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Troubleshooting Info Mediator Problems

Troubleshooting Info Mediator Problems

This chapter describes some of the common problems experienced by Cisco Info Center users and explains possible causes and solutions

The first section describes the most common causes of Info Mediator problems. The following sections describe common symptoms with step-by-step instructions to help you locate and solve problems.

This chapter contains the following sections:

How to Use This Chapter

This chapter contains two toubleshooting sections:

The first section contains a list of common problem causes and step-by-step instructions to help you locate and solve your problem. When you are unsure what your problem is, you should start by reading this section and following the instructions. When you cannot solve your problem by following the instructions in this section, move on to the second section.

The second section describes common symptoms caused by Info Mediator problems and step-by-step instructions to help you locate and solve the problem. When none of the headings in this section match the symptoms of your problem, read through the lists of instructions and make sure that you have tried all of the most likely solutions listed there.

When you have tried all of the suggested problem solutions and your Info Mediator still does not work, see your support contract for more information about contacting the help desk.

Common Causes of Problems

The most common causes of Info Mediator problems are:

See the Cisco Info Center Administrator Reference guide for more information about setting the OMNIHOME and NCO_ELMHOST variables.

See Chapter 1, "Debugging Rules Files", for more information about solving rules file problems.

Read the properties file and check that all of the properties are set correctly. For example, check that the Server property contains the correct server name and that the RulesFile property contains the correct rules file name.

When you cannot solve the problem, read through the lists of instructions and make sure that you have tried all of the most likely solutions listed there.

What To Do When

The headings in this section describe the most common symptoms of Info Mediator problems:

Find the heading that most closely describes your problem and follow the instructions until you have located the cause and solved the problem. When none of the headings match the symptoms of your problem, read through the lists of instructions and make sure that you have tried all of the most likely solutions listed there. When you have tried all of the suggested problem solutions and your Info Mediator still does not work, see your support contract for more information about contacting the help desk.

The Info Mediator Does Not Start

When the Info Mediator does not start:

    1. Run the Info Mediator in debug mode by specifying:

Where <probename> is the name of the Info Mediator that is not working and <servername> is the name of the server the Info Mediator is attempting to send alerts to. Any errors are recorded in the debug log file ($OMNIHOME/log/<probename>.log). Check the errors recorded in the debug log file to locate the problem.
For more information about debugging rules files, see Chapter 1, "Debugging Rules Files".

    2. Check that the Cisco Info Server is running by trying to log into it by specifying:

When you can log in successfully, the Cisco Info Server is running. When the Cisco Info Server is not running, this is likely to be the cause of the problem. See the Cisco Info Center Administrator Reference guide for more information about using the Cisco Info Server.

    3. Check that the Cisco Info Server is correctly defined through the servers editor (nco_xigen). See the Cisco Info Center Administrator Reference guide for more information.

    4. Check there are no other probes running with the same configuration using the command:

A list of Cisco Info Center processes is displayed. Check that none of the processes correspond to the same type of Info Mediator. Cisco Info Center does not allow you to run two identical Info Mediator configurations because this would duplicate all of the events forwarded to the Cisco Info Server.

    5. Check that you have enough licenses available to start another Info Mediator in that band by specifying:

When you do not have enough licences to run another Info Mediator and you cannot stop any of the other probes, contact the help desk to request another license.

    6. Check that you are using the correct Info Mediator for the current version of the target software. Each Info Mediator and its event source are described in detail in this manual.

    7. Check that no syntax errors exist in the rules file. See Chapter 1, "Testing Rules Files", and "Debugging Rules Files", for more information about how to do this.

    8. Check that your system has not run out of system resources and can launch more processes. You can do this using df -k or top. See the df man page for more information about using this command.

    9. Check whether the $OMNIHOME/var/<probename>.saf store and forward file exists. When it does, check that it has not become too large.

Note, there is no restriction on the size of a store and forward file. Left unattended, a store and forward file continues to grow until it runs out of disk space. When your disk is full, the probes and Cisco Info Servers cannot work properly. Remember, store and forward is not designed to handle very large numbers of events.

    10. Check that the store and forward file has not been corrupted. When the store and forward file has been corrupted, an error message should exist in the $OMNIHOME/log/<probename>.log log file. When the file is corrupted, delete it and restart the Info Mediator.

    11. Check that the Info Mediator binary you are trying to run is the correct one for the current architecture by specifying:

Check that the Info Mediator version matches your system architecture.

When You Are Running the Info Mediator on a Remote Host

    1. Check that the OMNIHOME and NCO_ELMHOST variables are set correctly. See the Cisco Info Center Administrator Reference guide for more information.

    2. Check that the Info Mediator host can connect to the Cisco Info Server host using the ping command. Try to ping the Cisco Info Server host machine using the host name and the IP address. See the ping man page for more information.

    3. Check that the Cisco Info Server has been configured correctly through the servers editor (nco_xigen) and that the interfaces information has been distributed to the Cisco Info Server and Info Mediator hosts. See the Cisco Info Center Administrator Reference guide for more information.

    4. Check whether a firewall between the Info Mediator host and the Cisco Info Server host exists. When it does, ensure the firewall allows traffic between the Info Mediator and the Cisco Info Server.

The Info Mediator is not Sending Alerts to the Cisco Info Server

When the Info Mediator is not sending alerts to the Cisco Info Server:

    1. Check that the Info Mediator is running by specifying:

This command lists all of the Cisco Info Center processes currently running. When the Info Mediator is not running, launch the Info Mediator from the command line.

    2. Check that there are no other probes running with the same configuration by specifying:

A list of Cisco Info Center processes are displayed. Check that none of the processes correspond to the same type of Info Mediator.

    3. Read the properties file and check that all of the properties are set correctly. For example, check that the Server property contains the correct server name and that the RulesFile property contains the correct rules file name.

    4. Check that the Info Mediator event source has events to send to the Cisco Info Server. See the Info Mediator specific information in this manual for details about the Info Mediator's event source.

    5. Check that the Cisco Info Server you are logged in to is the same Cisco Info Server that the probes are forwarding events to.

    6. Check that the Info Mediator host can connect to the Cisco Info Server host by using the ping command. Try to ping the Cisco Info Server host machine using the host name and IP address. See the ping man page for more information.

    7. Check that the event source you are using from the Info Mediator is working correctly. See the documentation supplied with your element manager for more information.

    8. Check that you are using the correct Info Mediator. Each Info Mediator and its event source are described in detail in this manual.

    9. Check that the Info Mediator is not running in store and forward mode. To do this, check the $OMNIHOME/var/<probename>.saf and $OMNIHOME/var/<probename>.reco files to see whether they are growing. When they are, disable store and forward in the Info Mediator's properties file. See Chapter 1, "The Properties File" for more information.

    10. Check that your system has not run out of system resources and can launch more processes. You can do this using the df -k or top commands. See the df man page for more information about this command.

When You Are Running the Info Mediator on a Remote Host

    1. When you cannot connect to the Cisco Info Server host using the ping command, a problem exists with the connection between your Info Mediator host and your Cisco Info Server host.

    2. Check that the Cisco Info Server has been configured correctly through the servers editor (nco_xigen) and that the interfaces information has been distributed to the Cisco Info Server and Info Mediator hosts. See the Cisco Info Center Administrator Reference guide for more information.

    3. Check whether a firewall between the Info Mediator host and the Cisco Info Server host exists. When it does, ensure the firewall allows traffic between the Info Mediator and the Cisco Info Server.

The Info Mediator is Losing Events

When not all of the events are being forwarded to the Cisco Info Server:

    1. Run the Info Mediator in debug mode by specifying:

Where <probename> is the name of the Info Mediator that is not working and <servername> is the name of the server the Info Mediator is attempting to send alerts to. Any errors are recorded in the debug rules file. Check the errors recorded in the debug log file to locate the problem.
For more information about debugging rules files, see Chapter 1, "Debugging Rules Files".

    2. Check that the event source you are using from the Info Mediator is working correctly. See the documentation supplied with your element manager for more information.

    3. Check that the Info Mediator event source has events to send to the Cisco Info Server. See the Info Mediator specific information in Chapter 1, "Introduction to Info Mediators", for details of the Info Mediator's event source.

    4. Check that all of the properties in the properties file are set correctly. For example, check that the Server property contains the correct server name and that the RulesFile property contains the correct rules file name.

The Info Mediator is Consuming Too Much CPU

When the Info Mediator is consuming too much of the CPU:

    1. Run the Info Mediator in debug mode by specifying:

Where <probename> is the name of the Info Mediator that is not working and <servername> is the name of the server the Info Mediator is attempting to send alerts to. Any errors are recorded in the debug log file. Check the errors recorded in the debug log file to locate the problem.
For more information about debugging rules files, see Chapter 1, "Debugging Rules Files".

    2. Check that the Info Mediator can connect to the event source.

    3. Check whether the store and forward file ($OMNIHOME/var/<probename>.saf) exists. When it does, check that it has not become too large.

Note, there is no restriction on the size of a store and forward file. Left unattended, a store and forward file continues to grow until it runs out of disk space. When your disk is full, the probes and Cisco Info Servers cannot work properly. Remember, store and forward is not designed to handle very large numbers of alerts.

    4. Check that the store and forward file has not been corrupted. When the store and forward file has been corrupted, an error message should exist in the $OMNIHOME/log/<probename>.log log file. When the file is corrupted, delete it, then restart the Info Mediator.

The Event List Fields are not Being Populated Properly

When the Info Mediator is detecting events and forwarding them to the Cisco Info Server but the event list fields are not being populated correctly:

    1. Run the Info Mediator in debug mode by specifying:

Where <probename> is the name of the Info Mediator that is not working and <servername> is the name of the server the Info Mediator is attempting to send alerts to. Any errors are recorded in the debug rules file. Check the errors recorded in the debug log file to locate the problem.
For more information about debugging rules files, see Chapter 1, "Debugging Rules Files".

    2. Check that the fields not being populated properly are being correctly mapped to elements in the rules file. See Chapter 1, "Using a Specific Info Mediator", for more information about configuring rules files.

    3. Check that it is not a GUI problem by listing the contents of the field by using Cisco Info Server SQL. See the Cisco Info Center Administrator Reference guide for more information about Cisco Info Server SQL.


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Posted: Thu Mar 18 11:25:57 PST 1999
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