Troubleshooting Guide for Cisco Unified MeetingPlace Express Release 1.2 Includes Cisco Unified MeetingPlace Express VT Release 1.2 Corporate Headquarters Cisco Systems, Inc. 170 West Tasman Drive San Jose, CA 95134-1706 USA http://www.cisco.
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C O N T E N T S Preface i Purpose i Audience i Organization ii Related Documentation Conventions ii iii Obtaining Documentation iii Cisco.
Contents CHAPTER 3 Common Telephone Issues in Cisco Unified MeetingPlace Express Tips for Failed Calls 3-1 Undetected Key Presses Failed Incoming Calls Dropped Calls 3-3 Dropped Packets 4-7 General Troubleshooting Tips for the Cisco Unified MeetingPlace Express System Swapping Out a Disk Drive 9 Swapping Out a Disk Drive on a Cisco MCS 7825 10 Swapping Out a Disk Drive on a Cisco MCS 7835 or Cisco MCS 7845 File Locations 4-1 4-1 Module Numbers 5 3-5 Exception Codes and Module Numbers Used in C
Preface This preface contains the following sections: • Purpose, page i • Audience, page i • Organization, page ii • Related Documentation, page ii • Conventions, page iii • Obtaining Documentation, page iii • Documentation Feedback, page iv • Cisco Product Security Overview, page iv • Product Alerts and Field Notices, page v • Obtaining Technical Assistance, page vi • Obtaining Additional Publications and Information, page vii Purpose The Troubleshooting Guide for Cisco Unified Meetin
Preface Organization Organization This guide contains the following chapter: • Chapter 1, “Troubleshooting Access Issues for the Cisco Unified MeetingPlace Express System” • Chapter 2, “Backing Up, Archiving, and Restoring Data in Cisco Unified MeetingPlace Express” • Chapter 3, “Common Telephone Issues in Cisco Unified MeetingPlace Express” • Chapter 4, “Exception Codes and Module Numbers Used in Cisco Unified MeetingPlace Express” • Chapter 5, “General Troubleshooting Tips for the Cisco Unified
Preface Conventions Conventions The following conventions are used in this guide: Convention Description bold Commands that you must enter exactly as shown. italic Arguments for which you supply values. [ ] Elements that are optional. string A set of characters that you enter. Do not use quotation marks around the string or the string will include the quotation marks. screen Information that appears on the screen. ^ Control key—for example, ^D means press the Control and D keys simultaneously.
Preface Documentation Feedback Product Documentation DVD The Product Documentation DVD is a library of technical product documentation on a portable medium. The DVD enables you to access installation, configuration, and command guides for Cisco hardware and software products. With the DVD, you have access to the HTML documentation and some of the PDF files found on the Cisco website at this URL: http://www.cisco.com/univercd/home/home.
Preface Product Alerts and Field Notices Reporting Security Problems in Cisco Products Cisco is committed to delivering secure products. We test our products internally before we release them, and we strive to correct all vulnerabilities quickly. If you think that you have identified a vulnerability in a Cisco product, contact PSIRT: • For emergencies only — security-alert@cisco.
Preface Obtaining Technical Assistance Obtaining Technical Assistance Cisco Technical Support provides 24-hour-a-day award-winning technical assistance. The Cisco Technical Support & Documentation website on Cisco.com features extensive online support resources. In addition, if you have a valid Cisco service contract, Cisco Technical Assistance Center (TAC) engineers provide telephone support. If you do not have a valid Cisco service contract, contact your reseller.
Preface Obtaining Additional Publications and Information Submitting a Service Request Using the online TAC Service Request Tool is the fastest way to open S3 and S4 service requests. (S3 and S4 service requests are those in which your network is minimally impaired or for which you require product information.) After you describe your situation, the TAC Service Request Tool provides recommended solutions.
Preface Obtaining Additional Publications and Information • Cisco Marketplace provides a variety of Cisco books, reference guides, documentation, and logo merchandise. Visit Cisco Marketplace, the company store, at this URL: http://www.cisco.com/go/marketplace/ • Cisco Press publishes a wide range of general networking, training, and certification titles. Both new and experienced users will benefit from these publications.
C H A P T E R 1 Troubleshooting Access Issues for the Cisco Unified MeetingPlace Express System This chapter contains the following topics: • Recovering the Password for the root User Account, page 1-1 • Recovering the Password for the mpxadmin Account, page 1-2 • Recovering the System Administrator Password Used in the End-User Interface and the Administration Console, page 1-3 • Accessing the System after Uploading the Wrong SSL Certificate or Key, page 1-4 • Troubleshooting a Failed LDAP Log O
Chapter 1 Troubleshooting Access Issues for the Cisco Unified MeetingPlace Express System Recovering the Password for the mpxadmin Account Step 3 The system displays three options. Use the up and down arrow keys to highlight the third entry. It starts with “kernel.” Step 4 Press e to edit the entry. Step 5 At the end of the entry, enter a space and then single. Note You must type a space before you type single. Step 6 Press Enter to return the previous screen.
Chapter 1 Troubleshooting Access Issues for the Cisco Unified MeetingPlace Express System Recovering the System Administrator Password Used in the End-User Interface and the Administration Console Step 5 At the prompt, enter /root/.security/unimmunize.sh. Step 6 At the prompt, enter passwd mpxadmin. This tells the server to set a new password for the user called mpxadmin. Step 7 At the New password prompt, enter a new password.
Chapter 1 Troubleshooting Access Issues for the Cisco Unified MeetingPlace Express System Accessing the System after Uploading the Wrong SSL Certificate or Key Accessing the System after Uploading the Wrong SSL Certificate or Key To have Secure Socket Layer (SSL) work with the Cisco Unified MeetingPlace Express application, you must upload SSL certificates and enable SSL. See the Configuration and Maintenance Guide for Cisco Unified MeetingPlace Express Release 1.2 for information about doing this.
Chapter 1 Troubleshooting Access Issues for the Cisco Unified MeetingPlace Express System Troubleshooting a Failed LDAP Log On Attempt Step 12 The system displays a dialog box stating that this will restart the server and to only proceed if you are sure. Click OK to upload the certificates, update the configuration, and restart the server.
Chapter 1 Troubleshooting Access Issues for the Cisco Unified MeetingPlace Express System Troubleshooting a Failed LDAP Log On Attempt – The entries for the Directory username and Password fields are correct. See the Configuration and Maintenance Guide for Cisco Unified MeetingPlace Express Release 1.2 for information about allowable values for each field. Restart the Cisco Unified MeetingPlace Express server if you made any changes.
C H A P T E R 2 Backing Up, Archiving, and Restoring Data in Cisco Unified MeetingPlace Express This chapter contains the following troubleshooting topics: • Backing Up Data, page 2-1 • Archiving Data, page 2-2 • Restoring Data, page 2-2 After reviewing this chapter, if you still have problems with Cisco Unified MeetingPlace Express, contact Cisco TAC. See the “Obtaining Technical Assistance” section on page vi for information on contacting Cisco TAC.
Chapter 2 Backing Up, Archiving, and Restoring Data in Cisco Unified MeetingPlace Express Archiving Data Archiving Data You can use the Cisco Unified MeetingPlace Express Administration Center to configure the system to automatically archive data. However, if you want to manually archive data, follow these steps: Procedure Step 1 Log in to the Cisco Unified MeetingPlace Express operating system as the mpxadmin user. Step 2 At the password prompt, enter the mpxadmin password.
Chapter 2 Backing Up, Archiving, and Restoring Data in Cisco Unified MeetingPlace Express Restoring Data Procedure Step 1 Log in to the Cisco Unified MeetingPlace Express operating system as the mpxadmin user. Step 2 At the password prompt, enter the mpxadmin password. The Cisco Unified MeetingPlace Express operating system desktop appears. Step 3 Right-click on the desktop. Step 4 From the menu, select New Terminal. This brings up a terminal session.
Chapter 2 Backing Up, Archiving, and Restoring Data in Cisco Unified MeetingPlace Express Restoring Data Troubleshooting Guide for Cisco Unified MeetingPlace Express Release 1.
C H A P T E R 3 Common Telephone Issues in Cisco Unified MeetingPlace Express This chapter contains the following topics: • Tips for Failed Calls, page 3-1 • Undetected Key Presses, page 3-2 • Failed Incoming Calls, page 3-3 • Dropped Calls, page 3-3 • Dead Air During Calls, page 3-4 • Dropped Packets, page 3-4 • Unable to Call Out, page 3-5 After reviewing this chapter, if you still have problems with Cisco Unified MeetingPlace Express, contact Cisco TAC.
Chapter 3 Common Telephone Issues in Cisco Unified MeetingPlace Express Undetected Key Presses • If there is still congestion, you may have to take standard congestion reduction measures such as these: – Reduce traffic in the local LAN by adding more switches and distributing the network devices between them. – Reduce the number of devices on the local LAN (and thus the traffic) by adding more routers to create more (but smaller) LANs.
Chapter 3 Common Telephone Issues in Cisco Unified MeetingPlace Express Failed Incoming Calls • Check if G.729 coders are being used somewhere in your network, instead of G.711. G.729 will seriously corrupt in-band digits (DTMF) causing these digits to either be lost or changed. If this is happening and RFC 2833 is not a good choice, consider converting to a pure G.711 network.
Chapter 3 Common Telephone Issues in Cisco Unified MeetingPlace Express Dead Air During Calls Step 5 At the CLI, enter the following: eventlog -b -e For the start time (the -b value), enter a time shortly before the call failed. For the stop time (the -e value), enter a time shortly after the call failed. Step 6 Check for a “far end disconnect event.” If you see this, the disconnect may have been initiated outside of the Cisco Unified MeetingPlace Express system.
Chapter 3 Common Telephone Issues in Cisco Unified MeetingPlace Express Unable to Call Out c. Step 4 Click Audio Parameters. In the Default G.711 packet size (milliseconds) field, enter 10. A smaller packet size reduces the damaging effect of a lost packet. However, network traffic increases slightly. Step 5 Set the Voice activity detect field to yes. This reduces outgoing packets to callers.
Chapter 3 Common Telephone Issues in Cisco Unified MeetingPlace Express Unable to Call Out Troubleshooting Guide for Cisco Unified MeetingPlace Express Release 1.
C H A P T E R 4 Exception Codes and Module Numbers Used in Cisco Unified MeetingPlace Express This chapter contains information about the exception codes used in the Cisco Unified MeetingPlace Express system. After reviewing this chapter, if you still have problems with Cisco Unified MeetingPlace Express, contact Cisco TAC. See the “Obtaining Technical Assistance” section on page vi for information on contacting Cisco TAC.
Chapter 4 Exception Codes and Module Numbers Used in Cisco Unified MeetingPlace Express Exception Codes Table 4-1 Important Exception Codes in Cisco Unified MeetingPlace Express Code (Dec) Code (Hex) Severity Display Text 131157 0x20055 MAJOR Time has been set backwards. The system clock has been set Some resource reservations may back to at least the previous be lost. month since the last time the Cisco Unified MeetingPlace Express application was running.
Chapter 4 Exception Codes and Module Numbers Used in Cisco Unified MeetingPlace Express Exception Codes Table 4-1 Important Exception Codes in Cisco Unified MeetingPlace Express (continued) Code (Dec) Code (Hex) Severity Display Text 196848 0x300F0 MINOR Allocation of access ports to A “too many access ports” units has been fixed. Thank you! condition (see error message 0x300F1) has been resolved. Comments Recommended Action: No action required.
Chapter 4 Exception Codes and Module Numbers Used in Cisco Unified MeetingPlace Express Exception Codes Table 4-1 Important Exception Codes in Cisco Unified MeetingPlace Express (continued) Code (Dec) Code (Hex) Severity Display Text 196953 0x30159 MINOR Password authentication failure; The password authentication may need to configure or feature is not working. application restart. Recommended Action: Check for an LDAP configuration problem or an LDAP server failure.
Chapter 4 Exception Codes and Module Numbers Used in Cisco Unified MeetingPlace Express Exception Codes Table 4-1 Important Exception Codes in Cisco Unified MeetingPlace Express (continued) Code (Dec) Code (Hex) Severity Display Text 458916 0x700A4 MAJOR System crashed: restarted by the Alarm generated as the system integrity manager. comes back up; triggered by a flag set during a reboot initiated by the system integrity manager (SIM). Comments Recommended Action: No action required.
Chapter 4 Exception Codes and Module Numbers Used in Cisco Unified MeetingPlace Express Exception Codes Table 4-1 Code (Dec) Important Exception Codes in Cisco Unified MeetingPlace Express (continued) Code (Hex) 2162712 0x210018 Severity Display Text Comments WARN POC: E-mail not sent. SMTP servers are unavailable. Failed to connect to an SMTP e-mail exchanger. The exchanger may be down or there may be a problem with the SMTP configuration. Recommended Action: No action required.
Chapter 4 Exception Codes and Module Numbers Used in Cisco Unified MeetingPlace Express Module Numbers Module Numbers Some Cisco Unified MeetingPlace Express error messages refer to a module number but do not give the name of the corresponding system component. The following is an example of an error message: 11/11 15:13:37.13 MAJ 0x70041 0/2, "siupdown.
Chapter 4 Exception Codes and Module Numbers Used in Cisco Unified MeetingPlace Express Module Numbers Table 4-2 Module Numbers and Names (continued) Internal Error Number System Component Module Number Description 24576 IMC_CLASS_SDBS_TESTER 24 Shadow database server tester program 25600 IMC_CLASS_GWSIMGR 25 26624 IMC_CLASS_GWSIMAGENT 26 27648 IMC_CLASS_STREAMGW 27 Streaming gateway 28672 IMC_CLASS_CCA 28 Call control agent 29696 IMC_CLASS_MPDIRSVC 29 Directory services 30720
C H A P T E R 5 General Troubleshooting Tips for the Cisco Unified MeetingPlace Express System This chapter contains the following troubleshooting topics: • Swapping Out a Disk Drive, page 5-9 • File Locations, page 5-10 • Troubleshooting a Licensing Error Problem, page 5-11 • Troubleshooting a Problem with Excessive Random E-Mails Being Sent, page 5-11 After reviewing this chapter, if you still have problems with Cisco Unified MeetingPlace Express, contact Cisco TAC.
Chapter 5 General Troubleshooting Tips for the Cisco Unified MeetingPlace Express System File Locations Swapping Out a Disk Drive on a Cisco MCS 7825 All versions of the Cisco MCS 7825 have front-accessible, simple-swap SATA (Serial Advanced Technology Attachment) hard-disk drives. The SATA hard-disk drives are accessible through openings in the front bezel of the server.
Chapter 5 General Troubleshooting Tips for the Cisco Unified MeetingPlace Express System Troubleshooting a Licensing Error Problem Table 5-1 File Locations Location Description /lat/bin Contains most of the executable files /var/mp Contains most of the stderr and stdout files /opt/cisco/meetingplace_express/application/logs Contains most of the logs /opt/cisco/meetingplace_express/application/versions Contains a directory for each version installed /opt/cisco/meetingplace_express/uninstaller
Chapter 5 Troubleshooting a Problem with the Web Page Not Coming Up General Troubleshooting Tips for the Cisco Unified MeetingPlace Express System Troubleshooting a Problem with the Web Page Not Coming Up Problem After installing the Cisco Unified MeetingPlace Express system, the home page does not appear. Solution Make sure that you correctly set the host name values during installation. If you entered incorrect information, use the net command to change the values.
I N D EX ontape A accessing the system 1-4 archiving data about passwd 1-3 restore 2-3 unimmunize 2-2 definition 2-2 userutil 2-2 auto-negotiation 1-3 1-3 Configuration and Maintenance Guide for Cisco Unified MeetingPlace Express Release 1.
Index L S L0 backup SATA hard-disk drives 2-2 10 speed troubleshooting M 3-1 SSL certificates module numbers accessing the system 4-7 troubleshooting 1-4 1-4 system administrator P recovering lost password packet size 1-3 system clock exception code 3-5 4-2 passwords changing for mpxadmin user for mpxadmin user for root user T 1-2 trace log 1-1 for system administrator recovering 1-2 1-3 1-1 3-4 troubleshooting dead air during calls dropped calls private keys uploading 1