Troubleshooting Video Components

Cisco Expressway OTT Deployment / Secured Internet

Cisco Jabber for Windows Log File

The log file is saved as csf-unified.log in C:\Users\<UserID>\AppData\Local\Cisco\Unified Communications\Jabber\CSF\Logs.

Error codes are logged "Discovery Failure -> (id) name.

ID Name UI message Description
1001 ServiceDiscoveryFailure Failed to discover network services. Unknown discovery failure.
1002 ServiceDiscoveryAuthenticationFailure Your username or password is not correct. Failed to authenticate with CUCM.
1003 ServiceDiscoveryCannotConnectToCucmServer Cannot communicate with server. Cannot connect to CUCM.
1004 ServiceDiscoveryNoCucmConfiguration Failed to discover network services. CUCM server is misconfigured.
1005 ServiceDiscoveryNoSRVRecordsFound Failed to discover network services. No SRV records are found.
1006 ServiceDiscoveryCannotConnectToEdge Cannot communicate with server. Cannot connect to the EDGE server.
1007 ServiceDiscoveryNoNetworkConnectivity Cannot communicate with server. No network connectivity.

Cisco Jabber for Windows Configuration and Cache File

The discovery cache file can be useful for finding discovery failures. In Jabber for Windows, download the configuration file that is saved in C:\Users\<UserID>\AppData\Roaming\Cisco\Unified Communications\Jabber\CSF\Config.

The service-location.xml file contains information about found SRV records:


<?xml version="1.0"?>
<UCServices>
<DomainName>ciscotp.com</DomainName>
   <UCService>
      <type>CUCM</type>
      <connectionInformation> 
              <name>_cisco-uds</name>
              <scope>UNKNOWN</scope>
              <address>cucm36.ciscotp.com</address>
              <protocol>_tcp</protocol>
              <port>8443</port>
      </connectionInformation></UCService>  
   <UCService>
      <type>CUP</type>
      <connectionInformation> 
              <name>_cuplogin</name>
              <scope>UNKNOWN</scope>
              <address>imp33.ciscotp.com</address>
              <protocol>_tcp</protocol>
              <port>8443</port>
      </connectionInformation></UCService>  
</UCServices>

EX Endpoints

Log in to the device. Go to Diagnostics. Check eventlog/all.log for errors.

VCS

To check the status, log in to the device and go to Status > Logs > Event Logs. Check the events for failures.

To view the log file, log in to the device and go to Maintenance > Diagnostics > Diagnostic Logging. Click Start new Log. Attempt registration or call. Click Stop Logging and then click Download Log for log inspection of your failure.

Cisco Shared Expressway Deployment for Business to Business Calling / Secured Internet

Calls may fail for various reasons, including configuration errors or remote non-HCS Endpoint behavior.

Use the logs and traces available on Expressway or Unified Communication Manager to identify the source of the problem. Refer to the Cisco Expressway Troubleshooting guides located at http://www.cisco.com/c/en/us/support/unified-communications/expressway-series/tsd-products-support-troubleshoot-and-alerts.html or UCM Troubleshooting guides located at http://www.cisco.com/c/en/us/support/unified-communications/unified-communications-manager-callmanager/tsd-products-support-troubleshoot-and-alerts.html.