Avaya endpoints troubleshooting

This article covers the following Avaya endpoint issues:

Activating Avaya devices

For information on how to activate (sometimes referred to as provisioning) your device, see Activating Avaya endpoints on the Pexip Service. Please note that Avaya video endpoints are not compatible with activation using the Activate Endpoint app.

For a list of the Avaya devices supported for use with Pexip subscriptions, see Videoconferencing units compatible with Pexip subscriptions.

If activation fails or the device reports "Invalid certificate" then you need to replace the unit's existing Root CA certificate with an updated certificate:

  1. Go to the DigiCert repository to obtain the DigiCert Global Root G2 CA: https://cacerts.digicert.com/DigiCertGlobalRootG2.crt.pem (you may need to right-click and select Save link as...).
  2. Follow the prompts to save the file as a .pem file.
    • If you choose to open the file first, be sure to use a text editor such as Notepad or Vi.
  3. Sign in to the unit's configuration interface and install the certificate (the .pem file).

"Transmission error" messages and presentation content sent as the main video stream

If, when receiving presentation content, the endpoint displays a "Transmission error - presentation not available" message, and then later receives the presentation content in the main video stream, this means that your endpoint is configured to receive BFCP messages over TCP (it uses "TCP preferred" by default).

The Pexip Service only supports BFCP over UDP. Therefore, the solution is to configure the endpoint to use UDP. From the endpoint's configuration menu, go to Administrator Settings > Protocols > SIP and in the Advanced settings set Transport Outgoing Calls BFCP = UDP Only.

Note that this issue shouldn't occur if the endpoint is registered to the Pexip Service and has our Minimum supported software version as specified at Videoconferencing units compatible with Pexip subscriptions.