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Acano solution Acano Client Troubleshooter April 2015 76-1045-01-I

Collecting Logs Acano solution: Acano Clients Troubleshooter 76-1045-01-I Page 10 2 Issues Logging into an Acano Client If your users are expe

Collecting Logs Acano solution: Acano Clients Troubleshooter 76-1045-01-I Page 11 2.3 Client Reports “Unable to connect – check your username

Collecting Logs Acano solution: Acano Clients Troubleshooter 76-1045-01-I Page 12 2. Check that the domain part of the login username is the s

Collecting Logs Acano solution: Acano Clients Troubleshooter 76-1045-01-I Page 13 2.6 Client reports Certificate Warning If when you are tryin

Collecting Logs Acano solution: Acano Clients Troubleshooter 76-1045-01-I Page 14 3 Issues logging out on Acano client 3.1 Client hang ups If

Collecting Logs Acano solution: Acano Clients Troubleshooter 76-1045-01-I Page 15 4 Issues after logging into an Acano client 4.1 Client diag

Collecting Logs Acano solution: Acano Clients Troubleshooter 76-1045-01-I Page 16  The user must log out from all Acano clients. Since the ho

Collecting Logs Acano solution: Acano Clients Troubleshooter 76-1045-01-I Page 17

Collecting Logs Acano solution: Acano Clients Troubleshooter 76-1045-01-I Page 18 5 Issues in coSpaces on Acano client 5.1 Negative in progre

Collecting Logs Acano solution: Acano Clients Troubleshooter 76-1045-01-I Page 19 5.2 Participants not going away If you are the only partici

Contents Acano solution: Acano Clients Troubleshooter 76-1045-01-I Page 2 Contents 1 Problems Installing an Acano Client ...

Collecting Logs Acano solution: Acano Clients Troubleshooter 76-1045-01-I Page 20 6 Audio Issues If your users are experiencing issues with so

Collecting Logs Acano solution: Acano Clients Troubleshooter 76-1045-01-I Page 21 6.4 Echo on the Call 1. In a point-to-point call, the parti

Collecting Logs Acano solution: Acano Clients Troubleshooter 76-1045-01-I Page 22 7 Video Issues If you users are experiencing issues with vid

Collecting Logs Acano solution: Acano Clients Troubleshooter 76-1045-01-I Page 23 locations. Check whether the issue always occurs for a specif

Collecting Logs Acano solution: Acano Clients Troubleshooter 76-1045-01-I Page 24 Please take the client diagnostic log under the sharing stat

Collecting Logs Acano solution: Acano Clients Troubleshooter 76-1045-01-I Page 25 8 Issues with Guest/Signed-in User Features 8.1 Issues with

Collecting Logs Acano solution: Acano Clients Troubleshooter 76-1045-01-I Page 26 8.2 Guest Issues 8.2.1 Cannot join call as a guest using t

Collecting Logs Acano solution: Acano Clients Troubleshooter 76-1045-01-I Page 27 9 coSpace Management Issues 9.1 Duplicated coSpace Video Ad

Collecting Logs Acano solution: Acano Clients Troubleshooter 76-1045-01-I Page 28 The user should now be able to log in to an Acano client an

Collecting Logs Acano solution: Acano Clients Troubleshooter 76-1045-01-I Page 29 10 Problems with SIP Endpoints If your users are experiencin

Contents Acano solution: Acano Clients Troubleshooter 76-1045-01-I Page 3 8.2.1 Cannot join call as a guest using the Chrome browser ...

Collecting Logs Acano solution: Acano Clients Troubleshooter 76-1045-01-I Page 30  If the call is placed from an external SIP endpoint, check

Collecting Logs Acano solution: Acano Clients Troubleshooter 76-1045-01-I Page 31  Software version of Acano solution  Type of Acano Server

Collecting Logs Acano solution: Acano Clients Troubleshooter 76-1045-01-I Page 32 Then email [email protected] with this information. 10.6 Iss

Collecting Logs Acano solution: Acano Clients Troubleshooter 76-1045-01-I Page 33 11 WebRTC Browser Certificate Issues If your users are exper

Collecting Logs Acano solution: Acano Clients Troubleshooter 76-1045-01-I Page 34  If the browser is Firefox, click and expend the Technical

Collecting Logs Acano solution: Acano Clients Troubleshooter 76-1045-01-I Page 35 11.2 Certificate Issued in the Wrong Name If you get either o

Collecting Logs Acano solution: Acano Clients Troubleshooter 76-1045-01-I Page 36  If the browser is Firefox, click and expend the Technical

Collecting Logs Acano solution: Acano Clients Troubleshooter 76-1045-01-I Page 37 In case, you need to re-issue the appropriate certificate on

Collecting Logs Acano solution: Acano Clients Troubleshooter 76-1045-01-I Page 38 In this example, click and expand the Technical Details on F

Collecting Logs Acano solution: Acano Clients Troubleshooter 76-1045-01-I Page 39 1. Log in to the Acano server via SSH, using your Web Admin

Contents Acano solution: Acano Clients Troubleshooter 76-1045-01-I Page 4 Finding the Corresponding Client Log ...

Collecting Logs Acano solution: Acano Clients Troubleshooter 76-1045-01-I Page 40 12 WebRTC Client Issues 12.1 WebRTC Client Connection Issues

Collecting Logs Acano solution: Acano Clients Troubleshooter 76-1045-01-I Page 41 b. At the PC Windows command prompt, type your equivalent

Collecting Logs Acano solution: Acano Clients Troubleshooter 76-1045-01-I Page 42 Note: If the Web Client landing page still does not work, sen

Collecting Logs Acano solution: Acano Clients Troubleshooter 76-1045-01-I Page 43 13 Customization issues 13.1 Customized feature not working

Collecting Logs Acano solution: Acano Clients Troubleshooter 76-1045-01-I Page 44 Appendix A Collecting Logs If the steps in the previous sect

Collecting Logs Acano solution: Acano Clients Troubleshooter 76-1045-01-I Page 45 5. Press Ctrl + C to stop capturing. A pcap file has been c

Collecting Logs Acano solution: Acano Clients Troubleshooter 76-1045-01-I Page 46 Collecting the live.json File 1. Log in to the Acano server

Collecting Logs Acano solution: Acano Clients Troubleshooter 76-1045-01-I Page 47 Collecting Diagnostic Information from a client Obtaining a l

Collecting Logs Acano solution: Acano Clients Troubleshooter 76-1045-01-I Page 48 Obtaining log and crash files on the PC Client In the unl

Collecting Logs Acano solution: Acano Clients Troubleshooter 76-1045-01-I Page 49 Collecting a SIP Trace 1. Make sure that the testing call wi

Collecting Logs Acano solution: Acano Clients Troubleshooter 76-1045-01-I Page 5 1 Problems Installing an Acano Client 1.1 ClickOnce Installe

Collecting Logs Acano solution: Acano Clients Troubleshooter 76-1045-01-I Page 50 b. On a virtualized deployment, sign in to the MMP and iss

Collecting Logs Acano solution: Acano Clients Troubleshooter 76-1045-01-I Page 51 a. Log in to the Acano server via WinSCP, using your Web Adm

Client Diagnostic Log Analysis Acano solution: Acano Clients Troubleshooter 76-1045-01-I Page 52 Appendix B Client Diagnostic Log Analysis The

Client Diagnostic Log Analysis Acano solution: Acano Clients Troubleshooter 76-1045-01-I Page 53 Media Sessions Info – Video session Further

Client Diagnostic Log Analysis Acano solution: Acano Clients Troubleshooter 76-1045-01-I Page 54 Media Diagnostics Information in Media Diagno

Client Diagnostic Log Analysis Acano solution: Acano Clients Troubleshooter 76-1045-01-I Page 55 Callbridge selection In XMPP info section,

Server Diagnostic Log Analysis Acano solution: Acano Clients Troubleshooter 76-1045-01-I Page 56 Appendix C Server Diagnostic Log Analysis The

Server Diagnostic Log Analysis Acano solution: Acano Clients Troubleshooter 76-1045-01-I Page 57 The second screen shot is about codec and bit

Server Diagnostic Log Analysis Acano solution: Acano Clients Troubleshooter 76-1045-01-I Page 58 Note: Normally there are only 1 or 2 keyfra

Server Diagnostic Log Analysis Acano solution: Acano Clients Troubleshooter 76-1045-01-I Page 59

Collecting Logs Acano solution: Acano Clients Troubleshooter 76-1045-01-I Page 6 v. Click Save. Note: We support IE 9 and above. 3. Instal

Acano solution: Acano Clients Troubleshooter 76-1045-01-I Page 60 © 2015 Acano (UK) Ltd. All rights reserved. This document is provided for i

Collecting Logs Acano solution: Acano Clients Troubleshooter 76-1045-01-I Page 7 4. Installation failure Sometimes, you may get the error belo

Collecting Logs Acano solution: Acano Clients Troubleshooter 76-1045-01-I Page 8 Note: If the ClickOnce installer still does not work, send an

Collecting Logs Acano solution: Acano Clients Troubleshooter 76-1045-01-I Page 9 1.3 Mac dmg Installer Not Working If you try to access a meet