Cisco OL-11303-01 User Manual

Troubleshooting Guide for Cisco Unified MeetingPlace Express Release 1.2

Includes Cisco Unified MeetingPlace Express VT Release 1.2

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Cisco Systems, Inc. 170 West Tasman Drive San Jose, CA 95134-1706 USA http://www.cisco.com Tel: 408 526-4000

800 553-NETS (6387)

Fax: 408 526-4100

Text Part Number: OL-11303-01

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The Cisco implementation of TCP header compression is an adaptation of a program developed by the University of California, Berkeley (UCB) as part of UCB’s public domain version of the UNIX operating system. All rights reserved. Copyright © 1981, Regents of the University of California.

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This Software includes software governed by certain open source licenses as follows:

LAME 3.xx found at http://www.mp3dev.org. LAME Ain't an MP3 Encoder http://www.mp3dev.org March 2001

Originally developed by Mike Cheng (www.uq.net.au/~zzmcheng). Now maintained by Mark Taylor (www.mp3dev.org).

This code is distributed under the GNU LESSER PUBLIC LICENSE (LGPL, see www.gnu.org) with the following modification:

If you determine that distribution of LAME requires a patent license, and you obtain a patent license, you may distribute LAME even though redistribution of LAME may also require a patent license.

You agree not to enforce any patent claims for any aspect of MPEG audio compression, or any other techniques contained in the LAME source code.

LAME uses the MPGLIB decoding engine, from the MPG123 package, written by: Michael Hipp (www.mpg123.de) MPGLIB is released under the GPL.

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If you cannot locate copies of the referenced GPL license(s) in this section please contact the Free Software Foundation at licensing@fsf.org or 51 Franklin St., 5th Floor, Boston, MA 02110-1301. For information about obtaining the source code for the third party software, contact Cisco Systems Legal Department and include details about the product and a copy of the license at 300 E. Tasman Dr., San Jose, CA 95124.

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Redistribution and use in source and binary forms are permitted provided that the above copyright notice and this paragraph are duplicated in all such forms and that any documentation, advertising materials and other materials related to such distribution and use acknowledge that the software was developed by the University of California, Berkeley. The name of the University may not be used to endorse or promote products derived from this software without specific prior written permission.

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Adobe technology is used in this product.

CCVP, the Cisco Logo, and the Cisco Square Bridge logo are trademarks of Cisco Systems, Inc.; Changing the Way We Work, Live, Play, and Learn is a service mark of Cisco Systems, Inc.; and Access Registrar, Aironet, BPX, Catalyst, CCDA, CCDP, CCIE, CCIP, CCNA, CCNP, CCSP, Cisco, the Cisco Certified Internetwork Expert logo, Cisco IOS, Cisco Press, Cisco Systems, Cisco Systems Capital, the Cisco Systems logo, Cisco Unity, Enterprise/Solver, EtherChannel, EtherFast, EtherSwitch, Fast Step, Follow Me Browsing, FormShare, GigaDrive, GigaStack, HomeLink, Internet Quotient, IOS, IP/TV, iQ Expertise, the iQ logo, iQ Net Readiness Scorecard, iQuick Study,

LightStream, Linksys, MeetingPlace, MGX, Networking Academy, Network Registrar, Packet, PIX, ProConnect, RateMUX, ScriptShare, SlideCast, SMARTnet, StackWise, The Fastest Way to Increase Your Internet Quotient, and TransPath are registered trademarks of Cisco Systems, Inc. and/or its affiliates in the United States and certain other countries.

All other trademarks mentioned in this document or Website are the property of their respective owners. The use of the word partner does not imply a partnership relationship between Cisco and any other company. (0609R)

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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

Troubleshooting Guide for Cisco Unified MeetingPlace Express Release 1.2

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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.

Troubleshooting Guide for Cisco Unified MeetingPlace Express Release 1.2

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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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Troubleshooting Guide for Cisco Unified MeetingPlace Express Release 1.2

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+ 30 hidden pages

Cisco OL-11303-01 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