|
|
These topics help you identify and resolve problems you might have when using Cisco Conference Connection:
These topics help you identify and troubleshoot problems that arise while installing Cisco Conference Connection or when trying to initially configure the system:
Table 7-1 lists some likely errors you might encounter while installing Cisco Conference Connection. In general, look at the c:\ciscoInstall.log file for any problems related to installation.
Table 7-1 Cisco Conference Connection Installation Error Messages
| Error Message | Description/Solution |
|---|---|
Verify that Microsoft Data Engine (MSDE) is installed correctly on the Cisco Conference Connection server machine by selecting Start>Programs>MSDE. If you do not find the MSDE folder, then MSDE was not installed correctly. This might happen if you installed the software using Terminal Services (do not use Terminal Services to install the product). Reinstall Cisco Conference Connection as described in the "Upgrading or Reinstalling Cisco Conference Connection" section. |
|
"Serviceability installation failed" or "Installation of Compaq drivers and agent failed..." |
Check the c:\ciscoInstall.log file for errors related to the serviceability installation. Reinstall Cisco Conference Connection as described in the "Upgrading or Reinstalling Cisco Conference Connection" section. |
You may have to create the virtual directory yourself. Try to log on to the Cisco Conference Connection Web interface. If you can log on successfully, then ignore this message. Otherwise, create the virtual directory yourself as described in the "The Cisco Conference Connection Web Interface Does Not Work Correctly" section. |
|
Follow the procedure described in the "Changes Required When Changing Directory Support" section. You do not need to redo the CRA Engine configuration as mentioned in this procedure. |
|
"You do not have administrator privileges on this machine..." |
You must log into Windows with administrative privileges to install the software. Log out and log in with an account that has administrative privileges. |
Check to see if Microsoft Internet Information Services (IIS) are installed on the Cisco Conference Connection server. If it is not installed, reinstall Cisco Conference Connection as described in the "Upgrading or Reinstalling Cisco Conference Connection" section. |
|
You tried to upgrade or reinstall the software without first uninstalling it. Follow the procedure described in the "Upgrading or Reinstalling Cisco Conference Connection" section. |
If you get a message during installation that a virtual directory could not be created, and when you try to use the Cisco Conference Connection web interface it does not work correctly (for example, graphics are missing), it is likely that the Scripts (and possibly the DC-MeetingServer) virtual directory did not get installed and that you need to create the virtual directory yourself. Instead of creating the directory yourself, you can first try reinstalling the software. If that does not work, use this procedure to create the Scripts virtual directory.
If you need to create the DC-MeetingServer directory, the procedure is similar: use DC-MeetingServer instead of Scripts when indicated in the procedure.
 |
Note If the web page does not appear at all, verify that you have started Cisco Conference Connection. If it is started, you need to reinstall the software. |
Internet Information Services opens.
Step 2 Select the Cisco Conference Connection server in the left pane.
Internet Information Services displays the server information in the right pane. The information is also available in the left pane if you open the server's folder.
Step 3 Double-click Default Web Site in the right pane.
Internet Information Services displays the virtual directories of the Cisco Conference Connection web site.
Step 4 Check to see if the Scripts virtual directory appears in the list. If it does not appear, create it:
Internet Information Services starts the Virtual Directory Creation wizard.
c. On the Virtual Directory Alias window, enter Scripts and click Next.
d. On the Web Site Content Directory window, click Browse and locate the c:\Inetpub\Scripts folder. Click OK to select the folder, and then Next to move to the next window.
e. On the Access Permissions window, clear all check boxes so that nothing is selected. Click Next.
f. Click Finish to close the wizard.
g. Right-click the Scripts directory in the right pane and select Properties.
h. On the Properties window, select the Virtual Directory tab and then select Scripts and Executables in the Execute Permissions field.
These topics describe some problems you might encounter when starting or rebooting the Cisco Conference Connection server:
|
Note If you change the IP address or machine name of the Cisco Conference Connection server, the server might not start or function correctly. Reinstall the software as described in the "Upgrading or Reinstalling Cisco Conference Connection" section. |
Several services must start for Cisco Conference Connection to work properly. These services include:
If some services fail to start when you start the Cisco Conference Connection server:
1. Select Start>Programs>Administrative Tools>Services to open the Services control panel.
2. Double-click the Cisco Application Engine service to open the properties window, and select the Log On tab. The account used to log on must have administrative privileges on the server. If the password contains spaces, change it here.
If the CRA Engine subsystems fail to start even if the engine is shown as running, reboot the Cisco Conference Connection server. This will resolve the problem in most cases. See the "Monitoring CRA Engine Subsystem Status" section for information on how to monitor CRA Engine status.
If restarting the server does not resolve the problem:
If the DCMS data source does not appear, log into the Cisco Conference Connection web interface and schedule a conference. Then, recheck the Start menu path. If DCMS still does not appear, reinstall the software.
These topics describe how to monitor the CRA Engine and troubleshoot problems you might encounter with the CRA Engine status and configuration.
The CRA Engine's subsystems must be in service for Cisco Conference Connection to work properly. You can monitor the status of the Engine and its subsystem's through the CRA Application Administration interface.
Cisco CRA Application Administration opens the Engine page. This page shows the status of the CRA Engine and its subsystems.
Step 2 Determine the system status:
If the JTAPI subsystem remains out of service even after you restart the engine or reboot the server, you probably need to upgrade the JTAPI client to the most recent version. See the "Fixing JTAPI Subsystem Out-of-Service Status" section for more detailed information.
 |
Tip |
The CRA Engine includes trace file facilities to help you and Cisco Technical Support track down persistent problems. Because tracing reduces the performance of the server, only turn on tracing when trying to troubleshoot. Do not leave tracing on under normal conditions.
Cisco CRA Application Administration opens the Engine page.
Step 2 Click Trace Configuration.
Cisco CRA Application Administration opens the Trace Configuration page.
Step 3 Select Trace File Output to enable tracing, and fill in the required information. Click Help and read the online help for detailed information about these settings and the trace level options you can select. Select the options by selecting the option's check box in the Debugging column.
Step 4 To view the trace files, click Trace Files.
Cisco CRA Application Administration opens the Trace Files page. This page lists all the trace files that have been created. To view a file, click the file name in the list.
Table 7-2 explains some of the messages you might see.
Table 7-2 Cisco Conference Connection CRA Engine Trace Messages
|
Tip |
If the CRA Engine's JTAPI subsystem is out of service, and restarting the CRA Engine (as described in the "Monitoring CRA Engine Subsystem Status" section) does not resolve the problem, you might need to upgrade the JTAPI client.
Before upgrading the client, first check to ensure that these things are correct. If they are not correct, fix them and recheck the JTAPI subsystem on the Cisco Conference Connection server.
If you have configured two JTAPI providers in the CRA Engine configuration, the first one listed must be up and running for the JTAPI subsystem to start correctly. If the first one listed is not operational, try switching them (or fix the problem with the first one).
If none of these is the cause of the JTAPI subsystem problem, upgrade the JTAPI client on the Cisco Conference Connection server using this procedure:
Cisco CRA Application Administration opens the Engine page.
Step 2 Click Stop Engine.
Cisco CRA Application Administration stops the CRA Engine.
Step 3 Open the browser on the Cisco Conference Connection server and log into the Cisco CallManager administration interface.
Step 4 Select Application>Install Plugins.
Cisco CallManager opens the Install Plugins page.
Step 5 Click Cisco JTAPI in the list of plugins.
The browser opens a file download window and asks whether you want to run the program from the current location or download it.
Step 6 Select Run this program from the current location and click OK.
The JTAPI client installation program starts.
Step 7 Follow the on-screen instructions for installing the client. Reboot the Cisco Conference Connection server when the installation is complete.
|
Tip |
If you encounter problems trying to configure the Cisco CallManager directory in Cisco CRA Application Administration (as described in the "Logging In and Configuring Directory Information" section), it is likely that the directory server is unavailable.
Try pinging the directory server from the Cisco Conference Connection server to see if there is a network path between the servers. Check the directory server to ensure it is up and running correctly.
Also, check to ensure you have the correct password in the directory configuration.
You can view Cisco Conference Connection messages in the Windows Event Viewer to help diagnose problems with the system. See the Microsoft online help for information on using the Event Viewer administration tool.
To open the Event Viewer, select Start>Programs>Administrative Tools>Event Viewer. Select the application log to view Cisco Conference Connection messages. Cisco Conference Connection messages are from the DCMS source.
Some of the key messages to review are listed in Table 7-3.
Table 7-3 Cisco Conference Connection Event Viewer Application Log Messages
|
Tip |
You can manage the status of the Cisco Conference Connection server remotely using CiscoWorks2000 or another SNMP-based network management system. CiscoWorks2000 is the standard Cisco network management system, but it is not bundled with Cisco Conference Connection. For more information about CiscoWorks2000, Campus Manager, and Topology Services, refer to the documentation, available at the following URL:
http://www.cisco.com/univercd/cc/td/doc/product/rtrmgmt/cw2000/index.htm
These topics provide information to assist you in integrating Cisco Conference Connection with network management systems:
Cisco Conference Connection uses the Cisco Discovery Protocol (CDP) to periodically send out CDP messages, on the active interface, to a designated multicast address. These messages contain information such as device identification, interface name, system capabilities, SNMP agent address, and time-to-live. Any Cisco device with CDP support can locate a Cisco Conference Connection server by listening to these periodic messages.
Using information provided through CDP, the CiscoWorks2000 Server can detect the Cisco Conference Connection server, and the Campus Manager application, Topology Services, can build topology maps displaying the Cisco Conference Connection server.
Cisco Conference Connection supports the SYSAPPL-MIB that allows you to use CiscoWorks2000 or a third-party SNMP browser to remotely access information about the following Cisco Conference Connection components:
The SYSAPPL-MIB uses the Simple Network Management Protocol (SNMP). Cisco Conference Connection supports the following SYSAPPL-MIB tables:
These topics help you identify and troubleshoot problems that arise while users try to join conferences or while they are on a conference call:
Callers calling the conference call number should hear a welcome prompt. If callers do not hear the prompt, but instead report that they get an error tone, busy tone, or are disconnected when they call the Cisco Conference Connection access number:
Try stopping the engine (click Stop Engine), then restarting it (click Start Engine).
Stopping and restarting the Engine does not affect any callers currently in conferences. However, it does prevent new callers from joining conferences until the engine restarts.
The "Configuring the Conference Director IVR Application" section explains how to configure the conference.aef script.
If callers calling the conference call number hear a welcome prompt and successfully request to join a conference, but report that they subsequently hear nothing, get an error tone, busy tone, or are disconnected:
If the caller has dialed in through an H.323 gateway, the busy signal might not be transmitted to the caller, so the caller will hear nothing. There is no way to resolve this problem.
If you configure a default conference password (as described in the "Configuring the Conference Director IVR Application" section) callers must enter a password to join a conference. If the Cisco Conference Connection database is not working properly, or it is misconfigured, callers get this response based on the type of password the conference uses:
Callers also get this message if you entered an invalid default password (for example, one that is too short or too long, or one that contains non-numeric characters). If users get this message, ensure that:
If you configure the default password as "null," callers are only asked to enter a password if the conference owner defined a password for the conference. If callers are not asked to enter a password for password-protected conferences, it means there is a problem with the database. Ensure the database subsystem is in service, and that it is configured correctly.
If a caller makes it into the conference but then is dropped from the conference, these might be the possible causes:
These topics help you resolve conference call audio problems:
If the Conference Director's announcements, or conference entry or exit tones, are not working, check that the .wav files are present in the c:\Program Files\Cisco\ConferenceConnection\Prompts folder.
If they are there, check to see if they have the proper format, which must be 8- or 16-bit mono 8000 kHz, PCM.
If either of these are the problem, try reinstalling the software as described in the "Upgrading or Reinstalling Cisco Conference Connection" section.
If conference attendees hear echoing on a conference call, first determine if all participants hear an echo. If one participant is not hearing an echo, the chances are very good that the echo is coming from the participant who does not hear the echo.
One way to help eliminate various participants as the source of the echo is to ask them to mute their phones one by one, or to momentarily drop out of the conference one by one.
There are two main sources of echo:
To reduce acoustic echo, determine if any participant is using a speakerphone and request that they use a handset or headset.
To reduce the network echo, determine if any participant is calling from the Public Switched Telephone Network (PSTN), or is using a cellular phone. PSTN gateways include some form of echo cancellation; this may be set to a value that cannot handle the echo produced by some networks. Since it is not feasible to recommend a particular value for the echo cancellation parameter, check the gateway documentation to see how to vary echo cancellation, then try to experiment with different values.
If you need to contact the Cisco Technical Assistance Center (TAC) for help in resolving an audio quality problem, a sniffer program trace would be very helpful.
During a conference, if participants hear jittery voices, which might sound like the speaker is underwater or robotic, or if voices are clipped, there might be a bandwidth problem on the network. This problem is most often observed when participants join a conference through gateways and in a highly routed or switched environment.
Cisco recommends this setup to avoid this type of audio problem:
1. Connect the Cisco Conference Connection server directly to a switch port.
2. Configure the switch port to run at 100Mbps Full Duplex (do not set it for automatic detection).
3. Configure the Network Interface Card (NIC) on the Cisco Conference Connection server to run at 100Mbps Full Duplex mode:
a. Select Start>Settings>Control Panel>Network and Dial-Up Connections.
b. Right-click the network connection the server is using and select Properties.
c. Select the General tab on the Properties window and click Configure to configure the NIC.
d. In the NIC's Properties window, select the Advanced tab, and then select the setting for link speed and duplex mode. Set this parameter to 100Mbps and Full Duplex mode (these might be two parameters instead of one). Click OK when finished.
If you try to run Cisco Conference Connection on a 10Mbps link, Cisco estimates that 60 participants will use all of the available bandwidth. Any other traffic on the network will adversely effect voice quality.
If the network speed is not the problem, and you are mainly getting short intervals of silence, or clicks and pops, check to see if the problem occurred during a call with a gateway. Voice Activity Detection (VAD) on the gateways, or intelligent routers, can cause short periods of silence, if the volume of the audio stream is determined to be low. Try to lower the VAD, or remove it completely, and then check to see if the problem persists.
If none of the above procedures has any positive effect on the voice quality, then Cisco recommends that you install a network sniffer program as described in the "Fixing Audio Echo Problems" section.
These topics describe some problems users might encounter when using the Cisco Conference Connection web interface or the IP Phone Service:
If a user cannot access or log into the Cisco Conference Connection web interface:
If a user is having problems adding a conference, check for these problems:
If a user cannot find a conference in the Cisco Conference Connection web interface:
You will need to search in the Conferences In Progress, Scheduled Conferences, and Past Conferences pages separately, so ask the user whether this is a currently running, future, or past conference. The user might be looking for the conference in the wrong list.
If a user is having problems extending or deleting an in-progress conference, consider these facts:
If a user has a Cisco IP Phone that supports IP Phone Services, and you have created the service on the Cisco CallManager server, then users can subscribe to the service. Using the service, they can directly connect to conferences without going through the Conference Director application (that is, they do not have to enter conference IDs, although they do have to enter passwords).
If users cannot see a conference on the phone, first ensure that their phone supports services, that they have subscribed to the service as described in the "Subscribing to the Cisco Conference Connection IP Phone Service" section, and that the phone is associated to their user ID in Cisco CallManager.
If the service is set up correctly, find out which conference they cannot find, and check the conference information in the web interface. Hidden conferences only appear for conference owners and administrators. If a conference is hidden, and the person is not the conference owner, the conference will not appear on the phone.
When users use the Cisco Conference Connection IP Phone Service, they should immediately see a list of in-progress conferences without having to log into Cisco Conference Connection. If they are asked to enter their passwords, one of these problems might exist:
If users get the "Service not appropriately configured" message when trying to connect to a conference using the IP Phone Service, it means that the URL you entered when configuring the service contains an empty gateway prefix. Reconfigure the service as described in the "Creating the Cisco Conference Connection IP Phone Service" section.
Posted: Thu Jul 3 00:03:29 PDT 2003
All contents are Copyright © 1992--2003 Cisco Systems, Inc. All rights reserved.
Important Notices and Privacy Statement.