Troubleshooting Guide for Cisco Unified
Videoconferencing 3500 MCU Release 5.1
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Text Part Number: OL-12051-01
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Troubleshooting Guide fo r Ci sco Unified Videoconferencing 3500 MCU Release 5.1
© 2006 Cisco Systems, Inc. All rights res erved.
Preface v
Purpose v
Audience v
Document Conventions v
Obtaining Documentation vi
Cisco.com vi
Product Documentation DVD vi
Ordering Documenta tion vi
Documentation Feedback vii
CiscoProduct Security Overview vii
Reporting Security Problems in CiscoProducts vii
Product Alerts and Field Notices viii
Obtaining Technical Assistance viii
CiscoTechnical Support & Documentation Website viii
Submitting a Service Request ix
Definitions of Service Request Severi ty ix
CONTENTS
CHAPTER
Obtaining Additional Publications and Information x
1 Troubleshooting the Cisco Unified Videoconferencing3500 MCU 1-1
Resolving MCU Failure to Register with the Gatekeeper 1-2
Resolving Front Panel LED Issues 1-2
Resolving MCU Confer ence Initiation Failure 1-3
Resolving Conference Access Failure 1-4
Resolving Cascad ing Failure 1-4
Resolving Quality Issues in Cascaded Con ferences 1-5
Resolving Endpoint Disconnection Issues 1-5
Resolving Unexpected Conference Termina tion 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
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Contents
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OL-12051-01
Preface
Revised: November 27, 2006, OL-12051-01
Purpose
This guide provides the informa tion you need to trouble shoot probl ems in the Ci sco Uni fied
Videoconferencing 3500 MCU.
Audience
This guide is intended fo r network ad ministr ators and end users who ne ed help ad dressing operat ional
problems in the Cisco U nified Videoconferencing 3500 MCU.
Document Conventions
This docume nt u s es the f ol lowing conventions:
Convention Description
boldface font Commands and keywords a re i n boldface.
italic font Arguments for which you supply values are in itali c s .
[ ] Elements in square brackets are optional.
{ x | y | z } Alternative keywords are grouped in braces and separat ed by vertical bars .
[ x | y | z ] Optional alterna tive keywords are grouped in bra ckets and sep arated by
vertical bars.
string A nonquoted set of characters. Do not use quotation marks around the string
or the string will include the quotati on 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 s c reen font .
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Convention Description
^ The symbol ^ r epre se nts t he key labe led Con trol —for example, the key
combination ^D in a screen di splay means ho ld down the Control k e y while
you press the D key.
< > Nonprinting characters, such as passwords are in angle brackets.
Obtaining Documentation
Cisco documentation and additional literature are available on Cisco.com. This section explains the
product documentati on resource s that Cisco offers.
Cisco.com
You can access the most current Cisco documentation at this URL:
http://www.cisco.com/techsupport
Preface
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 DV D enables y ou to acc ess instal lation, conf iguratio n, and command gu ides for Cisco hardware and
software products. With the DVD, you have access to the HTML documentati on and some of the
PDF files found on the Cisco website at this URL:
http://www.cisco.com/univercd/home/home.htm
The Product Documen tation DVD is create d and rele ased regula rly. DVDs are available singly or by
subscription. Register ed Cisco. com users can order a Product Docu mentatio n 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 ac cess Cisc o M arket pla ce. Register ed u ser s may or der
Cisco documentat ion at the Prod uct Docum entation St ore 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
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Preface
Documentation Feedback
You can provide feedback abo ut C isco techn ica l do cu ment ati on o n t he Ci sco Technical Support &
Documentation site are a by ent er ing you r co mm ent s in t h e fe ed ba ck f orm available in every onlin e
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 informat ion 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 advisor i es, s ec ur ity no tices, and security respon s es as th e y are upda ted in r eal tim e, you
can subscribe to the Product Security Incident Response Team Rea lly Simp le 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 produ cts. We test our products internally before we releas e
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 co ndition in which a system is und er active attack o r a co ndition f or whi ch
a severe and urgent security vulnerability should be reported. All other conditions are considered
nonemergencies.
• For nonemergencies—psirt@cisco.com
In an emergency, you can also reach PSIRT by telephone:
• 1 877 228-7302
• 1 408 525-6532
Tip We encourage you to use Pre tty Go od Pr ivacy (PGP) or a compa tib le produ ct (f or examp le, GnuPG ) to
encrypt any sensitive information that you send to Cisco. PSIRT can work with information that has been
encrypted with PGP versions 2.x through 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 Summ ary sec tion of the Security
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Vulnerability Policy page at this URL:
http://www.cisco.com/en/US/products/products_security_vulnerability_policy.html
The link on this page ha s the cur rent PGP key ID in use.
If you do not have or use PGP, contact PSIRT to find other means of encrypting the data before sendi ng
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 Produc t Alerts and Cisco Field Notices by using the Product Alert Tool
on Cisco.com. This tool enab les you to create a profile an d choose tho se produ cts for whic h you want
to receive information.
To access the Product A ler t Tool, you must be a registered Cisc o.co m use r. (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
Preface
Obtaining Technical Assistanc e
Cisco Technical Support provides 24-hour-a-day award-winning tec hnica l assistan ce. 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 Cente r
(TAC) engineers provide telephone suppor t. If you do not have a valid Cisco servic e contra ct, con tact
your reseller.
Cisco Technical Support & Documentation Website
The Cisco Technical Support & D ocum en tat ion web si te provides on lin e doc um ent s a nd t ools for
troubleshooting and re solvi ng t ec hnic al issues w ith C isco products and tech nol ogi es. T he w ebsi te 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 t his URL:
http://tools.cisco.com/RPF/register/register.do
Note Use the Cisco P roduct Identification Tool to locate yo ur produ ct ser i al n um be r bef or e subm i tting a
request for servic e on lin e or by ph one . You can access this tool fr om the C isco 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 produ ct ID o r mod el name ; by t ree view; or, for ce rta in p rod uct s, by copying a nd
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Preface
pasting show command output. Search results show an illustration of your product with the serial
number label locati on highligh ted. Loc ate the se rial numbe r label on your produc t and reco rd the
information before placing a service call.
Tip Displaying and Searching on Cisco.com
If you suspect that the browser is not refresh ing a web page, forc e the browser to upda te the web page
by holding down the Ctrl key while pressing F5.
To find technical i nf or mat ion, na rrow your se ar ch to look i n techni c al do cume ntat ion , not th e en tire
Cisco.com website. On the Cisco.com home page, click the Advanced Search link under the Search box
and then click t he Technical Support & Documentation radio button.
T o provide feedback about the Cisco.com website or a particular technical document, click Contacts &
Feedback at the top of any Cisco.com w eb pag e.
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 ne twork is minima lly impai red or for which you
require product information.) After you describe your situation, the TAC Service Request Tool provides
recommended s oluti ons. I f your issu e is no t re so lved using t he r ecom me nd ed re so urce s, your se rv ice
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 TA C by telephone.
(S1 or S2 service requests are t hose in whic h your prod uction 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 telep hone, use one of the fo llowing number s:
Asia-Pacific: +61 2 8 446 7411
Australia: 1 8 00 805 227
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 networ k is severely degraded, or signi ficant aspects of your
business operations a re negatively affected by inad eq uat e p er fo rmanc e of C isco products. You and
Cisco will commit full-time resources during normal business hours to resolve the situation.
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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 li ttle or no effect on you r business operati ons.
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 fo r 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 spe cifications for
many Cisco products that are sold through channe l par tn er s . It is upd ate d twice a year and includes
the latest Cisco c hanne l pr odu ct offerings. To order and find out more a bout the C isco Product
Quick Reference Guide, go to this URL:
Preface
http://www.cisco.com/go/guide
• Cisco Marketplace provides a variety of Cisco books, reference gui des, doc umenta tion, and logo
merchandise. Visit Cisco Marketplace, the company store, at this URL:
http://www.cisco.com/go/marketplace/
• Cisco Press publi shes a wi de r ange of g en eral ne tworkin g, t raini ng, a nd cer tification ti tles. 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 quart erly j ourna l pub lis hed by Cisc o Systems for enginee ring
professionals involved in designing, developing, and ope ratin g p ubli c a nd private internets a nd
intranets. You can access the Internet Protocol Journal at this URL:
http://www.cisco.com/ipj
• Networking products offered by Ci sco Systems, as well as cust om er sup por t se rv ices , ca n be
obtained at this URL:
http://www.cisco.com/en/US/products/index.html
• Networking Professionals C onnec tion is an int era ctive website w here n etworking pr ofessi on als
share questions, sug gest ions, and info rma ti on a bout ne tworkin g p roduc ts a nd techn ologi es w it h
Cisco experts and other netwo rking professi onals. Joi n a discussion at this U RL:
http://www.cisco.com/discuss/networking
• “What’s New in Cisco Docu me nt atio n” is an online publicatio n that prov ides infor mation about the
latest documentation releases for Cisco products. Updated monthly, this online publication is
organized by product category to direct you qui ckly t o the docum entati on 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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Preface
• World-class networking training is available from Cisco. You can view current offerings at
this URL:
http://www.cisco.com/en/US/learning/index.html
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Preface
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OL-12051-01
CHAPTER
1
Troubleshooting the Cisco Unified
Videoconferencing 3500 MCU
This section covers problems you migh t encoun ter when con figuring, ope rating an d managi ng the
Cisco Unified Videoconferencing 3 500 MCU. This c hapt er p rovid es sug ges te d ac ti ons you c a n us e to
solve the problems, and includes the following topics.
This section describes the following topics:
• Resolving MCU Failure to Register with the Gatekeeper, page 1-2
• Resolving Front Panel LED Issues, page 1-2
• Resolving MCU Conference Initiation Failure, page 1-3
• Resolving Conference Access Failure, page 1-4
• Resolving Cascading Failure, page 1-4
• Resolving Quality Issues in Cascaded Conferences, page 1-5
• Resolving Endpoint D isconn ec tion Issu es, page 1-5
• Resolving Unexpected Conference Termination, page 1-5
• Resolving Presentation Issues, page 1-6
• Resolving Participant Connection Issues, page 1-6
• Resolving Unexpected SIP Call Disconnection, page 1-6
• Resolving Audio and Video Issues in SIP Calls, page 1-6
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Chapter1 Troubleshooting the Cisco Unified Videoconferencing3500 MCU
Resolving MCU Failure to Re gis ter with the Gatekeeper
Resolving MCU Failure to Register with the Gat ekeeper
This section describes what to do if the MCU fails to register with the Cisco IOS H.323 Gatekeeper.
Possible Causes Verification Steps
The gatekeeper address is set incorrectly. Verify the Gatekeeper IP address settings.
TCP/IP setup issue.
LAN or cable pr obl em
The MCU cannot r egister to a C isco MCM . The
Cisco MCM may not understand the syntax of the
label “MCU”.
• Verify that the MCU is assigned a unique IP
address.
• Verify that the subnet mask and default
gateway subnet mask are set correctly.
• Verify the switch port settings.
• Verify that the Ethernet cable is straight
through.
• Try another Ethernet cable.
Change the registration nam e of the MC U to
“GW” in the MCU Advanced Commands window.
Resolving Front Panel LED Issues
This section describes what to do if MCU module front panel LEDs are off at all times, including during
the power off, power on cycle.
Possible Causes Verification Steps
Power supply problem
The MCU module is not inserted correctly in the
Cisco Unified V ideoconf erencing 3545 chassis, or
a back plane pin is bent.
• Make sure that the power supply LED i s
green.
• Check the AC cable and fuse.
• Open the telecom latch screws an d extract the
MCU module from i ts sl o t.
• Verify that there are no be nt pin s on th e b ack
plane (using a flashl ight, if ne cessary) .
• Re-insert the MCU module carefully closing
the latches.
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Chapter 1 Troubleshootin g the Cisco Unified Videoconferenc in g 3500 MCU
Resolving MCU Conference Initiation Failure
Resolving MCU Conference Initiation Failure
This section describes what to do if MCU conference initiation fails.
Possible Causes Verification Steps
The MCU is set to work with an external
authorization server , b ut no authorization serv er is
configured.
The MCU is set to work with an external
authorization server, but the authorization server
is not configured properly to work with the MCU.
The MCU is set to prevent endpoints from creating
conferences.
There are not enoug h MCU resour ces av ailable for
the desired conference.
Verify that the External conference authorization
policy option is set to None in in MCU > Settings
> Advanced.
Verify that the MCU IP address is corr ectly
configured in the au thoriz atio n ser ver.
Verify that the Conferences can be created using
option is set to Scheduler, Web, Control API and
dial-in in MCU > Settings > Advanced.
• Verify that the service you are using reserves
the minimum number of parties (2) and allows
expansion up to the required number of
parties.
The service requires one EMP video processor, but
no EMP module appea rs to be regist ere d with th e
MCU.
• Verify that current calls are not utilizing all
resources by check the available MCU
capacity and then try ing to dis connect other
calls in order to find the problem.
• Ping the EMP module.
• Open a Telnet connec tio n to the IP address of
the required EMP module.
• Open a serial c onn ect ion to t h e EM P m odu le
if there is no response from th e IP address.
• Type the advanced command
modifyT ar getDe vice to ensu re that the EMP is
configured to work with the correct MCU.
You can perform this operation using the serial
connection via the countdown menu visible after
rebooting the EMP.
• Reboot the EMP after modi fying th e
controlling MCU.
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Chapter1 Troubleshooting the Cisco Unified Videoconferencing3500 MCU
Resolving Conference Access Failure
Resolving Conference Access Failure
This section describes what to do if an endpoint cannot be invited to a conference or dial into the
conference.
Possible Causes Verification Steps
The MCU is configured to work with an
authorization server, but the endpoint is not
authorized and therefore the authorization server
rejects the call.
The endpoint is currently in a call. Confirm that the endpoint is not busy/in a call.
There are not enoug h MCU resour ces av ailable for
the desired conference.
Resolving Cascading Failure
Check if the endp oint is au thor ize d in the
authorization server.
Remove one of the current participants to verify
that the endpoi nt c an join suc cess ful ly.
This section describes what to do if MCU conference cascading fails.
Possible Causes Verification Steps
The invited conference does not exist, and the
remote MCU is not i n A d H oc ( Sch ed uler, Web,
Control API and dial -in) mod e.
Service prefi xes are n ot unique and there is ser vice
prefix conflict.
The remote MCU modu le is not r egistered with it s
gatekeeper.
Not enough ports are available to accomplish
cascading.
Note Cascading requ ires on e por t f rom eac h
conference.
Services are not synchroni zed. Verify that service definitions do not include
• Using the remote MCU web interface, verify
that the remote conference exists or that the
Conferences can be created using option is set
to Scheduler, Web, Control API and dial-in in
MCU > Settings > Advanced.
• If ad hoc conf er en cing i s not all owed fo r t he
remote MCU, and the remote conference does
not exist, create the conference and then
cascade it (web/dial invite).
Verify that all cascaded MCU modules have
unique service prefixes.
Verify proper registration of all MCU mo dules
with their respective gatekeepers.
Check that the number of free ports on each EMP
used is not zero.
differences such as H .235 be ing e nabl ed on on e
conference only.
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Resolving Quality Issues in Cascaded Conferences
Resolving Quality Issues in Cascaded Con ference s
This section describes what to do if a cascaded conference suffers long delays or bad lip synchronization.
Possible Causes Verification Steps
Unsuitable topology used (for example , chain
topology used unnec e ssaril y).
• One single central MCU should invite all
other cascaded MCUs .
• We recommend tha t yo u do not have more
than one level of c a sca ded M CU s.
• Use a star topology , where the central MCU is
in the center of the star, and other cascaded
MCU modules are on the arms of the star.
Resolving Endpoint Disconnection Issues
This section desc ribe s wh at to do i f e ndp oint s unexpe cte dly dr op out of t he M CU con fere nc e.
Possible Causes Verification Steps
Unreliable network link. Check network link quality (round trip time
should be less than 300 msec).
Resolving Unexpected Conference Termination
This section describes what to do if a conference on the MCU unexpectedly terminates.
Possible Causes Verification Steps
The Ad hoc conferen ces term inate w hen opt ion in
MCU > Settings > Advanced is set to Conference
creator leaves and the conference creator has left
the conference.
Unreliable network link between the MCU and the
gatekeeper.
Set the Ad hoc conferences termina te when option
in MCU > Settings > Advanced to Last participant
leaves.
Check network link quality (round trip time
should be less than 300 msec).
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Chapter1 Troubleshooting the Cisco Unified Videoconferencing3500 MCU
Resolving Presentation Issues
Resolving Presentation Issues
This section de scri bes wh at to d o i f yo u c a nnot sta rt o r r ece ive a prese nt at ion d ur ing a co nfere nc e.
Possible Causes Verification Steps
H.239 functiona lity is n ot ena ble d on you r
endpoint.
Presentation is not configured in the MCU service
used in your conference.
MCU presentation definitions in the service are
not supported by your endpoint (frame rate, frame
size, codec) .
• Verify that H.239 is enabled on the endpo int.
• Make a point-to-point call to another endpoint
Configure the service to support presentation in
MCU > Services.
Check that your endpoint supports the frame size,
frame rate and video codec as defined in the
service.
Resolving Participant Connecti on Issues
and verify that you can sta rt a p res en tati on .
This section describe s what to do if you have difficulty connecting 96 participants in a conference even
though there are enough MVP re sources available.
Possible Causes Verification Steps
The MCU is configured to support DTMF
detection during the call.
Note DTMF detection redu ces the numbe r of
supported audio ports fr om 96 to 72.
Disable DTMF detection via the advanced
commands.
Resolving Unexpected SIP Call Discon nection
This section describes what to if a SIP call unexpectedly di sconnec ts after 30 secon ds.
Possible Causes Verification Steps
DNS is not fully configured on the MCU and user
agents.
Verify that DNS is configured on user agent and
MCU.
Resolving Audio and Video Issues in SIP Calls
This section desc ribe s what to do if audi o or vid eo cha nne ls i n SIP ca ll s d o not o pen.
Possible Causes Verification Steps
The MCU does not publish all its capabilities
when inviting other participants.
Troubleshooting Guide for CiscoUnified Videoconferencing3500MCU Release 5.1
1-6
Check the Use Empty Invite when sending invite
messages to endpoints option in
MCU > Protocols > SIP > Advanced.
OL-12051-01
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