Cisco TELEPRESENCE MANAGEMENT SUITE SECURE SERVER - CONFIGURATION GUIDE... Manuale utente

Cisco TelePresence

Management Suite

Provisioning

Troubleshooting guide

D14427.03

December 2010

Introduction

Cisco TMS Provisioning Administrator Guide Page 2 of 16

Table of Contents

Introduction...............................................................................................................................3

Provisioning logs......................................................................................................................4

Cisco TMS provisioning directory logs .......................................................................................................... 4

Cisco VCS provisioning logs ......................................................................................................................... 4

Movi client logs.............................................................................................................................................. 4

Audit.log.................................................................................................................................................. 5

E20 logs......................................................................................................................................................... 5

The Cisco TMS Provisioning Directory backend ....................................................................6

Cisco TMS Agent Diagnostics....................................................................................................................... 6

Backend problem scenarios.......................................................................................................................... 6

Provisioning directory not visible in Cisco TMS ..................................................................................... 6

Browser error displayed when trying to view Provisioning directory...................................................... 6

Adding VCS to TMS fails........................................................................................................................ 7

Error message received when enabling provisioning ............................................................................ 7

Importing from Microsoft Active Directory fails....................................................................................... 8

Cannot distribute email with username and password.................................................................................. 8

Movi troubleshooting................................................................................................................9

Error messages............................................................................................................................................. 9

Login failed............................................................................................................................................. 9

Call failed.............................................................................................................................................. 10

Phone book services are unavailable .................................................................................................. 11

Phonebook services are disabled ........................................................................................................ 11

Presence status services are not enabled ........................................................................................... 11

Status publication failed ....................................................................................................................... 11

Unable to connect to server ................................................................................................................. 11

Disconnected from server .................................................................................................................... 12

Phone books not available .......................................................................................................................... 12

Check provisioning............................................................................................................................... 12

Check access control........................................................................................................................... 12

E20 troubleshooting................................................................................................................13

Error messages ........................................................................................................................................... 13

System upgrade failed.......................................................................................................................... 13

Phone books not available .......................................................................................................................... 13

Check provisioning............................................................................................................................... 13

Check access control........................................................................................................................... 14

Refresh connection to TMS Agent ....................................................................................................... 14

References and related documents.......................................................................................15

Disclaimers and notices .........................................................................................................16

Introduction

Cisco TMS Provisioning Administrator Guide Page 3 of 16

Introduction

This document provides troubleshooting information for Cisco TelePresence Management Suite (Cisco

TMS) administrators who configure and maintain provisioning for Cisco TelePresence products.

The document contains:



Overviews of logs that may be of assistance in troubleshooting provisioning.



Strategies for resolving provisioning-related problem scenarios in TMS, Cisco TelePresence Movi

(Movi), and Cisco IP Video Phone E20 (E20), with references to error messages that the user or

administrator may encounter.

Provisioning logs

Cisco TMS Provisioning Administrator Guide Page 4 of 16

Provisioning logs

This section describes logs that may be helpful in troubleshooting provisioning. Some of them, like Movi

audit log, are readable to the IT administrator; others will primarily be helpful as debugging tools if you are

in contact with customer support.

Cisco TMS provisioning directory logs

If you want to monitor the logs Cisco TMS provides for the provisioning directory specifically, they can be

found on the Cisco TMS server at the following location:

C:\Program Files\TANDBERG\TMS\wwwTMS\Data\Logs\tmsdebug

The names of the relevant log files are:



log-TMSAgent.txt



log-tmsagentproxy.txt



log-tmsagentservice.txt



log-TMSAgentDiagnostics.txt



log-TMSAgentReplicationSetup.txt

If you contact a support representative and need to supply them with logs, you can go to Administrative

Tools > TMS Server Maintenance and click Download Log Files to grab a zipped archive of all logs.

Cisco VCS provisioning logs

On the Cisco VCS, go to Status > Logs > Event Log.

The Cisco VCS Event Log is displayed on the format date time process_name:

message_details. Messages related to the TMS Agent all have the process name tprovisioning.

Use the search field to filter the log by tprovisioning so that only Cisco TMS Agent messages are showing.

For more information on the message_details field of the Status event log, please refer to the Cisco

VCS Administrator guide.

Movi client logs

There are currently six Movi log files total, as described below. Movi places its log files in

<CSIDL_LOCAL_APPDATA>\TANDBERG\Movi\2.0\Logs\. The <CSIDL_LOCAL_APPDATA> folder is

typically:



Windows XP: %USERPROFILE%\Local Settings\Application Data\



Windows Vista and Windows 7: %LOCALAPPDATA% (typically %USERPROFILE%\AppData\Local)

The directory is hidden by default on these systems.

Log files created by Movi

File name

Description

Audio.log

Audio-specific information

Audit.log Communication between Movi and the VCS, see previous section

Provisioning logs

Cisco TMS Provisioning Administrator Guide Page 5 of 16

File name

Description

Client.log

Information related to the client, the GUI and the "business logic" of

the client

GStreamer.log Information from the GStreamer layer

SIP.log Information from the SIP signalling

TAF.log Application framework layer information

Log parameters

Logging is controlled by the Logs.ini file in the same directory. This file has one section for each of the log

files above. If any parameters are not set for a log file, the corresponding values from the Default section

of the file are applied.

The default parameters include:



The maximum file size is 2000000



Two log generations are stored

Audit.log

The log that will be most useful to you as an administrator is Audit.log. Here, provisioning communication

between Movi and the server is recorded. By looking at the audit log you can tell which advanced settings

the user has, and whether provisioning succeeds or fails. Some error messages from the server are also

recorded here, although this feature is not fully developed in Movi 3.0.

Note: The parameters for Audit.log are not in Logs.ini and cannot be edited.

E20 logs

The E20 includes a web server that can be used to manage the endpoint. You access it by opening its IP

address in a web browser (http://<your.IP.address>).

To find your E20’s IP:

1. On the E20, go to Menu > System information.

2. Under NETWORK, you will find the endpoint’s IP address.

Logs can be viewed and downloaded from the Logs tab on the page that opens.

The Cisco TMS Provisioning Directory backend

Cisco TMS Provisioning Administrator Guide Page 6 of 16

The Cisco TMS Provisioning Directory backend

Cisco TMS Agent Diagnostics

In Cisco TMS, you can go to Administrative Tools > TMS Agent Diagnostics to monitor and schedule

various diagnoses for the Cisco TMS Agents.

Cisco TMS Agent Diagnostics are run automatically after you have added any Cisco VCS to the Cisco

TMS and then enabled Cisco TMS Agent data replication on the VCS or VCS cluster. No configuration is

required by the administrator. When issues are identified by the diagnostics, the issues can be corrected

by the administrator automatically, if desired.

Note: For any Cisco VCS that have the Cisco TMS Agent installed, the Cisco TMS Agent Diagnostics

pane is found by going to Systems > Navigator > TMS Agent.

Each diagnostic test can also be run manually at any time. The troubleshooting strategies in this

document refer directly to relevant diagnoses to run for specific situations.

For more information on each of the diagnoses, see the ‘Diagnosing the provisioning process’ chapter in

the Provisioning Deployment guide.

Backend problem scenarios

Provisioning directory not visible in Cisco TMS

If you do not see Directory showing up under Systems > Provisioning in Cisco TMS, check the following:



Are you running TMS version 12.5 or later? In the TMS web view, check the lower right corner for

version information.



Are you running a trial version of Cisco TMS? Provisioning is not supported in trial versions.



Do you have have the required privileges to see this directory?



Has Enable TMS Agents (Provisioning) been set to Yes under Administrative Tools >

Configuration > General?



On the TMS server, make sure the TMSProvisioningService is running. Start/restart the service.

Browser error displayed when trying to view Provisioning directory

If, when going to Systems > Provisioning > Directory, you receive a browser error page:



Are you testing directly on the Cisco TMS, or through a pc/laptop? The former is preferable.



Do you have the required privileges to see this directory?



Has Enable TMS Agents (Provisioning) been set to Yes under Administrative Tools >

Configuration > General?



On the Cisco TMS server, make sure the TMSProvisioningService is running. Start/restart the

service.



Directly on the Cisco TMS server, verify that you can browse to the Provisioning Directory by opening

the browser and opening the following URL: http://localhost:8787/

Error message after Cisco TMS upgrade: “The Provisioning Directory is not running”

After upgrading Cisco TMS to version 12.5, when navigating to System > Provisioning > Directory,if

The Cisco TMS Provisioning Directory backend

Cisco TMS Provisioning Administrator Guide Page 7 of 16



the following error message appears: “The Provisioning Directory is not running or is still initializing. If

the TMS Server or TMSAgentService were just restarted, please wait for the Directory to finish

initializing. If the Directory does not load after a few minutes, log on to the server and open Control

Panel, Administrative Tools, Services and restart the TMSAgentService.



and/or starting the TMSAgentService fails

Follow this procedure:

1. Check the file log-tmsagentservice.txt for these lines:

10:05:39,297 [4] WARN TMSAgentWindowsService.TMSAgentWindowsService -

Service startup...

10:05:39,313 [4] WARN TMSAgentWindowsService.TMSAgentWindowsService -

Starting TMS agent...

10:05:39,545 [4] WARN TMSAgentWindowsService.TMSAgentWindowsService -

Start script execution failed. Exit Code: 1 Output: Starting Argon

Expecting java located at: D:\Program Files\TANDBERG\TMS\Provisioning\jre

Expecting opends located at: D:\Program

Files\TANDBERG\TMS\Provisioning\OpenDs-2.0

Error:

This confirms that the problem is caused by jar files not being copied into the ... /provisioning/

... folders on the TMS server.

2. Check the log-TMSAgent-console.txt file for a NoClassDefFoundException. Details will differ

based on which specific jar files are missing.

3. If both criteria above are met, solve the issue by uninstalling Cisco TMS (the application only, leaving

the databases untouched) and reinstalling it.

Adding VCS to TMS fails

If you are having problems adding Cisco VCS to Cisco TMS, check the following:



Is SNMP enabled on VCS? Go to Administrative Tools > TMS Agent Diagnostics and run

Provisioning Diagnostic Tool test SNMP to verify that SNMP is being used on the Cisco VCS.



Is the SNMP community name being used in the VCS found in list of ‘SNMP Community Names’ on

the Cisco TMS on page: Administrative Tools > Configuration > Network Settings? Note that

SNMP community names are case sensitive.



Is the management address on the Cisco VCS the IP address of the Cisco TMS?



Utilise Cisco TMS Tools found on the server under Start > Programs > Tandberg to check and verify

SNMP connectivity to the Cisco VCS. In Cisco TMS Tools, select Utilities > Check SNMP



Ensure that SNMP is not being blocked on the network, that is UDP port 161 (both directions)

Error message received when enabling provisioning

If, when creating a new cluster in TMS and selecting Enable Provisioning, the provisioning fails with the

following error message: Verify that the tmsprovisioningservice is running … check the following:



Are you running Cisco TMS version 12.5 or later?



Are you running Cisco VCS version X5.0 or later?



Was the Cisco TMS upgraded prior to the Cisco VCS?



Have the time settings on Cisco TMS and Cisco VCS are synchronized, preferably using an NTP

server?

The Cisco TMS Provisioning Directory backend

Cisco TMS Provisioning Administrator Guide Page 8 of 16



Has the Device Provisioning option key been enabled on the Cisco VCS Control? Go to

Administrative Tools > TMS Agent Diagnostics, select the Cisco VCS and run Verify that the

"Device Provisioning" option key is installed on the VCS Control.



Has the Movi option key has been added to the Cisco TMS? Go to Administrative Tools >

Configuration > General to verify this.



Has Enable TMS Agents (Provisioning) been set to Yes under Administrative Tools >

Configuration > General?



On the TMS server, make sure the TMSProvisioningService is running. Start/restart the service.



Are there any spaces in the Cisco VCS system names? If so:

1. Rename the Cisco VCS, removing the spaces.

2. Restart the Cisco VCS.

3. Force refresh the system in Cisco TMS for the name change to be updated.

4. Delete and rebuild the cluster on the Cisco TMS again.

5. Go to Administrative Tools > TMS Agent Diagnostics and run Verifies that all host names in the

replication domain can be resolved by doing DNS lookups.

Importing from Microsoft Active Directory fails

1. Make sure that the URL to the AD Global Catalog server and port are correct, for example

ldap://globalcatalog.company.int:3268?

Note: Secure LDAP is not supported.

2. Has the search filter been correctly configured?

3. Make sure the correct username and password are used when logging on and importing from the AD.

Cannot distribute email with username and password

If email distribution of account information to a single user or all users fails, check the following:



Has the Configure Mail Settings been configured on the System > Provisioning > Directory >

Workspace pane?



Is anything on the network blocking SMTP traffic?

Movi troubleshooting

Cisco TMS Provisioning Administrator Guide Page 9 of 16

Movi troubleshooting

Error messages

A short error message is displayed on-screen when communication errors occur with the Cisco VCS.

Below are descriptions of relevant troubleshooting strategies, grouped by error message headings.

Wrong username, domain, and/or password



Check Audit.log and make sure that the username and domain used for the login attempt are correct.



In Cisco TMS, go to Systems > Provisioning > Directory and verify that the user exists and has

been provided with the correct username and password.



In Cisco TMS, go to Administrative Tools > TMS Agent Diagnostics and verify that replication

between the Cisco TMS and Cisco VCS works by running Verifies that users created on the Local

TMS Agent replicates to all the TMS Agent LDAP databases in the cluster.



If connecting through a Cisco VCS Expressway:

•Go to VCS configuration > Registration > Deny List and check whether the Deny list is

enabled.

•If so, go to VCS configuration > Registration > Allow List and verify that the user has been

added to the Allow list.



Check whether the Cisco VCS is in maintenance mode and therefore new calls and registrations are

disallowed, and existing registrations are allowed to expire.

Out of licenses

All available licenses are already in use. Check for available Movi licenses in Cisco TMS under

Administrative Tools > Configuration > General Settings > License and Option Keys.

Connection rejected by server application



Something other than the Cisco VCS may be rejecting the connection. Trace where the error

message is coming from. Is there a SIP proxy in use?



Make sure Movi is trying to connect to the right IP address for the Cisco VCS.

The server application is not responding

The Cisco TMS Agent could be down.

1. Go to Administrative Tools > TMS Agent Diagnostics.

2. Check the status of the Cisco TMS Agent on the Cisco VCS the user is trying to connect to.

The server did not respond in time

The login request reached the server, but no provisioning message reached the client.



Make sure no firewalls are blocking communication from the server to the client.



The user’s subzone may be missing from the Cisco VCS configuration.

•Go to VCS configuration > Local Zone > Subzones.

•Verify that the user is included in an existing subzone.

Movi troubleshooting

Cisco TMS Provisioning Administrator Guide Page 10 of 16

Could not find server in DNS



Look at Audit.log. Did Movi receive provisioning data from server before the error occurred?

•If the error occurred before receiving provisioning data, make sure that Movi is trying to connect

to the correct VCS. This is configured in Movi’s Advanced settings, but can be read from

Audit.log. If a setting has not been configured, Audit.log will note it as <empty>.

•If the error occurred after receiving provisioning data, go to Systems > Provisioning >

Directory and verify that the SIP Server Address configuration is present and correct.



Go to Administrative Tools > TMS Agent Diagnostics and verify that replication between the Cisco

TMS and Cisco VCS works by running Verifies that users created on the Local TMS Agent

replicates to all the TMS Agent LDAP databases in the cluster.

Unable to connect to server



Look at Audit.log. Did Movi receive provisioning data from server before the error occurred?

•If the error occurred before receiving provisioning data, make sure that Movi is trying to connect

to the correct VCS. This is configured in Movi’s Advanced settings, but can be read from

Audit.log. If a setting has not been configured, Audit.log will note it as <empty>.

•If the error occurred after receiving provisioning data, go to Systems > Provisioning >

Directory and verify that the SIP Server Address configuration is present and correct.



On the VCS, go to VCS configuration > Protocols > SIP > Configuration

•Verify that TCP and TLS are both set to On.

•Make sure Cisco VCS is listening on the ports Movi is trying to access, by default 5060 for TCP

and 5061 for TLS.



Go to Administrative Tools > TMS Agent Diagnostics and verify that replication between the Cisco

TMS and Cisco VCS works by running Verifies that users created on the Local TMS Agent

replicates to all the TMS Agent LDAP databases in the cluster.

Call failed

Your call was denied due to mismatching encryption settings

In Movi’s Advanced settings, the Transport options are Auto, TLS, and TCP. The default setting in Movi

is Auto. If the caller or the receiver has TLS enabled and the other party uses TCP, the call will fail. This

problem can only be solved by changing the Transport setting for either party.

The user could not be found. The user is offline or does not exist.

The user has probably either:



tried to reach someone who is currently offline



mistyped a SIP address



tried to reach someone not available in their network

The user could not be found

Check the Cisco VCS routing configurations.

The user could not be reached. Please try again later.

The user did not respond.

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