Table Of Contents
Troubleshooting QPM Installation, Upgrade, and Migration
Troubleshooting Problems During Installation
Troubleshooting Problems Starting Common Services
Troubleshooting Problems Starting QPM
Obtaining Information for Troubleshooting and Cisco Technical Support
Obtaining System Status Information for Troubleshooting
Obtaining Debug Information for Cisco Technical Support
Troubleshooting QPM Installation, Upgrade, and Migration
The following topics can help you troubleshoot problems you might encounter while installing QPM, or starting QPM:
•
Troubleshooting Problems During Installation
•Troubleshooting Problems Starting Common Services
•Troubleshooting Problems Starting QPM
•Obtaining System Status Information for Troubleshooting
Troubleshooting Problems During Installation
Problem Installation process fails. An error message appears telling you that you cannot install QPM because the "qpm" installation subdirectory already exists under the Common Services installation directory.
The qpm installation directory was not completely deleted during a previous uninstall operation.
Solution Delete the qpm installation directory and start the installation process again. If some of the files are locked and cannot be deleted, restart the computer, and then delete.
Troubleshooting Problems Starting Common Services
Common Services might not start for any of the following reasons:
•Terminal Services is Enabled
•Port Conflict
Terminal Services is Enabled
Problem If Terminal Services is enabled on Windows Advanced Server, Common Services will not work. If you installed Common Services on a Windows Advanced Server where Terminal Services was enabled, and then disabled before you uninstalled Common Services, Common Services might not work.
Solution Do not enable Terminal Services on a Windows Advanced Server before or after installation of Common Services.
Port Conflict
Problem You cannot start Common Services because port 1741, which is used by Common Services, is in use by another application.
Solution Try the following:
•Restart the QPM server.
•To run CiscoWorks, enter http://QPMinstall:1741/login.html, where QPMinstall is the name or IP address of the QPM server.
If ports are still in use, open the JbossStdout.log file and look for the error java.rmi.server.ExportException:Port already in use:port-number. Check whether the listed port is in use by another application. If so, stop the other application or change the port it is using.
Troubleshooting Problems Starting QPM
QPM might not start for any of the following reasons:
•QPM Server Does Not Meet System Requirements
•Old Version of Java Plug-In
•Incorrect User Permissions
•Changed Database Password
•Different HTTPS Port in Common Services and QPM
•Unknown Cause
QPM Server Does Not Meet System Requirements
Problem QPM startup and performance might be slow, or QPM might not work at all.
Solution Install QPM on a server that meets system requirements.
Old Version of Java Plug-In
Problem QPM might not start if there is a older version of the Java plug-in than the one required by QPM.
Solution Uninstall the old Java plug-in. When you start CiscoWorks, it automatically installs the new Java plug-in.
Incorrect User Permissions
Problem Many buttons in the user interface are grayed out because you might not have the correct user permissions to perform those tasks.
Solution Verify your user permissions in the CiscoWorks desktop (Server Configuration > Setup > Security), or in ACS (depending on the method you are using for user authentication).
For more information about working with ACS user permissions, see Working with ACS Device Groups and User Permissions.
Note You might also encounter display problems if the browser version on the client system does not meet the client system requirements.
Changed Database Password
Problem If you change the QPM database password in CiscoWorks Common Services, and then try to start QPM without restarting the QPM server, the connection to the database is lost.
Solution After changing the QPM database password, restart the QPM server.
Different HTTPS Port in Common Services and QPM
Problem If the HTTPS port number used by CiscoWorks Common Services is different from the HTTPS port number configured in QPM, you will not be able to launch QPM.
Solution Update QPM with the Common Services port number, using the updateSSLPort utility. This utility updates QPM with the new port and restarts the services.
•To start the utility from the QPM server, in the Command window:
–Change directory to the CSCOpx\MDC\qpm\bin folder in the QPM installation folder.
–Enter updateSSLPort <new port number>
Unknown Cause
Solution Restart the QPM server.
Obtaining Information for Troubleshooting and Cisco Technical Support
The following topics describe how to obtain information for troubleshooting and Cisco Technical Support:
•Obtaining System Status Information for Troubleshooting
•Obtaining Debug Information for Cisco Technical Support
Obtaining System Status Information for Troubleshooting
If QPM does not run after installation, or if unusual exceptions occur or error windows are displayed while running QPM, you can obtain system status information from the QPM server, and send the diagnostics results to a TAC representative.
You can run the QPM Diagnostic Tool, which generates a report in a browser window of the system status with its diagnostics and suggests possible solutions where applicable.
To send the diagnostics results to a TAC representative, you can run the MDCSupport utility, which collects configuration and system information in a zip file, called MDCSupportInformation.zip.
The MDCSupportInformation file includes any problems that occurred during the installation or the running of QPM.
You can send this file to the Cisco Technical Assistance Center (TAC) support staff to assist in diagnosing the problems.
Step 1 On the QPM server, select Start > Programs > Cisco Systems > QoS Policy Manager > Diagnostic Tool.
A report is generated and displayed in a browser window for you to view.
Step 2 To send the diagnostics results to a TAC representative:
a. At the command line, enter MDCSupport.exe and press Enter.
A zip file named MDCSupportInformation.zip is created under c:\Program Files\CSCOpx\MDC\etc.
b. Email this file to the TAC representative.
Obtaining Debug Information for Cisco Technical Support
If Cisco Technical Support requests that you gather additional debug information in the trace files, you can set the QPM trace logging mode to collect the information.
Since collecting debug information will reduce the performance of your server, and the collected data can only be interpreted by Cisco, do not collect debug information unless requested. After you have collected the information, reset the logging mode to only collect informational messages.
Step 1 From the QPM-install-directory\CSCOpx\MDC\qpm\bin directory (where QPM-install-directory is the directory in which you installed QPM), enter this command to begin collecting debug information:
setqpmloggermode -debug
Step 2 When sufficient debug information has been collected, send these files to your Cisco Technical Support representative (paths are relative to the QPM installation directory):
•CSCOpx\MDC\log\collector_last_run.trace
•CSCOpx\MDC\log\jboss_last_run.trace
•CSCOpx\MDC\log\tomcat_last_run.trace
•CSCOpx\MDC\log\pdp_last_run.trace
Step 3 Reset the logging mode so that only informational messages are collected (the default behavior):
setqpmloggermode -info
