Document ID: 15942
The Cisco Building Broadband Service Manager (BBSM) is a subscriber management software package for a public local-area network (LAN) server that provides "an Internet Service Provider (ISP) in a box". For end users in the network, Cisco BBSM provisions, tracks, and provides billing support for access to the Internet. The BBSM software is provided on a server.
BBSM consists of a dedicated server, usually located at this site, as well as switches, routers, and cables to connect each end user port to the server. The end user connects to the server when the user connects to an end user port.
When a Web browser such as Internet Explorer or Netscape Communicator is opened, the browser automatically searches for Internet access. The browser finds the BBSM Welcome page, which indicates a connection to the BBSM server but not to the Internet.
At this point, the BBSM software has already identified the Media Access Control (MAC) address of the end user's computer, queried all switches on the network in order to determine the location of the end user, and assigned a temporary IP address to the end user's location. After you press the Connect button, the BBSM software designates the end user port as active. If relevant, billing information is processed for that end port. The end user now has a connection to the Internet.
This figure shows a typical BBSM configuration.
There are no specific requirements for this document.
This document is not restricted to specific software and hardware versions.
The information in this document was created from the devices in a specific lab environment. All of the devices used in this document started with a cleared (default) configuration. If your network is live, make sure that you understand the potential impact of any command.
Refer to Cisco Technical Tips Conventions for more information on document conventions.
Before you troubleshoot, verify that user equipment meets the basic requirements for BBSM:
|BBSM Compatible Client Operating Systems/Versions|
|Windows Me||Macintosh OS 9, X|
|Red Hat Linux 6.1 - 7.1|
|Windows NT 4.0 Workstation||Open BSD|
|Windows NT 4.0 Server||Turbo Linux|
|Windows NT 4.0 Enterprise Server|
|Windows 2000 Professional||Versions 7 and 8|
|Windows 2000 Server|
|Windows 2000 Advanced Server||BEOS|
|BEOS Version 4.5 or higher|
Note: The configuration of advanced services such as Domain Name System (DNS), Interim-Interswitch Signaling (IIS), and Dynamic Host Configuration Protocol (DHCP) on a server product can cause conflicts that result in connection problems.
BBSM 5.0 Server Software
Windows 2000 Server CD
Cisco BBSM 5.0 CD
Microsoft Proxy Server 2.0 CD
BBSM 5.1 Server Software
Windows 2000 Server CD
Cisco BBSM 5.1 CD
Microsoft Industry-Standard Architecture (ISA) Server
|MSDE||MSDE is the database used in order to store necessary informtion for BBSM.|
|BBSM Access Policy||Allows billing methods and access policies|
|IIS||Provides Web services|
|Proxy 2.0||Proxy support for BBSM 5.0|
|ISA Server||Proxy support for BBSM 5.1|
|MSMQ||Provides data transport between IIS and MSDE|
|AtDial||Core Service of BBSM software|
|Athdmn||Sends billing information to the Property Management System (PMS) server|
|DHCP Server||Provides non-static clients with IP addresses and related information|
|DNS Server||Transcribes a fully-qualified domain name to an IP address; for example, www.cisco.com to220.127.116.11|
X.Y designates the release numbers as such:
All cards are standard Ethernet cards running at 10 Mbps or 10/100 Mbps. Apple uses a Farallon or IBM network card that is built into the device.
BBSM supports Internet Explorer 4.0 and later and Netscape Communicator 4.0 and later as the client Web browser.
|BBSM Supported Ethernet and Wireless Network Cards|
|BBSM Supported Ethernet Cards — 10 Mbps or 10/100 Mbps||BBSM Supported Wireless Cards — IEEE 802.11b WiFi Compliant|
|3COM||Cisco Aironet 340 or 350|
|Linksys||Breeze COM DS.11|
|US Robotics||ORiNOCO or Lucent or Wavelan|
This section lists the most common error messages and support steps to help resolve each. Error messages are arranged alphabetically by topic.
For more details on BBSM and WEBConfig, consult the Cisco Building Broadband Service Manager Software Configuration Guide (78-12742-01). For the most up-to-date information and caveats on BBSM, consult the Cisco Building Broadband Service Manager 5.x Release Notes (OL-1044-01) available at www.cisco.com under Aggregation Solutions in the Documentation area.
|Symptoms||Users cannot send or receive e-mail with their normal ISP account while connected to the BBSM service. Users can either receive e-mail or not.|
|Cause 1||The user's ISP does not accept e-mail from unrecognized sources or IP addresses. This does not allow the the user's e-mail server to be used as a SPAM gateway. Normally, the user's computer receives its IP address from the ISP itself, so this address is recognized as a valid source address. When the user logs on to the BBSM network, the user's computer receives its IP address from the BBSM server. Therefore, the ISP sees this address as foreign. When the user tries to send an e-mail to this server, the server ignores the e-mail since the server does not recognize the source IP address as an address on its own network.|
If the BBSM network provider has set up an Simple Mail Transfer
Protocol (SMTP) server in order to resolve this problem, the IP address of that
server can be configured within BBSM. BBSM then intercepts all SMTP packets and
forwards the packets to the IP address. This solution precludes the need for
users to reconfigure their e-mail program. Set the SMTP forwarding address as
|Cause 2||The user normally connects to the Internet through their corporate network, which is behind a firewall.|
|Resolution 2||In this instance, users must tunnel into their corporate network in order to receive e-mail. See Resolution 1 in order to only allow the users to send mail.|
Proxy Local Address Tables (LAT) add routes to the RRAS tables. These LAT table settings are needed for proper BBSM operation.
|Cause||The LAT tables in IIS under Web Proxy are not set up correctly.|
|Note:||If you are prompted to save console settings, select No.|
|Symptoms||Billing is not posted to the Property Management Systme (PMS).|
|Cause 1||The Athdmn service is not started. This service must be set to start automatically.|
|Cause 2||BBSM is not set up for PMS billing.|
|Cause 3||The PMS is not connected to the BBSM server.|
|Cause 4||Some PMSs require that a room is "checked in" before the PMS accepts a charge for the folio. This is most likely to occur during the final stages of an installation.|
|Resolution 4||Have someone at the front desk temporarily check the technician into the room. Once the PMS test is successfully completed, the front desk can then "check out" the technician.|
|Note:||It is useful to request a print out of the BBSM room charge for future use. The property staff can then delete the charges to the guest folio created by the test.|
|Symptoms||The client gets redirected to the radiusclearfail.asp screen over and over again.|
|Cause||Remote Authentication Dial-In User Service (RADIUS) is not correctly configured on the BBSM server.|
|Symptoms||Immediately after a site regroom, the BBSM network no longer functions correctly.|
|Cause||A regroom occurs when all IP addresses are changed on a site. It is possible for this to occur because the ISP has changed or more IP addresses are needed. Therefore the ISP sent a new IP scheme. If a regroom is performed incorrectly or incompletely, problems occur.|
Verify the WEBConfig information and change this information if
|Symptoms||The user is unable to access the BBSM start page and receives the RME 19+7 error message.|
|Cause 1||The user attempts to connect to BBSM through an unsupported switch or though a switch that has not been set up within BBSM.|
|Note:||The port map could need to be updated if any changes were made to the switch information.|
|Cause 2||A previously generated port map has been corrupted. One or more switches were added to this site, and the port map was not updated or a port map was never generated for this site.|
Update or generate the port map with these instructions:
|Note:||If the BBSM server is part of a Building Broadband Service Director (BBSD) network, the port map can be restored if no changes have occurred on site since the last valid backup was performed. See the BBSD documentation on how to perform this restoration.|
|Caution:||If existing switches are not temporarily disabled durind a port map update, the existing port map is erased and the entire property has to be remapped.|
|Cause 3||The SNMP read-write community string on the switch does not match the BBSM server.|
|Resolution 3||Change the SNMP read-write community string to match both the server and the switch. Refer to the for more information.|
|Cause 4||A previously configured switch has lost its configuration.|
|Resolution 4||Reconfigure the switch with the correct IP parameters. These parameters can be obtained from an up-to-date copy of the network diagram.|
|Note:||An on-site technician must perform this step.|
One of these symptoms occurs:
|Cause||All of these symptoms indicate that a network switch was disconnected. The problem could be a bad Ethernet cable, an unplugged Ethernet or power cable, or the switch itself could malfunction. If a switch is merely mis-configured, traffic still passes through. Thus, the client receives a DHCP address, and switches located downstream of the suspected switch are reachable by support personnel.|
Determine the most likely location of the failure with utilities
such as ping and Telnet as well as the network diagram. Use this
|Note 1:||Switch-to-switch and router-to-computer connections require a crossover cable. Switch-to-computer connections require a straight-through cable.|
|Caution:||If you replace switches or move cables, return the same cables to the exact same port. If you do not, the port map is invalidated.|
|Note 2:||The resolution to this problem could require a technician on site to perform troubleshooting. Check the network diagram in order to determine which, if any, switches are downstream of the suspected switch. It is possible that the network diagram does not reflect recent changes.|
This diagram represents Straight-Through Cable Wiring:
This diagram represents Crossover Cable Wiring:
|Symptoms||The user receives the you are connected but... error message.|
|Cause 1||The DNS server is not set to obtain DNS information from the Internet.|
Enter the IP address of the ISP's DNS server:
|Cause 2||The DNS Service has cached bad information or is not started.|
In order to restart the DNS Server:
|Cause 3||The Internet could be slow or the site could be unresponsive.|
|Resolution 3||Have the user try again later or try another site on the Internet.|
|Cause 4||The Internet connection (T-1 or T-3) from the ISP to the site could be down.|
|Resolution 4||Submit a trouble call with the ISP.|
|Updated: Oct 26, 2005||Document ID: 15942|