272 | Cisco Systems 2.1(1) instruction

Chapter 20 Troubleshooting - Support Tools Troubleshooting

Dashboard Problems

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

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Image 286

Cisco Systems 2.1(1) manual 272

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 Node Software Requirements Support Tools Server RequirementsSupport Tools Node Hardware Requirements Support Tools Server Hardware Requirements Support Tools Server OS Requirements Support Tools Server / Node Version CompatibilitySupport Tools Port 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 Accessing the Dashboard and PrivilegesUsing the Dashboard for the First Time 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 Delete a Node from the System List To Automatically Add CVP and Support Tools Server NodesTo Test the Connection to a Node 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 To Terminate a Process How to Use the Services ScreenTo Save 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 Editing Log Groups How to Use the Log Groups ScreenViewing Log Groups Renaming Log Groups Refreshing the Log Groups Screen How to Use the Create Trace Group Screen Batch ModeDeleting Log Groups 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 Refreshing the Trace Groups Screen Renaming Trace GroupsDeleting Trace Groups 115 Scheduling a Trace How to Use the Schedule Trace Screen116 Collect Logs General Steps About Log CollectionProducts Supported for Log Collection 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 To Rename a Log Collection Log File Naming ConventionsTo Delete 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 Selecting a Different Application Server Command-Line Mode vs Interactive ModeSelecting a System to Use 126 Viewing a list of targetable systems Getting Help for Command Line ToolsSelecting a Different Target System Saving, Viewing, and Retrieving Files Embedded Spaces How to Use the Services Utility from a Command LineTo Access the Services Utility from a Command Line 128 Specified, the utility is run on the local system Using the Services Utility from a Command LineUtility Displays syntax for a specified command Specified, the utility is run against the local system Readfile, read Directs command input to another input file Starting a serviceStop Stops a started service on the target system 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 Server Viewing and Killing a Service ExamplesKill Terminates a started process on the target system 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 Named customer1 Viewing Registry Information ExamplesInvokes the Registry utility 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 Apply How to Use the Log Groups Utility from a Command LineCases these may not be identical instances 143 Enter lgtool To Run the Log Groups Utility from a Command LineUsing the Log Groups Utility from a Command Line 144 Rl logname Lsl Lgdesc description Closelg Lslg 145 Repository Renameloggroup, renlg Creating a Log Group Examples146 Using the Log Collection Utility from a Command Line How to Use the Log Collection Utility from a Command LineTo Run the Log Collection Utility from a Command Line Enter lctool Endtime Ccolreq Specifies the new collections nameLcdesc Seticmbinary, bin 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 To Access CICMan from the Dashboard Using Cisco Common ToolsHow to Use the CICMan Utility 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 Command How to Use the DBDiff UtilityTo Access DBDiff from the Dashboard 163 Using DBDiff How to Use the DumpCfg UtilityTo Access DBDiff from a Command Line on a Node 164 To Access DumpCfg from a Command Line on a Node How to Use the Icmdba UtilityTo Access DumpCfg from the Dashboard Using DumpCfg To Access MPTrace from the Dashboard How to Use the MPTrace UtilityAccessing Icmdba 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 a Command Line on a Node How to Use the Nicroi UtilityTo Access Nicroi from the Dashboard 168 Capturing Nicroi Data to niclog.xxx Using Tracing in Nicroi169 Copying Nicroi Log Files Capturing Nicroi Data to Roilog.txt170 To Access NMStart from the Dashboard How to Use the NMStart UtilitySetting the Download Directory Transferring Files Using NMStart How to Use the NMStop UtilityTo Access NMStart from a Command Line on a Node To Access NMStop from the Dashboard Using NMStop How to Use the OPCTest UtilityTo Access NMStop from a Command Line on a Node To Access OPCTest from the Dashboard Using OPCTest To Access OPCTest from a Command Line on a Node174 175 Debug Information Example176 Use the quit command to exit OPCTest How to Use the Procmon UtilityTo Access Procmon from the Dashboard 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 To Access RTTest from the Dashboard How to Use the RTTest UtilityAccessing RTRTrace 180 Using RTTest To Access RTTest from a Command Line on a Node181 Process LastStateChange LastHeartBeat Status Output Process182 Signifies that the process is running fine Equipment use UTC time as a common time referenceTransfer to the other side Process synchronized With the ICM call router Status Output ControllerDate Current date Time Current local time Been established with the ICM peripheral gateway Status Output PeripheralICM 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 Accessing SS7NICTrace How to Use the SS7NICTrace UtilityHow to Use the VRUTrace Utility To Access VRUTrace from the Dashboard VRUTrace Examples To Access VRUTrace from a Command Line on a NodeUsing VRUTrace Command Line Options 191 192 Systems Utility Name Description193 194 195 Network Logman Their properties Eventtriggers196 Properties, such as RAM, disk space, Network cards Taskkill Tasklist Displays a list of applications and servicesTasklistCSV Displays a list of applications and services 197 198 Cat Using 3rd Party Common ToolsArp -a Use the CAT utility to display, print, and combine files Using CAT Command Line Options To Access CAT from the Dashboard200 Chmod To Access Chmod from the DashboardUsing Chmod Command Line Options Use the Chmod utility to set file permissions Use the CP utility to copy files To Access CP from the DashboardUsing CP Command Line Options 202 To Access DF from the Dashboard 203 Diff Using DF Command Line OptionsTo Access Diff from the Dashboard 204 Using Diff Command Line Options 205 Using DU Command Line Options To Access DU from the Dashboard206 Fgrep To Access FGrep from the DashboardUsing FGrep Command Line Options 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 Head To Access Head from the DashboardUsing Head Command Line Options 212 Count defaults to IPConfig /all213 To Access Isql from the Dashboard 214 Isql uses the following options Using Isql215 Use the LS utility to view directory listings Accessing ISQL/WTo Access LS from the Dashboard 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 Net Statistics Workstation To Access NetStat from the DashboardNet Statistics Server NetStat NSLookUp Using NetStat Command Line OptionsTo Access NSLookup from the Dashboard 222 Using PathPing Command Line Options Using NSLookup Command Line OptionsTo Access PathPing from the Dashboard PathPing Ping To Access Ping from the DashboardUsing Ping Command Line Options Options for Ping are PStat 225 Route -PRINT To Access RM from the DashboardUsing RM Command Line Options 226 Shutdown Tool To Access Stopshut from the DashboardUsing Stopshut Command Line Options StopShut Strings Accessing SqlewTo Access Strings from the Dashboard 228 Tail Using Strings Command Line OptionsTo Access Tail from the Dashboard 229 Touch Using Tail Command Line OptionsTo Access Touch from the Dashboard 230 Using Touch Command Line Options 231 To Access WC from the Dashboard To Access Tracert from the DashboardUsing Tracert Command Line Options Tracert Which Using WC Command Line OptionsTo Access Which from the Dashboard 233 Winmsd Using Which Command Line Options234 Displays the Boot.ini file settings of the selected system BootcfgqryAccessing WinMSD NetshDump Driverquery To Access Eventtriggers from the DashboardDefragreport Eventtriggers Getmac Using Eventtriggers Command Line OptionsTo Access Logman from the Dashboard 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 Taskkill SysteminfoListSysteminfoCSV 245 Eq, ne Image name Eq, ne Service nameEq, ne Eq, ne, gt, lt, ge, le PID value TasklistCSV TasklistTableTasklist 247 248 Part 8 Reference 249 250 Starting and Stopping Support Tools Server/Node Processes 251 How Stop and Start the Node Agent Service How to Enable/Disable the Stpa ProcessHow to Stop and Start the Support Tools Server 252 253 254 How to View Support Tools Server and Stna Log Files How to View Support Tools LogsHow to View Support ToolsInstall Logs How to View Stpa Log Files 256 Select the IP Security Policy Management snap-in IPSec Settings and ProceduresHow to Examine Your IPSec Policy 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 Install Hangs Support Tools TroubleshootingInstallation Problems Support Tools Fails to Install Connection Problems Dashboard TroubleshootingSupport Tools Installs Disabled Services are not created and/or do not start Incorrect or invalid username or password entered Login ProblemsCan Access Dashboard Login Page but cannot log Re-enter username and password as follows Network Users Support Tools Server fails to connect to the Node Agent Utility ProblemsError When Selecting Host Local Users Utilities Missing Error Processing Request269 Dashboard Will Not Load Dashboard ProblemsError Processing Request Dashboard Online Help Does Not Display Disable popup blocking Dashboard online help does not display when selectedPopup blockers enabled on client machine 271 272 Index Index