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No WebEx welcome screen |
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 - WebEx server(s) down - Issues with search rules in VCS - Media Encryption setting in VCS |
- Check MCU configuration and conference status.
- Verify search rules to ensure that SIP URI being routed correctly to WebEx site.
- Verify encryption setting in VCS for this zone.
- If failure persists after above actions are taken, contact WebEx site administrator.
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TelePresence is not linked to WebEx |
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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Don’t see video on WebEx |
WebEx participant does not enable video. WebEx participant has a problem with their camera. |
- Make sure TelePresence and WebEx calls are connected.
- Check to see if participants who joined TelePresence are sending video.
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Don’t see video on TelePresence |
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- Check to see if WebEx users have joined and are sending video.
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Don’t hear audio on WebEx |
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- Check TelePresence call statistics and make sure TelePresence endpoint is not muted.
- Check to see if WebEx users can hear each other.
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Don’t hear audio on TelePresence |
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- Check TelePresence statistics to see if audio is being received from the WebEx side. In PSTN/TSP audio case check that the audio call is connected.
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Don’t see presentation shared from WebEx side on TelePresence side |
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- Check TelePresence statistic for content channel status.
- Check to see if WebEx users can see content from each other.
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Don’t see presentation from TelePresence side on WebEx side |
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- Check TelePresence statistic for content channel status.
- Check to see if WebEx users can see content from each other.
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Don’t see presentation from WebEx on WebEx side |
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- Contact the WebEx administrator for assistance.
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Don’t see presentation from TelePresence side on TelePresence side |
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- Check TelePresence call statistics to see if content channel is established.
- Try to stop the restart sending content.
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Presentation is displayed in main video |
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- Check current call statistics for content channel.
- Check to see if the SIP call encrypted.
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Poor quality video from WebEx participants on TelePresence side |
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- Check network bandwidth for possible poor network connection.
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Poor quality video from TelePresence participants on WebEx side |
Poor network connection |
- Check call statistics for TelePresence participants.
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Audio skewed from video (lip sync issues) |
In the case of PSTN/TSP audio, lip sync cannot be guaranteed |
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Active speaker does not switch in |
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- Make sure audio and video calls are linked in PSTN/TSP case.
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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. |
1. WebEx site administrator not configured properly. 2. Audio call failed. 3. If the MCU sends the wrong participant ID. |
- Check in Cisco TMS CCC or on MCU to see if audio call failed.
- 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 |
Possible network issue. |
- Check the bandwidth between TelePresence and WebEx.
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Video from a WebEx participant frozen |
Possible network issue. |
- Check the bandwidth between TelePresence and WebEx.
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Meeting ends unexpectedly |
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- Check TelePresence log to see any cause for the call drop.
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Meeting didn’t automatically extend |
TelePresence is booked for another meeting starting at the end of the current one. |
- Check Cisco TMS booking list to confirm.
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