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This appendix provides troubleshooting information for Essentials and CWSI Campus, and contains the following sections:
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.
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 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 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.
Step 5 To delete reports, select them from the Reports history list, then click Delete.
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:
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.
| 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.
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 Click Run Tests to rerun self-tests and generate a report. 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.
You can delete reports by selecting them from the Reports history list, then clicking Delete.
After upgrading from Cisco Resource Manager 1.1 to Essentials 2.1 or from Essentials 2.0 to Essentials 2.1, 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.
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 |
|---|---|---|
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. |
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. |
The installation program determined one of the following:
or
| 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. |
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. | |
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. | |
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(Maximum paging file size might not appear.) | The paging file size is smaller than recommended. | Finish the installation, then increase the paging file size. |
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 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. | |
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. | |
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(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 2.3 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 2.3 if you want to use the Campus product. CWSI 2.1 will not work correctly with Essentials 2.1 | 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 2.3 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 2.3 after installing Essentials to continue to use the CWSI/Campus product. |
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. | |
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:
| Fix the cause of the permission-setting problem, then rerun the installation program. |
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. |
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. | |
Setup detected a previously installed version of CiscoWorks... Please uninstall the previous version and restart Setup. | The TrafficDirector application was installed after a CWSI/CWSI Campus installation. | Install the TrafficDirector application as part of the CWSI Campus installation. |
INFO: ComponentError returned the following data transfer error... Setup will now abort. Media Name:... Component:... File Group:... File:... Error Number... | Some TrafficDirector applications are still running. Unable to install/upgrade the files that are still in use. | Ensure that all of the TrafficDirector application windows and applications are closed; and ensure that all executables---including database processes---are stopped. |
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
Your proxy is set up incorrectly if you encounter any of the following:
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.
Ensure that 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.
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.
(a) To stop the DIServer process, 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) From the System Admin folder, click 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 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:
Essentials contains a utility that can help you troubleshoot server problems. You can obtain information about the Essentials server in one of two ways:
collect.info > filename.html
C:\Program Files\CSCOpx\cgi-bin\admin\perl
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 the Essentials Daemon Manager from the GUI, 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 Daemon Manager from the GUI, 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.
To stop and start the Essentials Daemon Manager from the command-line interface, follow these steps:
Step 1 Log in as administrator.
Step 2 Open a command prompt or shell window.
Step 3 Stop the server by entering the following command at the prompt:
net stop crmdmgtd
Step 4 Start the server by entering the following command at the prompt:
net start crmdmgtd
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 C:\Program Files\CSCOpx\bin.
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.
set OSAGENT_PORT=42342
(b) Run osfind
This verifies whether AniServer has registered with the OSAgent.This tool is located in C:\Program Files\CSCOpx\lib\visigenics\bin. (If Essentials is installed in a nondefault directory, then the nondefault directory is used to replace C:\Program Files\CSCOpx.)
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.
stopcwsiserver
When the prompt returns, all daemons have been stopped.
Step 5 Enter the following command to start the CWSI Campus processes.
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 not registered, continue to Step 7.
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.
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.
Posted: Wed Dec 22 13:05:39 PST 1999
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