Frequently Asked Questions and Troubleshooting Scenarios for Cisco Unified Service Monitor 2.0.1
Frequently Asked Questions for Cisco Unified Service Monitor 2.0.1
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Frequently Asked Questions and Troubleshooting Scenarios for Cisco Unified Service Monitor 2.0.1

Table Of Contents

Frequently Asked Questions and Troubleshooting Scenarios for
Cisco Unified Service Monitor 2.0.1

Frequently Asked Questions

General

Upgrade and License

Configuration

Sensor Management

Credential Management

Monitored Phones

Reports

Troubleshooting Guide


Frequently Asked Questions and Troubleshooting Scenarios for
Cisco Unified Service Monitor 2.0.1


This document applies to Service Monitor 2.0.1 only. For more information, see Frequently Asked Questions for Cisco Unified Service Monitor 2.0. This document contains the following sections:

Frequently Asked Questions

Troubleshooting Guide

Frequently Asked Questions

General

What ports does Service Monitor use?

On Service Monitor server:

22—SSH (TCP)

25—SMTP(TCP)

5666—SyslogPort (UDP)

2000—SkinnyPort (TCP)

On Unified Communications Manager 3.3 and 4.x publisher:

1433—SQL Server(TCP)

Can the Service Monitor server be deployed in a Service Provider type of environment?

The Service Monitor server assumes that the following are unique:

IP addresses of devices and Unified Communications Managers (in Credential Management)

Cluster IDs (in Credential Management)

Provided that IP addresses and cluster IDs are unique, Service Monitor can be deployed in a Service Provider environment.

Upgrade and License

How is Service Monitor 2.0 different from Service Monitor 2.0.1?

See New Features in Release Notes for Cisco Unified Service Monitor 2.0.1.

How do I upgrade from...
Service Monitor 1.0 to Service Monitor 2.0.1?

Uninstall Service Monitor 1.0 before installing Service Monitor 2.0.1. (Direct upgrade is not supported.)

...Service Monitor 1.1 to Service Monitor 2.0.1?
...Service Monitor 2.0 to Service Monitor 2.0.1?

Direct upgrade—from 1.1 to 2.0.1 and from 2.0 to 2.0.1—is supported. See Quick Start Guide for Cisco Unified Service Monitor 2.0.1.

When I upgrade, will my data be preserved?

Report data is not retained during an upgrade. (If call metrics archiving was enabled, after upgrade, files remain on disk.)

During an upgrade from:

Service Monitor 1.1—Sensor configuration data changed is not retained.

Service Monitor 2.0—Sensor and Unified Communications Managers configuration data is retained.


Note Starting with versions 4.3, 5.1, and 6.0, the product we formerly referred to as Cisco Unified CallManager will be called Unified Communications Manager. Versions earlier than 4.3 and 5.0 retain the Cisco Unified CallManager name. Throughout this document, any reference to Unified Communications Manager can also be understood to refer to Cisco Unified CallManager, unless explicitly noted.



Note Logging levels are reset after the upgrade.


I installed the latest license, but, when I log in, I get a message such as "License Invalid" or "License not found".

This can happen when the clock on the server was turned back after installing the license. Check whether the license file in NMSROOT\etc\licenses has a timestamp later than the server clock. If so, do this:

1. Set the server clock ahead of when the license file was installed.

2. Restart the daemon manager by entering these commands:

net stop crmdmgtd
net start crmdmgtd

Note NMSROOT is the directory where Service Monitor is installed; its default location is C:\Program Files\CSCOpx.


Configuration

This section contains the following topics:

Sensor Management

Credential Management

Monitored Phones

Sensor Management

Sometimes, when I try to delete a sensor, I get an error saying to try again in a few minutes. Why does this happen and how long do I have to wait?

Some database tables get locked when a large number of calls occur and, therefore, a high volume of data is being added to Service Monitor. In the database, data insertion has a higher priority than data deletion. Depending on the volume of calls being processed, database tables might unlock immediately or remain locked for a while. To avoid this problem, delete a sensor when a low to moderate volume of calls occur.

What are some things that I need to be aware of when deleting a sensor from Service Monitor?

Before you delete the sensor, you must shut the switch port that physically connects to the 10/100-1 Fast Ethernet port on the sensor.

If the goal is to move the sensor to a different Service Monitor, complete the move before deleting the sensor.

If a sensor has been deleted from a Service Monitor, configuring that sensor to use the Service Monitor as a secondary receiver is not recommended. However, if you must do so:

1. Add the sensor manually to the Service Monitor from which it had been deleted.

2. Configure the sensor to use the Service Monitor as a secondary receiver.

Credential Management

I deleted a credential that was in `Verifying...' state and it reappeared after a while. What should I do now?

Add the credential to Service Monitor again and wait until the Last Contact Status displays one of the final states: Failure, Success, or Waiting For Data. Then delete the credential again. (Do not delete a credential while Last Contact Status displays Verifying.)

Monitored Phones

I made some calls, and I know that the phones are `new' (Service Monitor has not seen them earlier). Why doesn't the phone count go up when I hit Refresh?

As the database grows large (around 5-6GB), there may be up to 60 seconds of lag before the phone count is increased.

Reports

Why don't I see directory numbers in the Cisco 1040 Sensor Reports?

Cisco 1040 Sensors do not report directory numbers. Service Monitor correlates the data sent by sensors with data sent by Unified Communications Managers (CDRs and CMRs) to obtain the directory numbers. For Service Monitor to correlate directory numbers successfully:

The clusters to which the phones are registered must have been added to Service Monitor; (for each cluster, add credentials for the publisher to Service Monitor).

Phone calls must be complete, since CDRs and CMRs are generated at the end of the call.

Troubleshooting Guide

Credential Last Contact Status remains Verifying

This happens when the DNS server is not set correctly on the Service Monitor server. After setting the DNS server, verify that it is correct by opening a DOS prompt and making sure that these commands both work properly:

nslookup <Service Monitor server hostname>

nslookup <Service Monitor server IP address>

A sensor that used to be registered is no longer registered (doesn't show up in the Service Monitor UI).

If a sensor was previously:

Deleted—The only way to register it to a Service Monitor again is by adding it manually. It is very strongly recommended that you manually add such a sensor before pointing the sensor to the Service Monitor again (as a primary or secondary receiver).

Registered to a Service Monitor 1.1 server—Make sure that the configuration files on the TFTP server in use by that sensor have been updated to match the new Service Monitor.

There is no data in CVTQ report.

1. Make sure that CDR is enabled on all Unified Communications Manager nodes (publisher and subscribers.) To do so:

a. Log into Unified Communications Manager Administration.

b. Select Service Parameter > Call Diagnostic Enabled.

2. For Unified Communications Manager 5.x and 6.x, check the CSCOpx\qovr\preserve directory on Service Monitor server. Both cdr_xxxxx and cmr_xxxxx files should be pushed into this directory by Unified Communications Manager 5.x or 6.x.

3. Wait for 10 to 15 minutes to see CVTQ report.

Service Monitor lost contact with Unified Communications Manager 5.x (or later). After re-establishing the connection, the Last Contact Status continues to display Discarding Data. What is going on and how can I see current data in CVTQ reports?

Unified Communications Manager 5.x and later resends backlogged data to application billing servers after reconnecting to them. Service Monitor must process this data and discard old data. Depending on the size of the backlog, the processing can take days. To prevent this processing from occurring, from Unified Communications Manager do the following:

1. Remove the Service Monitor application billing server; (doing so removes the associated list of backlogged files). (For more information, see Quick Start Guide for Cisco Unified Service Monitor 2.0.1.)

2. Restart the CDRM service.

3. Add Service Monitor to Unified Communications Manager as an application billing server. (For more information, see User Guide for Cisco Unified Service Monitor 2.0.1.)

4. Restart the CDRM service.

I don't see any data from Unified Communications Manager 5.x or greater.

Select Configuration > Credential Management and click the Success status to view more information. If the last contact time is unreasonably old, that means the Unified Communications Manager is not pushing data. If the information indicates Discarding Data, that means the Unified Communications Manager is pushing backlogged data that Service Monitor is rejecting.

Could not add Service Monitor to Unified Communications Manager 5.x or 6.x as a billing server.

1. Make sure that port 22 on Service Monitor is not blocked by a firewall so that Unified Communications Manager can send files to Service Monitor server:

a. Open a DOS prompt on Service Monitor server.

b. Type pdshow SSHD and note the Pid (shown in bold in the following example):

C:\>pdshow SSHD
Process= SSHD
State  = Program started - No mgt msgs received
Pid    = 7772
RC     = 0
Signo  = 0
Start  = 6/12/2007 6:32:17 PM
Stop   = Not applicable
Core   = Not applicable
Info   = Server started by admin request

c. Type netstat -a -b |more as shown in the following example:

netstat -a -b |more
Proto  Local Address          Foreign Address        State           PID
TCP    cusm-perf6:ssh         cusm-perf6:0           LISTENING       7772
[cwjava.exe] 

Port 22 (ssh) should be used by process SSHD (pid 7772 in this case). If port 22(ssh) is used by another ssh daemon process, stop that process and enter these commands:

pdterm SSHD
pdexec SSHD

Look in the SSHD_sterr.log file under \CSCOpx\log\qovr to confirm that SSHD is using port 22:

03-Jul-2007|16:04:54.218|ERROR|SSHD_sterr|main|Jul 3, 2007 4:04:54 PM 
com.maverick.sshd.SshDaemon startup
INFO: Binding server to /0.0.0.0:22
Jul 3, 2007 4:04:54 PM com.maverick.sshd.L run
INFO: Starting permanent ACCEPT thread id=1

2. Add Service Monitor to Unified Communications Manager 5.x or 6.x as a billing server again. If the problem is still not resolved:

a. Open an SSH prompt to the Unified Communications Manager publisher server.

b. Open the known_host file under the /home/tomcat/.ssh directory. If there is an entry for Service Monitor, delete that entry.

3. Add Service Monitor to Unified Communications Manager again.

No new CDRs are added to the Unified Communications Manager CDR table after adding Unified Communications Manager 3.3 or 4.x to Service Monitor.

1. Log in to the system with the Unified Communications Manager publisher.

2. Check the database user account. Especially check the owner of table sm_record_create_table. The owner should be dbo. If the owner is not dbo, follow the steps in Adding Microsoft SQLServer User Accounts topic in online help or User Guide for Cisco Unified Service Monitor to create the user for Service Monitor.

3. Delete the sm_record_create_table table.

4. Log in to Service Monitor, delete the cluster from Unified Communications Manager Credentials, and add the Unified Communications Manager credentials to Service Monitor again.

Obtaining Documentation and Submitting a Service Request

For information on obtaining documentation, submitting a service request, and gathering additional information, see the monthly What's New in Cisco Product Documentation, which also lists all new and revised Cisco technical documentation, at:

http://www.cisco.com/en/US/docs/general/whatsnew/whatsnew.html

Subscribe to the What's New in Cisco Product Documentation as a Really Simple Syndication (RSS) feed and set content to be delivered directly to your desktop using a reader application. The RSS feeds are a free service and Cisco currently supports RSS version 2.0.