Cisco Unified MeetingPlace, Release 7.0 -- How to Resolve Problems When Joining a Meeting

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Main page: Cisco Unified MeetingPlace, Release 7.0

Up one level: Troubleshooting


No One Can Join

Problem: No one can join the web conference.

Possible Cause: The problem is probably related to the Web Server. For example, a Windows service is down.

Solution: To troubleshoot this problem:

  1. Make sure the Cisco Unified MeetingPlace Web Conferencing Service is running on the Web Server. For more information about this service, see About the Cisco Unified MeetingPlace Web Conferencing Service.
  2. If there is a problem with a Windows service, go to the \Cisco Systems\MPWeb\datasvc directory and run dcdiags.bat as soon as possible to generate a server log.
  3. Check the Eventlog for any messages related to the Web Server. Report any major errors to your Cisco support representative.
  4. Check the Windows Event Viewer and Application log, for any errors related to the Windows server.

See the following sections for additional details:

Some Users Cannot Join the Meeting

Problem: Some users are able to join the web conference but others are not.

Solution: Make sure that those who are unable to join have the following:

  • Network connectivity (that is, are they connected through a switch or a hub?)
  • Internet access

If users have network connectivity and Internet access, complete the following checks:

  • Make sure that users can view the Connect button from the Cisco Unified MeetingPlace Web Conferencing Meeting Information page.
  • Determine if users are attending the web conference over a network or dial-up connection. If users are attending on a dial-up connection, it is possible that the Web Server is disconnecting them because their connection is too slow.
  • If external users are accessing web conferencing through a proxy server, it is possible that you configured the proxy server in a way that does not allow access to the web conference. For proxy server requirements, see Configuring a Web Server Behind a Proxy.
  • It is possible that you need to configure the Web Server to use Secure Sockets Layer (SSL) so that external users can join a web conference using an HTTPS connection. Even if external users are behind a proxy server, they should be able to join a web conference. For SSL configuration details, see How to Configure Secure Sockets Layer.

Cannot Join Due to MPAgent Problem

Error Message: MPAgent is not available, please try again later.

Explanation: The Cisco Unified MeetingPlace Agent Service is either down or not responding.

Recommended Action: Stop and restart the Cisco Unified MeetingPlace Web Conferencing Service.

Note: When you restart the Web Server, all manual changes made to the registry are lost.

Note: Running some services, such as MPAgent, can use as much as 90 percent of your CPU. Fortunately, these services run at a low priority so the CPU spikes do not impact important system functions.

Related Topics

Cannot Join Due to Session Problems

Error Message: Session is stale.

Explanation: You signed in to Cisco Unified MeetingPlace from a different location than the one you originally used and the system disconnected your first browser connection. If you then go back to the first browser, you will receive a "stale session" notification.

Explanation: You signed in to Web Conferencing, but did not participate in the session for over an hour. The system disconnected you to free some room for new users and informs you that your session is stale.

Recommended Action: Web Conferencing keeps session information about each user who connects to the home page to find, schedule, or update a meeting or configure account settings. The session information is kept for a minimum of one hour from the your last session up to a maximum of 24 hours. Close the connection with the stale session and try to connect again.

Error Message: Your session has expired. You will need to log in again.

Explanation: It is possible that you have Content Advisor enabled on your browser. Cisco Unified MeetingPlace Web Conferencing does not support Content Advisor. If Content Advisor is enabled, the following scenario will occur:

  1. User tries to access Web Conferencing and a Content Advisor window displays.
  2. User clicks Always Allow This Web Site to Be Viewed.
  3. User then signs in and clicks Remember Me.
  4. When the user clicks an option tab, such as Schedule Meeting, Attend Meeting and so on, the user receives an error message.

Recommended Action: Complete the following.

  1. Verify that Content Advisor is disabled:
    1. Open your browser.
    2. Go to Tools > Internet Options > Content > Content Advisor.
    3. Disable Content Advisor.
  2. Try to access the Cisco Unified MeetingPlace home page again.

Problems Dialing Out from the Meeting Console

Problem: A user is unable to dial out to a number by clicking Connect in the meeting console, but the number can be reached by using #31 to dial out.

Solution: You may need to adjust the translation table on the Cisco Unified MeetingPlace Application Server to account for the R symbol (wait for answer supervision from the far end) that is appended to web outdials. Outdials via #31 do not append the R symbol. Adding R? to the pattern in the translation table matches 0 or 1 occurrences of the R symbol, so that both web and #31 outdials can be matched correctly.

In the following example, the Application Server translation table is configured to prepend a 5 to the dial string 4541:

# From To Group DestType Comment

# -----------------------------------------------------


4541 5\0 1 GENERIC add 5 to 45451

.* \0 ANYGROUP GENERIC No translation

In this case, the cptrace command on the Application Server for a web outdial to extension 4541 results in the following example trace:

01/25 11:12:44.75 P NDV State : 13

01/25 11:12:44.75 P NDV Outdial : UserID 100 RetCode 3107

Dest 4541R Trans Dest

01/25 11:12:44.72 P NDV Substate : 4

An outdial via #31 to the same number results in the following output:

01/25 11:07:13.95 P 6 State : 12

01/25 11:07:13.95 P 6 Outdial : UserID 3 RetCode 0

Dest 4541 Trans Dest 54541

01/25 11:07:13.95 P 6 Substate : 7

In this case, the translation table should be adjusted to account for the possible addition of the R symbol by adding R? as follows:

# From To Group DestType Comment

# -----------------------------------------------------


4541R? 5\0 1 GENERIC add 5 to 45451

.* \0 ANYGROUP GENERIC No translation

If you need assistance updating the translation tables, contact Cisco TAC.

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