Table Of Contents
System Operation
Viewing and Printing Reports
Accessing Reports
Usage Reports
Transaction History Reports
Active Ports Report
Access Code Reports
Access Code Report
Unused Code Report
Access Code History Report
RADIUS Reports
Walled Garden Report
Managing Access Codes
Managing Access Codes
Finding Access Codes by Customer
Finding Reservations by Date
Deactivating and Reactivating Client Sessions
Deactivating Client Sessions
Reactivating Client Sessions
Viewing and Installing Service Packs or Patches (Updates)
Before You Start
Procedure
Troubleshooting
Common Problems
No Start Page Received by End User
No Internet Access
E-mail
RADIUS
No Functionality
Using the Trace Debugging Utility
System Operation
This chapter describes how to perform all facets of system operation after the initial basic configuration:
•
Viewing and Printing Reports
•Viewing port control data and performing port maintenance
•Creating and configuring access codes
•Deactivating and reactivating client sessions
•Viewing and Installing Service Packs or Patches (Updates)
•Troubleshooting
Viewing and Printing Reports
You can view and print reports of BBSM Hotspot activities and functions on a site basis by clicking the Reports option on the Dashboard. Use Internet Explorer to view any of the following reports:
•Usage
•Transaction History
•Active Ports
•Access Codes
•RADIUS
•Walled Garden
Accessing Reports
Use the following procedure to access BBSM Hotspot reports.
Step 1 From the Dashboard, click Reports. The Usage Report Options web page appears.
Step 2 To request a report, click the desired report on the menu bar at the top of the web page. (See Figure 4-1.)
Step 3 For all report web pages, select the way that you want the report to be sorted by clicking a column heading. Clicking the heading a second time switches the order of rank between ascending and descending.
Usage Reports
Usage reports allow you to obtain data about Internet use for the specified time range. You can request this data in three different formats:
•Usage By Year
•Usage By Month
•Usage By Day
To generate usage reports based on a specified time range instead of the default of midnight, use the Calendar Day Offset feature. By using Calendar Day Offset, you can choose to realign the time boundaries with, for example, a shift change.
Use the following procedure to generate and view usage reports.
Step 1 From the Dashboard, click Reports. The Usage Report Options web page appears. (See Figure 4-1.)
Figure 4-1 Usage Report Options Web Page
Step 2 To generate and view the report, from the Report Type drop-down menu, choose the type of report that you want to generate. (You can also select the report type on the secondary navigation bar.)
•Usage by Year
•Usage by Month
•Usage by Day
Step 3 If desired, from the Calendar Day Offset drop-down menu, choose the start time of the report, such as 10:00 AM.
Step 4 To generate and view the report, click Get Usage Report. The report appears. (Figure 4-2 shows a Usage By Day report. Table 4-1 describes the report columns.)
You can use the data links in the left column of a report to move to the next more detailed report; for example, as follows:
•When you choose the Usage By Year report, you can click the underlined year in the left column to see a Usage By Month report for that year.
•From the Usage By Month report, you can click a particular month to view a Usage By Day report for that month.
•From the Usage By Day report, you can click a specific day to view a Usage by Day report for just that day. You can also click a location in the in the second column to view a Usage By Day report for just that location on that day.
Figure 4-2 Usage By Day Report
Table 4-1 Usage Report Column Descriptions
Column
|
Description
|
Year
Month
Date
|
Depending on the type of report requested, displays the generated data for the year, month, or day.
For example, if you click year 2002, the Usage By Month report appears, showing you the monthly usage for 2002.
|
Users/Location
|
For the specified time period, shows the number of Internet users. In the Usage by Day report, when you click the left-hand Date column, the Users column changes to Location.
|
Revenue
|
Displays the revenue that was generated for that time period.
|
Duration
|
Displays the length of time that the Internet was used for the year, month, or day.
|
Transaction History Reports
The Transaction History report contains one record for each BBSM Hotspot event. Example events are client activation and deactivation, credit card sales, and port hopping.
Use the following procedure to generate and view reports.
Step 1 From the Dashboard, click Reports. The Usage Report Options web page appears.
Step 2 Click Transaction History. The Transaction History web page appears. (See Figure 4-3.)
Figure 4-3 Transaction History Report
Step 3 Select the time period for the report:
a. From the Start Date drop-down menu, select the report start date.
b. From the End Date drop-down menu, select the report end date.
Step 4 To generate a new report, click Requery. Table 4-2 describes the Transaction History report columns.
Table 4-2 BBSM Hotspot Transaction History Report Columns
Column
|
Description
|
#
|
Displays the transaction number.
|
Date / Time
|
The date and time of the transaction.
|
Type
|
The type of transaction that occurred.
|
IP
|
The IP address of the applicable client.
|
Previous
|
Designates the state of the port, Active or Inactive, before the transaction.
|
New
|
Designates the state of the port, Active or Inactive, after the transaction.
|
Amount
|
The cost of the transaction, if any.
|
PortID
|
The Port ID of the applicable client.
|
MAC
|
The MAC address of the applicable client.
|
Location
|
The guest room or location number of the client.
|
Duration
|
The session duration.
|
Session
|
For each IP address, the unique number that identifies the session.
|
Multinet
|
The multinet, 1 or 2, that was used for the transaction.
|
B-kbps
|
This field displays the bandwidth throttling rate, in kbps, that applied to the session.
|
Active Ports Report
The Active Ports report shows the rooms that are connected to BBSM Hotspot at the time the report is produced. Use the following procedure to view the Active Ports report.
Step 1 From the Dashboard, click Reports. The Usage Report Options web page appears.
Step 2 Click Active Ports. The Active Ports report appears. (See Figure 4-4.)
Figure 4-4 Active Ports Report
Step 3 To sort the data in ascending or descending order, click a column heading. Table 4-3 describes the report columns.
Table 4-3 Active Ports Report Column Descriptions
Column
|
Description
|
IP
|
The IP address of the connected client.
|
Start
|
The time that the connection started.
|
PortID
|
The client port. The number includes the switch, cluster, and port identifiers.
|
Location
|
The location name or number:
•If you used the Switch Discovery Wizard to configure the ports, the room or location designation is "unmapped."
•If you configured the ports using Hotspot Configuration and the Network Device Port Settings pop-up window, the location shows the prefix you selected in Port Settings with the port number after it, such as "SW1-128."
|
Access Policy
|
The access policy used for the client.
|
Accounting Policy
|
The accounting policy used for the client.
|
Bandwidth kbps
|
The bandwidth throttling rate, with "0" indicating full speed.
|
Access Code Reports
Three different Access Code reports show the existing, unused, and expired access codes:
•Existing codes—Access Code Report
•Unused codes—Unused Code Report
•History of code use—Access Code History Report
The sections that follow describe how to generate and view the reports.
Access Code Report
The Access Code report shows the existing access codes assigned to a customer. Use the following procedure to view the Access Code report.
Step 1 From the Dashboard, click Reports. The Usage Report Options web page appears.
Step 2 Click Access Codes. The Access Code Report options web page appears. (See Figure 4-5.)
Figure 4-5 Access Code Report Options Web Page
Step 3 From the Customer Name drop-down menu, choose the customer for which you want to view the access codes.
Step 4 To generate and view the report, click Find Codes. The Access Code Report appears. (See Figure 4-6. Table 4-1 describes the report columns.)
Figure 4-6 Access Code Report
Table 4-4 Access Report Column Descriptions
Column
|
Description
|
Start Date
|
The start date that the access code will be used.
|
End Date
|
The end date that the access code will be used.
|
Price
|
The price for the access code.
|
Bandwidth
|
The minimum bandwidth (in kbps) of the access code.
|
Access Codes
|
The access codes that will be used.
|
Unused Code Report
The Unused Code Report shows the unused access codes assigned to a customer. Use the following procedure to view the Unused Code report.
Step 1 From the Dashboard, click Reports. The Usage Report Options web page appears.
Step 2 Click Access Codes. The Access Code Report web page appears. (See Figure 4-5.)
Step 3 Click Unused Code Report. The Unused Code Report options web page appears. (See Figure 4-7.)
Figure 4-7 Unused Code Report Options Web Page
Step 4 From the Customer Name drop-down menu, choose the customer for which you want to view the access codes.
Step 5 To generate and view the report, click Find Codes. The Unused Code Report appears. (See Figure 4-8.) Table 4-5 describes the report columns.)
Figure 4-8 Unused Code Report
Table 4-5 Unused Code Report Column Descriptions
Column
|
Description
|
StartDate
|
The start date that the access code was to have been used.
|
EndDate
|
The end date that the access code was to have been used.
|
Code
|
The access code to have been used.
|
Price
|
The price for the access code.
|
Bkbps
|
The minimum bandwidth (in kbps) of the access code. If no bandwidth was specified, the rate is "None."
|
Access Code History Report
The Access Code History report shows the access codes that have been used. Use the following procedure to generate and view a summary or detailed report.
Step 1 From the Dashboard, click Reports. The Usage Report Options web page appears.
Step 2 Click Access Codes. The Access Code Report web page appears. (See Figure 4-5.)
Step 3 Click Access Code History. The Access Code History options web page appears. (See Figure 4-9.)
Figure 4-9 Access Code History Report Options Web Page
Step 4 From the Report Type drop-down menu, select the desired report type: Detailed or Summary.
Step 5 From the Customer Name drop-down menu, select the desired customer name.
Step 6 From the Codes Used On or After drop-down menu, select the start date.
Step 7 From the Codes Used Before drop-down menu, select the end date.
Step 8 To view the report, click Generate Report. The Access Code History report appears. (Figure 4-10 shows a summary report, and Figure 4-11 shows a detailed report. Table 4-6 describes the Access Code History report columns.)
Figure 4-10 Summary Access Code History Report
Figure 4-11 Detailed Access Code History Report
Table 4-6 Access Code History Report Column Descriptions
Column
|
Description
|
DateTime
|
The date and time that the end user logged off.
|
Location
|
The location name or number:
•If you used the Switch Discovery Wizard to configure the ports, the room or location number is "unmapped."
•If you configured the ports using Hotspot Configuration and the Network Device Port Settings pop-up window, the room number shows the location prefix you selected in Port Settings with the port number after it, such as "SW1-128."
|
Code
|
The access code used to log in.
|
Customer
|
The customer name used when the access code was created.
|
Price
|
The price and currency type for the access code or bandwidth rate.
|
BKbps
|
The bandwidth used for the access code, or if no bandwidth was specified, the actual bandwidth rate, such as "Full-Speed."
|
Duration
|
The length of time that the end user was logged on.
|
Username
|
The end user's name.
|
IPAddress
|
The end user's IP address.
|
RADIUS Reports
The RADIUS report provides a history of all RADIUS sessions based on either a particular RADIUS server or user. Use the following procedure to view the report.
Step 1 From the Dashboard, click Reports. The Usage Report Options web page appears.
Step 2 Click RADIUS. The RADIUS Session History web page appears. (See Figure 4-12.)
Figure 4-12 RADIUS Session History Options Web Page
Step 3 From the RADIUS Server or Customer Name drop-down menus, select the desired RADIUS server or customer. (If RADIUS Accounting is not enabled, the RADIUS Server drop-down menu will not have any entries for selection. Then, only a customer name can be selected.)
Step 4 Select the time period for the report:
a. From the Start Date drop-down menu, select the report start date.
b. From the End Date drop-down menu, select the report end date.
Step 5 To generate and view the report, click View RADIUS Report. The RADIUS Session report appears. (See Figure 4-13.)
Note In this section, "Customer" refers to the end user that connects to the Internet, not you, the BBSM Hotspot customer.
Figure 4-13 RADIUS Session History Report
Table 4-7 describes the RADIUS Session report data.
Table 4-7 RADIUS Session History Report Columns
Column
|
Description
|
#
|
The session number.
|
Entry Time
|
The time that the end user logged in.
|
RADIUS
|
The IP address of the RADIUS server that the end user connected to.
|
Customer
|
The end user's login name.
|
Room
|
The end user's location.
|
Customer IP
|
The end user's IP address.
|
Session (sec)
|
The session duration in seconds.
|
Rate
|
The cost of the session.
|
Entry Type
|
Indicates the type of entry:
•1 = RADIUS Accounting Start
•2 = RADIUS Accounting Stop
•3 = RADIUS Accounting Interim-Update
•4 = Activate Session
•5 = Deactivate Session
•6 = Bandwidth Boost
|
Server Status
|
Indicates whether or not the login was successful:
•0 = Successful
•1 = RADIUS server not responding
•2 = Authentication/accounting response packet not valid
•3 = Other
|
Packets In
|
The number of packets that BBSM Hotspot received from the end user during the user's session.
|
Packets Out
|
The number of packets that BBSM Hotspot transmitted to the end user during the user's session.
|
NAS Port
|
The location of the NAS port.
|
Walled Garden Report
The Walled Garden report displays all of the current walled garden configurations that you created using the Walled Garden web page of Hotspot Configuration. Figure 4-14 shows an example of the report.
Use the following procedure to view the Walled Garden report.
Step 1 From the Dashboard, click Reports. The Usage Report Options web page appears.
Step 2 Click Walled Garden. The Walled Garden report web page appears. (See Figure 4-14.)
Figure 4-14 Walled Garden Report
Step 3 To sort the data in ascending or descending order, click a column heading.
Managing Access Codes
You can create, edit, delete, and view access codes by using the Access Code Management tool on the Dashboard. Access codes are alphanumeric strings that BBSM Hotspot generates for end users to access the Internet. The Internet access is paid for by purchasing the access code, which can be paid for when generating the access code or at the time the access code is used. No billing is done by BBSM Hotspot when users log in with access codes.
Before you can create the access codes using managed bandwidth, you must have configured the bandwidth management options. Refer to the "Configuring Server Settings" section.)
Managing Access Codes
After you have determined the bandwidth options in Hotspot Configuration, you can create and configure your access codes. Use the following procedure to manage your access codes.
Step 1 From the Dashboard, click Access Code Management. The Manage Codes web page appears. The web page differs, depending on the access codes bandwidth options that you configured on the Server Settings web page in Hotspot Configuration (refer to the "Configuring Server Settings" section):
•No Throttling—If you did not check Bandwidth Throttle on the Server Settings page, the bandwidth defaults to Full Speed.
•Throttle—If you checked Bandwidth Throttle on the Server Settings page, the Bandwidth drop-down menu appears on the Manage Codes web page.
Step 2 Configure the access code options, based on the information shown in Table 4-8.
Step 3 To save the changes, click Save.
Figure 4-15 Manage Codes Web Page
Table 4-8 Access Code Management Options
Field
|
Description
|
Calendar
|
Monthly calendar
|
The calendar section shows you the following information:
•By scrolling, you can see previous and future months or years and create access codes for that date by clicking the desired date.
•From the drop-down menu on the right, you can see the access codes for all customers, which is the default, or choose a specific customer's access codes.
•As shown in the lower left-hand corner, the calendar is color coded to highlight dates for which access codes have been created.
•Click Today to highlight the current day and see its access codes.
|
Customers
|
Date
|
Displays the selected calendar/access code date.
|
Name
|
Shows the customers for which access codes have been created on that date. Click the name to recall the access code details. (The fields at right are then populated with the details.)
|
Access Codes
|
Customer
|
Enter a customer name.
|
Set Start Date
Time
|
On the calendar at the left, click the desired start date. Click Set Start Date and select the desired start time. The default is 12:00am (midnight).
|
Set End Date
Time
|
On the calendar at the left, click the desired end date. Click Set End Date and select the desired end time. The default is 12:00am (midnight).
|
Code Prefix
|
Enter an optional one- to three-letter customer code. After you save the changes, BBSM Hotspot appends a one- to four-digit number to the prefix. The combination is the access code.
|
Quantity
|
Enter the number of access codes that you need. The maximum is 1000 access codes.
|
Access Code Price
|
Enter the price that you want to charge for each access code. Although the price is recorded for auditing purposes, BBSM Hotspot does not perform any billing when users log in with access codes.
|
Bandwidth
|
From the drop-down menu, select the desired maximum bandwidth throttling rate in kbps that is applied to each user that logs in with an access code.
|
Buttons
|
View Access Codes
|
Click to view the access codes that you configured.
|
New
|
Click to enter a new customer and its access codes. The Manage Codes web page appears with blank fields appears so the access codes can be created.
|
Requery
|
Before you have saved any changes, click to return the web page to the previously saved settings.
|
Save
|
Saves the changes made to the web page.
|
Delete
|
When you select a customer, click to delete the customer and its access codes.
|
Finding Access Codes by Customer
Use the following procedure to find customers and their access codes by the customer name.
Step 1 From the Dashboard, click Access Code Management. The Manage Codes web page appears.
Step 2 From the menu bar, click Find by Customer. The Find Codes by Customer web page appears. (See Figure 4-16.)
Figure 4-16 Find by Customer Web Page
Step 3 From the drop-down menu of customers with access codes, choose the desired customer.
Step 4 Click Find Codes. The View Access Codes - Find By Customer web page appears, showing the access codes for the customer. (See Figure 4-17.)
Figure 4-17 Find by Customer Search Results Web Page
Step 5 To make sure that all of the information about the customer's access codes is correct, verify the settings.
Step 6 To change the settings, click Edit. The Manage Codes web page appears. Make changes as needed.
Step 7 To print the access codes in a larger format, click Printer Format. The Printer Format Access Codes web page appears. (See Figure 4-18.)
Figure 4-18 Find by Customer Search Results Web Page—Printer Format
Finding Reservations by Date
Use the following procedure to find customers and their access codes by the date setting.
Step 1 From the Dashboard, click Access Code Management. The Manage Codes web page appears.
Step 2 From the menu bar, click Find by Date. The Find Codes by Date web page appears, showing highlighted dates for the existing reservations. (See Figure 4-19.)
Figure 4-19 Find by Date Web Page
Step 3 If desired, click the date to view the details about the reservation. The Manage Codes web page appears, showing the existing reservations for the date.
Deactivating and Reactivating Client Sessions
The Client Deactivation feature allows you to remotely deactivate one or more active sessions, either temporarily or permanently. It also allows you to reactivate a permanently deactivated client. By deactivating clients, you can safely perform routine BBSM Hotspot testing and maintenance.
Caution We strongly recommend deactivating all client sessions when installing service packs, patches, and upgrades.
You temporarily or permanently deactivate a client based on its MAC address:
•A temporary deactivation allows clients access to the Start page to reconnect.
•A permanent deactivation prevents clients from reconnecting unless you reactivate them.
When navigating through the sessions, note that each column can be sorted, in ascending or descending order, by clicking the column heading.
Deactivating Client Sessions
Use the following procedure to temporarily or permanently deactivate client sessions.
Step 1 From the Dashboard, click Client Deactivation. The Deactivate Clients web page appears. (See Figure 4-20.)
Figure 4-20 Deactivate Clients Web Page
Step 2 Select the client sessions you want to temporarily or permanently deactivate, based on the information shown in Table 4-9.
Step 3 To deactivate the selected clients, click Deactivate Clients. After you permanently deactivate a client, they are redirected to the Deactivated Session web page when they try to access the Internet. (See Figure 4-21.)
Figure 4-21 Deactivated Session Web Page
Table 4-9 Deactivate Clients Web Page Options
Option
|
Description
|
Deactivate
|
Check the box to select the session for deactivation.
|
Permanent
|
After you have checked Deactivate, check this box to select the session for permanent deactivation.
|
Client MAC Address
|
Displays the client's MAC address.
|
IP Address
|
Displays the client's IP address.
|
Start Time
|
Displays the date and time that the client's session began.
|
Port ID
|
Displays the port ID number that the client is connected to. For an explanation of the Port ID, refer to the "Configuring Ports (Port Configuration)" section.
|
Location
|
Displays the end user's location number.
|
Access Policy
|
Displays the access policy that is applied to this user.
|
Accounting Policy
|
Displays the accounting policy that is applied to this user.
|
Bandwidth
|
Displays the end user's bandwidth rate.
|
Buttons
|
Requery
|
Before you have clicked Deactivate Clients, click to return the web page to the previously saved settings.
|
Select All
|
Click to select all client sessions at once.
|
Clear All
|
Click to deselect all client sessions.
|
Deactivate Clients
|
Click to deactivate the client sessions that you checked.
|
Reactivating Client Sessions
When clients have been permanently deactivated, the deactivation is absolutely permanent unless you reactivate them. For example, years later, the permanently deactivated MAC address will not be allowed on the system unless reactivated.
To reactivate a permanently deactivated client, follow the steps below.
Step 1 From the Dashboard, click Client Deactivation. The Deactivate Clients web page appears. (See Figure 4-20.)
Step 2 Click Reactivate Clients. The Reactivate Clients web page appears. (See Figure 4-22.)
Figure 4-22 Reactivate Clients Web Page
Step 3 Reactivate the desired clients, based on the information shown in Table 4-10.
Step 4 To save the changes, click Reactivate Clients.
Table 4-10 Reactivate Client Options
Option
|
Description
|
Reactivate
|
Check this check box to reactivate a client that was permanently deactivated.
|
Client MAC Address
|
Displays the client's MAC address.
|
Deactivation Time
|
Displays the date and time that the client was permanently deactivated.
|
Location at Deactivation Time
|
Displays the physical location of the client that was permanently deactivated.
|
Buttons
|
Requery
|
Before you have saved any changes, click to return the web page to the previously saved settings.
|
Select All
|
Selects all of the clients.
|
Clear All
|
Deselects all of the clients.
|
Reactivate Clients
|
Click to reactivate the permanently deactivated clients.
|
Viewing and Installing Service Packs or Patches (Updates)
This section describes how to view, transfer, and install service packs or patches and view the patch log. BBSM Hotspot service packs or patches can be installed on any BBSM Hotspot server, or they can be installed on multiple servers from another computer in a remote location. Note that multiple files can be transferred to the BBSM Hotspot server before they are installed.
Before You Start
Before you begin transferring and installing files, read the following precautions to avoid problems:
•Transfer and install only service packs or patches properly obtained from Cisco to ensure successful updates.
•Make sure you select the proper file to avoid corrupting the database or preventing BBSM Hotspot from operating properly.
•Confirm that you can access the service pack executable file. Most BBSM Hotspot service packs and patches are available over the Internet. Be sure the file has been downloaded before continuing.
•We strongly recommend terminating all client sessions during these installations.
•Install service packs or patches during low-use time periods to minimize service interruptions and ensure proper functionality.
•If you are using Windows 2000 Professional or XP Professional and are logging onto the BBSM Hotspot server remotely, uncheck the Client for Microsoft Networks check box, as described in the steps below. By unchecking the check box, the ASP files will load much more quickly.
Step 1 Choose Start > Settings > Network and Dial-up Connections. The Network and Dial-up Connections window appears.
Step 2 Right-click Local Area Connection, and from the drop-down menu, choose Properties. The Local Area Connection Properties window appears. (See Figure 3-32 on page 3-28.)
Step 3 Uncheck the Client for Microsoft Networks check box.
Step 4 To close the windows, click OK three times.
Procedure
Use the following procedure to view or install service packs or patches and view the patch log.
Step 1 From the BBSM Hotspot Dashboard, click WEBpatch. The BBSM Hotspot Patches web page appears. (See Figure 4-23 and Table 4-11.)
Figure 4-23 BBSM Hotspot Patches Web Page
Table 4-11 BBSM Hotspot Patches Web Page Fields
Field
|
Description
|
Installed patches
|
Used to select an installed service pack.
|
Install Date
|
Shows the date that the service pack was originally installed.
|
Release
|
Lists the BBSM Hotspot release for which the service pack is intended.
|
Description
|
Displays a brief description of the service pack.
|
Release Dependencies
|
Indicates the release or range of releases for BBSM Hotspot that must be installed on the target server before installing the service pack.
|
Patch Dependencies
|
Lists the previous service packs or patches that must be installed before the current service pack or patch can be installed.
|
Hotfixes
|
Shows the Microsoft hotfixes that are installed with the service pack or patch.
|
Database Commands
|
Displays the commands performed to modify or update the BBSM Hotspot database during the service pack/patch installation.
|
Step 2 View installed service packs, as follows:
a. From the Installed patches drop-down menu, select the desired service pack. (Note that the navigation buttons near the bottom of the page can also be used to select a service pack.)
b. Click Go. The BBSM Hotspot Patches web page fields populate with the data for the specified service pack, and the View Log Entries button is enabled.
Step 3 Transfer and install service packs or patches, as follows:
a. Click Transfer. The BBSM Hotspot Transfer web page appears. (See Figure 4-24.)
Note If you are updating BBSM Hotspot remotely and have not installed the Java 2 plug-in (version 1.3.1_03) that is needed to transfer files, click Go To Java Download Page and download and install the plug-in file. The BBSM Hotspot server ships with this plug-in already installed.
Figure 4-24 BBSM Hotspot Transfer Web Page
b. Click Continue. The BBSM Hotspot Transfer web page appears. (See Figure 4-25.)
Figure 4-25 BBSM Hotspot Transfer, Browse Web Page
c. In the BBSM Hotspot Transfer field, click Browse to navigate to the file being installed, then click Open. The file name now appears in the BBSM Hotspot Transfer field.
d. Under the file name, click Transfer. The BBSM Hotspot WEBpatch Transferred web page appears, prompting you to install the file. (See Figure 4-26.)
Figure 4-26 BBSM Hotspot WEBpatch Transferred Web Page
e. To install another file at the same time, click Transfer again to continue transferring files to be installed. After all files are transferred, continue with the installation.
f. Click Go to Install. The BBSM Hotspot Install Patch web page appears, displaying the transferred service pack in the drop-down menu. (See Figure 4-27.) (Instead of clicking Go to Install, you can also click Install Patch, which also takes you to the BBSM Hotspot Install Patch web page. From the drop-down menu, you can select the desired service pack to install.)
Figure 4-27 Install Patch Web Page
g. Click Install. The file is automatically verified and installed.
Note After the file has been installed, the BBSM Hotspot server may automatically reboot. You cannot access the BBSM Hotspot server while the server is rebooting.
Step 4 If desired, view the patch log for confirm that your patches have installed successfully and to view any messages, as follows:
a. Click Patch Log. The BBSM Hotspot Patch Log web page appears. (See Figure 4-28.) (This page can also be accessed from the Patches page by using the View Log Entries button.)
Figure 4-28 BBSM Hotspot Patch Log
b. From the drop-down menus at the top of the page, select the desired criteria, or click Default, which selects all service packs and patches, the Summary trace level, and All log types. (See Table 4-12.)
c. Click Go. The messages are displayed in the Patch Log Data table.
d. Note that if no log information meets the selected criteria, a dialog box appears, stating that no records exist for the selected criteria. (See Figure 4-29.) Click OK to return to the Patch Log page and change the search parameters.
Figure 4-29 No Records Dialog Box
Table 4-12 BBSM Hotspot Patch Log Web Page Fields
Field
|
Description
|
Drop-Down Menus
|
Patches
|
•All (default setting)—Shows messages for all service packs or patches
•<service_pack_number>—Shows only PatchLog entries for the specific service pack
|
Trace Level
|
•All—Shows all trace levels.
•Summary (default setting)—Lists only the high level summary.
•Detail—Shows all the messages for all actions performed during WEBpatch activities.
•Debug—Not applicable (used by Cisco Support)
|
Log Type
|
•All (default setting)—Shows all entries for all log types
•Transfer—Shows only entries for file transfers
•Install—Lists only installation related entries
•Other—Displays messages generated by Windows and other programs during WEBpatch activities
|
Table Columns
|
Date Time
|
The date and time that the patch was installed.
|
Patch #
|
The patch number.
|
Detail
|
The patch description.
|
Troubleshooting
Use this section to troubleshoot problems that may arise when using BBSM Hotspot. In addition to the information in this section, you can also find tips and answers to common questions by accessing the BBSM Hotspot website at http://www.cisco.com.
This section describes how to use the Trace debugging utility and the most common error messages and the suggested steps for resolving them.
Common Problems
The following are the most common problems that you or the end user might encounter when using BBSM Hotspot and the suggested corrective actions for resolving them.
No Start Page Received by End User
The end user tried to connect to the Internet and received this error message: "Sorry, a network error has occurred."
Probable Cause
|
Suggested Resolution
|
The user is trying to connect to BBSM Hotspot through an unsupported network device or through a network device that has not been set up within BBSM Hotspot.
|
Perform the steps below:
•Verify that all network devices on site are on the supported hardware list and that they are correctly set up in BBSM Hotspot.
•From the Hotspot Configuration NavBar, click Network Devices. Click Switches or Access Points to determine the IP address information of the various network devices.
•Verify the connectivity to all network devices by pinging their IP address.
•Verify the correct configuration of the network devices.
•Correct any information and/or add any necessary network device information to the Hotspot Configuration pages.
Note The port configuration may need to be updated if any changes were made to the switch information.
|
A previously generated port configuration has been corrupted, one or more network devices were added to this server and the port configuration was not updated, or a port configuration was never been generated for this site.
|
Perform the following steps:
1. Update or generate the port configuration. Refer to the "Configuring Network Devices" section.
2. Attempt to connect a client to see whether the problem has been resolved.
|
The SNMP read/write community string on the switch does not match the SNMP password on the BBSM Hotspot server.
|
Change the SNMP read/write community string so that both the server and the switch match. Refer to the "Configuring Network Devices" section.
|
A previously configured switch has lost its configuration.
|
Reconfigure the switch with the correct IP and SNMP parameters. These parameters may be obtained from an up-to-date copy of the network diagram.
Note An on-site technician must perform this step.
|
No Internet Access
The end user receives the Start page, but cannot access the Internet.
Probable Cause
|
Suggested Resolution
|
When the following web pages are being used and the end user logs on to the Internet, the client is automatically redirected to the end user's home page:
•FreeAccess
•BlockICSClear
•AccessCode
•Hotspot
•HotspotClear
If the end user's home page URL is unresolvable, the end user will see one of the following error messages, although they are actually connected to the Internet:
•"The page cannot be displayed..." The Disconnect box also opens.
•"HTTP Proxy reports: (Connection timed out...)"
•When the default ASP page is used, the end user sees the following error message: "You are Connected to the Internet... However, the Internet address you requested was unavailable. Please try another URL or try this one again later. Thank you."
|
In this case, the end user can simply enter another URL.
In addition, if desired, the user can change the default home page.
|
The DNS server is not set to obtain DNS information from the Internet.
|
Enter the IP address of the ISP's DNS server. Refer to the "Configuring DNS Forwarding" section.
|
The DNS server has cached bad information or is not started.
|
Restart the DNS server:
1. Select Start > Programs > Administrative Tools > Services.
2. Right-click DNS Server and choose Start (or Restart).
|
The Internet may be slow or the site may not be responding.
|
Have the user try again later or try another site on the Internet.
|
The Internet connection (T-1 or T-3) from the ISP to the site may be down.
|
Submit a trouble call with the ISP.
|
E-mail
Users cannot send or receive e-mail using their normal ISP account while connected to BBSM Hotspot. Users may or may not be able to receive e-mail.
Probable Cause
|
Suggested Resolution
|
The end user's ISP does not accept e-mail from unrecognized sources or IP addresses to prevent its e-mail server from being used as a spam gateway.
Normally, the user's computer receives its IP address from the ISP itself, so the address is recognized as valid. When the user logs on to the BBSM Hotspot network, the user's computer receives its IP address from the BBSM Hotspot server, which the ISP sees as foreign.
When the user tries to send e-mail to this server, the server ignores the e-mail, because it does not recognize the source IP address as being on its own network.
|
If the BBSM Hotspot network provider has set up an SMTP server to resolve this problem, the IP address of that server can be configured within BBSM Hotspot. BBSM Hotspot will then intercept all SMTP packets and forward them to the IP address. This solution precludes the need for users to reconfigure their e-mail program. Set the SMTP forwarding address as follows:
1. From the Dashboard, click Hotspot Configuration. The Server Settings web page is appears.
2. Enter the IP address or FQDN of the SMTP server in the E-Mail Relay Server field.
3. Click Save.
|
The user normally connects to the Internet through their corporate network, which is behind a firewall.
|
In this instance, users must tunnel into their corporate network in order to receive e-mail. Refer to the resolution above to allow the users to send mail only.
|
RADIUS
The end user is unable to authenticate and cannot gain Internet access.
Probable Cause
|
Suggested Resolution
|
RADIUS is not correctly configured on the BBSM Hotspot server.
|
Check the following:
•Verify that you can ping the RADIUS server IP address from the BBSM Hotspot server:
–From the Hotspot Configuration NavBar, click Billing > RADIUS.
–Verify that the RADIUS servers are configured with the same Shared Secret (password) as the BBSM Hotspot server. Refer to the "Configuring RADIUS Billing" section.
–Verify that on the BBSM Hotspot server, RADIUS authentication is enabled and the authentication port is set to the same port that the RADIUS server is using. The default RADIUS port is 1645. Refer to the "Configuring RADIUS Billing" section.
•Verify that the RADIUS server is configured to accept RADIUS requests from this site.
•Verify that the user account is set up and is active on the RADIUS server.
•Verify that the BBSM Hotspot server is using the correct page set.
|
No Functionality
BBSM Hotspot no longer functions.
Probable Cause
|
Suggested Resolution
|
In the process of changing all of the IP addresses, the procedure was not performed correctly.
|
Verify with the customer that the Address Change Wizard was used to change the BBSM Hotspot NIC IP addresses. If not, use the Network Control Panel to change the IP addresses of the BBSM Hotspot NICs back to the previous settings and run the Address Change Wizard to change the BBSM Hotspot NIC IP addresses to the correct settings. Refer to the "Running the Address Change Wizard" section.
Verify the Hotspot Configuration information and, if necessary, change it. Launch Hotspot Configuration and in the IP Addresses, Routers, and Network Devices web pages, change the IP address information. Refer to the "Configuring IP Addresses" section, the "Configuring Routers" section, and the "Configuring Network Devices" section.
Verify the DNS server address and change it if necessary. Refer to the URL Error Page resolution below. Note that all network hardware must have its IP address settings changed separately by a technician.
|
A network device has been disconnected. The problem could be a bad Ethernet cable, an unplugged Ethernet or power cable, or the switch itself might be malfunctioning. If a switch is merely misconfigured, traffic will still pass through. In this case, the client would receive a DHCP address, and switches located downstream of the suspected switch would be reachable by support staff.
|
Using utilities such as ping and telnet, along with the network diagram, determine the most likely location of the failure using the following procedure.
Caution If replacing switches or moving cables, return the same cables to the exact same port, or the port configuration will be invalidated.
1. Determine which switches are not responding using the ping utility.
2. Telnet into a visible switch, if available, and try to ping the nonresponsive switches again.
3. If an IT staff is available and they do not mind assisting, ask them to help perform the following steps, or a technician must be sent to the property to perform these steps:
–Check the unresponsive switches to ensure that all power and Ethernet cables are plugged snuggly into their respective sockets.
–Ensure that any switch lights that are not lit. A link light that should be lit and is not may indicate that the wrong type of cable is being used.
–Power cycle the switch by unplugging the power cable, waiting 5 to 10 seconds and plugging the power cable back into the switch.
–Unplug the uplink cable from the suspected switch and plug it into a laptop configured for DHCP and try to get an IP address. If you can't get an IP address, the problem is likely upstream. If you can get an IP address, the problem is likely downstream.
–Configure the laptop with the IP address of the BBSM Hotspot internal NIC and plug it into the uplink port of the suspected switch and try to ping the switch.
4. If the problem with a switch or switches cannot be resolved, replace the switches.
Note Switch-to-switch and router-to-computer connections require a crossover cable. Switch-to-computer connections require a straight-through cable.
Check the network diagram to determine which, if any, switches are downstream of the suspected switch. Note that the network diagram may not reflect recent changes.
|
Using the Trace Debugging Utility
You can also use BBSM Hotspot's debugging utility, called Trace, to debug problems. This section provides basic steps for running the trace. The Cisco BBSM 5.2 SDK Developer Guide provides additional information about using trace that may be useful to developers.
Caution Enabling Trace impacts system performance, so we recommend disabling it after you have run the trace.
Step 1 Open Internet Explorer.
Step 2 Enter http://<BBSM Hotspot_server:9488>/trace/ where <BBSM Hotspot_server> is the IP address of the BBSM Hotspot server in the address field. If you are running the browser on the server, you can replace <BBSM Hotspot_server> with "localhost" (without the quotes), and then hit Enter. The Trace Application Information web page appears. (See Figure 4-30.)
Figure 4-30 Trace Application Web Page
Step 3 To enable the trace application (or trace logging), check the Enable BBSM Hotspot Trace Application check box, and then click Change State.
Step 4 To view the results of the trace, click Standard or Source.
Step 5 To clear the trace information, click Clear Trace Information Table.
Step 6 After running the trace, disable trace logging to prevent system performance from being impacted. Uncheck the Enable BBSM Hotspot Trace Application check box and click Change State. Note that if you reboot the server, the trace is disabled.
