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Cisco Telepresence System Troubleshooting Guide for All CTS Software Releases November, 2011

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Cisco Telepresence System Troubleshooting Guide for All CTS Software Releases November, 2011 Cisco TelePresence System Troubleshooting Guide For all CTS Software Releases November, 2011 Americas Headquarters Cisco Systems, Inc. 170 West Tasman Drive San Jose, CA 95134-1706 USA http://www.cisco.com Tel: 408 526-4000 800 553-NETS (6387) Fax: 408 527-0883 Text Part Number: OL-21351-01 THE SPECIFICATIONS AND INFORMATION REGARDING THE PRODUCTS IN THIS MANUAL ARE SUBJECT TO CHANGE WITHOUT NOTICE. ALL STATEMENTS, INFORMATION, AND RECOMMENDATIONS IN THIS MANUAL ARE BELIEVED TO BE ACCURATE BUT ARE PRESENTED WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED. USERS MUST TAKE FULL RESPONSIBILITY FOR THEIR APPLICATION OF ANY PRODUCTS. THE SOFTWARE LICENSE AND LIMITED WARRANTY FOR THE ACCOMPANYING PRODUCT ARE SET FORTH IN THE INFORMATION PACKET THAT SHIPPED WITH THE PRODUCT AND ARE INCORPORATED HEREIN BY THIS REFERENCE. IF YOU ARE UNABLE TO LOCATE THE SOFTWARE LICENSE OR LIMITED WARRANTY, CONTACT YOUR CISCO REPRESENTATIVE FOR A COPY. The Cisco implementation of TCP header compression is an adaptation of a program developed by the University of California, Berkeley (UCB) as part of UCB’s public domain version of the UNIX operating system. All rights reserved. Copyright © 1981, Regents of the University of California. NOTWITHSTANDING ANY OTHER WARRANTY HEREIN, ALL DOCUMENT FILES AND SOFTWARE OF THESE SUPPLIERS ARE PROVIDED “AS IS” WITH ALL FAULTS. CISCO AND THE ABOVE-NAMED SUPPLIERS DISCLAIM ALL WARRANTIES, EXPRESSED OR IMPLIED, INCLUDING, WITHOUT LIMITATION, THOSE OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT OR ARISING FROM A COURSE OF DEALING, USAGE, OR TRADE PRACTICE. IN NO EVENT SHALL CISCO OR ITS SUPPLIERS BE LIABLE FOR ANY INDIRECT, SPECIAL, CONSEQUENTIAL, OR INCIDENTAL DAMAGES, INCLUDING, WITHOUT LIMITATION, LOST PROFITS OR LOSS OR DAMAGE TO DATA ARISING OUT OF THE USE OR INABILITY TO USE THIS MANUAL, EVEN IF CISCO OR ITS SUPPLIERS HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. CCDE, CCENT, CCSI, Cisco Eos, Cisco Explorer, Cisco HealthPresence, Cisco IronPort, the Cisco logo, Cisco Nurse Connect, Cisco Pulse, Cisco SensorBase, Cisco StackPower, Cisco StadiumVision, Cisco TelePresence, Cisco TrustSec, Cisco Unified Computing System, Cisco WebEx, DCE, Flip Channels, Flip for Good, Flip Mino, Flipshare (Design), Flip Ultra, Flip Video, Flip Video (Design), Instant Broadband, and Welcome to the Human Network are trademarks; Changing the Way We Work, Live, Play, and Learn, Cisco Capital, Cisco Capital (Design), Cisco:Financed (Stylized), Cisco Store, Flip Gift Card, and One Million Acts of Green are service marks; and Access Registrar, Aironet, AllTouch, AsyncOS, Bringing the Meeting To You, Catalyst, CCDA, CCDP, CCIE, CCIP, CCNA, CCNP, CCSP, CCVP, Cisco, the Cisco Certified Internetwork Expert logo, Cisco IOS, Cisco Lumin, Cisco Nexus, Cisco Press, Cisco Systems, Cisco Systems Capital, the Cisco Systems logo, Cisco Unity, Collaboration Without Limitation, Continuum, EtherFast, EtherSwitch, Event Center, Explorer, Follow Me Browsing, GainMaker, iLYNX, IOS, iPhone, IronPort, the IronPort logo, Laser Link, LightStream, Linksys, MeetingPlace, MeetingPlace Chime Sound, MGX, Networkers, Networking Academy, PCNow, PIX, PowerKEY, PowerPanels, PowerTV, PowerTV (Design), PowerVu, Prisma, ProConnect, ROSA, SenderBase, SMARTnet, Spectrum Expert, StackWise, WebEx, and the WebEx logo are registered trademarks of Cisco and/or its affiliates in the United States and certain other countries. Cisco and the Cisco logo are trademarks or registered trademarks of Cisco and/or its affiliates in the U.S. and other countries. To view a list of Cisco trademarks, go to this URL: www.cisco.com/go/trademarks. Third-party trademarks mentioned are the property of their respective owners. The use of the word partner does not imply a partnership relationship between Cisco and any other company. (1110R) Cisco TelePresence System Troubleshooting Guide © 2009-2011 Cisco Systems, Inc. All rights reserved. CONTENTS Using the Troubleshooting Guide i What’s in the Guide i How to Use This Guide ii Troubleshooting Topic Quick Reference ii TAC Service Request Tool iii Related Documents iii Obtaining Documentation and Submitting a Service Request iv Troubleshooting Cisco TelePresence System Administration 1-1 Contents 1-1 Troubleshooting CTS System Administration 1-1 Resetting the CTS Factory Image 1-5 Related Information 1-6 Troubleshooting Cisco TelePresence System Audio Quality 2-1 Contents 2-1 Troubleshooting CTS Audio 2-1 Digital Media Player (DMP) Advisory 2-4 Related Information 2-5 Troubleshooting Cisco TelePresence System Calls 3-1 Contents 3-1 Troubleshooting CTS Calls 3-1 Related Information 3-4 Troubleshooting the Cisco TelePresence System Camera 4-1 Contents 4-1 Troubleshooting the CTS Camera 4-2 Related Information 4-2 Troubleshooting the Cisco TelePresence System Codecs 5-1 Contents 5-1 Troubleshooting CTS Codecs 5-1 Cisco TelePresence System Troubleshooting Guide OL-21351-01 1 Contents Restoring Connectivity to the Codec 5-5 Adding or Removing a Presentation Codec 5-6 Related Information 5-6 Troubleshooting Cisco Unified Communications Manager Administration 6-1 Contents 6-1 Troubleshooting Cisco Unified CM 6-1 Configuring the Favorites and Directory Softkeys from the Administration Interface 6-9 Cisco Unified CM Passwords 6-9 Supported Cisco Unified CM Characters and Digits 6-9 Related Information 6-9 Troubleshooting the Cisco TelePresence System Commercial Express Virtual Machine Solution 7-1 Contents 7-1 Troubleshooting the Cisco Commercial Express Solution 7-1 Related Information 7-3 Troubleshooting the Cisco TelePresence System Main Display 8-1 Contents 8-1 Troubleshooting CTS Displays 8-2 Meeting Participant Main Display On-Screen Status Messages 8-5 Understanding Flicker on Triple-Screen Systems 8-6 Related Information 8-7 Troubleshooting the Cisco TelePresence System Document Camera 9-1 Contents 9-1 Troubleshooting the CTS Document Camera 9-1 Related Information 9-3 Troubleshooting Cisco TelePresence System Installation and Upgrade 10-1 Contents 10-1 Troubleshooting CTS Installation and Upgrade 10-2 Related Information 10-4 Cisco TelePresence System Troubleshooting Guide 2 OL-21351-01 Contents Troubleshooting Cisco TelePresence System Microphones 11-1 Contents 11-1 Troubleshooting CTS Microphones 11-1 Related Information 11-6 Troubleshooting Cisco TelePresence System Passwords 12-1 Contents 12-1 Troubleshooting CTS Passwords 12-1 Resetting Your CTS Codec Password 12-1 Restoring Connectivity to the Codec 12-3 Troubleshooting Cisco Unified CM Passwords 12-3 Password Aging 12-4 Password Notices 12-4 Resetting Administrator and Security Passwords 12-6 Troubleshooting CTS-Manager Passwords 12-7 Resetting Your CTS-Manager Password 12-7 Troubleshooting CTMS Passwords 12-8 Managing CTMS Passwords 12-8 Additional Password Management Information 12-10 Resetting Your MXE Root Password 12-10 Related Information 12-11 Troubleshooting the Cisco TelePresence System Phone 13-1 Contents 13-1 Troubleshooting the CTS Phone 13-1 SCCP and SIP Phone Firmware Upgrades 13-4 Cisco TelePresence MIDlet File Naming Convention 13-5 Managing Phone Reset 13-5 Resetting the Cisco Unified IP Phone 7970 Series 13-5 Synchronizing a Phone 13-5 Resetting the Cisco Unified IP Phone 7970 /7975 Series Factory Image 13-6 How to Configure the Favorites and Directory Softkeys on the Phone 13-6 Phone Screen Capture via Cisco Unified CM 13-7 Related Information 13-7 Cisco TelePresence System Troubleshooting Guide OL-21351-01 3 Contents Troubleshooting Cisco TelePresence System Presentations 14-1 Contents 14-1 Troubleshooting CTS Presentations 14-1 Related Information 14-6 Troubleshooting the Cisco TelePresence System Projector 15-1 Contents 15-1 Troubleshooting the CTS Projector 15-1 Related Information 15-5 Troubleshooting Cisco TelePresence System Registration 16-1 Contents 16-1 Troubleshooting CTS Registration 16-2 Related Information 16-4 Troubleshooting the Cisco TelePresence System Speakers 17-1 Contents 17-1 Troubleshooting the CTS Speakers 17-1 Related Information 17-3 Troubleshooting Cisco TelePresence System Messages 18-1 Contents 18-1 Troubleshooting CTS System Messages 18-2 Related Information 18-5 Troubleshooting Cisco TelePresence Touch 12 19-1 Contents 19-1 Checking System Status 19-1 Call Status 19-2 System Information 19-2 Peripheral Information 19-3 Report a Problem 19-3 Calling the Live Desk 19-4 Cisco TelePresence Touch 12 User Tips 19-5 Cleaning the Cisco TelePresence Touch 12 Touch Screen 19-6 Related Information 19-7 Cisco TelePresence System Troubleshooting Guide 4 OL-21351-01 Contents Troubleshooting Cisco TelePresence System Video 20-1 Contents 20-1 Troubleshooting CTS Video 20-1 Related Information 20-4 Troubleshooting Cisco TelePresence WebEx OneTouch 21-1 Contents 21-1 Verifying and Testing Cisco WebEx OneTouch 21-1 Cisco WebEx Site Administration Online Help 21-1 Testing the Audio Dialback Number 21-1 Cisco WebEx Troubleshooting Tips 21-2 Cisco WebEx Account Expiration Notification 21-5 Cisco WebEx Status Alerts on the Phone 21-6 Managing the Cisco WebEx Video View Window 21-6 Related Information 21-7 Troubleshooting Cisco TelePresence Manager A-1 Contents A-1 Cisco TelePresence Manager Scheduled Meeting and Room Issues A-1 Cisco TelePresence Manager Phone Issues A-8 Cisco TelePresence Manager Web Browser Error Messages A-9 JavaScript Error Message A-10 Enabling JavaScript in IE v6 A-10 Safe ActiveX Checking Message A-10 Enabling Safe ActiveX Control in IE v6 A-10 Cisco TelePresence Manager System Alert Notifications A-11
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