CH A P T E R
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Troubleshooting and Program Messages
This chapter provides troubleshooting tips for some common issues that you may encounter while using
Cisco Instant Connect. It also explains program messages that Cisco Instant Connect may display.
This chapter includes these topics:
•
Troubleshooting Tips, page 4-1
•
Program Messages, page 4-2
Troubleshooting Tips
Symptom Cannot log in to the Cisco IPICS server.
Possible Cause
– A user name and password are not configured for you on the Cisco IPICS server
– Your Apple device does not have WiFi, 3G, or 4G connectivity
– The Cisco IPICS server is down or unreachable
– High availability is configured for the Cisco IPICS server, a failover has occurred and the
secondary server has become the active server, but you have never logged in to the primary
server or your Apple device has not yet received information about the secondary server
Recommended Action
– Make sure that a Cisco IPICS administrator or operator configures you as a Cisco IPICS user
– Make sure that your Apple device has network connectivity
– Contact your system administrator to make sure that the Cisco IPICS server is up and reachable
– If you have never logged in to the primary Cisco IPICS server and a secondary is the active
server due to a failover, log in to the secondary server
Symptom Cisco Instant Connect cannot transmit or receive audio.
Possible Cause
– Your Apple device is not operating on a wireless network
– The UMS component is down or unreachable
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Program Messages
Recommended Action To reestablish a connection, wait, and reconnection starts automatically.
– Make sure that you are using a Wi-Fi connection and that your Apple device is in range for the
connection
– Make sure that your Apple device is on the same wireless network as the Cisco IPICS UMS
component
– Contact your system administrator to make sure that the UMS component is up and reachable
– Contact your Cisco IPICS dispatcher to determine whether there is an active talkline
Symptom Audio from your Apple device is transmitted at a low volume.
Possible Cause Some Apple devices include two internal microphones. When you choose to use the
internal speaker, the microphone at the bottom of the device becomes active. When you choose to
use an external speaker, the microphone at the top of the device becomes active.
Recommended Action Speak into the active microphone.
Program Messages
This section lists the Cisco Instant Connect program messages that can appear when a situation requires
you to take corrective action. This section also provides an explanation of each message and
recommended actions that you can take to resolve an issue.
In addition to the messages that this section describes, Cisco Instant Connect can display other messages
that the Cisco IPICS server provides. These message include recommended actions that you can take to
resolve the issue.
Message All mobile endpoint licenses are in use. Cannot connect to the server.
Explanation You are trying to log in to the Cisco IPICS server but there are no available mobile
endpoint licenses.
Recommended Action Wait a few minutes and try to log in again. If the issue persists, contact your
system administrator.
Message Cannot join talkline.
Server is offline.
Explanation You are trying to join a talkline but the Cisco IPICS server is off line or the Internet
connection has been lost.
Recommended Action Check you device Internet connectivity and try joining the talkline again. If the
issue persists, contact your system administrator.
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Program Messages
Message Cannot join talkline.
Media data not found.
Explanation You are trying to join a talkline but the UMS or RMS is not ready or cannot produce media
data from the join request.
Recommended Action Try joining the talkline again. If the issue persists, contact your system
administrator.
Message Cannot join talkline.
Unable to setup SIP session. Check media resources.
Explanation You are trying to join a talkline but the UMS or RMS is not ready or is not available.
Recommended Action Try joining the talkline again. If the issue persists, contact your system
administrator.
Message Could not connect to the server.
Explanation You tapped the Log In button in the Cisco Instant Connect Log In screen but the IPICS
Server field is blank.
Recommended Action In the IPICS Server field, enter the IP address of the Cisco IPICS server that
you want to log in to.
Message Login Failed: Invalid User or Password.
Explanation You are trying to log in to the Cisco IPICS Server from the Cisco Instant Connect Log
In screen and have entered an invalid user name or password.
Recommended Action Enter your correct user name and password. If the problem persists, contact
your system administrator.
Message Media server unavailable
UMS IP_address
Explanation The UMS with the IP address that is indicated is off line.
Recommended Action Wait a few minutes and then try the action again. If the issue persists, contact
your system administrator.
Message No Internet connection available
Explanation This Apple device has lost network connectivity.
Recommended Action Check your network connectivity.
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Program Messages
Message Password is required.
Explanation You tapped the Log In button in the Cisco Instant Connect Log In screen but the
Password field is blank.
Recommended Action In the Password field, enter your Cisco IPICS password.
Message Server error.
Explanation You tapped the Log In button in the Cisco Instant Connect Log In screen but the IPICS
Server field contains an incomplete or incorrect IP address.
Recommended Action In the IPICS Server field, enter the IP address of the Cisco IPICS server that
you want to log in to.
Message Server with the specified hostname could not be found.
Explanation You tapped the Log In button in the Cisco Instant Connect Log In screen but the IPICS
Server field contains an incomplete or incorrect IP address.
Recommended Action In the IPICS Server field, enter the IP address of the Cisco IPICS server that
you want to log in to.
Message Session Deactivated.
Your session has been logged out by a system administrator.
Explanation A Cisco IPICS administrator has logged you out from the Cisco IPICS server.
Recommended Action Try logging in to the Cisco IPICS server again. If the issue persists, contact
your system administrator.
Message Talkline is inactive.
Explanation The talkline that you are trying to use is disabled.
Recommended Action Contact your system administrator.
Message The request timed out.
Explanation You cannot log in to the Cisco IPICS server that you designated because the server is
not reachable or not responding.
Recommended Action Wait while Cisco Instant Connect automatically retries to log you in.
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Message User account is locked.
Explanation You cannot log in to the Cisco IPICS server because your Cisco IPICS user account
has been locked.
Explanation Contact your system administrator.
Message User has been disabled.
Explanation You cannot log in to the Cisco IPICS server because your Cisco IPICS user account
has been disabled.
Recommended Action Contact your system administrator.
Message Username is required.
Explanation You tapped the Log In button in the Cisco Instant Connect Log In screen but the
Username field is blank.
Recommended Action In the Username field, enter your Cisco IPICS user name.
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