Table Of Contents
Troubleshooting and Getting Help in Cisco Unified MeetingPlace
How to Get Help
Finding Information About Your Cisco Unified MeetingPlace Environment
Finding End-User Documentation
Accessing Cisco WebEx User Documentation
Getting Help From an Attendant
How to Resolve Log In Problems
Cannot Log In Through the Phone
Prompted for Profile Password During Outdial
Cannot Remember My Phone Profile Number
Nothing Happens After Login
Cannot Log In with the Same User Name
Cannot See Log In Entries
Error Message: Session in Use
How to Resolve Scheduling Problems
Cannot See the Schedule Link
Error Message: Schedule Meeting Failed
Cannot Schedule Web Meeting
Error Message: Meeting ID is Unavailable
No Notifications After Updating Microsoft Outlook-Scheduled Meeting
Error Message: Different Meeting
Error Message: Guest Profile Cannot be Used
How to Resolve Find Meeting Problems
Cannot See the Find Link
My Meetings Option is Unavailable
Cannot Find a Meeting
Cannot Find the Recording for a Meeting
Meeting is Missing
How to Resolve Meeting Notification Problems
Scheduler Does Not Receive Meeting Notifications
Invitees Do Not Receive Meeting Notifications
How to Resolve Password Problems
No User ID or Password
Forgotten Password
Password Does Not Work
Do Not Have Meeting Password
How to Resolve Join Meeting Problems
Unable to Outdial From Cisco WebEx Meeting Room
Meeting Access Issues
Meeting Still Available 30 Minutes After End
Error Message: Meeting ID Not Found
Error Message: No System Resources Available
System Does Not Call Me for Meetings
Error Message: Too Soon to Attend
How to Resolve Problems Joining the Web Meeting Room
Cannot Join Web Meeting Room
Error Message: Session is Stale
Repeated Prompts to Download Adobe Flash Player
Cannot Join a Locked Meeting
How to Resolve Problems During a Meeting
Clicking Sounds While the Meeting Console Is Loading
Meeting Console Disappears
Setting Internet Explorer to Not Reuse Windows
Permissions Are Incorrect
No Presenter Permissions
Users Cannot See My Actions
Unstable Web Meeting Room
Screen Objects Missing
Volume Controls Are Disabled
Participant Listed Twice
Cannot Install Cisco Unified Presenter Add-in
How to Resolve Problems When Sharing Content
Cannot Share Content
Collecting Diagnostic Logs for the Cisco Unified Presenter Add-in On a Client Machine
Other Users Cannot See My Application
Shared Document Does Not Appear
Cannot Share Certain Types of Content
Cannot Take Control of a Document
Black Screen
Blue Box Appears
Text in Share Window is Too Small
How to Resolve Voice Meeting Problems
Difficulty Hearing Participants
Poor Audio Quality While Using Soft Phone Endpoint
Excessive Background Noise
Names Missing from Announcements
Phone Key Commands Do Not Work
How to Resolve Video Meeting Problems
Video Camera Does Not Launch
Cannot See Image When Using Cisco Unified Video Advantage
Time Delay When Switching Between Active Speakers
Video Meeting Ended Abruptly
How to Resolve Problems with PhoneView
Log In Issue
Session Times Out
Cannot Access In-Session Features
Softkey Button Changes
How to Resolve Cisco WebEx Meeting Problems
Expelled Participant Still Appears in Participant List
Error Message: A WebEx Meeting is Already in Progress
User Cannot Dial Out from the Cisco WebEx Meeting Room
Extra Meeting Notifications
Error Message: Error Scheduling Meeting
Reconnecting to a Cisco WebEx Meeting
Reasons You Might be Removed from a Web Meeting
Troubleshooting and Getting Help in Cisco Unified MeetingPlace
Release: 7.0
Revision Date: March 4, 2009 5:17 pm
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How to Get Help
•How to Resolve Log In Problems
•How to Resolve Scheduling Problems
•How to Resolve Find Meeting Problems
•How to Resolve Meeting Notification Problems
•How to Resolve Password Problems
•How to Resolve Join Meeting Problems
•How to Resolve Problems Joining the Web Meeting Room
•How to Resolve Problems During a Meeting
•How to Resolve Problems When Sharing Content
•How to Resolve Voice Meeting Problems
•How to Resolve Video Meeting Problems
•How to Resolve Problems with PhoneView
•How to Resolve Cisco WebEx Meeting Problems
•Reasons You Might be Removed from a Web Meeting
How to Get Help
•Finding Information About Your Cisco Unified MeetingPlace Environment
•Finding End-User Documentation
•Accessing Cisco WebEx User Documentation
•Getting Help From an Attendant
Finding Information About Your Cisco Unified MeetingPlace Environment
Click Help > About Cisco Unified MeetingPlace to display information about your Cisco Unified MeetingPlace environment, including the version of the Cisco Unified Presenter Add-in you are using (if any) and the version of Cisco Unified MeetingPlace Web Conferencing.
Finding End-User Documentation
Documentation for end users of Cisco Unified MeetingPlace includes online help links in the application, a PDF version of the online help, and Quick Start Guides.
For the latest version of all end-user documentation visit the following:
http://www.cisco.com/en/US/products/sw/ps5664/ps5669/products_user_guide_list.html
Accessing Cisco WebEx User Documentation
Depending on system configuration and user profile settings, you might have the option to access the Cisco WebEx home page and download Cisco WebEx user documentation.
Note Only use the My WebEx link to access Cisco WebEx meeting recordings and user documentation. Enabling other features from the My WebEx link is not supported.
Before You Begin
Sign in to Cisco Unified MeetingPlace as a profiled user. If you see the My WebEx link on the home page, complete this procedure.
Procedure
Step 1 Click My WebEx.
Step 2 Click Meeting Center.
Step 3 Click Support.
Step 4 Click User Guides.
Step 5 Select a document from the list of user guides.
Step 6 Select a document format.
Step 7 View or download the documentation.
Getting Help From an Attendant
If your organization has enabled the live attendant feature, you can obtain human assistance by telephone.
Before You Begin
•Know what version of Cisco Unified MeetingPlace you are using. From the web meeting room, click Help > About Cisco MeetingPlace.
•Know what version of the Flash Player you are using. Right-click anywhere in the web meeting room and choose About Macromedia Flash Player 7 then click OK.
Procedure
Step 1 Press #, then 0 if you are in a voice meeting.
Step 2 If you are not in a voice or video meeting, dial the Cisco Unified MeetingPlace phone number.
Step 3 Press #.
Step 4 Press 0.
How to Resolve Log In Problems
•Cannot Log In Through the Phone
•Prompted for Profile Password During Outdial
•Cannot Remember My Phone Profile Number
•Nothing Happens After Login
•Cannot Log In with the Same User Name
•Cannot See Log In Entries
•Error Message: Session in Use
Cannot Log In Through the Phone
Problem I cannot log in to by phone or by using Cisco Unified MeetingPlace PhoneView on my Cisco Unified IP Phone, or I get an error when I log in ("user not recognized" or "profile does not exist.")
Possible Cause Your profile is not initialized in the Cisco Unified MeetingPlace system.
Solution Go first to your Cisco Unified MeetingPlace web URL and log in using your user ID and password to initialize your profile. Then try to log in again through your standard or Cisco Unified IP Phone.
Prompted for Profile Password During Outdial
Problem When I use the outdial feature to attend a meeting, I get prompted to enter a password for a meeting that does not require one.
Possible Cause Your profile password has expired and the system requires you to change it before
allowing you access to the meeting.
Solution Enter your profile password then follow the voice prompts to change your password.
Cannot Remember My Phone Profile Number
Problem I cannot log in to Cisco Unified MeetingPlace by telephone because I cannot remember my phone profile number.
Solution If you know your Web user ID and password, do the following:
Step 1 Sign in to Cisco Unified MeetingPlace.
Step 2 Click Profile.
If you do not know your Web user ID and password, contact your system administrator.
Nothing Happens After Login
Problem I have logged in, and nothing is happening.
Possible Cause When you log in as a guest you may need approval. An approval message will be
presented to the host. If the request is declined, entrance to the meeting is not possible and a message
stating that the request was declined is displayed.
Solution Contact the meeting presenter or organizer if you should have access.
Cannot Log In with the Same User Name
Problem I checked Remember Me and I need to log in with a different user ID.
Solution
Step 1 Click Log Off from the top of any page.
Step 2 Enter the other user ID and password.
Step 3 Uncheck Remember Me.
Step 4 Click Log In.
Related Topic
•How to Resolve Password Problems
Cannot See Log In Entries
Problem I checked Remember Me and now when I try to log in, my log-in entries get erased and I cannot log in.
Solution
Step 1 Close the browser window.
Step 2 Open a new browser window.
Step 3 Enter the URL of your Cisco Unified MeetingPlace again.
Error Message: Session in Use
Problem I get a session in use error when I try to log in.
Solution Click Force New Login on the login page.
How to Resolve Scheduling Problems
•Cannot See the Schedule Link
•Error Message: Schedule Meeting Failed
•Cannot Schedule Web Meeting
•Error Message: Meeting ID is Unavailable
•No Notifications After Updating Microsoft Outlook-Scheduled Meeting
•Error Message: Different Meeting
•Error Message: Guest Profile Cannot be Used
Cannot See the Schedule Link
Problem After entering the URL for my Cisco Unified MeetingPlace server, I see the Cisco Unified MeetingPlace home page but a number of links and button, including Schedule and Find, are missing.
Possible Cause You are accessing the incorrect URL.
Solution See Cannot See the Find Link.
Error Message: Schedule Meeting Failed
Problem When I try to schedule a meeting, I receive this error: "Schedule meeting failed."
Solution The system was unable to schedule your meeting for the reason indicated on your screen. Use the tips provided to try again to reschedule your meeting. Some common reasons for scheduling failure include:
•You did not enter all the required information.
•If you specified a meeting ID, it is not unique for the date, time, and duration for which you are scheduling the meeting. Try changing the meeting ID.
•There are not enough resources available on the system at the date and time for which you are trying to schedule the meeting. Try choosing a different date or time or entering a smaller number of participants, if possible.
Cannot Schedule Web Meeting
Problem I am trying to schedule a meeting with both web and audio. When I click Schedule, I get a system message asking if I want to schedule an audio-only meeting.
Possible Cause Web meetings are dependent on the availability of web licenses. If you try to
schedule a meeting when there are not enough web licenses available, the system will give you the
option to schedule a meeting with audio only.
Solution If an audio-only meeting is not suitable, try to change the time or date of your meeting or consider limiting your list of participants.
Error Message: Meeting ID is Unavailable
Problem I'm trying to schedule a meeting with a certain meeting ID, but I receive an error that the meeting ID is unavailable. I know that there are no other meetings that include that meeting ID at the time I am trying to schedule.
Solution To allow participants to join a meeting shortly before the meeting officially begins, and to enable a meeting to be extended if necessary, the actual duration that the system reserves for a meeting might exceed the time that the scheduler specifies. Therefore, it might not be possible to schedule two meetings that include the same meeting ID very close together. The system administrator makes the settings that affect this functionality.
No Notifications After Updating Microsoft Outlook-Scheduled Meeting
Problem I scheduled a meeting using Microsoft Outlook and then modified the meeting using another interface, but none of the invitees received an updated meeting notification.
Solution When you schedule a meeting using Microsoft Outlook and then modify or delete the meeting using a different interface, such as the web, the system does not send out updated notifications.
Error Message: Different Meeting
Problem You see the following error message: The meeting being scheduled is different than the one in Cisco Unified MeetingPlace Web Conferencing.
Possible Cause 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.
Solution Use the Find Meeting tab to see if your meeting was scheduled before attempting to schedule the meeting again.
Error Message: Guest Profile Cannot be Used
Problem You see the following error message: Guest profile is reserved for system use and cannot be used for current operation.
Possible Cause Your meeting was scheduled to only allow Cisco Unified MeetingPlace profile
users. No guests are allowed.
Solution Reschedule the meeting allowing guest users.
How to Resolve Find Meeting Problems
•Cannot See the Find Link
•My Meetings Option is Unavailable
•Cannot Find a Meeting
•Cannot Find the Recording for a Meeting
•Meeting is Missing
Cannot See the Find Link
Problem After entering the URL for my Cisco Unified MeetingPlace server, I see the Cisco Unified MeetingPlace home page but a number of links, including Schedule and Find, are missing.
Possible Cause It is possible that your Cisco Unified MeetingPlace system is configured for both
internal (on the company network) and external (Internet) access and that you have accessed the
URL for external access.
Solution Check the URL you entered and make sure that it is directed to go to the internal system. This might require you to contact the meeting scheduler or system administrator.
My Meetings Option is Unavailable
Problem I want to find my meetings, but the My Meetings option does not appear on the Find Meeting page.
Solution Make sure that you are logged in with your Cisco Unified MeetingPlace user ID and password.
Cannot Find a Meeting
Problem I cannot find a meeting I just scheduled.
Solution Try refreshing the page to make sure you are viewing the most current data.
Cannot Find the Recording for a Meeting
Problem I am entering the meeting ID for a meeting I attended so that I can access the recording, but the system is giving me the following error message: Error:[5164] No Mtg was found with the specified Mtg ID.
Possible Cause You are trying to access a meeting that took place over 24 hours ago on an external
web server.
Solution Sign in to the internal web server and search for the same meeting. The meeting should appear as a Past meeting and the recording should be available as part of the meeting.
Meeting is Missing
Problem The meeting I am looking for does not appear on the list, but I expect the meeting to be there.
Solution Try the following solutions:
•The list of meetings might be too long to fit on one screen. Click the links at the bottom to see more meetings in the list.
•Make sure you have selected the correct radio button for the meeting - Past - Today's - Future.
•Check the date range of your search. Be sure you entered the year using four digits.
•The meeting you are searching for might not be a published meeting.
How to Resolve Meeting Notification Problems
•Scheduler Does Not Receive Meeting Notifications
•Invitees Do Not Receive Meeting Notifications
Scheduler Does Not Receive Meeting Notifications
Problem I am not receiving meeting notifications to meetings that I am invited to.
Solution Try the following solutions:
•Ensure that your e-mail address is entered correctly in your profile.
•The meeting scheduler might have entered your e-mail address incorrectly when scheduling the meeting. Contact the scheduler to verify your e-mail address.
•Your system administrator might have set options that prevent you from receiving some or all meeting notifications. Contact your system administrator.
•Network or other problems might exist. Contact your system administrator.
Invitees Do Not Receive Meeting Notifications
Problem Some or all of the people I invite to my meetings do not receive notifications or updated invitations.
Solution The system automatically sends updated meeting notifications if any of the following changes:
•Start time
•Meeting ID
•Password
•List of invitees
No other changes will generate a notification. If you made one of the listed changes and still have a notification issue, consider the following:
•The e-mail addresses of your invitees might not be entered correctly in their profiles. Alert invitees who do not receive the notifications, and recommend that they check the addresses in their profiles.
•You might not have entered the e-mail addresses of your invitees correctly when you scheduled the meeting. Verify the addresses of invitees who do not receive the notifications.
•Your system administrator might have set options that prevent some recipients from receiving some or all meeting notifications, or that prevent e-mail notifications from being sent when you schedule or reschedule meetings. Contact your system administrator.
Related Topic
•Inviting Participants During the Scheduling Process in the Inviting Participants to a Meeting module
How to Resolve Password Problems
•No User ID or Password
•Forgotten Password
•Password Does Not Work
•Do Not Have Meeting Password
No User ID or Password
Problem I don't have a user ID or password to get into a meeting.
Solution Contact your administrator to request a user ID or password. Some meetings allow guest logins; other meetings may allow guests, but only with the approval of the host/moderator, which may take a few minutes.
Forgotten Password
Problem I cannot remember my password.
Solution Contact your system administrator.
Password Does Not Work
Problem My password does not work.
Solution Check the following:
•Passwords are case sensitive. Make sure Caps Lock is not on.
•Make sure you entered the correct password; every profiled user has two passwords: one for logging in over the web and one for logging in using the telephone.
•Contact your account administrator to verify access for the account.
Related Topic
•Your User IDs and Passwords in the Welcome to Cisco Unified MeetingPlace module
Do Not Have Meeting Password
Problem I do not have the meeting password.
Solution Check to see if the password is specified in an e-mailed meeting invitation. If it is not, or you did not receive a meeting notifications, contact the meeting scheduler.
How to Resolve Join Meeting Problems
•Unable to Outdial From Cisco WebEx Meeting Room
•Meeting Access Issues
•Meeting Still Available 30 Minutes After End
•Error Message: Meeting ID Not Found
•Error Message: No System Resources Available
•System Does Not Call Me for Meetings
•Error Message: Too Soon to Attend
Unable to Outdial From Cisco WebEx Meeting Room
Problem When I click Join Teleconference from the Cisco WebEx meeting room, I get the following error message: Error attempting to communicate with the telephony.
Possible Cause The time difference between the Cisco WebEx server and the
Cisco Unified MeetingPlace server is too long (over 6 minutes) and is causing authentication
between the two servers to fail.
Solution Contact your system administrator.
Meeting Access Issues
Problem I cannot access the meeting.
Solution First, check the following items:
•Are you connected to the Internet?
•Are you accessing the correct URL?
•Have you registered for the event or seminar?
•Did you change your password recently?
Then, try the following actions:
•Try accessing the meeting as a registered user or guest.
•Disable popup blocker software.
•Clear the your web browser cache.
•Try connecting from another computer.
Meeting Still Available 30 Minutes After End
Problem I scheduled a meeting to last for one hour. No one attended, but the meeting is still available 30 minutes after the meeting was supposed to end.
Possible Cause The system is configured to release ports for a meeting 30 minutes after the meeting
is scheduled to end.
Solution Do nothing. This is normal behavior. If you know that the meeting will be unattended, make sure that you cancel the meeting before it starts to release the scheduled ports.
Error Message: Meeting ID Not Found
Problem I am on the Cisco Unified MeetingPlace web page. When I enter the meeting ID, I get an error message: Meeting ID not found.
Possible Cause It is possible that your Cisco Unified MeetingPlace system is configured for both
internal (on the company network) and external (Internet) access and that you have accessed the
URL for external access.
Solution Check the URL you entered and make sure that it is directed to go to the internal system. This might require you to contact the meeting scheduler or system administrator. If you know the URL for the internal system, try using your meeting ID on that web site.
Error Message: No System Resources Available
Problem I am trying to join a web meeting, but see an error message similar to "No system resources available for operation."
Possible Cause Your system does not have enough web conferencing licenses available.
Solution Contact your system administrator to have more web conferencing licenses added to your system or wait until some licenses become available (such as when other end users have finished their web meetings).
System Does Not Call Me for Meetings
Problem The system does not automatically call me in to the meeting but I expect it.
Possible Cause There might be a problem with your profile configuration regarding how the system
finds you for a meeting.
Solution Contact your system administrator to review your profile configuration.
Error Message: Too Soon to Attend
Problem I get an error message that states "Too soon to attend" when I try to join the web meeting from a click to attend link in a meeting notification.
Possible Cause Unknown.
Solution
Step 1 Open a browser.
Step 2 Enter the Cisco Unified MeetingPlace URL.
Step 3 Click Find Meeting.
Step 4 Click the Meeting ID.
Step 5 Click Connect.
Related Topic
•How to Attend a Meeting in Attending a Meeting module
How to Resolve Problems Joining the Web Meeting Room
Note This section deals primarily with problems you may encounter in the Cisco Unified MeetingPlace web meeting room. If you are using the Cisco WebEx integration with WebEx scheduling option, use the help available from within the Cisco WebEx web meeting room or from WebEx.com to find information regarding various Cisco WebEx features and functions.
•Cannot Join Web Meeting Room
•Error Message: Session is Stale
•Repeated Prompts to Download Adobe Flash Player
•Cannot Join a Locked Meeting
Cannot Join Web Meeting Room
Problem I cannot join the Cisco Unified MeetingPlace web meeting room.
Possible Cause Unknown.
Solution Try the following solutions:
•Run the browser test to be sure your computer and software are compatible with the web meeting room.
•If you downloaded the correct version of the Adobe Flash Player during the browser test, then after it is installed, close all browser windows, open a new browser window, and try again to connect to the meeting.
•Verify that your internet connection is working properly by verifying that you can connect successfully to other web sites.
•Disable any pop-up blockers or unblock the Cisco Unified MeetingPlace URL to access the meeting.
•Try clearing the cache of your browser.
•Try connecting from another computer.
•There might be issues on the side of the meeting presenter or an issue with the event.
•Your system might not have enough capacity to accommodate you. You can try again later to join the web portion of your meeting and see if capacity has become available.
Possible Cause You are trying to join a meeting through the internal Cisco Unified MeetingPlace
server when you are not logged in to the company network.
Solution Check the e-mail notification and click the external meeting URL.
Possible Cause You are trying to access the meeting from behind a proxy server and you are using
Microsoft Internet Explorer.
Solution Do the following:
Step 1 Open a Microsoft Internet Explorer browser window.
Step 2 Choose Tools > Internet Options > Advanced.
Step 3 Check Use HTTP 1.1 through proxy connections and click OK.
Step 4 Close all browser windows then re-open them.
Step 5 Try again to connect to the meeting.
Possible Cause You do not have the correct version of the Flash Player and you cannot obtain it from the Browser Test.
Solution Do the following:
Step 1 Open a web browser and go to http://www.macromedia.com/shockwave/download/download.cgi?P1_Prod_Version=ShockwaveFlash.
Step 2 Click Install Now.
Step 3 Close all browser windows.
Step 4 Reopen browser windows.
Step 5 Try again to connect to the meeting.
Troubleshooting Tip
If you still cannot join the web meeting room, contact your Cisco Unified MeetingPlace system administrator.
Related Topic
•Preparing to Attend a Cisco Unified MeetingPlace Meeting for the First Time in Attending a Meeting module
Error Message: Session is Stale
Problem You see the following error message: Session is stale.
Possible Cause 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.
Possible Cause 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.
Solution Cisco Unified MeetingPlace 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.
Repeated Prompts to Download Adobe Flash Player
Problem I have already downloaded the Adobe Flash Player and Cisco Unified MeetingPlace is prompting me to download it again.
Solution If you have multiple browsers installed on your computer, the system will prompt you to download the Adobe Flash Player the first time you use each browser to join the web meeting room.
Cannot Join a Locked Meeting
Problem I have requested to join a locked meeting but nothing is happening. I know that I am welcome in the meeting.
Solution See Requesting Entry to a Locked Cisco Unified MeetingPlace Meeting in Attending a Meeting module.
How to Resolve Problems During a Meeting
Note This section deals primarily with problems you may encounter in the Cisco Unified MeetingPlace web meeting room. If you are using the Cisco WebEx integration with WebEx scheduling option, use the help available from within the Cisco WebEx web meeting room or from WebEx.com to find information regarding various Cisco WebEx features and functions.
•Clicking Sounds While the Meeting Console Is Loading
•Meeting Console Disappears
•Permissions Are Incorrect
•No Presenter Permissions
•Users Cannot See My Actions
•Unstable Web Meeting Room
•Screen Objects Missing
•Volume Controls Are Disabled
•Participant Listed Twice
•Cannot Install Cisco Unified Presenter Add-in
Clicking Sounds While the Meeting Console Is Loading
Problem I hear clicking while my meeting console is loading or when a presentation is refreshing.
Possible Cause The volume on your computer is too high.
Solution Turn this sound off by adjusting the volume control through your Control Panel.
Meeting Console Disappears
Problem My meeting console disappeared when I clicked a link in Microsoft Word or Outlook.
Possible Cause 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.
Solution Either refrain from clicking links in other applications while you are in a web conference, or set Internet Explorer to not reuse windows. See Setting Internet Explorer to Not Reuse Windows.
Possible Cause A moderator has used the Web Links tool to push a web page to meeting participants.
Solution In this case, the meeting console remains open, but another browser window opens in front of it. In this case, minimize or close the new browser window to return to the meeting console.
Setting Internet Explorer to Not Reuse Windows
Procedure
Step 1 From your Internet Explorer, go to Tools > Internet Options > Advanced.
Step 2 Scroll down to the Browsing section.
Step 3 Click Reuse Windows for Launching Shortcuts to uncheck it.
Step 4 Click Apply.
Step 5 Click OK.
Permissions Are Incorrect
Problem I am a profiled user but I enter the Cisco Unified MeetingPlace web meeting room with only Presenter permissions. I expected to have Moderator permissions.
Solution Make sure that you logged in as a profiled user. If you enter as a guest user, you will have only Presenter permissions.
No Presenter Permissions
Problem I am supposed to be a presenter, but I logged in to the Cisco Unified MeetingPlace web meeting as a participant.
Solution If you are logged in as a guest, exit the meeting and log in as a profile user. If you are designated as a presenter for the meeting, you may need to log in with your user profile account to receive the proper permissions. If after logging in as a profile user you still do not have Presenter permissions, contact the meeting moderator or the Cisco Unified MeetingPlace administrator.
Users Cannot See My Actions
Problem Participants are not seeing my actions in the Cisco Unified MeetingPlace web meeting.
Solution Check the participant list to make sure that you are a presenter. Presenters are listed with a presenter icon (person in front of a presentation board) at the beginning of each name. Also make sure you are not in Preparing mode, because actions are not visible to participants in this mode. Send a message to the host asking for presenter status or try logging in as a registered user.
Be aware that participant requests may not be seen by the presenter. Moderator and presenters should pay attention to the status and menu bars, and choose to accept sign-in requests.
Unstable Web Meeting Room
Problem My Cisco Unified MeetingPlace web meeting room is breaking up or redrawing very slowly, or does not stay connected.
Solution Try the following solutions:
•Make sure that you are not using any other applications or processes that are network-intensive. For example, do not download video files from the Internet while you are attending a meeting.
•Click Help > Connection Status to verify that your connection is adequate. If not, try choosing a lower bandwidth.
•If you are attending through a modem connection, make sure that you are not doing any other activity that uses the available modem bandwidth.
•If you continue to experience network connection problems, ask a meeting moderator to reduce the speed of the web meeting room connection.
Related Topics
•Changing Your Connection Speed to the Web Meeting Room in the Managing Your Cisco Unified MeetingPlace Web Meeting module
•Optimizing the Web Meeting Room Bandwidth in the Managing Your Cisco Unified MeetingPlace Web Meeting module
Screen Objects Missing
Problem Buttons and options are missing from my view of the Cisco Unified MeetingPlace web meeting room.
Solution You might not have the permission level that you expect to have. Users with Audience or Presenter permissions have fewer privileges in the web meeting room than those with Moderator permissions. You can send a message to a moderator, or ask in the meeting, to request a different permission level.
Volume Controls Are Disabled
Problem The option to mute a participant is dimmed in the Cisco Unified MeetingPlace participant list.
Solution
•If the participant has not already joined using the telephone, audio options are not available when the name of that participant is selected.
•If the participant has joined the web and voice meetings separately, the participant will be listed twice unless a moderator has merged the instances. The audio controls will be dimmed if you select the instance that has joined the web meeting. To modify audio options, first merge the two instances, or select the instance that has joined the voice meeting.
•If you have selected multiple participants in the list, if any of the selected participants displays in the list as a web-only participant, deselect that entry in the list.
Related Topic
•Merging Two Instances of a Participant in the Participant List in the Managing Your Cisco Unified MeetingPlace Web Meeting module
Participant Listed Twice
Problem A participant displays twice in the Cisco Unified MeetingPlace participant list.
Possible Cause This can be caused by one of the following:
•A participant has dialed in to join the meeting instead of having the system dial out to him.
•A guest user has dialed in to the meeting, been renamed in the participant list, then left the meeting. If the guest dials in again, the person enters as a separate entity.
•A participant has entered the audio/video and web meetings separately, entering one instance as a profiled user (by logging in), and the other as a guest (without logging in). Or the participant has entered both instances as a guest.
Solution If you have Moderator permissions, merge the two entries that are known to be the same participant.
Related Topic
•Merging Two Instances of a Participant in the Participant List in the Managing Your Cisco Unified MeetingPlace Web Meeting module
Cannot Install Cisco Unified Presenter Add-in
Problem I get an error when I try to download the Cisco Unified Presenter Add-in from inside the web meeting room.
Possible Cause You might lack the appropriate permissions to install an application on a local hard
drive or some antivirus software is preventing the installation of an executable file on a local hard
drive.
Solution Contact your system administrator to assist you with your permissions or antivirus software configuration.
Related Topic
•Installing the Cisco Unified Presenter Add-in in the Sharing a Screen, Documents or Whiteboard in Cisco Unified MeetingPlace module
How to Resolve Problems When Sharing Content
•Cannot Share Content
•Other Users Cannot See My Application
•Shared Document Does Not Appear
•Cannot Share Certain Types of Content
•Cannot Take Control of a Document
•Black Screen
•Blue Box Appears
•Text in Share Window is Too Small
Cannot Share Content
Problem I am unable to share content during my Cisco Unified MeetingPlace web meeting.
Possible Cause You have Audience permissions. This allows you to view presentations,
applications, and whiteboards, but not share.
Solution Roll your mouse over the icons to the left of your name to see your permission level. If your permissions are incorrect, ask the moderator of your meeting to change your permission to Moderator.
Possible Cause You did not install the Cisco Unified Presenter Add-in.
Solution Install the Cisco Unified Presenter Add-in. For information, see Installing the Cisco Unified Presenter Add-in in the Sharing a Screen, Documents or Whiteboard in Cisco Unified MeetingPlace module.
Possible Cause You are attempting to share the screen or a document on the desktop by using the
wrong endpoint. Users on Linux and Unix systems can only share documents that are attached to the
meeting or uploaded to the meeting console.
Solution None.
Possible Cause You are using Internet Explorer and chose not to accept the
Cisco Unified MeetingPlace web certificate.
Solution Close your browser and access the meeting again. Choose to accept the web certificate.
Problem You have downloaded the Cisco Unified Presenter Add-in but cannot share.
Possible Cause There is an issue with the Cisco Unified Presenter Add-in.
Solution Collect diagnostic logs on the client machine and send to your Cisco support representative. See Collecting Diagnostic Logs for the Cisco Unified Presenter Add-in On a Client Machine.
Collecting Diagnostic Logs for the Cisco Unified Presenter Add-in On a Client Machine
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.
Procedure
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.
Other Users Cannot See My Application
Problem Participants cannot see the application I am sharing.
Solution The shared application must be visible on your screen at all times. If an unshared application is open and covering the shared application on the screen of the sharing presenter, meeting participants will not see portions of the shared application covered by the unshared application but will instead see a blue-checkered pattern.
Shared Document Does Not Appear
Problem My document is not appearing in the Cisco Unified MeetingPlace web meeting.
Possible Cause You may not have uploaded the document into the meeting room.
Solution See How to Share a Document in the Sharing a Screen, Documents or Whiteboard in Cisco Unified MeetingPlace module.
Cannot Share Certain Types of Content
Problem I am unable to show content such as Word documents, Excel spreadsheets, or web pages during my Cisco Unified MeetingPlace web meeting.
Solution Confirm that you are a host or presenter and have the Cisco Unified Presenter Add-in installed. Presenters must share their screen in order to show this type of content.
Tip To share web pages, use the Web Links tool, which will allow all participants to launch the web page in a separate browser window. See How to Use the Web Links Tool in the Managing Your Cisco Unified MeetingPlace Web Meeting module.
Cannot Take Control of a Document
Problem The host of the web conference opens a document for collaboration, but the other participants are unable to take control.
Possible Cause The participant who has control of the document has not clicked the Release Control
button. Sometimes, this is required before another user can collaborate.
Solution Ask the participant who has control of the document to click the Release Control button.
Possible Cause The user does not have the appropriate meeting console permissions to collaborate.
Solution None. Only those with Presenter permissions can take control of any document being shared by the host.
Black Screen
Problem Sometimes a black screen appears when someone is sharing.
Solution This is normal. The Share tool area is black while the presenter selects the content to share.
Blue Box Appears
Problem I am sharing my screen, but participants see only a blue box with a checked pattern.
Possible Cause You are hiding the application that you want to share with other applications or
documents on your screen.
Solution If you are sharing one application in the Cisco Unified MeetingPlace web meeting, rather than the entire screen, that application must be visible on your screen at all times. Click the document or application that you want to share in order to bring it to the front for sharing.
Related Topic
•Sharing a Screen During a Meeting in the Sharing a Screen, Documents or Whiteboard in Cisco Unified MeetingPlace module
Text in Share Window is Too Small
Problem I am sharing my screen, and the text in the share window is too small for participants to see.
Solution Click the button at the bottom of the Share window, which restores the shared content to the original size. The shared content also becomes scrollable again.
How to Resolve Voice Meeting Problems
•Difficulty Hearing Participants
•Poor Audio Quality While Using Soft Phone Endpoint
•Excessive Background Noise
•Names Missing from Announcements
•Phone Key Commands Do Not Work
Difficulty Hearing Participants
Problem Some voices are very low and no one can hear them.
Solution Ask the participant to increase the volume on their phone.
Poor Audio Quality While Using Soft Phone Endpoint
Problem You are attending a web meeting over your computer and a soft phone product, such as Cisco Unified Personal Communicator or Cisco IP Communicator. There is a presentation taking place. The audio is either choppy or garbled.
Possible Cause The soft phone application, along with the presentation activity, is increasing the
CPU usage beyond its 80% usage threshold. The increased latency is resulting in choppy or garbled
audio for the presenter and for those participating in the meeting.
Solution Try the following solutions:
•Make sure that you are not using any other applications or processes that are network-intensive. For example, do not download video files from the Internet while you are attending a meeting.
•Click Help > Connection Status to verify that your connection is adequate. If not, try choosing a lower bandwidth.
•If you are attending through a modem connection, make sure that you are not doing any other activity that uses the available modem bandwidth.
•If you continue to experience network connection problems, ask a meeting moderator to reduce the speed of the web meeting room connection.
Related Topics
•Changing Your Connection Speed to the Web Meeting Room in the Managing Your Cisco Unified MeetingPlace Web Meeting module
•Optimizing the Web Meeting Room Bandwidth in the Managing Your Cisco Unified MeetingPlace Web Meeting module
Excessive Background Noise
Problem There is a lot of unwanted noise in the meeting.
Solution Do the following:
Step 1 Determine the source of the noise by seeing whose name appears in the Who's Speaking section of the Participant List.
Step 2 Mute the offending line.
Related Topics
•Enabling Private Chat for the Audience in the Managing Your Cisco Unified MeetingPlace Web Meeting module
Names Missing from Announcements
Problem I do not hear the names of some participants when they enter or exit the meeting, even though the announcement options are set to Beep + Name.
Possible Cause The name of the participant was probably not recorded when the participant logged
in to the system. All participants are prompted to record their name when they join a meeting
through an audio connection.
Solution If you require that all participants in the audio portion of your meeting identify themselves by name, tell the participants that they must record their names when they hear the prompt.
Phone Key Commands Do Not Work
Problem I am trying to use telephone commands, but nothing happens when I press the number buttons.
Solution The system will not allow you to enter commands from the telephone keypad when information about meetings or participants is visible on the telephone screen. For a workaround, see Tips for Using Cisco Unified MeetingPlace with Your Cisco Unified IP Phone in the Using PhoneView With Cisco Unified MeetingPlace module.
How to Resolve Video Meeting Problems
•Video Camera Does Not Launch
•Cannot See Image When Using Cisco Unified Video Advantage
•Time Delay When Switching Between Active Speakers
•Video Meeting Ended Abruptly
Video Camera Does Not Launch
Problem I am calling through a phone that is connected to my video endpoint, but my video window does not launch.
Possible Cause Your video endpoint and phone are not configured properly.
Solution Contact your system administrator to verify your configuration.
Possible Cause The meeting is not scheduled as a video meeting.
Solution Do nothing. Video will not launch if the meeting was not scheduled as a video meeting.
Cannot See Image When Using Cisco Unified Video Advantage
Problem I am using Cisco Unified Video Advantage as my video endpoint. My video window launched, but I cannot see an image.
Possible Cause You changed the video bit rate on the Cisco Unified Video Advantage console. If the
bit rate falls lower than what is supported by the meeting, you will not see video.
Solution Try the following:
Step 1 Open your Cisco Unified Video Advantage console.
Step 2 Choose Settings > Video Quality.
Step 3 Move the slider up to the minimum bit rate for the meeting.
Step 4 Close the console.
Time Delay When Switching Between Active Speakers
Problem I see a delay of a few seconds whenever the video display switches from one active speaker to another.
Solution Do nothing. This is expected behavior.
Video Meeting Ended Abruptly
Problem My video meeting suddenly lost all video. We still have audio though.
Possible Cause Video resources on the system were disabled or removed. As a result, the meeting
was de-escalated to a voice meeting.
Solution If the video resources are reinstated later, you will still not be able to get video on your current meeting, even if new callers come into the existing meeting. However, video will be enabled if a new meeting is started after your current meeting.
How to Resolve Problems with PhoneView
•Log In Issue
•Session Times Out
•Cannot Access In-Session Features
•Softkey Button Changes
Log In Issue
Problem Logging into the Cisco Unified IP Phone does not work, or I get an error ("user not recognized" or "profile does not exist.")
Solution See Cannot Log In Through the Phone.
Session Times Out
Problem My session times out while I am using Cisco Unified MeetingPlace PhoneView on my Cisco Unified IP Phone.
Solution Press the Services button on your Cisco Unified IP Phone twice. Depending on the model of your phone, this button might be a globe icon or labeled Services.
Related Topic
•Setting Up PhoneView in the Using PhoneView With Cisco Unified MeetingPlace module
Cannot Access In-Session Features
Problem I have joined the meeting by telephone, but I cannot access in-session features such as the list of current participants or the mute feature.
Possible Cause You did not sign in to the meeting as a profiled user.
Solution Hang up and join the meeting again as a profiled user.
Softkey Button Changes
Problem After I press a softkey on my Cisco IP Communicator or Cisco Unified IP Phone Model 7970 phone, the button changes for a few moments.
Solution This is normal. The button will return to normal when the system finishes processing your request.
How to Resolve Cisco WebEx Meeting Problems
•Expelled Participant Still Appears in Participant List
•Error Message: A WebEx Meeting is Already in Progress
•User Cannot Dial Out from the Cisco WebEx Meeting Room
•Extra Meeting Notifications
•Error Message: Error Scheduling Meeting
•Reconnecting to a Cisco WebEx Meeting
Expelled Participant Still Appears in Participant List
Problem The meeting host expelled a participant from the meeting. The name of the expelled participant is still displayed in the Participant list.
Possible Cause The participant entered the meeting from a Macintosh system and did not click OK
in the pop-up window that informed him that he was being expelled from the meeting.
Solution Do nothing. Even if the name of the participant remains in the Participant list, the participant is no longer part of the meeting.
Error Message: A WebEx Meeting is Already in Progress
Error Message A WebEx meeting is already in progress. You must use another browser
to start a second meeting.
Explanation You are attempting to schedule or attend a second Cisco WebEx meeting from the same
computer. This occurs whether you are using Internet Explorer or Firefox.
Recommended Action Use a separate browser to start the second meeting.
Problem I have the Cisco Unified MeetingPlace home page open. When I open another window in the same browser to schedule or attend a second meeting, I receive an error message prompting me to use another browser.
Possible Cause You are using Firefox. All Firefox windows share the same process.
Solution Open a window in Internet Explorer and schedule or attend your second meeting from there.
User Cannot Dial Out from the Cisco WebEx Meeting Room
Problem I cannot dial out from the Cisco WebEx meeting room as a host, but can dial out as a guest.
Solution Your Cisco WebEx system administrator will need to make sure that the following is checked in your Cisco WebEx account:
•Call-in teleconferencing
•Call-back teleconferencing
•Global call-back teleconferencing
•Other teleconference service
Also, make sure that your Cisco Unified MeetingPlace profile setting allows outdial.
Extra Meeting Notifications
Problem After scheduling my meeting, I receive extra email notifications from Cisco WebEx. This occurs when I try to attend the meeting on Cisco WebEx.
Solution Your system administrator must do the following in the Cisco WebEx Site Administration interface, on the Site Setting page: Set meeting email reminders to Off.
Error Message: Error Scheduling Meeting
Problem I receive the following message when I try to join a meeting: "Error scheduling meeting".
Solution Your system administrator must do the following in the Cisco WebEx Site Administration interface, on the Site Setting page:
•Make sure that the setting for "All meetings must have a password" matches the equivalent setting in Cisco Unified MeetingPlace.
•Uncheck Require strict passwords for meetings.
Reconnecting to a Cisco WebEx Meeting
Problem My Cisco WebEx meeting disconnected. How do I reconnect to the same meeting?
Solution Cisco WebEx is configured to automatically reconnect whenever you are disconnected from your meeting. If the reconnect fails, do the following:
1. 1. Close the Cisco WebEx browser window.
2. 2. Go to the Cisco Unified MeetingPlace Current Meeting page (which should already be open) and make sure that Join the web conference is checked.
3. 3. Click Connect to rejoin the same meeting.
Reasons You Might be Removed from a Web Meeting
Problem You are in the meeting console and initiate a web browser session from another application (for example by clicking a link in Microsoft Word or Microsoft Outlook). You are removed from the web meeting.
Possible Cause Your web browser is configured to reuse browser windows. The link replaced your
meeting console link, thus removing you from the web meeting.
Solution Do not click links in other applications while you are in a web meeting.
Possible Cause You are on a slow connection and are falling too far behind in the web meeting.
Solution Run the browser test to report the speed of your connection with the Cisco Unified MeetingPlace server.
Related Topics
•Preparing to Attend a Cisco Unified MeetingPlace Meeting for the First Time in the Attending a Meeting module
