Installing CiscoWorks Common Services 1.0 on Windows 2000
Troubleshooting
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Troubleshooting

Troubleshooting

Refer to the following information if you encounter problems while attempting to install CiscoWorks Common Services:

Understanding CiscoWorks Common Services Installation Errors and Error Messages

Table A-1 shows installation errors and error messages, their probable causes, and possible solutions.


Table A-1: Installation Errors and Error Messages

Error

Probable Cause

 Possible Solution

The installation appears to "hang" during file copy.

A dialog box or installation message appeared behind the main installation window.

Minimize the installation window and look for a dialog box or popup window. The installation continues after you respond to the message or dialog box.

"dmgte.exe has generated errors"

This error occurs during uninstallation. It is caused by a service being shut down.

Click OK to close the message. The error does not affect the uninstallation.

"Two passwords don't match."

Entering a password in a Password or Confirm field in error.

Re-enter the password in both fields.

"The selected drive <install_path> has a(n) FAT32 filesystem. The filesystem does not support file security."

You are installing CiscoWorks Common Services on a FAT32 file system.

Although CiscoWorks Common Services will run on the FAT32 file system, it has not been tested, and is therefore not supported, on FAT32.

1. Cancel the installation.

2. Convert the file system to NTFS (refer to the convert command information in the Windows help system for information about converting a FAT32 file system to NTFS).

3. Restart the installation.

"WARNING: Memory in your system is less than the minimum requirement. It may affect the performance"

Your system memory does not meet the minimum requirement.

Although you can install CiscoWorks Common Services on a system with less than the minimum memory requirement, system performance will suffer if you do so. Install memory on the server so that it meets the minimum requirements.

"Your license file was corrupt or not copied correctly. Please try again."

Your demo license is expired or your license file is corrupt.

If your demo license is expired, purchase a new license. Otherwise, contact the TAC to replace a corrupted license.

"The password entered is not valid for the account logged in. Please try again."

The password you entered does not match the password used to log in to Windows.

Enter the password used to log in to Windows.

"Blank <service> port is not allowed. Please enter a number between 1 and 65535."

You left a port number blank in the install wizard.

Verify that you have entered a port number for the service mentioned in the error.

"The <service> port number is out of range. Please verify that it is between 1 and 65535 and try again."

When changing a default port number, you entered a number that was out of range.

Enter a number from 1 to 65535 for the service mentioned in the error.

The CSCOpx directory remains after performing an uninstall.

A user was connected to CiscoWorks Common Services when the uninstall was performed.

Delete the CSCOpx directory.

The CiscoWorks Common Services install wizard warns you that the CSCOpx is not empty.

The CSCOpx directory was not removed during the previous uninstall. This is usually caused by a user being connected to CiscoWorks Common Services when the uninstall is performed.

Cancel the installation, delete the CSCOpx/MDC directory, and restart the installation.

The client applications fail to load.

The client applications may have been installed using a different Windows user account than CiscoWorks Common Services.

Uninstall the client applications and reinstall them using the same Windows account used to install CiscoWorks Common Services.

Accessing the CiscoWorks Common Services pages give a "page not found" error or the CiscoWorks Common Services services do not start.

One or more of the CiscoWorks Common Services services may be stopped. The services can be stopped for several reasons:

  • Conflicts with another application on the server.

  • Changing the Windows password. This is common where domain-level policy requires regular password changes.

  • The user who installed CiscoWorks Common Services had domain-level administrator privileges, but not local privileges.

To resolve this issue, perform the following steps in the order presented:

1. Restart the CiscoWorks Common Services services. Refer to Restarting CiscoWorks Common Services Services.

2. If restarting the services did not solve the problem, verify that the service passwords match the password for the Windows account used to install CiscoWorks Common Services. Refer to Changing Service Passwords.

3. If restarting the services or changing the service passwords did not solve the problem, uninstall CiscoWorks Common Services and reinstall using a Windows user account with local administrator privileges. Make sure that the ports used by CiscoWorks Common Services do not conflict with the ports used by other applications on the server.

The CiscoWorks Common Services login page does not appear.

You have an incompatible version of the Sun Microsystems Java Runtime Environment installed on the client system.

Try the following:

  • Remove the incompatible JRE from the system, close all browser sessions, and access CiscoWorks Common Services again.

  • Access the login page using http:// <server>:1741/login.html.


Restarting CiscoWorks Common Services Services

CiscoWorks Common Services installs the following services on Windows:

Note   The list does not include the standard CiscoWorks services that CiscoWorks Common Services installs when in standalone configuration. CiscoWorks Common Services does not rely on any Windows services other than those required for proper Windows operation.
  • CW2000 Daemon Manager

  • CW2000 Device Agent Framework

  • CW2000 KRS Database

  • CW2000 Lock Manager

  • CW2000 Sybase Server

  • CW2000 Tomcat Servlet Engine

To view the status of or to restart CiscoWorks Common Services services, follow these steps:

Step 1   Select Start > Settings > Control Panel from the Windows taskbar.

The Windows Control Panel appears.

Step 2   Double-click Administrative Tools.

The Administrative Tools window appears.

Step 3   Double-click Services.

A list of installed services appears. Scroll down the list until you see the CiscoWorks Common Services services listed above. All services should have a status of "Started".

Step 4   To restart a stopped service, follow these steps:

   a. Right-click the CW2000 Daemon Manager service.

Note   The CW2000 Daemon Manager service controls the other CiscoWorks Common Services services. Always use the CW2000 Daemon Manager service to stop and start CiscoWorks Common Services services.

   b. Select Stop from the shortcut menu.

The CW2000 Daemon Manager service shuts down. It may take a few minutes to complete the shutdown process. When the process is complete, all CiscoWorks Common Services services should be stopped.

   c. Right-click the CW2000 Daemon Manager service again.

   d. Select Start from the shortcut menu.

The CW2000 Daemon Manager service starts up. The startup may take a few minutes to complete. Once started, the CW2000 Daemon Manager service starts each of the other CiscoWorks Common Services services. You may have to refresh the screen by pressing F5 to see the other services start.

Changing Service Passwords

The following CiscoWorks Common Services services require their passwords to be synchronized with the password of the Windows account used to install CiscoWorks Common Services:

  • CW2000 Device Agent Framework

  • CW2000 KRS Database

  • CW2000 Lock Manager

  • CW2000 Tomcat Servlet Engine

Whenever the password for the Windows account that was used to install CiscoWorks Common Services changes, you need to manually change the password for the listed services. If you do not, the services will not start, causing CiscoWorks Common Services features to not load properly.

The need to change the passwords typically occurs in environments where security settings require password changes at regular intervals.

To change the passwords for the CiscoWorks Common Services services, follow these steps:

Step 1   Select Start > Settings > Control Panel from the Windows taskbar.

The Windows Control Panel appears.

Step 2   Double-click Administrative Tools.

The Administrative Tools window appears.

Step 3   Double-click Services.

A list of installed services appears. Scroll down the list until you see the CiscoWorks Common Services services listed above.

Step 4   For each service listed above, follow these steps:

   a. Double-click the service name.

The service properties dialog box appears.

   b. Click the Log On tab.

   c. Enter the new Windows password in the Password field.

   d. Re-enter the password in the Confirm Password field.

   e. Click OK.

The dialog box closes and the password for the selected service is changed.

Viewing CiscoWorks Common Services Log Files

You can use CiscoWorks Common Services log files to diagnose and resolve installation and use issues. When assisting you with a problem, Cisco TAC representatives may request that you submit one or more of the log files shown in Table A-2.


Table A-2: CiscoWorks Common Services Log Files
Log File Location

Installation

The root of the drive where Windows is installed. The log file is named cw2000_in001.log. A new log file is created for each install attempt, with the number in the log file name incremented each time the log is created.

Apache

<install_path>/CSCOpx/MDC/Apache/logs/

Tomcat

<install_path>/CSCOpx/MDC/tomcat/logs/

backup-restore

<install_path>/CSCOpx/MDC/etc/backup-restore/debug-log/

Note   The log file in this directory is overwritten each time a backup or restore is performed.

daemon logs

<install_path>/log/

CiscoWorks2000 Server (if installed)

<install_path>/CSCOpx/lib/jrun/jsm-cw2000/logs/


To view the log files, open them in a text editor.

Contacting the Technical Assistance Center (TAC)

If you have a problem while installing CiscoWorks Common Services, before calling the TAC:

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

  • Make sure the hard disk is not full.

  • Make sure the CD-ROM drive is operating correctly.

If the above conditions are met, and you are still having problems installing CiscoWorks Common Services, contact TAC. The TAC representative may ask you to send the installation log file, c:\cw2000_in001.log (or the log file with the highest number, for example cw2000_in021.log). You should also be ready to provide the error message that you received, if any.