Cisco WebEx Social Troubleshooting Guide, Release 3.3 and 3.3 SR1
General Procedures
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General Procedures

Table Of Contents

General Procedures

Obtaining Third Party Tools

Modifying Advanced Portal Properties

Checking Where solr Indexes Reside

On Search Store Nodes

On Index Store Nodes

How To Verify a WebEx Social Upgrade File Using MD5

Obtaining the MD5 from CCO

Linux

Mac OS

Windows

Manually Running Synthetic Monitor

Accessing the Notifier Administration Console


General Procedures


This chapter provides verification procedures, debugging procedures, maintenance and remedial procedures and other general information that may be used in other chapters of this guide.

This chapter is organized as follows:

Obtaining Third Party Tools

Modifying Advanced Portal Properties

Checking Where solr Indexes Reside

How To Verify a WebEx Social Upgrade File Using MD5

Manually Running Synthetic Monitor

Accessing the Notifier Administration Console

Obtaining Third Party Tools

The following publicly available troubleshooting tools (or equivalent) are required for some of the instructions in this chapter:

WinSCP—Utility for navigating and transferring files to/from *nix servers through SFTP, SCP, or FTP.

Freeware available at www.winscp.net

puTTY—SSH client, used to invoke CLI on *nix servers.

Available at: http://www.putty.org/

Firebug—Firefox plug-in that allows real-time debugging of web pages.

Obtain at: http://getfirefox.com

Modifying Advanced Portal Properties

You may want to change various Advanced Portal Properties when following the troubleshooting instructions in this document. To avoid clutter, in many cases only the Advanced Portal Property name and its target value are mentioned; detailed instructions as to how to access and modify an Advanced Portal Property are provided to the Cisco WebEx Social Administration Guide.

Checking Where solr Indexes Reside

On Search Store Nodes

These instructions apply to both master and slave nodes.

Log in to the machine, open /opt/cisco/search/conf/solrconfig.xml for viewing and find the <dataDir> entry.

If the value is "${solr.data.dir:./solr/data}", then /opt/cisco/search/data contains the indexes.

Otherwise the full path to the data directory is specified (for example /quaddata/search/solr/data).

On Index Store Nodes

Log in to the machine, open /opt/cisco/search/conf/solrconfig.xml for viewing and find the <dataDir> entry.

For posts, check the <dataDir> entry in solrconfig.xml under /opt/cisco/searchcache/multicore/post/conf. If no entry is present, /opt/cisco/searchcache/multicore/post/data is the folder. Otherwise the full path to the data directory is specified.

For social activity, check the <dataDir> entry in solrconfig.xml under /opt/cisco/searchcache/multicore/social/conf. If no entry is present, /opt/cisco/searchcache/multicore/social/data is the folder. Otherwise the full path to the data directory is specified.

For video, check the <dataDir> entry in solrconfig.xml under /opt/cisco/searchcache/multicore/video/conf. If no entry is present, /opt/cisco/searchcache/multicore/video/data is the folder. Otherwise the full path to the data directory is specified.

For followers, check the <dataDir> entry in solrconfig.xml under /opt/cisco/searchcache/multicore/follower/conf. If no entry is present, /opt/cisco/searchcache/multicore/follower/data is the folder. Otherwise the full path to the data directory is specified.

How To Verify a WebEx Social Upgrade File Using MD5

Upgrades for WebEx Social are typically performed using .img file downloads. Because of these files' significant size, they may become corrupted in the download process. Checking the integrity of the .img files is highly recommended.

You first need to obtain the MD5 checksum for the file. Check Obtaining the MD5 from CCO. Once you have this, you can check the file integrity on these operating systems:

Linux

Mac OS

Windows

Obtaining the MD5 from CCO

Each .img file uploaded to www.cisco.com (CCO) for download by customers has an MD5 checksum calculated to help ensure the integrity of the downloaded copy. Here are the steps to get the MD5 for a given .img:


Step 1 Go to http://www.cisco.com.

Step 2 Click Support, then click the Downloads tab.

Step 3 Type "webex social" in the Find field, then click the Find button.

Step 4 Click the Cisco WebEx Social link that appears.

Step 5 Navigate to the release and service release (SR) that you downloaded.

Step 6 Hover your mouse over the filename and you see a window like this one that has the MD5 (circled in red for clarity):

Step 7 Take note of the checksum.

Linux

Follow these steps to check the integrity of an .img file on Linux:


Step 1 Using SSH, log in to the server where the .img file resides.

Step 2 Go to the directory where the .img file resides.

Step 3 Run this command:

md5sum cisco-webex-social-X.Y.Z.AAAAA.BBB.img

where cisco-webex-social-X.Y.Z.AAAAA.BBB.img is the filename of the .img file you downloaded from CCO.

The output of this command will be the MD5 checksum and the file name, like so:

88a5dba53661da5dcd37f81011201933  cisco-webex-social-3.0.1.10305.39.img
 
   

Step 4 Compare the MD5 generated in the previous step with the MD5 that was obtained in the Obtaining the MD5 from CCO section.

Step 5 If they are not an identical match then your file download is corrupt and you should redownload the file before attempting to upgrade.

Mac OS

Follow these steps to check the integrity of an .img file on Mac:


Step 1 Open a terminal window on the Mac where the .img file resides.

Step 2 Go to the directory where the .img file resides.

Step 3 Run this command:

md5 cisco-webex-social-X.Y.Z.AAAAA.BBB.img

where cisco-webex-social-X.Y.Z.AAAAA.BBB.img is the filename of the .img file you downloaded from CCO.

The output of this command will be the MD5 checksum and the file name, like so:

88a5dba53661da5dcd37f81011201933  cisco-webex-social-3.0.1.10305.39.img
 
   

Step 4 Compare the MD5 generated in the previous step with the MD5 that was obtained in the Obtaining the MD5 from CCO section.

If they are not an identical match then your file download is corrupt and you should redownload the file before attempting to upgrade.

Windows

Windows users need to download the "FCIV" utility to check the integrity of an .img file. This Microsoft Knowledge Base article details where to get the required utility and how to use it:

http://support.microsoft.com/kb/889768

After you download and install the utility, follow these steps to check the integrity of an .img file on Windows:


Step 1 Open a Command Prompt window by clicking Start > Run and then typing cmd followed by the Enter key.

Step 2 In the command prompt that opens, go to the directory where the .img file resides.

Step 3 Run this command:

FCIV -md5 cisco-webex-social-X.Y.Z.AAAAA.BBB.img

where cisco-webex-social-X.Y.Z.AAAAA.BBB.img is the filename of the .img file you downloaded from CCO.

The output of this command will be the MD5 checksum and the file name, like so:

//
// File Checksum Integrity Verifier version 2.05.
//
88a5dba53661da5dcd37f81011201933  cisco-webex-social-3.0.1.10305.39.img
 
   

Step 4 Compare the MD5 generated in the previous step with the MD5 that was obtained in the Obtaining the MD5 from CCO section.

If they are not an identical match then your file download is corrupt and you should redownload the file before attempting to upgrade.

Manually Running Synthetic Monitor

If you need to run the synthetic monitoring script for troubleshooting purposes you can do so by taking these steps:


Step 1 Log in to an App Server node using the admin user.

Step 2 Select Drop to Shell from the menu.

Step 3 Run this command:

sudo -u quad /opt/cisco/quad_synthetic/MonitorTest.py --log=INFO

Also see the list of supported command-line options in the table.

Table 2-1 MonitorTest.py Command-Line Options

Option
Description
-h

or

--help

Display usage information

-s QUADSERVER

or

--quadserver=QUADSERVER

Specify a Cisco Webex Social App Server node to perform monitoring on. The localhost is used if this option parameter is not specified.

This option takes either a hostname or an IP address.

-u QUADUSER

or

--quaduser=QUADUSER
 
        

Specify a local user to use when running the script. Access to Cisco WebEx Social is only allowed on port 9001.

-t SEARCH_MAX_DELAY

or

--searchmaxdelay=SEARCH_MAX_DELAY
 
        

Specify the Search API maximum delay in seconds. The default value is 600 but you may need to increase it in large deployment where the search index can take a long time to build.

Lower limit is 600. There is no upper limit.

-p XAUTHSERVER

or

--xauthserver=XAUTHSERVER
 
        

Specify a Cisco Webex Social XAuth server.

-c CONFIG

or

--config=CONFIG
 
        

Specify a non-default configuration file.

-l LOG

or

--log=LOG
 
        

Specify a log level. Possible values are (from most verbose to less verbose): DEBUG, ERROR, INFO


Accessing the Notifier Administration Console

This procedure is applicable after either a fresh installation or an upgrade if you will access the Notifier web UI.

To provision Cisco WebEx Social to Communicate with the Notifier Server, follow these steps:

Procedure


Step 1 Sign in to Cisco WebEx Social as an administrator.

Step 2 Take these actions to access the Common Configurations window:

a. Click the down-arrow to the right of your name in the Global Navigation bar.

b. Select Account Settings from the drop-down menu.

c. Click the right-arrow next to Server

d. Click Common Configurations in the Server drawer.

Step 3 Select t the Notification Service tab.

Step 4 Verify that at least one Message Queue node is running. If it is not, enable the Message Queue nodes, verify they are running, then restart the quad service on all App Server nodes.

Step 5 In the Notification Service tab, click Start Synchronization.

The system displays a message that informs you when the synchronization process completes.

Step 6 If the Cisco WebEx Social node that is running the synchronization operation is restarted in the middle of this operation, click Reset Sync Flag, then click Start Synchronization again.

Step 7 If you received a synchronization-error notification, you can resume the synchronization where it was stopped by clicking the Resume Synchronization button, or you can start the synchronization from the beginning by clicking the Start Synchronization button.

Step 8 To receive XMPP updates:

a. Sign out of Cisco WebEx Social.

b. Sign in to Cisco WebEx Social as a regular user.


Additional Steps

To access the Notifier administration user console, follow these steps:

Procedure


Step 1 Enable ports 9095 and 9096 in the firewall by performing the following substeps:


Note For security reasons, ports 9095 (for http) and 9096 (for https), which are used by the Notifier administration console, are blocked by the firewall by default.


a. Use an SSH client to access the Notifier server and log in as the admin user.

b. Enter these commands:

sudo iptables -A INPUT -p tcp --dport 9095 -j ACCEPT

sudo iptables -A INPUT -p tcp --dport 9096 -j ACCEPT

Step 2 Sign in to the console as follows, where Notifier_server_host is the fully qualified domain name or IP address of the Notifier node:

http://Notifier_server_host:9095\

Use the username admin and use the Unified Access password that you set when you performed the Cisco WebEx Social installation or upgrade procedure.

Step 3 To close the ports, enter the following command:

sudo /sbin/service firewall restart


For more information about the Notification Service, see Cisco WebEx Social Administration Guide.