Installing the VPN/Security Management Solution (VMS) 2.3 on Windows
Troubleshooting Installation
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Table Of Contents

Troubleshooting Installation

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:

•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)

Workaround for Performance Monitor if Groups Missing or Reports Empty

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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/products/sw/cscowork/ps3996/products_user_guide_list.html.

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.