Troubleshooting One-Touch Join

This section provides guidance on troubleshooting issues with Pexip Infinity's One-Touch Join feature, including issues specific to Cisco or Poly endpoints.

For guidance on the troubleshooting of general issues, see Troubleshooting the Pexip Infinity platform.

Symptom Possible cause Resolution
One-Touch Join issues
A meeting has been scheduled and is showing on the room endpoint, but there is no Join button. One-Touch Join has not been able to obtain a meeting room alias from the invitation because it does not match a meeting processing rule and does not contain a URI or address prefixed with sip:, sips: or h323:.

Review the meeting processing rules.

The meeting processing rule that you expected to match is associated with a different OTJ profile than the endpoint. For example, the endpoint has an Exchange email address and is associated with an Exchange integration, but the rule that the meeting matches is associated with a G Suite integration, or vice versa.
  1. Check that the OTJ Endpoint has been associated with an OTJ Endpoint Group.
  2. Check that the OTJ Endpoint Group is associated with the same OTJ Profile as the Meeting Processing Rule that you expected to match.
The meeting is not a video meeting. If you do not want non-video meetings to appear on the room endpoint, you can disable the Enable non-video meetings option.
A meeting has been scheduled and is showing on the room endpoint, but either there is no Join button, or the Join button appeared and then disappeared. The endpoint is being managed by Webex Cloud Calendar or TMS XE, and these systems are overriding the meeting information from One-Touch Join. Ensure that any endpoints used for One-Touch Join are not also registered to the calendaring service on other systems such as the cloud-based Webex Hybrid Calendar Service, or Cisco TMS XE.

A meeting has been scheduled and is showing on the room endpoint, but there is no Join button. The support log shows the message:

Could not find an alias for this meeting which had no body. This could be a meeting room configuration issue.

One-Touch Join has not been able to obtain a meeting room alias from the invitation because the meeting information supplied in the body ("description") of the invitation has been stripped by Exchange prior to One-Touch Join processing the meeting. Change the calendar processing rules for the room to ensure that the meeting body is not deleted. For instructions on how to do this, see either Configuring calendar processing (for Exchange on-premises) or Configuring calendar processing (for O365).

There is a delay between a meeting invitation being sent and it appearing on the room endpoint.

A short delay is expected due to internal processing, and the actual time taken will depend on the number of endpoints in your One-Touch Join deployment, and the number of daily API requests you are allowed to make to your calendar service. Limits are also imposed so that Conferencing Nodes do not become overloaded with One-Touch Join requests.

For more information, see Frequency and limitations on calendar requests.

For larger G Suite integrations you can ask for an increase to the number of calendar API requests you can make in a 24-hour period, thus allowing you to update endpoints more frequently. For more information, see Requesting an increase to API limits.

You could also consider Deploying a dedicated One-Touch Join platform.

On the status page and logs, the Alias field is blank.

Process alias for private meetings has been disabled and the meeting was flagged as private.

Review whether these settings are appropriate for your deployment.

Enable non-video meetings has been enabled, but OTJ was not able to obtain a valid alias for the meeting.

This may be because Exchange is using default calendar processing, which removes the header and body of the invitation, and replaces the subject with the organizer's name.

Ensure that Exchange calendar processing properties are changed from the default, as per the instructions in Configuring calendar processing on room resource mailboxes.
On the status page and logs, the Subject field is showing the organizer's name.

Replace subject for private meetings has been enabled and the meeting was flagged as private, or

Review whether these settings are appropriate for your deployment.

Replace empty subject has been enabled and there was no subject.

This may be because Exchange is using default calendar processing, which removes the header and body of the invitation, and replaces the subject with the organizer's name.

Ensure that Exchange calendar processing properties are changed from the default, as per the instructions in Configuring calendar processing on room resource mailboxes.
An endpoint has been deleted from the Pexip Infinity configuration but its details are still appearing on the OTJ Endpoints status page. The status page is refreshed once an hour. Wait up to one hour for the endpoint's details to be removed.
A meeting that has been canceled is still appearing on the OTJ Meetings status page. The status page is refreshed once an hour. Wait up to one hour for the meeting's details to be removed.

When configuring Exchange you are getting the following errors or warnings:

ErrorCode="InvalidUser"

ErrorMessage="Invalid user"

The service account being used for One-Touch Join does not exist, or does not have a valid license.
  • Ensure that the service account has been added correctly, with the correct username and password/authentication information.
  • Ensure that the service account has an appropriate Exchange license, such as Office 365 Enterprise E1, Office 365 Business Basic (formerly Essentials) or one of the Exchange Online plans.
Cisco endpoint issues
One-Touch Join cannot contact an endpoint via its API. The following appears in the alarms and logs:
Non-200 status code returned when trying to upload OBTP bookings to endpoint and
StatusCode="307"
One-Touch Join is configured to communicate with the endpoint via HTTP and the endpoint redirects to HTTPS. Configure One-Touch Join to use HTTPS to communicate with the endpoint.
A Cisco SX series endpoint running TC software may display the "Meeting will automatically connect" message if there is no URI in the meeting invitation. This is a known issue with the Cisco endpoint when running this software.  
Poly endpoint issues
Meetings are not appearing on the Poly endpoint. The configuration for the endpoint on Pexip Infinity or on the endpoint itself is incorrect.

Ensure that the configuration for endpoint on Pexip Infinity and on the endpoint itself is correct, in particular that the username and password configured on both match.

Ensure that the endpoint is showing as registered to the calendaring service.

The Poly endpoint is registered to the calendaring service but One-Touch Join hasn't found any meetings.

View the Meeting status page to see if any meetings have been found for this endpoint.

Check for any Google Gatherer/Exchange Gatherer alarms, which would indicate issues with reading specific calendars.

The Poly endpoint has lost connection with the OTJ calendaring service and has become unregistered, meaning it is no longer receiving updated meeting information.

To check if there is still contact with the endpoint:

  • If Raise alarms is enabled for this endpoint, an OTJ Poly Endpoint Error alarm will appear on the Pexip Infinity Administrator interface if it has been more than 10 minutes since there was contact with the endpoint.
  • If this option is not enabled, view the Endpoint status and check the last contact time. If this is more than 10 minutes ago the endpoint may have lost connection.

On the Poly endpoint, disable and re-enable the calendaring service.