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Table Of Contents
Troubleshooting Procedures and Tools
Checking Installation Integrity
Did the Installation Encounter Problems?
What is the Status of the Services?
Are Requests and Authentications Succeeding?
Additional Testing for User Authentication
Resources for Additional Information
Preparing Diagnostic Information for the TAC
Before Creating package.cab Files
ACS Service Status When Creating a File
Creating package.cab Files in ACS for Windows
Creating package.cab Files for the ACS Solution Engine
Example: Support Dialog from the Remote Console (ACS SE)
Locating the package.cab File on the Remote Agent
The Contents of a package.cab File
Analyzing the Contents of package.cab
Examples of Analyzing Package.cab
Locating and Troubleshooting Database Files
Modifications to the ACS Database Using CSUpdate
Services that Generate Log Files
Services that Log and Monitor ACS
Service Log Files on the Remote Agent
Backing Up and Restoring the ACS Internal Database
Exporting User and Group Information
The Remote Agent CLI (Solution Engine Only)
Diagnostic Output from the Show Command
Using the Web Interface with the Solution Engine
Troubleshooting Procedures and Tools
Revised: June 24, 2011, OL-12555-02This chapter describes troubleshooting procedures and tools for the Cisco Secure Access Control Server, hereafter referred to as ACS.
This chapter contains:
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Resources for Additional Information
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How to Troubleshoot ACS
Use this section as a general framework for troubleshooting ACS.
This section contains:
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Checking Installation Integrity
If a problem occurs during the installation, ACS cannot properly operate. You can use the information in this section to check the integrity of your installation.
Did the Installation Encounter Problems?
If you encounter problems during installation, check the Installation Guide that accompanies your release. For information on common installation and upgrade problems, see Installations and Upgrades, page 2-25. You should also check the Release Notes that accompany your release. For the most recent version of the Release Notes, refer to Cisco.com.
Are the Services Running?
The ACS services are:
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Check that the ACS services are running by using the:
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What is the Status of the Services?
You should regularly monitor service status by using the:
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For information on logging and monitoring, see Services that Log and Monitor ACS.
Checking Authentication
You can use the information in this section to check authentications.
Are Requests and Authentications Succeeding?
The Failed Attempts logs under Reports and Activity in the web interface show the reasons for authentication failure. By default, ACS turns on the Failed Attempts logs. You can display the Failed Attempts logs by choosing Reports and Activity > Failed Attempts.
If you want to add additional fields to the log:
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You use the Passed Authentications logs to troubleshoot authorization or Network Access Restriction (NAR) issues. By default, ACS does not enable the Passed Authentications logs.
To enable these logs:
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To interpret the logs:
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Note
For a list of common problems related to authentication and authorization, see Authentication and Authorization, page 2-4.
Is the Problem on a Device?
If requests are succeeding, check devices such as access points, routers, and VPN devices by:
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Because each device is unique, check the vendor documentation for further information.
Is the Problem on ACS?
If requests are succeeding and devices are properly running:
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Additional Testing for User Authentication
The Radtest and Tactest tools simulate the AAA requests to the ACS server in order to eliminate any possibility of Network Access Server (NAS) configuration issues. These tools are part of the ACS installation files at \<ACS_install_dir>\CiscoSecure ACS v4.1\bin. You use these tests when the communicating device is not producing useful debugging information, or, if you still cannot determine whether the problem is with Cisco Secure ACS Windows problem or a device.
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Testing RADIUS with Radtest.exe
Starting from the command line:
>radtest.exe1...Set Radius IP, secret & timeout 2...Authenticate user 3...Authenticate from file 4...Authenticate with CHAP 5...Authenticate with MSCHAP 6...Replay log files 7...Drive authentication and accounting from file 8...Accounting start for user 9...Accounting stop for user A...Extended Setup B...Customer Packet Builder 0...ExitDefaults server:172.18.124.99 secret:secret_value timeout:2000mSec auth:1645 acct:1646 port:999 cli:999Choice>2User name><>abcde User pasword><>abcde Cli><999> NAS port id><999> State><> User abcde authenticated Request from host 172.18.124.99:1645 code=2, id=0, length=44 on port 1645 [080] Signature value: A6 10 00 96 6F C2 AB 78 B6 9F CA D9 01 E3 D7 C6 [008] Framed-IP-Address value: 10.1.1.5Press Enter to continue.Testing TACACS+ with Tactest.exe
Starting from the command line:
>tactest -H 127.0.0.1 -k secretTACACS>Commands available: authen action type service port remote [user] action <login,sendpass,sendauth> type <ascii,pap,chap,mschap,arap> service <login,enable,ppp,arap,pt,rcmd,x25> author arg1=value1 arg2=value2 ... acct arg1=value1 arg2=value2 ...TACACS> authen login ascii login tty0 abcde Username: abcde Password: abcde Authentication succeeded : TACACS>Resources for Additional Information
If problems do not occur with the installation, and authentication and replication are working, you can use the resources in this section to find additional information.
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Using Online Help
ACS provides several varieties of online help:
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Accessing and Using Cisco.com
To get ACS troubleshooting information from Cisco.com, use the URL: http//www.cisco.com/techsupport > [registration or login] > Documentation > Network Management.
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On a regular basis, use:
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For specific problems, click:
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Preparing Diagnostic Information for the TAC
ACS services store information into logging subdirectories. The ACS State Collector utility collects the log files needed for troubleshooting into a single file called package.cab. The utility also collects system information and user database information. The ACS State Collector utility is:
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This section contains information on:
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Before Creating package.cab Files
The information in this section applies to ACS for Windows and the ACS Solution Engine before you create the package.cab file.
Conditions on Your Network
You will need to account for conditions on your network that are outside of the scope of ACS. You should be prepared to answer questions, such as:
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You may be asked for more detailed information, including:
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Setting Logging Levels
By default, the logging level in the system configuration is set to Low. When you encounter a problem, you must log all messages by setting the logging level to Full. The Full setting causes ACS to collect all debugging information.
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To enable Full logging on ACS for Windows or the ACS Solution Engine:
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ACS Service Status When Creating a File
ACS services stop while the utility collects information. ACS cannot process authentication requests while the services are stopped.
Testing Your Application
Run tests that can expose the problem in your application to the package.cab file.
Creating package.cab Files
Use the information in this section to create package.cab files.
Creating package.cab Files in ACS for Windows
From the command line, run cssupport.exe from C:\Program Files\CiscoSecure ACS v4.1\bin\cssupport.exe. The default location for the package.cab file is \<ACS_install_dir>\Utils\Support. See Examples of Logs.
If you cannot solve the problem, open a case with the TAC.
Creating package.cab Files for the ACS Solution Engine
The ACS Solution Engine provides two options that can create the package.cab file:
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When you run the support command:
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Example: Support Dialog from the Remote Console (ACS SE)
Table 1-1 shows the arguments to the support command.
To generate a package.cab file of log and system registry information from a remote console:
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The next step stops and restarts all services. Service restart interrupts use of the ACS SE.
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The ACS SE now displays a series of messages detailing the writing and dumping of the files, and the stopping and starting of services. At file-transfer conclusion, the system displays the message: Transferring `Package.cab' completed. Press any key to finish. This message indicates that the ACS SE has packaged and transferred the package.cab file as specified and restarts services.
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The system returns to the system prompt.
Locating the package.cab File on the Remote Agent
When the remote agent is running on an external computer, the support utility forces the remote agent to collect log files into one support file. The filename is <Pack_<computer name>_date_time>.cab (for example, Pack_ACS-SUS-A2_10-Sep-2006_15-50-48.cab). To retrieve the package.cab file, download the file. From the computer running the remote agent, open the Cisco Secure ACS Agent folder in the remote agent installation directory and download the package.cab file to the administrator's PC.
The Contents of a package.cab File
The package.cab file contains a large amount of information that can be overwhelming. Use the guidelines in this section for interpreting a package.cab file.
The package.cab file can include:
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Analyzing the Contents of package.cab
Follow this general procedure for analyzing package.cab:
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Examples of Analyzing Package.cab
The examples in this section show how to analyze the contents of the package.cab file.
Example: Windows Authentication Fails (First Failure)
In this example:
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This description does not explain the exact reason for the failure; therefore, you continue the analysis.
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For example, AUTH 04/22/2007 14:44:58 I 0396 2892 External DB [NTAuthenDLL.dll]: Attempting Windows authentication for user user1 AUTH 04/22/2007 14:44:58 E 0396 2892 External DB [NTAuthenDLL.dll]: Windows authentication FAILED (error 1331L).Step 4
Now you know that the user account was disabled in Active Directory due to an administrative policy rule; therefore, you forward the exact problem description to the system administrator.
Example: Windows Authentications Failed (After Previous Successes)
In this example:
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You conclude that the AAA server does not acknowledge accounting requests, so:
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Then you recall that you recently added rules to your firewall.
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Example: A Regular TELNET Login Authentication by the ACS Server is Failing.
In this example:
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After a little investigation, you find that a NAR is configured for this user and, therefore, the CSTacacs service is dropping packets. You conclude that you do not see the user in Auth.log because the packets are not being forwarded to the CSAuth service.
Locating and Troubleshooting Database Files
This section provides information on locating and troubleshooting database files.
Sybase Files
ACS 4.1 uses Sybase as database system. When you must send the database files to the TAC, the database files are:
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Modifications to the ACS Database Using CSUpdate
ACS used the Microsoft Jet database and the Windows registry prior to ACS release 4.0. ACS 4.0 and later releases use Sybase. ACS protects the Sybase database with a locked password, encryption, and restriction of access to the web interface and CSUtil.exe. In some cases, you may require special configuration, such as changing attributes in the ACS internal RADIUS dictionary, or changing RADIUS ports. If you cannot fulfill the configuration by using the web interface or CSUtil.exe, the TAC engineers can supply a special db-patch file that can modify the database.
Applying db-patch (ACS for Windows)
To apply db-patch on ACS for Windows:
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Applying db-patch (ACS Solution Engine)
Apply the patch by using the standard ACS SE patch process. The patch will:
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Rollback is not available for this kind of patch.
LDAP Databases
To check LDAP databases, use the LDP.exe utility. For information on using LDP.exe, see the articles at the Microsoft website.
Logging
ACS provides a number of logging resources. You can use this section for guidelines on troubleshooting information that is available in the logs.
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Log File Size
Configuration of log file size differs between platforms.
ACS for Windows
The service log files can become large when running at a logging level of Full. Therefore, you should limit the log file size to 10 MB or less on ACS for Windows.
To set log file size limits on ACS for Windows:
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You can limit the size of other CSV log files by using the same steps.
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Solution Engine
ACS presets logging levels on the Solution Engine.
Services that Generate Log Files
The ACS services can generate the log files in Table 1-3:
Services that Log and Monitor ACS
Services log and monitor ACS include:
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ACS copies remote agent log files to the server that is running the remote agent. For complete information on configuring log files for the remote agent, see the Cisco Secure Access Control Server Troubleshooting Guide.
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Monitoring includes the overall status of ACS and the system on which ACS is running. CSMon actively monitors three basic sets of system parameters:
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CSMon works with CSAuth to track user accounts that are disabled for exceeding their failed-attempts count maximum. If configured, CSMon provides immediate warning of brute-force attacks by alerting the administrator that a large number of accounts have been disabled.
By default, CSMon records exception events in logs in the CSV file and Windows Event Log. You can also configure event notification by e-mail, so that notification for exception events and outcomes includes the current state of ACS at the time of the message transmission. The default notification method is Simple Mail Transfer Protocol (SMTP) e-mail, but you can create scripts to enable other methods.
However, if the event is a failure, CSMon takes the actions that are hard-coded when ACS detects the triggering event. Running the CSUtil.exe utility, which captures most of the parameters that deal with the state of the system at the time of the event, is one such example. If the event is a warning event, it is logged, the administrator is notified if it is configured, and no further action is taken. After a sequence of retries, CSMon also attempts to fix the cause of the failure and individual service restarts. You can integrate custom-defined actions with CSMon service, so that a user-defined action occurs based on specific events.
Service Log Files on the Remote Agent
The remote agent generates these service log files:
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These logs should be correlated to the corresponding timestamp in Auth.log on the appliance.
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Examples of Logs
The examples in this section show the output of various logging activities.
Administration Report
Choose Reports and Activity > Administration Audit to display the administration report log. The examples in this section show typical administration report log entries:
Setting Up
09/01/2006,13:27:57,freezer,local_login,127.0.0.1,Administration session started09/01/2006,13:28:33,freezer,local_login,127.0.0.1,"Administration Control" Added new administrator account (admin)09/01/2006,13:29:46,freezer,local_login,127.0.0.1,"Administration Control" Added new administrator account (test)09/01/2006,13:30:31,freezer,local_login,127.0.0.1,Updated "Administration Control - Password Policy."09/03/2006,13:31:14,freezer,local_login,127.0.0.1,Administration session finishedLogin After Two Days
09/03/2006,13:31:44,freezer,-SECURITY-,127.0.0.1,Administrator 'test' password change forced.09/03/2006,13:31:55,freezer,-SECURITY-,127.0.0.1,Administrator 'test' password changed.09/03/2006,13:31:55,freezer,test,127.0.0.1,Administration session started09/03/2006,13:32:16,freezer,test,127.0.0.1,Administration session finishedLogin After Four Days
09/07/2006,13:32:42,freezer,-SECURITY-,127.0.0.1,Administrator 'test' account locked out.09/07/2006,13:32:56,freezer,admin,127.0.0.1,Administration session startedAdministration Diagnostic Log
Find <ACS_install_dir>/CSAdmin/Logs/ADMIN.log to open the administration diagnostic log. The examples in this section show typical administration diagnostic log entries:
Login FAIL
LOGIN PROCESS: Start: Admin 'test'. Details: Never Exp. Flag:0x0 Attempt Lock:0x0 Attempt Count:0x0LOGIN PROCESS: Admin 'test' Invalid CredentialsLogin FAIL and LOCK
LOGIN PROCESS: Start: Admin 'test'. Details: Never Exp. Flag:0x0 Attempt Lock:0x0 Attempt Count:0x1LOGIN PROCESS: Admin 'test' Invalid CredentialsLOGIN PROCESS: Administrator 'test' has been locked out.Login After LOCK
LOGIN PROCESS: Start: Admin 'test'. Details: Never Exp. Flag:0x0 Attempt Lock:0x1 Attempt Count:0x8LOGIN PROCESS: Locked Administrator 'test' has attempted login.Force Change to Password
LOGIN PROCESS: Start: Admin 'test'. Details: Never Exp. Flag:0x0 Attempt Lock:0x0 Attempt Count:0x0LOGIN PROCESS: Admin 'test' Password Policy Results in Password Change Required.Lock Through Password Age or Inactivity
LOGIN PROCESS: Start: Admin 'test'. Details: Never Exp. Flag:0x0 Attempt Lock:0x0 Attempt Count:0x0LOGIN PROCESS: Admin 'test' Password Policy Results in Locked Account.CSAuth Log File
The CSAuth service logs contain the output from the various user databases modules. However, you must increase the logging level to capture all of the information.
CSAuth log file example:
AUTH 08/05/2005 10:36:51 I 5081 3040 Start RQ1026, client 50 (127.0.0.1) AUTH 08/05/2005 10:36:51 I 5081 3040 Done RQ1026, client 50, status -2046 AUTH 08/05/2005 10:36:52 I 5094 3040 Worker 2 processing message 299716. AUTH 08/05/2005 10:36:52 I 5081 3040 Start RQ1027, client 50 (127.0.0.1)To interpret the log file entries:
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EAP Logging
In ACS 4.1, EAP logging now displays messages in hexadecimal numbers (instead of ASCII characters). Use an external interpreter to get the detailed EAP message information.
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Detailed logging of the EAP process in Auth.log produces output similar to:
EAP: PEAP-TLS: Process TLS data: SSL negotiation finished successfullyEAP: PEAP: next state = PROCESS_RESPONSE EAP: PEAP: INNER: <-- EAP Request/EAP-Type=EAP-TLS (TLS Message (L bit set)) EAP: PEAP: <-- EAP Request/TLS Message (No bits set (last fragment)) EAP: EAP state: action = send EAP: <-- EAP Request/EAP-Type=PEAP (identifier=11, seq_id=11) Done UDB_SEND_RESPONSE, client 50, status UDB_CHALLENGE_REQUIRED Worker 1 processing message 12. Start UDB_SEND_RESPONSE, client 50 (127.0.0.1) AuthenProcessResponse: process response for `0User301_107' EAP: --> EAP Response/EAP-Type=PEAP (identifier=11, seq_id=11) EAP: PEAP: --> EAP Response/TLS Message (No bits set (last fragment)) EAP: PEAP: INNER: --> EAP Response/EAP-Type=EAP-TLS (ACK) EAP: PEAP: curr state = PROCESS_RESPONSE EAP: PEAP: next state = PROCESS_RESPONSE EAP: EAP state: action = authenticate pvAuthenticateUser: authenticate `0User301_107' against CSDB EAP: PEAP: curr state = PROCESS_RESPONSE EAP: PEAP-TLS: Comparing username from DB = 0User301_107 with username from certificate = 0User301_107 EAP: PEAP: next state = PROCESS_RESPONSE, inner protocol status = FPV EAP: PEAP: INNER: <-- EAP Request/EAP-Type=EAP-TLV (TLV Type=RESULT, TLV Result=Success) EAP: PEAP: <-- EAP Request/TLS Message (No bits set (last fragment)) EAP: EAP state: action = send EAP: <-- EAP Request/EAP-Type=PEAP (identifier=12, seq_id=12) Done UDB_SEND_RESPONSE, client 50, status UDB_CHALLENGE_REQUIRED Worker 1 processing message 13. Start UDB_SEND_RESPONSE, client 50 (127.0.0.1) AuthenProcessResponse: process response for `0User301_107' EAP: --> EAP Response/EAP-Type=PEAP (identifier=12, seq_id=12) EAP: PEAP: --> EAP Response/TLS Message (No bits set (last fragment)) EAP: PEAP: INNER: --> EAP Response/EAP-Type=EAP-TLV (TLV Type=RESULT, TLV Result=Success) EAP: PEAP: curr state = PROCESS_RESPONSE EAP: PEAP: next state = FINISHED, inner protocol status = DONE EAP: PEAP: curr state = FINISHED, inner protocol status = DONE EAP: PEAP: Second phase: EAP-TLS authentication finished SUCCESSFULLY EAP: PEAP: <-- EAP Success EAP: EAP state: action = send_done EAP: <-- EAP Success/EAP-Type=PEAP (identifier=12, seq_id=13) [PDE]: PolicyMgr::Process: request type=3; context id=1; applied default profiles (0) - do nothing [PDE]: PdeAttributeSet::addAttribute: PDE-Group-ID-16=0 [PDE]: PolicyMgr::Process: request type=4; context id=1; applied default profiles (0) - do nothing Done UDB_SEND_RESPONSE, client 50, status UDB_OKCommand Line Utilities
ACS provides command line utilities for ACS for Windows and the Solution Engine. You can use the information in this section to troubleshoot by using the command line utilities. In addition, this section provides information on database backup and replication.
This section describes how to use:
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CSUtil.exe (Windows Only)
ACS provides the CSUtil.exe utility, which you can use for troubleshooting as well as other activities. You can also use CSUtil.exe for database backup and replication.
Location and Syntax
You can find the CSUtil.exe utility at: <ACS_install_directory>\bin\.
The command syntax is:
CSUtil.exe [-q] [-b <backup filename> ] [-c] [-e <number>] [-g] [-i <file>] [-d [-p <secret key>] <database dump filename>] [-l <file> [-passwd <secret key>]] [-n] [-r <all|users|config> <backup file> ] [-s] [-u] [-y] [-listUDV] [-addUDV <slot> <filename.ini>] [-delUDV <slot>] [-t] [-filepath <full filepath>] [-passwd <password>] [-machine] (-a | -g <group number> | -u <user name> | -f <user list filepath>)Some options require that you to stop the services. To stop services, you use the net stop command. The next example shows typical output from the net stop command:
C:\> net stop CSAuthThe CSAuth service is stopping.The CSAuth service was stopped successfully.C:\>For complete information on the CSUtil.exe utility, see the User Guide for Cisco Secure Access Control Server.
Backing Up and Restoring the ACS Internal Database
Choose System Configuration and then click ACS Backup or ACS Restore to backup or restore the ACS internal database. If backup or restore an external script, use CSUtil.exe. The command syntax for database backup using CSUtil.exe is:
C:\Program Files\CiscoSecure ACS v4.1\bin\CSUtil -b filename.Table 1-4 describes the options that support backup and restore.
For example:
C:\Program Files\CiscoSecure ACS v4.1\bin\CSUtil -b backup.datCSUtil v4.1, Copyright 1997-2006, Cisco Systems IncAll running services will be stopped and re-started automatically.Are you sure you want to proceed? (Y or N)(Y)DoneC:\Program Files\CiscoSecure ACS v4.1\bin>To restore a database, enter:
C:\> CSUtil -r [users|config | all] filenameThe Backup Process
During backup:
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If a component of the backup is empty, a Backup Failed message appears for the empty component. To uninstall or upgrade, copy the backup file to a safe location; otherwise, it will be removed.
The Restore Process
During restore, ACS stops services. You can restore user and group information, or system configuration, or both.
Creating a Dump Text File
A dump text file contains only the user and group information. This file is useful for troubleshooting user profile issues. Cisco support may be able to load your dump file for troubleshooting of user configuration issues.
Before creating a dump file, you must manually stop the CSAuth service by entering:
C:\> net stop CSAuthUser authentication stops while the CSAuth service is stopped. You must manually start the service when you are finished creating the dump file by entering:
C:\> net start CSAuthTo create the dump file, enter:
CSUtil -d filenameYou use the -l option to load the dump file and the -p option to reset password aging counters. For example:
CSUtil -p -l filenameC:\Program Files\CiscoSecure ACS v4.1\bin\CSUtil -r all backup.datCSUtil v4.1, Copyright 1997-2006, Cisco Systems Inc.Reloading a system backup will overwrite ALL current configuration information All Running services will be stopped and re-started automatically.Are you sure you want to proceed? (Y or N)(Y)CSBackupRestore(IN) file C:\Program Files\CiscoSecure ACS v4.1\bin\System Backup\CRL Reg.RDF not received, skipping..DoneThe loading of a dump file replaces existing data.
Exporting User and Group Information
You can export user or group information to a text file for troubleshooting of configuration issues.
Before exporting, you must manually stop the CSAuth service by entering:
C:\> net stop CSAuthUser authentication stops while the CSAuth service is stopped. You must manually start the service when you are finished with the export, by entering:
C:\> net start CSAuthTo export user information to users.txt, enter:
CSUtil.exe -uTo export group information to groups.txt, enter:
CSUtil.exe -gThe Remote Agent CLI (Solution Engine Only)
ACS provides the Remote Agent CLI, which you can use for troubleshooting as well as other activities. You can also use the Remote Agent CLI for database backup and replication.
CLI Commands
ACS Solution Engine 4.1 CLI commands are useful for troubleshooting. When direct access to the operating system is blocked, the CLI incorporates some additional commands as described in Table 1-5.
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Diagnostic Output from the Show Command
The show command provides diagnostic information that can be very helpful when you are resolving problems on the Solution Engine. Output from the show command resembles:
acs-sus-a1> showacs-sus-a1.Cisco Secure ACS: 4.0.1.42Appliance Management Software: 4.0.1.42Appliance Base Image: 4.0.1.1CSA build 4.0.1.543.2: (Patch: 4_0_1_543)ACS Appliance GUI Logon: (Patch: 4_0_1_44)Session Timeout: 10Last Reboot Time: Thu Apr 12 00:19:33 2007Current Date & Time: 4/19/2007 19:00:13Time Zone: (GMT+01:00) ParisNTP Server(s): NTP Synchronization Disabled.CPU Load Free Disk Free Physical Memory0.00% 16.2 GB 656 MBAppliance IP ConfigurationDHCP Enabled. . . . . . . . . . .: NoIP Address. . . . . . . . . . . .: 10.56.24.91Subnet Mask . . . . . . . . . . .: 255.255.255.0Default Gateway . . . . . . . . .: 10.56.24.1CPU Load Free Disk Free Physical Memory0.00% 16.2 GB 656 MBAppliance IP ConfigurationDHCP Enabled. . . . . . . . . . .: NoIP Address. . . . . . . . . . . .: 10.56.24.91Subnet Mask . . . . . . . . . . .: 255.255.255.0Default Gateway . . . . . . . . .: 10.56.24.1--- Please press enter to continue ---DNS Servers . . . . . . . . . . .: 64.103.101.184144.254.71.184CSAdmin runningCSAuth runningCSDbSync runningCSLog runningCSMon runningCSRadius runningCSTacacs runningCSAgent stoppedUsing the Web Interface with the Solution Engine
You can use the web interface with the Solution Engine to:
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You can also download and upgrade patches.
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