Cisco Cisco TelePresence Video Communication Server Expressway
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).
the Recent calls tab).
If this is correct, check:
n
Is the called party offline?
n
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.
Call failed – Not enough call licenses
All available licenses may be in use. Check the call licenses usage on the VCS
Overview
page.
Phone book searches do not return any entries
Phone book search requests are rejected if the Default Subzone is configured with an Authentication policy
of Do not check credentials.
of Do not check credentials.
You are recommended to set the Default Subzone authentication to Check credentials and configure the
appropriate usernames and passwords in the local authentication database.
appropriate usernames and passwords in the local authentication database.
Failed to update presence
Jabber Video displays a “Failed to update Presence” message if the Default Subzone is configured with an
Authentication policy of Do not check credentials.
Authentication policy of Do not check credentials.
You are recommended to set the Default Subzone authentication to Check credentials and configure the
appropriate usernames and passwords in the local authentication database.
appropriate usernames and passwords in the local authentication database.
Signaling level troubleshooting
Troubleshooting is usually best carried out in the first instance by taking a Wireshark (a free, open-source
packet analyzer) trace on the PC running Jabber Video.
packet analyzer) trace on the PC running Jabber Video.
Note, however, that if Jabber Video is communicating over TLS, then messages will be encrypted and not
decodable. If possible, turn off TLS or use SIP logging.
decodable. If possible, turn off TLS or use SIP logging.
On the Wireshark trace check that the following sequence is observed:
Jabber Video VCS
Subscribe
To:provisioning@<domain>
From: <Username>@<domain>
Event: ua-profile
Unauthorized
To:provisioning@<domain>
From: <Username>@<domain>
www-authenticate: Digest nonce
Cisco TelePresence VCS Starter Pack Express Deployment Guide (X8.5)
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Appendix 1: Troubleshooting