Troubleshooting

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.
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 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 re-enter 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 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/ (Essentials system files)
example/ (sample import files)
htdocs/ (web server files)
lib/
man/ (manual pages)
objects/ (Essentials 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 Essentials 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 (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)
util (utility programs and scripts)
web (web server process and utilities)

Understanding Installation Error Messages

After verifying that 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 Essentials as explained in the "Installing Essentials" chapter.

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 Solaris 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 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 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 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 Essentials as explained in the "Installing Essentials" chapter.
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 Solaris 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 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 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 least 250 MB of disk space available on a local disk volume.

Failing to Delete a Package During Uninstallation

If you try to remove Essentials 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 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, verify that you entered 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 ensure that 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, ensure that 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.

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 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 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. Ensure that 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.

You need to remove bin from the /usr/lib/cron/at.deny file.

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, 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/CSCOpx/ is the directory where you installed Essentials.
: 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 Essentials" chapter, "Setting Environmental Variables" section.

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.

Essentials Daemon Manager and CWSI Campus

CWSI Campus relies on the Essentials Daemon Manager. Therefore the Essentials Daemon Manager must be running for CWSI Campus to run. If the Essentials Daemon Manager has stalled, you must stop and restart the Essentials Daemon Manager.

To stop and restart the Essentials Daemon Manager, follow these steps:

Step 1 Log in as root.

Step 2 Open a command prompt or shell window.

Step 3 Stop the server by entering the following command at the prompt:

# /etc/init.d/dmgtd stop

Step 4 Start the server by entering the following command at the prompt:

# /etc/init.d/dmgtd start

Cannot Log In to AniServer

If you have just restarted your computer and are unable to log in to <Hostname>AniServer, the ANI server might not be ready to receive messages. Wait a few minutes, then try to log in again.

If you are still unable to log in, follow these steps:

Step 1 Open a command prompt or shell window.

Step 2 Check to see if the daemons are running using the command-line utility pdshow in /opt/CSCOpx/bin directory. (If Essentials is installed in a nondefault directory, the nondefault directory is used to replace /opt/CSCOpx/).

#pdshow RmeOrb AniServer

This will show whether OSAgent and AniServer are running, and whether AniServer is connected to the database.

Step 3 Run osfind

(a) Set the OSAGENT_PORT environment variable to 42342. This is the port used by OSAgent in Essentials.

#setenv OSAGENT_PORT 42342

(b) Run osfind.

This will verify whether AniServer has registered with the OSAgent.This tool is located in /opt/CSCOpx/lib/visigenics/bin, where /opt/CSCOpx/ is the directory in which you installed Essentials before installing CWSI Campus.

If <Hostname>AniServer is registered with the OSAgent, verify that the name of <Hostname>AniServer in the login box is the same name as the name registered with OsAgent.

If <Hostname>AniServer is registered, retry to log in to CWSI Campus.

If <Hostname>AniServer is not registered, you must stop and restart CWSI Campus.

Step 4 Enter the following command to stop the CWSI Campus processes.

# /opt/CSCOcwsi/bin/cwsi stopcwsiserver

When the prompt returns, all daemons have been stopped.

Step 5 Enter the following command to start the CWSI Campus processes.

# /opt/CSCOcwsi/bin/cwsi startcwsiserver

Wait until the prompt returns.

Step 6 Run osfind.

If <Hostname>AniServer is registered, retry to log in to CWSI Campus.

If <Hostname>AniServer is still not registered, the ANI server might not be able to initialize itself. Check the ani.log to see how far the initialization has proceeded, then contact your Cisco TAC representative for additional assistance.

Step 7 Check to see if the <Hostname>AniServer was properly registered with the daemon manager during installation using the utility pdreg.

pdreg -1 AniServer

This verifies whether AniServer is registered with Essentials Daemon Manager.

If AniServer is registered with Essentials Daemon Manager, but is not running, check the ani.log to see how far the initialization has proceeded.

If AniServer is not registered, the following error message appears:

ERROR AniServer is not a registered server name.

If AniServer is not registered with Essentials Daemon Manager, it will not be able to initialize itself. Contact your Cisco TAC representative for additional assistance.

Testing Connection to the Database

You can run a utility to determine if you can connect to the CWSI Campus database. To run the utility, follow these steps:

Step 1 Locate the testdbconn.exe utility in the <CWSIROOT>/bin directory, where <CWSIROOT> is the directory in which you installed CWSI Campus.

Step 2 Run the testdbconn utility.

If the program finishes and the prompt returns, the database connection is fine. If the program hangs, contact your Cisco TAC representative for additional assistance.

Table of Contents

Troubleshooting