This chapter provides the following sections on how to troubleshoot various problems you might encounter when managing your devices or when using CiscoWorks Windows. It also includes information on how to report unresolved problems to Cisco Systems.
To identify device-specific problems, use the dashboard monitor to perform the following tasks to isolate the cause of the problem:
For more information on identifying device problems, read your Cisco IOS Release Notes shipped with the device or check CCO for the latest bug information for the version of Cisco IOS your device is running.
The following SNMP error messages, resulting from failed command requests, are displayed in the status bar message area. Table 3-1 defines these messages.
You can no longer reach the device in the time specified in the CiscoView Properties window.
The request you made cannot fit into a single packet. Generally, CiscoView splits requests for physical view status until the device can respond. In certain cases, CiscoView assumes that if an agent times out on 20 or more variables, the agent might not be able to respond because the request is too big; it splits the request and resends it. Check that the MTU size on the SNMP interface is as large as possible so that CiscoView does not waste bandwidth by sending more than one request.
A collective message name for problems that do not have a unique error message.
A request for a variable was sent to a variable that is not accessible. This occurs if you are not using the correct community string.
While doing a set operation on a MIB object, the value specified for writing does not follow the proper syntax for the MIB Object. It could be due to type mismatches, out of range values, or other conditions.
This section provides troubleshooting tips for CiscoWorks Windows applications in the following sections. For CiscoWorks Windows release-specific installation information, double-click the ReadmeFile icon in your CiscoWorks Windows program group or folder. For detailed release information and caveats, refer to CCO, the CiscoWorks Windows Release Notes, or the CiscoView Release Notes shipped with the product. They present the known problems you might encounter and possible workarounds for them.
For CiscoWorks Windows release-specific information, double-click the ReadmeFile icon in your CiscoWorks Windows program group. For additional release information, refer to the CiscoWorks Windows release notes. Application-specific caveats are grouped under "Configuration Builder."
Table 3-2 provides Configuration Builder troubleshooting procedures.
Configuration Builder generates a path error.
The TCP/IP option is grayed-out in Learn and Send dialog boxes.
In Configuration Builder, a device cannot be connected through TCP/IP.
Connect to the router using the Telnet option of your TCP/IP software or the Telnet supplied with Configuration Builder. If this fails, there might be a problem on your network. Refer to the documentation for your TCP/IP stack.
Long delay (in Learn and Send dialog boxes) in connecting to the router.
The connection times out, or there is a long delay on a serial connection.
Verify that you have the right console cable for your router. Also check the pinouts on your adapter.
Configuration Builder cannot communicate with the router if the router is in ROM monitor mode.
Exit ROM monitor mode by connecting to the router through the console port. Then enter b to load the operating system software.
If the configuration register on your router is set to boot to ROM monitor mode, check your router documentation to change the default boot mode.
Configuration Builder menus are missing.
Verify that the LISTINIT.INI and MENUNamE.DAT files are located in your installation directory.
Configuration Builder does not generate configuration commands or generates them in the wrong order.
Verify that the SYNTAX.INI, MAJOR.SYN, PROTOCOL.SYN, and FUNCTION.SYN files are located in your installation directory.
Device does not display Configuration Builder icon.
Device or Cisco IOS is not supported. Check the release note for more information.
Configuration Builder hangs if it is running on a Pentium-based machine with a peripheral component interface (PCI) bus and a 16550 Universal Asynchronous Receiver Transmitter (UART) chip.
If you are running Microsoft Windows 95, do the following:
If you are running MS Windows NT, do the following:
For CiscoWorks Windows release-specific information, double-click the ReadmeFile icon in your CiscoWorks Windows program group. For additional release information, refer to the release notes. Application-specific caveats are grouped under "Show Commands."
For CiscoWorks Windows release-specific information, double-click the ReadmeFile icon in your CiscoWorks Windows program group. For additional release information, refer to the release notes. Application-specific caveats are grouped under "Health Monitor."
For CiscoWorks Windows release-specific information, double-click the ReadmeFile icon in your CiscoWorks Windows program group. For additional release information, refer to the CiscoView release notes. Application-specific caveats are grouped under "CiscoView."
CiscoView opens each device in a separate window by default. On large networks, this can consume too much RAM and slow performance. To decrease the use of RAM for separate windows, you can open devices in the same window by changing operating characteristics. Select Options>Properties. Select Same Window in the Launch CiscoView in: option.
If CiscoView fails to display a device, the following message appears:
This message indicates one of the following conditions:
If you receive an error message, follow the recommended action. Review any release-specific information that might apply to a problem by clicking on the ReadmeFile icon in your CiscoWorks Windows program group. If you cannot resolve the problem, see the "Cisco Support Information" card that came with your product package, or see the "Cisco Support Information" help topic for information on how to contact Cisco support personnel.
1. To help Cisco Support personnel solve your CiscoWorks Windows problems, be prepared to:
2. Try to reproduce the problem and explain the steps that allow you to reproduce the problem.
3. Provide information for the platform on which you are running CiscoWorks Windows: