Table Of Contents

Troubleshooting QPM Installation

Troubleshooting Problems During Installation

Troubleshooting Problems Starting Common Services

Troubleshooting Problems Starting QPM

Obtaining Information for Troubleshooting and Cisco Technical Support

Obtaining System Status Information for Troubleshooting

Obtaining Debug Information for Cisco Technical Support

Troubleshooting QPM Installation

---

The following topics can help you troubleshoot problems you might encounter while installing QPM, or starting QPM:

•Troubleshooting Problems During Installation

•Troubleshooting Problems Starting Common Services

•Troubleshooting Problems Starting QPM

•Obtaining System Status Information for Troubleshooting

Troubleshooting Problems During Installation

Table A-1 describes the error messages, their probable reasons, and the action to be taken by the user to resolve each problem.

Table A-1 Installation Error Messages

Message	Reason for Message	User Action
License Validation Failed Or No Valid License Found	The license file you selected during installation is not valid.	Quit the current installation, and reinstall with proper license file.
Evaluation license expired.	The QPM 4.1 Evaluation License expired.	Apply the new license in QPM through the Administration > License > Install License option
Getting License Device Limit Failed	The license file you selected during installation is not valid.	Quit the current installation, and reinstall QPM 4.1.

Troubleshooting Problems Starting Common Services

Common Services might not start for any of the following reasons:

•Terminal Services is Enabled

•Port Conflict

Terminal Services is Enabled

Problem—If Terminal Services is enabled on Windows Advanced Server, Common Services will not work.

If you installed Common Services on a Windows Advanced Server where Terminal Services was enabled, and then disabled before you uninstalled Common Services, Common Services might still not work.

Recommended Action—Do not enable Terminal Services on a Windows Advanced Server before or after installation of Common Services.

Port Conflict

Problem—You cannot start Common Services because port 1741, which is used by Common Services, is in use by another application.

Recommended Action—Try the following:

•Restart the QPM server.

•To run CiscoWorks, enter http://QPMinstall:1741, where QPMinstall is the name or IP address of the QPM server.

If ports are still in use, open the JbossStdout.log file and look for the error: java.rmi.server.ExportException:Port already in use:port-number

Check whether the listed port is in use by another application. If so, stop the other application or change the port it is using.

Troubleshooting Problems Starting QPM

QPM might not start for any of the following reasons:

•QPM Server Does Not Meet System Requirements

•Incorrect User Permissions

•Changed Database Password

•Unknown Cause

QPM Server Does Not Meet System Requirements

Problem—QPM startup and performance might be slow, or QPM might not work at all.

Recommended Action—Install QPM on a server that meets system requirements.

Incorrect User Permissions

Problem—Many buttons in the user interface are grayed out because you might not have the correct user permissions to perform those tasks.

Recommended Action—Verify your user permissions in the CiscoWorks desktop (Server > Security), or in ACS. This depends on the method you use for user authentication.

For more information about working with ACS user permissions, see Working with ACS Device Groups and User Permissions, page 3-8.

You might also encounter display problems if the browser version on the client system does not meet the client system requirements.

Changed Database Password

Problem—If you change the QPM database password in CiscoWorks Common Services, and then try to start QPM without restarting the QPM server, the connection to the database is lost.

Recommended Action—After changing the QPM database password, restart the QPM server.

Unknown Cause

Problem—You are not able to launch QPM for any reasons other than those mentioned above

Recommended Action—Restart the QPM server.

Obtaining Information for Troubleshooting and Cisco Technical Support

The following topics describe how to obtain information for troubleshooting and Cisco Technical Support:

•Obtaining System Status Information for Troubleshooting

•Obtaining Debug Information for Cisco Technical Support

Obtaining System Status Information for Troubleshooting

To send the diagnostics results to a TAC representative, you can run the MDCSupport utility. This utility collects configuration and system information in a zip file, called MDCSupportInformation.zip.

The MDCSupportInformation file includes any problems that occurred during the installation or while running QPM. You can send this file to the Cisco Technical Assistance Center (TAC) support staff to assist in diagnosing the problems.

To send the diagnostics results to a TAC representative:

---

Step 1 From the CS-install-directory\CSCOpx\MDC\bin directory (where CS-install-directory is the directory in which you installed CS), enter MDCSupport.exe and press Enter.

A zip file named MDCSupportInformation.zip is created under CS-install-directory\CSCOpx\MDC\etc.

Step 2 Send this file to the TAC representative as an Email.

---

Obtaining Debug Information for Cisco Technical Support

If Cisco Technical Support requests that you gather additional debug information in the trace files, you can set the QPM logger mode to collect the information.

Collecting debug information reduces the performance of your server, and the collected data can only be interpreted by the Cisco Engineering Team.

Owing to this, do not collect debug information unless requested.

After you have collected the information, reset the logging mode to only collect informational messages.

To collect the debug information:

---

Step 1 From the CS-install-directory\CSCOpx\MDC\qpm\bin directory (where CS-install-directory is the directory in which you installed CS), enter this command to begin collecting debug information:

setqpmloggermode -debug

Wait for five minutes before proceeding to the next step. This is to allow time for the system to prepare for collecting debug messages.

Step 2 Repeat the activities you were doing in QPM that led to the problems you encountered.

Step 3 When sufficient debug information has been collected under CSCOpx\MDC\log\, compress the log folder (to .zip or .tar), and email it to your Cisco Technical Support representative.

Step 4 Enter the following command to reset the logging mode so that only informational messages are collected (the default behavior):

setqpmloggermode -info

---