Troubleshooting Utilities, Ping, Top | Polycom 3725-76302-001O

See also:

Management and Maintenance Overview on page 332

Recommended Regular Maintenance on page 334

Alerts on page 342

Call Detail Records (CDRs) on page 400

Troubleshooting Utilities

The Polycom RealPresence DMA system’s Troubleshooting Utilities submenu includes several useful network and system status commands, which you can run and view the output of in the system’s familiar graphical interface. Each command is run on each server in the cluster, and the results are displayed in a separate panel for each server.

Ping

Use Ping to verify that the Polycom RealPresence DMA system’s servers can communicate with another device in the network.

To run ping on each server

1Go to Maintenance > Troubleshooting Utilities > Ping.

2Enter an IP address or host name and click Ping.

The system displays results of the command for each server.

Traceroute

Use Traceroute to see the route that the servers use to reach the address you specify and the latency (round trip) for each hop.

To run traceroute on each server

1Go to Maintenance > Troubleshooting Utilities > Traceroute.

2Enter an IP address or host name and click Trace.

The system displays results of the command for each server.

Top

Use Top to see an overview of each server’s current status, including CPU and memory usage, number of tasks, and list of running processes. The displays update every few seconds.

To run top on each server

»Go to Maintenance > Troubleshooting Utilities > Top. The system displays results of the command for each server.

Polycom, Inc.

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Polycom 3725-76302-001O manual Troubleshooting Utilities, Ping, Traceroute, Top

Contents

Polycom RealPresence DMA 7000 System Page Contents Local Cluster Configuration System Security Device Management MCU Management Integrations with Other Systems 152 Conference Manager Configuration Call Server ConfigurationSuperclustering Site Topology 278 System Management and Maintenance Users and Groups Contents Contents Page System Reports Polycom RealPresence DMA System Snmp Support 419 Introduction to the Polycom RealPresence DMA System Polycom RealPresence DMA System’s Primary FunctionsConference Manager Call Server RealPresence Platform API SVC Conferencing Support Polycom RealPresence DMA System’s Three Configurations Two-server Cluster Configuration Single-server Configuration System Capabilities and Constraints System Port Usage Port Protocol DescriptionEmbedded DNS on Send Usage Data on Polycom Solution Support Accessing the Polycom RealPresence DMA SystemWorking in the Polycom RealPresence DMA System Settings Dialog Box Menu/Icon Admin Provisioner AuditorField Input Requirements Menu/Icon Admin Provisioner Auditor Menu/Icon Admin Provisioner Auditor Menu/Icon Admin Provisioner Auditor Open Source Software License InformationModifying Open Source Code To replace an Lgpl library with your modified version System configuration Confirming configuration Additional DNS Records for SIP Proxy Additional DNS Records for the Optional Embedded DNS Feature Additional DNS Records for the H.323 Gatekeeper License the Polycom RealPresence DMA System Verify That DNS Is Working for All Addresses Set Up Signaling License the RealPresence DMA System, Appliance EditionLicense the RealPresence DMA System, Virtual Edition Set Up Security Set Up MCUs Connect to Microsoft Active Directory Set Up Conference Templates Test the System Security Certificates Overview How Certificates Work DER System Security Frequently Asked Questions Certificate Settings Column Description Certificate Information Dialog Box Certificate Signing Request Dialog BoxField Description Add Certificates Dialog Box Certificate Details Dialog BoxSection Description Certificate Procedures Install a Certificate Authority’s CertificateTo install a certificate for a trusted root CA Go to Admin Local Cluster Certificates To create a certificate signing request Actions list, select Add CertificatesActions list, select Display Details Actions list, select Create Certificate Signing Request Install a Certificate in the RealPresence DMA System Remove a Certificate from the RealPresence DMA System To remove a Trusted Root CA’s certificate Security Settings Actions list, select Delete Certificate Field Description Maximum security High securityCustom security Servers, not to allow ongoing use of unencrypted connections Subscribing endpoints are conference participants To change the security settings Go to Admin Local Cluster Security Settings Consequences of Enabling Maximum Security Mode On the Troubleshooting Utilities menu, Top is removed System Security Login Policy Settings Local Password Field Description Password ManagementPassword Complexity Session Local User Account UnlimitedField Description Account Lockout Account Inactivity Access Policy Settings BannerCustom Reset System Passwords To reset system passwords Wait a few minutes to log back in. See also Local Cluster Configuration Network Settings Field Description Server Dhcp Settings Field Description Shared Management NetworkTurn on Auto-negotiation or set Speed and Duplex manually Shared Signaling Network General System Network Routing Configuration Dialog Box IPv6address%eth0 Time Settings Licenses Licenses for the Appliance EditionField Description Active License Activation Keys Cluster Network Settings Licenses for the Virtual EditionDMA Host Licensing Server Signaling Settings SIP Signaling Device Authentication SIP Device AuthenticationUntrusted SIP Call Handling Configuration Signaling Settings Fields Field Description Settings SIP Settings Add Guest Port Dialog Box Field Edit Guest Port Dialog Box Add Guest Prefix Dialog Box Prefix number for this entry Edit Guest Prefix Dialog Box Logging Settings Alerting Settings Local Cluster Configuration ProceduresAlert ID Threshold Condition Description Add Licenses To request a software activation key code for each serverSelect Product Activation Click Generate Configure Signaling To configure signalingGo to Admin Local Cluster Licenses Go to Admin Local Cluster Signaling Settings Under Unauthorized ports, click Add Under Unauthorized prefixes, click Add Configure Logging To configure loggingAutomatically Send Usage Data Enable or Disable Automatic Data Collection See the Collected DataTo see the collected data Device Management Active Calls Call Details Dialog Box Tab/Field/Column Description Call Info On the Call Server Settings Tab/Field/Column Description BandwidthCall Events Subscription Events Endpoints Tab/Field/Column Description Property ChangesQoS Registration policy script see Registration Policy on Server Settings on Command DescriptionRegistration Policy on Names/Aliases in a Mixed H.323 and SIP Environment Registrations Device Management Add Endpoint Dialog Box Edit Device Dialog Box Edit Devices Dialog Box Add Alias Dialog Box Edit Alias Dialog BoxAssociate User Dialog Box Site Statistics Site Link Statistics External Gatekeeper Add External Gatekeeper Dialog Box Column Description External Gatekeeper Authentication Mode Edit External Gatekeeper Dialog BoxPostliminary This script to open the Script Debugging Dialog Box for External SIP Peer Add External SIP Peer Dialog Box Field Description External SIP Peer UDP Domain List Authentication Field Description PostliminaryTemporarily select Use customized script To header options Lync Integration Scheduled conferences is checkedExternal Registration Edit External SIP Peer Dialog Box Host/domain name Field Description Domain List Field Description Authentication SIP Peer Postliminary Output Format Options To Header Format Options Default To header for Microsoft. Equivalent to template Request-URI Header Format Options Default Request-URI for Microsoft. Equivalent to template Free Form Template VariablesVariable Description Add Authentication Dialog Box To Header and Request-URI Header ExamplesOriginal To Header Template Result Original Request-URI Header Template Result Edit Authentication Dialog Box Add Outbound Registration Dialog Box Edit Outbound Registration Dialog Box Template Variables on External H.323 SBC Device Management on Edit External H.323 SBC Dialog Box on Add External H.323 SBC Dialog Box Column Description External H.323 SBC Edit External H.323 SBC Dialog Box MCU Management MCUsPage Polycom, Inc 126 See SVC Conferencing Support on On page 234. It can register again Add MCU Dialog Box Field Description External MCU Prefix Dialog Box on Gateway Dialing Prefix Dialog Box on page 272. In this case, Profile. See Isdn Gateway Selection Process on Edit MCU Dialog Box Field Description Gateway ProfilesMedia IP Addresses Polycom, Inc 134 Polycom, Inc 135 Direct dial-in prefixsession profile Polycom, Inc 137 Add Session Profile Dialog Box Edit Session Profile Dialog Box MCU Procedures Isdn Gateway Selection ProcessTo view information about an MCU To add an MCU To edit an MCU To delete an MCU MCU Pools Command Add MCU Pool Dialog BoxEdit MCU Pool Dialog Box Column MCU Pool Procedures To add an MCU PoolTo edit an MCU Pool To delete an MCU Pool MCU Pool Orders Add MCU Pool Order Dialog Box Edit MCU Pool Order Dialog Box MCU Selection Process MCU Availability and Reliability Tracking 24% MCU Pool Order Procedures To view the MCU Pool Orders listTo add an MCU Pool Order To edit an MCU Pool Order To delete an MCU Pool Order Integrations with Other Systems Microsoft Active Directory Integration Microsoft Active Directory Connection StatusReport Report report Users ReportActive Directory Connection Understanding Base DN on Field Description Enterprise Conference Room ID Generation Enterprise Chairperson and Conference Passcode Generation Active Directory Integration Procedure To integrate with Active Directory Polycom, Inc 158 Integrations with Other Systems Understanding Base DN Polycom, Inc 161 Adding Passcodes for Enterprise Users When you click Update on the Microsoft Active Directory About the System’s Directory Queries User Search Group SearchGlobal Group Membership Search Configurable Attribute Domain Search Attribute Replication Search Service Account Search Domain Search Microsoft Lync 2013 Integration Lync 2010 vs. Lync 2013 IntegrationScheduled Conferences Automatic Contact Creation and Configuration Lync and non-Lync Endpoint Collaboration Lync 2010 and 2013 Client / Server Feature Support Considerations and Requirements for Lync 2013 IntegrationPolycom, Inc 169 Integrate RealPresence DMA and Lync Required Information Enable Windows Remote Shell Install Certificates for the Lync ServerSynchronize Lync Server and RealPresence DMA System Time Add the Lync Pool as an External SIP Peer Enable the Dial by Lync Conference ID Dial Rule To enable the Dial by Lync conference ID dial rule Configure System-wide Presence and Contact Creation Settings Diagnose Presence Problems Optional Edit Presence settings for Groups or Specific VMRsAdd the RealPresence DMA System to the Lync Topology Microsoft Exchange Server Integration Microsoft Exchange Server Exchange Server Integration Procedure Resource Management System Integration Page Resource Management System Resource Management System Integration Procedures Join Resource Management System Dialog Box To integrate with a resource management system Juniper Networks SRC Integration Juniper Networks SRC Juniper Networks SRC Integration Procedure To configure SRC integration Conference Manager Configuration Conference Settings Conference Manager Configuration Contacts presence settings below Create Polycom conference contacts check box is enabledPresence Publishing Field Maximum Polycom conference contacts to publish Default Polycom conference contacts presence settings To specify conference settingsGo to Admin Conference Manager Conference Settings Remove Contacts from Active Directory Dialog Box Select Publish presence for Polycom conference contacts Conference Templates Two Types of TemplatesStandalone Templates Template Priority About Conference IVR Services About Cascading Cascading for Bandwidth Cascading for Size Conference Templates List Field Description Common Settings RMX General SettingsAdd Conference Template Dialog Box See Two Types of Templates on Video streams from each device to each device Field Description LPR RMX Gathering Settings Video switching is selected  Conference mode is set to AVC onlyField Description RMX Video Quality  TIP compatibility is set to either None or Video Only RMX Video Settings Telepresence mode is YesOptimized RMX Audio Settings RMX Skins Field Description RMX Conference IVR See Shared Number Dialing onRMX Recording Cisco Codian Edit Conference Template Dialog Box Polycom, Inc 207 Field Description LPR RMX Gathering Settings Field Description RMX Video Quality Polycom, Inc 212 Polycom, Inc 213 Field Description RMX Conference IVR Cisco Codian Conference Templates Procedures Go to Admin Conference Manager Conference TemplatesSelect Layout Dialog Box To select a video frames layout Click the RMX General Settings tab To edit a conference templateTo change a conference template’s priority To delete a conference template IVR Prompt Sets Prompt File Name Prompt Text Shared Number Dialing Polycom, Inc 221 Field Description Add Virtual Entry Queue Dialog Box Add Direct Dial Virtual Entry Queue Dialog Box Edit Virtual Entry Queue Dialog Box Edit Direct Dial Virtual Entry Queue Dialog Box Superclustering About Superclustering RealPresence DMAs Polycom, Inc 228 Following table describes the fields on Supercluster Procedures Join Supercluster Dialog BoxTo create or join a supercluster Go to Network RealPresence DMAs Actions list, click Join Supercluster To remove a cluster from the supercluster Actions list, select Remove from Supercluster Call Server Configuration About the Call Server Capabilities Call Server Settings Field Description General SettingsModifications on Call Server Configuration See External Gatekeeper on Gatekeeper Blacklist Settings Domains Mycompany domains, this would not match eng.mycompany.com Dial Rules Test Dial Rules Dialog Box Default Dial Plan and Suggestions for Modifications Callersipuri Rule Effect Edit Site Dialog Box on H323xxxx@enterprisepartner.com Add Dial Rule Dialog Box Field Dial Rule Field Description Preliminary Block Blocks the call Resolve to IP address Conference template configured in Admin Conference Manager Conference templateAvailable SIP peers / Selected SIP peers selection area  a Type of Microsoft Resolve to external address Edit Dial Rule Dialog Box Field Description Dial Rule Block Blocks the call Resolve to IP address Polycom, Inc 250 Preliminary/Postliminary Scripting Variable Initial value Callersitearea Usage example Dial Rule Action Output SIP Headers Script Debugging Dialog Box for Preliminaries/Postliminaries Sample Preliminary and Postliminary Scripts Strip Prefix SIP Dialstring = Callersitecountrycode + Dialstring Hunt Groups Site Based Numeric Nicknames SIP Add Hunt Group Dialog Box Field Description General InfoHunt Group Members Edit Hunt Group Dialog Box Device Authentication Inbound AuthenticationShared Outbound Authentication On the Inbound Authentication tab, you can Field Description Inbound Authentication Add Device Authentication Dialog Box Edit Device Authentication Dialog BoxField Description Shared Outbound Authentication Field Description Device Authentication Registration Policy Registration Policy Scripting Noncompliant Epdefinedincma EPISIPV4 Script Debugging Dialog Box for Registration Policy Scripts Sample Registration Policy Scripts If EPH323DIALEDDIGITSALIAS0.length!= Return Noncompliant Polycom, Inc 270 Prefix Service Add Simplified Isdn Gateway Dialing Prefix Dialog Box Edit Vertical Service Code Dialog Box Edit Simplified Isdn Gateway Dialing Prefix Dialog Box Embedded DNS To enable DNS publishing Following table describes the fields on the Embedded DNS History Retention Settings To configure history record retentionRecord Type Retention Limit When Limit Is Reached Number of Records Purged Call Server Configuration on Site Topology About Site Topology Sites Site Topology Site Information Dialog Box Field Site Info DescriptionDevice Types Subnets Field Description General Info General Settings Bandwidth SettingsTerritory Settings Add Site Dialog Box Field Description Isdn Number Assignment Isdn Outbound Dialing Isdn Range Assignment for did dialing method Isdn Range Assignment for gateway extension dialing methodRouting Edit Site Dialog Box SIP Routing Field Description General Info General Settings Field Description Isdn Number Assignment Field Description Add Subnet Dialog Box Edit Subnet Dialog Box Site Links Add Site Link Dialog Box Edit Site Link Dialog Box Site-to-Site Exclusions Add Site-to-Site Exclusion WizardTo add a site-to-site exclusion Go to Network Site Topology Site-to-Site Exclusions Territories Column/Section Description Add Territory Dialog Box Territory Summary paneAssociated Sites pane Field Description Territory Info Edit Territory Dialog Box Network Clouds Add Network Cloud Dialog BoxField Cloud Info Edit Network Cloud Dialog Box Field Description Associated SitesSee Add Site Link Dialog Box on Field Cloud Info Description Site Topology Configuration Procedures Go to Network Site Topology SitesGo to Network Site Topology Territories Polycom, Inc 300 User Roles Overview Role Description Adding Users Overview Users Are in the Local domain Add User Dialog Box See Add User Dialog Box on Rooms Dialog Box on Associated Endpoints Edit User Dialog Box Field Description Associated RolesConference Passcodes Prompted see Authentication Required Dialog Box on Polycom, Inc 309 Authentication Required Dialog Box Select Associated Endpoints Dialog BoxConference Rooms Dialog Box Its conferences. See Conference Templates on Add Conference Room Dialog Box Conference Settings on Identity information to the right Defined on the Admin Conference Manager Conference Settings Conference Settings Publish presence  Do not publish presence Conference see Edit Conference Template Dialog Box on User Dialog Box on Edit Conference Room Dialog Box Polycom, Inc 318 Polycom, Inc 319 Dial-out Participants list Users Procedures Add Dial-out Participant Dialog BoxEdit Dial-out Participant Dialog Box To find a user or users To add a local userTo edit a user Go to User Users Conference Rooms Procedures To delete a local userTo add a conference room to a user To edit one of a user’s conference rooms To delete one of a user’s custom conference rooms Groups Import Enterprise Groups Dialog Box Conference Templates onFrom the Search results box See Conference Settings on Edit Group Dialog Box Admin Conference Manager Conference Settings Manager Conference SettingsSetting on the User Users Manage Conf Rooms dialog box Boxes on the Admin Conference Manager Conference Settings Enterprise Groups Procedures Actions list, click Import Enterprise Groups Login Sessions To terminate a user’s login session Change Password Dialog Box Management and Maintenance Overview Administrator Responsibilities Administrative Best Practices Auditor ResponsibilitiesAuditor Best Practices Recommended Regular Maintenance Regular archive of backupsProvisioner Responsibilities General system health and capacity checks Security configuration Microsoft Active Directory health Dashboard CertificatesNetwork usage data export CDR export Active Directory Integration Pane Call Server Active Calls Pane Call Server Registrations Pane Cluster Info PaneConference History Max Participants Pane Conference Manager MCUs Pane Conference Manager Usage Pane Exchange Server Integration Pane License Status PaneResource Management System Integration Pane Signaling Settings Pane Supercluster Status PaneTerritory Status Pane User Login History Pane AlertsAlert Cluster cluster is orphaned No clusters assigned to list of territories Polycom, Inc 344 Formatted string from server See also Alerts on Zero enterprise conference rooms exist on cluster cluster Polycom, Inc 348 Polycom, Inc 349 Polycom, Inc 350 Cluster cluster The server certificate has expired Certificates. See also Cluster cluster One or more CA certificates have expired Polycom, Inc 353 Cannot connect to licensing server lserver for cluster DMA is not licensed for any calls Cluster cluster a private network error exists on server Polycom, Inc 356 Polycom, Inc 357 Server server CPU utilization 50% and 75% Server server CPU utilization 75%Cluster cluster System version differs between servers Polycom, Inc 359 Cluster cluster Local users differ between servers MCU MCUname is currently out of service MCU MCUname is currently busied outMCU MCUname has count warnings MCU MCUname disconnected MCU mcu disconnect rate is 1 MCU mcu disconnect rate is MCU mcu call failure rate is 0.4MCU mcu call failure rate is MCU mcu is connected with no port capacity No territories configured to host conference rooms Conference VMR on MCU MCU failed to start reason Ongoing conference VMR on MCU MCU failed reason Polycom, Inc 367 Polycom, Inc 368 Polycom, Inc 369 System Log Files Date and time that the log file archive was created System Logs Procedures To download a log archive to your PC or workstationTo manually roll the system logs To delete a system log archive Troubleshooting Utilities PingTraceroute Top Diagnostics for your Dell Server StatsNTP Status Backing Up and Restoring Confirm Restore Dialog Box SHA1 Backup and Restore Procedures To download a backup fileActions list, click Download Selected To create a new backup file To upload a backup fileGo to Maintenance Backup and Restore To restore from a backup file on the cluster Page Upgrading the Software Following table describes the parts of the Software Upgrade Basic Upgrade Procedures To install an upgradeGo to Maintenance Software Upgrade Return to Maintenance Software Upgrade To roll back an upgrade, restoring the previous version Polycom, Inc 385 Incompatible Software Version Supercluster Upgrades Factors to Consider for an Incremental Supercluster Upgrade Simplified Supercluster Upgrade Complete Service Outage Polycom, Inc 388 Polycom, Inc 389 Complex Supercluster Upgrade Some Service Maintained Adding a Second Server Expanding an Unpatched System Expanding a Patched System Replacing a Failed Server Shutting Down and RestartingTo replace a failed server in a two-server cluster Go to Maintenance Shutdown and Restart To restart or shut down one or both servers in a clusterTo start up a shut-down cluster Alert History Call History Originator Dial String Destination Start Time End Time Conference History Export History Export History Associated Calls Conference Events Property Changes Call Detail Records CDRs Exporting CDR DataCall Record Layouts To download CDRs YYYY-MM-DDTHHMMSS.FFF+-ZHHMM 1024+768+384 Conference Room Dialog Box on 486BUSY Here 720p30 Conference Record Layouts Conf Polycom RealPresence DMA System on Value from the Conference room pass-through to CDR fieldConference room VMR see Edit Conference Room Dialog Box on Registration History Report Registration History Procedures To find a device or devices Active Directory Integration Report Active Directory Integration All DomainsGroups with Partially Loaded or No Membership Information Orphaned Groups and Users Procedures Orphaned Groups and Users ReportTo remove orphaned group data from the system To remove orphaned user data from the system Conference Room Errors Report Exporting Conference Room Errors Data To download conference room errors data Enterprise Passcode Errors Report Exporting Enterprise Passcode Errors Data To download enterprise passcode errors dataNetwork Usage Report Exporting Network Usage Data Field Description To download network usage data Snmp Overview Snmp Framework Configure Snmp Snmp NotificationsSnmp Versions Enable the Snmp Agent To enable the Snmp agentGo to Admin Local Cluster Snmp Settings Setting Description Go to Admin Local Cluster Snmp Settings Click Add User Add an Snmp Notification UserTo add a notification user Edit Notification User Dialog Box Add an Snmp Notification AgentTo add an Snmp notification agent to the system Click Add Agent Edit Notification Agent Dialog Box Go to Admin Snmp Settings Click Download MIBs Download MIBsAvailable Snmp MIBs To download the MIB package for a DMA system