Support Tools Troubleshooting, Install Hangs

Chapter 20 Troubleshooting

Support Tools Troubleshooting

Installation Problems

Install Hangs

Symptom:

Install of Support Tools hangs

Message:

Cause:

During installation, the installer tries to close the "Computer Management" window because it contains a list of the running services that have to be updated. If there is an open/active dialog box anywhere from that application, the ST install will not be able to close it and the install will just wait (and appear to be stuck or frozen).

Action:

Close the open dialog box. The Computer Management window will close, and the ST install will continue.

Support Tools Fails to Install

Symptom:

Support Tools fails to install.

Message:

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

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Cisco Systems 2.1(1) Support Tools Troubleshooting, Installation Problems, Install Hangs, Support Tools Fails to Install

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 Preface PurposeAudience Organization Related DocumentationConventions Cisco.com Obtaining Documentation You can access international Cisco websites at this URL Documentation FeedbackProduct Documentation DVD Ordering Documentation Reporting Security Problems in Cisco Products Product Alerts and Field NoticesCisco 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 Support Tools Node Requirements This section contains the following topicsCisco Intelligent Contact Above All Management ICM and IP Support Tools Server Hardware Requirements Support Tools Server RequirementsSupport Tools Node Hardware Requirements Support Tools Node Software Requirements Support Tools Server Network Requirements Support Tools Server / Node Version CompatibilitySupport Tools Port Requirements Support Tools Server OS 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 About Support Tools Network Topology Support Tools ServerSupport 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 Enable specific debug tracing in the call router 3rd Party Common ToolsViewing 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 Interactive Mode vs. Batch Mode Working in Interactive ModeWorking in Batch Mode Using Tools in Batch Mode Canceling a Batch Mode JobPending 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 Installing Support Tools About 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 How to Create the Distinguished User Account To Create Support Tools User GroupsCreating 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 How to Test the Support Tools Installation Press Enter. The Support Tools Dashboard Login screen opensPassword 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 Accessing Utilities in the Dashboard Accessing the Dashboard and PrivilegesUsing the Dashboard for the First Time Accessing the Dashboard Adding a System to the System List Selecting a System to Work With in Interactive Mode How to Access the Support Tools Dashboard 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 Click the Add System Button To Automatically Add CVP and Support Tools Server NodesTo Test the Connection to a Node To Delete a Node from the System List 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 Component & Sub-components InteractiveMode 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 Set an Expiration Date for History Files To View a Saved FileTo Rename a File How to Use the Registry Screen To Delete a FileTo Download a File To use the Registry Screen How to Use the Registry Compare Screen To Compare the Current System to Another To Compare the Current System to a Saved Registry FileTo Compare Two Saved Registry Files Understanding the Compare Registries Display Click the Compare Registries Files button100 Viewing Registry Keys for Multiple Customer Instances To Copy Key Values Between Registries and Files101 102 To Save a Registry Comparison to a File How to Use the Processes Screen To View Processes103 104 How to Use the Services ScreenTo Save a Process To Terminate a Process To View Services To Stop or Start a Service105 To Save the Services List to a File Trace and Log106 How to Use the Create Log Group Screen To Create a Log Group107 108 Click Next 109 Renaming Log Groups How to Use the Log Groups ScreenViewing Log Groups Editing Log Groups 111 How to Use the Create Trace Group Screen Batch ModeDeleting Log Groups Refreshing the Log Groups Screen How to Use the Create Trace Group Screen Interactive Mode Creating a Trace Group112 How to Use the Trace Groups Screen Viewing a Trace Groups Settings113 Viewing a Trace Groups File Editing a Trace Group114 115 Renaming Trace GroupsDeleting Trace Groups Refreshing the Trace Groups Screen How to Use the Schedule Trace Screen Scheduling a Trace116 117 About Log CollectionProducts Supported for Log Collection Collect Logs General Steps 118 What are Merged Logs? How to Use the Collect Logs Screen Batch Mode To Create a Log Collection119 120 How to Use the Log Collections Screen To View Details of Log Collections To Download Collected Logs121 Log files use the following naming conventions For ICM Log File Naming ConventionsTo Delete a Log Collection To Rename a Log Collection 123 How to Use the Collect Logs Screen Interactive Mode 124 125 Using Cisco Tools from a Command Line 126 Command-Line Mode vs Interactive ModeSelecting a System to Use Selecting a Different Application Server Saving, Viewing, and Retrieving Files Getting Help for Command Line ToolsSelecting a Different Target System Viewing a list of targetable systems 128 How to Use the Services Utility from a Command LineTo Access the Services Utility from a Command Line Embedded Spaces Specified, the utility is run against the local system Using the Services Utility from a Command LineUtility Displays syntax for a specified command Specified, the utility is run on the local system Quit, q Ends the program Starting a serviceStop Stops a started service on the target system Readfile, read Directs command input to another input file How to Use the Processes Utility from a Command Line Viewing and Stopping a Service ExamplesTo Run the Processes Utility from a Command Line 132 Using the Processes Utility from a Command Line 133 Viewing and Killing a Service ExamplesKill Terminates a started process on the target system Server To Run the System Interrogate Utility from a Command Line Using 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 To Run the Registry Utility from a Command Line Using the Registry Utility from a Command Line137 Command Description Instance whose registry values will be returned138 Timestamp.xml Viewing Registry Information ExamplesInvokes the Registry utility Named customer1 To Run the Compare Registries Utility from a Command Line Using the Compare Registries Utility from a Command Line140 Compare, comp By SRC =141 142 Compare Registries Examples 143 How to Use the Log Groups Utility from a Command LineCases these may not be identical instances Apply 144 To Run the Log Groups Utility from a Command LineUsing the Log Groups Utility from a Command Line Enter lgtool 145 Rl logname Lsl Lgdesc description Closelg Lslg Creating a Log Group Examples Repository Renameloggroup, renlg146 Enter lctool How to Use the Log Collection Utility from a Command LineTo Run the Log Collection Utility from a Command Line Using the Log Collection Utility from a Command Line 148 Ccolreq Specifies the new collections nameLcdesc Seticmbinary, bin Endtime 149 Downloadlog, download Log Collection Examples As your application server150 151 152 153 Part 6 Using Cisco Common Tools 154 Call Routers but can X be run from any ICM component Vrutrace Use to output tracing information from a Voice Utility Description Name155 156 157 Using Cisco Common ToolsHow to Use the CICMan Utility To Access CICMan from the Dashboard To Access CICMan from a Command Line on a Node Using CICMan Command line Options158 How to Use the CTITest Utility To Access CTITest from the Dashboard159 To Access CTITest from a Command Line on a Node Using CTITest Configuring160 Using CTITest Opening a Session Using CTITest Logging161 Below is list of frequently used commands in CTITest Command Parameters162 163 How to Use the DBDiff UtilityTo Access DBDiff from the Dashboard Command 164 How to Use the DumpCfg UtilityTo Access DBDiff from a Command Line on a Node Using DBDiff Using DumpCfg How to Use the Icmdba UtilityTo Access DumpCfg from the Dashboard To Access DumpCfg from a Command Line on a Node To run MPTrace from the Support Tools Dashboard How to Use the MPTrace UtilityAccessing Icmdba To Access MPTrace from the Dashboard To Access MPTrace from a Command Line on a Node Using MPTrace Command Line Options167 168 How to Use the Nicroi UtilityTo Access Nicroi from the Dashboard To Access Nicroi from a Command Line on a Node Using Tracing in Nicroi Capturing Nicroi Data to niclog.xxx169 Capturing Nicroi Data to Roilog.txt Copying Nicroi Log Files170 Transferring Files How to Use the NMStart UtilitySetting the Download Directory To Access NMStart from the Dashboard To Access NMStop from the Dashboard How to Use the NMStop UtilityTo Access NMStart from a Command Line on a Node Using NMStart To Access OPCTest from the Dashboard How to Use the OPCTest UtilityTo Access NMStop from a Command Line on a Node Using NMStop To Access OPCTest from a Command Line on a Node Using OPCTest174 175 Example Debug Information176 Exiting and Quitting OPCTest How to Use the Procmon UtilityTo Access Procmon from the Dashboard Use the quit command to exit OPCTest To Access Procmon from a Command Line on a Node Using ProcmonProcmon Basic Commands How to Use the RTRTrace Utility Procmon Process-Specific and Troubleshooting Commands179 180 How to Use the RTTest UtilityAccessing RTRTrace To Access RTTest from the Dashboard To Access RTTest from a Command Line on a Node Using RTTest181 Status Output Process Process LastStateChange LastHeartBeat182 Process synchronized Equipment use UTC time as a common time referenceTransfer to the other side Signifies that the process is running fine Status Output Controller With the ICM call routerDate Current date Time Current local time Data are sent to the ICM peripheral gateway Status Output PeripheralICM peripheral gateway Been established with the ICM peripheral gateway 186 Parameter Descriptions 187 188 Turning up ICM Call Router Tracing with RTTest 189 Turning Off Debug Tracing in RTTest To Access VRUTrace from the Dashboard How to Use the SS7NICTrace UtilityHow to Use the VRUTrace Utility Accessing SS7NICTrace 191 To Access VRUTrace from a Command Line on a NodeUsing VRUTrace Command Line Options VRUTrace Examples 192 Utility Name Description Systems193 194 195 Their properties Eventtriggers Network Logman196 197 Tasklist Displays a list of applications and servicesTasklistCSV Displays a list of applications and services Properties, such as RAM, disk space, Network cards Taskkill 198 Use the CAT utility to display, print, and combine files Using 3rd Party Common ToolsArp -a Cat To Access CAT from the Dashboard Using CAT Command Line Options200 Use the Chmod utility to set file permissions To Access Chmod from the DashboardUsing Chmod Command Line Options Chmod 202 To Access CP from the DashboardUsing CP Command Line Options Use the CP utility to copy files 203 To Access DF from the Dashboard 204 Using DF Command Line OptionsTo Access Diff from the Dashboard Diff 205 Using Diff Command Line Options To Access DU from the Dashboard Using DU Command Line Options206 207 To Access FGrep from the DashboardUsing FGrep Command Line Options Fgrep To Access Findstr from the Dashboard FindStr208 209 Using Findstr Command Line Options To Access Grep from the Dashboard Grep210 211 Using Grep Command Line Options 212 To Access Head from the DashboardUsing Head Command Line Options Head IPConfig /all Count defaults to213 214 To Access Isql from the Dashboard Using Isql Isql uses the following options215 216 Accessing ISQL/WTo Access LS from the Dashboard Use the LS utility to view directory listings 217 Using LS Command Line Options To Access MV from the Dashboard Using MV Command Line Options218 To Access NBTStat from the Dashboard NBTStat219 Using NBTStat Command Line Options Net Session220 NetStat To Access NetStat from the DashboardNet Statistics Server Net Statistics Workstation 222 Using NetStat Command Line OptionsTo Access NSLookup from the Dashboard NSLookUp PathPing Using NSLookup Command Line OptionsTo Access PathPing from the Dashboard Using PathPing Command Line Options Options for Ping are To Access Ping from the DashboardUsing Ping Command Line Options Ping 225 PStat 226 To Access RM from the DashboardUsing RM Command Line Options Route -PRINT StopShut To Access Stopshut from the DashboardUsing Stopshut Command Line Options Shutdown Tool 228 Accessing SqlewTo Access Strings from the Dashboard Strings 229 Using Strings Command Line OptionsTo Access Tail from the Dashboard Tail 230 Using Tail Command Line OptionsTo Access Touch from the Dashboard Touch 231 Using Touch Command Line Options Tracert To Access Tracert from the DashboardUsing Tracert Command Line Options To Access WC from the Dashboard 233 Using WC Command Line OptionsTo Access Which from the Dashboard Which Using Which Command Line Options Winmsd234 NetshDump BootcfgqryAccessing WinMSD Displays the Boot.ini file settings of the selected system Eventtriggers To Access Eventtriggers from the DashboardDefragreport Driverquery Logman Using Eventtriggers Command Line OptionsTo Access Logman from the Dashboard Getmac 238 Logman Command Line options 239 Openfiles Relog240 To Access Relog from the Dashboard Using Relog Command Line Options241 242 Answer yes to all questions without prompting Examples To Access Schtasks from the Dashboard Schtasks243 Using Schtasks Command Line Options SysteminfoTable244 245 SysteminfoListSysteminfoCSV Taskkill Eq, ne, gt, lt, ge, le PID value Eq, ne Service nameEq, ne Eq, ne Image name 247 TasklistTableTasklist TasklistCSV 248 249 Part 8 Reference 250 251 Starting and Stopping Support Tools Server/Node Processes 252 How to Enable/Disable the Stpa ProcessHow to Stop and Start the Support Tools Server How Stop and Start the Node Agent Service 253 254 How to View Stpa Log Files How to View Support Tools LogsHow to View Support ToolsInstall Logs How to View Support Tools Server and Stna Log Files 256 257 IPSec Settings and ProceduresHow to Examine Your IPSec Policy Select the IP Security Policy Management snap-in How to Verif the PreShared Key How to Enable/Disable the IPSec Policy258 259 260 261 How to Modify the Login Screen Disclaimer 262 263 How to Confirm the Support Tools Build Number 264 Support Tools Fails to Install Support Tools TroubleshootingInstallation Problems Install Hangs Services are not created and/or do not start Dashboard TroubleshootingSupport Tools Installs Disabled Connection Problems Re-enter username and password as follows Network Users Login ProblemsCan Access Dashboard Login Page but cannot log Incorrect or invalid username or password entered Local Users Utility ProblemsError When Selecting Host Support Tools Server fails to connect to the Node Agent Error Processing Request Utilities Missing269 Dashboard Online Help Does Not Display Dashboard ProblemsError Processing Request Dashboard Will Not Load 271 Dashboard online help does not display when selectedPopup blockers enabled on client machine Disable popup blocking 272 Index Index

Cisco Systems 2.1(1) manual Support Tools Troubleshooting, Installation Problems, Install Hangs

Models: 2.1(1)

Chapter 20

Troubleshooting

Support Tools Troubleshooting

Installation Problems

Install Hangs

Message:

Cause:

Action:

Support Tools Fails to Install

Message: