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Avaya Web Conferencing Troubleshooting Guide

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Avaya Web Conferencing Troubleshooting Guide Avaya Web Conferencing Troubleshooting Guide Version 4.1.20 October 2008 Document number 04-603083 © 2008 Avaya Inc. All Rights Reserved. programs in object code, originally licensed by Avaya and ultimately utilized by End User, whether as stand-alone Notice Products or pre-installed on Hardware. "Hardware" means the While reasonable efforts were made to ensure that the standard hardware Products, originally sold by Avaya and information in this document was complete and accurate at ultimately utilized by End User. the time of printing, Avaya Inc. can assume no liability for License type(s) any errors. Changes and corrections to the information in this document might be incorporated in future releases. Copyright Except where expressly stated otherwise, the Product is Documentation disclaimer protected by copyright and other laws respecting proprietary Avaya Inc. is not responsible for any modifications, additions, rights. Unauthorized reproduction, transfer, and or use can be or deletions to the original published version of this a criminal, as well as a civil, offense under the applicable law. documentation unless such modifications, additions, or Third-party components deletions were performed by Avaya. Customer and/or End Certain software programs or portions thereof included in the User agree to indemnify and hold harmless Avaya, Avaya's Product may contain software distributed under third party agents, servants and employees against all claims, lawsuits, agreements ("Third Party Components"), which may contain demands and judgments arising out of, or in connection with, terms that expand or limit rights to use certain portions of the subsequent modifications, additions or deletions to this Product ("Third Party Terms"). Information identifying Third documentation to the extent made by the Customer or End Party Components and the Third Party Terms that apply to User. them is available on the Avaya Support Web site: http://support.avaya.com/ThirdPartyLicense/ Link disclaimer Preventing toll fraud Avaya Inc. is not responsible for the contents or reliability of any linked Web sites referenced elsewhere within this "Toll fraud" is the unauthorized use of your documentation, and Avaya does not necessarily endorse the telecommunications system by an unauthorized party (for products, services, or information described or offered within example, a person who is not a corporate employee, agent, them. We cannot guarantee that these links will work all the subcontractor, or is not working on your company's behalf). time and we have no control over the availability of the linked Be aware that there can be a risk of toll fraud associated with pages. your system and that, if toll fraud occurs, it can result in substantial additional charges for your telecommunications Warranty services. Avaya Inc. provides a limited warranty on this product. Refer Avaya fraud intervention to your sales agreement to establish the terms of the limited warranty. In addition, Avaya’s standard warranty language, as If you suspect that you are being victimized by toll fraud and well as information regarding support for this product, while you need technical assistance or support, call Technical under warranty, is available through the Avaya Support Web Service Center Toll Fraud Intervention Hotline at +1-800- site: 643-2353 for the United States and Canada. For additional http://www.avaya.com/support support telephone numbers, see the Avaya Support Web site: http://www.avaya.com/support License Trademarks USE OR INSTALLATION OF THE PRODUCT INDICATES THE END USER'S ACCEPTANCE OF THE Avaya and the Avaya logo are either registered trademarks or TERMS SET FORTH HEREIN AND THE GENERAL trademarks of Avaya Inc. in the United States of America LICENSE TERMS AVAILABLE ON THE AVAYA WEB and/or other jurisdictions. SITE http://support.avaya.com/LicenseInfo/ ("GENERAL All other trademarks are the property of their respective LICENSE TERMS"). IF YOU DO NOT WISH TO BE owners. BOUND BY THESE TERMS, YOU MUST RETURN THE Downloading documents PRODUCT(S) TO THE POINT OF PURCHASE WITHIN TEN (10) DAYS OF DELIVERY FOR A REFUND OR For the most current versions of documentation, see the CREDIT. Avaya Support Web site: Avaya grants End User a license within the scope of the http://www.avaya.com/support license types described below. The applicable number of licenses and units of capacity for which the license is granted Avaya support will be one (1), unless a different number of licenses or units Avaya provides a telephone number for you to use to report of capacity is specified in the Documentation or other problems or to ask questions about your product. The support materials available to End User. "Designated Processor" telephone number is 18002422121 in the United States. For means a single stand-alone computing device. "Server" means additional support telephone numbers, see the Avaya Support a Designated Processor that hosts a software application to be Web site: accessed by multiple users. "Software" means the computer http://www.avaya.com/support June 2008 Avaya Web Conferencing Troubleshooting Guide i Table of contents Table of contents........................................................................................................................ i 1 Introduction ...................................................................................................................... 1 1.1 Distribution of this document...................................................................................... 1 1.2 How to use this document........................................................................................... 1 1.3 Importance of diagnostics ........................................................................................... 2 1.4 Related documentation................................................................................................ 2 2 Avaya Web Conferencing Overview................................................................................ 3 2.1 Server configurations .................................................................................................. 3 2.1.1 Intra-server communication................................................................................. 5 2.1.2 Required services on each server......................................................................... 5 2.2 How does a client connect to Avaya Web Conferencing? .......................................... 6 2.2.1 How browser (Java) clients connect .................................................................... 6 2.2.2 The HTTP connection between client and server ................................................ 6 2.2.3 What happens if the connection between the client and server is blocked?......... 7 3 Hardware requirements .................................................................................................... 8 3.1 Client requirements..................................................................................................... 8 3.1.1 Machine specification.......................................................................................... 8 3.1.2 Access to local disk ............................................................................................. 8 3.1.3 JavaScript and Java.............................................................................................. 8 3.1.4 Windows Media Player and plug-ins................................................................... 8 3.1.5 ActiveX................................................................................................................ 8 3.1.6 Third Party Ad-Blockers and Security Products.................................................. 9 3.2 Server requirements .................................................................................................... 9 3.2.1 Machine specification.......................................................................................... 9 3.2.2 IIS configuration.................................................................................................. 9 3.2.3 Memory dump output files ................................................................................ 10 3.3 Network requirements............................................................................................... 10 3.3.1 Bandwidth.......................................................................................................... 10 3.3.2 Latency .............................................................................................................. 11 3.3.3 Avoiding client problems................................................................................... 11 4 Troubleshooting hardware failure .................................................................................. 12 4.1 Client machine recovery ........................................................................................... 12 4.2 Server failure............................................................................................................. 12 4.2.1 Master Server failure ......................................................................................... 13 4.2.2 Conference Server failure .................................................................................. 13 4.2.3 Recording Server failure.................................................................................... 13 4.2.4 Streaming Server failure ...................................................................................
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