Cisco Cisco TelePresence Management Suite (TMS) Version 15 Troubleshooting Guide

Contents

Introduction

Prerequisites

Requirements

Component Used

Problem

Troubleshoot

Solution

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Introduction

This document describes how to isolate the IP address that sends packets to the Telepresence
Management Server (TMS) on behalf of the endpoint, causing the issue. When any managed
device is added to TMS, its status shows Reachable on LAN by default for sometime however
after sometime the status might change to Behind the Firewall. This generally happens when
packets received from device have source IP address different from the system IP address that is
received from device's xstatus by the TMS.

Prerequisites

Requirements

Cisco recommends that you have knowledge of these topics:

Cisco Telepresence Endpoint running TC (Telepresence Codec) software or MXP

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TMS

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Component Used

This document is not restricted to specific software and hardware versions.

The information in this document was created from the devices in a specific lab environment. All of
the devices used in this document started with a cleared (default) configuration. If your network is
live, make sure that you understand the potential impact of any command.

Problem

Endpoints managed by the TMS change from Reachable on LAN status to Behind the firewall
status automatically, causing the TMS to stop the management of the device. It is considered that
in order to troubleshoot, you must have HTTP communication that is allowed in the network
between the managed device and the TMS.

Troubleshoot