Troubleshooting CiscoView

This chapter provides the following sections on how to troubleshoot any problems you may encounter when using CiscoView and how to report unresolved problems to Cisco Systems:

• Using Release Note Information

• Troubleshooting CiscoView

• Fixing Problems with Displaying a Device

• Reporting Problems to Cisco Systems

Using Release Note Information

For CiscoView release-specific installation information, open the README file /opt/CSCOcv/etc. The release notes contain caveats known at the time of the release. For detailed releaee information and caveats, refer to the CiscoView Release Note shipped with the product or on CCO. They present the known problems you may encounter and possible workarounds for them. Several examples are shown in Table 6-1.

Table  6-1: Troubleshooting Procedures

Problem	Explanation
HP's patch PSOV_1090 (installation patch for 2.5) does not work in the Solaris 2.5.1 environment.	Modify common.nnm to contain the line: case 'uname -rs' in Sun?2.5.1 OS=SOLARIS ECHO=echo ;;
CiscoView 3.1 or later is not compatible with CiscoWorks 2.x.	There are two solutions. You can upgrade CiscoWorks to 3.x or remove the CiscoWorks software.
Attempts to use Help cause HyperHelp error: Could not find HyperHelp executable.	Check that HHHOME is set or source the /etc/cvinstall.cshrc file.

Troubleshooting CiscoView

The cvinstall.cshrc and the cvinstall.sh files automatically set all environmental variables required for CiscoView. If there are errors starting CiscoView, source one of these files.

CiscoView opens each device in a separate window by default. On large networks, this can consume too much RAM and slow performance. To decrease the use of RAM for separate windows, you can choose to open devices in the same window by changing operating characteristics. Select Options>Properties. Choose Same Window in the Launch CiscoView in: option.

Fixing Problems with Displaying a Device

If CiscoView fails to display a device, the following message appears:

"<hostname>: unmanageable"

This message indicates one of the following conditions:

• The SNMP server is not set in the device. You can still PING the device from the management station.

• You entered an incorrect community string. To reenter a community string, select the Options>Properties window.

• The management station cannot reach and successfully PING the device.

• Check your device package and compare the date to the CCO device package version. Upgrade your device package to the latest version, if required.

Reporting Problems to Cisco Systems

If you receive an error message, verify that you have tried the recommended action for resolving the error. Open the Error Messages icon on your CiscoView program group. Check for any release-specific information that may apply to a problem by opening the Release Note icon in your CiscoView program group.

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Note For information on how to contact Cisco support personnel (phone numbers, web site, and e-mail address), see the "Cisco Support Information" card that comes with your product package, or see the "Cisco Support Information" help topic.

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Step 1 To help solve any problems you might encounter using CiscoView, have the following information ready when you call Cisco Systems for support:

Step 2 Provide your CiscoView serial number and software version.

Step 3 Be prepared to describe the problem behavior or to provide the error messages text.

Step 4 If possible, try to reproduce the problem and explain the steps that allow you to reproduce the problem.

Step 5 Provide the Cisco device model(s) and Cisco IOS version(s) on which you are running CiscoView when the problem occurs.

Step 6 Provide information for the platform on which you are running CiscoView.

• HP OpenView software package (include version number).

• DOS version and MS Windows software package and version.

• WINSOCK-1.1 compliant TCP/IP stack product (include version number).

• Hardware setup (CPU), available RAM, available hard drive space, and serial port or network interface card specifications).