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RealPresence Collaboration Server (RMX) 1500/1800/2000/4000 Administrator’s Guide
Polycom®, Inc. 1080
Troubleshooting
● At the end of the installation and configuration process, to test the solution and the integration with
the OCS, create an ongoing conference with two participants, one dial-in and one dial-out and
connect them to the conference.
● If the active Alarm “SIP TLS: Registration server not responding” is displayed, stop and restart the
OCS Pool Service.
● If the communication between the OCS and the Collaboration Server cannot be established, one of
the possible causes can be that the Collaboration Server FQDN name is defined differently in the
DNS, OCS and Collaboration Server. The name must be defined identically in all three devices, and
defined as type A in the DNS. The definition of the Collaboration Server FQDN name in the DNS can
be tested by pinging it and receiving the Collaboration Server signaling IP from the DNS in return.
● The communication between the OCS and the Collaboration Server can be checked in the Logger
files:
SIP 401/407 reject messages indicate that the Collaboration Server is not configured as Trusted
in the OCS and must be configured accordingly.
SIP 404 reject indication indicates that the connection to the OCS was established successfully.
Known Issues
● Selecting Pause my Video in OC client causes the call to downgrade to audio only call if the call was
not in Audio Only mode at all (the call was started as a video call).
If the call is started as an audio only call and video is added to it, or if the call was started as video
call and during the call it was changed to Audio Only and back to video, selecting Pause my Video
will suspend it as required.
● Rarely, the OC client disconnects after 15 minutes. The OC client can be reconnected using the same
dialing method in which they were previously connected (dial-in or dial-out).
● Rarely, all SIP endpoints disconnect at the same time. The SIP endpoint can be reconnected using
the same dialing method in which they were previously connected (dial-in or dial-out).
Polycom Solution Support
Polycom Implementation and Maintenance services provide support for Polycom solution components only.
Additional services for supported third-party Unified Communications (UC) environments integrated with
Polycom solutions are available from Polycom Global Services and its certified Partners. These additional
services will help customers successfully design, deploy, optimize and manage Polycom visual
communications within their UC environments.
ICE failure: Service
credential denied. A/V
Edge server credentials
rejected by the OCS.
Service This alarm indicates that the
OCS does not configure with
the.
Generated by the ICE stack.
Active Alarm Phase Alarm Displayed When Troubleshooting