Cisco IPICS Server Installation and Upgrade Guide, Release 2.0(1)
Troubleshooting the Installation
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Troubleshooting Cisco IPICS Installation Issues

Table Of Contents

Troubleshooting Cisco IPICS Installation Issues

Cisco IPICS Cannot Detect the NIC During Installation

No Network Connectivity After Connecting the Ethernet Cable to Interface 1 on the Server

The Cisco IPICS Operating System Detects Unsupported Hardware

The Server Cannot Allocate Partitions

Troubleshooting "Bad Interpreter: Permission Denied" Errors

Troubleshooting "Permission Denied" Errors

Troubleshooting Invalid Base Server License Messages

Host Name Mismatch or Problems Installing the License After Changing the Server IP Address

You Cannot Connect to the Server By Using Your Browser

Cisco IPICS Displays an Authorization Error


Troubleshooting Cisco IPICS Installation Issues


The issues that are described in this section may occur during, or as a result of, installing the Cisco IPICS operating system or the Cisco IPICS server software. For information about troubleshooting the PMC application installation, refer to the "Troubleshooting Tips for the PMC Application" chapter in the Cisco IPICS Troubleshooting Guide, Release 2.0(1).

This chapter includes the following sections:

Cisco IPICS Cannot Detect the NIC During Installation

No Network Connectivity After Connecting the Ethernet Cable to Interface 1 on the Server

The Cisco IPICS Operating System Detects Unsupported Hardware

The Server Cannot Allocate Partitions

Troubleshooting "Bad Interpreter: Permission Denied" Errors

Troubleshooting "Permission Denied" Errors

Troubleshooting Invalid Base Server License Messages

Host Name Mismatch or Problems Installing the License After Changing the Server IP Address

You Cannot Connect to the Server By Using Your Browser

Cisco IPICS Displays an Authorization Error

Cisco IPICS Cannot Detect the NIC During Installation

Problem   During the installation of the Cisco IPICS operating system on the Cisco MCS 7825-H2 server, the Kudzu hardware detection utility window timed out, or you chose ignore the device. The Cisco IPICS operating system did not detect any of the NICs in your server. You have no network connectivity.

Solution   You have to rerun the Kudzu hardware detection utility so that the Cisco IPICS operating system can detect the NICs. Then, you need to configure the eth0 interface for IP connectivity.

Perform the following steps to configure the hardware by using the Kudzu hardware detection utility and configure the eth0 interface for IP connectivity:

Procedure


Step 1 Log in to the Cisco IPICS server with the root user ID.

You must be directly connected to the terminal by a console connection.

Step 2 To confirm that the Kudzu hardware detection utility did not configure the eth0 interface, enter the following command:

[root]# ifconfig -a

If the interface has not been configured, output that is similar to the following example displays:

[root]# ifconfig -a

lo        Link encap:Local Loopback  
          inet addr:127.0.0.1  Mask:255.0.0.0
          UP LOOPBACK RUNNING  MTU:16436  Metric:1
          RX packets:316510 errors:0 dropped:0 overruns:0 frame:0
          TX packets:316510 errors:0 dropped:0 overruns:0 carrier:0
          collisions:0 txqueuelen:0 
          RX bytes:149449273 (142.5 Mb)  TX bytes:149449273 (142.5 Mb)

The preceding example shows that the Cisco IPICS operating system configured the loopback (lo) interface, and did not configure the eth0 interface.

Step 3 Enter one of the following commands to start the Kudzu hardware detection utility:

[root]# service kudzu start

or

[root]# /usr/sbin/kudzu

The system displays the Kudzu hardware detection utility window.

Step 4 To configure the system hardware, press any key before the Kudzu window times out.

Step 5 Perform the following steps, depending on the window that the system displays:

If a window displays indicating that the system detected the Intel SATA controller, proceed to Step 11.

If a window displays indicating that the system added or removed a NIC, continue with Step 6.


Note A window indicating that a NIC was added or removed indicates that the Cisco IPICS operating system hardware detection utility detected the NIC that controls the eth0 interface. If the system detected the NIC for the first time, you configure the NIC in the next step. If the system already configured the NIC, it removed the configuration from the system, and you specify the system to keep the configuration in the next step.


Step 6 Perform one of the following actions, depending on the window that the system displays:

If a window displays indicating that the system added a NIC, press Enter to choose the Configure option from the following choices.

Configure—Choose this option to configure the NIC. This option specifies the default.

Ignore the device—Choose this option if you do not have hardware that needs to be added to the system.

Do nothing—Choose this option if you do not want to configure the hardware. If you reboot the server, the hardware configuration utility will detect the hardware as being newly installed, and you will be prompted to configure it.

If you already configured the eth0 interface, a window displays to indicate that the system removed a NIC. If this window displays, press the Tab key, select Keep configuration, and press Enter to select the Keep configuration option from the following choices:

Remove configuration—Choose this option to remove the configuration for the NIC.

Keep configuration—Choose this option to keep the configuration for the NIC.

Do nothing—Choose this option to do nothing to the NIC configuration.


Note Do not choose the Remove configuration option, or all configuration is removed from the NIC.


The Cisco IPICS operating system configuration program displays the interface configuration window.

Step 7 If you configured the NIC in Step 6, press the space bar to choose Use dynamic IP/configuration (BOOTP/DHCP).

An asterisk displays in the check box area to indicate that you have chosen to use the Dynamic Host Configuration Protocol (DHCP).


Note This step allows the Cisco IPICS operating system to detect the NIC that controls the interface on your server. Cisco IPICS does not use DHCP. You must use a static IP address to configure your Cisco IPICS server for network connectivity. You perform the IP configuration steps as described in Step 12.


Step 8 Press Tab or use the left and right arrows to choose OK.

Step 9 To accept your choice, press Enter.

Step 10 If the operating system configuration program displays a second window that indicates that the Cisco IPICS operating system detected another NIC, perform the following actions to ignore the configuration for the eth1 interface:

a. Press Tab to choose Ignore.

b. Press Enter to confirm.


Note Make sure that you do not configure the eth1 interface. Cisco IPICS does not support the configuration of the eth1 interface.


The Cisco IPICS operating system configuration program continues without configuring the eth1 interface, and displays a window indicating that it detected the Intel SATA Controller.

Step 11 Press Enter to accept the Configure option and configure the Intel SATA controller.

The system automatically configures the Intel SATA controller, and returns you to the root prompt.

Step 12 To configure your network for use with Cisco IPICS, enter the following command:

[root] modify_ip

The system displays text that it similar to the following example:

Use this tool to faciliate changing the Cisco IPICS server network 
settings, such as IP address or host name.  

To change the current settings, enter the new values below.  To accept 
the existing values without making any changes, press Enter.

Step 13 Enter the IP address for your server; then, press Enter.

The system displays the following text:

Subnet mask for interface eth0[]:

Step 14 Enter the subnet mask for your IP address; then, press Enter.

Step 15 The system displays the following text:

default gateway[]:

Step 16 Enter the default gateway for your network and press Enter.

The system displays the other fields that you configure to ensure network connectivity.

Step 17 Enter the host name, domain name, primary DNS server and (optional) any secondary DNS servers when prompted at the command line. Press Enter after each entry.


Note Make sure that you also update your DNS servers if you want to access Cisco IPICS by using the host name.


Step 18 Press Y; then, press Enter to confirm the entries.

The system displays text that it similar to the following example:

The tool is now ready to modify your system configuration. 
After changing the configuration files, the tool will initiate a 
system shutdown and restart the server.
If you are using a network connection, your session will be 
interrupted and you will need to 
reconnect by using the new settings:
    IP Address: 10.1.1.1       Hostname: myhostname

Enter Y to proceed with these values or N to cancel[N]:

Step 19 Press Y; then, press Enter to confirm your choices and reboot the server.

The server reboots and returns you to Login screen.


No Network Connectivity After Connecting the Ethernet Cable to Interface 1 on the Server

Problem   After you install the Cisco IPICS operating system software, you cannot connect to your network with your server. The Ethernet cable is connected to Ethernet interface 1 on the server. The connection uses DHCP and does not use a static address.

Solution   If your interfaces are labeled 1 and 2, the server might map the eth0 port to interface 2. Connect the Ethernet cable to interface 2 on your server, or consult the documentation for your server to determine the mapping scheme for the eth0 port.


Note If your interfaces are labeled NIC 1 and NIC 2, connect the Ethernet cable to the NIC 1 interface.


The Cisco IPICS Operating System Detects Unsupported Hardware

Problem   When you install the Cisco IPICS operating system software, a message displays to inform you that the hardware platform is not supported.

Solution   The installation program includes hardware detection logic that checks for supported parameters on the server. If any of the parameters do not match with the information that is contained in the installation program, an unsupported hardware message displays. For instance, if you install the Cisco IPICS operating system on a supported server model that does not have the required amount of memory installed, the installation program detects an unsupported parameter. In this case, the server model is actually supported, but because there is insufficient memory to support Cisco IPICS, the message displays.

Make sure that you check the Cisco IPICS Compatibility Matrix at the following URL for the most current versions of compatible hardware components, including memory requirements, and software versions for use with Cisco IPICS:

http://www.cisco.com/univercd/cc/td/doc/product/cis/c_ipics/index.htm

The Server Cannot Allocate Partitions

Problem   When you attempt to install the Cisco IPICS operating system software, the server displays the following error message:

Could not allocate requested partitions:
Partitioning Failed: Could not allocate partitions
Press OK to reboot system.

Solution   You may encounter this error if the server does not have sufficient hard disk space. Make sure that no hard disks have been removed from your server; your server must have 160 GB of hard disk space to function properly with the Cisco IPICS operating system.

Troubleshooting "Bad Interpreter: Permission Denied" Errors

Problem   You attempt to install the Cisco IPICS server software by using the following command, and the installer displays a bad interpreter error similar to the following example:

[root]# ./ipics-installer.run
./ipics-installer.run

-bash: ./ipics-installer.run: /bin/bash: bad interpreter: Permission 
denied

where:

ipics-installer.run represents the name of the Cisco IPICS installer file that you are attempting to run.

Solution   The shell interpreter script for the Cisco IPICS operating system misinterprets the ./ command. To fix this problem, replace ./ with the bash command, as shown in the example below.

[root]# bash <name-of-installer-file>.run

where:

<name-of-installer-file>.run represents the name of the Cisco IPICS installer file that you are attempting to run.

Troubleshooting "Permission Denied" Errors

Problem   When you start the Cisco IPICS server software installation, the installer displays a permission denied error similar to the following example:

[root]# bash ipics-installer.run
-bash: bash ipics-installer.run: Permission denied

where:

ipics-installer.run represents the name of the Cisco IPICS installer file that you are attempting to run.

Solution   The secure copy or FTP program saved the .run file as read-only file, and the system cannot run the file. Modify the file to so that the system can run it, as shown in the example below.

[root] # chmod 550 <name-of-installer-file>.run

where:

<name-of-installer-file>.run is the name of the Cisco IPICS installer file.

Troubleshooting Invalid Base Server License Messages

Problem   You upload the license for your Cisco IPICS server in the Administration > License Management window. After you click Apply to apply the license, the following message persists in the Administration Console:

Your system does not have a valid base server license; please upload 
this license file type.

You cannot navigate to any other windows in the Administration Console.

Solution   This situation might be caused by one or more of the following conditions:

The license file is invalid

The license manager does not recognize the license file as a valid file, and does not run

The license manager did not start

The inclusion of unnecessary files in the directory in which Cisco IPICS stores the licenses are causing problems with the license manager

To resolve these conditions, perform the following procedure:

Procedure


Step 1 Check the following items to make sure that you have a valid license file:

Make sure that the license file has a file extension of .lic.

Make sure that there are no spaces or special characters in the name of the license file.

Make sure that the MAC address for the license file matches the MAC address of the eth0 interface of the Cisco IPICS server. Follow the procedure in Step 2 of the "Obtaining Your License File" section to retrieve the MAC address of the eth0 interface.

Step 2 From the Administration Console, navigate to the Administration > License Management window; then, click the Apply button to restart the license manager.

Step 3 If the server continues to display the invalid license message, log in to the server by using the root user ID.

Step 4 To check the status of the license file, enter the following command:

[root]# service ipics_lm status

Step 5 Perform the following action, depending on the message that Cisco IPICS displays:

If the following message displays, the license manager is not running. Continue with Step 6.

ipics_lm is not running.

If the following message displays, the license manager is running. Proceed to Step 9.

ipics_lm is running (PID 24856).


Note The license manager does not start until it detects a valid license file. If the license manager is not running after you upload a license file, this condition could indicate that the license manager does not recognize the license file as a valid file.


Step 6 If the license manager is not running, restart the license manager by entering the following command:

[root]# service ipics_lm restart

Step 7 To recheck the status of the license manager, enter the following command:

[root]# service ipics_lm status

Step 8 Perform one of the following actions, depending on the message that displays:

If a message displays to indicate that the license manager is running, proceed to Step 9.

If a message displays to indicate that the license manager is not running, continue with Step 10.

Step 9 Perform the following steps to check for unnecessary files that are in the license directory, delete them, and upload the license files again:

a. Log in to the Cisco IPICS server by using the root user ID.

b. To navigate to the directory that includes the license files, enter the following command:

[root]# cd /root/tomcat/current/webapps/license

c. Remove all of the license files that are in the /root/tomcat/current/webapps/license directory by entering the following command:

[root]# rm *.lic

d. Enter yes when you are prompted to confirm the deletion of each license file.


Note Do not remove any other files in this directory.


e. Upload the license file or files by following the procedure in the "Uploading the Cisco IPICS License Files" section.


Note Be sure to click Apply after you upload each file.


Step 10 If you still cannot upload the license file, perform the following steps:

a. To create a log file and a .tar file that contain diagnostic and logging information, enter the following command:

[root]# /opt/cisco/ipics/bin/diagnosticscript <output-file-name>.log <tar-file-name>.tar

where:

<output-file-name>.log is the name that you designate for the log file, and <tar-file-name>.tar is the name that you designate for the .tar file.

b. Save the .tar file that you created in Step a. to your PC by following the procedure that is listed in the Downloading the Server Diagnostic Information section in the "Understanding Cisco IPICS Serviceability and Diagnostic Information" chapter of the Cisco IPICS Server Administration Guide.

c. Contact your Cisco technical support representative for further assistance; you may need to provide the .tar file.


Problem   You uploaded multiple license files, but the summary in the Administration > License Management window does not display all of the features that you have licensed.

Solution   Perform the following actions to make sure that the name of the license file matches the MAC address of the server eth0 interface so that the license manager can read each license correctly.

Procedure


Step 1 Log in to the Cisco IPICS server by using the root user ID.

Step 2 To navigate to the directory that includes the license files, enter the following command:

[root]# cd /root/tomcat/current/webapps/license

Step 3 Remove all of the license files that are in the /root/tomcat/current/webapps/license directory by entering the following command:

[root]# rm *.lic

Step 4 Enter yes when you are prompted to confirm the deletion of each license file.


Note Do not remove any other files in this directory.


Step 5 From the Administration Console, navigate to the Administration > License Management window.

Step 6 Upload the license file(s) by following the procedure in the "Uploading the Cisco IPICS License Files" section.


Note Make sure that each license file has the correct MAC address.



Host Name Mismatch or Problems Installing the License After Changing the Server IP Address

Problem   You changed the IP address of your Cisco IPICS server. After you reboot the server, you open the Administration Console and upload the license. When you click Apply to apply the license to the server, the following message persists in the Administration Console and you cannot navigate to any area in the Administration Console except the Administration > License Management window:

Your system does not have a valid base server license; please upload 
this license file type.

Changing the IP address might cause problems with installing Cisco IPICS, or cause other "host mismatch" error messages.

Solution   Some methods of changing the IP address do not update the /etc/hosts file, which can cause host mismatch or other IP connectivity problems. To ensure that Cisco IPICS properly processes any IP address changes, use the modify_ip tool to change the IP address by performing the following procedure:

Procedure


Step 1 Connect to the Cisco IPICS server via a terminal console by using the root user ID.

Step 2 To change your IP address, enter the following command:

[root] modify_ip

The system displays the following text:

Please enter new settings or press Enter to accept existing values:
ip address for interface eth0[]:

Step 3 Enter the IP address for your server; then, press Enter.


Note If you have an existing value for this field, or for any other field that follows, the information in the square brackets displays the current value. Press Enter without entering any value to retain the existing value.


The system displays the following text:

Subnet mask for interface eth0[]:

Step 4 Enter the subnet mask for your IP address; then, press Enter.

Step 5 The system displays the following text:

default gateway[]:

Step 6 Enter the default gateway for your network; then, press Enter.

The system displays the other fields that you configured to ensure network connectivity.

Step 7 Enter the host name, domain name, primary DNS server and (optional) any secondary DNS servers at the command line when you are prompted. Press Enter after each entry.

The system displays the following text:

Enter Y to confirm the new settings[No]:

Step 8 Enter Y to confirm the entries.


Note If you enter No, or press Enter with no text, the system returns you to the beginning of the configuration steps, starting with Step 3.


The system displays the following text:

The tool is now ready to modify your system configuration. 
After changing the configuration files, the tool will initiate a 
system shutdown and restart the server.
If you are using a network connection, your session will be 
interrupted and you will need to 
reconnect by using the new settings:
    IP Address: 10.1.1.1       Hostname: myhostname

Enter Y to proceed with these values or N to cancel[N]:

Step 9 Enter Y to confirm your choices and reboot the server.

The server reboots and returns you to Login screen.


You Cannot Connect to the Server By Using Your Browser

Problem   After you install Cisco IPICS, you enter the static IP address or the host name for the Cisco IPICS server into a browser and you cannot contact the server.

Solution   If you cannot connect to the Cisco IPICS server through a browser, one of the following situations may have occurred:

You entered the incorrect IP address for the Cisco IPICS server

The tomcat service is not running

To diagnose the problem, perform the following procedure:


Step 1 Check that you entered the correct IP address for the Cisco IPICS server in the browser.

Step 2 Access the Cisco IPICS server by using a terminal console.

Cisco IPICS displays a black screen with the following text:

Cisco IPICS

hostname login:

with hostname being the host name of the Cisco IPICS server.

Step 3 Enter root in the hostname login: field and press Enter.

Cisco IPICS prompts you for the password for the root user.

Step 4 Enter the password for the root user and press Enter.

Step 5 Ensure that the tomcat service is running by entering the following command:

[root] # service ipics_tomcat status

Step 6 Perform one of the following actions, depending on the output that you receive:

If the tomcat service is running, you receive output similar to the following example:

[root]# service ipics_tomcat status
PID_SEARCH_RESULT= 9675
PID=9675
Tomcat process (pid 9675) is running on the system

If you receive output similar to the previous example, continue to Step 8.


If the tomcat service is not running, you receive output similar to the following example:

[root]# service ipics_tomcat status
PID_SEARCH_RESULT=
Tomcat is not running on the system.

If you receive command output similar to the previous example, restart the tomcat service and the policy engine by entering the following command:

[root]# service ipics restart


Note Be aware that Cisco IPICS cancels any active policy engine dial-in or dial-out calls when you enter the service ipics restart command.


Step 7 If the tomcat service was not running and you had to start it manually, perform the following actions to determine why the tomcat service was not running:

a. Check whether Cisco IPICS already installed the crontab file by entering the following command:

[root]# crontab -l -u ipicsadmin


Note The crontab file runs a process that checks if the tomcat service and database are running, and starts them if they are not running.


b. If the crontab command returns something similar to the following message, the crontab file already exists. Continue to Step 8.

[root]# crontab -l -u ipicsadmin
#--------------------------------------------------------------
#
#  Module: ipicsadmin.cron - Cisco IPICS cron file for user 
'ipicsadmin'
#
#  Usage: crontab < ipicsadmin.cron
#
#  Environment Variables: 
#
#---------------------------------------------------------------
SHELL=/bin/sh
MAILTO=root
HOME=/opt/cisco/ipics/tomcat

*  *  *  *  * /opt/cisco/ipics/bin/check_tomcat >> 
/opt/cisco/ipics/tomcat/current/logs/ipicsadmin_cron.log 2>&1

c. If the crontab command returned a message such as "no crontab for ipicsadmin," install the crontab file by entering the following command:

[root] # crontab /opt/cisco/ipics/cron/ipicsadmin.cron

Cisco IPICS installs the crontab file. Almost immediately, Cisco IPICS starts the tomcat service. You can then log in to the Administration Console by using your browser.

Step 8 To verify that the static IP address, subnet mask, and default gateway are properly configured, enter the following command:

ping <default gateway IP address>

where <default gateway IP address> represents the default gateway address for your network.

Step 9 If the ping command is successful, log in to another server on the network and attempt to ping this Cisco IPICS server.

If the ping command is not successful, troubleshoot the network connectivity with your network administrator.


Cisco IPICS Displays an Authorization Error

Problem   After installing Cisco IPICS, you log in to the Administration Console and receive an authorization error.

Solution   An authorization error can occur in one of the following circumstances:

You may have entered an incorrect user name or password

The database server may not have started.

To resolve this problem, perform the following procedure:

Procedure


Step 1 Before you check the status of the database server, verify that you entered the correct user name and password, and that the Caps Lock setting is not on.

If you confirm that you entered the correct login information for the Cisco IPICS Administration Console and still receive an authorization error, you must check the status of the database. Continue to Step 5.

Step 2 Access the Cisco IPICS server by using a terminal console.

Cisco IPICS displays the following text:

Cisco IPICS

hostname login:

with hostname being the host name of the Cisco IPICS server.

Step 3 Enter root in the hostname login: field and press Enter.

Cisco IPICS prompts you for the password for the root user.

Step 4 Enter the password for the root user and press Enter.

Step 5 To check the status of the database, enter the following command:

[root] #onstat -

If the database is online and running, the command returns a response that is similar to the following example:

IBM Informix Dynamic Server Version 10.00.UC1     -- On-Line -- Up 
00:16:14 -- 124036 Kbytes

If the database is not running, the command returns a response that is similar to the following example:

shared memory not initialized for INFORMIXSERVER 'IPICSDBServer'

Step 6 If the database is not running, manually start the database server by entering the following command:

[root] #service ipics_db start