Installation and Upgrade Guide for Cisco Unified MeetingPlace Web Conferencing Release 6.x
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

Meeting Room 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

Meeting Room 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. Restart 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, check the debug log for a possible time zone/daylight savings setting problem. Perform the "To Check For a Time Zone/Daylight Savings Time Conflict" procedure.

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

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

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

mpwebstp.log

mpwebstp-sql.log

mpwebstp-sql2ksp4.log

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

To Check For a Time Zone/Daylight Savings Time Conflict


Step 1 In Windows Explorer, browse to the <drive>:Program Files\Cisco Systems\MPWeb\WebConf\logs\support directory.

Step 2 Open the debug.log file.

Step 3 Look for a pair of messages similar to the following:

brze (d) <status code="invalid"><invalid field="time-zone-id" type="id" 
subcode="missing"/></status>
brze (d) com.macromedia.airspeed.StatusException$Invalid$Missing: <status 
code="invalid"><invalid field="time-zone-id" type="id" subcode="missing"/></status>

Step 4 If you see these messages, open the Date and Time Properties window by double-clicking the system time in the Windows menu bar. If all of the areas in your time zone regularly observe daylight savings time, you may need to check Automatically Adjust Clock for Daylight Saving Changes.

Step 5 If you made changes to the date and time properties, restart the Cisco Unified MeetingPlace Web Conferencing services:

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

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

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

h. Close the Services control panel.


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 6.0 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, click Cisco OS Version. The MCS Version Utility opens.

Step 2 In the OS Image field, verify the operating system version.

Step 3 Click OK to close the MCS Version Utility.


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.

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.


Meeting Room Connection Problems

If users are not able to access the full meeting room after upgrading the Audio Server from a previous release, it is possible that the Full Web Conferencing Ports setting on the Audio Server is incorrect. Perform the following procedure to configure the Full Web Conferencing Ports setting to match the number of web conferencing licenses available on your Audio Server.

To Configure the Full Web Conferencing Ports Setting


Step 1 Start MeetingTime and log in to the Cisco Unified MeetingPlace Audio Server.

Step 2 Click Administration > Configure.

Step 3 Click Server Configuration, then click Query.

Step 4 Click the value for Full Web Conferencing Ports and enter the number of web conferencing licenses purchased.

Step 5 Click OK.

Step 6 Click Save Changes.