Troubleshooting

This chapter contains the following sections:

Step 1   Test the IP connectivity.

(a) Ping the device by its name as well as by its IP address.

(b) If you can ping the device by its IP address but not its resolved name, it indicates a problem with the name resolution. Consult your system administrator for assistance in resolving this problem.

Step 2   Open a Telnet session to the device and verify the community strings.

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Note For procedures about displaying community strings, refer to the device manual.

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I received an error message that CiscoView was unable to display a device. What does this indicate and how should I resolve it?

This message indicates one of the following conditions:

• The SNMP agent is not set in the device.
  
  

  You can still ping the device from the management station.

• You entered an incorrect community string.
  
  

  To change the community string:

(a) Select Preferences from the CiscoView main menu.

The User Preferences dialog box appears.

(b) Click on the Community tab, and enter the correct community string in the fields provided.

• The management station is unable to ping the device.
  
  

  This indicates a network problem that must be corrected for CiscoView to work properly.

• The timeout value is too low.
  
  

  To change the timeout value:

(a) Select Preferences from the Cisco View main menu.

The User Preferences dialog box appears.

(b) Enter a new timeout value in the SNMP Timeout (sec) field.

Doubling the existing timeout value is a good starting point.

• The device package is not up to date.
  
  

  Check your device package and compare the date on the device package to the CCO device package version. Upgrade your device package to the latest version, if required.

• The device package is not installed.
  
  

  Go to CCO and install the device package. For device package installation instructions, see CiscoWorks Windows 5.0 Installation Instructions.

I am unable to modify or configure devices. What does this indicate and how should I resolve it?

It could indicate that the community strings of the device is incorrect, or the modify button is disabled, or you have a security issue.

To change the community strings:

1. Select Preferences from the CiscoView main menu.

  The User Preferences dialog box appears.

2. Click on the SNMP tab, and set the default read and write community strings.

This indicates that your system's HOMEPATH environment variable is incorrectly set. To resolve this, either ensure that the HOMEPATH directory is valid or create a new directory.

How do I set the default community strings in CiscoView?

To set the default community strings in CiscoView:

Step 1   Select Preferences from the CiscoView main menu.

The User Preferences dialog box appears.

Step 2   Click on the SNMP tab, and set the default read and write community strings.

I received a timeout SNMP error message. What does this indicate and how should I resolve it?

This indicates that you can no longer reach the device in the time specified in the CiscoView properties window.

To resolve this, increase the timeout if the device is remote, or reduce the timeout if the problem is on the network.

I received a badValue SNMP error message. What does this indicate and how should I resolve it?

This indicates that while performing a set of operations on a MIB object, the value specified for writing, does not follow the proper syntax for the MIB object.

To resolve this, verify that the MIB types match up and the values are not set out of range.

How do I know which device packages to download for my version of CiscoView?

Go to the following URL to find the list of device packages you can download:

I am having problems with CiscoView, how can I debug it?

To debug CiscoView, perform the following tasks:

Step 1   Refer to the CiscoView log file for error messages.

• The CiscoView log file is located under:
  <CWW5 install directory>/www/classpath/cv.log
  
  
• This log file location is also displayed in the Debug tab in the Preference dialog box.
  
  

Step 2   Enable SNMP and Activity trace from the Debug tab in the Preferences dialog box.

You will see the trace output in the CiscoView log file.

Step 3   Click the Debug tab in the Preference dialog box to display the entries in the log file at real time.

When I clicked on a port on the 2900XL and 3500XL devices, a new browser was launched. What does this indicate?

When you launch CiscoView for 2900XL and 3500XL devices, CiscoView displays the front panel of the device. But all the configuration functions are handled by the web server residing on the device itself, not by CiscoView.

Therefore, when you click on a port on any of the 2900XL or 3500XL devices, a new browser is launched which connects to the web server residing in the device. An Enter Network password dialog box appears, prompting for the user name and password. Contact your system administrator to determine which user name and password you should use.

I am getting an Irrecoverable Error message when connecting to a device. How do I resolve it?

To resolve this, check the Initial mode and Enable mode password prompts in the device. The application uses the default Initial mode and Enable mode password prompts to connect to the device. These default password prompts end with password: If the password prompts are not the default prompts, the application will not work.

How do I configure timeout/retry values?

To configure timeout/retry values:

Step 1   Open the device.prop file, located in <install-dir>\showcmd directory.

Step 2   Follow the instructions provided in the file, and change the following:

• SNMP timeout/retries
  
  
• Initial connection timeout
  
  
• Telnet timeout/retries.
  
  

I have encountered new keywords, how can I add them in a device?

• RKEYWORDS for routers
  
  

  For example:

  RKEYWORDS=<keyword>,<keyword>

• SKEYWORDS for switches
  
  

  For example:

  SKEYWORDS=<keyword>,<keyword>

How should I prevent Show Commands from displaying certain commands?

Add the subcommands to the following entries in the device.prop file:

• RAVOID for routers
  
  

  For example:

  RAVOID=<subcommand>,<subcommand>

• SAVOID for switches
  
  

  For example:

  SAVOID=<subcommand>,<subcommand>

Show Commands could successfully connect to a particular device. Then, I selected the Store Passwords check box to store the passwords. After I changed the user authentication on the device, Show Commands was unable to connect to that device. What does this indicate and how should I resolve it?

This could happen if you have changed (added/removed) the user authentication on the device. When you change the user authentication on a device after selecting the option to store the passwords, Show Commands is unable to connect to that device. The entries in the password.prop file (located in <install-dir>\showcmd directory) always take precedence.

To resolve this and connect to your device, perform the following:

Step 1   Remove the password entry for that device.

The entries are located in the password.prop file.

Step 2   Enter the following in the password.prop file:

<device>=<username>:<telnet-passwd>:<enable-passwd>

If username is not available, Show Commands will store username as xxxx.

Why does Threshold Manager show undefined fields in the Threshold Manager events list window?

This indicates that the Threshold Manager directory is incorrect. Go to the directory where the policy files that you want to use are defined.

What does duplicate global/device/host policies mean?

When creating a custom policy, you can save it only once, as either global, device, or host. After saving the policy, you can use the Modify Threshold settings dialog box to modify the saved custom policy and save it as all three.

I received the message that the policy that you are using was not created by this Threshold Manager. How should I resolve it?

To resolve this create the policy on this instance of Threshold Manager, or copy it from the Threshold Manager where it is defined.

Review the Release Notes document shipped with CiscoWorks Windows package for any release-specific information that might apply to a problem. If you cannot resolve the problem, see the "Cisco Support Information" card that is shipped with your product package, or see the "Cisco Support Information" help topic for information on how to contact Cisco support personnel.