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This appendix provides troubleshooting information for Essentials. For details on troubleshooting CWSI Campus, refer to the Getting Started with CWSI Campus publication and the user guide for each CWSI Campus application.
This appendix contains the following sections:
Essentials provides several troubleshooting options that are accessible from the navigation tree. To access these tools, select Admin > Troubleshooting.
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 Finish.
The report is displayed, showing information about the product database, the operating system, disk utilization statistics, and so on.
Step 4 To create a new report, click Create New. The new report appears in the Reports history list.
Step 5 To delete reports, select them from the Reports history list, then click Delete.
You can check for potential failures of processes running on the back-end server using the Process Failures option.
The table provides you with only two possible states for the failure:
To view process failures, follow these steps:
Step 1 Select Admin > Troubleshooting> Process Failures.
Table A-1 defines the columns displayed in the Process Failures table.
| Column | Description |
|---|---|
Process Name | The name of the process. |
State | Process status. Failed to run or Administrator has shut down this server. |
Pid | The 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 | Tells why the process failed. "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.
You can rerun self-tests and generate a report with the results using the Self Test option. To collect self-test information, follow these steps:
Step 1 Select Admin > Troubleshooting > Self Test. The Self Test Information 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.
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.
The following files should have been installed:
The following directories should have been installed in the /opt/CSCOpx/objects directory (or the directory you specified for the installation):
Table A-2 shows error messages that might occur during installation and describes the reasons for the errors.
| Error Message | Reason for Error | User Action |
|---|---|---|
<sub-package> did not install. | The specified package did not install correctly. | Verify you have enough disk space and reinstall Essentials as explained in "Running the Essentials Installation Program" in Chapter 2. |
Error: base package: <name> did not install. Exiting. | Something prevented the base package from installing. | Contact your technical support representative. |
pkgchk <pkg_name> failed. | The HP-UX package validation tool (pkgchk) found a problem with the specified directory. | Reinstall Essentials. Contact your technical support representative if you still encounter this error. |
cd <dir_name> failed. Applications not installed. | Program could not change to the application directory. | Contact your technical support representative. |
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 HP-UX install. Exiting. | You did not log in as root. The installation is terminated. | Log in as root and specify the correct root password. |
Software distribution is incomplete | The software image (presumably on the CD) is incomplete, so the install cannot complete. | Contact your technical support representative. |
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 lest 250 MB of disk space available on a local disk volume. |
If you try to remove Essentials but the uninstall 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.
The Essentials server uses the default port 80, which is normally used by web servers. If you receive an error message stating an existing web server is already configured to run on port 80, and the alternative port 1741 is used instead, make sure you enter the correct URL for the server:
http://server_name:1741
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:
To stop and restart the Essentials server, follow these steps:
Step 1 To stop the Essentials server, enter the following command as root:
# /sbin/init.d/dmgtd stop
Step 2 To restart the server, enter the following command as root:
# /sbin/init.d/dmgtd start
If the Essentials buttons do not work, you have not enabled Java and JavaScript. Enable Java and JavaScript as described in the "Web Browsers Supported" section.
Make sure your cache is not set to zero. If you experience browser problems, increase your cache settings as explained in the "Web Browsers Supported" section. Do not run multiple copies of Netscape Navigator on HP-UX, Solaris or AIX.
Do not resize the browser window while the desktop or main page is still loading. This will cause a Java error.
This section describes some problems that might occur when you attempt to add or import 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.
To stop the DIServer process, follow these steps:
(a) Select Admin > System Admin > Stop Process. The Stop Process dialog box appears.
(b) Click the Process radio button.
(c) In the Process Name field, select DIServer, then click Finish.
To restart the DIServer process, follow these steps:
(a) Select Admin > System Admin > Start Processes. The Start Process dialog box appears.
(b) Click the Process radio button.
(c) In the Process Name field, select DIServer, then click Finish.
Step 3 Return to the Add/Import Status Summary screen by selecting Admin > Inventory > Import Status, then click Update. The device status should change to managed within a couple of minutes.
If you have difficulty importing device information, try the following solutions:
If the Essentials 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 Essentials. 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 Essentials because they are not compatible. Make sure the server on which you install Essentials is not running CDDM Syslog or TFTP.
If you install Software Management for the first time, and the /usr/tftpdir directory is a remote directory, the following message is displayed during the installation of Software Management:
WARNING: The tftp directory `/usr/tftpdir' appears to be NFS mounted. Using NFS directories often increases the software transfer time and may cause a failure during distribution of the software to the device. Contact your local technical support representative to make `/usr/tftpdir' a local directory.
If you have not removed the user bin from the /var/adm/cron/at.deny file, the following warning message appears during the installation:
ERROR: User 'bin' appears in '/var/adm/cron/at.deny'. Software Image Manager requires 'bin' to be able to run 'at'. Contact your local technical support representative to edit the file /var/adm/cron/at.deny and remove the entry for bin.
You need to remove bin from the /var/adm/cron/at.deny file.
Essentials contains a utility that can help you troubleshoot problems with the server. You can obtain information about the Essentials server in one of two ways:
# /opt/CSCOpx/bin/collect.info
Send this file to Cisco via e-mail if directed to do so by your technical support representative.
Posted: Thu Sep 30 10:06:21 PDT 1999
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