B Troubleshooting Introduction

B Troubleshooting Introduction
A P P E N D I X
B
Troubleshooting
Revised: January 10, 2011, OL-21065-03
Introduction
If you encounter a problem while using the Cisco Service Control Application Reporter (SCA Reporter),
use the information in this appendix to help isolate its cause. The procedures in this appendix assume
that you are troubleshooting the initial system startup, and that the GUI is in the original factory
configuration. If you have changed any default settings, the recommendations in this appendix might not
apply.
•
Using the Troubleshooting Appendix, page B-1
•
General Troubleshooting, page B-2
•
Troubleshooting Setup Errors, page B-2
•
Troubleshooting Using the Command Line Interface, page B-2
•
Troubleshooting Parameter Definition Errors, page B-3
•
Checking System Conditions, page B-4
•
Viewing the Error Log, page B-4
•
Viewing the Installed Version of Report Templates, page B-5
Using the Troubleshooting Appendix
This appendix describes the subsystems available for efficient problem solving. After applying the
solutions in this appendix, if you are still unable to solve an issue, contact a customer service
representative for assistance. Provide the representative with the following information:
•
Type of software and release number
•
Brief description of issue
•
Brief explanation of the steps taken to isolate and resolve the issue
•
Maintenance agreement or warranty information
While working in the SCA reporter, you can also access online help.
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Appendix B Troubleshooting
General Troubleshooting
General Troubleshooting
Searching the Help menu allows you to learn more about the SCA Reporter while you are working. You
can get assistance with the following functions from the Help menu:
•
Creating a Basic Configuration
•
Accessing Online Help
•
Checking System Conditions
•
Managing Configuration
•
Installing and Upgrading Templates
•
Viewing Plug-in Details
You can also access online help while working in the SCA Reporter (see Using Online Help, page 2-23).
Troubleshooting Setup Errors
If the GUI does not open, check the following:
•
Ensure adequate memory is installed and available.
•
Uninstall an old release before installing a new release.
•
Ensure that the database is installed and populated.
•
Ensure that the IP address of the computer is not connected to another device.
Troubleshooting Using the Command Line Interface
To assist you in using and troubleshooting the SCA reporter command line interface (CLI), refer to the
following sections in either Cisco SCE8000 CLI Command Reference or Cisco SCE 2000 or SCE 1000
CLI Command Reference:
•
CLI Help Features
•
Navigational and Shortcut Features
•
Managing Command Output
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Appendix B Troubleshooting
Troubleshooting Parameter Definition Errors
Troubleshooting Parameter Definition Errors
In this example, a mandatory property is not set (Figure B-1).
Figure B-1
Mandatory Property Not Set
When the report instance is executed, an error message appears (Figure B-2).
Figure B-2
Error Message
To view specifics on an error, click Details (Figure B-3).
Figure B-3
Error Message Details
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Appendix B Troubleshooting
Checking System Conditions
Checking System Conditions
You can check the system conditions to ascertain if:
Step 1
•
Database connection is defined correctly and that the connection is active
•
System is correctly configured
From the Main menu, choose Help > Check Conditions. A Condition testing message appears
(Figure B-4).
Figure B-4
Step 2
Condition Testing Message
Click OK.
Viewing the Error Log
To configure debug message logging, see the “Configuring the SCA Reporter” section on page 2-11.
When this mode is activated, you can view the error log.
Step 1
From the Main menu, choose Help > About SCA Reporter.
The About SCA Reporter dialog box appears.
Step 2
Click Configuration Details.
Step 3
Click View Error Log.
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Appendix B Troubleshooting
Viewing the Installed Version of Report Templates
Viewing the Installed Version of Report Templates
When a database structure changes but the repository is not updated, Template Repository errors may
exist (see the “Installing and Upgrading SCA Reporter Templates” section on page A-1).
Note
Before the installation, you may need to update the files used for installation and upgrade.
Step 1
From the Main menu, choose Help > About SCA Reporter. The About SCA Reporter dialog box
appears.
Step 2
Click Plug-in Details. The About SCA Reporter Plug-ins dialog box appears.
Step 3
Verify that the version of SCA BB Templates is correct.
Step 4
Click OK. The About SCA Reporter Plug-ins dialog box closes.
Step 5
Click OK. The About SCA Reporter dialog box closes.
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Appendix B Troubleshooting
Viewing the Installed Version of Report Templates
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