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Troubleshooting: Common Troubleshooting Scenarios

Sean Vohs
  • Updated

Cisco OBTP or Polycom OTD button does not appear on the endpoint touch panel

Symptoms Probable causes Actions
When booking a Skype or One-Time-VMR meeting that includes one or more Exchange resource meeting room(s) as a participant, the Cisco OBTP or Polycom OTD button never appears on the meeting room(s) touch panel. Software could not find Skype meeting information or VMR information (based on Regex rules). Check the log for details, and correct the rules accordingly.
Software failed in reading the booking in Exchange. Open the Configuration tool and use the Test Exchange Rooms button to test that the rooms are correctly configured.
The Software cannot contact the endpoint. Go to the Video Systems and press Connect and save to verify that The Software can connect to the endpoint.

 

One-Time-VMR is not provisioned on the MCU

Symptoms Probable causes Actions
Calls to/from One-Time-VMR meetings are failing. The Software cannot contact the MCU. Press the Test Connections button in the configuration tool to verify that The Software can communicate with the MCU.
VMR licenses are depleted. Check that you have sufficient VMR licenses on the MCU.
Conflicting alias on the MCU. Check the log for details.

 

One-Time-VMR is not deprovisioned on the MCU

Symptoms Probable cause Actions
The VMRs are not disappearing from the MCU after the meeting is finished, which would eat up VMR licenses and potentially stop later one-time-vmr meetings from being provisioned due to conflicting aliases. The Software cannot contact the MCU.
  • Press the Test Connections button in the configuration tool to verify that The Software can communicate with the MCU.
  • Check the log for details.

 

Error in configurator when adding rooms

Symptoms Probable cause Actions
Error '401 Unauthorized' when accessing the Rooms tab in the configuration tool. The Software cannot authenticate to Exchange using the credentials in the configuration tool.

InThe Software Configurator General Settings tab, check the format of the EWS Service Account Username. Sometimes Microsoft Exchange requires that the username is entered using one of the following formats:

  • domain\username
  • username@domain

 

Dial-out to meeting room does not happen at meeting start time

Symptoms Probable cause Actions
The Software does not dial out to a meeting room participant at the meeting start time.
  • The Software cannot contact the MCU.
  • VMR is not correctly provisioned: The MCU location that The Software is instructing the MCU to dial out from is not correctly configured.
 Check The Software log and MCU log for details.

 

Dial-out from the video system (Green Cisco OBTP or Polycom OTD button) does not work

Symptoms Probable cause Actions
The (Undefined variable: Join.OBTPShort) or Polycom OTD button is disabled and cannot be pushed. The button becomes activated at the “startup buffer” time, and cannot be pushed before that. Check the The Software configuration.
The button is pushed, but call fails to connect. VMR is not correctly provisioned: The uri is invalid due to incorrect Regex rules.
  • Check The Software logs and Regex configuration.
  • Check the call history on the endpoint to see what it tried to call.
  • Check the “Search History” in the VCS to see if there was a call routing issue.

 

Recipients do not receive dial-in information emails when meeting is booked

Symptoms Probable cause Actions
Specified recipients do not receive any email containing dial-in information when meeting is booked Error in email template. Check the syntax of the HTML in your email templates.
The Software cannot contact the Exchange server - Invalid configuration. Check the configurator General Settings tab to ensure that the server and credentials are correct and that you are using the correct format for the EWS Service Account Username.