Cisco Unified MeetingPlace Release 8.0 -- Troubleshooting Video Issues for Cisco Unified MeetingPlace

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Main page: Cisco Unified MeetingPlace, Release 8.0

Up one level: Troubleshooting




Contents

What to Try First When Troubleshooting Video


Checking the System Status, Alarms, and Logs

Procedure
  1. Sign in to the Administration Center.
  2. Check the system status:
    1. Select Services > System Status.
    2. Select View Status.
    3. Verify that this text appears in the output:
      System mode: Up
      Media control: Up
    4. Verify that none of the modules show DOWN status.
    5. If the system status details indicate an unexpected DOWN state, check the Alarm Table or the Exception Log to see why the module or system is down, and resolve the issue.
  3. Check the Alarm Table:
    1. Select Services > Alarms.
    2. If the alarm table displays a relevant alarm entry, check the Exception Log for actual relevance to and details for the failed call.
      Checking the Exception Log is recommended because the Alarm Table combines multiple alarm occurrences into a single table entry.
  4. Check the system logs:
    1. Select Services > Logs > View System Logs.
    2. Set the parameters according to your needs.
      For example, you might want to first limit the displayed output to major log entries for the day when the issues occurred.
    3. Select View Logs.
    4. Repeat Step 4 as needed.
      For example, if the output does not include any relevant issues, expand the output to include lower severity levels.
      If you see relevant log entries for specific Module Numbers, you can narrow the log output to issues for a specific module.


Related Topics

Checking that Video Blades are Associated with Audio Blades in the Hardware Media Server

See Viewing Media Processors for the Hardware Media Server in the Configuring the Hardware Media Server Using the MSA Interface module.


Checking Video Licenses

Procedure
  1. Sign in to the Administration Center.
  2. Select Maintenance > Licenses > Licenses Summary.
  3. Verify that the correct video licenses are installed and enabled on your system.
    If necessary, re-install licenses.


Related Topics

How to Resolve Problems with Video Connections


Video Does Not Work

Problem: Video does not work, but audio does.

Solution: Try pressing the hold button and then the resume button on the phone. This can sometimes clear up transient problems related to video.

Possible Cause: The meeting scheduler cannot host video meetings, so video is not enabled for the meeting.

Solution: Check the Video usage setting in the user profile of the meeting scheduler.

Possible Cause: In Cisco Unified Communications Manager, the DTMF Signaling Method for the SIP trunk to Cisco Unified MeetingPlace is configured to use RFC 2833.

Solution: Set the DTMF Signaling Method field to No Preference.


Problem: During a video conference, the call drops after 20 seconds, and there is no video or audio during that time. The SIP B2BUA log from Infocap shows that Cisco Unified Communications Manager sent TIAS with a negative value: [.INFO] [..MESSAGE] b=TIAS:-1000, and this is because the Video Call Bandwidth field was set to NONE in Region setting.

Solution: Set the correct value for the Video Call Bandwidth field in the Region setting in Cisco Unified Communications Manager.


Related Topics

Poor Video Quality

Problem: The video has a pixelated image or poor quality.

Possible Cause: Network issues are causing packet loss between the endpoint and Cisco Unified MeetingPlace.

Solution: Check the network for and correct any packet loss or excessive bandwidth utilization along the path between the video endpoint and Cisco Unified MeetingPlace.

Possible Cause: The input stream is from the Cisco Unified IP Phone 7985. This potentially affects video calls with Cisco Unified MeetingPlace when the Cisco Unified MeetingPlace is in hardware media mode and the video format is set to "standard rate" (384kb).


Workaround: In the Administration Center, set the Video Preferences to High rate on the Add User Profile Page. Verify that the Type of media server is set to Hardware Media Server.

Solution: For full compatibility with Cisco Unified MeetingPlace, upgrade the Cisco Unified IP Phone 7985 to application load 4.1(7) or later.


Related Topics

How to Resolve Problems with Video Endpoints

Note: Make sure that the video endpoints are supported by your release of Cisco Unified MeetingPlace. See the Compatibility Matrix for Cisco Unified MeetingPlace at http://docwiki.cisco.com/wiki/Cisco_Unified_MeetingPlace_Release_8.0_--_Compatibility_Matrix_for_Cisco_Unified_MeetingPlace_Release_8.0.


Video Endpoint Gets One-Way Video or No Video

Problem: A video endpoint gets no video or gets only one-way video.

Possible Cause: The video endpoint does not support escalation to video through H.323 Empty Terminal Capabilities Set (ECS) or SIP re-INVITE after the voice call is established. This can result in either partial or complete lack of video reception after connecting to a meeting.

Solution: Check with the endpoint vendor for a firmware update.

Solution: Use the video terminal in Direct-to-Meeting Mode for Invited Terminals.

Solution: In some situations, video might not be offered to the user because of incompatible video profile levels.

Possible Cause: If the endpoint cannot negotiate up to the same AVC level as the conference, Cisco Unified MeetingPlace does not deliver video to this endpoint.


Related Topics


Call is Dropped When Entering a Meeting, Entering a Breakout Session, or Entering #31 to Dial Out

Problem: A call is dropped when:

  • Video endpoint is about to enter a meeting.
  • Video endpoint is about to enter a breakout session.
  • Video endpoint user enters #31 in the TUI to initiate a dial-out call.

Possible Cause: The video endpoint does not support media transfer through H.323 Empty Capabilities Set (ECS) or SIP re-INVITE.

Solution: Check with the endpoint vendor for a firmware update.

Solution: Use the video terminal in Direct-to-Meeting Mode for Invited Terminals. See How to Configure Video Terminal Profiles in the Configuring Endpoints for Cisco Unified MeetingPlace module. Also:

  • Do not attempt to move the video terminal into a breakout session.
  • Do not initiate dial-out calls from the video endpoint by entering #31.


Jumpy Video

Problem: The video display appears to be unstable.

Possible Cause: When the Cisco Unified MeetingPlace is in hardware media mode and the video format is set to standard rate, and video terminals are using the H.264 codec, Cisco Unified MeetingPlace negotiates the video connection at 15 frames per second, which is consistent with the H.264 Level 1.2 specification. However, many video terminals ignore the frame rate limitation for H.264 Level 1.2 and send frames at a higher rate. This overloads the Cisco Unified MeetingPlace video blade and results in corrupted video output. Note that the effect might be observed on terminals other than the one causing the problem.

Solution: Identify suspect terminals and check with the endpoint vendor for a firmware update.

Solution: In the Administration Center, set the Video Preferences to High rate on the Add User Profile Page, or configure the video terminals to use H.263 instead of H.264.

Additional References for Troubleshooting Video Issues

Topic Documentation

Video endpoint support

System Requirements for Cisco Unified MeetingPlace and the Compatibility Matrix for Cisco Unified MeetingPlace


http://docwiki.cisco.com/wiki/Cisco_Unified_MeetingPlace%2C_Release_8.0

Troubleshooting call connections

Troubleshooting Phone Issues for Cisco Unified MeetingPlace module

Troubleshooting user issues

User Guide for Cisco Unified MeetingPlace at http://www.cisco.com/en/US/products/sw/ps5664/ps5669/products_user_guide_list.html

Hardware Media Server installation and configuration

Quick Start for Installing and Configuring Cisco Unified MeetingPlace Release 8.0 module

Basic video conferencing configuration

Quick Start Configuration for Cisco Unified MeetingPlace Basic Voice and Video Conferencing module

Call control configuration

Configuring Call Control for Cisco Unified MeetingPlace module

QoS, network management, and overall network design for Cisco Unified Communications

Cisco Unified Communications Solution Reference Network Design (SRND) at http://www.cisco.com/en/US/products/sw/voicesw/ps556/products_implementation_design_guides_list.html

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