D1448410 - TelePresence Endpoint Technical Handbook · 2017. 8. 18. · Terminal software for...

Cisco TelePresence Endpoint

Technical Handbook

Technical Support Guide

D14484.10

February 2011

Contents

Cisco TelePresence Solution Support – TelePresence Endpoint Handbook Page 2 of 40

Contents Document revision history .................................................................................................... 4

Introduction ............................................................................................................................ 5

Information on service request ............................................................................................. 6

Terminal software for TelePresence Endpoint .................................................................... 7 Windows HyperTerminal (Serial, Telnet) ......................................................................................... 7 TeraTerm .......................................................................................................................................... 7 Putty (Serial, Telnet, SSH) ............................................................................................................... 7 How to use Windows Hyper Terminal .............................................................................................. 8 How to use TeraTerm ....................................................................................................................... 9 How to use Putty ............................................................................................................................ 10

File transfer software for TelePresence Endpoint ............................................................ 11 Command Prompt .......................................................................................................................... 11 WinSCP .......................................................................................................................................... 11 How to use Windows Command Prompt ....................................................................................... 12 How to use WinSCP ....................................................................................................................... 13

Sniffer software for TelePresence Endpoint ...................................................................... 14 Wireshark (IP packet sniffer) .......................................................................................................... 14

RS-232 Serial Connection .................................................................................................... 15

How to capture a log from TelePresence C/EX-series Endpoint ..................................... 16 IP issues (H323) ............................................................................................................................. 16 IP issue (SIP) ................................................................................................................................. 16 Reboot Issue .................................................................................................................................. 17 Basic network status check from C/EX-series Endpoint ................................................................ 17 Sniffer the packet on C/EX-Series Endpoint .................................................................................. 17 How to de-activate audio/video protocol in C/EX-series Endpoint ................................................. 17 Default factory C/EX-series Endpoint ............................................................................................. 17 Revert back previous software version on C/EX-series Endpoint.................................................. 18 Reset Password on C/EX-Series Endpoint .................................................................................... 19 Monitor diagnostic for RMA ............................................................................................................ 19

How to upgrade TelePresence C/EX-series Endpoint software ....................................... 20

How to capture a log from TelePresence T3/T1 Immersive System ................................ 21 Retrieving Log from each C90 codec in T3/T1 Immersive System ................................................ 21 Retrieving Log from TelePresence Control Unit (TCU) - From external PC .................................. 21 Retrieving Log from TelePresence Control Unit (TCU) - Directly from TCU .................................. 21 Revert back previous software version on TCU ............................................................................. 22

How to upgrade TelePresence T3/T1 Immersive System software ................................. 23 Upgrade C90 codec in T3/T1 Immersive System .......................................................................... 23

Contents


Upgrade TelePresence Control Unit (TCU) – by using SCP software ........................................... 23 Upgrade TelePresence Control Unit (TCU) – by using USB memory stick ................................... 24

How to capture a log from TelePresence E20 Endpoint ................................................... 26 IP issue (SIP) ................................................................................................................................. 26 Reboot Issue .................................................................................................................................. 26 Basic network status check from E20 Endpoint ............................................................................. 26 How to de-activate audio/video protocol in E20 Endpoint .............................................................. 27 Default factory E20 Endpoint.......................................................................................................... 27 Revert back previous software version on E20 Endpoint .............................................................. 27

How to upgrade TelePresence E20 Endpoint software .................................................... 28

How to capture a log from MXP series Endpoint .............................................................. 29 IP issues (H323/SIP) ...................................................................................................................... 29 ISDN Issues ................................................................................................................................... 29 Reboot Issue .................................................................................................................................. 29 Default factory MXP Endpoint ........................................................................................................ 30 Revert back previous software version on MXP Endpoint ............................................................. 30 Monitor diagnostic for RMA ............................................................................................................ 31

How to upgrade MXP series Endpoint software ................................................................ 32

How to capture a log from Classic series Endpoint ......................................................... 33 IP issues ......................................................................................................................................... 33 ISDN Issues ................................................................................................................................... 33 Reboot Issue .................................................................................................................................. 34 Default factory Classic Endpoint .................................................................................................... 34 Revert back previous software version on Classic Endpoint ......................................................... 34

How to upgrade Classic series Endpoint software ........................................................... 36

How to capture a log from TelePresence Movi .................................................................. 37 Retrieving the Movi log from PC .................................................................................................... 37 Sniffer the Movi signal and payload from PC - Preparation ........................................................... 37 Sniffer the Movi signal and payload from PC ................................................................................. 38

Document revision history


Document revision history

Revision Date Description

D14484.09 February 2011 - Reformat from TP Solution Support – APAC TP Endpoint Handbook Rev 1.8 version.

- Add T3/T1 Immersive System Information - Update commands for C/EX-series Endpoint

D14484.10 February 2011 - Add T3/TCU Immersive System Information

Introduction


Introduction Each system will be provided with its own User Guide, Quick Reference Guide and if needed, an installation manual. This document is quick reference handbook for basic troubleshooting to ensure to have same understanding of basic troubleshooting method on Cisco TelePresence Endpoint.

Information on service request


Information on service request To ensure Cisco TelePresence TAC to assist technical service request and provide quick resolution, TelePresence TAC require a minimum amount of information for each service request.

When reporting the technical service request, please ensure:

Describe in detail about problem/issue

Describe how often the problem occurs

Describe the latest operation before problem occurs, if any

Describe in detail, procedure to recreate the problem, if any

Describe in detail, which steps have already been taken in investigating the problem

Describe the equipment used and the system serial number (from all sites involved)

Describe the software version of system (from all sites involved)

Logs from system including configuration and system status

Terminal software for TelePresence Endpoint


Terminal software for TelePresence Endpoint Important: Please start the log capture from all systems involved in the call before calls/conferences are started so we capture all the call setup process and ensures that all output is logged to a file so none is lost.

There is multiple terminal software that may use for retrieving the log from system:

Windows HyperTerminal (Serial, Telnet) Can be found under: Start Menu – All Programs – Accessories – Communications – HyperTerminal. The Windows Hyper Terminal supports the Telnet protocol only. Please remember to enable the Capture Text option (menu “Transfer” – “Capture Text”).

TeraTerm Down load the TeraTerm installation file from http://sourceforge.jp/projects/ttssh2/releases/ Supports multiple Protocols, including Telnet and SSH which are the two relevant protocols for the TelePresence Endpoint portfolio. It will automatic detect serial port if you are using USB to serial converter and option for save log with time stamp.

Putty (Serial, Telnet, SSH) Download the Putty installation file from http://www.chiark.greenend.org.uk/~sgtatham/putty/download.html Supports multiple Protocols, including Telnet and SSH which are the two relevant protocols for the TelePresence Endpoint portfolio.

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File transfer software for TelePresence Endpoint


File transfer software for TelePresence Endpoint There is multiple file transfer software that may use for retrieving the log from system or/and uploading file to system:

Command Prompt Can be found under: Start Menu – All Programs – Accessories – Command Prompt. Command Prompt support ftp base file transfer between local PC and TelePresence Endpoint.

WinSCP Download the WinSCP installation file from http://winscp.net/eng/index.php Support SCP protocol with GUI for Windows base PC which use for safely copying of file between local PC and TelePresence Endpoint. (Newer TelePresence Endpoint only supports SCP for file transform, not FTP).

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Sniffer software for TelePresence Endpoint


Sniffer software for TelePresence Endpoint Important: Please start the log capture from all systems involved in the call before calls/conferences are started so we capture all the call setup process and ensures that all output is logged to a file so none is lost.

There is multiple sniffer software that may use for retrieving the log from system:

Wireshark (IP packet sniffer) Download the Wireshark installation file from http://www.wireshark.org/download.html Wireshark is the network protocol analyzer, and is standard across industries.

RS-232 Serial Connection


RS-232 Serial Connection Most of TelePresence Endpoint has the D-Sub 9 pin data port on the back of the unit that may be used for configuration and administration. The data port may also use for initial configuration. Software upgrades may also be monitored via the serial ports.

Any RS-232 emulation can be used, such as Microsoft HyperTerminal, TeraTerm, etc. The default connectivity parameters are:

Model Parameter

Classic Endpoint MXP Endpoint

Baud Rate 9600 bps

Data Bits 8

Parity None

Stop Bits 1

Flow Control None

Model Parameter

C-SeriesEndpoint * EX90/EX60 and C20 required special console adapter

Baud Rate 38400 bps

Data Bits 8

Parity None

Stop Bits 1

Flow Control None

Model Parameter

E20 Endpoint * required special console adapter

Baud Rate 115200 bps

Data Bits 8

Parity None

Stop Bits 1

Flow Control None

How to capture a log from TelePresence C/EX-series Endpoint


How to capture a log from TelePresence C/EX-series Endpoint Important: Please start the log capture from all systems involved in the call before calls/conferences are started so we capture all the call setup process and ensure that all output is logged to a file so none is lost.

This chapter explains how to capture the complete log file available for TelePresence C-series and EX-series Components.

The table below lists the commands needed for the TelePresence C-series and EX-series Endpoint. Please type all commands in the same Telnet/SSH session.

All retrieved logs should attach to ticket including a description and compress multiple attachments into one file.

IP issues (H323) Commands in bold

Open the console/telnet/ssh session with codec Reboot codec by xCommand boot Reopen the console/telnet/ssh session with codec xstatus xconfig log ctx H323Packet debug 9 (TC2.x or prior software version, please use “log ctx

H323Stack debug 9”) Make a call and keep running until you have recreated the problem xstatus, if issue related to video/audio channel status etc. Hang up call log ctx H323Packet debug off (TC2.x or prior software version, please use “log ctx

H323Stack debug off”) Once recreated the problem and captured the log, reboot codec by xCommand boot Access to codec WebGUI for download log file, http:// Download the latest file “log.tar.gz” Attach file to the ticket – Remember to name these or include a description and compress

multiple attachments into one file Important: Tracing MUST be turned off when done. It’s not recommended to let the tracing stay on when the system is used in production.

IP issue (SIP) Commands in bold

Open the console/telnet/ssh session with codec Reboot codec by xCommand boot Reopen the console/telnet/ssh session with codec xstatus xconfig log ctx SipPacket debug 9 Make a call and keep running until you have recreated the problem xstatus, if issue related to video/audio channel status etc. Hang up call log ctx SipPacket debug off Once recreated the problem and captured the log, reboot codec by xCommand boot Access to codec WebGUI for download log file, http:// Download the latest file “log.tar.gz” Attach file to the ticket – Remember to name these or include a description and compress

multiple attachments into one file

How to capture a log from TelePresence C/EX-series Endpoint


Important: Tracing MUST be turned off when done. It’s not recommended to let the tracing stay on when the system is used in production.

Reboot Issue After codec restart Access to codec WebGUI for download log file, http:// Download the latest file “log.tar.gz” Attach file to the ticket – Remember to name these or include a description and compress


Basic network status check from C/EX-series Endpoint Commands in bold

Open the console/ssh session with codec and login as “root” user ping , check reachability netstat eth0, current connected ports on codec netstat -rn, current network routing on codec

Sniffer the packet on C/EX-Series Endpoint Note: Require TC2.0 or newer software version Note: This method should only use when request by TelePresence TAC. Important: This works on both H.323 and SIP call, however it must disable encryption. For SIP, make sure not to use TLS for signaling. Commands in bold

Open the console/ssh session with codec and login as “root” user tcpdump –n –s 1500 –w /tmp/tcpdump.pcap ip and not port 22 Make a call and keep running until you have recreated the problem Ctrl + C Open WinSCP and reteieve the sniffer log under /tmp directory. Attach file to the ticket – Remember to name these or include a description and compress

multiple attachments into one file Important: Tracing log MUST delete as tmp folder has limited desk space and not design to

capture log. Note: Make sure to retrieve sniffer log before restarting codec. Sniffer log saved in /tmp directory

will be erased after restart codec.

How to de-activate audio/video protocol in C/EX-series Endpoint C-series Endpoint support CapSet filter feature useful for connection between legacy system, interop testing, etc. Sample of CapSet filter commands;

To force G.722.1 -> disable all other: xConfig Experimental CapsetFilter: AAC-LD;G.722;G.711a;G.711mu;G.729AB;G.729;G.729A

To force H.263 -> disable H.264 xConfig Experimental CapsetFilter: H.264;H.264RCDO;H.264NIL

To force H.261 -> disable H.264 and H.263 xConfig Experimental CapsetFilter: H.264RCDO;H.264NIL;H.263;H.263PP

To reset CapSet filter xConfig Experimental CapsetFilter: ""

Default factory C/EX-series Endpoint Commands in bold

Open the console/ssh session with codec and login as “root” user rm /mnt/base/active/config.db, this remove the current configuration file from Codec reboot

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Select File, then New Task. Type explorer in the field Navigate to E:/tandberg/logs Sort the files by date Save all files with the same date as the incident. Attach file to the ticket – Remember to name these or include a description and compress


Revert back previous software version on TCU Connect the keyboard and Mouse to the TCU via the USB ports. Press CTRL+ALT+DEL to restart the TCU When TCU is restarting, continue to press the keyboard key F8 You will see a screen , current booting image is high lighted

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Stop the boot process by pressing Delete key Change boot order to USB as first order (noted the original boot configuration first) Save changes and exit from BIOS setting menu Log in as root after system boot up (with Fedora Linux), no password by default Execute, mkdir stick Execute, mount /dev/sdbl stick Execute, cd stick/tandberg/ Execute, ./setup.sh /dev/sda ./ Execute, cd .. Execute again, cd .. Remove the USB memory stick Turn off TCU by switch off the power Power the TCU back on Enter BIOS again and change back boot order to original configuration Save changes and exit from BIOS setting menu

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How to capture a log from MXP series Endpoint


How to capture a log from MXP series Endpoint Important: Please start the log capture from all systems involved in the call before calls/conferences are started so we capture all the call setup process and ensure that all output is logged to a file so none is lost.

This chapter explains how to capture the complete log file available for MXP Components.

The table below lists the commands needed for the MXP series Endpoint. Please type all commands in the same Telnet/SSH session.


IP issues (H323/SIP) Commands in bold

Open the console/telnet/ssh session with codec xstatus xconfig syslog 3 Make a call and keep running until you have recreated the problem xstatus, if issue related to video/audio channel status etc.

Don't worry that the screen is scrolling, just type in and press return to retrieve system status log

Hang up call syslog off

Don't worry that the screen is scrolling, just type in and press return to turn off logging

ISDN Issues Commands in bold

Open the console/telnet/ssh session with codec xstatus xconfig syslog 3 isdn on Make a call and keep running until you have recreated the problem xstatus, if issue related to video/audio channel status etc.



Don't worry that the screen is scrolling, just type in and press return to turn off logging isdn off dumph221

Reboot Issue Commands in bold

After codec restart open the console/telnet/ssh session with codec eventlog

or Download event. log file from root directory of Codec Open Command prompt (and change home directory, if necessary) ftp Default password is TANDBERG unless changed. Some Endpoint products have “admin” or

“administrator” as login name. hash

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How to capture a log from MXP series Endpoint


Monitor diagnostic for RMA Please download latest monitor diagnostic tool and reporting template from partner site and

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How to capture a log from Classic series Endpoint


How to capture a log from Classic series Endpoint Important: Please start the log capture from all systems involved in the call before calls/conferences are started so we capture all the call setup process and ensure that all output is logged to a file so none is lost.

This chapter explains how to capture the complete log file available for Classic Components.

The table below lists the commands needed for the Classic series Endpoint. Please type all commands in the same Telnet/SSH session.


IP issues Commands in bold

Open the console/telnet session with codec ati1i4i5i6i7i9 dispparam ipstat netstat syslog on Make a call and keep running until you have recreated the problem statin, if issue related to video/audio channel status etc.


statout, if issue related to video/audio channel status etc. Don't worry that the screen is scrolling, just type in and press return to retrieve system status log


Don't worry that the screen is scrolling, just type in and press return to turn off logging Attach file to the ticket – Remember to name these or include a description and compress


ISDN Issues Commands in bold

Open the console/telnet session with codec ati1i4i5i6i7i9 dispparam ipstat netstat syslog on isdn on Make a call and keep running until you have recreated the problem statin, if issue related to video/audio channel status etc.


statout, if issue related to video/audio channel status etc. Don't worry that the screen is scrolling, just type in and press return to retrieve system status log


Don't worry that the screen is scrolling, just type in and press return to turn off logging isdn off

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THE SPECIFICATIONS AND INFORMATION REGARDING THE PRODUCTS IN THIS MANUAL ARE SUBJECT TO CHANGE WITHOUT NOTICE. ALL STATEMENTS, INFORMATION, AND RECOMMENDATIONS IN THIS MANUAL ARE BELIEVED TO BE ACCURATE BUT ARE PRESENTED WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED. USERS MUST TAKE FULL RESPONSIBILITY FOR THEIR APPLICATION OF ANY PRODUCTS.

THE SOFTWARE LICENSE AND LIMITED WARRANTY FOR THE ACCOMPANYING PRODUCT ARE SET FORTH IN THE INFORMATION PACKET THAT SHIPPED WITH THE PRODUCT AND ARE INCORPORATED HEREIN BY THIS REFERENCE. IF YOU ARE UNABLE TO LOCATE THE SOFTWARE LICENSE OR LIMITED WARRANTY, CONTACT YOUR CISCO REPRESENTATIVE FOR A COPY.

The Cisco implementation of TCP header compression is an adaptation of a program developed by the University of California, Berkeley (UCB) as part of UCB’s public domain version of the UNIX operating system. All rights reserved. Copyright © 1981, Regents of the University of California.

NOTWITHSTANDING ANY OTHER WARRANTY HEREIN, ALL DOCUMENT FILES AND SOFTWARE OF THESE SUPPLIERS ARE PROVIDED “AS IS” WITH ALL FAULTS. CISCO AND THE ABOVE-NAMED SUPPLIERS DISCLAIM ALL WARRANTIES, EXPRESSED OR IMPLIED, INCLUDING, WITHOUT LIMITATION, THOSE OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT OR ARISING FROM A COURSE OF DEALING, USAGE, OR TRADE PRACTICE.

IN NO EVENT SHALL CISCO OR ITS SUPPLIERS BE LIABLE FOR ANY INDIRECT, SPECIAL, CONSEQUENTIAL, OR INCIDENTAL DAMAGES, INCLUDING, WITHOUT LIMITATION, LOST PROFITS OR LOSS OR DAMAGE TO DATA ARISING OUT OF THE USE OR INABILITY TO USE THIS MANUAL, EVEN IF CISCO OR ITS SUPPLIERS HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

Cisco and the Cisco Logo are trademarks of Cisco Systems, Inc. and/or its affiliates in the U.S. and other countries. A listing of Cisco's trademarks can be found at www.cisco.com/go/trademarks. Third party trademarks mentioned are the property of their respective owners. The use of the word partner does not imply a partnership relationship between Cisco and any other company. (1005R)

Any Internet Protocol (IP) addresses and phone numbers used in this document are not intended to be actual addresses and phone numbers. Any examples, command display output, network topology diagrams, and other figures included in the document are shown for illustrative purposes only. Any use of actual IP addresses or phone numbers in illustrative content is unintentional and coincidental.

© 2010 Cisco Systems, Inc. All rights reserved.

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