Webex Meeting Server System Status / Reboot

j-ackermann · ‎10-31-2016

Hello all,

quite regularely after a scheduled maintenance and the following server reset at leas the media server in our 250-user deployment remains in down state. It sometimes becomes active after a few reboots (via Vcenter guest restart), sometimes it helped to manually reboot the admin server as well.

In one case so far the admin machine didn't become active after a reboot and had to be reinstalled (luckily it accepted the backup from the storage server).

Is this the official way to reboot a CWMS Server or ist there a better way? How can I determine the state of the Server once it shows it is up in the white screen of the Vcenter console with the admin server system properties list the machine as down?

thanks a lot,

J.

dpetrovi · ‎10-31-2016

Hi,

Turing Maintenance Mode on and off should restart services of all the VMs and bring them all up.

If this is not working properly and you are having issues with your Admin or Media VM coming back up to Good state after that, we would need to access CLI to see what might be wrong. You will require Cisco TAC assistance with that.

One thing you can do to ensure troubleshooting can start right away is the following:

1. Before you even put the system in Maintenance Mode, go to CWMS Administration > Support > Remote Support Account

2. Create remote support account with the name 'ciscotac' and make it valid for 30 days.

3. Note down the PASSPHRASE you will get.

4. Use Putty or any other SSH tool and see if you can open SSH session toward each of the VMs. Each connection should be established and it should ask you for login credentials (which you won't have, but the fact that SSH is enabled means that the Remote Support Account was properly created and propagated to all the VMs.

This way, in case VMs are showing as not connected in CWMS GUI after Maintenance Mode, Cisco TAC engineer can SSH to all the VMs and check the status of services and investigate logs to understand why the VM is not connecting.

Unfortunately, there isn't much you can do to troubleshoot this issue and you should engage TAC to see how this can be permanently resolved on your system.

I hope this helps.

-Dejan