Troubleshooting
CiscoWorks Windows

This chapter provides the following sections on how to troubleshoot any problems you may encounter when using CiscoWorks Windows and how to report unresolved problems to Cisco Systems:

Using Release Note Information

For CiscoWorks Windows release-specific installation information, double-click on the ReadMe File icon in your CiscoWorks Windows program group or folder. The release notes contain caveats known at the time of the release. For detailed release information and caveats, refer to the CiscoWorks Windows Release Notes or the CiscoView Release Notes shipped with the product or on CCO. They present the known problems you may encounter and possible workarounds for them. Several examples are shown in Table 7-1.

Problem	Explanation
HP's patch PSOV_1090 (installation patch for 2.5) does not work in the Solaris 2.5.1 environment.	Modify common.nnm to contain the line: case 'uname -rs' in Sun?2.5.1 OS=SOLARIS ECHO=echo ;;
CiscoView 3.1 or later is not compatible with CiscoWorks 2.x.	There are two solutions. You can upgrade CiscoWorks to 3.x or remove the CiscoWorks software.
Attempts to use Help cause HyperHelp error: Could not find HyperHelp executable.	Check that HHHOME is set or source the /etc/cvinstall.cshrc file.

Table 7-1: Troubleshooting Procedures

Problem Explanation

HP's patch PSOV_1090 (installation patch for 2.5) does not work in the Solaris 2.5.1 environment.

Modify common.nnm to contain the line:

case 'uname -rs' in

Sun?2.5.1 OS=SOLARIS

ECHO=echo

;;

CiscoView 3.1 or later is not compatible with CiscoWorks 2.x.

There are two solutions. You can upgrade CiscoWorks to 3.x or remove the CiscoWorks software.

Attempts to use Help cause HyperHelp error: Could not find HyperHelp executable.

Check that HHHOME is set or source the /etc/cvinstall.cshrc file.

Configuration Builder

Table 7-2 provides Configuration Builder troubleshooting procedures.

Problem	Explanation
Configuration Builder generates a path error.	T he working directory for Configuration Builder may be incorrect. Ensure that the working directory is `c:\directory name\data.`
The TCP/IP option is grayed-out in Learn and Send dialog boxes.	One of the following may 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 only recognizes TCP/IP stacks that are WINSOCK compliant. If this is the case, you can only access the router through the serial ports. You may 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 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 may 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 may 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 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 that you are using is turned off. If you are running Microsoft Windows 3.1, 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: Run REGEDT32.EXE from the MS Windows Program Manager. Navigate to the HKEY_Local_Machine window and search your way down the tree to System>CurrentControlSet>Services>Serial. Locate the section labeled ForceFifoEnable : REG_DWORD : 1. Double-click on the section, and in the displayed window, change the value to 0. Click OK. Reboot your PC. If you are running MS Windows for Workgroups, do the following: Obtain the `SERIAL.386` file from Microsoft. This file should be dated February 17, 1994, and should be 10,620 megabytes long. Replace the existing `SERIAL.386` file in the WINDOWS\SYSTEM directory with the new `SERIAL.386` file. Reboot your PC.

Table 7-2: Configuration Builder Troubleshooting Procedures

Problem Explanation

Configuration Builder generates a path error.

T he working directory for Configuration Builder may be incorrect. Ensure that the working directory is c:\directory name\data.

The TCP/IP option is grayed-out in Learn and Send dialog boxes.

One of the following may 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 only recognizes TCP/IP stacks that are WINSOCK compliant. If this is the case, you can only access the router through the serial ports.

You may 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 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 may 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 may 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 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 that you are using is turned off.

If you are running Microsoft Windows 3.1, 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:

Run REGEDT32.EXE from the MS Windows Program Manager.

Navigate to the HKEY_Local_Machine window and search your way down the tree to System>CurrentControlSet>Services>Serial.

Locate the section labeled ForceFifoEnable : REG_DWORD : 1.

Double-click on the section, and in the displayed window, change the value to 0.

Click OK.

Reboot your PC.

If you are running MS Windows for Workgroups, do the following:

Obtain the SERIAL.386 file from Microsoft. This file should be dated February 17, 1994, and should be 10,620 megabytes long.

Replace the existing SERIAL.386 file in the WINDOWS\SYSTEM directory with the new SERIAL.386 file.

Reboot your PC.

Show Commands

For CiscoWorks Windows release-specific information, double-click on the README File icon in your CiscoWorks Windows program group. For additional release information, refer to the release notes. Application-specific caveats are grouped under "Show Commands."

Health Monitor

CiscoView

For CiscoWorks Windows release-specific information, double-click on the README File icon in your CiscoWorks Windows program group. For additional release information, refer to the CiscoView release notes. Application-specific information is grouped under "CiscoView."

The cvinstall.cshrc and the cvinstall.sh files automatically set all environmental variables required for CiscoView. If there are errors starting CiscoView, source one of these files.

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 choose to open devices in the same window by changing operating characteristics. Select Options>Properties. Choose Same Window in the Launch CiscoView in: option.

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. To reenter a community string, select the Options>Properties window.
The management station cannot reach and successfully PING the device.
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, verify that you have tried the recommended action for resolving the error. Open the Error Messages icon in your CiscoWorks Windows program group. Check for any release-specific information that may apply to a problem by opening the Release Note icon in your CiscoWorks Windows program group.

Note For information on how to contact Cisco support personnel (phone numbers, web site, and e-mail addresses), see the "Cisco Support Information" card that came with your product package, or see the "Cisco Support Information" help topic.

Step 1 To help solve any problems you might encounter using CiscoWorks Windows, have the following information ready when you call Cisco Systems for support:

Step 2 Provide your CiscoWorks Windows serial number and software version.

Step 3 Be prepared to describe the problem behavior or to provide the error message text.

Step 4 Specify the CiscoWorks Windows application and version in which you are working when the problem occurs.

Step 5 If possible, try to reproduce the problem and explain the steps that allow you to reproduce the problem.

Step 6 Provide the Cisco device model(s) and Cisco IOS version(s) on which you are running CiscoWorks Windows when the problem occurs.

Step 7 Provide information for the platform on which you are running CiscoWorks Windows:

CastleRock SNMPc software package (include version number)
DOS version and MS Windows software package and version
WINSOCK-1.1 compliant TCP/IP stack product (include version number)
Hardware setup (CPU, available RAM, available hard drive space, and serial port or network interface card specifications)

Table of Contents

Troubleshooting CiscoWorks Windows