Revised: January 10, 2011, OL-21065-03
If you encounter a problem while using the Cisco Service Control Application Reporter (SCA Reporter), use the information in this appendix to help isolate its cause. The procedures in this appendix assume that you are troubleshooting the initial system startup, and that the GUI is in the original factory configuration. If you have changed any default settings, the recommendations in this appendix might not apply.
•Using the Troubleshooting Appendix
•Troubleshooting Setup Errors
•Troubleshooting Using the Command Line Interface
•Troubleshooting Parameter Definition Errors
•Checking System Conditions
•Viewing the Error Log
•Viewing the Installed Version of Report Templates
Using the Troubleshooting Appendix
This appendix describes the subsystems available for efficient problem solving. After applying the solutions in this appendix, if you are still unable to solve an issue, contact a customer service representative for assistance. Provide the representative with the following information:
•Type of software and release number
•Brief description of issue
•Brief explanation of the steps taken to isolate and resolve the issue
•Maintenance agreement or warranty information
While working in the SCA reporter, you can also access online help.
Searching the Help menu allows you to learn more about the SCA Reporter while you are working. You can get assistance with the following functions from the Help menu:
•Creating a Basic Configuration
•Accessing Online Help
•Checking System Conditions
•Installing and Upgrading Templates
•Viewing Plug-in Details
You can also access online help while working in the SCA Reporter (see Using Online Help, page 2-23).
Troubleshooting Setup Errors
If the GUI does not open, check the following:
•Ensure adequate memory is installed and available.
•Uninstall an old release before installing a new release.
•Ensure that the database is installed and populated.
•Ensure that the IP address of the computer is not connected to another device.
Troubleshooting Using the Command Line Interface
To assist you in using and troubleshooting the SCA reporter command line interface (CLI), refer to the following sections in either Cisco SCE8000 CLI Command Reference or Cisco SCE 2000 or SCE 1000 CLI Command Reference:
•CLI Help Features
•Navigational and Shortcut Features
•Managing Command Output
Troubleshooting Parameter Definition Errors
In this example, a mandatory property is not set (Figure B-1).
Figure B-1 Mandatory Property Not Set
When the report instance is executed, an error message appears (Figure B-2).
Figure B-2 Error Message
To view specifics on an error, click Details (Figure B-3).
Figure B-3 Error Message Details
Checking System Conditions
You can check the system conditions to ascertain if:
•Database connection is defined correctly and that the connection is active
•System is correctly configured
Step 1 From the Main menu, choose Help > Check Conditions. A Condition testing message appears (Figure B-4).
Figure B-4 Condition Testing Message
Step 2 Click OK.
Viewing the Error Log
To configure debug message logging, see the "Configuring the SCA Reporter" section on page 2-11. When this mode is activated, you can view the error log.
Step 1 From the Main menu, choose Help > About SCA Reporter.
The About SCA Reporter dialog box appears.
Step 2 Click Configuration Details.
Step 3 Click View Error Log.
Viewing the Installed Version of Report Templates
When a database structure changes but the repository is not updated, Template Repository errors may exist (see the "Installing and Upgrading SCA Reporter Templates" section on page A-1).
Note Before the installation, you may need to update the files used for installation and upgrade.
Step 1 From the Main menu, choose Help > About SCA Reporter. The About SCA Reporter dialog box appears.
Step 2 Click Plug-in Details. The About SCA Reporter Plug-ins dialog box appears.
Step 3 Verify that the version of SCA BB Templates is correct.
Step 4 Click OK. The About SCA Reporter Plug-ins dialog box closes.
Step 5 Click OK. The About SCA Reporter dialog box closes.