Monitoring and troubleshooting One-Touch Join

This topic covers viewing the status of video systems and mailboxes, and provides some troubleshooting guidelines.

Viewing status

From Pexip Control Center you can view the status of the video systems and mailboxes that have been configured to use One-Touch Join.

  • To view the status of a mailbox, either:

    • From the left panel, select Settings > One-Touch Join. From the General Settings tab, go to the Mailbox Configuration section. You see a list of mailboxes, each with a status (Online or Offline) next to it, or
    • From the left panel, select Video Systems and then select the video system whose status you wish to view. Scroll down to the bottom of the page and expand the One-Touch Join (OTJ) section. You see the name of the associated mailbox with a status (Online or Offline) next to it.

  • To view the status of an endpoint:

    • from the left panel, select Video Systems and then select the video system whose status you wish to view. Scroll down to the bottom of the page to the One-Touch Join (OTJ) section. You see the endpoint's status (Online or Offline) next to the section heading.

Endpoints and mailboxes can have a status of either Online or Offline, and you can hover over the status for further information such as when it was Last seen:

  • Online indicates that there is active and successful communication between One-Touch Join and either the endpoint or the mailbox.
  • Offline indicates either that the endpoint is off, or that there is an error communicating with the endpoint or the mailbox. More details about errors are available by hovering over the status.
  • Last seen is the date and time that One-Touch Join last communicated with the endpoint or mailbox.

Troubleshooting

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. 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 Display non-video meetings option.
One-Touch Join could not obtain a meeting room alias from the invitation because the meeting information supplied in the body ("description") of the invitation has been stripped by Office 365 / Exchange prior to One-Touch Join processing the meeting.

Our recommended resolution is to 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 Configuring calendar processing on room resource mailboxes.

If that is not appropriate for your deployment (e.g. for security or policy reasons, then we recommend you enable the option to Process property header for matching rules.

One-Touch Join could not obtain a meeting room alias because the URL in the invitation has been rewritten for security reasons (for example, by a service such as Mimecast) and therefore does not match the default rule.

Note that OTJ natively supports URLs rewritten by Safe Links in Microsoft Defender for Office 365, and Proofpoint's URL Defense.

 Configure your URL rewriting service so that URLs in meeting invitations sent to OTJ room resources are not rewritten.
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 whereby it does not include the required CVI information in the meeting body.
Display private meetings is disabled and the meeting is flagged as private. Review whether these settings are appropriate for your deployment.

Display 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.
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. Ensure that the security application's URL re-write rules include an exception for any URL starting with the domain https:\\teams.microsoft.com\
An internal user has scheduled a standard CVI-enabled Microsoft Teams meeting, but the Join button launches a call with a very long SIP Guest Join SIP alias. One-Touch Join could not obtain the standard CVI alias from the invitation because the meeting information supplied in the body ("description") of the invitation has been stripped by Office 365 / 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 Configuring calendar processing on room resource mailboxes. If that is not appropriate for your deployment (e.g. for security or policy reasons), then we recommend you enable the option to Process property header for matching rules.
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.  
The Subject field is showing the organizer's name.

Replace meeting subject is set to either:

  • Private Meetings (and the meeting is flagged as private), or
  • Always

and Replace subject with is set to either:

  • Organizer name, or
  • Custom text (but the custom text field is empty).
 Review whether these settings are appropriate for your deployment.
In PCC an OTJ endpoint is showing as online (under the Video Systems page), but the associated mailbox is showing as offline (under Settings > OTJ > Mailbox configuration). If you are using a mail-enabled security group, it can take up to 2 hours for any changes to take effect and the endpoint to start receiving OTJ meetings. Wait 2 hours.
Cisco endpoint issues

One-Touch Join meetings are not appearing on the endpoint and the logs contain:

Failed with" "{"error":"HTTP failed with: SSL peer certificate or SSH remote key was not OK

This issue occurs when the DST Root CA X3 certificate (expired September 2021) is installed on the endpoint. Disable DST Root CA X3 in Security > Certificate Authorities > Preinstalled