User Guide for CiscoWorks Assistant 1.1 (with LMS 3.1)
Chapter 4 Troubleshooting Your Network Using CiscoWorks Assistant
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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

Selecting an End Host From the End Hosts List

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 setup and display reports.

For Device Troubleshooting workflow and End Host/IP Phone down workflow to work in a Multi-server setup, you should 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

•Selecting an End Host From the End Hosts List

•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

•Check Device Attributes (CDA) information

•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

•Device Credential Verification 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.

SNMPv1/v2c Read

Displays the status of SNMPv1/v2c Read Community string (service test, port 161) of the selected device.

Sends an snmp get request to the destination device for an SNMP read test (SNMPR).

SNMPv1/v2c Write

Displays the status of SNMPv1/v2c Write Community string (service test, port 161) of the selected device.

Sends an snmp set request to the device to test SNMP write (SNMPW).

SNMPv3 Read

Displays the status of SNMPv3 Read credentials (service test, port 161) of the selected device.

Sends an snmp get request to the destination device for an SNMP read test (SNMPR).

SNMPv3 Write

Displays the status of SNMPv3 Write credentials (service test, port 161) of the selected device.

Sends an snmp set request to the device to test SNMP write (SNMPW).

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.

SSHv1

Displays the SSHv1 credentials 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.

SSHv2

Displays the SSHv2 credentials 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.


Note SNMPv3 and SSH details will be displayed only if they are enabled and configured for the device.

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 4.2 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 5.1 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 3.1 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 4.2 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 4.2 at this location:

http://www.cisco.com/en/US/products/sw/cscowork/ps2073/products_user_guide_list.html

Device Credential Verification Report

This table contains the device names and credential status for each device. This helps you to ensure that your Device and Credential Repository credentials match your actual device credentials.

This table also lists the devices for which the report is not available.

Field
Description

Device Name

Name of the device for which the credential status is verified.

Read Community

SNMP version 2 read community string.

Read community string is verified in RME by performing a read operation on the device through the SNMP transport library and checking the result.

Read Write Community

SNMP version 2 write community string.

Read write community string is verified in RME by performing snmpget operation on syslocation variable and snmpset with the value returned by the snmpget operation.

SNMPv3

SNMP version 3 username and password.

SNMPv3 credentials is verified in RME by operating on the device through the SNMP transport library.

Telnet

Telnet username and password.

Telnet username and password are verified in RME by trying to log into the device using the Telnet transport library. It also verifies whether the attempt is successful.

Enable by Telnet

Telnet username and password in enable mode.

Enable mode password is verified in RME while trying to establish connection using Telnet and entering the enable mode. It also verifies whether the attempt is successful.

SSH

SSH username and password.

SSH username and password are verified in RME by trying to log into the device using the SSH transport library. It also verifies whether the attempt is successful.

Enable by SSH

SSH username and password in enable mode.

Enable mode password is verified in RME while trying to establish connection using SSH and entering the enable mode. It also verifies whether the attempt is successful.


You can check the following device credentials:

The Credential Verification status for all the above fields could be any one of the following:

•OK— Denotes that the device credentials data in the Device and Credential Repository matches the physical device credentials of the selected device.

•No authentication configured—Device was not configured with authentication mechanism (Telnet/Local Username/TACACS).

•Incorrect—Denotes that the device credentials verification is completed but the device is unreachable or offline or one of the interfaces on the devices is down.

•Wrong Credentials—Denotes that the device credentials data in Device and Credential Repository are wrong.

•Did Not Try—Denotes that the device credentials is not performed either because the credentials do not exist or the enable login mode failed.

•Failed to Connect—Denotes that the connection to device failed because of its non-responding state.

•Not Supported—Denotes the specific credentials are not supported on the device. This could be because of protocol mismatch.

•No Value to Test—Check for device credentials is not performed because device credentials data is not entered.

•Credentials Not Verified—Specific credentials were not verified because they were not selected for verification

Device Troubleshooting Workflow displays the details of last Device Credential Verification job.

If there are no CDA job details available on the CiscoWorks server, you can start an immediate CDA job.

You can use the Run Now link to open the Check Device Credentials page. You can set your options in the Check Device Credentials page and start an immediate CDA job.

To know more about Device Credential Verification report, see the User Guide for Resource Manager Essentials 4.2 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 5.1 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 5.1 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 5.1 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.

Selecting an End Host From the End Hosts List

The End Host/IP Phone Down report is generated for only one end host at a time.

During the End Host/IP Phone Down report generation, when there are more than one end hosts available for a specified input type (IP Address, Host Name, MAC Address, or User Name) value, the Multiple End Hosts page appears instead of the End Host/IP Phone Down report.

The Multiple End Hosts page displays a list of all end hosts that match the specified input type. You must select an end host from the list of duplicate end hosts to generate the End Host/IP Phone Down report. By default, the first end host in the list is selected for report generation.

To select an end host for generating End Host/IP Phone Down report:

Step 1 Select CiscoWorks Assistant > Workflows > End Host/IP Phone Down.

The End Host/IP Phone window appears.

Step 2 Enter the required details as explained in Generating End Host/IP Phone Down Report.

Step 3 Click Run.

The Multiple End Hosts page appears with the following details if there are multiple end hosts for a specified input type (IP Address, MAC Address, Host Name, or User Name) value:

Input Type
Multiple End Hosts Page displays ...

IP Address

•MAC Address of end hosts corresponding to the specified IP Address.

Or

•Host Name of the end hosts corresponding to the specified IP Address, if there are any duplicate values or no value for MAC Address.

Host Name

•IP Address of end hosts corresponding to the specified Host Name.

Or

•MAC Address of the end hosts corresponding to the specified Host Name, if there are any duplicate values or no value for IP Address.

MAC Address

•IP Address of end hosts corresponding to the specified MAC Address.

Or

•Host Name of the end hosts corresponding to the specified MAC Address, if there are any duplicate values or no value for IP Address.

User Name

•IP Address of end hosts corresponding to the specified User Name.

Or

•MAC Address of the end hosts corresponding to the specified User Name, if there are any duplicate values or no value for IP Address.

Or

•Host Name of the end hosts corresponding to the specified User Name, if there are any duplicate values or no value for MAC Address.


If there any duplicate values or no value for IP Address, MAC Address, and Host Name, an error message appears instead of the Multiple End Hosts page

See Examples to understand the details of end hosts displayed on the Multiple End Hosts page.

Step 4 Select an end host from the list displayed.

Step 5 Click OK to go to the End Host/IP Phone window.

The selected end host is displayed on the Input Type field in the End Host/IP Phone window.

Otherwise, click Cancel in the Multiple End Hosts page to go to the End Host/IP Phone window to enter a new value.

Step 6 Click Run to generate the End Host/IP Phone Down report with the selected end host value.

See Understanding the End Host Down Report for report details.

Examples

This section contains the following examples:

Example 1

Consider your network has four end hosts configured with the following details:

S. No.
IP Address
MAC Address
Host Name
User Name

1

10.77.209.254

00-1a-6c-e6-46-30

endhost1

endhost

2

10.77.208.97

00-07-ec-b9-18-54

endhost2

endhost

3

10.77.209.23

00-04-23-22-d3-78

endhost3

endhost

4

10.77.208.83

00-07-ec-b9-18-54

endhost4

testdevice


When you specify the Input Type as User Name and the value of the User Name as endhost, the Multiple End Hosts page displays the IP Address of end hosts:

•10.77.209.254

•10.77.208.97

•10.77.209.23

You must select a IP Address from the displayed list to generate the End Host/IP Phone Down report.

Example 2

Consider your network has four end hosts configured with the following details:

S. No.
IP Address
MAC Address
Host Name
User Name

1

10.77.209.254

00-1a-6c-e6-46-30

endhost1

endhost

2

10.77.208.97

00-07-ec-b9-18-54

endhost2

endhost

3

10.77.209.254

00-04-23-22-d3-78

endhost3

endhost

4

10.77.208.83

00-07-ec-b9-18-54

endhost4

testdevice


When you specify the Input Type as User Name and the value of the User Name as endhost, the Multiple End Hosts page displays the MAC Address of end hosts:

•00-1a-6c-e6-46-30

•00-07-ec-b9-18-54

•00-04-23-22-d3-78

The IP Address of the end hosts will not be displayed in the Multiple End Hosts page because there are duplicate values in IP Address.

You must select a MAC Address from the displayed list to generate the End Host/IP Phone Down report.

Example 3

Consider your network has four end hosts configured with the following details:

S. No.
IP Address
MAC Address
Host Name
User Name

1

10.77.209.254

00-1a-6c-e6-46-30

endhost1

endhost

2

10.77.208.97

00-07-ec-b9-18-54

endhost2

endhost

3

10.77.209.254

00-04-23-22-d3-78

endhost3

endhost

4

10.77.208.83

00-07-ec-b9-18-54

endhost4

endhost


When you specify the Input Type as User Name and the value of the User Name as endhost, the Multiple End Hosts page displays the Host Name of end hosts:

•endhost1

•endhost2

•endhost3

•endhost4

The IP Address or MAC Address of the end hosts will not be displayed in the Multiple End Hosts page because there are duplicate values.

You must select a Host Name from the list to generate the End Host/IP Phone Down report.

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 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 Call Manager.

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 Reachability Check for the Switch table is displayed.

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.

SNMPv1/v2c Read

Displays the status of SNMPv1/v2c Read Community string (service test, port 161) of the selected device.

Sends an snmp get request to the destination device for an SNMP read test (SNMPR).

SNMPv1/v2c Write

Displays the status of SNMPv1/v2c Write Community string (service test, port 161) of the selected device.

Sends an snmp set request to the device to test SNMP write (SNMPW).

SNMPv3 Read

Displays the status of SNMPv3 Read credentials (service test, port 161) of the selected device.

Sends an snmp get request to the destination device for an SNMP read test (SNMPR).

SNMPv3 Write

Displays the status of SNMPv3 Write credentials (service test, port 161) of the selected device.

Sends an snmp set request to the device to test SNMP write (SNMPW).

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.

SSHv1

Displays the SSHv1 credentials 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.

SSHv2

Displays the SSHv2 credentials 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 Device Fault Manager 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 Selector.