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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:
This chapter contains two troubleshooting sections:
The first section contains a list of common problem causes and step-by-step instructions to help you locate and solve your problem. If you are unsure what your problem is, you should start by reading this section and following the instructions. If 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. If 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.
If 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 most common causes of Info Mediator problems are:
See the Cisco Info Center Administrator Reference for more information about setting the OMNIHOME and NCO_ELMHOST variables.
See "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.
If you cannot solve the problem, read through the lists of instructions and make sure you have tried all of the most likely solutions listed there.
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. If none of the headings match the symptoms of your problem, read through the lists of instructions and make sure you have tried all of the most likely solutions listed there. If 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.
If the Info Mediator does not start:
1. Run the Info Mediator in debug mode by specifying:
2. Check that the Cisco Info Server is running by trying to log into it by specifying:
3. Check that the Cisco Info Server is correctly defined through the servers editor (nco_xigen). See the Cisco Info Center Administrator Reference for more information.
4. Check that there are no other Info Mediators running with the same configuration using the command:
5. Check that you have enough licenses available to start another Info Mediator in that band by specifying:
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 the "Testing Rules Files" section and the "Debugging Rules Files" section 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. If it does, check that it has not become too large.
10. Check that the store and forward file has not been corrupted. If the store and forward file has been corrupted, an error message should exist in the $OMNIHOME/log/<probename>.log log file. If 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:
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.
If the Info Mediator is not sending alerts to the Cisco Info Server:
1. Check that the Info Mediator is running by specifying:
2. Check that there are no other probes running with the same configuration by specifying:
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. "Info Center Mediators and Event Receivers," describes Cisco Info Mediators and their event sources a in detail. "Additional Info Mediators," lists additional Info Mediators.
9. Check that the Info Mediator is not running in store and forward mode. To do this, check the $OMNIHOME/var/<probename>.saf and $OMNIHOME/var/<probename>.reco files to see whether they are growing. If they are, disable store and forward in the Info Mediator's properties file. See the "The Properties File" section for more information.
10. Check that your system has not run out of system resources and can launch more processes. You can do this using the df -k or top commands. See the df man page for more information about this command.
1. If you cannot connect to the Cisco Info Server host using the ping command, a problem exists with the connection between your Info Mediator host and your Cisco Info Server host.
2. Check that the Cisco Info Server has been configured correctly through the servers editor (nco_xigen) and that the interfaces information has been distributed to the Cisco Info Server and Info Mediator hosts. See the Cisco Info Center Administrator Reference for more information.
If some events are not being forwarded to the Cisco Info Server:
1. Run the Info Mediator in debug mode by specifying:
2. Check that the event source you are using from the Info Mediator is working correctly. See the documentation supplied with your element manager for more information.
3. Check that the Info Mediator event sou, see "Info Center Mediators and Event Receivers."
4. Check that all of the properties in the properties file are set correctly. For example, check that the Server property contains the correct server name and that the RulesFile property contains the correct rules file name.
If the Info Mediator is consuming too much of the CPU:
1. Run the Info Mediator in debug mode by specifying:
2. Check whether the Info Mediator can connect to the event source.
3. Check whether the store and forward file ($OMNIHOME/var/<probename>.saf) exists. If it does, check that it has not become too large.
4. Check that the store and forward file has not been corrupted. If the store and forward file has been corrupted, an error message should exist in the $OMNIHOME/log/<probename>.log log file. If the file is corrupted, delete it, then restart the Info Mediator.
If the Info Mediator is detecting events and forwarding them to the Cisco Info Server, however, the Event List fields are not being populated correctly:
1. Run the Info Mediator in debug mode by specifying:
2. Check that the fields not being populated properly are being correctly mapped to elements in the rules file. See the "Using a Specific Info Mediator" section for more information about configuring rules files.
3. Check that it is not a GUI problem. Use the Cisco Info Server SQL to list the contents of the fields. See the Cisco Info Center Administrator Reference for more information about Cisco Info Server SQL.
Posted: Tue Jun 13 17:11:28 PDT 2000
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