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3Installing Cisco Broadband Troubleshooter
4Configuring Cisco Broadband Troubleshooter
6Setting Up CBT with a Password, Users, and Data for Routers and Subscribers
7Setting Parameters in .INI Files
8Retrieving Subscriber or Provisioning Data by Using an External Interface
9Getting Summary Information and a Detailed Real-Time Status Report for a Modem
10Reviewing the CMTS Dashboard
11Showing and Configuring the Flap List Analysis
12Using the Spectrum Management Tools
14Uninstalling Cisco Broadband Troubleshooter
15Sample Code for Application Program Interfaces
17Obtaining Technical Assistance
18Obtaining Additional Publications and Information
Cisco Broadband Troubleshooter Release 3.0 (CBT 3.0) is a troubleshooting tool designed for the network administrator and radio frequency (RF) technician at a multiple system operator (MSO) site. An MSO provides a variety of cable services such as TV, data, or voice telephony. The network administrator and the RF technician use Cisco Broadband Troubleshooter to resolve RF problems in the MSO's cable plant.
Cisco Broadband Troubleshooter provides the following functionality:
This release supports Cisco Broadband Troubleshooter installed on a server that is running the Solaris, Windows, or Linux operating system.
This section lists the system requirements for:
You can install Cisco Broadband Troubleshooter on a server that is running the Solaris OS.
You can install Cisco Broadband Troubleshooter on a server that is running the Windows or Linux OS.
The Sun Java Runtime Environment (JRE) is a plug-in that must be installed in the client browser. Table 1 shows a matrix of supported browser and JRE combinations for each operating system.
For more information on using JRE with your browser, see "Configuring the Java Runtime Environment".
Supported Browser and JRE Combinations for Each Operating System
You can use Cisco Broadband Troubleshooter with the following universal broadband routers (uBRs):
On these routers, CBT 3.0 supports the following Cisco IOS releases:
To use the spectrum management features that Cisco Broadband Troubleshooter provides, you must have:
For more information, see "Configuring the CMTS to Use CBT's Spectrum Management Tools".
You must enable SNMP on the routers by entering the following commands:
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Note CBT retrieves the Cisco IOS release number, router name, and router type by using SNMP. |
The following procedures detail how to install Cisco Broadband Troubleshooter 3.0 on each supported platform. There are three different installation CD-ROMs; you must use the CD-ROM version for your operating system.
Step 2 Insert the CBT 3.0 CD-ROM for Solaris into the CD-ROM drive. Use the CD-ROM version for your environment.
Step 3 (Optional) If you are not running Solaris Volume Manager as root, you have to mount the CD manually:
Step 4 To change to the CBT Solaris directory and install CBT, enter:
The CBT server is now running.
Step 5 (Optional) If you are not running Solaris Volume Manager, make sure that no other application is using /cdrom as the current directory so that you can unmount the CD by entering:
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Note If you are running Solaris Volume Manager, the CD-ROM automatically unmounts. |
Step 6 To eject the CD, enter:
Step 7 To start CBT by using a command line, enter:
To access CBT by using a browser, open the browser and enter:
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Note In the URL, CBT server IP address is the server on which you installed CBT. |
Step 8 In the Log In window (see Figure 1), enter your username and password.
Step 9 (Optional) To stop CBT manually, enter:
Step 2 Insert the CiscoView for Solaris CD-ROM into the CD-ROM drive.
Step 3 (Optional) If you are not running Solaris Volume Manager as root, you have to mount the CD manually:
Step 4 To change to the CiscoView Solaris directory and install CiscoView, enter:
The CBT server is now running.
Step 5 (Optional) If you are not running Solaris Volume Manager, make sure that no other application is using /cdrom as the current directory so that you can unmount the CD by entering:
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Note If you are running Solaris Volume Manager, the CD-ROM automatically unmounts. |
Step 6 To eject the CD, enter:
Step 2 From Windows Explorer, double-click CBT30-Win.exe in CDROM-DRIVE\win.
Step 3 Select the default answers to the installation questions.
The CBT server is now running.
Step 4 To start CBT by using the menus, choose:
Start > Programs > Cisco Broadband Troubleshooter > Start Troubleshooter
To access CBT by using a browser, open the browser and enter:
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Note In the URL, CBT server IP address is the server on which you installed CBT. |
Step 5 In the Log In window (see Figure 1), enter your username and password.
Step 6 (Optional) To stop CBT manually, choose:
Start > Programs > Cisco Broadband Troubleshooter > Stop Troubleshooter
Step 2 Insert the Cisco Broadband Troubleshooter Release 3.0 CD-ROM into the CD-ROM drive. Use the CD-ROM version for your operating system.
Step 3 To mount the CD, enter:
Step 4 To change to the CBT Linux directory, enter:
Step 5 To start the installation program, enter:
The CBT server is now running.
Step 6 To unmount and eject the CD, enter:
Step 7 To start CBT by using a command line, enter:
To access CBT by using a browser, open the browser and enter:
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Note In the URL, CBT server IP address is the server on which you installed CBT. |
Step 8 In the Log In window (see Figure 1), enter your username and password.
Step 9 (Optional) To stop CBT manually, enter:
The following configuration requirements are prerequisites for using Cisco Broadband Troubleshooter 3.0:
Cisco Broadband Troubleshooter 3.0 provides spectrum management functionality, which is generated by Digital Signal Processing (DSP) in the Cisco uBR-MC16S Spectrum Management Line Card on the CMTS. CBT's spectrum management tools require Cisco IOS Release 12.2(15)BC1. For more information, see "Minimum Cisco Universal Broadband Router and Cisco IOS Requirements".
Before using the spectrum management features in Cisco Broadband Troubleshooter, you must complete spectrum management configuration tasks on the CMTS. These configurations are outside the scope of Broadband Troubleshooter.
For more information, refer to "Advanced Spectrum Management Configuration Tasks" at:
http://www.cisco.com/en/US/products/hw/cable/ps2217/products_configuration_guide_chapter09186a0080150964.html#86373
The Sun JRE 1.31 is a plug-in that must be installed in the client browser. Cisco Broadband Troubleshooter detects if JRE 1.31 is installed in the browser. This section provides directions to install JRE 1.3.1 in the browsers supported by each platform.
If JRE 1.3.1 is not installed in Internet Explorer on the Windows platform, the installation is automatic.
If JRE 1.3.1 is not installed in Navigator on the Windows platform, you are directed to JREDownload.html.
To install JRE 1.3.1 in Netscape Navigator on the Windows platform:
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Note In these directions, JRE1.3.1_07InstallationDirectory represents the local directory you choose. |
Step 2 To install JRE 1.3.1, choose:
Start > Run > JRE1.3.1_07InstallationDirectory \j2re-1_3_1_07-windows-i586-i.exe
Step 3 Close Navigator.
Step 4 Reopen Navigator.
If JRE 1.4.1 is not installed in Navigator on the Solaris platform, you are directed to JREDownload.html.
To install JRE 1.4.1 on the Solaris platform:
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Note In these directions, JRE1.4.1_07InstallationDirectory represents the local directory you choose and Netscape7.0InstallationDirectory represents directory where Netscape 7.0 is installed. |
Step 2 To install JRE 1.4.1, enter:
Step 3 Point to the Java plug-in by typing the command for the version of Netscape you are using:
Netscape 4.7—Set the environment variable NPX_PLUGIN_PATH to point to the Java plug-in by entering:
Netscape 7.0—Create a softlink to point to the Java plug-in by entering:
Step 4 Close Navigator.
Step 5 Reopen Navigator.
If JRE 1.4.1 is not installed in Navigator on the Linux platform, you are directed to JREDownload.html.
To install JRE 1.4.1 on the Linux platform:
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Note In these directions, JRE1.4.1_07InstallationDirectory represents the local directory you choose and Netscape7.0InstallationDirectory represents directory where Netscape 7.0 is installed. |
Step 2 To install JRE 1.4.1, enter:
Step 3 Point to the Java plug-in by typing the command for the version of Netscape you are using:
Netscape 4.7—Set the environment variable NPX_PLUGIN_PATH to point to the Java plug-in by entering:
Netscape 7.0—Create a softlink to point to the Java plug-in by entering:
Step 4 Close Navigator.
Step 5 Reopen Navigator.
CiscoView is a web-based device management application that provides dynamic status, monitoring, and configuration information for a range of Cisco internetworking products. CiscoView displays a physical view of a device chassis, with color-coding of modules and ports for at-a-glance status and has two levels of capabilities:
For product information, refer to:
http://www.cisco.com/en/US/products/sw/cscowork/ps4565/index.html
You can launch CiscoView 5.x from CBT to monitor a device and get real-time information on it.
To configure and launch CiscoView from CBT:
Step 2 To identify the device that you want to monitor with CiscoView, from the Utilities menu, choose CiscoView.
Step 3 For a complete description of each field in the CiscoView dialog boxes, click Help.
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Note The Solaris installation package for CBT 3.0 includes the CiscoView installation package. |
ESRI RouteMAP is a third-party product that is an Internet-based site locator and mapping application. It enables network engineering professionals to view their entire network of cable modems down to the street level.
For product information, refer to:
http://www.esri.com/software/routemapims/index.html
If you have RouteMap installed, follow the directions in this section to install and start updated map-related files.
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Note The map server PC may be different from the machine on which Cisco Broadband Troubleshooter is installed. To install and start the map-related files, you must use the map server PC. |
To install and start map-related files from the map server PC:
Start > Program > Esri > RouteMap... > Server Manager > Map Service
Step 2 To stop the map server, from the Map Server menu, choose:
Step 3 To start Windows Explorer, choose:
Start > Programs > Accessories > Windows Explorer
Step 4 Insert the Cisco Broadband Troubleshooter Release 3.0 CD-ROM into the CD-ROM drive. Select the CD-ROM drive and double-click maps.zip to extract the files in maps.zip to a local directory.
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Note In these directions, MapFileDirectory represents the local directory you choose. |
Step 5 To install the map files on the map server, double-click MapFileDirectory\disk1\setup.exe and click Next.
Step 6 Enter the CBT Installation CD-ROM drive or the MapFileDirectory and click Next.
Step 7 Enter the path to the Internet Information Server (IIS) root directory and click Next.
Step 8 Enter the path to the ESRI RouteMap root directory.
Step 9 To start the map server application, choose:
Start > Program > Esri > RouteMap... > Server Manager > Map Service
Step 10 To start the map server, from Map Server menu, choose:
After you log on to CBT, you see the following menu:
Above the menu, your user type is displayed. For more information on user types, see "User Types in CBT".
All tasks in CBT are divided into the following menus:
The next sections describe the tasks within each menu.
The User Guide menu contains one task:
The Configuration menu contains the following tasks:
The Diagnostics menu contains the following tasks:
The Hotline Tools menu contains the following tasks:
The Spectrum Tools menu contains the following tasks:
The Utilities menu contains the following tasks:
The User Log Out menu contains one task:
The number of tasks you see in the CBT menu varies according to the type of user you are. There are two user types in CBT, each with access to different tasks:
In each other menu, the RFTECH user has access to all tasks.
Figure 5 illustrates a high-level workflow of tasks that each type of user, the administrator and the RF technician, performs in CBT.
The first four tasks shown in Figure 5 are ones that only an administrator can perform.
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Note BPR and CNR have recently been renamed. BPR will be called Cisco Broadband Access Center for Cable (BACC). CNR will be called Cisco CNS Network Registrar (CNS-NR). You will see the new names on cisco.com and in future releases. The CBT 3.0 GUI and documentation use the former names and acronyms. |
The remainder of this guide explains these tasks in greater detail.
The last task shown in Figure 5 is one that the RF technician performs:
This section describes the following important setup tasks that only a CBT administrator can perform:
For security reasons, we recommend that you change the default password for the administrator.
To change the administrator password:
http://CBT server IP address:9080/
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Note In the URL, CBT server IP address is the server on which you installed CBT. |
The Login dialog box appears, as shown in Figure 1.
Step 2 Log in as admin with the default password changeme.
Step 3 To change the password, from the Configuration menu, choose User List.
You add users in CBT by specifying the following information for a user:
Step 2 From the Configuration menu, choose User List. (See Figure 6.)
You can add router information in CBT by using either of the following methods:
If you import an ASCII file, the file must contain 13 fields for each CMTS:
Each field must be separated by a comma (,). If you leave a field blank, use a comma as a placeholder for it.
The following example shows the data for a CMTS in this format:
To add information about the Cisco uBR7100 series, Cisco uBR7200 series, and Cisco uBR10012 series universal broadband router in CBT:
Step 2 Choose a method to import router information:
Step 3 For a complete description of each field in the CMTS List dialog boxes, click Help.
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Tip To successfully manage routers, make sure that you enable SNMP on these routers. Verify that access lists, if configured in the router, allow for SNMP read access from your workstation. |
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Note The CMTS name cannot contain a question mark (?). |
To add subscriber information in CBT, you import an ASCII text file that contains the subscriber information. A sample file is in the following locations:
For each subscriber, the ASCII text file must contain 12 fields. The following fields are typical, although only the first one is required:
Each field, including blank ones, must be separated with | (the pipe symbol).
The following example shows the data for a subscriber in this format:
To add subscriber information to CBT:
Step 2 From the Utilities menu, choose Import, Subscriber Data. (See Figure 8.)
Step 3 For a complete description of each field, click Help.
This section describes the parameters you set in three .INI files in CBT:
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Note Cisco Broadband Troubleshooter and Cisco Cable Diagnostic Manager (CCDM) are companion network management software applications that share some functionality. CCDM is for the MSO customer service representative. In some instances, a parameter in an .INI file applies to one product but not to the other. Those parameters are identified in this section. |
In addition to specifying system-level parameters in the CONFIGS.INI file, you can also specify some of the parameters in the GUI.
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Tip To specify configuration parameters in the GUI, from the Configuration menu, choose System. |
This section describes parameters that you configure in the CONFIGS.INI file, which is in the following locations:
The phoneLength parameter applies to Cisco Cable Diagnostic Manager only.
When you view a status report for cable modem, color-coding indicates the modem's status:
The following parameters set the thresholds that determine the boundaries for color-coding and must be configured in the CONFIGS.INI file:
upstreamXmitPowerFloor—This parameter determines the minimum upstream transmit power for a cable modem to show a functioning status. This measurement is expressed in decibels millivolt (dBmV). The default setting is 34, as shown below:
upstreamXmitPowerCeiling—This parameter determines the maximum upstream transmit power for a cable modem to show a functioning status. This measurement is expressed in decibels millivolt (dBmV). The default setting is 52, as shown below:
downstreamSnrFloor—This parameter determines the minimum signal-to-noise (SNR) for a cable modem to show a functioning status. SNR is a measure of transmission quality, which is expressed by the ratio of good data (signal) to interference (noise) that is heard on a line. This ratio is measured in decibels (dB). A higher ratio indicates a better transmission quality. For example, 30 dB is better than 24 dB. The default setting is 30, as shown below:
downstreamReceivePowerFloor—This parameter determines the minimum downstream receive power for a cable modem to show a functioning status. This measurement is expressed in decibels millivolt (dBmV). The default setting is 15, as shown below:
downstreamReceivePowerFloor=15
downstreamReceivePowerCeiling—This parameter determines the maximum downstream receive power for a cable modem to show a functioning status. This measurement is expressed in decibels millivolt (dBmV). The default setting is 5, as shown below:
downstreamReceivePowerCeiling=5
These parameters apply to Cisco Cable Diagnostic Manager only:
These parameters apply to Cisco Cable Diagnostic Manager only:
The administrator specifies external interface parameters to access subscriber and provisioning information. Most of these parameters are in the Set External Interfaces dialog box. However, you must configure the following external interface parameters in the CONFIGS.INI file.
SubscriberExtIntfTimeout—This parameter determines the maximum wait time before CBT times out during a query for subscriber information. This measurement is expressed in milliseconds (msecs). The default setting is 5000, which is equal to 5 seconds, as shown below:
ProvisionExtIntfTimeout—This parameter determines the maximum wait time before CBT times out during a query for provisioning information. This measurement is expressed in milliseconds (msecs). The default setting is 5000, which is equal to 5 seconds, as shown below:
When it starts, the Poller accesses the POLLER.INI file, which is in the following locations:
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Note For a detailed description of the Poller, see "About the Poller" on. |
The Poller accesses POLLER.INI to gather the following configurable parameters:
maximumDBConnection—This parameter determines the maximum number of CBT Sybase database connections the Poller uses to perform the polling operation. The valid range is 1 to 7. The default setting is 7, as shown below:
SnmpTimeout—This parameter determines the number of seconds before the attempt to create the SNMP connection will reach a timeout or fail. The valid range is 1 to 3. The default setting is 2, as shown below:
SnmpRetry—This parameter determines the number of times you want to try to create the SNMP connection. The valid range is 1 to 5. The default setting is 3, as shown below:
Debug—This parameter determines if debug messages are sent to the log file, which is in the following location:
Valid values are true and false. The default setting is false, as shown below:
maximumAge—This parameter tells the Poller which outdated records to purge, based on the number of polling intervals that have occurred during which those records have not been updated. This measurement is expressed in polling intervals. A valid range is 1 to 7. The default setting is 2, as shown below:
PollerServerPort—This parameter sets the HTTP server port number where the Poll Manager listens to polling requests. The default setting is 8040:
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Note If a parameter in POLLER.INI is set out of the valid range, CBT resets the parameter to its default value. |
The parameters you specify in the SPECTRUM.INI file affect the following spectrum management tools:
This section describes parameters that you configure in the SPECTRUM.INI file, which is in the following locations:
The spectrum management tools access SPECTRUM.INI to gather the following configurable parameters:
CNRFloor—This parameter determines the lower threshold for the carrier-to-noise ratio that you see in the spectrum tools. CNR is a measure of transmission quality, which is expressed by the ratio of good data from the carrier to interference or noise that is heard on a line. A higher ratio indicates a better transmission quality. If the CNR is below this lower threshold, the value is highlighted in the color you specify in the CNRFloorColor parameter. This measurement is expressed in decibels (dB). Acceptable values range from -20 to 60 dB. If an unacceptable value is entered, the system default is used. The default setting is 20, as shown below:
CNRCeiling—This parameter determines the upper threshold for the carrier-to-noise ratio that you see in the spectrum tools. CNR is a measure of transmission quality, which is expressed by the ratio of good data from the carrier to interference or noise that is heard on a line. A higher ratio indicates a better transmission quality. If the CNR is below this upper threshold, the value is highlighted in the color you specify in the CNRCeilingColor parameter. This measurement is expressed in decibels (dB). Acceptable values range from -20 to 60 dB. If an unacceptable value is entered, the system default is used. The default setting is 30, as shown below:
CNRFloorColor—This parameter determines the color that is used to highlight a carrier-to-noise ratio that is below the lower threshold, which you specify in the CNRFloor parameter. Accepted colors are red, yellow, blue, cyan, green, magenta, orange, and pink. If an unacceptable color is entered, the system default is used. The default setting is red, as shown below:
CNRCeilingColor—This parameter determines the color that is used to highlight a carrier-to-noise ratio that is below the upper threshold, which you specify in the CNRCeiling parameter. Accepted colors are red, yellow, blue, cyan, green, magenta, orange, and pink. If an unacceptable color is entered, the system default is used. The default setting is yellow, as shown below:
SpecDataMaxRequests—This parameter determines the maximum number of active rows of ccsSpectrumRequestTable in the CMTS SNMP agent. This setting is necessary to avoid overloading the CMTS, and CBT checks to ensure that the number is not exceeded. If the number of active rows in the associated CMTS has reached the specified value, new spectrum requests cannot be launched. The default setting is 10, as shown below:
SpecDataQueryInterval—This parameter determines the time required after a spectrum data response and before the next spectrum data query. This measurement is expressed in milliseconds and should not be edited. The default setting is 5000, as shown below:
SpecDataMaxCPU—This parameter determines the CPU utilization in the CMTS SNMP agent. This setting is necessary to avoid overloading the CMTS, and CBT checks to ensure that the percentage is not exceeded. If the CPU utilization in the associated CMTS has reached the specified value, new spectrum requests cannot be launched. This measurement is expressed in percentage. The default setting is 80, as shown below:
CableModemCacheAge—This parameter determines the cable modem caching time for the spectrum management tools. If the value is set to 0, the CBT server generates an SNMP request and bypasses the cache, which slows down performance if there are many modems associated with the selected CMTS. This measurement is expressed in seconds. If a negative number is entered, the system default is used. The default setting is 3600, as shown below:
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Note You can update the cache for a selected CMTS manually by using the GUI. From the Spectrum Tools menu, choose Trace Window, Spectrogram, or CNR Analysis. Then click Update CM Info. |
With CBT you can set up an external interface to retrieve subscriber or provisioning data:
You can use the following methods to set up an external interface:
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Note If you set an external interface and CBT does not find subscriber or provisioning data there, CBT reverts to the local database. |
Figure 9 shows the dialog box where you specify the method. The remainder of this section describes how to set up an external interface with each method.
You can implement an external data retrieval application by using a scripting language. To see a sample script that you can modify according to your needs, see "Shell Script for Retrieving Subscriber or Provisioning Information".
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Note You can also implement an external data retrieval application in programming languages such as PL/SQL, C/C++, and Java, as long as it is embedded in a shell script. |
The script must support the ability to search for a cable modem's MAC address by entering the customer's phone number or IP address. The input parameters for the script are:
For example, the following script invokes a search for the modem's MAC address by using the phone number 408-123-4567:
The next script invokes a search for the modem's MAC address by using the IP address 172.2.3.1:
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Note A MAC address query by phone number invokes the subscriber information script. A MAC address query by IP address invokes the provisioning information script. |
The output of the script must be in the following format:
OUT_DATA=MAC followed by one or more MAC addresses (non-dotted format) separated by ^
The following examples show the output for one and two MAC addresses:
OUT_DATA=MAC^001c64ff23ef^013e45ed1245^
If you use a script to query subscriber information, it needs to support the ability to search for subscriber data, such as name and account number, by entering the MAC address of the subscriber's cable modem. The input parameters for the script are:
script-name GET_SUBSCRIBER MAC non-dotted-modem-mac-address
For example, the following script invokes a search for subscriber data by using the MAC address 001c.ab23.45fe in a non-dotted format:
The output of the script must be in the following format, separated by ^:
OUT_DATA=SUBSCRIBER^Field1=value1^Field2=value2^Field3=value3^Field4=value4^Field5=value5^
The following example shows the output for a subscriber's data:
OUT_DATA=SUBSCRIBER^Account Number=123456^Name=Doe_John^Address=123 Tasman, San Jose, CA 93443^Phone=4081234567^Class of Service=N/A^FiberNode=FIBER_1^Customer Since=1999^Account Status=Paid
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Note In the Real-Time Modem Status Report, CBT displays subscriber information in the order in which the fields are returned from the script. |
If you use a script to query provisioning information, it needs to support the ability to search for provisioning data, such as CMTS and cable modem IP addresses, by entering the MAC address of a cable modem. The input parameters for the script are:
script-name GET_PROVISION MAC non-dotted-modem-mac-address
For example, the following script invokes a search for provisioning data by using the MAC address 001c.ab23.45fe:
The output of the script must be in the following format:
OUT_DATA=PROVISION^cmts-ip-address^cm-ip-address^
The following example shows the output for provisioning data:
OUT_DATA=PROVISION^127.23.45.1^127.23.127.5^
If an error occurs within the script or the embedded application called by the script, the script should return the output in the following format:
The following example shows output for an error:
OUT_DATA=ERROR^Unable to query the subscriber database.^
In the graphical user interface (GUI), CBT displays the error message to the user in a message box.
To retrieve subscriber or provisioning information by using a script:
Step 2 From the Configuration menu, choose External Interface to specify one or both of the following:
Step 3 For a complete description of each field in the External Interface dialog box, click Help.
See "Directions for Troubleshooting the Script".
You can implement an external data retrieval application by using an application running on an HTTP server. CBT sends the request to the HTTP server by using the POST method. To see a sample application file that you can modify according to your needs, see "Java Code for Retrieving Subscriber or Provisioning Information".
The application running on an HTTP server must support the ability to search for a cable modem's MAC address by entering the customer's phone number or IP address. CBT sends the following parameters to the appropriate server:
For example, the following parameters search for the modem's MAC address by using the phone number 408-123-4567:
The response from the server must be in the following format:
OUT_DATA=MAC followed by one or more MAC addresses separated by ^
The following examples show the output for one and two MAC addresses:
OUT_DATA=MAC^001c64ff23ef^013e45ed1245^
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Note When the SEARCH_TYPE is PHONE, the subscriber information URL is used. When the SEARCH_TYPE is IP, the provisioning information URL is used. |
If you use an application running on an HTTP server to query subscriber information, it needs to support the ability to search for subscriber data, such as name and account number, by entering the MAC address of the subscriber's cable modem. CBT sends the following parameters to the server:
For example, the following parameters search for subscriber data by using the MAC address 001cab2345fe:
The output of the script must be in the following format, separated by ^:
OUT_DATA=SUBSCRIBER^Field1=value1^Field2=value2^Field3=value3^Field4=value4^Field5=value5^
The following example shows the output for a subscriber's data:
OUT_DATA=SUBSCRIBER^Account Number=123456^Name=Doe_John^Address=123 Tasman, San Jose, CA 93443^Phone=4081234567^Class of Service=N/A^FiberNode=FIBER_1^Customer Since=1999^Account Status=Paid
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Note In the Real-Time Modem Status Report, CBT displays subscriber information in the order in which the fields are returned from the script. |
If you use an application running on an HTTP server to query provisioning information, it needs to support the ability to search for provisioning data, such as CMTS and cable modem IP addresses, by entering the MAC address of the cable modem. CBT sends the following parameters to the server:
For example, the following parameters search for provisioning data by using the MAC address 001cab2345fe:
The response from the server must be in the following format:
OUT_DATA=PROVISION^cmts-ip-address^cm-ip-address^
The following example shows the output for provisioning data:
OUT_DATA=PROVISION^127.23.45.1^127.23.127.5^
If an error occurs within the application running on an HTTP server, the script should return the output in the following format:
The following example shows output for an error:
OUT_DATA=ERROR^Unable to query the subscriber database.^
In the GUI, CBT displays the error message to the user in a message box.
To retrieve subscriber or provisioning information with an application on an HTTP server:
Step 2 From the Configuration menu, choose External Interface to specify one or both of the following:
Step 3 For a complete description of each field in the External Interface dialog box, click Help.
See "Directions for Troubleshooting the Sample HTTP Application".
You can use Lightweight Directory Access Protocol (LDAP) to retrieve external subscriber or provisioning information. LDAP is a nonproprietary, standards-based protocol. If you use the LDAP method, see your LDAP server administrator to obtain the information about the LDAP server that CBT requires.
CBT 3.0 supports LDAP Version 2.0, which was tested with Netscape LDAP Server Version 4.0 and iPlanet Version 5.1.
To retrieve external subscriber or provisioning information by using LDAP:
Step 2 Depending on the type of information you want to retrieve, do one or both of the following:
Step 3 To fill in the LDAP Access Parameters dialog box, see your LDAP server administrator to obtain the required information and click Help for directions on how to fill in each of the LDAP fields that CBT requires.
You can retrieve provisioning information only by using BPR, which stands for Cisco Broadband Provisioning Registrar. BPR automates provisioning and configuration tasks. CBT supports BPR 2.0. For product information, refer to:
http://www.cisco.com/en/US/products/sw/netmgtsw/ps529/index.htm l
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Note BPR has recently been renamed as Cisco Broadband Access Center for Cable (BACC). You will see the new name on cisco.com and in future releases. The CBT 3.0 GUI and documentation use the former name and acronym. |
To retrieve provisioning information by using BPR:
Step 2 In the Provisioning Information section, click BPR. To interact with BPR, CBT requires the following information:
Step 3 For information on each field, click Help.
You can retrieve provisioning information only by using CNR, which stands for Cisco Network Registrar. CNR is an application that provides scalable Domain Name System (DNS), Trivial File Transfer Protocol (TFTP), and Dynamic Host Configuration Protocol (DHCP) services. For product information, refer to:
http://www.cisco.com/en/US/products/sw/netmgtsw/ps1982/index.html
If you use CNR, the following caveats apply to the setup:
|
Note CNR has recently been renamed to Cisco CNS Network Registrar (CNS-NR). You will see the new name on cisco.com and in future releases. The CBT 3.0 GUI and documentation use the former name and acronym. |
To retrieve provisioning information by using CNR:
Step 2 In the Provisioning Information section, click CNR. To interact with CNR, CBT requires the following information:
Step 3 For information on each field, click Help.
CBT can retrieve subscriber data from its own local Sybase database after the data has been added in CBT. After installation, Local Database is the default method for retrieving subscriber data.
To retrieve subscriber information from the local database:
Step 2 From the Configuration menu, choose External Interface.
Step 3 In the Subscriber Information section, click Local Database.
Step 4 (Optional) To update or replace the existing subscriber information, click Import Subscriber to open the Import Subscriber Data dialog box, as shown in Figure 10. In it, click Help for directions on how to import subscriber data.
CBT can retrieve provisioning data from its own local Sybase database after the data has been added to it. After installation, Local Database is the default method for retrieving provisioning data. To store provisioning information in its local database, CBT polls CMTSs using SNMP. CBT provides two ways to do this:
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Tip If you are using CBT on the Windows OS, it is recommended that you use the CBT GUI method. |
When you install CBT, the default method for retrieving provisioning information is the local database. Because the Poller is part of the process for this method, it is on by default after installation. The default schedule for the Poller is to run at or about midnight and to repeat every 24 hours. You can change these settings according to your own needs.
To query CMTSs using the Poller, you specify two parameters:
The syntax to start the Poller on Linux or Solaris is:
/opt/CSCOcbt/bin/start_poller delta-start-time poll-interval
The following example shows a polling session that starts 8 hours after you schedule it and repeats every 24 hours:
The following example shows how to stop the Java poller application on Linux or Solaris:
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Note There is no impact to CBT if you turn the Poller off. |
At each polling interval, the Poller accesses the CBT routers list file and performs SNMP queries to each CMTS using its SNMP read-only community string. The CBT routers list file is in the following locations:
In addition to the on-demand polling that you schedule, CBT submits a polling request when it detects that a change has been made to the list of routers that CBT manages. For example, CBT submits a polling request when it detects that a new chassis has been added to a router.
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Note The more frequent the polling interval, the more SNMP traffic that is generated to the CMTSs. This means that CPU utilization on the CMTS increases when polling is in progress. The impact on the CBT server side is minimal. |
To retrieve provisioning information from the local database:
Step 2 From the Configuration menu, choose External Interface.
Step 3 In the Provisioning Information section, click Local Database.
To schedule when and how often the Poller populates the local database with provisioning information that it gathers from CMTSs, you can use the GUI or type a command.
To use the GUI, from the Configuration menu, choose Poller. The Schedule CMTS Polling dialog box appears, as shown in Figure 11. In it, click Help for directions on how to schedule the Poller.
To use a command, type the following command and specify the parameters in hours, as explained in the previous section:
To get summary information on a cable modem, you can locate the modem by entering the MAC address. If you retrieve subscriber or provisioning data from the local database, you can also locate the modem by using any of the following advanced search criteria:
CBT's advanced search feature also allows you to use the asterisk (*) for wildcard searches. For example, if you enter 1234* for the account ID, you get a list of all cable modems for subscribers who have account numbers that begin with 1234.
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Note CBT's advanced search criteria applies to the local database only. If you set up an external interface for subscriber or provisioning data, you must locate a modem by entering its MAC address. |
To get detailed information on a cable modem, you can get a Real-Time Modem Status Report, as shown in Figure 12. The information for a cable modem comes from three sources:
Within the status report, the following colors are used in certain fields to indicate performance:
For more information on setting thresholds, see "Modem Status Thresholds".
To get summary information on a modem:
Step 2 Use one of the following methods to locate a modem:
Step 3 For a complete description of each field in these dialog boxes, click Help.
To get a detailed status report for a cable modem:
Step 2 Enter the MAC address for the cable modem for which you want to see a status report and click Real Time Status. The Real-Time Status Report for that modem appears, as shown in Figure 12.
Step 3 For a complete description of each field in the dialog box and the Real-Time Status Report, click Help.
To get summary information on a CMTS, review the CMTS Dashboard. Figure 16 shows the CMTS Dashboard.
For the CMTS that you select, the CMTS Dashboard provides the following information:
For printing or collaborative troubleshooting, you can generate an HTML version of the information.
Step 2 For a complete description of each field in the CMTS Dashboard dialog box, click Help.
To analyze the results of data captured from one or more Cisco CMTSs, review the Flap List Analysis. The analysis shows the number of modems with the following problems:
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Note You can not get a flap list analysis for a CMTS that is not from Cisco. |
Figure 17 shows the Flap List Analysis dialog box, which you can sort according to your needs by clicking a column heading. For example, to sort the provisioning problems by MAC address, click the MAC Address column heading.
From the Flap List Analysis dialog box, you can see a lower level of detail that contains the following information:
The detailed level of the Flap List Analysis dialog box is shown in Figure 18.
To show a flap list for one or more CMTSs:
Step 2 Select one or more Cisco CMTSs to analyze and click Analyze.
Step 3 (Optional) To see a lower level of detail, click Details.
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Note To sort data in the analysis, click the column heading by which you want to arrange the information. |
Step 4 For a complete description of each field in the Flap List Analysis dialog boxes, click Help.
To schedule a time to capture raw data from one or more Cisco CMTSs, use the Scheduler Configuration dialog box, which is shown in Figure 19.
To schedule a time to capture raw data from one or more Cisco CMTSs:
Step 2 Select one or more Cisco CMTSs from which you want to capture data and click Schedule.
Step 3 For a complete description of each field in the Scheduler Configuration dialog box, click Help.
The administrator can set parameters for the flap list in the Flap List Configuration dialog box shown in Figure 20.
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Note The RFTECH user type does not have access to the Flap List Configuration dialog box. |
For a CMTS, the administrator can specify the following criteria for a flap list:
To set parameters for the flap list:
Step 2 Select the Cisco CMTS for which you want to set parameters and click Load.
Step 3 For a complete description of each field in the Flap List Configuration dialog box, click Help.
When you want to delete a saved flap list file, use the Purge Flap List Data, which is shown in Figure 21. Before you purge a flap list file, you can generate an HTML version of it.
Step 2 Select one or more Cisco CMTSs for which you want to show saved flap list files and click Show.
Step 3 For a complete description of each field in the Purge Flap List Data File dialog box, click Help.
CBT 3.0 interfaces with the Cisco CMTS to provide return path spectrum analysis, which is provided in the following tasks:
Each task is covered separately in the following sections.
To monitor power and noise levels for a selected modem or upstream port, use the Trace Window. As shown in Figure 22, the Trace Window shows the output that you would see in a spectrum analyzer. This output displays in the plot line of the Trace Window.
Table 2 shows several ways to work with data in the Trace Window.
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Keyboard Actions for Working with the Trace Window
To use the Trace Window to monitor power and noise levels for a selected modem or upstream port:
Step 2 Select an upstream or cable modem for which you want to monitor power and noise levels.
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Note To update the cable modem information on the selected CMTS instead of getting data from the cache, click Update CM Info. This real-time update varies according to how many modems are attached to the CMTS. If thousands of modems are attached to a CMTS, the update takes longer than if hundreds of modems are attached to the CMTS. |
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Tip When you select the resolution bandwidth (RBW), keep in mind that the smaller the RBW, the less variance and the more accurate the frequency is in the Trace Window is. Specifically, when a single-tone signal that resembles a noise burst appears in the Trace Window, the frequency of the signal gets shifted. This causes the frequency in the Trace Window to be different from the spectrum analyzer output. The variance in frequency increases as the resolution bandwidth increases. |
Step 3 Click Start. The Trace Window appears, as shown in Figure 22.
Step 4 To view the return path data and activate all options in the Trace Window, click one of the following buttons:
Step 5 For a complete description of each field in these dialog boxes, click Help.
To monitor power and noise levels, as you do in the Trace Window, while viewing the added dimension of time, use the Spectrogram. As shown in Figure 24, the Spectrogram shows the output that you would see in a spectrum analyzer.
In the Spectrogram, you see the following variables in one easy, 3-D view:
When you move your cursor over the spectrogram, the status bar at the bottom of the window displays the time, frequency, and power level for the current location. In the spectrogram, you can click Pause or Print at anytime.
To use the Spectrogram to monitor power and noise levels for a selected modem or upstream port over time:
Step 2 Select an upstream or cable modem for which you want to monitor power and noise levels over time.
|
Note To update the cable modem information on the selected CMTS instead of getting data from the cache, click Update CM Info. This real-time update varies according to how many modems are attached to the CMTS. If thousands of modems are attached to a CMTS, the update takes longer than if hundreds of modems are attached to the CMTS. |
Step 3 Click Start. The Spectrogram appears, as shown in Figure 24.
Step 4 For a complete description of each field in these dialog boxes, click Help.
To show the carrier-to-noise ratio for selected cable modems or upstream ports, use the CNR Analysis task. As shown in Figure 26, this information displays in the CNR Analysis dialog box, which lets you:
In the SPECTRUM.INI file, you:
In Figure 26, the CNRs for the selected modems fall into three categories:
For more information on the SPECTRUM.INI file, see "Parameters in the SPECTRUM.INI File".
To show the carrier-to-noise ratio for selected cable modems or upstream ports:
Step 2 Select one or more upstreams or cable modems for which you want to see the carrier-to-noise ratio.
|
Note To update the cable modem information on the selected CMTS instead of getting data from the cache, click Update CM Info. This real-time update varies according to how many modems are attached to the CMTS. If thousands of modems are attached to a CMTS, the update takes longer than if hundreds of modems are attached to the CMTS. |
|
Tip You specify an upper and lower threshold for carrier-to-noise ratios in the CNRCeiling and CNRFloor parameters of the SPECTRUM.INI file. If you want to specify different thresholds on an analysis-by-analysis basis, you can do that in the Upper Threshold and Lower Threshold text boxes. For more information on thresholds, see "Parameters in the SPECTRUM.INI File". |
Step 3 Click Start. The CNR Analysis dialog box appears, as shown in Figure 26.
Step 4 For a complete description of each field in these dialog boxes, click Help.
You can play back a saved Trace Window or CNR Analysis. This allows you to capture and preserve troubleshooting information and use it later.
Step 2 Select one or more MAC addresses for which you want to see a list of saved traces and click Start. The Trace Window Playback List dialog box appears, as shown in Figure 29.
Step 3 From the list of saved traces, select the one you want to play back and click Show. The Trace Window for the saved trace, as shown in Figure 22, appears.
|
Note To remove a saved Trace Window from the database, from the Utilities menu, choose Purge Saved Data, Spectrum Data. |
Step 4 For a complete description of each field in these dialog boxes, click Help.
Step 2 To select one or more MAC addresses for which you want to see a saved CNR Analysis, click Start. The CNR Analysis Playback dialog box appears, as shown in Figure 31.
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Note To remove a saved CNR Analysis from the database, from the Utilities menu, choose Purge Saved Data, Spectrum Data. |
Step 3 For a complete description of each field in these dialog boxes, click Help.
To see a list of clients that are currently using CBT's spectrum management tools, use the Clients task. The Clients feature is an effective tool that optimizes CBT's diagnostic capabilities by listing all in-process spectrum analyses in one place. By using the Clients task, technicians can troubleshoot collaboratively because multiple technicians can simultaneously:
When you choose the Clients task, the Spectrum Data Clients dialog box (Figure 32) appears.
In the Spectrum Data Clients dialog box, each row represents a spectrum analysis in process on a client machine. For each spectrum analysis in the list, you can:
As you work in the Spectrum Data Clients dialog box, you can click Refresh to update the information or Generate HTML to capture the information in a format that can be distributed easily outside of Cisco Broadband Troubleshooter. For example, you could send it as an attachment in a trouble-ticket system or email application.
To see a list of spectrum analyses in process on client machines:
|
Tip There can be limits on how many clients can use the spectrum management tools at one time. If you cannot access a spectrum management tool, such as the Trace Window, you can use the Clients task see how many spectrum analyses are in process. |
Step 2 For a complete description of each field in the Spectrum Data Clients dialog box, click Help.
This section provides directions to troubleshoot error messages for the following CBT components:
You can use the Poller, a separate Java application, to store provisioning information in CBT's local Sybase database. This database poller queries the CMTSs by using SNMP. If the Debug parameter in POLLER.INI is set to true, the Poller sends information to the Poller.log file in the following location:
|
Note See "Parameters in the POLLER.INI File" for an explanation of each parameter in POLLER.INI. |
The following output from Poller.log indicates that no router was found:
No router was found in the routers list file, myrouters, because of one of the following conditions:
To add routers in CBT, see "Adding Router Information".
The following output from Poller.log indicates that the login to the database failed:
The database login failure occurs because the database ran out of connections. That is, it tried to use more connections than it can support.
If the database ran out of connections, restart CBT to clear all existing database connections and start the database.
|
Note For directions on restarting CBT, see <Xref_Color>"Installing Cisco Broadband Troubleshooter" on. |
The following output from Poller.log indicates that an SNMP timeout has occurred:
The SNMP timeout occurs when the network connection to the router, or the router itself, is so busy that it cannot satisfy the request within the specified time.
If the SNMP timeout occurs too frequently, change the SNMP settings in the POLLER.INI file:
Step 2 Increase one or both of the following settings:
Step 3 To activate the new settings, restart the CBT server.
|
Tip Check for incorrect SNMP community strings, because an invalid community string for read/write will also result in an SNMP timeout. |
This section provides instructions to uninstall Cisco Broadband Troubleshooter on each supported platform.
Step 2 Insert the CBT 3.0 CD-ROM for Solaris into the CD-ROM drive.
Step 3 To change to the CBT Solaris directory, enter:
Step 4 To uninstall CBT, enter:
Start > Settings > Control Panel > Add/Remove Programs
Step 2 Select Cisco Broadband Troubleshooter.
Step 3 Click Remove.
Step 2 Insert the CBT 3.0 CD-ROM into the CD-ROM drive.
Step 3 To mount the CD, enter:
Step 4 To change to the CBT Linux directory, enter:
Step 5 To uninstall CBT, enter:
This section contains the README files for the following application program interfaces (APIs):
The sections that describe scripts and code provide the following information:
You can use a sample script written for various databases to retrieve subscriber or provisioning information from an external source. These scripts, that you can modify according to your needs, are in the README file in the following locations:
This section provides a printed copy of that README file, formatted for this user guide.
This file describes how to use scripts written against a Sybase database. The sybase directory contains sample scripts that you can modify to meet your needs. These scripts demonstrate how to:
After trying the sample scripts, you can tailor them for your database or any other external data source.
The following list describes the purpose of each script or file:
1. Modify insert_cmts.sql to insert a list of CMTSs and cable modems into the database.
2. Execute insert_cmts from the command line:
./insert_cmts
3. Modify subscriberinfo.txt to import subscriber information into CBT. For field descriptions, refer to online help for the Import Subscriber Data dialog box.
4. Start CBT. Log in as an Admin user.
5. Click Import Subscriber Data, enter the Subscriber Data File Location, and click Start.
6. Click Set External Interfaces.
7. Under Subscriber Information, select the Script radio button and enter the location of the get_subscriber filename (for example, /my_dir/get_subscriber) in the Script Location text box.
8. Under Provisioning Information, select the Script radio button and enter the location and the get_provision filename (for example, /my_dir/get_provision) in the Script Location text box.
./get_provision GET_PROVISION MAC 000216d5a0cf
OUT_DATA=PROVISION^172.22.85.10^172.22.127.26^
./get_provision GET_MAC IP 172.22.127.26
./get_subscriber GET_SUBSCRIBER MAC 000216d5a0cf
OUT_DATA=SUBSCRIBER^AccId=ID000006^Name=Name000006^Phone=6172300006^Address=175 West Tasman^ClassOfService=Policy000006^FiberNode=User A000006^
./get_subscriber GET_MAC PHONE 5106663152
OUT_DATA=MAC^000164ffeb95^000164ffc3c7^
./get_subscriber GET_ADDRESS MAC 000164ffc3c7^000164ffeb95^
OUT_DATA=ADDRESS^000164ffc3c7=170 West Tasman Drive,95134^000164ffeb95=170 West Tasman Drive,95134^
echo OUT_DATA=PROVISION^^172.22.85.10^^172.22.127.26^^
The following sample code is extracted from the get_subscriber script:
You can use an application that is running on an HTTP server to retrieve subscriber or provisioning information from an external source.
A sample application that you can modify according to your needs is in the README file in the following locations:
This section provides a printed copy of that README file, formatted for this user guide.
This file describes how to use Data Manager, a sample HTTP application. The HTTP directory contains this sample application that you can modify to meet your needs. Data Manager demonstrates how to:
This section lists the modules and files used in Data Manager, the sample HTTP application. For a description, refer to a specific module or file. To modify Data Manager to suit your needs, refer to the next section, "Modifiable Components in the Data Manager Application."
If create_tbls.sql is changed, the code for these functions must be changed accordingly.
If the provisioning and subscriber data tables reside in the same database, these two files must have identical information. In Data Manager, the provisioning and subscriber data is in two separate databases.
For both files, the following settings must be changed accordingly:
For more information, contact your local DBA.
start_dm—Starts the Data Manager HTTP application.
The current variable settings in start_dm are:
stop_dm—Stops the Data Manager HTTP application.
The following variable settings are in stop_dm:
For these three scripts (Makefile, start_dm, and stop_dm), the following properties must be updated according to the system environment:
For more information, check with your DBA.
1. Build class files and copy files to destination.
a. Start CBT. Log in as an Admin user.
b. Click Set External Interfaces.
c. Under Subscriber Information, select the HTTP radio button and enter the URL for the application in the URL Location text box:
5. Under Provision Information, select the HTTP radio button and enter the URL for the application in the URL Location text box:
Make sure there is connectivity between the machine and the Oracle database. A quick way to test this is to invoke Oracle's sqlplus application. For example, assume that the following settings are in Db-Vital.properties:
If there is no response or an error occurs, check the tnsnames.ora setting with your local DBA.
Make sure that JAVA_HOME in the Makefile points to the correct JAVA compiler.
The sample HTTP application was written to use the Oracle OCI protocol for communicating with the database. Oracle OCI requires machine-dependent libraries, so make sure that the path to the libraries is set correctly in Makefile.
This error occurs when port_num is changed in start_dm and stop_dm. To correct it, restart the program /opt/CSCOcbt/bin/start_dm
It is possible that some of the Oracle environment did not get set up correctly. To check this, review oracle.csh, update it as required, and source it. Then, run start_dm again.
1. Setup HTTP Connection to receive request from CBT (HttpManager.java)
2. Fetch message's header (HttpRequest.java):
3. Fetch message's body (HttpRequest.java):
4. Parse message (HttpObj.java):
5. Process message (HttpManager.java & DataManager.java):
6. Build a Post Http Response to return data to CBT (HttpResponse.java):
Cisco provides several ways to obtain documentation, technical assistance, and other technical resources. These sections explain how to obtain technical information from Cisco Systems.
You can access the most current Cisco documentation on the World Wide Web at this URL:
http://www.cisco.com/univercd/home/home.htm
You can access the Cisco website at this URL:
International Cisco websites can be accessed from this URL:
http://www.cisco.com/public/countries_languages.shtml
Cisco documentation and additional literature are available in a Cisco Documentation CD-ROM package, which may have shipped with your product. The Documentation CD-ROM is updated regularly and may be more current than printed documentation. The CD-ROM package is available as a single unit or through an annual or quarterly subscription.
Registered Cisco.com users can order a single Documentation CD-ROM (product number DOC-CONDOCCD=) through the Cisco Ordering tool:
http://www.cisco.com/en/US/partner/ordering/ordering_place_order_ordering_tool_launch.html
All users can order annual or quarterly subscriptions through the online Subscription Store:
http://www.cisco.com/go/subscription
You can find instructions for ordering documentation at this URL:
http://www.cisco.com/univercd/cc/td/doc/es_inpck/pdi.htm
You can order Cisco documentation in these ways:
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You can submit comments electronically on Cisco.com. On the Cisco Documentation home page, click Feedback at the top of the page.
You can send your comments in e-mail to bug-doc@cisco.com.
You can submit comments by using the response card (if present) behind the front cover of your document or by writing to the following address:
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For all customers, partners, resellers, and distributors who hold valid Cisco service contracts, the Cisco Technical Assistance Center (TAC) provides 24-hour, award-winning technical support services, online and over the phone. Cisco.com features the Cisco TAC website as an online starting point for technical assistance.
The Cisco TAC website (http://www.cisco.com/tac ) provides online documents and tools for troubleshooting and resolving technical issues with Cisco products and technologies. The Cisco TAC website is available 24 hours a day, 365 days a year.
Accessing all the tools on the Cisco TAC website requires a Cisco.com user ID and password. If you have a valid service contract but do not have a login ID or password, register at this URL:
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The online TAC Case Open Tool (http://www.cisco.com/tac/caseopen ) is the fastest way to open P3 and P4 cases. (Your network is minimally impaired or you require product information). After you describe your situation, the TAC Case Open Tool automatically recommends resources for an immediate solution. If your issue is not resolved using these recommendations, your case will be assigned to a Cisco TAC engineer.
For P1 or P2 cases (your production network is down or severely degraded) or if you do not have Internet access, contact Cisco TAC by telephone. Cisco TAC engineers are assigned immediately to P1 and P2 cases to help keep your business operations running smoothly.
To open a case by telephone, use one of the following numbers:
Asia-Pacific: +61 2 8446 7411 (Australia: 1 800 805 227)
EMEA: +32 2 704 55 55
USA: 1 800 553-2447
For a complete listing of Cisco TAC contacts, go to this URL:
http://www.cisco.com/warp/public/687/Directory/DirTAC.shtml
To ensure that all cases are reported in a standard format, Cisco has established case priority definitions.
Priority 1 (P1)—Your network is "down" or there is a critical impact to your business operations. You and Cisco will commit all necessary resources around the clock to resolve the situation.
Priority 2 (P2)—Operation of an existing network is severely degraded, or significant aspects of your business operation are negatively affected by inadequate performance of Cisco products. You and Cisco will commit full-time resources during normal business hours to resolve the situation.
Priority 3 (P3)—Operational performance of your network is impaired, but most business operations remain functional. You and Cisco will commit resources during normal business hours to restore service to satisfactory levels.
Priority 4 (P4)—You require information or assistance with Cisco product capabilities, installation, or configuration. There is little or no effect on your business operations.
Information about Cisco products, technologies, and network solutions is available from various online and printed sources.
http://www.cisco.com/en/US/products/products_catalog_links_launch.html
http://www.cisco.com/go/packet
http://www.cisco.com/go/iqmagazine
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Posted: Mon Aug 18 11:51:25 PDT 2003
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