D1448510 - TelePresence Infrastructure Technical Handbook · IP issues (H323/SIP) ... Quick...

Cisco TelePresence Infrastructure

Technical Handbook

Technical Support Guide

D14485.10

March 2011

Contents

Cisco TelePresence Solution Support – TelePresence Infrastructure Handbook of 42

Contents Document revision history .................................................................................................... 4�

Introduction ............................................................................................................................ 5�

Information on service request ............................................................................................. 6�

Terminal software for TelePresence Infrastructure ............................................................ 7�Windows HyperTerminal (Serial, Telnet) ......................................................................................... 7�TeraTerm .......................................................................................................................................... 7�Putty (Serial, Telnet, SSH) ............................................................................................................... 7�How to use Windows Hyper Terminal .............................................................................................. 8�How to use TeraTerm ....................................................................................................................... 9�How to use Putty ............................................................................................................................ 10�

File transfer software for TelePresence Infrastructure ..................................................... 11�Command Prompt .......................................................................................................................... 11�WinSCP .......................................................................................................................................... 11�How to use Windows Command Prompt ....................................................................................... 12�How to use WinSCP ....................................................................................................................... 13�

Sniffer software for TelePresence Infrastructure .............................................................. 14�Wireshark (IP packet sniffer) .......................................................................................................... 14�

RS-232 Serial Connection .................................................................................................... 15�

How to capture a log from TelePresence Video Communication Server (VCS) ............. 17�IP issues (H323/SIP) ...................................................................................................................... 17�Reboot Issue .................................................................................................................................. 17�Sniffer the packet on VCS .............................................................................................................. 17�Default factory VCS ........................................................................................................................ 18�Reset Password on VCS ................................................................................................................ 18�Revert back previous software version on VCS ............................................................................. 18�

How to upgrade TelePresence Video Communication Server (VCS) software .............. 20�

How to capture a log from Gatekeeper (GK) and Border Controller (BC) ....................... 21�IP issues (H323) ............................................................................................................................. 21�Reboot Issue .................................................................................................................................. 21�Sniffer the packet on GK/BC .......................................................................................................... 21�Default factory GK/BC .................................................................................................................... 22�Reset Password on GK/BC ............................................................................................................ 22�

How to upgrade Gatekeeper (GK) and Border Controller (BC) software ........................ 23�

How to capture a log from TelePresence MCU and IP/ISDN Gateway ............................ 24�IP issues (H323/SIP) ...................................................................................................................... 24�Event log and Event Capture Filter ................................................................................................ 24�

Contents


Logs required for diagnostic/analysis ............................................................................................. 25�Reboot Issue .................................................................................................................................. 25�Sniffer the packet on TelePresence MCU or IP/ISDN Gateway .................................................... 26�Reset Password on TelePresence MCU or IP/ISDN Gateway ...................................................... 27�

How to upgrade TelePresence MCU and IP/ISDN Gateway .............................................. 28�Upgrade software by using FTP software ...................................................................................... 28�Upgrade software by using Compact Flash Card .......................................................................... 29�

How to capture a log from MPS series ............................................................................... 30�IP issue (H323/SIP) ........................................................................................................................ 30�ISDN issue ..................................................................................................................................... 30�Reboot Issue .................................................................................................................................. 30�Default factory MPS ....................................................................................................................... 31�

How to upgrade MPS series ................................................................................................ 33�

How to capture a log from Classic MCU/ISDN Gateway ................................................... 34�IP issue (H323) ............................................................................................................................... 34�ISDN issue ..................................................................................................................................... 34�Reboot Issue .................................................................................................................................. 35�Default factory Classic MCU/ISDN Gateway ................................................................................. 35�

How to upgrade Classic MCU/ISDN Gateway .................................................................... 36�

How to capture a log from TelePresence Management Suite .......................................... 37�Log from TelePresence Management Suite ................................................................................... 37�Log from Windows server ............................................................................................................... 37�Log from TelePresence Management Suite components and faultfinding .................................... 38�Phonebook (Corporate Directory) Common Errors ........................................................................ 40�Upgrading from a previous TelePresence Management Suite version ......................................... 40�Security patch for TelePresence Management Suite Server Appliance ........................................ 40�Compatibility with existing Integration Portfolios ............................................................................ 40�Uninstall TelePresence Management Suite ................................................................................... 41�Useful TelePresence Management Suite Related Document References .................................... 41�

Document revision history


Document revision history

Revision Date Description

D14485.09 February 2011 - Reformat from TP Solution Support – APAC TP Infrastructure Handbook Rev 1.8 version.

- Migrated TANDBERG Management Suite Handbook Rev 1.2 version into TelePresence Infrastructure Handbook.

D14485.10 March 2011 - Corrected Baud Rate for TelePresence Server/TelePresence MCU/TelePresence ISDN Gateway/TelePresence IP Gateway/IPVCR

Introduction


Introduction Each system will be provided with its own User Guide, Quick Reference Guide and if needed, an installation manual. This document is quick reference handbook for basic troubleshooting to ensure to have same understanding of basic troubleshooting method on Cisco TelePresence Infrastructure Product.

Information on service request


Information on service request To ensure Cisco TelePresence TAC to assist technical service request and provide quick resolution, TelePresence TAC require a minimum amount of information for each service request.

When reporting the technical service request, please ensure:

f Describe in detail about problem/issue

f Describe how often the problem occurs

f Describe the latest operation before problem occurs, if any

f Describe in detail, procedure to recreate the problem, if any

f Describe in detail, which steps have already been taken in investigating the problem

f Describe the equipment used and the system serial number (from all sites involved)

f Describe the software version of system (from all sites involved)

f Logs from system including configuration and system status

Terminal software for TelePresence Infrastructure


Terminal software for TelePresence Infrastructure Important: Please start the log capture from all systems involved in the call before calls/conferences are started so we capture all the call setup process and ensures that all output is logged to a file so none is lost.

There is multiple terminal software that may use for retrieving the log from system:

Windows HyperTerminal (Serial, Telnet) Can be found under: Start Menu – All Programs – Accessories – Communications – HyperTerminal. The Windows Hyper Terminal supports the Telnet protocol only. Please remember to enable the Capture Text option (menu “Transfer” – “Capture Text”).

TeraTerm Down load the TeraTerm installation file from http://sourceforge.jp/projects/ttssh2/releases/ Supports multiple Protocols, including Telnet and SSH which are the two relevant protocols for the TelePresence Endpoint portfolio. It will automatic detect serial port if you are using USB to serial converter and option for save log with time stamp.

Putty (Serial, Telnet, SSH) Download the Putty installation file from http://www.chiark.greenend.org.uk/~sgtatham/putty/download.html Supports multiple Protocols, including Telnet and SSH which are the two relevant protocols for the TelePresence Endpoint portfolio.

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File transfer software for TelePresence Infrastructure


File transfer software for TelePresence Infrastructure There is multiple file transfer software that may use for retrieving the log from system or/and uploading file to system:

Command Prompt Can be found under: Start Menu – All Programs – Accessories – Command Prompt. Command Prompt support ftp base file transfer between local PC and TelePresence Infrastructure.

WinSCP Download the WinSCP installation file from http://winscp.net/eng/index.php Support SCP protocol with GUI for Windows base PC which use for safely copying of file between local PC and TelePresence Infrastructure.

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Sniffer software for TelePresence Infrastructure


Sniffer software for TelePresence Infrastructure Important: Please start the log capture from all systems involved in the call before calls/conferences are started so we capture all the call setup process and ensures that all output is logged to a file so none is lost.

There is multiple sniffer software that may use for retrieving the log from system:

Wireshark (IP packet sniffer) Download the Wireshark installation file from http://www.wireshark.org/download.html Wireshark is the network protocol analyzer, and is standard across industries.

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How to capture a log from TelePresence Video Communication Server (VCS)


How to capture a log from TelePresence Video Communication Server (VCS) Important: Please start the log capture from all systems involved in the call before calls/conferences are started so we capture all the call setup process and ensure that all output is logged to a file so none is lost.

This chapter explains how to capture the complete log file available for TelePresence Video Communication Server (VCS). The table below lists the commands needed for the Cisco TelePresence VCS. Please type all commands in the same Telnet/SSH session.

All retrieved logs should attach to ticket including a description and compress multiple attachments into one file.

IP issues (H323/SIP) Commands in bold

x Open the console/telnet/ssh session with VCS x xstatus x xconfig x netlog 2 (X3.x or prior software version, please use “syslog 3”) x Make a call and keep running until you have recreated the problem x Hang up call x netlog 0 (X3.x or prior software version, please use “syslog 0”)

Don't worry that the screen is scrolling, just type in and press return to stop the netlog output x Attach file to the ticket – Remember to name these or include a description and compress

multiple attachments into one file.

Reboot Issue Commands in bold

x Open Web interface session with the VCS x Go to the System snapshot page on the VCS (Maintenace > System Snapshot) x Click Create system snapshot Note: The system snapshot may take several minutes to be created, and will be large file. Once the snapshot has been created a pop up box will appear request location to save the file to. x Go to Incident reporting page on VCS (Maintenace > Incident reporting > View) Note: Restart an incident report should be generate and will be avaliable for download from this page x Attach file to the ticket – Remember to name these or include a description and compress

multiple attachments into one file

Sniffer the packet on VCS Note: This method should only use when request by TelePresence TAC. Important: This works on both H.323 and SIP call, however it must disable encryption. For SIP, make sure not to use TLS for signaling.

Commands in bold x Open the console/ssh session with VCS and login as “root” user x cd / x cd mnt/harddisk x mkdir temp x cd temp x tcpdump -w tcpdump1.pcap -s 0 -C10 -l ip and not port 22 x Make a call and keep running until you have recreated the problem x Ctrl + C

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How to upgrade TelePresence Video Communication Server (VCS) software


How to upgrade TelePresence Video Communication Server (VCS) software This chapter explains how to upgrade TelePresence VCS by using SCP software for in case of problem with upgrading software from WebGUI or TMS. Commands in bold

x Upload the release key file using SCP/PSCP to the /tmp folder on the system. Example: scp release-key root@<BC/GK IP address>:/tmp/release-key

or pscp release-key root@<BC/GK IP address>:/tmp/release-key

x Enter password when prompted Type password in “Password:”. Default password is cisco or TANDBERG unless changed.

x Copy the software image using SCP/PSCP. Note: SW file name should rename to “tandbergimage.tar.gz” before upload it to /tmp.

Example: scp s42000n51.tar.gz root@<BC/GK IP addr.>:/tmp/tandberg-image.tar.gz

or pscp s42100n51.tar.gz root@<BC/GK IP addr.>:/tmp/tandbergimage.tar.gz


x Wait until the software has installed completely x Reboot the BC/GK manually from Web GUI, from telnet session, etc.

Note: You may upgrade SW similar way by using WinSCP application as well.

How to capture a log from Gatekeeper (GK) and Border Controller (BC)


How to capture a log from Gatekeeper (GK) and Border Controller (BC) Important: Please start the log capture from all systems involved in the call before calls/conferences are started so we capture all the call setup process and ensure that all output is logged to a file so none is lost.

This chapter explains how to capture the complete log file available for Gatekeeper (GK) and Border Controller (BC). The table below lists the commands needed for the GK and BC. Please type all commands in the same Telnet/SSH session.


IP issues (H323) Commands in bold

x Open the console/telnet/ssh session with GK/BC x xstatus x xconfig x syslog 3 x Make a call and keep running until you have recreated the problem x Hang up call x syslog 0

Don't worry that the screen is scrolling, just type in and press return to retrieve system status log

x Attach file to the ticket – Remember to name these or include a description and compress multiple attachments into one file.


x After GK/BC restart open the console/telnet/ssh session with GK/BC x eventlog all x Attach file to the ticket – Remember to name these or include a description and compress


Sniffer the packet on GK/BC Note: This method should only use when request by TelePresence TAC.

Important: This works on H.323 call, however it must disable encryption. Commands in bold

x Open the console/ssh session with codec and login as “root” user x tcpdump –n –s 1500 –w /tmp/tcpdump.pcap ip and not port 22 x Make a call and keep running until you have recreated the problem x Ctrl + C x Open WinSCP and retrieve the sniffer log under /tmp directory. Important: Tracing log MUST delete as tmp folder has limited desk space and not design to capture log. x Attach file to the ticket – Remember to name these or include a description and compress


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How to upgrade Gatekeeper (GK) and Border Controller (BC) software


How to upgrade Gatekeeper (GK) and Border Controller (BC) software This chapter explains how to upgrade GK/BC by using SCP software for in case of problem with upgrading software from WebGUI or TMS. Commands in bold

x Upload the release key file using SCP/PSCP to the /tmp folder on the system. Example: scp release-key root@<BC/GK IP address>:/tmp/release-key

or pscp release-key root@<BC/GK IP address>:/tmp/release-key


x Copy the software image using SCP/PSCP. Note: SW file name should rename to “tandbergimage.tar.gz” before upload it to /tmp.

Example: scp s42000n51.tar.gz root@<BC/GK IP addr.>:/tmp/tandberg-image.tar.gz

or pscp s42100n51.tar.gz root@<BC/GK IP addr.>:/tmp/tandbergimage.tar.gz


x Wait until the software has installed completely x Reboot the BC/GK manually from Web GUI, from telnet session, etc. Note: You may upgrade SW similar way by using WinSCP application as well.

How to capture a log from TelePresence MCU and IP/ISDN Gateway


How to capture a log from TelePresence MCU and IP/ISDN Gateway Important: Please start the log capture from all systems involved in the call before calls/conferences are started so we capture all the call setup process and ensure that all output is logged to a file so none is lost.

This chapter explains how to capture the complete log file available for TelePresence MCU and IP/ISDN Gateway Components.


IP issues (H323/SIP) Commands in bold

x Open the Web GUI, go to Events > H.323 / SIP log and then click Enable logging. Important: For all logging, always delete old logs first by click Clear Log before making any testing call.

x Reproduce the exact issue that you would like the support team to troubleshoot for example, by dialing from the endpoint to the TelePresence MCU or IP/ISDN Gateway. Important: It is essential for any H.323 or SIP log to show the initial connection being established between the endpoint and the TelePresence MCU or IP/ISDN Gateway, because the negotiation which happens at this stage explains the behavior of the two devices later on in the call. An H.323 or SIP log started part-way through an established call is not useful for troubleshooting.

x After the issue has been reproduced, click Disable logging on the H.323 log page. x On the H.323 log page, click Download as XML.

Save the resulting XML file then attach file to the ticket – Remember to name these or include a description and compress multiple attachments into one file.

Event log and Event Capture Filter x If calls are not completing or dropping straight away, obtain an event log with following

“Capture Filter” settings: – Connection, dialplan, dspapi, H.320 and ISDN set to “Errors, warnings, information

and trace” logging level – The rest of the options should be “Errors, warnings and information” left as logging

level x If calls are connecting but not completing/ issues with codec negotiations etc.:

– BAS set to “detailed trace” logging level – Connection, dialplan, dspapi, H.320 and ISDN set to “Errors, warnings, information

and trace” logging level – The rest of the options should be “Errors, warnings and information” left as logging

level x If ISDN Layers are not coming up:

– For ISDN GW 3200: • ISDN set to “Errors, warnings and trace” logging level • NAT set to “Detailed trace” logging level • The rest of the options should be “Errors, warnings and information” left as

logging level – For ISDN GW 3201:

• ISDN set to “Errors, warnings and trace” logging level • ISDN-Q921 set to “Detailed trace” logging level • The rest of the options should be “Errors, warnings and information” left as

logging level Important: always place single call when retrieving the log and delete any previous logs. Important: revert back to default logging level after the test.

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How to capture a log from MPS series


How to capture a log from MPS series Important: Please start the log capture from all systems involved in the call before calls/conferences are started so we capture all the call setup process and ensure that all output is logged to a file so none is lost.

This chapter explains how to capture the complete log file available for MPS series. The table below lists the commands needed for the MPS series. Please type all commands in the same Telnet session. All retrieved logs should attach to ticket including a description and compress multiple attachments into one file.

IP issue (H323/SIP) Commands in bold

x Open the console/telnet/ssh session with MPS x xstatus x xconfig x syslog 3 x Make a call and keep running until you have recreated the problem x xstatus, if issue related to video/audio channel status etc.


x Hang up call x syslog off

Don't worry that the screen is scrolling, just type in and press return to turn off logging x Attach file to the ticket – Remember to name these or include a description and compress


ISDN issue Commands in bold

x Open the console/telnet/ssh session with MPS x xstatus x xconfig x syslog 3 x isdn on x Make a call and keep running until you have recreated the problem x xstatus, if issue related to video/audio channel status etc.



Don't worry that the screen is scrolling, just type in and press return to turn off logging x isdn off x dumph221 x isdn off x dumph221 x Attach file to the ticket – Remember to name these or include a description and compress



x Open the WinSCP session with MPS x Login as “root” user

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How to upgrade MPS series


How to upgrade MPS series This chapter explains how to upgrade MPS series by using scp software for in case of problem with upgrading software from WebGUI or TMS. Commands in bold

x Open the console/telnet/ssh session with MPS x Login MPS as “root” user x Set new release key by to /tmp folder x cd /tmp x echo xxxxxxxxxxxxxxxx > release-key (xxxxxxxxxxxxxxxx is new release key) x exit x copy (upload) new software to MPS under /tmp folder by using SCP/PSCP application.

scp release-key root@<MPS IP address>:/tmp/tabasco-image.tar.gz or

pscp release-key root@<MPS IP address>:/tmp/tabasco-image.tar.gz Note: SW file name should rename to “tabasco-image.tar.gz” before upload it to /tmp. Note: Upgrade will automatically start once SW file upload completely. However if the upgrade did not start immediately, by executing following command will start sw upgrade immediately. /sbin/installimage /tmp/tabasco-image.tar.gz /tmp/release-key

x Wait until the software has installed completely x Reboot the MPS manually from Web GUI, from telnet session, etc.

x Note: You may use WinSCP application for entire this process including setting up release-

key file as well.

How to capture a log from Classic MCU/ISDN Gateway


How to capture a log from Classic MCU/ISDN Gateway Important: Please start the log capture from all systems involved in the call before calls/conferences are started so we capture all the call setup process and ensure that all output is logged to a file so none is lost.

This chapter explains how to capture the complete log file available for Classic MCU and Classic ISDN Gateway. The table below lists the commands needed for the Classic MCU and Classic ISDN Gateway. Please type all commands in the same Telnet session. All retrieved logs should attach to ticket including a description and compress multiple attachments into one file.

IP issue (H323) Commands in bold

x Open the console/telnet session with MCU/GW x ati1i4i5i6i7i9 x dispparam x xconfig x ipstat x netstat x syslog on x Make a call and keep running until you have recreated the problem x statin, if issue related to video/audio channel status etc.


x statout, if issue related to video/audio channel status etc. Don't worry that the screen is scrolling, just type in and press return to retrieve system status log


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x Open the console/telnet session with MCU/GW x ati1i4i5i6i7i9 x dispparam x xconfig x ipstat x netstat x syslog on x isdn on x Make a call and keep running until you have recreated the problem x statin, if issue related to video/audio channel status etc.


x statout, if issue related to video/audio channel status etc. Don't worry that the screen is scrolling, just type in and press return to retrieve system status log

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How to capture a log from TelePresence Management Suite


b) TMSLiveService

o What it does: This service will set up launch and monitor a scheduled conference

o Symptoms: The call does not start and the log in Conference Control Center is almost empty

o How to fix: - Restart the service, if that doesn’t work restart the server. - Logs are found in \tmsdebug\log-liveservice.txt

c) TMSPLCMDirectoryService

o What it does: This service is responsible for posting phonebooks to Polycom endpoints

o Symptoms: You don’t get any phonebooks on you Polycom endpoint

o How to fix: - Restart the service, if that doesn’t work restart the server. - Logs are found in \tmsdebug\log-plcmdir.txt

d) TMSSchedulerService

o What it does: This service is responsible for launching events at set times. Events like system restore, system upgrade, call launch

o Symptoms: Scheduled events do not start

o How to fix: - Restart the service, if that doesn’t work restart the server. - Logs are found in c:\tmsdebug\log-schedulerservice.txt

e) TMS Snmp Service

o What it does: This service is collecting traps from the endpoints and is putting them directly into the database. It is also responsible for broadcasting SNMP messages to discover newly added systems.

o Symptoms: The statistics are empty

o How to fix: - Restart the service, if that doesn’t work restart the server. - Logs are found in \tmsdebug\log-watchdog.txt

f) TMSProvisioningService

o What it does: This service starts the local TMS-Agents and it is needed for provisioning

o Symptoms: Unable to create or edit groups or users within TMS on page Systems > Provisioning > Directory

o How to fix: - Restart the service, if that doesn’t work restart the server. - Logs are found in \tmsdebug\log-provisioningservice.txt



Phonebook (Corporate Directory) Common Errors Common errors which may see with Phonebook service on TelePresence Management Suite. May see following errors on the endpoint if corporate directory is not working properly:

Message Explanation or Suggested Solution

Request timed out, no response x The TMS server is busy, try again.

Warning: directory data not retrieved: 404

x The endpoint is configured with the IP address of a different web server than the TMS server.

x The corporate directory path on the endpoint is wrong.

Warning: directory data not retrieved: 401

x The “Public” virtual directory on the TMS server is NOT configured to allow Anonymous Access.

x The most common problem here is that anonymous access is set but the account used has been overwritten by a group policy. The default IUSR user is a part of the guest account and typically group policies disable this account.

TMS: No phonebook(s) set on this system

x No phonebook(s) set on this system in TMS. Configure the endpoint to subscribe to phonebooks in TMS.

x Using NAT on the endpoint can lead to TMS not recognizing the system and will not allow it to retrieve any phone books.

Request timed out, no response

x The endpoint is configured with the IP address of a non existing web server.

No contact with server x The IIS is restarting or in a state where corrupted messages are received.

Upgrading from a previous TelePresence Management Suite version x Upgrading of the TelePresence Management Suite software itself is handled automatically by

the TelePresence Management Suite installer. Some additional steps may be required to complete the upgrade depending on the previous version used.

x Important: For detail please refer to the installation guide or the version specific Upgrade Notes

Security patch for TelePresence Management Suite Server Appliance x Cisco will release a patch specifically for the Server Appliance within one calendar week of

Microsoft’s patch release. This file will only include relevant patches that need to be applied to the Server Appliance to patch the components the system uses to achieve the Cisco specific functionality. All patches released from Cisco are tested to ensure there are not effects on functionality from the Server Appliance.

x Please visit the following link for more detail information: http://www.tandberg.com/support/video-conferencing-security.jsp

Compatibility with existing Integration Portfolios x TelePresence Management Suite Integration Compatibility matrix for TMS12.6.x and

TMS13.0:

Product Compatible Version

TANDBERG See&Share Version 3.3 TelePresence Management Suite Microsoft Exchange Integration All Version TelePresence Management Suite Microsoft LCS Integration All Version TelePresence Management Suite Conferencing Extensions All Version TelePresence Management Suite – IBM Lotus Notes Integration All Version



TelePresence Management Suite – IBM Louts Sametime Integration All Version TelePresence Management Suite Movi for IBM Louts Sametime All Version TelePresence Management Suite 3rd Party Booking API All Version

Uninstall TelePresence Management Suite x Uninstalling TMS will remove the TMS application, website, and services. It will leave any

customer data, logs, databases and database servers intact for use in future upgrades. If you wish to completely remove all TMS information from the server, please refer to installation guide for more details.

x Uninstalling the TMS Application: Start the uninstall wizard by selecting ‘Uninstall TMS’ from the TANDBERG Program Group in the Start Menu or by using Add/Remove Programs under the Windows Control Panel.

Useful TelePresence Management Suite Related Document References Most of the documents below can be found in the TelePresence Management Suite Software package

x Software Release Note x Installation and Getting Started x Administrator Guide x Product Support Document x Redundancy Configuration and Overview (Fail-over or redundancy setup) x Secure Server for TMS (Hardening Win 2003 server) x TANDBERG Secure Management (Secure communication on TANDBERG products) x 3rd Party Booking API (For programmer references)



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Any Internet Protocol (IP) addresses and phone numbers used in this document are not intended to be actual addresses and phone numbers. Any examples, command display output, network topology diagrams, and other figures included in the document are shown for illustrative purposes only. Any use of actual IP addresses or phone numbers in illustrative content is unintentional and coincidental.

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D1448510 - TelePresence Infrastructure Technical Handbook · IP issues (H323/SIP) ... Quick...

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