TelePresence SX20 lost its configuration

[servicedesk.brasil]

Good morning.

This week our SX20 stopped starting normally. Now it starts with a Welcome screen, then shows a message "No room system was found in your network".

We belevie that someone did a factory reset in the equipment, but now we can't access the web interface to reconfigure it.

The IP answers to ping, but the webpage doesn't load.

Any help would be appreciated.

Thanks

[@Syed]

What server are you registering this device to? CUCM/VCS?

[George Sotiropoulos]

You need to check on the CUCM if you have allowed at "Product Specific Configuration Layout" the Web Access on the SX20.

Ideally, if this is set to Allowed, then you would be able to access the system via Web.

[servicedesk.brasil]

We really don't know about these settings, in fact, we tried contacting the support (those who installed the whole system for us), but they said that couldn't help us... now the only information they have about our system is the external IP to call us for videoconference...

Note: This message (main attached document) is shown in the connected equipment Cisco Telepresence Touch 10, which keeps asking to connect to a room to continue.

[George Sotiropoulos]

Hello,

The SX10 Touch Panel requests the IP address of the Sx20 Video-Endpoint.Can you enter this and let us know if this works for you?

G

[servicedesk.brasil]

OK, I found the IP that SX20 got automatically from DHCP, then we were able to access it, but now it is asking for registration and also we can't call it using the previous external IP that it used to have.

Is there a way to reconfigure this IP to receive calls?
Is this register mandatory to enable this "receive calls" function?

[George Sotiropoulos]

Ideally, your system is registered to a CUCM or VCS server.

From what you describe it may be possible to just had a Static NAT (from Outside to Inside) to a specific Inside IP address:

Public->Specific Internal IP.

If this is the case and you dont have the same IP address as before, the it is impossible someone to reach you from your "outside" network.

[servicedesk.brasil]

Hi again.

We have this specific IP address, it was reconfigured and we're receiving calls now, but the ones who tries to call us, can't see nor hear us, however we can see and hear them normally.

We tried calling the Bluejeans's Parrot and it works normally, audio and video, hence we don't know if it's a external or internal problem.

[George Sotiropoulos]

Hello again,

You should try to check the configuration on your firewall and if possible find the logs for the corresponding call to verify what may be blocked (outgoing traffic from your lan to the external party).

George