iVIEW Suite Troubleshooting Guide
Contents
1. Recommended Action Go to Tools gt Options gt iVIEW Suite Meetings In the Outlook options make sure the User ID Password and Organization fields are blank iCM automatically performs authentication using the domain account password credentials 2 iVIEW Suite Troubleshooting Guide How TO RESOLVE IVIEW OUTLOOK ADD IN CONFIGURATION ISSUES CONNECTING THE IVIEW OUTLOOK ADD IN TO ICM DISABLING POP UP MESSAGES How to Resolve iVIEW Outlook Add in Configuration Issues Symptom The iVIEW Outlook Add in fails to connect to iCM Recommended Action After installing the iVIEW Outlook Add in go to Tools gt Options gt iVIEW Suite Meetings and enter the URL of your server in the Web Site field Symptom The standard Microsoft Outlook 2003 pop up message warning that another application is trying to access Outlook information appears Recommended Action Use the new registry key HKEY_CURRENT_USER Software Policies Microsoft Security CheckAdminSettings for the Outlook client machine and then set the value to 1 Note To disable the pop up message from the exchange server side refer to Microsoft documentation Meetings scheduled from iVIEW Outlook Add in use the meeting organizer time zone setting from iVIEW Suite Time zone settings on the work station of a Meeting Organizer should match the settings in iVIEW Suite You can change time zone settings in iCM in My Profile Note We recommend that meeting2. IVR Number Type Name Your auto attendant number Type Phone number Click Upload Navigate to Gatekeeper gt Services gt Services tab Click Add Configure settings as follows on oO uo o Prefix Your auto attendant number o Prefix type phone number O Description End Point oO Conference Hunting Enabled 8 iVIEW Suite Troubleshooting Guide RESOLVING AUTO ROUTE INCOMING CALLS ISSUE How to Resolve IVR Issues o Global Service No o Allow access for In zone non predefined endpoints enabled Out of zone endpoints enabled Click Upload Symptom If i VIEW Suite is in the standalone mode and a user is configured with auto route incoming calls only on iVIEW Suite a call cannot be routed to Video VR when the user calls an auto route incoming call number Recommended Action Procedure 1 Login to Enhanced Communication Server 2 Navigate to Gatekeeper gt Endpoints gt Endpoints tab 3 Click Add Predefined 4 Configure settings as follows oN OO O Endpoint type Terminal O Registration IP 127 0 0 1 Port 5 O Call signaling IP 127 0 01 Port 5 o Aliases Value Routing Number Type Name Value Your auto route incoming calls number Type Phone number Click Upload Navigate to Gatekeeper gt Services gt Services tab Click Add Configure settings as follows o Prefix Your auto route incoming calls number o Prefix type phone number O Description Virtual Services Troublesho
3. Troubleshooting Guide iVIEW Suite Version 7 1 B RADVISION ring the Visual Experi NOTICE 2000 2009 RADVISION Ltd All intellectual property rights in this publication are owned by RADVISION Ltd and are protected by United States copyright laws other applicable copyright laws and international treaty provisions RADVISION Ltd retains all rights not expressly granted This publication is RADVISION confidential No part of this publication may be reproduced in any form whatsoever or used to make any derivative work without prior written approval by RADVISION Ltd No representation of warranties for fitness for any purpose other than what is specifically mentioned in this guide is made either by RADVISION Ltd or its agents RADVISION Ltd reserves the right to revise this publication and make changes without obligation to notify any person of such revisions or changes RADVISION Ltd may make improvements or changes in the product s and or the program s described in this documentation at any time If there is any software on removable media described in this publication it is furnished under a license agreement included with the product as a separate document If you are unable to locate a copy please contact RADVISION Ltd and a copy will be provided to you Unless otherwise indicated RADVISION registered trademarks are registered in the United States and other territories All registered trademarks recognized GoAhead WebSe
4. WINDOW DISPLAY How TO RESOLVE ADMINISTRATION ISSUES DATABASE UNAVAILABLE How to Resolve Administration Issues Symptom Internet Explorer browser navigation buttons Back Forward and Refresh do not work correctly in the iVIEW Suite user interface Recommended Action Use the Next and Back buttons in iVIEW Suite to navigate between pages Symptom You want to schedule recurring meetings for a period longer than that allowed in the iVIEW Suite Web user interface Recommended Action Use the iVIEW Suite Configuration Tool to schedule recurring meetings for up to 730 days Symptom Some Web pages and pop up windows do not display normally Recommended Action Set the screen resolution to a standard resolution such as 800 x 600 pixels or 1024 x 768 pixels The minimum recommended resolution is 800 x 600 pixels and the recommended font size is Normal or Large Symptom No database is available when iVIEW Suite is initially started Recommended Action Restart the service when the database is ready If the connection between the database and iVIEW Suite is lost after initially starting iVIEW Suite iVIEW Suite works normally when the database is operating Troubleshooting 5 How to Resolve Administration Issues USING DOUBLE BYTE CHARACTERS IN THE MCU SERVICE TEMPLATE CONFIGURING TERMINAL AREA CODES ASSIGNING DID NUMBERS Symptom Unicode and other double byte characters such as Chinese Japanese Korean a
5. MCU service representative SYNCHRONIZING SCOPIA DESKTOP SERVER WITH IVIEW SUITE Symptom The Directory Status iVIEW Suite tab displays the synchronization error Recommended Action Perform the procedure Procedure 1 Select the link on the Directory Status iVIEW Suite tab The Directory tab opens 2 Select the Synchronize button 14 iVIEW Suite Troubleshooting Guide UPDATING THE IP ADDRESS ON THE STREAMING SERVER Updating the IP Address on the Streaming Server Symptom The SCOPIA Desktop Status tab indicates that the Streaming Server is not connected If you select the Streaming Server indicator this error is displayed 5003 Access denied error from proxy Recommended Action When the Streaming or Recording components of SCOPIA Desktop are installed on their own server separately from the SCOPIA Desktop Server they are configured with the IP address of the SCOPIA Desktop Server which is allowed to connect to them If the IP address of the SCOPIA Desktop Server changes you need to update it on the Streaming and Recording Servers Procedure 1 From the Start menu choose Programs gt SCOPIA Desktop gt TCP Proxy Configuration 2 Run the listServers command to display the address of the SCOPIA Desktop Server which is allowed to access the Streaming or Recording Server 3 If the SCOPIA Desktop Server address is incorrect run the removeServer command to remove it 4 Run the addServer command to a
6. dd the correct address Follow on screen directions to complete the procedure Troubleshooting 15 Changing IP Address of the SCOPIA Desktop Server CHANGING IP ADDRESS OF THE SCOPIA DESKTOP SERVER 16 Symptom The SCOPIA Desktop Status tab indicates that the SCOPIA Desktop Server is not connected Recommended Action If the IP address of the server on which the SCOPIA Desktop Server is installed changes you need to update SCOPIA Desktop Server components with its new IP address o OONO fF 11 iVIEW Suite Troubleshooting Guide Procedure Select Start gt Settings gt Control Panel Double click Add or Remove Programs From the list of programs choose SCOPIA Desktop and then Change The Setup Wizard opens In the Welcome screen select Next In the Program Maintenance screen choose Modify and select Next In the Custom Setup screen select Next In the SCOPIA Desktop Serial Key screen select Next In the SCOPIA Desktop Network Configuration screen select Next In the SCOPIA Desktop Hostname Configuration screen select Next In the SCOPIA Desktop Recording Configuration screen select Next Select Install RECORDING DOES NoT START AUTOMATICALLY Recording Does Not Start Automatically Symptom iVIEW Suite configured to work with the SCOPIA Desktop Server does not record virtual room meetings or scheduled meetings automatically even though iVIEW Suite is configured to do so Recommended Action V
7. er that the terminal is assigned to is in Authorization Mode Note Cascading is set up iniCM in the Network Management section on the IP Topology tab If the IP Topology tab is hidden in the iVIEW Suite Configuration Tool in System Configuration gt UI Settings check IP Topology to activate the IP Topology tab RESOLVING A Symptom MEETING A meeting is successfully scheduled but cannot actually be created CREATION FAILURE er Procedure 1 Make a point to point call 2 Ensure that the call is successful from within iCM A successful point to point call indicates that the ECS and iCM are configured correctly 3 Create an endpoint initiated MCU conference If the endpoint connects the MCU ECS and iCM are configured properly Schedule a meeting in iCM If the meeting is scheduled successfully wait for the meeting to start If the meeting starts successfully dial into the meeting using an endpoint Recommended Action In the event that the troubleshooting procedures in this section do not resolve a meeting creation or meeting invitation issue use the procedure in this section Troubleshooting 13 Synchronizing SCOPIA Desktop Server with iVIEW Suite e Procedure 1 Attempt the same meeting creation or invitation directly on the MCU without using the iCM 2 Ifthe same meeting creation or invitation does not succeed directly on the MCU restart the MCU 3 If restarting the MCU does not resolve the issue contact your
8. erience Issues on page 4 Howto Resolve Administration Issues on page 5 Howto Resolve IVR Issues on page 7 m Resolving a Port Conflict on page 10 m Resolving a Scheduling Failure on page 10 m Resolving a Meeting Creation Failure on page 13 m Resolving a Failed Terminal Invitation on page 12 Troubleshooting 1 How to Resolve Browser Authentication Issues How TO RESOLVE BROWSER AUTHENTICATION ISSUES RECOGNIZING A LOCAL INTRANET SITE ENABLING SINGLE SIGN ON CONFIGURING IVIEW OUTLOOK ADD IN FOR SINGLE SIGN ON Symptom The browser does not recognize iCM as a local Intranet site and an authentication window appears Recommended Action Provide users with a link toi VIEW Suite that includes the necessary fully qualified domain name FDQN rather than only the iCM IP address Configure the browser for the user so that iCM is a local Intranet site Symptom iVIEW Suite web pages always require that you enter a user name and password Recommended Action Use Single Sign on SSO SSO enables users to access iVIEW Suite web pages without having to enter a user name or password Users are authenticated transparently using domain account and password credentials To enable Single Sign on during installation select the Single Sign on check box You must also add the iVIEW Suite host server to the trusted site of the client browser Symptom iCM authentication fails when working with SSO and iVIEW Outlook Add in
9. erify that one of the following problems does not interfere with recording m There are not enough available recording ports on the SCOPIA Desktop at the time when the meeting is scheduled m There are not enough available recording ports on the SCOPIA Desktop at the time when the meeting is scheduled m The maximum number of simultaneous recordings is reached Troubleshooting 17 www radvision com About RADVISION RADVISION NASDAQ RVSN is the industry s leading provider of market proven products and technologies for unified visual communications over IP and 3G networks With its complete set of standards based video networking infrastructure and developer toolkits for voice video data and wireless communications RADVISION is driving the unified communications evolution by combining the power of video voice data and wireless for high definition video conferencing systems innovative converged mobile services and highly scalable video enabled desktop platforms on IP 3G and emerging next generation networks For more information about RADVISION visit www radvision com USA Americas EMEA APAC T 1 201 689 6300 T 44 20 3178 8685 T 852 3472 4388 F 1 201 689 6301 F 44 20 3178 5717 F 852 2801 4071 infoUSA radvision com infoUK radvision com infoAPAC radvision com This document is not part of a contract of license as may be expressly agreed RADVISION is registered trademarks of RADVISION Ltd All trademark
10. g a Meeting Creation Failure Synchronizing SCOPIA Desktop Server with iVIEW Suite Updating the IP Address on the Streaming Server Changing IP Address of the SCOPIA Desktop Server Recording Does Not Start Automatically iv iVIEW Suite Troubleshooting Guide 10 10 12 13 14 15 16 17 RELATED DOCUMENTATION FEEDBACK ABOUT THIS MANUAL The iVIEW Suite Troubleshooting Guide provides information for administrators about iVIEW Suite installation configuration and the user interface It includes detailed procedures about performing administrator related tasks The iVIEW Suite documentation set is available on the RADVISION Utilities and Documentation CD ROM supplied with the product and includes manuals and online helps The manuals are in PDF format Note You require Adobe Acrobat Reader version 6 0 or later to open the PDF files You can download Acrobat Reader free of charge from www adobe com The team at RADVISION constantly endeavors to provide accurate and informative documentation If you have comments or suggestions regarding improvements to future publications we would value your feedback Please send your comments to doc_comments radvision com We thank you for your contribution About This Manual v TROUBLESHOOTING How to Resolve Browser Authentication Issues on page 2 How to Resolve iVIEW Outlook Add in Configuration Issues on page 3 How to Collect Logs on page 4 How to Resolve User Exp
11. nd Hebrew characters cause device exception in MCU service template Name Description Terminal Name and Gateway Service Prefix fields Recommended Action Use only ASCII text in these fields Symptom Terminal area codes are incorrectly defined Recommended Action Do not include domestic long distance prefixes in terminal area codes Symptom Cannot change Direct Inward Dialing DID numbers Recommended Action DID numbers are assigned on a per endpoint basis rather than on a per meeting basis This is an internal configuration that cannot be changed via the Configuration Tool or the iVIEW Suite Web interface To manually change the host name perform the following procedure Procedure 1 Goto C Program Files RADVISION VIEW Suite iCM jboss bin where C is the local drive 2 Make a backup copy of the vcs config xml file 3 Open the vcs config xml file with a text editing tool and modify the lt host url gt element to the required value 4 Save the file in the text editor Restart iVIEW Suite 6 iVIEW Suite Troubleshooting Guide How TO RESOLVE IVR ISSUES RESOLVING VIRTUAL SERVICE ISSUE How to Resolve IVR Issues m Resolving Virtual Service Issue on page 7 m Resolving Video IVR Issue on page 8 Resolving Auto Route Incoming Calls Issue on page 9 Symptom If iVIEW Suite is in the standalone mode and a user is configured with a virtual services prefix only on iVIEW Suite a call cannot be routed to Video IVR
12. oting 9 Resolving a Port Conflict RESOLVING A PORT CONFLICT RESOLVING A SCHEDULING FAILURE O Conference Hunting Enabled o Global Service No o Allow access for In zone non predefined endpoints enabled Out of zone endpoints enabled 9 Click Upload Symptom A port conflict occurs when you try to install or run certain applications Recommended Action Ensure that ports 11098 and 11099 are free Run the netstat command in the DOS window to determine which applications if any occupy ports 11098 and 11099 Symptom In iCM in My Meetings or Meeting Monitoring on the Current tab if Failed appears if you click Failed the message that opens reads Unable to create the meeting as scheduled Please check your meeting settings Recommended Action A scheduling failure may occur if a meeting type is downloaded and then the meeting type is changed on the MCU but the iCM does not update the meeting types 10 iVIEW Suite Troubleshooting Guide Resolving a Scheduling Failure er Procedure 1 To confirm that the reason for the failure is an incompatible meeting type select Admin gt Meeting Types and click Download 2 Ifthe meeting type that you specified appears in the Meeting Types Service Conflicts list the reason for the scheduling failure is at least in part an incompatible meeting type Note Ifa meeting is created even though the specified meeting type is incompatible there may be res
13. ource calculation errors 3 To resolve the conflict repeat the download of the meeting type you require Recommended Action If actual MCU resources are changed after the MCU is added in iCM but iCM does not update or synchronize the actual MCU information then the result may be an incompatible MCU Procedure 1 To determine which MCU is actually assigned to the meeting select Admin gt Resource Management gt MCU 2 Click the required MCU in the MCU column on the Current tab 3 Inthe Modify MCU window click Synchronize The MCU profile is updated 4 Make sure the MCU registered gatekeeper is configured correctly Make sure the connection configuration in Admin gt Network Management gt IP Topology is correct Note The Network Management section is hidden by default in iCM Use the iCMConfiguration Tool to change default settings in the user interface Troubleshooting 11 Resolving a Failed Terminal Invitation RESOLVING A FAILED TERMINAL INVITATION Symptom You are not able to invite a terminal to a meeting Possible Cause Incompatible gatekeeper registration The MCU may be registered to a gatekeeper that is different than the one specified in the MCU profile in iCM Recommended Action Procedure 1 Inthe MCU section of the SCOPIA MCU application check that the ECS that is listed is the same as the one designated in iCM 2 Ifthe gatekeeper is not the same then in iCM select the same gatekeepe
14. r to which the MCU is registered Possible Cause Authorization failure ECS version 4 1 5 0 or later allows multiple iCM to connect as authorizer However if multiple iCM authorizes a single ECS the iCM ECS authorization logic does not work Recommended Action Ensure that each ECS has only one iCM as its authorizer If multiple iCM authorizes a single ECS remove all other iCM authorization connections and then restart ECS Only after this does the remaining iCM work with this ECS properly in authorization mode Note iCM initiates the authorization connection to the ECS Ensure that the ECS server SNMP Community names are set correctly in the iCM user interface Possible Cause Unconnected IP location at Network Management gt IP Topology for the MCU and a terminal If a meeting is set up on the MCU that belongs to a specific location defined at Network Management gt IP Topology a terminal is invited to a different location the location to which the MCU is assigned may not be able to connect to the location to which the terminal is assigned 12 iVIEW Suite Troubleshooting Guide Resolving a Meeting Creation Failure Procedure 1 IniCM on the IP Topology tab check that there is a link between the two different locations 2 Make sure that if there is a connection that Bandwidth and Location are correctly defined Alternatively assign the MCU and the terminal to the same location Make sure that the gatekeep
15. rver is used by permission from GoAhead Software Inc GoAhead WebServer is used by permission from GoAhead Software Inc Copyright 2006 GoAhead Software Inc All Rights Reserved For further information contact RADVISION or your local distributor or reseller iVIEW Suite version 7 1 December 2009 Publication 3 http Awww radvision com CONTENTS About This Manual Related Documentation V Feedback Troubleshooting How to Resolve Browser Authentication Issues Recognizing a Local Intranet Site Enabling Single Sign on Configuring iVIEW Outlook Add in for Single Sign on How to Resolve iVIEW Outlook Add in Configuration Issues Connecting the iVIEW Outlook Add in to iCM Disabling Pop up Messages How to Collect Logs Collecting iVIEW Suite Logs Collecting SCOPIA Desktop Logs How to Resolve User Experience Issues Enabling Internet Explorer Pop up Blocker Navigating Between Pages Configuring Maximum Time Period for Recurring Meetings Correcting Web Page and Pop up Window Display How to Resolve Administration Issues Database Unavailable Using Double Byte Characters in the MCU Service Template Configuring Terminal Area Codes Assigning DID Numbers How to Resolve IVR Issues Resolving Virtual Service Issue NN DOODTTAAAHHPH HHP HP WWWNNDND PY Contents iii Resolving Video IVR Issue Resolving Auto Route Incoming Calls Issue Resolving a Port Conflict Resolving a Scheduling Failure Resolving a Failed Terminal Invitation Resolvin
16. s created via the iVIEW Outlook Add in contain no more than 100 participants Troubleshooting 3 How to Collect Logs How To COLLECT LOGS COLLECTING IVIEW SUITE LOGS COLLECTING SCOPIA DESKTOP LOGS a How TO RESOLVE USER EXPERIENCE ISSUES ENABLING INTERNET EXPLORER POP UP BLOCKER m Collecting iVIEW Suite Logs on page 4 m Collecting SCOPIA Desktop Logs on page 4 For information about collecting logs in iVIEW Suite refer to the Administrator Guide for iVIEW Suite Release 7 0 Procedure 1 Access the SCOPIA Desktop Server 2 Click the Conference Server icon on the taskbar to view the log in the Console window 3 If necessary save the log files located at these locations m C Program Files CiscoRadvision Cisco Unified Videoconferencing DesktopSCOPIA Desktop ConfSrv cs log m C Program Files Radvision SCOPIA Desktop logs xml m C Program Files SCOPIA Desktop tomcat logs stdout log stderr log Symptom Internet Explorer Pop up Blocker is inactive Recommended Action If you are using Microsoft Windows XP SP2 or Windows 2003 Service Pack 1 to enable Internet Explorer Pop up Blocker add the iCM site to the list of allowed sites To do this go to Tools gt Internet Options gt Privacy gt Pop up Blocker Settings and then add the iCM site 4 _ iVIEW Suite Troubleshooting Guide NAVIGATING BETWEEN PAGES CONFIGURING MAXIMUM TIME PERIOD FOR RECURRING MEETINGS CORRECTING WEB PAGE AND POP UP
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18. when the user calls a virtual conference ID Recommended Action Procedure 1 Login to Enhanced Communication Server 2 Navigate to Gatekeeper gt Endpoints gt Endpoints tab 3 Click Add Predefined 4 Configure settings as follows o Endpoint type Terminal O Registration IP 127 0 0 1 Port 1719 o Call signaling IP 127 0 01 Port 1719 o Aliases Value Virtual Services Type Name Value Your auto virtual services prefix number Type Phone number Click Upload Navigate to Gatekeeper gt Services gt Services tab Click Add Configure settings as follows O N OW Prefix Your auto virtual services prefix number Prefix type phone number Description Virtual Services Conference Hunting Enabled Global Service No Allow access for Ho oo oo 0 Troubleshooting 7 How to Resolve IVR Issues In zone non predefined endpoints enabled Out of zone endpoints enabled 9 Click Upload RESOLVING VIDEO IVR ISSUE Symptom If iVIEW Suite is in a standalone mode and a user is configured with an auto attendant number on iVIEW Suite only a call to the auto attendant number is not routed to Video IVR Recommended Action Procedure 1 Login to Enhanced Communication Server 2 Navigate to Gatekeeper gt Endpoints gt Endpoints tab 3 Click Add Predefined 4 Configure settings as follows o Endpoint type Terminal O Registration IP 127 0 0 1 Port 0 O Call signaling IP 127 0 01 Port 0 o Aliases
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