User manual TANDBERG TELEPRESENCE MANAGEMENT SUITE PROVISIONING TROUBLESHOOTING GUIDE 13.0

[. . . ] Cisco TelePresence Management Suite Provisioning Troubleshooting guide D14427. 03 December 2010 Introduction Table of Contents Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 Provisioning logs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4 Cisco TMS provisioning directory logs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4 Cisco VCS provisioning logs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . [. . . ] Go to Administrative Tools > TMS Agent Diagnostics and run Verifies that all host names in the replication domain can be resolved by doing DNS lookups. Importing from Microsoft Active Directory fails 1. Make sure that the URL to the AD Global Catalog server and port are correct, for example ldap://globalcatalog. company. int:3268? Note: Secure LDAP is not supported. Has the search filter been correctly configured?Make sure the correct username and password are used when logging on and importing from the AD. Cannot distribute email with username and password If email distribution of account information to a single user or all users fails, check the following: Has the Configure Mail Settings been configured on the System > Provisioning > Directory > Workspace pane?Is anything on the network blocking SMTP traffic? Cisco TMS Provisioning Administrator Guide Page 8 of 16 Movi troubleshooting Movi troubleshooting Error messages A short error message is displayed on-screen when communication errors occur with the Cisco VCS. Below are descriptions of relevant troubleshooting strategies, grouped by error message headings. Login failed Wrong username, domain, and/or password Check Audit. log and make sure that the username and domain used for the login attempt are correct. In Cisco TMS, go to Systems > Provisioning > Directory and verify that the user exists and has been provided with the correct username and password. In Cisco TMS, go to Administrative Tools > TMS Agent Diagnostics and verify that replication between the Cisco TMS and Cisco VCS works by running Verifies that users created on the Local TMS Agent replicates to all the TMS Agent LDAP databases in the cluster. If connecting through a Cisco VCS Expressway: · · Go to VCS configuration > Registration > Deny List and check whether the Deny list is enabled. If so, go to VCS configuration > Registration > Allow List and verify that the user has been added to the Allow list. Check whether the Cisco VCS is in maintenance mode and therefore new calls and registrations are disallowed, and existing registrations are allowed to expire. Out of licenses All available licenses are already in use. Check for available Movi licenses in Cisco TMS under Administrative Tools > Configuration > General Settings > License and Option Keys. Connection rejected by server application Something other than the Cisco VCS may be rejecting the connection. Trace where the error message is coming from. Make sure Movi is trying to connect to the right IP address for the Cisco VCS. The server application is not responding The Cisco TMS Agent could be down. Go to Administrative Tools > TMS Agent Diagnostics. Check the status of the Cisco TMS Agent on the Cisco VCS the user is trying to connect to. The server did not respond in time The login request reached the server, but no provisioning message reached the client. Make sure no firewalls are blocking communication from the server to the client. The user's subzone may be missing from the Cisco VCS configuration. · · Go to VCS configuration > Local Zone > Subzones. Verify that the user is included in an existing subzone. Cisco TMS Provisioning Administrator Guide Page 9 of 16 Movi troubleshooting Could not find server in DNS Look at Audit. log. [. . . ] Verify that the check box for the user's group is selected. Repeat steps 2 to 4 for each phone book that the user group needs access to. Refresh connection to TMS Agent If no phone books are visible, E20 may also have lost connection with the Cisco TMS Agent. This will not be immediately noticeable, as phone calls can still be made and received. If you suspect this is the problem, either: Disconnect and reconnect the endpoint. [. . . ]