General Troubleshooting For Sip/H.323 Cloud Services - Avaya CU360 Manual

© 2021 Avaya Inc. All rights reserved
Category
Avaya Cloud Office
Rooms App
Avaya Cloud Office
Platform
Embedded Camera
USB Bar Mode
General Troubleshooting for SIP/H.323 Cloud
Services
Issue: the device cannot establish a SIP/H323 call when the device is on a private network.
Release Notes for Avaya Collaboration Unit CU360
Case
Number/ Description of issue
Ticket ID
The CU360 App cannot join
Members- members-only spaces, unless
only (private) invited by authorized members
meetings joining the room via QRCode or
Pairing code
If the web socket connection to
Connection
Spaces cannot be established,
fails
the call will fail
It is not possible to register
simultaneously the CU360 App
and the ACO app with the same
account
The calling device (CU360 app or
AXT3100-
AC0 app) cannot perform
1291
actions via DTMF
If in the room there are sources
of noises, sometimes the
framing is moved in a wrong
direction or the algorithm needs
more time to detect the
speaker. It is also possible that
Speaker
the audio algorithm is able to
Track
detect the speaker, but the face
is not recognized (too far or not
in front position or covered by a
phone).
If in the room there are picture
of people or mirrors or highly
reflecting surfaces or people
wearing masks, it is possible
that the faces are not
recognized by the camera for
automatic framing
Auto Framing
Do not unplug USB type-C cable
Unplug
once USB Bar mode is active
Cables
The CU360 could stuck when
activating or stopping USB Bar
USB Extra
mode if an external USB camera
Camera
is used and the camera auto-
framing is active.
Solution/Workaround
34.87.164.64/27
34.93.186.64/27
34.89.118.64/27
35.227.13.224/27
155.184.0.0/20
155.184.16.0/22
See also
https://content.avayacloud.com/Spaces/PDF/Avaya
_Spaces_Manual.pdf
Invite the device by joining the room through paring
code or QRCode
One of the possible common causes of the failing is
due to misconfigured date on the device, causing
missing validation of the certificates. See Date and
Time Category in this table.
If you plan to use the Avaya Cloud Office App, do
not configure the CU360 app with the same
account.
• Check that the camera is not manually panned
left or right respect to the central position.
• Check that there are no sources of noise in the
room
• Check that the room is properly lighted
• Assure that the distance of the talkers from the
camera is not more that 3.0-3.5 meters, and that
the face of the talker is towards the camera and
not covered by any object.
• Keep talking for a few seconds with your face
towards the camera to have the camera detect
you.
• Only faces in front of the camera are detected.
• Check that the room is properly lighted.
• Check that the room does not contain mirrors or
other highly reflecting surfaces, or pictures on
the walls depicting faces.
• Assure that the distance of the people from the
camera is not more that 3.0-3.5 meters, and that
the faces are towards the camera.
• Faces covered by masks could be not detected in
this release.
• Up to 4 different faces can be recognized for
Auto Framing.
• Use the remote-control key to stop USB bar
mode, then unplug the cable.
• It is strongly suggested to unplug external USB
cameras when planning to use the CU360 in USB
Bar Mode, or to deactivate the auto-framing
feature before activating the bar mode.
Known Issues 90