C20 telepresence stating "not registered" after factory reset

[orodney170]

I recently did a factory reset on a Cisco C20 telepresence codec due to a configuration issue and now at the top of the screen it shows that it is no longer registered and can no longer make calls. I have read through the manuals for the unit and cannot locate how to register the device to begin making calls again. Can someone give me some insight into this issue. I do apologize for my lack of knowledge, but this is my first time dealing with this device.

[Dennis Mink]

Check the basics first. Can it connect to cucm, can you ping it from cucm? Is it in the right vlan?  Maybe statically set the sip proxy on the c20 itself.

[Patrick Sparkman]

A factory reset clears out the entire configuration of the endpoint, which means you'll need to configure it, but you need to tell us more about how the C20 is deployed so we can help.

Do you have CUCM or VCS?

If you have CUCM, take a look at the Administering TC Endpoints on CUCM.

If you have VCS, you can configure the H323 and/or SIP settings to register it, refer to the C20 Admin Guides for more information.

If you don't have CUCM or VCS, than you'll need to configure it as a standalone endpoint, in which case take a look a thread sx20-standalone.  In standalone mode, the endpoint will say "not registered", this is normal and can be ignored.

[Bob Fitzgerald]

Hi!

Hopefully you backed up the configuration before doing the Factory Reset.  If so you can open it in Wordpad to find the settings you need to replace.  If you did a Factory Reset because of a configuration issue then I don't recommend restoring it.  Manually replace the settings that you really need first, then make additional adjustments as you need them.

No Gatekeeper registration;

Since you have a C20, if you aren't normally registered to a H323 Gatekeeper you will want to access the web GUI of the C20 and go into Configuration>System Configuration>H323 and change the CallSetup parameter from Gatekeeper to Direct.  This will make the "Not registered" message go away.  Also in the H323 settings are the NAT settings.  If your C20 is supposed to be publicly accessible and it is deployed behind the firewall then you might have had NAT configured.  You will need the public IP address for the Address field and you will want to start with Auto for the Mode for testing.

Gatekeeper registration;

Access the web GUI and go into Configuration>System Configuration>H323.  The CallSetup will already be set for Gatekeeper so you will need to add the Gatekeeper address.  Leave the Gatekeeper Discovery set to Manual.  You will also need an e.164 alias and/or a H323 ID.  The e.164 must be all numbers but the H323 ID can be alphanumeric (frequently is is configured like a SIP URL).

I hope that helps.

[orodney170]

Thanks to everyone who responded to my inquiry. Unfortunately, I did not backup the configuration before I did the restart. So I do not know if the C20 did or did not use a gatekeeper for registration. I did write down the address that was in the space where it now states "not registered" though. Can that help me identify if the unit used a gatekeeper or not? Also, if it did use a gatekeeper, who would I need to contact to get the H.323 ID, e.164 and gatekeeper address?

[Patrick Sparkman]

If you have the gatekeeper address that was configured on the C20 prior to the factory reset, you can see if you can backtrack it to where it was registered, either locally by your organization or by someone external.  Once you figure out where and who the gatekeeper is hosted by, you can contact them for details on how to get it registered.

[Bob Fitzgerald]

Hi!

For the address that was in the spot where "not registered" is currently, is it an IP address?  If so, then that would probably have been either the IP address of the C20 or the NAT address.  This would also suggest that the C20 might not have been registered to a Gatekeeper.  If it is an IP address and not the IP address of the C20, then that would lean towards a NAT address.

If the address was something else (like a name@domain address) then that suggests a Gatekeeper registration.  Your company might have someone in charge of the VTC equipment.  If so, try them first because they should have configuration information for the C20.  If not, try the IT team.  If the Gatekeeper is deployed on your network, the IT people should be aware of it.  If it isn't, then they should also know what address the VTC traffic had to be opened to and what company they were dealing with.

Thanks!