Troubleshooting Guide for Cisco Unified CallManager Release 5.0(2)
Chapter 2. Troubleshooting Tools
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Troubleshooting Tools

Table Of Contents

Troubleshooting Tools

Sniffer Traces

Collecting Traces

Debugs

Packet Capture

Packet Capturing Overview

Configuration Checklist for Packet Capturing

Adding an End User to the Standard Packet Sniffer Users Group

Configuring Packet-Capturing Service Parameters

Configuring Packet Capturing in the Phone Configuration Window

Configuring Packet Capturing in Gateway and Trunk Configuration Windows

Packet Capturing Configuration Settings

Analyzing Captured Packets

Cisco Unified CallManager Troubleshooting Tools

Cisco Secure Telnet

Command Line Interface

Troubleshooting Perfmon Data Logging

Configuring Troubleshooting Perfmon Data Logging

Viewing the Perfmon Log Files with the Microsoft Performance Tool

CiscoWorks2000

System Log Management

Cisco Discovery Protocol Support

Simple Network Management Protocol Support

Troubleshooting the Server Without Root Access

Serviceability GUI and CLI Commands for Commonly-used Linux Commands

Common Troubleshooting Tasks

How to collect logs and trace files

How to schedule collection of logs and trace files

How to access the database

How to free up space on the hard disk

How to look at core files

How to reboot the Cisco Unified CallManager server

How to change debug levels for traces

How to look at netstats

Troubleshooting Tips

Verify Cisco Unified CallManager Services Are Running.

Where to Find More Information


Troubleshooting Tools


This section addresses the tools and utilities that you use to configure, monitor, and troubleshoot Cisco Unified CallManager 5.0(2) and provides general guidelines for collecting information to avoid repetitive testing and recollection of identical data.


Note To access some of the URL sites listed this document, you must be a registered user and you must be logged in.


This section contains the following topics:

Sniffer Traces

Debugs

Packet Capture

Cisco Unified CallManager Troubleshooting Tools

Troubleshooting Perfmon Data Logging

Troubleshooting the Server Without Root Access

Troubleshooting Tips

Where to Find More Information

Sniffer Traces

Typically, you collect sniffer traces by connecting a laptop or other sniffer-equipped device on a Catalyst port that is configured to span the VLAN or port(s) (CatOS, Cat6K-IOS, XL-IOS) that contains the trouble information. If no free port is available, connect the sniffer-equipped device on a hub that is inserted between the switch and the device.


Tip To help facilitate reading and interpreting of the traces by the TAC engineer, Cisco recommends using Sniffer Pro software because it is widely used within the TAC.


Have available the IP/MAC addresses of all equipment that is involved, such as IP phones, gateways, Cisco Unified CallManagers, and so on.

Collecting Traces

The video described below will show you how to gather basic Call Connection Manager (Unified CM) and Signal Distribution Layer (SDL) traces from your CallManager cluster. You can then use this information in your TAC Service Request.

After watching this video, you will be able to:

Document the problem

Reproduce the problem and gather the necessary information

Get this information to your TAC Engineer

You can view this informative Flash video at:

www.cisco.com/warp/public/788/video_64826/callmanager-tool.html

(available to non-registered users)

http://www.cisco.com/warp/customer/788/video_64826/callmanager-tool.html

(available to registered users)

Debugs

The output from debug privileged EXEC commands provides diagnostic information about a variety of internetworking events relating to protocol status and network activity in general.

Set up your terminal emulator software (such as HyperTerminal), so it can capture the debug output to a file. In HyperTerminal, click Transfer; then, click Capture Text and choose the appropriate options.

Before running any IOS voice gateway debugs, make sure that service timestamps debug datetime msec is globally configured on the gateway.


Note Avoid collecting debugs in a live environment during operation hours.


Preferably, collect debugs during non-working hours. If debugs must be collected in a live environment, configure no logging console and logging buffered. To collect the debugs, use show log.

Some debugs can be lengthy, so collect them directly on the console port (default logging console) or on the buffer (logging buffer). Collecting debugs over a Telnet session may have an impact on the device performance, and the result could be incomplete debugs, which requires that you re-collect them.

To stop a debug, use the no debug all or undebug all commands. Verify that the debugs have been turned off by using the command show debug.

Packet Capture

This section contains information on the following topics:

Packet Capturing Overview

Configuration Checklist for Packet Capturing

Adding an End User to the Standard Packet Sniffer Users Group

Configuring Packet-Capturing Service Parameters

Configuring Packet Capturing in the Phone Configuration Window

Configuring Packet Capturing in Gateway and Trunk Configuration Windows

Packet Capturing Configuration Settings

Analyzing Captured Packets

Packet Capturing Overview

Because third-party troubleshooting tools that sniff media and TCP packets do not work after you enable encryption, you must use Cisco Unified CallManager Administration to perform the following tasks if a problem occurs:

Analyze packets for messages that are exchanged between Cisco Unified CallManager and the device (Cisco Unified IP Phone, Cisco Unified SIP IP Phone, Cisco IOS MGCP gateway, H.323 gateway, H.323/H.245/H.225 trunk, or SIP trunk).

Capture the Secure RealTime Protocol (SRTP) packets between the devices.

Extract the media encryption key material from messages and decrypt the media between the devices.


Tip Performing this task for several devices at the same time may cause high CPU usage and call-processing interruptions. Cisco strongly recommends that you perform this task when you can minimize call-processing interruptions.


For more information, see the Cisco Unified CallManager Security Guide.

Configuration Checklist for Packet Capturing

Extracting and analyzing pertinent data includes performing the following tasks in Table 1-1:

Table 1-1 Configuration Checklist for Packet Capturing 

Configuration Steps
Procedures and Topics

Step 1 

Add end users to the Standard Packet Sniffer Users group.

Adding an End User to the Standard Packet Sniffer Users Group

Step 2 

Configure packet capturing service parameters in the Service Parameter Configuration window in Cisco Unified CallManager Administration; for example, configure the Packet Capture Enable service parameter.

Configuring Packet-Capturing Service Parameters

Step 3 

Configure packet capturing settings on a per-device basis in the Phone or Gateway or Trunk Configuration window.

Note Cisco strongly recommends that you do not enable packet capturing for many devices at the same time because this task may cause high CPU usage in your network.

Configuring Packet Capturing in the Phone Configuration Window

Configuring Packet Capturing in Gateway and Trunk Configuration Windows

Packet Capturing Configuration Settings

Step 4 

Capture SRTP packets by using a sniffer trace between the affected devices.

Refer to the documentation that supports your sniffer trace tool.

Step 5 

After you capture the packets, set the Packet Capture Enable service parameter to False.

Configuring Packet-Capturing Service Parameters

Packet Capturing Configuration Settings

Step 6 

Gather the files that you need to analyze the packets.

Analyzing Captured Packets

Step 7 

Cisco Technical Assistance Center (TAC) analyzes the packets. Contact TAC directly to perform this task.

Analyzing Captured Packets

Adding an End User to the Standard Packet Sniffer Users Group

End users that belong to the Standard Packet Sniffer Users group can configure the Packet Capture Mode and Packet Capture Duration settings for devices that support packet capturing. If the user does not exist in the Standard Packet Sniffer Users group, the user cannot initiate packet capturing.

The following procedure, which describes how to add an end user to the Standard Packet Sniffer Users group, assumes that you configured the end user in Cisco Unified CallManager Administration, as described in the Cisco Unified CallManager Administration Guide.

Procedure


Step 1 Find the user group, as described in the Cisco Unified CallManager Administration Guide.

Step 2 After the Find/List window displays, click the Standard Packet Sniffer Users link.

Step 3 Click the Add Users to Group button.

Step 4 Add the end user, as described in the Cisco Unified CallManager Administration Guide.

Step 5 After you add the user, click Save.


Configuring Packet-Capturing Service Parameters

To configure parameters for packet capturing, perform the following procedure:

Procedure


Step 1 In Cisco Unified CallManager Administration, choose System > Service Parameters.

Step 2 From the Server drop-down list box, choose an Active server where you activated the Cisco Unified CallManager service.

Step 3 From the Service drop-down list box, choose the Cisco CallManager (Active) service.

Step 4 Scroll to the TLS Packet Capturing Configuration pane and configure the packet capturing settings.


Tip For information on the service parameters, click the name of the parameter or the question mark that displays in the window.



Note For packet capturing to occur, you must set the Packet Capture Enable service parameter to True.


Step 5 For the changes to take effect, click Save.

Step 6 To continue packet-capturing configuration, see one of the following sections:

Configuring Packet Capturing in the Phone Configuration Window

Configuring Packet Capturing in Gateway and Trunk Configuration Windows


Configuring Packet Capturing in the Phone Configuration Window

After you enable packet capturing in the Service Parameter window, you can configure packet capturing on a per-device basis in the Phone Configuration window of Cisco Unified CallManager Administration.

You enable or disable packet capturing on a per-phone basis. The default setting for packet capturing equals None.


Tip Cisco strongly recommends that you do not enable packet capturing for many phones at the same time because this task may cause high CPU usage in your network.

If you do not want to capture packets or if you completed the task, set the Packet Capture Enable service parameter to False.


To configure packet capturing for phones, perform the following procedure:

Procedure


Step 1 Before you configure the packet-capturing settings, see the "Configuration Checklist for Packet Capturing" section.

Step 2 Find the SIP or SCCP phone, as described in the Cisco Unified CallManager Administration Guide.

Step 3 After the Phone Configuration window displays, configure the troubleshooting settings, as described in Table 1-2.

Step 4 After you complete the configuration, click Save.

Step 5 In the Reset dialog box, click OK.


Tip Although Cisco Unified CallManager Administration prompts you to reset the device, you do not need to reset the device to capture packets.



Additional Steps

Capture SRTP packets by using a sniffer trace between the affected devices.

After you capture the packets, set the Packet Capture Enable service parameter to False.

See the "Analyzing Captured Packets" section.

Configuring Packet Capturing in Gateway and Trunk Configuration Windows

The following gateways and trunks support packet capturing in Cisco Unified CallManager Administration:

Cisco IOS MGCP gateways

H.323 gateways

H.323/H.245/H.225 trunks

SIP trunks


Tip Cisco strongly recommends that you do not enable packet capturing for many devices at the same time because this task may cause high CPU usage in your network.

If you do not want to capture packets or if you completed the task, set the Packet Capture Enable service parameter to False.


To configure packet capturing settings in the Gateway or Trunk Configuration window, perform the following procedure:

Procedure


Step 1 Before you configure the packet capturing settings, see the "Configuration Checklist for Packet Capturing" section.

Step 2 Perform one of the following tasks:

Find the Cisco IOS MGCP gateway, as described in the Cisco Unified CallManager Administration Guide.

Find the H.323 gateway, as described in the Cisco Unified CallManager Administration Guide.

Find the H.323/H.245/H.225 trunk, as described in the Cisco Unified CallManager Administration Guide.

Find the SIP trunk, as described in the Cisco Unified CallManager Administration Guide.

Step 3 After the configuration window displays, locate the Packet Capture Mode and Packet Capture Duration settings.


Tip If you located a Cisco IOS MGCP gateway, ensure that you configured the ports for the Cisco IOS MGCP gateway, as described in the Cisco Unified CallManager Administration Guide. The packet-capturing settings for the Cisco IOS MGCP gateway display in the Gateway Configuration window for endpoint identifiers. To access this window, click the endpoint identifier for the voice interface card.


Step 4 Configure the troubleshooting settings, as described in Table 1-2.

Step 5 After you configure the packet-capturing settings, click Save.

Step 6 In the Reset dialog box, click OK.


Tip Although Cisco Unified CallManager Administration prompts you to reset the device, you do not need to reset the device to capture packets.



Additional Steps

Capture SRTP packets by using a sniffer trace between the affected devices.

After you capture the packets, set the Packet Capture Enable service parameter to False.

See the "Analyzing Captured Packets" section.

Packet Capturing Configuration Settings

Use Table 1-2, which describes the Packet Capture Mode and Packet Capture Duration settings, with the following sections:

Configuring Packet Capturing in the Phone Configuration Window

Configuring Packet Capturing in Gateway and Trunk Configuration Windows

Table 1-2 Packet Capturing Configuration Settings

Setting
Description

Packet Capture Mode

This setting exists for troubleshooting encryption only; packet capturing may cause high CPU usage or call-processing interruptions. Choose one of the following options from the drop-down list box:

None—This option, which serves as the default setting, indicates that no packet capturing is occurring. After you complete packet capturing, Cisco Unified CallManager sets the Packet Capture Mode to None.

Batch Processing Mode—Cisco Unified CallManager writes the decrypted or nonencrypted messages to file, and the system encrypts each file. On a daily basis, the system creates a new file with a new encryption key. Cisco Unified CallManager, which stores the file for seven days, also stores the keys that encrypt the file in a secure location. Cisco Unified CallManager stores the file in /var/pktCap. A single file contains the time stamp, source IP address, source IP port, destination IP address, packet protocol, message length, and the message. The TAC debugging tool uses HTTPS, administrator username and password, and the specified day to request a single encrypted file that contains the captured packets. Likewise, the tool requests the key information to decrypt the encrypted file.

Tip Before you contact TAC, you must capture the SRTP packets by using a sniffer trace between the affected devices.

Packet Capture Duration

This setting exists for troubleshooting encryption only; packet capturing may cause high CPU usage or call-processing interruptions.

This field specifies the maximum number of minutes that is allotted for one session of packet capturing. The default setting equals 0, although the range exists from 0 to 300 minutes.

To initiate packet capturing, enter a value other than 0 in the field. After packet capturing completes, the value, 0, displays.


Analyzing Captured Packets

Cisco Technical Assistance Center (TAC) analyzes the packets by using a debugging tool. Before you contact TAC, capture SRTP packets by using a sniffer trace between the affected devices. Contact TAC directly after you gather the following information:

Packet Capture File—https://<IP address or server name>/pktCap/pktCap.jsp?file=mm-dd-yyyy.pkt, where you browse into the server and locate the packet-capture file by month, date, and year (mm-dd-yyyy)

Key for the file—https://<IP address or server name>/pktCap/pktCap.jsp?key=mm-dd-yyyy.pkt, where you browse into the server and locate the key by month, date, and year (mm-dd-yyyy)

User name and password of end user that belongs to the Standard Packet Sniffer Users group

For more information, see the Cisco Unified CallManager Security Guide.

Cisco Unified CallManager Troubleshooting Tools

Refer to the Cisco Unified CallManager Serviceability Administration Guide and the Cisco Unified CallManager Serviceability System Guide for detailed information of the following different types of tools that Cisco Unified CallManager Serviceability provides to monitor and analyze the various Cisco Unified CallManager systems.

Table 1-3 Serviceability Tools 

Term
Definition

Real-Time Monitoring Tool (RTMT)

This term identifies a program in Serviceability that provides real-time information about Cisco Unified CallManager devices and performance counters.

Alarms

Administrators use alarms to obtain run-time status and state of the Cisco Unified CallManager system. Alarms contain information about system problems such as explanation and recommended action.

Alarm Catalog

This term refers to a file containing all the Alarm definitions for Cisco Unified CallManager services. Serviceability supports multiple alarm catalogs that are specific to the alarm type.

Alarm Definition

Administrators search the alarm definitions database for alarm information. The alarm definition contains a description of the alarm and recommended actions.

Alarm Event Levels

Administrators determine the level of information that an alarm will contain. Levels range from general information about the system to information for debugging purposes only.

Alarm Filters

Administrators determine the level of information an alarm contains and where the alarm information gets saved.

Alarm Monitors

Cisco Unified CallManager Serviceability allows alarms to be sent to different destinations called monitors: local syslog, remote syslog, SDI trace and SDL trace.

Alert Notify

Administrators configure alert notifications for performance counters and gateway ports/channels by using the Real-Time Monitoring Tool. Real-time monitoring sends alerts to the administrator by e-mail or in a system notification (popup) window.

Category Tabs

Administrators configure specific monitoring windows in real-time monitoring for troubleshooting purposes. The administrator creates these specific windows by using Category tabs.

Chart View

The Performance Monitoring Window displays performance counters in chart view by default. Chart view graphically shows the counter information.

Cisco CallManager service

Cisco Unified CallManager supports many services in the form of software that performs a specific function, such as TFTP, CTI, or music on hold (MOH).

Control Center

Control Center tool in Serviceability allows administrators to view the status of and to start and stop Cisco Unified CallManager services.

Debug Trace Levels

Administrators determine the level of information that a trace will contain. Levels range from general errors to detailed errors for debugging purposes.

Device Monitoring

Real-time monitoring displays real-time information about Cisco Unified CallManager devices such as phones and gateways.

Device Monitoring Window

The right side of the Real-Time Monitoring Tool window displays device performance information when the tool is monitoring device performance.

Device Name Based Trace Monitoring

Administrators obtain trace information about selected devices by configuring trace parameters for Cisco CallManager and Cisco CTIManager services.

Monitoring Objects Window

The left side of the Real-Time Monitoring Tool window displays Cisco Unified CallManager-related objects and counters or devices for a cluster. The information that displays depends on which tab is active in the window.

Objects and counters

The system provides performance data that contains information about various objects and counters. Objects are the logical groupings of like counters for a specific device or feature, such as Cisco Unified IP Phones or Cisco Unified CallManager System Performance. Counters measure various aspects of system performance. Counters measure statistics such as the number of registered phones, calls attempted, and calls in progress. The Real-Time Monitoring Tool monitors the real-time statistics generated by these counters.

Performance Monitoring

The Real-Time Monitoring Tool displays real-time information about a performance counter. Performance counters can be system specific or Cisco Unified CallManager specific.

Performance Monitoring Window

The right side of the Real-Time Monitoring Tool window displays counter statistics when the tool is monitoring counters.

CCM Trace log file (formerly SDI Trace)

Every Cisco CallManager service includes a default trace log file. The system traces system diagnostic interface (SDI) information from the services and logs run-time events and traces to a log file.

Quality Report Tool

This term designates voice quality and general problem-reporting utility in Cisco Unified CallManager Serviceability.

SDL Trace log file

This file contains call-processing information from services such as Cisco CallManager and Cisco CTIManager. The system traces the signal distribution layer (SDL) of the call and logs state transitions into a log file.


Note In most cases, you will only gather SDL traces when Cisco Technical Assistance Center (TAC) requests it of you.


Service status icons

Control Center displays the status of a service on a server.

Trace

Administrators and Cisco engineers use trace files to obtain specific information about Cisco CallManager service problems.

Trace log file

Cisco Unified CallManager Serviceability sends configured trace information to this file. Two types of trace log files exist: SDI and SDL.

Window Status Bar

The bottom, right corner of the Real-Time Monitoring Tool window displays the window status bar. The status bar displays five icons: Preferences, Cluster Information, Resource Usage, About, and Help.


Cisco Secure Telnet

Cisco Secure Telnet allows Cisco Service Engineers (CSE) transparent firewall access to the Cisco Unified CallManager node on your site. Using strong encryption, Cisco Secure Telnet enables a special Telnet client from Cisco Systems to connect to a Telnet daemon behind your firewall. This secure connection allows remote monitoring and troubleshooting of your Cisco Unified CallManager nodes, without requiring firewall modifications.


Note Cisco provides this service only with your permission. You must ensure that a network administrator is available at your site to help initiate the process.


Command Line Interface

The command line interface (CLI) is used to access the Cisco Unified CallManager system for basic maintenance and failure recovery. Access to the system can be obtained by either a hard-wired terminal (a system monitor and keyboard) or by performing a SSH session.

The account name and password are created at install time. The password can be changed after install, but the account name can never be changed.

A command is a text instruction that caused the system to perform some function. Commands may be stand alone or they can have mandatory or optional arguments or options.

A level is a collection of commands; for example, show is a level, whereas show status is a command. Each level and command also has an associated privilege level. You will be allowed to execute a command only if you have a sufficient privilege level.

For complete information on the Cisco Unified CallManager CLI command set, see Appendix A in the Cisco Unified Communications Operating System Administration Guide, Release 5.0(2).

Troubleshooting Perfmon Data Logging


Caution Enabling the troubleshooting perfmon data logging feature impacts system performance on the selected node. Do not enable this parameter unless Cisco Technical Assistance Center (TAC) directs you to do so.

The troubleshooting perfmon data logging feature assists Cisco TAC in identifying system problems. When you enable troubleshooting perfmon data logging, you initiate the collection of a set of Cisco Unified CallManager and operating system performance statistics on the selected node. The statistics that are collected include comprehensive information that can be used for system diagnosis and information from a set of counters that is not a part of the current set of preconfigured counters.

Because an extensive amount of information is collected in a short time, Cisco recommends that you do not enable the enable troubleshooting perfmon data logging for any extended time and that you enable the Log Partitioning Monitor to monitor disk usage while troubleshooting perfmon data logging is enabled.

When you enable the troubleshooting perfmon data feature on a system with no active phone calls and you use the default setting for the troubleshooting perfmon data logging parameters, Cisco estimates that the system experiences a less than 5 percent increase in CPU utilization, and an insignificant increase in the amount of memory being used, and it write approximately 50 MB of information to the log files daily.

You can perform the following administrative tasks with the troubleshooting perfmon data logging feature:

Enable and disable the trace filter for Troubleshooting perfmon data logging.

Monitor a set of predefined System and Cisco Unified CallManager performance objects and counters on each server.

Logs the monitored performance data in CSV file format on the local server in the active log partition and the cm/log/ris/csv directory. The log file uses the following naming convention: PerfMon_<node>_<month>_<day>_<year>_<hour>_<minute>.csv; for example PerfMon_172.19.240.80_06_15_2005_11_25.csv.

Specify the polling rate. This rate specifies the rate at which performance data is gathered and logged. You can configure the polling rate down to 5 seconds. Default polling rate equals 15 seconds.

Specifiy the maximum number of log files that will be stored on disk. Log files exceeding this limit are purged automatically by removing the oldest log file.

Specify the rollover criteria of the log file based on the maximum size of the file in Megabytes. The default value specifies 2 MB.

Collect the log file by using TCT/SOAP TCT (trace collection tool) or Command Line Interface.

View the log file in graphical format by using the Microsoft Windows performance tool.

The troubleshooting perfmon data logging feature collects information from the following counters within the following perfmon objects. Refer to the "Performance Objects and Counters" chapter in Cisco Unified CallManager Serviceability System Guide for a description on the counters:

Cisco CallManager Object:

CallManagerHeartBeat

CallsActive

CallsAttempted

CallsCompleted

InitializationState

RegisteredHardwarePhones

RegisteredMGCPGateway

Cisco CallManager System Performance Object:

QueueSignalsPresent 1-High

QueueSignalsPresent 2-Normal

QueueSignalsPresent 3-Low

QueueSignalsPresent 4-Lowest

QueueSignalsProcessed 1-High

QueueSignalsProcessed 2-Normal

QueueSignalsProcessed 3-Low

QueueSignalsProcessed 4-Lowest

QueueSignalsProcessed Total

Cisco TFTP

BuildAbortCount

BuildCount

BuildDeviceCount

BuildDialruleCount

BuildDuration

BuildSignCount

BuildSoftkeyCount

BuildUnitCount

ChangeNotifications

DeviceChangeNotifications

DialruleChangeNotifications

EncryptCount

GKFoundCount

GKNotFoundCount

HeartBeat

HttpConnectRequests

HttpRequests

HttpRequestsAborted

HttpRequestsNotFound

HttpRequestsOverflow

HttpRequestsProcessed

HttpServedFromDisk

LDFoundCount

LDNotFoundCount

MaxServingCount

Requests

RequestsAborted

RequestsInProgress

RequestsNotFound

RequestsOverflow

RequestsProcessed

SegmentsAcknowledged

SegmentsFromDisk

SegmentsSent

SEPFoundCount

SEPNotFoundCount

SIPFoundCount

SIPNotFoundCount

SoftkeyChangeNotifications

UnitChangeNotifications

Process Object:

PID

STime

% CPU Time

Page Fault Count

VmData

VmSize

Thread Count

Memory Object:

Used Kbytes

Free Kbytes

Total Kbytes

Shared Kbytes

Buffers Kbytes

Cached Kbytes

Free Swap Kbytes

Total Swap Kbytes

Used Swap Kbytes

Pages Input

Pages Output

Pages

% Page Usage

% VM Used

% Mem Used

Processor Object:

Irq Percentage

Softirq Percentage

IOwait Percentage

User Percentage

Nice Percentage

System Percentage

Idle Percentage

%CPU Time

Thread Object—Troubleshooting Perfmon Data Logger only logs CCM threads:

PID

%CPU Time

Partition Object:

Used Mbytes

Total Mbytes

%Used

% Wait in Read Time

% Wait in Write Time

% CPU Time

Read Bytes Per Sec

Write Bytes Per Sec

Queue Length

IP Object:

In Receives

InHdr Errors

In Unknown Protos

In Discards

In Delivers

Out Requests

Out Discards

Reasm Reqds

Reasm Oks

Reasm Fails

Frag OKs

Frag Fails

Frag Creates

InOut Requests

TCP Object:

Active Opens

Passive Opens

Attempt Fails

Estab Resets

Curr Estab

In Segs

Out Segs

Retrans Segs

InOut Segs

Network Interface Object:

Rx Bytes

Rx Packets

Rx Errors

Rx Dropped

Rx Multicast

Tx Bytes

Tx Packets

Tx Errors

Tx Dropped

Total Bytes

Total Packets

Tx QueueLen

System Object:

Allocated FDs

Freed FDs

Being Used FDs

Max FDs

Total Processes

Total Threads

Total CPU Time

The procedure below provides the steps for using the troubleshooting perfmon data logging feature.

Procedure


Step 1 Configure the Troubleshooting Perfmon Data Logging parameters in the Cisco RIS Data Collector service.

See the"Configuring Troubleshooting Perfmon Data Logging" section

Step 2 Verify that log partition monitoring is enabled.

See the Cisco Unified CallManager Administration Guide.

Step 3 Collect the log files for the Cisco RIS Data Collector service on the server that has troubleshooting perfmon data logging enabled

If you want to download the log files by using RTMT, refer to Cisco Unified CallManager Serviceability Administration Guide.

If you want to download the log files by using the CLI, refer to Cisco Unified Communications Operating System Administration Guide.

Step 4 View the log files by using Microsoft Windows Performance tool.

See the "Viewing the Perfmon Log Files with the Microsoft Performance Tool" section

Step 5 When you have collected all the necessary files, disable troubleshooting perfmon data logging by setting the Enable Logging parameter to False.


Configuring Troubleshooting Perfmon Data Logging

The following procedure describes how to configure the troubleshooting perfmon data logging feature.

Procedure


Step 1 In Cisco Unified CallManager Administration, choose System > Service Parameters.

The Service Parameter Configuration window displays.

Step 2 From the Server drop-down list box, choose the server.

Step 3 From the Service drop-down list box, choose Cisco RIS Data Collector.

Step 4 Enter the appropriate settings as described in Table 1-4.

Step 5 Click Save.


Table 1-4 Troubleshooting Perfmon Data Logging Parameters

Field
Description

Enable Logging

From the drop-down box, choose True to enable or False to disable troubleshooting perfmon data logging.

Polling Rate

Enter the polling rate interval (in seconds). You can enter a value from 5 (minimum) to 300 (maximum). The default values specifies 15.

Maximum No. of Files

Enter the maximum number of Troubleshooting Perfmon Data Logging files that you want to store on disk. You can enter a value from 1 (minimum) up to 100 (maximum). The default value specifies 50.

Consider your storage capacity in configuring the Maximum No. of Files and Maximum File Size Parameters. Cisco recommends that you do not exceed a value of 100 MB when you multiply the Maximum Number of Files value by the Maximum File Size value.

When the number of files exceeds the maximum number of files that you specified in this field, Cisco Unified CallManager will delete log files with the oldest timestamp.


Caution If you do not save the log files on another machine before you change this parameter, you risk losing the log files.

Maximum File Size

Enter the maximum file size (in megabytes) that you want to store in a perfmon log file before a new file is started. You can enter a value from 1 (minimum) to 500 (maximum). The default values specifies 2.

Consider your storage capacity in configuring the Maximum No. of Files and Maximum File Size Parameters. Cisco recommends that you do not exceed a value of 100 MB when you multiply the Maximum Number of Files value by the Maximum File Size value.


Viewing the Perfmon Log Files with the Microsoft Performance Tool

To view the log files by using the Microsoft Performance tool, follow these steps:

Procedure


Step 1 Choose Start > Settings > Control Panel > Administrative Tools > Performance.

Step 2 In the application window, click the right mouse button and choose Properties.

Step 3 Click the Source tab in the System Monitor Properties dialog box.

Step 4 Browse to the directory where you downloaded the perfmon log file and choose the perfmon csv file. The log file has the following naming convention: PerfMon_<node>_<month>_<day>_<year>_<hour>_<minute>.csv; for example, PerfMon_172.19.240.80_06_15_2005_11_25.csv.

Step 5 Click Apply.

Step 6 Click the Time Range button. To specify the time range in the perfmon log file that you want to view, drag the bar to the appropriate starting and ending times.

Step 7 To open the Add Counters dialog box, click the Data tab and click Add t.

Step 8 From the Performance Object drop-down box, choose the perfmon object. If an object has multiple instances, you may choose All instances or select only the instances that you are interested in viewing.

Step 9 You can choose All Counters or select only the counters that you are interested in viewing.

Step 10 To add the selected counters, click Add

Step 11 When you finish selecting counters, click Close.


CiscoWorks2000

CiscoWorks2000 serves as the network management system of choice for all Cisco devices including Cisco Unified CallManager. Because CiscoWorks2000 is not bundled with Cisco Unified CallManager, you must purchase it separately. Use the following tools with CiscoWorks2000 for remote serviceability:

System Log Management

Cisco Discovery Protocol Support

Simple Network Management Protocol Support

Refer to the Cisco Unified CallManager Serviceability Administration Guide and the CiscoWorks2000 documentation for more information on CiscoWorks2000 at the following URL:

http://www.cisco.com/univercd/cc/td/doc/product/rtrmgmt/cw2000/index.htm

System Log Management

Although it can be adapted to other network management systems, Cisco Syslog Analysis, which is packaged with CiscoWorks2000 Resource Manager Essentials, provides the best method to manage Syslog messages from Cisco devices.

Cisco Syslog Analyzer serves as the component of Cisco Syslog Analysis that provides a common storage and analysis of the system log for multiple applications. The other major component, Syslog Analyzer Collector, gathers log messages from Cisco Unified CallManager servers.

These two Cisco applications work together to provide a centralized system logging service for Cisco Unified Communications Solutions.

Refer to the Cisco Unified CallManager Serviceability Administration Guide for more information.

Cisco Discovery Protocol Support

The Cisco Discovery Protocol Support enables discovery of Cisco Unified CallManager servers and management of those servers by CiscoWorks2000.

Refer to the Cisco Unified CallManager Serviceability Administration Guide and the CiscoWorks2000 documentation for more information on CiscoWorks2000 at the following URL:

http://www.cisco.com/univercd/cc/td/doc/product/rtrmgmt/cw2000/index.htm

Simple Network Management Protocol Support

Network management systems (NMS) use SNMP, an industry-standard interface, to exchange management information between network devices. A part of the TCP/IP protocol suite, SNMP enables administrators to remotely manage network performance, find and solve network problems, and plan for network growth.

An SNMP-managed network comprises three key components: managed devices, agents, and network management systems.

A managed device designates a network node that contains an SNMP agent and resides on a managed network. Managed devices collect and store management information and make it available by using SNMP.

An agent, as network management software, resides on a managed device. An agent contains local knowledge of management information and translates it into a form that is compatible with SNMP.

A network management system comprises an SNMP management application together with the computer on which it runs. An NMS executes applications that monitor and control managed devices. An NMS provides the bulk of the processing and memory resources that are required for network management. The following NMSs share compatibility with Cisco Unified CallManager:

CiscoWorks2000

HP OpenView

Third-party applications that support SNMP and Cisco Unified CallManager SNMP interfaces

For detailed information, refer to the Cisco Unified CallManager Serviceability Administration Guide and the Cisco Unified CallManager Serviceability System Guide.

Troubleshooting the Server Without Root Access

This section is a quick reference for commands and utilities to help you troubleshoot a Cisco Unified CallManager server with root access disabled. It includes the following topics:

Serviceability GUI and CLI Commands for Commonly-used Linux Commands

Common Troubleshooting Tasks

How to collect logs and trace files

How to schedule collection of logs and trace files

How to access the database

How to free up space on the hard disk

How to look at core files

How to reboot the Cisco Unified CallManager server

How to change debug levels for traces

How to look at netstats

Serviceability GUI and CLI Commands for Commonly-used Linux Commands

Real Time Monitoring Tool (RTMT) is a client application you can install on your PC by downloading the RTMT client from your server at this URL:

https://<server_ipaddress>:8443/ccmadmin/pluginsFindList.do

Procedure


Step 1 Log in to Cisco Unified CallManager.

Step 2 Choose Applications > Plugins.

The Find and List Plugins screen screen is displayed.

Step 3 Set the selection boxes to Name contains and enter tool.

Step 4 Set the Plugin Type selection box to Installation.

Step 5 Click Find.

The Search Results box will display links to both the Windows and Linux versions of the Cisco Unified CallManager Real-Time Monitoring Tool.

Step 6 Download the appropriate RTMT installation plugin (Windows or Linux version).

Step 7 Install the RTMT client application on your PC or workstation.


Table 1-5 provides a summary of the CLI commands and GUI selections detailed in following sections.

Table 1-5 Summary of CLI Commands and GUI Selections 

Information
Linux Command
Serviceability GUI Tool
CLI commands

CPU usage

top

RTMT

Goto View tab and select Server CPU and Memory

Processor CPU usage:

show perf query class Processor

Process CPU Usage for all processes:

show perf query counter Process "% CPU Time"

Individual process counter details (including CPU usage)

show perf query instance <Process task_name>

Process state

ps

RTMT

Goto View tab and select Server Process

show perf query counter Process "Process Status"

Disk usage

df/du

RTMT

Goto View tab and select Server Disk Usage

show perf query counter Partition
"% Used"

or show perf query class Partition

Memory

free

RTMT

Goto View tab and select Server CPU and Memory

show perf query class Memory

Network status

netstats

 

show network status

Reboot server

reboot

login to Platform Web page on the server

Goto Restart >
Current Version

utils system restart

Collect Traces/logs

Sftp, ftp

RTMT

Goto Tools tab and select Trace Collection > Collect Files

List file: file list

Download files: file get

View a file: file view


Common Troubleshooting Tasks

How to collect logs and trace files

GUI

Using the RTMT client application, go to the Tools tab and select Trace & Log Central to see the different trace utilities.

Figure 1-1 Cisco Unified CallManager RTMT Trace & Log Central

CLI

file list

file get

file view

How to schedule collection of logs and trace files

GUI

Using the RTMT client application go to the Tools tab and select Trace & Log Central > Schedule Collection.

Figure 1-2 Cisco Unified CallManager RTMT Schedule Collection

How to access the database

CLI

Log in as admin and use any of the following show commands:

show tech database

show tech dbinuse

show tech dbschema

show tech devdefaults

show tech gateway

show tech locales

show tech notify

show tech procedures

show tech routepatterns

show tech routeplan

show tech systables

show tech table

show tech triggers

show tech version

show tech params*

To run a SQL command use the run command:

run <sql command>

How to free up space on the hard disk

You can only delete files from the Log partition.

GUI

Using the RTMT client application, go to the Tools tab and select Trace & Log Central > Collect Files.

Figure 1-3 Cisco Unified CallManager RTMT Collect Files

Choose the criteria to select the files you want to collect, then check the option Delete Files. This will delete the files on the Cisco Unified CallManager server after downloading the files to your PC.

CLI:

file delete

How to look at core files

GUI

It is not possible to view the core files; however, you can download the Core files by using the RTMT application and selecting Trace & Log Central > Collect Crash Dump.

Figure 1-4 Cisco Unified CallManager RTMT Collect Crash Dump

CLI

Core [options..]

How to reboot the Cisco Unified CallManager server

GUI

Login to the Platform Web page on the server and go to Restart > Current Version.

CLI

utils system restart 

How to change debug levels for traces

GUI

Login to the Serviceability web page at https://<server_ipaddress>:8443/ccmservice/ and go to Trace > Configuration

CLI

set trace enable [Detailed, Significant, Error, Arbitrary, Entry_exit, State_Transition, Special] [syslogmib, cdpmib, dbl, dbnotify]

How to look at netstats

GUI

none

CLI

show network status

Troubleshooting Tips

The following tips may help you when troubleshooting the Cisco Unified CallManager.


Tip Check the release notes for Cisco Unified CallManager for known problems. The release notes provide descriptions and workaround solutions for known problems.



Tip Know where your devices are registered.


Each Cisco Unified CallManager log traces files locally. If a phone or gateway is registered to a particular Cisco Unified CallManager, then the call processing gets done on that Cisco Unified CallManager if the call is initiated there. You will need to capture traces on that Cisco Unified CallManager to debug a problem.

A common mistake involves having devices registered on a subscriber server, but capturing traces on the publisher server. These trace files will be nearly empty (and definitely will not have the call in them).

Another common problem involves having Device 1 registered to CM1 and Device 2 registered to CM2. If Device 1 calls Device 2, the call trace occurs in CM1 and if Device 2 calls Device 1 the trace occurs in CM2. If you are troubleshooting a two-way calling issue, you need both traces from both Cisco Unified CallManagers to obtain all the information needed to troubleshoot.


Tip Know the approximate time of the problem.


Multiple calls may have been made, so knowing the approximate time of the call helps TAC quickly locate the trouble.

You can obtain phone statistics on a Cisco Unified IP Phone 79xx by pressing the i button twice during an active call.

When you are running a test to reproduce the issue and produce information, know the following data that is crucial to understanding the issue:

Calling number/called number

Any other number that is involved in the specific scenario

Time of the call


Note Remember that time synchronization of all equipment is important for troubleshooting.


If you are reproducing a problem, make sure to choose the file for the timeframe by looking at the modification date and the timestamps in the file. The best way to collect the right trace is to reproduce a problem and then quickly locate the most recent file and copy it from the Cisco Unified CallManager server.


Tip Save the log files to prevent them from being overwritten.


Files will get overwritten after some time. The only way to know which file is being logged to is to choose View >Refresh on the menu bar and look at the dates and times on the files.

Verify Cisco Unified CallManager Services Are Running.

Use the following procedure to verify which Cisco CallManager services are active on a server.

Procedure


Step 1 From Cisco Unified CallManager Administration, choose Navigation > Cisco Unified CallManager Serviceability.

Step 2 Choose Tools > Service Activation.

Step 3 From the Servers column, choose the desired server.

The server that you choose displays next to the Current Server title, and a series of boxes with configured services displays.

Activation Status column displays either Activated or Deactivated in the Cisco CallManager line.

If the Activated status displays, the specified Cisco CallManager service is active on the chosen server.

If the Deactivated status displays, continue with the following steps.

Step 4 Check the check box for the desired Cisco CallManager service.

Step 5 Click the Update button.

The Activation Status column displays Activated in the specifed Cisco CallManager service line.

The sepcified Cisco CallManager service is now active for the chosen server.


Perform the following procedure if the Cisco CallManager has been in service and you want to verify if it is currently running.

Procedure


Step 1 From Cisco Unified CallManager Administration, choose Navigation > Cisco Unified CallManager Serviceability.

The Cisco Unified CallManager Serviceability window displays.

Step 2 Choose Tools > Control Center - Feature Services.

Step 3 From the Servers column, choose the server.

The server that you chose displays next to the Current Server title, and a box with configured services displays.

The Status column displays which services are running for the chosen server.


Where to Find More Information

Additional Cisco Documentation

Cisco Unified CallManager Serviceability Administration Guide

Cisco Unified CallManager Serviceability System Guide

Cisco Unified CallManager Administration Guide

Cisco Unified CallManager Security Guide

Installing Cisco Unified CallManager