Table of Contents

Essentials Troubleshooting Tools

Collecting Server Information
Viewing Process Failures
Collecting Self-Test Information

Cleaning Up a Failed or Incomplete Installation
Checking Files and Directories After Installation
Understanding Installation Error Messages
Accessing the Essentials Server
Stopping and Restarting the Essentials Server
Setting Up the Browser
Adding and Importing Device Information

Adding Device Information
Importing Device Information

Checking the Syslog Configuration
Installing Software Management
Gathering Server Information

Troubleshooting

This appendix provides troubleshooting information for Essentials and contains the following sections:

• Essentials Troubleshooting Tools

• Cleaning Up a Failed or Incomplete Installation

• Checking Files and Directories After Installation

• Understanding Installation Error Messages

• Accessing the Essentials Server

• Stopping and Restarting the Essentials Server

• Setting Up the Browser

• Adding and Importing Device Information

• Checking the Syslog Configuration

• Installing Software Management

• Gathering Server Information

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:

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.

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.

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.

Cleaning Up a Failed or Incomplete Installation

If an attempted installation fails or does not complete successfully, you must clean up your system before attempting to reinstall.

To clean up your system and prepare for reinstallation, follow these steps:

(a) Enter the following command to clean up the partially installed packages:

# installp -C
 

When the script completes, the Installation Summary table appears.

(b) If any table records has the value COMMITTED in the third column, enter the following command to clean up the installed packages:

# installp -u CW2000
 

When the script completes, the Installation Summary table appears.

Checking Files and Directories After Installation

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

• bin/

• cgi-bin/ (programs run by the web server)

• collect/

• conf/ (configuration files)

• etc/ (Essentials system files)

• example/ (sample import files)

• htdocs/ (web server files)

• lib/

• man/ (manual pages)

• objects/ (Essentials subsystems)

• selftest

• www/

In addition, the file rc.dmgtd should have been added to the /etc directory:

The Essentials installation tool installed the following directories in the /usr/CSCOpx/objects directory (or the directory you specified for the installation):

• availability (Availability)

• cmf (Common Management Framework)

• data (syslog analysis configuration files)

• db (Essentials database)

• dmgt (daemon management)

• inventory (Inventory)

• mngconnect (Management Connection)

• perl (Essentials perl interpreter and libraries)

• share (shared program files)

• swim (Software Management)

• tcltk (web administration)

• web (web server process and utilities)

Understanding Installation Error Messages

After making sure the correct files are installed, check the files /var/tmp/ciscoinstall.log and /var/adm/sw/swagent.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: Error Messages

Error Message	Reason for Error	User Action
Error: base package: <name> did not install. Exiting.	Something prevented the base package from installing.	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 AIX install. Exiting.	You did not log in as root. The installation is terminated.	Log in as root and enter the correct root password.
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: The patch bos.libpthreads 4.3.0.2 has to be installed for the product to work correctly. Install bos.libpthreads patch 4.3.0.2 and retry installation. Exiting.	The patch bos.libpthreads 4.3.0.2, which is required on AIX 4.3 systems, is not installed on the system.	Install the patch bos.libpthreads 4.3.0.2, then rerun the installation program. Refer to the "Installing Essentials" chapter, "Server System Patches" section for more information.
WARNING: The patch xlC.rte3.1.4.8 has to be installed for the product to work correctly.	The patch xlC.rte3.1.4.8 is not installed. This might cause Essentials to work incorrectly.	Complete the installation program, then install the patch xlC.rte3.1.4.8. Refer to the "Installing Essentials" chapter, "Server System Patches" section for more information.

Accessing the Essentials Server

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  
 

where server_name is the name of the machine where Essentials was installed, and 1741 is the alternative port on which Essentials is installed if port 80 was already in 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.

Stopping and Restarting the Essentials Server

If you need to stop and restart the Essentials server, follow these steps:

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

# /etc/rc.dmgtd stop
 

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

# /etc/rc.dmgtd 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 section. Do not run multiple copies of Netscape Navigator on Solaris, HP-UX, or AIX.

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:

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 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.

Installing Software Management

If you are installing Software Management for the first time, and the /tftpboot directory is a remote directory, the following message displays during installation:

WARNING: The tftp directory `/tftpboot' 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 `/tftpboot' a local directory.
 

If you have not removed the user bin from the /usr/lib/cron/at.deny file, the following warning message appears during the installation:

ERROR: User 'bin' appears in '/usr/lib/cron/at.deny'. Software Image Manager requires 'bin' to be able to run 'at'. Contact your local technical support representative to edit the file /usr/lib/cron/at.deny and remove the entry for bin.
 

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:

• Click 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.

Or

• Enter the following command:

# /usr/CSCOpx/bin/collect.info
 

where /usr/CSCOpx is the directory in which Essentials is installed.

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 the environmental variables as described in the "Installing Essentials" chapter, "Setting Environmental Variables" section.

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

Posted: Wed Nov 17 07:05:48 PST 1999
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