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This appendix provides troubleshooting information for Resource Manager and contains the following sections:
If you encountered problems while installing Resource Manager, make sure the following directories are installed in the C:\Program Files\CSCOpx directory (or the directory you specified for the installation):
The Resource Manager installation tool installed the following directories in the C:\Program Files\CSCOpx\objects directory (or the directory you specified for the installation):
After making sure the correct files were installed, check the C:\crmin001.log file (or the log file with the highest number, for example crmin003.log) for installation errors. You might find the following types of messages:
Table A-1 lists error messages that might occur during installation and describes the reasons for the errors:
| Error Message | Reason for Error | User Action |
|---|---|---|
| Administrator privileges are needed to install or uninstall this package. Please log in as administrator and try again. | The user is not logged in as administrator. | Log in as administrator and try installing again. |
| Decompression failed on <file>. The error was for <error code per CompressGet> | If Resource Manager was downloaded, a transmission error might have occurred. Otherwise, the installation media is damaged. | Retry the download. If you still encounter errors, contact your technical support representative. |
| General file transmission error. Please check your target location and try again. Error number: <error code> | If Resource Manager was downloaded, a transmission error might have occurred. | Retry the download. If you still encounter errors, contact your technical support representative. |
| Unable to write <infoFile> or Unable to create <infoFile> | A file write operation failed. | Run the file system checking utility, then repeat the installation. |
| Cannot stop service | The Resource Manager installation (or reinstallation) tried to stop the service before reconfiguring the MS IIS services, but the service did not stop. | Select Control Panel > Services and try to stop the following services manually, then try installing again:
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UseDLL failed for <dll> | <dll> is supposed to be available at any time for any process, but NT failed to load it. | Reinstall Windows NT. |
| <function> failed: DLL function not found | <dll> is supposed to be available at any time for any process, but NT failed to load it. | Reinstall Windows NT. |
| OpenFile failed: <pathname> | A file open operation failed. | Run the file system checking utility, then repeat the installation. |
| ProtectFile failed: <file>: error. WWW admin security may be incomplete | Setting the file permissions failed because the user might not be allowed to change them. | Log in as administrator. |
| Launch of isql script failed | The existing database file is broken, or the previous version of Resource Manager is destroyed. (This message might be issued during reinstallation.) | Try to restore the broken file. If the previous version of Resource Manager is destroyed, reinstall Resource Manager. |
The Resource Manager server uses the default port 80, which is normally used by web servers. If you receive an error message stating an existing web server is already running on port 80 and the alternative port 1741 is used instead, make sure you enter the correct URL for the server:
server_name:1741
(where server_name is the name of the machine where Resource Manager was installed, and 1741 is the alternative port on which Resource Manager is installed if port 80 was already in use).
If port 80 is not running during the Resource Manager installation, but another web server is already configured to run on port 80, you might encounter problems when accessing the Resource Manager server. If another web server is already configured to run on port 80, you need to change the port used by Resource Manager, as shown in the following steps:
Step 1 From the Windows task bar, select Start > Programs > Microsoft Peer Web Services > Internet Service Manager. The Microsoft Internet Service Manager window opens.
Step 2 Double-click on the computer that has WWW in the Service column. The WWW Service Properties for computer_name appears.
Step 3 Click the Service tab, and in the TCP Port field, enter 1741.
Step 4 Click OK.
You can now access Resource Manager by entering the following URL in your web browser:
server_name:1741
Use the following command to make sure your server is running:
pingserver_name
If you get a message that the server is "alive" and get a proxy error when you try to connect to the server, make sure the proxy is set up correctly. If your server is configured to use a proxy server outside the firewall (specified in Netscape Navigator, under Options > Network Preferences > Proxies), you will get proxy errors if you have incorrectly set up the proxy to ignore requests to a certain machine, set of machines, or domain.
Your proxy is set up incorrectly if you encounter any of the following:
If you are logging in as an administrator and you receive an Authorization Failed error message from the browser, you have not entered a valid username or password, or you clicked Cancel on the Username and Password Required dialog box. Click Back on your browser window, and make sure you enter a valid administrator username and password.
If you need to stop the Resource Manager server, follow these steps:
Step 1 From the Windows NT menu, select Start > Settings > Control Panels.
Step 2 Double-click Services.
Step 3 In the dialog box, select CRM Daemon Manager.
Step 4 Click Stop.
To restart the Resource Manager server, follow these steps:
Step 1 From the Windows NT menu, select Start > Settings > Control Panels.
Step 2 Double-click Services.
Step 3 In the dialog box, select CRM Daemon Manager.
Step 4 Click Start.
If the Resource Manager buttons do not work, you have not enabled Java and JavaScript. Follow these steps to enable Java and JavaScript:
Make sure your cache is not set to zero. If you experience browser problems, increase your cache settings as explained in the "Web Browsers Supported" section.
Do not resize the browser window while the desktop or main page is still loading. This will cause a Java error.
If you added a device using Inventory > Add Devices and the Add/Import Status Summary dialog box indicates that the device status has not changed from pending within 15 minutes, check the status of all processes to ensure they are running normally, as explained in the following steps:
Step 1 To view the latest device status information, in the Add/Import Status Summary dialog box (Inventory > Import Status), click Update.
Step 2 To verify whether the DIServer is running, click Admin, then select System Admin > Process Status. (The DIServer is the process responsible for validating devices and changing their status from pending.)
If the DIServer process has the state running normally, it might be caught in an infinite loop. You need to stop and restart it by following these steps:
(a) To stop the DIServer, click Stop Process in the System Admin folder. The Stop Process dialog box appears.
(b) Click the Process radio button.
(c) In the Process Name field, select DIServer, then click Finish.
To restart the DIServer, follow these steps:
(a) From the System Admin folder, click Start Processes. The Start Process dialog box appears.
(b) Click the Process radio button.
(c) In the Process Name field, select DIServer, then click Finish.
Step 3 Return to the Add/Import Status Summary screen by clicking Inventory > Import Status, then click Update. The device status should change to managed within a couple of minutes.
Resource Manager contains a utility that can help you troubleshoot problems with the server. You can obtain information about the Resource Manager server in one of two ways:
C:\Program Files\CSCOpx\cgi-bin\admin\perl collectNTinfo.pl
Send this file to Cisco via e-mail if directed to do so by your technical support representative.
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