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.	OTJ could not 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 rule that you expect 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 Google Workspace integration, or vice versa.	Check that the OTJ Endpoint is associated with an OTJ Endpoint Group. Check that the OTJ Endpoint Group is associated with the same OTJ Profile as the Meeting Processing Rule that you expect 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.
	OTJ could not obtain a meeting room alias because the URL in the invitation was rewritten for security reasons and therefore does not match the default rule.	From v33, OTJ natively supports URLs rewritten by Safe Links. Upgrade to v33. Modify your security policy so that URLs in meeting invitations sent to OTJ room resources are not rewritten. Add a custom rule to match the rewritten URLs.
	The meeting was scheduled using the Microsoft Teams plugin for Google Workspace.	This is due to a known issue with the Microsoft Teams plugin for Google Workspace where it does not include the required CVI information in the meeting body.
A meeting is 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 OTJ.	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.
Meetings are being deleted from an endpoint that is managed by TMS, without TMS XE.	There is a known bug (CSCvv93408) with TMS version 15.9 and later whereby TMS will erroneously replace meetings that have been pushed to the endpoint using the endpoint's API.	Ensure that the following configuration for the endpoint has been made in TMS: Disable Allow booking for the endpoint Change Meeting Type to Reservation. If the problem persists, we recommend removing the endpoint from TMS until this bug is fixed by Cisco.
A meeting is 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.	OTJ could not obtain a meeting room alias from the invitation because the meeting information supplied in the body ("description") of the invitation was 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, see either Configuring calendar processing (for Exchange on-premises) or Configuring calendar processing (for O365).
An external Microsoft Teams meeting has been scheduled but there is no Join button.	Your Microsoft Exchange environment uses a security application (such as Office 365 ATP, or Mimecast) to re-write URLs, meaning that One-Touch Join could not obtain the join URL. For more information, see Allowing forwarding of external invitations (for Exchange on-premises) or Allowing forwarding of external invitations (for O365).	Ensure that the security application's URL re-write rules include an exception for any URL starting with the domain https://teams.microsoft.com/
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 depends on the number of endpoints in your OTJ 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 OTJ requests. For more information, see Frequency of and limitations on calendar requests.	For larger Google Workspace 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 is disabled and the meeting is flagged as private.	Review whether these settings are appropriate for your deployment.
On the status page and logs, the Alias field is blank.	Enable non-video meetings is enabled, but OTJ could not 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 is set to either: Private meetings only (and the meeting is flagged as private), or Always and the Replace subject string is empty.	Review whether these settings are appropriate for your deployment.
	Replace empty subject is 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 canceled meeting 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 OTJ does not exist, or does not have a valid license.	Ensure that the service account has 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.
An endpoint is not appearing on the OTJ Endpoints status page.	Endpoints appear on this page after the initial contact between the endpoint and OTJ has been made. For Cisco endpoints, this happens when a meeting has successfully been pushed to the endpoint. For Poly endpoints, this happens when the Poly endpoint has successfully polled the Conferencing Node.	Wait until a meeting has been created to which the endpoint is invited. Then check again to confirm that the endpoint is appearing on the status page.
A Graph Gatherer error occurs when adding an email address with a slash /	The / special character is not supported in these email addresses.	Use an alternative email address without a /.
Cisco endpoint issues
OTJ 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"	OTJ is configured to communicate with the endpoint via HTTP and the endpoint redirects to HTTPS.	Configure OTJ 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.
Webex endpoint issues
Meetings are not appearing on the Webex endpoint.	The endpoint is configured to use a Webex Calendar service. This prevents OTJ from being able to push meetings to the endpoint.	Disable the calendar.
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 OTJ 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 indicate issues with reading specific calendars.
	The Poly endpoint has lost connection with the OTJ calendaring service and has become unregistered, thus it is no longer receiving updated meeting information. To check if the endpoint has lost contact: If Raise alarms is enabled for this endpoint, an OTJ Poly Endpoint Error alarm will appear on the Pexip Infinity Administrator interface if it is 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.