Cisco Cisco TelePresence Management Suite (TMS) Version 15 Maintenance Manual
System upgrade fails
Upgrades fail with a "100% Event failed" message
When a scheduled upgrade task fails with a "100% Event failed" error in the
System Upgrade Activity
Status
, click the Description field to view the specific error message.
Unable to connect to the remote server
Error: "The event failed to complete. Details: hostAddress: 10.1.2.3, description: GetDocument Failed. URL:
https://10.1.2.3/getxml?location=/Configuration/, base exception: Unable to connect to the remote server"
https://10.1.2.3/getxml?location=/Configuration/, base exception: Unable to connect to the remote server"
Basic steps
This error message indicates that Cisco TMS was unable to connect to the endpoint to initiate the upgrade.
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Verify that the endpoint has HTTP Mode enabled, or if Secure-Only Device Communication is enabled in
Cisco TMS, that HTTPS Mode is enabled on the endpoint.
Cisco TMS, that HTTPS Mode is enabled on the endpoint.
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Enabling these services could require a reboot of the endpoint for Cisco TMS to pick up the change.
Software FTP Directory not accessible
"The event failed to complete. Details: Software FTP Directory not accessible via IIS/HTTP."
Basic steps
This error message indicates that Cisco TMS was unable to create a software upgrade URL it could
provision the endpoint with.
provision the endpoint with.
1. Verify that the Software FTP Directory (configurable in
TMS Tools
) is a subfolder of C:\Program Files
(x86)\TANDBERG\TMS\wwwTMS\
2. Restart IIS and SchedulerService.
Upgrades hang in a "25% Executing" state
Endpoints running TC software >= 6.0 have the ability to provide feedback to Cisco TMS about the upgrade
process, so that Cisco TMS can provide an accurate status in the
process, so that Cisco TMS can provide an accurate status in the
System Upgrade Activity Status
.
When a scheduled upgrade task hangs in a "25% Executing" state, it indicates that the endpoint is unable to
get the new software package from the URL Cisco TMS provisioned it with.
get the new software package from the URL Cisco TMS provisioned it with.
Basic steps
Using a web browser, go to http://ip.address.of.endpoint/status.xml. Verify that:
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Within the <Provisioning> element, there is a <URL> element showing a URL pointing to the Cisco TMS
server.
server.
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The URL displayed is accessible using a web browser.
The URL is built using one of the addresses in
Administrative Tools > Network Settings > Advanced
Network Settings for Systems on Internal LAN
as the base, and with the folders defined in
Cisco TelePresence Management Suite Administrator Guide (14.6)
Page 327 of 344
Troubleshooting
System scenarios