Troubleshooting - Polycom realpresence 1800 Administrator's Manual

ICE Environment - Collaboration Server Active Alarms
Active Alarm
ICE failure:
A/V Edge server URI
cannot be resolved
ICE failure: Service
credential denied. A/V
Edge server credentials
rejected by the OCS.

Troubleshooting

● At the end of the installation and configuration process, to test the solution and the integration with
the OCS, create an ongoing conference with two participants, one dial-in and one dial-out and
connect them to the conference.
● If the active Alarm SIP TLS: Registration server not responding is displayed, stop and
restart the OCS Pool Service.
● If the communication between the OCS and the Collaboration Server cannot be established, one of
the possible causes can be that the Collaboration Server FQDN name is defined differently in the
DNS, OCS and Collaboration Server. The name must be defined identically in all three devices, and
defined as type A in the DNS. You can test the definition of the Collaboration Server FQDN name in
the DNS by pinging it, and receiving the Collaboration Server's signaling IP from the DNS in the
response.
● The communication between the OCS and the Collaboration Server can be checked in the Logger
files:
 SIP 401/407 reject messages indicate that the Collaboration Server is not configured as Trusted
in the OCS and must be configured accordingly.
 SIP 404 reject indication indicates that the connection to the OCS was established successfully.
Known Issues
● Selecting Pause my Video in the OC Client causes the call to downgrade to Audio Only if the call was
not originally an Audio Only call (the call was started as a video call).
If the call is started as an Audio Only call and video is added to it, or if the call was started as a video
call and during the call it was changed to Audio Only and then back to video, selecting Pause my
Video will suspend it as required.
● Rarely, the OC Client disconnects after 15 minutes. The OC Client can be reconnected using the
same dialing method in which they were previously connected (dial-in or dial-out).
● Rarely, all SIP endpoints disconnect at the same time. The SIP endpoint can be reconnected using
the same dialing method in which they were previously connected (dial-in or dial-out).
Polycom®, Inc.
Phase Alarm Displayed When
Service The Collaboration Server
failed to resolve The remote
address of the Edge server
URI.
Service This alarm indicates that the
OCS does not configure with
the credentials.
Generated by the ICE stack.
Appendix H - Deployment Into Microsoft Environments
Troubleshooting
1019