Table Of Contents
Troubleshooting
Viewing the Eventlog
Setting the Level of Logging Detail
General Troubleshooting Guidelines
Problems Configuring and Initiating Cisco MeetingPlace Video Integration
Problems Scheduling a Video Conference
Problems Joining a Video Conference
Problems During a Video Conference
Troubleshooting
Troubleshooting topics are divided into the following areas:
•
Viewing the Eventlog
•General Troubleshooting Guidelines
•Problems Configuring and Initiating Cisco MeetingPlace Video Integration
•Problems Scheduling a Video Conference
•Problems Joining a Video Conference
•Problems During a Video Conference
Viewing the Eventlog
All Cisco MeetingPlace logging is made to the Gateway SIM eventlog.
To view the event log, right-click the Cisco MeetingPlace icon (the orange door) in the system tray and choose Eventlog.
Setting the Level of Logging Detail
Step 1 In the Windows Control Panel, double-click MeetingPlace Gateways.
Step 2 Click the Video tab.
Step 3 In the Tracing Level field, type a value from the following table. All entries are case-sensitive.
For This Level of Detail
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Set the Tracing Level To
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Minimal logging information, including error and video conference status from Cisco MeetingPlace Video Integration.
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Retail.
This is the default value.
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More detailed logging than the Retail setting, less detailed than the Detail setting.
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Mid.
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Detailed data for debugging purposes.
Set the key for this level only when needed, because this setting quickly fills the log.
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Detail.
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Step 4 Click OK. This change may take up to one minute to take effect.
General Troubleshooting Guidelines
The items in this section are general things to check if you are experiencing problems with your system.
Note The Cisco MeetingPlace system and the Cisco IPVC video-conferencing system must each be running successfully in order for Cisco MeetingPlace Video Integration to work. If you have problems, first verify that each of these systems is working correctly, independently of the Cisco MeetingPlace Video Integration:
•Create and attend an audio and web conference in Cisco MeetingPlace.
•Create and attend a video conference on the Cisco IPVC MCU. If you have already configured the Cisco IPVC MCU to allow Cisco MeetingPlace to control its resources, you cannot test the independent video-conferencing functionality until you disable the authorization you set in the External conference authorization policy field on the Cisco IPVC MCU.
•Check to be sure all components are configured correctly for Cisco MeetingPlace Video Integration, according to the instructions in "Installing Cisco MeetingPlace Video Integration."
•Check the eventlog for errors and warnings.
•Use the gwcptrace CLI command for Cisco MeetingPlace Audio Server to look for items related to the Cisco MeetingPlace Video Integration. These items are identified by MPVidSvc.
Problems Configuring and Initiating Cisco MeetingPlace Video Integration
Problem Cisco MeetingPlace Video Integration failed to initialize.
Solution Cisco MeetingPlace Video Integration was unable to do at least one of the following, and will continue to attempt to initialize until it is successful or the Cisco MeetingPlace Video Integration service is stopped. Specific error messages for each follow this Problem/Solution list:
•Connect to the Cisco IPVC MCU.
•Register as authorizer to the Cisco IPVC MCU.
•Retrieve system resource data from the Cisco MeetingPlace Audio Server.
•Verify the existence on the Cisco IPVC MCU of the service prefix entered during installation.
•Verify the existence on the Cisco IPVC MCU of the required Voice Activated conference view.
•Synchronize with the Cisco MeetingPlace audio server the status of an existing conference on the Cisco IPVC MCU.
Problem Error message in Eventlog: "CMcuController::initialize(), ERROR: Failed to invoke MPCGICOM.\n");
Solution
•Cisco MeetingPlace Video Integration is unable to establish a connection with Cisco MeetingPlace Web Conferencing. Allow it to try again; if it continues to be unsuccessful, restart the Cisco MeetingPlace Web Conferencing service.
•Cisco MeetingPlace Web Conferencing is not running.
Problem Error message in Eventlog: "CMcuController::initialize(), ERROR: XmlMsgHandler failed to initialize: %d\n", ret);
Solution Contact your Cisco technical support representative. See the Guide to Cisco Conferencing Documentation and Support.
Problem Error message in Eventlog: "CMcuController::initialize(), ERROR: XmlSocket failed to initialize: %d\n", ret);
Solution Cisco MeetingPlace Video Integration is unable to establish a connection to the Cisco IPVC MCU. Ping the Cisco IPVC MCU to check the connectivity.
Problem Error message in Eventlog: "CMcuController::initialize(), ERROR: CmdHandler failed to initialize.\n");
Solution Contact your Cisco technical support representative. See the Guide to Cisco Conferencing Documentation and Support.
Problem Error message in Eventlog: "CMcuController::initialize(), ERROR: Failed to verify designated service code from MCU\n");
Solution Cisco MeetingPlace Video Integration is unable to determine the existence of the designated service prefix for the MeetingPlace service on the Cisco IPVC MCU.
Problem Error message in Eventlog: "CMcuController::initialize(), ERROR: Repeatedly failed to send resource info to MP Server. \n");
Solution
•Cisco MeetingPlace Web Conferencing is still starting up or is not running. Cisco MeetingPlace Video Integration will try three times at 15-second intervals to connect to Cisco MeetingPlace Web Conferencing. Wait for Cisco MeetingPlace Web Conferencing to initialize.
Problem Error message in Eventlog: "CMcuController::initialize(), ERROR: Failed to verify resources in MCU\n");
Solution Cisco MeetingPlace Video Integration is unable to receive the resource data from the Cisco IPVC MCU that it needs in order to calculate the number of available video ports and conferences.
Problem Error message in Eventlog: "CMcuController::initialize(), ERROR: Failed to register MPVideo as authorizer.\n");
Solution
•Cisco MeetingPlace Video Integration is unable to register itself as the authorizer on the Cisco IPVC MCU. Check the authorization settings on the Cisco IPVC MCU. See Setting Cisco IPVC MCU Parameters Required to Support Cisco MeetingPlace.
•Check if another application has previously declared itself as the authorizer on the Cisco IPVC MCU. If necessary, reboot the Cisco IPVC MCU to disconnect all applications.
Problem Error message in Eventlog: "CMcuController::initialize(), ERROR: Failed to get Video Information from the MCU unit.\n")
Solution Cisco MeetingPlace Video Integration is unable to get video conference view settings, or the current view settings do not fulfill the requirements. Check the previous entry in the eventlog for explanation.
Problem Error message in Eventlog: "CMcuController::initialize(), ERROR: Failed to register MPVideo for Notifications.\n")
Solution
•Wait a few moments to allow Cisco MeetingPlace Video Integration to try again to reinitialize.
•If this error continues to appear, contact your Cisco technical support representative. See the Guide to Cisco Conferencing Documentation and Support.
Problem Error in Eventlog after installing Cisco MeetingPlace Video Integration: Conference Technology Provider Initialization Failed, MCU Controller initialization failed
Solution Cisco MeetingPlace Video Integration and Cisco MeetingPlace Web Conferencing are not yet ready to establish the connection. Wait a few minutes; Cisco MeetingPlace Video Integration will try again to establish the connection.
Problem Cisco MeetingPlace Video Integration does not seem to be running.
Solution Verify that Cisco MeetingPlace Video Integration is running:
•Check the eventlog. You should see this message: STATUS: Cisco MeetingPlace Video Integration READY to receive requests from MPAgent.
•From the Cisco MeetingPlace command-line interface (CLI), type gwstatus. If it is running correctly, its status will be OK.
Problem The Eventlog shows socket failure during Cisco MeetingPlace Video Integration initiation, and Cisco MeetingPlace Video Integration is unable to communicate with the Cisco IPVC MCU.
Solution
•The Cisco MeetingPlace Video Integration may be on a different network domain than the Cisco IPVC MCU and an IP port between the two has not been opened. Open port 3336.
•The Cisco IPVC MCU is down.
Problems Scheduling a Video Conference
Problem A user attempted to schedule a video meeting but the meeting could not be scheduled.
Solution One of the following may be the cause:
•Insufficient video ports are available for the time specified. If this occurs often, consider reducing the number of floater ports or increasing the number of overbook ports. See About Configuring Port Parameters.
•No more video conferences may be available for the time specified.
•If the required minimum number of video ports per conference is not available, the meeting cannot be scheduled. For information, see About the Minimum Number of Video Ports Scheduled. If this problem occurs frequently, adjust the number of overbook ports. See (Optional) Configuring the Number of Overbook Ports.
Problem The system allocates more ports to a meeting than the user scheduled.
Solution This is normal. In order to prevent more conferences from being scheduled than the system can accommodate, extra video ports are automatically allocated if a user schedules fewer video ports than the average number of ports per conference available on the system. The formula that Cisco MeetingPlace uses to determine the average number of conferences is: (Number of video ports - number of video floater ports + number of video overbook ports) / Total number of video conferences. Extra ports are more commonly allocated if the Cisco IPVC MCU uses an EMP card than if it uses an MP card. To minimize the chances that this will happen, configure the IPVC according to the instructions specific to Cisco MeetingPlace conferences. For details, see the IPVC release notes: Cisco IP/VC 3511 MCU and Cisco IP/VC 3540 MCU Module Release Notes for Release 3.5.
Problems Joining a Video Conference
Problem Cisco MeetingPlace is unable to initiate the link connecting the audio channel of video conferences on the Cisco IPVC MCU with the Cisco MeetingPlace audio conference.
Solution
•Make sure the Cisco MeetingPlace H.323/SIP IP Gateway is set correctly. To test this, create a Cisco MeetingPlace audio conference and try outdialing to an IP phone. If the IP phone connects successfully to the audio conference, the MeetingPlace H.323/SIP IP Gateway is set correctly; check your Cisco CallManager and MCU gatekeeper settings. If not, see the Administrator's Guide for Cisco MeetingPlace H.323/SIP IP Gateway, Release 5.2.1.
•Check the connectivity to the Cisco IPVC MCU. To test that the routing is occurring correctly, try outdialing from a Cisco MeetingPlace conference to the corresponding video conference on the Cisco IPVC MCU.
•Check the Cisco MeetingPlace audio server to make sure the outdial actually occurred.
•It is possible but highly unlikely that no video port is available for the link.
•Check in MeetingTime to be sure your video license is activated.
Problem User is unable to initiate or connect to a video conference.
Solution
•Make sure Cisco MeetingPlace Video Integration is running.
•If the participant is attempting to join on an ad-hoc basis, video resources cannot be guaranteed and may not be available.
•It is possible, though highly unlikely, that video ports may be unavailable, even if video ports have been scheduled in advance. If this problem occurs frequently, consider reducing the number of overbook ports you have specified. To set an optimal number of overbook ports, see (Optional) Configuring the Number of Overbook Ports.
•Verify that all connectivity is set correctly, all calls are routed to their intended destinations, and the intended endpoint is reachable.
•Check the eventlog.
•See also other problem/solution sets in this section related to outdialing and dialing in.
Problem Cannot dial in to meeting from the video endpoint.
Solution Possible causes include the following:
•Any of the items in the previous problem/solution set.
•The problem may be temporary. Try again.
•It is not possible to create an ad-hoc conference simply by dialing in to the Cisco IPVC MCU from a video endpoint. The meeting must first be either in progress or scheduled in Cisco MeetingPlace. To start an ad-hoc conference in Cisco MeetingPlace, see About Attending Ad-Hoc Video Conferences. After the Cisco MeetingPlace conference is in session, then initiate the video conference.
•If the meeting requires a password, or is restricted to profiled or invited users, users must join the meeting by outdialing from Cisco MeetingPlace Web Conferencing or from a Cisco MeetingPlace for Outlook notification.
•The call may not have successfully reached its intended destination. Check your routing patterns. For example, make sure the service prefix for Cisco MeetingPlace meetings is unique in the Cisco IPVC MCU, and that the gatekeeper and Cisco CallManager have no initial strings that are identical to or begin with this code. For example, if your service prefix is 87, make sure the gatekeeper and Cisco CallManager do not have a routing instruction that routes all calls beginning with 8* to an unintended destination.
•Some endpoints may have a maximum dial string length that is shorter than the dial-in number.
Problem Unable to outdial successfully to SCCP endpoints.
Solution Make sure the technology prefix is correctly set in Cisco CallManager.
Problem A user attempts to outdial to join the video conference but nothing happens, or an outdial failure message appears.
Solution
•The video endpoint must be running before the user attempts to join the video conference.
•Cisco MeetingPlace Video Integration may be configured with the wrong E.164 number.
•There may be no more ports available on the system.
•The line to be outdialed to may be already in use (busy), not connected, nonexistent, entered incorrectly, or configured incorrectly.
•See also the items in the problem/solution set related to initiating or joining conferences.
Problem (For load-balancing configurations only) The voice and web conferences are up and running but the video conference is unavailable.
Solution The Cisco MeetingPlace web-conferencing server on which Cisco MeetingPlace Video Integration is installed may have been down or unavailable at the start of a conference. If this happens, the meeting rolls to a server on which Cisco MeetingPlace Video Integration is not installed, and video conferencing is not possible for this conference. See Configuring Load-Balancing Configurations for Video Conferencing.
Problem Error message when dialing out to a video endpoint: Error:[513] A video call is already in progress. Please wait for the call to complete.
Solution The E.164 number that the user has specified in the Connect dialog box is associated with an endpoint that is already participating in the video conference, or is currently being called.
Problem User trying to dial in to a conference hears a message that the call has been rejected.
Solution The video conference is not in session, or resources are not available to accommodate the participant.
Problem The option to join the video conference is not available from within the web conference.
Solution In a DMZ or load-balancing configuration, if the conference is held on a server that Cisco MeetingPlace Video Integration is not installed on, video conferencing is not available for that conference.
Problem No video-conferencing ports are available, but ports should be available.
Solution
•Make sure SCCP services are not using ports you expect to be available to Cisco MeetingPlace. SCCP and H.323 share the resources on the Cisco IPVC MCU.
•If this happens frequently, examine usage patterns using the reporting tools described in About Video-Conferencing Statistics and change the settings for floater and overbook ports using the calculations in About Configuring Port Parameters.
Problems During a Video Conference
Problem Video participants can hear audio participants, but audio participants cannot hear video participants.
Solution Make sure the audio codec priority settings on the Cisco IPVC MCU are consistent with the settings on the Cisco MeetingPlace audio server.
Problem The video image is transmitted, but no audio is transmitted.
Solution
•Make sure the video endpoint is not muted at the endpoint.
Problem The audio channel from the video endpoint is transmitted, but no video image is transmitted.
Solution
•The conference may be set to a bandwidth that the endpoint does not support.
•The endpoint may not support the video format (codec) being used.
Problem No video when joining a video meeting with Cisco VT Advantage.
Solution Make sure the video codecs match on the Cisco IPVC MCU and Cisco CallManager.
Problem Only View Active Speaker is available; users cannot choose to View Multiple People.
Solution
•If the Cisco IPVC MCU has only an MP card and not an EMP card, and the MCU is configured to allow SCCP endpoints to attend the conference, all participants can view only the current speaker.
•If the Cisco IPVC MCU has an EMP card, make sure the Continuous Presence view has been set correctly. See Setting Conference View Parameters.
Problem Poor sound quality, static, or echo coming from the video endpoint.
Solution These issues are not related to Cisco MeetingPlace. Possible solutions:
•Minimize background noise by choosing a quiet location and using the most directional microphone available.
•If connected via both a video endpoint with a microphone and a telephone, or more than one audio device of any kind, mute or hang up all but one device.
•If your network uses Cisco CallManager, turn off silence suppression (the comfort noise) in Cisco CallManager.
•Configure all endpoints to optimize sound quality, according to the documentation that came with the endpoint. Cisco Systems cannot provide technical support for third-party endpoints.
•If other solutions do not solve the problem, try muting the audio channel of the video endpoint at the endpoint, then connect to the conference via telephone.
For desktop video endpoints, try the following in addition to the previous items:
•Reduce the input gain (volume) of the endpoint that is generating unwanted noise.
•Increase the output volume of an endpoint that is not loud enough.
•The microphone built into most computers generally has poor sound quality. We recommend using an external microphone instead.
•There may be multiple microphones sending signal from a single user. Check for a microphone on the computer, a microphone on the video camera, and an external microphone plugged in to your audio card. Turn off all but one.
•Use a headset with a directional microphone.
•Do not use a desktop video endpoint and a soft phone (such as Cisco VT Advantage and Cisco Communicator) on the same system to attend a single conference.
•Software-based endpoints generally have lower sound quality than Hardware-based endpoints.
Problem The video image does not update to the current speaker.
Solution
•The current speaker may not be video-enabled.
•Check settings in the Cisco IPVC MCU. The Voice Activated view should be set to All see one.
Problem Multiple video links are established.
Solution You have specified an incorrect E.164 address in Cisco MeetingPlace Video Integration. To change the entry, see Changing Values Entered During Installation of Cisco MeetingPlace Video Integration.
Problem Telephone keypad commands do not work (for example, #5 to mute.)
Solution This is correct behavior. Video endpoints are connected to the Cisco IPVC MCU, not directly to the Cisco MeetingPlace audio server, so Cisco MeetingPlace key commands do not apply.
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