Troubleshooting

Table Of Contents

Troubleshooting

Troubleshooting CiscoView

Testing Basic Connectivity and Setup

Frequently Asked Questions About CiscoView

Troubleshooting Show Commands

Troubleshooting Threshold Manager

Troubleshooting Browser Problems

Troubleshooting General Problems

Reporting Problems to Cisco Systems

Troubleshooting

This chapter provides troubleshooting tips for CiscoWorks for Windows applications. It provides answers to the most common Frequently Asked Questions (FAQs) that you might encounter when using CiscoView, Show Commands, and Threshold Manager applications.

This chapter contains the following sections:

• Troubleshooting CiscoView

• Troubleshooting Show Commands

• Troubleshooting Threshold Manager

• Troubleshooting Browser Problems

• Troubleshooting General Problems

• Reporting Problems to Cisco Systems

Troubleshooting CiscoView

This section provides the procedure for testing device connectivity and setup, and then answers FAQs about CiscoView.

Testing Basic Connectivity and Setup

When you encounter problems with CiscoView, verify that the devices in your network are connected and accurately setup.

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.

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

Frequently Asked Questions About CiscoView

The following sections provide answers to the most common frequently asked questions (FAQs) about CiscoView:

• FAQs About CiscoView Software Version

• FAQ About Launching CiscoView

• FAQs About Setting Community Strings

• FAQs About SNMP Error Messages

• FAQs About Device Packages

• FAQs About 2900XL and 3500XL Devices

FAQs About CiscoView Software Version

This section provides answers to the most common FAQs about CiscoView software version.

How do I know which version of CiscoView is required to support the new devices?

Refer to the device package Readme file which lists all the supported new devices, and refer to the following URL to find out which version of CiscoView is appropriate to support the new devices:

http://www.cisco.com/cgi-bin/Software/CiscoView/cv5devices.cgi

Note This URL will launch only after you log into CCO.

FAQ About Launching CiscoView

I launch CiscoView but a blank page is displayed. What does this indicate and how should I resolve it?

This occurs when the Java Plug-in required for CiscoView is not installed.

If you have the RealJukeBox NS plug-in installed on your machine prior to installation, you may encounter this problem. The RealJukeBox NS plug-in prevents the installation process from prompting you to install the Java Plug-in.

To resolve:

Uninstall the RealJukeBox NS plug-in and install the Java Plug-in.

FAQs About Displaying or Modifying a Device

This section provides answers to the most common FAQs about displaying and modifying devices.

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 CiscoView 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, seeCiscoWorks for Windows 6.1 Installation Guide.

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. If the logged in user does not have Configure Devices privilages, then the user can not modify devices. For details on setting privilages refer to Setting Up User Accounts, page 2-2.

To change the community strings:

Step 1 Select Preferences from the CiscoView main menu.

The User Preferences dialog box appears.

Step 2 Click on the Community tab and set the read and write community string for a specific device.

Step 3 Click on the SNMP tab, and set the default read and write community strings.

FAQs About Setting Community Strings

This section provides answers to the most common FAQs about setting community strings in CiscoView.

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.

How do I set the community strings for a particular device?

To set the community string for a particular device:

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.

Step 3 FAQs About SNMP Error Messages

This section provides answers to the most common FAQs about SNMP error messages.

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.

FAQs About Device Packages

This section provides answers to the most common FAQs about device packages.

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

Step 1 Log into CCO:

a. Launch a browser and enter the following URL:

http://www.cisco.com

b. Click the Log In link.

c. Enter your CCO user ID and password, and then click OK.

Step 2 Launch the CiscoView Planner page by entering the following URL:

http://www.cisco.com/cgi-bin/Software/CiscoView/cvplanner.cgi

Note This URL will launch only after you log into CCO.

Step 3 Select the product type.

Step 4 Select the product (device package).

Step 5 Select the CiscoView version and then click Submit.

Note It may take a few minutes for the CiscoView Planner page to update.

FAQs About 2900XL and 3500XL Devices

This section provides answers to the most common FAQs about 2900XL and 3500XL devices.

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.

Note This functionality is only available on Cisco IOS Release 12.0 (5)XP and later.

Troubleshooting Show Commands

This section provides answers to the most common FAQs about Show Commands.

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 User Name and 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 Click the Preferences link in Show Commands Main Screen or My Commands.

The Preferences window appears.

Step 2 In the Preferences window, change the values for the following:

•SNMP timeout/retries

•Initial connection timeout

•Telnet timeout/retries.

Step 3 Click OK.

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

You can add new keywords for routers and switches using the Show Commands Preferences window.

To add new keywords:

Step 1 Click the Preferences link in Show Commands Main Screen or My Commands.

The Preferences window appears.

Step 2 To add keywords for router devices, enter the keywords in Router Keywords.

To add keywords for switches, enter the keywords in Switch Keywords.

Step 3 Click OK.

How do I prevent Show Commands from displaying certain commands?

Step 1 Click the Preferences link in Show Commands Main Screen or My Commands.

The Preferences window appears.

In the Preferences window, change the values for the following:

Step 2 Enter the commands you do not want to be displayed for router devices, in Avoid Router Commands.

Enter the commands you do not want to be displayed for switches, in Avoid Switch Commands.

Step 3 Click OK.

Troubleshooting Threshold Manager

This section provides answers to the most common FAQs about Threshold Manager.

Why does Threshold Manager show undefined fields in the Threshold Manager Event Details window?

This indicates that the Template for that MIB variable is not defined.Go to the directory where the templates are located and check whether a template exists for the variable.

What does duplicate Global/Device/Device Type templates mean?

When creating a custom template you can save it only once, as either Global, Device or Device Type. After saving the template, you can use the Modify link in Templates window to modify the saved template and save it as either Global, Device, or Device type.

The number of threshold entries in Threshold Manager application differ from threshold entries in the device. What is the problem?

Every entry in the alarm table should have two corresponding entries in the event table. If an entry fails to satisfy this condition, it is treated as an invalid entry. Threshold Manager application displays only valid device threshold entries for the device.

Deleting a trap receiver entry using Threshold Manager application does not delete the entry. Why?

You can set trap receivers using the Threshold Manager application and from the CLI. The Trap Receivers window in Threshold Manager may display the names of management stations defined as trap receivers for the device, irrespective of how you set them. But you can use Threshold Manager to delete only those entries created using Threshold Manager application. To delete other trap receiver entries, log on to the device through Command Line Interface (CLI), and use the CLI command to delete the entry.

I am not able to add trap receivers to the device. Why?

You do not have the Configure Devices privilage. For details on setting privilages refer to Setting Up User Accounts, page 2-2.

The interface list does not get updated after hotswap. Why?

Interface list does not get updated until you restart the Threshold Manager application. To see the updated interface list, close the Threshold Manager application and invoke it again.

Troubleshooting Browser Problems

Table 6-1 Troubleshooting Browser Problems

Problem/Error message

Resolution

Resizing the browser causes CiscoWorks for Windows to go back to the home page.

This only occurs in Netscape.

Do not resize the Netscape browser.

Clicking the Reload/Refresh button on the browser menu bar causes CiscoWorks for Windows to go back to the home page.

This occurs in Netscape and Internet Explorer.

Do not use the Reload/Refresh button on the browser menu bar.

Right click in the browser window and select Reload/Refresh from the pull-down menu.

An error message appears that states, problem with shortcut

Test the browser:

1. Go to the Windows Start menu and select Run.

2. Enter a web page address. Make sure you enter the http://.

If the error appears the browser is not installed correctly.

Solution: Reinstall the browser.

Troubleshooting General Problems

Table 6-2 Troubleshooting General Problems

Problem/Error message

Resolution

Page not found or unable to locate server.

Verify the Web Server is started.

Go to the Windows Start menu: Start > Programs > CiscoWorks for Windows 6.1 > WebServer.

Check the icon in the task bar, to verify the WebServer is running. If it is not running, right click on the task bar and click on Start WebServer.

Can not connect to JRUN Connector Proxy.

Wait a few minutes and Refresh or Reload.

If the problem still persists, Logout of the Windows machine (Server) and log back in.

Remote client can not connect to the server.

The server where CiscoWorks for Windows 6.1 is installed, should have its host name registered in DNS or WINS. This is necessary for the remote clients to connect to it through the Web server.

Install is slow and CiscoView is slow on Windows 2000 machines.

If you have Virus Scan running, configure it to scan only Program Files instead of All Files.

This will improve the performance.

If port 162 is occupied by another application, then you will receive an error in the Event Log.

After starting WhatsUp Gold verify that WhatsUp Gold is using port 162, by looking at the Event Log for WhatsUp Gold.

Solution: shut down the other application.

Reporting Problems to Cisco Systems

If you receive an error message, follow the recommended action.

Review the Release Notes document shipped with CiscoWorks for Windows 6.1 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.

Table 6-3 Cisco Support

Tasks

Action

Contact Cisco support personnel.

1. Provide the software version.

2. Describe the problem behavior or provide the error message text.

3. Specify the application and version in which you are working when the problem occurs.

4. Provide the Cisco device model(s) and Cisco IOS version(s) on those devices when the problem occurs.

Reproduce the Problem.

Explain the steps that allow you to reproduce the problem(s).

Verify the platform in which you are running CiscoView.

Provide the platform information for the following:

•WhatsUp Gold software package (include version number).

•Windows 95/98 /NT version.

•Hardware setup (CPU, available RAM, available hard disk space, available virtual memory, and serial port or network interface card specifications).

Problem/Error message	Resolution
Resizing the browser causes CiscoWorks for Windows to go back to the home page. This only occurs in Netscape.	Do not resize the Netscape browser.
Clicking the Reload/Refresh button on the browser menu bar causes CiscoWorks for Windows to go back to the home page. This occurs in Netscape and Internet Explorer.	Do not use the Reload/Refresh button on the browser menu bar. Right click in the browser window and select Reload/Refresh from the pull-down menu.
An error message appears that states, problem with shortcut	Test the browser: 1. Go to the Windows Start menu and select Run. 2. Enter a web page address. Make sure you enter the http://. If the error appears the browser is not installed correctly. Solution: Reinstall the browser.

Problem/Error message	Resolution
Page not found or unable to locate server.	Verify the Web Server is started. Go to the Windows Start menu: Start > Programs > CiscoWorks for Windows 6.1 > WebServer. Check the icon in the task bar, to verify the WebServer is running. If it is not running, right click on the task bar and click on Start WebServer.
Can not connect to JRUN Connector Proxy.	Wait a few minutes and Refresh or Reload. If the problem still persists, Logout of the Windows machine (Server) and log back in.
Remote client can not connect to the server.	The server where CiscoWorks for Windows 6.1 is installed, should have its host name registered in DNS or WINS. This is necessary for the remote clients to connect to it through the Web server.
Install is slow and CiscoView is slow on Windows 2000 machines.	If you have Virus Scan running, configure it to scan only Program Files instead of All Files. This will improve the performance.
If port 162 is occupied by another application, then you will receive an error in the Event Log.	After starting WhatsUp Gold verify that WhatsUp Gold is using port 162, by looking at the Event Log for WhatsUp Gold. Solution: shut down the other application.

Tasks	Action
Contact Cisco support personnel.	1. Provide the software version. 2. Describe the problem behavior or provide the error message text. 3. Specify the application and version in which you are working when the problem occurs. 4. Provide the Cisco device model(s) and Cisco IOS version(s) on those devices when the problem occurs.
Reproduce the Problem.	Explain the steps that allow you to reproduce the problem(s).
Verify the platform in which you are running CiscoView.	Provide the platform information for the following: •WhatsUp Gold software package (include version number). •Windows 95/98 /NT version. •Hardware setup (CPU, available RAM, available hard disk space, available virtual memory, and serial port or network interface card specifications).