Table Of Contents
Troubleshooting the Installation
Checking Processes After Installation
Viewing and Changing Process Status
Calling the Technical Assistance Center (TAC)
Understanding Installation Messages
Setting Up the Browser
Frequently Asked Questions
Troubleshooting the Installation
This appendix provides troubleshooting information for CiscoWorks SNMS installation. It contains:
•
Checking Processes After Installation
•Viewing and Changing Process Status
•Calling the Technical Assistance Center (TAC)
•Understanding Installation Messages
•Setting Up the Browser
•Frequently Asked Questions
Checking Processes After Installation
You can run a self test or view process failures from the CiscoWorks SNMS Server:
•To run a self test, select Admin > Server Configuration > Diagnostics > Self Test from the CiscoWorks Desktop.
•To view process failures, select Admin > Server Configuration > Diagnostics > Process Failures from the CiscoWorks Desktop.
Viewing and Changing Process Status
Any CiscoWorks SNMS user can view the status of any process by selecting Admin > Server Configuration > Process Management > Process Status from the CiscoWorks Desktop.
Only users with administrative privileges can start and stop processes, both from the CiscoWorks Desktop and from the CLI.
To stop processes from the CiscoWorks Desktop:
Step 1 Select Admin > Server Configuration > Process Management > Stop Process.
The Stop Process dialog box appears.
Step 2 From the dialog box, select System, to stop all processes, or select only the processes that you want to stop.
If you select specific processes, the process dependencies will also be stopped. If you select System, all processes except WebServer and JRunProxy Server will be stopped.
To start processes from the CiscoWorks Desktop:
Step 1 Select Admin > Server Configuration > Process Management > Start Process.
The Start Process dialog box appears.
Step 2 From the dialog box, select System, to start all processes, or select only the processes that you want to stop.
If you select specific processes, the process dependencies will not be started automatically.
To stop all processes from the CLI:
Select Run from the Start menu and enter, net stop crmdmgtd
To start all processes from the server:
Select Run from the Start menu and enter, net start crmdmgtd
Calling the Technical Assistance Center (TAC)
If you had problems while installing CiscoWorks SNMS, before calling TAC:
•Make sure the system hardware and software requirements are met.
•Make sure the disk space is not full.
•Make sure the CD ROM drive is not defective: mount the CD ROM remotely on a different machine and retry installing CiscoWorks SNMS.
If the above conditions are met, and you still have problems, contact the Technical Assistance Center (TAC). See the "Obtaining Documentation" section on page -xvi for more information.
TAC representatives may ask you to send them the installation log file,
system drive:\Ciscoworks_setup001.log file (or the log file with the highest number, for example, Ciscoworks_setup003.log).
Tip Create a report and email the generated report to TAC.
From the CiscoWorks SNMS Server navigation tree, select Admin > Server Configuration > Diagnostics > Collect Server Info.
Understanding Installation Messages
Table A-1 shows messages that might occur during installation and describes the reasons for the errors.
Table A-1 Installation Messages
Message
|
Reason for Message
|
User Action
|
CiscoWorks Common Services installation cannot proceed because you are not logged in as an administrator.
|
You are not logged in to Windows with administrator privileges.
|
Log in to Windows with local administrator privileges and try installing again.
|
Decompression failed on file. The error was for error code per CompressGet.
|
When you downloaded CiscoWorks SNMS, a transmission error occurred or the installation medium is damaged.
|
Retry the download. If you still have errors, contact your technical support representative.
|
General file transmission error. Please check your target location and try again. Error number: error code.
|
When you downloaded CiscoWorks SNMS, a transmission error might have occurred.
|
Retry the download. If you still have errors, contact your technical support representative.
|
Severe: Cannot run the dependency handler.
|
When you downloaded CiscoWorks SNMS, a transmission error might have occurred.
The directory structure of installation is not maintained. This can happen if you download the zip file, then extract the contents to install from it.
|
Retry the download.
|
Unable to write infoFile or Unable to create infoFile.
|
A file-write operation failed.
|
1. Run the file system checking utility, then repeat the installation.
2. Verify that you have write permission to the destination directory and windows TEMP directory
3. Repeat the installation.
The environment variable %TEMP% provides the location on TEMP directory.
|
Cannot stop service servicename.
|
The installation (or reinstallation) tried to stop the service servicename unsuccessfully.
|
1. Select Control Panel > Services and stop service servicename manually
2. Proceed with (un)installing.
|
UseDLL failed for dll.
|
dll is supposed to be available at any time for any process, but Windows failed to load it.
|
•Check permissions on the system32 directory under %WINDIR%.
If the dll is secure.dll or r_inst.dll, check product installation media for errors.
or
•Reinstall Windows.
|
function failed: DLL function not found.
|
dll is supposed to be available at any time for any process, but Windows failed to load it.
|
•Check permissions on system32 directory under %WINDIR%. If dll is secure.dll or r_inst.dll, check product installation media for errors.
or
•Reinstall Windows.
|
File failed: pathname.
|
A file open operation failed.
|
1. Run the file system checking utility, then repeat the installation.
2. Verify whether you have the read permission on pathname
3. Repeat the installation.
|
ProtectFile failed: file: error. WWW admin security may be incomplete.
|
Setting file permissions failed because you may not be allowed to change them.
|
Log in as administrator.
If you are installing on a FAT file system, CiscoWorks SNMS cannot provide file security.
|
Launch of isql script failed.
|
The existing database file is broken, or the previous version of CiscoWorks SNMS is destroyed. (This problem may occur during reinstallation.)
|
Contact your technical support representative.
|
The product should not be installed in a root directory.
|
You tried to install the product in a directory of a drive (for example, c:\ or d:\) that is not supported.
|
Choose a directory other than the root directory to install the product.
|
The product should not be installed in a remote directory.
|
You tried to install the product in a directory of a drive that is remotely mounted or using the UNC pathname.
|
Choose a directory on a local hard-drive.
|
The selected directory is not empty. Mixing new and existing files can cause severe problems during installation.
|
You tried to install in a directory that contains some files.
|
Remove all files from directory or choose another directory to install the product.
|
The installer requires temporary workspace. You have less than 8 MB of free space on drive. Please free up some space and try again.
|
There is not enough drive space for temporary installation files.
|
Make more drive space available (%TEMP%), then rerun installation.
|
We recommend that you run the installation from a local CD or a local hard drive to avoid errors that may result from the network being slow or busy.
Do you want to proceed?
Click Yes to proceed with this installation.
Click No to exit installation.
|
You are installing the product from a copy of the CD or from the CD drive of another system in the network through Network Neighborhood.CiscoWorks
|
1. Map the drive locally using the net use command or Tools > Map Network Drive in Explorer.
2. Run the installation from the local mapping.
|
The installation image is being accessed as \\servername\sharename. Installation can run only from a local or mapped drive.
We recommend that you run the installation from a local CD or a local hard drive to avoid errors that may result from the network being slow or busy.
Click OK to exit installation.
|
You are installing the product from another system in the network through Network Neighborhood.
|
1. Either
–Copy the installable to a local drive or use local CD drive.
or
–Map the drive locally using the net use command or Tools > Map Network Drive in Explorer.
2. Run the installation from the local mapping.
|
The default (or selected) drive drive has a(n) file-system-type file system. This file system does not support file security. The cluster size is cluster size bytes, therefore disk space requirements can be high.
•Choose another directory to install CiscoWorks SNMS
•Use default or selected directory to install CiscoWorks SNMS
|
You are trying to install onto a drive with a non-NTFS (FAT or FAT32) file system. The file system may not support security. The cluster size may be bigger than 4096 bytes.
|
Click to choose the directory in which you want to install CiscoWorks SNMS.
|
Setup has detected that unInstallShield is in use. Close unInstallShield and restart setup. Error 432.
|
You do not have permission to write to the %WINDIR% directory.
|
Verify that you have appropriate permissions to write to %WINDIR%. Installation or uninstallation has to be done by a member of local Administrators group.
|
The product can be installed only in a folder that does not have spaces or can be converted into 8.3 form. Choose another destination folder.
|
The destination directory contains spaces in the directory name and the directory name cannot be converted to a MS-DOS format.
|
1. Install the product in a directory whose fully qualified pathname does not contain any spaces or has MS-DOS name aliases.
2. Check the presence of MS-DOS aliases, using dir /x command in a command-line window.
|
Cannot determine the local Administrators group.
|
The installation program cannot find one of the built-in Windows user groups. This prohibits CiscoWorks SNMS security setup.
|
1. Check the Operating System.
Reinstall Windows, if necessary
2. Rerun CiscoWorks SNMS installation.
|
Cannot determine the local Everyone group.
|
The installation program cannot find one of the built-in Windows user groups. This prohibits the setup of CiscoWorks SNMS security.
|
1. Check the Operating System.
Reinstall Windows, if necessary
2. Rerun CiscoWorks SNMS installation.
|
Installation cannot create the default directory, directory name. You may not have permissions on the default directory or you have specified a read-only device.
|
You may not have permissions on the directory.
|
Choose another destination directory.
|
Failed to set file permissions.
|
The installation program is unable to set file permissions. Most likely causes are:
•The account you used to log in to the system has insufficient permissions.
•The drive on which you are installing product has a FAT file system.
|
Fix problem, then rerun installation program.
|
task_name is already running! Wait for it to finish and press the OK button.
|
One installation subtask is still running.
|
Wait for installation subtask to finish running, then click OK to proceed.
|
Unable to create/open log file.
|
The installation program was unable to create or open installation log file ciscoworks_setupxxx.log. xxx is a sequential number starting from 001 (in root directory on system drive).
|
Common causes are lack of disk space or write protection on file.
1. Determine why the file could not be created or opened and fix problem
2. Rerun installation.
|
Error creating / modifying casuser - name. Click Yes if you want to try again, click No if you want the Install to abort.
|
This error may occur if the passwords that you entered do not match the policies set by System Administrators.
It can also occur if the user running the installation does not have permission to create a new user on the system.
|
If you are not authorized to create users on the system, please contact your System Administrator.
If you are authorized to create users on the system and are still seeing this error:
1. Click Yes
A dialog box appears
2. Re-enter the passwords.
3. Take corrective action to the problem as suggested by the error message.
|
ODBC Driver Manager 3.510 or later is required by CiscoWorks Common Services. Please install ODBC 3.510 first.
|
CiscoWorks SNMS software requires ODBC Driver Manager version 3.510 or later.
|
1. Install Microsoft Data Access Component (MDAC) 2.1 or higher.
2. Make sure that all ODBC Core Components have the same version number.
3. See the Microsoft web site for installation instructions.
ODBC is not available from Microsoft as a stand-alone installation but is packaged along with MDAC.
|
DNS check of system name failed for one of the following reasons:
•Your DNS is not working.
•Your DNS is slow.
•The host name of this server is not in DNS
You may proceed with installation. However, you must correct DNS before running the product.
|
Your DNS is not working as expected.
|
Correct the DNS problem, then continue the installation.
|
These files are currently being used by another running process. You must stop all processes listed below to proceed successfully with this installation.
Click Next to proceed with the installation.
Click Cancel to exit.
|
Some of the executables and DLLs installed by CiscoWorks SNMS are locked.
|
1. Stop all applications.
a. Close all browsers
b. Make sure the CiscoWorks SNMS CLIs are not being used at the moment.
2. After stopping all the applications, proceed with the installation.
|
The instruction at location referenced memory at location. The memory cannot be read. Click OK to terminate the program. Click CANCEL to debug the program.
|
This message appears when you install CiscoWorks SNMS on a Pentium IV machine.
|
Click OK, and ignore the message. The installation will continue normally.
|
The following services need to be stopped:
•crmlog
•crmtftp
•crmrsh
Click Yes to stop them now, No to cancel installation.
These services will be restarted automatically after reboot.
|
Some of the services are running.
|
Click Yes and continue with the installation.
|
java.exe has generated errors and will be closed by Windows. You will need to restart the program. An error log is being created.
|
This message appears when you install CiscoWorks SNMS on a Pentium IV machine.
|
Click OK, and ignore the message. The installation will continue normally.
|
CreateService - service name - The specified service is marked for deletion.
|
The registry entries related to the service is not deleted during the uninstallation.
|
Restart the machine and reinstall CiscoWorks SNMS.
If the problem still exists:
1. Uninstall CiscoWorks SNMS.
2. Restart the machine.
3. Start a fresh installation.
|
Close all WhatsUp Gold related Windows and proceed.
|
This message appears if a WhatsUp Gold console or any WhatsUp Gold-related window is opened on CiscoWorks SNMS server while reinstalling CiscoWorks SNMS or reintegrating with NMIDB or device package.
|
Close all WhatsUp Gold-related Windows.
|
Setting Up the Browser
If you have problems using the CiscoWorks Desktop, make sure the browser is configured correctly:
•The desktop buttons are active only if Java, JavaScript and Java Plugin are enabled. Make sure you enable Java and JavaScript as described in the "Configuring Client Systems" section on page 2-24.
•Make sure your cache is not set to zero. If you have browser problems, increase your cache settings as explained in the "Configuring Client Systems" section on page 2-24.
•Do not resize the browser window while the desktop or main page is still loading. This can cause a Java error.
•When you login to CiscoWorks SNMS, the following error messages might appear in the WhatsUp Gold window:
–Action Cancelled
or
–The page cannot be displayed
Along with this error message you may also see the WhatsUp Gold login prompt.
To resolve this, you must install CiscoWorks-SNMS-1.5-BrowserPatch.exe patch in the client machine. See the "Installing the CiscoWorks SNMS Browser Patch" section on page 2-26 for more information.
Frequently Asked Questions
•I performed a fresh installation of CiscoWorks SNMS on a machine. I also reinstalled CiscoWorks SNMS on the same machine. Why did the installation prompt me for new a password?
•The SNMS installation is not responding. How can I continue with the installation?
•What is an IDU?
•Why should I install the latest IDU?
•Where can I download an IDU?
•How do I know which version of IDU I have installed?
•I am not able to restart WhatsUp Gold after changing WhatsUp Gold passwords using the Admin > WhatsUp Gold > Change Password option. How do I restart WhatsUp Gold from CiscoWorks Desktop?
Q. I performed a fresh installation of CiscoWorks SNMS on a machine. I also reinstalled CiscoWorks SNMS on the same machine. Why did the installation prompt me for new a password?
A. When you perform an installation of CiscoWorks SNMS and choose the typical installation mode, the installation will generate a random password for the CiscoWorks SNMS database.
When you reinstalled, you might have opted for a custom installation, and therefore you were prompted for a new password. See the "CiscoWorks SNMS Password Policy" section on page B-4 for more information.
Q. The SNMS installation is not responding. How can I continue with the installation?
A. If you are running a virus scan application while installing CiscoWorks SNMS, the installation may take a long time to complete. In some cases, the installation may freeze.
Disable the virus scan application and then re-install SNMS. Enable the virus scan application after completing the SNMS installation.
Q. What is an IDU?
A. IDU (Incremental Device Update) for a CiscoWorks application is a downloadable package containing a collection of updated files to provide you with support for new devices. In addition, the package also contains fixes to certain known problems, as well as fixes to newly discovered problems.
For CiscoWorks SNMS, only the IDU on Essentials 3.5 (for Windows), is applicable.
The IDU on Essentials 3.5 (for Windows), will provide you with the latest device support and bug fixes for Essentials 3.5, in CiscoWorks SNMS 1.5 and 1.5.1. This IDU specifically updates Essentials 3.5 and not the entire CiscoWorks SNMS 1.5 or 1.5.1 installation.
Q. Why should I install the latest IDU?
A. To ensure that you retain the latest device support and bug fixes for Essentials 3.5 in CiscoWorks SNMS 1.5 or 1.5.1, you should install the latest version of Essentials 3.5 IDU.
Q. Where can I download an IDU?
A. To avail the latest device support and bug fixes for Essentials 3.5 in CiscoWorks SNMS 1.5 or 1.5.1, we recommend that you download and install the latest IDU for Essentials 3.5 (for Windows) from
http://www.cisco.com/pcgi-bin/tablebuild.pl/cw2000-rme
Q. How do I know which version of IDU I have installed?
A. To check the version of IDU installed on your system, from the CiscoWorks Desktop, select Admin > Server Configuration > About the Server > Applications and Versions.
The Patches Installed table displays the installed version of the application in the following format:
If Patches Installed Table Displays
|
IDU Version Installed is...
|
RME3_5_IDU-5_0
|
IDU 5.0 on Essentials 3.5
|
Q. I am not able to restart WhatsUp Gold after changing WhatsUp Gold passwords using the Admin > WhatsUp Gold > Change Password option. How do I restart WhatsUp Gold from CiscoWorks Desktop?
A. Verify whether:
•A user has logged on to the Windows workstation on which the CiscoWorks SNMS server is installed.
If there are no users logged on, you must logon to this Windows workstation.
•CiscoWorks SNMS Taskbar Icon is running on the CiscoWorks SNMS server.
•If it is not running, start the CWSNMS Taskbar Icon using Start > Program files > CiscoWorks > CWSNMS Taskbar Icon.
At times when Windows Explorer stops running, the CWNMS Taskbar Icon is not displayed. However, the cwsnmstaskbar.exe continues to run.
Open the Windows Task Manager and stop the cwsnmstaskbar.exe process. Then start the CWSNMS Taskbar Icon.
•WhatsUp Gold console is waiting for your confirmation to save an unsaved map, on the CiscoWorks SNMS server.
If it is, you must save this map.
•There is another window or file opened on the CiscoWorks SNMS server that has WhatsUp Gold as the title.
If there is an open window or file, you must close it.
For example, if there is an open text file with WhatsUp Gold as its filename, you must close this text file.
