Configuration and Maintenance Guide for Cisco Unified MeetingPlace Express Release 1.2
Troubleshooting Cisco Unified MeetingPlace Express
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Troubleshooting Cisco Unified MeetingPlace Express

Table Of Contents

Troubleshooting Cisco Unified MeetingPlace Express

Troubleshooting User Access Issues

User Cannot Get in to System

User Cannot Join a Meeting

User Cannot Receive "Find Me" Calls on a Non-Direct Dial Pager

The System Does Not Answer

Information About System Logs

Viewing the System Log

Viewing System Backup Logs

Viewing the System Information Capture Log

Information About Alarms

Viewing, Deleting, and Exporting Alarms

Information About System Status

Viewing System Status

About Password Recovery Options for the Admin Profile


Troubleshooting Cisco Unified MeetingPlace Express


Revised: October 18, 2006, OL-11374-01

This chapter contains information that may be useful if you encounter problems while using the Cisco Unified MeetingPlace Express Administration Center.

Additional information is available:

For troubleshooting end-user issues, see the User Guide for Cisco Unified MeetingPlace Express.

For troubleshooting the installation, using the CLI or console, or for general system troubleshooting information, see the Troubleshooting Guide for Cisco Unified MeetingPlace Express.

Topics in this section include:

Troubleshooting User Access Issues

Information About System Logs

Information About Alarms

Information About System Status

About Password Recovery Options for the Admin Profile

The content in this chapter applies in the following cases:

You have a Cisco Unified MeetingPlace Express system.

You have a Cisco Unified MeetingPlace Express VT system.

Troubleshooting User Access Issues

This section describes how to troubleshoot common end-user problems when trying to access the system. For more information about troubleshooting end-user issues, see the User Guide for Cisco Unified MeetingPlace Express.

Topics in this section include:

User Cannot Get in to System

User Cannot Join a Meeting

User Cannot Receive "Find Me" Calls on a Non-Direct Dial Pager

The System Does Not Answer

User Cannot Get in to System

If an end user cannot log in to the Cisco Unified MeetingPlace Express system, check the following:

Is the User active field on the Edit User Profiles Details page set to No or Locked? It should be set to Group Default (Yes) or Yes for active users.

Has the user password expired? Passwords expire after the amount of time specified by the Change profile password (days) parameter on the Usage Configuration page.

Does the user password need to be reset? You can reset the password by changing it in the User password and User password (confirm) fields on the Edit User Profiles Details page.

Does the end user exist in the database? If not, you need to add the end user.

Did the end user enter the username and password correctly? The password is case-sensitive.

Related Topics

Modifying User Profiles, page 8-31

Configuring User Password Requirements

About the Methods of Adding User Profiles, page 8-4

User Cannot Join a Meeting

If an end user can get into the Cisco Unified MeetingPlace Express system but cannot join a meeting, check the following:

Are there enough available ports for the meeting? As the system administrator, try to join a meeting. If you can join, then there are enough ports.

Check that there are enough voice conferencing and web conferencing licenses. If other users are using all the licenses, then this end user may have to wait for a license to become free.

Ensure that the end user entered a valid meeting ID.

Ensure that the meeting is actually at this time.

Check the Meeting Details page to see if a meeting password is required. If a password is required, ensure that the end user has the correct password.

Check the Meeting Details page to see if this meeting is only for users with Cisco Unified MeetingPlace Express profiles. Ensure that this if this meeting is for profiled users only, then this end user has a profile.

Related Topics

Information About Ports for Scheduled and Reservationless Meetings

Configuring Requirements for Meeting Passwords

About This Page: Licenses Summary, page C-86

About This Page: Meeting Configuration, page C-97

User Cannot Receive "Find Me" Calls on a Non-Direct Dial Pager

If an end user is not receiving "find me" calls on a non-direct dial pager, it may be because the pager phone number or the PIN is set incorrectly.

Non-direct dial pagers are pagers that do not have individual phone numbers. Instead, there is a common phone number for all pagers and each end user has a PIN. For the system to call non-direct dial pagers, the system must first dial the common pager phone number and then enter the PIN for the specific end user. The common pager phone number is set in the group profile on the Edit User Groups Details page, but the PIN is set in the user profile in the Pager # field on the Edit User Profiles Details page.

Problems can occur if a system administrator moves an end user from one group to another. The common pager phone number in the new group may not be the correct pager phone number for this user. Check that the common pager phone number is set correctly in the group profile and that the end user's PIN is set correctly in the user profile.

Related Topics

About This Page: Edit User Groups Details, page C-58

About This Page: Edit User Profiles Details, page C-59

About the Find Me Feature, page 8-13

The System Does Not Answer

If an end user hears a busy signal when trying to call into a meeting, then there are not enough available ports and the end user should try to join the meeting later.

Related Topics

Information About Ports for Scheduled and Reservationless Meetings

About This Page: Licenses Summary, page C-86

Information About System Logs

The Cisco Unified MeetingPlace Express system provides logs for you to review. These logs are useful in diagnosing problems within the system. They are similar to the event log on a PC.

Topics in this section include:

Viewing the System Log

Viewing System Backup Logs

Viewing the System Information Capture Log

Viewing the System Log

This topic describes how to display the system log, which captures and buffers high-level details about system software activities. You can choose the severity level that you want to see. The output lists the date and time of the exception, the exception code, the file in which the exception occurs, and a text description of the exception.

Procedure


Step 1 Log in to Cisco Unified MeetingPlace Express.

Step 2 Click Administration at the top of the page.

Step 3 On the left side of the page:

a. Click Services.

b. Click Logs.

c. Click View System Logs.

Step 4 Configure the fields on the View System Logs page.

Step 5 Click View Logs.

Step 6 At the confirmation message, click OK.


Note For help interpreting the output of the System Logs page, see the "Fields on the System Logs Page" section on page C-139.


Step 7 To export the data, click Export to File.


Related Topics

Fields on the View System Logs Page, page C-158

Information About System Logs

Exporting Information to a File

Viewing System Backup Logs

This topic describes how to display log information about system backups.

Procedure


Step 1 Log in to Cisco Unified MeetingPlace Express.

Step 2 Click Administration at the top of the page.

Step 3 On the left side of the page:

a. Click Services.

b. Click Logs.

c. Click Backup Logs.

The View Backup Logs page displays the last 20KB of the Informix backup log file. This logs lists all the processes that occurred during the most recent backups.


Note You can also get to the View Backup Logs page by clicking Save and Run Backup on the Configure Backup page, which is under the Maintenance section.


Step 4 To refresh the information, click Refresh. To export the data, click Export to File.


Related Topics

About This Page: View Backup Logs, page C-155

Viewing the System Log

Viewing the System Information Capture Log

Information About System Logs

Exporting Information to a File

Viewing the System Information Capture Log

The System Information Capture log provides details about the configuration and failure of the Cisco Unified MeetingPlace Express system during a particular time period. In general, every bug report should include the System Information Capture log.

Running this log generates a very large zip file that you can send to Cisco TAC, who can help you troubleshoot problems. After you download the zip file, be sure to delete it from its temporary location (usually in the /tmp directory) to save space on your system.


Note To display the current status of the Cisco Unified MeetingPlace Express system, instead of over a period of time, see the "Viewing System Status" section.


Procedure


Step 1 Log in to Cisco Unified MeetingPlace Express.

Step 2 Click Administration at the top of the page.

Step 3 On the left side of the page:

a. Click Services.

b. Click Logs.

c. Click View System Information Capture.

Step 4 Enter or change the values in the fields, which are described in the "Fields on the View System Information Capture Page" section on page C-157.

Step 5 Click View Logs.

Step 6 At the confirmation message, click OK.

The system displays the System Information Capture page, which explains how to obtain the results.


Related Topics

Viewing the System Log

Viewing System Backup Logs

Information About System Logs

Information About Alarms

Alarms are caused by network connectivity failures and are usually software-related. They can also occur when there is a surge of activity on the network. Examples of conditions that can cause an alarm include not having any conferencing licenses installed or changing the LDAP configuration.

Related Topics

Viewing, Deleting, and Exporting Alarms

Viewing, Deleting, and Exporting Alarms

On the Alarms page, you can view all system alarms in the alarm table. You can also delete certain alarms after they are resolved and you can export the alarms to a text file which you can later send to Cisco TAC for help with troubleshooting.

Procedure


Step 1 Log in to Cisco Unified MeetingPlace Express.

Step 2 Click Administration at the top of the page.

Step 3 On the left side of the page:

a. Click Services.

b. Click Alarms.

Step 4 (Optional) On the Alarms page, you can do the following:

To delete one or more alarms, select those you want to delete, and click Delete Selected.

To delete all alarms, click Delete All.

To export one or more alarms, select the alarms to export, and click Export to File.


Related Topics

Information About Alarms

About This Page: Alarms, page C-26

Exporting Information to a File

Information About System Status

Use the system status to check the condition of the Cisco Unified MeetingPlace Express system. The system status shows the following information:

System status details, such as mode, temperature, and power supply

Each server name

Each mailbox name and the number of messages that are in each mailbox

Each module name and its status

The CPU usage statistics

Related Topics

Viewing System Status

Viewing System Status

This topic describes how to view the current status of the Cisco Unified MeetingPlace Express system.


Note If you instead want to view the status of the Cisco Unified MeetingPlace Express system during a particular time period, see the "Viewing the System Information Capture Log" section.


Procedure


Step 1 Log in to Cisco Unified MeetingPlace Express.

Step 2 Click Administration at the top of the page.

Step 3 On the left side of the page:

a. Click Services.

b. Click System Status.

Step 4 Click Execute.


Note For help interpreting the output, see the "Fields on the System Status Details Page" section on page C-141.


Step 5 (Optional) On the System Status Details page, you can do the following:

To update the information, click Refresh.

To export the data, click Export to File.


Related Topics

Information About System Status

Exporting Information to a File

About Password Recovery Options for the Admin Profile

If you forget the User password for the Admin profile, then follow the procedure for recovering the system administrator password in the Troubleshooting Guide for Cisco Unified MeetingPlace Express.

If you forget the Profile Password for the Admin profile, then follow the procedure in the "Changing the Passwords for the Admin Profile" section to change the Profile Password from the Administration Center.

Related Topics

About the Admin Profile, page 8-21