Troubleshooting

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.

Identifying Device Problems

To identify device-specific problems, use the dashboard monitor to perform the following tasks to isolate the cause of the problem:

Check the color-coded legend to determine the status of a port.
Check the port configuration information and determine whether the port is active. (See the "Introducing CiscoView" chapter in Getting Started with CiscoView for information on displaying configuration information.)
Check the performance information by examining the dashboard display.
Check the utilization and error information for ports and the memory information for a device.
Check the status bar for SNMP or other error messages.

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.

Interpreting SNMP Error Messages

The following SNMP error messages, resulting from failed command requests, are displayed in the status bar message area. Table 3-1 defines these messages.

**Table 3-1: SNMP Error Messages**
Message	Explanation
timeout	You can no longer reach the device in the time specified in the CiscoView Properties window.
tooBig	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.
genErr	A collective message name for problems that do not have a unique error message.
noSuchName	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.
badValue	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.

Troubleshooting CiscoWorks Windows

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.

Configuration Builder

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.

Table 3-2: **Configuration Builder Troubleshooting Procedures**
Problem	Procedure
Configuration Builder generates a path error.	The working directory for Configuration Builder might be incorrect. Ensure that the working directory is `Cww-Dir`\bin\data`.`
The TCP/IP option is grayed-out in Learn and Send dialog boxes.	One of the following might be true: You have a TCP/IP transport that is not WINSOCK-compliant; Configuration Builder cannot use TCP/IP for learning or sending a configuration to the router. Configuration Builder recognizes only those TCP/IP stacks that are WINSOCK-compliant. If this is the case, you can access the router only through the serial ports. You might have a TCP/IP stack installed, but Configuration Builder cannot locate the files. Make sure you have specified the TCP/IP stack directory location in the PATH statement in your autoexec.bat file. The app2sock.dll file and the a2s4wsoc.dll file must be in the \windows\system directory. The app2sock.ini file must be in the \windows directory. In the app2sock.ini file, ensure that TCP/IP TRANSPORT=WINSOCK. The winsock.dll file can be located in either the TCP/IP or \windows\system directory. Ensure that you only have one copy of the winsock.dll file.
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.	Check for intermediate devices that might require input, such as a modem prompting for a password.
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.	Ensure that the first-in, first-out (FIFO) queue on the COM port UART you are using is turned off. If you are running Microsoft Windows 95, do the following: Add the following statement to the [386Enh] section of the SYSTEM.INI file in the \wINDOWS directory: COMxFIFO=OFF In this example, x is the value of the COM port you are using (1, 2, 3, or 4). If you are running MS Windows NT, do the following: Navigate to the HKEY_Local_Machine window and select System>CurrentControlSet>Services>Serial. Locate the section labeled ForceFifoEnable : REG_DWORD : 1. Double-click the section, and in the displayed window, change the value to 0. Click OK. Reboot your PC.

Fixing Problems with Displaying a Device

If CiscoView fails to display a device, the following message appears:

<hostname>: unmanageable

This message indicates one of the following conditions:

The SNMP server is not set in the device. You can still ping the device from the management station.
You entered an incorrect community string. Open the device by selecting File>Open Device and enter the right community string.
The management station cannot reach and successfully ping the device. This denotes a network problem that should be corrected for CiscoView to work properly.
The timeout value is too low. To change the timeout value, select Options>Properties and enter a new timeout value. 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 to the CCO device package version. Upgrade your device package to the latest version, if required.

Reporting Problems to Cisco Systems

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:

Provide your CiscoWorks Windows serial number and software version.
Describe the problem behavior or provide the error message text.
Specify the CiscoWorks Windows application and version in which you are working when the problem occurs.
Provide the Cisco device model(s) and Cisco IOS version(s) on those devices when the problem occurs.

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:

Castle Rock SNMPc software package (include version number)
HP OpenView Professional Suite (include version number)
HP OpenView Network Node Manager software package (include version number)
Windows NT/95 version
WINSOCK-1.1 compliant TCP/IP stack product (include version number)
Hardware setup (CPU, available RAM, available hard drive space, available virtual memory, and serial port or network interface card specifications)

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Troubleshooting