Disconnected From Server; Phone Books Not Available; Check Provisioning; Check Access Control - Cisco TELEPRESENCE MANAGEMENT SUITE PROVISIONING - TROUBLESHOOTING GUIDE 13.0 Troubleshooting Manual

Advanced settings are missing
The Advanced information on the Movi client has been detected as missing.
Confirm this by looking at Audit.log, where missing settings will be noted as <empty>.
Then make sure the Internal VCS, External VCS, Domain and Transport field are all specified
correctly.
Make sure no firewalls are blocking communication
Movi failed to connect to the IP address provided.
Check that no firewalls are blocking communication.
Make sure the Internal VCS, External VCS, Domain and Transport field are all specified correctly.
"@" is not allowed as part of the username
Signin was attempted using a full SIP/e-mail address, which is not allowed. The username is usually
identical to the part of a SIP address that comes before the @.
If the problem persists, contact IT support
Can other users with similar Movi configurations log in? If not:
In TMS, go to Administrative Tools > TMS Agent Diagnostics and verify connectivity of the Cisco
VCS the user is trying to connect to.

Disconnected from server

Your internet connection may have been lost.
Does the user's computer have network connectivity? This message is typically displayed if your computer
changes networks, for example from wireless to LAN, or one wireless network to another.
This error will not be displayed if Sign in automatically is enabled, as Movi will reconnect and sign in
automatically.

Phone books not available

Check provisioning

1. Go to Systems > Provisioning > Directory.
2. Make sure that Phone Book Uri is specified in the format phonebook@sipdomain.

Check access control

If provisioning otherwise works as expected, but a user or user group is not seeing any phone books,
access to phone books may not be configured in Cisco TMS, or it is configured incorrectly.
1. In Cisco TMS, go to Phone books > Manage phone books.
2. Click on/open a phone book that should be available to the user.
3. Click on the Access Control tab.
4. Verify that the check box for the user's group is selected.
5. Repeat steps 2 to 4 for each phone book that the user group needs access to.
Cisco TMS Provisioning Administrator Guide
Movi troubleshooting
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