Table Of Contents
FAQs and Troubleshooting Information for the CiscoWorks Hosting Solution Engine 1.9 and Hosting Solution Software 1.9
General FAQs and Troubleshooting
General FAQs
General Troubleshooting
Monitor FAQs and Troubleshooting
Monitor FAQs
Configure FAQs and Troubleshooting
Configure FAQs
Configure Troubleshooting
Reports FAQs and Troubleshooting
Reports FAQs
Reports Troubleshooting
Devices FAQs and Troubleshooting
Devices FAQs
Devices Troubleshooting
Administration FAQs and Troubleshooting
Administration FAQs
Administration Troubleshooting
FAQs and Troubleshooting Information for the CiscoWorks Hosting Solution Engine 1.9 and Hosting Solution Software 1.9
This FAQ and Troubleshooting document consists of the following sections:
•
General FAQs and Troubleshooting
• Monitor FAQs and Troubleshooting
• Configure FAQs and Troubleshooting
• Reports FAQs and Troubleshooting
• Devices FAQs and Troubleshooting
• Administration FAQs and Troubleshooting
Each section provides suggestions for troubleshooting the Hosting Solution product components. If the suggestions do not resolve the error, check the release notes for possible workarounds, or contact the Cisco Technical Assistance Center or your customer support.
General FAQs and Troubleshooting
General FAQs
• Can several users be logged on and managing the same device or service at once?
• How can I search for a device or service object?
• Which ports and protocols does the Hosting Solution system use?
• After running the reinitdb command on the Hosting Solution system, the roles and domains I created have been deleted. Is this a bug? The program restarts with the views, devices, and users still listed in interface.
• Is there a way to export a desired Hosting Solution system configuration setup to another Hosting Solution system so that the setup does not have to be completed from the beginning?
• In the Security Authentication section, does the MS NT Domain choice support Active Directory Services?
• What happens if the Hosting Solution filesystem gets full for some reason? How will that be apparent to us?
• How can a Hosting Solution system learn of a configuration change on a CSM faster?
• When you make changes using the Hosting Solution system to configure a VIP, port, etc., does it automatically save the device configuration?
• When I telnet to the Hosting Solution system CLI, I get booted, and cannot login in. What is the problem?
• What are the requirement for Hosting Solution system usernames and passwords?
• Can the Hosting Solution system send traps, syslog messages, or emails?
• When I log into the Hosting Solution system, I can only see the top banner with empty content.
• My CLI connection to the Hosting Solution system terminates after idle timeout. How do I disable it?
Q. Can several users be logged on and managing the same device or service at once?
A. Yes, up to 10 users can view data and reports on the same device or service. More than one user can update device credential or provisioning information, but the last write will overwrite the others.
Q. How can I search for a device or service object?
A. Use your browser's search function for Hosting Solution configure, view, and report pages. For example, in Netscape, choose Edit > Find in This Page. In Internet Explorer, choose Edit > Find.
Q. Which ports and protocols does the Hosting Solution system use?
A. The Hosting Solution system uses the following ports and protocols. Table 1 lists the ports used by the Hosting Solution system, and Table 2 lists the ports hosted by the Hosting Solution system.
Table 1 Ports Used by the Hosting Solution System
Destination
Port Number
|
Protocol and Hosting Solution System Service
|
TCP 22
|
SSH—IOS access point configuration
|
TCP 23
|
TELNET—IOS access point configuration
|
TCP 25
|
SMTP—fault notification
|
TCP 80
|
HTTP—non-IOS (VxWorks) access point configuration
|
TCP 9851
|
WHISK—repository for upgrading Hosting Solution software
|
UDP 161
|
SNMP—discovery, monitoring, inventory, configuration of access points
|
UDP 162
|
SNMPTRAP—fault notification
|
UDP 514
|
SYSLOG—fault notification
|
Table 2 Ports Hosted by Hosting Solution System
Destination
Port Number
|
Protocol and Hosting Solution System Service
|
Source
|
TCP 22
|
SSH—Hosting Solution system Secure Shell
|
SSH Client
|
TCP 443
|
HTTPS—Hosting Solution system secure Web port
|
Client browser
|
TCP 1741
|
HTTP—Hosting Solution system Web port
|
Client browser
|
Q. After running the reinitdb command on the Hosting Solution system, the roles and domains I created have been deleted. Is this a bug? The program restarts with the views, devices, and users still listed in interface.
A. The reinitdb command only reinitializes the Hosting Solution system database. The device seed and user-defined views are stored in configuration files and are not deleted. When the Hosting Solution system restarts, it starts Discovery to recreate all device information. Any users with CLI access have their information stored in flash and are not deleted by reinitdb. However, user role and domain information, which is stored in the database, is reinitialized and must be reentered after running reinitdb.
Q. Is there a way to export a desired Hosting Solution system configuration setup to another Hosting Solution system so that the setup does not have to be completed from the beginning?
A. Use the backup command on one Hosting Solution system, then use the restore command to load the configuration to a different Hosting Solution system.
Q. In the Security Authentication section, does the MS NT Domain choice support Active Directory Services?
A. Beginning with release 1.9, the Hosting Solution product supports Active Directory authentication via LDAP (Administration > Setup > Authentication Module > ActiveDirectory thru LDAP). See the online help for information on configuring the Hosting Solution system and the Active Directory server for authentication.
Q. What happens if the Hosting Solution filesystem gets full for some reason? How will that be apparent to us?
A. Normally this should not happen. The databases and logs periodically get purged or older data is overwritten.
Q. How can a Hosting Solution system learn of a configuration change on a CSM faster?
A. Use the discoverycntrl poll time command. The time controls how often the Hosting Solution system polls for device configuration changes. The Hosting Solution system processes server state transition SNMP traps and updates the information properly. The Hosting Solution system must be added as the SNMP server on the devices.
Q. When you make changes using the Hosting Solution system to configure a VIP, port, etc., does it automatically save the device configuration?
A. When you make configuration changes or additions to VIPs, etc., the Hosting Solution system does NOT save the configuration on the CSM or other devices by default. In the Hosting Solution system, you need to use the Save Device Configuration button (Configure > Configuration).
Q. When I telnet to the Hosting Solution system CLI, I get booted, and cannot login in. What is the problem?
A. Telnet is disabled by default for security reasons. SSH is enabled by default. Telnet can be enabled from Administration > Setup > SSH and Telnet.
Q. What are the requirement for Hosting Solution system usernames and passwords?
A. Usernames can be up to 32 characters long and you can use alphanumeric characters and other characters as described in Naming Guidelines in the online help and user guide. Passwords are 5 to 8 characters long, and you can use the alphanumeric characters plus the underscore (_). Both are case-sensitive.
Q. Can the Hosting Solution system send traps, syslog messages, or emails?
Beginning with 1.8.2, the Hosting Solution product supports sending traps, syslog messages, and emails for faults in addition to scheduled report emails. This functionality was not available in version 1.8 or 1.8.1. To make use of this feature:
1. Configure Threshold Settings (Monitor > Threshold Settings).
2. Configure your mail server (Administration > Setup > Mailroute).
3. Set up email notification (Reports > Email Scheduler).
Q. When I log into the Hosting Solution system, I can only see the top banner with empty content.
A. This is likely due to an internal error in the Tomcat process on the Hosting Solution system. Restart the Tomcat process by selecting Administration > Diagnostics > Processes.
Q. My CLI connection to the Hosting Solution system terminates after idle timeout. How do I disable it?
A. For security reasons, we do not recommend keeping a CLI session unattended for a long time. An idle timeout can be disabled by stopping the HSEIdleServer process in Administration > Diagnostics > Processes.
General Troubleshooting
• You cannot log into the system.
• The system cannot connect to the network.
• You cannot connect to the system by entering its IP address in a Web browser.
• The system time or date is incorrect.
• The system cannot boot from the hard drive during a reboot.
• You cannot connect to the system using Telnet or Telnet interaction, even though the system is connected to the network.
Symptom You cannot log into the system.
Possible Cause
•You did not run the setup program to create an initial system configuration.
•You lost all the user account passwords.
Recommended Action
Step 1 Did you run the setup program after booting the system for the first time?
If no, run the setup program as described in the Installation Guide.
If yes, continue.
Step 2 Do you know the password for any system user accounts?
If no, reconfigure the system to create a new user account. See the Installation Guide section on recovering passwords for more information.
If yes, continue.
Step 3 If you are certain you entered a valid username and password, contact Cisco's Technical Assistance Center for assistance.
Symptom The system cannot connect to the network.
Possible Cause
•The network cable is not connected to the Ethernet 0 port or is faulty.
•The Ethernet 0 interface is disabled or misconfigured.
•The system is configured correctly, but the network is down or misconfigured.
Recommended Action
Step 1 Verify that the network cable is connected to the Ethernet 0 port and that the Ethernet indicator is lit.
•If the network cable is not connected, connect it.
•If the network cable is connected but the Ethernet indicator is not lit, these are the probable causes:
–The network cable is faulty.
–The network cable is the wrong type (for example, a cross-over type, rather than the required straight-through type).
–The port on the default gateway to which the system connects is down.
If the network cable is connected and the Ethernet indicator is on but the system cannot connect to the network, continue.
Step 2 Use the ping command to perform the following tests:
a. Try to ping a well-known host on the network. A DNS server is a good target host.
If the ping command gets a response, the system is connected to the network. If it cannot connect to a particular host, the problem is either with the network configuration or that host. Contact your network administrator for assistance.
If the ping command does not get a response, continue.
b. Attempt to connect to another host on the same subnet as the system.
If the ping command can connect to a host on the same subnet, but cannot connect to a host on a different subnet, the default gateway is probably down.
If the ping command cannot connect to any hosts, continue.
Step 3 Use the show interfaces CLI command to determine if the Ethernet 0 interface is disabled or misconfigured.
If the Ethernet 0 interface is disabled, enable it. If it is misconfigured, configure it correctly. For more information, see the installation guide.
If the interface is enabled and correctly configured, continue.
Step 4 Contact your network administrator to verify that there are no conditions on the network that prevent the system from connecting to the network.
If conditions prevent the system from connecting to the network, have your network administrator correct them.
Step 5 If no conditions are preventing the system from connecting to the network, contact Cisco's Technical Assistance Center.
Symptom You cannot connect to the system by entering its IP address in a Web browser.
Possible Cause
•The system cannot connect to the network.
•HTTP is not enabled.
•The client system is not configured. See the installation guide for web browser information.
Step 1 Make sure that the system can connect to the network by following the procedure in The system cannot connect to the network.. Attempt to connect the system using a Web browser.
If you cannot connect, continue.
Step 2 Verify that HTTP is enabled. For more information, see the installation guide for information on configuring ports.
Step 3 Verify that the browser is configured correctly, and try to connect to the Hosting Solution system. If you cannot connect, continue.
Step 4 At the system console, or through Telnet, verify that the Web server and Tomcat processes are running by entering the following:
# services status
If they are running, continue. If they are not running, go to Step 6.
Step 5 Stop the system services by entering the following:
# services stop
Step 6 Restart the system services by entering the following:
# services start
Step 7 Try to connect the system using a Web browser.
If you cannot connect, continue.
Step 8 Reboot the system by entering the reload command.
For more information about the reload command, see the user guide or the product online help.
Step 9 If you still cannot connect to the system using a Web browser, contact Cisco's Technical Assistance Center for assistance.
Symptom The system time or date is incorrect.
Possible Cause
•NTP is misconfigured.
•The system clock is set incorrectly.
Recommended Action Configure the clock in the Hosting Solution interface by selecting
Administration > Setup > Time. For more information, refer to the online help.
Symptom The system cannot boot from the hard drive during a reboot.
Possible Cause
•The disk has a physical error.
•The disk image is corrupted.
Recommended Action If the system cannot boot from the hard drive, the hard drive needs to be
reimaged. To reimage the system, do one of the following:
•Use the Recovery CD to reimage your system.
•Download the image from Cisco.com and burn your own CD.
•Use the CD that was used for the original installation.
For more information, see the installation guide.
Symptom You cannot connect to the system using Telnet or Telnet interaction, even though the system is
connected to the network.
Possible Cause
•Telnet is disabled or configured incorrectly.
•The system cannot recognize hostnames.
Note If you are not using name recognition, slow or nonexistent Telnet interaction is an expected problem. For more information on name resolution, see the installation guide.
Recommended Action If the problem is not the network, perform the following steps. Connect to the
console port if you cannot Telnet to the Hosting Solution system.
Step 1 Check the Telnet settings to be sure Telnet is enabled and configured correctly. For more information, see the following:
•To check the Telnet settings, or to enable or disable Telnet on specific domains or IP addresses, see the command reference in online help.
•To enable or disable Telnet on individual ports, see the command reference in online help.
Step 2 If you have specified hosts using the telnetenable CLI command, make sure the host from which you are attempting to Telnet is on the list.
Step 3 If you are using a DNS server, perform the following steps:
a. Configure the system to use a functioning DNS server by entering:
# ip name-server ip-address
where ip-address is the IP address of the DNS server.
If you are using the import CLI command, proceed to Step 4.
b. Verify that the system can get DNS services from the network by entering the following command:
# nslookup dns-name {hostname | ip-address}
where dns-name is the DNS name of a host on the network that is registered in DNS and hostname and ip-address are the same name and IP address specified in Step 2. The command returns the IP address of the host.
c. If the system cannot resolve DNS names to IP addresses, the DNS server it is using is not working properly.
Resolve the network DNS problem, then continue.
Step 4 If you are using the import CLI command to resolve hostnames, verify that the Hosting Solution system can resolve hostnames by entering the following command:
ping hostname
where hostname is a hostname that has been mapped to an IP address, or imported in a host file using the import command.
Step 5 If the system can resolve DNS names to IP addresses but you still cannot connect to the system using Telnet or Telnet interaction with the system is extremely slow, contact Cisco's Technical Assistance Center.
Monitor FAQs and Troubleshooting
Monitor FAQs
Q. Where can I view fault data in Hosting Solution system 1.9?
A. Fault reporting was removed from the Hosting Solution product in release 1.8.
Configure FAQs and Troubleshooting
Configure FAQs
• Does the Hosting Solution system support CSS full redundancy and CSS partial redundancy?
• Where does the Hosting Solution system store the information about device status? How does it get status information?
• What do I do if a service chassis and the Configure tree have inconsistent real server IP address information?
Q. Does the Hosting Solution system support CSS full redundancy and CSS partial redundancy?
A. The Hosting Solution product version 1.9 supports only CSS full redundancy and not CSS partial redundancy.
Q. Where does the Hosting Solution system store the information about device status? How does it get status information?
A. The Hosting Solution system stores configuration information in a database. When you click the Status button (Configure > Configuration), the Hosting Solution system sends an SNMP query to the system. It also updates the database after the query. If you suspect problems, try running Discovery which runs an SNMP query on all SLB entities (Devices > Device Management > Discovery > Run Discovery Now).
Q. What do I do if a service chassis and the Configure tree have inconsistent real server IP address information?
A. Use the CLI servicechassis fixup command to add or remove service chassis objects based on all real server IP addresses in the system.
servicechassis fixup
After using the servicechassis fixup command, run Discovery (Devices > Device Management > Discovery > Run Discovery Now) to obtain accurate information for the Hosting Solution system.
Configure Troubleshooting
• A service appears, but no longer exists on a device.
• Select a device, click Activate and nothing happens.
• After clicking Update, you do not see the correct state of the services that you just provisioned.
• A Content Services Switch service cannot be activated or suspended.
• The Hosting Solution system does not receive CSM traps from the chassis.
Symptom A service appears, but no longer exists on a device.
Possible Cause At the time of verification, the service could not be found; the Hosting Solution
system and service are not synchronized.
Recommended Action Select Devices > Device Management > Discovery > Run Discovery Now to
run Discovery.
Symptom Select a device, click Activate and nothing happens.
Possible Cause The connection failed or timed out.
Recommended Action Wait a few minutes and click Activate again. Make sure the device is up.
Symptom After clicking Update, you do not see the correct state of the services that you just provisioned.
Possible Cause The database is out of sync with the device configuration or the operation failed, but
failed to return correct error state.
Recommended Action Check the state of the HSEANI server by selecting Administration >
Diagnostics > Processes.
If the HSEANI server is operational, then rediscover the device by selecting Administration > Device Management > Discovery > Run Discovery Now.
Symptom A Content Services Switch service cannot be activated or suspended.
Possible Cause
•The read community string for that device is not set or has been changed on the Hosting Solution system.
•The write community string for that device is not set or has been changed on the Hosting Solution system.
Recommended Action
•Enter the read community string by selecting Devices > Device Manager > SNMP Settings.
•Enter the write community string by selecting Devices > Device Manager > SNMP Settings.
Symptom The Hosting Solution system does not receive CSM traps from the chassis.
Possible Cause The Hosting Solution system automatically configures the chassis to send it traps but
the number of hosts the chassis can send traps to is limited to 5. If there are already 5 hosts
configured, then the Hosting Solution system is not added to the host list.
Recommended Action Manually add the IP address of the Hosting Solution system using the CLI
command snmp-server host hssIP public slb where hseIP is the IP address of the Hosting
Solution system.
Reports FAQs and Troubleshooting
Reports FAQs
• In the Email Scheduler, why can't I select devices for the TopN reports?
• When is the device information gathered for the reports?
Q. In the Email Scheduler, why can't I select devices for the TopN reports?
A. There is no device selector in the TopN because, by definition of TopN reports, the results will take into account all devices.
Q. When is the device information gathered for the reports?
A. After the report is enabled, the devices are polled every five minutes. The device information is aggregated every hour.
Reports Troubleshooting
• Email is not being sent.
• A device does not show up in the reports.
Symptom Email is not being sent.
Possible Cause Mailroute has not been configured.
Recommended Action Configure mailroute from the Hosting Solution system by selecting
Administration > Setup > Mailroute. For more information, refer to the online help.
Symptom A device does not show up in the reports.
Possible Cause The device was discovered after the report was enabled and therefore does not appear
in the report.
Recommended Action Add the new device to the report so that the Hosting Solution system can start
collecting report information for that device. For more information, refer to the online help.
Devices FAQs and Troubleshooting
Devices FAQs
Q. Is CDP enabled or disabled on the Hosting Solution system?
A. CDP (Cisco Discovery Protocol) is disabled by default for performance reasons. You can add devices manually to avoid performance delays.
Devices Troubleshooting
• Some devices are not discovered.
• Added devices do not show up in the device management window.
• The Refresh buttons on the browser do not work.
Symptom Some devices are not discovered.
Possible Cause
•The community strings are set incorrectly.
•SNMP is not enabled on the device.
•If the device is a LocalDirector or PIX firewall device, the SNMP server host is not set on the device.
•The time-out session is too short.
•The retry number is too low.
•The device is not set as a seed.
Recommended Action
•Verify that the community strings are set correctly.
•Ensure IP addresses are entered for all devices.
•Make sure the SNMP settings include the appropriate number of colons.
•Confirm that there are no blank lines at the end of the entries.
•Enable SNMP on the device.
•Set the SNMP-Server Host on the LocalDirector or PIX firewall device.
•Increase the time-out session.
•Increase the number of retries.
•Add the device as a seed.
Symptom Added devices do not show up in the device management window.
Possible Cause
•Discovery is not complete. Select Devices > Device Management > Discovery to view discovery status.
•The device credentials were not configured correctly.
•The device is not reachable.
Recommended Action
•Wait a few minutes, then refresh the Device Manager window by clicking Refresh (Devices > Device Management > Device Manager).
•Select the device and configure credentials.
•Ping the device to verify connectivity.
Symptom The Refresh buttons on the browser do not work.
Possible Cause Not applicable.
Recommended Action To refresh, click Refresh in the Device Manager window (Devices > Device
Management > Device Manager).
Administration FAQs and Troubleshooting
Administration FAQs
• Why can't I change the CLI access?
• How can I troubleshoot device problems?
Q. Why can't I change the CLI access?
A. You can not remove or change the CLI access of the System Administrator. If you are trying to change the CLI access to a higher level (to a non-System Administrator), you must change the password.
Q. How can I troubleshoot device problems?
A. Check the log files and processes to be sure the problem does not exist in the application.
Procedure
Step 1 Select Administration > Diagnostics > Log Files.
Step 2 Select the provision.log check box, then click Email.
Step 3 Enter the email address and message, then click Send. An email containing the log files is sent.
Step 4 Review the email and perform any device configuration changes to resolve the device problems. For example, you may need to change the SNMP timeout on the device if you are receiving timeout errors on the device.
Step 5 To check processes, select Administration > Diagnostics > Processes.
Administration Troubleshooting
• I get an error message when trying to delete a user.
• I get an error message when trying to backup the Hosting Solution system.
• I get an error message when trying to create a password.
• I can't change the CLI access.
• The system time or date is incorrect.
Symptom I get an error message when trying to delete a user.
Possible Cause You are trying to delete a user that does not exist or your user role does not allow
access.
Recommended Action Select an existing user from the list of users, or enter an existing user name, then
click Delete. If needed, ask your system administrator for detailed username and password
information.
Symptom I get an error message when trying to backup the Hosting Solution system.
Possible Cause The backup location is not configured.
Recommended Action Configure the backup location from the Hosting Solution product by selecting
Administration > Software > Configure Backup/Restore. For more information, refer to the
online help.
Symptom I get an error message when trying to create a password.
Possible Cause The password must be a minimum of 5 characters and a maximum of 20 characters.
Recommended Action Change the password to comply with the requirements. Refer to the online help
for more information.
Symptom I can't change the CLI access.
Possible Cause You are trying to remove CLI access from the predefined System Administrator user.
Recommended Action None. The predefined System Administrator role cannot be deleted or modified.
Possible Cause You are changing the CLI access to a higher level.
Recommended Action You must change the password.
Symptom The system time or date is incorrect.
Possible Cause
•NTP is misconfigured.
•The system clock is set incorrectly.
Recommended Action Configure the clock from the Hosting Solution interface by selecting
Administration > Setup > Time. For more information, refer to the online help.
FAQ and Troubleshooting Guide for the CiscoWorks Hosting Solution Engine 1.9 and Hosting Solution Software 1.9
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