Table of Contents
Troubleshooting Tips
This chapter covers problems you may encounter when configuring, operating and managing the Cisco IP/VC 3525 Gateway and the embedded gatekeeper. Suggested actions you can use to solve the problems are provided. The topics include:
This section identifies problems that the LEDs can indicate and suggests possible solutions.
The Power LED does not light
This indicates that the Cisco IP/VC 3525 Gateway is not properly connected to the power source.
The Link LED does not light
This indicates that the LAN port is not connected to the network.
- Make sure that the Ethernet connections are secure.
- Make sure that you are using a correct Ethernet cable.
- Make sure that the devices at both ends of the link are turned on.
This section identifies problems that can encounter using configuration utility and suggests possible solutions.
The gateway IP address does not appear in the Select Unit list box
The gateway may be on a different network segment than the computer you are using to view or set the gateway parameters.
- Make sure that the gateway is connected to the same segment as the computer which you are using to access the gateway. If the gateway is on a different segment, you can type the IP address in the Unit IP field to access the unit. However, there must not be a Cisco IP/VC 3500 device that does not have an IP address or that has an IP address that is valid on another segment connected to the current network segment. If a such an IP/VC 3500 device is currently connected to the LAN segment, the IP address you enter into the Unit IP field will be assigned to it.
- Make sure the gateway is connected to the network and that the power is turned on. You can ping the gateway IP address to ensure that it is connected to the network.
- If the gateway has not been assigned an IP address, assign it an IP address. Use the serial port to assign the IP address. See "Setting the IP Address" in the "Installing the Hardware" chapter for instructions.
The gateway may be disconnected from the network.
- Make sure that the gateway power is turned on, that the LAN cable is connected, that the LAN cable is not faulty, and that the network functioning properly.
- To ensure that the gateway can be accessed on the network, ping the gateway IP address from a computer attached to the network. You can use the DOS feature to ping. Start DOS and type ping gateway IP address and press Enter.
- If the gateway is connected to the network, the message
Reply from appears.
- If the message
Request timeout appears, the gateway was not found on the network. The LAN cable may be faulty. Replace the LAN cable and try pinging again.
You cannot upload a file to the gateway using the Software Upload Utility
The computer you are using to upload may not be able to contact the gateway
- Make sure that Cisco IP/VC 3525 Gateway is connected to the network and running.
- Make sure that the network is functioning properly.
- Make sure you have entered the current password.
This section discusses issues that may occur when a connection is made to the gateway through the serial port for configuration and diagnostics.
You cannot access the gateway through the serial port
Information from the gateway does not appear on the terminal emulator screen.
- Make sure that the terminal emulator modem is set using the parameters as follows:
- 9600 baud rate.
- 8 data bits.
- No parity.
- 1 stop bit
- No flow control.
Information from the gateway does not appear on the terminal emulator screen.
- Make sure that the terminal emulator modem is set using the parameters as follows:
- 9600 baud rate.
- 8 data bits.
- No parity.
- 1 stop bit
- No flow control.
- Make sure that the Terminal/Modem cable or a null cable is securely connected to the gateway to the computer serial port. You can use the cable shipped with the gateway. See "Serial Connector and Null Modem Cable" for null cable pin information in the "Cable Connectors and Pinouts" appendix.
- Verify that the gateway can communicate with the terminal.
To verify communication, perform the following steps:
Step 1 Launch the terminal emulation software installed on the computer you have connected to the gateway serial port. A prompt displays.
Step 2 Press Enter. If the prompt moves, the terminal emulator is communicating with the gateway.
Step 3 Restart the Cisco IP/VC 3525 Gateway. A log of the start up events displays on the computer monitor.
Step 4 If nothing displays, check the cable connection between the gateway and the computer. You must use the Terminal/Modem cable or a null cable. Contact Cisco Technical Support for assistance.
Information from the gateway does not appear on the terminal emulator screen after you have dialed the modem number.
- Make sure both modems are configured with the settings:
- 9600 baud rate.
- 8 data bits.
- No parity.
- 1 stop bit and no flow control.
- Auto answer: on
- Carrier Detect (CD): on
- Data Terminal Ready (DTR): on
- Echo enabled: on
- Make sure you are using the Terminal/Modem cable or a null modem cable.
- The gateway was powered down and up using Ctrl-X.
This section identifies problems that users can have making calls through the
gateway and suggests possible solutions.
Users are unable to make LAN to WAN data calls
Data is not being transported to the call participants.
- Make sure that the dialing endpoint is registered with a gatekeeper.
- Make sure that the initiator is using the correct service information to dial the call.
- Make sure that the service is registered with a gatekeeper.
- Make sure the participants are using the same bandwidth.
- Verify that the call parameters are set for a data call.
To view the dialing prefix and call parameters, perform the following steps:
Step 1 Choose Start > Programs > Cisco IPVC Tools > Cisco IPVC Configuration Utility.
Step 2 Select the gateway for which you want to verify the information in the Select Unit window.
Step 3 Go to the Configuration Source window and select Current in the Source field.
Step 4 Click Unit Setup and Next.
Step 5 Go to the Services Definition Table. Make sure that Call Type is set to H.320.
Users are unable to make voice calls
Voice-only calls are not going through.
- Make sure that the dialing endpoint is registered with a gatekeeper.
- Make sure that the gateway is registered with a gatekeeper.
- Make sure that the initiator is using the correct service information to dial the call.
- Make sure the participants are using the same bandwidth.
- Verify that the call parameters are set for a voice call. To view the dialing prefix and call parameters, perform the following steps:
Step 1 Choose Start > Programs > Cisco IPVC Tools > Cisco IPVC Configuration Utility.
Step 2 Select the gateway for which you want to verify the information in the Select Unit window.
Step 3 Go to the Configuration Source window and select Current in the Source field.
Step 4 Click Unit Setup and Next.
Step 5 Go to the Services Definition Table. Make sure that Call Type is set to Voice.
This section identifies problems users can have receiving calls through the gateway and suggests possible solutions.
Users are unable to receive incoming calls through the WAN ports
The gateway may not be configured correctly.
- If you enabled the Default Extension, you must enter values in the Default Extension and Phone number fields. See "Setting WAN Port Parameters" in the "Configuring the Gateway" chapter.
- If you are using the embedded gatekeeper, try refreshing the registration database. This is accomplished by clicking Unregister All in the Network Control window. All dynamically registered endpoints to unregister and re-register with the embedded gatekeeper.
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Caution Unregister All terminates all ongoing calls. |
The MSN dialing method is enabled, but direct dial calls are not reaching the intended endpoint
The recipient endpoint may not be registered with a gatekeeper or the telephone line is not working properly.
- Make sure that the direct dial number is listed in the gatekeeper registration of the recipient endpoint.
- Make sure that the dialed phone number is associated with an endpoint registered with a gatekeeper. Incoming calls the gateway receives for unused PRI phone numbers are disconnected.
- If you are using the embedded gatekeeper, make sure that endpoints that do not support the RAS protocol and cannot register dynamically with the embedded gatekeeper are registered manually and are up and running. The embedded gatekeeper does not recognize when these terminals are disconnected from the LAN, and tries to forward calls to them. A call forwarded to such a terminal is disconnected.
- Make sure that the PRI line is in order.
- Try disconnecting the ISDN line from the gateway and connecting it to a regular ISDN phone. Dial the MSN number. If the phone does not ring, the MSN line is out of order.
The TCS4 dialing method is used, but TCS4 calls are not reaching the requested terminal
The TCS4 number may not be registered with the gatekeeper or the gateway is improperly configured.
- Make sure that the number dialed is associated with an endpoint in the gatekeeper registration table.
- If you are using the embedded gatekeeper, check the endpoint registration in the Zone Definition Table.
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Note Some endpoints such as Microsoft NetMeeting version 2.x do not support the RAS protocol and cannot dynamically register with the embedded gatekeeper. In this case you must predefine the endpoint in the embedded gatekeeper Zone Definition table and define it as Online Always. |
- Make sure that the TCS4 option is enabled in the WAN Call Parameters dialog box for the WAN port connected to the line.
The IVR does not respond to incoming calls
WAN terminals must support DTMF to use Cisco IVR. If the dialing terminal does not support DTMF tones, IVR forwards the call to the IVR operator if one is defined. Otherwise, the call is forwarded to an enabled and defined Default Extension.
When the volume of the DTMF tones generated by the dialing endpoint is low, the IVR may not recognize one or more of the tones. If the gateway does not find an endpoint with a phone number corresponding to the tones dialed, the IVR treats this string as an incorrect number and disconnects the call.
- Make sure that the dialing terminal supports DTMF tones.
- Make sure that the DTMF tones generated are loud enough.
- Make sure that an endpoint registered to a gatekeeper is associated with the dialed extension.
- Make sure that the IVR operator number is associated with endpoint in the gatekeeper registration profile.
This section identifies problems that can occur while using the embedded gatekeeper and suggests solutions.
User is not able to use a call service
The call service may not be registered with the embedded gatekeeper.
- The service that the user wants to use must be registered with the embedded gatekeeper. Verify that the service is listed in the gatekeepers Services Definition Table in the Cisco IP/VC Configuration Utility. If the service is not listed, you can add it.
Users are unable to make LAN to LAN calls
One or both endpoints may not be registered with the gatekeeper.
- Make sure that the endpoints have an online registration with the gatekeeper. Endpoints that are currently registered with the gatekeeper appear in the Zone Definition Table.
- If an endpoint disconnects from the network inappropriately, its registration may appear until the gatekeeper issues a time out. The gateway reregisters when it logs back onto the network.
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Note Some endpoints such as Microsoft NetMeeting version 2.x do not support the RAS protocol and cannot register dynamically with the embedded gatekeeper. In this case you have to predefine the endpoint in the embedded gatekeeper Zone Definition table and define it as "Online Always." |
Users from other zones cannot contact users registered with the embedded gatekeeper
Embedded gatekeeper may not have a zone prefix defined.
- If your network is using zone prefixes, you must assign the embedded gatekeeper a zone prefix for users registered in other zones to dial local users.
To assign a zone prefix, perform the following steps:
Step 1 Choose Start > Programs > Cisco IPVC Tools > Cisco IPVC Configuration Utility.
Step 2 Select the gateway for which you want to verify the information in the Select Unit window.
Step 3 Go to the Configuration Source window and select Gatekeeper.
Step 4 Click Service Definition.
Step 5 Select Zone prefix 1. This predefined service allows you to assign the embedded gatekeeper a zone prefix.
Step 6 Click Edit. The Service Definitions window appears.
Step 7 In the Prefix field, enter the dialing prefix you want to assign to the embedded gatekeeper.
Step 8 Check the Public check box to allow endpoints from outside the zone to use the prefix.
Step 9 Click OK.
Posted: Mon Jun 5 12:42:03 PDT 2000
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