Table Of Contents
Troubleshooting
Resolving Connectivity Problems
Resolving Attend Link Problems
Resolving Meeting Notification Problems
Resolving Notification Language Problems
Resolving Notification Time Zone Problems:
Resolving Problems with Meeting Attachments
Troubleshooting
This chapter explains how to troubleshoot problems that can occur after installing Cisco Unified MeetingPlace SMTP E-Mail Gateway. The following topics are covered:
•
Resolving Connectivity Problems
•Resolving Attend Link Problems
•Resolving Meeting Notification Problems
•Resolving Notification Language Problems
•Resolving Notification Time Zone Problems:
•Resolving Problems with Meeting Attachments
Resolving Connectivity Problems
Q. Why are users not receiving meeting notifications?
A. The Cisco Unified MeetingPlace SMTP E-Mail Gateway may not be communicating with the Cisco Unified MeetingPlace Audio Server. Do the following to ensure connectivity:
Solution Verify that the Cisco Unified MeetingPlace SMTP E-Mail Gateway is logging into the Cisco Unified MeetingPlace Audio Server.
Use the Cisco Unified MeetingPlace eventlog to verify that Cisco Unified MeetingPlace SMTP E-Mail Gateway is logging in to the Audio Server system. To start the eventlog:
Step 1 Right click on the Cisco Unified MeetingPlace icon (the orange door) on the applications tray of the desktop on the computer on which the Cisco Unified MeetingPlace SMTP E-Mail Gateway is installed.
Step 2 Click Eventlog. The eventlog appears.
When MPNotify entries appear in the log, the Cisco Unified MeetingPlace SMTP E-Mail Gateway is communicating with the Cisco Unified MeetingPlace Audio Server.
Check the log for errors.
If MPNotify records do not appear, verify that the hostname for the Cisco Unified MeetingPlace Audio Server entered in the E-Mail Gateway tab of the Cisco Unified MeetingPlace Gateway Utility is correct. See the "Accessing the Cisco Unified MeetingPlace Gateway Configurations Tool" section on page 3-1 for instruction about configuring the Cisco Unified MeetingPlace SMTP E-Mail Gateway.
Solution Make sure that the Windows services associated with the Cisco Unified MeetingPlace SMTP E-Mail Gateway are running
Step 1 On the server where Cisco Unified MeetingPlace SMTP E-Mail Gateway Release 5.3 is installed, click Start > Settings > Control Panel > Services.
Step 2 Make sure the following services are running:
•MeetingPlace SMTP Gateway
•MeetingPlace Notification Gateway
•MeetingPlace Gateway SIM
If these services are not running, restart them. See the "Stopping and Restarting the Cisco Unified MeetingPlace SMTP E-Mail Gateway" section.
Resolving Attend Link Problems
Q. Why do I receive JavaScript errors when I click on the Attend URL link?
A. This error appears when using a Web browser that is not supported. The supported browsers are Netscape Navigator 7.0 or Netscape Navigator 7.1 with JRE 1.4.2 and Microsoft Internet Explorer 5.5 a or later.
Resolving Meeting Notification Problems
Q. When I schedule a meeting through MeetingTime or Cisco Unified MeetingPlace Web Conferencing, why do the invited users not receive their meeting notifications?
A. This will happen if:
–The profile of the invited user is set up to not receive meeting notifications.
–The profile of the meeting scheduler is set up to not send meeting notifications.
–The meeting preference is set up to not send meeting notifications.
–Notifications have not been sent by the Cisco Unified MeetingPlace SMTP E-Mail Gateway.
–System notifications have not been queued for delivery.
–The Cisco Unified MeetingPlace SMTP E-Mail Gateway is mapped to an incorrect mailbox.
–There may be insufficient space on the hard drive of the corporate e-mail server or the server on which the Cisco Unified MeetingPlace SMTP E-Mail Gateway is installed.
–The corporate e-mail server is not delivering or is delaying notifications.
Solution Check the profile of the invited user as follows:
Step 1 Log in to MeetingTime.
Step 2 Click File > Open Register Book > Configure.
Step 3 Locate the USER INFORMATION section and click User Profiles > Query.
Step 4 In the Attributes column, scroll down to the Receiving Notifications area and make sure that the parameters are set to allow users to receive notifications.
Step 5 Make sure the Preferred delivery Method parameter is set to E-mail.
Step 6 Make sure that the e-mail address in the E-mail address field is the correct for the user.
Solution Check the profile of the meeting scheduler as follows:
Step 1 Log in to MeetingTime.
Step 2 Click File > Open Register Book > Schedule.
Step 3 Locate the USER INFORMATION section and click User Profiles > Query.
Step 4 Locate the Sending Notifications area and make sure the "Enabled for this Meeting" parameter is set to Yes.
Solution Check the Participant Notification Status window as follows:
Step 1 Log in to MeetingTime.
Step 2 Click File > Open Register Book > Configure.
Step 3 Locate the USER INFORMATION section and click User Profiles > Query.
Step 4 In the Notification Status window, check to see that notifications are queued for delivery and sent by the Cisco Unified MeetingPlace SMTP E-Mail Gateway.
Solution Check the system notification queue status as follows:
Step 1 Log in to MeetingTime.
Step 2 Click File > Open Register Book > System.
Step 3 Click Notification Queue Status > Execute to open the Server Notification Status window.
Step 4 To verify that the notification have been queued for delivery, click the entry for which you want to view the status. The status information appears in the Disposition pane.
Step 5 Click Done.
Solution Verify that the mailbox mapping is correct.
Step 1 In the desktop on which the Cisco Unified MeetingPlace SMTP E-Mail Gateway is installed, do one of the following:
•Click Start > Programs > MeetingPlace Applications > MeetingPlace Gateway Configuration > E-mail Gateway.
•Click the MeetingPlace icon (the orange door) on the tools tray.
Step 2 Verify that the value in the MeetingPlace Mailbox field.
Step 3 Log in to MeetingTime.
Step 4 Click File > Open Register Book > Configure.
Step 5 Locate the COMPANY SPECIFIC INFORMATION section and click Usage Parameters > Query.
Step 6 Scroll down to the Email/GW Mapping section and locate the type of corporate e-mail server that the Cisco Unified MeetingPlace SMTP E-Mail Gateway uses to send notifications.
Step 7 Verify that the value in the Value field and the MeetingPlace Mailbox value are the same.
Solution Make sure that there is sufficient space available on the hard drives of the corporate e-mail server and the server on which the Cisco Unified MeetingPlace SMTP E-Mail Gateway is installed. If either hard drive is full, create more space by deleting unwanted e-mails or files.
Resolving Notification Language Problems
Q. Why am I receiving my notifications in English when I am a Japanese speaker?
A. This will happen if:
–The invited user is a guest and the meeting scheduler has set the meeting language to English. Because the invited user does not have a user profile, the notification language defaults to that of the meeting language.
–The profile of the invited user does not indicate Japanese as the profile language.
Solution Check the profile of the invited user:
Step 1 Log in to MeetingTime.
Step 2 Click File > Open Register Book > Configure.
Step 3 Locate the USER INFORMATION section and click User Profiles.
Step 4 Click the Find Records button. A dialog box appears.
Step 5 Check the radio button for the method that you want to use to search the records for this user and enter the appropriate value in the "Begins with" field. The Find Records pane populates with the profile of the user.
Step 6 In the Attributes column, locate Language.
Step 7 In the Value column, verify that the language is correct.
Step 8 To change the language, click the current value in the value column. A dialog box appears.
Step 9 Select the language that you want to use for this user and click OK.
Step 10 Click Save Changes.
Q. I have set my user profile language to Japanese but my notifications are coming in blank.
A. This will happen when Japanese notification templates are not installed on the Microsoft Windows computer on which the Cisco Unified MeetingPlace SMTP E-Mail Gateway is installed.
Solution To install the Japanese code page (c_932.nls) on a Windows computer, see Article ID Q164948 on the Microsoft web site.
Resolving Notification Time Zone Problems:
Q. Why do the meeting times in the notifications I receive reflect the time zone of the meeting scheduler rather than my local time zone?
A. This will happen if:
–The invited user is a guest. Because guests do not have user profiles, the meeting times in the notifications reflect the time zone of the scheduler.
–The profile of the invited user does not indicate a preferred time zone.
Solution To set the profile of a user, do the following:
Step 1 Log in to MeetingTime.
Step 2 Click File > Open Register Book > Configure.
Step 3 Locate the USER INFORMATION section and click User Profiles > Query.
Step 4 In the Attributes column, locate the user profile that you want to modify.
Step 5 Scroll down to Time Zone.
Step 6 Click in the Value column next to Time Zone. The Time Zone dialog box appears.
Step 7 Click the location appropriate for the user and click OK.
Step 8 Click Save Changes.
Resolving Problems with Meeting Attachments
Q. Why are attachments for meetings that were scheduled using MeetingTime or over the web not being received by the invited users?
A. If invited users are not receiving meeting attachments for meetings scheduled using MeetingTime or Cisco Unified MeetingPlace Web Conferencing, one of the following two problems may exist:
–The profile of the invited user is set up to not receive attachments.
–The profile of the meeting scheduler is set up to not send attachments.
Solution Set the profile of the invited user to receive attachments:
Note When Microsoft Outlook is used, e-mail notifications are distributed to all invited users when this parameter is set to Yes for one invited user.
Step 1 Log in to MeetingTime.
Step 2 Click File > Open Register Book > Configure.
Step 3 Locate the USER INFORMATION section and click User Profiles > Query.
Step 4 In the Attributes column, locate the user profile that you want to modify.
Step 5 Scroll down to Receiving Notifications and locate Include Attachments.
Step 6 Click in the Value column next to Include Attachments. A dialog box appears.
Step 7 Click Yes and click OK.
Step 8 Click Save Changes.
Solution Set the profile of the scheduler to send out attachments:
Step 1 Log in to MeetingTime.
Step 2 Click File > Open Register Book > Configure.
Step 3 Locate USER INFORMATION and click User Profiles > Query.
Step 4 In the Attributes column, locate the user profile that you want to modify.
Step 5 Scroll down to Sending Notifications and locate Include Attachments.
Step 6 Click in the Value column next to Include Attachments. A dialog box appears.
Step 7 Click Yes and click OK.
Step 8 Click Save Changes.
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