Troubleshooting the PPT

 

 

The user may face issues while working with PPT or even while installing/uninstalling it. This appendix provides information on troubleshooting the following possible issues:

•	Issues Pertaining to Installation

•	Issues Pertaining to PPT Startup

•	Issues Pertaining to Login

•	Issues Related to the Web Browser

•	Issues Pertaining to CORBA Communication

•	Issues Pertaining to the Process Monitor (PSMON)

•	Issues Pertaining to XML-RPC Communication

 

Issues Pertaining to Installation

Problem:	Installer window doesn't appear.
Possible Cause(s):	• If you received the “ERROR: could not initialize interface awt - exception: java.lang.InternalError: Cannot connect to X11 window server using ':0.0' as the value of the DISPLAY variable.” message, the display settings of your terminal program may be incorrect, or the X-Windows client (e.g. Exceed and Xming) is not running on the client machine. • The /var/tmp directory may be full.
Action(s):	• Verify the display settings of the terminal application on the client machine are correct. • Verify that Exceed is installed properly on the client machine. • Determine the status of the /var/tmp directory by entering the df -k command. If it is at or near capacity, choose another directory for the Host Base Directory parameter setting. This parameter can be set via the installation process.

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Problem:	Received “Unable to install Policy Provisioning Tool <version> over Policy Provisioning Tool: Installed product has newer version.” message when attempting installation.
Possible Cause(s):	• A later version of the PPT is already installed. • A previously installed version of the PPT was not installed successfully, or was uninstalled incorrectly.
Action(s):	• Completely uninstall the current version and install the desired version.

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Issues Pertaining to PPT Startup

Problem:	Postgres doesn't start.
Possible Cause(s):	• A .s.PGSQL.xxxx.lock lock file is present in the /tmp directory prior to starting postgres. Here xxxx is the port number • Shared resources are not released after another Postgres instance was terminated. • The PostgreSQL system environment variables were not configured properly prior to installation.
Action(s):	• If the lock file is present, delete it using the rm .s.PGSQL.xxxx.lock command. • Determine if a previous Postgres instance is still using system resources by entering the ipcs command. If it is, clear the resources by entering the ipcrm command. • Ensure that the PostgreSQL system environment variables were configured properly using the information in Installing the PPT Software chapter of this guide.

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Issues Pertaining to Login

Problem:	Could not login to PPT.
Possible Cause(s):	Invalid user name or password.
Action(s):	Verify that the username and password you are entering is correct. Contact Cisco support for further assistance.

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Problem:	Post login window does not appear, or even no error message is displayed.
Possible Cause(s):	Pop-ups are blocked in the Internet browser settings.
Action(s):	The solution is to allow pop ups for this site (either by adding it as an exception in the browser configuration or allow pop ups temporarily). Contact Cisco support for further assistance.

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Problem:	Post login window opens after successful login, but focus is not given to it.
Possible Cause(s):	Mozilla Firefox is being used and Java Script settings are not done as required for this site.
Action(s):	Click Tools menu -> Option sub menu -> Content tab -> Click the Enable JavaScript check box -> Click the Advanced button -> Click the Raise or lower windows check box -> Click OK.

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Issues Related to the Web Browser

Problem:	PPT application doesn’t invoke on client machine or takes too long to load
Possible Cause(s):	A non-recommended Web browser is being used.
Action(s):	Use the recommended Web browser, Internet Explorer (7 or higher version) or Firefox (3.5 or higher version). Install it, if it is not present.

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Problem:	PPT client shows old information which must have changed with the newer installed version or build.
Possible Cause(s):	Old information might be populated from the browser cache.
Action(s):	Cleanup the temporary Internet cache of your browser and re-invoke the PPT client application.

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Issues Pertaining to CORBA Communication

Problem:	IMG is unmanageable.
Possible Cause(s):	• The PPT can’t communicate with the Cisco IPCF due to network issues. • There is an ORBEM client identification mismatch between the IPCF and PPT. • The ORBEM client on the IPCF is disabled. • There is an IIOP port configuration mismatch between the IPCF and PPT. • The IIOP transport parameter on the IPCF is not enabled. The IPCF is unmanageable.
Action(s):	• Ensure ICMP connectivity between IPCF and the PPT Server using the ping <ppt_server_ip_address> command from the IPCF’ command prompt. Refer to the Command Line Interface Reference for more information on using this command. • Verify that the ORBEM client identification on the IPCF matches with that configured on the PPT. The configuration of this parameter on the IPCF can be determined by entering the show configuration | grep client command. On the PPT, check for the ASID (Application Server ID) and Port on the view IPCF screen. Change these settings as needed. • Check the status of the ORBEM client on the IPCF by executing the show orbem client id <client_id> command on the IPCF. The “State” should be “Enabled”. If the “State” is “Disabled”, execute the activate client id <client_id> command in the ORBEM Configuration Mode and check the status again-- it should now be “Enabled”. • Verify that the configuration of the IIOP port on the IPCF matches that configured for the PPT. The configuration of this parameter on the IPCF can be determined by entering the show configuration | grep “TCP-port”. On the PPT, check for the ASID (Application Server ID) and Port on the view IPCF screen. Change these settings as needed. • Verify that the IIOP transport parameter is enabled on the chassis by entering the show orbem status | grep iiop-transport command. If it is not, enable using the instructions found in the Intelligent Policy Control Function Administration Guide.

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Issues Pertaining to the Process Monitor (PSMON)

Problem:	PPT processes are not restarted after a crash.
Possible Cause(s):	• PSMON is not running • Invalid PSMON configuration • The PSMON may have given up after performing multiple retries in a specific duration
Action(s):	• Verify that PSMON is running by entering the ./pptctl status psmon command. • Verify that PSMON is configured with the proper entries to start PPT processes. These entries may not be available if they were not selected for monitoring during the installation process. • The PSMON tries to restart the processes for “numretry” time within a duration of “tmintval” (refer to etc/psmon.conf) per process. If the process still doesn't start, PSMON no longer monitors this process. Please check the <PPT_install_dir>/3rdparty/psmon/psmon.log for details. Try restarting the process using the pptctl script.

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Issues Pertaining to XML-RPC Communication

Problem:	SSC is unmanageable
Possible Cause(s):	• The PPT can’t communicate with the SSC due to network issues. • There is an SSC Port configuration mismatch between the SSC and PPT
Action(s):	• Ensure that the ICMP connectivity between the SSC and PPT using the ping <ssc_ip_addr> command from the PPT shell prompt. • Verify that the configuration of the SSC port matches with that configured for the PPT. The configuration of this parameter on SSC can be determined by entering the command grep Listen 3rdparty/apache/conf/httpd.conf. On the PPT, check for the SSC port on the View SSC detail screen. Change these settings as required. • Verify that the apache server is running on SSC using command sscadm status.

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Issues Pertaining to Uninstallation

Problem:	Uninstalling the PPT failed with error java.lang.OutOfMemoryError.
Possible Cause(s):	Memory heap size fell short.
Action(s):	• Open the file <PPT_install_dir>/Uninstall_PolicyProvisioningTool/Uninstall_PolicyProvisioningTool.lax • Search for the key string "lax.nl.java.option.java.heap.size.max". The value would be "134217728" (128MB). • Change this value to "268435456" (256MB). • Save the file and rerun to the un-installer.

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