Cisco Cisco TelePresence Video Communication Server Expressway

Appendix 2 – Troubleshooting

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.

Call failed – Not enough call licenses

All available licenses may already be in use. Check the call licenses used on the VCS Overview
page.

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.

Note: If Movi has Auto or TLS transport selected, sign out of Movi, go to the Advanced page and
reconfigure Movi to use TCP. Using TLS causes messages to be encrypted and not decodable.

On the Wireshark trace check that the following sequence is observed:

Movi

Cisco

VCS

Subscribe
To:provisioning@<domain>
From: <Username>@<domain>
Event: ua-profile

Unauthorised
To:provisioning@<domain>
From: <Username>@<domain>
www-authenticate: Digest nonce

Subscribe
To:provisioning@<domain>
From: <Username>@<domain>
Authorization: Digest nonce

OK (to Subscribe)

Notify
To: <Username>@<domain>
From: provisioning@<domain>
Content-Type:text/xml
<xml><ProvData>

… Movi provisioning data

OK (to Notify)
To: <Username>@<domain>
From: provisioning@<domain>

Publish
To: <Username>.ep@<domain>
To: <Username>.ep@<domain>
<xml <tuple <status> <basic> open

Register
To: <Username>.ep@<domain>
To: <Username>.ep@<domain>

OK (to publish)
To: <Username>.ep@<domain>
To: <Username>.ep@<domain>

Cisco VCS Deployment Guide: Cisco VCS Expressway Starter Pack (X5.1)

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