User guide

Appendix 2 – Troubleshooting
Login failed – The server did not respond in time
This means the provisioning request was acknowledged by the server, but no provisioning message
was received by Movi.
 Make sure that no firewalls are blocking communication from the Cisco VCS to Movi.
 Make sure that the Cisco VCS can contact the IP address of the Movi (or if behind a home, small
business or hotel firewall, the outside IP address of that firewall).
Login failed – Could not find server in DNS
The term “server” refers to the provisioning server before the Movi is provisioned, and the Cisco VCS
after Movi is provisioned.
 Check that the Internal VCS and External VCS names on the Movi Advanced dialog are
resolvable by the Movi PC, for example by attempting to ping the DNS names. (These are the
addresses Movi uses when requesting to be provisioned.)
 Check that the Cluster name (FQDN for provisioning) on the VCS configuration > Clustering
page of Cisco VCS is resolvable by the Movi PC, for example by attempting to ping the DNS
name.
Login failed – Unable to connect to server
The term “server” refers to the provisioning server before the Movi is provisioned, and the Cisco VCS
after Movi is provisioned.
 Check that the Internal VCS and External VCS names on the Movi Advanced dialog are
resolvable by the Movi PC and resolve to the Cisco VCS Expressway Starter Pack address, for
example by attempting to ping the DNS names. (These are the addresses Movi uses when
requesting to be provisioned.)
 Check that the Cluster name (FQDN for provisioning) on the VCS configuration > Clustering
page of Cisco VCS is resolvable by the Movi PC and resolves to the Cisco VCS Expressway
Starter Pack address, for example by attempting to ping the DNS name.
 Check that TCP mode and TLS mode are both set to On. (Check this on the VCS configuration
> Protocols > SIP > Configuration page.)
 Make sure the Cisco VCS is configured to listen on the ports Movi is trying to access, by default
TCP port = 5060 and TLS port = 5061. (Check this on the VCS configuration > Protocols >
SIP > Configuration page.)
Call failed – The user could not be found. The user is offline or does not
exist.
Check the called ID entered in the Type name, number or address field (past entries are available
under the Recent calls tab).
If this is correct, check:
 Is the called party offline?
 Is the called party dialable on this network?
Call failed – The user could not be found
Check the called ID entered in the Type name, number or address field (past entries are available
under the Recent calls tab).
If this is correct, check:
 Is the called party offline?
 Is the called party dialable on this network?
Cisco VCS Deployment Guide: Cisco VCS Expressway Starter Pack (X5.1) Page 20 of 28