Polycom 3725-77601-001H Troubleshooting Specific Types of Issues, Problem Description Solutions

System Troubleshooting

Troubleshooting Specific Types of Issues

This section describes information on troubleshooting specific types of issues on the CMA system. It includes these topics:

•Registration Problems and Solutions

•Point-to-Point Calling Problems and Solutions

•MCU and Gateway Dialing Problems and Solutions

•Conference On Demand Problems and Solutions

Registration Problems and Solutions

Problem	Description	Solutions
Unable to place calls to an	The CMA system rejects the ARQ	• The MCU is not registered to the
MCU conference room from	stating that the "endpoint is not	gatekeeper
a registered Polycom HDX	registered" to the gatekeeper even
system	though the system indicates it is
	registered.
When the gatekeeper	When auto-discovery is used, a	• Verify that the Default Gatekeeper
registration is set to auto-	GRQ message is broadcast and	check box is selected in the Admin >
discovery, endpoints do not	sent over multicast. However, the	Gatekeeper Settings > Primary
register.	CMA system must be able to	Gatekeeper page.
	receive one of these messages, and	• Verify that a UDP broadcast from the
	does not respond to this message if	endpoint’s network can reach the CMA
	it is not the default gatekeeper.
		system, or that multicast is enabled on
		all routers between the endpoint and
		the CMA system.
An endpoint cannot register	The endpoint is configured to use	• Review the gatekeeper diagnostic logs
with the CMA system.	the CMA system as its gatekeeper,	for the RRQ attempt by the endpoint
	but is being rejected during	and determine the RRJ reason.
	registration.	• Verify that the endpoint alias is not a
	In the gatekeeper diagnostic log, an	duplicate of other endpoint aliases.
	error has occurred during the	• Verify that the endpoint does not have
	RRQ/RCF process that caused the	NAT enabled.
	registration to fail.
		• Verify that enough licenses remain.
An endpoint cannot register	An endpoint cannot register with	• Verify that the IP address that the
with the CMA system.	CMA, but the gatekeeper	gatekeeper sent to the endpoint is
	diagnostics do not indicate a	correct.
	problem.
	The gatekeeper sent the RCF
	message, but the endpoint did not
	receive it.

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