Cisco Cisco TelePresence Video Communication Server Expressway
Appendix 2 – Troubleshooting
Cisco VCS Deployment Guide: Cisco VCS Starter Pack Express (X7.1)
Page 22 of 30
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 Cisco 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.
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.
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.
configure the appropriate usernames and passwords in the local authentication database.
Failed to update presence
Movi 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.
configure the 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 Movi.
source packet analyzer) trace on the PC running Movi.
Note, however, that if Movi 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:
Movi
Cisco VCS
Subscribe
To:provisioning@<domain>
From: <Username>@<domain>
Event: ua-profile
To:provisioning@<domain>
From: <Username>@<domain>
Event: ua-profile
Unauthorized
To:provisioning@<domain>
From: <Username>@<domain>
www-authenticate: Digest nonce
To:provisioning@<domain>
From: <Username>@<domain>
www-authenticate: Digest nonce
Subscribe
To:provisioning@<domain>
From: <Username>@<domain>
Authorization: Digest nonce
To:provisioning@<domain>
From: <Username>@<domain>
Authorization: Digest nonce