Cisco Unified MeetingPlace, Release 7.0 -- How to Resolve End-User Problems

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Main page: Cisco Unified MeetingPlace, Release 7.0

Up one level: Troubleshooting



Note: Also see the How to Resolve Recording Problems for Cisco WebEx Web Meetings.


Contents

User Not Redirected to Cisco WebEx Site After Login

Note: This topic applies only to About Integration Option 2: Schedule and Attend Cisco WebEx Meetings from Cisco WebEx.

Problem: After the user logs in through the Cisco Unified MeetingPlace Application Server, the web browser does not automatically go to the Cisco WebEx site.

Solution: Make sure that the user profile meets the following requirements:

  • The user profile must contain a first name and a last name.
  • The user profile must contain an e-mail address that is:
    • 64 characters or less
    • Unique among user e-mail addresses on the Cisco WebEx site.
  • The main phone number and alternate phone number fields must be 30 characters or less.


Related Topics



Users Receive Extra E-Mail Notifications from Cisco WebEx

Note: This topic applies only to About Integration Option 1: Schedule and Attend Cisco WebEx Meetings from Cisco Unified MeetingPlace.

Problem: Users receive e-mail notifications from both Cisco Unified MeetingPlace and Cisco WebEx.

Solution: In the Cisco WebEx Site Administration Site Settings, make sure that you set Meeting email reminders to Off.


Related Topics




Users See "Error Scheduling Meeting" While Joining Meetings

Problem: Users see the following error message while trying to join a meeting: "Error scheduling meeting."

Solution: Make sure that you uncheck the following check boxes in the Cisco WebEx Site Settings:

  • All meetings must have a password
  • Require strict passwords for meetings


Related Topics



Users Cannot Dial Out From Cisco WebEx Web Meeting

Problem: Users cannot dial out from the Cisco WebEx web meeting. When they try to do so, the following message appears: "There was an error attempting to communicate with the telephony bridge." Instructions for dialing in to the voice meeting also appear.

Possible Cause: The telephony connection was lost because the time difference between the Cisco Unified MeetingPlace Application Server and the Cisco WebEx authentication server was greater than three minutes; this causes authentication to fail between Cisco Unified MeetingPlace and Cisco WebEx.

Solution: Make sure that you configure the Cisco Unified MeetingPlace Application Server to use Network Time Protocol (NTP). You typically configure NTP during the installation of Cisco Unified MeetingPlace. After installation, you can use the net command to configure NTP.

Solution: As a temporary workaround, you can use the date command to manually set the time of the Cisco Unified MeetingPlace Application Server to match the Cisco WebEx authentication server time.

Solution: As a temporary workaround, users can follow the displayed instructions to dial in to the meeting, but note that the web meeting room does not associate the audio events of dial-in users with the web meeting participant names.

Possible Cause: Your Cisco WebEx account is not configured to support dial-out calls.

Solution: Contact your Cisco WebEx administrator to make sure that the following are checked in your Cisco WebEx account:

  • Call-in teleconferencing
  • Call-back teleconferencing
  • Global call-back teleconferencing
  • Other teleconference service



Cisco WebEx Web Meeting Phone Control Features Do Not Work

Problem: The following options in the Cisco WebEx web meeting do not work:

  • Mute and unmute
  • Lock and unlock the audio conference
  • Invite by phone


Possible Cause: The telephony connection between Cisco Unified MeetingPlace and Cisco WebEx was lost. To verify, check the telephony connection status.

Solution: Try the solutions provided for when the telephony connection is down.



Related Topics




Cisco WebEx Web Meeting Does Not Correctly Display Speaker or User Status

Problem: The Cisco WebEx web meeting does not correctly display who is speaking or when users join the audio conference.

Possible Cause: The telephony connection between Cisco Unified MeetingPlace and Cisco WebEx was lost. To verify, check the telephony connection status.

Solution: Try the solutions provided for when the telephony connection is down.



Related Topics


User Cannot Log In or Join Cisco WebEx Meetings

Problem: A user cannot log in to the Cisco WebEx site or join Cisco WebEx web meetings.

Possible Cause: The user profile uses the same e-mail address as that of a deactivated Cisco WebEx user. This can occur if an employee leaves and then rejoins the organization, or if an old unused e-mail address is reused by a new employee.

E-mail addresses must be unique on the Cisco WebEx site, even among deactivated users. When the user attempts to log in or join a Cisco WebEx meeting, the e-mail address is considered to be in use.

Solution: Manually activate and update the Cisco WebEx user profile, making sure that the username and e-mail address match the user ID and e-mail address, respectively, in the corresponding Cisco Unified MeetingPlace user profile. Then have the user schedule and join a Cisco WebEx meeting, which will cause all the other user profile settings to synchronize automatically.



Problem: A user cannot log in to the Cisco WebEx site and sees an error that says "SSO protocol error (1)".

Possible Cause: The URL for the default Cisco WebEx target page is not configured properly.

Solution: Follow these steps:

  1. Log in to the Cisco WebEx site administration area.
  2. Select SSO Configuration from the menu on the right.
  3. Enter a value for the "Default WebEx Target page URL" such as http://<your site>.webex.com.
  4. Click Update.


Reconnecting to a Cisco WebEx Meeting

Problem: My Cisco WebEx meeting disconnected. How do I reconnect to the same meeting?

Solution: Cisco WebEx is configured to automatically reconnect whenever you are disconnected from your meeting. If the reconnect fails, do the following:

  1. Close the Cisco WebEx browser window.
  2. Go to the Cisco Unified MeetingPlace Current Meeting page (which should already be open) and make sure that Join the web conference is checked.
  3. Click Connect to rejoin the same meeting.


User is Directed to Cisco WebEx Browse Page

Problem: User is directed to the Cisco WebEx Browse page rather than the Cisco WebEx meeting room when she logs out of Cisco Unified MeetingPlace.

Possible Cause: A Cisco WebEx session cookie is persisting. This may happen in the following circumstance:

  • User A signs in to Cisco Unified MeetingPlace, schedules and starts a Cisco WebEx meeting, ends the meeting, and signs out.
  • User B then logs in to Cisco Unified MeetingPlace using the same browser session but a different user ID, and schedules and starts a Cisco WebEx meeting.

In this case, the new user lands on the Cisco WebEx Browse page instead of the Cisco WebEx meeting room.

Solution: To see the Cisco WebEx meeting room, the new user must close the browser and open a new browser session.

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