Configuration Guide for Cisco Unified MeetingPlace Release 8.6
Troubleshooting User Access Issues
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Troubleshooting User Access Issues

Table Of Contents

Troubleshooting User Access Issues

Directory Service User Cannot Sign In

User Cannot Sign In

User Cannot Sign In to Administration Center

User Cannot Join a Meeting

Additional References for Troubleshooting User Access Issues


Troubleshooting User Access Issues


Directory Service User Cannot Sign In

User Cannot Sign In

User Cannot Join a Meeting

Additional References for Troubleshooting User Access Issues

Directory Service User Cannot Sign In

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

Solution   If all Directory Service users cannot sign in, 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 sign in, check the Cisco Unified MeetingPlace log in this location: /opt/cisco/meetingplace/web/logs/userweb.out.

There are two reasons a Directory Service user might not be able to sign 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 Directory Service on MeetingPlace-Scheduled and Audio-Only Deployments

Obtaining and Viewing the System Information Capture (Infocap) Log

How to Resolve Authentication Problems

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

User Cannot Sign In

Problem   A user cannot sign in to Cisco Unified MeetingPlace.

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

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

Recommended Action    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.

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.

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

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

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

Change profile PIN (days) for signing in over the phone

Recommended Action    Reset the expired password(s) by changing these fields in the user profile:

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

Profile PIN and Profile PIN confirm for signing in over the phone

Possible Cause    The user does not exist in the user database. See "Searching for a Specific User Profile".

Recommended Action    Add the user to the user database. See "Methods for Adding User Profiles".

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


Note The User password is case-sensitive.


Recommended Action    If the user cannot remember the sign-in information, view the user profile to determine the correct Username and Profile number. If necessary, reset the User password and Profile PIN for the user.

Related Topics

Field Reference: Add User Group Page and Edit User Group Page Editing a User Profile

External AXL Authentication for Directory Service Users

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

How to Resolve Authentication Problems

Additional References for Troubleshooting User Access Issues

User Cannot Sign In to Administration Center

Problem   An administrative user cannot sign in to Cisco Unified MeetingPlace.

Possible Cause    Your mpxadmin password has expired and there was a services restart after it expired. When services are restarted, they query the service accounts and if the service accounts password has expired, services cannot be restarted until the password is changed.

Recommended Action    Reset your mpxadmin password. Log in to SSH as root and enter the passwd mpxadmin command. Enter your new password.

User Cannot Join a Meeting

Problem   A user can sign in to Cisco Unified MeetingPlace but cannot join a meeting.

Possible Cause    The user entered an invalid meeting ID.

Recommended Action    Have the user verify and enter the correct meeting ID.

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

Recommended Action    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 web user portal.

Recommended Action    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 web user portal.

Recommended Action    Add a user profile for the user.

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

Recommended Action    Configure higher numbers for these fields on the Media Resource 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 email 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.

Recommended Action    (Microsoft Outlook integration only) Instruct your users to take these actions 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.

Recommended Action    The user needs to wait until a port becomes available.

Related Topics

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

See the Planning Guide for Cisco Unified MeetingPlace at http://www.cisco.com/en/US/products/sw/ps5664/ps5669/products_implementation_design_guides_list.html

Additional References for Troubleshooting User Access Issues

Topic
Documentation

User authentication options and when each is used

User Authentication

Troubleshooting user issues

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

Troubleshooting external authentication for the Web Server (LDAP and Windows authentication)

How to Resolve Authentication Problems