E20 Troubleshooting; Error Messages; System Upgrade Failed; Phone Books Not Available - Cisco TELEPRESENCE MANAGEMENT SUITE PROVISIONING - TROUBLESHOOTING GUIDE 13.0 Troubleshooting Manual

E20 troubleshooting

Error messages

Provisioning failed. Check your settings—press any key
Make sure that the username, password, domain, and Cisco VCS address entered in the
configuration wizard (Settings > Configure your TANDBERG E20) are correct.
In Cisco TMS, go to Systems > Provisioning > Directory and verify that the user exists and has
been provided with the correct username and password.
In Cisco TMS, go to Administrative Tools > TMS Agent Diagnostics and verify that replication
between the Cisco TMS and Cisco VCS works by running Verifies that users created on the Local
TMS Agent replicates to all the TMS Agent LDAP databases in the cluster.
If connecting through a Cisco VCS Expressway:
Go to VCS configuration > Registration > Deny List and check whether the Deny list is
enabled.
If so, go to VCS configuration > Registration > Allow List and verify that the user has been
added to the Allow list.
Check whether the Cisco VCS is in maintenance mode, which will mean that new calls and
registrations are disallowed and existing registrations are allowed to expire.
DNS records for E20 provisioning must be set up as described in the
Use the nslookup command line tool to verify that the required DNS records are present and
functional. For more information on how to use nslookup, see the Microsoft knowledge base article
Using Nslookup.exe.
An example query for an SRV record for an encrypted TCP connection:
nslookup –querytype=srv _sips._tcp.example.com.

System upgrade failed

The downloaded file may be corrupt, or the download was terminated before completion. Either:
Try downloading again.
Use the E20 web server's Upgrade tab to upload the upgrade to the endpoint.
You access the E20 web server by opening its IP address in a web browser (Error! Hyperlink reference
not valid.>).
To find your E20's IP:
1. On the E20, go to Settings > System information.
2. Under NETWORK, you will find the endpoint's IP address.

Phone books not available

Check provisioning

1. Go to Systems > Provisioning > Directory.
2. Make sure that Phone Book Server 1 URL is specified in the format phonebook@sipdomain.
Cisco TMS Provisioning Administrator Guide
E20 troubleshooting
Provisioning deployment
Page 13 of 16
guide.