Cisco Systems 2.1(1) instruction

Cisco Support Tools User Guide for Cisco Unified Software

Release 2.1(1)

June 2007

Americas Headquarters

Cisco Systems, Inc.

170 West Tasman Drive San Jose, CA 95134-1706

USA http://www.cisco.com Tel: 408 526-4000

800 553-NETS (6387) Fax: 408 527-0833

Image 1

Cisco Systems 2.1(1) manual Cisco Support Tools User Guide for Cisco Unified Software

Contents

Cisco Support Tools User Guide for Cisco Unified Software Page Table of Contents Part 3. Installing, Upgrading and Configuring Support Tools Iii Part 4. The Support Tools DashboardPage Part 6. Using Cisco Common Tools 153 Page Vii 193 Viii Sqlew Part 8. Reference 249 Page List of Figures Xii Purpose PrefaceAudience Related Documentation OrganizationConventions Cisco.com Obtaining Documentation Documentation Feedback You can access international Cisco websites at this URLProduct Documentation DVD Ordering Documentation Product Alerts and Field Notices Reporting Security Problems in Cisco ProductsCisco Product Security Overview Cisco Technical Support & Documentation Website Obtaining Technical Assistance Definitions of Service Request Severity Submitting a Service Request Obtaining Additional Publications and Information Preface Obtaining Additional Publications and Information Preface Obtaining Additional Publications and Information Page Page Chapter New Features in this Release New Features in this Release This section contains the following topics Support Tools Node RequirementsCisco Intelligent Contact Above All Management ICM and IP Support Tools Node Hardware Requirements Support Tools Server RequirementsSupport Tools Node Software Requirements Support Tools Server Hardware Requirements Support Tools Port Requirements Support Tools Server / Node Version CompatibilitySupport Tools Server OS Requirements Support Tools Server Network Requirements Support Tools Listening Port Support Tools Dashboard Web Browser Requirements Part 2 Support Tools Overview Page About Cisco Support Tools Key Features About Support Tools Components Key Features Support Tools Server About Support Tools Network TopologySupport Tools Node What is the benefit of Support Tools? Frequently Asked Questions Who can use Support Tools? About Cisco Support Tools Frequently Asked Questions Support Tools Utilities List About Support Tools Utilities Trace and Log Tools Web Tools Cisco Common Tools 3rd Party Common Tools Enable specific debug tracing in the call routerViewing status, statistics, etc. It is also possible to Use to view user-defined number of lines from Use to view statistics for the local Workstation Automatically restart the host after 60 seconds Displays and configures event triggers on local Privileged Utilities Utility Installation Locations Non-Dashboard Utilities Command-Line vs GUI Access About Support Tools Utilities Command-Line vs GUI Access Working in Interactive Mode Interactive Mode vs. Batch ModeWorking in Batch Mode Canceling a Batch Mode Job Using Tools in Batch ModePending Jobs Click Cancel Interactive Mode vs. Batch Mode Pending Jobs About Support Tools Security Support Tools Security Features Automated IPSec Implementation Using IPSecurity with Support Tools Manual IPSec Implementation Page Part 3 Installing, Upgrading and Configuring Support Tools Page About Installing Support Tools Installing Support ToolsSupport Tools Installation Tasks Collect information for the install How to Collect Information for Support Tools Installation Post-Installation Configuration How to Create Support Tools User Groups To Create Support Tools User Groups How to Create the Distinguished User AccountCreating Local Accounts on the Support Tools Server How to Install the Support Tools Server How to Create the Distinguished User AccountPage Page How to Install the Support Tools Node Press Enter. The Support Tools Dashboard Login screen opens How to Test the Support Tools InstallationPassword field, enter your Windows password case-sensitive Page Page About Configuring Support Tools Configuring Support Tools How to Modify Support Tools Basic Configuration TCP/IP Port How to Disable Continuous Virus Scan for the Repository Supporttoolsroot\repository\system files\ Page List/wmi.asp Configuration of sysquery and Trace How to Uninstall Support Tools Uninstalling, Reinstalling and Upgrading Support Tools Upgrading Support Tools How to Reinstall Support Tools Part 4 The Support Tools Dashboard Page Support Tools Dashboard Using the Support Tools Dashboard Using the Dashboard for the First Time Accessing the Dashboard and PrivilegesAccessing the Dashboard Accessing Utilities in the Dashboard Adding a System to the System List Selecting a System to Work With in Interactive Mode To access the Support Tools Dashboard How to Access the Support Tools DashboardNavigating and Refreshing Pages in the Dashboard To Add a Node to the System List How to Use the System Management Screen To Test the Connection to a Node To Automatically Add CVP and Support Tools Server NodesTo Delete a Node from the System List Click the Add System Button Using the Select System Screen Using the Select System Screen Adding a Support Tools Node to the System List How to End a Dashboard SessionPage Page Part 5 Using Support Tools Web Tools Page How to Use the System Interrogate Screen Using Support Tools Utilities from the DashboardPage Interactive Component & Sub-componentsMode Odbc Cisco ICM/IPCC Agent Reskilling Component & Sub-components Retrievable Only Interactive Mode Cisco Agent Desktop CAD Cisco CallManager Cisco Ipcc Express Component & Sub-components Cisco Support Tools To Retrieve System Information in Interactive Mode To Save System Information to a File To Retrieve System Information in Batch Mode To Save Files Returned from a System Interrogate How to Use the History Screens To View a Saved File To Set an Expiration Date for History FilesTo Rename a File To Delete a File How to Use the Registry ScreenTo Download a File To use the Registry Screen How to Use the Registry Compare Screen To Compare the Current System to a Saved Registry File To Compare the Current System to AnotherTo Compare Two Saved Registry Files Click the Compare Registries Files button Understanding the Compare Registries Display100 To Copy Key Values Between Registries and Files Viewing Registry Keys for Multiple Customer Instances101 102 To Save a Registry Comparison to a File To View Processes How to Use the Processes Screen103 To Save a Process How to Use the Services ScreenTo Terminate a Process 104 To Stop or Start a Service To View Services105 Trace and Log To Save the Services List to a File106 To Create a Log Group How to Use the Create Log Group Screen107 108 Click Next 109 Viewing Log Groups How to Use the Log Groups ScreenEditing Log Groups Renaming Log Groups Deleting Log Groups How to Use the Create Trace Group Screen Batch ModeRefreshing the Log Groups Screen 111 Creating a Trace Group How to Use the Create Trace Group Screen Interactive Mode112 Viewing a Trace Groups Settings How to Use the Trace Groups Screen113 Editing a Trace Group Viewing a Trace Groups File114 Deleting Trace Groups Renaming Trace GroupsRefreshing the Trace Groups Screen 115 Scheduling a Trace How to Use the Schedule Trace Screen116 Products Supported for Log Collection About Log CollectionCollect Logs General Steps 117 118 What are Merged Logs? To Create a Log Collection How to Use the Collect Logs Screen Batch Mode119 120 How to Use the Log Collections Screen To Download Collected Logs To View Details of Log Collections121 To Delete a Log Collection Log File Naming ConventionsTo Rename a Log Collection Log files use the following naming conventions For ICM 123 How to Use the Collect Logs Screen Interactive Mode 124 125 Using Cisco Tools from a Command Line Selecting a System to Use Command-Line Mode vs Interactive ModeSelecting a Different Application Server 126 Selecting a Different Target System Getting Help for Command Line ToolsViewing a list of targetable systems Saving, Viewing, and Retrieving Files To Access the Services Utility from a Command Line How to Use the Services Utility from a Command LineEmbedded Spaces 128 Utility Displays syntax for a specified command Using the Services Utility from a Command LineSpecified, the utility is run on the local system Specified, the utility is run against the local system Stop Stops a started service on the target system Starting a serviceReadfile, read Directs command input to another input file Quit, q Ends the program Viewing and Stopping a Service Examples How to Use the Processes Utility from a Command LineTo Run the Processes Utility from a Command Line 132 Using the Processes Utility from a Command Line Kill Terminates a started process on the target system Viewing and Killing a Service ExamplesServer 133 Using the System Interrogate Utility from a Command Line To Run the System Interrogate Utility from a Command Line134 135 Repository on the application server Viewing System Information Examples How to Use the Registry Utility from a Command Line Using the Registry Utility from a Command Line To Run the Registry Utility from a Command Line137 Instance whose registry values will be returned Command Description138 Invokes the Registry utility Viewing Registry Information ExamplesNamed customer1 Timestamp.xml Using the Compare Registries Utility from a Command Line To Run the Compare Registries Utility from a Command Line140 By SRC = Compare, comp141 142 Compare Registries Examples Cases these may not be identical instances How to Use the Log Groups Utility from a Command LineApply 143 Using the Log Groups Utility from a Command Line To Run the Log Groups Utility from a Command LineEnter lgtool 144 145 Rl logname Lsl Lgdesc description Closelg Lslg Repository Renameloggroup, renlg Creating a Log Group Examples146 To Run the Log Collection Utility from a Command Line How to Use the Log Collection Utility from a Command LineUsing the Log Collection Utility from a Command Line Enter lctool Lcdesc Seticmbinary, bin Ccolreq Specifies the new collections nameEndtime 148 149 Downloadlog, download As your application server Log Collection Examples150 151 152 153 Part 6 Using Cisco Common Tools 154 Call Routers but can X be run from any ICM component Utility Description Name Vrutrace Use to output tracing information from a Voice155 156 How to Use the CICMan Utility Using Cisco Common ToolsTo Access CICMan from the Dashboard 157 Using CICMan Command line Options To Access CICMan from a Command Line on a Node158 To Access CTITest from the Dashboard How to Use the CTITest Utility159 Using CTITest Configuring To Access CTITest from a Command Line on a Node160 Using CTITest Logging Using CTITest Opening a Session161 Command Parameters Below is list of frequently used commands in CTITest162 To Access DBDiff from the Dashboard How to Use the DBDiff UtilityCommand 163 To Access DBDiff from a Command Line on a Node How to Use the DumpCfg UtilityUsing DBDiff 164 To Access DumpCfg from the Dashboard How to Use the Icmdba UtilityTo Access DumpCfg from a Command Line on a Node Using DumpCfg Accessing Icmdba How to Use the MPTrace UtilityTo Access MPTrace from the Dashboard To run MPTrace from the Support Tools Dashboard Using MPTrace Command Line Options To Access MPTrace from a Command Line on a Node167 To Access Nicroi from the Dashboard How to Use the Nicroi UtilityTo Access Nicroi from a Command Line on a Node 168 Capturing Nicroi Data to niclog.xxx Using Tracing in Nicroi169 Copying Nicroi Log Files Capturing Nicroi Data to Roilog.txt170 Setting the Download Directory How to Use the NMStart UtilityTo Access NMStart from the Dashboard Transferring Files To Access NMStart from a Command Line on a Node How to Use the NMStop UtilityUsing NMStart To Access NMStop from the Dashboard To Access NMStop from a Command Line on a Node How to Use the OPCTest UtilityUsing NMStop To Access OPCTest from the Dashboard Using OPCTest To Access OPCTest from a Command Line on a Node174 175 Debug Information Example176 To Access Procmon from the Dashboard How to Use the Procmon UtilityUse the quit command to exit OPCTest Exiting and Quitting OPCTest Using Procmon To Access Procmon from a Command Line on a NodeProcmon Basic Commands Procmon Process-Specific and Troubleshooting Commands How to Use the RTRTrace Utility179 Accessing RTRTrace How to Use the RTTest UtilityTo Access RTTest from the Dashboard 180 Using RTTest To Access RTTest from a Command Line on a Node181 Process LastStateChange LastHeartBeat Status Output Process182 Transfer to the other side Equipment use UTC time as a common time referenceSignifies that the process is running fine Process synchronized With the ICM call router Status Output ControllerDate Current date Time Current local time ICM peripheral gateway Status Output PeripheralBeen established with the ICM peripheral gateway Data are sent to the ICM peripheral gateway 186 Parameter Descriptions 187 188 Turning up ICM Call Router Tracing with RTTest 189 Turning Off Debug Tracing in RTTest How to Use the VRUTrace Utility How to Use the SS7NICTrace UtilityAccessing SS7NICTrace To Access VRUTrace from the Dashboard Using VRUTrace Command Line Options To Access VRUTrace from a Command Line on a NodeVRUTrace Examples 191 192 Systems Utility Name Description193 194 195 Network Logman Their properties Eventtriggers196 TasklistCSV Displays a list of applications and services Tasklist Displays a list of applications and servicesProperties, such as RAM, disk space, Network cards Taskkill 197 198 Arp -a Using 3rd Party Common ToolsCat Use the CAT utility to display, print, and combine files Using CAT Command Line Options To Access CAT from the Dashboard200 Using Chmod Command Line Options To Access Chmod from the DashboardChmod Use the Chmod utility to set file permissions Using CP Command Line Options To Access CP from the DashboardUse the CP utility to copy files 202 203 To Access DF from the Dashboard To Access Diff from the Dashboard Using DF Command Line OptionsDiff 204 205 Using Diff Command Line Options Using DU Command Line Options To Access DU from the Dashboard206 Using FGrep Command Line Options To Access FGrep from the DashboardFgrep 207 FindStr To Access Findstr from the Dashboard208 209 Using Findstr Command Line Options Grep To Access Grep from the Dashboard210 211 Using Grep Command Line Options Using Head Command Line Options To Access Head from the DashboardHead 212 Count defaults to IPConfig /all213 214 To Access Isql from the Dashboard Isql uses the following options Using Isql215 To Access LS from the Dashboard Accessing ISQL/WUse the LS utility to view directory listings 216 217 Using LS Command Line Options Using MV Command Line Options To Access MV from the Dashboard218 NBTStat To Access NBTStat from the Dashboard219 Net Session Using NBTStat Command Line Options220 Net Statistics Server To Access NetStat from the DashboardNet Statistics Workstation NetStat To Access NSLookup from the Dashboard Using NetStat Command Line OptionsNSLookUp 222 To Access PathPing from the Dashboard Using NSLookup Command Line OptionsUsing PathPing Command Line Options PathPing Using Ping Command Line Options To Access Ping from the DashboardPing Options for Ping are 225 PStat Using RM Command Line Options To Access RM from the DashboardRoute -PRINT 226 Using Stopshut Command Line Options To Access Stopshut from the DashboardShutdown Tool StopShut To Access Strings from the Dashboard Accessing SqlewStrings 228 To Access Tail from the Dashboard Using Strings Command Line OptionsTail 229 To Access Touch from the Dashboard Using Tail Command Line OptionsTouch 230 231 Using Touch Command Line Options Using Tracert Command Line Options To Access Tracert from the DashboardTo Access WC from the Dashboard Tracert To Access Which from the Dashboard Using WC Command Line OptionsWhich 233 Winmsd Using Which Command Line Options234 Accessing WinMSD BootcfgqryDisplays the Boot.ini file settings of the selected system NetshDump Defragreport To Access Eventtriggers from the DashboardDriverquery Eventtriggers To Access Logman from the Dashboard Using Eventtriggers Command Line OptionsGetmac Logman 238 Logman Command Line options 239 Relog Openfiles240 Using Relog Command Line Options To Access Relog from the Dashboard241 242 Answer yes to all questions without prompting Examples Schtasks To Access Schtasks from the Dashboard243 SysteminfoTable Using Schtasks Command Line Options244 SysteminfoCSV SysteminfoListTaskkill 245 Eq, ne Eq, ne Service nameEq, ne Image name Eq, ne, gt, lt, ge, le PID value Tasklist TasklistTableTasklistCSV 247 248 249 Part 8 Reference 250 251 Starting and Stopping Support Tools Server/Node Processes How to Stop and Start the Support Tools Server How to Enable/Disable the Stpa ProcessHow Stop and Start the Node Agent Service 252 253 254 How to View Support ToolsInstall Logs How to View Support Tools LogsHow to View Support Tools Server and Stna Log Files How to View Stpa Log Files 256 How to Examine Your IPSec Policy IPSec Settings and ProceduresSelect the IP Security Policy Management snap-in 257 How to Enable/Disable the IPSec Policy How to Verif the PreShared Key258 259 260 261 How to Modify the Login Screen Disclaimer 262 263 How to Confirm the Support Tools Build Number 264 Installation Problems Support Tools TroubleshootingInstall Hangs Support Tools Fails to Install Support Tools Installs Disabled Dashboard TroubleshootingConnection Problems Services are not created and/or do not start Can Access Dashboard Login Page but cannot log Login ProblemsIncorrect or invalid username or password entered Re-enter username and password as follows Network Users Error When Selecting Host Utility ProblemsSupport Tools Server fails to connect to the Node Agent Local Users Utilities Missing Error Processing Request269 Error Processing Request Dashboard ProblemsDashboard Will Not Load Dashboard Online Help Does Not Display Popup blockers enabled on client machine Dashboard online help does not display when selectedDisable popup blocking 271 272 Index Index