Using QoS Policy Manager 2.1
Troubleshooting QPM

Table of Contents

Troubleshooting QPM

Troubleshooting QPM

These topics can help you troubleshoot problems you might encounter when using QoS Policy Manager.

Starting, Stopping, or Disabling the QoS Manager Service

By default, the QoS Manager service starts automatically when you boot the Windows NT or Windows 2000 machine where you installed the complete QoS Policy Manager. If you are troubleshooting or doing other diagnosis, you can stop or disable the QoS Manager service.


Step 1   Open the Services control panel by selecting Start>Settings>Control Panel, then Services.

Step 2   Find Cisco QoS Manager in the list of services.

Normally, the Status should be Started, and Startup should be Automatic.

  • To stop the service, select it and click Stop.
  • To start the service, select it and click Start.
  • To change how the service is started, select it and click Startup. In the resulting window, select how you want to start the service (Automatic or Manual), or disable the service.

Troubleshooting Connections to the QoS Manager Service

When you install the complete QoS Policy Manager, the QoS Manager service is installed with the Policy Manager and Distribution Manager interfaces, and you should not experience communications problems between the interfaces and the service. Remote installations are more likely to experience problems.

If one of the interfaces indicates that the QoS Manager service is not available:

  • Ensure that the QoS Manager service is running on the expected host (the local host for complete installations, or another host for remote installations). See the "Starting, Stopping, or Disabling the QoS Manager Service" section for more information.

  • For remote installations, ensure that the network connection between your machine and the QoS Manager host is alive and functioning properly. Try pinging the QoS Manager host.

Obtaining System Status Information for Technical Support

If requested, you can generate a system status report that can help Cisco technical support resolve problems with your QPM installation. This information includes the system log and the contents of some ini files.

To create the system status report, double-click the Showtech.exe program in the bin folder in the QPM installation directory. QPM generates a report and displays it in your default browser. You can email this report to Cisco Technical Support, or use it for your own debugging.

Troubleshooting Policy Distribution Problems

Policies can only be distributed to devices if QPM can correctly contact and connect to the device. QPM can usually provide a specific error message that clearly indicates the problem. However, sometimes providing a clear error message is not possible.

If QPM cannot configure a device, and the error is not clear in the Distribution Manager device log for the device, consider these potential problems (in no particular order):

  • Incorrect passwords—Check the device properties in Policy Manager and ensure that the correct Telnet and Enable passwords are defined. QPM does not display the passwords (to maintain security), so carefully retype the passwords.

  • Incorrect SNMP read community string—Check the device properties in Policy Manager and ensure that the SNMP read community string is correct.

  • Incorrect software version or device type—Check the device properties in Policy Manager and ensure that the correct device type and mapped software version is listed. Click Verify Device Info to have QPM query the device for the correct information.

  • Incorrect device prompt—Check the device properties in Policy Manager and ensure that the correct device prompt is configured for the device. Leave the device prompt field blank if you use the default prompt on the device. If you change the prompt on the device, you must enter the prompt into the device properties.

  • Ensure that the device is online—Check the device to ensure that it is powered on and that it is connected to the network.

  • Ensure that the workstation is on the network—Ensure that there is a path between the QPM workstation (the one running the QoS Manager service) and the network device.

  • Ensure that Cisco Express Forwarding is enabled on VIP card interfaces—QPM does not detect whether Cisco Express Forwarding (CEF) is configured on VIP cards. However, some types of QoS configurations require that CEF is configured, and you will see configuration error messages from the device if it is not configured. Before distributing policies to VIP interfaces, configure CEF on the device through the device's commands.

Troubleshooting QPM Interface Problems

QPM grays out fields on dialog boxes to prevent you from changing a device's or interface's properties. Sometimes, it might not be obvious why these fields are grayed out. This section will help you understand why QPM will not allow changes to the fields, and help you understand how to go about making the changes you require:

  • Device and interface properties detected by QPM—If you instruct QPM to gather device and interface information by querying the device (by selecting Verify Device Information or clicking Verify Device Info in the Device Properties dialog box), QPM does not allow you to change the information manually. In order to update the information, you must click Verify Device Info so that QPM can reverify the information. It is important to reverify device information when you upgrade the device's software, or replace the device with a new model (while keeping the old device's IP addresses).

  • Interface properties for subinterfaces—Some properties must be configured at the interface level for the interface's subinterfaces. You cannot change these settings on the subinterface. You must change them on the interface.

  • Interface properties for members of a group—If you place an interface (or subinterface) in a device group, and the device group defines the QoS property for the members (that is, the device group's QoS property is not "Defined by Interface"), you cannot change the QoS configuration for the interface.

The group in which an interface is a member is shown in the title bar in the Properties of Interface dialog box for the interface (right-click the interface and select Interface Properties).