Table Of Contents
Troubleshooting Your Network Using CiscoWorks Assistant
Generating Device Troubleshooting Report
Understanding the Device Troubleshooting Report
Generating End Host/IP Phone Down Report
Understanding the End Host Down Report
Understanding the IP Phone Down Report
Using Device Selector in Troubleshooting Workflows
Troubleshooting Your Network Using CiscoWorks Assistant
Cisco Works Assistant helps you collect troubleshooting information from all the servers part of the Multi-server set up and display reports.
For Device Troubleshooting workflow and End Host/IP Phone down workflow to work in a Multi -server set up, you must have configured Single Sign-on.
You should also have the same System Identity User configured across all servers that are part of the set up.
The following sections help you understand the Troubleshooting Workflow
•
Generating Device Troubleshooting Report
•Understanding the Device Troubleshooting Report
•Generating End Host/IP Phone Down Report
•Understanding the End Host Down Report
•Understanding the IP Phone Down Report
Generating Device Troubleshooting Report
You can analyze the root cause for device unreachability. The generated Device Troubleshooting report contains the following details for the selected device:
Note You must install Campus Manager, DFM and RME to view all these details. If these applications are not installed, some of the reports will not be generated.
•Alerts and Syslog Messages
•Differences between the two archived running configurations.
•Changes in the device configuration file, inventory, and installed image
•Details of the device topology
•Details on network inconsistencies, misconfiguration in the physical and logical layout in the discovered network.
To generate Device Troubleshooting report:
Note View Permission Report (Common Services > Server > Reports) to check if you have the required privileges to perform this task.
Step 1 Select CiscoWorks Assistant > Workflows > Device Troubleshooting.
The Device Troubleshooting window appears.
Step 2 Select a device using the Device Selector (Using Device Selector in Troubleshooting Workflows).
Step 3 Enter the following fields:
Field Name
|
Description
|
Selected Device
|
The selected device display name or IP Address is populated in this field.
You cannot enter device details in the Selected Device field.
|
Notify me on Workflow Completion
|
If you enable this option, you will receive a status report on the Device Troubleshooting report. You can view the detailed report if you click the link available at the end of the e-mail. This will not be available after the data has been purged.
The following is a sample e-mail:
Hi,
Workflow Name: Device Troubleshooting
LMS user: admin
Execution started at: 04/04/2007 12:27:10 PM (GMT)
Status: Workflow successfully completed
User Input Details:
Device IPAddress : 191.77.209.209
Device Name : test
Step Details:
Reachability Check : Device connected
Syslog Message : No syslog to messages for the given device.
Audit Report : No audit summary for the selected device.
Last Configuration Change : No configuration archived for the selected device.
DFM Alerts : Alerts not retrieved
Complete Report can be viewed at :
http://abc-df140-2:1741/cwa/wfReport.do?wfsessionid=CSCTTB360BC5559E58DADCF43BBE13
Note: This report is not available once purge operation is done.
Regards,
CiscoWorks Assistant.
|
E-mail ID
|
This field is enabled only if you have selected the Notify me on Workflow Completion field.
Enter an E-mail ID. You cannot enter multiple e-mail IDs.
For example:
•john@abc.com
•john_smith@abc.co.in
|
Step 4 Click Run.
The Device Troubleshooting report appears in a new window. See Understanding the Device Troubleshooting Report for details on the generated report.
The report generation may take a while. You can click Exit to return to the CiscoWorks Assistant home page.
Understanding the Device Troubleshooting Report
The generated Device Troubleshooting report contains the following tables:
•Device Information
•Reachability Check
•Trace Route
•CDP Neighbors
•Syslog Messages
•DFM Alerts
•Last Configuration Change
•Audit Report
•Discrepancy
•Links to Tools and More Device Information
Device Information
This table contains the device information as available in Device and Credential Repository (DCR):
Field Name
|
Description
|
Name
|
Display Name of the device as entered in DCR.
|
IP Address
|
IP Address of the device.
|
Device Type
|
Device Type Information.
For example, Cisco 2511 Access Server, etc.
|
Managed By
|
Lists of the LMS applications that manage the selected device.
These applications can be from a local CiscoWorks server or from the remote CiscoWorks servers.
|
Reachability Check
This table contains the device connectivity information.
Field Name
|
Description
|
Ping
|
Displays the ping status of the selected device.
Checks whether the device is reachable. A ping tests an ICMP echo message and its reply.
|
HTTP
|
Displays the ping status of the selected device.
Sends an HTTP request to the HTTP port 80 of the destination device.
|
SNMP
|
Displays the SNMP status (service test, port 161) of the selected device.
Sends an snmp get request to the destination device for an SNMP read test (SNMPR). It also sends an snmp set request to the device to test SNMP write (SNMPW). This protocol is supported for the versions of v1, v2, and, v3.
|
Telnet
|
Displays the Telnet status (service test, port 23) of the selected device.
Checks whether Telnet is enabled on the device and if the destination device responds to a Telnet request. It does not verify that the Telnet password in the database works.
|
SSH
|
Displays the SSH status (service test, port 22) of the selected device.
Checks whether SSH is enabled on the device. If the destination device responds to SSH requests, this also tests whether CiscoWorks server can make SSH requests to that device. It does not verify the password in the database.
|
To know more about device connectivity tools, see the User Guide for Common Services at this location:
http://www.cisco.com/en/US/products/sw/cscowork/ps3996/products_user_guide_list.html
Trace Route
Displays the trace route status of the selected device. It has a maximum of 30 hops. Detects routing errors between the network management station and the target device.
Syslog Messages
This table contains the Syslog messages that are received in the past 24 hours, from the scheduled time of the report. This information is taken from the RME database. The report shows the latest ten Syslog messages. However, only the first four severities will be displayed.
Field Name
|
Description
|
Device Name
|
Display Name of the device as entered in DCR.
|
Interface
|
IP address of the interface through which the Syslog was sent out.
|
Timestamp
|
Date and time the message was logged. This is the timestamp provided by the device.
Syslog daemon provides a timestamp if the device does not send one.
|
Facility-SubFacility
|
Facility is a hardware device, a protocol, or a module of the system software; for example, SYS. Refer to the Cisco IOS reference manual System Error Messages for a predefined list of facility codes.
SubFacility is the subfacility in the device that generated the Syslog message. In most cases, this is blank.
An example of an entry in this field is SYS-5-CONFIG I.
|
Severity
|
Message severity level. CiscoWorks Assistant captures the following severity levels: Emergencies(0), Alerts (1), Critical (2), Errors (3). Click on More Details link below the table to see detailed report from RME.
|
Mnemonic
|
Code that uniquely identifies the error message. Note that older Catalyst messages do not display a mnemonic.
An example of a mnemonic for an IOS message is CONFIG I.
|
Description
|
Syslog Message description.
|
Details
|
Name of the Syslog message.
Displays a new window containing the Syslog message description. When you click on the User_URL icon, you are linked to a customized web page, if you have defined one; otherwise, it defaults to a sample Perl script for creating a user URL.
When you click the '*', the description of the Syslog message is displayed
|
To know more about Syslog Changes, see the User Guide for Resource Manager Essentials 4.1.1 at this location:
http://www.cisco.com/en/US/products/sw/cscowork/ps2073/products_user_guide_list.html
CDP Neighbors
You can view the network topology of the devices discovered by Campus Manager ANI, through Topology Maps. You can use Network Views to see different aspects of your network. Only devices and links discovered in your network are displayed in topology maps.
Along with the network topology, you can also view the device neighbor. These neighbor devices are physically connected to the selected device.
To know more about device topology, see the User Guide for Campus Manager 5.0.2 at this location:
http://www.cisco.com/en/US/products/sw/cscowork/ps563/products_user_guide_list.html
DFM Alerts
This table contains the alerts that are received in the past 24 hours, from the scheduled time of the report. The report shows the latest ten Alerts.
The Alerts provides a consolidated real-time view of the operational status of your network. When a fault occurs in your network, DFM generates an event. All events occurring on the same device are rolled up into a single alert.
Field Name
|
Description
|
Event ID
|
Event identifier number.
|
Device Name
|
Device name or IP address.
|
Component
|
Device element on which the event occurred.
|
Description
|
Description of the alert.
|
Time
|
Date and time the alert was logged. This is the timestamp provided by the device.
|
Status
|
Alert status, based on last polling.
•Active—Alert is live.
•Cleared—Alert is no longer live
•Acknowledged—Alert was manually acknowledged by a user
|
Alert ID
|
Alert identifier number.
|
To know more about device alerts, see the User Guide for Device Fault Manager 3.0.2 at this location:
http://www.cisco.com/en/US/products/sw/cscowork/ps2421/products_user_guide_list.html
Last Configuration Change
You can view:
•The time when the running configuration was archived in the Configuration Archive.
•The differences between the two archived running configurations in the Configuration Archive.
To know more about comparing configuration files, see the User Guide for Resource Manager Essentials 4.1.1 at this location:
http://www.cisco.com/en/US/products/sw/cscowork/ps2073/products_user_guide_list.html
Audit Report
This table contains the last 24 hours changes that happened in your network. Change Audit allows RME applications to log change information to a central repository. Device Configuration, Inventory, and Software Management changes can be logged and viewed using Change Audit.
Field
|
Description
|
Device Name
|
Display Name of the device as entered in DCR.
Click on the device name to launch the Device Center.
|
User Name
|
Name of the user who performed the change. This is the name entered when the user logged in. It can be the name under which the RME application is running, or the name using which the change was performed on the device.
|
Application Name
|
Name of the RME application involved in the network change.
For example, Archive Mgmt, ConfigEditor, CwConfig, etc.
|
Host Name
|
Host name of the machine from which the user accessed the device or the host name of the RME server.
|
Creation Time
|
Date and time at which the application communicated the network change or when Change Audit saw the change record.
|
Connection Mode
|
Connection mode through which the change was made. For example, Telnet, SNMP, or console. The mode is obtained by querying the device and if the query fails, default or NA is shown.
|
Message
|
Brief summary of the network change.
|
Details
|
Application details for a particular device displayed in a separate browser window.
Select the highlighted Details text to view application details in a separate browser window.
Applications that make or detect changes in the network log a change record in Change Audit log and provide a means for getting to the detailed data.
The following information is displayed when you click on the Details link for:
•Archive Mgmt, ConfigEditor, CwConfig, and NetConfig—The Config Diff Viewer window is displayed.
•ICServer—The Inventory Change report is displayed.
This window shows the changed values (previous and current value) of different Inventory entitites such as FlashDevice, FlashPartition, FlashFile.
•Software Management—The Software Modification History report is displayed.
This window shows the changed software image details.
|
Grouped Records
|
Similar change details grouped by the same job ID and the same function ID (for example: inventory collection) displayed in a separate summary window.
Select the highlighted More Records text in the Grouped Records column to view similar change details in a frame below the summary window.
For example, you have completed a software update on five devices. The Change Audit report shows the Software Management summary information about who performed the job, when, and so on.
To display all devices affected by this upgrade, click More Records to display the summary information related to the five devices. From here you can look at details of the individual device upgrades.
|
To know more about Change Audit, see the User Guide for Resource Manager Essentials 4.1.1 at this location:
http://www.cisco.com/en/US/products/sw/cscowork/ps2073/products_user_guide_list.html
Discrepancy
This table contains the network inconsistencies, anomalies or misconfiguration in the physical and logical layout in the discovered network. This makes it easy to identify configuration errors such as link-speed mismatches on either end of a connection.
Field Name
|
Description
|
Acknowledge
|
Displays the acknowledge status of the discrepancy. If you acknowledge a discrepancy, it is not displayed in the Discrepancy Report, the next time you generate the report.
You can acknowledge the status using Campus Manager. See the User Guide for Campus Manager 5.0.2 for more details:
http://www.cisco.com/en/US/products/sw/cscowork/ps563/products_user_guide_list.html
|
Type
|
Brief description of the discrepancy is displayed here.
|
Severity
|
Severity level of the discrepancy is listed here. Discrepancies are categorized according to their severity as medium, and high.
|
Summary
|
IP addresses of the devices that are affected by the discrepancy. Click the hyper link to view more details on the discrepancy.
See the User Guide for Campus Manager 5.0.2 for more details:
http://www.cisco.com/en/US/products/sw/cscowork/ps563/products_user_guide_list.html
|
First Found
|
Date and time when Campus Manager first discovered the discrepancy.
|
Remarks
|
If a fix has been attempted on the discrepancy, it is shown here.
|
To know more about device discrepancies, see the User Guide for Campus Manager 5.0.2 at this location:
http://www.cisco.com/en/US/products/sw/cscowork/ps563/products_user_guide_list.html
Links to Tools and More Device Information
You can launch the following windows:
Link Name
|
Description
|
View current config
|
Opens a window that displays the current running configuration of the selected device.
|
View current inventory
|
Opens a window that displays the current inventory collection status of your network.
|
SNMP Walk
|
Allows you to trace the MIB tree of a device starting from a given OID for troubleshooting, or gathering information about the selected device.
|
Packet Capture
|
Captures live data from the CiscoWorks machine to aid in troubleshooting.
|
Edit Device Credentials
|
Allows you to edit the default credential information for the device. You can edit device information in the Device and Credential Repository.
|
Telnet
|
Opens a Telnet session of the selected device.
|
Device Center
|
Opens the Device Center page for the device. You can view the summary and reports for the selected device.
You can perform device-centric activities, such as changing device attributes, updating inventory and Telnet. The activities you can perform depend on the applications that are installed on the CiscoWorks Server.
|
SNMP Set
|
Sets SNMP object or multiple objects on a device for controlling the device.
|
Generating End Host/IP Phone Down Report
You can locate and track the End Hosts/IP phone in your network, thus providing you the information required to troubleshoot as well as analyze the connectivity issues.
•
You must install Campus Manager to generate the End Host/IP Phone Down report.
To generate End Host /IP Phone Down report:
Note View Permission Report (Common Services > Server > Reports) to check if you have the required privileges to perform this task.
Step 1 Select CiscoWorks Assistant > Workflows > End Host/IP Phone Down.
The End Host/IP Phone window appears.
Step 2 Enter the following details:
Field Name
|
Description
|
Device Type
|
Select the device type, End Host or IP Phone.
|
Input Type
|
Select the input type.
•If you have selected End Host as Device Type, you can either select one of the following as the Input Type:
–IP Address—IP address of host.
–Host Name—Name of host.
–MAC Address—Media Access Control (MAC) address of network interface card in end-user node
For Ethernet topology the MAC address appears in the format, xx-xx-xx-xx-xx-xx.
For Token Ring topology the MAC address appears in the format, xx:xx:xx:xx:xx:xx.
–User Name—Discovered username or the username that you have entered
•If you have selected IP Phone as Device Type, you can select either of the following as the Input Type:
–IP Address—IP address of phone.
–Phone Number—Phone number.
|
Based on your Input Type following will be displayed for End Host:
•IP Address
•Host Name
•MAC Address
•User Name
Based on your Input Type following will be displayed for IP Phone:
•IP Address
•Phone Number
|
Enter the required information.
|
Rediscover
|
Select this option if you want to get the latest information from the device. The rediscover is performed only for the selected device.
If this option is not selected, the End Host/IP Phone details are obtained from the existing Campus Manager database.
|
Switch Check
|
Select this option if you want to check the reachability connection of the Switch/Cisco Call Manager (CCM) to which the End Host/IP Phone is connected.
CiscoWorks Assistant also checks the port status of the End Host/IP Phone. If the device is not reachable then it automatically triggers the Device Troubleshooting workflow.
|
Notify me on Workflow Completion
|
If you enable this option, you will receive a status report on the End Host/IP Phone Down report. Click on the link in the e-mail to view a detailed report. This will not be available after the data has been purged.
For example: The e-mail will contain:
Hi,
Workflow Name: End Host / IP Phone Down
LMS user: admin
Execution started at: 04/25/2007 06:53:11 PM (GMT)
Status: Workflow successfully completed
User Input Details:
Type : End Host
IP Address : 12.37.209.22
Step Details
Resolve Campus Manager : Device Registered with Campus Manager
Rediscover : Could not Discover
Resolve Campus Manager : Last Seen after acquisition is same
Complete Report can be viewed at :
http://abcd:1741/cwa/wfReport.do?wfsessionid=xyz1230
Note: This report is not available once purge operation is done.
Regards,
CiscoWorks Assistant.
|
E-mail ID
|
This field is enabled only if you have selected the Notify me on Workflow Completion field.
Enter an E-mail ID. You cannot enter multiple e-mail IDs.
For example:
•john@abc.com
•john_smith@abc.co.in
|
Step 3 Click Run.
The End Host/IP Phone report appears in a new window. See Understanding the End Host Down Report and Understanding the IP Phone Down Report.
The report generation may take sometime. You can click Exit to return to the CiscoWorks Assistant home page.
Understanding the End Host Down Report
The algorithm used while generating the End Host Down reports is:
1. CiscoWorks Assistant finds if Campus Manager Server has discovered the selected End Host.
2. If the selected device is not managed by any Campus Manager , the report generation will stop without performing the further steps.
3. If you want to run Discovery again, select Rediscover. Campus Manager rediscovers the End Host and IP phones in the network.
4. If you have selected the Switch Check option, then CiscoWorks Assistant will check the reachability status for the selected device to which the End Host is connected.
It also checks the status of the port to which the End Host is connected to. If the device is not reachable then it automatically triggers the Device Troubleshooting workflow.
The End Host Down report displays the following information:
•End Host Details
•Resolve Campus Manager
•Status Information for the Port
•Rediscover
End Host Details
This table contains the following details:
Field
|
Description
|
IP Address
|
IP Address of the End Host.
|
Host Name
|
Host name of the End Host
|
MAC Address
|
MAC address of the End Host
|
User Name
|
Name of the user for the particular host.
|
Resolve Campus Manager
This table contains information about the Campus Manager that manages the selected device.
Field
|
Description
|
IP Address
|
IP Address of Campus Manager server.
|
MAC Address
|
Media Access Control (MAC) address of network interface card in end-user node.
For Ethernet topology the MAC address appears in the format, xx-xx-xx-xx-xx-xx.
For Token Ring topology the MAC address appears in the format, xx:xx:xx:xx:xx:xx.
|
Host Name
|
Host name of the End Host
|
Switch Name
|
Name of the Switch
|
Switch IP Address
|
Address of the IP Switch.
|
Port Number
|
Port number to which the End Host is connected.
|
Last Seen
|
Date and time when User Tracking last found an entry for this user or host in a switch. Last Seen is displayed in the format dd mm yyyy hh:mm:ss.
|
End Host Ping Status
|
Displays the status whether the status is a success or failure.
|
Understanding the IP Phone Down Report
The algorithm used while generating the IP Phone Down reports is:
1. CiscoWorks Assistant finds which Campus Manager manages this IP Phone by contacting all of the Campus Manager servers.
2. If IP Phone is not managed by any Campus Manager servers, the report generation will stop without performing any further steps.
3. If you have selected the Rediscover option, then CiscoWorks Assistant checks the reachability of the Cisco Call Manager (CCM) server to which the IP Phone is connected.
4. CiscoWorks Assistant also checks the connection status between the CCM Server and the IP Phone. If it is not connected properly the report generation will stop without performing any further steps.
5. If you have selected the Switch Check option, CiscoWorks Assistant checks for the reachability status for the device to which the IP Phone is connected.
CiscoWorks Assistant also checks the port status of the IP Phone to find the cause for the IP Phone down.
The IP Phone Down report displays the following information:
•IP Phone Details
•Resolve Campus Manager
•Reachability Information for the CCM Server
•Connection status of IP Phone and CCM Server
•Status Information for the Port
•Rediscover
IP Phone Details
This table contains the following details:
Field
|
Description
|
Phone Number
|
Phone Number of the IP Phone.
This is displayed only if you have selected Phone Number as the Input Type while generating the IP Phone report.
|
IP Address
|
IP Address of the IP Phone.
|
Resolve Campus Manager
This table contains information about the Campus Manager to which the device is managed.
Field
|
Description
|
Phone Number
|
Phone Number of the IP Phone.
This is displayed only if you have selected Phone Number as the Input Type while generating the IP Phone report.
|
IP Address
|
IP Address of the IP Phone.
|
Campus Manager
|
IP Address of Campus Manager server.
|
MAC Address
|
Media Access Control (MAC) address of network interface card in end-user node.
For Ethernet topology the MAC address appears in the format, xx-xx-xx-xx-xx-xx.
For Token Ring topology the MAC address appears in the format, xx:xx:xx:xx:xx:xx.
|
Cisco Call Manager server
|
IP address of the Cisco CallManager.
|
Switch Name
|
Name of the Switch.
|
Switch IP Address
|
IP Address of the Switch.
|
Port Number
|
Port number to which the End Host is connected.
|
Last Seen
|
Date and time when User Tracking last found an entry for this user or host in a switch. Last Seen is displayed in the format dd mm yyyy hh:mm:ss.
|
IP Ping Status
|
Displays the reachability status of the IP Phone.
|
Reachability Information for the CCM Server
You can view the reachability status of the CCM server. This is determined using the Ping protocol.
Connection status of IP Phone and CCM Server
You can view the connection status of the CCM server and the IP Phone.
Status Information for the Port
The status information for the port is displayed only if you have selected the Switch Check option while generating the End Host/IP Phone Down report. If you selected the Switch Check option, you can also verify the device connectivity status.
If you have selected the Switch Check option, the following tables are displayed:
•Reachability Check for the Switch
Reachability Check for the Switch
This table contains the device reachability information to which the End Host/IP Phone is connected.
Field
|
Description
|
Ping
|
Displays the ping status of the selected device.
Checks whether the device is reachable. A ping tests an ICMP echo message and its reply.
|
HTTP
|
Displays the ping status of the selected device.
Sends an HTTP request to the HTTP port 80 of the destination device.
|
SNMP
|
Displays the SNMP status (service test, port 161) of the selected device.
Sends an snmp get request to the destination device for an SNMP read test (SNMPR).
It also sends an snmp set request to the device to test SNMP write (SNMPW). This protocol is supported for the versions of v1, v2, and, v3.
|
Telnet
|
Displays the Telnet status (service test, port 23) of the selected device.
Checks whether Telnet is enabled on the device and if the destination device responds to a Telnet request. It does not verify that the Telnet password in the database works.
|
SSH
|
Displays the SSH status (service test, port 22) of the selected device.
Checks whether SSH is enabled on the device. If the destination device responds to SSH requests, this also tests whether CiscoWorks Server can make SSH requests to that device. It does not verify the password in the database.
|
Check Status of the Port
You can view the following status of the device port:
•Reclaim Unused Up and Reclaim Unused Down Ports—Campus Manager queries ports that are administratively down and ports that were previously connected to an endhost but are unconnected atleast for a period of one day.
Campus Manager also queries ports that are administratively up and ports that were previously connected to an endhost but are unconnected atleast for a period of one day. Reclaim Unused Up and Reclaim Unused Down reports provide information on ports that were previously connected to an endhost, but are unconnected now.
•Report on Recently Down Ports—Campus Manager generates report for the ports, which were earlier connected to a device or end host, but are not connected when the last User Tracking Acquisition was completed.
For more information on Switch Port, see the User Guide for Campus Manager:
http://www.cisco.com/en/US/products/sw/cscowork/ps563/products_user_guide_list.html
Rediscover
You can view the rediscovery information of the End Host/IP Phone. This information is available only if you have selected the Rediscover option while generating the End Host/IP Phone Down report.
Using Device Selector in Troubleshooting Workflows
The Device Selector allows you to search for the devices in Device and Credential Repository (DCR). It helps you to locate the devices and perform the device management tasks quickly. With this device selector, you need not remember the device type or application group hierarchy to locate the devices.
The devices are categorized under the Device Type based groups, User Defined groups, Subnet Based groups, Application Specific groups or under All Groups.
The CiscoWorks Assistant uses the Common Services device selector.
See the Configuring Device Selector section in the Managing Device and Credentials chapter of the User Guide for CiscoWorks Common Services 3.1 for information on using Device Selector:
http://www.cisco.com/en/US/products/sw/cscowork/ps3996/products_user_guide_list.html
You can also access this information from Common Services online help. From CiscoWorks help, go to CiscoWorks Common Services > Common Services > Managing Device and Credentials > Configuring Device Selectors.
