No WebEx welcome screen
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Content disabled on MCU.
Video call from MCU/TelePresence Server to WebEx failed. Call
failure occurs for several reasons:
-
WebEx SIP dialing fails to reach destination due to unresolvable
SIP URI
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WebEx server(s) down
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Issues with search rules in VCS
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Media Encryption setting in VCS
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Check MCU configuration and conference status.
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Verify search rules to ensure that SIP URI being routed
correctly to WebEx site.
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Verify encryption setting in VCS for this zone.
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If failure persists after above actions are taken, contact WebEx
site administrator.
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TelePresence is not linked to WebEx
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Video call from MCU/TelePresence Server to WebEx failed. Call
failure occurs for several reasons:
-
WebEx SIP dialing fails to reach destination due to unresolvable
SIP URI
-
WebEx server(s) down
-
Issues with search rules in VCS
-
Media Encryption setting in VCS
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-
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Don't see video on WebEx
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WebEx participant does not enable video.
WebEx participant has a problem with their camera.
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Low-bandwidth warning in WebEx Meeting Center client on Windows
or Mac:
"Due to low bandwidth, we are not able to show TelePresence
video at the moment"
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-
Verify there is enough bandwidth for the WebEx Meeting Center
client. 1.3 mb/s of sustained throughput is required to avoid the low-bandwidth
warning where datasharing is active.
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Disconnect and reconnect to the meeting to rejoin the main
video.
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Review
Tips for Troubleshooting Low Bandwidth with the WebEx Meeting Center Client on Windows or Mac
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For details on Meeting Center client requirements for
CMR Hybrid
refer to:
CMR Hybrid Prerequisites
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Before contacting support, get the audio and video statistics
from the meeting. In the Meeting Center client during the meeting:Select
Meeting > Audio & Video Statistics...
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Don't see video on TelePresence
|
-
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Don't hear audio on WebEx
|
-
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Don't hear audio on TelePresence
|
-
|
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Don't see presentation shared from WebEx side on TelePresence
side
|
-
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Don't see presentation from TelePresence side on WebEx side
|
-
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Don't see presentation from WebEx on WebEx side
|
-
|
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Don't see presentation from TelePresence side on TelePresence
side
|
-
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Presentation is displayed in main video
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-
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Poor quality video from WebEx participants on TelePresence side
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-
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Poor quality audio from WebEx participants on TelePresence side
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TBD
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Poor quality video from TelePresence participants on WebEx side
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Poor network connection
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Poor quality audio from TelePresence participants on WebEx side
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TBD
|
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Audio skewed from video (lip sync issues)
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In the case of PSTN/TSP audio, lip sync cannot be guaranteed
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-
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Active speaker does not switch in
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-
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Video for active speaker call-in participant does not switch in
when they speak and no phone icon associated with them.
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1. WebEx site administrator not configured properly.
2. Audio call failed.
3. If the MCU sends the wrong participant ID.
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-
Check in Cisco TMS CCC or on MCU to see if audio call failed.
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Call-in user merge requires the site to have 'TSP identity code'
enabled in WebEx site administrator. If disabled, call-in merge will not work
even if you dial the correct value, and #1 is correct for InterCall.
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Poor quality presentation from TelePresence participants on
WebEx side
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Possible network issue.
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Video from a WebEx participant frozen
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Possible network issue.
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Meeting ends unexpectedly
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-
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Meeting didn't automatically extend
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TelePresence is booked for another meeting starting at the end
of the current one.
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