Troubleshooting

Troubleshooting Tools

Collecting Server Information

Viewing Process Failures

Collecting Self-Test Information

Checking Files and Directories After Installation

Understanding Installation Error Messages

Failing to Delete a Package During Uninstallation

Accessing the Y2K Compliance Assessment Tool Server

Stopping and Restarting the Server

Setting Up the Browser

Adding and Importing Device Information

Adding Device Information

Importing Device Information

Gathering Server Information

Troubleshooting

This appendix provides troubleshooting information for Y2K Compliance Assessment Tool and contains the following sections:

Troubleshooting Tools

Y2K Compliance Assessment Tool provides several troubleshooting options that are accessible from the navigation tree. To access these tools, select Admin > Troubleshooting.

Collecting Server Information

You can gather troubleshooting information about the status of the server using the Collect Server Info option.

To collect server information, follow these steps:

Step 1 Select Admin > Troubleshooting > Collect Server Info. The Collect Server Info dialog box appears.

Step 2 Select a report from the Reports history list.

Step 3 Click Display.

The report displays, showing information such as the product database, the operating system, and disk utilization statistics.

Step 4 To create a new report, click Create. The new report appears in the Reports history list.

Note It might take up to 5 minutes to collect the information.

Step 5 To delete reports, select them from the Reports history list, then click Delete.

Viewing Process Failures

You can check for potential failures of the back-end server processes using the Process Failures option.

The Process Failures table provides you with only two possible states for the failure:

Failed to run---the process exited or sent a failed message.
Administrato r has shut down the server---the administrator or another program has shut down the process.

To view process failures, follow these steps:

Step 1 Select Admin > Troubleshooting > Process Failures.

Table 6-1 describes the columns that the Process Failures table displays.

Table 6-1: Viewing Process Failures

Column	Description
Process Name	Name of the process.
State	Process status. Failed to run or Administrator has shut down this server.
Pid	Process ID. A unique key by which the operating system identifies all running programs.
RC	Return code. "0" indicates normal program operation. Any other number typically represents an error. Refer to the error log.
Signo	Signal number. "0" indicates normal program operation. Any other number is the last signal delivered to the program before it terminated.
Start Time	Time and date the process was started.
Stop Time	Time and date the process was stopped.
Core	"Not applicable" means the program is running normally. "CORE FILE CREATED" means the program is not running normally and the operating system has created a file called a core file. The core file contains important data about the process failures.
Information	Reason for the failure. "Not applicable" means the program is not running normally.

Step 2 Click any process name to see details. The Process Details table appears.

Click Back to return to the Process Failures table.

Step 3 Click any process state to see the System Log. The System Log appears.

Click Back to return to the Process Failures table.

Step 4 Click Update at any time to refresh the fields.

Collecting Self-Test Information

You can rerun self-tests and generate a report with the results using the SelfTest option. To collect self-test information, follow these steps:

Step 1 Select Admin > Troubleshooting > SelfTest. The Server Selftest Info dialog box appears.

Step 2 To rerun self-tests and generate a report, click Run Tests. The tests are run and a report appears in the Reports history list.

Note It might take up to 5 minutes to run the tests.

Step 3 Select the report from the Reports history list.

Step 4 Click Display. The report is displayed, showing whether the tests passed or failed.

Step 5 To delete reports, select them from the Reports history list, then click Delete.

Checking Files and Directories After Installation

If you encountered problems while installing Y2K Compliance Assessment Tool, make sure the following directories have been installed in the /opt/CSCOpx/ directory (or the directory you specified for the installation):

bin/
cgi-bin/ (programs run by the web server)
collect/
conf/ (configuration files)
etc/ (Y2K Compliance Assessment Tool system files)
example/ (sample import files)
htdocs/ (web server files)
lib/
man/ (manual pages)
objects/ (Y2K Compliance Assessment Tool subsystems)
selftest
upgrade/ (MIB upgrades)
www/

In addition, the following files should have been added to the /etc directory:

rc2.d/K90dmgtd
init.d/dmgtd
rc3.d/S10dmgtd
rc.config.d/CiscoRMCtrl

The Y2K Compliance Assessment Tool installation tool installed the following directories in the
/opt/CSCOpx/objects directory (or the directory you specified for the installation):

cmf (Common Management Framework)
db (Y2K Compliance Assessment Tool database)
dmgt (daemon management)
inventory (Inventory)
perl (Y2K Compliance Assessment Tool perl interpreter and libraries)
share (shared program files)
tcltk (web administration)
util (utility programs and scripts)
web (web server process and utilities)

Understanding Installation Error Messages

After making sure the correct files are installed, check the /var/tmp/ciscoinstall.log file for installation errors. The following types of installation error messages might appear:

Information messages, which give you important details
Warning messages, which indicate that something might be wrong with a particular process but the process will complete
Error messages, which indicate that a particular process could not complete

Table 6-2 shows error messages that might occur during installation and describes the reasons for the errors:

Table 6-2: Installation Error Messages

Error Message	Reason for Error	User Action
<sub-package> did not install.	The specified package did not install correctly.	Verify that you have enough disk space and reinstall Y2K Compliance Assessment Tool as explained in the "Installing the Y2K Compliance Assessment Tool" chapter.
Error: base package: <name> did not install. Exiting.	Something prevented the base package from installing.	Contact your technical support representative.
pkgchk <pkg_name> failed.	The Solaris package validation tool (pkgchk) found a problem with the specified directory.	Reinstall Y2K Compliance Assessment Tool. Contact your technical support representative if you still encounter this error.
cd <dir_name> failed. Applications not installed.	Program could not change to the application directory.	Contact your technical support representative.
WARNING: RAM in system is $RAM. $MIN_RAM recommended.	Your system has less than the recommended memory.	Add memory to your system.
WARNING: SWAP in system is less than 2x RAM.	Your system has less than the recommended swap space, which is two times the RAM.	Increase swap space.
ERROR: You must be root to run Solaris install. Exiting.	You did not log in as root. The installation is terminated.	Log in as root and enter the correct root password.
Insufficient disk space in /var/adm.	/var/adm must have at least 5 MB of available disk space.	Make at least 5 MB of disk space available on /var/adm, then run the installation program again.
Insufficient disk space in /var/tmp.	/var/tmp must have at least 1 MB of available disk space.	Make at least 1 MB of disk space available on /var/tmp, then run the installation program again.
Insufficient disk space on any local volume.	The installation program requires that a local volume with sufficient disk space on which to install the product exists.	Make at least 250 MB of disk space available on a local disk volume.

Failing to Delete a Package During Uninstallation

If you try to remove the Y2K Compliance Assessment Tool but the uninstallation program fails to delete a package, try running the uninstallation program again. There are several circumstances that can cause a package not to uninstall successfully. Usually running the uninstallation program again will remove it.

Accessing the Y2K Compliance Assessment Tool Server

The Y2K Compliance Assessment Tool server uses the default port 80, which is normally used by web servers. If you receive an error message stating an existing web server is already configured to run on port 80, and the alternative port 1741 is used instead, make sure you enter the correct URL for the server:

http://server_name:1741

where server_name is the name of the machine where the Y2K Compliance Assessment Tool was installed, and 1741 is the alternative port on which Y2K Compliance Assessment Tool is installed if port 80 was already in use.

Use the following command to make sure your server is running:

ping server_name

If you get a message that the server is "alive," and get a proxy error when you try to connect to the server, make sure the proxy is set up correctly. If your server is configured to use a proxy server outside the firewall (specified in Netscape Navigator under Options > Network Preferences > Proxies), you will get proxy errors if you have incorrectly configured the proxy to ignore requests to a certain machine, set of machines, or domain.

Your proxy is set up incorrectly if you encounter any of the following errors:

You receive an error message that you are using a proxy outside the firewall.
The proxy server recognizes www-int as an internal server, so it does not proxy requests to that server.
You set up a new internal server, www-nms, but when you make a request to the proxy server, it does not recognize www-nms as an internal server and proxies the request.
The proxy server outside the firewall tries to request data from a server inside the firewall, and the request is blocked.
You get a "Connection Refused" error from the proxy server.

Stopping and Restarting the Server

To stop and restart the Y2K Compliance Assessment Tool server, follow these steps:

Step 1 To stop the server, enter the following command as root:

# /etc/init.d/dmgtd stop

Step 2 To restart the server, enter the following command as root:

# /etc/init.d/dmgtd start

Setting Up the Browser

If the Y2K Compliance Assessment Tool buttons do not work, you have not enabled Java and JavaScript. Enable Java and JavaScript as described in the "Installing the Y2K Compliance Assessment Tool" chapter, "Configuring Client Systems" section.

Make sure your cache is not set to zero. If you experience browser problems, increase your cache settings as explained in the "Installing the Y2K Compliance Assessment Tool" chapter, "Configuring Client Systems" section. Do not run multiple copies of Netscape Navigator on Solaris.

Do not resize the browser window while the desktop or main page is still loading. This can cause a Java error.

Adding and Importing Device Information

This section describes some problems that might occur when you attempt to add or import device information.

Adding Device Information

If you added a device using Admin > Inventory > Add Devices and the Add/Import Status Summary dialog box shows that the device status has not changed from pending within 15 minutes, check the status of all processes to ensure that they are running normally, as explained in the following steps:

Step 1 To view the latest device status information, in the Add/Import Status Summary dialog box (Admin > Inventory > Import Status), click Update.

Step 2 To determine if the DIServer process is running, select Admin >
System Admin > Process Status. (The DIServer is the process responsible for validating devices and changing their status from pending.)

Even if the DIServer process has the state Running Normally, it might be in an error state. You need to stop and restart it by following these steps:

(a) To stop the DIServer process, select Admin > System Admin > Stop Process. The Stop Process dialog box appears.

(b) Click the Process radio button.

To restart the DIServer process, follow these steps:

(a) From the System Admin folder, click Start Processes. The Start Process dialog box appears.

(b) Click the Process radio button.

Step 3 Return to the Add/Import Status Summary screen by selecting Inventory > Import Status, then click Update. The device status should change to managed within a couple of minutes.

Importing Device Information

If you have difficulty importing device information, try increasing the SNMP timeout setting. Refer to the online help for more information.

Gathering Server Information

The Y2K Compliance Assessment Tool contains a utility that can help you troubleshoot server problems. You can obtain information about the Y2K Compliance Assessment Tool server in one of two ways:

Select Admin > Troubleshooting > Collect Server Info. The Collect Server Information dialog box appears. Click Display, and the server information will be collected into the /var/tmp/px_status.info file.
Enter the following command:

# /opt/CSCOpx/bin/collect.info

: where /opt is the directory where you installed the Y2K Compliance Assessment Tool.
: A px_status.info file is created in the /var/tmp directory. If the file is not created, make sure you are logged in as root and that you have set up the environmental variables as described in the "Installing the Y2K Compliance Assessment Tool" chapter, "Setting Environmental Variables" section.

Send this file to Cisco via e-mail if directed to do so by your technical support representative.

Note The Technical Assistance Center (TAC) supports Cisco-provided code only. If you add cgi-bin programs or HTML files, or if you otherwise alter the Y2K Compliance Assessment Tool server, the TAC cannot help you.

Table of Contents

Troubleshooting