Cisco Resource Policy Management System 2.0.1 Troubleshooting Guide - Chapter 6: Common Problems and Workarounds [Cisco Resource Policy Management System]

Table Of Contents

Common Problems and Workarounds

Overview: Common Cisco RPMS Installation Problems

Archive Extraction Error

Problem

Solution

Database Initialization Failed

Possible Cause

Example from tail /tmp/rpmsinstall.log

Solution

Database Connectivity Error

Example from the tail /tmp/rpmsinstall.log

Overview: Common Oracle Database Problems

Database Connection Error After System Reboot

Problem

Solution

Overview: Common Oracle Start Up Problems

Unable to Start or Stop Oracle

Problem

Solution

Unable to Start or Stop the TNS Listener

Problem

Solution

Web Server Failed to Start

Problem

Solution

Overview: Common Browser Client Problems

Broken Images in Browser

Problem

Solution

Overview: Common System Log In Problems

Sole Cisco RPMS "root" Administrator Forgot Password

Problem

Solution

Overview: Common Port Count Problems

Port Counts Out of Sync

Problem

Solutions

Overview: Common Oracle Replication Problems

Configuration Updates Not Reflected on Snapshot Site Cisco RPMS Servers

Problem

Possible Causes

Solution

Common Problems and Workarounds

Topics in this chapter include:

•Overview: Common Cisco RPMS Installation Problems

–Archive Extraction Error

–Database Initialization Failed

–Database Connectivity Error

•Overview: Common Oracle Database Problems

–Database Connection Error After System Reboot

•Overview: Common Oracle Start Up Problems

–Unable to Start or Stop Oracle

–Unable to Start or Stop the TNS Listener

–Web Server Failed to Start

•Overview: Common Browser Client Problems

–Broken Images in Browser

•Overview: Common System Log In Problems

–Sole Cisco RPMS "root" Administrator Forgot Password

•Overview: Common Port Count Problems

–Port Counts Out of Sync

•Overview: Common Oracle Replication Problems

–Configuration Updates Not Reflected on Snapshot Site Cisco RPMS Servers

Overview: Common Cisco RPMS Installation Problems

This section describes possible issues with the Cisco RPMS installation. It also describes possible solutions to those problems.

Archive Extraction Error

Problem

The following options appear on the terminal window where the installation script "installcrpms" runs:
Extracting installation class
InstallShield Java (TM) Edition
Extracting installation code......................................done
Unable to extract this archive.
java.lang.NoClassDefFoundError
java.lang.RuntimeException
        at installcrpms.bail(install.java:526)
        at installcrpms.execute(install.java:346)
        at installcrpms.<init>(install.java:140)
        at installcrpms.main(install.java:558)
**ERROR failed to install
Solution

Step 1 Ensure that the DISPLAY variable is set properly by using the command:

setenv DISPLAY <ipaddress> :0.0

Step 2 Verify that X windows access control is enabled by using the command:

/usr/openwin/bin/xhost +

Note The problem may also be encountered during un-install.

Database Initialization Failed

You receive the following error message:

"Failed to initialize the database, please review the log file /tmp/rpmsinstall.log and follow the recommendations at the bottom of the log file to correct the problem. After the problem has been corrected, uninstall by executing a file called /export/home/crpms/uninstallcrpms, and then reinstall the product."

Possible Cause

Downgrading Cisco RPMS from a higher release.

Example from tail /tmp/rpmsinstall.log
Loading properties from 
/export/home/crpms/sbin/../config/dbserver.conf
Finished loading properties.
Data Source = ORACLE
Driver Type = JDBC-Weblogic-Oracle   URL = 
jdbc:weblogic:oracle:rpms_db   
username = rpms   password = ********
Connected to jdbc:weblogic:oracle:rpms_db
Driver       Weblogic, Inc. Java-OCI JDBC Driver (weblogicoci26)
Version      2.5.4
Current schema version: 7
Current RPMS schema version: 10
Current RPMS schema (10) is not up to date for upgrade
Upgrading schema failed.
Upgrading schema failed.
Failed.
Solution

If downgrading Cisco RPMS from a higher release, call Cisco customer support.

Database Connectivity Error

Example from the tail /tmp/rpmsinstall.log
Loading properties from /opt/app/rpms/sbin/../config/dbserver.conf
Finished loading properties.
Data Source = ORACLE
Driver Type = JDBC-Weblogic-Oracle   URL = 
jdbc:weblogic:oracle:globedb
  username = oracle   password = ********
DBFactory Error: driver was unable to connect to the data source, 
driver msg:[ORA-01017: invalid username/password; logon denied -
(oracle/********@globedb)]

Step 1 Ensure the database connectivity by using the following commands:

rlogin localhost -l oracle

cd <Oracle_home_dir>/bin

./tnsping <TNS_name>

./sqlplus rpmsuser/<password>@<TNS_name>

Step 2 Re-install Cisco RPMS.

Overview: Common Oracle Database Problems

This section describes possible issues with the Oracle database. It also describes possible solutions to those problems.

Note Implementing an Oracle database requires an in-depth knowledge of Oracle tools and database structure. For specific instructions on the Oracle programs, refer to the Oracle documentation and online help, or consult an experienced Oracle database administrator.

Database Connection Error After System Reboot

Problem

Oracle installation does not include automatic setup of graceful shut down and start up.

Solution

Step 1 Install scripts to perform graceful shut down and start up of Oracle database.

Step 2 Stop the system in the correct order:

a. Cisco RPMS

b. The TNS Listener

c. The Oracle database

Step 3 Start the system in the correct order:

a. The Oracle database

b. The TNS Listener

c. Cisco RPMS

Overview: Common Oracle Start Up Problems

This section describes some common Oracle start up problems when the Oracle database is used with Cisco RPMS. It also describes solutions to those problems.

Unable to Start or Stop Oracle

Problem

You receive the following error message when trying to start or stop the Oracle database:
host# bin/svrmgrl stop
Oracle Server Manager Release 3.0.5.0.0 - Production
Message 4505 not found; No message file for product=SVRMGR, 
facility=MGR
Error while trying to retrieve text for error ORA-12571
Solution

Step 1 Ensure that you are logged in as the `oracle' user. To verify this, use the following commands:

id

uid=1002(oracle) gid=101(dba)

Step 2 If you not logged in as the `oracle' user, do so by using this command:

rlogin localhost -l oracle

Step 3 Ensure that the environmental variables are inherited by using the command:

env

Step 4 If you do not see various Oracle variables, apply them by using the command:
source .cshrc
Unable to Start or Stop the TNS Listener

Problem

You receive the following error message when trying to start or stop the TNS Listener:
host# bin/lsnrctl stop
LSNRCTL for Solaris: Version 8.0.5.0.0 - Production on 21-JUL-01 
15:40:41 
(c) Copyright 1997 Oracle Corporation.  All rights reserved.
Message 1053 not found; No message file for product=NETWORK,  
	facility=TNSMessage 1052 not found; No message file for 
	product=NETWORK, facility=TNS 
Solution

Note In order for the TNS Listener to start or stop, the host machine must have its network interfaces up to listen for remote requests. Use the following Unix ifconfig commands:

To make sure the interfaces are up, enter the following command:

ifconfig -a

Step 1 Ensure that you are logged in as the `oracle' user by using the commands:

id

uid=1002(oracle) gid=101(dba)

Step 2 If not, log in as the `oracle' user by using the command:

rlogin localhost -l oracle

Step 3 Ensure that the environmental variables are inherited by using the command:

env

Step 4 You should see various Oracle variables; if not, apply them by using the command:

source .cshrc

Step 5 To stop TNS listener, enter the following command:

lsnrctl stop

Step 6 To start TNS listener, enter the following command:

lsnrctl start

Web Server Failed to Start

Problem

During Cisco RPMS startup, the Web server failed to start.
host# sbin/crpms start
Starting Cisco RPM Server on Wed May 30 17:33:45 PDT 2001
Note: using VM "/export/home/crpms/java/bin/jre"
Java VM version 1.1.7
Starting RPMS Database Server... DBServer Started
Starting RPMS... RPMS Started
Starting administrative servlets... Admin Servlets Started
Starting Fast Track Admin Web server
could not bind to port 64000 (Address already in use)
 Fast Track Admin Web server Failed to start
Solution

Step 1 Stop the Web server by using the command:

<RPMS_home_dir>/sbin/crpms webserver stop

Step 2 Re-start the Web server by using the command:

<RPMS_home_dir>/ sbin/crpms webserver start

Overview: Common Browser Client Problems

Broken Images in Browser

Problem

You are able to access the Web browser but the images on the Cisco RPMS GUI do not display correctly.

Solution

Step 1 Ensure that you are using a supported Web browser.

•Netscape 4.04 and higher

•Microsoft Internet Explorer 4.x and higher

Step 2 Create a hosts file entry for Cisco RPMS server on the client

•On a UNIX client:

/etc/hosts
•On a Windows 2000 client:

winnt\system32\drivers\etc\hosts

Overview: Common System Log In Problems

Sole Cisco RPMS "root" Administrator Forgot Password

Problem

You are unable to add, change or delete administrators.

Solution

Step 1 Log in to CLI as system root to manipulate the Oracle data directly by using the commands:

su

cd <RPMS_home_dir>/bin

./execsql "update cs_privilege set priv_value='\"ch3yQkFkeus8k\"'
where profile_id=(select profile_id from cs_user_profile
where user_name='<username>')"

Note This is all one line.

Step 2 Replace <username> with the root administrator username.

This sets the password = changeme

Step 3 Log in to the system and change the password immediately.

Overview: Common Port Count Problems

Port Counts Out of Sync

Problem

The number of active calls reported on Cisco RPMS does not match the number of active calls on the UG.

Calls initially reported on Cisco RPMS but are then cleared.

Solutions

In Cisco RPMS 2.0.1, if SNMP is not enabled on the UG, then Cisco RPMS UG believes the UG is down, and the UG heartbeat clears its calls.

Here are the lines to enable SNMP:

snmp-server community public RO

snmp-server community private RW

snmp-server packetsize 2048

snmp-server host <RPMS server IP address> <community string>

Overview: Common Oracle Replication Problems

Configuration Updates Not Reflected on Snapshot Site Cisco RPMS Servers

Problem

The Cisco RPMS pointing to a snapshot Oracle database server does not have up-to-date configuration information.

Possible Causes

•The Cache triggers are not defined.

•The Master Oracle database server is not set to update snapshot sites.

•The system has not yet reached replication interval (and the manual update has not yet been performed).

•The system has not yet reached cache trigger interval.

Note Oracle replication should only be attempted by an Oracle DBA.

Solution

Step 1 If this is the first replication attempt:

a. Ensure cache triggers defined on Cisco RPMS pointing to snapshot server

b. Ensure unique username being used for Oracle replication admin username

c. Ensure Oracle master set to update snapshot site(s) of changes

d. Ensure replication interval reached

e. Ensure cache trigger interval reached

Step 2 If replication was previously working to a snapshot server or Cisco RPMS:

a. Ensure replication interval reached

b. Ensure cache trigger interval reached

c. Verify replication data being received

Note Knowledge of Oracle is required and the assistance of an Oracle DBA should be sought.

Step 3 Verify that the replication data is received on snapshot site.

Step 4 Check that the Cisco RPMS tables exist by using the commands:

cd <RPMSHomeDir>/bin

./execsql "select table_name from user_tables"

The tables are listed and the last line should indicate 32 tables exist.

Number of rows fetched = 32

Step 5 Verify that the replication data was received on snapshot site.

Check the Cisco RPMS schema to determine what data received. For example, to check all customer profiles received, use the command:

./execsql "select customer_name from cs_customer"

See Appendix E of the Cisco RPMS 2.0.1 Configuration Guide for complete table structure.

Note Oracle replication should only be attempted by an Oracle DBA.

	Cisco Resource Policy Management System 2.0.1 Troubleshooting Guide
	Chapter 6: Common Problems and Workarounds
Cisco Resource Policy Management System 2.0.1 Troubleshooting Guide Preface Chapter 1: Cisco RPMS 2.0.1 System and Solution Troubleshooting Chapter 2: Troubleshooting Issues Chapter 3: Cisco RPMS System Start and Stop Procedures Chapter 4: Universal Gateway IOS Debugging Chapter 5: Sample Call Traces Chapter 6: Common Problems and Workarounds Chapter 7: Using the Cisco RPMS Diagnostic Tools Glossary	Download this chapter Chapter 6: Common Problems and Workarounds Download the complete book Book-level PDF for Troubleshooting Guide (PDF - 1 MB) Feedback Table Of Contents Common Problems and Workarounds Overview: Common Cisco RPMS Installation Problems Archive Extraction Error Problem Solution Database Initialization Failed Possible Cause Example from tail /tmp/rpmsinstall.log Solution Database Connectivity Error Example from the tail /tmp/rpmsinstall.log Overview: Common Oracle Database Problems Database Connection Error After System Reboot Problem Solution Overview: Common Oracle Start Up Problems Unable to Start or Stop Oracle Problem Solution Unable to Start or Stop the TNS Listener Problem Solution Web Server Failed to Start Problem Solution Overview: Common Browser Client Problems Broken Images in Browser Problem Solution Overview: Common System Log In Problems Sole Cisco RPMS "root" Administrator Forgot Password Problem Solution Overview: Common Port Count Problems Port Counts Out of Sync Problem Solutions Overview: Common Oracle Replication Problems Configuration Updates Not Reflected on Snapshot Site Cisco RPMS Servers Problem Possible Causes Solution Common Problems and Workarounds Topics in this chapter include: •Overview: Common Cisco RPMS Installation Problems –Archive Extraction Error –Database Initialization Failed –Database Connectivity Error •Overview: Common Oracle Database Problems –Database Connection Error After System Reboot •Overview: Common Oracle Start Up Problems –Unable to Start or Stop Oracle –Unable to Start or Stop the TNS Listener –Web Server Failed to Start •Overview: Common Browser Client Problems –Broken Images in Browser •Overview: Common System Log In Problems –Sole Cisco RPMS "root" Administrator Forgot Password •Overview: Common Port Count Problems –Port Counts Out of Sync •Overview: Common Oracle Replication Problems –Configuration Updates Not Reflected on Snapshot Site Cisco RPMS Servers Overview: Common Cisco RPMS Installation Problems This section describes possible issues with the Cisco RPMS installation. It also describes possible solutions to those problems. Archive Extraction Error Problem The following options appear on the terminal window where the installation script "installcrpms" runs: Extracting installation class InstallShield Java (TM) Edition Extracting installation code......................................done Unable to extract this archive. java.lang.NoClassDefFoundError java.lang.RuntimeException at installcrpms.bail(install.java:526) at installcrpms.execute(install.java:346) at installcrpms.<init>(install.java:140) at installcrpms.main(install.java:558) ERROR failed to install Solution Step 1 Ensure that the DISPLAY variable is set properly by using the command: setenv DISPLAY <ipaddress> :0.0 Step 2 Verify that X windows access control is enabled by using the command: /usr/openwin/bin/xhost + Note The problem may also be encountered during un-install. Database Initialization Failed You receive the following error message: "Failed to initialize the database, please review the log file /tmp/rpmsinstall.log and follow the recommendations at the bottom of the log file to correct the problem. After the problem has been corrected, uninstall by executing a file called /export/home/crpms/uninstallcrpms, and then reinstall the product." Possible Cause Downgrading Cisco RPMS from a higher release. Example from tail /tmp/rpmsinstall.log Loading properties from /export/home/crpms/sbin/../config/dbserver.conf Finished loading properties. Data Source = ORACLE Driver Type = JDBC-Weblogic-Oracle URL = jdbc:weblogic:oracle:rpms_db username = rpms password = **** Connected to jdbc:weblogic:oracle:rpms_db Driver Weblogic, Inc. Java-OCI JDBC Driver (weblogicoci26) Version 2.5.4 Current schema version: 7 Current RPMS schema version: 10 Current RPMS schema (10) is not up to date for upgrade Upgrading schema failed. Upgrading schema failed. Failed. Solution If downgrading Cisco RPMS from a higher release, call Cisco customer support. Database Connectivity Error Example from the tail /tmp/rpmsinstall.log Loading properties from /opt/app/rpms/sbin/../config/dbserver.conf Finished loading properties. Data Source = ORACLE Driver Type = JDBC-Weblogic-Oracle URL = jdbc:weblogic:oracle:globedb username = oracle password = **** DBFactory Error: driver was unable to connect to the data source, driver msg:[ORA-01017: invalid username/password; logon denied - (oracle/****@globedb)] Step 1 Ensure the database connectivity by using the following commands: rlogin localhost -l oracle cd <Oracle_home_dir>/bin ./tnsping <TNS_name> ./sqlplus rpmsuser/<password>@<TNS_name> Step 2 Re-install Cisco RPMS. Overview: Common Oracle Database Problems This section describes possible issues with the Oracle database. It also describes possible solutions to those problems. Note Implementing an Oracle database requires an in-depth knowledge of Oracle tools and database structure. For specific instructions on the Oracle programs, refer to the Oracle documentation and online help, or consult an experienced Oracle database administrator. Database Connection Error After System Reboot Problem Oracle installation does not include automatic setup of graceful shut down and start up. Solution Step 1 Install scripts to perform graceful shut down and start up of Oracle database. Step 2 Stop the system in the correct order: a. Cisco RPMS b. The TNS Listener c. The Oracle database Step 3 Start the system in the correct order: a. The Oracle database b. The TNS Listener c. Cisco RPMS Overview: Common Oracle Start Up Problems This section describes some common Oracle start up problems when the Oracle database is used with Cisco RPMS. It also describes solutions to those problems. Unable to Start or Stop Oracle Problem You receive the following error message when trying to start or stop the Oracle database: host# bin/svrmgrl stop Oracle Server Manager Release 3.0.5.0.0 - Production Message 4505 not found; No message file for product=SVRMGR, facility=MGR Error while trying to retrieve text for error ORA-12571 Solution Step 1 Ensure that you are logged in as the `oracle' user. To verify this, use the following commands: id uid=1002(oracle) gid=101(dba) Step 2 If you not logged in as the `oracle' user, do so by using this command: rlogin localhost -l oracle Step 3 Ensure that the environmental variables are inherited by using the command: env Step 4 If you do not see various Oracle variables, apply them by using the command: source .cshrc Unable to Start or Stop the TNS Listener Problem You receive the following error message when trying to start or stop the TNS Listener: host# bin/lsnrctl stop LSNRCTL for Solaris: Version 8.0.5.0.0 - Production on 21-JUL-01 15:40:41 (c) Copyright 1997 Oracle Corporation. All rights reserved. Message 1053 not found; No message file for product=NETWORK, facility=TNSMessage 1052 not found; No message file for product=NETWORK, facility=TNS Solution Note In order for the TNS Listener to start or stop, the host machine must have its network interfaces up to listen for remote requests. Use the following Unix ifconfig commands: To make sure the interfaces are up, enter the following command: ifconfig -a Step 1 Ensure that you are logged in as the `oracle' user by using the commands: id uid=1002(oracle) gid=101(dba) Step 2 If not, log in as the `oracle' user by using the command: rlogin localhost -l oracle Step 3 Ensure that the environmental variables are inherited by using the command: env Step 4 You should see various Oracle variables; if not, apply them by using the command: source .cshrc Step 5 To stop TNS listener, enter the following command: lsnrctl stop Step 6 To start TNS listener, enter the following command: lsnrctl start Web Server Failed to Start Problem During Cisco RPMS startup, the Web server failed to start. host# sbin/crpms start Starting Cisco RPM Server on Wed May 30 17:33:45 PDT 2001 Note: using VM "/export/home/crpms/java/bin/jre" Java VM version 1.1.7 Starting RPMS Database Server... DBServer Started Starting RPMS... RPMS Started Starting administrative servlets... Admin Servlets Started Starting Fast Track Admin Web server could not bind to port 64000 (Address already in use) Fast Track Admin Web server Failed to start Solution Step 1 Stop the Web server by using the command: <RPMS_home_dir>/sbin/crpms webserver stop Step 2 Re-start the Web server by using the command: <RPMS_home_dir>/ sbin/crpms webserver start Overview: Common Browser Client Problems Broken Images in Browser Problem You are able to access the Web browser but the images on the Cisco RPMS GUI do not display correctly. Solution Step 1 Ensure that you are using a supported Web browser. •Netscape 4.04 and higher •Microsoft Internet Explorer 4.x and higher Step 2 Create a hosts file entry for Cisco RPMS server on the client •On a UNIX client: /etc/hosts •On a Windows 2000 client: winnt\system32\drivers\etc\hosts Overview: Common System Log In Problems Sole Cisco RPMS "root" Administrator Forgot Password Problem You are unable to add, change or delete administrators. Solution Step 1 Log in to CLI as system root to manipulate the Oracle data directly by using the commands: su cd <RPMS_home_dir>/bin ./execsql "update cs_privilege set priv_value='\"ch3yQkFkeus8k\"' where profile_id=(select profile_id from cs_user_profile where user_name='<username>')" Note This is all one line. Step 2** Replace <username> with the root administrator username. This sets the password = changeme Step 3 Log in to the system and change the password immediately. Overview: Common Port Count Problems Port Counts Out of Sync Problem The number of active calls reported on Cisco RPMS does not match the number of active calls on the UG. Calls initially reported on Cisco RPMS but are then cleared. Solutions In Cisco RPMS 2.0.1, if SNMP is not enabled on the UG, then Cisco RPMS UG believes the UG is down, and the UG heartbeat clears its calls. Here are the lines to enable SNMP: snmp-server community public RO snmp-server community private RW snmp-server packetsize 2048 snmp-server host <RPMS server IP address> <community string> Overview: Common Oracle Replication Problems Configuration Updates Not Reflected on Snapshot Site Cisco RPMS Servers Problem The Cisco RPMS pointing to a snapshot Oracle database server does not have up-to-date configuration information. Possible Causes •The Cache triggers are not defined. •The Master Oracle database server is not set to update snapshot sites. •The system has not yet reached replication interval (and the manual update has not yet been performed). •The system has not yet reached cache trigger interval. Note Oracle replication should only be attempted by an Oracle DBA. Solution Step 1 If this is the first replication attempt: a. Ensure cache triggers defined on Cisco RPMS pointing to snapshot server b. Ensure unique username being used for Oracle replication admin username c. Ensure Oracle master set to update snapshot site(s) of changes d. Ensure replication interval reached e. Ensure cache trigger interval reached Step 2 If replication was previously working to a snapshot server or Cisco RPMS: a. Ensure replication interval reached b. Ensure cache trigger interval reached c. Verify replication data being received Note Knowledge of Oracle is required and the assistance of an Oracle DBA should be sought. Step 3 Verify that the replication data is received on snapshot site. Step 4 Check that the Cisco RPMS tables exist by using the commands: cd <RPMSHomeDir>/bin ./execsql "select table_name from user_tables" The tables are listed and the last line should indicate 32 tables exist. Number of rows fetched = 32 Step 5 Verify that the replication data was received on snapshot site. Check the Cisco RPMS schema to determine what data received. For example, to check all customer profiles received, use the command: ./execsql "select customer_name from cs_customer" See Appendix E of the Cisco RPMS 2.0.1 Configuration Guide for complete table structure. Note Oracle replication should only be attempted by an Oracle DBA.
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