Polycom 1500/1800/2000/4000 manual Troubleshooting, Known Issues, Uri

Appendix H - Deployment Into Microsoft Environments

ICE Environment - Collaboration Server Active Alarms

Active Alarm	Phase	Alarm Displayed When	Troubleshooting
ICE failure: No	Service	The Collaboration Server did
response from the A/V		not receive a confirmation
Edge Server to the		response from the A/V Edge
Collaboration Server		Server to the Service request.
Service Request
ICE failure: Received	Service	The Service message
Service message does		response does not contain the
not contain the		Credentials.
Credentials.
ICE failure:	Service	The Collaboration Server
A/V Edge server URI		failed to resolve The remote
cannot be resolved		address of the Edge server
		URI.
ICE failure: Service	Service	This alarm indicates that the
credential denied. A/V		OCS does not configure with
Edge server credentials		the credentials.
rejected by the OCS.		Generated by the ICE stack.

Troubleshooting

●At the end of the installation and configuration process, to test the solution and the integration with the OCS, create an ongoing conference with two participants, one dial-in and one dial-out and connect them to the conference.

●If the active Alarm SIP TLS: Registration server not responding is displayed, stop and restart the OCS Pool Service.

●If the communication between the OCS and the Collaboration Server cannot be established, one of the possible causes can be that the Collaboration Server FQDN name is defined differently in the DNS, OCS and Collaboration Server. The name must be defined identically in all three devices, and defined as type A in the DNS. You can test the definition of the Collaboration Server FQDN name in the DNS by pinging it, and receiving the Collaboration Server’s signaling IP from the DNS in the response.

●The communication between the OCS and the Collaboration Server can be checked in the Logger files:

SIP 401/407 reject messages indicate that the Collaboration Server is not configured as Trusted in the OCS and must be configured accordingly.

SIP 404 reject indication indicates that the connection to the OCS was established successfully.

Known Issues

●Selecting Pause my Video in the OC Client causes the call to downgrade to Audio Only if the call was not originally an Audio Only call (the call was started as a video call).

If the call is started as an Audio Only call and video is added to it, or if the call was started as a video call and during the call it was changed to Audio Only and then back to video, selecting Pause my Video will suspend it as required.

Polycom®, Inc. 1006