Troubleshooting

NATkit 2.0 provides several troubleshooting options that are accessible from the navigation tree. To access these tools, select Admin > Troubleshooting.

Collecting Server Information

You can gather troubleshooting information about the status of the server using the Collect Server Info option.

To collect server information, follow these steps:

Step 1 Select Admin > Troubleshooting > Collect Server Info. The Collect Server Info dialog box appears.

Step 2 Select a report from the Reports history list.

Step 3 Click Display.

The report displays, showing information such as the product database, the operating system, and disk utilization statistics.

Step 4 To create a new report, click Create. The new report appears in the Reports history list.

Note It might take up to five minutes to collect the information.

Step 5 To delete reports, select them from the Reports history list, then click Delete.

Viewing Process Failures

You can check for potential failures of the back-end server processes using the Process Failures option.

The Process Failures table provides you with only two possible states for the failure:

Failed to run---the process exited or sent a failed message.
Administrato r has shut down the server---the administrator or another program has shut down the process.

To view process failures, follow these steps:

Step 1 Select Admin > Troubleshooting > Process Failures.

Table A-1 describes the columns that the Process Failures table displays.

Table A-1: Viewing Process Failures

Column Description

Process Name

Name of the process.

State

Process status. Failed to run or Administrator has shut down this server.

Pid

Process ID. A unique key by which the operating system identifies all running programs.

RC

Return code. "0" indicates normal program operation. Any other number typically represents an error. Refer to the error log.

Signo

Signal number. "0" indicates normal program operation. Any other number is the last signal delivered to the program before it terminated.

Start Time

Time and date the process was started.

Stop Time

Time and date the process was stopped.

Core

"Not applicable" means the program is running normally. "CORE FILE CREATED" means the program is not running normally and the operating system has created a file called a core file. The core file contains important data about the process failures.

Information

Reason for the failure. "Not applicable" means the program is not running normally.

Column	Description
Process Name	Name of the process.
State	Process status. Failed to run or Administrator has shut down this server.
Pid	Process ID. A unique key by which the operating system identifies all running programs.
RC	Return code. "0" indicates normal program operation. Any other number typically represents an error. Refer to the error log.
Signo	Signal number. "0" indicates normal program operation. Any other number is the last signal delivered to the program before it terminated.
Start Time	Time and date the process was started.
Stop Time	Time and date the process was stopped.
Core	"Not applicable" means the program is running normally. "CORE FILE CREATED" means the program is not running normally and the operating system has created a file called a core file. The core file contains important data about the process failures.
Information	Reason for the failure. "Not applicable" means the program is not running normally.

Step 2 Click any process name to see details. The Process Details table appears.

Click Back to return to the Process Failures table.

Step 3 Click any process state to see the System Log. The System Log appears.

Click Back to return to the Process Failures table.

Step 4 Click Update at any time to refresh the fields.

Collecting Self-Test Information

You can rerun self-tests and generate a report with the results using the SelfTest option. To collect self-test information, follow these steps:

Step 1 Select Admin > Troubleshooting > SelfTest. The Server Selftest Info dialog box appears.

Step 2 To rerun self-tests and generate a report, click Run Tests. The tests are run and a report appears in the Reports history list.

Note It might take up to five minutes to run the tests.

Step 3 Select the report from the Reports history list.

Step 4 Click Display. The report is displayed, showing whether the tests passed or failed.

Step 5 To delete reports, select them from the Reports history list, then click Delete.

Checking Files and Directories After Installation

If you encountered problems while installing NATkit 2.0, make sure the following directories have been installed in the /opt/CSCOpx/ directory (or the directory you specified for the installation):

bin/
cgi-bin/ (programs run by the web server)
collect/
conf/ (configuration files)
etc/ (NATkit 2.0 system files)
example/ (sample import files)
htdocs/ (web server files)
lib/
man/ (manual pages)
objects/ (NATkit 2.0 subsystems)
selftest
upgrade/ (MIB upgrades)
www/

In addition, the following files should have been added to the /etc directory:

rc2.d/K90dmgtd
init.d/dmgtd
rc3.d/S10dmgtd
rc.config.d/CiscoRMCtrl

The NATkit 2.0 installation tool installed the following directories in the
/opt/CSCOpx/objects directory (or the directory you specified for the installation):

availability (Availability)
cmf (Common Management Framework)
config (Device Configuration)
data (Syslog analysis configuration files)
db (NATkit 2.0 database)
dmgt (daemon management)
inventory (Inventory)
mngconnect (Management Connection)
perl (NATkit 2.0 perl interpreter and libraries)
share (shared program files)
swim (Software Management)
tcltk (web administration)
util (utility programs and scripts)
web (web server process and utilities)

Understanding Installation Error Messages

After making sure the correct files are installed, check the /var/tmp/ciscoinstall.log file for installation errors. The following types of installation error messages might appear:

Information messages, which give you important details
Warning messages, which indicate that something might be wrong with a particular process but the process will complete
Error messages, which indicate that a particular process could not complete

Table A-2 shows error messages that might occur during installation and describes the reasons for the errors:

Table A-2: Installation Error Messages

Error Message Reason for Error User Action

<sub-package> did not install.

The specified package did not install correctly.

Verify that you have enough disk space and reinstall NATkit 2.0 as explained in the "Installing NATkit 2.0" chapter.

Error: base package: <name> did not install. Exiting.

Something prevented the base package from installing.

Contact your ANS engineer or NATkit support at natkit-support@cisco.com.

pkgchk <pkg_name> failed.

The Solaris package validation tool (pkgchk) found a problem with the specified directory.

Reinstall NATkit 2.0. Contact your ANS engineer or NATkit support at natkit-support@cisco.com.

cd <dir_name> failed. Applications not installed.

Program could not change to the application directory.

Contact your ANS engineer or NATkit support at natkit-support@cisco.com.

WARNING: RAM in system is $RAM. $MIN_RAM recommended.

Your system has less than the recommended memory.

Add memory to your system.

WARNING: SWAP in system is less than 2x RAM.

Your system has less than the recommended swap space, which is two times the RAM.

Increase swap space.

ERROR: You must be root to run Solaris install. Exiting.

You did not log in as root. The installation is terminated.

Log in as root and enter the correct root password.

Software distribution is incomplete.

The software image (presumably on the CD) is incomplete, so the installation cannot complete.

Contact your ANS engineer or NATkit support at natkit-support@cisco.com.

Insufficient disk space in /var/adm.

/var/adm must have at least 5 MB of available disk space.

Make at least 5 MB of disk space available on /var/adm, then run the installation program again.

Insufficient disk space in /var/tmp.

/var/tmp must have at least 1 MB of available disk space.

Make at least 1 MB of disk space available on /var/tmp, then run the installation program again.

Insufficient disk space on any local volume.

The installation program requires that a local volume with sufficient disk space on which to install the product exists.

Make at least 250 MB of disk space available on a local disk volume.

Error Message	Reason for Error	User Action
<sub-package> did not install.	The specified package did not install correctly.	Verify that you have enough disk space and reinstall NATkit 2.0 as explained in the "Installing NATkit 2.0" chapter.
Error: base package: <name> did not install. Exiting.	Something prevented the base package from installing.	Contact your ANS engineer or NATkit support at natkit-support@cisco.com.
pkgchk <pkg_name> failed.	The Solaris package validation tool (pkgchk) found a problem with the specified directory.	Reinstall NATkit 2.0. Contact your ANS engineer or NATkit support at natkit-support@cisco.com.
cd <dir_name> failed. Applications not installed.	Program could not change to the application directory.	Contact your ANS engineer or NATkit support at natkit-support@cisco.com.
WARNING: RAM in system is $RAM. $MIN_RAM recommended.	Your system has less than the recommended memory.	Add memory to your system.
WARNING: SWAP in system is less than 2x RAM.	Your system has less than the recommended swap space, which is two times the RAM.	Increase swap space.
ERROR: You must be root to run Solaris install. Exiting.	You did not log in as root. The installation is terminated.	Log in as root and enter the correct root password.
Software distribution is incomplete.	The software image (presumably on the CD) is incomplete, so the installation cannot complete.	Contact your ANS engineer or NATkit support at natkit-support@cisco.com.
Insufficient disk space in /var/adm.	/var/adm must have at least 5 MB of available disk space.	Make at least 5 MB of disk space available on /var/adm, then run the installation program again.
Insufficient disk space in /var/tmp.	/var/tmp must have at least 1 MB of available disk space.	Make at least 1 MB of disk space available on /var/tmp, then run the installation program again.
Insufficient disk space on any local volume.	The installation program requires that a local volume with sufficient disk space on which to install the product exists.	Make at least 250 MB of disk space available on a local disk volume.

Failing to Delete a Package During Uninstallation

If you try to remove NATkit 2.0 but the uninstallation program fails to delete a package, try running the uninstallation program again. There are several circumstances that can cause a package not to uninstall successfully. Usually running the uninstallation program again will remove it.

Accessing the NATkit 2.0 Server

NATkits configured by NATkit support after March 1, 2000 have the port number set to 1731. NATkits configured prior to March 1, 2000 may use port 80 or 1741. If you are installing NATkit, the default port is 80. If that port is in use, you will be prompted to use the alternative, port 1741. If you wish to use a port number besides 80 or 1741, please contact NATkit support at natkit-support@cisco.com.

If you receive an error message stating logging into port 1731, try alternate port numbers 1741 or 80:

http://server_name:1741

where server_name is the name of the machine where NATkit 2.0 was installed, and 1741 is the alternative port number you are attempting to use.

Use the following command to make sure your server is running:

ping server_name

If you get a message that the server is "alive," and get a proxy error when you try to connect to the server, make sure the proxy is set up correctly. If your server is configured to use a proxy server outside the firewall (specified in Netscape Navigator under Options > Network Preferences > Proxies), you will get proxy errors if you have incorrectly configured the proxy to ignore requests to a certain machine, set of machines, or domain.

Your proxy is set up incorrectly if you encounter any of the following errors:

You receive an error message that you are using a proxy outside the firewall.
The proxy server recognizes www-int as an internal server, so it does not proxy requests to that server.
You set up a new internal server, www-nms, but when you make a request to the proxy server, it does not recognize www-nms as an internal server and proxies the request.
The proxy server outside the firewall tries to request data from a server inside the firewall, and the request is blocked.
You get a "Connection Refused" error from the proxy server.

Stopping and Restarting the NATkit 2.0 Server

To stop and restart the NATkit 2.0 server, follow these steps:

Step 1 To stop the NATkit 2.0 server, enter the following command as root:

# /etc/init.d/dmgtd stop
# /opt/CSCONsa/bin/NSA/stop_cpost.tcl

Step 2 To restart the server, enter the following command as root:

# /etc/init.d/dmgtd start
# /opt/CSCONsa/bin/NSA/S906CPOST

Setting Up the Browser

If the NATkit 2.0 buttons do not work, you have not enabled Java and JavaScript. Enable Java and JavaScript as described in the "Installing NATkit 2.0" chapter, "Configuring Client Systems" section.

Make sure your cache is not set to zero. If you experience browser problems, increase your cache settings as explained in the "Installing NATkit 2.0" chapter, "Configuring Client Systems" section. Do not run multiple copies of Netscape Navigator on Solaris, AIX, or HP-UX.

Do not resize the browser window while the desktop or main page is still loading. This can cause a Java error.

Adding and Importing Device Information

This section describes some problems that might occur when you attempt to add or import device information.

Adding Device Information

If you added a device using Admin > Inventory > Add Devices and the Add/Import Status Summary dialog box shows that the device status has not changed from pending within 15 minutes, check the status of all processes to ensure that they are running normally, as explained in the following steps:

Step 1 To view the latest device status information, in the Add/Import Status Summary dialog box (Admin > Inventory > Import Status), click Update.

Step 2 To determine if the DIServer process is running, select Admin >
System Admin > Process Status. (The DIServer is the process responsible for validating devices and changing their status from pending.)

Even if the DIServer process has the state Running Normally, it might be in an error state. You need to stop and restart it by following these steps:

(a) To stop the DIServer process, select Admin > System Admin > Stop Process. The Stop Process dialog box appears.

(b) Click the Process radio button.

To restart the DIServer process, follow these steps:

(a) From the System Admin folder, click Start Processes. The Start Process dialog box appears.

(b) Click the Process radio button.

Step 3 Return to the Add/Import Status Summary screen by selecting Inventory > Import Status, then click Update. The device status should change to managed within a couple of minutes.

Importing Device Information

If you have difficulty importing device information, try the following solutions:

Increase the SNMP timeout setting. Refer to the online help for more information.
Verify that you have correct read community strings entered for the devices.

Checking the Syslog Configuration

If the NATkit 2.0 installation fails while attempting to install Syslog Analysis, make sure you do not have the Cisco DNS/DHCP Manager (CDDM) installed on the same machine as NATkit 2.0. CDDM, which can be downloaded from CCO, provides Syslog and TFTP daemons as part of its product. You cannot run CDDM Syslog or TFTP on the same machine as NATkit 2.0 because they are not compatible. Make sure the server on which you install NATkit 2.0 is not running CDDM Syslog or TFTP.

Installing Software Management

Note This feature is currently not available in NATkit 2.0. It will be added in a later version.

Gathering Server Information

NATkit 2.0 contains a utility that can help you troubleshoot server problems. You can obtain information about the NATkit 2.0 server in one of two ways:

Select Admin > Troubleshooting > Collect Server Info. The Collect Server Information dialog box appears. Click Display, and the server information will be collected into the /var/tmp/px_status.info file.
Enter the following command:

# /opt/CSCOpx/bin/collect.info

: where /opt is the directory where you installed NATkit 2.0.
: A px_status.info file is created in the /var/tmp directory. If the file is not created, make sure you are logged in as root and that you have set up the environmental variables as described in the "Installing NATkit 2.0" chapter, "Setting Environmental Variables" section.
: Send this file to Cisco via e-mail if directed to do so by your technical support representative.

Note You can contact NATkit support at natkit-support@cisco.com or contact your ANS engineer. If you have any problems before the start of your contract, contact your NSA or IPS contact given to you by your GSM.

Table of Contents

Troubleshooting