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No Audio Played When Paging With InformaCast

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Cisco Employee

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Please rate helpful content (i.e. videos, documents, comments). Also, please select the correct answer(s) if any comment(s) answer your question otherwise the questions remains on the support forums as unanswered.

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This video covers how to troubleshoot a fairly common issue of phones not receiving audio from the InformaCast server. The method demonstrated in this video is pcaps, and the InformaCast performance log. You can also use the tool below:

https://www.singlewire.com/tools/multicast-testing-tool

NOTE: If you are using Meraki switches, they have IGMP snooping enabled by default. This can cause issues and needs to be disabled by Meraki. Once you contact them and have them disable IGMP snooping, test the paging again.

Get packet Captures From Phone and InformaCast

Gather a packet capture from one of the phones (you can also use SPAN if needed) that should be receiving audio, and gather a packet capture from the CLI of InformaCast with these steps:

 

    1. Connect to the CLI of the Informacast box via SSH
    2. Execute this command to start capturing and create a file named "test.cap"
        sudo capturePackets test.cap

    3. Page out to the phones that aren't working
    4. Hit Ctrl+c to end the pcap
    5. Execute ls to ensure the packet capture is on the box
    6. use SFTP or Secure Copy (SCP) in order to transfer the file to your PC

 

This is how it will look when you start the capture and then hit ctrl+c to end the capture

 

InformaCast PCAP.JPG

Get the performance log from InformaCast

https://X.X.X.X:8444/InformaCast/logs/performance.log

Where X.X.X.X is the ip address of Informacast.

Or you can navigate to the log through the GUI:

Hover over help, then click on Support. After that click on the Performance Log hyperlink.

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Please rate helpful content (i.e. videos, documents, comments). Also, please select the correct answer(s) if any comment(s) answer your question otherwise the questions remains on the support forums as unanswered.

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3 Comments
Cisco Employee
Cisco Employee

This is the link I mentioned in the video for collecting pcaps from the phones.

https://supportforums.cisco.com/document/44741/collecting-packet-capture-cisco-ip-phone

Beginner

In 99% cases the issue is with Multicast environment. Save yourself the trouble of going throught the bundle of log files. Please check if the below mentioned set of commands are enabled on your L3 switch (If the IC Server and recipients are in 'same LAN' but different VLANs or same vlans):

1. Globally enable multicast on your switch:

#ip multicast-routing

2. Under VLAN interfaces, enable pim sparse-dense mode (make sure igmp is enabled too)

#interface vlan 100

#ip pim sparse-dense-mode

#ip igmp version 3

 

If the two servers are distributed across the WAN, use the same set of commands under gig interface instead of vlan. Please refer to Cisco's multicast deployment reference guide for more details.

 

Please rate helpful content (i.e. videos, documents, comments). Also, please select the correct answer(s) if any comment(s) answer your question otherwise the questions remains on the support forums as unanswered.

 

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