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Cisco TelePresence C20 Troubleshooting Manual

Telepresence c series telepresence mx series telepresence sx series telepresence ex series.
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Troubleshooting Guide TC6.0
Software TC6.0
April 2013

Troubleshooting Guide

TC 6.0
• Cisco Telepresence C Series
• Cisco Telepresence MX Series
• Cisco Telepresence SX Series
• Cisco Telepresence EX Series
D15029.01 Troubleshooting Guide TC6.0, April 2013.
1
Copyright © 2013 Cisco Systems, Inc. All rights reserved.

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Troubleshooting

   Summary of Contents for Cisco TelePresence C20

  • Page 1: Troubleshooting Guide

    April 2013 Troubleshooting Guide TC 6.0 • Cisco Telepresence C Series • Cisco Telepresence MX Series • Cisco Telepresence SX Series • Cisco Telepresence EX Series D15029.01 Troubleshooting Guide TC6.0, April 2013. Copyright © 2013 Cisco Systems, Inc. All rights reserved.

  • Page 2: Table Of Contents

    Screen does not turn off in standby (HDMi - CEC) .............. 13 Video layout customization ....................13 Your Cisco product has been designed to give you many years of safe, reliable operation. please visit the Cisco web site regularly for updated versions of this guide.

  • Page 3

    Video conferencing room Setup Guide ................32 Clearpath Whitepaper ......................32 Appendix B – Gaining root access to your system .............33 Appendix C – Serial connections ..................33 D15029.01 Troubleshooting Guide TC6.0, April 2013. Copyright © 2013 Cisco Systems, Inc. All rights reserved.

  • Page 4: Introduction

    release notes for TC6.0 on the Cisco web-page to see new features introduced and bugs that are resolved in this release. A new release key is required for upgrading to a major release e.g., from TC5.1.0 to TC6.0. A new release key is not needed for minor release upgrades e.g., from TC6.0 to TC6.1.

  • Page 5: Accessing The System Using The Web Interface

    Figure 2 - Settings Icon on Touch Screen Figure 5 – Soft Key Shortcut to System Information Figure 3 - System IP address - Touch Interface D15029.01 Troubleshooting Guide TC6.0, April 2013. Copyright © 2013 Cisco Systems, Inc. All rights reserved.

  • Page 6: New Troubleshooting Features In Tc6

    For descriptions about warning and error messages displayed on this screen in the web interface and possible methods to resolve these see ”Appendix E – Web diagnostics and on screen error messages and warnings” on page 35. D15029.01 Troubleshooting Guide TC6.0, April 2013. Copyright © 2013 Cisco Systems, Inc. All rights reserved.

  • Page 7: Settings Effecting Video Quality

    1280x720 at 60fps, rather than 1920x1080 at 30fps. You cannot get a resolution of 1920x1080p in this case even at maximum call rate. D15029.01 Troubleshooting Guide TC6.0, April 2013. Copyright © 2013 Cisco Systems, Inc. All rights reserved.

  • Page 8: Network Related Issues

    This is the loss percentage calculated over the entire call time frame. not match, set both to manual values (e.g. 100/full), restart and retest. D15029.01 Troubleshooting Guide TC6.0, April 2013. Copyright © 2013 Cisco Systems, Inc. All rights reserved.

  • Page 9: One Way Video Or Audio

    – see ”Appendix A - Other sources of information” on page 31. There is a Cisco Telepresence interoperability database where you can see what equipment has been tested against certain software releases. For more information see http://www.cisco.com/go/tp-interop.

  • Page 10: Far-end Problem

    This will show if there is anything connected and what the resolution and frame rate is. D15029.01 Troubleshooting Guide TC6.0, April 2013. Copyright © 2013 Cisco Systems, Inc. All rights reserved.

  • Page 11: Cabling

    Check that the cabling connected correctly and that the cables are working properly. • Ensure that the computer is set to display its output on the external output connected to the video system. D15029.01 Troubleshooting Guide TC6.0, April 2013. Copyright © 2013 Cisco Systems, Inc. All rights reserved.

  • Page 12: Using Multiple Screens

    You will not see on screen menus when using a Touch panel that is correctly paired to the video system, they are only available for users using the remote control. D15029.01 Troubleshooting Guide TC6.0, April 2013. Copyright © 2013 Cisco Systems, Inc. All rights reserved.

  • Page 13: Some Parts Of Images Are Off The Edge Of The Screen (c Series And Sx20)

    DVi connections use a difference signaling method thus screens connected by the DVi output on the codec to the DVi input on the screen should not have this problem. D15029.01 Troubleshooting Guide TC6.0, April 2013. Copyright © 2013 Cisco Systems, Inc. All rights reserved.

  • Page 14: Audio Problems

    DNAM is detected – Type=DigitalNAM. if the DNAM is detected, there may be errors with speaker iD and cabling, contact support for assistance. D15029.01 Troubleshooting Guide TC6.0, April 2013. Copyright © 2013 Cisco Systems, Inc. All rights reserved.

  • Page 15: Echo Issues (echo Cancellation)

    You can also use this application to check the microphones. For more information on this see ”Microphones” on page 18. D15029.01 Troubleshooting Guide TC6.0, April 2013. Copyright © 2013 Cisco Systems, Inc. All rights reserved.

  • Page 16: Peripheral Issues

    HDMi connection and ensure that the camera has power (SX20, C Series). if your system has a built in camera contact support for further diagnostics. D15029.01 Troubleshooting Guide TC6.0, April 2013. Copyright © 2013 Cisco Systems, Inc. All rights reserved.

  • Page 17: Multiple Cameras (daisy Chaining)

    You should see the message below if all of the cameras are on the correct software version. Contact support for further help should you experience this problem or if you are unable to recover the camera. D15029.01 Troubleshooting Guide TC6.0, April 2013. Copyright © 2013 Cisco Systems, Inc. All rights reserved.

  • Page 18: Isdn Link

    Configuration -> System Configuration -> Network Services -> SIP Mode -> Check that Sip outbound is not enabled either on the iSDN link or the video system you are pairing the iSDN link to. D15029.01 Troubleshooting Guide TC6.0, April 2013. Copyright © 2013 Cisco Systems, Inc. All rights reserved.

  • Page 19: Remote Control

    ** end Figure 19 - Restore Configuration *e KeyDown Key: “*” ** end NOTE Currently the web snapshot setting will not be restored for security reasons. D15029.01 Troubleshooting Guide TC6.0, April 2013. Copyright © 2013 Cisco Systems, Inc. All rights reserved.

  • Page 20: Maintenance Mode

    You can also retrieve logs from the system by ensuring the SSH session is being captured to file and entering: log. You will then see all the logs being output onto the screen. D15029.01 Troubleshooting Guide TC6.0, April 2013. Copyright © 2013 Cisco Systems, Inc. All rights reserved.

  • Page 21: Security

    Where ABC is the password that must be entered in order to be able to access the configuration settings on the GUi interfaces. Once enabled you will be asked for this password to access the configuration areas of the interface. D15029.01 Troubleshooting Guide TC6.0, April 2013. Copyright © 2013 Cisco Systems, Inc. All rights reserved.

  • Page 22: Web Snapshots

    CUCM CAPF For more information about CUCM, CApF and trust lists, read the Administering TC Endpoints on CUCM guide available on the Cisco web site. D15029.01 Troubleshooting Guide TC6.0, April 2013. Copyright © 2013 Cisco Systems, Inc. All rights reserved.

  • Page 23: Factory Reset Using The Touch Interface

    Then Factory Reset. • A confirmation message appears. • Do Factory Reset. Figure 23 - Factory Reset Warning Figure 21 - Factory Reset Dialogue Box D15029.01 Troubleshooting Guide TC6.0, April 2013. Copyright © 2013 Cisco Systems, Inc. All rights reserved.

  • Page 24: Factory Reset Using Ssh, Telnet And Serial Connection

    When the system starts up, you will briefly see a message on the screen confirming the system was successfully factory reset and all settings have been removed. D15029.01 Troubleshooting Guide TC6.0, April 2013. Copyright © 2013 Cisco Systems, Inc. All rights reserved.

  • Page 25

    The recessed button can be hard to locate. You should feel the physical button go down when you push it. D15029.01 Troubleshooting Guide TC6.0, April 2013. Copyright © 2013 Cisco Systems, Inc. All rights reserved.

  • Page 26: Factory Reset The Touch Panel

    Collect the historical logs (see ”Basic log capturing” on page 28). • Create a support case (see “How to create a support ticket” on page 28) D15029.01 Troubleshooting Guide TC6.0, April 2013. Copyright © 2013 Cisco Systems, Inc. All rights reserved.

  • Page 27: Release And Option Keys

    Multisite To allow your video system to call multiple video systems on C40, C60, C90, EX90 and SX20 without the use of infrastructure such as an MCU/Bridge. Without this option we To contact Cisco regarding keys, you can e-mail licensing@cisco.com. support a single video call and one audio call.

  • Page 28: How To Create A Support Ticket

    TAC it is useful to enter and capture the output of these to commands when raising a support case: (Technical Assistance Centre). registered Cisco users can request help from the Cisco Technical •...

  • Page 29: Sip And H.323 Call Flow Logging

    Wireshark, it is recommended to capture the complete call. Start the capture before the call is made and stop it after the call has been disconnected. D15029.01 Troubleshooting Guide TC6.0, April 2013. Copyright © 2013 Cisco Systems, Inc. All rights reserved.

  • Page 30: Wireshark Call Analysis Usage

    You will now see all the packets sent and received by the system. This is useful, but you may want to filter so that you can see the call setup. D15029.01 Troubleshooting Guide TC6.0, April 2013. Copyright © 2013 Cisco Systems, Inc. All rights reserved.

  • Page 31: Appendix A - Other Sources Of Information

    You can find further information on the TC endopoints in the FAQ guide on the Cisco web site, go to: Filtering using “sip” will only show the call signalling. You can see the media packets as well if you Cisco Telepresence Endpoints Knowledge Base Articles...

  • Page 32: Search Known Bugs

    www.cisco.com/go/isdnlink-docs Search known bugs To find out whether the problem you are experiencing with your video system is a known issue and has a known solution, please check the Cisco web site for known bugs. Go to: https://www.cisco. com/cisco/psn/bssprt/bss To locate known bugs for your product and software version you can either search by product, by a keyword search or by selecting you product from the product category list.

  • Page 33: Appendix B - Gaining Root Access To Your System

    The EX, MX and SX series need non-standard cables to access their serial ports. These should be available to order in the near future, please contact your local Cisco representative for more details it is critical to always set a password when enabling root access.

  • Page 34: Appendix D – Useful Software

    To get around this issue you can, if using a Cisco switch, enable port spanning which duplicates all traffic entereing and leaving one port to another monitor port where you can attach a computer running Wireshark to capture traffic.

  • Page 35: Appendix E – Web Diagnostics And On Screen Error Messages And Warnings

    To troubleshoot this it depends what the error message is. red Alarms gener- ally indicate low level physical iSDN line issues. All fans are running. problem There might be an issue with the fans. please contact Cisco support for System Name assistance. The device has a system name set.

  • Page 36

    85°C, it will shut down to prevent damage. if the environmental conditions are ok and you are still getting this message, please open a support ticket. D15029.01 Troubleshooting Guide TC6.0, April 2013. Copyright © 2013 Cisco Systems, Inc. All rights reserved.

  • Page 37

    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.

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