Unable to get System Type - TMS 15.2.1

[Aman Soi]

Hi ,

I am trying to add Cisco SX20 running on TC 7.3.6 but  we get the message as attached. But the device gets added as Endpoint in TMS.

When we see System--Navigator --Endpoints  in TMS .

Select the endpoint and go to Settings --View Settings for added Endpoint in TMS after adding  , we get System Type as "Cisco Telepresence SX20".

what could be the reason for this?

Please advice.

regds,

aman

[Patrick Sparkman]

I've seen that happen a few times myself, especially if the network where the endpoint is located tends to be slow, TMS just doesn't give itself enough time when trying to communicate to the endpoint.  You'll notice TMS says "Unable to get system type from...", however moments later it does by saying "Got system type...", I'd be worried if it just couldn't communicate to the endpoint at all.

Below is an example from an endpoint where I see this type of error all the time, the endpoint is installed in someone's home, TMS communicates to the endpoint is over public internet.  With endpoints on the LAN, I never see this error.

Checking system type for <name>
Trying to find Cisco TelePresence System using HTTPS at x.x.x.x
Unable to get system type from <name>
Got system type Cisco TelePresence E20 for <name>
Getting System identifiers from system
Got System identifiers from system. MAC: 00:00:00:00:00:00. Serial No: XXXXXXXXXXXX
Verifying system identifiers
Reading settings from system '<name>'
Getting system status from system
Got system status Idle from system

[Aman Soi]

[+5] thanks Patrick.

[Shefali Sharma]

Hi Aman,

Can you please perform the following steps:

1.  Delete the SX20 device from TMS.

2.  Initiate Wireshark Analysis for TMS.

3.  Add the endpoint again on TMS.

4.  As soon as you face the issue, close the Wireshark analysis and collect that capture and attach it here.

It mostly looks like a TLS transport issue. However, to confirm the same, I would like to have a look on the Wireshark capture.

Thanks,

Shefali Sharma

[Aman Soi]

thanks for inputs.

I will try the same and let u know.

regds,

aman

[art.laursen1]

I am facing the same issue on every endpoint I force refresh on TMS 15.1 that were originally added via CUCM. However the System Type is displayed correctly in the Settings tab. Has this been resolved? I would not like to tell the client to ignore the message (displayed in RED).

[Aman Soi]

Hi,

Issue may be due to bug

TMS Does Not Offer TLS 1.2 With Medium Security Mode

CSCuz85912

Symptom:
TMS does not offer TLS 1.2 in the client hello message to endpoints for management even if it is enabled on the OS. This will cause a communication problem with TC 7.3.6 and CE 8.1.1 endpoints over TLS and they will show "no http(s) response" if HTTP is not enabled as a fallback.

Conditions:
TMS 15.x running on Windows 2012 R2 or Windows 2008 R2 (with TLS 1.1 and 1.2 manually enabled in registry). Security mode set to medium.

Workaround:
Use HTTP to manage the endpoints or change the security mode on TMS to medium-high. NOTE: Changing to medium high will disable a number of other protocols and can cause issues managing immersive endpoints and other legacy systems (see 15.x release notes).

Finally,we were able to resolve the issue by upgrading TMS to 15.3

regds,

aman

[art.laursen1]

Thanks Aman!

Art Laursen - Dimension Data