Summary of the content on the page No. 1
APPENDIX J
Troubleshooting
This chapter offers troubleshooting steps to help solve high-level problems while operating CTM or
CTM GateWay. Follow the troubleshooting procedures described in this chapter before contacting Cisco
technical support.
This chapter includes the following troubleshooting information:
• J.1 Overview, page J-1
J.2 Server Problems, page J-2
J.3 Client Connectivity Problems, page J-11
J.4 Client Operational Problems, page J-13
J.5 Client Debug Messages, page J-
Summary of the content on the page No. 2
Appendix J Troubleshooting J.2 Server Problems Note This chapter assumes that the server is installed under the default /opt/CiscoTransportManagerServer directory and the client is installed under the default /opt/CiscoTransportManagerClient (Solaris) or C:\Cisco\TransportManagerClient directory (Windows). If a directory other than the default installation directory is specified, replace the default path with the installed path. J.2 Server Problems This section describes troubleshoot
Summary of the content on the page No. 3
Appendix J Troubleshooting J.2.2 CTM Server Does Not Respond If you are experiencing any of these conditions, contact your account representative. Your account representative can engage Cisco’s Advanced Services team to audit your CTM server and recommend a higher-capacity server and resources. J.2.2 CTM Server Does Not Respond Step 1 Log in as the root user on the Solaris workstation where the CTM server is installed. Step 2 Enter the following command to view the status of the CTM s
Summary of the content on the page No. 4
Appendix J Troubleshooting J.2.3 Cannot Connect to the CTM Server Step 2 Verify that the first entry in the /var/opt/oracle/oratab file looks similar to CTM6_0:/oraclesw9i/product/9.2:Y. If this entry is missing, the Oracle database might not be installed. The Oracle database is a prerequisite for installing the CTM server. J.2.3 Cannot Connect to the CTM Server Step 1 Ping the server’s IP address from the client PC or workstation. Step 2 If the ping fails, resolve the IP connectivity
Summary of the content on the page No. 5
Appendix J Troubleshooting J.2.4 NE Connection State Is Listed as Unavailable sudo ctms-start Step 11 Wait for 5 minutes and run the client. J.2.4 NE Connection State Is Listed as Unavailable If the connection state of an NE is listed as Unavailable in the Domain Explorer window, a connectivity or configuration problem exists. Wait 5 to 10 minutes after adding the NE to the CTM domain; then, complete the following steps: Step 1 To see the NE IP address, select the NE in the Domain Exp
Summary of the content on the page No. 6
Appendix J Troubleshooting J.2.5 Launching Tables Results in Database Errors J.2.5 Launching Tables Results in Database Errors If the Oracle database or Oracle listener that CTM is using is down, launching tables will generate database errors. To troubleshoot table launching errors: Step 1 Log in as the Oracle user and enter the following command: sqlplus ctmanager/ctm123! If the login is successful, an SQL> prompt appears, which indicates that the Oracle database has been installed a
Summary of the content on the page No. 7
Appendix J Troubleshooting J.2.8 Problems with ONS 15530 and ONS 15540 Configuration J.2.8 Problems with ONS 15530 and ONS 15540 Configuration ONS 15530 and ONS 15540 NEs must be properly configured to send traps to the server. Step 1 The running configuration on the NE should contain entries similar to the following example: snmp-server enable traps snmp authentication warmstart snmp-server enable traps bgp snmp-server enable traps oscp snmp-server enable traps config snmp-server e
Summary of the content on the page No. 8
Appendix J Troubleshooting J.2.10 CTC-Based NE Is Not Discovered Step 6 Verify that the NE is reachable during the duration that PM data is collected. If the NE is not reachable, there is an entry in the Audit Log table (Administration > Audit Log). J.2.10 CTC-Based NE Is Not Discovered Step 1 Verify that the NE is up and running. Step 2 Verify that the NE IP address and default route are configured correctly. Step 3 To verify that the NE is running the correct version of system softwa
Summary of the content on the page No. 9
Appendix J Troubleshooting J.2.13 Circuits Are Not Displayed In the running configuration, the community strings are shown in entries similar to the following: snmp-server community public RO snmp-server community private RW In this example, the read string is public, and the read/write string is private. Step 3 If IP connectivity and community strings are verified and the device is still unavailable, check the error log for any errors reported by ONS 155xx NE Service. J.2.13 Circuit
Summary of the content on the page No. 10
Appendix J Troubleshooting J.2.16 Cannot Copy CTC Binary to the CTM Server J.2.16 Cannot Copy CTC Binary to the CTM Server If a CTC binary fails to be copied to the CTM server, the /cms/ directory might be missing or write-protected. If the directory is missing, create a cms directory with write-access permissions. Otherwise, change the permissions of the existing cms directory to allow write access. J.2.17 Memory Backup, Memory Restore, or Software Download Fai
Summary of the content on the page No. 11
Appendix J Troubleshooting J.2.20 Using the get nestate Command J.2.20 Using the get nestate Command The get nestate command-line interface (CLI) command available in the ctm utility in the EMS server bin directory returns the provisioned operational state (NE_Info_Table: NEState) and the read-only modifiers to the operational state (NE_Info_Table: NEDiscoveryState). The get nestate command returns the following possible values: Preprovisioned In Service Out of Service Under
Summary of the content on the page No. 12
Appendix J Troubleshooting J.3.2 Database Timeout Occurs J.3.2 Database Timeout Occurs Step 1 Reduce the scope of the query by selecting a group or an NE and not the entire domain before opening tables such as the Alarm Browser, Alarm Log, Audit Log, and PM tables. Step 2 Increase the client database query timeout period by editing the ems-client.cfg file in the C:\Cisco\TransportManagerClient\config or /opt/CiscoTransportManagerClient/config directory. Step 3 Add hardware resources t
Summary of the content on the page No. 13
Appendix J Troubleshooting J.3.5 Cannot Authenticate User Message Appears Step 4 If the provisioner or operator is in the CTM Users table, select the row corresponding to that user and click the Modify User Properties tool to bring up the Modify CTM User Properties wizard. Verify that the Login State field is set to Enabled. If the login state is disabled, enable it and log in as the provisioner or operator. The user might have been disabled after attempting to log in with an incorre
Summary of the content on the page No. 14
Appendix J Troubleshooting J.4.2 Cannot Delete an NE J.4.2 Cannot Delete an NE If an NE cannot be deleted, verify that the user logged in as SuperUser or NetworkAdmin—not as a Provisioner or Operator. Provisioners and Operators cannot delete NEs. If the user logged in as Provisioner or Operator, restart the CTM client session and log in as SuperUser. J.4.3 CTC Fails to Start If CTC cannot be started for a CTC-based NE, complete the following steps: Step 1 If an error occurs while open
Summary of the content on the page No. 15
Appendix J Troubleshooting J.4.5 Cannot Delete a Subnetwork Step 9 Click Save. J.4.5 Cannot Delete a Subnetwork If a subnetwork cannot be deleted from the Subnetwork Explorer, complete the following steps: Step 1 Verify that the user logged in as a SuperUser—not as a Provisioner or an Operator. Provisioners and Operators cannot delete subnetworks. If the user logged in as a Provisioner or Operator, restart the CTM client session and log in as a SuperUser. Step 2 Verify that the target
Summary of the content on the page No. 16
Appendix J Troubleshooting J.4.8 ONS 15800, ONS 15801, or ONS 15808 NE Generates Too Many Alarms J.4.8 ONS 15800, ONS 15801, or ONS 15808 NE Generates Too Many Alarms Occasionally, ONS 15800, ONS 15801, and ONS 15808 NEs generate so many alarms that the CTM client cannot process all of them. Set the operational state of the NE to Under Maintenance while debugging the cause of the alarms: Step 1 In the CTM Domain Explorer window, right-click the ONS 15800, ONS 15801, or ONS 15808 that
Summary of the content on the page No. 17
Appendix J Troubleshooting J.4.11 Cannot Customize the Network Map J.4.11 Cannot Customize the Network Map If an image file is not displayed while changing the Network Map background or while changing a node icon, complete the following steps: Step 1 Choose another image file. The file might be corrupt. Step 2 Check the size of the image file. The image file might be larger than 100 KB, which is too big to load. If the file is too big, use a smaller image file. Step 3 Verify that the
Summary of the content on the page No. 18
Appendix J Troubleshooting J.4.13 How Do I Collect Thread Dumps? Note The resolution in 24-bit depth is a little lower than is possible with 8-bit depth (1152 x 900 x 76 versus 1280 x 1024 x 76), but the difference is hardly noticeable. J.4.13 How Do I Collect Thread Dumps? Thread dumps are helpful references when debugging the CTM process. To collect thread dumps: Step 1 Log into the server workstation as the root user. Step 2 On the command line, enter the following command: thread_d
Summary of the content on the page No. 19
Appendix J Troubleshooting J.4.14 How Do I Enable or Disable the Automatic Refresh Data Action? – ONS15808NEService – UnmanagedNEService – ONS15216PMService – ONS15302PMService – ONS15305PMService – ONS15310PMService – ONS15327PMService – ONS15454PMService – ONS15454SDHPMService – ONS15501PMService – ONS15530PMService – ONS15540PMService – ONS15600PMService – ONS15600SDHPMService – ONS15800PMService – ONS15801PMService – ONS15808PMService J.4.14 How Do I Enable or Disable the Automatic
Summary of the content on the page No. 20
Appendix J Troubleshooting J.4.15 How Do I Replace the Alarm Interface Panel? J.4.15 How Do I Replace the Alarm Interface Panel? The Alarm Interface Panel (AIP) provides surge protection for CTC-based NEs. This panel has a nonvolatile memory chip that stores the unique node address known as the MAC address. The MAC address identifies the nodes that support circuits. It allows CTM to determine circuit sources, destinations, and spans. If an AIP fails, an alarm will be generated and th
