Troubleshooting

Essentials does not support the Internet Explorer 4.01 Desktop Update, also called Active Desktop. If you installed the Desktop Update during Internet Explorer installation, follow these steps to remove it:

Step 1 Select Start > Settings > Control Panel. The Control Panel dialog box appears.

Step 2 Double-click Add/Remove Programs. The Add/Remove Programs Properties dialog box appears.

Step 3 Select Microsoft Internet Explorer 4.0 from the list, then click Add/Remove.

The Internet Explorer Active Setup dialog box appears.

Step 4 Select the Remove Windows Desktop Update but keep the Internet Explorer Web browser radio button, then click OK.

The Desktop Update is removed from your system.

Required Windows NT 4.0 Option Pack Component Not Installed

If you did not install one of the following required components of the Windows NT 4.0 Option Pack during initial installation, you can install them later:

Internet Service Manager
Microsoft Management Console
Windows Scripting Host

To install one or more of these components after initial installation, follow these steps:

Step 1 Select Start > Programs > Windows NT 4.0 Option Pack > Windows NT 4.0 Option Pack setup. The Windows NT 4.0 Option Pack Setup dialog box appears.

Step 2 Click Next. A dialog box appears in which you can select Add/Remove or Remove All installation program options.

Step 3 Select Add/Remove. The Select Components dialog box appears.

Step 4 Select the missing required components.

For more information, refer to the "Installing Required Essentials Server Software" appendix, "Sample Procedure" section.

Step 5 Click Next. The Completing Installation dialog box appears.

Step 6 Click Finish to complete the installation.

Essentials Troubleshooting Tools

Essentials 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 5 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.
Administrator 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 5 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.

Logging In After Upgrading

After upgrading from Cisco Resource Manager 1.1 to Essentials, you might need to clear your browser cache to log in to Essentials.

If the Login Manager dialog box on the Essentials desktop does not appear correctly when you attempt to log in for the first time after upgrading, clear your browser cache as follows, then reenter the Essentials server URL in your browser.

For Microsoft Internet Explorer, follow these steps:

Step 1 Select View > Internet Options. The Internet Options dialog box appears.

Step 2 Select the General tab.

Step 3 Click Delete Files.

For Netscape Navigator, follow these steps:

Step 1 Select Edit > Preferences. The Preferences dialog box appears.

Step 2 Select Advanced > Cache.

Step 3 Click Clear Memory Cache, then click OK in the Memory Cache dialog box.

Step 4 Click Clear Disk Cache, then click OK in the Disk Cache dialog box.

Checking Files and Directories After Installation

If you encountered problems while installing Essentials, make sure the following directories are installed in the C:\Program Files\CSCOpx directory (or the directory you specified for the installation):

bin

cgi-bin (programs run by the web server)

collect

conf (configuration files)

dbupgrade

etc (Essentials system files)

example (sample import files)

files

htdocs (web server files)

lib

log (log files)
man
objects (Essentials subsystems)
proxy (temporary files)
selftest
setup (setup information)
shared (system files)
temp (temporary files)
tftpboot (files exported by tftpboot)
upgrade (MIB upgrades)
www

The Essentials installation tool installed the following directories in the C:\Program Files\CSCOpx\objects directory (or the directory you specified for the installation):

availability (Availability)

cmf (Common Management Framework)

config (Configuration Management)

data (Syslog Analysis configuration files)

db (Essentials database)

inventory (Inventory)

mngconnection (Management Connection)

perl5 (Essentials perl interpreter and libraries)

proxy (proxy server information)

share (shared program files)

swim (Software Management)

sysloga (Syslog Analysis)

web (web server process and utilities)

Understanding Installation Error Messages

After making sure the correct files are installed, check the c:\rme_in001.log file (or the log file with the highest number, for example rme_in003.log) for installation errors. You might find the following types of messages:

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

Administrator privileges are needed to install or uninstall this package. Please log in as administrator and try again.

The user is not logged on to Windows NT with administrator privileges.

Log on to Windows NT with administrator privileges and try installing again.

Decompression failed on <file>. The error was for <error code per CompressGet>

If Essentials was downloaded, a transmission error might have occurred. Otherwise, the installation media is damaged.

Retry the download. If you still encounter errors, contact your technical support representative.

General file transmission error. Please check your target location and try again. Error number: <error code>

If Essentials was downloaded, a transmission error might have occurred.

Retry the download. If you still encounter errors, contact your technical support representative.

Unable to write <infoFile> or Unable to create <infoFile>

A file write operation failed.

Run the file system checking utility, then repeat the installation.

Cannot stop service <servicename>

The Essentials installation (or reinstallation) tried to stop the service <servicename>, but the service did not stop.

Select Control Panel > Services and try to stop the service <servicename> manually, then proceed with (un)installing.

UseDLL failed for <dll>

<dll> is supposed to be available at any time for any process, but NT failed to load it.

Check permissions on Windows NT System 32. If the <dll> is secure.dll, check the product installation media for errors.

or

Reinstall Windows NT.

<function> failed: DLL function not found

<dll> is supposed to be available at any time for any process, but NT failed to load it.

Check permissions on Windows NT System 32. If the <dll> is secure.dll, check the product installation media for errors.

or

Reinstall Windows NT.

OpenFile failed: <pathname>

A file open operation failed.

Run the file system checking utility, then repeat the installation.

ProtectFile failed: <file>: error. WWW admin security may be incomplete

Setting the file permissions failed because the user might not be allowed to change them.

Log in as administrator.
Note If you are installing on a FAT file system, Essentials cannot provide file security.

Launch of isql script failed

The existing database file is broken, or the previous version of Essentials is destroyed. (This message might be issued during reinstallation.)

Contact your support representative.

Installing in root directory is not allowed. Please choose non root directory.

You attempted to install Essentials in the root directory of a drive (for example, c:\ or d:\), which is not supported.

Choose a non-root directory in which to install Essentials.

Resource Manager Essentials can be installed only on NT Workstation or NT Server. It is not supported on
PDC/BDC.

The installation program determined one of the following:

Windows NT is not installed on the system

or

The system is configured as a Primary Domain Controller (PDC) or Backup Domain Controller (BDC)

Install Essentials on a Windows NT 4.0 Workstation or Windows NT 4.0 Server system that is not configured as a PDC or BDC.

You have less than 1M free space on <drive name>. Please free up some space and try again.

There is insufficient drive space for temporary installation files.

Make more drive space available, then rerun the installation program.

This program requires to run on Window NT.

You attempted to install on a system that does not have Windows NT 4.0 installed.

Install Essentials on a Windows NT 4.0 Workstation or Windows NT 4.0 Server system that is not configured as a PDC or BDC.

Unable to determine the type of operating system. Resource Manager Essentials can be installed only on Workstation or NT Server.

The installation program could not determine which operating system is running on the system.

Install Essentials on a Windows NT 4.0 Workstation or Windows NT 4.0 Server system that is not configured as a PDC or BDC.

Physical memory is <...>M Paging File Size is: File Size is: <...>M(initial), <...>M(maximum). It is recommended that initial paging file size is bigger than physical memory and maximum paging file size is at least twice bigger than physical memory.

(Maximum paging file size might not appear.)

The paging file size is smaller than recommended.

Finish the installation, then increase the paging file size.

The Resource Manager Essentials installation found the IIS/PWS v2/v3. Internet Information Server 4.0 is required.

IIS or PWS version 2 or 3 is installed on the system, but version 4.0 is required.

Install IIS or PWS 4.0 and the other required Microsoft software, then rerun the installation program. Refer to the "Installing Essentials" chapter for more information.

The Resource Manager Essentials installation could not find Windows Scripting Host. Windows Scripting Host is required for IIS 4.0.

The Windows scripting host is not installed on the system.

Install the Windows Scripting Host (and any other required components of the Windows NT 4.0 Option Pack), then rerun the installation program.

Downgrade to FCS version is not supported. If you wish to revert to FCS, back up your data, then uninstall the current version and do a new install of this version. Exiting.

The installation program detected that some Essentials patches or upgrades are installed. In this case, you cannot downgrade to the FCS version of the product using the installation program.

To revert back to the FCS version of the product follow these steps:

Step 1 Back up your Essentials data files.

Step 2 Uninstall Essentials.

Step 3 Install the FCS version of Essentials again.

Step 4 Restore the backed up data.

There is not enough space available on the disk <drive>: This drive has <...> bytes in a cluster. Total required <...> clusters (<...> bytes), only <...> clusters (<...> bytes) available. Please free up some space or change the target location to a different disk.

(Second sentence might be as follows instead of as above: "Please free up some space and rerun installation.")

There is insufficient disk space available on drive <drive> to install the product.

Create additional free space on the drive or install the product on a different drive.

INFO: You must now install Campus CWSI 2.2 to continue using CWSI

No error indicated; information only. Appears only if a previous version of CWSI is installed.

If you want to use CWSI Campus, you must install it after installing Essentials.

You must now install CWSI 2.2 if you want to use the Campus product. CWSI 2.1 will not work correctly with Essentials 2.0

No error indicated; information only. Appears only if a previous version of CWSI is installed.

If you want to use CWSI Campus, you must install it after installing Essentials.

You have CWSI 2.1 installed and will need to upgrade to CWSI 2.2 when Resource Manager Essentials install completes to continue to use CWSI.

No error indicated; information only. Appears only if a previous version of CWSI is installed.

If you have CWSI 2.1 installed, you need to upgrade to CWSI Campus 2.2 after installing Essentials to continue to use the CWSI/Campus product.

Cannot determine the local Administrators group

The installation program cannot find one of the built-in Windows NT user groups. This prohibits the setup of Essentials security.

Check the Windows NT operating system. Reinstall Windows NT if necessary, then rerun the Essentials installation program.

Cannot determine the local Everyone group

The installation program cannot find one of the built-in Windows NT user groups. This prohibits the setup of Essentials security.

Check the Windows NT operating system. Reinstall Windows NT if necessary, then rerun the Essentials installation program.

Failed to set file permissions.

The installation program is unable to set file permissions. These are the most likely causes of this problem:

The account you used to log in to the system has insufficient permissions.

The drive on which you are installing the product has a FAT file system.

Fix the cause of the permission-setting problem, then rerun the installation program.

Unable to uninstall Resource Manager Essentials because the following components are shared: CWSI 2.x. You need to uninstall these dependent applications then run the Resource Manager Essentials uninstallation again.

You cannot uninstall Essentials while CWSI or CWSI Campus is installed.

Uninstall CWSI or CWSI Campus from the system, then you can uninstall Essentials.

FSSupportsACLs failed: <OS error message>

You attempted to install on a non-NTFS file system. This prohibits Essentials from using file-level security.

Install Essentials on an NTFS file system if you want the file-level security enabled.

<...> is already running! Wait for it to finish and press the OK button below

One of the installation subtasks is still running.

Wait for the installation subtask to finish running, then click the OK button to proceed.

Unable to create/open log file.

The installation program was unable to create or open the installation log file (located in the root directory of the drive on which you are installing, named rme_inxxx.log, where xxx is a sequential number starting from 001).

Determine why the file could not be created or opened, fix the problem, then rerun the installation program. Common causes of this problem include lack of disk space or write protection on the file.

Web Server Configuration Failed, see installation log.

The configuration of the Web server failed.

Check the installation log file (rme_inxxx.log, where xxx is a sequential number starting from 001, located in the root directory of the drive on which you are installing) for more information.

Try uninstalling the Windows NT 4.0 Option Pack, then reinstall it and rerun the Essentials installation program.

If the error persists, contact your technical support representative.

Error creating user bin <... more info here> See the troubleshooting section in user manual

The installation program could not create the user account bin.

Fix the problem that caused the failure to create the user account bin, then rerun the installation program.

Can not find script to upgrade database

There was a problem with the database upgrade.

Contact your technical support representative.

Database upgrade failed

There was a problem with the database upgrade.

Contact your technical support representative.

Database upgrade result unknown

There was a problem with the database upgrade.

Contact your technical support representative.

Error Message	Reason for Error	User Action
Administrator privileges are needed to install or uninstall this package. Please log in as administrator and try again.	The user is not logged on to Windows NT with administrator privileges.	Log on to Windows NT with administrator privileges and try installing again.
Decompression failed on <file>. The error was for <error code per CompressGet>	If Essentials was downloaded, a transmission error might have occurred. Otherwise, the installation media is damaged.	Retry the download. If you still encounter errors, contact your technical support representative.
General file transmission error. Please check your target location and try again. Error number: <error code>	If Essentials was downloaded, a transmission error might have occurred.	Retry the download. If you still encounter errors, contact your technical support representative.
Unable to write <infoFile> or Unable to create <infoFile>	A file write operation failed.	Run the file system checking utility, then repeat the installation.
Cannot stop service <servicename>	The Essentials installation (or reinstallation) tried to stop the service <servicename>, but the service did not stop.	Select Control Panel > Services and try to stop the service <servicename> manually, then proceed with (un)installing.
UseDLL failed for <dll>	<dll> is supposed to be available at any time for any process, but NT failed to load it.	Check permissions on Windows NT System 32. If the <dll> is secure.dll, check the product installation media for errors. or Reinstall Windows NT.
<function> failed: DLL function not found	<dll> is supposed to be available at any time for any process, but NT failed to load it.	Check permissions on Windows NT System 32. If the <dll> is secure.dll, check the product installation media for errors. or Reinstall Windows NT.
OpenFile failed: <pathname>	A file open operation failed.	Run the file system checking utility, then repeat the installation.
ProtectFile failed: <file>: error. WWW admin security may be incomplete	Setting the file permissions failed because the user might not be allowed to change them.	Log in as administrator. Note If you are installing on a FAT file system, Essentials cannot provide file security.
Launch of isql script failed	The existing database file is broken, or the previous version of Essentials is destroyed. (This message might be issued during reinstallation.)	Contact your support representative.
Installing in root directory is not allowed. Please choose non root directory.	You attempted to install Essentials in the root directory of a drive (for example, c:\ or d:\), which is not supported.	Choose a non-root directory in which to install Essentials.
Resource Manager Essentials can be installed only on NT Workstation or NT Server. It is not supported on PDC/BDC.	The installation program determined one of the following: Windows NT is not installed on the system or The system is configured as a Primary Domain Controller (PDC) or Backup Domain Controller (BDC)	Install Essentials on a Windows NT 4.0 Workstation or Windows NT 4.0 Server system that is not configured as a PDC or BDC.
You have less than 1M free space on <drive name>. Please free up some space and try again.	There is insufficient drive space for temporary installation files.	Make more drive space available, then rerun the installation program.
This program requires to run on Window NT.	You attempted to install on a system that does not have Windows NT 4.0 installed.	Install Essentials on a Windows NT 4.0 Workstation or Windows NT 4.0 Server system that is not configured as a PDC or BDC.
Unable to determine the type of operating system. Resource Manager Essentials can be installed only on Workstation or NT Server.	The installation program could not determine which operating system is running on the system.	Install Essentials on a Windows NT 4.0 Workstation or Windows NT 4.0 Server system that is not configured as a PDC or BDC.
Physical memory is <...>M Paging File Size is: File Size is: <...>M(initial), <...>M(maximum). It is recommended that initial paging file size is bigger than physical memory and maximum paging file size is at least twice bigger than physical memory. (Maximum paging file size might not appear.)	The paging file size is smaller than recommended.	Finish the installation, then increase the paging file size.
The Resource Manager Essentials installation found the IIS/PWS v2/v3. Internet Information Server 4.0 is required.	IIS or PWS version 2 or 3 is installed on the system, but version 4.0 is required.	Install IIS or PWS 4.0 and the other required Microsoft software, then rerun the installation program. Refer to the "Installing Essentials" chapter for more information.
The Resource Manager Essentials installation could not find Windows Scripting Host. Windows Scripting Host is required for IIS 4.0.	The Windows scripting host is not installed on the system.	Install the Windows Scripting Host (and any other required components of the Windows NT 4.0 Option Pack), then rerun the installation program.
Downgrade to FCS version is not supported. If you wish to revert to FCS, back up your data, then uninstall the current version and do a new install of this version. Exiting.	The installation program detected that some Essentials patches or upgrades are installed. In this case, you cannot downgrade to the FCS version of the product using the installation program.	To revert back to the FCS version of the product follow these steps: Step 1 Back up your Essentials data files. Step 2 Uninstall Essentials. Step 3 Install the FCS version of Essentials again. Step 4 Restore the backed up data.
There is not enough space available on the disk <drive>: This drive has <...> bytes in a cluster. Total required <...> clusters (<...> bytes), only <...> clusters (<...> bytes) available. Please free up some space or change the target location to a different disk. (Second sentence might be as follows instead of as above: "Please free up some space and rerun installation.")	There is insufficient disk space available on drive <drive> to install the product.	Create additional free space on the drive or install the product on a different drive.
INFO: You must now install Campus CWSI 2.2 to continue using CWSI	No error indicated; information only. Appears only if a previous version of CWSI is installed.	If you want to use CWSI Campus, you must install it after installing Essentials.
You must now install CWSI 2.2 if you want to use the Campus product. CWSI 2.1 will not work correctly with Essentials 2.0	No error indicated; information only. Appears only if a previous version of CWSI is installed.	If you want to use CWSI Campus, you must install it after installing Essentials.
You have CWSI 2.1 installed and will need to upgrade to CWSI 2.2 when Resource Manager Essentials install completes to continue to use CWSI.	No error indicated; information only. Appears only if a previous version of CWSI is installed.	If you have CWSI 2.1 installed, you need to upgrade to CWSI Campus 2.2 after installing Essentials to continue to use the CWSI/Campus product.
Cannot determine the local Administrators group	The installation program cannot find one of the built-in Windows NT user groups. This prohibits the setup of Essentials security.	Check the Windows NT operating system. Reinstall Windows NT if necessary, then rerun the Essentials installation program.
Cannot determine the local Everyone group	The installation program cannot find one of the built-in Windows NT user groups. This prohibits the setup of Essentials security.	Check the Windows NT operating system. Reinstall Windows NT if necessary, then rerun the Essentials installation program.
Failed to set file permissions.	The installation program is unable to set file permissions. These are the most likely causes of this problem: The account you used to log in to the system has insufficient permissions. The drive on which you are installing the product has a FAT file system.	Fix the cause of the permission-setting problem, then rerun the installation program.
Unable to uninstall Resource Manager Essentials because the following components are shared: CWSI 2.x. You need to uninstall these dependent applications then run the Resource Manager Essentials uninstallation again.	You cannot uninstall Essentials while CWSI or CWSI Campus is installed.	Uninstall CWSI or CWSI Campus from the system, then you can uninstall Essentials.
FSSupportsACLs failed: <OS error message>	You attempted to install on a non-NTFS file system. This prohibits Essentials from using file-level security.	Install Essentials on an NTFS file system if you want the file-level security enabled.
<...> is already running! Wait for it to finish and press the OK button below	One of the installation subtasks is still running.	Wait for the installation subtask to finish running, then click the OK button to proceed.
Unable to create/open log file.	The installation program was unable to create or open the installation log file (located in the root directory of the drive on which you are installing, named rme_inxxx.log, where xxx is a sequential number starting from 001).	Determine why the file could not be created or opened, fix the problem, then rerun the installation program. Common causes of this problem include lack of disk space or write protection on the file.
Web Server Configuration Failed, see installation log.	The configuration of the Web server failed.	Check the installation log file (rme_inxxx.log, where xxx is a sequential number starting from 001, located in the root directory of the drive on which you are installing) for more information. Try uninstalling the Windows NT 4.0 Option Pack, then reinstall it and rerun the Essentials installation program. If the error persists, contact your technical support representative.
Error creating user bin <... more info here> See the troubleshooting section in user manual	The installation program could not create the user account bin.	Fix the problem that caused the failure to create the user account bin, then rerun the installation program.
Can not find script to upgrade database	There was a problem with the database upgrade.	Contact your technical support representative.
Database upgrade failed	There was a problem with the database upgrade.	Contact your technical support representative.
Database upgrade result unknown	There was a problem with the database upgrade.	Contact your technical support representative.

Accessing the Essentials Server

The Essentials server uses the port 1741. Make sure you enter the correct URL when accessing the server:

http://server_name:1741

where server_name is the name of the Essentials server.

If you still cannot access the server, enter the following command at a DOS prompt 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:

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 Essentials Server

To stop the Essentials server, follow these steps:

Step 1 From the Windows NT menu, select Start > Settings > Control Panels.

Step 2 Double-click Services.

Step 3 In the dialog box, select Essentials Daemon Manager.

Step 4 Click Stop.

To restart the Essentials server, follow these steps:

Step 1 From the Windows NT menu, select Start > Settings > Control Panels.

Step 2 Double-click Services.

Step 3 In the dialog box, select Essentials Daemon Manager.

Step 4 Click Start.

Setting Up the Browser

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

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.

Gathering Server Information

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

Select Admin >Troubleshooting > Collect Server Info. The Collect Server Information dialog box appears. Click Display to collect information about the server. After the information has been collected, the dialog box tells you how to view the server information in your web browser.
From the server, enter the following command from the command window:

collect.info > filename.html

: Where filename is a file name of your choice.
: If collect.info is not recognized as a command, add the following path name to your PATH system variable:

C:\Program Files\CSCOpx\cgi-bin\admin\perl

: If you did not use the default directory to install Essentials, replace C:\Program Files\CSCOpx\ with the directory you specified for the installation.

Send this file to Cisco via e-mail if directed to do so by your technical support representative.

Note The Technical Assistance Center (TAC) supports Cisco-provided code only. If you add cgi-bin programs or HTML files, or if you otherwise alter the Essentials server, the TAC cannot help you.

Table of Contents

Troubleshooting