Troubleshooting Information for the System Administrator

This appendix contains information for the system administrator.

Notes for Tested Applications

Cisco does not claim any responsibility for the way in which individual communication software packages function; however, as a courtesy to our customers, the README file provided with the Cisco DialOut Utility contains information on necessary configuration changes for some applications.

Sending Faxes with Multiple Pages

Under the test conditions within our laboratory, we have been successful at transmitting multiple fax pages, using simulated and public switched networks. However, your conditions may limit the number of fax pages that can be successfully transmitted. See the README file for more information on the effects of combined conditions on multiple faxes.

Adding Com Ports

These steps are required only if you will have more than one Cisco DialOut Utility com port:

Step 1 After initial installation, click the Cisco DialOut Utility icon from the desktop's background (normally positioned at the lower right of your screen) and bring the Cisco DialOut Utility onto the desktop.

Step 2 Click More.

Step 3 Click Configure Ports to pull down the existing port details.

Step 4 Click Add and follow the steps in First-Time Installation Procedures.

Step 5 When you finish adding your new com port options, restart Windows so the system will recognize them.

Step 6 After you restart Windows, install or run your communications application.

Step 7 Remember to reassign your communication application to use the newly added com port and modem, or it will default to the original com port. In some cases you may need to restart Windows again after you install or reconfigure an application. If you are not sure you are entering the correct com port when you are configuring your application, launch the Cisco DialOut Utility by double-clicking the minimized DialOut icon and pointing to the com port list. Cisco DialOut Utility displays, for example, com port 3 or 4. You are now ready to use communication applications with the new com port.

Troubleshooting Checklist

The following list presents potential symptoms and solutions that can be experienced while using Cisco DialOut Utility:

Most issues that have been experienced are due to improper configuration and hardware setup. If you are experiencing difficulties, check NAS configurations, network interface cards (NICs), NAS cables, and modems. Make sure carrier lines are connected and on before requesting additional assistance.
Use the ping test to make sure your NAS is reachable.
Make sure your NAS has the correct Cisco IOS software image for the Cisco DialOut Utility (See the README file for the correct image to select.)
Port contention can be an issue if, for example, you only have four ports with modems to handle ten people trying to use the Cisco DialOut Utility software. Just as with telephone lines, if the line is in use, that port is unavailable.
Some computer systems, modems, and carrier lines might require two tries before an application can make a good connection. This can be caused by timing delays from noise on the line or by application and PC timing sensitivity.
Adding multiple modems from the same manufacturer of the same model might cause a com port mismatch. This is a Microsoft issue and can occur without the presence of the Cisco DialOut Utility. Enter show line or show users to determine if a line is hung. If you experience a hanging line and you are using a 2509 or 2511, turn the modem off and on to purge the modem settings. Clear line will almost always clear the trouble. See the section "Clearing Potential Line Problems" for instructions.
Excessive propagation delay over low-speed lines or lines with excessive noise can negatively affect the timing of Microsoft's Fax and Dialup Networking and can cause the connection to fail.

Clearing Potential Line Problems

To clear any potential line problems, do not reload the NAS; instead, follow these steps:

Step 1 Enter:

clear line x

where x represents the line under use.

Step 2 Turn the modem off and on.

Connection Problems

If you experience connection problems while the Cisco DialOut Utility is running, follow these steps:

Step 1 Double-click the Cisco DialOut Utility icon in the status area to bring up the front panel.

Step 2 Click More.

Step 3 Click Test All Com Ports. If the test fails, follow the directions on the screen. If the test passes but you still experience problems, reboot the computer. If the test fails, note the results and check NAS configurations, NICs, NAS cables, and modems. Make sure carrier lines are connected and on.

Dialup Networking Using a NAS on a Different Segment

For Windows 95 and Windows NT, if your NAS is not on the same network segment as your Cisco DialOut Utility and you are using Microsoft dialup networking (PPP), follow these steps to manually add the route to the remote NAS' network.

Step 1 Click Start.

Step 2 Click Programs.

Step 3 Click MS-DOS Prompt.

Step 4 Enter:

route add NAS_IP_network_address mask NAS_subnet_mask Client's_IP_address

For example:

route add 192.168.200.0 mask 255.255.255.0 192.168.30.21

Note

Step 5 Exit DOS and make your dialup networking connection as usual.

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Troubleshooting Information for the System Administrator