Calls to Telepresence Server Packet Loss and Jitter Issue

[VCsupport17]

Hi Community,

We are testing video conference call that will be hosted by Telepresence Server with Conductor. We can call in to the bridge numbers (rendezvous) and also can schedule conference hosted by Telepresence Server + Conductor as a bridge on TMS and works fine. The issue is when calls are connected, checking on the endpoint's call status we are encountering huge amount of packet loss and jitter on the transmit side. But on received, no issue.

Here is screenshot on SX80 endpoint call status: 

And for the Jabber call status:

As you can see on the screenshots, on the transmit side there's huge amount of packet loss and jitter. 

What we need to check on the Telepresence Server and Conductor? Where should  I look to troubleshoot this issue on the TP servers and Conductor side? Also on the network side?

Telepresence Server version is 4.2(4.23) and Conductor is XC4.0.0.

Thanks in advance.

Sy

[Wayne DeNardi]

With that amount of packet loss, I'd be looking seriously at the network components between the two:

• Check the speed and duplex settings of all the components (device, switch, links between switches, etc) to make sure there are no mismatches.
• Check to see that the network cabling is OK (test the cables, swap out patch and fly leads, etc).
• Are any of the links in the path between the devices oversubscribed - are you getting packet drops on any of the interfaces?
• Do you have a QoS Policy defined and operational if there is congestion?

Wayne
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[VCsupport17]

Hi Wayne,

Thank for your response and recommendation.

I found this troubleshooting guide:

http://www.cisco.com/c/en/us/support/docs/conferencing/telepresence-server/118431-technote-telepresence-00.html

How can i change the ethernet speed or duplex? In our case we are using Telepresence Server virtual machine.

We'll investigate the network switch if duplex mismatch is causing the issue.

Right now we don't have QoS implemented on the network. 

To give you overview, the Telepresence Servers are on the server farm and the endpoints are on different VLAN. There are two firewalls in between endpoints and the server farm where the TP servers are located.

Thank you for your help.

Sy

[ahmed]

Hi,

 i have same problem like that, i have vTS+BE6k and MCU 5300 in same switch and in same vlan, when i do conference for several endpoints in MCU there is no packetloss, but when i do same conference and same endpoints there is some packetloss.

i think the speed of ethernet is cause but patrick said it is normal.

any idea for solution ?

thanks

acer

[Patrick Sparkman]

In addition to everything Wayne suggested, make sure that the firewalls aren't doing any kind of packet inspection.

Also, one troubleshooting method I'd do is connect the endpoints directly, try to rule out the TelePresence Server itself and see if anything between the endpoints themselves might be the cause as well.

Regarding the speed and duplex, it's not possible to change either of these, as they are negotiated automatically for the virtual TelePresence Server.  Taken from the online help guide of a virtual TelePresence Sever: "This value is negotiated with the device to which this port is connected or based on your manual configuration."

[VCsupport17]

Hi Patrick,

Thanks for additional inputs. We ruled out the TP server by trying point to point call between endpoints and no issue on packet loss. We are now suspecting the firewalls if doing some inspection of packets or the network switch if they have duplex mismatch. I'll let you know how it goes.

By the way, on the Telepresence Server, is there a section where i can find the status of the conference or the calls to check the packet loss? 

[Patrick Sparkman]

To view endpoint statistics on the TelePresence Server:

1. Go to Conference.
2. Click on the endpoint. The endpoint's Status page displays.
3. Click Statistics to view the Endpoint Statistics page.

Refer to the "Viewing endpoint or endpoint group statistics" section of the TelePresence Server 4.2 Printable Online Help starting on pg 40 for more info.

[VCsupport17]

Hi Patrick,

I checked the VM switch network adapter configuration. It was set to Auto and negotiated at 1000/Full.

But on the Telepresence Server it is showing 10000/Full. I'm just wondering how the speed/duplex on VM switch and TP server were different. Is this normal as expected on Telepresence sever virtual machine?

Thanks for help.

[Patrick Sparkman]

Think that is probably normal.  We have a virtual TelePresence Server running on an MM410v which comes from Cisco preconfigured, the network adapter is configured to 20000 Full, however the TelePresence Server is showing 10000 Full.