Device Issue Messages in the Cisco Webex Control Hub
Device issue messages in the Cisco Webex Control Hub
If there are any problems with devices, an issue message is displayed in the Cisco Webex Control Hub:
The following list shows the messages that appear in the Control Hub for the various error codes:
| Error Code | Type | Message |
| mediaprotocol | Network Ports Blocked | Firewall may be blocking media on UDP. Call quality may be impacted. For help with the network port requirements, see: WBX000028782 - Network Requirements for Cisco Webex Teams Services |
| tcpmediafallback | ||
| mediablockingdetected | Firewall may be blocking media on UDP and TCP. Call quality may be impacted. For help with the network port requirements, see: WBX000028782 - Network Requirements for Webex Services | |
| temperaturecheck | High Temperature | System temperature is too high. |
| osdvideooutput | Main Display Not Detected | Verify that the main display is turned on and connected to the correct display output on the video system. |
| noupgrade | Automatic Updates Disabled | System software will not be updated. |
| soontobedeactivated | Device credentials will soon expire |
*This device has been offline for several weeks. Bring the device online within [expireInDays] days to avoid losing its Webex activation. *The device will expire in 1 year regardless of last seen online time: |
| ntpstatus | Time Server Not Reachable | The connection to an NTP server could not be established. The time displayed on your endpoint may be wrong. |
| audiopairinginterference | Signal interference from other devices | There is an ultrasound signal interference in this room from other devices (For example, other video systems) that could prevent pairing between the video system and your phone or laptop. |
| ecreferencedelay | Audio Delay | Your monitor settings are adding a delay to your audio. Change the monitor settings to a suitable mode (For example, Game mode). For help, see: Monitor Recommendations for SX10, SX20, and Room Kits |
| ultrasoundspeakeravailability | No Embedded Ultrasound Speaker | This hardware version of the Cisco TelePresence SX10 does not have an embedded ultrasound speaker. |
| missingencryptionkey | Missing encryption option key | You must add an encryption option key. |
| configuredfortestautomation | Configured for test automation | Metrics and log reporting are affected. |
| touchpanelconnection | Touch Panel Required | There is no touch panel connected to the room device. Check the cable connecting the touch panel to the room device. |
| networkquality | Packet Loss Detected | During the last call we detected a level of packet loss that may have impacted the call quality. Packet loss is typically caused by network congestion. |
| accountmissing | The owner of this device cannot be found | The user or place that this device was associated with is no longer in your organization. Perform a factory reset on the device itself. You can then activate it for a different user or place. Alternatively, delete the device to remove it from your organization. |
| unknown | The device reported an unknown error and there is no description available. Error code is: [Error Code] | "message_with_description": "The device reported an unknown error. Error code is: [errorCode]. Description provided: [description]. (See the image below for an example). |
| audiopairingrate | Unable to verify the ultrasound signal | Unable to verify the ultrasound signal which enables pairing with phones and laptops. This could be due to a missing or faulty speaker, an external speaker that doesn't support ultrasound, the volume on an external speaker being too low, sub-optimal microphone placement, or interference from other ultrasound sources. |
| ultrasoundconfigsettings | Ultrasound pairing may fail | Automatic pairing with this device via ultrasound may not work. Log into Local Device Controls and increase the ultrasound volume on the device. |
| monitordelay | Monitor audio delay | The monitor connected to this device is adding a delay to the audio. Change the monitor settings to a suitable mode (ex: Game mode). |
| currentnetworkquality | Reduced audio and video quality | Network issues might cause participants to experience reduced audio and video quality. |
Note: Contact Cisco TAC for help with any unknown error messages:
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