Cisco TELEPRESENCE MANAGEMENT SUITE PROVISIONING Troubleshooting Manual Download | Manualshive

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Cisco TelePresence

Management Suite

Provisioning

Troubleshooting guide

D14427.03

December 2010

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Summary of Contents for TELEPRESENCE MANAGEMENT SUITE PROVISIONING

Page 1: ...Cisco TelePresence Management Suite Provisioning Troubleshooting guide D14427 03 December 2010 ...

Page 2: ...nabling provisioning 7 Importing from Microsoft Active Directory fails 8 Cannot distribute email with username and password 8 Movi troubleshooting 9 Error messages 9 Login failed 9 Call failed 10 Phone book services are unavailable 11 Phonebook services are disabled 11 Presence status services are not enabled 11 Status publication failed 11 Unable to connect to server 11 Disconnected from server 1...

Page 3: ...strators who configure and maintain provisioning for Cisco TelePresence products The document contains Overviews of logs that may be of assistance in troubleshooting provisioning Strategies for resolving provisioning related problem scenarios in TMS Cisco TelePresence Movi Movi and Cisco IP Video Phone E20 E20 with references to error messages that the user or administrator may encounter ...

Page 4: ...Maintenance and click Download Log Files to grab a zipped archive of all logs Cisco VCS provisioning logs On the Cisco VCS go to Status Logs Event Log The Cisco VCS Event Log is displayed on the format date time process_name message_details Messages related to the TMS Agent all have the process name tprovisioning Use the search field to filter the log by tprovisioning so that only Cisco TMS Agent ...

Page 5: ... Two log generations are stored Audit log The log that will be most useful to you as an administrator is Audit log Here provisioning communication between Movi and the server is recorded By looking at the audit log you can tell which advanced settings the user has and whether provisioning succeeds or fails Some error messages from the server are also recorded here although this feature is not full...

Page 6: ...If you do not see Directory showing up under Systems Provisioning in Cisco TMS check the following Are you running TMS version 12 5 or later In the TMS web view check the lower right corner for version information Are you running a trial version of Cisco TMS Provisioning is not supported in trial versions Do you have have the required privileges to see this directory Has Enable TMS Agents Provisio...

Page 7: ...ar files are missing 3 If both criteria above are met solve the issue by uninstalling Cisco TMS the application only leaving the databases untouched and reinstalling it Adding VCS to TMS fails If you are having problems adding Cisco VCS to Cisco TMS check the following Is SNMP enabled on VCS Go to Administrative Tools TMS Agent Diagnostics and run Provisioning Diagnostic Tool test SNMP to verify t...

Page 8: ...art the Cisco VCS 3 Force refresh the system in Cisco TMS for the name change to be updated 4 Delete and rebuild the cluster on the Cisco TMS again 5 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 ser...

Page 9: ...nd 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...

Page 10: ...not been configured Audit log will note it as empty If the error occurred after receiving provisioning data go to Systems Provisioning Directory and verify that the SIP Server Address configuration is present and correct On the VCS go to VCS configuration Protocols SIP Configuration Verify that TCP and TLS are both set to On Make sure Cisco VCS is listening on the ports Movi is trying to access by...

Page 11: ...re disabled Phone book provisioning has not been enabled or is configured incorrectly Refer to the Provisioning deployment guide for more information on enabling the provisioning of phone books Presence status services are not enabled Verify that the Presence server configuration is set on the user in TMS Verify by looking at Audit log that the client sends and receives information regarding prese...

Page 12: ...e Tools TMS Agent Diagnostics and verify connectivity of the Cisco VCS the user is trying to connect to Disconnected from server Your internet connection may have been lost Does the user s computer have network connectivity This message is typically displayed if your computer changes networks for example from wireless to LAN or one wireless network to another This error will not be displayed if Si...

Page 13: ...e Cisco VCS is in maintenance mode which will mean that new calls and registrations are disallowed and existing registrations are allowed to expire DNS records for E20 provisioning must be set up as described in the Provisioning deployment guide Use the nslookup command line tool to verify that the required DNS records are present and functional For more information on how to use nslookup see the ...

Page 14: ... 3 Click on the Access Control tab 4 Verify that the check box for the user s group is selected 5 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...

Page 15: ... technical support team on all Cisco TelePresence products see articles in the knowledge base Name Document reference Cisco TelePresence Provisioning Deployment Guide D1436804 Cisco TelePresence Administrator Guide X5 1 D14049 07 Cisco TelePresence Deployment Guide Creating a Cluster of VCS peers X5 D14367 04 Cisco TelePresence Movi administrator guide D1441006 Cisco E20 IP Video Phone administrat...

Page 16: ... ALL FAULTS CISCO AND THE ABOVE NAMED SUPPLIERS DISCLAIM ALL WARRANTIES EXPRESSED OR IMPLIED INCLUDING WITHOUT LIMITATION THOSE OF MERCHANTABILITY FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT OR ARISING FROM A COURSE OF DEALING USAGE OR TRADE PRACTICE IN NO EVENT SHALL CISCO OR ITS SUPPLIERS BE LIABLE FOR ANY INDIRECT SPECIAL CONSEQUENTIAL OR INCIDENTAL DAMAGES INCLUDING WITHOUT LIMITATION...

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