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System Troubleshooting
This chapter provides Polycom
®
RealPresence
®
Resource Manager system
troubleshooting information. It includes the following topics
• Troubleshooting Utilities Dashboard
• Troubleshooting Specific Types of Issues
— Registration Problems and Solutions
— Point-to-Point Calling Problems and Solutions
— MCU and Gateway Dialing Problems and Solutions
Troubleshooting Utilities Dashboard
The RealPresence Resource Manager system has a Troubleshooting Utilities
dashboard that brings together on one page access to all of the information you
might need to diagnose system issues. It includes access to various diagnostic
files and informational panes.
The diagnostic files include:
•Traces—Use this option to generate and download a network sniffer trace
that can help you examine the traffic to and from the RealPresence
Resource Manager system.
• Resource Manager System Logs—Use this option to generate and
download a
GetAllLogs.zip
file that includes all of the RealPresence
Resource Manager system log files. For more information about these
system logs, see “View and Export System Log Files” on page 561.
• Resource Manager System Report—Use this option to generate and
download a
SystemInfo.txt
file that describes the system configuration.
For more information about this report, see “Resource Manager System
Report” on page 563.
• Test Network Connection—Use this option to perform a Traceroute or
Ping operation. Traceroute allows you to investigate the route path and
transit times of packets as they travel across an IP network. Ping allows
you to test the availability of a host on an IP network.
