Configuration and Maintenance Guide for MeetingPlace 7.1
Troubleshooting Web Conferencing
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Troubleshooting Cisco Unified MeetingPlace Web Conferencing

Table Of Contents

Troubleshooting Cisco Unified MeetingPlace Web Conferencing

How to Resolve Test Server Configuration Problems

Error Messages

How to Resolve Authentication Problems

LDAP Authentication Problem

Windows Authentication Problem

Adding a URL String to Internet Explorer's Trusted Zone

Modifying Internet Explorer's Internet Zone to Automatically Pass Windows Credentials

How to Resolve Failed Server Issues

Web Server Fails During a Conference

All Web Servers in a Load Balancing Cluster Have Failed

External Users are Disconnected from a Web Conference

Error Message: Read Failure in Named Pipe in Audio Service

Web Conferencing Does Not Start After Moving Time on the Web Server

Time is Not Synchronized Between the Web Server and the Application Server

Cannot Start Cisco Unified MeetingPlace Web Conferencing Services

Server Crashes When the Shared Storage Location is Interrupted

How to Resolve Problems With Disk Space

Error Message: Operation Failed

How to Resolve Problems During a Meeting

A Few Users Are Dropped From a Meeting

All Users Are Dropped From a Meeting

Users Continue to Get Dropped From a Meeting

How to Resolve Problems When Joining a Meeting

No One Can Join

Some Users Cannot Join the Meeting

Cannot Join Due to MPAgent Problem

Cannot Join Due to Session Problems

Problems Dialing Out from the Meeting Console

How to Resolve Problems When Finding a Meeting

Template Cannot Be Found

How to Resolve Problems With Attachments and Recordings

No Recording Space Available

Recording Files Not Appearing on the Web

Scheduling a Test Meeting to Check the Audio Conversion Process

Tinny Buzz on WMA Recordings

Web Recording is Silent

Audio and Video Playback Not Synchronized

Cannot Access Attachments From the External Web Server

Cannot Attach Files Larger than 10KB to the Web Meeting Room

Error: Access is Denied

Problems Accessing Meeting Recordings When Using Shared Storage

Disabling ACL Authorization at the Server Level

Disabling ACL Authorization at the Plug-In Level

Cannot Play Windows Media Recordings or Attachments

Troubleshooting Problems with Recordings in Windows Media Format

Recordings Stuck in "Processing Now" State

How to Resolve Problems With Secure Sockets Layer

Security Warnings

How to Resolve Web Server Time Synchronization Problems

How to Resolve Web Server Configuration Problems

Database Command in Online Administrative Interface Does Not Work


Troubleshooting Cisco Unified MeetingPlace Web Conferencing


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

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

How to Resolve Test Server Configuration Problems

How to Resolve Authentication Problems

How to Resolve Failed Server Issues

How to Resolve Problems With Disk Space

How to Resolve Problems During a Meeting

How to Resolve Problems When Joining a Meeting

How to Resolve Problems When Finding a Meeting

How to Resolve Problems With Attachments and Recordings

How to Resolve Problems With Secure Sockets Layer

How to Resolve Web Server Time Synchronization Problems

How to Resolve Web Server Configuration Problems

How to Resolve Test Server Configuration Problems

Error Messages

Error Messages

Error Message    Correct configuration.

Explanation    The IP address or DNS name for Hostname [Homepage] and Hostname [Web Conferencing] are specified correctly.

Error Message    Sorry unable to resolve Homepage IP address/hostname using nslookup.

Explanation    The system is unable to reach the DNS name or IP address that you configured for Hostname [Homepage].

Recommended Action    Complete the following procedure to change your entry for Hostname [Homepage].


Step 1 Sign in to end-user web interface.

Step 2 Click Admin > Web Server.

Step 3 From the "View" section of the page, click the name of the web server that you want to configure.

This populates the "Edit" section of the page with predefined settings.

Step 4 Edit the entry for Hostname [Home Page].

Step 5 Restart all Cisco Unified MeetingPlace Web Conferencing services.


Note When you restart the Web Server, all manual changes made to the registry are lost.


Error Message    Sorry unable to resolve Webconference IP address/hostname using 
nslookup.

Explanation    The system is unable to reach the DNS name or IP address that you configured for Hostname [Web Conferencing].

Recommended Action    Complete the following procedure to change your entry for Hostname [Web Conferencing].


Step 1 Sign in to the end-user web interface.

Step 2 Click Admin > Web Server.

Step 3 From the "View" section of the page, click the name of the web server that you want to configure.

This populates the "Edit" section of the page with predefined settings.

Step 4 Edit the entry for Hostname [Web Conferencing].

Step 5 Restart all Cisco Unified MeetingPlace Web Conferencing services.



Note When you restart the Web Server, all manual changes made to the registry are lost.


Error Message    Incorrect configuration, might want to switch homepage and webconf IP 
addresses.

Explanation    It is possible that you switched the IP address or DNS name entries for Hostname [Homepage] and Hostname [Web Conferencing].

Recommended Action    Complete "How to Switch the Order of IP Addresses on the Web Server" in the Monitoring and Maintaining Cisco Unified MeetingPlace Web Conferencing module.

How to Resolve Authentication Problems

LDAP Authentication Problem

Windows Authentication Problem

LDAP Authentication Problem

Problem   Cisco Unified MeetingPlace Web Conferencing is configured for LDAP authentication, but users are not being properly authenticated.

Solution   Check the Cisco Unified MeetingPlace eventlog. LDAP messages appear in the eventlog every time an authentication is performed. If the authentication is successful, you will see a message such as the following: LDAP Authenticated user: <username>

If the authentication fails, one of the following error messages will be logged in the eventlog:

Error Message    LDAP could not find user: <username>

Explanation    The user was not found (LDAP_NO_SUCH_OBJECT).

Error Message    LDAP could not authenticate user: <username>

Explanation    User had bad credentials (LDAP_INVALID_CREDENTIALS); this is typically caused by using the wrong password.

Error Message    ldap_simple_bind_s failed with error <hexadecimal number>

Explanation    This message is logged when the authentication fails for any other reason besides user not found or bad credentials. The hexadecimal number in the error code indicates the failure reason. Descriptions of the hexadecimal codes can be found at http://msdn2.microsoft.com/en-us/library/aa367014.aspx.

Related Topics

Using the Cisco Unified MeetingPlace Eventlog in the Monitoring and Maintaining Cisco Unified MeetingPlace Web Conferencing module

Windows Authentication Problem

Problem   Internet Explorer prompts me for my Windows login information when I try to access Cisco Unified MeetingPlace even though I am already logged on to my computer with my domain Windows account.

Possible Cause    You configured Windows authentication but used an IP address or FQDN when setting your Web Server Hostname [Home Page] parameter. 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, which is configured to not pass Windows credentials to the Web Server.

Solution   Add the URL string for Cisco Unified MeetingPlace to Internet Explorer's Trusted Zone or modify Internet Explorer's Internet Zone to automatically pass Windows credentials and log users into a website.

Related Topics

Adding a URL String to Internet Explorer's Trusted Zone

Modifying Internet Explorer's Internet Zone to Automatically Pass Windows Credentials

Adding a 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.

Procedure


Step 1 Open Internet Explorer.

Step 2 Select Tools > Internet Options.

Step 3 Click the Security tab.

Step 4 Click Trusted Zone.

Step 5 Click Edit.

Step 6 Add the URL of your Web Server in the Trusted Sites window.

For example, if you set your Web Server Hostname [Home Page] parameter to abc.company.com, then enter http://abc.company.com in the list of trusted websites and click Add.

Step 7 Click OK.


Related Topics

Changing the Web Server Hostname From an IP Address to a Hostname in the Configuring Cisco Unified MeetingPlace Web Conferencing Security Features module

Modifying Internet Explorer's Internet Zone to Automatically Pass Windows Credentials


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

Procedure


Step 1 Open Internet Explorer.

Step 2 Select Tools > Internet Options.

Step 3 Click the Security tab.

Step 4 Click Internet Zone > Custom Level.

The Security Settings window displays.

Step 5 Scroll down to the User Authentication section.

Step 6 Click Authenticate Logon with Current Username and Password for Logon.

Step 7 Click OK.


How to Resolve Failed Server Issues


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


Web Server Fails During a Conference

All Web Servers in a Load Balancing Cluster Have Failed

External Users are Disconnected from a Web Conference

Error Message: Read Failure in Named Pipe in Audio Service

Web Conferencing Does Not Start After Moving Time on the Web Server

Time is Not Synchronized Between the Web Server and the Application Server

Cannot Start Cisco Unified MeetingPlace Web Conferencing Services

Server Crashes When the Shared Storage Location is Interrupted

Web Server Fails During a Conference

Problem   A Web Server fails during a web conference and all users are temporarily disconnected from the web-conferencing portion of their meeting.

Possible Cause    There was an Agent Service problem. Other Web Servers in the cluster detected that a server was down and began to exclude it from the load balancing cluster.

Solution   Tell users to rejoin their web conference by clicking the click-to-attend link in their meeting notification or by accessing the Current Meeting page from the Web. The meeting console client automatically tries to reconnect the user to the server. If this attempt fails, the meeting console attempts to connect to the server designated as the backup for that meeting. If no connection is made after 15 seconds, the client continues attempting to contact the primary, then the backup server. After 30 unsuccessful attempts, the client stops trying and notifies the user that it is unable to reconnect.

Possible Cause    There was a server components problem. Other Web Servers in the cluster were unable to detect that a server was disabled since its Agent Service was fully functional. As a result, the failed Web Server was not excluded from the load balancing cluster and continued to have users routed to it in error.

Solution   In the Windows Services control panel, restart the Cisco Unified MeetingPlace Web Conferencing Service. This should restore web-conferencing functionality.


Note When you restart the Web Server, all manual changes made to the registry are lost.


All Web Servers in a Load Balancing Cluster Have Failed

Problem   All Web Servers in a load balancing cluster are nonfunctional.

Possible Cause    The SQL Server database is on a failed server.

Solution   Restore the database. Users are unable to conduct web conferences until the database is restored.

External Users are Disconnected from a Web Conference

Problem   External users are disconnected from a web conference.

Possible Cause    The Web Server in the DMZ has failed.

Solution   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 "Configuring Redirection of External Meetings" in the Configuring External Access to Cisco Unified MeetingPlace Web Conferencing module.

Error Message: Read Failure in Named Pipe in Audio Service

Error Message    Read Failure in Name Pipe in Audio Service.

Explanation    The Cisco Unified MeetingPlace Web Conferencing Service has lost its connection to the Cisco Unified MeetingPlace Audio Service. This could be due to a manual restart or an error.

Recommended Action    Do nothing. The Web Conferencing Service will reconnect automatically; the error message is for information only.

Web Conferencing Does Not Start After Moving Time on the Web Server

Problem   User moved the time backwards then forward on the Web Server. Now Web Conferencing does not start.

Possible Cause    There may be bad "date_begin" values in the pps_acl_quotas table in the MPWEB Slave database used by the Web Server (MPWEB_xxxxx). Those dates are initialized at the time when Web Conferencing is installed so if the time was moved backwards, Web Conferencing will refuse to work because it cannot find the proper "disk quota" permissions.

Solution   Manually change the "date_begin" values pps_acl_quotas table in the MPWEB Slave database to some time in the past relative to the current system time.

Time is Not Synchronized Between the Web Server and the Application Server

Problem   Web Conferencing configures the Windows Time service on the Web Server to synchronize its time with the Application Server. When the Cisco Unified MeetingPlace Web Conferencing master service comes up, it should trigger a time synchronization with the Application Server. This is not happening.

Solution   Complete the following workaround.


Step 1 Stop the Cisco Unified MeetingPlace Web Conferencing master service.

Step 2 Look at the time on both the Application Server and the Web Server and try to adjust the clock on the Web Server to match the time on the Application Server within 30 seconds.

Step 3 Invoke the Windows Time Service to synchronize between the Web Server and the Application Server:

a. Open a DOS command window.

b. Enter the following command: w32tm/resync

c. Enter the following command to see if the time is now within 30 seconds: w32tm /monitor /computer:hostname_AppServer


Cannot Start Cisco Unified MeetingPlace Web Conferencing Services

Problem   A Web Server fails and then does not come back up. Cannot start Cisco Unified MeetingPlace Web Conferencing services.

Possible Cause    You configured shared storage for your Web Server using a Windows account that does not have administrator privileges.

Solution   Reinstall Cisco Unified MeetingPlace Web Conferencing.

Solution   Complete the following steps to manually remove the shared storage entries from the SQL database tables. This will allow you to start Web Conferencing services and reconfigure shared storage using an account that has administrator privileges on the Web Server.


Step 1 Open SQL Server Enterprise Manager.

Click Start > All Programs > Microsoft SQL Server > Enterprise Manager.

Step 2 Navigate to the MPWEB database.

Click the + signs next to SQL Server Group > LOCAL > Databases > MPWEB to open the appropriate directory trees.

Step 3 Click Tables in the MPWEB directory.

A list of tables opens in the right pane.

Step 4 Right-click Site in the right pane.

Step 5 Select Open table > Return all rows.

The Site database table displays.

Step 6 Scroll to the right and set all entries in the following columns to <NULL>:

SvcStartAsDomain

SvcStartAsUsername

SvcStartAsPassword


Note Sometimes the column entries appear to be blank after you enter <NULL>. This is okay.


Step 7 Navigate to the MPWEB slave database in the left pane of the SQL Server Enterprise Manager.

Click the + signs next to SQL Server Group > LOCAL > Databases > MPWEB_XXXX_XXXX to open the appropriate directory trees.

Step 8 Click Tables in the MPWEB_XXXX_XXXX directory.

A list of tables opens in the right pane.

Step 9 Right-click PPS_CONFIG in the right pane.

Step 10 Select Open table > Return all rows.

The PPS_CONFIG database table displays.

Step 11 Delete the row that contains the NAME config-shared-storage.

Server Crashes When the Shared Storage Location is Interrupted

Problem   The Web Server crashes when network access to the shared storage location is interrupted.

Solution   Restore access to the shared storage location.

Related Topics

Configuring Shared Storage in the Configuring the Cisco Unified MeetingPlace Web Server for Optimal Data Storage module

How to Resolve Problems With Disk Space

Error Message: Operation Failed

Error Message: Operation Failed

Problem   I see this error message on the Web Server: [1228] Operation Failed. Currently on Web Server X, SQLServer Loadtest, MPServer Y.

I then see this error message in the Eventlog window: The log file for database MPWEB is full. Back up the transaction log for the database to free up some log space.

Possible Cause    It is likely that the SQL database files are too large and that users are unable to sign in to Cisco Unified MeetingPlace on the web.

Solution   Complete the following procedure.


Step 1 Go to SQL Enterprise Manager.

Step 2 Select the database Properties page.

Step 3 Select Options > Auto Shrink.

Step 4 Set the database recovery model to Simple or perform a backup of the log.


How to Resolve Problems During a Meeting

A Few Users Are Dropped From a Meeting

All Users Are Dropped From a Meeting

Users Continue to Get Dropped From a Meeting

A Few Users Are Dropped From a Meeting

Problem   A few users were dropped from the web conference, but others maintained their connection.

Solution   Ask those users who lost their connection to close their meeting console window and rejoin the web conference. If the problem persists, complete the following checks:

Make sure the user web browser and operating system are supported, and that a supported version of Adobe Flash Player is installed. 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/products_device_support_tables_list.html.

If the participant 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.

All Users Are Dropped From a Meeting

Problem   All of the users in the web conference were dropped.

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

Solution   If the meeting is over, do nothing. Otherwise, schedule a new meeting.

Possible Cause    The meeting scheduler or host ended the meeting.

Solution   If the meeting is over, do nothing. Otherwise, schedule a new meeting.

Possible Cause    If meeting participants 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.

Solution   Determine if the Web Server is functioning correctly by completing the following procedure.


Step 1 From the Web Server, open the Windows Services control panel and make sure that the Cisco Unified 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.


Users Continue to Get Dropped From a Meeting

Problem   Users keep getting disconnected from a web conference (several minutes after they have been reconnected to the web conference, they are disconnected again).

Possible Cause    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.

Solution   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. Or, use the Optimize Room Bandwidth option in the Meeting menu of the meeting console to lower the bandwidth used by the meeting. (This option is available to System Managers and other meeting moderators.)

Possible Cause    Users are connected to a proxy server with lengthy time-out delays.

Solution   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.

Related Topics

Proxy Servers in the Quick Start Configuration: Cisco Unified MeetingPlace Basic Web Conferencing module

How to Resolve Problems When Joining a Meeting

No One Can Join

Some Users Cannot Join the Meeting

Cannot Join Due to MPAgent Problem

Cannot Join Due to Session Problems

Problems Dialing Out from the Meeting Console

No One Can Join

Problem   No one can join the web conference.

Possible Cause    The problem is probably related to the Web Server. For example, a Windows service is down.

Solution   To troubleshoot this problem:

1. Make sure the Cisco Unified MeetingPlace Web Conferencing Service is running on the Web Server. For more information about this service, see "About the Cisco Unified MeetingPlace Web Conferencing Service" in the Managing Cisco Unified MeetingPlace Web Conferencing Services module.

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:

Some Users Cannot Join the Meeting

Cannot Join Due to MPAgent Problem

Cannot Join Due to Session Problems

How to Resolve Problems When Finding a Meeting

Template Cannot Be Found

Some Users Cannot Join the Meeting

Problem   Some users are able to join the web conference but others are not.

Solution   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, complete 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 "Changing the Web Server Hostname From an IP Address to a Hostname" in the Configuring Cisco Unified MeetingPlace Web Conferencing Security Features module.

If external users are accessing 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 in the Quick Start Configuration: Cisco Unified MeetingPlace Basic Web Conferencing module

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 "How to Configure Secure Sockets Layer" in the Configuring Cisco Unified MeetingPlace Web Conferencing Security Features module.

Cannot Join Due to MPAgent Problem

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

Explanation    The Cisco Unified MeetingPlace Agent Service is either down or not responding.

Recommended Action    Stop and restart the Cisco Unified MeetingPlace Web Conferencing Service.


Note When you restart the Web Server, all manual changes made to the registry are lost.



Note Running some services, such as MPAgent, can use as much as 90 percent of your CPU. Fortunately, these services run at a low priority so the CPU spikes do not impact important system functions.


Related Topics

About the Cisco Unified MeetingPlace Web Conferencing Service in the Managing Cisco Unified MeetingPlace Web Conferencing Services module

Cannot Join Due to Session Problems

Error Message    Session is stale.

Explanation    You signed in to Cisco Unified MeetingPlace from a different location than the one you originally used and the system disconnected your first browser connection. If you then go back to the first browser, you will receive a "stale session" notification.

Explanation    You signed in to Web Conferencing, but did not participate in the session for over an hour. The system disconnected you to free some room for new users and informs you that your session is stale.

Recommended Action    Web Conferencing keeps session information about each user who connects to the home page to find, schedule, or update a meeting or configure account settings. The session information is kept for a minimum of one hour from the your last session up to a maximum of 24 hours. Close the connection with the stale session and try to connect again.

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

Explanation    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 displays.

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

3. User then signs in and clicks Remember Me.

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

Recommended Action    Complete the following.


Step 1 Verify that Content Advisor is disabled:

a. Open your browser.

b. Go to Tools > Internet Options > Content > Content Advisor.

c. Disable Content Advisor.

Step 2 Try to access the Cisco Unified MeetingPlace home page again.


Problems Dialing Out from the Meeting Console

Problem   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.

Solution   You may need to adjust the translation table on the Cisco Unified MeetingPlace Application 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 Application 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 Application 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.

How to Resolve Problems When Finding a Meeting

Template Cannot Be Found

Template Cannot Be Found

Problem   You see the following error message: Template cannot be found.

Solution   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 that 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.

How to Resolve Problems With Attachments and Recordings

No Recording Space Available

Recording Files Not Appearing on the Web

Tinny Buzz on WMA Recordings

Web Recording is Silent

Audio and Video Playback Not Synchronized

Cannot Access Attachments From the External Web Server

Cannot Attach Files Larger than 10KB to the Web Meeting Room

Error: Access is Denied

Problems Accessing Meeting Recordings When Using Shared Storage

Cannot Play Windows Media Recordings or Attachments

Recordings Stuck in "Processing Now" State

No Recording Space Available

Problem   User hears a prompt stating that no recording space is available.

Possible Cause    The "No recording space available" prompt plays when there are issues starting up a recording leg. One example of when this occurs is when someone attempts to start a recording when recording resources are all used up (currently limited to 100).

Solution   Wait before trying to start recording again.

Possible Cause    The Recording/Streaming Service (RSS) is not running.

Solution   Verify the issue by using the CLI below to show the service is stopped:

[root@geldridg-kapp ~]# mpx_sys status
...
rss is stopped...
...

To try and get the service running again....
[root@geldridg-kapp ~]# service mpx_rssctrl start
Starting MeetingPlace Recording/Streaming Service:         [  OK  ]
[root@geldridg-kapp ~]# 

Possible Cause    There are no more ports available to turn on recording.

Solution   Check the license setting and available ports. You can check ports in use by using the `CSTest -s' CLI command on the Application Server.

Related Topics

Recording Resources and Port Usage in the Configuring Recordings for Cisco Unified MeetingPlace module

Recording Files Not Appearing on the Web

Problem   When the user goes to the Past Meetings page on the end-user web interface, the icon for a recording does not appear.

Possible Cause    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. On an idle system, a recording can be accessible in minutes, while during peak hour activity it can take hours.

Solution   Give the system some time to do the conversions. If you are still experiencing problems, complete the following checks:

Go to the Windows Services option (Start > Control Panel > Administrative Tools > Services) and verify that the Cisco Unified MeetingPlace Replication Service and the Cisco Unified MeetingPlace Audio Service are running.

From the Meeting Information page on the Cisco Unified MeetingPlace web page: Click More Options and verify the Automatically Start Recording parameter. If this parameter is set to Yes, recording will auto-start as soon as the meeting starts. If it is set to No, participants must manually start the recording by either pressing #61 on their phones or by choosing Meeting > Start Recording from the meeting console.

Schedule a test meeting to check the audio conversion process. The success or failure of this test will give you more information as to the cause of your problem. See Scheduling a Test Meeting to Check the Audio Conversion Process.

Possible Cause    The conversion control is not set properly.

Solution   Make sure that the recording files are configured to convert properly by checking the Admin > Audio Conversion page on the Web Server.

Possible Cause    The recording file has not completed its conversion process.

Solution   Make sure that verbose logging on the Web Server is on then verify the progression of the recording file conversion as indicated by the following example.


Note You can only confirm the existence of a recording file on the Application Server within 24 hours (plus time for the 2AM purge task to run) of the recording. After 24 hours, the file is removed from the Application Server.


Example:

Step 1 Start with the Application Server.

[mpxadmin@geldridg-kdev ~]$ mtginfo -m <Meeting ID> | more

Step 2 Look for ReadConf of 0x36 (54.)

Step 3 Now go to the conference folder 54 as seen below.

[mpxadmin@geldridg-kapp conf]$ pwd
/opt/cisco/meetingplace/afs/conf/000054
[mpxadmin@geldridg-kapp conf]$ ls -l -t
total 96
drwxrwxr-x  2 mpxadmin mpx 4096 May  9 08:07 000054 

Tip 54 will be used for the directory name on the Windows server for the storage of the recording.


Step 4 If a recording occurred, you will see a recorded file named av_rec.mp4.

Step 5 Use the record_file_info command to view the file and check that it is valid and not corrupt.

The file indicates that it is an audio and video recording with specifics about the recording:

[mpxadmin@geldridg-kapp 000054]$ ls
att_20.dat  av_rec.mp4  conf_8888 (8888 is the conf ID from the web schedule page)
[mpxadmin@geldridg-kapp 000054]$ record_file_info av_rec.mp4 
av_rec.mp4:
Track   Type    Info
1       audio   G.711 uLaw, 22.616 secs, 64 kbps, 8000 Hz
2       video   H264 Baseline@3, 22.616 secs, 6 kbps, 352x288 @ 14.105058 fps
start 1:
Start time 09 May 2008 08:06:06.678 (1210345566)
Duration: 22.61 (180880, 8000) seconds
Audio Start Sample: 1
Video Start Sample: 1
[mpxadmin@geldridg-kapp 000054]$ 

Step 6 This displays the export of the .mp4 file to the web replication service.

[root@geldridg-kapp ~]# eventlog -G | grep "Export: conf" | grep 0054 | more
05/09 08:06:58.23         Export: conf/000054/av_rec.mp4
[root@geldridg-kapp ~]# 

Step 7 Check the Web Server for the meeting recording.

The stored converted files for conference folder 54 (which match folder ID 54 on the Application Server) are located at: C:\Program Files\Cisco Systems\MPWeb\Meeitngs\54

The files in this directory will have a name such as `MtgRec_<xyz>.abc'

Step 8 If verbose logging is on, check the log file for any reason why conversion may not have occurred.

You can find the log file at: C:\Program Files\Cisco Systems\LogFiles\temp\MPWEB_LBJ_<date>

You can search the log file for the recorded file using the same name as in Step 7: `MtgRec_<xyz>.abc'


Scheduling a Test Meeting to Check the Audio Conversion Process

Procedure


Step 1 Open the Cisco Unified MeetingPlace Web Conferencing Eventlog.

a. From the Web Server, right-click the Cisco Unified MeetingPlace icon in the system tray.

b. Select eventlog.

Step 2 Schedule a test meeting.

Step 3 Join the meeting and start recording.

Step 4 Terminate the meeting after a few minutes.

Step 5 In the Eventlog window, or in the Gateway SIM log file, look for the recording conversion progress.


Tip See the example in Recording Files Not Appearing on the Web for an explanation of what the recording file name looks like in the log files.



Related Topics

Replication Service in the Configuring the Cisco Unified MeetingPlace Web Server for Optimal Data Storage module

Tinny Buzz on WMA Recordings

Problem   User hears a tinny buzz on WMA recordings.

Solution   Complete the following to select a higher bitrate WMA encoder profile. You will end up with higher quality audio playback but at the cost of larger WMA files.


Step 1 Launch a web browser and sign in to Cisco Unified MeetingPlace with a system manager profile.

Step 2 Click Admin.

Step 3 Click Audio Conversion.

Step 4 Make sure that Convert to Windows Media Format is set to Yes.

Step 5 Enter a higher bitrate encoder profile for Windows Media Server Conversion Profile:

We recommend that you enter Windows Media Audio 8 for Dial-up Modem (CD quality, 64 Kbps).

For a list of other profiles, see the Windows Media Developer Center at http://msdn.microsoft.com/en-us/library/aa390939(VS.85).aspx.

Step 6 Click Submit.


Web Recording is Silent

Problem   The web recording is silent or the audio and web conferencing portions of the recording are not timed properly.

Possible Cause    You are using a remote SQL server and the time on the SQL server is not synchronized with the Cisco Unified MeetingPlace Application Server and Web Server.

Solution   Synchronize the clock on the remote SQL server with the clocks on the Cisco Unified MeetingPlace Application Server and Web Server.

Possible Cause    The Web Server and Application Server are not synchronized.

Solution   Make sure that both servers are synchronized for clocking/NTP.

Possible Cause    The audio component of the recording was not converted properly.

Solution   To check this, do the following:


Step 1 Check the stored converted files in C:\Program Files\Cisco Systems\MPWeb\Meetings\xx where <xx> matches the folder ID on the Application Server.

Step 2 Locate the file with a SCO-ID in the file name, such as webRecording_20516.

Step 3 Use the SCO-ID to locate the FLV files and associated MP3 file that plays with the web recording playback. Example, C:\Program Files\Cisco Systems\MPWeb\WebConf\content\7\20516-1\output.


Related Topics

See Configuring the Web Server to Synchronize with an NTP Server in the Monitoring and Maintaining Cisco Unified MeetingPlace Web Conferencing module.

Audio and Video Playback Not Synchronized

Problem   The audio and video components of a recording playback are not timed properly.

Possible Cause    You are not using a supported tool for playback.

Solution   Make sure that you are using the supported tool for recording playbacks. This release of Cisco Unified MeetingPlace supports the QuickTime player.

Possible Cause    The Web Server and Application Server are not synchronized.

Solution   Make sure that both servers are synchronized for clocking/NTP.

Related Topics

See Configuring the Web Server to Synchronize with an NTP Server in the Monitoring and Maintaining Cisco Unified MeetingPlace Web Conferencing module.

Cannot Access Attachments From the External Web Server

Problem   You cannot access attachments from the external Web Server.

Solution   Make sure of the following:

The Cisco Unified 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 the "Installing Cisco Unified MeetingPlace Web Conferencing for an SMA Deployment" section of the Installation, Upgrade, and Migration Guide for Cisco Unified MeetingPlace Release 7.1, at http://www.cisco.com/en/US/products/sw/ps5664/ps5669/prod_installation_guides_list.html.

Cannot Attach Files Larger than 10KB to the Web Meeting Room

Problem   You are in a web meeting room trying to attach a file that is larger than 10KB and you receive an error message that the upload is stuck at 0%.

Solution   Be sure that the hostnames for the Home Page and Web Conferencing can be resolved on the Web Server machine.

If the hostnames cannot be resolved by the DNS Server (or a DNS server is not used), these entries should be added to the local hosts file by following these steps:

1. Open the `hosts' file (usually found in C:\WINNT\system32\drivers\etc) with Notepad.

2. Add the entries for `Hostname [Home Page]' and `Hostname [Web Conferencing]' with the corresponding IP addresses, exactly as they are displayed on the Web Server page in the Cisco Unified MeetingPlace Web Administration page.

3. Save the `hosts' file.


Note You do not need to restart Cisco Unified MeetingPlace web services after making this change.


Related Topics

Using the Cisco Unified MeetingPlace Web Administration Page in the Quick Start Configuration: Cisco Unified MeetingPlace Basic Web Conferencing module

Error: Access is Denied

Problem   You click the icon to preview a recording or attachment on the Attachments/Recordings page and you get an "Access is denied" error message.

Possible Cause    Shared storage is configured with the improper log in credentials.

Solution   Check the following:

1. Make sure that the services are running in "Administrator" account (or an account with Administrator credentials that also has credentials for shared storage).

2. Verify that the shared storage has the UNC path.

3. Are you able to access the UNC path from with the Web Server machine? If you have Cisco Security Agent enabled, make sure that it is not preventing the access.

Problem   A meeting was recorded on an external Cisco Unified MeetingPlace Web Server. When you try to access the recording from an internal Cisco Unified MeetingPlace Web Server, you see an "Access is denied" error message.

Possible Cause    There is a configuration error such that the Hostname [Home Page] and Hostname [Web Conferencing] settings for the external Web Server are different from those configured on the internal Web Server. Specifically, the hostname fields have IP addresses configured on the external/internal web pages for the external server, and Hostnames on the other. Having different hostnames in the different configuration locations, even if they resolve to the same IP address, may also cause this problem to appear.

Solution   Reconfigure the internal and external Web Servers to both have either IP addresses or hostnames for the Hostname [Home Page] and Hostname [Web Conferencing] settings. As a workaround, the user can dismiss the "Access is denied" error message to access the recording.

Related Topics

Configuring Shared Storage in the Configuring the Cisco Unified MeetingPlace Web Server for Optimal Data Storage module

Problems Accessing Meeting Recordings When Using Shared Storage

If you are using a non-default location for the meetings folder, for example, if you are using shared storage (such as in a load-balancing system), and if the audio conversion is configured to convert to Windows Media Format and Windows Media Server is used (for streaming), then users cannot access meeting recordings from the Meeting Details -> Attachments page. The system gives an error stating that a link to the audio recording does not exist.

To fix this, you must disable the Windows Media Server NTFS ACL authorization so that you can host remote content on a Windows Media Server publishing point.

You can disable ACL authorization either at the server level or at the plug-in level.

Disabling ACL Authorization at the Server Level

1. Go to Start > Programs > Administrative Tools -> Windows Media Server.

2. Click the local host on the left panel.

3. Choose the Properties tab on the right panel.

4. Choose the Authorization category.

5. Disable the WMS NTFS ACL Authorization from Plug-In.

6. Grant read permission on the remote server. If the server and remote share folder are in the same domain, grant the read permissions for the domain user who logs on to the Windows Media Server. If they are in the same workgroup, create the same users on both hosts.

Disabling ACL Authorization at the Plug-In Level

1. Go to Start > Programs > Administrative Tools -> Windows Media Server.

2. Double click the host on the left panel.

3. Double click the publishing points on the left panel.

4. Click the <Default> one (on-demand).

5. Select the Properties tab.

6. Click the Authorization from category on the right panel.

7. Disable the WMS NTFS ACL Authorization from Plug-in.

8. Grant read permission on the remote server. If the server and remote share folder are in the same domain, grant the read permissions for the domain user who logs on to the Windows Media Server. If they are in the same workgroup, create the same users on both hosts.

Cannot Play Windows Media Recordings or Attachments

Problem   You cannot play Windows Media recordings or attachments.

Possible Cause    The Windows Media Server is not installed on the same Windows machine as Cisco Unified MeetingPlace Web Conferencing and the mount point location is incorrect. This affects how your meeting recordings stream.

Solution   See your Windows Help for information about correcting the mount point location.

Possible Cause    Secure Sockets Layer (SSL) is turned on.

Solution   Make sure that Windows Media file is turned on in Windows Media Player. See the "Troubleshooting Problems with Recordings in Windows Media Format" section.


Note If you are in an SSL environment when trying to play the WMA recording and see a popup message stating that a security problem has occurred, check with your IT department to make sure that the proper security certificate authentication exists on your client machine.


Troubleshooting Problems with Recordings in Windows Media Format

Procedure


Step 1 Open Windows Media Player.

Step 2 Select Tools > Options > File Types.

Step 3 Click Windows Media file (asf) so there is a checkmark next to it.

Step 4 Click OK and try playing your recording or attachment again.


Related Topics

If you continue to have problems, try verifying the checks in the "How to Resolve Problems With Attachments and Recordings" section.

Recordings Stuck in "Processing Now" State

Problem   Attachment/Recording page of past meeting is stuck in "Processing Now" state. The past meeting may still show up in today's find meeting page.

Possible Cause    You are completing a new installation or upgrade that requires connecting to a new AD server and synchronizing many user profiles that may delay conversions.

Solution   None. The process of synchronizing many user profiles for the first time causes a delay in web activities.

Possible Cause    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. On an idle system, a recording can be accessible in minutes, while during peak hour activity it can take hours.

Solution   Give the system some time to do the conversions.

How to Resolve Problems With Secure Sockets Layer

Security Warnings

Security Warnings

Problem   You see the following warning: Name does not match the certificate.

Possible Cause    It is possible that you did not define this Web Server properly.

Solution   See Changing the Web Server Hostname From an IP Address to a Hostname in the Configuring Cisco Unified MeetingPlace Web Conferencing Security Features module.

How to Resolve Web Server Time Synchronization Problems

If the time on the Cisco Unified MeetingPlace Web Server is different than the time on the Cisco Unified MeetingPlace Application Server, many symptoms arise, such as the following:

Scheduling and joining web meetings may not be honored

Recording voice and web meeting files may not be synchronized properly

Playback may not be possible

Other time related symptoms may be seen

If the Web Server is part of a Windows domain, the web software overrides the domain NTP default settings.

In Windows, go to System > Eventlog to see W32tm information and errors. This tells you which NTP server the Web Server is syncing with. Once you find the NTP server, use the following command from a DOS prompt to check if there are any communication issues between the Web Server and the NTP server:

w32tm /monitor /computers:x.x.x.x


Note This should be the IP address of the Application Server or the shared IP address in a dual Application Server configuration.


If the time is more than 30 seconds off, the Web Server will not synchronize with the Application Server which is synchronized with the corporate NTP server. Perform the following:

1. Stop all Cisco Unified MeetingPlace services.

2. Stop the Windows Time Service.

3. Update the time.

4. Make sure that the time difference between the Application Server and the Web Server is less than 30 seconds.

5. Start the Windows Time Service.

6. Start all Cisco Unified MeetingPlace services.

7. Check the eventlog to make sure that the servers are syncing properly.

How to Resolve Web Server Configuration Problems

Database Command in Online Administrative Interface Does Not Work

Database Command in Online Administrative Interface Does Not Work

Problem   The "Count all entries in tables" function on the Cisco Unified MeetingPlace Web Conferencing online Administrative interface does not work properly.

Possible Cause    The database account does not have the db_owner role.

Solution   Add the db_owner role for the MPWEB database user.