Cisco Unified MeetingPlace, Release 7.0 -- How to Resolve Problems With Attachments and Recordings

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Main page: Cisco Unified MeetingPlace, Release 7.0

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No Recording Space Available

Problem: User hears a prompt stating that no recording space is available.

Possible Cause: The "No recording space available" prompt plays when there are issues starting up a recording leg. One example of when this occurs is when someone attempts to start a recording when recording resources are all used up (currently limited to 100).

Solution: Wait before trying to start recording again.

Possible Cause: The Recording/Streaming Service (RSS) is not running.

Solution: Verify the issue by using the CLI below to show the service is stopped:


[root@geldridg-kapp ~]# mpx_sys status

...

rss is stopped...

...

To try and get the service running again....

[root@geldridg-kapp ~]# service mpx_rssctrl start

Starting MeetingPlace Recording/Streaming Service: [ OK ]

[root@geldridg-kapp ~]#


Possible Cause: There are no more ports available to turn on recording.

Solution: Check the license setting and available ports. You can check ports in use by using the `CSTest -s' CLI command on the Application Server.



Related Topics



Recording Files Not Appearing on the Web

Problem: When the user goes to the Past Meetings page on the end-user web interface, the icon for a recording does not appear.

Possible Cause: In comparison with other Cisco Unified MeetingPlace services, the Audio Service conversion process takes a lower priority. Therefore, during the peak hours of Cisco Unified MeetingPlace usage, audio files are converted and posted at a much slower rate. On an idle system, a recording can be accessible in minutes, while during peak hour activity it can take hours.

Solution: Give the system some time to do the conversions. If you are still experiencing problems, complete the following checks:

  • Go to the Windows Services option (Start > Control Panel > Administrative Tools > Services) and verify that the Cisco Unified MeetingPlace Replication Service and the Cisco Unified MeetingPlace Audio Service are running.
  • From the Meeting Information page on the Cisco Unified MeetingPlace web page: Click More Options and verify the Automatically Start Recording parameter. If this parameter is set to Yes, recording will auto-start as soon as the meeting starts. If it is set to No, participants must manually start the recording by either pressing #61 on their phones or by choosing Meeting > Start Recording from the meeting console.

Possible Cause: The conversion control is not set properly.

Solution: Make sure that the recording files are configured to convert properly by checking the Admin > Audio Conversion page on the Web Server.

Possible Cause: The recording file has not completed its conversion process.

Solution: Make sure that verbose logging on the Web Server is on then verify the progression of the recording file conversion as indicated by the following example.

Note: You can only confirm the existence of a recording file on the Application Server within 24 hours (plus time for the 2AM purge task to run) of the recording. After 24 hours, the file is removed from the Application Server.

Example:


1. Start with the Application Server.


[mpxadmin@geldridg-kdev ~]$ mtginfo -m <Meeting ID> | more


2. Look for ReadConf of 0x36 (54.)


3. Now go to the conference folder 54 as seen below.


[mpxadmin@geldridg-kapp conf]$ pwd

/opt/cisco/meetingplace/afs/conf/000054

[mpxadmin@geldridg-kapp conf]$ ls -l -t

total 96

drwxrwxr-x 2 mpxadmin mpx 4096 May 9 08:07 000054


Tip: 54 will be used for the directory name on the Windows server for the storage of the recording.


4. If a recording occurred, you will see a recorded file named av_rec.mp4.


5. Use the record_file_info command to view the file and check that it is valid and not corrupt.


The file indicates that it is an audio and video recording with specifics about the recording:


[mpxadmin@geldridg-kapp 000054]$ ls

att_20.dat av_rec.mp4 conf_8888 (8888 is the conf ID from the web schedule page)

[mpxadmin@geldridg-kapp 000054]$ record_file_info av_rec.mp4

av_rec.mp4:

Track Type Info

1 audio G.711 uLaw, 22.616 secs, 64 kbps, 8000 Hz

2 video H264 Baseline@3, 22.616 secs, 6 kbps, 352x288 @ 14.105058 fps

start 1:

Start time 09 May 2008 08:06:06.678 (1210345566)

Duration: 22.61 (180880, 8000) seconds

Audio Start Sample: 1

Video Start Sample: 1

[mpxadmin@geldridg-kapp 000054]$


6. This displays the export of the .mp4 file to the web replication service.


[root@geldridg-kapp ~]# eventlog -G | grep "Export: conf" | grep 0054 | more

05/09 08:06:58.23 Export: conf/000054/av_rec.mp4

[root@geldridg-kapp ~]#


7. Check the Web Server for the meeting recording.

  • The stored converted files for conference folder 54 (which match folder ID 54 on the Application Server) are located at: C:\Program Files\Cisco Systems\MPWeb\Meeitngs\54
  • The files in this directory will have a name such as `MtgRec_<xyz>.abc'


8. If verbose logging is on, check the log file for any reason why conversion may not have occurred.

  • You can find the log file at: C:\Program Files\Cisco Systems\LogFiles\temp\MPWEB_LBJ_<date>
  • You can search the log file for the recorded file using the same name as in Step 7: `MtgRec_<xyz>.abc'




Scheduling a Test Meeting to Check the Audio Conversion Process

Procedure
  1. Open the Cisco Unified MeetingPlace Web Conferencing Eventlog.
    1. From the Web Server, right-click the Cisco Unified MeetingPlace icon in the system tray.
    2. Select eventlog.
  2. Schedule a test meeting.
  3. Join the meeting and start recording.
  4. Terminate the meeting after a few minutes.
  5. In the Eventlog window, or in the Gateway SIM log file, look for the recording conversion progress.
    Tip: See the example in Recording Files Not Appearing on the Web for an explanation of what the recording file name looks like in the log files.


Related Topics



Tinny Buzz on WMA Recordings

Problem: User hears a tinny buzz on WMA recordings.

Solution: Complete the following to select a higher bitrate WMA encoder profile. You will end up with higher quality audio playback but at the cost of larger WMA files.


  1. Launch a web browser and sign in to Cisco Unified MeetingPlace with a system manager profile.
  2. Click Admin.
  3. Click Audio Conversion.
  4. Make sure that Convert to Windows Media Format is set to Yes.
  5. Enter a higher bitrate encoder profile for Windows Media Server Conversion Profile:
  6. Click Submit.

Web Recording is Silent

Problem: The web recording is silent or the audio and web conferencing portions of the recording are not timed properly.

Possible Cause: You are using a remote SQL server and the time on the SQL server is not synchronized with the Cisco Unified MeetingPlace Application Server and Web Server.

Solution: Synchronize the clock on the remote SQL server with the clocks on the Cisco Unified MeetingPlace Application Server and Web Server.

Possible Cause: The Web Server and Application Server are not synchronized.

Solution: Make sure that both servers are synchronized for clocking/NTP.

Possible Cause: The audio component of the recording was not converted properly.

Solution: To check this, do the following:


  1. Check the stored converted files in C:\Program Files\Cisco Systems\MPWeb\Meetings\xx where <xx> matches the folder ID on the Application Server.
  2. Locate the file with a SCO-ID in the file name, such as webRecording_20516.
  3. Use the SCO-ID to locate the FLV files and associated MP3 file that plays with the web recording playback. Example, C:\Program Files\Cisco Systems\MPWeb\WebConf\content\7\20516-1\output.



Related Topics




Audio and Video Playback Not Synchronized

Problem: The audio and video components of a recording playback are not timed properly.

Possible Cause: You are not using a supported tool for playback.

Solution: Make sure that you are using the supported tool for recording playbacks. This release of Cisco Unified MeetingPlace supports the QuickTime player.

Possible Cause: The Web Server and Application Server are not synchronized.

Solution: Make sure that both servers are synchronized for clocking/NTP.



Related Topics




Cannot Access Attachments From the External Web Server

Problem: You cannot access attachments from the external Web Server.

Solution: Make sure of the following:

  • The Cisco Unified MeetingPlace Replication Service on the external Web Server is enabled and running.



Cannot Attach Files Larger than 10KB to the Web Meeting Room

Problem: You are in a web meeting room trying to attach a file that is larger than 10KB and you receive an error message that the upload is stuck at 0%.

Solution: Be sure that the hostnames for the Home Page and Web Conferencing can be resolved on the Web Server machine.


If the hostnames cannot be resolved by the DNS Server (or a DNS server is not used), these entries should be added to the local hosts file by following these steps:

  1. Open the `hosts' file (usually found in C:\WINNT\system32\drivers\etc) with Notepad.
  2. Add the entries for `Hostname [Home Page]' and `Hostname [Web Conferencing]' with the corresponding IP addresses, exactly as they are displayed on the Web Server page in the Cisco Unified MeetingPlace Web Administration page.
  3. Save the `hosts' file.
    Note: You do not need to restart Cisco Unified MeetingPlace web services after making this change.



Related Topics




Error: Access is Denied

Problem: You click the icon to preview a recording or attachment on the Attachments/Recordings page and you get an "Access is denied" error message.

Possible Cause: Shared storage is configured with the improper log in credentials.

Solution: Check the following:

  1. Make sure that the services are running in "Administrator" account (or an account with Administrator credentials that also has credentials for shared storage).
  2. Verify that the shared storage has the UNC path.
  3. Are you able to access the UNC path from with the Web Server machine? If you have Cisco Security Agent enabled, make sure that it is not preventing the access.


Problem: A meeting was recorded on an external Cisco Unified MeetingPlace Web Server. When you try to access the recording from an internal Cisco Unified MeetingPlace Web Server, you see an "Access is denied" error message.

Possible Cause: There is a configuration error such that the Hostname [Home Page] and Hostname [Web Conferencing] settings for the external Web Server are different from those configured on the internal Web Server. Specifically, the hostname fields have IP addresses configured on the external/internal web pages for the external server, and Hostnames on the other. Having different hostnames in the different configuration locations, even if they resolve to the same IP address, may also cause this problem to appear.

Solution: Reconfigure the internal and external Web Servers to both have either IP addresses or hostnames for the Hostname [Home Page] and Hostname [Web Conferencing] settings. As a workaround, the user can dismiss the "Access is denied" error message to access the recording.


Related Topics



Problems Accessing Meeting Recordings When Using Shared Storage

If you are using a non-default location for the meetings folder, for example, if you are using shared storage (such as in a load-balancing system), and if the audio conversion is configured to convert to Windows Media Format and Windows Media Server is used (for streaming), then users cannot access meeting recordings from the Meeting Details -> Attachments page. The system gives an error stating that a link to the audio recording does not exist.

To fix this, you must disable the Windows Media Server NTFS ACL authorization so that you can host remote content on a Windows Media Server publishing point.

You can disable ACL authorization either at the server level or at the plug-in level.

Disabling ACL Authorization at the Server Level

  1. Go to Start > Programs > Administrative Tools -> Windows Media Server.
  2. Click the local host on the left panel.
  3. Choose the Properties tab on the right panel.
  4. Choose the Authorization category.
  5. Disable the WMS NTFS ACL Authorization from Plug-In.
  6. Grant read permission on the remote server. If the server and remote share folder are in the same domain, grant the read permissions for the domain user who logs on to the Windows Media Server. If they are in the same workgroup, create the same users on both hosts.


Disabling ACL Authorization at the Plug-In Level

  1. Go to Start > Programs > Administrative Tools -> Windows Media Server.
  2. Double click the host on the left panel.
  3. Double click the publishing points on the left panel.
  4. Click the <Default> one (on-demand).
  5. Select the Properties tab.
  6. Click the Authorization from category on the right panel.
  7. Disable the WMS NTFS ACL Authorization from Plug-in.

Grant read permission on the remote server. If the server and remote share folder are in the same domain, grant the read permissions for the domain user who logs on to the Windows Media Server. If they are in the same workgroup, create the same users on both hosts.



Cannot Play Windows Media Recordings or Attachments

Problem: You cannot play Windows Media recordings or attachments.

Possible Cause: The Windows Media Server is not installed on the same Windows machine as Cisco Unified MeetingPlace Web Conferencing and the mount point location is incorrect. This affects how your meeting recordings stream.

Solution: See your Windows Help for information about correcting the mount point location.

Possible Cause: Secure Sockets Layer (SSL) is turned on.

Solution: Make sure that Windows Media file is turned on in Windows Media Player. See Troubleshooting Problems with Recordings in Windows Media Format.

Note: If you are in an SSL environment when trying to play the WMA recording and see a popup message stating that a security problem was occurred, check with your IT department to make sure that the proper security certificate authentication exists on your client machine.



Troubleshooting Problems with Recordings in Windows Media Format

Procedure
  1. Open Windows Media Player.
  2. Select Tools > Options > File Types.
  3. Click Windows Media file (asf) so there is a checkmark next to it.
  4. Click OK and try playing your recording or attachment again.


Related Topics

If you continue to have problems, try verifying the checks in How to Resolve Problems With Attachments and Recordings.



Recordings Stuck in "Processing Now" State

Problem: Attachment/Recording page of past meeting is stuck in "Processing Now" state. The past meeting may still show up in today's find meeting page.

Possible Cause: You are completing a new installation or upgrade that requires connecting to a new AD server and synchronizing many user profiles that may delay conversions.

Solution: None. The process of synchronizing many user profiles for the first time causes a delay in web activities.

Possible Cause: In comparison with other Cisco Unified MeetingPlace services, the Audio Service conversion process takes a lower priority. Therefore, during the peak hours of Cisco Unified MeetingPlace usage, audio files are converted and posted at a much slower rate. On an idle system, a recording can be accessible in minutes, while during peak hour activity it can take hours.

Solution: Give the system some time to do the conversions.

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