Category Archives: Troubleshooting

Proxy side ICE connectivity check failed

22 Saturday Dec 2018

Posted by in Edge Server, Event ID 14402, Skype for Business, Troubleshooting

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Issue

Initial complaint was that all users homed to a specific pool could not reach voicemail, neither could any callers leave messages.

Environment

Lync 2010 with an Enterprise Pool (co-located Mediation servers), multiple SBA’s and SBC’s as well as an Edge Pool. Voicemail in O365. To make things interesting, each pool has its own UM Policy.

Replicated the issue by dialing the subscriber access number in O365. Basically, the call is established, I hear silence for 10 seconds and the call is dropped.

Troubleshooting

Investigating I found that any users homed to the Enterprise Pool were experiencing the issue. Looking at the monitoring reports, diagnostic report shows the diagnostic ID 22 with a reason “Call failed to establish due to a media connectivity failure when both endpoints are internal”. Now that sounds familiar..

Diagnostic ID 22In the past I have seen these sorts of issues and found that they usually occur when there is a routing issue involving the Edge Pools and thus a breakdown in the candidate negotiation process. However, this is the first time I have seen this sort of issue when dialing a PSTN number.

Move the user to another pool and the issue disappears, right so pool specific.

Next stop, Edge server to see what its thoughts are on this call failure. Looking at the Event logs I find the error Event ID 14402 which corelates to the attempts to O365 Voicemail.

Event ID 14402The non-internal servers that are named in the error is the on-prem UM server. “Add it to the list of internal servers on the Access Edge Server”, well I don’t think I have seen that list since the OCS days. There must be a list of sorts but no bells ringing just yet.

Running snooper trace I got the same Diagnostic ID and reason as we saw earlier in the diagnostic report. But wait, there is also another clue. The exception thrown is “Proxy side ICE connectivity check failed”, and the component is “mediation server”.

both endpoints internalLooking at the Lync Workloads Protocal poster, this ICE traffic is on the internal interface. The Lync Workloads Protocal poster also confirms that the components affected are Mediation, UM and Enterprise Pool. So in summary, a specific Pool is unable to complete an ICE check with the Edge Pool. Testing from these servers I can confirm that this traffic is allowed (simply 443 TCP and 3478 UDP).

Wonder if anyone else can shed light on this, off to google. Not a single hit with the same diagnostic error or call scenario. Not entirely surprised, also I suspect that this is not the only symptom of the underlying issue. My google search did however find a possibility that the Mediation service and Edge service are not associated correctley (thanks Mattias)

And there it is..or in the case of the EdgeServer entry for the pool in question, there it is not.

Mediation Association

Solution

Add the association between the Mediation Server and the Edge Server, of course. Test and sorted. Found the list 😉

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Troubleshooting Issue: Can’t manage Skype Response Groups from CSCP GUI

17 Wednesday Jan 2018

Posted by in Response Groups, RGS, Troubleshooting, Workflows

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Problem

The Response Groups tab does not show any configured Workflows, Queues or Groups. Also I am unable to configure any Response Groups.

Manage Response Groups

Response Group Workflow Page Blank

Troubleshooting

The Workflows do exist as my first check was to make sure they are visible and I can manage them from PowerShell. So permissions don’t appear to be an issue.

Attempting to add a group via the Control Panel I get the message “No workflows are assigned to current manager”.

Skype Response Groups No Workflows are assigned to current manager

Now that’s cryptic, why does the Control Panel think I am a Response Group Manager?

A quick check in Active Directory Group Membership for my account shows that I am a member of CSAdministrator BUT am also a member of CSResponseGroupManager.

 

Response Group Manager

I am certainly not supposed to be an RGS Manager.

Solution

 The CSResponseGroupManager group only allows access to manage groups that a user has been specifically assigned too. Removing my account from this group corrected the situation and I was able to manage all RGS as expected.
If a user was assigned as the group manager, then ONLY that particular group would be visible in the Control Panel.

Wireshark Trace file too large to open

20 Tuesday Dec 2011

Posted by in Quick Reference Guide, Troubleshooting, Wireshark

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While looking for an evasive SIP Gateway related problem I used wireshark to collect additional traffic. Unfortunatly once I had taken the wirshark capture file (which had grown to almost 2 GB) to my laptop for analyzing I found that it lacked sufficient memory to load this enormous capture file.
I found that wirshark shipped with tools that have the ability to split the capture to a manageable size. How does it work?

You can split the capture file as follows:-

1. From CMD Navigate to c:\Progran Files\Wireshark
 
2. Run the command: capinfos -c c:\xxxxx.pcap – Where xxxxx.pcap is your capture file
 
3.  This will give you the number of packets in the trace so can decide how to split the file. Only 290 packets in my screenshot 🙂
 
 
4. Run the command: editcap -c 400000 c:\xxxxx.pcap c:\splittrace.pcap – Where 400000 is the number of packets in each output split segment, and the source and destination files are mentioned next
5. You will now have as many files as required to complete the split, they will be called what you stated as the dest file above followed by -0000, -0001 etc