Dashboard Problems, Dashboard Will Not Load | Cisco Systems 2.1(1)

Chapter 20 Troubleshooting - Support Tools Troubleshooting

Dashboard Problems

Error Processing Request message returned when attempting to run a utility

Message:

Error Processing Request

Cause:

Possible Causes:

•That utility is not installed on the current system

•Appserver service not stated on the Support Tools Server

Action:

Possible Workarounds:

•Some utilities are only available for use on specific ICM components. Consult the online Help for that utility to determine if its use is limited to specific components.

•Confirm with your administrator that the Support Tools Appserver service is started on the Support Tools Server machine.

Dashboard Problems

Dashboard Will Not Load

Symptom:

Dashboard will not load even though correct URL is provided.

Message:

Cause:

Security settings in browser prevent javascript from running.

Action:

Ensure that your browser's security settings (including Internet security settings) allow javascript to run.

Dashboard Online Help Does Not Display

Symptom:

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

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Cisco Systems 2.1(1) manual Dashboard Problems, Dashboard Will Not Load, Dashboard Online Help Does Not Display

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 Audience PrefacePurpose Conventions OrganizationRelated Documentation Obtaining Documentation Cisco.com Product Documentation DVD Ordering Documentation You can access international Cisco websites at this URLDocumentation Feedback Cisco Product Security Overview Reporting Security Problems in Cisco ProductsProduct Alerts and Field Notices 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 Cisco Intelligent Contact Above All Management ICM and IP Support Tools Node RequirementsThis section contains the following topics 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 Node About Support Tools Network TopologySupport Tools Server 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 Viewing status, statistics, etc. It is also possible to Enable specific debug tracing in the call router3rd Party Common Tools 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 Batch Mode Interactive Mode vs. Batch ModeWorking in Interactive Mode Pending Jobs Using Tools in Batch ModeCanceling a Batch Mode Job 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 Support Tools Installation Tasks Installing Support ToolsAbout Installing Support Tools Collect information for the install Post-Installation Configuration How to Collect Information for Support Tools Installation How to Create Support Tools User Groups Creating Local Accounts on the Support Tools Server How to Create the Distinguished User AccountTo Create Support Tools User Groups How to Create the Distinguished User Account How to Install the Support Tools ServerPage Page How to Install the Support Tools Node Password field, enter your Windows password case-sensitive How to Test the Support Tools InstallationPress Enter. The Support Tools Dashboard Login screen opens 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 Navigating and Refreshing Pages in the Dashboard How to Access the Support Tools DashboardTo access the Support Tools 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 Mode Component & Sub-componentsInteractive 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 Rename a File To Set an Expiration Date for History FilesTo View a Saved File To Download a File How to Use the Registry ScreenTo Delete a File How to Use the Registry Compare Screen To use the Registry Screen To Compare Two Saved Registry Files To Compare the Current System to AnotherTo Compare the Current System to a Saved Registry File 100 Understanding the Compare Registries DisplayClick the Compare Registries Files button 101 Viewing Registry Keys for Multiple Customer InstancesTo Copy Key Values Between Registries and Files To Save a Registry Comparison to a File 102 103 How to Use the Processes ScreenTo View Processes How to Use the Services Screen To Save a ProcessTo Terminate a Process 104 105 To View ServicesTo Stop or Start a Service 106 To Save the Services List to a FileTrace and Log 107 How to Use the Create Log Group ScreenTo Create a Log Group 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 111 112 How to Use the Create Trace Group Screen Interactive ModeCreating a Trace Group 113 How to Use the Trace Groups ScreenViewing a Trace Groups Settings 114 Viewing a Trace Groups FileEditing a Trace Group Renaming Trace Groups Deleting Trace GroupsRefreshing the Trace Groups Screen 115 116 How to Use the Schedule Trace ScreenScheduling a Trace About Log Collection Products Supported for Log CollectionCollect Logs General Steps 117 What are Merged Logs? 118 119 How to Use the Collect Logs Screen Batch ModeTo Create a Log Collection How to Use the Log Collections Screen 120 121 To View Details of Log CollectionsTo Download Collected Logs 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 To Run the Processes Utility from a Command Line How to Use the Processes Utility from a Command LineViewing and Stopping a Service Examples Using the Processes Utility from a Command Line 132 Viewing and Killing a Service Examples Kill Terminates a started process on the target systemServer 133 134 To Run the System Interrogate Utility from a Command LineUsing the System Interrogate Utility from a Command Line Repository on the application server 135 How to Use the Registry Utility from a Command Line Viewing System Information Examples 137 To Run the Registry Utility from a Command LineUsing the Registry Utility from a Command Line 138 Command DescriptionInstance whose registry values will be returned Viewing Registry Information Examples Invokes the Registry utilityNamed customer1 Timestamp.xml 140 To Run the Compare Registries Utility from a Command LineUsing the Compare Registries Utility from a Command Line 141 Compare, compBy SRC = 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 145 146 Creating a Log Group ExamplesRepository Renameloggroup, renlg 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 149 150 Log Collection ExamplesAs your application server 151 152 Part 6 Using Cisco Common Tools 153 Call Routers but can X be run from any ICM component 154 155 Vrutrace Use to output tracing information from a VoiceUtility Description Name 156 Using Cisco Common Tools How to Use the CICMan UtilityTo Access CICMan from the Dashboard 157 158 To Access CICMan from a Command Line on a NodeUsing CICMan Command line Options 159 How to Use the CTITest UtilityTo Access CTITest from the Dashboard 160 To Access CTITest from a Command Line on a NodeUsing CTITest Configuring 161 Using CTITest Opening a SessionUsing CTITest Logging 162 Below is list of frequently used commands in CTITestCommand Parameters 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 167 To Access MPTrace from a Command Line on a NodeUsing MPTrace Command Line Options How to Use the Nicroi Utility To Access Nicroi from the DashboardTo Access Nicroi from a Command Line on a Node 168 169 Using Tracing in NicroiCapturing Nicroi Data to niclog.xxx 170 Capturing Nicroi Data to Roilog.txtCopying Nicroi Log Files 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 174 To Access OPCTest from a Command Line on a NodeUsing OPCTest 175 176 ExampleDebug Information How to Use the Procmon Utility To Access Procmon from the DashboardUse the quit command to exit OPCTest Exiting and Quitting OPCTest Procmon Basic Commands To Access Procmon from a Command Line on a NodeUsing Procmon 179 How to Use the RTRTrace UtilityProcmon Process-Specific and Troubleshooting Commands How to Use the RTTest Utility Accessing RTRTraceTo Access RTTest from the Dashboard 180 181 To Access RTTest from a Command Line on a NodeUsing RTTest 182 Status Output ProcessProcess LastStateChange LastHeartBeat Equipment use UTC time as a common time reference Transfer to the other sideSignifies that the process is running fine Process synchronized Date Current date Time Current local time Status Output ControllerWith the ICM call router 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 191 192 193 Utility Name DescriptionSystems 194 195 196 Their properties EventtriggersNetwork Logman 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 200 To Access CAT from the DashboardUsing CAT Command Line Options 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 205 206 To Access DU from the DashboardUsing DU Command Line Options To Access FGrep from the Dashboard Using FGrep Command Line OptionsFgrep 207 208 To Access Findstr from the DashboardFindStr Using Findstr Command Line Options 209 210 To Access Grep from the DashboardGrep Using Grep Command Line Options 211 To Access Head from the Dashboard Using Head Command Line OptionsHead 212 213 IPConfig /allCount defaults to To Access Isql from the Dashboard 214 215 Using IsqlIsql uses the following options Accessing ISQL/W To Access LS from the DashboardUse the LS utility to view directory listings 216 Using LS Command Line Options 217 218 To Access MV from the DashboardUsing MV Command Line Options 219 To Access NBTStat from the DashboardNBTStat 220 Using NBTStat Command Line OptionsNet Session 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 233 234 Using Which Command Line OptionsWinmsd 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 238 239 240 OpenfilesRelog 241 To Access Relog from the DashboardUsing Relog Command Line Options Answer yes to all questions without prompting Examples 242 243 To Access Schtasks from the DashboardSchtasks 244 Using Schtasks Command Line OptionsSysteminfoTable 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 257 258 How to Verif the PreShared KeyHow to Enable/Disable the IPSec Policy 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 269 Error Processing RequestUtilities Missing 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