Cisco IPICS Troubleshooting Guide, Release 2.0(1)
Preface
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Preface

Table Of Contents

Preface

Audience

Organization

Related Documentation

Cisco Unified CallManager Documentation

Cisco Unified CallManager Express Documentation

Cisco 7800 Series Media Convergence Servers Documentation

Cisco Unified IP Phone Documentation

Cisco Land Mobile Radio over IP Documentation

Cisco Security Agent Documentation

Cisco IOS Documentation

Voice Quality Documentation

IP Multicast Documentation

Session Initiation Protocol Documentation

Document Notes and Conventions

Obtaining Documentation

Cisco.com

Product Documentation DVD

Ordering Documentation

Documentation Feedback

Cisco Product Security Overview

Reporting Security Problems in Cisco Products

Product 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


The Cisco IPICS Troubleshooting Guide, Release 2.0(1) provides you with the information that you need to troubleshoot problems that you may encounter when you install, configure, or use the Cisco IP Interoperability and Collaboration System (hereafter referred to as Cisco IPICS) solution. System administrators should review this document to aid in their troubleshooting efforts for problems that they may encounter when they use Cisco IPICS.

Audience

The Cisco IPICS Troubleshooting Guide, Release 2.0(1) targets system administrators who install, configure, operate, and manage tasks on the Cisco IPICS system. This document also targets end users who communicate with other users by using a PMC or Cisco IP Phone.

Organization

This document is organized as follows:

"Finding Troubleshooting Information for Cisco IPICS"

This chapter provides information about how to find troubleshooting information for Cisco IPICS.

"Troubleshooting Cisco IPICS Network Processes"

This chapter includes troubleshooting tips for the network processes that the Cisco IPICS server uses, such as the tomcat service, the database server, the license manager, the dial engine, and the Cisco Security Agent (CSA).

"Troubleshooting the Cisco IPICS Server"

This chapter includes information about troubleshooting the Cisco IPICS server and Cisco IPICS policy engine (hereafter known as policy engine). It also includes information about components that work with Cisco IPICS, such as Cisco Unified IP Phones and the router media service (RMS).

"Troubleshooting Tips for the PMC Application"

This chapter includes troubleshooting information for the Cisco IPICS Push-to-Talk Management Center (PMC).

"Using the Cisco IPICS CLI Tools and Service Commands"

This chapter includes information about the command line interface (CLI) tools and service commands that you can use with Cisco IPICS.

"Understanding the Cisco IPICS Logs"

This chapter includes information about the activity and error logs that Cisco IPICS generates, along with information about how to interpret the data in the logs.


Related Documentation

For more information about Cisco IPICS components, refer to the following documentation:

Cisco IPICS PMC Installation and User Guide, Release 2.0(1)—This document describes how to install, configure, manage, and operate the Cisco IPICS PMC application.

Cisco IPICS PMC Quick Start Reference Card, Release 2.0(1)—This document provides tips and quick references for the most frequently used procedures that a user can perform on the Cisco IPICS PMC.

Cisco IPICS PMC Debug Reference Quick Start Guide, Release 2.0(1)—This document provides a quick reference for troubleshooting and debugging the Cisco IPICS PMC.

Cisco IPICS PMC Command Line Interface, Release 2.0(1)—Describes the commands that you can use from the command line interface (CLI) to obtain information or to change settings for the Cisco IPICS PMC.

Cisco IPICS Server Administration Guide, Release 2.0(1)—This document contains information about the key configuration, operation, and management tasks for the Cisco IPICS server.

Cisco IPICS Server Quick Start Guide, Release 2.0(1)—This document is a condensed version of the Cisco IPICS Server Administration Guide to help the administrator to quickly get started with Cisco IPICS.

Cisco IPICS Server Quick Start Reference Card, Release 2.0(1)—This document provides tips, quick references, and usage guidelines for the Cisco IPICS server.

Cisco IPICS Server Installation and Upgrade Guide, Release 2.0(1)—Describes how to install, configure, and upgrade the Cisco IPICS server software and Cisco IPICS operating system.

Cisco IPICS Server Quick Start Installation Reference Card, Release 2.0(1)—This document provides tips and quick references for installing and upgrading the Cisco IPICS server.

Release Notes for Cisco IPICS Release 2.0(1)—This document contains a description of the new and changed features, important notes, caveats, and documentation updates for this release of Cisco IPICS.

Cisco IPICS 2.0(1) Resources Card (Documentation Locator)—This document provides a summary of the documentation that is available for this release of Cisco IPICS.

Solution Reference Network Design (SRND) for Cisco IPICS Release 2.0(1)— This document provides information about design considerations and guidelines for deploying the Cisco IPICS solution.

Cisco IPICS Compatibility Matrix—This document contains information about compatible hardware and software that is supported for use with Cisco IPICS.

To access the documentation suite for Cisco IPICS, refer to the following URL:

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

Cisco Unified CallManager Documentation

For information about Cisco Unified CallManager, refer to the documentation at this URL:

http://www.cisco.com/univercd/cc/td/doc/product/voice/c_callmg/index.htm

Cisco Unified CallManager Express Documentation

For information about Cisco Unified CallManager Express, refer to the documentation at this URL:

http://www.cisco.com/univercd/cc/td/doc/product/voice/its/index.htm

Cisco 7800 Series Media Convergence Servers Documentation

For information about Cisco 7800 Series Media Convergence Servers, refer to the data sheets at this URL:

http://www.cisco.com/en/US/products/hw/voiceapp/ps378/
products_data_sheets_list.html

Cisco Unified IP Phone Documentation

For information about Cisco Unified IP Phones, refer to the documentation at this URL:

http://www.cisco.com/univercd/cc/td/doc/product/voice/c_ipphon/index.htm

Cisco Land Mobile Radio over IP Documentation

For information about Cisco Land Mobile Radio (LMR) over IP, refer to the documentation at this URL:

http://www.cisco.com/univercd/cc/td/doc/product/software/ios123/123newft/
123t/123t_7/lmrip/index.htm

Cisco Security Agent Documentation

For information about Cisco Security Agent, refer to the documentation at this URL:

http://www.cisco.com/univercd/cc/td/doc/product/vpn/ciscosec/

Cisco IOS Documentation

The Cisco IOS software documentation set describes the tasks and commands necessary to configure certain system components and other Cisco products, such as access servers, routers, and switches. Each configuration guide can be used in conjunction with its corresponding command reference.

For information about Cisco IOS software configuration, refer to the documentation at this URL:

http://www.cisco.com/univercd/cc/td/doc/product/software/

Voice Quality Documentation

For information about voice quality problems and symptoms, refer to the Recognizing and Categorizing Symptoms of Voice Quality Problems documentation, which can be found at the following URL:

http://www.cisco.com/en/US/tech/tk652/tk698/
technologies_white_paper09186a00801545e4.shtml

This document categorizes and defines voice quality problem symptoms and may aid your troubleshooting efforts by helping you to identify specific problems through the use of sample sound recordings. This document also includes a link to the TAC Case Collection Tool, which provides solutions by interactively identifying and troubleshooting common technology or product problems.

You can access the TAC Case Collection Tool at the following URL:

http://www.cisco.com/en/US/customer/support/tsd_tac_case_collection.html

IP Multicast Documentation

For a description of common problems and solutions that relate to using IP multicast communications, refer to the following link and search for the IP Multicast Troubleshooting Guide. You can also use this link to search for general IP multicast information:

http://www.cisco.com/en/US/products/ps6552/
products_ios_technology_home.html

Session Initiation Protocol Documentation

The dial engine, which controls the dial-in and dial-out functionality of the policy engine, uses the Session Initiation Protocol (SIP). For information about SIP, including configuration and troubleshooting guides, refer to the documentation at the following URL:

http://cisco.com/en/US/tech/tk652/tk701/tk587/
tsd_technology_support_sub-protocol_home.html

Document Notes and Conventions

This document uses the following conventions for instructions and information:


Note Means reader take note. Notes contain helpful suggestions or references to materials not contained in this manual.



Caution This caution symbol means reader be careful. In this situation, you might do something that could result in equipment damage or loss of data.

Table 1 Conventions 

Convention
Description

boldface font

Commands and keywords appear in boldface.

italic font

Command input for which you supply the values appear in italics.

[     ]

Optional keywords and default responses to system prompts appear within square brackets.

{x | x | x}

A choice of keywords (represented by x) appears in braces separated by vertical bars. You must select one.

string

A nonquoted set of characters. Do not use quotation marks around the string or the string will include the quotation marks.

^ or Ctrl

Represent the key labeled Control. For example, when you read ^D or Ctrl-D, you should hold down the Control key while you press the D key.

screen font

Examples of information displayed on the screen.

boldface screen 
font

Information that you must enter is in boldface screen font.

italic screen font

Arguments for which you supply values are in italic screen font.


Obtaining Documentation

Cisco documentation and additional literature are available on Cisco.com. This section explains the product documentation resources that Cisco offers.

Cisco.com

You can access the most current Cisco documentation at this URL:

http://www.cisco.com/techsupport

You can access the Cisco website at this URL:

http://www.cisco.com

You can access international Cisco websites at this URL:

http://www.cisco.com/public/countries_languages.shtml

Product Documentation DVD

The Product Documentation DVD is a library of technical product documentation on a portable medium. The DVD enables you to access installation, configuration, and command guides for Cisco hardware and software products. With the DVD, you have access to the HTML documentation and some of the PDF files found on the Cisco website at this URL:

http://www.cisco.com/univercd/home/home.htm

The Product Documentation DVD is created and released regularly. DVDs are available singly or by subscription. Registered Cisco.com users can order a Product Documentation DVD (product number DOC-DOCDVD= or DOC-DOCDVD=SUB) from Cisco Marketplace at the Product Documentation Store at this URL:

http://www.cisco.com/go/marketplace/docstore

Ordering Documentation

You must be a registered Cisco.com user to access Cisco Marketplace. Registered users may order Cisco documentation at the Product Documentation Store at this URL:

http://www.cisco.com/go/marketplace/docstore

If you do not have a user ID or password, you can register at this URL:

http://tools.cisco.com/RPF/register/register.do

Documentation Feedback

You can provide feedback about Cisco technical documentation on the Cisco Technical Support & Documentation site area by entering your comments in the feedback form available in every online document.

Cisco Product Security Overview

Cisco provides a free online Security Vulnerability Policy portal at this URL:

http://www.cisco.com/en/US/products/
products_security_vulnerability_policy.html

From this site, you will find information about how to do the following:

Report security vulnerabilities in Cisco products

Obtain assistance with security incidents that involve Cisco products

Register to receive security information from Cisco

A current list of security advisories, security notices, and security responses for Cisco products is available at this URL:

http://www.cisco.com/go/psirt

To see security advisories, security notices, and security responses as they are updated in real time, you can subscribe to the Product Security Incident Response Team Really Simple Syndication (PSIRT RSS) feed. Information about how to subscribe to the PSIRT RSS feed is found at this URL:

http://www.cisco.com/en/US/products/products_psirt_rss_feed.html

Reporting Security Problems in Cisco Products

Cisco is committed to delivering secure products. We test our products internally before we release them, and we strive to correct all vulnerabilities quickly. If you think that you have identified a vulnerability in a Cisco product, contact PSIRT:

For emergencies only — security-alert@cisco.com

An emergency is either a condition in which a system is under active attack or a condition for which a severe and urgent security vulnerability should be reported. All other conditions are considered nonemergencies.

For nonemergencies — psirt@cisco.com

In an emergency, you can also reach PSIRT by telephone:

1 877 228-7302

1 408 525-6532


Tip We encourage you to use Pretty Good Privacy (PGP) or a compatible product (for example, GnuPG) to encrypt any sensitive information that you send to Cisco. PSIRT can work with information that has been encrypted with PGP versions 2.x through 9.x.

Never use a revoked encryption key or an expired encryption key. The correct public key to use in your correspondence with PSIRT is the one linked in the Contact Summary section of the Security Vulnerability Policy page at this URL:

http://www.cisco.com/en/US/products/
products_security_vulnerability_policy.html

The link on this page has the current PGP key ID in use.

If you do not have or use PGP, contact PSIRT to find other means of encrypting the data before sending any sensitive material.


Product Alerts and Field Notices

Modifications to or updates about Cisco products are announced in Cisco Product Alerts and Cisco Field Notices. You can receive Cisco Product Alerts and Cisco Field Notices by using the Product Alert Tool on Cisco.com. This tool enables you to create a profile and choose those products for which you want to receive information.

To access the Product Alert Tool, you must be a registered Cisco.com user. (To register as a Cisco.com user, go to this URL: http://tools.cisco.com/RPF/register/register.do) Registered users can access the tool at this URL: http://tools.cisco.com/Support/PAT/do/ViewMyProfiles.do?local=en

Obtaining Technical Assistance

Cisco Technical Support provides 24-hour-a-day award-winning technical assistance. The Cisco Technical Support & Documentation website on Cisco.com features extensive online support resources. In addition, if you have a valid Cisco service contract, Cisco Technical Assistance Center (TAC) engineers provide telephone support. If you do not have a valid Cisco service contract, contact your reseller.

Cisco Technical Support & Documentation Website

The Cisco Technical Support & Documentation website provides online documents and tools for troubleshooting and resolving technical issues with Cisco products and technologies. The website is available 24 hours a day at this URL:

http://www.cisco.com/techsupport

Access to all tools on the Cisco Technical Support & Documentation website requires a Cisco.com user ID and password. If you have a valid service contract but do not have a user ID or password, you can register at this URL:

http://tools.cisco.com/RPF/register/register.do


Note Use the Cisco Product Identification Tool to locate your product serial number before submitting a request for service online or by phone. You can access this tool from the Cisco Technical Support & Documentation website by clicking the Tools & Resources link, clicking the All Tools (A-Z) tab, and then choosing Cisco Product Identification Tool from the alphabetical list. This tool offers three search options: by product ID or model name; by tree view; or, for certain products, by copying and pasting show command output. Search results show an illustration of your product with the serial number label location highlighted. Locate the serial number label on your product and record the information before placing a service call.



Tip Displaying and Searching on Cisco.com

If you suspect that the browser is not refreshing a web page, force the browser to update the web page by holding down the Ctrl key while pressing F5.

To find technical information, narrow your search to look in technical documentation, not the entire Cisco.com website. On the Cisco.com home page, click the Advanced Search link under the Search box and then click the Technical Support & Documentation radio button.

To provide feedback about the Cisco.com website or a particular technical document, click Contacts & Feedback at the top of any Cisco.com web page.


Submitting a Service Request

Using the online TAC Service Request Tool is the fastest way to open S3 and S4 service requests. (S3 and S4 service requests are those in which your network is minimally impaired or for which you require product information.) After you describe your situation, the TAC Service Request Tool provides recommended solutions. If your issue is not resolved using the recommended resources, your service request is assigned to a Cisco engineer. The TAC Service Request Tool is located at this URL:

http://www.cisco.com/techsupport/servicerequest

For S1 or S2 service requests, or if you do not have Internet access, contact the Cisco TAC by telephone. (S1 or S2 service requests are those in which your production network is down or severely degraded.) Cisco engineers are assigned immediately to S1 and S2 service requests to help keep your business operations running smoothly.

To open a service request by telephone, use one of the following numbers:

Asia-Pacific: +61 2 8446 7411
Australia: 1 800 805 227
EMEA: +32 2 704 55 55
USA: 1 800 553 2447

For a complete list of Cisco TAC contacts, go to this URL:

http://www.cisco.com/techsupport/contacts

Definitions of Service Request Severity

To ensure that all service requests are reported in a standard format, Cisco has established severity definitions.

Severity 1 (S1)—An existing network is "down" or there is a critical impact to your business operations. You and Cisco will commit all necessary resources around the clock to resolve the situation.

Severity 2 (S2)—Operation of an existing network is severely degraded, or significant aspects of your business operations are negatively affected by inadequate performance of Cisco products. You and Cisco will commit full-time resources during normal business hours to resolve the situation.

Severity 3 (S3)—Operational performance of the network is impaired while most business operations remain functional. You and Cisco will commit resources during normal business hours to restore service to satisfactory levels.

Severity 4 (S4)—You require information or assistance with Cisco product capabilities, installation, or configuration. There is little or no effect on your business operations.

Obtaining Additional Publications and Information

Information about Cisco products, technologies, and network solutions is available from various online and printed sources.

The Cisco Online Subscription Center is the website where you can sign up for a variety of Cisco e-mail newsletters and other communications. Create a profile and then select the subscriptions that you would like to receive. To visit the Cisco Online Subscription Center, go to this URL:

http://www.cisco.com/offer/subscribe

The Cisco Product Quick Reference Guide is a handy, compact reference tool that includes brief product overviews, key features, sample part numbers, and abbreviated technical specifications for many Cisco products that are sold through channel partners. It is updated twice a year and includes the latest Cisco channel product offerings. To order and find out more about the Cisco Product Quick Reference Guide, go to this URL:

http://www.cisco.com/go/guide

Cisco Marketplace provides a variety of Cisco books, reference guides, documentation, and logo merchandise. Visit Cisco Marketplace, the company store, at this URL:

http://www.cisco.com/go/marketplace/

Cisco Press publishes a wide range of general networking, training, and certification titles. Both new and experienced users will benefit from these publications. For current Cisco Press titles and other information, go to Cisco Press at this URL:

http://www.ciscopress.com

Internet Protocol Journal is a quarterly journal published by Cisco Systems for engineering professionals involved in designing, developing, and operating public and private internets and intranets. You can access the Internet Protocol Journal at this URL:

http://www.cisco.com/ipj

Networking products offered by Cisco Systems, as well as customer support services, can be obtained at this URL:

http://www.cisco.com/en/US/products/index.html

Networking Professionals Connection is an interactive website where networking professionals share questions, suggestions, and information about networking products and technologies with Cisco experts and other networking professionals. Join a discussion at this URL:

http://www.cisco.com/discuss/networking

"What's New in Cisco Documentation" is an online publication that provides information about the latest documentation releases for Cisco products. Updated monthly, this online publication is organized by product category to direct you quickly to the documentation for your products. You can view the latest release of "What's New in Cisco Documentation" at this URL:

http://www.cisco.com/univercd/cc/td/doc/abtunicd/136957.htm

World-class networking training is available from Cisco. You can view current offerings at this URL:

http://www.cisco.com/en/US/learning/index.html