Adobe Connect Support Blog

July 31, 2015 /General /UV /

Troubleshooting FMG On-premise: “Error in joining Audio Conference”

If Flash Media Gateway cannot establish a connection, you may see this pop up message upon invoking Unified Voice: Error in joining Audio Conference:

fmg.fw uvtestfail.fw

 There are a number of potential causes; let’s consider some approaches to troubleshooting:

Restart the FMG service. Check the task manager to make sure that there is not a hanging FMG process. If fmgmain is hanging, terminate it manually through the task manager and then restart the FMG services. Here are the relevant services highlighted:

rel-svcs.fw

Manually check the FMG status from the Connect server  via a browser and telnet:

  • http://fmgIPAddress/2222/admin/getFMGStatus?auser=sa&apswd=fmgpassword

fmgcheck.fw

  • telnet from fmg to the Connect server on 8506
  • telnet from the Connect server to fmg on 2222
  • telnet from fmg to sip on 5060
  • Check to see if ports are listening:
    • netstat -an|find “8506”
    • netstat -an|find “2222”

Here is the flow illustrated with an eye toward the Intercall implementation:

Connect_FMG_Flow

These are the relevant logs for troubleshooting telephony issues; some Connect telephony adaptors leverage FMG:

  • \Flash Media Gateway\2.0.1.19_8x8\log\core.xx.log and master.xx.log, sip.xxxx.log

fmglogdir.fw

  • \Connect\logs\telephony\-relevant-adaptor.xx.log

logstelephony.fw

  • \Connect\logs\support\debug.xx.log

debuglog.fw

  • \Connect\logs\support\apps\_defaultHost_\telephonyProviderTesterApp\instances\7\####\application.xx.log

teltestapplog.fw

Note: When sending logs to Adobe Connect Support for scrutiny of a telephony (or any server-side) issue, it is generally prudent to send all logs if allowable by truncating them to focus on the issue at hand:

  • Stop all services: FMS, FMG, Connect & Telephony
  • Rename or delete all log directories
  • Restart all services and recreate the problem being scrutinized
  • Stop all services and zip complete log directories focused on the issue at hand and provide them to the support consultant

And along those same lines, the entire /conf/ directories, all four zipped will help us locate errors as well:

  • C:\Connect\9.3.1\TelephonyService\conf
  • C:\Flash Media Gateway\2.0.1.19\conf
  • C:\Connect\9.3.1\comserv\win32\conf
  • C:\Connect\9.3.1\comserv\conf

Relevant configuration files for troubleshooting may include:

  • \Flash Media Gateway\2.0.1.19_8x8\conf\sip.xml, rtmp.xml, http.xml, workflow.xml

fmgconfdir.fw

  • \Connect\9.3.1\TelephonyService\conf\telephony-settings.xml, server.xml

telconf.fw

  • \Connect\9.3.1\custom.ini

customdir.fw

FMG connection settings are configurable in the console on port 8510 on the Connect server. While it is recommended that FMG be installed and run on a separate server, in some cases, it is collocated with Connect. Check to make sure there are not two instances of FMG where only one is needed. This is possible as when distributing FMG onto a separate server as appropriate in a robust clustered environment, an oversight may be to leave it also installed locally on the Connect server as well:

fmg8510.fw

Delete superfluous instances and disable any local unneeded FMG service.

fmg85101.fw

  fmgsvc.fw

General, UV