Cisco 3500 MCU Manuel utilisateur

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Troubleshooting Guide for Cisco Unified

Videoconferencing 3500 MCU Release 5.1

Text Part Number: OL-12051-01

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Troubleshooting Guide for Cisco Unified Videoconferencing 3500 MCU Release 5.1

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Troubleshooting Guide for Cisco Unified Videoconferencing 3500 MCU Release 5.1

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CONTENTS

Preface v

Purpose v

Audience v

Document Conventions v

Obtaining Documentation vi

Cisco.com vi

Product Documentation DVD vi

Ordering Documentation vi

Documentation Feedback vii

Cisco Product Security Overview vii

Reporting Security Problems in Cisco Products vii

Product Alerts and Field Notices viii

Obtaining Technical Assistance viii

Cisco Technical Support & Documentation Website viii

Submitting a Service Request ix

Definitions of Service Request Severity ix

Obtaining AdditionalPublications and Information x

CHAPTER

1Troubleshooting the Cisco Unified Videoconferencing 3500 MCU 1-1

Resolving MCU Failure to Register with the Gatekeeper 1-2

Resolving Front Panel LED Issues 1-2

Resolving MCU Conference Initiation Failure 1-3

Resolving Conference Access Failure 1-4

Resolving Cascading Failure 1-4

Resolving Quality Issuesin Cascaded Conferences 1-5

Resolving Endpoint Disconnection Issues 1-5

Resolving Unexpected Conference Termination 1-5

Resolving Presentation Issues 1-6

Resolving Participant Connection Issues 1-6

Resolving Unexpected SIP Call Disconnection 1-6

Resolving Audio and Video Issues in SIP Calls 1-6

Contents

Troubleshooting Guide for Cisco Unified Videoconferencing 3500 MCU Release 5.1 OL-12051-01

Troubleshooting Guide for Cisco Unified Videoconferencing 3500 MCU Release 5.1

OL-12051-01

Preface

Revised: November 27, 2006, OL-12051-01

Purpose

This guide provides the information you need to troubleshoot problems in the Cisco Unified

Videoconferencing 3500 MCU.

Audience

This guide is intended for network administrators and end users who need help addressing operational

problems in the Cisco Unified Videoconferencing 3500 MCU.

Document Conventions

This document uses the following conventions:

Convention Description

boldface font Commands and keywords are in boldface.

italic font Arguments for which you supply values are in italics.

[ ] Elements in square brackets are optional.

{ x | y | z } Alternative keywords are grouped in braces and separated by vertical bars.

[ x | y | z ] Optional alternative keywords are grouped in brackets and separated by

vertical bars.

string A nonquoted set of characters. Do not use quotation marks around the string

or the string will include the quotation marks.

screen font Terminal sessions and information the system displays are in screen font.

boldface screen font Information you must enter is in boldface screen font.

italic screen font Arguments for which you supply values are in italic screen font.

Troubleshooting Guide for Cisco Unified Videoconferencing 3500 MCU Release 5.1 OL-12051-01

Preface

Obtaining Documentation

Cisco documentation and additional literature are available on Cisco.com. This section explains the

product documentation resources that Cisco offers.

Cisco.com

You can access the most current Cisco documentation at this URL:

http://www.cisco.com/techsupport

You can access the Cisco website at this URL:

http://www.cisco.com

You can access international Cisco websites at this URL:

http://www.cisco.com/public/countries_languages.shtml

Product Documentation DVD

The Product Documentation DVD is a library of technical product documentation on a portable medium.

The DVD enables you to access installation, configuration, and command guides for Cisco hardware and

software products. With the DVD, you have access to the HTML documentation and some of the

PDF files found on the Cisco website at this URL:

http://www.cisco.com/univercd/home/home.htm

The Product Documentation DVD is created and released regularly. DVDs are available singly or by

subscription. Registered Cisco.com users can order a Product Documentation DVD (product number

DOC-DOCDVD= or DOC-DOCDVD=SUB) from Cisco Marketplace at the Product Documentation

Store at this URL:

http://www.cisco.com/go/marketplace/docstore

Ordering Documentation

You must be a registered Cisco.com user to access Cisco Marketplace. Registered users may order

Cisco documentation at the Product Documentation Store at this URL:

http://www.cisco.com/go/marketplace/docstore

If you do not have a user ID or password, you can register at this URL:

http://tools.cisco.com/RPF/register/register.do

^ The symbol ^ represents the key labeled Control—for example, the key

combination ^D in a screen display means hold downthe Control key while

you press the D key.

< > Nonprinting characters, such as passwords are in angle brackets.

Convention Description

vii

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Preface

Documentation Feedback

You can provide feedback about Cisco technical documentation on the Cisco Technical Support &

Documentation site area by entering your comments in the feedback form available in every online

document.

Cisco Product Security Overview

Cisco provides a free online Security Vulnerability Policy portal at this URL:

http://www.cisco.com/en/US/products/products_security_vulnerability_policy.html

From this site, you will find information about how to do the following:

•Report security vulnerabilities in Cisco products

•Obtain assistance with security incidents that involve Cisco products

•Register to receive security information from Cisco

A current list of security advisories, security notices, and security responses for Cisco products is

available at this URL:

http://www.cisco.com/go/psirt

To see security advisories, security notices, and security responses as they are updated in real time, you

can subscribe to the Product Security Incident Response Team Really Simple Syndication (PSIRT RSS)

feed. Information about how to subscribe to the PSIRT RSS feed is found at this URL:

http://www.cisco.com/en/US/products/products_psirt_rss_feed.html

Reporting Security Problems in Cisco Products

Cisco is committed to delivering secure products. We test our products internally before we release

them, and we strive to correct all vulnerabilities quickly. If you think that you have identified a

vulnerability in a Cisco product, contact PSIRT:

•For emergencies only—security-alert@cisco.com

An emergency is either a condition in which a system is under active attack or a condition for which

a severe and urgent security vulnerability should be reported. All other conditions are considered

nonemergencies.

•For nonemergencies—[email protected]om

In an emergency, you can also reach PSIRT by telephone:

•1 877 228-7302

•1 408 525-6532

Tip We encourage you to use Pretty Good Privacy (PGP) or a compatible product (for example, GnuPG) to

encrypt any sensitive information that you send to Cisco. PSIRT can work with information that has been

encrypted with PGP versions 2.xthrough 9.x.

Never use a revoked encryption key or an expired encryption key. The correct public key to use in your

correspondence with PSIRT is the one linked in the Contact Summary section of the Security

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Preface

Vulnerability Policy page at this URL:

http://www.cisco.com/en/US/products/products_security_vulnerability_policy.html

The link on this page has the current PGP key ID in use.

If you do not have or use PGP, contact PSIRT to find other means of encrypting the data before sending

any sensitive material.

Product Alerts and Field Notices

Modifications to or updates about Cisco products are announced in Cisco Product Alerts and Cisco Field

Notices. You can receive Cisco Product Alerts and Cisco Field Notices by using the Product Alert Tool

on Cisco.com. This tool enables you to create a profile and choose those products for which you want

to receive information.

To access the Product Alert Tool, you must be a registered Cisco.com user. (To register as a Cisco.com

user, go to this URL: http://tools.cisco.com/RPF/register/register.do) Registered users can access the

tool at this URL: http://tools.cisco.com/Support/PAT/do/ViewMyProfiles.do?local=en

Obtaining Technical Assistance

Cisco Technical Support provides 24-hour-a-day award-winning technical assistance. The

Cisco Technical Support & Documentation website on Cisco.com features extensive online support

resources. In addition, if you have a valid Cisco service contract, Cisco Technical Assistance Center

(TAC) engineers provide telephone support. If you do not have a valid Cisco service contract, contact

your reseller.

Cisco Technical Support & Documentation Website

The Cisco Technical Support & Documentation website provides online documents and tools for

troubleshooting and resolving technical issues with Cisco products and technologies. The website is

available 24 hours a day at this URL:

http://www.cisco.com/techsupport

Access to all tools on the Cisco Technical Support & Documentation website requires a Cisco.com

user ID and password. If you have a valid service contract but do not have a user ID or password, you

can register at this URL:

http://tools.cisco.com/RPF/register/register.do

Note Use the Cisco Product Identification Tool to locate your product serial number before submitting a

request for service online or by phone. You can access this tool from the Cisco Technical Support &

Documentation website by clicking the Tools & Resources link, clicking the All Tools (A-Z) tab, and

then choosing Cisco Product Identification Tool from the alphabetical list. This tool offers three

search options: by product ID or model name; by tree view; or, for certain products, by copying and

Troubleshooting Guide for Cisco UnifiedVideoconferencing 3500 MCU Release 5.1

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Preface

pasting show command output. Search results show an illustration of your product with the serial

number label location highlighted. Locate the serial number label on your product and record the

information before placing a service call.

Tip Displaying and Searching on Cisco.com

If you suspect that the browser is not refreshing a web page, force the browser to update the web page

by holding down the Ctrl key while pressing F5.

To find technical information, narrow your search to look in technical documentation, not the entire

Cisco.com website. On the Cisco.com home page, click the Advanced Search link under the Search box

and then click the Technical Support & Documentation radio button.

To provide feedback about the Cisco.com website or a particular technical document, click Contacts &

Feedback at the top of any Cisco.com web page.

Submitting a Service Request

Using the online TAC Service Request Tool is the fastest way to open S3 and S4 service requests.

(S3 and S4 service requests are those in which your network is minimally impaired or for which you

require product information.) After you describe your situation, the TAC Service Request Tool provides

recommended solutions. If your issue is not resolved using the recommended resources, your service

request is assigned to a Cisco engineer. The TAC Service Request Tool is located at this URL:

http://www.cisco.com/techsupport/servicerequest

For S1 or S2 service requests, or if you do not have Internet access, contact the Cisco TAC by telephone.

(S1 or S2 service requests are those in which your production network is down or severely degraded.)

Cisco engineers are assigned immediately to S1 and S2 service requests to help keep your business

operations running smoothly.

To open a service request by telephone, use one of the following numbers:

Asia-Pacific: +61 2 8446 7411

Australia: 1 800 805 227

EMEA: +32 2 704 55 55

USA: 1 800 553 2447

For a complete list of Cisco TAC contacts, go to this URL:

http://www.cisco.com/techsupport/contacts

Definitions of Service Request Severity

To ensure that all service requests are reported in a standard format, Cisco has established severity

definitions.

Severity 1 (S1)—An existing network is “down”or there is a critical impact to your business operations.

You and Cisco will commit all necessary resources around the clock to resolve the situation.

Severity 2 (S2)—Operation of an existing network is severely degraded, or significant aspects of your

business operations are negatively affected by inadequate performance of Cisco products. You and

Cisco will commit full-time resources during normal business hours to resolve the situation.

Troubleshooting Guide for Cisco Unified Videoconferencing 3500 MCU Release 5.1 OL-12051-01

Preface

Severity 3 (S3)—Operational performance of the network is impaired while most business operations

remain functional. You and Cisco will commit resources during normal business hours to restore service

to satisfactory levels.

Severity 4 (S4)—You require information or assistance with Cisco product capabilities, installation, or

configuration. There is little or no effect on your business operations.

Obtaining Additional Publications and Information

Information about Cisco products, technologies, and network solutions is available from various online

and printed sources.

•The Cisco Online Subscription Center is the website where you can sign up for a variety of

Cisco e-mail newsletters and other communications. Create a profile and then select the

subscriptions that you would like to receive. To visit the Cisco Online Subscription Center,

go to this URL:

http://www.cisco.com/offer/subscribe

•The Cisco Product Quick Reference Guide is a handy, compact reference tool that includes brief

product overviews, key features, sample part numbers, and abbreviated technical specifications for

many Cisco products that are sold through channel partners. It is updated twice a year and includes

the latest Cisco channel product offerings. To order and find out more about the Cisco Product

Quick Reference Guide, go to this URL:

http://www.cisco.com/go/guide

•Cisco Marketplace provides a variety of Cisco books, reference guides, documentation, and logo

merchandise. Visit Cisco Marketplace, the company store, at this URL:

http://www.cisco.com/go/marketplace/

•Cisco Press publishes a wide range of general networking, training, and certification titles. Both

new and experienced users will benefit from these publications. For current Cisco Press titles and

other information, go to Cisco Press at this URL:

http://www.ciscopress.com

•Internet Protocol Journal is a quarterly journal published by Cisco Systems for engineering

professionals involved in designing, developing, and operating public and private internets and

intranets. You can access the Internet Protocol Journal at this URL:

http://www.cisco.com/ipj

•Networking products offered by Cisco Systems, as well as customer support services, can be

obtained at this URL:

http://www.cisco.com/en/US/products/index.html

•Networking Professionals Connection is an interactive website where networking professionals

share questions, suggestions, and information about networking products and technologies with

Cisco experts and other networking professionals. Join a discussion at this URL:

http://www.cisco.com/discuss/networking

•“What’s New in Cisco Documentation”is an online publication that provides information about the

latest documentation releases for Cisco products. Updated monthly, this online publication is

organized by product category to direct you quickly to the documentation for your products. You

can view the latest release of “What’s New in Cisco Documentation”at this URL:

http://www.cisco.com/univercd/cc/td/doc/abtunicd/136957.htm

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