Troubleshooting

Installation

Reporting

Administration

CiscoWorks2000 Server not Responding

SLM Server not Responding

Data Collection

Understanding Error Messages

Troubleshooting

This appendix describes SLM troubleshooting information and contains frequently asked questions and answers regarding:

Installation

Question I just added another ME 1100 Series to my network, and I want to reassign my source router to the new device. Will I lose data in the process?

Answer Yes, but only for the time needed to reconfigure the data collection process. When source devices are reassigned to another ME 1100 Series, SLM must delete the collection request from the old ME 1100 Series, then set up a new collection request on the new ME 1100 Series. This results in SA Agent changes to the source device. The setup and tear-down changes impact the ability to maintain data collection for that time.

You will not lose any data in the SLM database, but a gap will appear in the report.

Question After installing SLM, a message is displayed noting the message "dmgtd port is used." What should I do?

Answer Wait 10 minutes, then restart the SLM server. See the section "CiscoWorks2000 Server not Responding".

Reporting

Question I tried running reports for two different SLAs within one SLC. Why am I only getting data for one or none at all?

Answer There are a number of reasons why you might not be receiving report information.

If the SLAs are monitoring different metric types, and different sampling intervals are set for each (for example, ping versus jitter), it could take more time to collect and aggregate certain data for report viewing.

: Wait 1 hour and check reports again. From the CiscoWorks2000 Server desktop, select Service Level Management>Administration>
Service Level Manager>View Collection Status. The Service Level Manager SLC Status window opens. If the time given for last data collection in the Last Updated column was greater than one hour, connectivity may be lost. Check to see that you have connectivity.

If the time is not set correctly in SLM on your ME 1100, reporting information will be skewed and data may not show up as you expect. Verify that the time is set correctly by selecting Service Level Management > Administration>Management Engine> Management Engine Status.
If you are monitoring jitter, both the source device and target device must be a Cisco device supporting Cisco IOS versions with SA Agent version 2.1.0 or later. Telnet to the router, then enter the command show rtr application at the prompt to view the SA Agent version on the router. You must also enable the SA Agent on the target device. Telnet to the router and enter the command show rtr responder at the prompt to verify that the SA Agent is enabled on the target device. To enable rtr on the target device, while in global configuration mode, enter the command rtr responder at the prompt.
If you are monitoring UDP echo and the target device is running Cisco IOS software, you must enable UDP echo on the target device. Telnet to the router, enter global configuration mode, then enter the command service udp-small-servers at the prompt.

In addition, verify:

Network read-write community strings are correctly entered.
All devices using hostnames are DNS-resolvable.
Source and target devices are not located behind a device running Network Access Translation (NAT).

Question Why have I stopped getting data?

Answer There are many reasons why data collection has stopped. From the CiscoWorks2000 Server desktop, select Service Level Management>
Administration>Service Level Manager>View Collection Status. Click the link under the appropriate Collection column. Filtered output log entries are displayed for that ME 1100 Series. View Collection Status enables you to do the following:

Verify the SLC is enabled.
View ME 1100 Series collection status and verify status is displayed as running.
Verify the SLM server is able to reach the ME 1100 Series.

Question I am unable to create or edit my SLCs. Is there a log file available for viewing?

Answer To locate log files:

Procedure

On Windows NT:

Step 1 Open the logfile in a new window. Logfile is in $(NMSROOT)\log\SlmServer.log.

Step 2 Repeat the add or modify task and observe the messages that appear in the log window. This is frequently easier than searching the entire logfile.

Procedure

On Solaris:

Step 1 Open the logfile in a new window, which is located at /var/adm/log/CSCOpx/daemons.log.

Step 2 Repeat the administrative task and observe the messages that appear in the log window. This is easier than viewing the entire logfile.

Note The ME 1100 also has several logs available for viewing. Telnet to the ME 1100 and enter show ? to see the log choices available.

Question I cannot access a specified URL in a browser. What should I do?

Answer You might need to specify a proxy server for external URLs. Specifying a name server in the SLC definition overrides router default settings for the SA Agent operation.

Administration

Question What do I do when the SLM application doesn't respond?

Answer Perform the following:

Procedure

On Windows NT:

Step 1 Log in as administrator.

Step 2 Open a DOS command prompt.

Step 3 Stop the JRunProxyServer by entering pdterm JRunProxyServer
(case sensitive).

Step 4 Start the JRunProxyServer by entering pdexec JRunProxyServer
(case sensitive).

Step 5 Wait a few minutes for the processes to start.

On Solaris:

Step 1 Telnet to the machine.

Step 2 Become root.

Step 3 Stop the JRunProxyServer by entering /opt/CSCOpx/bin/pdterm JRunProxyServer (case sensitive).

Step 4 Start the JRunProxyServer by entering /opt/CSCOpx/bin/pdexec JRunProxyServer (case sensitive).

Step 5 Wait a few minutes for the processes to start.

Question How do I determining which ports to use?

Answer For CiscoWorks2000 Server, the port number is either 80 or 1741. For Netscape users, please always use port number 1741 as part of the URL.

CiscoWorks2000 Server not Responding

Question What do I do when the CiscoWorks2000 Server won't respond?

Answer Stopping and restarting the CiscoWorks2000 daemon manager might resolve this problem. Perform the following:

Procedure

On Windows NT:

Step 1 Log in as administrator.

Step 2 Stop the daemon manager by selecting Start>Control Panel>Services, or enter net stop crmdmgtd at the command prompt.

Step 3 Restart the daemon manager by selecting Start>Control Panel>Services, or enter net start crmdmgtd at the command prompt.

Step 4 Check the log file for error messages.

On Solaris:

Step 1 Telnet to the machine.

Step 2 Become root.

Step 3 Stop the daemon manager by entering /etc/init.d/dmgtd stop.

Step 4 Stop any remaining processes by entering ps -ef | grep CSCO and stop the listed processes manually using the kill command.

Step 5 Restart the daemon manager by entering /etc/init.d/dmgtd start.

Step 6 Check the log file for error messages.

SLM Server not Responding

Question What do I do when the SLM server won't respond?

Answer Perform the following:

Procedure

On Windows NT:

Step 1 Log in as administrator.

Step 2 Open a DOS command prompt.

Step 3 Stop the SLM server by entering pdterm SLMServer (case sensitive).

Step 4 Start the SLM server by reentering pdterm SLMServer (case sensitive).

Step 5 Wait about 5 minutes for the processes to start.

On Solaris:

Step 1 Telnet to the machine.

Step 2 Become root.

Step 3 Stop the SLM server by entering /opt/CSCOpx/bin/pdterm SLMServer
(case sensitive).

Step 4 Start the SLM server by entering /opt/CSCOpx/bin/pdexec SLMServer
(case sensitive).

Step 5 Wait about 5 minutes for the processes to start.

Data Collection

Question How do I configure my ME 1100 Series?

Answer There are several steps when configuring your ME 1100 Series. Some steps are performed during initial setup of the ME 1100 Series, which are described in the Installing and Configuring the Management Engine 1100 Series; other steps are performed using the SLM administrative GUI screens, which are described in the chapter "Setting Up the Management Engine 1100 Series". You can refer to the quick reference table in the chapter "Setting Up the Management Engine 1100 Series"for complete step-by-step instructions.

Question How do I update my data collection software?

Answer Updating your ME 1100 Series software is a simple process that is defined in the chapter "Setting Up the Management Engine 1100 Series". Refer to the section "Updating Software on the ME 1100 Series".

Question Does my ME 1100 Series have to have a DNS entry?

Answer Yes, in fact, all hardware should be registered with DNS if hostnames are used. This includes the SLM server, the ME 1100 Series, all source devices, and all target devices. You can specify hostname/address to resolve IP addresses. The default is the IP address of the SLM server. Verify lookup by entering nslookup <test_addr> <dns_server> using a DOS prompt.

Question Does username slmuser require a specific privilege level when configured on the ME 1100 Series?

Answer Username slmuser does not require a specific privilege level; however, it is recommended that you set the privilege level to 15. To modify the slmuser privilege level, Telnet to the ME 1100 Series and enter show config at the prompt to view the current privilege level. Add the slmuser account to the ME1100 Series configuration by entering # username slmuser password <password> privilege 15

Question How do I find log information for a given collection?

Answer From the CiscoWorks2000 Server desktop, select
Service Level Management>Administration>Service Level Manager>
View Collection Status. Click the link under the appropriate Collection column. Filtered output log entries are displayed for that ME 1100 Series.

Question How do I know if my SLA is running correctly?

Answer The View Collection Status window displays Running under Status (third pane from the left). When you select Running, there is a non-zero entry in the ME 1100 Series Collection Index.

Question What do I do when the database won't respond or I receive a message that it is not available?

Answer Restart the CiscoWorks2000 Server. Refer to the section "CiscoWorks2000 Server not Responding".

Question Why am I getting a "Page Not Displayed" error when I try to connect with the SLM server?

Answer You are most likely entering an incomplete URL. Verify the URL includes the port number. If the URL is complete, verify that all necessary processes are running.

Procedure

On Windows NT:

Step 1 Log in as administrator.

Step 2 Open a DOS command prompt.

Step 3 Start the SLM server by entering /opt/CSCOpx/bin/pdshow (case sensitive).

Step 4 Verify the following processes are running in the order listed:

WebServer
JRunProxyServer
SlmDBEngine
SLMServer

Step 5 If any of the first 3 are not running, stop all processes that follow by entering pdterm <Process Number> at the prompt. For example, if WebServer is not running, you must stop JRunProxyServer, SlmDBEngine, and SLMServer. If JRunProxyServer is not running, you must stop SlmDBEngine and SLMServer before restarting.

Step 6 Restart all processes following the sequence outlined above by entering pdexec ProcessNumber.

Step 7 Wait 5 minutes for the processes to start.

On Solaris:

Step 1 Telnet to the machine.

Step 2 Become root.

Step 3 Start the SLM server by entering /opt/CSCOpx/bin/pdshow (case sensitive).

Step 4 Verify that the following processes are running in the following order:

WebServer
JRunProxyServer
SlmDBEngine
SLMServer

Step 5 If any of the first 3 are not running, stop all processes that follow by entering pdterm <Process Number>. For example, if WebServer is not running, you must terminate JRunProxyServer, SlmDBEngine, and SLMServer. If JRunProxyServer is not running, you must terminate SlmDBEngine and SLMServer before restarting.

Step 6 Restart all processes following the sequence outlined above by entering pdexec <Process Number>.

Step 7 Wait 5 minutes for the processes to start.

Question Why doesn't my device pair appear as Running in the View Collection Status window?

Answer If you recently defined the SLA, there might not have been sufficient time for information to be gathered. Wait 1 hour and refresh the window. If there is still no data and both the source and target devices show as running, they may not have connectivity between them. Log into the router to see if there are any problems with their connection to one another. If there is nothing detectable in the router, contact TAC.

Understanding Error Messages

The following table contains a list of common error messages, their probable cause, and a possible solution. The first table refers to messages you may run across in the normal administrative use of SLM and the second table includes error messages derived while aggregating reporting information.

Table A-1: Administrative Error Messages

Symptom Probable Cause Possible Solution

Hostname <hostname> was not found.

The hostname entered in the hostname field was not found.

Check your entry, make any corrections, then resubmit your request.

Source and target devices are identical.

You have selected the same device as both the source and target device.

You must select two different devices when selecting device pairs. See the chapter "Setting Up Service Level Contracts and Service Level Agreements".

Failed to establish connection with server.

The SLM server is not responding.

See the section "SLM Server not Responding".

Please go to the Management Engine tree menu to add an ME 1100 Series before creating a new SLC.

Before you can set up an SLC, you must first configure at least one ME 1100 Series.

See the chapter "Setting Up the Management Engine 1100 Series".

SLC must contain at least one SLA.

An SLC must have at least one SLA defined, or it will not be retained in the database.

You must define an SLA type. See the chapter "Setting Up Service Level Contracts and Service Level Agreements".

There is no such folder.

You have requested a folder that does not exist.

Check your entry, make any corrections, then resubmit your request.

Comments field must contain fewer than 256 characters.

Your comment string exceeds acceptable parameters.

Please limit your comments to a maximum of 256 characters.

Invalid SLA name.

You have inserted an illegal character, such as "%," "/," "<," ">," or the name you have typed is too long.

Check for special characters and retype the name.

There is no device pair for this SLA.

You must define at least one source device and one target device for your SLA.

See the chapter "Setting Up Service Level Contracts and Service Level Agreements".

Invalid folder name.

You have inserted an illegal character, such as "%," "/," "<," ">," or the name you have typed is too long.

Check for special characters and retype the name.

Invalid SLC name.

You have inserted an illegal character, such as "%," "/," "<," ">," or the name you have typed is too long.

Check for special characters and retype the name.

Duplicate folder name.

Each folder must have a unique name.

Rename your folder, then resubmit your request.

Duplicate SLC name.

Each SLC must have a unique name.

Rename your SLC, then resubmit your request.

Duplicate SLA name.

Each SLA must have a unique name.

Rename your SLA, then resubmit your request.

Invalid port number.

You have entered a port number that exceeds acceptable value parameters.

Check your port number, make any corrections, then resubmit your request.

Invalid URL path.

You have entered a URL that does not exist.

Check your URL, make any corrections, then resubmit your request.

Invalid apply time.

The apply time range you entered is invalid, (for example, 14:00 to 12:00). The `from' time must be earlier than the `to' time.

Verify that the `from' and `to' times follow the correct sequence.

The type of service field is invalid.

You have entered a TOS value that exceeds acceptable parameters.

TOS values are 0-63. Check your TOS value, then resubmit your request.

Invalid data in numeric field.

You have entered a non-number into the text field.

Check your text field, make any corrections, then resubmit the data.

SLC/SLA name cannot exceed 40 characters.

Your SLC/SLA string exceeds acceptable parameters.

Please limit your comments to a maximum of 40 characters.

Folder name cannot exceed 20 characters.

Your Folder string exceeds acceptable parameters.

Please limit your comments to a maximum of 20 characters.

Servlet authentication error.

Your session was disconnected or you did not log in properly.

Close the browser window, restart the CiscoWorks2000 Server, and restart SLM.

Servlet does not respond to request.

There is a network communication error between the client and the browser, for example, the network is down.

Check the network connection.

Error accessing database.

The connection between server and client is weak.

Shut down CiscoWorks2000 Server immediately to avoid data loss, and restart CiscoWorks2000 and SLM. If this does not solve the problem, phone the TAC.

Error parsing XML document.

Client is having trouble communicating with server. This results from an interruption between any 2 links.

Shut down CiscoWorks2000 Server. Restart CiscoWorks2000 and SLM. If this does not solve the problem, phone the TAC.

Error performing admin request.

Client is having trouble communicating with server. This results from an interruption between any 2 links.

Shut down CiscoWorks2000 Server. Restart CiscoWorks2000 and SLM. If this does not solve the problem, phone the TAC.

Unknown or undefined error.

Client is having trouble communicating with server. This results from an interruption between any 2 links.

Shut down CiscoWorks2000 Server. Restart CiscoWorks2000 and SLM. If this does not solve the problem, phone the TAC.

Error executing ANI request.

Communication breakdown between ANI Server and client.

Shut down CiscoWorks2000 Server and restart.

Symptom	Probable Cause	Possible Solution
Hostname <hostname> was not found.	The hostname entered in the hostname field was not found.	Check your entry, make any corrections, then resubmit your request.
Source and target devices are identical.	You have selected the same device as both the source and target device.	You must select two different devices when selecting device pairs. See the chapter "Setting Up Service Level Contracts and Service Level Agreements".
Failed to establish connection with server.	The SLM server is not responding.	See the section "SLM Server not Responding".
Please go to the Management Engine tree menu to add an ME 1100 Series before creating a new SLC.	Before you can set up an SLC, you must first configure at least one ME 1100 Series.	See the chapter "Setting Up the Management Engine 1100 Series".
SLC must contain at least one SLA.	An SLC must have at least one SLA defined, or it will not be retained in the database.	You must define an SLA type. See the chapter "Setting Up Service Level Contracts and Service Level Agreements".
There is no such folder.	You have requested a folder that does not exist.	Check your entry, make any corrections, then resubmit your request.
Comments field must contain fewer than 256 characters.	Your comment string exceeds acceptable parameters.	Please limit your comments to a maximum of 256 characters.
Invalid SLA name.	You have inserted an illegal character, such as "%," "/," "<," ">," or the name you have typed is too long.	Check for special characters and retype the name.
There is no device pair for this SLA.	You must define at least one source device and one target device for your SLA.	See the chapter "Setting Up Service Level Contracts and Service Level Agreements".
Invalid folder name.	You have inserted an illegal character, such as "%," "/," "<," ">," or the name you have typed is too long.	Check for special characters and retype the name.
Invalid SLC name.	You have inserted an illegal character, such as "%," "/," "<," ">," or the name you have typed is too long.	Check for special characters and retype the name.
Duplicate folder name.	Each folder must have a unique name.	Rename your folder, then resubmit your request.
Duplicate SLC name.	Each SLC must have a unique name.	Rename your SLC, then resubmit your request.
Duplicate SLA name.	Each SLA must have a unique name.	Rename your SLA, then resubmit your request.
Invalid port number.	You have entered a port number that exceeds acceptable value parameters.	Check your port number, make any corrections, then resubmit your request.
Invalid URL path.	You have entered a URL that does not exist.	Check your URL, make any corrections, then resubmit your request.
Invalid apply time.	The apply time range you entered is invalid, (for example, 14:00 to 12:00). The `from' time must be earlier than the `to' time.	Verify that the `from' and `to' times follow the correct sequence.
The type of service field is invalid.	You have entered a TOS value that exceeds acceptable parameters.	TOS values are 0-63. Check your TOS value, then resubmit your request.
Invalid data in numeric field.	You have entered a non-number into the text field.	Check your text field, make any corrections, then resubmit the data.
SLC/SLA name cannot exceed 40 characters.	Your SLC/SLA string exceeds acceptable parameters.	Please limit your comments to a maximum of 40 characters.
Folder name cannot exceed 20 characters.	Your Folder string exceeds acceptable parameters.	Please limit your comments to a maximum of 20 characters.
Servlet authentication error.	Your session was disconnected or you did not log in properly.	Close the browser window, restart the CiscoWorks2000 Server, and restart SLM.
Servlet does not respond to request.	There is a network communication error between the client and the browser, for example, the network is down.	Check the network connection.
Error accessing database.	The connection between server and client is weak.	Shut down CiscoWorks2000 Server immediately to avoid data loss, and restart CiscoWorks2000 and SLM. If this does not solve the problem, phone the TAC.
Error parsing XML document.	Client is having trouble communicating with server. This results from an interruption between any 2 links.	Shut down CiscoWorks2000 Server. Restart CiscoWorks2000 and SLM. If this does not solve the problem, phone the TAC.
Error performing admin request.	Client is having trouble communicating with server. This results from an interruption between any 2 links.	Shut down CiscoWorks2000 Server. Restart CiscoWorks2000 and SLM. If this does not solve the problem, phone the TAC.
Unknown or undefined error.	Client is having trouble communicating with server. This results from an interruption between any 2 links.	Shut down CiscoWorks2000 Server. Restart CiscoWorks2000 and SLM. If this does not solve the problem, phone the TAC.
Error executing ANI request.	Communication breakdown between ANI Server and client.	Shut down CiscoWorks2000 Server and restart.

Symptom	Probable Cause	Possible Solution
Not enough data to display chart.	You have requested a report for an SLC or SLA that has not been enabled within the minimum time requirement to generate the data.	Modify your request to reflect a different report format, or request the report at a later date. See the chapter "Generating Reports".
Cannot connect to SLM database.	The connection between server and client is weak.	Shut down CiscoWorks2000 Server immediately to avoid data loss, and restart CiscoWorks2000 and SLM. If this does not solve the problem, contact the TAC.
Invalid report time.	The report time range you entered is invalid, for example, 10:00 to 8:00. The `from' time must be earlier than the `to' time.	Verify that the `from' and `to' times follow the correct sequence.
No device information available.	You have not imported the devices to CiscoWorks2000, or there is a communication error between browser and server such that you cannot access the devices.	Using Essentials, verify that the device is there. Shut down the CiscoWorks2000 Server and restart CiscoWorks2000.
SLM report calculation error.	Internal math calculation error in CiscoWorks2000 Server.	Contact the TAC immediately.
SLM report: Cannot read property file.	Serious error in coding due to an internal system error or specific file corruption.	This is a serious problem. Contact the TAC immediately.

Table A-2: Reporting Error Messages

Symptom Probable Cause Possible Solution

Not enough data to display chart.

You have requested a report for an SLC or SLA that has not been enabled within the minimum time requirement to generate the data.

Modify your request to reflect a different report format, or request the report at a later date. See the chapter "Generating Reports".

Cannot connect to SLM database.

The connection between server and client is weak.

Shut down CiscoWorks2000 Server immediately to avoid data loss, and restart CiscoWorks2000 and SLM. If this does not solve the problem, contact the TAC.

Invalid report time.

The report time range you entered is invalid, for example, 10:00 to 8:00. The `from' time must be earlier than the `to' time.

Verify that the `from' and `to' times follow the correct sequence.

No device information available.

You have not imported the devices to CiscoWorks2000, or there is a communication error between browser and server such that you cannot access the devices.

Using Essentials, verify that the device is there. Shut down the CiscoWorks2000 Server and restart CiscoWorks2000.

SLM report calculation error.

Internal math calculation error in CiscoWorks2000 Server.

Contact the TAC immediately.

SLM report: Cannot read property file.

Serious error in coding due to an internal system error or specific file corruption.

This is a serious problem. Contact the TAC immediately.

Table of Contents

Troubleshooting