Installing the VPN/Security Management Solution (VMS) 2.3 on Solaris - Troubleshooting Installation [CiscoWorks VPN/Security Management Solution]

Table Of Contents

Troubleshooting Installation

Mounting a Local CD-ROM Drive

Mounting a Remote CD-ROM Drive

Unmounting the CD-ROM Drive

Installing on Solaris 8 with Sun Update 110934-20

Workaround for Firewall No Workflow Mode in GENERATE_OPEN State

Workaround for Performance Monitor if Groups Missing or Reports Empty

Viewing and Changing Process Status

Restarting Processes from CiscoWorks Desktop

Restarting Processes from the Server

Browser Problems

Using the Support Utility

Calling the Technical Assistance Center (TAC)

Troubleshooting Installation

This appendix includes the following troubleshooting information:

•Mounting a Local CD-ROM Drive

•Mounting a Remote CD-ROM Drive

•Unmounting the CD-ROM Drive

•Installing on Solaris 8 with Sun Update 110934-20

•Workaround for Firewall No Workflow Mode in GENERATE_OPEN State

•Workaround for Performance Monitor if Groups Missing or Reports Empty

•Viewing and Changing Process Status

•Browser Problems

•Using the Support Utility

•Calling the Technical Assistance Center (TAC)

You can install VMS from a CD-ROM mounted on the CiscoWorks server or from a CD-ROM mounted on a remote Solaris system.

Mounting a Local CD-ROM Drive

You can install VMS from a CD-ROM mounted on the CiscoWorks server or from a CD-ROM mounted on a remote Solaris system.

Step 1 Insert the VMS CD-ROM into the CD-ROM drive.

Step 2 Log in as superuser by entering the command su and the root password, or log in as root.

The command prompt changes to the pound sign (#).

Step 3 If the /cdrom directory does not already exist, enter the following command to create it:
# mkdir /cdrom
Step 4 Mount the CD-ROM drive.

Note The vold process manages the CD-ROM device and performs the mounting. The CD-ROM might automatically mount onto the /cdrom/cdrom0 directory.

•If you are running File Manager, a separate File Manager window displays the contents of the CD-ROM. From the File Manager, double click the setup.sh file. The Action: Run box appears. Click OK to continue installation.

•If the /cdrom/cdrom0 directory is empty because the CD-ROM was not mounted, or if File Manager did not open a window displaying the contents of the CD-ROM, verify that the vold daemon is running by entering:
# ps -e | grep vold | grep -v grep
•If vold is running, the system displays the process identification number of vold. If the system does not display anything, restart the daemon by entering:
# /usr/sbin/vold &
•If the vold daemon is running but did not mount the CD-ROM, stop the vold daemon and then restart it. To stop the vold process, you must know the process identification number. If you do not know the process identification number, you can get it by entering:
# ps -ef | grep vold | grep -v grep
Step 5 Stop the vold process by entering:
# kill -15 process_ID_number
Step 6 Restart the vold process by entering:
# /usr/sbin/vold &
If you encounter problems using the vold daemon, enter the following command to mount the CD-ROM:
# mount -F hsfs -r ro /dev/dsk/cxtyd0sz /cdrom/cdrom0
where x is the CD-ROM drive controller number, y is the CD-ROM drive SCSI ID number, and z is the slice of the partition on which the CD-ROM is located.

You have now mounted the CD-ROM drive.

Mounting a Remote CD-ROM Drive

Step 1 Insert the VMS CD-ROM into the CD-ROM drive of the remote machine.

Step 2 On the remote machine, log in as superuser by entering the command su and the root password, or log in as root.

The command prompt changes to the pound sign (#). If the /cdrom directory does not already exist, enter:
# mkdir /cdrom
Step 3 Mount the CD-ROM drive.

Note The vold daemon process manages the CD-ROM device and performs the mounting. The CD-ROM might automatically mount onto the /cdrom/cdrom0 directory.

•If you are running File Manager, a separate File Manager window displays the contents of the CD-ROM. From the File Manager, double click the setup.sh file. The Action: Run box appears. Click OK to continue installation.

•If the /cdrom/cdrom0 directory is empty because the CD-ROM was not mounted, or if File Manager did not open a window displaying the contents of the CD-ROM, verify that the vold daemon is running by entering:
# ps -e | grep vold | grep -v grep
•If vold is running, the system displays /usr/sbin/vold. If the system does not display anything, restart the daemon by entering:
# /usr/sbin/vold &
•If the vold daemon is running but did not mount the CD-ROM, stop the vold daemon and then restart it. To stop the vold process, you must know the process identification number. If you do not know the process identification number, you can get it by entering:
# ps -ef | grep vold | grep -v grep
Step 4 Stop the vold process by entering:
# kill -15 process_ID_number
Step 5 Restart the vold process by entering:
# /usr/sbin/vold &
Step 6 If you encounter problems using the vold daemon, enter the following to mount the CD-ROM:
# mount -F hsfs -r ro /dev/dsk/cxtyd0sz /cdrom/cdrom0
where x is the CD-ROM drive controller number, y is the CD-ROM drive SCSI ID number, and z is the slice of the partition on which the CD-ROM is located.

Step 7 Use a text editor to create an /etc/dfs/dfstab file, if one does not exist.

Step 8 Add the following line to the /etc/dfs/dfstab file:
share -F nfs -o ro /cdrom/cdrom0
Step 9 Make sure your remote machine is enabled as an NFS server by entering:
# ps -ef | grep nfs | grep -v grep
The output of this command indicates whether the /usr/lib/nfs/nfsd and /usr/lib/nfs/mountd daemons are running. If they are not running, enable your machine as an NFS server by entering:
# /etc/init.d/nfs.server start
If your machine is enabled as an NFS server, enter one of the following:
# share
# shareall
Step 10 Go to the machine on which you are installing VMS.

Step 11 Log in as superuser by entering the command su and the root password, or log in as root.

Step 12 Create a /cdrom directory, if one does not already exist, by entering:

# mkdir -p /cdrom/fmc12
Step 13 To mount the CD-ROM drive, enter:
# /usr/sbin/mount -r remote_machine_name:/cdrom/cdrom0 /cdrom/fmc12
You have now mounted the CD-ROM drive.

Unmounting the CD-ROM Drive

After you complete the VMS installation, unmount the CD-ROM drive and eject the CD-ROM.

Step 1 To unmount a local CD-ROM drive:

a. Log in as root.

b. Enter:
# cd
# umount /cdrom/cdrom0 
# eject
Step 2 To unmount a remote CD-ROM drive:

a. As root, enter the following on the local machine:
# umount /cdrom/fmc12
b. As root, enter the following on the remote machine:
# umount /cdrom/cdrom0
# eject
Installing on Solaris 8 with Sun Update 110934-20

CSCsa34490

Common Services will not install on Solaris 8 if Sun patch 110934-20 or later is installed. This affects only Solaris 8 servers, not Solaris 7. To work around this, create a user install with root privileges. If an install user already exists, that user's ID must be modified to grant root equivalency (that is, set the User ID to 0).

Caution After installation completes, these changes must be reverted to prevent a potential security problem.

Workaround for Firewall No Workflow Mode in GENERATE_OPEN State

CSCsa39635

No Workflow mode hangs database in GENERATE_OPEN state.

If you install and run every component, your Solaris server might not have enough SQL database handles available to satisfy the requirements of Firewall MC when it operates in "no workflow" mode.

To work around this problem, use "workflow" mode by doing the following:

Step 1 Reboot the server on which you installed VMS.

Note To learn more, read about CSCsa39341 at: http://www.cisco.com/pcgi-bin/Support/Bugtool/home.pl (You will be prompted to log into Cisco.com.).
On your client workstation, enable the address bar or location bar for 
your browser application, then open 
https://<ServerName_or_IP_address>/pixmdc/pixmdcServlet?locId=1.
Step 2 Select Admin > Workflow Setup.

Step 3 Select Use Workflow, then click Apply.

Step 4 Select Workflow > Activity Management, then select whichever activity has the Generate_open entry in the State column.

Step 5 Click Cancel.

Step 6 Your browser refreshes and your selection reverts to the Edit state.

Step 7 Reselect the activity whose state you changed, then click Reject.

Step 8 (Optional) To use "no workflow" mode, return to Admin > Workflow Setup, then deselect Use Workflow and click Apply.

Workaround for Performance Monitor if Groups Missing or Reports Empty

CSCsb26766

MCP has to be uninstalled and reinstalled if one of the following is true:

•The default system-defined device groups are missing.

•The Category/Sub Categroy list in Reports are empty.

Viewing and Changing Process Status

You can view the status of any process by selecting Server Configuration > Administration > Process Management > Process Status from the CiscoWorks server navigation tree. If you have difficulty starting any of the windows, verify that the processes associated with VMS are running.

Note From the browser, only users with administrator privileges can start and stop processes. From the server, only users with local administrator privileges can start and stop processes.

If any process is not running, you can restart it from the CiscoWorks Desktop or from the server.

Restarting Processes from CiscoWorks Desktop

To restart processes from the CiscoWorks Desktop:

Step 1 Select Server Configuration > Administration > Process Management > Start Process.

Step 2 Enter pdexec Process Name from the command line.

Step 3 Do one of the following:

•Click the System radio button to start all processes from the Start Process page.

•Click the Process radio button and use the scroll down menu to select the specific process to start.

Note If you select specific processes, the process dependencies are not started automatically.

Step 4 Wait 5 minutes. If the problem persists, see "Restarting Processes from the Server".

Caution We recommend not stopping or starting all processes from the user interface, due to bug CSCsa46002, as this might cause component applications to fail after restart. See "Restarting Processes from the Server" if you need to stop or restart all processes.

Restarting Processes from the Server

Note You must stop all processes, then restart them for this method to work.

To restart processes from the CiscoWorks server:

Step 1 At the command prompt enter net stop crmdmgtd to stop all processes.

Step 2 Enter net start crmdmgtd to start all processes.

Browser Problems

If you encounter problems with your browser:

1. Make sure you enable Java and JavaScript. If the desktop buttons do not work, Java and JavaScript might not enabled.

2. Make sure the browser cache is not set to zero.

3. Do not resize the browser window while the desktop main page is loading. This can cause a Java error.

4. If you use a popup blocker utility on any client you use to access the CiscoWorks server, then popup windows used by VMS components are blocked. Make sure that you disable popup blockers on all clients you use to access the CiscoWorks server.

5. Some VMS components support only one browser page. However, Internet Explorer does not prevent you from creating multiple browser pages. If you use multiple pages on one client computer to contact the same CiscoWorks server, the results are unpredictable. Use only one browser page to contact the CiscoWorks server on each client.

6. For more information about setting up browsers, see the Installation and Setup Guide for CiscoWorks Common Services 2.2 (includes CiscoView 5.5) on Windows at: http://www.cisco.com/en/US/docs/net_mgmt/ciscoworks_common_services_software/2.2/cd_one/installation/windows/guide/InstallSetupGuideForComSerCVWin.pdf.

Using the Support Utility

Each time you run the support utility (mdcsupport), the previous MDCSupportInformation file is overwritten. You can change the output location for the file by supplying the desired drive and path as an argument to the support utility. The filename is MDCSupportInformation.tar.

Additionally, the utility runs any support utilities that were installed and registered by client applications. The output from the client application support utilities is included in the file.

To change the output location for the mdcsupport utility file:

Step 1 From the CiscoWorks Common Services server, enter mdcsupport at the command prompt. To change the location in which to create the MDCSupportInformation file, enter mdcsupport <drive and path information> at the prompt.

Caution After you receive the message Database backup completed, the prompt does not return for approximately 10 seconds. Do not close the command prompt window before the prompt returns. If you close the window before the prompt returns, the mdcsupport utility fails and does not operate properly.

Step 2 If you are asked do so, submit the resulting .zip file to TAC. The TAC representative provides the method and location.

Calling the Technical Assistance Center (TAC)

If you had any errors during installation, check the installation log in the root directory on the drive where the operating system is installed. Each installation creates a log file. For example, the Common Services installation creates SystemDrive:\CiscoWorks_setupxxx.log, where xxx is the log file for the last CiscoWorks application installed. If you request assistance, the Technical Assistance Center (TAC) might ask you to send them the installation log.

If you had problems while installing VMS, do the following before calling TAC:

1. Make sure the system hardware and software requirements are met.

2. Make sure the disk space is not full.

You can generate the MDCSupportInformation file from the VMS user interface. This method is recommended; however, if you cannot access the user interface, use the mdcsupport command line utility.

The default location of the utility is c:\Program_Files\CSCOpx\MDC\bin

To generate the MDCSupportInformation file:

Step 1 Select Admin > Support.

The Support page appears.

Step 2 Enter the path to the directory in which to store the support file you generate. You can click Browse to navigate to the directory.

Step 3 Click Execute.

The Support Tools window opens and informs you that the file is being generated. You can click Refresh to update the display. You are notified when the process is complete.

Caution We recommend that you rename the file for your own purposes. If you generate another support file in the same directory, you overwrite the previously generated file.

	Installing the VPN/Security Management Solution (VMS) 2.3 on Solaris
	Troubleshooting Installation
Installing the VPN/Security Management Solution (VMS) 2.3 on Solaris Index Software License Agreement Preface Overview Preparing to Install or Upgrade VMS Installing and Uninstalling VMS Upgrading to VMS 2.3 Preparing to Use VMS 2.3 Troubleshooting Installation Mounting and Unmounting CDROM Password Information	Download this chapter Troubleshooting Installation Download the complete book Installing VMS 2.3 on Solaris - full book pdf (PDF - 1 MB) Table Of Contents Troubleshooting Installation Mounting a Local CD-ROM Drive Mounting a Remote CD-ROM Drive Unmounting the CD-ROM Drive Installing on Solaris 8 with Sun Update 110934-20 Workaround for Firewall No Workflow Mode in GENERATE_OPEN State Workaround for Performance Monitor if Groups Missing or Reports Empty Viewing and Changing Process Status Restarting Processes from CiscoWorks Desktop Restarting Processes from the Server Browser Problems Using the Support Utility Calling the Technical Assistance Center (TAC) Troubleshooting Installation This appendix includes the following troubleshooting information: •Mounting a Local CD-ROM Drive •Mounting a Remote CD-ROM Drive •Unmounting the CD-ROM Drive •Installing on Solaris 8 with Sun Update 110934-20 •Workaround for Firewall No Workflow Mode in GENERATE_OPEN State •Workaround for Performance Monitor if Groups Missing or Reports Empty •Viewing and Changing Process Status •Browser Problems •Using the Support Utility •Calling the Technical Assistance Center (TAC) You can install VMS from a CD-ROM mounted on the CiscoWorks server or from a CD-ROM mounted on a remote Solaris system. Mounting a Local CD-ROM Drive You can install VMS from a CD-ROM mounted on the CiscoWorks server or from a CD-ROM mounted on a remote Solaris system. Step 1 Insert the VMS CD-ROM into the CD-ROM drive. Step 2 Log in as superuser by entering the command su and the root password, or log in as root. The command prompt changes to the pound sign (#). Step 3 If the /cdrom directory does not already exist, enter the following command to create it: # mkdir /cdrom Step 4 Mount the CD-ROM drive. Note The vold process manages the CD-ROM device and performs the mounting. The CD-ROM might automatically mount onto the /cdrom/cdrom0 directory. •If you are running File Manager, a separate File Manager window displays the contents of the CD-ROM. From the File Manager, double click the setup.sh file. The Action: Run box appears. Click OK to continue installation. •If the /cdrom/cdrom0 directory is empty because the CD-ROM was not mounted, or if File Manager did not open a window displaying the contents of the CD-ROM, verify that the vold daemon is running by entering: # ps -e \| grep vold \| grep -v grep •If vold is running, the system displays the process identification number of vold. If the system does not display anything, restart the daemon by entering: # /usr/sbin/vold & •If the vold daemon is running but did not mount the CD-ROM, stop the vold daemon and then restart it. To stop the vold process, you must know the process identification number. If you do not know the process identification number, you can get it by entering: # ps -ef \| grep vold \| grep -v grep Step 5 Stop the vold process by entering: # kill -15 process_ID_number Step 6 Restart the vold process by entering: # /usr/sbin/vold & If you encounter problems using the vold daemon, enter the following command to mount the CD-ROM: # mount -F hsfs -r ro /dev/dsk/cxtyd0sz /cdrom/cdrom0 where x is the CD-ROM drive controller number, y is the CD-ROM drive SCSI ID number, and z is the slice of the partition on which the CD-ROM is located. You have now mounted the CD-ROM drive. Mounting a Remote CD-ROM Drive Step 1 Insert the VMS CD-ROM into the CD-ROM drive of the remote machine. Step 2 On the remote machine, log in as superuser by entering the command su and the root password, or log in as root. The command prompt changes to the pound sign (#). If the /cdrom directory does not already exist, enter: # mkdir /cdrom Step 3 Mount the CD-ROM drive. Note The vold daemon process manages the CD-ROM device and performs the mounting. The CD-ROM might automatically mount onto the /cdrom/cdrom0 directory. •If you are running File Manager, a separate File Manager window displays the contents of the CD-ROM. From the File Manager, double click the setup.sh file. The Action: Run box appears. Click OK to continue installation. •If the /cdrom/cdrom0 directory is empty because the CD-ROM was not mounted, or if File Manager did not open a window displaying the contents of the CD-ROM, verify that the vold daemon is running by entering: # ps -e \| grep vold \| grep -v grep •If vold is running, the system displays /usr/sbin/vold. If the system does not display anything, restart the daemon by entering: # /usr/sbin/vold & •If the vold daemon is running but did not mount the CD-ROM, stop the vold daemon and then restart it. To stop the vold process, you must know the process identification number. If you do not know the process identification number, you can get it by entering: # ps -ef \| grep vold \| grep -v grep Step 4 Stop the vold process by entering: # kill -15 process_ID_number Step 5 Restart the vold process by entering: # /usr/sbin/vold & Step 6 If you encounter problems using the vold daemon, enter the following to mount the CD-ROM: # mount -F hsfs -r ro /dev/dsk/cxtyd0sz /cdrom/cdrom0 where x is the CD-ROM drive controller number, y is the CD-ROM drive SCSI ID number, and z is the slice of the partition on which the CD-ROM is located. Step 7 Use a text editor to create an /etc/dfs/dfstab file, if one does not exist. Step 8 Add the following line to the /etc/dfs/dfstab file: share -F nfs -o ro /cdrom/cdrom0 Step 9 Make sure your remote machine is enabled as an NFS server by entering: # ps -ef \| grep nfs \| grep -v grep The output of this command indicates whether the /usr/lib/nfs/nfsd and /usr/lib/nfs/mountd daemons are running. If they are not running, enable your machine as an NFS server by entering: # /etc/init.d/nfs.server start If your machine is enabled as an NFS server, enter one of the following: # share # shareall Step 10 Go to the machine on which you are installing VMS. Step 11 Log in as superuser by entering the command su and the root password, or log in as root. Step 12 Create a /cdrom directory, if one does not already exist, by entering: # mkdir -p /cdrom/fmc12 Step 13 To mount the CD-ROM drive, enter: # /usr/sbin/mount -r remote_machine_name:/cdrom/cdrom0 /cdrom/fmc12 You have now mounted the CD-ROM drive. Unmounting the CD-ROM Drive After you complete the VMS installation, unmount the CD-ROM drive and eject the CD-ROM. Step 1 To unmount a local CD-ROM drive: a. Log in as root. b. Enter: # cd # umount /cdrom/cdrom0 # eject Step 2 To unmount a remote CD-ROM drive: a. As root, enter the following on the local machine: # umount /cdrom/fmc12 b. As root, enter the following on the remote machine: # umount /cdrom/cdrom0 # eject Installing on Solaris 8 with Sun Update 110934-20 CSCsa34490 Common Services will not install on Solaris 8 if Sun patch 110934-20 or later is installed. This affects only Solaris 8 servers, not Solaris 7. To work around this, create a user install with root privileges. If an install user already exists, that user's ID must be modified to grant root equivalency (that is, set the User ID to 0). Caution After installation completes, these changes must be reverted to prevent a potential security problem. Workaround for Firewall No Workflow Mode in GENERATE_OPEN State CSCsa39635 No Workflow mode hangs database in GENERATE_OPEN state. If you install and run every component, your Solaris server might not have enough SQL database handles available to satisfy the requirements of Firewall MC when it operates in "no workflow" mode. To work around this problem, use "workflow" mode by doing the following: Step 1 Reboot the server on which you installed VMS. Note To learn more, read about CSCsa39341 at: http://www.cisco.com/pcgi-bin/Support/Bugtool/home.pl (You will be prompted to log into Cisco.com.). On your client workstation, enable the address bar or location bar for your browser application, then open https://<ServerName_or_IP_address>/pixmdc/pixmdcServlet?locId=1. Step 2 Select Admin > Workflow Setup. Step 3 Select Use Workflow, then click Apply. Step 4 Select Workflow > Activity Management, then select whichever activity has the Generate_open entry in the State column. Step 5 Click Cancel. Step 6 Your browser refreshes and your selection reverts to the Edit state. Step 7 Reselect the activity whose state you changed, then click Reject. Step 8 (Optional) To use "no workflow" mode, return to Admin > Workflow Setup, then deselect Use Workflow and click Apply. Workaround for Performance Monitor if Groups Missing or Reports Empty CSCsb26766 MCP has to be uninstalled and reinstalled if one of the following is true: •The default system-defined device groups are missing. •The Category/Sub Categroy list in Reports are empty. Viewing and Changing Process Status You can view the status of any process by selecting Server Configuration > Administration > Process Management > Process Status from the CiscoWorks server navigation tree. If you have difficulty starting any of the windows, verify that the processes associated with VMS are running. Note From the browser, only users with administrator privileges can start and stop processes. From the server, only users with local administrator privileges can start and stop processes. If any process is not running, you can restart it from the CiscoWorks Desktop or from the server. Restarting Processes from CiscoWorks Desktop To restart processes from the CiscoWorks Desktop: Step 1 Select Server Configuration > Administration > Process Management > Start Process. Step 2 Enter pdexec Process Name from the command line. Step 3 Do one of the following: •Click the System radio button to start all processes from the Start Process page. •Click the Process radio button and use the scroll down menu to select the specific process to start. Note If you select specific processes, the process dependencies are not started automatically. Step 4 Wait 5 minutes. If the problem persists, see "Restarting Processes from the Server". Caution We recommend not stopping or starting all processes from the user interface, due to bug CSCsa46002, as this might cause component applications to fail after restart. See "Restarting Processes from the Server" if you need to stop or restart all processes. Restarting Processes from the Server Note You must stop all processes, then restart them for this method to work. To restart processes from the CiscoWorks server: Step 1 At the command prompt enter net stop crmdmgtd to stop all processes. Step 2 Enter net start crmdmgtd to start all processes. Browser Problems If you encounter problems with your browser: 1. Make sure you enable Java and JavaScript. If the desktop buttons do not work, Java and JavaScript might not enabled. 2. Make sure the browser cache is not set to zero. 3. Do not resize the browser window while the desktop main page is loading. This can cause a Java error. 4. If you use a popup blocker utility on any client you use to access the CiscoWorks server, then popup windows used by VMS components are blocked. Make sure that you disable popup blockers on all clients you use to access the CiscoWorks server. 5. Some VMS components support only one browser page. However, Internet Explorer does not prevent you from creating multiple browser pages. If you use multiple pages on one client computer to contact the same CiscoWorks server, the results are unpredictable. Use only one browser page to contact the CiscoWorks server on each client. 6. For more information about setting up browsers, see the Installation and Setup Guide for CiscoWorks Common Services 2.2 (includes CiscoView 5.5) on Windows at: http://www.cisco.com/en/US/docs/net_mgmt/ciscoworks_common_services_software/2.2/cd_one/installation/windows/guide/InstallSetupGuideForComSerCVWin.pdf. Using the Support Utility Each time you run the support utility (mdcsupport), the previous MDCSupportInformation file is overwritten. You can change the output location for the file by supplying the desired drive and path as an argument to the support utility. The filename is MDCSupportInformation.tar. Additionally, the utility runs any support utilities that were installed and registered by client applications. The output from the client application support utilities is included in the file. To change the output location for the mdcsupport utility file: Step 1 From the CiscoWorks Common Services server, enter mdcsupport at the command prompt. To change the location in which to create the MDCSupportInformation file, enter mdcsupport <drive and path information> at the prompt. Caution After you receive the message Database backup completed, the prompt does not return for approximately 10 seconds. Do not close the command prompt window before the prompt returns. If you close the window before the prompt returns, the mdcsupport utility fails and does not operate properly. Step 2 If you are asked do so, submit the resulting .zip file to TAC. The TAC representative provides the method and location. Calling the Technical Assistance Center (TAC) If you had any errors during installation, check the installation log in the root directory on the drive where the operating system is installed. Each installation creates a log file. For example, the Common Services installation creates SystemDrive:\CiscoWorks_setupxxx.log, where xxx is the log file for the last CiscoWorks application installed. If you request assistance, the Technical Assistance Center (TAC) might ask you to send them the installation log. If you had problems while installing VMS, do the following before calling TAC: 1. Make sure the system hardware and software requirements are met. 2. Make sure the disk space is not full. You can generate the MDCSupportInformation file from the VMS user interface. This method is recommended; however, if you cannot access the user interface, use the mdcsupport command line utility. The default location of the utility is c:\Program_Files\CSCOpx\MDC\bin To generate the MDCSupportInformation file: Step 1 Select Admin > Support. The Support page appears. Step 2 Enter the path to the directory in which to store the support file you generate. You can click Browse to navigate to the directory. Step 3 Click Execute. The Support Tools window opens and informs you that the file is being generated. You can click Refresh to update the display. You are notified when the process is complete. Caution We recommend that you rename the file for your own purposes. If you generate another support file in the same directory, you overwrite the previously generated file.
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