Cisco CNS Subscriber Edge Services Manager Troubleshooting Guide, 3.1.9
Appendix A: Procedures for Reporting SESM Problems to Cisco
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Procedures for Reporting SESM Problems to Cisco

Table Of Contents

Procedures for Reporting SESM Problems to Cisco

Your SESM License and Version Information

Your Deployment Description

Your Configuration and Log Files


Procedures for Reporting SESM Problems to Cisco


This appendix describes the information that we request if you report a Cisco Subscriber Edge Services Manager (SESM) problem to the Cisco Technical Assistance Center (TAC). Topics are:

Your SESM License and Version Information

Your Deployment Description

Your Configuration and Log Files

For general information about contacting the TAC, see the "Obtaining Technical Assistance" section.

Your SESM License and Version Information

If you purchased SESM, your license number is available on the License Certificate shipped with the product.

If you have not purchased SESM, you can install an evaluation copy of the software without a license number. An evaluation installation provides full software functionality. Although the evaluation options do not have an expiration period, you must obtain a license before deploying SESM in a production environment.

The installation program records the license number and the software version you installed in the licensenum.txt file under the installation directory.

Your Deployment Description

Before reporting a problem to the Cisco TAC, complete the questions in Table A-1.

Table A-1 Deployment Information to Forward to Cisco TAC

Platform Information

Which hardware platform is SESM installed on?

 

How many CPUs are on the server?

 

How much RAM is on the server?

 

What version of the operating system is running on the server?

 

Does the operating system have all of the latest patches installed?

 

SESM Deployment information

Which version of SESM is installed?

 

Which mode is SESM configured for (RADIUS or SPE)?

 

Which SESM applications have been installed?

 

Is the port-bundle host key feature configured?

 

Have you modified the SESM portal JSPs in any way? If so, provide a detailed description of the changes.

 

RDP Information

Is a client list configured? If so, what is permitted and what is excluded?

 

Is the Add Services option configured? (Does RDP add service information to Access Accept replies?)

 

Is the RDP configured for Proxy Mode?

 

Java Platform Information

Is SESM using a JVM from a JRE or an SDK?

 

What is the version of the JVM?

 

SSG Information

What platform is the SSG running on?

 

Which version of the Cisco IOS software is being used for the SSG platform? (Use the show version command on the Cisco platform to display the current version.)

 

Is the port-bundle host-key feature configured on the SSG?

 

Are any SSG TCP redirect features configured?

 

Your Configuration and Log Files

Before reporting a problem to the Cisco TAC, you should gather and be prepared to forward the configuration files and logs listed in Table A-2.

Table A-2 Files to Forward to Cisco TAC

NWSP or Other Web Portal
RDP

Captive Portal Application

/nwsp/config/nwsp.xml

/rdp/config/rdp.xml

/captiveportal/config/captiveportal.xml

/jetty/config/nwsp.jetty.xml

/rdp/bin/runrdp.sh

/jetty/config/captiveportal.jetty.xml

/jetty/bin/start.sh

/rdp/logs/*.*

/jetty/bin/start.sh

/jetty/bin/startNWSP.sh

/jetty/bin/startCAPTIVEPORTAL.sh

/nwsp/logs/*.*

/captiveportal /logs/*.*