Appendix J Troubleshooting
J.3.5 Cannot Authenticate User Message Appears
Step 4 If the provisioner or operator is in the CTM Users table, select the row corresponding to that user and click the Modify User Properties tool to bring up the Modify CTM User Properties wizard. Verify that the Login State field is set to Enabled. If the login state is disabled, enable it and log in as the provisioner or operator. The user might have been disabled after attempting to log in with an incorrect password.
Step 5 If the password is not correct, set a new password for the user and log in again.
J.3.5 Cannot Authenticate User Message Appears
If the “Cannot authenticate user” error message is received when logging into the CTM client, the CTM server might be initializing. Wait for five minutes while the CTM server finishes initializing; then, try to log in again. Alternately, check your username and password and enter them again. The username and password are case sensitive.
J.4 Client Operational Problems
This section describes troubleshooting procedures for CTM client operational problems.
J.4.1 Model Index Is Unknown
If a new NE is added to the CTM domain and marked as In Service, but the model index is unknown, complete the following steps:
Step 1 Verify that the IP address and other parameters are entered correctly.
Step 2 The CTM server might not be able to establish connectivity to the GNE for the NE. Verify that the GNE for the NE is marked as In Service, and that the GNE is correctly populated in the CTM domain.
Step 3 Verify that the GNE is
Step 4 The CTM server might not recognize the NE’s software version. In the Domain Explorer tree, select the NE and choose Fault > Test NE Connectivity. If the NE is available, contact Cisco Systems and verify that the version of the software on the NE is compatible with the CTM server being used. Use the Supported NE Table to provide the new NE software version that the CTM server will recognize.
Step 5 The CTM server might be configured to attempt communication with new NEs after a certain delay. To change the health poll frequency:
a.In the Domain Explorer window, choose Administration > Control Panel and click NE Service.
b.In the NE Poller tab, look at the NE Health Poll Interval field. The default is 240 seconds. If the value is too large, there might be a communication delay between CTM and the NEs. Under normal conditions, the CTM server attempts communication with new NEs for no more than twice the number of seconds specified in the NE Health Poll Interval field.
Cisco Transport Manager Release 6.0 User Guide
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