Configuration and Maintenance Guide for MeetingPlace 7.1
Troubleshooting User Access Issues
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Troubleshooting User Access Issues for Cisco Unified MeetingPlace

Table Of Contents

Troubleshooting User Access Issues for Cisco Unified MeetingPlace

User Cannot Log In

User Cannot Join a Meeting

Additional References for Troubleshooting User Access Issues


Troubleshooting User Access Issues for Cisco Unified MeetingPlace


Release 7.1
Revised: April 3, 2011 8:31 pm

Additional References for Troubleshooting User Access Issues

User Cannot Log In

User Cannot Join a Meeting

Additional References for Troubleshooting User Access Issues

Problem   Directory Service user cannot log in to Cisco Unified MeetingPlace.

Solution   If all Directory Service users cannot log in, then check the AXL configuration settings on the Directory Service Configuration Page. Specifically, make sure:

The value in the AXL URL field is correct and contains no empty spaces.

The entries for the AXL username and AXL password fields are correct.

Solution   If one or some Directory Service users cannot log in, then check the Cisco Unified MeetingPlace log in the following location: /opt/cisco/meetingplace/web/logs/userweb.out.

There are two reasons a Directory Service user might not be able to log in:

The user does not exist in Cisco Unified MeetingPlace. Check the log for messages similar to "User <user_name> does not exist in the local database."

The user exists in Cisco Unified MeetingPlace but entered the wrong LDAP password. Check the log for messages similar to "addFailedloginAttemptforUser(String username=<user_name>)."

Solution   Obtain the system information capture log, and send it to Cisco TAC.

Related Topics

Configuring Cisco Unified MeetingPlace Directory Service

Obtaining and Viewing the System Information Capture (Infocap) Log

How to Resolve Authentication Problems

User Cannot Log In

Problem   An end user cannot log in to Cisco Unified MeetingPlace.

Possible Cause    The user profile is inactive or locked, perhaps due to too many failed login attempts.

Solution   For a locally authenticated user, set the User status field in the user profile to Active.

Solution   For an externally authenticated (Directory Service) user, make sure that the user account is active in the Device Used to Authenticate the Directory Service User field.

Possible Cause    The password has expired for the externally authenticated (Directory Service) user, whose passwords are stored and maintained on the external authenticating device instead of in the Cisco Unified MeetingPlace database.

Solution   Reset the expired password(s) on the Device Used to Authenticate the Directory Service User field.

Possible Cause    The password has expired for the locally authenticated user. The passwords expire after the amount of time specified by the following fields on the Usage Configuration Page:

Change user password (days) for logging in from a workstation

Change profile password (days) for logging in over the phone

Solution   Reset the expired password(s) by changing the following fields in the user profile:

User password and User password confirm for logging in from a workstation

Profile password and Profile password confirm for logging in over the phone

Possible Cause    The end user does not exist in the user database. See "Searching for a Specific User Profile" in the Configuring User Profiles and User Groups for Cisco Unified MeetingPlace module.

Solution   Add the end user to the user database. See "Methods for Adding User Profiles" in the Configuring User Profiles and User Groups for Cisco Unified MeetingPlace module.

Possible Cause    The end user did not enter the correct User ID, User password, Profile number, or Profile password.


Note The User password is case-sensitive.


Solution   If the user cannot remember the login information, then view the user profile to determine the correct User ID and Profile number. If necessary, reset the User password and Profile password for the user.

Related Topics

Editing a User Profile in the Configuring User Profiles and User Groups for Cisco Unified MeetingPlace module

External AXL Authentication for Directory Service Users in the Configuring Cisco Unified MeetingPlace Directory Service module

How to Resolve Log In Problems in the User Guide for Cisco Unified MeetingPlace

How to Resolve Authentication Problems

Additional References for Troubleshooting User Access Issues

User Cannot Join a Meeting

Problem   An end user can log in to Cisco Unified MeetingPlace but cannot join a meeting.

Possible Cause    The user entered an invalid meeting ID.

Solution   Have the user verify and enter the correct meeting ID.

Possible Cause    The meeting is scheduled to begin at a different time.

Solution   Have the user verify and join the meeting at the correct time.

Possible Cause    The meeting requires a password. To check, go to the Meeting Details page in the end-user web interface.

Solution   Make sure that the user has the correct password.

Possible Cause    This meeting is only for users with Cisco Unified MeetingPlace profiles. To check, go to the Meeting Details page in the end-user web interface.

Solution   Add a user profile for the user.

Possible Cause    The meeting has reached the configured maximum number of ports per meeting.

Solution   Configure higher numbers for the following fields on the Meeting Configuration Page:

Maximum ports per reservationless meeting

Maximum ports per scheduled meeting

Possible Cause    (Microsoft Outlook integration only) The user was invited as part of an e-mail distribution list. Because Cisco Unified MeetingPlace for Microsoft Outlook does not expand distribution lists, the individual users on the distribution list are not added to the meeting.

Solution   (Microsoft Outlook integration only) Instruct your users to do one of the following when scheduling meetings:

Expand distribution lists before sending invitations.

Instead of inviting distribution lists, invite the individual users.

Possible Cause    There are not enough available ports for the meeting.

Solution   The user needs to wait until a port becomes available.

Problem   Problem: If you are using Internet Explorer or Firefox and your Cisco Unified MeetingPlace system has SSL enabled, you may encounter problems with the web conferencing meeting room not opening.

Possible Cause    Possible Cause: The Internet Explorer browser's Advanced Settings has the option "Check for server certificate revocation" checked and the certificate revocation list that it returned contains obsolete date. That is, the current date is not within the start and end date that the certificate revocation list states as its valid dates. Note that this Internet Explorer setting affects Firefox too.

Solution   Solution: Uncheck the option "Check for server certificate revocation", restart Internet Explorer (or Firefox) and try joining your meeting again.

Related Topics

"How to Resolve Join Meeting Problems" section in the User Guide for Cisco Unified MeetingPlace

Planning the Capacity of your Cisco Unified MeetingPlace System module in the Planning Guide for Cisco Unified MeetingPlace

Additional References for Troubleshooting User Access Issues

Topic
Documentation

User authentication options and when each is used

User Authentication for Cisco Unified MeetingPlace

Troubleshooting end-user issues

""Troubleshooting and Getting Help in Cisco Unified MeetingPlace" " in the User Guide for Cisco Unified MeetingPlace

Troubleshooting external authentication for Cisco Unified MeetingPlace Web Conferencing (LDAP and Windows authentication)

How to Resolve Authentication Problems