Cisco OL-11303-01 User Manual

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Troubleshooting Guide for Cisco Unified MeetingPlace Express Release 1.2

Includes Cisco Unified MeetingPlace Express VT Release 1.2

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Text Part Number: OL-11303-01

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Troubleshooting Guide for Cisco Unified MeetingPlace Express Release 1.2

Preface i

Purpose i

Audience i

Organization ii

Purpose

Preface

This preface contains the following sections:

• Purpose, page i

• Audience, page i

• Organization, page ii

• Related Documentation, page ii

• Conventions, page iii

• Obtaining Documentation, page iii

• Documentation Feedback, page iv

• Cisco Product Security Overview, page iv

• Product Alerts and Field Notices, page v

• Obtaining Technical Assistance, page vi

• Obtaining Additional Publications and Information, page vii

Note This document only covers how to troubleshoot problems that do not occur in the Administration Center

Audience

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The Troubleshooting Guide for Cisco Unified MeetingPlace Express Release 1.2 provides the information you need to troubleshoot problems in the Cisco Unified MeetingPlace Express system.

or End-User Interface. For information about troubleshooting problems that occur in the Administration Center or End-User Interface, see the “Related Documentation” section on page ii.

This guide does not describe how to install or upgrade your Cisco Unified MeetingPlace Express system, perform system administrator tasks in the Administration Center, or use the End-User Interface.

This guide is intended for system administrators only. It is not intended for end users.

Troubleshooting Guide for Cisco Unified MeetingPlace Express Release 1.2

Organization

This guide contains the following chapter:

• Chapter 1, “Troubleshooting Access Issues for the Cisco Unified MeetingPlace Express System”

• Chapter 2, “Backing Up, Archiving, and Restoring Data in Cisco Unified MeetingPlace Express”

• Chapter 3, “Common Telephone Issues in Cisco Unified MeetingPlace Express”

• Chapter 4, “Exception Codes and Module Numbers Used in Cisco Unified MeetingPlace Express”

• Chapter 5, “General Troubleshooting Tips for the Cisco Unified MeetingPlace Express System”

Conventions

The following conventions are used in this guide:

Conventions

Convention Description

bold Commands that you must enter exactly as shown.

italic Arguments for which you supply values.

[ ] Elements that are optional.

string A set of characters that you enter. Do not use quotation marks around the string

or the string will include the quotation marks.

screen Information that appears on the screen.

^ Control key—for example, ^D means press the Control and D keys

simultaneously.

< > Nonprinting characters, such as passwords.

Tip This action saves time and is useful.

Note Contains important information.

Caution Be careful. This action can result in equipment damage or loss of data.

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

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You can access international Cisco websites at this URL:

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

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Documentation Feedback

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 monthly and is released in the middle of the month. 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:

Preface

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

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

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Preface

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 —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 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.x through 9.x.

Product Alerts and Field Notices

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 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

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Troubleshooting Guide for Cisco Unified MeetingPlace Express Release 1.2

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:

Preface

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 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.

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Preface

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

Obtaining Additional Publications and Information

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.

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

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

• 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

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Obtaining Additional Publications and Information

• 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

• Packet magazine is the magazine for Cisco networking professionals. Each quarter, Packet delivers

coverage of the latest industry trends, technology breakthroughs, and Cisco products and solutions, as well as network deployment and troubleshooting tips, configuration examples, customer case studies, certification and training information, and links to scores of in-depth online resources. You can subscribe to Packet magazine at this URL:

http://www.cisco.com/packet

• 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

Preface

• 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

• 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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CHAPTER

Troubleshooting Access Issues for the Cisco Unified MeetingPlace Express System

This chapter contains the following topics:

• Recovering the Password for the root User Account, page 1-1

• Recovering the Password for the mpxadmin Account, page 1-2

• Recovering the System Administrator Password Used in the End-User Interface and the

Administration Console, page 1-3

• Accessing the System after Uploading the Wrong SSL Certificate or Key, page 1-4

• Troubleshooting a Failed LDAP Log On Attempt, page 1-5

After reviewing this chapter, if you still have problems with Cisco Unified MeetingPlace Express, contact Cisco TAC. See the “Obtaining Technical Assistance” section on page vi for information on contacting Cisco TAC.

Recovering the Password for the root User Account

If you forget the password that you created for the root user account while installing the Cisco Unified MeetingPlace Express system, follow these steps to reset it:

Procedure

Step 1 Reboot your server.

Step 2 During the reboot, there is a period when you have only three seconds to choose to update the server

configuration so that you can reset the root password. When you see a screen with the word GRUB at the top and a text box with Cisco Unified Communications in it, quickly press the spacebar.

Caution You only have three seconds to press the spacebar once the system displays this screen.

Note Nowhere on this screen does it say anything about pressing the spacebar to reset the root

password.

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1-1

Recovering the Password for the mpxadmin Account

Step 3 The system displays three options. Use the up and down arrow keys to highlight the third entry. It starts

with “kernel.”

Step 4 Press e to edit the entry.

Step 5 At the end of the entry, enter a space and then single.

Note You must type a space before you type single.

Step 6 Press Enter to return the previous screen. The third entry should have the word single at the end.

Step 7 Press b to continue rebooting the server.

Step 8 At the prompt, enter /root/.security/unimmunize.sh.

Step 9 At the prompt, enter passwd root. This tells the server to set a new password for the user called root.

Step 10 At the New password: prompt, enter a new password. For security purposes, the password is displayed

as a series of asterisks.

Note You may see a message that the password you entered is bad. Ignore this message.

Chapter 1 Troubleshooting Access Issues for the Cisco Unified MeetingPlace Express System

Step 11 At the Retype new password: prompt, re-enter the same password again.

Step 12 At the prompt, enter /root/.security/immunize.sh.

Step 13 At the prompt, enter reboot. This reboots the server.

The Cisco Unified MeetingPlace Express operating system login page is displayed.

Step 14 At the username prompt, enter root.

Step 15 At the password prompt, enter the new password that you created in Step 9.

The system should display the Cisco Unified MeetingPlace Express operating system desktop.

Recovering the Password for the mpxadmin Account

Note Follow this same procedure to change the mpxadmin account password, too.

If you forget the password that you created for the mpxadmin account while installing the Cisco Unified MeetingPlace Express system, follow these steps to reset it:

Procedure

1-2

Step 1 Log in to the Cisco Unified MeetingPlace Express operating system as the root user.

Step 2 At the password prompt, enter the root password. (If you have forgotten the root password, first follow

the steps in the “Recovering the Password for the root User Account” section on page 1-1.)

The Cisco Unified MeetingPlace Express operating system desktop appears.

Step 3 Right-click on the desktop.

Step 4 From the menu, select New Terminal. This brings up a terminal session.

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Chapter 1 Troubleshooting Access Issues for the Cisco Unified MeetingPlace Express System

Recovering the System Administrator Password Used in the End-User Interface and the Administration Console

Step 5 At the prompt, enter /root/.security/unimmunize.sh.

Step 6 At the prompt, enter passwd mpxadmin. This tells the server to set a new password for the user called

mpxadmin.

Step 7 At the New password prompt, enter a new password. For security purposes, the password is displayed as

a series of asterisks.

Note You may see a message that the password you entered is bad. Ignore this message.

Step 8 At the Retype new password prompt, re-enter the same password again.

Step 9 At the prompt, enter /root/.security/immunize.sh.

Step 10 On the desktop, click RedHat > Network Services.

Step 11 Click Log out.

Recovering the System Administrator Password Used in the End-User Interface and the Administration Console

If you forget the password that you created for the system administrator account, which is used in the End-User Interface and Administration Center, follow these steps to reset it:

Procedure

Step 1 Log in to the Cisco Unified MeetingPlace Express operating system as the mpxadmin user.

Step 2 At the password prompt, enter the mpxadmin password. (If you have forgotten the mpxadmin password,

first follow the steps in the “Recovering the Password for the mpxadmin Account” section on page 1-2.)

The Cisco Unified MeetingPlace Express operating system desktop appears.

Step 3 Right-click on the desktop.

Step 4 From the menu, select New Terminal. This brings up a terminal session.

Step 5 At the prompt, enter userutil -p admin <newpassword>, where newpassword is the new password.

This tells the server to set a new password for the End-User Interface and Administration Center user called admin.

Step 6 On the desktop, click RedHat > Network Services.

Step 7 Click Log out.

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Chapter 1 Troubleshooting Access Issues for the Cisco Unified MeetingPlace Express System

Accessing the System after Uploading the Wrong SSL Certificate or Key

To have Secure Socket Layer (SSL) work with the Cisco Unified MeetingPlace Express application, you must upload SSL certificates and enable SSL. See the Configuration and Maintenance Guide for Cisco Unified MeetingPlace Express Release 1.2 for information about doing this.

Note The SSL certificate that you upload must be in the PEM format. If your SSL certificate is in the DER

format, convert it to the PEM format and upload it again. Use this CLI command to convert a certificate from DER to PEM:

openssl -in <file1.crt> -inform DER -out <file2.crt>

where file1.crt is the name of the DER file and file2.crt is the name of the PEM file.

However, if you enter the wrong certificate or private key name and enable SSL, you cannot access the Cisco Unified MeetingPlace Express application and you are locked out.

Follow these steps to access the application:

Procedure

Step 1 Open a web browser and navigate to http://<localhostname>:8080, where localhostname is your local

hostname.

The Cisco Unified MeetingPlace Express application opens.

Step 2 Log in to Cisco Unified MeetingPlace Express.

Step 3 At the top of the page, click Administration.

Step 4 On the left side of the page:

a. Click Certificate Management.

b. Click Disable SSL.

Step 5 Disable SSL by clicking Disable SSL.

Step 6 Restart the Cisco Unified MeetingPlace Express system by clicking Restart Now.

This updates the web conferencing configuration files and after the system restarts you should be able to correctly access the Cisco Unified MeetingPlace Express application.

Open a web browser and navigate to http://<localhostname>, where localhostname is your local hostname.

Step 7 Log in to Cisco Unified MeetingPlace Express.

Step 8 At the top of the page, click Administration.

Step 9 On the left side of the page:

1-4

a. Click Certificate Management.

b. Click Enable SSL.

Step 10 Enter the correct certificate or private key names.

Step 11 Click Upload Certificates.

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Chapter 1 Troubleshooting Access Issues for the Cisco Unified MeetingPlace Express System

Step 12 The system displays a dialog box stating that this will restart the server and to only proceed if you are

sure. Click OK to upload the certificates, update the configuration, and restart the server.

If your system still does not enable SSL, the system may have overwritten the private keys that were created on the system during the initial Certificate Signing Request (CSR) generation. (This can happen if you generated new CSRs.) In this situation, the recovery steps are as follows:

Procedure

Step 1 Log in to Cisco Unified MeetingPlace Express.

Step 2 At the top of the page, click Administration.

Step 3 On the left side of the page:

a. Click Certificate Management.

b. Click Generate CSRs.

Step 4 Enter information in the fields.

Troubleshooting a Failed LDAP Log On Attempt

Step 5 Click Generate CSRs.

The system generates new private keys and stores them in the /usr/local/enrollment directory.

Step 6 Send the new CSRs to the CA so that they can reissue the SSL certificates.

Step 7 After you receive the SSL certificates from the CA, go to the Enable SSL page and upload them.

Troubleshooting a Failed LDAP Log On Attempt

There are certain conditions in which users may have trouble logging in to Cisco Unified MeetingPlace Express:

• If a single user is having an issue and if that user is using Cisco Unified CallManager LDAP

integration and if the user cannot log in to the Cisco Unified CallManager user page, reset the password for that user in Cisco Unified CallManager. If the user still cannot log in, follow the steps in the procedure below.

• If a single user is having an issue and is using a third-party LDAP integration (such as Active

Directory) and if the user cannot log in to the LDAP domain, reset the password for that user in the third-party LDAP integration. If the user still cannot log in, follow the steps in the procedure below.

• If all users are affected, check the LDAP configuration settings on the

Cisco Unified MeetingPlace Express Usage Configuration page (Administration > System Configuration > Usage Configuration). Ensure the following:

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–

The value in the LDAP URL field is correct and contains no empty spaces.

Tip To ensure that there are no empty spaces, delete the current entry and enter the LDAP value

again.

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Troubleshooting a Failed LDAP Log On Attempt

–

The entries for the Directory username and Password fields are correct. See the Configuration and Maintenance Guide for Cisco Unified MeetingPlace Express Release 1.2 for information

about allowable values for each field.

Restart the Cisco Unified MeetingPlace Express server if you made any changes. If this does not correct the problem, follow the steps in the procedure below.

Procedure

Step 1 Log in to Cisco Unified MeetingPlace Express as the user called admin.

Note For information on logging in to Cisco Unified MeetingPlace Express, see the Installation and

Upgrade Guide for Cisco Unified MeetingPlace Express Release 1.2.

Step 2 Capture the system information by following these steps:

a. In Cisco Unified MeetingPlace Express click Administration in the top menu bar.

b. On the left, click Services, then Logs, then View System Information Capture.

c. Enter the information into the form. In the Approximate event time field, enter a time that is about

the time when you tried to log in using the LDAP mechanism.

d. Enter 10 in the Log capture window field.

Chapter 1 Troubleshooting Access Issues for the Cisco Unified MeetingPlace Express System

e. Click View Logs.

f. At the pop-up message, click OK.

g. Save the file created by clicking Export to File.

Step 3 Forward the saved file to Cisco TAC.

If you are using Cisco Unified CallManager, remember the following:

• Ensure that you can log in to the Cisco Unified CallManager Data Connection Directory.

For example, in Cisco Unified CallManager go to Programs > DC Directory Administration. Log in as the Directory Manager with the password that you specified in the Password field on the Cisco Unified MeetingPlace Express Usage Configuration page (Administration > System Configuration > Usage Configuration).

• Ensure that the first time a user logs in to Cisco Unified MeetingPlace Express, he uses the

End-User Interface.

Note When a user logs in for the first time, Cisco Unified MeetingPlace Express creates a profile for

that user “on the fly.” A successful login (and the message Welcome “User”) means that the user’s profile was successfully created. If the user attempts to log in for the first time using the Telephone User Interface (TUI), the system will not create a profile.

• Ensure that the user profile is not locked in Cisco Unified CallManager. (User profiles become

locked after too many failed attempts to log in.)

1-6

• Check the Cisco Unified MeetingPlace Express log in the following location:

/opt/cisco/meetingplace_express/tomcat/current/logs/bounty.out

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Backing Up, Archiving, and Restoring Data in Cisco Unified MeetingPlace Express

This chapter contains the following troubleshooting topics:

• Backing Up Data, page 2-1

• Archiving Data, page 2-2

• Restoring Data, page 2-2

Backing Up Data

CHAPTER

You can use the Cisco Unified MeetingPlace Express Administration Center to configure the system to automatically back up data.

If you choose to disable the automatic back up feature, you can still manually back up data. However, if you disable the automatic backup, be sure to only run one backup at a time.

To manually back up data, follow these steps:

Procedure

Step 1 Log in to the Cisco Unified MeetingPlace Express operating system as the mpxadmin user.

Step 2 At the password prompt, enter the mpxadmin password.

The Cisco Unified MeetingPlace Express operating system desktop appears.

Step 3 Right-click on the desktop.

Step 4 From the menu, select New Terminal. This brings up a terminal session.

Step 5 Manually back up the data by entering the following:

sudo $MP_DATABASE/db-maintenance/backup.sh

Step 6 On the desktop, click RedHat > Network Services.

Step 7 Click Log out.

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Archiving Data

You can use the Cisco Unified MeetingPlace Express Administration Center to configure the system to automatically archive data. However, if you want to manually archive data, follow these steps:

Procedure

Step 1 Log in to the Cisco Unified MeetingPlace Express operating system as the mpxadmin user.

Step 2 At the password prompt, enter the mpxadmin password.

The Cisco Unified MeetingPlace Express operating system desktop appears.

Step 3 Right-click on the desktop.

Step 4 From the menu, select New Terminal. This brings up a terminal session.

Step 5 Manually archive the data by entering the following:

sudo $MP_DATABASE/db-maintenance/archive.sh

Chapter 2 Backing Up, Archiving, and Restoring Data in Cisco Unified MeetingPlace Express

Note The archive.sh script uses remote log-in credentials that are defined in the

Step 6 On the desktop, click RedHat > Network Services.

Step 7 Click Log out.

Restoring Data

Restoring data recreates the database server data from backed-up storage spaces and logical log files. You may need to restore your data if you need to replace a failed disk that contains database server data, if there is a logic error in a program that has corrupted the database, if you need to move your database server data to a new computer, or if a user accidentally corrupts or destroys data.

To restore data up to the time of the failure, you must have at least one L0 backup. The restore is done using the Informix command called ontape. Cisco Unified MeetingPlace Express provides a script called restore.sh that guides you through the restore process. The script is in the $MP_DATABASE/db-maintenance directory.

Backups have several levels (L0, L1, and L2). To restore the data, you must have the backup files in the correct order. For example, if you have the correct L0 and L2 backup files, but not the appropriate L1 backup file, you cannot restore the data. This requires extra caution if you manually back up files on a local disk or in the archiving location.

$MP_DATABASE/db-maintenance/settings.config file. You can set these credentials through the Cisco Unified MeetingPlace Express Administration Center.

2-2

Caution You can only restore a database that is from the same version of the Cisco Unified MeetingPlace Express

product. You cannot restore a database from a previous version.

The names of the databases that you are restoring from and restoring to must be the same.

Follow these steps to restore data from a backup file:

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Procedure

Step 1 Log in to the Cisco Unified MeetingPlace Express operating system as the mpxadmin user.

Step 2 At the password prompt, enter the mpxadmin password.

The Cisco Unified MeetingPlace Express operating system desktop appears.

Step 3 Right-click on the desktop.

Step 4 From the menu, select New Terminal. This brings up a terminal session.

Step 5 Shut down the Cisco Unified MeetingPlace Express application by entering the following:

mpx_sys stop

Step 6 Restore the data by entering the following:

sudo $MP_DATABASE/db-maintenance/restore.sh

Step 7 On the desktop, click RedHat > Network Services.

Step 8 Click Log out.

Restoring Data

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Restoring Data

Chapter 2 Backing Up, Archiving, and Restoring Data in Cisco Unified MeetingPlace Express

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CHAPTER

Common Telephone Issues in Cisco Unified MeetingPlace Express

This chapter contains the following topics:

• Tips for Failed Calls, page 3-1

• Undetected Key Presses, page 3-2

• Failed Incoming Calls, page 3-3

• Dropped Calls, page 3-3

• Dead Air During Calls, page 3-4

• Dropped Packets, page 3-4

• Unable to Call Out, page 3-5

Tips for Failed Calls

The following tips should always be used when troubleshooting failed calls:

• Look for network congestion at the time of the call. Network congestion information can be found

via router and switch statistics.

• Ensure that the Cisco Unified MeetingPlace Express system is set to full-duplex with 100 Mbps

network speed.

• Ensure that the local switch port for the Cisco Unified MeetingPlace Express system has the same

auto-negotiation setting as the Cisco Unified MeetingPlace Express system. You can run the mii-tool command from the CLI to see the current link setting.

• If Cisco Unified MeetingPlace Express and the local switch (or router) are configured correctly,

make sure that the network on the other side of the switch or router is also set to 100 Mbps, full duplex.

• Ensure that the Cisco Unified MeetingPlace Express system is not connected to a multiple-device

Ethernet bus. The system works best if micro-segmented to use a single switch port rather than share a bus with other devices. Sharing a bus can cause excessive collisions which reduce bandwidth and cause unpredictable bandwidth availability.

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Undetected Key Presses

Chapter 3 Common Telephone Issues in Cisco Unified MeetingPlace Express

• If there is still congestion, you may have to take standard congestion reduction measures such as

these:

–

Reduce traffic in the local LAN by adding more switches and distributing the network devices between them.

–

Reduce the number of devices on the local LAN (and thus the traffic) by adding more routers to create more (but smaller) LANs. There might also be unused ports on the local router in which case more routers are not needed.

–

Change network device settings to reduce unnecessary traffic such as adding Access Control Lists (ACLs) to the local router to filter out irrelevant traffic.

• Get a trace of network traffic. This trace should be taken as close to the eth0 port as possible.

• Some phones provide network error statistics about how many bad frames have been received. See

if the particular phone has these statistics. If so, see if the phone has registered the reception of a large number of bad frames.

• Verify the configuration of the device that routes calls to Cisco Unified MeetingPlace Express.

• Check for any firewalls between the phone and Cisco Unified MeetingPlace Express that may

prevent calls.

Undetected Key Presses

If it appears that the Cisco Unified MeetingPlace Express system is not detecting you when you press the keys on your phone, try these steps:

Procedure

Step 1 Log in to the Cisco Unified MeetingPlace Express operating system as the root user.

Step 2 At the password prompt, enter the root password.

The Cisco Unified MeetingPlace Express operating system desktop appears.

Step 3 Right-click on the desktop.

Step 4 From the menu, select New Terminal. This brings up a terminal session.

Step 5 At the CLI, enter the following:

eventlog -b<mmddhhmm> -e<mmddhhmm>

For the start time (the -b value), enter a time shortly before the call failed. For the stop time (the -e value), enter a time shortly after the call failed.

Step 6 Check the DID/DNIS and input events to determine which port is yours.

Step 7 Look later in the trace to see if DTMFs sent from your phone were being detected. If they are not

detected, then check the following:

• Verify that the telephony network is using RFC 2833 digits or out-of-band digits. (The

Cisco Unified MeetingPlace Express system does not support in-band digits.)

• Network congestion might be preventing the RFC 2833 digits or out-of-band digits from reaching

the system.

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Chapter 3 Common Telephone Issues in Cisco Unified MeetingPlace Express

• Check if G.729 coders are being used somewhere in your network, instead of G.711. G.729 will

seriously corrupt in-band digits (DTMF) causing these digits to either be lost or changed. If this is happening and RFC 2833 is not a good choice, consider converting to a pure G.711 network.

Failed Incoming Calls

If you are not able to receive incoming calls, do the following:

Procedure

Step 1 Log in to the Cisco Unified MeetingPlace Express operating system as the root user.

Step 2 At the password prompt, enter the root password.

The Cisco Unified MeetingPlace Express operating system desktop appears.

Step 3 Right-click on the desktop.

Failed Incoming Calls

Step 4 From the menu, select New Terminal. This brings up a terminal session.

Step 5 At the CLI, enter the following:

eventlog -b<mmddhhmm> -e<mmddhhmm>

For the start time (the -b value), enter a time shortly before the call failed. For the stop time (the -e value), enter a time shortly after the call failed.

Step 6 Determine if the Cisco Unified MeetingPlace Express system registered the call signaling packets.

• If the system registered the call, look for a reason in the trace log why the call was disconnected.

eventlog -b<mmddhhmm> -e<mmddhhmm> -v

eventlog -b<mmddhhmm> -e<mmddhhmm> -G -v

• If the system did not register the call in the trace log, the problem might be a configuration problem

Dropped Calls

If calls are connected to the system, but then disconnect during the call, do the following:

Enter one of these commands:

on the device that routes calls to Cisco Unified MeetingPlace Express. Also, check if any firewalls may be preventing the call from reaching the system.

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Procedure

Step 1 Log in to the Cisco Unified MeetingPlace Express operating system as the root user.

Step 2 At the password prompt, enter the root password.

The Cisco Unified MeetingPlace Express operating system desktop appears.

Step 3 Right-click on the desktop.

Step 4 From the menu, select New Terminal. This brings up a terminal session.

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Dead Air During Calls

Step 5 At the CLI, enter the following:

eventlog -b<mmddhhmm> -e<mmddhhmm>

For the start time (the -b value), enter a time shortly before the call failed. For the stop time (the -e value), enter a time shortly after the call failed.

Step 6 Check for a “far end disconnect event.” If you see this, the disconnect may have been initiated outside

of the Cisco Unified MeetingPlace Express system. Check for errors on the devices between the phone and the Cisco Unified MeetingPlace Express system.

Step 7 If you do not see a “far end disconnect event,” the Cisco Unified MeetingPlace Express system hung up

on you first. Review the trace log to try to determine why the system hung up on you.

Step 8 If your system uses Cisco Unified CallManager contact the Cisco Unified CallManager network

administrator to get a call session trace indicating why Cisco Unified CallManager sent the disconnect event to you.

Dead Air During Calls

Chapter 3 Common Telephone Issues in Cisco Unified MeetingPlace Express

If you think that your call has been disconnected, but your phone still shows that the call is active, follow these steps:

Procedure

Step 1 If you are in a meeting, enter #21 to hear a roll call of all meeting participants.

Do you hear anything?

• If yes, you have at least one-way audio (that is, you can hear but not speak).

• If you do not hear anything, either there is no audio either way or

Cisco Unified MeetingPlace Express cannot detect your DTMF keypresses.

Step 2 Provide this information to your network administrator and try to get a call session trace from

Cisco Unified CallManager.

Dropped Packets

If you determine that packets are being dropped (as determined by RTCP statistics) or delivered with errors and then dropped at the endpoints, consider changing the following call configuration parameters:

Procedure

3-4

Step 1 Log in to Cisco Unified MeetingPlace Express.

Step 2 At the top of the page, click Administration.

Step 3 On the left side of the page:

a. Click System Configuration.

b. Click Call Configuration.

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Chapter 3 Common Telephone Issues in Cisco Unified MeetingPlace Express

c. Click Audio Parameters.

Step 4 In the Default G.711 packet size (milliseconds) field, enter 10.

A smaller packet size reduces the damaging effect of a lost packet. However, network traffic increases slightly.

Step 5 Set the Voice activity detect field to yes.

This reduces outgoing packets to callers. The Cisco Unified MeetingPlace Express system only transmits packets if someone is actively speaking during a meeting. However, there might be a slight delay when someone starts speaking causing part of their initial syllable to not be heard.

Step 6 Determine how to configure the phones in your organization to use Voice Activity Detect (VAD). This

way, the phones only send packets to the Cisco Unified MeetingPlace Express system when the phone detects sound on your handset or headset.

Step 7 Set the Maximum jitter buffer (milliseconds) field to 250.

This is the maximum value allowed. This higher value introduces more delays into conversations, but also reduces packet loss due to sudden surges in traffic.

Step 8 To maximize bandwidth, have the network administrator check that the your

Cisco Unified MeetingPlace Express system and the local switch that your system connects to are both running in 100 Mbps full duplex mode.

Unable to Call Out

If users are unable to make calls out of the system, do the following:

• Ensure that the H.323 ID field is not blank. To check this, go to the H.323 Call Configuration page

of the Administration Center.

If an individual user is unable to make calls out of the system, do the following:

• If the user is a profiled user, go to the Edit User Profiles page and ensure that the Can call out of

meetings field is set to Yes .

• If the user is a guest user, do both of the following:

–

Go to the Usage Configuration page and ensure that the Allow guest outdials field is set to Ye s.

–

Go to the Edit User Profiles page and ensure that the Can call out of meetings field is set to Ye s for the user profile called guest.

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Unable to Call Out

Chapter 3 Common Telephone Issues in Cisco Unified MeetingPlace Express

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Exception Codes and Module Numbers Used in Cisco Unified MeetingPlace Express

This chapter contains information about the exception codes used in the Cisco Unified MeetingPlace Express system. After reviewing this chapter, if you still have problems with Cisco Unified MeetingPlace Express, contact Cisco TAC. See the “Obtaining Technical

Assistance” section on page vi for information on contacting Cisco TAC.

Exception Codes

The Cisco Unified MeetingPlace Express system generates exception codes whenever there is an internal problem. There are many exception codes and they are not all documented here. Only the most meaningful codes and those that you can possibly fix are included.

To find these error codes, run the errorlog CLI command.

CHAPTER

Table 4- 1 contains the most frequently seen and important exception codes for the

Cisco Unified MeetingPlace Express system.

Note Some exception codes are listed as a decimal number and others as a hexadecimal number. For

clarification, both code numbers are listed.

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Exception Codes

Chapter 4 Exception Codes and Module Numbers Used in Cisco Unified MeetingPlace Express

Table 4-1 Important Exception Codes in Cisco Unified MeetingPlace Express

Code (Dec)

Code (Hex) Severity Display Text Comments

131157 0x20055 MAJOR Time has been set backwards.

Some resource reservations may be lost.

131192 0x20078 MAJOR The CS is behind ## seconds.

Conf ##, Next Event ##, Time ##

The system clock has been set back to at least the previous month since the last time the Cisco Unified MeetingPlace Express application was running. This can result in loss of some resource reservation records.

Recommended Action:

Verify the system clock. Always shut down the Cisco Unified MeetingPlace Express application before changing the clock.

The conference management software has fallen behind processing conference life cycle events. This can indicate the system is overloaded. It can be a normal result of a system being down for a while. Repeated alarms about a failure to catch up may indicate a software defect.

131198 0x2007E INFO No ports left to extend meeting.

Erc ##,Now ##, Length ##, Ports ##

196686 0x3004E MINOR Too many conference events.

Next event = ##, Conf = ##, Max events = ##

Recommended Action:

No action required.

The Cisco Unified MeetingPlace Express system was unable to extend a meeting due to lack of available voice ports.

Recommended Action:

No action required.

Probably indicates too many people entering or leaving a meeting at the same time, overloading the ability of the Cisco Unified MeetingPlace Express system to queue up entry or exit announcements.

Recommended Action:

No action required.

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Table 4-1 Important Exception Codes in Cisco Unified MeetingPlace Express (continued)

Exception Codes

Code (Dec)

Code (Hex) Severity Display Text Comments

196848 0x300F0 MINOR Allocation of access ports to

units has been fixed. Thank you!

196849 0x300F1 MINOR Too many access ports compared

to licenses ##.

196943 0x3014F WARN FLEXLM: Failed to connect to

license server; status = ##.

196944 0x30150 MINOR No conferencing licenses are

installed.

A “too many access ports” condition (see error message 0x300F1) has been resolved.

Recommended Action:

No action required.

The configured number of voice ports exceeds the number of valid licenses, where ## is the configured value. This may be caused by the license being temporary expired.

Recommended Action:

No action required.

The license manager is not running, probably because no valid licenses are installed.

Recommended Action:

No action required.

The system has no valid licenses installed for either voice or web conferencing.

The system defaults to six voice conferencing licences.

Recommended Action:

Obtain and install licenses.

196946 0x30152 WARN Unexpected LDAP response. An unexpected response from

the LDAP server, possibly indicating an incompatibility between systems.

Recommended Action:

No action required.

196950 0x30156 MINOR Password authentication

mechanism failure.

The password authentication feature is not working.

Recommended Action:

Check for an LDAP configuration problem or an LDAP server failure.

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Exception Codes

Chapter 4 Exception Codes and Module Numbers Used in Cisco Unified MeetingPlace Express

Table 4-1 Important Exception Codes in Cisco Unified MeetingPlace Express (continued)

Code (Dec)

Code (Hex) Severity Display Text Comments

196953 0x30159 MINOR Password authentication failure;

may need to configure or application restart.

196959 0x3015F INFO No voice conferencing licenses

are installed.

458788 0x70024 MAJOR Module timed out on “are you

there” query, class=##

458889 0x70089 WARN Stopping exception log due to

flooding.

The password authentication feature is not working.

Recommended Action:

Check for an LDAP configuration problem or an LDAP server failure. Try restarting the application.

The system has a web conferencing license installed but no voice conferencing license.

Recommended Action:

Install voice conferencing licenses.

One of the major software modules (identified by the class number) failed to respond to a query from the system integrity manager (SIM). This restarts the system.

Recommended Action:

Report all such occurrences to Cisco TAC for problem diagnosis.

The exception logging process stops logging if incoming messages exceed a certain rate. This prevents the logging mechanism from stealing critical resources when the system is overloaded.

4-4

458890 0x7008A INFO Lost ## exception events;

logging resumed.

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Recommended Action:

No action required.

The exception logging process dropped the indicated number of messages due to overload. Normal logging has now resumed.

Recommended Action:

No action required.

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Table 4-1 Important Exception Codes in Cisco Unified MeetingPlace Express (continued)

Exception Codes

Code (Dec)

Code (Hex) Severity Display Text Comments

458916 0x700A4 MAJOR System crashed: restarted by the

integrity manager.

1572903 0x180027 INFO CPGS: Too many conference

participants; can’t create voice file.

1572914 0x180032 MINOR CPGS: No space available for

recording

2097190 0x200026 WARN NMPAgent received late

response (class=##, code=##)

Alarm generated as the system comes back up; triggered by a flag set during a reboot initiated by the system integrity manager (SIM).

Recommended Action:

No action required.

The cumulative number of guest participants in a meeting has exceeded the system’s ability to store name recordings for that meeting. The user name is not being recorded. This normally happens only during stress testing.

Recommended Action:

No action required.

Start of recording failed due to lack of disk space.

Recommended Action:

Purge old recordings.

The telephony or scheduling part of the system is running very slow, possibly due to overload.

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2162708 0x210014 MINOR POC: Invalid email address for

scheduler (##)

2162710 0x210016 WARN POC: E-mail not sent. Client is

not authenticated.

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Recommended Action:

No action required.

The meeting scheduler does not have a valid e-mail address; cannot send e-mail to that user. ## is the unique user ID of the scheduler.

Recommended Action:

No action required.

E-mail rejected by e-mail exchanger due to authentication failure. Likely an SMTP configuration problem.

Recommended Action:

No action required.

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Exception Codes

Chapter 4 Exception Codes and Module Numbers Used in Cisco Unified MeetingPlace Express

Table 4-1 Important Exception Codes in Cisco Unified MeetingPlace Express (continued)

Code (Dec)

Code (Hex) Severity Display Text Comments

2162712 0x210018 WARN POC: E-mail not sent. SMTP

servers are unavailable.

2162713 0x210019 WARN POC: E-mail not sent. Address

format is invalid.

2162714 0x21001A WARN POC: SMTP server failed to

deliver e-mails due to unknown recipient.

2260993 0x228001 MINOR Connection to web conferencing

service restored.

Failed to connect to an SMTP e-mail exchanger. The exchanger may be down or there may be a problem with the SMTP configuration.

Recommended Action:

No action required.

A recipient’s e-mail address was rejected due to an invalid format.

Recommended Action:

No action required.

The SMTP e-mail exchanger rejected a recipient’s e-mail address as unknown.

Recommended Action:

No action required.

Successfully reconnected to the web conferencing server.

2260994 0x228002 MINOR Error connecting to web

conferencing service. Trying again...

2260995 0x228003 MINOR Lost connection to web

conferencing service. Trying again...

Recommended Action:

No action required.

Trying to reconnect to the web conferencing server.

Recommended Action:

None needed as long as the “Connection to web conferencing service restored” message is logged subsequent to this message.

If that message is not logged, then the system may need to be restarted or serviced.

Trying to reconnect to the web conferencing server.

Recommended Action:

None needed as long as the “Connection to web conferencing service restored” message is logged subsequent to this message.

If that message is not logged, then the system may need to be restarted or serviced.

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Chapter 4 Exception Codes and Module Numbers Used in Cisco Unified MeetingPlace Express

Module Numbers

Some Cisco Unified MeetingPlace Express error messages refer to a module number but do not give the name of the corresponding system component.

The following is an example of an error message:

11/11 15:13:37.13 MAJ 0x70041 0/2, "siupdown.cc", 265 (0x8, 0, 0, 0) Restarting due to software module failure, module = 8

In the second line of this example, it says module = 8, which, based on Ta b l e 4-2 , indicates that the error was caused by the Telephone User Interface.

Table 4- 2 converts the module numbers to system component names.

Table 4-2 Module Numbers and Names

Internal Error Number System Component

0 IMC_CLASS_NULL 0

1024 IMC_CLASS_COMMON 1 Common functions

2048 IMC_CLASS_SIM 2 System Integrity Manager (SIM)

3072 IMC_CLASS_CP 3 Call processing

4096 IMC_CLASS_SM 4 Switch manager

5120 IMC_CLASS_CS 5 Conference scheduler = ERC_BAD

6144 IMC_CLASS_WS 6 Workstation server

7168 IMC_CLASS_EXC 7 Exception handler (in SIM)

8192 IMC_CLASS_VUI 8 Telephone user interface

9216 IMC_CLASS_DB 9 The database server

10240 IMC_CLASS_VUI_TESTER 10 TUI tester program

11264 IMC_CLASS_TRACE 11 SIM trace server

12288 IMC_CLASS_WF 12 Workstation front end

13312 IMC_CLASS_UTIL 13 Any command line utility

14336 IMC_CLASS_LSH 14 Shell facility

15360 IMC_CLASS_DBQ 15 Database query server

16384 IMC_CLASS_EMAIL_MSG 16 Class to support an error range

17408 IMC_CLASS_SNMPD 17 Class to support SNMP daemon control

18432 IMC_CLASS_PO 18 Post office server

19456 IMC_CLASS_PO_TESTER 19 Post office server tester program

20480 IMC_CLASS_SIM_MU 20 Multi-unit SIM session control

21504 IMC_CLASS_FAXGW 21 Fax gateway

22528 IMC_CLASS_WEBGW 22 Web publisher (overlaps with pegs)

22528 IMC_CLASS_PEGS 22 Peg server (part of SIM)

23552 IMC_CLASS_SDBS 23 Shadow database server

Module Number Description

Module Numbers

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Module Numbers

Chapter 4 Exception Codes and Module Numbers Used in Cisco Unified MeetingPlace Express

Table 4-2 Module Numbers and Names (continued)

Internal Error Number System Component

Module Number Description

24576 IMC_CLASS_SDBS_TESTER 24 Shadow database server tester program

25600 IMC_CLASS_GWSIMGR 25

26624 IMC_CLASS_GWSIMAGENT 26

27648 IMC_CLASS_STREAMGW 27 Streaming gateway

28672 IMC_CLASS_CCA 28 Call control agent

29696 IMC_CLASS_MPDIRSVC 29 Directory services

30720 IMC_CLASS_MERGED 30 PCI conversion/merge daemon

31744 IMC_CLASS_GSCOPE 31 Gyroscope application

32768 IMC_CLASS_NMPAGENT 32 NMPAgent

33792 IMC_CLASS_TWATCH 33 Trigger watch

34816 IMC_CLASS_POCLIENT 34 Post office client

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CHAPTER

General Troubleshooting Tips for the Cisco Unified MeetingPlace Express System

This chapter contains the following troubleshooting topics:

• Swapping Out a Disk Drive, page 5-9

• File Locations, page 5-10

• Troubleshooting a Licensing Error Problem, page 5-11

• Troubleshooting a Problem with Excessive Random E-Mails Being Sent, page 5-11

Swapping Out a Disk Drive

This section describes how to swap out a hard-disk drive on your Cisco MCS server. Each Cisco MCS server has multiple hard-disk drives so it is possible to continue using the Cisco Unified MeetingPlace Express system if a hard-disk drive fails. However, there will be no redundancy and if the system goes down, you can lose your operating system, application, and data.

Before You Begin

Step 1 Determine the model number of your Cisco MCS server.

Step 2 Determine which hard-disk drive on your Cisco MCS server has failed.

Step 3 Order the replacement hard-disk drive. The replacement hard-disk drive must be the same model as the

one it is replacing.

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Chapter 5 General Troubleshooting Tips for the Cisco Unified MeetingPlace Express System

File Locations

Swapping Out a Disk Drive on a Cisco MCS 7825

All versions of the Cisco MCS 7825 have front-accessible, simple-swap SATA (Serial Advanced Technology Attachment) hard-disk drives. The SATA hard-disk drives are accessible through openings in the front bezel of the server. If a hard-disk drive fails, schedule server downtime, power down the server, and replace the failed SATA drive by removing it (each drive is equipped with a front latch that positively mates the drive to the server) and replacing it with an unconfigured spare hard-disk drive.

Follow these steps to change the disk:

Procedure

Step 1 Turn off the server and all peripheral devices.

Step 2 Disconnect the power cord and all external cables.

Step 3 Remove the bad hard-disk drive.

Step 4 Insert the new hard-disk drive.

Step 5 Connect the power cord and all external cables.

Step 6 Turn on the power.

Step 7 Reinstall the Cisco Unified MeetingPlace Express operating system and restore the application and your

data from a backup.

Swapping Out a Disk Drive on a Cisco MCS 7835 or Cisco MCS 7845

All versions of the Cisco MCS 7835 and the Cisco MCS 7845 support up to six Small Computer System Interface (SCSI) hot-plug hard drives (or five hot-plug hard drives and one hot-plug tape drive) that are configured using RAID 1. These are hot-swappable SCSI drives, so you can change them without powering down the server.

Follow these steps to change a hard-disk drive if it fails:

Procedure

Step 1 Remove the bad hard-disk drive.

Note You do not need to turn off the power on your system.

Step 2 Insert the new hard-disk drive.

The system automatically synchronizes the new disk with no interruption.

File Locations

System administrators use several files. Tab le 5- 1 lists the locations of several common files.

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Chapter 5 General Troubleshooting Tips for the Cisco Unified MeetingPlace Express System

Table 5-1 File Locations

Location Description

/lat/bin Contains most of the executable files

/var/mp Contains most of the stderr and stdout

/opt/cisco/meetingplace_express/application/logs Contains most of the logs

/opt/cisco/meetingplace_express/application/versions Contains a directory for each version

/opt/cisco/meetingplace_express/uninstaller Contains the uninstall script

/opt/cisco/meetingplace_express/database/db-maintenance Contains the backup, archive, and restore

Troubleshooting a Licensing Error Problem

files

installed

database scripts

Problem I’m trying to install a license and get an error that says “Sorry. Cannot enter the license at this

time.” Why?

Solution The hostname that you entered during the product installation contains more than 32 characters.

Use the net command to change the hostname of the system so that it contains 32 characters or less. See the Installation and Upgrade Guide for Cisco Unified MeetingPlace Express Release 1.2 for information about the net command.

Problem I am using Cisco Unified CallManager Release 5.x and whenever I try to subscribe to the

Cisco Unified MeetingPlace Express service for the Cisco Unified IP Phone with the correct username and PIN, the login always fails. The phone screen shows an Authentication fails message. Why?

Solution This is a known bug. The workaround is to go into the Cisco Unified CallManager

administration area, navigate to the Cisco Unified MeetingPlace Express service, make no changes, and click Update Subscriptions.

Note This problem does not occur with Cisco Unified CallManager Release 4.x and earlier.

Troubleshooting a Problem with Excessive Random E-Mails Being Sent

Problem The Cisco Unified MeetingPlace Express system is sending out excessive e-mails and this is

crashing our e-mail and voice mail system. What can I do to stop this?

Solution The e-mails are generated by the cron script. The cron deamon sends an e-mail report of all its

jobs to the e-mail address that is configured in the crontab file. To disable the e-mails, manually edit the crontab file and change the line with MAILTO to read MAILTO= “”

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Chapter 5 General Troubleshooting Tips for the Cisco Unified MeetingPlace Express System

Troubleshooting a Problem with the Web Page Not Coming Up

Problem After installing the Cisco Unified MeetingPlace Express system, the home page does not

appear.

Solution Make sure that you correctly set the host name values during installation. If you entered

incorrect information, use the net command to change the values. See the Installation and Upgrade Guide for Cisco Unified MeetingPlace Express Release 1.2 for complete information about how to use

the net command.

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OL-11303-01

INDEX

accessing the system 1-4

archiving data

about

definition 2-2

auto-negotiation 3-1

2-2

backing up data

about

definition 2-1

backups

2-1

2-2

ontape 2-2

passwd 1-3

restore 2-3

unimmunize 1-3

userutil 1-3

Configuration and Maintenance Guide for Cisco Unified

MeetingPlace Express Release 1.2

location online

disk drives

swapping

duplex

troubleshooting

3-1

Certificate Signing Request (CSR) 1-5

Cisco MCS 7835-H1-RC1

swapping disk drive

Cisco Unified MeetingPlace Express

common telephone errors

Cisco OL-11303-01 User Manual

Specifications and Main Features

Frequently Asked Questions

User Manual

CONTENTS

Purpose

Preface

Audience

Organization

Related Documentation

Conventions

Obtaining Documentation

Cisco.com

Documentation Feedback

Product Documentation DVD

Ordering Documentation

Product Alerts and Field Notices

Obtaining Technical Assistance

Submitting a Service Request

Obtaining Additional Publications and Information

Definitions of Service Request Severity

Recovering the Password for the root User Account

Recovering the Password for the mpxadmin Account

Accessing the System after Uploading the Wrong SSL Certificate or Key

Troubleshooting a Failed LDAP Log On Attempt

Backing Up Data

Archiving Data

Restoring Data

Tips for Failed Calls

Undetected Key Presses

Failed Incoming Calls

Dropped Calls

Dead Air During Calls

Dropped Packets

Unable to Call Out

Exception Codes

Module Numbers

Swapping Out a Disk Drive

File Locations

Swapping Out a Disk Drive on a Cisco MCS 7825

Swapping Out a Disk Drive on a Cisco MCS 7835 or Cisco MCS 7845

Troubleshooting a Licensing Error Problem

Troubleshooting a Problem with Excessive Random E-Mails Being Sent

Troubleshooting a Problem with the Web Page Not Coming Up