Movi Troubleshooting; Error Messages; Login Failed - Cisco TELEPRESENCE MANAGEMENT SUITE PROVISIONING - TROUBLESHOOTING GUIDE 13.0 Troubleshooting Manual

Movi troubleshooting

Error messages

A short error message is displayed on-screen when communication errors occur with the Cisco VCS.
Below are descriptions of relevant troubleshooting strategies, grouped by error message headings.

Login failed

Wrong username, domain, and/or password
Check Audit.log and make sure that the username and domain used for the login attempt 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 and therefore new calls and registrations are
disallowed, and existing registrations are allowed to expire.
Out of licenses
All available licenses are already in use. Check for available Movi licenses in Cisco TMS under
Administrative Tools > Configuration > General Settings > License and Option Keys.
Connection rejected by server application
Something other than the Cisco VCS may be rejecting the connection. Trace where the error
message is coming from. Is there a SIP proxy in use?
Make sure Movi is trying to connect to the right IP address for the Cisco VCS.
The server application is not responding
The Cisco TMS Agent could be down.
1. Go to Administrative Tools > TMS Agent Diagnostics.
2. Check the status of the Cisco TMS Agent on the Cisco VCS the user is trying to connect to.
The server did not respond in time
The login request reached the server, but no provisioning message reached the client.
Make sure no firewalls are blocking communication from the server to the client.
The user's subzone may be missing from the Cisco VCS configuration.
Go to VCS configuration > Local Zone > Subzones.
Verify that the user is included in an existing subzone.
Cisco TMS Provisioning Administrator Guide
Movi troubleshooting
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