This document describes how to troubleshoot issues that are related to the Cisco Common Services Platform Collector (CSPC).

Note: If the issue that you encounter is connected to the Smart Net Total Care™ portal, then the information in this document can help. If your issue is related to third-party collectors (such as Netformx and SolarWinds), then you must contact the third-party collector support team directly.

CSPC Versions 2.6 and Earlier

If you currently run CSPC Version 2.6.x or earlier, and you encounter an issue, we recommend that you migrate to the latest version.

An LCM patch installation is available in order to simplify updates to the CSPC GUI via the addition of the Update tab in CSPC Versions 2.6.x and earlier. Refer to the CSPC Upgrade Guide for details.

CSPC Versions 2.7 and Later

This section provides information that you can use in order to troubleshoot CSPC Versions 2.7 and later.

Cannot Log into the Collector GUI

There are multiple causes that might affect your ability to log into the CSPC GUI. This section outlines the most common causes.

You Receive an Error About the Connection to the GUI

Complete these actions in order to troubleshoot this issue:

• Verify that your connection attempts to the GUI use this address: https://<IP of the collector>:8001.
• Verify that your connection attempts use HTTPS, not HTTP.
• Ensure that you connect over port 8001 with :8001 and that the port is not blocked over the network.
• If you receive an error that is related to the Secure Sockets Layer (SSL) certificate (This site is unsafe), bypass the error in order to continue to the collector login page.

You Are Prompted for an Entitlement File

Complete these actions in order to troubleshoot this issue:

1. Navigate to the Smart Net Total Care portal in order to generate an entitlement.
2. Close any splash screens, if applicable.
3. Select Library > Administration > All Collectors in the left pane.
4. Choose Generate a New CSPC entitlement in the Actions dropdown menu.
5. Complete these fields:
• CSPC name – This should match the server hostname, or any name that is used in order to identify the collector on your network. Do not use any special characters.
• Inventory name – You can use the same name here that you entered for the CSPC name, followed by a dash and the word inventory (such as Hostname-inventory). You can also choose to use an alternative name for inventory identification.
6. Click Submit and wait for the popup window to appear, which allows you to download the zip file. Save the zip file to a known location.

   Caution: Do not unzip the file at this time.

7. Log into the CSPC with your username and password.
8. Select View/Upgrade Registration from the CSPC Help menu.
9. Click the Add new registration certificate button.
10. Navigate to the registration certificate that you saved in step 6. A progress indicator displays the status of the registration certificate upload.
11. After the upload is complete, click OK in order to close the message that indicates a successful upload.

The entitlement takes several minutes to apply, and then the collector reboots. Wait ten minutes, refresh the page, and the login prompt returns.

You Lost the Admin Password for the CLI

If you lost the admin password for the CLI, but you have the collectorlogin and root passwords, then complete these steps:

1. Establish a Secure Shell (SSH) connection to the collector and use collectorlogin instead of admin.
2. Enter the sudo passwd admin command.
3. Enter the root password at the prompt.
4. Establish an SSH connection and use admin.

Note: If you lost the admin password for the CLI, and you do not have the collectorlogin and root passwords, then you must re-deploy the collector. Refer to the CSPC Collector Quick Start Guide for more details.

Caution: Do not change the password for the admin GUI user, as it might cause undesirable outcomes.

Note: CSPC Versions 2.7 and later include the ability to recover the GUI password using a set of security questions created on first login.

Upload Does Not Appear in the Smart Net Total Care Portal

In order to verify your upload to the portal, log in and navigate to Library > Administration > Upload Processing. If you encounter any issues with the upload, then refer to the information that is provided in this section.

The Smart Net Total Care portal might show your upload as IN PROGRESS or FAILED. If the portal has not completely processed the upload, then the status displays as IN PROGRESS.

Dependent upon the number of devices that are included in the upload, the time that is required to process the upload can take up to 48 hours. Most customers schedule uploads on the weekend, which means that weekends and Mondays are peak hours for back-end processing. The time required to process the uploads on those days might take longer than usual.

Here are some indicators that an issue has occurred:

• If the status of your upload shows IN PROGRESS for more than 72 hours, then you should open a case with Cisco Technical Assistance Center (TAC) (requires an NLS1 or Smart Assist (CSAS) contract), or post a question in the Smart Net Total Care Community. You might be asked to attempt the upload again.
• If the status of your upload shows FAILED, then you must attempt a new upload or contact Cisco in order to have the upload reprocessed. In order to accomplish this, you can open a case with the Cisco TAC (requiring an NLS1 or CSAS contract) or post a question to the Smart Net Total Care Community. You cannot fix a failed upload on the collector-side.

Note: Uploads that remain in the IN PROGRESS state on the portal are periodically purged. As a best practice, only push one upload at a time either through the collection or the upload profiles.

If you cannot see your upload in the portal at all, then complete these steps:

Note: The Version 2.7 downloads work for all services, such as Smart Net Total Care, PSS, and Smart Care.

Tip: Visit the CSPC Download Software page in order to download the OVA.

1. Verify that the Collection Profile completed successfully.
   
   Log into the collector GUI and navigate to Reports > Inventory Reports. Find the entry that corresponds to your scheduled collection profile. You can now verify whether the collection profile has completed successfully, whether is started at all, or whether it is in progress:
   • Not Started – If the inventory status shows a blank space in the FirstRunTime column, then the inventory job that is scheduled has not yet run. Ensure that it has been scheduled properly. If it has, but it still has not started at the scheduled time, attempt to restart the server in order to terminate any locked processes.
   • In Progress – If the inventory status shows In Progress, then it is currently running. Wait until the process finishes. If it takes longer than 24 hours, restart the server in order to terminate any locked processes and restart the inventory.
   • Completed Successfully – The inventory has completed successfully if the state shows Completed and the status shows Success. If the state or status shows Failed, then your inventory did not complete successfully. You must then check the configuration of the Data Collection Profile and ensure that the inventory had an uninterrupted opportunity to complete.
     
     
2. Verify that the Collection Profile is scheduled.
   
   In the collector GUI, navigate to Settings > Manage Data Collection Profiles. A properly scheduled profile has a checkmark in the scheduled column. If the profile is not scheduled, then no new inventory runs. If this is the case, you must schedule it to run regularly, or run it manually:
   • In order to run a manual upload, navigate to Management > Run Data Collection Profile from the collector menu and select SNTC. If the collection profile is properly configured, then the upload occurs after the inventory completes.
   • In order to schedule your Collection Profile to run automatically, choose the profile, choose the option for modification, and then navigate to the Profile Details tab.
   • In order to schedule the inventory, check the Schedule Periodic Collection checkbox, and then click Configure Schedule. A window appears that allows you to select your preferred inventory schedule. Select your preferences and click OK.
     
     
3. Verify that the Collection Profile is configured to upload.
   
   Even when the inventory completes successfully, the collector might not have uploaded the data. In order to configure your collection profile to upload immediately after the inventory, navigate to Settings > Manage Data Collection Profiles and select Profile Details.
   
   Ensure that the Export upon successful execution of collection profile and Upload to Remote Server checkboxes are checked, verify that the File Name Prefix is sntc1x_VSEM (all of these settings should be selected by default on the 2.5 and later OVA), and then click OK.

   Tip: If you previously used an upload profile, delete it and perform these steps again in order to configure your collection profile for upload.

   
   
4. Verify that you have the proper access to the Cisco upload servers.
   
   Your Firewall must be configured in order to allow these IP addresses, host names, and ports so that the upload processes successfully:
   • 72.163.7.113 (TCP 443) concsoweb-prd.cisco.com 
   • 72.163.4.161 (TCP 443/80) www.cisco.com
   • 72.163.7.60 (TCP 443/80) dl.cisco.com
   • 72.163.7.60 (TCP 443/80) dl1.cisco.com
   • 173.37.146.12 (TCP 443/80) dl2.cisco.com
   • 173.37.144.208 (TCP 443/80) sso.cisco.com

Some Devices Do Not Appear in the Smart Net Total Care Portal

If some of your devices do not appear in the portal, then complete these steps:

1. Verify that your most recent, expected upload was received and processed.
   
   Navigate to Library > Administration > Upload Processing in the portal. If you do not see your most recent upload, then refer to the Upload Does Not Appear in the Smart Net Total Care Portal section of this document.
   
   
2. Verify that you currently use the most recent version of the CSPC.
   
   Some devices might be supported only in newer versions of the collector. In the collector GUI, navigate to Help > About in order to determine your current server version (it should be at least Version 2.7). If needed, complete these steps in order to upgrade the collector:
   1. Establish a SSH connection into the collector via AdminShell (use the admin username).
   2. Enter the show version –d command.
   3. Enter the conf serv enable command.
   4. Enter your CCO ID and password in order to enable software updates.

      Note: The entitlement file must be applied through the GUI first. Refer to the You Are Prompted for an Entitlement File section of this document for more details.

   5. Enter the check update command.
   6. Enter the download <version> command in order to download any available updates.
   7. Enter the apply <version> command once the download is complete in order to apply the update.
   8. Enter the conf autoupdate command in order to automatically update the collector when new patches are released.
      
      
3. View the Collection Profile Run Summary for the devices in the CSPC GUI.
   
   Navigate to Reports > Collection Profile Run Summary and click View Data next to the Collection Profile that you currently use. Find the device in the device list and check through the MIBs.
   
   If no data is present for the device, then check the last inventory date. If the inventory date is old or if the device is not listed in the device list, then navigate to Management > Run Data Collection Profile in order to run an new inventory.
   
   If the inventory date is recent, then check the device status in order to ensure that it is pingable, and verify that no Firewalls or Access Control Lists (ACLs) on the device or on the network block the Simple Network Management Protocol (SNMP) traffic.
   
   There are several reasons that a device might not be inventoried. Due to known bugs, some devices (once identified), are excluded from the inventory. If you navigate to Settings > Inventory Settings and click the Disable Protocol Rules tab, you can view a list of specially-defined platforms that have some protocols (SSH, SNMP) disabled. In order to view the details of the platforms that are referenced here, navigate to Settings > Manage Platform Definitions.

   Tip: In order to view the specific types of information that are excluded from collection, refer to the Disable Collection Rules tab.

   If the data is present in the inventory and the upload recently completed, then you can either open a case with the Cisco TAC or post a question to the Smart Net Total Care Community for detailed device analysis.

Some Devices Do Not Appear in the CSP

This section describes the most common reasons that some of your devices might not appear in the CSPC.

The Device is Not Supported

You can use the SNTC Product ID Checker in order to verify whether the CSPC and the portal support your device.

The Device is Not Included in the Managed Device List

Complete these steps in order to troubleshoot this issue:

1. Navigate to Management > Discover and Manage Devices and select Rediscover. After the process is complete, return to your dashboard and refresh. If your devices are no longer in the Live Nodes category, then you might have an SNMP, Firewall, or ACL issue.
2. Navigate to Management > Device Access Verification, select the SNMP version, and run it on all of your managed devices. After the process is complete, you can navigate to Reports > Device Access Verification in order to view the report.
3. Navigate to Settings > Manage Data Collection Profiles and open your Smart Net Total Care profile. Click Datasets and verify that some of the boxes are selected. If you see that some items are checked, do not change any settings (it could cause errors).
4. If you have verified that all of your devices are polled properly by SNMP and are in the Live Nodes category, then reboot your collector in order to terminate any potentially hung jobs.
5. Navigate to Management > Run Collection Profile in order to run a manual inventory.
6. Navigate to Reports > Collection Profile Run Summary in order to verify whether you receive the serial numbers (SNs), and then select view data for the latest inventory.
7. Select one of your devices from the left pane, and then select the Entity Physical MIB. You should see the SN listed here.

The Collector did Not Manage the Device

There are several reasons that a device might be excluded from discovery. The device discovery does not succeed if any of these statements are true:

• The IP address of the device does not fall within the range that is specified in the included device list in the device credentials.
• The IP address of the device is in the excluded device list in the device credentials.
• The device is included in the Do Not Manage Devices list (Settings > Do Not Manage Devices List).
• The device is identified but belongs to a platform that is not selected in the included platform list. (Settings > Discovery Settings).

  Note: If there are no included platforms, then all of the platforms are included by default. If any platforms are in the included list (moved to the right), then all of the platforms on the left side are excluded.

• The device is identified but belongs to a platform that is included in the excluded platform list.

The Device Discovery Process Times-Out or Hangs

You can use the methods that are described in this section in order to adjust the performance of the discovery process.

Navigate to Settings > Discovery Settings and adjust these settings as desired:

• You can lower the SNMP Timeouts and Retries in order to increase the speed of the device discovery process. This changes the default timeout appearance when you run a discovery, but you can still modify it on a per-discovery job basis.
• You can increase the thread count in order to hasten discovery, or you can lower it in order to decrease the network traffic.
• You can set the Max Discovery Time in order to determine the amount of time that any one discovery job is allowed to run, or in order to determine the amount of time that the discovery should be attempted on any one device.

Note: The IP phones are discovered even if the IP Phone Discovery is set to No, but the phones are not inventoried until the collection profile runs.

Some Devices in the Smart Net Total Care Portal Have Information Omitted

This section describes how to troubleshoot issues with the devices that lack SNs or other important information. Complete these steps in order to troubleshoot this issue:

1. Verify whether you collected the SN specifically.
   
   The SN is the primary aspect that the portal uses to classify and report on devices. In order to verify whether you picked up the SNs, navigate to Reports > Collection Profile Run Summary and select view data for the latest inventory. Select one of your devices from the left pane, and then select the Entity Physical MIB. You should see the SN listed here.
   
   
2. Rediscover your devices.
   
   Navigate to Management > Discover and Manage Devices in the collector and select Rediscover. After the process completes, return to your dashboard and refresh. If your devices are no longer in the Live Nodes, category then you might have an SNMP, Firewall, or ACL issue.
   
   
3. Run a DAV report on your managed device list.
   
   Navigate to Management > Device Access Verification in the collector, select the SNMP version, and run it on all of your managed devices. After this is complete, you can navigate to Reports > Device Access Verification in order to view the report.
   
   
4. Verify that the datasets are selected in the Collection Profile.
   
   Go to Settings > Manage Data Collection Profiles and open your Smart Net Total Care profile. Click Datasets and verify whether some of the checkboxes are selected. If some of the items are checked, do not make any changes, as it could cause unintended issues.
   
   
5. Complete a manual inventory.
   
   It is possible that the device was temporarily down or inaccessible at the time of the scheduled inventory, or that the collector skipped the device due to a timeout. If you have verified that all of your devices are polled properly by SNMP and are in the Live Nodes category, then reboot your collector in order to terminate any potentially hung jobs, and then navigate to Management > Run Collection Profile in order to run a manual inventory. Monitor the inventory in order to determine the status of the device.
   
   
6. Adjust the inventory settings in order to prevent time-outs on a device.
   
   Navigate to Settings > Inventory Settings and select Advanced Settings in order to view adjust the inventory settings. You can reduce the thread count in order to reduce the network traffic at the time of the inventory, or raise the thread count in order to increase the inventory speed. You can also reduce the Global Timeouts in order to increase the speed of the inventory. These settings usually do not have to be greater than a few seconds, but you should be careful not to lower them too much.

   Note: This can sometimes cause problems with attempts to collect IP phones through the Cisco Call Manager, Light Weight Access Point Protocols (LWAPPs) through a Wireless LAN Controller (WLC), or with attempts to collect information over slow data links.