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I don't receive video & audio from cisco jabber client

FinningCL
Level 1
Level 1

When I am connected from the outside the lan, the audio and video doesn´t works. When I am connected inside the LAN video & audio works from my jabber video client.

I am using the version  4.6, the ports are enabled into the Firewall.

Any idea where is the problem?

1 Accepted Solution

Accepted Solutions

Magnus Ohm
Cisco Employee
Cisco Employee

Guys, i think the best thing here is to follow martins advise to open a tac case as this issue (i know we all want to solve the problem) obviously requires more information and more logs. The forum is generally for simple questions and ussues that can be solved without extensive log posts and a thread is not a tac ticket.

Its better and cleaner to get dedicated support on this. Have the logs and case history stored and troubleshooted structured. Its just getting confusing like this and when several people have different opinions it can either make things worse or confuse others that have the same issue.

Hugo once the issue is resolved it would be nice if you shared the cause with us when tac has resolved it. :)

/Magnus

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47 Replies 47

Martin Koch
VIP Alumni
VIP Alumni

Hi Hugo!

Great that you opened a new thread for this!

Short tip, if you open a new one give some brief info about your deployment,

some might not know the old one and just picutre if you would read this yourself,

is there enough info in it to answer it.

I guess this refers also to your Starter pack incl. NAT.

How did you deploy it now, with two interfaces or with one?

If to, which interface is LAN1 the internal or the external one, does it make a difference when you switch both?

What call flows externally did you test?

Does it make a difference if you dial in or out?

Does it make a difference if the other party is also outside or in the inside?

Did you check:

http://www.cisco.com/en/US/docs/telepresence/infrastructure/vcs/config_guide/Cisco_VCS_IP_Port_Usage_for_Firewall_Traversal_Deployment_Guide_X7-2.pdf

The ports might differ, what is actually configures you can find on the VCS under Maintenance > Tools > Port usage > inbound ports, you need the signaling and media ports to be able to reach the VCS as well as their answers back in.

Also check that the NAT address is configured correcly.

You need to port forward at least the following ports from the public ip to the VCS to use sip:

5061/tcp SIP-TLS

5060/tcp SIP (optional or used if no encryption is supported)

3478/udp TURN

50000-54999/udp Media

60000-61799/udp Turn Media

Please remember to rate helpful responses and identify

Hi Martin,

I am working with two interfaces.

The LAN1 interface is outside. The NAT address is configured correctly

Il checked the ports and is everything ok.

When I make calls from outside to inside and inside to outside it doesn't work

When I make calls from outside to outside and inside to inside it works.

I am checking the document. Do you have another idea?

Thanks for your tips.

I checked all the document and the ports are opened. The problem is when I make calls from inside to outside and viceversa.

Hey Hugo,

Normally, when you deploy a VCSe with two interfaces, you must to create static IP routes on VCSe, because in IP configuration page of VCS you can only set one default gateway.

I am used to set default gateway pointing to external LAN interface, then I create a static route pointing to internal LAN default gateway in order to allow VCSe to communicate sucessfull to VCSc.

Have you done that? Is your traversal zone up?

If you are sure that your network configuration is right and your traversal zone is active, please, make a call from inside to outside and check "Network log" on both VCS's, them post the output here, so that we can check what is the problem with your environment. Checking these logs we can figure out if there is a problem related to your dial plan configuration or even a problem related to NAT/Firewall or something else.

Regards

Paulo Souza

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Paulo Souza Was my response helpful? Please rate useful replies and remember to mark any solved questions as "answered".

Paulo,

Thanks for your answer. The traversal zone is up and the static route was created. When I make the connection  the receiver is answering my call and the communication is established, but I don't have audio and video.

I am checking the logs and I don't see problems. I don't know where is the problem.

Can you share Network Log of both VCS's?

Paulo Souza

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Paulo Souza Was my response helpful? Please rate useful replies and remember to mark any solved questions as "answered".


I don´t know what I have to do by to attach the document. Can you tell me please?

Hugo,

Go to Network Log page on VCS and just copy the text and paste here. Please, just copy the output related to the period of time when you made a Call. We can delete this after we find the problem.

Regards

Paulo Souza

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Paulo Souza Was my response helpful? Please rate useful replies and remember to mark any solved questions as "answered".

2013-07-12T16:19:48-04:00 VCS tvcs: Event="Search Attempted" Service="SIP" Src-alias-type="SIP" Src-alias="hvivar.movi@sipvcs.finning.cl" Dst-alias-type="SIP" Dst-alias="sip:rgalleguillos@sipvcs.finning.cl" Call-serial-number="667241a4-eb30-11e2-a38a-0010f325da84" Tag="6672435c-eb30-11e2-97cc-0010f325da84" Detail="searchtype:INVITE" Level="1" UTCTime="2013-07-12 20:19:48,428"
2013-07-12T16:19:48-04:00 VCS tvcs: Event="Call Attempted" Service="SIP" Src-ip="186.9.76.15" Src-port="10431" Src-alias-type="SIP" Src-alias="sip:hvivar.movi@sipvcs.finning.cl" Dst-alias-type="SIP" Dst-alias="sip:rgalleguillos@sipvcs.finning.cl" Call-serial-number="667241a4-eb30-11e2-a38a-0010f325da84" Tag="6672435c-eb30-11e2-97cc-0010f325da84" Protocol="TLS" Auth="YES" Level="1" UTCTime="2013-07-12 20:19:48,428"
2013-07-12T16:19:48-04:00 VCS tvcs: UTCTime="2013-07-12 20:19:48,430" Module="network.sip" Level="INFO":  Dst-ip="186.9.76.15"  Dst-port="10431"   Detail="Sending Response Code=100, Method=INVITE, To=sip:rgalleguillos@sipvcs.finning.cl, Call-ID=8498dc87f1531d6a@186.9.76.15"
2013-07-12T16:19:48-04:00 VCS tvcs: UTCTime="2013-07-12 20:19:48,457" Module="network.search" Level="INFO":   Detail="Considering search rule 'LocalZoneMatch' towards target 'LocalZone' at priority '50' with alias 'rgalleguillos.movi@sipvcs.finning.cl'"
2013-07-12T16:19:48-04:00 VCS tvcs: Event="Source Aliases Rewritten" Service="SIP" Src-alias-type="SIP" Src-alias="hvivar.movi@sipvcs.finning.cl" Rewritten-src-alias-type="E164" Rewritten-src-alias="2266" Rewritten-src-alias-type="SIP" Rewritten-src-alias="hvivar@sipvcs.finning.cl" Dst-alias-type="SIP" Dst-alias="sip:rgalleguillos@sipvcs.finning.cl" Call-serial-number="667241a4-eb30-11e2-a38a-0010f325da84" Tag="6672435c-eb30-11e2-97cc-0010f325da84" Level="1" UTCTime="2013-07-12 20:19:48,462"
2013-07-12T16:19:48-04:00 VCS tvcs: UTCTime="2013-07-12 20:19:48,462" Module="network.sourcealiasrewriting" Level="INFO":   Detail="Source alias(es) rewritten from [Type: sipurl Value: hvivar.movi@sipvcs.finning.cl Origin: ?? Port: HintMCU: 0 ] to [Type: sipurl Value: hvivar@sipvcs.finning.cl Origin: REWRITTEN Port: HintMCU: 0 ]"
2013-07-12T16:19:48-04:00 VCS UTCTime="2013-07-12 20:19:48,467" Module="developer.licensemanager.service.licensepool" Level="INFO" CodeLocation="licensepool(757)" Detail="Call license limit reached"license_type="nontraversal" cluster_inuse="0" cluster_limit="0"
2013-07-12T16:19:48-04:00 VCS UTCTime="2013-07-12 20:19:48,470" Module="developer.licensemanager.service.manager" Level="INFO" CodeLocation="licensemanager(132)" Detail="License granted" call_id="66724294-eb30-11e2-8efb-0010f325da84" lic_type="nontraversal"
2013-07-12T16:19:48-04:00 VCS licensemanager: Level="INFO" Detail="License granted" call_id="66724294-eb30-11e2-8efb-0010f325da84" lic_type="nontraversal" UTCTime="2013-07-12 20:19:48,470"
2013-07-12T16:19:48-04:00 VCS tvcs: UTCTime="2013-07-12 20:19:48,473" Module="network.sip" Level="INFO":  Dst-ip="172.21.122.117"  Dst-port="15875"   Detail="Sending Request Method=INVITE, Request-URI=sip:rgalleguillos.movi@172.21.122.117:15875;transport=tcp, Call-ID=8498dc87f1531d6a@186.9.76.15"
2013-07-12T16:19:48-04:00 VCS tvcs: UTCTime="2013-07-12 20:19:48,518" Module="network.sip" Level="INFO":  Src-ip="172.21.122.117"  Src-port="15875"   Detail="Receive Response Code=180, Method=INVITE, To=sip:rgalleguillos@sipvcs.finning.cl, Call-ID=8498dc87f1531d6a@186.9.76.15"
2013-07-12T16:19:48-04:00 VCS tvcs: UTCTime="2013-07-12 20:19:48,519" Module="network.sip" Level="INFO":  Dst-ip="186.9.76.15"  Dst-port="10431"   Detail="Sending Response Code=180, Method=INVITE, To=sip:rgalleguillos@sipvcs.finning.cl, Call-ID=8498dc87f1531d6a@186.9.76.15"

2013-07-12T16:19:52-04:00 VCS tvcs: UTCTime="2013-07-12 20:19:52,941" Module="network.stun" Level="INFO": Received Src-ip="172.21.122.117" Src-port="21520" Message-Type="AllocateRequest" Transaction-Id="00:00:49:63:00:00:00:00:63:61:2f:06"
2013-07-12T16:19:52-04:00 VCS tvcs: UTCTime="2013-07-12 20:19:52,941" Module="network.stun" Level="INFO": Sending Dst-ip="172.21.122.117" Dst-port="21520" Message-Type="AllocateErrorResponse" Transaction-Id="00:00:49:63:00:00:00:00:63:61:2f:06"
2013-07-12T16:19:53-04:00 VCS tvcs: UTCTime="2013-07-12 20:19:53,041" Module="network.stun" Level="INFO": Received Src-ip="172.21.122.117" Src-port="21520" Message-Type="AllocateRequest" Transaction-Id="00:00:26:b1:00:01:00:00:63:61:40:d4"
2013-07-12T16:19:53-04:00 VCS tvcs: UTCTime="2013-07-12 20:19:53,042" Module="network.stun" Level="INFO": Received Src-ip="172.21.122.117" Src-port="21520" Message-Type="AllocateRequest" Transaction-Id="00:00:26:b1:00:01:00:00:63:61:40:d4"
2013-07-12T16:19:53-04:00 VCS tvcs: UTCTime="2013-07-12 20:19:53,045" Module="network.ldap" Level="INFO":   Detail="Authentication credential found in directory for identity: StarterPackTURNUser"
2013-07-12T16:19:53-04:00 VCS tvcs: UTCTime="2013-07-12 20:19:53,047" Module="network.ldap" Level="INFO":   Detail="Authentication credential found in directory for identity: StarterPackTURNUser"
2013-07-12T16:19:53-04:00 VCS UTCTime="2013-07-12 20:19:53,50" Module="developer.licensemanager.service.manager" Level="INFO" CodeLocation="licensemanager(132)" Detail="License granted" call_id="69334cf8-eb30-11e2-add0-0010f325da84" lic_type="turnrelay"
2013-07-12T16:19:53-04:00 VCS licensemanager: Level="INFO" Detail="License granted" call_id="69334cf8-eb30-11e2-add0-0010f325da84" lic_type="turnrelay" UTCTime="2013-07-12 20:19:53,51"
2013-07-12T16:19:53-04:00 VCS tvcs: UTCTime="2013-07-12 20:19:53,052" Module="network.stun" Level="INFO": Sending Dst-ip="172.21.122.117" Dst-port="21520" Message-Type="AllocateResponse" Transaction-Id="00:00:26:b1:00:01:00:00:63:61:40:d4"

Hi Hugo,

It seems to be Event Log output and not Network Log. Can you post Network Log? Please, post of both VCS's.

Regards

Paulo Souza

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Paulo Souza Was my response helpful? Please rate useful replies and remember to mark any solved questions as "answered".

Meanwhile, tell me, are you using TURN feature?

Paulo Souza

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Paulo Souza Was my response helpful? Please rate useful replies and remember to mark any solved questions as "answered".

12T17:04:36-04:00 tvcs: UTCTime="2013-07-12 21:04:36,052" Module="network.stun" Level="INFO": Received Src-ip="186.9.93.232" Src-port="21007" Message-Type="CreatePermissionReq" Transaction-Id="00:00:3f:d1:00:00:00:00:63:61:59:b4"
2013-07-12T17:04:36-04:00 tvcs: UTCTime="2013-07-12 21:04:36,052" Module="network.stun" Level="INFO": Received Src-ip="186.9.93.232" Src-port="21008" Message-Type="CreatePermissionReq" Transaction-Id="00:00:0a:3f:00:00:00:00:63:61:6c:5a"
2013-07-12T17:04:36-04:00 tvcs: UTCTime="2013-07-12 21:04:36,052" Module="network.stun" Level="INFO": Received Src-ip="186.9.93.232" Src-port="21006" Message-Type="CreatePermissionReq" Transaction-Id="00:00:27:14:00:00:00:00:63:61:41:71"
2013-07-12T17:04:36-04:00 tvcs: UTCTime="2013-07-12 21:04:36,052" Module="network.stun" Level="INFO": Received Src-ip="186.9.93.232" Src-port="21005" Message-Type="CreatePermissionReq" Transaction-Id="00:00:34:c5:00:00:00:00:63:61:52:a0"

Yes. I am using the turn.

Hi Hugo,

See this error message:

Module="network.stun" Level="INFO": Sending Dst-ip="186.9.93.232" Dst-port="21008" Message-Type="AllocateErrorResponse" Transaction-Id="00:00:04:fe:00:00:00:00:63:61:62:9b"

There are many errors on TURN negotiation. I cannot determine the error cause with details because the log level is "INFO".

Do you really need to use TURN? If yes, please, check this guide to see if your configuration is ok:

http://www.cisco.com/en/US/docs/telepresence/endpoint/Jabber_Video/4_6/CJAB_BK_C89F6C9E_00_cisco-jabber-video-for-telepresence_chapter_0111.html#CJAB_TK_E56EE11F_00

Be aware that TURN needs additional ports to be opened, as well as additional DNS SRV configuration in some cases.

If you don't need TURN, you can simply turn it off. If you need TURN, please re-check your configuration. You can also try to register external jabber without using TURN just to prove that the problem is really related to TURN.

Regards

Paulo Souza

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Paulo Souza Was my response helpful? Please rate useful replies and remember to mark any solved questions as "answered".
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