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Cisco CTS-3010 Administration Manual

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Cisco TelePresence System Release 1.6
Administration Guide
June, 2010
CTS Software Release 1.6.5
Americas Headquarters
Cisco Systems, Inc.
170 West Tasman Drive
San Jose, CA 95134-1706
USA
http://www.cisco.com
Tel: 408 526-4000
800 553-NETS (6387)
Fax: 408 527-0883
Text Part Number: OL-13676-05

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Table of Contents

Troubleshooting

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  Related Manuals for Cisco CTS-3010

  Summary of Contents for Cisco CTS-3010

  • Page 1 Cisco TelePresence System Release 1.6 Administration Guide June, 2010 CTS Software Release 1.6.5 Americas Headquarters Cisco Systems, Inc. 170 West Tasman Drive San Jose, CA 95134-1706 http://www.cisco.com Tel: 408 526-4000 800 553-NETS (6387) Fax: 408 527-0883 Text Part Number: OL-13676-05...
  • Page 2 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. Copyright © 1981, Regents of the University of California.
  • Page 3: Table Of Contents

    Audience and Scope What’s New Prerequisites viii Document Organization Related Documents Obtaining Documentation and Submitting a Service Request Using the Cisco TelePresence System Administration Interface Contents Overview System Status System Status Window Device Status Indicators Cisco Unified Communications Manager Status...
  • Page 4 IP Settings Viewing IP Settings Configuring a Static IP Address for Networks That Do Not Use DHCP Configuring a Static IP Address Using the Cisco TelePresence System GUI Configuring a Static IP Address Using Command-Line Interface Commands Command Example Configuring an Alternate TFTP Server (Optional)
  • Page 5 Testing Other Devices 4-28 Auxiliary Control Unit 4-28 LEDs 4-29 Shroud Light 4-29 Digital Media Player 4-30 Troubleshooting Other Devices 4-31 Related Information 4-32 Managing Log Files 4-32 Sysop Log 4-32 Log Files 4-33 Cisco TelePresence System Release 1.6 Administration Guide OL-13676-05...
  • Page 6 Troubleshooting Cameras 5-16 Related Information 5-16 Testing Speakers 5-16 Testing the Speakers 5-16 Troubleshooting Speakers 5-17 Related Information 5-18 Testing Microphones 5-18 Testing Microphones on the CTS 1000 5-18 Troubleshooting Microphones 5-19 Cisco TelePresence System Release 1.6 Administration Guide OL-13676-05...
  • Page 7 5-34 Related Information 5-35 Initiating System Restart 5-35 Troubleshooting Video Quality Settings 5-35 Troubleshooting Network Cabling 5-36 Where to Go Next 5-37 Troubleshooting the CTS 1100 Contents Managing Hardware Setup Managing Displays Cisco TelePresence System Release 1.6 Administration Guide OL-13676-05...
  • Page 8 CTS 1100 Light 6-28 Digital Media Player 6-29 Troubleshooting Other Devices 6-30 Related Information 6-31 Managing Log Files 6-32 Sysop Log 6-32 Log Files 6-32 SIP Messages 6-34 Generate Detailed Message Reports 6-34 Cisco TelePresence System Release 1.6 Administration Guide OL-13676-05...
  • Page 9 Testing the Speakers 7-92 Troubleshooting Speakers 7-93 Related Information 7-94 Testing Microphones 7-94 Testing Microphones on the CTS 1300 7-94 Troubleshooting Microphones 7-95 Related Information 7-96 Testing the External Presentation Display 7-96 Cisco TelePresence System Release 1.6 Administration Guide OL-13676-05...
  • Page 10 Troubleshooting Video Quality Settings 7-113 Troubleshooting Network Cabling 7-114 Where to Go Next 7-115 Troubleshooting the CTS 3000 and CTS 3200 Contents Managing Hardware Setup Managing Displays Selecting the Light Level Cisco TelePresence System Release 1.6 Administration Guide viii OL-13676-05...
  • Page 11 Auxiliary Control Unit 8-37 Digital Media Player 8-37 Troubleshooting Other Devices 8-38 Related Information 8-39 Managing Log Files 8-39 Sysop Log 8-39 Log Files 8-40 SIP Messages 8-42 Generate Detailed Message Reports 8-42 Cisco TelePresence System Release 1.6 Administration Guide OL-13676-05...
  • Page 12 Troubleshooting Cameras 9-16 Related Information 9-17 Testing Speakers 9-17 Testing the Speakers 9-18 Troubleshooting Speakers 9-18 Related Information 9-19 Testing Microphones 9-19 Testing Microphones on the CTS 3010 and CTS 3210 9-20 Cisco TelePresence System Release 1.6 Administration Guide OL-13676-05...
  • Page 13 Troubleshooting Video Quality Settings 9-40 Troubleshooting Network Cabling 9-41 Where to Go Next 9-43 Monitoring the Cisco TelePresence System 10-1 Contents 10-1 Call Statistics 10-2 Network Statistics 10-5 Where to Go Next 10-6 Cisco TelePresence System Release 1.6 Administration Guide OL-13676-05...
  • Page 14 Contents Satellite Licenses for the Cisco TelePresence System Contents Cisco TelePresence over Satellite Networks Supported CTS Devices Supported CTS Software Supported Satellite Bandwidth Satellite Security Ordering a Satellite License Loading a Satellite License Identifying the CTS Satellite Endpoints Enabling the Satellite Feature...
  • Page 15: General Description

    CTS Administration Software. Audience and Scope The Cisco TelePresence System Release 1.6 Administration Guide is directed to administrators who will use the CTS Administration web-based application to monitor and maintain the CTS. Cisco TelePresence System Release 1.6 Administration Guide...
  • Page 16 The CTS must advertise the supported codec(s) to Cisco Unified CM (not all endpoints support the same set of codecs). When Cisco Unified CM gets the list of supported codecs from all endpoints involved in the call attempt, it chooses a commonly supported codec based on various factors, including the region pair setting.
  • Page 17 Alternate Directory In Cisco Unified CM Release 7x and later releases you can enter an alternate Cisco Unified CM for directory lookup. See the Product Specific Configuration Layout section of the  Cisco Unified Communications Manager Configuration Guide for the Cisco TelePresence System more information.
  • Page 18 Note CTS Auto Answer This feature allows the CTS endpoint to override the Cisco Unified CM directory number (DN) settings so that you do not have to configure the phone to answer with the speakerphone. See the CTS Auto Answer field in the Product Specific Configuration Layout section for your device in the ...
  • Page 19 HD Interoperability Cisco TelePresence Interoperability delivers any-to-any capabilities so that standards-based video conferencing technologies can participate in Cisco TelePresence meetings. This offering extends the immersive experience beyond Cisco TelePresence to virtually all standard-definition (SD) and high-definition (HD) video conferencing systems and other business video applications and technologies.
  • Page 20 If you use Cisco TelePresence Manager (CTS-Man), the first time setup process allows Administrators to add more than one Cisco Unified CM cluster. An Administrator can then add, modify, and view the status of up to 5 individual Cisco Unified CM clusters. Based on your dial-plan, you may need to configure the CTS device Dial Plan configuration settings in the Cisco Unified CM.
  • Page 21 You may get a message similar to the following at login: “Password change required in 10 days” The password life (the maximum age, in days) is managed using new fields on the Cisco Unified CM Device > Phone > Product Specific Configuration Layout > Secure Shell Information page: SSH Admin Life •...
  • Page 22 Preface The audio addin conf softkey is not available on the Cisco Unified IP Phone when using the 720p (Lite) Note feature.  For secure calls, all audio add-ins must be secure or the entire call will drop to insecure.
  • Page 23 Cisco Unified IP phone device configuration. – When entering the MAC address in Cisco Unified CM fields, do not use spaces or dashes, and do not include any other characters that may precede the MAC address on the label.
  • Page 24 Cisco TelePresence Manager documentation Cisco TelePresence Manager • home page. Cisco Validated Design Program. Systems and Cisco TelePresence Network Systems 2.0 Design Guide • solutions designed, tested, and documented to facilitate faster, more reliable, and more predictable customer deployments. Cisco TelePresence Recording Server •...
  • Page 25 Preface Cisco Unified IP Phones 7900 Series • Cisco Unified IP Phones 7900 Series Maintain and Operate Guides documentation. Cisco TelePresence System (CTS) hardware and • Cisco.com software documentation, including information Products > TelePresence > Cisco TelePresence System > about CTS devices.
  • Page 26 Obtaining Documentation and Submitting a Service Request For information on obtaining documentation, submitting a service request, and gathering additional information, see the monthly What’s New in Cisco Product Documentation, which also lists all new and revised Cisco technical documentation, at the following URL: http://www.cisco.com/en/US/docs/general/whatsnew/whatsnew.html...
  • Page 27: Using The Cisco Telepresence System Administration Interface

    Monitoring the status of Cisco TelePresence system equipment • Troubleshooting the system For first-time setup instructions, refer to the Cisco TelePresence System Assembly Guide for your system on Cisco.com: Products > TelePresence > Cisco TelePresence System > TelePresence System Cisco TelePresence System Release 1.6 Administration Guide...
  • Page 28: System Status

    In a Call Indicator, page 1-4 • System Status Window System status is always in view in the lower left corner of the Cisco TelePresence System Administration window, as shown in Figure 1-2. The system administrator should closely monitor this area for changes in the status of the Cisco TelePresence system functions and equipment.
  • Page 29: Device Status Indicators

    Chapter 1 Using the Cisco TelePresence System Administration Interface System Status Move your mouse over the colored icons in the System Status box to display dialog boxes containing the Step 1 state of each piece of equipment. For example, rolling your mouse over the green check-mark icons in Figure 1-2 will show the detailed state of the equipment.
  • Page 30: Cisco Unified Communications Manager Status

    – Communications Manager (Cisco Unified CM) that a projector/LCD is present and there is not one present. Cisco Unified Communications Manager Status The Cisco Unified Communications Manager can be in the following states: • • Inaccessible In a Call Indicator The Status box tracks when the meeting room is in a call and displays the security level of active calls.
  • Page 31: Call Connection Status Network Bars

    Chapter 1 Using the Cisco TelePresence System Administration Interface System Status Call Connection Status Network Bars The CTS software monitors the receiving video quality, and a set of network bars is displayed on the main display screen to indicate the quality of a call. Connection quality is rated either good, marginal, or poor.
  • Page 32: Navigation

    Loss Above 10% Error Threshold Navigation In the navigation pane at the left side of the Cisco TelePresence System Administration window, the Configuration, Troubleshooting, and Monitoring folders display lists of tasks. Lists of tasks are also displayed in the main content area of the window when you click on any of the following in the...
  • Page 33 Navigation Figure 1-3 Choosing Cisco TelePresence System Administration Tasks The following sections describe objects, functions, and information that is displayed in the windows associated with the Cisco TelePresence System Administration application: • Administration Window Header, page 1-8 • Content Area, page 1-8 Typing and Selecting Information in Fields, page 1-8 •...
  • Page 34: Administration Window Header

    Using the Cisco TelePresence System Administration Interface Navigation Administration Window Header The header at the top of all Cisco TelePresence System Administration windows contains the name of the person currently logged in and provides links for the following functions: •...
  • Page 35: Accessing Online Help

    Navigating Online Help To access online help, follow these steps: In the Cisco TelePresence Administration window, click the Help button or click Help in the toolbar in Step 1 the upper right corner of the Cisco TelePresence System Administration screen. The Cisco TelePresence System Administration Online Help window appears.
  • Page 36: Accessing This Administration Guide From Online Help

    Where to Go Next Accessing this Administration Guide From Online Help Online help mirrors what you can see in the Cisco TelePresence System interface. When you need more information about a topic in the online help, you can access the Cisco TelePresence System Administration Guide (this document) from the menu bar on the Cisco TelePresence System Administration screen.
  • Page 37: Device Information

    Where to Go Next, page 2-13 Accessing the Device Information Window The Device Information window is the first thing you see when you log on to the Cisco TelePresence System Administration interface. It is from this window that you can access configuration, troubleshooting, and monitoring tasks for the Cisco TelePresence System (CTS) as well as view information about the devices installed on your system.
  • Page 38: Accessing The Device Information Window

    Cisco TelePresence System Administration Login Screen In the Admin field, type admin. In the Password field, type cisco. Note You can change the default password in Cisco Unified CM. See the Cisco Unified Communications Manager Configuration Guide for the Cisco TelePresence System.
  • Page 39: Device Information Fields

    Cisco Unified CM. The information in Table 2-1 describes setting descriptions in the Device Information fields. The Cisco TelePresence System device type must be specifically selected before you can upgrade to new Note CTS Software releases. Cisco TelePresence System Release 1.6 Administration Guide...
  • Page 40 System Configuration Indicates the number of high-definition displays for this system. Phone Number Call pattern for the IP phone as defined in Cisco Unified CM. Meeting Room Name of the meeting room in which this particular CTS is located as defined in Cisco Unified CM.
  • Page 41: Hardware/Software Versions

    Hardware/Software Information Fields Field or Button Setting or Description Unit For Cisco TelePresence Systems with more than one codec. Indicates whether this is the left, center, right, or presentation codec. Hardware Version Version number of the codecs of the Cisco TelePresence System.
  • Page 42: System Information Details

    Click Close to close the window. Step 4 Detailed System Information Information provided in the System Information Details window is also used by Cisco technical support personnel to assist in troubleshooting your system. Detailed information is displayed per codec: One codec—For systems with one codec, all information displayed is for the system’s single codec.
  • Page 43 Audio DSP software version. Audio_Base_BoardID Type of audio base board. Choices are: 0xAD • • 0xAB Audio_Base_Board_FAB_Ver Hardware version of the audio (base) board Audio_Base_Board_FW_Ver Firmware version of the audio (base) board Cisco TelePresence System Release 1.6 Administration Guide OL-13676-05...
  • Page 44 1. CTS 1300 displays information for Center, Left, and Right cameras. 2. The document camera is not available on the CTS 1300. 3. CTS devices are backward compatible up to two CTS Software Releases. Cisco recommends that you upgrade to the latest version software.
  • Page 45: Detailed Status Information

    Status pane. Figure 2-3 CTS 1300 System Status Table 2-4 contains descriptions of the Status Details fields. CTS displays a red next to devices that are not operational or in error. Cisco TelePresence System Release 1.6 Administration Guide OL-13676-05...
  • Page 46 Chapter 2 Device Information System Information Details Cisco TelePresence System Release 1.6 Administration Guide 2-10 OL-13676-05...
  • Page 47 • Lamp Age (hours) • Lamp age is 2000 hours; status alarm issues when 2000 hours Note is reached. Ambient Temperature • Lamp Temperature • • Temperature IP Phone Status • Cisco TelePresence System Release 1.6 Administration Guide 2-11 OL-13676-05...
  • Page 48: Time Since Last Update

    A roadmap of microphone status information icons is displayed at the bottom of the Status Details page. • Ellipses—Not Expected / Not Connected. • Green Check Mark—Connected. Question Mark—Not Expected / Not Connected. • Red X—Not connected. • Cisco TelePresence System Release 1.6 Administration Guide 2-12 OL-13676-05...
  • Page 49: Where To Go Next

    Chapter 2 Device Information Where to Go Next Where to Go Next Proceed to the following Cisco TelePresence system administration tasks from the Device Information window: Configuring the Cisco TelePresence System, page 3-1 • Platform-specific troubleshooting: • Troubleshooting the CTS 500, page 4-1 –...
  • Page 50 Chapter 2 Device Information Where to Go Next Cisco TelePresence System Release 1.6 Administration Guide 2-14 OL-13676-05...
  • Page 51: Configuring The Cisco Telepresence System

    Where to Go Next, page 3-21 • First Time Setup To set up your Cisco TelePresence System (CTS) for the first time, you must first load the CTS Administration software and bootup the system. Proceed to Loading CTS Administration Software.
  • Page 52 Step 3 Figure 3-2. Use this information to log in to the Cisco TelePresence System Administration application. This IP address displays until you log in to Cisco TelePresence System Administration or use Secure Shell (SSH) to log in to your device.
  • Page 53 DNS server.   To set up a Cisco TelePresence system for a network that does not use DHCP, complete the procedure in “Configuring a Static IP Address for Networks That Do Not Use DHCP” section on page 3-6...
  • Page 54 If you need to obtain the IP address, complete the following steps: Note On the Cisco Unified IP phone, locate “Manual” at the bottom of the screen and press the Manual soft key. If you cannot locate the Manual button, proceed to Step Note Locate “Info”...
  • Page 55: Ip Settings

    The IP Settings window displays the Cisco TelePresence System (CTS) MAC address and hostname and you can view and manage the following: DHCP—Select a static IP address, which allows the Cisco IP phone to be configured so that the •...
  • Page 56: Configuring A Static Ip Address For Networks That Do Not Use Dhcp

    • Configuring a Static IP Address Using the Cisco TelePresence System GUI To configure a static IP address using the Cisco TelePresence system GUI, follow these steps. Step 1 Connect a DHCP-enabled PC to the secondary camera port of the primary codec. This connection is...
  • Page 57 Step 4 services: utils service start Calling_Services Step 5 Using a supported Internet browser, log in to the Cisco TelePresence system GUI with the IP address that you used in Step Step 6 Enter the username and password when prompted. By default, the user is admin and the password is cisco.
  • Page 58: Configuring A Static Ip Address Using Command-Line Interface Commands

    Where: xxx.xxx.xxx is the IP address that Cisco TelePresence provided for your session.   For example, if your determine that the Cisco Telepresence system provided an IP address of 10.1.0.2, enter the address 10.1.0.1.  By default, the username is admin and the password is cisco.
  • Page 59: Command Example

    Administrative VLAN ID, page 3-10 • Syslog Address, page 3-10 • Operational VLAN ID This field shows a display-only VLAN ID that is standard for networks with a Cisco Unified IP phone. Cisco TelePresence System Release 1.6 Administration Guide OL-13676-05...
  • Page 60: Administrative Vlan Id

    Click Reset to restore the administrative VLAN ID setting displayed when you opened this window. Syslog Address This field shows the display-only syslog address that is standard for networks with a Cisco Unified IP phone. Cisco Unified Communications Manager Settings...
  • Page 61: Related Information

    • Address Book The Address Book window displays read-only entries that have been set during Cisco Unified CM configuration. You can create listings for up to 40 meeting rooms. To view the phone list of Cisco TelePresence system-enabled meeting rooms, follow these steps: Step 1 Choose Configuration >...
  • Page 62 CS4 (precedence 4) DSCP (100000) • CS5 (precedence 5) DSCP (101000) • CS6 (precedence 6) DSCP (110000) CS7 (precedence 7) DSCP (111000) • Default DSCP (000000) • EF DSCP (101110) • Cisco TelePresence System Release 1.6 Administration Guide 3-12 OL-13676-05...
  • Page 63: Snmp Settings

    System. SNMP Settings The Simple Network Management Protocol (SNMP) Settings window displays read-only information about the SNMP settings for the Cisco TelePresence System that were set in the Cisco Unified CM configuration. To view SNMP settings, follow these steps: Step 1 Choose Configuration >...
  • Page 64: Related Information

    Encryption • • Community String Step 3 Use Cisco Unified CM to make changes to the SNMP settings. See the Cisco Unified Communications Manager Configuration Guide for the Cisco TelePresence System. Related Information For more information about SNMP, see the...
  • Page 65 • The audio addin conf softkey is not available on the Note Cisco Unified IP Phone when using the 720p (Lite) feature.  Non-secure audio add-in is not supported; all audio add-ins must be secure or the call will be dropped.
  • Page 66 If you clear the default value so that the field is blank, then the display will turn off at 11:59 pm. If your version of Cisco Unified CM does not allow you to configure values for Days Display Note Not Active, Display On Time or Display On Duration, the system uses the default values for these features.
  • Page 67: Troubleshooting Your Configuration

    The Cisco TelePresence System has been installed and configured according to the instructions in Cisco TelePresence System Assembly Guides. Cisco Unified CM has been configured to support the Cisco TelePresence System as described in • Cisco Unified Communications Manager Configuration Guide for the Cisco TelePresence System.
  • Page 68 Disable Speakerphone – – Disable Speakerphone and Headset Apply and Save the configuration. Reset the device. See the Cisco Unified Communications Manager Configuration Guide for the Cisco TelePresence System for more information. Cisco TelePresence System Release 1.6 Administration Guide 3-18 OL-13676-05...
  • Page 69: Upgrading Cts Codec Firmware

    Step 4 page, or on a per system basis) in the Cisco Unified CM Administration interface. Click the Restart button in Cisco Unified CM for the device(s) that you want to upgrade. Step 5 Cisco TelePresence System Release 1.6 Administration Guide...
  • Page 70: Managing Passwords

    Restoring Connectivity to the Codec If you lose connectivity to the codec, refer to the Cisco TelePresence System Assembly, Use & Care, and Field-Replaceable Unit Guide for your system on Cisco.com: Support >...
  • Page 71: Where To Go Next

    Chapter 5, “Troubleshooting the CTS 1000” • Chapter 6, “Troubleshooting the CTS 1100” • Chapter 7, “Troubleshooting the CTS 1300” • • Chapter 8, “Troubleshooting the CTS 3000 and CTS 3200” Cisco TelePresence System Release 1.6 Administration Guide 3-21 OL-13676-05...
  • Page 72 Chapter 3 Configuring the Cisco TelePresence System Where to Go Next Cisco TelePresence System Release 1.6 Administration Guide 3-22 OL-13676-05...
  • Page 73: Troubleshooting The Cts 500

    Contents You may want to periodically test system components using the hardware and software tests available in the Cisco TelePresence System (CTS) Administration Troubleshooting window. This chapter contains information about troubleshooting CTS 500 hardware and software. You cannot perform diagnostics during an active Cisco TelePresence system call.
  • Page 74: Managing Hardware Setup

    Before You Begin Before you begin testing and troubleshooting your system, check the system displays. All of the Cisco TelePresence Administration application Hardware Setup features require the use of the displays in the meeting room. Therefore, we recommend the following: Verify that the displays work by using the Hardware Setup >...
  • Page 75: Managing Displays

    Chapter 4 Troubleshooting the CTS 500 Managing Hardware Setup Figure 4-1 shows the Cisco TelePresence System administrative tools available to assist you with troubleshooting tasks. Figure 4-1 Troubleshooting Window CTS initial setup is also performed using the Hardware Setup fields. For information on how to configure...
  • Page 76: Selecting The Light Level

    This color temperature is sometimes expressed using terms such cool, warm, or daylight, but can be expressed more precisely in kelvins (K) as a numeric value. The following temperatures can be selected for adjusting the image on the Cisco TelePresence display screens: •...
  • Page 77: Troubleshooting Displays

    HDMI port in the display into the Main input (white) and not the Auxiliary input (orange). Contact Cisco technical support if you are certain that the cabling is correct and power is applied to the system, but no image is seen on the display.
  • Page 78: Testing The Cts 500 Camera

    (5 feet). Testing the Camera To set up the camera for testing, follow these steps. Step 1 Log in to the Cisco TelePresence System Administration window. Step 2 Choose Troubleshooting > Hardware Setup. Step 3 Click the Cameras radio button.
  • Page 79 The user must be at least 4 feet (1.2 meters) away from the display for all CTS-500 installations. Note Figure 4-3 shows a pedestal stand-mounted CTS 500. Use the same method for all types of CTS 500 installations. Cisco TelePresence System Release 1.6 Administration Guide OL-13676-05...
  • Page 80 Do not grasp the light reflector, or any part of the CTS-500 but the monitor. Use two hands. • • Do not lift using only one side. • Apply equal pressure from each side. Cisco TelePresence System Release 1.6 Administration Guide OL-13676-05...
  • Page 81 Chapter 4 Troubleshooting the CTS 500 Managing Hardware Setup Figure 4-4 Height Adjustment Guidelines—Pedestal Stand-Mounted CTS-500 Cisco TelePresence System Release 1.6 Administration Guide OL-13676-05...
  • Page 82 If the user is available, use them to position the CTS 500. If the user is not available, or if the Note CTS 500 will be used by multiple people, use an average eye level height. Cisco TelePresence System Release 1.6 Administration Guide 4-10 OL-13676-05...
  • Page 83 “Assembling a Pedestal Stand-Mounted CTS 500” chapter in the Cisco TelePresence System 500 Assembly, Use & Care, and Field Replaceable Unit Guide. Position the easel so the black plus sign (+) of the target is in the same position as the red plus sign ...
  • Page 84 To make additional adjustments to the camera brightness and contrast levels, select a choice from the Step 2 Luminance drop-down list. In the 50 Hz Flicker Reduction field, click the Disable radio button. Step 3 Cisco TelePresence System Release 1.6 Administration Guide 4-12 OL-13676-05...
  • Page 85 Windows on three sides Enable Windows on four sides Enable 1. Cisco recommends that you cover at least one of the windows. Focusing the Camera The CTS 500 camera has vertical height, zoom, and focus adjustments. Adjust the camera using the following guidelines: Using the camera test images that display on the screen, adjust the camera vertical height to set the •...
  • Page 86 Make that there are no objects between the targets and the camera. Note Figure 4-7 Setting Up Focus Targets Large target 5 ft (1.5 m) Small target 3 ft (0.9 m) Easel Cisco TelePresence System Release 1.6 Administration Guide 4-14 OL-13676-05...
  • Page 87 The red and green bars do not have to be exactly the same length. Get them as close as you can. Note Without moving the focus ring, tighten its thumbscrew. Step 9 Step 10 Click Done. Step 11 Click Stop to stop the test. Cisco TelePresence System Release 1.6 Administration Guide 4-15 OL-13676-05...
  • Page 88 Cameras section in the First-Time Setup chapter of the Cisco TelePresence System 500 Assembly, Use & Care, and Field Replaceable Unit Guide. Reattaching the Camera Haze and Replacing the Hood Attach the camera haze cover to the front of the camera lens. The haze cover is the cover with the square...
  • Page 89: Troubleshooting Cameras

    Camera or display is broken. Contact Cisco technical support if you are certain that the cabling is correct, power is applied, and a display and camera test has been run, but no image is seen on the display.
  • Page 90: Testing Speakers

    Related Information, page 4-19 • Testing the Speakers To test the speakers, follow these steps: Step 1 Log in to the Cisco TelePresence System Administration window. Step 2 Choose Troubleshooting > Hardware Setup Step 3 Click the Speakers radio button.
  • Page 91: Troubleshooting Speakers

    The number of audio meters that are shown on the test screen is determined by the number of microphones that have been configured in Cisco Unified Communications Manager (Cisco Unified CM) and the version of Cisco Unified CM that you are running.
  • Page 92: Testing Microphones On The Cts

    Related Information, page 4-22 • Testing Microphones on the CTS 500 To test microphones on the CTS 500, follow these steps: Log in to the Cisco TelePresence System Administration window. Step 1 Choose Troubleshooting > Hardware Setup. Step 2 Click the Microphones radio button.
  • Page 93: Troubleshooting Microphones

    • Lightly tap the microphone to see if sound registers. • Contact Cisco technical support if you are certain that the cabling is correct and power is applied to the system, but no sound registers on the microphone. Microphone icon with red pipe Microphone is not Check that the microphone is properly plugged in.
  • Page 94: Related Information

    PiP. This external display is attached to the External Presentation Display HD video connection on the codec. See the Cisco TelePresence System 500 Assembly, Use & Care, and Field-Replaceable Unit Guide for more information.
  • Page 95: Checking The Test Pattern

    Troubleshooting Presentation Devices, page 4-26 • Related Information, page 4-28 Checking the Test Pattern To check the test pattern, follow these steps: Log in to the Cisco TelePresence System Administration window. Step 1 Choose Troubleshooting > Hardware Setup. Step 2 Step 3 Click the Presentation Devices radio button.
  • Page 96: Checking The Vga

    Click Stop in the Testing box to end all testing. Step 8 Checking the VGA To check the VGA, follow these steps: Step 1 Log in to the Cisco TelePresence System Administration window. Step 2 Choose Troubleshooting > Hardware Setup. Step 3 Click the Presentation Devices radio button.
  • Page 97 Chapter 4 Troubleshooting the CTS 500 Managing Hardware Setup Log in to the Cisco TelePresence System Administration window. Step 1 Choose Troubleshooting > Hardware Setup. Step 2 Click the Presentation Devices radio button. Step 3 Click Start in the Testing box. The Presentation Source buttons are activated.
  • Page 98: Troubleshooting Presentation Devices

    Presentation Devices, page 4-26 Multiple Input Devices The Cisco TelePresence System can display information from multiple input devices during a meeting. If multiple input devices are sending information, the alternate display shows the input from the last presentation device that sent information. If an input device image is not being seen on the projector screen, try the following: VGA devices—Unplug the device from the VGA cable, wait 5 seconds, and then plug the device...
  • Page 99 CTS primary unit. connector on the CTS primary unit. • Contact Cisco technical support if you are certain that the cabling is correct and power is applied to the system but no image is displayed. Projector or alternate display is •...
  • Page 100: Related Information

    The amount of time that it takes a device to shut down depends on your Cisco Unified CM configuration. Most CTS devices that support shut down in 10 to 15 seconds after the video signal is removed.
  • Page 101: Leds

    LEDs, the user is not sitting directly in front of the camera. This troubleshooting feature lets you view and change the current state of the LEDs. To test the LEDs, follow these steps: Step 1 Log in to the Cisco TelePresence System Administration window. Step 2 Choose Troubleshooting > Hardware Setup. Step 3 Click the Other Devices radio button.
  • Page 102: Digital Media Player

    The Digital Media Player (DMP) feature lets you select a secondary audio input source when you are not in a TelePresence call. To test the DMP, follow these steps: Step 1 Log in to the Cisco TelePresence System Administration window. Step 2 Choose Troubleshooting > Hardware Setup. Step 3 Click the DMP tab.
  • Page 103: Troubleshooting Other Devices

    • not playing during a call. When set to DMP, audio input is only active outside • of a call if DMP is active (during Cisco Unified Communications Manager-defined business hours). • Presentation fails to display This is expected behavior.
  • Page 104: Related Information

    IP address before capturing system log files. Use Log Files to view system operation (sysop) log files, Session Initiation Protocol (SIP) messages and log files from the Cisco TelePresence system. Click the appropriate tab at the top of the window to view the following information: •...
  • Page 105: Log Files

    Troubleshooting the CTS 500 Managing Log Files Log Files Use Log Files to retrieve log files from the Cisco TelePresence system. Log files can be retrieved from the CTS or from the phone. To manage log files, follow these steps: Choose Troubleshooting >...
  • Page 106: Sip Messages

    Step 6 Select the Capture new log files Capture New Log Files radio button. The following message appears: “Collecting Cisco TelePresence system log files. This may take several minutes. Please wait...” The File Download window appears prompting you to open or save the file. Click Save to send the...
  • Page 107 Choose the number of messages to view at one time from the Rows Per Page drop-down menu. You can use the First, Previous, Next, and Last buttons to navigate through the message list with the Navigating Long Lists option. You can also Generate Detailed Message Reports. Cisco TelePresence System Release 1.6 Administration Guide 4-35 OL-13676-05...
  • Page 108: Generate Detailed Message Reports

    SIP Response Categories, page 4-37 SIP Requests and Methods Table 4-9 summarizes the SIP requests and methods supported by the Cisco TelePresence System Administration software. The first column lists the RFC that describes the SIP request messages or method. Table 4-9...
  • Page 109: Navigating Long Lists

    Click Clear All to delete all error messages displayed. Step 5 Related Information For more information, see the following documentation: • Session Initiation Protocol (SIP) home page on Cisco.com. • Cisco TelePresence System Message Guide Cisco TelePresence System Release 1.6 Administration Guide 4-37 OL-13676-05...
  • Page 110: Testing Audio

    Troubleshooting the CTS 500 Testing Audio Testing Audio You can test the system audio in your meeting room and send the results to Cisco Systems technical support for analysis. Audio recordings can be made only while the CTS system is in a call.
  • Page 111: Related Information

    The CTS is reset to the software image as originally shipped. • All configuration settings are reset to the factory defaults. • If you select to reset the system to use factory defaults, check the Cisco IP telephone for messages during the reset procedure: Data in bold blue text indicates where the current system image is located for each codec in the •...
  • Page 112: Related Information

    Chapter 4 Troubleshooting the CTS 500 Managing Configuration Issues Related Information For more system troubleshooting information, see the Cisco TelePresence System Troubleshooting Guide on Cisco.com. Cisco TelePresence System Release 1.6 Administration Guide 4-40 OL-13676-05...
  • Page 113: Initiating System Restart

    Initiating System Restart Caution The system will restart immediately, even when a Cisco TelePresence call is in progress. To restart the system, follow these steps: Choose Troubleshooting > System Restart. The System Restart page appears and the current call status Step 1 is displayed.
  • Page 114: Troubleshooting Network Cabling

    Troubleshooting Network Cabling Troubleshooting Network Cabling For all Cisco TelePresence systems, the Cisco Unified IP phone is connected to the primary codec using an Ethernet cable (RJ-45 connector). An RJ-45 connector is also required for the following additional network connections: •...
  • Page 115: Where To Go Next

    Where to Go Next See the Chapter 10, “Monitoring the Cisco TelePresence System.” For information about system messages that may appear on the Cisco TelePresence system, see the Cisco TelePresence System Message Guide on the Cisco TelePresence Administration Software Error and System Messages home page on Cisco.com.
  • Page 116 Chapter 4 Troubleshooting the CTS 500 Where to Go Next Cisco TelePresence System Release 1.6 Administration Guide 4-44 OL-13676-05...
  • Page 117: Contents

    Contents You may want to periodically test system components using the hardware and software tests available in the Cisco TelePresence System (CTS) Administration Troubleshooting window. This chapter contains information about troubleshooting CTS 1000 hardware and software. You cannot perform diagnostics during an active Cisco TelePresence system call.
  • Page 118: Managing Hardware Setup

    Before You Begin Before you begin testing and troubleshooting your system, check the system displays. All of the Cisco TelePresence Administration application Hardware Setup features require the use of the displays in the meeting room. Therefore, we recommend the following: Verify that the displays work by using the Hardware Setup >...
  • Page 119: Troubleshooting The Cts 1000

    Chapter 5 Troubleshooting the CTS 1000 Managing Hardware Setup Figure 5-1 shows the Cisco TelePresence System administrative tools available to assist you with troubleshooting tasks. Figure 5-1 Troubleshooting Window CTS initial setup is also performed using the Hardware Setup fields. For information on how to configure...
  • Page 120: Selecting The Light Level

    This color temperature is sometimes expressed using terms such cool, warm, or daylight, but can be expressed more precisely in kelvins (K) as a numeric value. The following temperatures can be selected for adjusting the image on the Cisco TelePresence display screens: •...
  • Page 121: Adjusting Your Display

    Troubleshooting the CTS 1000 Managing Hardware Setup Adjusting Your Display To adjust a display, follow these steps: Log in to the Cisco TelePresence System Administration window. Step 1 Choose Troubleshooting > Hardware Setup. Step 2 Click the Displays radio button. A test image appears on the screen.
  • Page 122: Related Information

    Aligning the Camera, page 5-9 • Setting the Field Depth, page 5-13 • Calibrating the CTS 1000 Camera, page 5-14 • Saving Your Settings, page 5-15 • Attaching the Camera Hood, page 5-15 • Cisco TelePresence System Release 1.6 Administration Guide OL-13676-05...
  • Page 123 Assembling and Setting Up the Camera Targets The Cisco TelePresence System uses targets to set focus and camera alignment and to help with color balance. Two targets are used. This section describes how to assemble and set up the camera targets.
  • Page 124 On the edge of the table across from the wall, align the vertical line in the target with the center point in Step 9 the frame. Step 10 Fit the clamp ends of the target fixture over the table top and tighten the screws to secure. Cisco TelePresence System Release 1.6 Administration Guide OL-13676-05...
  • Page 125 Chapter 5 Troubleshooting the CTS 1000 Managing Hardware Setup Aligning the Camera To set the camera alignment using the Cisco TelePresence System Administration interface, follow these steps: Step 1 Log in to the Cisco TelePresence System Administration window. Step 2 Choose Troubleshooting >...
  • Page 126 • Tuning the Camera, page 5-11 • Setting the Camera Yaw, page 5-12 • Adjusting the Pan of the Camera, page 5-12 • Adjusting the Tilt of the Camera, page 5-13 Cisco TelePresence System Release 1.6 Administration Guide 5-10 OL-13676-05...
  • Page 127 Disable radio button in the 50 Hz Flicker Reduction field. Adjust the Focus Distance using the following as a guide: Step 7 Cisco TelePresence System Release 1.6 Administration Guide 5-11 OL-13676-05...
  • Page 128 Adjusting the Pan of the Camera The pan indicates the left-to-right movement along the x-axis. Pan is adjusted using the screw at the top of the camera plate. To adjust the pan angle, follow these steps: Cisco TelePresence System Release 1.6 Administration Guide 5-12 OL-13676-05...
  • Page 129 Place the small camera target on the tabletop four inches (10 centimeters) behind the microphone. Set up the large camera target as follows: Step 3 Remove it from the tabletop. Orient it so that the target side faces the camera. Cisco TelePresence System Release 1.6 Administration Guide 5-13 OL-13676-05...
  • Page 130 Note shipping in the original CTS 1000 setup kit. Calibrating the CTS 1000 Camera To calibrate the CTS 1000, follow these steps: Log in to the Cisco TelePresence System Administration window.: Step 1 Choose Troubleshooting > Hardware Setup Step 2 Click the Cameras radio button.
  • Page 131: Understanding Camera Setup Choices For Room Lighting

    Two adjacent windows (corner office configuration) Enable Two opposing windows Enable Windows on three sides Enable Windows on four sides Enable 1. Cisco recommends that you cover at least one of the windows. Cisco TelePresence System Release 1.6 Administration Guide 5-15 OL-13676-05...
  • Page 132: Troubleshooting Cameras

    Camera or display is broken. Contact Cisco technical support if you are certain that the cabling is correct, power is applied, and a display and camera test has been run, but no image is seen on the display.
  • Page 133: Troubleshooting Speakers

    Chapter 5 Troubleshooting the CTS 1000 Managing Hardware Setup Log in to the Cisco TelePresence System Administration window. Step 1 Choose Troubleshooting > Hardware Setup Step 2 Click the Speakers radio button. Step 3 Click Start to begin the speaker test.
  • Page 134: Related Information

    The number of audio meters that are shown on the test screen is determined by the number of Note microphones that have been configured in Cisco Unified Communications Manager (Cisco Unified CM) and the version of Cisco Unified CM that you are running.
  • Page 135: Troubleshooting Microphones

    • Lightly tap the microphone to see if sound registers. • Contact Cisco technical support if you are certain that the cabling is correct and power is applied to the system, but no sound registers on the microphone. Microphone icon with red pipe Microphone is not connected.
  • Page 136: Related Information

    PiP. This display is attached to the External Presentation Display HD video connection on the codec. See the Cisco TelePresence System 1000 Assembly, Use & Care, and Field-Replaceable Unit Guide for more information.
  • Page 137 • Checking the VGA, page 5-22 • • Checking the Document Camera, page 5-23 • Resetting the Projector, page 5-23 • Troubleshooting Presentation Devices, page 5-23 • Related Information, page 5-25 Cisco TelePresence System Release 1.6 Administration Guide 5-21 OL-13676-05...
  • Page 138: Checking The Test Pattern

    Troubleshooting the CTS 1000 Managing Hardware Setup Checking the Test Pattern To check the test pattern, follow these steps: Log in to the Cisco TelePresence System Administration window. Step 1 Choose Troubleshooting > Hardware Setup. Step 2 Click the Presentation Devices radio button.
  • Page 139: Checking The Document Camera

    • Multiple Input Devices The Cisco TelePresence System can display information from multiple input devices during a meeting. If multiple input devices are sending information, the projector displays the input from the last presentation device sending information. If an input device image is not being seen on the projector screen, try the following: VGA devices—Unplug the device from the VGA cable, wait 5 seconds, and then plug the device...
  • Page 140 CTS primary unit. primary unit. • Contact Cisco technical support if you are certain that the cabling is correct and power is applied to the system but no image is displayed. Projector is set up to receive PC •...
  • Page 141: Related Information

    The amount of time that it takes a device to shut down depends on your Cisco Unified CM configuration. Most CTS devices that support shut down in 10 to 15 seconds after the video signal is removed.
  • Page 142: Digital Media Player

    The Digital Media Player (DMP) feature lets you select a secondary audio input source when you are not in a TelePresence call. To test the DMP, follow these steps: Step 1 Log in to the Cisco TelePresence System Administration window. Choose Troubleshooting > Hardware Setup. Step 2 Click the DMP tab.
  • Page 143: Troubleshooting Other Devices

    • not playing during a call. When set to DMP, audio input is only active outside • of a call if DMP is active (during Cisco Unified Communications Manager-defined business hours). • Presentation fails to display This is expected behavior.
  • Page 144: Managing Log Files

    IP address before capturing system log files. Use Log Files to view system operation (sysop) log files, Session Initiation Protocol (SIP) messages and log files from the Cisco TelePresence system. Click the appropriate tab at the top of the window to view the following information: •...
  • Page 145 New Log Fils button. Figure 5-5 Downloading Log Files Step 4 If you select “Download existing log files” or “Capture new log files,” select a problem from the Select Problem Type drop-down menu: Cisco TelePresence System Release 1.6 Administration Guide 5-29 OL-13676-05...
  • Page 146: Sip Messages

    Step 6 Select the Capture new log files Capture New Log Files radio button. The following message appears: “Collecting Cisco TelePresence system log files. This may take several minutes. Please wait...” The File Download window appears prompting you to open or save the file. Click Save to send the...
  • Page 147: Related Sip Messages

    SIP Response Categories, page 5-32 SIP Requests and Methods Table 5-9 summarizes the SIP requests and methods supported by the Cisco TelePresence System Administration software. The first column lists the RFC that describes the SIP request messages or method. Table 5-9...
  • Page 148: Navigating Long Lists

    Click Clear All to delete all error messages displayed. Step 5 Related Information For more information, see the following documentation: Session Initiation Protocol (SIP) home page on Cisco.com. • Cisco TelePresence System Message Guide • Cisco TelePresence System Release 1.6 Administration Guide 5-32 OL-13676-05...
  • Page 149: Testing Audio

    Troubleshooting the CTS 1000 Testing Audio Testing Audio You can test the system audio in your meeting room and send the results to Cisco Systems technical support for analysis. Audio recordings can be made only while the CTS system is in a call.
  • Page 150: Related Information

    The CTS is reset to the software image as originally shipped. • All configuration settings are reset to the factory defaults. • If you select to reset the system to use factory defaults, check the Cisco IP telephone for messages during the reset procedure: Data in bold blue text indicates where the current system image is located for each codec in the •...
  • Page 151: Related Information

    Cisco TelePresence System Troubleshooting Guide on Cisco.com. Initiating System Restart The system will restart immediately, even when a Cisco TelePresence call is in progress. Caution To restart the system, follow these steps: Step 1 Choose Troubleshooting > System Restart. The System Restart page appears and the current call status is displayed.
  • Page 152: Troubleshooting Network Cabling

    Troubleshooting Network Cabling Troubleshooting Network Cabling For all Cisco TelePresence systems, the Cisco Unified IP phone is connected to the primary codec using an Ethernet cable (RJ-45 connector). An RJ-45 connector is also required for the following additional network connections: •...
  • Page 153: Where To Go Next

    Cisco.com. Where to Go Next Chapter 10, “Monitoring the Cisco TelePresence System.” For information about system messages that may appear on the Cisco TelePresence system, see the Cisco TelePresence System Message Guide on the Cisco TelePresence Administration Software Error and System Messages home page on Cisco.com.
  • Page 154 Chapter 5 Troubleshooting the CTS 1000 Where to Go Next Cisco TelePresence System Release 1.6 Administration Guide 5-38 OL-13676-05...
  • Page 155: Contents

    Contents You may want to periodically test system components using the hardware and software tests available in the Cisco TelePresence System (CTS) Administration Troubleshooting window. This chapter contains information about troubleshooting CTS 1100 hardware and software. You cannot perform diagnostics during an active Cisco TelePresence system call.
  • Page 156: Managing Hardware Setup

    Before You Begin Before you begin testing and troubleshooting your system, check the system displays. All of the Cisco TelePresence Administration application Hardware Setup features require the use of the displays in the meeting room. Therefore, we recommend the following: Verify that the displays work by using the Hardware Setup >...
  • Page 157: Troubleshooting The Cts 1100

    Chapter 6 Troubleshooting the CTS 1100 Managing Hardware Setup Figure 6-1 shows the Cisco TelePresence System administrative tools that are available to assist you with troubleshooting tasks. Figure 6-1 Troubleshooting Window Note CTS initial setup is also performed using the Hardware Setup fields. For information on how to configure CTS for the first time, see the Cisco TelePresence System 1100 Assembly, Use &...
  • Page 158: Selecting The Light Level

    This color temperature is sometimes expressed using terms such cool, warm, or daylight, but can be expressed more precisely in kelvins (K) as a numeric value. The following temperatures can be selected for adjusting the image on the Cisco TelePresence display screens: •...
  • Page 159: Troubleshooting Displays

    Web user interface to place the displays in test mode. Video cable is not connected. Contact Cisco technical support if you are certain that the cabling is correct and power is applied to the system, but no image is seen on the display.
  • Page 160: Testing The Cts 1100 Camera

    Place the small spirit level on top of the camera assembly and adjust the leveling screws behind the Step 2 camera cluster until the camera assembly is level, as shown in Figure 6-3. Cisco TelePresence System Release 1.5 Administrator Guide OL-13676-04...
  • Page 161 Raise the target supports on the front legs until they touch the lower part of the large camera target. Step 9 Raise and lower the front legs until the bottom of the camera target is 32 inches (81 cm) above the ground. Cisco TelePresence System Release 1.5 Administrator Guide OL-13676-04...
  • Page 162 32 inches 32 inches Positioning the Table and Starting the Calibration Procedure To correctly position the table and configure the Cisco TelePresence software for use with the CTS 1100 camera, follow these steps: Step 1 Position the table so that it fulfills the following requirements: •...
  • Page 163 Measure the distance between the corners of the easel and the corners of the display to make sure that the target is parallel to the display, as shown in Figure 6-6. Figure 6-6 Measuring the Distance between the Easel and Display Display Same distance Center participant sitting position camera target Cisco TelePresence System Release 1.5 Administrator Guide OL-13676-04...
  • Page 164 Chapter 6 Troubleshooting the CTS 1100 Managing Hardware Setup Step 3 Using a supported Internet browser, log in to the Cisco TelePresence System administration application. Step 4 Choose Troubleshooting > Hardware Setup Step 5 Click the Cameras radio button. The Camera Menu window appears, as shown in Figure 6-7.
  • Page 165 If the room uses outside lighting, or has any other conditions that could cause variable room lighting, click the Enable radio button. • If your room lighting is not variable, leave the default value. In the 50 Hz Flicker Reduction field, click the Disable radio button. Cisco TelePresence System Release 1.5 Administrator Guide 6-11 OL-13676-04...
  • Page 166 Focus ring Step 10 Center the red plus sign on the display inside the black plus sign on the target. Figure 6-10 shows the screws that you use to adjust the camera. Cisco TelePresence System Release 1.5 Administrator Guide 6-12 OL-13676-04...
  • Page 167 Adjust the camera zoom so that the black curved lines on each side of the target touch the edge of the display screen. After you adjust the zoom, make any required adjustments to the focus with the focus ring, as shown Figure 6-11. Cisco TelePresence System Release 1.5 Administrator Guide 6-13 OL-13676-04...
  • Page 168 When you focus a TelePresence system, you focus within a range of distances. The ranges are represented by small and large targets that you place in front of the camera. To focus the camera, follow these steps from the Cisco TelePresence administration application: Step 1 In the CTS Administration application, click the Center radio button.
  • Page 169 Twist the focus ring counter-clockwise until the red and green bars extend as far as they can go across the bottom of the screen. Continue to twist the focus ring until the red and green bars are approximately the same length. Cisco TelePresence System Release 1.5 Administrator Guide 6-15 OL-13676-04...
  • Page 170 For more information about testing and troubleshooting the CTS 1000, see the Setting Up the Camera section in the Cisco TelePresence 1100 Assembly, Use & Care, and Field-Replacement Unit Guide. Attaching the Camera Lens and Hood To attach the camera lens and hood, follow these steps:...
  • Page 171: Understanding Camera Setup Choices For Room Lighting

    Two adjacent windows (corner office configuration) Enable Two opposing windows Enable Windows on three sides Enable Windows on four sides Enable 1. Cisco recommends that you cover at least one of the windows. Cisco TelePresence System Release 1.5 Administrator Guide 6-17 OL-13676-04...
  • Page 172: Troubleshooting Cameras

    Camera or display is broken. Contact Cisco technical support if you are certain that the cabling is correct, power is applied, and a display and camera test has been run, but no image is seen on the display.
  • Page 173: Testing Speakers

    Related Information, page 6-20 • Testing the Speakers To test the speakers, follow these steps: Step 1 Log in to the Cisco TelePresence System Administration window. Step 2 Choose Troubleshooting > Hardware Setup Step 3 Click the Speakers radio button.
  • Page 174: Related Information

    The number of audio meters that are shown on the test screen is determined by the number of Note microphones that have been configured in Cisco Unified Communications Manager (Cisco Unified CM) and the version of Cisco Unified CM that you are running.
  • Page 175: Troubleshooting Microphones

    Lightly tap the microphone to see if sound • registers. Contact Cisco technical support if you are certain • that the cabling is correct and power is applied to the system, but no sound registers on the microphone.
  • Page 176: Related Information

    Related Information For more information about setting up and testing presentation devices, see the Cisco TelePresence System 1100 Assembly, Use & Care, and Field Replacement Unit Guide. For more system troubleshooting information, see the Cisco TelePresence System Troubleshooting Guide on Cisco.com.
  • Page 177: Testing Presentation Devices

    Checking the Test Pattern, page 6-24 Checking the VGA, page 6-24 • • Checking the Document Camera, page 6-25 • Resetting the Projector, page 6-25 • Troubleshooting Presentation Devices, page 6-25 • Related Information, page 6-22 Cisco TelePresence System Release 1.5 Administrator Guide 6-23 OL-13676-04...
  • Page 178: Checking The Test Pattern

    Troubleshooting the CTS 1100 Managing Hardware Setup Checking the Test Pattern To check the test pattern, follow these steps: Log in to the Cisco TelePresence System Administration window. Step 1 Choose Troubleshooting > Hardware Setup. Step 2 Click the Presentation Devices radio button.
  • Page 179: Checking The Document Camera

    • Multiple Input Devices The Cisco TelePresence System can display information from multiple input devices during a meeting. If multiple input devices are sending information, the projector displays the input from the last presentation device sending information. If an input device image is not being seen on the projector screen, try the following: VGA devices—Unplug the device from the VGA cable, wait 5 seconds, and then plug the device...
  • Page 180 CTS primary unit. primary unit. • Contact Cisco technical support if you are certain that the cabling is correct and power is applied to the system but no image is displayed. Projector is set up to receive PC •...
  • Page 181: Related Information

    The amount of time that it takes a device to shut down depends on your Cisco Unified CM configuration. Most CTS devices that support shut down in 10 to 15 seconds after the video signal is removed.
  • Page 182: Testing Other Devices

    CTS to get more complete projector status information and to restores projector defaults. To test the ACU, follow these steps: Log in to the Cisco TelePresence System Administration window. Step 1 Step 2 Choose Troubleshooting > Hardware Setup.
  • Page 183: Digital Media Player

    Find the Cisco Unified IP phone that controls your Cisco TelePresence system by clicking Find. Step 4 Click the hypertext link next to the phone that controls your Cisco TelePresence System to select it. Step 5 In the Optional Hardware box, click the Auxiliary Control Unit radio button.
  • Page 184: Troubleshooting Other Devices

    • not playing during a call. • When set to DMP, audio input is only active outside of a call if DMP is active (during Cisco Unified Communications Manager-defined business hours). Cisco TelePresence System Release 1.5 Administrator Guide 6-30 OL-13676-04...
  • Page 185: Related Information

    The amount of time that it takes a device to shut down depends on your Cisco Unified CM configuration. Most CTS devices that support shut down in 10 to 15 seconds after the video signal is removed.
  • Page 186: Managing Log Files

    IP address before capturing system log files. Use Log Files to view system operation (sysop) log files, Session Initiation Protocol (SIP) messages and log files from the Cisco TelePresence system. Click the appropriate tab at the top of the window to view the following information: •...
  • Page 187 – Video (displays, cameras) – Projector, alternate display, LCD, document camera Phone – Recording – Other/Unknown – Figure 6-17 shows the problem types that you can select when downloading log files. Cisco TelePresence System Release 1.5 Administrator Guide 6-33 OL-13676-04...
  • Page 188: Sip Messages

    Please wait...” Step 6 Select the Capture new log files Capture New Log Files radio button. The following message appears: “Collecting Cisco TelePresence system log files. This may take several minutes. Please wait...” Step 7 The File Download window appears prompting you to open or save the file. Click Save to send the gzip file to Cisco technicians to help solve the problem.
  • Page 189: Related Sip Messages

    SIP Response Categories, page 6-36 SIP Requests and Methods Table 6-9 summarizes the SIP requests and methods supported by the Cisco TelePresence System Administration software. The first column lists the RFC that describes the SIP request messages or method. Table 6-9...
  • Page 190: Navigating Long Lists

    Click Clear All to delete all error messages displayed. Step 5 Related Information For more information, see the following documentation: Session Initiation Protocol (SIP) home page on Cisco.com. • Cisco TelePresence System Message Guide • Cisco TelePresence System Release 1.5 Administrator Guide 6-36 OL-13676-04...
  • Page 191: Testing Audio

    Troubleshooting the CTS 1100 Testing Audio Testing Audio You can test the system audio in your meeting room and send the results to Cisco Systems technical support for analysis. Audio recordings can be made only while the CTS system is in a call.
  • Page 192: Related Information

    The CTS is reset to the software image as originally shipped. • All configuration settings are reset to the factory defaults. • If you select to reset the system to use factory defaults, check the Cisco IP telephone for messages during the reset procedure: Data in bold blue text indicates where the current system image is located for each codec in the •...
  • Page 193: Related Information

    Cisco TelePresence System Troubleshooting Guide on Cisco.com. Initiating System Restart The system will restart immediately, even when a Cisco TelePresence call is in progress. Caution To restart the system, follow these steps: Step 1 Choose Troubleshooting > System Restart. The System Restart page appears and the current call status is displayed.
  • Page 194: Troubleshooting Network Cabling

    Troubleshooting Network Cabling Troubleshooting Network Cabling For all Cisco TelePresence systems, the Cisco Unified IP phone is connected to the primary codec using an Ethernet cable (RJ-45 connector). An RJ-45 connector is also required for the following additional network connections: •...
  • Page 195: Where To Go Next

    Cisco.com. Where to Go Next Chapter 10, “Monitoring the Cisco TelePresence System.” For information about system messages that may appear on the Cisco TelePresence system, see the Cisco TelePresence System Message Guide on the Cisco TelePresence Administration Software Error and System Messages home page on Cisco.com.
  • Page 196 Chapter 6 Troubleshooting the CTS 1100 Where to Go Next Cisco TelePresence System Release 1.5 Administrator Guide 6-42 OL-13676-04...
  • Page 197: Troubleshooting The Cts 1300

    Contents You may want to periodically test system components using the hardware and software tests available in the Cisco TelePresence System (CTS) Administration Troubleshooting window. This chapter contains information about troubleshooting CTS 1300 hardware and software. You cannot perform diagnostics during an active Cisco TelePresence system call.
  • Page 198: Managing Hardware Setup

    Before You Begin Before you begin testing and troubleshooting your system, check the system displays. All of the Cisco TelePresence Administration application Hardware Setup features require the use of the displays in the meeting room. Therefore, we recommend the following: Verify that the displays work by using the Hardware Setup >...
  • Page 199: Configuring The Cts 1300 Table

    Before you can set up the cameras in a Cisco TelePresence System 1300 (CTS 1300) conference room, the Cisco TelePresence System (CTS) software needs to know the size and shape of the table in the room. On the CTS 1300 administration page, a drop-down menu is provided that allows you to specify the shape of the table in the room and where participants will be seated.
  • Page 200 The table must be a minimum of 7 feet wide and 9 feet long. Figure 7-2 Cisco CTS 1300 Table Configuration Menu To specify the shape of the table in the room, follow these steps: Log in to the Cisco TelePresence System Administration window. Step 1 Choose Troubleshooting > Hardware Setup. Step 2 Click the Configuration radio button.
  • Page 201: Managing Displays

    Click Apply to select a new table size or Reset to return to the original table size. Step 6 Click Stop to end the test. Step 7 If you log out of the Cisco TelePresence Administration interface at any time during the camera testing Note procedure, you must re-select the table type. Managing Displays A display is set up successfully when the color on the display has been adjusted for the lighting in the meeting room.
  • Page 202: Adjusting Your Display

    Troubleshooting the CTS 1300 Managing Hardware Setup Adjusting Your Display To adjust a display, follow these steps: Log in to the Cisco TelePresence System Administration window. Step 1 Choose Troubleshooting > Hardware Setup. Step 2 Click the Displays radio button. A test image appears on the screen.
  • Page 203: Related Information

    Step 5 in the “Positioning the Table and Starting the Calibration Procedure” section on page 7-51. Use the information in the following sections to set up the CTS 1300 camera for testing: Cisco TelePresence System Release 1.6 Administration Guide OL-13676-04...
  • Page 204 Remove the camera cover by removing the four black plastic screws on the top and bottom of the camera Step 1 assembly, as shown in Figure 7-3. Cisco TelePresence System Release 1.6 Administration Guide OL-13676-04...
  • Page 205 Chapter 7 Troubleshooting the CTS 1300 Managing Hardware Setup Figure 7-3 Removing the Camera Cover Cover release Cover screws release screws Cover release screws Cisco TelePresence System Release 1.6 Administration Guide OL-13676-04...
  • Page 206 Figure 7-4. Figure 7-4 Leveling the Camera Assembly Level Cluster rotation Cluster screw rotation screw Cisco TelePresence System Release 1.6 Administration Guide 7-10 OL-13676-04...
  • Page 207 Raise the target supports on the front legs until they touch the lower part of the large camera target. Step 9 Raise and lower the front legs until the bottom of the camera target is 32 inches above the ground. Figure 7-6 shows the completed camera target and easel. Cisco TelePresence System Release 1.6 Administration Guide 7-11 OL-13676-04...
  • Page 208 Configuring the CTS 1300 for Use With a Short Racetrack Table, page 7-33 Note Use the short racetrack camera procedure when two of the six participants directly face the display, and the other four participants sit at an angle to the display. Cisco TelePresence System Release 1.6 Administration Guide 7-12 OL-13676-04...
  • Page 209 Focusing the Left Camera, page 7-30 Positioning the Table and Starting the Calibration Procedure To correctly position the table and configure the Cisco TelePresence software for use with the CTS 1300 cameras, follow these steps: Position the table so that there is a minimum of 44 inches between the display and the front of the table,...
  • Page 210 6 feet minimum, minimum 12 feet maximum, 8 feet recommended 30 inches Figure 7-8 Wide Rectangular Table Positioning 44 inches 6 feet minimum, minimum 12 feet maximum, 8 feet recommended 30 inches Cisco TelePresence System Release 1.6 Administration Guide 7-14 OL-13676-04...
  • Page 211 7-11, making sure that the bottom of the target is 32 inches above the ground. Step 5 Log in to the Cisco TelePresence System Administration window. Step 6 Select the table type by completing the following steps: Choose Troubleshooting > Hardware Setup.
  • Page 212 – Long Racetrack table Click Apply. Note If you log out of the Cisco TelePresence Administration interface at any time during the camera testing procedure, you must re-select the table type. Step 7 Choose Troubleshooting > Hardware Setup. Step 8 Click the Cameras radio button.
  • Page 213 • lighting, click the Enable radio button. If your room lighting is not variable, leave the default value. • In the 50 Hz Flicker Reduction field, click the Disable radio button. Cisco TelePresence System Release 1.6 Administration Guide 7-17 OL-13676-04...
  • Page 214 Center participant Alignment Alignment sitting position marker marker camera target Return to the Cisco TelePresence System Administration window and choose Troubleshooting > Step 3 Hardware Setup. Click the Cameras radio button. Step 4 Click the Center radio button. Step 5 Click Show Camera Target.
  • Page 215 Use the top two screws for left and right adjustment. • • The lower screw for up and down adjustment. • The screws in the middle for adjustments on the horizontal plane (rotational). Cisco TelePresence System Release 1.6 Administration Guide 7-19 OL-13676-04...
  • Page 216 Adjust the camera zoom so that the black curved lines on each side of the target touch the edge of the display screen, as shown in Figure 7-15. After you adjust the zoom, make any required adjustments to the focus with the focus ring. Cisco TelePresence System Release 1.6 Administration Guide 7-20 OL-13676-04...
  • Page 217 Slide the large camera target to the right five feet so that the left edge of the target is lined up with the tape marker that you placed on the table in the “Calibrating the Center Camera” section on page 7-18. Cisco TelePresence System Release 1.6 Administration Guide 7-21 OL-13676-04...
  • Page 218 Alignment sitting position marker camera target Step 2 Click the Right radio button in the Cisco TelePresence Administration window. Step 3 Click Show Camera Target. Step 4 Focus the right camera by completing the following steps: Loosen the focus ring thumbscrew on the lens of the center camera.
  • Page 219 Adjust the camera zoom so that the black curved line on the right of the target touches the right edge of the display screen, as shown in Figure 7-19. After you adjust the zoom, make any required adjustments to the focus with the focus ring. Cisco TelePresence System Release 1.6 Administration Guide 7-23 OL-13676-04...
  • Page 220 Slide the large camera target to the left 10 feet so that the right edge of the target is lined up with the Step 1 tape marker that you placed on the table in the “Calibrating the Center Camera” section on page 7-18. Figure 7-20 shows placement of the left camera target. Cisco TelePresence System Release 1.6 Administration Guide 7-24 OL-13676-04...
  • Page 221 Alignment sitting position marker camera target Step 2 In the Cisco TelePresence Administration window, click the Left radio button. Step 3 Click Show Camera Target. Step 4 Focus the left camera by completing the following steps: Loosen the focus ring thumbscrew on the lens of the center camera.
  • Page 222 Adjust the camera zoom so that the black curved line on the left of the target touches the left edge of the display screen, as shown in Figure 7-23. After you adjust the zoom, make any required adjustments to the focus with the focus ring. Cisco TelePresence System Release 1.6 Administration Guide 7-26 OL-13676-04...
  • Page 223 Step 5 in the “Positioning the Table and Starting the Calibration Procedure” section on page 7-51. In the Cisco TelePresence Administration window, click the Center radio button. Step 1 Step 2 Click the Setup button located below the center screen icon.
  • Page 224 The red and green bars do not have to be exactly the same length, but get them as close as you can. When the bars are roughly the same length, the camera is focused. Without moving the focus ring, tighten its thumbscrew. Cisco TelePresence System Release 1.6 Administration Guide 7-28 OL-13676-04...
  • Page 225 “Positioning the Table and Starting the Calibration Procedure” section on page 7-51. To focus the right camera, follow these steps: Step 1 In the Cisco TelePresence Administration window, click the Right radio button. Step 2 Click the Setup button that is located below the center screen icon. Step 3 Click Show Focus Targets.
  • Page 226 7-51. To focus the left camera, follow these steps: Step 1 In the Cisco TelePresence Administration window, click the Right radio button. Step 2 Click the Setup button that is located below the center screen icon. Cisco TelePresence System Release 1.6 Administration Guide...
  • Page 227 Continue to twist the focus ring until the red and green bars are approximately the same length. See Figure 7-26 to view the approximate horizontal bar alignment. When the bars are roughly the same length, the camera is focused. Cisco TelePresence System Release 1.6 Administration Guide 7-31 OL-13676-04...
  • Page 228 Attaching the Foam Lens Covers to the Camera Lenses Replace the camera cover onto the camera cluster, then tighten the cover release screws to secure the Step 2 cover to the camera, as shown in Figure 7-28. Cisco TelePresence System Release 1.6 Administration Guide 7-32 OL-13676-04...
  • Page 229 Calibrating the Right Camera, page 7-39 • Calibrating the Left Camera, page 7-42 • Focusing the Center Camera, page 7-45 • Focusing the Right Camera, page 7-47 • Focusing the Left Camera, page 7-48 Cisco TelePresence System Release 1.6 Administration Guide 7-33 OL-13676-04...
  • Page 230 Managing Hardware Setup Positioning the Table and Starting the Calibration Procedure To correctly position the table and configure the Cisco TelePresence software for use with the CTS 1300 cameras, follow these steps: Position the table so that there is a minimum of 44 inches between the display and the front of the table, Step 1 and make sure that the sides of the table are evenly positioned on each side of the CTS 1300.
  • Page 231 If the room uses outside lighting, or has any other conditions that could cause variable room lighting, click the Enable radio button. • If your room lighting is not variable, leave the default value. In the 50 Hz Flicker Reduction field, click the Disable radio button. Cisco TelePresence System Release 1.6 Administration Guide 7-35 OL-13676-04...
  • Page 232 Center participant marker marker sitting position camera target Step 3 Return to the Cisco TelePresence System Administration page and choose Troubleshooting > Hardware Setup > Cameras. Step 4 Click the Center radio button. Cisco TelePresence System Release 1.6 Administration Guide 7-36...
  • Page 233 Use the top two screws for left and right adjustment. • The lower screw for up and down adjustment. • The screws in the middle for adjustments on the horizontal plane (rotational). Cisco TelePresence System Release 1.6 Administration Guide 7-37 OL-13676-04...
  • Page 234 Adjust the camera zoom so that the black curved lines on each side of the target touch the edge of the display screen, as shown in Figure 7-34. After you adjust the zoom, make any required adjustments to the focus with the focus ring. Cisco TelePresence System Release 1.6 Administration Guide 7-38 OL-13676-04...
  • Page 235 The directions left and right refer to the assembly as you face the display. Note Move the large camera target to the far corner of the racetrack table, as shown in Figure 7-35. Step 1 Cisco TelePresence System Release 1.6 Administration Guide 7-39 OL-13676-04...
  • Page 236 Display Right participant sitting position Alignment camera target marker In the Cisco TelePresence Administration window, click the Right radio button. Step 2 Step 3 Click Show Camera Target. Step 4 Focus the right camera by completing the following steps: Loosen the focus ring thumbscrew on the lens of the center camera.
  • Page 237 Because of the position of the target, the target appears smaller and not parallel to the camera. Note This view is normal. Participants will appear lifelike after you complete the testing procedure. Cisco TelePresence System Release 1.6 Administration Guide 7-41 OL-13676-04...
  • Page 238 The directions left and right refer to the assembly as you face the display. Note Step 1 Move the large camera target to the far left corner of the table, as shown in Figure 7-39. Cisco TelePresence System Release 1.6 Administration Guide 7-42 OL-13676-04...
  • Page 239 Display Left participant sitting position Alignment camera target marker In the Cisco TelePresence Administration window, click the Left radio button. Step 2 Step 3 Click Show Camera Target. Step 4 Focus the left camera by completing the following steps: Loosen the focus ring thumbscrew on the lens of the center camera.
  • Page 240 Because of the position of the target, the target appears smaller and not parallel to the camera. This view is normal. Participants will appear lifelike after you complete the testing procedure. After you adjust the zoom, make any required adjustments to the focus with the focus ring. Cisco TelePresence System Release 1.6 Administration Guide 7-44 OL-13676-04...
  • Page 241 “Positioning the Table and Starting the Calibration Procedure” section on page 7-51. In the Cisco TelePresence Administration window, click the Center radio button. Step 1 Step 2 Click the Setup button that is located below the center screen icon.
  • Page 242 The red and green bars do not have to be exactly the same length, but get them as close as you can. Figure 7-43 Horizontal Bars and Focusing Targets rectangle Large target Small target Green rectangle Red and green horizontal bars Without moving the focus ring, tighten its thumbscrew. Cisco TelePresence System Release 1.6 Administration Guide 7-46 OL-13676-04...
  • Page 243 “Positioning the Table and Starting the Calibration Procedure” section on page 7-51. In the Cisco TelePresence Administration window, click the Right radio button. Step 1 Click the Setup button that is located below the center screen icon. Step 2 Click Show Focus Targets.
  • Page 244 “Positioning the Table and Starting the Calibration Procedure” section on page 7-51. In the Cisco TelePresence Administration window, click the Left radio button. Step 1 Click the Setup button that is located below the center screen icon. Step 2 Step 3 Click Show Focus Targets.
  • Page 245 Saving Your Settings When you have configured all your settings, follow these steps: Click Apply to register new or modified settings. Step 1 Step 2 Click Reset to restore the original settings. Cisco TelePresence System Release 1.6 Administration Guide 7-49 OL-13676-04...
  • Page 246 For more information about testing and troubleshooting the CTS 1300, see the Setting Up the Camera section in the First-Time Setup chapter of the Cisco TelePresence 1300 Assembly, Use & Care, and Field-Replacement Unit Guide. Replacing the Camera Cover Place the foam lens covers onto the camera lenses, as shown in Figure 7-46.
  • Page 247 Focusing the Left Camera, page 7-67 Positioning the Table and Starting the Calibration Procedure To correctly position the table and configure the Cisco TelePresence software for use with the CTS 1300 cameras, follow these steps. Cisco TelePresence System Release 1.6 Administration Guide...
  • Page 248 7-11, making sure that the bottom of the target is 32 inches above the ground. Using a supported Internet browser, log in to the Cisco TelePresence System administration GUI. Step 4 Select the correct table type by completing the following steps: Step 5 Navigate to Troubleshooting >...
  • Page 249 If the room uses outside lighting, or has any other conditions that could cause variable room lighting, click the Enable radio button. If your room lighting is not variable, leave the default value. • Cisco TelePresence System Release 1.6 Administration Guide 7-53 OL-13676-04...
  • Page 250 Center participant sitting position camera target Return to the Cisco TelePresence System administration GUI and navigate to Troubleshooting > Step 3 Hardware Setup > Cameras. If you logged out of the GUI, you must re-select the correct table type after you log in; otherwise, you Note could configure your system for the incorrect table type.
  • Page 251 The camera lens has two adjustment rings, one for focus and one for zoom. The focus ring is on Note the inside. Figure 7-51 Location of Focus and Zoom Ring Zoom ring Focus ring Cisco TelePresence System Release 1.6 Administration Guide 7-55 OL-13676-04...
  • Page 252 Adjust the camera zoom so that the black curved lines on each side of the target touch the edge of the display screen. After you adjust the zoom, make any required adjustments to the focus with the focus ring. Cisco TelePresence System Release 1.6 Administration Guide 7-56 OL-13676-04...
  • Page 253 Step 5 in the “Positioning the Table and Starting the Calibration Procedure” section on page 7-51. Note The directions left and right refer to the assembly as you face the display. Cisco TelePresence System Release 1.6 Administration Guide 7-57 OL-13676-04...
  • Page 254 Center participant sitting position camera target Position the target to that it is parallel with the wall. In the Cisco TelePresence administrative GUI, click the Right radio button. Step 2 Click Show Camera Target. Step 3 Focus the right camera by completing the following steps: Step 4 Loosen the focus ring thumbscrew on the lens of the center camera.
  • Page 255 The lower screw provides up and down adjustment. Use a 2.5 mm Allen wrench for this screw. • The screws in the middle adjust the camera rotation. Use a 3 mm Allen wrench for these screws. Cisco TelePresence System Release 1.6 Administration Guide 7-59 OL-13676-04...
  • Page 256 Because of the position of the target, the target appears smaller and not parallel to the camera. This view is normal. Participants will appear lifelike after you complete the first-time setup procedure. Cisco TelePresence System Release 1.6 Administration Guide 7-60 OL-13676-04...
  • Page 257 Figure 7-54 for the location of the left target. Position the target to that it is parallel with the wall. Step 2 In the Cisco TelePresence administrative GUI, click the Left radio button. Step 3 Click Show Camera Target. Step 4 Cisco TelePresence System Release 1.6 Administration Guide...
  • Page 258 The camera lens has two adjustment rings, one for focus and one for zoom. The focus ring is on Note the inside. Figure 7-58 Location of Focus and Zoom Ring Zoom ring Focus ring Cisco TelePresence System Release 1.6 Administration Guide 7-62 OL-13676-04...
  • Page 259 Center the black cross on the target with the red cross on the display screen. After you adjust the zoom, make any required adjustments to the focus with the focus ring. Cisco TelePresence System Release 1.6 Administration Guide 7-63 OL-13676-04...
  • Page 260 “Positioning the Table and Starting the Calibration Procedure” section on page 7-51. In the Cisco TelePresence administrative GUI, click the Center radio button. Step 1 Step 2 Click the Setup button that is located below the center screen icon.
  • Page 261 The red and green bars do not have to be exactly the same length; get them as close as you can. Figure 7-61 Horizontal Bars and Focusing Targets rectangle Large target Small target Green rectangle Red and green horizontal bars Cisco TelePresence System Release 1.6 Administration Guide 7-65 OL-13676-04...
  • Page 262 “Positioning the Table and Starting the Calibration Procedure” section on page 7-51. In the Cisco TelePresence administrative GUI, click the Right radio button. Step 1 Click the Setup button that is located below the center screen icon. Step 2 Step 3 Click Show Focus Targets.
  • Page 263 “Positioning the Table and Starting the Calibration Procedure” section on page 7-51. In the Cisco TelePresence administrative GUI, click the Right radio button. Step 1 Click the Setup button that is located below the center screen icon. Step 2 Click Show Focus Targets.
  • Page 264 When the bars are roughly the same length, the camera is focused. Without moving the focus ring, tighten its thumbscrew. Step 7 Click Done to complete the left camera focusing procedure. Step 8 Place the foam lens covers onto the camera lenses. Cisco TelePresence System Release 1.6 Administration Guide 7-68 OL-13676-04...
  • Page 265 Chapter 7 Troubleshooting the CTS 1300 Managing Hardware Setup Figure 7-64 Attaching the Foam Lens Covers to the Camera Lenses Cisco TelePresence System Release 1.6 Administration Guide 7-69 OL-13676-04...
  • Page 266 Focusing the Left Camera, page 7-85 • Positioning the Table and Starting the Calibration Procedure To correctly position the table and configure the Cisco TelePresence software for use with the CTS 1300 cameras, follow these steps. Cisco TelePresence System Release 1.6 Administration Guide...
  • Page 267 7-11, making sure that the bottom of the target is 32 inches above the ground. Step 4 Using a supported Internet browser, log in to the Cisco TelePresence System administration GUI. Select the correct table type by completing the following steps: Step 5 Navigate to Troubleshooting >...
  • Page 268 If the room uses outside lighting, or has any other conditions that could cause variable room lighting, click the Enable radio button. If your room lighting is not variable, leave the default value. • Cisco TelePresence System Release 1.6 Administration Guide 7-72 OL-13676-04...
  • Page 269 Measure the distance between the corners of the easel and the corners of the display to make sure that Step 2 the target is parallel to the display. Return to the Cisco TelePresence System administration GUI and navigate to Troubleshooting > Step 3 Hardware Setup > Cameras.
  • Page 270 Chapter 7 Troubleshooting the CTS 1300 Managing Hardware Setup Figure 7-68 Location of Focus and Zoom Ring Zoom ring Focus ring Cisco TelePresence System Release 1.6 Administration Guide 7-74 OL-13676-04...
  • Page 271 Adjust the camera zoom so that the black curved lines on each side of the target touch the edge of the display screen. After you adjust the zoom, make any required adjustments to the focus with the focus ring. Cisco TelePresence System Release 1.6 Administration Guide 7-75 OL-13676-04...
  • Page 272 The directions left and right refer to the assembly as you face the display. Note Move the large camera target 86 inches (218 cm) from the display, and 18 inches (46 cm) overhanging Step 1 the table on the right side. Cisco TelePresence System Release 1.6 Administration Guide 7-76 OL-13676-04...
  • Page 273 The positioning for a square table is the same as the positioning for a round table. Position the target to that it is parallel with the wall. In the Cisco TelePresence administrative GUI, click the Right radio button. Step 2 Step 3 Click Show Camera Target.
  • Page 274 Center the black cross on the target with the red cross on the display screen. • After you adjust the zoom, make any required adjustments to the focus with the focus ring. Cisco TelePresence System Release 1.6 Administration Guide 7-78 OL-13676-04...
  • Page 275 “Positioning the Table and Starting the Calibration Procedure” section on page 7-51. Step 1 Move the large camera target 86 inches (218 cm) from the display, and 18 inches (46 cm) overhanging the table on the left side. Cisco TelePresence System Release 1.6 Administration Guide 7-79 OL-13676-04...
  • Page 276 The positioning for a square table is the same as the positioning for a round table. Position the target to that it is parallel with the wall. In the Cisco TelePresence administrative GUI, click the Left radio button. Step 2 Step 3 Click Show Camera Target.
  • Page 277 Center the black cross on the target with the red cross on the display screen. After you adjust the zoom, make any required adjustments to the focus with the focus ring. Cisco TelePresence System Release 1.6 Administration Guide 7-81 OL-13676-04...
  • Page 278 “Positioning the Table and Starting the Calibration Procedure” section on page 7-51. In the Cisco TelePresence administrative GUI, click the Center radio button. Step 1 Step 2 Click the Setup button that is located below the center screen icon.
  • Page 279 The red and green bars do not have to be exactly the same length; get them as close as you can. Figure 7-77 Horizontal Bars and Focusing Targets rectangle Large target Small target Green rectangle Red and green horizontal bars Cisco TelePresence System Release 1.6 Administration Guide 7-83 OL-13676-04...
  • Page 280 “Positioning the Table and Starting the Calibration Procedure” section on page 7-51. In the Cisco TelePresence administrative GUI, click the Right radio button. Step 1 Click the Setup button that is located below the center screen icon. Step 2 Step 3 Click Show Focus Targets.
  • Page 281 “Positioning the Table and Starting the Calibration Procedure” section on page 7-51. In the Cisco TelePresence administrative GUI, click the Right radio button. Step 1 Click the Setup button that is located below the center screen icon. Step 2 Click Show Focus Targets.
  • Page 282 When the bars are roughly the same length, the camera is focused. Without moving the focus ring, tighten its thumbscrew. Step 7 Click Done to complete the left camera focusing procedure. Step 8 Place the foam lens covers onto the camera lenses. Cisco TelePresence System Release 1.6 Administration Guide 7-86 OL-13676-04...
  • Page 283 Chapter 7 Troubleshooting the CTS 1300 Managing Hardware Setup Figure 7-80 Attaching the Foam Lens Covers to the Camera Lenses Cisco TelePresence System Release 1.6 Administration Guide 7-87 OL-13676-04...
  • Page 284 Conference participants should be seated in an area that is completely within the field of view of one of the three cameras. To ensure this requirement, Cisco provides you with Seat Alignment Guides. After you set up the cameras, you place these guides on the table; these guides show the field of view for each camera.
  • Page 285 Edge of camera view, right camera • Note If your table is narrow (for example, if you use a square or round table), omit the two markings on the outer edges. Cisco TelePresence System Release 1.6 Administration Guide 7-89 OL-13676-04...
  • Page 286 Using a 1/4-inch drill bit, drill a 1.125 inch deep hole into the center of each tape cross. Remove the tape. Screw the seat alignment guide anchor into the hole that you drilled, using the key that is included with the anchor. Cisco TelePresence System Release 1.6 Administration Guide 7-90 OL-13676-04...
  • Page 287: Understanding Camera Setup Choices For Room Lighting

    Two opposing windows Enable Windows on three sides Enable Windows on four sides Enable 1. Cisco recommends that you cover at least one of the windows. Troubleshooting Cameras Use the information in Table 7-3 to troubleshoot problems with cameras. Table 7-3...
  • Page 288: Related Information

    Camera or display is broken. Contact Cisco technical support if you are certain that the cabling is correct, power is applied, and a display and camera test has been run, but no image is seen on the display.
  • Page 289: Troubleshooting Speakers

    Chapter 7 Troubleshooting the CTS 1300 Managing Hardware Setup Log in to the Cisco TelePresence System Administration window. Step 1 Choose Troubleshooting > Hardware Setup Step 2 Click the Speakers radio button. Step 3 Click Start to begin the speaker test.
  • Page 290: Testing Microphones On The Cts 1300

    The number of audio meters that are shown on the test screen is determined by the number of Note microphones that have been configured in Cisco Unified Communications Manager (Cisco Unified CM) and the version of Cisco Unified CM that you are running.
  • Page 291: Troubleshooting Microphones

    • Lightly tap the microphone to see if sound registers. • Contact Cisco technical support if you are certain that the cabling is correct and power is applied to the system, but no sound registers on the microphone. Microphone icon with red pipe Microphone is not connected.
  • Page 292: Related Information

    Related Information For more information about setting up and testing presentation devices, see the Cisco TelePresence System 1300 Assembly, Use & Care, and Field Replacement Unit Guide. For more system troubleshooting information, see the Cisco TelePresence System Troubleshooting Guide on Cisco.com.
  • Page 293: Testing Presentation Devices

    Chapter 7 Troubleshooting the CTS 1300 Managing Hardware Setup Log in to the Cisco TelePresence System. Step 1 Navigate to Troubleshooting > Hardware Setup > Presentation Devices. Step 2 Click the Test Pattern radio button. Step 3 Click Start to begin the test.
  • Page 294: Checking The Test Pattern

    Troubleshooting the CTS 1300 Managing Hardware Setup Checking the Test Pattern To check the test pattern, follow these steps: Log in to the Cisco TelePresence System Administration window. Step 1 Choose Troubleshooting > Hardware Setup. Step 2 Click the Presentation Devices radio button.
  • Page 295: Resetting The Projector

    Presentation Devices, page 7-99 Multiple Input Devices The Cisco TelePresence System can display information from multiple input devices during a meeting. If multiple input devices are sending information, the projector displays the input from the last presentation device sending information. If an input device image is not being seen on the projector screen, try the following: VGA devices—Unplug the device from the VGA cable, wait 5 seconds, and then plug the device...
  • Page 296 The amount of time that it takes a device to shut down depends on your Cisco Unified CM configuration. Most CTS devices that support shut down in 10 to 15 seconds after the video signal is removed.
  • Page 297: Related Information

    Managing Hardware Setup Related Information For more information about setting up and testing presentation devices, see the following documentation: Cisco TelePresence System 1300 Assembly, Use & Care, and Field Replacement Unit Guide • Cisco TelePresence System Troubleshooting Guide • Cisco TelePresence System Release 1.6 Administration Guide...
  • Page 298: Verifying Cts 1300 Light Function

    CTS to get more complete projector status information and to restores projector defaults. To test the ACU, follow these steps: Log in to the Cisco TelePresence System Administration window. Step 1 Step 2 Choose Troubleshooting > Hardware Setup.
  • Page 299: Digital Media Player

    Step 5 To end the test, click Stop. When you end the testing, the state of the light reverts to its default setting as specified in Cisco Unified Digital Media Player The Digital Media Player (DMP) feature lets you select a secondary audio input source when you are not in a Cisco TelePresence call.
  • Page 300: Troubleshooting Other Devices

    • not playing during a call. • When set to DMP, audio input is only active outside of a call if DMP is active (during Cisco Unified Communications Manager-defined business hours). • Presentation fails to display This is expected behavior.
  • Page 301 Chapter 7 Troubleshooting the CTS 1300 Managing Hardware Setup For more system troubleshooting information, see the Cisco TelePresence System Troubleshooting Guide on Cisco.com. Cisco TelePresence System Release 1.6 Administration Guide 7-105 OL-13676-04...
  • Page 302: Managing Log Files

    IP address before capturing system log files. Use Log Files to view system operation (sysop) log files, Session Initiation Protocol (SIP) messages and log files from the Cisco TelePresence system. Click the appropriate tab at the top of the window to view the following information: •...
  • Page 303 Video (displays, cameras) – Projector, alternate display, LCD, document camera – – Phone Recording – – Other/Unknown Figure 7-84 shows the problem types that you can select when downloading log files. Cisco TelePresence System Release 1.6 Administration Guide 7-107 OL-13676-04...
  • Page 304: Sip Messages

    Select the Capture new log files Capture New Log Files radio button. The following message appears: Step 6 “Collecting Cisco TelePresence system log files. This may take several minutes. Please wait...” The File Download window appears prompting you to open or save the file. Click Save to send the...
  • Page 305: Related Sip Messages

    SIP Response Categories, page 7-110 SIP Requests and Methods Table 7-9 summarizes the SIP requests and methods supported by the Cisco TelePresence System Administration software. The first column lists the RFC that describes the SIP request messages or method. Table 7-9...
  • Page 306: Navigating Long Lists

    Click Clear All to delete all error messages displayed. Step 5 Related Information For more information, see the following documentation: Session Initiation Protocol (SIP) home page on Cisco.com. • Cisco TelePresence System Message Guide • Cisco TelePresence System Release 1.6 Administration Guide 7-110 OL-13676-04...
  • Page 307: Testing Audio

    Troubleshooting the CTS 1300 Testing Audio Testing Audio You can test the system audio in your meeting room and send the results to Cisco Systems technical support for analysis. Audio recordings can be made only while the CTS system is in a call.
  • Page 308: Related Information

    The CTS is reset to the software image as originally shipped. • All configuration settings are reset to the factory defaults. • If you select to reset the system to use factory defaults, check the Cisco IP telephone for messages during the reset procedure: Data in bold blue text indicates where the current system image is located for each codec in the •...
  • Page 309: Related Information

    Cisco TelePresence System Troubleshooting Guide on Cisco.com. Initiating System Restart The system will restart immediately, even when a Cisco TelePresence call is in progress. Caution To restart the system, follow these steps: Step 1 Choose Troubleshooting > System Restart. The System Restart page appears and the current call status is displayed.
  • Page 310: Troubleshooting Network Cabling

    Troubleshooting Network Cabling Troubleshooting Network Cabling For all Cisco TelePresence systems, the Cisco Unified IP phone is connected to the primary codec using an Ethernet cable (RJ-45 connector). An RJ-45 connector is also required for the following additional network connections: •...
  • Page 311: Where To Go Next

    Cisco.com. Where to Go Next Chapter 10, “Monitoring the Cisco TelePresence System.” For information about system messages that may appear on the Cisco TelePresence system, see the Cisco TelePresence System Message Guide on the Cisco TelePresence Administration Software Error and System Messages home page on Cisco.com.
  • Page 312 Chapter 7 Troubleshooting the CTS 1300 Where to Go Next Cisco TelePresence System Release 1.6 Administration Guide 7-116 OL-13676-04...
  • Page 313: Troubleshooting The Cts 3000 And Cts 3200

    Contents You may want to periodically test system components using the hardware and software tests available in the Cisco TelePresence System (CTS) Administration Troubleshooting window. This chapter contains information about troubleshooting hardware and software on the following CTS devices: •...
  • Page 314: Managing Hardware Setup

    Before You Begin Before you begin testing and troubleshooting your system, check the system displays. All of the Cisco TelePresence Administration application Hardware Setup features require the use of the displays in the meeting room. Therefore, we recommend the following: Verify that the displays work by using the Hardware Setup >...
  • Page 315: Managing Displays

    Chapter 8 Troubleshooting the CTS 3000 and CTS 3200 Managing Hardware Setup Figure 8-1 shows an example of the Cisco TelePresence System administrative tools available to assist you with troubleshooting tasks. Figure 8-1 Troubleshooting Window CTS initial setup is also performed using the Hardware Setup fields. For information on how to configure CTS for the first time, see the following documentation: •...
  • Page 316: Selecting The Light Level

    This color temperature is sometimes expressed using terms such cool, warm, or daylight, but can be expressed more precisely in kelvins (K) as a numeric value. The following temperatures can be selected for adjusting the image on the Cisco TelePresence display screens: •...
  • Page 317: Adjusting Your Display

    Troubleshooting the CTS 3000 and CTS 3200 Managing Hardware Setup Adjusting Your Display To adjust a display, follow these steps: Log in to the Cisco TelePresence System Administration window. Step 1 Choose Troubleshooting > Hardware Setup. Step 2 Click the Displays radio button. A test image appears on the screen.
  • Page 318: Related Information

    For more information about setting up and testing displays, see the following documentation: • Cisco TelePresence System 3000 Assembly, Use & Care, and Field Replacement Unit Guide • Cisco TelePresence System 3200 Assembly, Use & Care, and Field Replacement Unit Guide •...
  • Page 319: Testing The Cts 3000 And Cts 3200 Cameras

    • Saving Your Settings, page 8-12 • Attaching the Camera Hood Assembly, page 8-12 Attaching the Camera Targets and Removing the Camera Cover Two camera targets are provided with the Cisco TelePresence system: Large camera target • Smaller target •...
  • Page 320 Note If one of the left/right screws is covered by the camera cable, do not disturb the cable but instead use the other screw to make all left/right adjustments. Cisco TelePresence System Release 1.6 Administration Guide OL-13676-05...
  • Page 321 Chapter 8 Troubleshooting the CTS 3000 and CTS 3200 Managing Hardware Setup Figure 8-2 Camera Mounting Plate Left/right screws Rotation screws Lens Up/down screw Cisco TelePresence System Release 1.6 Administration Guide OL-13676-05...
  • Page 322 Note curved lines touching screen border Red lines Table edge Figure 8-4 Camera Target Alignment—Right Display Vertical line Red plus sign within black cross Red lines Table edge Cisco TelePresence System Release 1.6 Administration Guide 8-10 OL-13676-05...
  • Page 323 “N – 8.” The thumbscrew (or 0.9 mm Allen wrench) is used to unlock the focus ring. Step 7 Click Hide Focus Targets to remove the alignment images. Step 8 Click Done when you complete the adjustment. Cisco TelePresence System Release 1.6 Administration Guide 8-11 OL-13676-05...
  • Page 324 Do not overtighten the screws, or use a power screwdriver to tighten the screws. In addition, make sure Caution that you use screws of the correct length (20 mm). Overtightening the screws, or using a screw that is too long, can cause the plastic hoods to break. Cisco TelePresence System Release 1.6 Administration Guide 8-12 OL-13676-05...
  • Page 325 Chapter 8 Troubleshooting the CTS 3000 and CTS 3200 Managing Hardware Setup Figure 8-6 Attaching the Camera Hood Assembly Cisco TelePresence System Release 1.6 Administration Guide 8-13 OL-13676-05...
  • Page 326: Understanding Camera Setup Choices For Room Lighting

    Two adjacent windows (corner office configuration) Enable Two opposing windows Enable Windows on three sides Enable Windows on four sides Enable 1. Cisco recommends that you cover at least one of the windows. Cisco TelePresence System Release 1.6 Administration Guide 8-14 OL-13676-05...
  • Page 327: Troubleshooting Cameras

    Camera or display is broken. Contact Cisco technical support if you are certain that the cabling is correct, power is applied, and a display and camera test has been run, but no image is seen on the display.
  • Page 328: Related Information

    Managing Hardware Setup Related Information For more information about setting up and testing cameras, see the following documentation: Cisco TelePresence System 3000 Assembly, Use & Care, and Field Replacement Unit Guide • • Cisco TelePresence System 3200 Assembly, Use & Care, and Field Replacement Unit Guide •...
  • Page 329: Troubleshooting Speakers

    Related Information For more information about setting up and testing speakers, see the following documentation: Cisco TelePresence System 3000 Assembly, Use & Care, and Field Replacement Unit Guide • Cisco TelePresence System 3200 Assembly, Use & Care, and Field Replacement Unit Guide •...
  • Page 330: Testing Microphones On The Cts 3000

    The number of audio meters that are shown on the test screen is determined by the number of microphones that have been configured in Cisco Unified Communications Manager (Cisco Unified CM) and the version of Cisco Unified CM that you are running.
  • Page 331: Testing Microphones On The Cts 3200

    Click Refresh Microphones Status to update the connection status of all microphones. Step 7 If you have a Cisco TelePresence 3200, there are six microphones for the second row table. In a reduced Note configuration, the second row table has just four microphones, and a yellow question mark will appear in the test screen where the two end microphones would be in the full configuration.
  • Page 332 CTS 3200 microphone troubleshooting screen with the Refresh Microphone Status window activated. Figure 8-7 Troubleshooting Microphones on the CTS 3200 Click Stop to end the test. Step 8 Cisco TelePresence System Release 1.6 Administration Guide 8-20 OL-13676-05...
  • Page 333: Troubleshooting Microphones

    • Lightly tap the microphone to see if sound registers. • Contact Cisco technical support if you are certain that the cabling is correct and power is applied to the system, but no sound registers on the microphone. Microphone icon with red pipe Microphone is not connected.
  • Page 334: Related Information

    External Presentation Display HD video connection on the codec. Note A PiP softkey will be displayed on the CTS Cisco Unified IP phone only if a PiP is active. PiP is not available for audio-only calls. See the following documentation for more information: •...
  • Page 335 Chapter 8 Troubleshooting the CTS 3000 and CTS 3200 Managing Hardware Setup To test an external presentation device, follow these steps: Log in to the Cisco TelePresence System. Step 1 Step 2 Navigate to Troubleshooting > Hardware Setup > Presentation Devices.
  • Page 336: Testing Presentation Devices

    Checking the Document Camera, page 8-26 • Testing the Projector, page 8-26 • Troubleshooting Presentation Devices, page 8-34 Important Notes About Presentation Displays, page 8-36 • • Related Information, page 8-36 Cisco TelePresence System Release 1.6 Administration Guide 8-24 OL-13676-05...
  • Page 337: Checking The Test Pattern

    Troubleshooting the CTS 3000 and CTS 3200 Managing Hardware Setup Checking the Test Pattern To check the test pattern on the CTS 3200, follow these steps: Log in to the Cisco TelePresence System Administration window. Step 1 Choose Troubleshooting > Hardware Setup. Step 2 Click the Presentation Devices radio button.
  • Page 338: Testing The Projector

    Managing Hardware Setup Checking the VGA To check the on the CTS 3200, follow these steps: Log in to the Cisco TelePresence System Administration window. Step 1 Choose Troubleshooting > Hardware Setup. Step 2 Click the Presentation Devices radio button.
  • Page 339 Start a test pattern display for the projector by completing the following steps: Open a browser that is connected to the network. Enter the IP address of the primary codec to log in to Cisco TelePresence System Administration. Choose Troubleshooting > Hardware Setup, then click the Presentation Devices radio button.
  • Page 340 Start a test pattern display for the projector by completing the following steps: Open a browser that is connected to the network. Enter the IP address of the primary codec to log in to Cisco TelePresence System Administration. If you need to obtain the IP address, complete the following steps: Note On the IP phone, locate Manual at the bottom of the screen and press the Manual soft key.
  • Page 341 For PLV-Z4 projectors, perform the following procedure: • Press the Up Arrow and Down Arrow keys to highlight Blue Back. Press the Right Arrow key and select Blue Back to enter the Blue Back submenu. Cisco TelePresence System Release 1.6 Administration Guide 8-29 OL-13676-05...
  • Page 342 Press the Right Arrow key and select Advanced menu. Press the Up Arrow and Down Arrow keys and highlight Lamp iris. Press the Right Arrow key and select Lamp iris. Press the Right Arrow key and select Open. Cisco TelePresence System Release 1.6 Administration Guide 8-30 OL-13676-05...
  • Page 343 Press the Menu key for 20 seconds. The letter S displays in the upper left corner of the screen. Cisco TelePresence System Release 1.6 Administration Guide 8-31 OL-13676-05...
  • Page 344 Step 2 Open a browser that is connected to the network. Enter the IP address of the primary codec to log in to Cisco TelePresence System Administration. Select Troubleshooting > Hardware Setup, then click the Presentation Devices radio button. Select the Test Pattern radio button.
  • Page 345 You should also see a one-pixel wide green border around the outside of the grid. From Cisco TelePresence System Administration, click Set Projector Defaults to automatically Step 4 configure the projector for use with the CTS 3200.
  • Page 346: Troubleshooting Presentation Devices

    If the image is out of focus or is too small, use the projector focus ring to focus the image and use the zoom lever to create the largest possible image. Step 10 Click Stop in Cisco TelePresence System Administration to remove the test pattern and complete the projector test. Troubleshooting Presentation Devices Use the information in the following sections to troubleshoot presentation devices: •...
  • Page 347 CTS primary unit. primary unit. • Contact Cisco technical support if you are certain that the cabling is correct and power is applied to the system but no image is displayed. Projector is set up to receive PC •...
  • Page 348: Important Notes About Presentation Displays

    Note The Cisco TelePresence System can display information from multiple input devices during a meeting; if multiple input devices are sending information, the projector displays the input from the last presentation device sending information. If you do not see an image being projected on the screen, try the following: ...
  • Page 349: Testing Other Devices

    CTS to get more complete projector status information and to restores projector defaults. To test the ACU, follow these steps: Step 1 Log in to the Cisco TelePresence System Administration window. Choose Troubleshooting > Hardware Setup. Step 2 Step 3 Click the Other Devices radio button.
  • Page 350: Troubleshooting Other Devices

    • If it was not the active presenter, it will not ask to present and the presentation will not be shown when the meeting resumes. Cisco TelePresence System Release 1.6 Administration Guide 8-38 OL-13676-05...
  • Page 351: Related Information

    IP address before capturing system log files. Use Log Files to view system operation (sysop) log files, Session Initiation Protocol (SIP) messages and log files from the Cisco TelePresence system. Click the appropriate tab at the top of the window to view the following information: Sysop Log, page 8-39 •...
  • Page 352: Log Files

    Sysop Files, all available Sysop files will be downloaded. Save the sysop log files. Log Files Use Log Files to retrieve log files from the Cisco TelePresence system. Log files can be retrieved from the CTS or from the phone. To manage log files, follow these steps: Choose Troubleshooting >...
  • Page 353 Select the Capture new log files Capture New Log Files radio button. The following message appears: Step 6 “Collecting Cisco TelePresence system log files. This may take several minutes. Please wait...” The File Download window appears prompting you to open or save the file. Click Save to send the...
  • Page 354: Sip Messages

    Double-click a message in the Related SIP Messages window to see details for that message. Requests and Methods SIP Response Categories are explained below. Step 2 Click Close to dismiss this window. Cisco TelePresence System Release 1.6 Administration Guide 8-42 OL-13676-05...
  • Page 355 SIP Response Categories, page 8-43 • SIP Requests and Methods Table 8-9 summarizes the SIP requests and methods supported by the Cisco TelePresence System Administration software. The first column lists the RFC that describes the SIP request messages or method. Table 8-9...
  • Page 356: Navigating Long Lists

    Cisco TelePresence System Message Guide • Testing Audio You can test the system audio in your meeting room and send the results to Cisco Systems technical support for analysis. Note Audio recordings can be made only while the CTS system is in a call.
  • Page 357: Related Information

    Testing the Network Connection Use the Network Connection window to view and modify the duplex and automatic negotiation settings for the Cisco TelePresence system Ethernet connection. Auto negotiation is set to Off by default. You can change the following network connection settings: •...
  • Page 358: Managing Configuration Issues

    The CTS is reset to the software image as originally shipped. • All configuration settings are reset to the factory defaults. • If you select to reset the system to use factory defaults, check the Cisco IP telephone for messages during the reset procedure: Data in bold blue text indicates where the current system image is located for each codec in the •...
  • Page 359: Initiating System Restart

    Initiating System Restart Caution The system will restart immediately, even when a Cisco TelePresence call is in progress. To restart the system, follow these steps: Choose Troubleshooting > System Restart. The System Restart page appears and the current call status Step 1 is displayed.
  • Page 360: Troubleshooting Network Cabling

    Troubleshooting Network Cabling Troubleshooting Network Cabling For all Cisco TelePresence systems, the Cisco Unified IP phone is connected to the primary codec using an Ethernet cable (RJ-45 connector). An RJ-45 connector is also required for the following additional network connections: •...
  • Page 361: Where To Go Next

    Cisco.com. Where to Go Next Chapter 10, “Monitoring the Cisco TelePresence System.” For information about system messages that may appear on the Cisco TelePresence system, see the Cisco TelePresence System Message Guide on the Cisco TelePresence Administration Software Error and System Messages home page on Cisco.com.
  • Page 362 Chapter 8 Troubleshooting the CTS 3000 and CTS 3200 Where to Go Next Cisco TelePresence System Release 1.6 Administration Guide 8-50 OL-13676-05...
  • Page 363: Troubleshooting The Cts 3010 And Cts 3210

    Contents You may want to periodically test system components using the hardware and software tests available in the Cisco TelePresence System (CTS) Administration Troubleshooting window. This chapter contains information about troubleshooting hardware and software on the following CTS devices: •...
  • Page 364: Managing Hardware Setup

    Before You Begin Before you begin testing and troubleshooting your system, check the system displays. All of the Cisco TelePresence Administration application Hardware Setup features require the use of the displays in the meeting room. Therefore, we recommend the following: Verify that the displays work by using the Hardware Setup >...
  • Page 365: Managing Displays

    CTS initial setup is also performed using the Hardware Setup fields. For information on how to configure CTS for the first time, see the following documentation: • Cisco TelePresence System 3010 Assembly, Use & Care, and Field Replacement Unit Guide • Cisco TelePresence System 3210 Assembly, Use & Care, and Field Replacement Unit Guide...
  • Page 366: Selecting The Light Level

    This color temperature is sometimes expressed using terms such cool, warm, or daylight, but can be expressed more precisely in kelvins (K) as a numeric value. The following temperatures can be selected for adjusting the image on the Cisco TelePresence display screens: •...
  • Page 367: Adjusting Your Display

    Troubleshooting the CTS 3010 and CTS 3210 Managing Hardware Setup Adjusting Your Display To adjust a display, follow these steps: Log in to the Cisco TelePresence System Administration window. Step 1 Choose Troubleshooting > Hardware Setup. Step 2 Click the Displays radio button. A test image appears on the screen.
  • Page 368: Related Information

    For more information about setting up and testing displays, see the following documentation: • Cisco TelePresence System 3010 Assembly, Use & Care, and Field Replacement Unit Guide • Cisco TelePresence System 3210 Assembly, Use & Care, and Field Replacement Unit Guide •...
  • Page 369: Testing The Cts 3010 And Cts 3210 Cameras

    Assemble the Large Camera Target. When you slide the Camera target into the frame, make sure the target is centered in the frame between the vertical lines at the top and bottom of the target. Cisco TelePresence System Release 1.6 Administration Guide OL-13676-05...
  • Page 370 Attach the large target to the underside of the center table section by placing the round pads on the underside of the clamps into recesses that are drilled under the table. You can feel under the table to find the small round recesses. Cisco TelePresence System Release 1.6 Administration Guide OL-13676-05...
  • Page 371: Adjusting The Zoom

    Managing Hardware Setup The target pattern should face the camera. Step 3 In the Cisco TelePresence Administration interface, navigate to Hardware Setup > Troubleshooting > Cameras. Step 4 Click Start to begin the camera setup. You should see output from each camera in the appropriate camera display area.
  • Page 372 Managing Hardware Setup Figure 9-3 Camera Adjustment Screws Figure 9-4 Correct Camera Target Alignment—Center Display Red plus sign within black cross Note curved lines touching screen border Red lines Table edge Cisco TelePresence System Release 1.6 Administration Guide 9-10 OL-13676-05...
  • Page 373 Zoom and align the camera so that the curved line on the left side of the display touches the red adjustment line at the right edge of the display Figure 9-6. Cisco TelePresence System Release 1.6 Administration Guide 9-11 OL-13676-05...
  • Page 374: Focusing The Camera

    Place the small target on center of the table, in front of the center camera. Step 1 Step 2 Arrange the large target five feet (152 cm) behind the small target. Use a chair to prop up the large target. Cisco TelePresence System Release 1.6 Administration Guide 9-12 OL-13676-05...
  • Page 375 Large target Small target Step 3 In the Cisco TelePresence Administrative GUI, click Setup, then click Show Focus Target. Step 4 Adjust the small target so that the red box encloses the upper patterns on the large target and the green box encloses the patterns on the small target.
  • Page 376: Attaching The Camera Hood Assembly

    Step 9 Attaching the Camera Hood Assembly After you complete the camera adjustment, attach the camera hood assembly. See Figure 9-10. Note Attach the top hood before attaching the bottom hood. Cisco TelePresence System Release 1.6 Administration Guide 9-14 OL-13676-05...
  • Page 377 In addition, make sure that you use screws of the correct length (20 mm). Overtightening the screws, or using a screw that is too long, can cause the plastic hoods to break. Figure 9-10 Attaching the Camera Hood Assembly Cisco TelePresence System Release 1.6 Administration Guide 9-15 OL-13676-05...
  • Page 378: Understanding Camera Setup Choices For Room Lighting

    Two opposing windows Enable Windows on three sides Enable Windows on four sides Enable 1. Cisco recommends that you cover at least one of the windows. Troubleshooting Cameras Use the information in Table 9-3 to troubleshoot cameras. Table 9-3 Troubleshooting Cameras...
  • Page 379: Related Information

    For more information about setting up and testing cameras, see the following documentation: • Cisco TelePresence System 3010 Assembly, Use & Care, and Field Replacement Unit Guide • Cisco TelePresence System 3210 Assembly, Use & Care, and Field Replacement Unit Guide...
  • Page 380: Testing The Speakers

    Troubleshooting the CTS 3010 and CTS 3210 Managing Hardware Setup Testing the Speakers To test the speakers, follow these steps: Log in to the Cisco TelePresence System Administration window. Step 1 Choose Troubleshooting > Hardware Setup Step 2 Click the Speakers radio button.
  • Page 381: Related Information

    The number of audio meters that are shown on the test screen is determined by the number of microphones that have been configured in Cisco Unified Communications Manager (Cisco Unified CM) and the version of Cisco Unified CM that you are running.
  • Page 382: Testing Microphones On The Cts 3010 And Cts 3210

    Testing Microphones on the CTS 3010 and CTS 3210 To test microphones on the CTS 3010 and CTS 3210, follow these steps: Step 1 Log in to the Cisco TelePresence System Administration window. Step 2 Choose Troubleshooting > Hardware Setup.
  • Page 383 Chapter 9 Troubleshooting the CTS 3010 and CTS 3210 Managing Hardware Setup Figure 9-11 Troubleshooting Microphones on the CTS 3200 Series Cisco TelePresence System Release 1.6 Administration Guide 9-21 OL-13676-05...
  • Page 384: Troubleshooting Microphones

    • Lightly tap the microphone to see if sound registers. • Contact Cisco technical support if you are certain that the cabling is correct and power is applied to the system, but no sound registers on the microphone. Microphone icon with red pipe Microphone is not connected.
  • Page 385: Related Information

    For more information about setting up and testing displays, see the following documentation: • Cisco TelePresence System 3010 Assembly, Use & Care, and Field Replacement Unit Guide • Cisco TelePresence System 3210 Assembly, Use & Care, and Field Replacement Unit Guide •...
  • Page 386: Testing Presentation Devices

    Step 2 Open a browser that is connected to the network. Enter the IP address of the primary codec to log in to Cisco TelePresence System Administration. Select Troubleshooting > Hardware Setup, then click the Presentation Devices radio button. Select the Test Pattern radio button.
  • Page 387 Checking the Test Pattern, page 9-26 • Checking the VGA, page 9-27 Checking the Document Camera, page 9-27 • Troubleshooting Presentation Devices, page 9-28 • Troubleshooting Presentation Devices, page 9-28 • Related Information, page 9-30 • Cisco TelePresence System Release 1.6 Administration Guide 9-25 OL-13676-05...
  • Page 388: Checking The Test Pattern

    Managing Hardware Setup Checking the Test Pattern To check the test pattern on the CTS 3010 and CTS 3210, follow these steps: Log in to the Cisco TelePresence System Administration window. Step 1 Choose Troubleshooting > Hardware Setup. Step 2 Click the Presentation Devices radio button.
  • Page 389: Checking The Vga

    Managing Hardware Setup Checking the VGA To check the on the CTS 3010 or CTS 3210, follow these steps: Log in to the Cisco TelePresence System Administration window. Step 1 Choose Troubleshooting > Hardware Setup. Step 2 Click the Presentation Devices radio button.
  • Page 390: Troubleshooting Presentation Devices

    Presentation Devices, page 9-28 Multiple Input Devices The Cisco TelePresence System can display information from multiple input devices during a meeting. If multiple input devices are sending information, the projector displays the input from the last presentation device sending information. If an input device image is not being seen on the projector screen, try the following: •...
  • Page 391 CTS primary unit. primary unit. • Contact Cisco technical support if you are certain that the cabling is correct and power is applied to the system but no image is displayed. Projector is set up to receive PC •...
  • Page 392: Related Information

    For more information about setting up and testing presentation devices, see the following documentation: Cisco TelePresence System 3010 Assembly, Use & Care, and Field Replacement Unit Guide • Cisco TelePresence System 3210 Assembly, Use & Care, and Field Replacement Unit Guide •...
  • Page 393: Auxiliary Control Unit

    CTS to get more complete projector status information and to restores projector defaults. To test the ACU, follow these steps: Step 1 Log in to the Cisco TelePresence System Administration window. Step 2 Choose Troubleshooting > Hardware Setup. Step 3 Click the Other Devices radio button.
  • Page 394: Troubleshooting Other Devices

    The amount of time that it takes a device to shut down depends on your Cisco Unified CM configuration. Most CTS devices that support shut down in 10 to 15 seconds after the video signal is removed.
  • Page 395: Related Information

    IP address before capturing system log files. Use Log Files to view system operation (sysop) log files, Session Initiation Protocol (SIP) messages and log files from the Cisco TelePresence system. Click the appropriate tab at the top of the window to view the following information: Sysop Log, page 9-33 •...
  • Page 396 Capture New Log Files—The system will capture but not download the log files. • Note You must disable Internet Explorer Pop-up Blocker to capture new log files with the Capture New Log Fils button. Cisco TelePresence System Release 1.6 Administration Guide 9-34 OL-13676-05...
  • Page 397: Sip Messages

    Please wait...” Step 6 Select the Capture new log files Capture New Log Files radio button. The following message appears: “Collecting Cisco TelePresence system log files. This may take several minutes. Please wait...” Step 7 The File Download window appears prompting you to open or save the file. Click Save to send the gzip file to Cisco technicians to help solve the problem.
  • Page 398: Generate Detailed Message Reports

    Click Close to dismiss this window. Step 2 Use the information in the following sections to initiate SIP requests and responses: • SIP Requests and Methods, page 9-37 • SIP Response Categories, page 9-37 Cisco TelePresence System Release 1.6 Administration Guide 9-36 OL-13676-05...
  • Page 399: Navigating Long Lists

    Troubleshooting the CTS 3010 and CTS 3210 Managing Log Files SIP Requests and Methods Table 9-9 summarizes the SIP requests and methods supported by the Cisco TelePresence System Administration software. The first column lists the RFC that describes the SIP request messages or method. Table 9-9...
  • Page 400: Related Information

    • Cisco TelePresence System Message Guide Testing Audio You can test the system audio in your meeting room and send the results to Cisco Systems technical support for analysis. Note Audio recordings can be made only while the CTS system is in a call.
  • Page 401: Testing The Network Connection

    Testing the Network Connection Use the Network Connection window to view and modify the duplex and automatic negotiation settings for the Cisco TelePresence system Ethernet connection. Auto negotiation is set to Off by default. You can change the following network connection settings: Auto Negotiation on •...
  • Page 402: Related Information

    Troubleshooting the CTS 3010 and CTS 3210 Initiating System Restart • All configuration settings are reset to the factory defaults. If you select to reset the system to use factory defaults, check the Cisco IP telephone for messages during the reset procedure: Data in bold blue text indicates where the current system image is located for each codec in the •...
  • Page 403: Troubleshooting Network Cabling

    Cisco TelePresence System Troubleshooting Guide Cisco.com. Troubleshooting Network Cabling For all Cisco TelePresence systems, the Cisco Unified IP phone is connected to the primary codec using an Ethernet cable (RJ-45 connector). An RJ-45 connector is also required for the following additional network connections: CTS 3010 and the CTS 3210—The following codecs are connected to the primary unit:...
  • Page 404 Phone is not connected to the phone port on the primary unit. • Check the cable connection from the primary unit to the Cisco Unified IP Phone. See the assembly guide for • The system does not recognize your Cisco TelePresence system for correct cabling: the phone or it is unregistered.
  • Page 405: Where To Go Next

    Where to Go Next Where to Go Next Chapter 10, “Monitoring the Cisco TelePresence System.” For information about system messages that may appear on the Cisco TelePresence system, see the Cisco TelePresence System Message Guide on the Cisco TelePresence Administration Software Error and System Messages home page on Cisco.com.
  • Page 406 Chapter 9 Troubleshooting the CTS 3010 and CTS 3210 Where to Go Next Cisco TelePresence System Release 1.6 Administration Guide 9-44 OL-13676-05...
  • Page 407: Monitoring The Cisco Telepresence System

    This chapter contains the following sections: Call Statistics, page 10-2 • Network Statistics, page 10-5 • Table 10-1 shows the tools that are available in the Monitoring window: Figure 10-1 Monitoring Window Cisco TelePresence System Release 1.6 Administration Guide 10-1 OL-13676-05...
  • Page 408: Call Statistics

    To view call statistics, follow these steps: Step 1 Choose Monitoring > Call Statistics. You can view the following Cisco TelePresence system statistics: • Real Time Call Statistics—Lists whether a call is in progress. •...
  • Page 409 Lost Packets % (Call) • Lost Packets % (Period) • Duplicate Packets • Late Packets Failed SRTP Authentication Packets • Average Jitter (Call) (see jitter call) • Average Jitter (Period) (see jitter period) • Cisco TelePresence System Release 1.6 Administration Guide 10-3 OL-13676-05...
  • Page 410 Set an interval for updating these reports by choosing the time from the Refresh drop-down menu. Choices, in minutes, include the following: • None (default) • • • • • • Click Refresh to update the statistics immediately. Step 4 Cisco TelePresence System Release 1.6 Administration Guide 10-4 OL-13676-05...
  • Page 411: Network Statistics

    Set an interval for updating these reports by choosing the time from the Refresh drop-down menu. Choices, in minutes, include the following: • None (default) • • • • • • Cisco TelePresence System Release 1.6 Administration Guide 10-5 OL-13676-05...
  • Page 412: Where To Go Next

    Click Refresh to update the statistics immediately. Where to Go Next For more information about system statistics and messages, including System Operations (Sysop) Log messages see the Cisco TelePresence System Message Guide on Cisco.com. Cisco TelePresence System Release 1.6 Administration Guide 10-6 OL-13676-05...
  • Page 413: Satellite Licenses For The Cisco Telepresence System

    Enabling the Satellite Feature, page A-4 Cisco TelePresence over Satellite Networks The Cisco TelePresence over Satellite Networks solution extends the reach of Cisco TelePresence to remote, tactical locations where terrestrial bandwidth is not available. This solution incorporates existing Cisco TelePresence endpoint and infrastructure products with new software releases designed to function more effectively on poor, high-delay networks.
  • Page 414: Supported Cts Devices

    You will need a minimum of 3-MB bandwidth (at 720p, good motion handling) in a single-channel-per-carrier (SCPC) configuration over a single-hop satellite link. Because the Cisco TelePresence video and audio are traveling up to the satellite and back down to an Note earth station, significant (500 ms or more) latency is introduced into the signal.
  • Page 415: Ordering A Satellite License

    Do not edit or change the contents of the license or it will become invalid. Caution Load the license file into the Cisco Unified CM TFTP directory by following the steps in the “Uploading Step 1 Files to the Cisco Unified CM TFTP Directory” section of Chapter 2, “Configuring the Cisco Unified IP Phone and the Cisco TelePresence System Enhanced Phone User Interface (MIDlets).”...
  • Page 416: Identifying The Cts Satellite Endpoints

    Identifying the CTS Satellite Endpoints Identifying the CTS Satellite Endpoints After you have loaded the satellite license on Cisco Unified CM, identify the CTS satellite endpoints so that they can retrieve the satellite licenses. To identify the CTS satellite endpoints using the Cisco Unified CM administration interface, follow these steps: Log in to the Cisco Unified CM Administration interface.
  • Page 417 Contraction of coder-decoder. Integrated circuit device that typically uses pulse code modulation to codec transform analog signals into a digital bit stream and digital signals back into analog signals. Cisco TelePresence System (CTS) device: CTS 500, CTS 1000, CTS 1300, CTS 3000, CTS 3200. CTS device Cisco Unified Communications Manager.
  • Page 418 Glossary System information icons that may be displayed on the Cisco TelePresence System (CTS) display display screen icon screen. System information includes call connection status alerts, meeting alerts, and maintenance alerts. Digital Media Player. On the CTS 500, there is an extra input connector on the display. This extra input connector is for the Digital Media Player.
  • Page 419 Liquid crystal display. A projector for displaying video, images or computer data on a screen or other flat surface. Light-emitting diode. Indicators on the CTS that determine whether the user is sitting within camera range. Cisco TelePresence System Release 1.6 Administration Guide GL-3 OL-13676-05...
  • Page 420 It contains an onboard Gigabit Ethernet switch. For example, in a CTS 3000 or CTS 3200 system, the primary codec controls two secondary codecs as well as many system components and the graphical user interfaces. In a Cisco TelePresence 1000, it controls all system functions.
  • Page 421 Sysop identify and resolve system operation problems. These messages are available to the user. System Logs (syslog). Debugging logs that are collected from your system and used by Cisco technical Syslog response to diagnose and resolve issues. These messages are not ordinarily seen by the user.
  • Page 422 The identification of the virtual LAN, which is used by the standard IEEE 802.1Q. Being on 12 bits, it VLAN ID allows the identification of 4096 VLANs. Cisco TelePresence System Release 1.6 Administration Guide GL-6 OL-13676-05...
  • Page 423 4-39, 5-34, 6-38, 7-112, 8-46, 9-39 monitoring field, data in Cisco Unified Communications Manager Firmware, upgrading 3-19 configuration file location 3-10 monitoring Cisco Unified Communications Manager Settings window 3-10 Cisco TelePresence System Release 1.6 Administration Guide IN-1 OL-13676-05...
  • Page 424 7-108, 8-39, 8-40, 8-42, 9-33, 9-34, 9-36 viewing 4-32, 4-33, 4-35, 5-28, 5-30, 6-32, 6-34, 7-106, 7-108, 8-39, 8-40, 8-42, 9-33, 9-34, 9-36 request methods 4-36, 5-31, 6-35, 7-109, 8-43, 9-37 Cisco TelePresence System Release 1.6 Administration Guide IN-2 OL-13676-05...
  • Page 425 TFTP server, configuring 3-10 time zone, selecting 3-15, 3-16 trap receiver, SNMP 3-13 username, setting 3-14 video codec statistics 10-2 settings 3-11 troubleshooting 4-41, 5-35, 6-39, 7-113, 8-47, 9-40 VLAN ID administrative Cisco TelePresence System Release 1.6 Administration Guide IN-3 OL-13676-05...
  • Page 426 Index Cisco TelePresence System Release 1.6 Administration Guide IN-4 OL-13676-05...

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