Cisco Cisco TelePresence Video Communication Server Expressway
Appendix 2 – Troubleshooting
Cisco VCS Deployment Guide: Cisco VCS Starter Pack Express (X7.2)
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Login failed – The server did not respond in time
This means the provisioning request was acknowledged by the server, but no provisioning message
was received by Movi.
was received by Movi.
Make sure that no firewalls are blocking communication from the VCS to Movi.
Make sure that the VCS can contact the IP address of the Movi (or if behind a home, small
business or hotel firewall, the outside IP address of that firewall).
business or hotel firewall, the outside IP address of that firewall).
Login failed – Could not find server in DNS
The term “server” refers to the provisioning server before the Movi is provisioned, and the VCS after
Movi is provisioned.
Movi is provisioned.
Check that the Internal VCS and External VCS names on the Movi Advanced dialog are
resolvable by the Movi PC, for example by attempting to ping the DNS names. (These are the
addresses Movi uses when requesting to be provisioned.)
resolvable by the Movi PC, for example by attempting to ping the DNS names. (These are the
addresses Movi uses when requesting to be provisioned.)
Check that the Cluster name (FQDN for provisioning) on the
VCS configuration > Clustering
page of VCS is resolvable by the Movi PC, for example by attempting to ping the DNS name.
Login failed – Unable to connect to server
The term “server” refers to the provisioning server before the Movi is provisioned, and the VCS after
Movi is provisioned.
Movi is provisioned.
Check that the Internal VCS and External VCS names on the Movi Advanced dialog are
resolvable by the Movi PC and resolve to the Starter Pack address, for example by attempting to
ping the DNS names. (These are the addresses Movi uses when requesting to be provisioned.)
resolvable by the Movi PC and resolve to the Starter Pack address, for example by attempting to
ping the DNS names. (These are the addresses Movi uses when requesting to be provisioned.)
Check that the Cluster name (FQDN for provisioning) on the
VCS configuration > Clustering
page of VCS is resolvable by the Movi PC and resolves to the Starter Pack address, for example
by attempting to ping the DNS name.
by attempting to ping the DNS name.
Check that TCP mode and TLS mode are both set to On. (Check this on the
VCS configuration
> Protocols > SIP > Configuration
page.)
Make sure the VCS is configured to listen on the ports Movi is trying to access, by default
TCP port = 5060 and TLS port = 5061. (Check this on the
TCP port = 5060 and TLS port = 5061. (Check this on the
VCS configuration > Protocols >
SIP > Configuration
page.)
Call failed – The user could not be found. The user is offline or does not exist.
Check the called ID entered in the Type name, number or address field (past entries are available
under the Recent calls tab).
under the Recent calls tab).
If this is correct, check:
Is the called party offline?
Is the called party dialable on this network?
Call failed – The user could not be found
Check the called ID entered in the Type name, number or address field (past entries are available
under the Recent calls tab).
under the Recent calls tab).
If this is correct, check:
Is the called party offline?
Is the called party dialable on this network?
Call failed – The user could not be reached. Please try again later.
The user did not respond.
Call failed – An error was received from the server
The call was rejected by the VCS. The error message received from the server is in the user’s
Audit.log. See the Movi troubleshooting section in the Cisco TMS Provisioning troubleshooting guide.
Audit.log. See the Movi troubleshooting section in the Cisco TMS Provisioning troubleshooting guide.