to install Cisco Unified MeetingPlace Web Conferencing. Refer to System Requirements for Cisco Unified MeetingPlace Release 5.4 at http://www.cisco.com/en/US/products/sw/ps5664/ps5669/prod_installation_guides_list.html.

To Check That the Cisco MCS Operating System Version Meets the Requirement


Step 1 From the Windows Start menu, choose Settings, then double-click Control Panel.

Step 2 From the Help menu, choose About Windows and verify the operating system version.

Step 3 Click OK.


Obtaining Additional Assistance

If there is a problem with a Windows service or the web server loses its connection, go to the drive:\Program Files\Cisco Systems\MPWeb\datasvc directory and run Dcdiags.bat as soon as possible to generate a server log. All diagnostic information is stored in the Cisco Systems\MPWeb\Diagnostics directory.

Zip these files and send them to your Cisco support representative for additional assistance.

Server Connection Problems

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 end users to connect to this web server.

Connection problems are most likely caused by firewall-related configurations.

This section contains the following information:

Resolving HTTP Connection Problems

Resolving HTTPS Connection Problems

Resolving HTTP Connection Problems

The following procedure uses hostname.domain.com as an example. Replace hostname.domain.com with your web server's actual FQDN.

To Resolve HTTP Connection Problems


Step 1 From the web server, use a web browser to connect to http://hostname.domain.com.

Step 2 If you receive an error message, add the following line to the C:\WINNT\System32\drivers\etc\hosts file:

127.0.0.1 hostname.domain.com

Step 3 Try to connect to http://hostname.domain.com again.


Resolving HTTPS Connection Problems

Do the procedure in this section if the web server allows only HTTPS traffic.

The procedure uses hostname.domain.com as an example. Replace hostname.domain.com with your web server's actual FQDN.

To Resolve HTTPS Connection Problems


Step 1 From the web server, use a web browser to connect to https://hostname.domain.com.

Step 2 If any security warning dialog boxes appear, configure SSL not to show the dialog boxes. For detailed information, see Microsoft Knowledge Base Articles 813618 and 257873 on the Microsoft website.