Configuration and Maintenance Guide for MeetingPlace 7.1
Troubleshooting Integration with Cisco WebEx
Downloads: This chapterpdf (PDF - 167.0KB) The complete bookPDF (PDF - 5.46MB) | Feedback

Troubleshooting Cisco Unified MeetingPlace Integration with Cisco WebEx

Table Of Contents

Troubleshooting Cisco Unified MeetingPlace Integration with Cisco WebEx

Where to Find Cisco WebEx Documentation

How to Resolve Problems with the Telephony (TSP) Connection

Checking the Telephony (TSP) Connection Status

Cisco WebEx Telephony (TSP) Connection is Down

How to Resolve End-User Problems

User Not Redirected to Cisco WebEx Site After Login

Users Receive Extra E-Mail Notifications from Cisco WebEx

Users See "Error Scheduling Meeting" While Joining Meetings

Users Cannot Dial Out From Cisco WebEx Web Meeting

Cisco WebEx Web Meeting Phone Control Features Do Not Work

Cisco WebEx Web Meeting Does Not Correctly Display Speaker or User Status

User Cannot Log In or Join Cisco WebEx Meetings

Reconnecting to a Cisco WebEx Meeting

How to Resolve System Administrator Login Problems

System Administrator Cannot Log In to Cisco WebEx Site Administration

How to Resolve Recording Problems for Cisco WebEx Web Meetings

Recordings for External Cisco WebEx Meetings Do Not Work

Cannot Record Any Cisco WebEx Meetings

A User Cannot Start Recording a Cisco WebEx Meeting

WebEx Meeting Manager: Options for Starting the Meeting Recording are Grayed Out

WebEx Recorder Setup: Cisco WebEx User is Asked Where to Record Meeting

WebEx Recorder Setup: Only the "Do Not Record a Teleconference" Option is Available

Cisco WebEx Meeting Recordings Contain Music and Voice Prompts

Cannot Find Cisco WebEx Meeting Recordings

Additional References for Troubleshooting Cisco Unified MeetingPlace Integration with Cisco WebEx


Troubleshooting Cisco Unified MeetingPlace Integration with Cisco WebEx


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

Where to Find Cisco WebEx Documentation

How to Resolve Problems with the Telephony (TSP) Connection

How to Resolve End-User Problems

How to Resolve System Administrator Login Problems

How to Resolve Recording Problems for Cisco WebEx Web Meetings

Additional References for Troubleshooting Cisco Unified MeetingPlace Integration with Cisco WebEx

Where to Find Cisco WebEx Documentation

You can find Cisco WebEx documentation for both system administrators and end-users on your WebEx site.

Before You Begin

You must have administrator privileges to access the administrator documentation.

Procedure


Step 1 Log in to your WebEx site.

Step 2 Select the appropriate WebEx Center, such as Meeting Center or Sales Center, from the tabs on the top of the page.

Step 3 On the left navigation bar, select Support > User Guides.


How to Resolve Problems with the Telephony (TSP) Connection

Checking the Telephony (TSP) Connection Status

Cisco WebEx Telephony (TSP) Connection is Down

Checking the Telephony (TSP) Connection Status

Procedure


Step 1 Log in to the Administration Center.

Step 2 Check that the Cisco WebEx Adapter is running.

a. Click Services > System Status.

b. Click View Status.

c. See if the following text appears in the output:

MeetingPlace CiscoWebEx Adaptor is running...

Step 3 If the system status output does not include the previous text, then restart the Cisco WebEx Adapter.


Caution Completing these steps will cause the system to drop all Cisco WebEx meetings that are in session.

a. Log in to the Cisco Unified MeetingPlace Administration Center.

b. Click System Configuration > Cisco WebEx Configuration > Cisco WebEx Site and Server.

c. Click Restart Cisco WebEx Adapter.

Step 4 View the system log messages regarding the Cisco WebEx telephony (TSP) connection.

a. Click Services > Logs > View System Logs.

b. Set the fields as follows:

Severity levelinformation.

Start date and End date—Include the day when the issue occurred, and check the check boxes.

Module0, and check the check box.

Unit0, and check the check box.

c. Click View Logs.

d. Check the output for messages indicating that the connections to primary, secondary, or both TSP servers were established or lost.


Related Topics

How to Resolve Problems with the Telephony (TSP) Connection

Cisco WebEx Telephony (TSP) Connection is Down

Problem   Cisco WebEx telephony connection is down. To verify, check the telephony status.

Possible Cause    The telephony connection is lost because the time difference between the Cisco Unified MeetingPlace and Cisco WebEx is greater than three minutes.

Solution   Make sure that you configure the Cisco Unified MeetingPlace Application Server to use Network Time Protocol (NTP). You typically configure NTP during the installation of Cisco Unified MeetingPlace. After installation, you can use the net command to configure NTP.

Solution   As a temporary workaround, you can use the date command to manually set the time of the Cisco Unified MeetingPlace Application Server to match the Cisco WebEx authentication server time.

Possible Cause    The Cisco WebEx certificate expired, or a new certificate was created but not yet uploaded.

Solution   Create and upload a new Cisco WebEx certificate.

Possible Cause    The Cisco WebEx TSP adapter hostname was not configured to match the Cisco Unified MeetingPlace Application Server hostname.

Solution   Ask your WebEx Customer Success Manager to verify the Cisco WebEx TSP adapter hostname configuration.

Related Topics

Checking the Telephony (TSP) Connection Status

Creating and Uploading the Cisco WebEx Certificate in the Integrating Cisco Unified MeetingPlace with Cisco WebEx module

How to Resolve End-User Problems

User Not Redirected to Cisco WebEx Site After Login

Users Receive Extra E-Mail Notifications from Cisco WebEx

Users See "Error Scheduling Meeting" While Joining Meetings

Users Cannot Dial Out From Cisco WebEx Web Meeting

Cisco WebEx Web Meeting Phone Control Features Do Not Work

Cisco WebEx Web Meeting Does Not Correctly Display Speaker or User Status

User Cannot Log In or Join Cisco WebEx Meetings

Reconnecting to a Cisco WebEx Meeting


Note Also see the "How to Resolve Recording Problems for Cisco WebEx Web Meetings" section.


User Not Redirected to Cisco WebEx Site After Login


Note This topic applies only to About Cisco WebEx Integration Option 2.


Problem   After the user logs in through the Cisco Unified MeetingPlace Application Server, the web browser does not automatically go to the Cisco WebEx site.

Solution   Make sure that the user profile meets the following requirements:

The user profile must contain a First name and Last name.

The user profile must contain an E-mail address that is:

64 characters or less

Unique among user e-mail addresses on the Cisco WebEx site.

The Main phone number and Alternate phone number fields must be 30 characters or less.

Users Receive Extra E-Mail Notifications from Cisco WebEx


Note This topic applies only to About Cisco WebEx Integration Option 1.


Problem   Users receive e-mail notifications from both Cisco Unified MeetingPlace and Cisco WebEx.

Solution   In the Cisco WebEx Site Administration Site Settings, make sure that you set Meeting email reminders to Off.

Related Topics

Configuring Site Settings in the Cisco WebEx Site Administration in the Integrating Cisco Unified MeetingPlace with Cisco WebEx module

Users See "Error Scheduling Meeting" While Joining Meetings

Problem   Users see the following error message while trying to join a meeting: "Error scheduling meeting."

Solution   Make sure that you uncheck the following check boxes in the Cisco WebEx Site Settings:

All meetings must have a password

Require strict passwords for meetings

Related Topics

Configuring Site Settings in the Cisco WebEx Site Administration in the Integrating Cisco Unified MeetingPlace with Cisco WebEx module

Users Cannot Dial Out From Cisco WebEx Web Meeting

Problem   Users cannot dial out from the Cisco WebEx web meeting. When they try to do so, the following message appears: "There was an error attempting to communicate with the telephony bridge." Instructions for dialing in to the voice meeting also appear.

Possible Cause    The telephony connection was lost because the time difference between the Cisco Unified MeetingPlace Application Server and the Cisco WebEx authentication server was greater than three minutes; this causes authentication to fail between Cisco Unified MeetingPlace and Cisco WebEx.

Solution   Make sure that you configure the Cisco Unified MeetingPlace Application Server to use Network Time Protocol (NTP). You typically configure NTP during the installation of Cisco Unified MeetingPlace. After installation, you can use the net command to configure NTP.

Solution   As a temporary workaround, you can use the date command to manually set the time of the Cisco Unified MeetingPlace Application Server to match the Cisco WebEx authentication server time.

Solution   As a temporary workaround, users can follow the displayed instructions to dial in to the meeting, but note that the web meeting room does not associate the audio events of dial-in users with the web meeting participant names.

Possible Cause    Your Cisco WebEx account is not configured to support dial-out calls.

Solution   Contact your WebEx Customer Success Manager to make sure that the following are checked in your Cisco WebEx account:

Call-in teleconferencing

Call-back teleconferencing

Global call-back teleconferencing

Other teleconference service

Cisco WebEx Web Meeting Phone Control Features Do Not Work

Problem   The following options in the Cisco WebEx web meeting do not work:

Mute and unmute

Lock and unlock the audio conference

Invite by phone

Possible Cause    The telephony connection between Cisco Unified MeetingPlace and Cisco WebEx was lost. To verify, check the telephony connection status.

Solution   Try the solutions provided for when the telephony connection is down.

Related Topics

Checking the Telephony (TSP) Connection Status

Cisco WebEx Telephony (TSP) Connection is Down

Cisco WebEx Web Meeting Does Not Correctly Display Speaker or User Status

Problem   The Cisco WebEx web meeting does not correctly display who is speaking or when users join the audio conference.

Possible Cause    The telephony connection between Cisco Unified MeetingPlace and Cisco WebEx was lost. To verify, check the telephony connection status.

Solution   Try the solutions provided for when the telephony connection is down.

Related Topics

Checking the Telephony (TSP) Connection Status

Cisco WebEx Telephony (TSP) Connection is Down

User Cannot Log In or Join Cisco WebEx Meetings

Problem   A user cannot log in to the Cisco WebEx site or join Cisco WebEx web meetings.

Possible Cause    The user profile uses the same e-mail address as that of a deactivated Cisco WebEx user. This can occur if an employee leaves and then rejoins the organization, or if an old unused e-mail address is reused by a new employee.

E-mail addresses must be unique on the Cisco WebEx site, even among deactivated users. When the user attempts to log in or join a Cisco WebEx meeting, the e-mail address is considered to be in use.

Solution   Manually activate and update the Cisco WebEx user profile, making sure that the username and e-mail address match the User ID and E-mail address, respectively, in the corresponding Cisco Unified MeetingPlace user profile. Then have the user schedule and join a Cisco WebEx meeting, which will cause all the other user profile settings to synchronize automatically.

Problem   A user cannot log in to the Cisco WebEx site and sees an error that says "SSO protocol error (1)".

Possible Cause    The URL for the default Cisco WebEx target page is not configured properly.

Solution   Follow these steps:

1. Log in to the Cisco WebEx site administration area.

2. Select SSO Configuration from the menu on the right.

3. Enter a value for the "Default WebEx Target page URL" such as http://<your site>.webex.com.

4. Click Update.

Reconnecting to a Cisco WebEx Meeting

Problem   My Cisco WebEx meeting disconnected. How do I reconnect to the same meeting?

Solution   Cisco WebEx is configured to automatically reconnect whenever you are disconnected from your meeting. If the reconnect fails, do the following:

1. Close the Cisco WebEx browser window.

2. Go to the Cisco Unified MeetingPlace Current Meeting page (which should already be open) and make sure that Join the web conference is checked.

3. Click Connect to rejoin the same meeting.

How to Resolve System Administrator Login Problems

System Administrator Cannot Log In to Cisco WebEx Site Administration

System Administrator Cannot Log In to Cisco WebEx Site Administration

Problem   A Cisco Unified MeetingPlace system administrator cannot log in to the Cisco WebEx Site Administration.

For example, if the system administrator logs in to the Cisco Unified MeetingPlace Administration Center and clicks one of the Cisco WebEx Site Administration URL links, a "user account update failed" or a "user privilege update failed" error may appear.

Possible Cause    The Type of user field in the Cisco Unified MeetingPlace user profile was previously set to End user. After logging in to Cisco WebEx as an end user, the Type of user field was changed to System administrator.

Solution   An existing Cisco WebEx site administrator must log in to the Cisco WebEx Site Administration and manually change the Account Type of the user to "site administrator."

How to Resolve Recording Problems for Cisco WebEx Web Meetings

Recordings for External Cisco WebEx Meetings Do Not Work

Cannot Record Any Cisco WebEx Meetings

A User Cannot Start Recording a Cisco WebEx Meeting

WebEx Meeting Manager: Options for Starting the Meeting Recording are Grayed Out

WebEx Recorder Setup: Cisco WebEx User is Asked Where to Record Meeting

WebEx Recorder Setup: Only the "Do Not Record a Teleconference" Option is Available

Cisco WebEx Meeting Recordings Contain Music and Voice Prompts

Cannot Find Cisco WebEx Meeting Recordings

Recordings for External Cisco WebEx Meetings Do Not Work

Possible Cause    The PIN used by Cisco WebEx to log in to Cisco Unified MeetingPlace meetings for the purpose of recording the meeting has expired. PINs for all Cisco Unified MeetingPlace user accounts expire after 6 months. There is no way to change a user account (even an automated user like "recorder") to not have a PIN that expires.

Solution   Reset the PIN after it expires by completing the following procedure:

1. Sign in to Cisco Unified MeetingPlace as profiled user 0002 (with user name "recorder").

The system prompts you to change your PIN.

2. Change your PIN to something like 87654321.

3. Use the Change Profile Settings menu to change the PIN back to 12345678.

4. Verify that you can log in to user 0002's account by phone with PIN 12345678.

Recording for external meetings should now work.

Cannot Record Any Cisco WebEx Meetings

Problem   Cannot initiate meeting recordings from any Cisco WebEx web meeting that uses Cisco Unified MeetingPlace audio conferencing.

Solution   Reset the Profile number and Profile password of the Recorder Profile.


Step 1 Schedule a test meeting, specifying Cisco WebEx as the web conference provider.

Step 2 Join the web meeting.

Step 3 Click the Info tab in the WebEx Meeting Manager window.

Step 4 Write down the Cisco Unified MeetingPlace meeting ID.

Step 5 Log in to the Cisco Unified MeetingPlace CLI.

Step 6 Enter the following command to troubleshoot calls in real time:

eventlog -t

Step 7 From the web meeting, start the meeting recording.

Step 8 Look for the meeting ID in the log output to see if the following occurs:

Cisco Unified MeetingPlace receives a call from the Cisco WebEx NBR.

Cisco WebEx NBR joins the Cisco Unified MeetingPlace audio conference.

If these do not occur, then open a case with Cisco WebEx.


Related Topics

Using the Command-Line Interface (CLI) in Cisco Unified MeetingPlace module

A User Cannot Start Recording a Cisco WebEx Meeting

Problem   Cannot start the Cisco WebEx recorder.

Possible Cause    Insufficient storage space. Check your current storage usage at My WebEx > My Files > My Recording.

Solution   If storage is nearing the limit, either delete unwanted recording files or request additional storage space.

WebEx Meeting Manager: Options for Starting the Meeting Recording are Grayed Out

Problem   The Record this meeting link and the Meeting > Start Recording option are grayed out in the WebEx Meeting Manager window.

Solution   Only the host can initiate the Cisco WebEx Network-Based Recording. The current host must initiate the meeting recording or pass the host role to the meeting participant who wants to record the meeting.

Solution   Contact your WebEx Customer Success Manager for further assistance. The Cisco WebEx site hosting the meeting may not be configured to enable Network-Based Recording.

WebEx Recorder Setup: Cisco WebEx User is Asked Where to Record Meeting

Problem   When a user tries to start recording a meeting, the WebEx Recorder Setup window displays "Where do you want to record this meeting?"

Solution   Network-Based Recording is not the default recorder. When you click Record Meeting from the Cisco WebEx meeting room, make sure that you select Use network-based recording service and check Set as default setting.

WebEx Recorder Setup: Only the "Do Not Record a Teleconference" Option is Available

Problem   When a user tries to start recording a meeting, the WebEx Recorder Setup window offers only one option: "Do not record a teleconference." All other options are grayed out.

Solution   Contact your WebEx Customer Success Manager for further assistance. The Cisco WebEx site hosting the meeting may not be configured to enable Network-Based Recording.

Cisco WebEx Meeting Recordings Contain Music and Voice Prompts

Problem   Cisco WebEx meeting recordings contain waiting room music, voice prompts, and user attendance and departure announcements.

Solution   This is expected behavior. Cisco WebEx NBR does not discriminate what audio it records. Waiting room music will be recorded if Cisco WebEx NBR is the first to join a Cisco Unified MeetingPlace voice meeting or joins before the organizer does.

Cannot Find Cisco WebEx Meeting Recordings

Problem   Cannot find the recorded meeting files.

Solution   Only the meeting owner (host) can access Cisco WebEx meeting recordings, which are accessible from the Cisco WebEx site at My WebEx > Meeting Center > Host a Meeting > My Recorded Meetings.

If other users want to access the meeting recordings, the host must provide either a streaming playback hyperlink or the .arf file for local playback using the Cisco WebEx Network-Based Recording player.

Additional References for Troubleshooting Cisco Unified MeetingPlace Integration with Cisco WebEx

Topic
Documentation

Troubleshooting end-user issues

User Guide for Cisco Unified MeetingPlace at http://www.cisco.com/en/US/products/sw/ps5664/ps5669/products_user_guide_list.html

Configuring Cisco WebEx integration

Integrating Cisco Unified MeetingPlace with Cisco WebEx module

Troubleshooting issues with Cisco Unified MeetingPlace Web Conferencing

Troubleshooting Cisco Unified MeetingPlace Web Conferencing module