Configuration Guide for Cisco Unified MeetingPlace Web Conferencing Release 6.x - Troubleshooting Cisco Unified MeetingPlace Web Conferencing [Cisco Unified MeetingPlace]

Table Of Contents

Troubleshooting Cisco Unified MeetingPlace Web Conferencing

Problems with LDAP Authentication

Problems with Improper Functionality of Windows Authentication

Problems with a Failed Server

Resolving Disk Space Error Messages

Resolving SQL Server Error Messages

Problems Replicating Video Terminals

Problems with Users Being Dropped From a Cisco Unified MeetingPlace Web Conference

What to Do If Only a Few Users Are Dropped

What to Do If All Users Are Dropped

What to Do If Users Continue to Get Dropped

Problems with Joining a Meeting

What to Do If Only a Few Users Cannot Join

Resolving MPAgent Error Messages

Resolving Web Conferencing Session Error Messages

Resolving Error Messages Related to Scheduling Meetings

Resolving Problems with Finding a Meeting

Resolving Error Messages Related to Finding a Meeting

What to Do If You Hear Clicking Sounds While the Meeting Console Is Loading

What to Do If the Meeting Console Disappears

Problems Viewing Shared Content

Problems Sharing in a Web Conference

Problems with Presentation Slides

Problems with Collaborating

Problems with Attachments and Recordings

What to Do If You Cannot Access Attachments From the External Web Server

Problems with Files Attached by Using Other Cisco Unified MeetingPlace Clients

Problems Accessing Meeting Recordings

Problems Playing Windows Media Recordings or Attachments

Problems with WebConnect

What to Do If You Cannot Find a User Group

What to Do If You Are Unable to Add Attachments or Invite People to a Meeting That Has Rolled

What to Do If You Receive Warning Messages Related to WebConnect

Resolving Error Messages Related to WebConnect

Problems with Secure Sockets Layer Security Warnings

About Microsoft System Updates or Patches and the Cisco MCS

Deleting Files in IIS

Troubleshooting Cisco Unified MeetingPlace Web Conferencing

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

See the following sections:

•Problems with LDAP Authentication

•Problems with Improper Functionality of Windows Authentication

•Problems with a Failed Server

•Resolving Disk Space Error Messages

•Resolving SQL Server Error Messages

•Problems Replicating Video Terminals

•Problems with Users Being Dropped From a Cisco Unified MeetingPlace Web Conference

•Problems with Joining a Meeting

•Problems Viewing Shared Content

•Problems Sharing in a Web Conference

•Problems with Presentation Slides

•Problems with Collaborating

•Problems with Attachments and Recordings

•Problems with WebConnect

•Problems with Secure Sockets Layer Security Warnings

•About Microsoft System Updates or Patches and the Cisco MCS

Problems with LDAP Authentication

If Cisco Unified MeetingPlace Web Conferencing is configured for LDAP authentication, but users are not being properly authenticated, check the Cisco Unified MeetingPlace eventlog. LDAP messages appear in the eventlog every time an authentication is performed. To access the eventlog, right-click the Cisco Unified MeetingPlace icon in the system tray and choose Eventlog.

If the authentication is successful, you will see a message such as the following in the eventlog:

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.

Problems with Improper Functionality of Windows Authentication

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. Internet Explorer's default Internet Zone is configured to not pass Windows credentials to the web server.

Consequently, if you configured Windows authentication but used an IP address or FQDN when setting your web server Hostname [Home Page] parameter in the "Configuring the Web Server" section on page 2-26, Internet Explorer prompts you for your Windows login information when you try to access Cisco Unified MeetingPlace Web Conferencing even if you are already logged on to your computer with your domain Windows account.

The following procedures provide instructions for two workarounds for this issue:

•To Add the URL String to Internet Explorer's Trusted Zone

•To Modify Internet Explorer's Internet Zone to Automatically Pass Windows Credentials and Log Users Into a Website

We recommend that you use the workaround provided in the "To Add the URL String to Internet Explorer's Trusted Zone" procedure.

To Add the 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.

Step 1 Open Internet Explorer. From Tools > Internet Options, click the Security tab.

Step 2 From the Security tab, click Trusted Zone.

Step 3 Click Edit.

Step 4 From the Trusted Sites window, add the URL of your web server.

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 5 Click OK.

To Modify Internet Explorer's Internet Zone to Automatically Pass Windows Credentials and Log Users Into a Website

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

Step 1 Open Internet Explorer. From Tools > Internet Options, click the Security tab.

Step 2 From the Security tab, click Internet Zone, then click Custom Level.

Step 3 From the Security Settings window, scroll to the bottom to the User Authentication section.

Step 4 For Logon, click Authenticate Logon with Current Username and Password.

Step 5 Click OK.

Problems with a Failed Server

If a web server fails during a web conference, all users are temporarily disconnected from the web-conferencing portion of their meeting. Resolving this situation depends on knowing why the web server failed.

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

Use the information in Table 9-1 to identify the failed server problem and a solution.

Table 9-1 What To Do If Your Web Server Fails

If...

Then...

The web server fails because of an Agent Service problem.

Other web servers in the cluster detect that a server is down and begin to exclude it from the load balancing cluster.

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.

The web server fails because of a server components problem.

Other web servers in the cluster are unable to detect that a server is disabled since its Agent Service is fully functional. As a result, the failed web server is not excluded from the load balancing cluster and can continue to have users routed to it in error.

To resolve the problem, in the Windows Services control panel, restart the Cisco MeetingPlace Web Conferencing Service. This should restore web-conferencing functionality.

The failed web server is in the DMZ.

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 the "To Configure Redirection of External Meetings" procedure on page 5-7.

The SQL Server database is on the failed server.

All web servers in the cluster become nonfunctional. Users are unable to conduct web conferences until the database is restored.

Resolving Disk Space Error Messages
Error Message    [1228] Operation Failed. Currently on Web Server X, SQLServer Loadtest, 
MPServer Y.
Error Message    The log file for database MPWEB is full. Back up the transaction log 
for the database to free up some log space.
If you see the first error message on your web server and the second error message in the Eventlog window, it is likely that the SQL database files are too large and that users are unable to sign in to Cisco Unified MeetingPlace Web Conferencing. To resolve this issue, complete the following procedure.

To Resolve Disk Space Error Messages

Step 1 From the SQL Enterprise Manager, choose the database Properties page and choose Options > Auto Shrink.

Step 2 To enable this option, set the database recovery model to Simple or perform a backup of the log.

Resolving SQL Server Error Messages
Error Message    Error -2147221297 [Microsoft][ODBC SQL Server Driver][SQL Server] 
InvalidColumn Name 'Timestamp'"
If you see the preceding error message and cannot connect to the database on the SQL Server during the Cisco Unified MeetingPlace Web Conferencing installation, your connection problem might be due to a case sensitive SQL Server. To resolve this issue, run the install on an SQL Server that is not case sensitive.

Problems Replicating Video Terminals

When the Cisco Unified MeetingPlace Video Integration is deployed on the external web server or cluster of servers in a Segmented Meeting Access configuration, all internal Cisco Unified MeetingPlace Web Conferencing servers must also have the Video Integration installed but not activated. This allows you to utilize the Update All Terminals command of the Replication Service on these servers to manually refresh the list of video terminals from Cisco Unified MeetingPlace Video Administration.

However, in some cases, the internal server online administrative interface will not display the Update All Terminals command even though the Video Integration has been installed on the server. To fix this problem, perform the following procedure.

To Activate the Update All Terminals Replication Service Command

Step 1 Verify the Host Video Conferences setting on each Web Conferencing server. (The setting should be checked on one DMZ (external) server and unchecked on all other internal and external servers.)

a. In the Windows Control Panel, double-click MeetingPlace Gateways.

b. Click the Video tab.

c. Verify that the Host Video Conferences check box is checked or unchecked as appropriate.

Note If you need to change the Host Video Conferences setting, you must stop the Cisco Unified MeetingPlace Web Conferencing service, change the value, and then restart the Cisco Unified MeetingPlace Web Conferencing service.

Step 2 From the internal web server on which the problem occurs, sign in to Cisco Unified MeetingPlace Web Conferencing by using a System Manager-level user profile.

Step 3 From the Welcome page, click Admin, then click Web Server.

Step 4 In the View section, click the name of the DMZ web server. The configuration data for the DMZ server appears on the upper section of the page.

Step 5 Click Submit without changing any configuration fields.

Step 6 Click Back.

Step 7 Click Replication Service. The Replication Service page opens.

Step 8 Verify whether the Update All Terminals field appears in the Replication Service Command drop-down menu.

Problems with Users Being Dropped From a Cisco Unified MeetingPlace Web Conference

If one or more users report that they have been dropped from a web conference, determine if just a few participants were dropped or if everybody in the web conference was dropped, then see the following sections.

•What to Do If Only a Few Users Are Dropped

•What to Do If All Users Are Dropped

•What to Do If Users Continue to Get Dropped

What to Do If Only a Few Users Are Dropped

If only a few users were dropped from the web conference, but others maintained their connection, ask those users who lost their connection to close their meeting console window and rejoin the web conference.

If the problem persists, do the following checks:

•Make sure the user web browser and operating system is supported, and 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/prod_installation_guides_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.

What to Do If All Users Are Dropped

If all of the users in the web conference were dropped, it might be due to the following:

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

•The meeting scheduler or host ended the meeting.

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. In this case, determine if the web server is functioning correctly by doing the following procedure.

To Determine If the Web Server Is Functioning Correctly

Step 1 From the web server, open the Windows Services control panel and make sure that the Cisco 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.

What to Do If Users Continue to Get Dropped

If users keep getting disconnected from a web conference (several minutes after they have been reconnected to the web conference, they are disconnected again) it might be due to the following:

•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. 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.)

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

Problems with Joining a Meeting

If no one can join the web conference, the problem is probably related to the web server. For example, a Windows service is down. To troubleshoot this problem:

1. Make sure theCisco Unified MeetingPlace Web Conferencing Service is running on the web server. For more information about this service, see the "About the Cisco Unified MeetingPlace Web Conferencing Service" section on page 2-2.

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:

•What to Do If Only a Few Users Cannot Join

•Ensuring That MeetingTime Has the Correct Cisco Unified MeetingPlace Web Conferencing Information

•Resolving MPAgent Error Messages

•Resolving Web Conferencing Session Error Messages

•Resolving Error Messages Related to Scheduling Meetings

•Resolving Problems with Finding a Meeting

•Resolving Error Messages Related to Finding a Meeting

•What to Do If You Hear Clicking Sounds While the Meeting Console Is Loading

•What to Do If the Meeting Console Disappears

What to Do If Only a Few Users Cannot Join

If some users are able to join the web conference but others are not, 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, do 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 the "Defining the Cisco Unified MeetingPlace Web Conferencing Server" section in Chapter 2 of the Installation and Upgrade Guide for Cisco Unified MeetingPlace Web Conferencing, at http://www.cisco.com/en/US/products/sw/ps5664/ps5669/prod_installation_guides_list.html.

•If external users are accessing Cisco Unified MeetingPlace 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 the "About Proxy Servers" section on page 2-1.

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 the "How to Configure Secure Sockets Layer" section on page 5-2.

•If users are attending from MeetingTime, make sure MeetingTime has the correct IP address of the web server and views the server as active. Do the following procedure.

Ensuring That MeetingTime Has the Correct Cisco Unified MeetingPlace Web Conferencing Information

You must have MeetingTime installed and running before beginning this procedure.

Step 1 Log in to MeetingTime.

Step 2 From the Configure tab, choose the Usage Parameters topic and scroll down to the Data Meetings section.

Step 3 From the Data Meetings section, make sure that the following parameters are set correctly:

Parameter

Setting

Data Mtg IP Address

The correct IP address of the web server

Data Conference Active

Yes

If either of these parameters are incorrect, restart the Cisco MeetingPlace Web Conferencing Service. MeetingTime is then updated with the correct information.

Caution Restarting the Cisco MeetingPlace Web Conferencing Service causes all web-conferencing sessions to terminate.

Resolving MPAgent Error Messages
Error Message    MPAgent is not available, please try again later.
If you see the preceding error message, the Cisco MeetingPlace Agent Service is either down or not responding. To resolve this problem, stop and restart the Cisco MeetingPlace Web Conferencing Service.

Resolving Web Conferencing Session Error Messages
Error Message    Session is stale.
Cisco Unified MeetingPlace Web Conferencing keeps session information about each user who connects to the Web Conferencing 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.

Your session can become stale for the following reasons:

•If you sign in to Web Conferencing from a different location than the one you originally used, the system disconnects your first browser connection. If you then go back to the first browser, you will receive a "stale session" notification.

•If you sign in to Web Conferencing, but do not participate in the session for over an hour, the system disconnects you to free some room for new users and informs you that your session is stale.

•If you sign in to Cisco Unified MeetingPlace Phone View while already signed in to a web conference through Cisco Unified MeetingPlace Web Conferencing, you will receive the "Session is stale" message. This happens if Phone View is using the same web server that is being used for your web conference. Your current voice and web conference will be uninterrupted, but you will have to log in again to the interface you want to use.

To work around this last issue, install Cisco Unified MeetingPlace Web Conferencing intended for web-conferencing on a separate Cisco MCS machine.
Error Message    Your session has expired. You will need to log in again.
If you see the preceding error message, 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 appears.

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.

To verify that Content Advisor is disabled, open your browser and go to Tools > Internet Options > Content > Content Advisor. Disable Content Advisor and try to access the Web Conferencing home page again.

Resolving Error Messages Related to Scheduling Meetings
Error Message    The meeting being scheduled is different than the one in Cisco 
MeetingPlace Web.
If you see the preceding error message, it is possible that you clicked the Schedule button twice before the system had a chance to respond. This results in a delay between the scheduled meeting and the response. Use the Find Meeting tab to see if your meeting was scheduled before attempting to schedule the meeting again.

Resolving Problems with Finding a Meeting

If you cannot find a meeting you just scheduled, try refreshing the page to make sure you are viewing the most current data.

Resolving Error Messages Related to Finding a Meeting
Error Message    Template cannot be found.
If you see the preceding error message, 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 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.
Error Message    Guest profile is reserved for system use and cannot be used for current 
operation.
If you see the preceding error message, your meeting was scheduled to only allow Cisco Unified MeetingPlace profile users. No guests are allowed.

What to Do If You Hear Clicking Sounds While the Meeting Console Is Loading

Sometimes, users hear clicking while their meeting console is loading or when a presentation is refreshing. Users can turn this sound off by adjusting the volume control through their Control Panel.

What to Do If the Meeting Console Disappears

If you are in the meeting console and click a link in Microsoft Word or Outlook, it is possible that your meeting console disappears. This is probably due to the way you set your browser to reuse windows. Setting your browser to reuse windows replaces the content in your current window with whatever content is invoked by the link.

To resolve this problem, either refrain from clicking links in other applications while you are in a web conference, or set Internet Explorer to not reuse windows, by doing the following procedure.

To Set Internet Explorer to Not Reuse Windows

Step 1 From your Internet Explorer, go to Tools > Internet Options > Advanced.

Step 2 From Browsing, click Reuse Windows for Launching Shortcuts to uncheck it.

Step 3 Click Apply, then OK.

It is also possible that a moderator has used the Web Links tool to push a web page to meeting participants. In this case, the meeting console remains open, but another browser window opens in front of it. In this case, you can minimize or close the new browser window to return to the meeting console.

Problems Viewing Shared Content

If the participants can not see shared content and the Share tool window contains a blue cross-hatched pattern, the user sharing the content has covered the shared window or application with another window. The region or regions that you share must be visible on your desktop in order to be visible to other participants in the Share tool.

Problems Sharing in a Web Conference

Users are unable to share under the following circumstances:

•The user has Audience permissions. These meeting console permission levels allow users to view presentations, applications, and whiteboards, but not share.

•The user did not install the Cisco Unified Presenter Add-in.

•The user is attempting to share the screen or a document on the desktop by using the wrong endpoint. Users on Linux and Unix systems can not only share documents that are attached to the meeting or uploaded to the meeting console.

•The user is using Internet Explorer and chose not to accept the Cisco Unified MeetingPlace web certificate.

To collect diagnostic logs for the Cisco Unified Presenter Add-in on a client machine, do the following procedure:

Caution Logging heavily affects the performance of the meeting room client and Cisco Unified Presenter Add-in. Enable logging only while you are troubleshooting a problem, then disable it when you are done.

To Collect Diagnostic Logs for the Cisco Unified Presenter Add-in

Step 1 Open a new file in a text editor.

Step 2 Type PlayerLogging=1 and press Enter.

Step 3 Save the file as mms.cfg in the following location:

•On a Microsoft Windows machine, in the System32 folder of your Windows installation (for example, C:\Windows\System32\mms.cfg).

•On a Macintosh machine, in the MacintoshHD\Library\Application Support\Macromedia\ folder.

Debugging output is logged to <Drive>:\Documents and Settings\<your login name>\My Documents\ciscounifiedaddin6x0.log on Windows machines, or to your ~ folder on Macintosh machines.

Problems with Presentation Slides

If you find that your presentation slides do not look as good as the originals, note the following:

1. Keep in mind that the internal conversion tool for Web Conferencing uses a machine configuration-dependent graphics context to render images for presentations. The number of colors available in the system's graphics context is a particularly important limiting factor. For example, if the video driver for a server running Web Conferencing is set up to display 256 colors, images produced on that server are limited to 256 colors and slides are of reduced display quality.

2. Make sure that all of your corporate fonts and standard Microsoft fonts, including Microsoft PowerPoint fonts, are loaded on to the web server.

Tip The more complex the color and images, the slower the refresh. To improve refresh rates, try sharing and viewing without the background colors.

Problems with Collaborating

When the host of the web conference opens a document for collaboration, but the other participants are unable to take control, it can be due to the following:

•The participant who has control of the document has not clicked the Release Control button. Sometimes, this is required before another user can collaborate.

•The user does not have the appropriate meeting console permissions to collaborate. Only those with Presenter permissions can take control of any document being shared by the host.

Problems with Attachments and Recordings

See the following sections:

•What to Do If You Cannot Access Attachments From the External Web Server

•Problems with Files Attached by Using Other Cisco Unified MeetingPlace Clients

•Problems Accessing Meeting Recordings

•Problems Playing Windows Media Recordings or Attachments

What to Do If You Cannot Access Attachments From the External Web Server

If you cannot access attachments from the external web server, make sure of the following:

•The Cisco 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 Chapter 3 of the Installation and Upgrade Guide for Cisco Unified MeetingPlace Web Conferencing, at http://www.cisco.com/en/US/products/sw/ps5664/ps5669/prod_installation_guides_list.html.

Problems with Files Attached by Using Other Cisco Unified MeetingPlace Clients

If the meeting was scheduled from a different Cisco Unified MeetingPlace application or client, such as Cisco Unified MeetingPlace for Outlook or MeetingTime, the attachment needs to be downloaded from the Cisco Unified MeetingPlace Audio Server system to the web server. While the attachments are downloading, a "Processing Now..." status appears.

When you add a file as an attachment, that file is temporarily stored in the web server TEMP directory, typically mapped to C:\temp. If for any reason you cannot access this folder, or if the drive is full, your file attachment operation will fail.

Problems Accessing Meeting Recordings

Meeting recordings are converted into the desired audio and synchronized formats before you can post them. Files that are less than 1 GB can take up to six hours to convert. Files over 1 GB can take up to 12 hours to convert.

Note Always make sure that the meeting is over before attempting to access a recording. To end a meeting manually from the meeting console, choose Meeting > End Meeting. Only the meeting scheduler and users with System Manager privileges can end meetings using this menu option.

During the conversion process, a "Processing Now..." status image displays. 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.

If you are experiencing problems, do the following checks:

•Verify that the Replication Service and Audio Service are running. For more information, see the "About the Replication Service" section on page 3-3 and the "About Audio Conversion" section on page 3-9.

•From the Meeting Options page, 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.

•Go to the MeetingTime Review tab. Choose your meeting and click Attachments. If the recording attachment shows a length of 0, participants did not turn on the recording.

•Schedule a test meeting to check the audio conversion process by doing the following procedure. The success or failure of this test will give you more information as to the cause of your problem.

To Schedule a Test Meeting

Step 1 Open the Cisco Unified MeetingPlace Web Conferencing Eventlog (from the web server, right-click the Cisco Unified MeetingPlace icon in the system tray and choose eventlog).

Step 2 Schedule a test meeting. Join the meeting and start recording.

Step 3 Terminate the meeting after a few minutes (from MeetingTime or the meeting console).

Step 4 In the Eventlog window, verify the following activity pattern (the ID and file names are shown only as examples).
Fri Aug 13 16:42:39 2004 MPDatSvc (0x0B78) Information: Waiting for next 
conversion request
Fri Aug 13 16:42:39 2004 MPDatSvc (0x0B78) Information: Received response 
from audio service for \\SERVER\C$\\Program Files\Cisco
Systems\MPWeb\Meetings\1296\chimes_4336.mpv, result=1
Fri Aug 13 16:42:39 2004 mpaudsvc (0x0A00) Information: Conversion from WAV 
to WMA for C:\Program Files\Cisco Systems\MPWeb\Meetings\1296\chimes_4336.wav 
is done.
Fri Aug 13 16:42:39 2004 mpaudsvc (0x0A60) Success: Conversion from MPV to WAV 
for C:\Program Files\Cisco Systems\MPWeb\Meetings\1296\chimes_4336.wav is done.
Fri Aug 13 16:42:39 2004 MPDatSvc (0x0DD0) Information: 08/13/2004 - 16:42 : 
Replication Service Request Completed. Count-4329
Fri Aug 13 16:42:39 2004 mpv2wav InputFile=C:\Program Files\Cisco
Systems\MPWeb\Meetings\1296\chimes_4336, MPVFormat = 0, GenerateHdr=0
Fri Aug 13 16:42:39 2004 mpaudsvc (0x0A60) Information: Conversion from MPV to WAV 
started for C:\Program Files\Cisco Systems\MPWeb\Meetings\1296\chimes_4336.mpv.
Fri Aug 13 16:42:39 2004 mpaudsvc (0x0A60) Information: WaitTime is 21600000, based
on size of 2528 and ConvTimeOutMultiplyer of 0
Fri Aug 13 16:42:39 2004 mpaudsvc (0x0A60) Information: C:\Program Files\Cisco
Systems\MPWeb\Meetings\1296\chimes_4336.mp3
Fri Aug 13 16:42:39 2004 mpaudsvc (0x0A60) Information: C:\Program Files\Cisco
Systems\MPWeb\Meetings\1296\chimes_4336.mpv
Fri Aug 13 16:42:39 2004 MPDatSvc (0x0B78) Information: Submitting a request to 
audio service for \\SERVER\C$\\Program Files\Cisco
Systems\MPWeb\Meetings\1296\chimes_4336.mpv
Fri Aug 13 16:42:39 2004 MPDatSvc (0x0B78) Information: GetNextRequestForProcessing: 
found request mpv=\\SERVER\C$\\Program Files\Cisco
Systems\MPWeb\Meetings\1296\chimes_4336.mpv, nTries=0
Fri Aug 13 16:42:39 2004 MPDatSvc (0x0DD0) Information: AddToQ: mpv=\\SERVER\C$\\Program
Files\Cisco Systems\MPWeb\Meetings\1296\chimes_4336.mpv, nTries=0
Fri Aug 13 16:42:39 2004 MPDatSvc (0x0DD0) Information: DoConversion:
mpv=\\SERVER\C$\\Program Files\Cisco Systems\MPWeb\Meetings\1296\chimes_4336.mpv,
conferencenum=1296, attrefid=20
Problems Playing Windows Media Recordings or Attachments

If users are having difficulty playing recordings or attachments in Windows Media format, it could be due to one of the following:

•If the Windows Media Server is not installed on the same Windows machine as Cisco Unified MeetingPlace Web Conferencing, make sure that the mount point location is correct. Otherwise, your meeting recordings might not stream properly. For more information, see your Windows Help.

•Users can experience problems when listening to audio recordings and attachments in Windows Media format if Secure Sockets Layer (SSL) is turned on. To correct this issue, do the following procedure.

To Troubleshoot Problems with Recordings in Windows Media Format

Step 1 From the Windows Media Player Tools menu, choose Options > File Types.

Step 2 Click Windows Media file (asf) to uncheck it.

Step 3 Click OK and try playing your recording or attachment again. If you continue to have problems, try verifying the checks in the "Problems with Attachments and Recordings" section.

Problems with WebConnect

WebConnect is an automatic rollover feature that ensures the availability of Cisco Unified MeetingPlace resources for users. For additional information on this feature, see the "Configuring WebConnect" chapter.

See the following sections for additional troubleshooting details:

•What to Do If You Cannot Find a User Group

•What to Do If You Are Unable to Add Attachments or Invite People to a Meeting That Has Rolled

•What to Do If You Receive Warning Messages Related to WebConnect

•Resolving Error Messages Related to WebConnect

What to Do If You Cannot Find a User Group

If you cannot find the user group you are looking for when trying to assign a rollover map, make sure that you updated user groups as described in the "To Update User Groups" procedure on page 6-5. That way, information in both the Cisco Unified MeetingPlace database and the SQL Server database are synchronized when you try to access groups.

What to Do If You Are Unable to Add Attachments or Invite People to a Meeting That Has Rolled

WebConnect does not support rolled attachments or rolled invitees. To add attachments or invitees to a meeting that has rolled, navigate to the web server that is connected to the scheduling Cisco Unified MeetingPlace Audio Server system and add the attachment or invitees from there.

What to Do If You Receive Warning Messages Related to WebConnect

Warning:[22894] No rollover map or rollover map empty for the user.
Warning:[22897] Operation is tried on the local site only.
If you see the preceding warning messages when you access the Cisco Unified MeetingPlace Web Conferencing home page, the user belongs to a group that does not have a rollover map. The WebConnect feature requires that you assign all users to a group and all groups to a rollover map (even if the rollover map has only one site). For rollover map configuration instructions, see the "To Configure a Rollover Map" procedure on page 6-8.

Resolving Error Messages Related to WebConnect
Error Message    Cannot log in to site X with hostname X.
If you see the preceding error message, do the following procedure.

To Troubleshoot a WebConnect Login Error Message

Step 1 From your Internet Services Manager, verify that the web server on that host is started.

Step 2 From your Windows Services control panel, verify that the Cisco MeetingPlace Web Conferencing Service on the host is started.
Error Message    The user does not exist.
If you see the preceding error message, verify that the user profile information—particularly user ID, password, user group, and meeting categories (if used)—exists on all the sites within the user rollover map. If you do not have Cisco Unified MeetingPlace Directory Services installed, see the "Importing User Profile and Group Information" section in the applicable Administration Guide for Cisco Unified MeetingPlace Audio Server for manual profile synchronization procedures. The guide is available at http://www.cisco.com/en/US/products/sw/ps5664/ps5669/prod_maintenance_guides_list.html. For further information, see your Cisco support representative.

Problems with Secure Sockets Layer Security Warnings

Security Warning Name does not match the certificate.

If you receive the preceding security warning when you attempt to attend a meeting, it is possible that you did not define this web server properly. Do the following procedure.

To Define the Web Server

Step 1 Sign in to Cisco Unified MeetingPlace Web Conferencing with your System Manager-level user ID and password, then click Admin > Web Server.

Step 2 From the bottom portion of the page, click the name of the web server you want to modify. Information about this server populates the top portion of the page.

Step 3 For Hostname [Home Page], enter the Fully Qualified Domain Name (FQDN) of your web server. If this field contains just the hostname of your web server, change it to the FQDN, that is, hostname.domain.com. This value must match the value in the SSL certificate.

Step 4 Repeat Step 3 for Hostname [Web Conferencing].

Step 5 Click Submit.

About Microsoft System Updates or Patches and the Cisco MCS

Do not apply operating system updates or patches directly from Microsoft on your Cisco MCS. Cisco qualifies such updates and patches for its applications and then makes them available to customers. Customers can sign up to be proactively notified of available updates through the following URL: http://www.cisco.com/warp/public/779/largeent/software_patch.html.

Deleting Files in IIS

Deleting the default SMTP virtual server or the Administration website in IIS does not have any effect on Cisco Unified MeetingPlace Web Conferencing web pages.

Subfolders under wwwroot, such as images, _private, _vti_cnf, _vti_log, _vti_pvt, _vti_script and _vti_txt folders all come from Microsoft FrontPage. Deleting these subfolders can cause difficulty with Microsoft FrontPage when publishing to that server.

Parent Paths are enabled in the Default website, the MPWeb virtual directory and the cgi-bin virtual directory. Enabling Parent Paths allows anonymous users to use `..' to move from the current directory to the parent. Disable this function to prevent such users from traversing the directory tree.