Dashboard Troubleshooting, 266 | Cisco Systems 2.1(1) manual

Chapter 20 Troubleshooting - Support Tools Troubleshooting

Dashboard Troubleshooting

Cause:

The Services are not created and/or do not start.

Action:

Examine the installation log files for any errors that occurred during the Support Tools installation. Also check for the existence of the Support Tools services.

Support Tools Installs Disabled

Symptom:

Support Tools installs but the Support Tools service is disabled.

Message:

Cause:

This can occur following a re-install of the product, or during bundled installs of the Node if an IPSec shared key is not specified.

Action:

Manually start the Cisco Support Tools service and, if desired, set its startup type to Automatic.

Dashboard Troubleshooting

Connection Problems

Symptom:

Unable to access Support Tools Login page AND Browser returns a Page Not Found (404) error.

Message:

N/A

Cause:

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

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Cisco Systems 2.1(1) manual Dashboard Troubleshooting, Support Tools Installs Disabled, Connection Problems, 266

Contents

Cisco Support Tools User Guide for Cisco Unified Software Page Table of Contents Part 3. Installing, Upgrading and Configuring Support Tools Part 4. The Support Tools Dashboard IiiPage Part 6. Using Cisco Common Tools 153 Page 193 Vii Sqlew Viii Part 8. Reference 249 Page List of Figures Xii Purpose PrefaceAudience Related Documentation OrganizationConventions Obtaining Documentation Cisco.com 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 Obtaining Technical Assistance Cisco Technical Support & Documentation Website Submitting a Service Request Definitions of Service Request Severity Obtaining Additional Publications and Information Preface Obtaining Additional Publications and Information Preface Obtaining Additional Publications and Information Page Page New Features in this Release Chapter 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 Server Requirements Support Tools Node Hardware RequirementsSupport Tools Node Software Requirements Support Tools Server Hardware Requirements Support Tools Server / Node Version Compatibility Support Tools Port RequirementsSupport Tools Server OS Requirements Support Tools Server Network Requirements Support Tools Dashboard Web Browser Requirements Support Tools Listening Port Part 2 Support Tools Overview Page Key Features About Cisco Support Tools Key Features About Support Tools Components Support Tools Server About Support Tools Network TopologySupport Tools Node Frequently Asked Questions What is the benefit of Support Tools? Who can use Support Tools? About Cisco Support Tools Frequently Asked Questions About Support Tools Utilities Support Tools Utilities List Web Tools Trace and Log 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 Command-Line vs GUI Access Non-Dashboard Utilities 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 Support Tools Security Features About Support Tools Security Using IPSecurity with Support Tools Automated IPSec Implementation 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 Post-Installation Configuration How to Collect Information for Support Tools Installation 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 Create the Distinguished User Account How to Install the Support Tools ServerPage 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 Configuring Support Tools About Configuring Support Tools How to Modify Support Tools Basic Configuration How to Disable Continuous Virus Scan for the Repository TCP/IP Port Supporttoolsroot\repository\system files\ Page Configuration of sysquery and Trace List/wmi.asp Uninstalling, Reinstalling and Upgrading Support Tools How to Uninstall Support Tools How to Reinstall Support Tools Upgrading Support Tools Part 4 The Support Tools Dashboard Page Using the Support Tools Dashboard Support Tools Dashboard Accessing the Dashboard and Privileges Using the Dashboard for the First TimeAccessing the Dashboard Accessing Utilities in the Dashboard Selecting a System to Work With in Interactive Mode Adding a System to the System List To access the Support Tools Dashboard How to Access the Support Tools DashboardNavigating and Refreshing Pages in the Dashboard How to Use the System Management Screen To Add a Node to the System List To Automatically Add CVP and Support Tools Server Nodes To Test the Connection to a NodeTo Delete a Node from the System List Click the Add System Button Using the Select System Screen Using the Select System Screen How to End a Dashboard Session Adding a Support Tools Node to the System ListPage Page Part 5 Using Support Tools Web Tools Page Using Support Tools Utilities from the Dashboard How to Use the System Interrogate ScreenPage 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 To Retrieve System Information in Interactive Mode Cisco Support Tools To Retrieve System Information in Batch Mode To Save System Information to a File How to Use the History Screens To Save Files Returned from a System Interrogate 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 How to Use the Registry Compare Screen To use the Registry 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 To Save a Registry Comparison to a File 102 To View Processes How to Use the Processes Screen103 How to Use the Services Screen To Save a ProcessTo 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 Click Next 108 109 How to Use the Log Groups Screen Viewing Log GroupsEditing Log Groups Renaming Log Groups How to Use the Create Trace Group Screen Batch Mode Deleting Log GroupsRefreshing 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 Renaming Trace Groups Deleting Trace GroupsRefreshing the Trace Groups Screen 115 Scheduling a Trace How to Use the Schedule Trace Screen116 About Log Collection Products Supported for Log CollectionCollect Logs General Steps 117 What are Merged Logs? 118 To Create a Log Collection How to Use the Collect Logs Screen Batch Mode119 How to Use the Log Collections Screen 120 To Download Collected Logs To View Details of Log Collections121 Log File Naming Conventions To Delete a Log CollectionTo Rename a Log Collection Log files use the following naming conventions For ICM How to Use the Collect Logs Screen Interactive Mode 123 124 Using Cisco Tools from a Command Line 125 Command-Line Mode vs Interactive Mode Selecting a System to UseSelecting a Different Application Server 126 Getting Help for Command Line Tools Selecting a Different Target SystemViewing a list of targetable systems Saving, Viewing, and Retrieving Files How to Use the Services Utility from a Command Line To Access the Services Utility from a Command LineEmbedded Spaces 128 Using the Services Utility from a Command Line Utility Displays syntax for a specified commandSpecified, the utility is run on the local system Specified, the utility is run against the local system Starting a service Stop Stops a started service on the target systemReadfile, 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 Using the Processes Utility from a Command Line 132 Viewing and Killing a Service Examples Kill Terminates a started process on the target systemServer 133 Using the System Interrogate Utility from a Command Line To Run the System Interrogate Utility from a Command Line134 Repository on the application server 135 How to Use the Registry Utility from a Command Line Viewing System Information Examples 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 Viewing Registry Information Examples Invokes the Registry utilityNamed 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 Compare Registries Examples 142 How to Use the Log Groups Utility from a Command Line Cases these may not be identical instancesApply 143 To Run the Log Groups Utility from a Command Line Using the Log Groups Utility from a Command LineEnter lgtool 144 Rl logname Lsl Lgdesc description Closelg Lslg 145 Repository Renameloggroup, renlg Creating a Log Group Examples146 How to Use the Log Collection Utility from a Command Line To Run the Log Collection Utility from a Command LineUsing the Log Collection Utility from a Command Line Enter lctool Ccolreq Specifies the new collections name Lcdesc Seticmbinary, binEndtime 148 Downloadlog, download 149 As your application server Log Collection Examples150 151 152 Part 6 Using Cisco Common Tools 153 Call Routers but can X be run from any ICM component 154 Utility Description Name Vrutrace Use to output tracing information from a Voice155 156 Using Cisco Common Tools How to Use the CICMan UtilityTo 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 How to Use the DBDiff Utility To Access DBDiff from the DashboardCommand 163 How to Use the DumpCfg Utility To Access DBDiff from a Command Line on a NodeUsing DBDiff 164 How to Use the Icmdba Utility To Access DumpCfg from the DashboardTo Access DumpCfg from a Command Line on a Node Using DumpCfg How to Use the MPTrace Utility Accessing IcmdbaTo 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 How to Use the Nicroi Utility To Access Nicroi from the DashboardTo 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 How to Use the NMStart Utility Setting the Download DirectoryTo Access NMStart from the Dashboard Transferring Files How to Use the NMStop Utility To Access NMStart from a Command Line on a NodeUsing NMStart To Access NMStop from the Dashboard How to Use the OPCTest Utility To Access NMStop from a Command Line on a NodeUsing NMStop To Access OPCTest from the Dashboard Using OPCTest To Access OPCTest from a Command Line on a Node174 175 Debug Information Example176 How to Use the Procmon Utility To Access Procmon from the DashboardUse 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 How to Use the RTTest Utility Accessing RTRTraceTo Access RTTest from the Dashboard 180 Using RTTest To Access RTTest from a Command Line on a Node181 Process LastStateChange LastHeartBeat Status Output Process182 Equipment use UTC time as a common time reference Transfer to the other sideSignifies that the process is running fine Process synchronized With the ICM call router Status Output ControllerDate Current date Time Current local time Status Output Peripheral ICM peripheral gatewayBeen established with the ICM peripheral gateway Data are sent to the ICM peripheral gateway Parameter Descriptions 186 187 Turning up ICM Call Router Tracing with RTTest 188 Turning Off Debug Tracing in RTTest 189 How to Use the SS7NICTrace Utility How to Use the VRUTrace UtilityAccessing SS7NICTrace To Access VRUTrace from the Dashboard To Access VRUTrace from a Command Line on a Node Using VRUTrace Command Line OptionsVRUTrace Examples 191 192 Systems Utility Name Description193 194 195 Network Logman Their properties Eventtriggers196 Tasklist Displays a list of applications and services TasklistCSV Displays a list of applications and servicesProperties, such as RAM, disk space, Network cards Taskkill 197 198 Using 3rd Party Common Tools Arp -aCat Use the CAT utility to display, print, and combine files Using CAT Command Line Options To Access CAT from the Dashboard200 To Access Chmod from the Dashboard Using Chmod Command Line OptionsChmod Use the Chmod utility to set file permissions To Access CP from the Dashboard Using CP Command Line OptionsUse the CP utility to copy files 202 To Access DF from the Dashboard 203 Using DF Command Line Options To Access Diff from the DashboardDiff 204 Using Diff Command Line Options 205 Using DU Command Line Options To Access DU from the Dashboard206 To Access FGrep from the Dashboard Using FGrep Command Line OptionsFgrep 207 FindStr To Access Findstr from the Dashboard208 Using Findstr Command Line Options 209 Grep To Access Grep from the Dashboard210 Using Grep Command Line Options 211 To Access Head from the Dashboard Using Head Command Line OptionsHead 212 Count defaults to IPConfig /all213 To Access Isql from the Dashboard 214 Isql uses the following options Using Isql215 Accessing ISQL/W To Access LS from the DashboardUse the LS utility to view directory listings 216 Using LS Command Line Options 217 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 To Access NetStat from the Dashboard Net Statistics ServerNet Statistics Workstation NetStat Using NetStat Command Line Options To Access NSLookup from the DashboardNSLookUp 222 Using NSLookup Command Line Options To Access PathPing from the DashboardUsing PathPing Command Line Options PathPing To Access Ping from the Dashboard Using Ping Command Line OptionsPing Options for Ping are PStat 225 To Access RM from the Dashboard Using RM Command Line OptionsRoute -PRINT 226 To Access Stopshut from the Dashboard Using Stopshut Command Line OptionsShutdown Tool StopShut Accessing Sqlew To Access Strings from the DashboardStrings 228 Using Strings Command Line Options To Access Tail from the DashboardTail 229 Using Tail Command Line Options To Access Touch from the DashboardTouch 230 Using Touch Command Line Options 231 To Access Tracert from the Dashboard Using Tracert Command Line OptionsTo Access WC from the Dashboard Tracert Using WC Command Line Options To Access Which from the DashboardWhich 233 Winmsd Using Which Command Line Options234 Bootcfgqry Accessing WinMSDDisplays the Boot.ini file settings of the selected system NetshDump To Access Eventtriggers from the Dashboard DefragreportDriverquery Eventtriggers Using Eventtriggers Command Line Options To Access Logman from the DashboardGetmac Logman Logman Command Line options 238 239 Relog Openfiles240 Using Relog Command Line Options To Access Relog from the Dashboard241 Answer yes to all questions without prompting Examples 242 Schtasks To Access Schtasks from the Dashboard243 SysteminfoTable Using Schtasks Command Line Options244 SysteminfoList SysteminfoCSVTaskkill 245 Eq, ne Service name Eq, neEq, ne Image name Eq, ne, gt, lt, ge, le PID value TasklistTable TasklistTasklistCSV 247 248 Part 8 Reference 249 250 Starting and Stopping Support Tools Server/Node Processes 251 How to Enable/Disable the Stpa Process How to Stop and Start the Support Tools ServerHow Stop and Start the Node Agent Service 252 253 254 How to View Support Tools Logs How to View Support ToolsInstall LogsHow to View Support Tools Server and Stna Log Files How to View Stpa Log Files 256 IPSec Settings and Procedures How to Examine Your IPSec PolicySelect the IP Security Policy Management snap-in 257 How to Enable/Disable the IPSec Policy How to Verif the PreShared Key258 259 260 How to Modify the Login Screen Disclaimer 261 262 How to Confirm the Support Tools Build Number 263 264 Support Tools Troubleshooting Installation ProblemsInstall Hangs Support Tools Fails to Install Dashboard Troubleshooting Support Tools Installs DisabledConnection Problems Services are not created and/or do not start Login Problems Can Access Dashboard Login Page but cannot logIncorrect or invalid username or password entered Re-enter username and password as follows Network Users Utility Problems Error When Selecting HostSupport Tools Server fails to connect to the Node Agent Local Users Utilities Missing Error Processing Request269 Dashboard Problems Error Processing RequestDashboard Will Not Load Dashboard Online Help Does Not Display Dashboard online help does not display when selected Popup blockers enabled on client machineDisable popup blocking 271 272 Index Index