Cisco Unified Contact Center Express Installation and Upgrade Guide, Release 9.0(2)
Troubleshooting
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Troubleshooting

Troubleshooting

Examine Installation Log Files

To debug problems during installation, you can examine the install log files by entering the following commands in CLI:

  • To obtain a list of installation log files from the command line, enter: file list install *
  • To view the log file from the command line, enter: file view install log_file where log_file is the log file name.

You can also view log files by using Unified RTMT.

Network Errors During Installation

During the installation, the installation process verifies that the server can successfully connect to the network by using the network configuration that has been entered. If the installer fails to connect, a message is displayed prompting you to select one of the following options:

  • RETRY—The installation program tries to validate networking again. If validation fails again, the Error dialog box is displayed. Fix any network issues and then click RETRY.
  • REVIEW (Check Install)—This option allows you to review and modify the networking configuration. When an error is detected, the installation program returns to the network configuration windows. Networking is validated after you complete each networking window, so the message might display multiple times.
  • HALT—The installation stops. You can copy the installation log files to a USB disk to aid troubleshooting of your network configuration.
  • IGNORE—The installation continues and the networking error is logged. In some cases, the installation program validates networking multiple times, so this error dialog box might display multiple times. If you choose to ignore network errors, the installation may fail.

For more information on troubleshooting tips, see the Troubleshooting Tips Wiki, available here:

http:/​/​docwiki.cisco.com/​wiki/​Troubleshooting_​Unified_​Contact_​Center_​Express

Dump Install Logs to the Serial Port of a Virtual Machine

Dump the install log files to the serial port of a virtual machine to troubleshoot any errors during installation.

Procedure
    Step 1   Configure a serial port on the VM.
    1. While the VM is powered off, edit settings and add a serial port to the VM.
    2. Attach the serial port to a tmp file and then power on the VM and start your installation.
    Step 2   To dump the log files, attach a new, blank log file to the serial port.
    Note   

    If the systems stops due to an installation failure and prompts you to dump the logs, before you click yes, edit settings on the VM and attach the actual filename to dump the logs.

    Step 3   On the VM console, dump the logs to the serial port. After the file is copied, open it using a file compression utility.
    Note   
    • Leaving the serial port (or any other unnecessary virtual hardware) can negatively impact its performance.
    • In a VM, the serial port is used only for dumping the install logs, so you will not need it again unless you do a fresh install.
    Step 4   After successful installation, power off the VM, edit settings and remove the serial port from the VM.

    The reason you needed to initially attach a tmp file to the serial port is because during boot-up of linux, a few garbage characters (terminal escape sequences) get output to that port. These characters corrupt the tar format of the file, if you dump the logs into that file. So to create a valid .tar file, you must connect the serial port to a new and empty file just before you dump the logs.