Symptoms: CUCM is showing the endpoints to be registered fine and working properly. Point to point calls work fine. Only when attempting to add this endpoint to TMS via CUCM list one or several endpoints may show as "Not registered to CUCM". Rebooting TMS or Removing the MAC for this endpoint or rebooting the endpoint or rebuilding the CUCM list still does not resolve this issue verify if the customer has multiple CUCM clusters and or multiple CUCM groups within the same cluster Work around: Attempt to migrate the endpoint to another CUCM group Some notes on TMS and CUCM: This maybe related to a fail-over scenario in a clustered UCM setup. The fail-over happens when one UCM node goes down, for example when customer is upgrading CUCM to new version. There is a problem in the way TMS handles endpoint registration status on the UCM. TMS does not expect to get multiple statuses for the same endpoint coming from different CUCM nodes and does not take the time stamp provided by CUCM into account. TMS also has a minor bug that causes problems with large numbers of unregistered endpoints, Refernce DDTS  CSCtx40937. The reason the problem clears itself after 24 hours is that UCM cleans up its endpoint registration status list, removing any endpoints that have been unregistered on a cluster node for more than 24 hours. Sometimes it may be taking longer than usua to clear. NOTE: TMS only supports a single  Cisco Unified CM cluster (one top level domain). Some other specific details which will be added to the upcoming Cisco TMS Admin guide (coming out with TMS 14.1 very shortly) are: •-         If a system is provisioned by Cisco Unified CM and there is a trunk to a Cisco VCS, Cisco TMS: •-          will never use H.323 for the system even though it might support it. •-          will never use IP dialing for the system. •-          cannot verify that the trunk between the Cisco Unified CM and the Cisco VCS is set up correctly,             Cisco TMS just assumes that it will work and that the Cisco VCS is able to route calls to the Cisco Unified CM and vice versa. •-          Does not support MCUs or Cisco TelePresence Server SIP-trunked to the Cisco Unified CM.             These must be registered to the Cisco VCS supports only one Cisco Unified CM top level domain. •-          Will always append the top level domain to calls going through the Cisco Unified CM - make sure the Cisco VCS accepts this kind of dial plan/numbering scheme (unless you turn off native interop call routing). •-         ONLY  supports one Cisco Unified CM cluster (one top level domain). Therefore this issue could be related to more than one cluster and/or CUCM not appropriately cleaning up its endpoint registration status list ... View more

Q: What is the recommended upgrade path for Cisco Telepresence gear from CTS 1.5.x to 1.9.x A: The recommended path for upgrading is to upgrade to the  latest in each train prior to jumping to the next train not leap  frogging another train to miss important firmware updates. This is especially important when doing an upgrade For example going from CTS 1.6..5 to 1.9.2 it is recommended to jump  first to latest 1.7.6 then to 1.8.5 then to 1.9.3 in a step wise upgrade Testing with the BU always check the latest 2 trains prior so for example 1.9..x would test only down to 1.7.x ... View more

Procedure for how to reset the CTS GEN 3 display: Note: When in Factory mode on GEN3 Display will notice scrolling colors To change to production mode do the following: •3)     The status of the factory reset progress will be shown on the screen. •4)     Power Cycle the display once the process is complete. ... View more

Problem Description Incoming calls to CTS endpoint have audio only and no video Root Cause An incorrect CUCM config: The most common reason for this is bandwidth issues and/or not disabling "Speakerphone" and "Speakerphone and Headset" on Phone Device Profile. A less comon cause of this same issue is configuring MTP “Media Termination Point Required" on the codec device profile under the "Protocol Specific Information" section. Verify this is unchecked. Resolution For issues with audio only and no video on a Telepresence call there may be one of several common issues with the CUCM configuration: 797x phone config (Device•àPhone) Product Specific Configuration Layout Make sure that the following is checked: a) Disable Speakerphone b) Disable Speakerphone and Headset If these are not done the phone could pick up before the codec causing intermittent audio/video issues Bandwidth issues (VERY common !!!) Check which Device pool the phone and codec are in from the Device profile. CUCM Device----->Phone--->Device Info Next go to System--->Device pool and check the “Region” and “Location” and check the settings Note these settings, then check System--->Region and verify that interregion BW settings for Video and Audio are set to “Unlimited” Do the same for "Location" under System--->Location verify that Video Bandwidth is set to "Unlimited" Note: A Location has to be configured even if using "Hub-none" which is tied to the Device profile which also needs to be set to Unlimited for Video MTP (Media Termination point Required) on codec device profile configured Less comon but can cause the same issue is configuring MTP “Media Termination Point Required" on the codec device profile under the "Protocol Specific Information" section. Please make sure this is unchecked !!! ... View more

Problem Description Incoming calls to native Cisco Telepresence systems phone ringer not working even though the call is seen incoming on the phone and the phone ringer is operational as well. Root Cause An incorrect CUCM DN number configured matching for the phone and codec is the most common reason for failure of the ringer for incoming calls. Example: IP phone DN number does not matching Codec setting: Codec has 5835, whereas IP phone (7975) attached to the codec is set to DN 8350 Resolution Go to CUCM Device--->Phone and change the DN the CTS- 7975 phone and codec to match Line 1 (1) ... View more

Problem Description When changing from secure to non secure, rarely the codec will not delete the CTL file via GUI (Unified CM) Symptoms Error deleting the CTL file via GUI (Unified CM) Example from Sysop logs: 2012-02-23 20:41:57: ERROR Download unsuccessful: File CTLFile.tlv not found on host 155.125.93.20 2012-02-23 20:41:57: INFO Using existing CTL Root Cause SW issue Workaround/Resolution Unfortunately, the only way to recover is to factory reset the codec to remove the CTL file. Suggested steps to recover via CLI SSH access to the codec: NOTE: Physical access to the codec is necessary via a laptop connected to the doccam port with the laptop set to DHCP and the wireless adapater disabled. admin: utils system factory reset init init - This will set the system to the factory initialized configuration but leave the system on its current boot slot (Suggested option), or reset - This will set the system to the factory default setting including setting the boot slot back to the factory slot NOTE: This can take anywwhere from 15-30 min to complete. PLEASE do NOT power cycle until it completes the reset !! Reset progress can be monitored with a browser opened to the IP of the codec (IP for the laptop of 10.0.0.2 and for the codec through the doccam port 10.0.0.1 to access). 2. Once reset is complete, type "admin: show config system" and verify model type 3. If incorrect model type appeasrs (e.g. showing CTS 1000 when it should be CTS 1300) correct as follows: admin: set ctstype "insert CTS type value" Syntax: set ctstype WORD [force] WORD: mandatory CTS type, values are: 500,1000,1100,1300,3000,3010,3200,3210 force: optional (If skipped, this will bypass the "Are you sure" prompt) Example:admin: set ctstype 1300 When Are You Sure? prompt appears, type “yes” to restart Calling services. This will reset the codec and may take several minutes to complete. 4. If after 5 minutes, the codec has not reset, initiate the command again. Wait 5-10 minutes and if it still does not restart, initiate the resart from codec GUI under "System Restart" NOTE: May reload as many as 2 times. Please wait till this is completed and may take up to 30 minutes. 5. Check “show config system” to see if the ctstype has changed. System Config CCM Mode : CCM Model : Cisco TelePresence 1300-65 IP Address : x.x.x.x Displays : 1 Load Image : CTS.1-7-4-270R-K9.P1.sbn Time Zone : Eastern Standard/Daylight Time 6. Codec should now show as on CUCM If still an issue please contact Cisco TAC for assistance Please allow Cisco TAC to access via Webex to make the necessary config changes. ... View more

Problem Description/Symptoms New install or codec refuses to upgrade or register to CUCM Shows up in CTS GUI Device information as CTS 1000 Device/Component(s) CTS Conditions / Environment Typically seen on new installations where the codec left the factory running the factory load Verification If this matches your symptoms for a new install that does not upgrade, does not register, or remains incorrectly listed as a CTS-1000 please follow these verification steps: In the output of CTS CLI "admin: show config system" in the CLI check if "CCM Mode" is "NON CCM" In the output of "admin:show tech runtime" check for "autoUpgrade=false" and "loadS5=SIPTS.1-4-1-MTS-2146MTS-4D-K9.sbn" If these entries exist, please open a Service Request with TAC for assistance. ... View more

Problem Description ACU not recognized by the primary codec or is disconnected which is causing issues with the light shroud, or when running hardware setup for ACU, getting error message that the primary codec cannot communicate with ACU. Auxiliary Control Unit The auxiliary control unit provides the ability to conserve energy by  powering the Cisco TelePresence System  lights on and  off. There is one power inlet, five controlled power outlets, and one  power outlet that is not controlled (unswitched). In addition, there are  two serial ports and an incoming and outgoing Ethernet connection that  allows you to control peripheral items. The auxiliary control unit is  controlled by your CTS  Administrator and can be configured to: Turn  the CTS lights on during a Cisco TelePresence call and turn the  lights off after the call completes, or to stay on for a period of time  after a call completes Turn the CTS  lights on according to a configured time schedule Leave the CTS  lights on continuously Conditions / Environment Normal operation Root Cause Faulty hardware and/or incorrect cabling and/or firmware rev can cause issues with the ACU which can affect the light shroud activation. Verification CLI command output from codec for "admin: show hardware all" Show hardware all: (partial) (if ACU not showing up will see ): Aux Control Unit Model : INFO:ACU disconnected Aux Control Unit Version : INFO:ACU disconnected Aux Control UDI Vid : INFO:ACU disconnected Aux Control UDI Pid : INFO:ACU disconnected Aux Control UDI Sn : INFO:ACU disconnected Or if ACU recognized will see: Control Unit Model : Auxiliary Control Unit Aux Control Unit Version : System Firmware: 01.30 Aux Control Unit UDI Vid : V01 Aux Control Unit UDI Pid : CTS-LIGHT-CTRL Aux Control Unit UDI Sn : VLX13100PWB or checking the CTS logs check nv/log/capture/showsysinfo.log Working unit will appear as follows: AUX_CONTROL_UNIT_STATUS=ok AUX_CONTROL_UNIT_CABLE_STATUS=plugged AUX_CONTROL_UNIT_CUCM_CONFIGURATION=1 Unit not working or missing or with cabling issue Aux_Control_Unit_Model=INFO:ACU is disconnected Aux_Control_Unit_Ver=INFO:ACU is disconnected Aux_Control_Unit_UDI_Vid=INFO:ACU is disconnected Aux_Control_Unit_UDI_Pid=INFO:ACU is disconnected Aux_Control_Unit_UDI_Sn=INFO:ACU is disconnected Resolution Troubleshooting requires access to the CTS GUI as well as more importantly the CLI of the codec Troubleshooting steps: Power Off / Power On of the ACU (Check for powe switch LED) Reset button back of ACU ( Reset button is on the back of the ACU between the Ethernet ports and Serial interfaces) Installation troubleshooting Cabling: Ensure Main Power cable for ACU is connected to its own electrical circuit and NOT connected into a PDU Ensure that the light shrouds are connected into the ACU and NOT directly into PDUs Ensure Ethernet cable connects ACU (Ethernet Port 2) to Master Codec (Auxiliary Ethernet Port / Document Camera Port) CTS GUI Troubleshooting: See if you can turn the light segments on / off from System Reset ACU from System Administration Web GUI Firmware Troubleshooting: The Firmware for the ACU can be checked to be out of date which is likely causing this issues with the light shroudas well The ACU firmware should be  "1.30"  for the firmware for the ACU but if  it is showing to be 1.27: Aux_Control_Unit_Model=Auxiliary Control Unit Aux_Control_Unit_Ver=System Firmware: 01.27 this is then outdated firmware. Go into the CLI and issue the following to force the firmware upgrade: “admin:set upgrade auxilary-control force reboot” admin: set upgrade firmware auxiliary-ctrl force reboot” Setting forced firmware upgrade admin: Then reboot Admin: show upgrade detail (should be 1.30 for Aux control) • •admin: show upgrade detail •There are no peripherals being upgraded at this time •Command succeeded •primary sub system... •AutoUpgrade = true •Peripheral versions: •                  device csum/ver & date     image csum/ver     •camera               462:789 (05/08/2009)           462:789 •audio card                 14                             14 •audio extension             7                               7 •auxiliary ctrl         01.30                           01.30 •graphics driver       0xddfd (09/28/2010)             0xddfd •graphics icons         0xb391 (09/28/2010)             0xb391 •display device         11.0D                           11.0D •firmware             01/14/10 (01/14/2010)           01/14/10 F If showing issues please contact Cisco TAC and be ready to provide complete CTS logs and Webex access to CLI of codec as well as root access for further troubleshooting •Checking CTS codec logs nv/log/capture/showsysinfo logs: •Aux_Control_Unit_Model=Auxiliary Control Unit •Aux_Control_Unit_Ver=System Firmware: 01.27 •Aux_Control_Unit_UDI_Vid=V01 •Aux_Control_Unit_UDI_Pid=CTS-LIGHT-CTRL Aux_Control_Unit_UDI_Sn=VLX13170QIS Codec CLI troubleshooting: • Best practices for CUCM config for ACU should for the CUCM config be set to: CUCM-->Device Phone--->Optional HW •1) Under Optional Hardware Check the box for the ACU •2) Under "Auxiliary Control Unit - (If installed) make sure the power control is set to "On with calls only" • • Also can you attach to CLI and gather the following command output and update to the case.: •a) admin: utils arp list •b) admin: show hardware all •c) admin: utlils network ping tblackout1.local (If seen on utils arp list)      tblackout1.local = ACU If recognized by CTS codec via CLI: •admin: utils arp list •Address HWtype HWaddress Flags Mask Iface tbcam1.local ether 00:0B:E2:0E:2F:A9 C eth3 •131.190.201.17 ether 00:00:0C:07:AC:40 C eth0 •ts4.local (incomplete) eth2 •tbblackout1.local ether 00:1D:E5:EA:83:1B C eth2   (ACU) •tbcam2.local (incomplete) eth2 •tbipp.local ether 00:26:0B:D8:D1:5F C eth0 • Or if NOT recognized: •admin:utils arp list Address HWtype HWaddress Flags Mask Iface • ts4.local (incomplete) eth2 •ts3.local ether 00:1D:A2:39:17:E1 CM eth0 •tbipp.local ether 1C:17:D3:C3:7B:52 C eth0 •tbblackout1.local (incomplete) eth2                    •10.22.37.250 ether 00:00:0C:07:AC:25 C eth0 •tbcam1.local ether 00:0B:E2:0E:3B:5F C eth3 •tbcam2.local (incomplete) eth2 •ts2.local ether 00:1D:A2:39:08:6F CM eth0 Entries: 8 Skipped: 0 Found: 8 admin: If still unable to get the ACU to respond please contact Cisco TAC and please provide complete CTS logs as well as Webex access for the CLI of the codec Cisco part number for ACU:  CTS-LIGHT-CTRL= ... View more

Problem Description Timing of shroud light power down in CTS v1.7 Conditions / Environment Normal operation Root Cause NOTE: This information pertains to systems with their CUCM profile set to "On with calls only" Generally, the lights turn off after 15 seconds for personal systems (CTS-500, CTS-1000 for example) and the public room systems turn off after 5minutes (CTS-3000, CTS-3200) For the 500 unit, this is configured in the CUCM profile under Product Specific Configuration Layout under Lights. For the 3xxx and 1xxx models with an ACU, it is configured under the CUCM profile under Auxiliary Control Unit - Power Control. The trigger to turn off the lights varies depending on the system type and setup Summary of the differences: CTS Model Light Timer 500 15 seconds 1xxx 15 seconds 3xxx 5 minutes Exceptions: If there is presentation plugged in or a DMP is connected, the system will turn the lights off after 15 seconds regardless of system type. There were some inconsistencies in shroud light shutdown times in pre 1.7 code. For additional information see: CSCsq18243 - Set the light to 15 secs for CTS-500 and CTS-1000 CSCtd37215 - CTS-500 lights stay on 5mins after call ends ... View more

Problem Description Audio clipping is heard while sharing a presentation via VGA cable from a directly connected laptop that is playing music only during a Cisco Telepresence call. The video works flawlessly but playing music only triggers audio clipping. Conditions / Environment User sharing presentation while using a laptop directly connected via VGA cable for Cisco Telepresence. Cause / Problem Description The acoustic echo canceller is optimized for human speech, not music. Noise suppression will mistakenly identify certain frequencies in music for noise and attempt to suppress/cancel it. Also, doubletalk will certainly add to the clipping behavior. When playing audio via presentation, if someone talks, the AEC will kick in and suppress the audio, causing clipping unless the microphones are muted.  If the microphones are muted, the AEC then doesn’t have the chance to kick in.  The AEC is working as designed for Cisco Telepresence Resolution Muting the microphones on the side sending/sharing the presentation will suppress the audio locally, which can trigger the audio clipping by the AEC. If the microphones are muted, the AEC then doesn’t have the chance to  kick in.  ... View more

Problem Description Bandwidth failure error when intergrating CTMS (1.8) with TC5 Cisco/Tandberg endpoints as new install/config. Symptoms CTMS Alarm logs error: UTC PLATFORM ERROR] An alarm was sent successfully! Alarm Id:2011 Alarm Symbol:302011_ALARM_CCS_BANDWIDTH_FAILURE Alarm Timestamp: <date> Alarm Level:ERROR Alarm Source:CCS Alarm Conference ID: <Conference ID> Alarm DN: <DN> Alarm Action:Verify that sufficient bandwidth is configured on the Cisco Unified CM. Alarm Message:Call not connected: Bandwidth not sufficient, Directory Number :: <DN> Conditions / Environment New install or config for Native Cisco Telepresence CTMS 1.8; CTM 1.8 and Cisco Tandberg 5.x endpoints, for example MX 200 and or EX90 Root Cause Default BW rate for the Cisco/Tandberg TC 5.x endpoints like an EX90 is insufficient to dial into CTMS. Resolution For EX or C – Series MX200 (TC5) to dial into CTMS (min 1.8 and above) minimum bandwidth needs to be configured to 3.5 Mbps or above for interops to work. Verify "xstatus" and "xconfiguration" for the Cisco/Tandberg endpoint. To see the bandwidth setting on the Cisco/Tandberg TC5.x gear do the following: Example: EX90 (TC 5.x) Configure-->Conference 1-->Default Call Rate (768 kbps by default) NOTE: CTMS is not a transcoding solution, so all endpoints have to join at the same bit rate. You can lower the video call quality in CTMS to different rates, then the TC5 endpoint will join at that bit rate. http://www.cisco.com/en/US/docs/telepresence/multipoint_switch/1_8/administration/guide/meeting.html#wp1071468 Change The default template from best too better or good for 768K. However, this affects all endpoints in all meetings which will downgrade the user experience. Then change Call Rate to 3.5 Mbps or higher under CTMS config (GUI) > Default Meeting Settings. NOTE: Be sure on the CTMS 1.8 GUI that checkbox for CTS 1.8 (and later) and Cisco Telepresence EX and C series version TC5 (and later) endpoints is checked off: Per Release notes for TC5.0 http://www.cisco.com/en/US/docs/telepresence/endpoint/software/tc5/release_notes/tc_softwa re_release_notes_tc5.pdf Also please be aware of DDTS CSCtx17339 Using Touch UI, joining OBTP meeting with illegaly high call rate fails when making the changes to the call rate which affected TC 5.x code when adjusting the call rate make sure it is less then <6K Using Touch UI, joining One Button To Push (OBTP) meeting with illegaly high call rate fails. Check call rate to see if set to 6K or higher Work around: Lower to less then 6K for the Conference 1 call rate settings ... View more