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Connection drop reason from "cause code: Normal call clear "

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Dec 19th, 2013
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Dear all,


In our network , we have TMS 13.2, VCS 7.2 and MCU 8510 4.3. The C90 user report the connection is dropped in the conference with MCU 8510, and tms report event type: disconnected and cause code: duration 01:34:33, casue code: normal call clearing.

How can we trace the disconnec reason from C90 or the TMS report? We would like to which party disconnect the connection.


Many Thanks.

Best Regards,

Ben

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Martin Koch Fri, 12/20/2013 - 19:53
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Any NAT, firewalls, ALGs or other layer3 devices in the path which either manipulate or block packages,

or handle timeouts? Sounds like a network issue.



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Patrick Pettit Sat, 12/21/2013 - 08:25
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You could also take a look at the logs from C90 and find the call in the logs to see what it reported previously.  The all.log should shed you some light into what may have happened.


VR

Patrick

LAI CHEUK BUN Sun, 12/29/2013 - 03:16
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Dear Patrick,


Here is my testing result,


This is dropped by the remote device.

Dec 23 10:27:19.242 ppc appl[2623]: 1878.71 MainEvents I: CallDisconnected(p=3) remoteURI='h323:[email protected]' causeToLocal=[disconnected('Normal') 'RemoteDisconnect'] causeToRemote=[normal('') 'LocalDisconnect']



This is dropped by the local device

Dec 23 10:30:07.391 ppc appl[2623]: 2046.86 MainEvents I: CallDisconnected(p=4) remoteURI='h323:[email protected]' causeToLocal=[normal('') 'LocalDisconnect'] causeToRemote=[normal('') 'LocalDisconnect']


But the all.log seem varies with software version.


Anyway, Many thanks on your kindly support.


Best regards,

Ben

LAI CHEUK BUN Sun, 12/29/2013 - 07:37
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Dear Partick,


Based on all.log file,


There is only one disconnected message in all.log,

Dec 18 10:20:52 (none) main: 2083540.57 MC I: MediaController::incomingDisconnect (p=22): Remote disconnected the call


However, I am not sure this message indicated the call is dropped by far end or not.


Best Regards,

Ben    

LAI CHEUK BUN Sun, 12/29/2013 - 02:26
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Dear Martin,


We have checked with network team, and confrimed that network is fine during the call.


Best Regards,

Ben

Patrick Pettit Mon, 12/30/2013 - 04:32
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HI Ben.  Thanks for the info.  Was this the only C90 that dropped a call? What SW version are you currently running on this C90?  Are there any other reports of users dropping calls etc? Are these scheduled calls in TMS or Ad Hoc calls?


VR

Patrick

LAI CHEUK BUN Wed, 01/01/2014 - 18:28
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Dear Patrick,


The sw version of the C90 is 4.2.

No other user report the same dropping call.


Based on the c90 user report, the conference call involved the telephone call through the ISDN gateway. Is the all.log show the C90 connect a telephone phone ?


Best regards,

Ben

Wayne DeNardi Wed, 01/01/2014 - 18:41
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Hi Ben,


TC4.2 is quite old... the current release is Version 7.0.1.


Is there any chance you can update to a more recent firmware version to see if your problem has been resolved?


This security advisory may also be of interest (and can assist in getting a "free" upgrade to TC6.1 even without an active service contract).


Wayne

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LAI CHEUK BUN Wed, 01/01/2014 - 19:03
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Dear Wayne,


It is hard for us to upgrade the device to more recent firmware. As the conference room is controlled by Touch panel, we need to confirm the API modification between two firmware will not affect the conference room functionality.


By the way, do you think TAC can provide more detail on the reason of connection drop based on log file.


Thanks for your advice.



Best Regards,

Ben

Wayne DeNardi Wed, 01/01/2014 - 19:12
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Hi Ben,


The TC sfotware devices can have two versions of the firmware installed on them and you can switch between the two (with the selectsw command), so you can load the new version up (if you have access to it) and test, and the simply switch back to the older version if you encounter an error.  This makes the testing much easier and less risky.


We use the APIs via an external control here and haven't found anything that's needed updating on our end through multiple software generations (TC3 - 4 - 5 - 6 - 7).  We use the compositor functionlity quite highly for different layouts at local and remote ends depending on the circumstances as well as single and multisite dialling, whether we're recording, etc.


Wayne

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