Troubleshooting

Troubleshooting
Troubleshooting
• Basic Troubleshooting for Cisco VXC 6215, page 1
• Log Files and Core Dumps, page 2
• Problem Reporting Tool, page 4
Basic Troubleshooting for Cisco VXC 6215
Confirm the Version of Cisco Virtualization Experience Media Engine
Note
By default, SSH is disabled. For information about how to enable SSH, see the Administration Guide for
Virtualization Experience Client 6215 for your release.
http://www.cisco.com/en/US/products/ps11976/prod_maintenance_guides_list.html
1. Use SSH to connect to the thin client.
2. Enter the following command: rpm -qa | grep vxme
You can also use the versionInfo command.
Ensure that vxc is Running on the Thin Client
1. Use SSH to connect to the thin client.
2. Enter the following command:ps -ef | grep -r vxc
You should see the following lines:
admin@LWT44d3ca76ba19:~> ps -ef |grep -r vxc
thinuser 6536 1 0 Mar14 ? 00:07:43 /bin/bash /usr/bin/pidrun.sh -c run_vxc.sh -a -m -o
/var/log/cisco/vxcConsole.log -e /var/log/cisco/vxcError.log
thinuser 6538 6536 0 Mar14 ? 00:00:00 /bin/bash /usr/bin/run_vxc.sh -m
thinuser 6547 6538 8 Mar14 ? 13:02:16 vxc -m
admin 31576 31303 0 11:05 pts/0 00:00:00 grep -r vxc
admin@LWT44d3ca76ba19:~>
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Troubleshooting
Log Files and Core Dumps
Ensure that Credentials are Passed Down the Virtual Channel to the Thin Client
1. Use SSH to connect to the thin client.
2. Turn off logging to remove the vxc_logs files.
vxc_run.sh -l off
3. Turn logging back on and restart the thin client.
vxc_run.sh -l on
4. Log in to the HVD and sign in to Cisco Jabber.
5. Run the PRT and send the report to the PRT server.
6. Download the report from the PRT server and extract the logs.
7. Open the vxc.log file and search for Attempting to connect to CUCM for.
Ensure that the Cisco HVD Agent is Running
Virtualization for Cisco Jabber depends on a process called Cisco HVD Agent, which is part of the Cisco
Jabber installation. The Cisco HVD Agent process enables the passage of data across the virtual channel,
between the hosted virtual desktop (HVD agent), and the thin client.
1. On the HVD, open the Task Manager.
2. Click the Processes tab.
3. Look for hvdagent.exe.
Log Files and Core Dumps
The default logging level is debug. You can use a script to disable and enable logging, for troubleshooting
purposes. You can also enable core dumping. You must have administrator privileges to run the script, and
log on to the thin client over SSH.
For information about how to enable or disable SSH, see the Administration Guide for Cisco Virtualization
Experience Client 6215 .
For information about how to change the administrator/root password on the thin client, see the Administration
Guide for Cisco Virtualization Experience Client 6215 and the INI Files Reference Guide for Cisco
Virtualization Experience Client 6215.
The following table lists and describes the options for the script. The script accepts two options (one for
logging and one for core dumping).
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Troubleshooting
Log Files and Core Dumps
Table 1: Logging operations
Option
Description
-l on
Turn on logging for Cisco VXC 6215. This option creates the ciscolog.conf
and writes logs to the /var/log/cisco directory. The script also restarts
Cisco Virtualization Experience Media Engine so the change takes effect
immediately.
The log file for the Cisco VXC 6215 application is /var/log/cisco/vxc.log.
The log file for the Virtual Channel is: /var/log/cisco/VirtualChannel.log.
-l off
Turn off logging for Cisco VXC 6215. This option deletes the
/var/log/cisco directory and the ciscolog.conf file.
You cannot run the script to turn off logging from within the
/var/log/cisco directory.
The script also restarts Cisco Virtualization Experience Media Engine so
that the change takes effect immediately.
Note
-c on
Turn on core dumping. This option adds a configuration line to
/etc/security/limits.conf. The script also prompts you to restart the thin
client for the changes to take effect.
Core dumping is a system wide policy; after you enable it, any process
that crashes produces a core dump and saves it to /tmp. The file name
format is: core_PROCESSNAME_TIMESTAMP.
The system generates core files when a process crashes.
The /tmp directory may contain multiple core files. The timestamp in the
file name should assist with the identification of the core files generated
around the time of the incident under investigation.
-c off
Turn off core dumping. This option removes the configuration line from
/etc/sysctl.conf. The script also prompts you to restart the thin client for
the changes to take effect.
Important
-h
If you turn off core dumping, the script deletes all core
dumps from the /tmp directory, including core dumps that
were not created by Cisco Virtualization Experience Client.
Display the usage help.
Script example 1
vxc_run.sh –l off -c on
In this example, the script turns off logging and turns on core dumping.
Script example 2
vxc_run.sh –l on
In this example, the script turns on logging.
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Troubleshooting
Problem Reporting Tool
Problem Reporting Tool
The Problem Reporting Tool (PRT) is a small program that automatically runs in the event of an unrecoverable
error, unhandled exception, or crash in Cisco Jabber. The tool collects logs from the thin client and hosted
virtual desktop, and then creates a problem report. The report is a zip file that you can send to the Cisco
Technical Assistance Center (TAC), to provide the necessary information to solve the problem. The tool saves
the file to the user's desktop.
The Problem Reporting Tool (PRT) is a small program that automatically runs in the event of an unrecoverable
error, unhandled exception, or crash in a Cisco Unified Communications client, such as Cisco Jabber. The
tool collects logs from the thin client and hosted virtual desktop, and then creates a problem report. The report
is a zip file that you can send to the Cisco Technical Assistance Center (TAC), to provide the necessary
information to solve the problem.
If a user experiences an error that does not crash the software, the user can run the PRT from the Cisco Jabber
menu; Help > Report a problem.
Users can generate a problem report from the Windows Start menu if Cisco Jabber is not running. To access
the tool from outside the application, choose Start > All Programs > Cisco Jabber > Cisco Jabber Problem
Report.
Advise users to include a memory dump with the problem report if Cisco Jabber crashes.
Note
Users must accept the privacy agreement to run the PRT.
Cisco recommends that users provide a description of the circumstances leading up to the error. For more
detailed information about how to run the PRT, see the Troubleshooting section in the applicable user guide.
Deployment Guide for Cisco Virtualization Experience Media Engine for SUSE Linux Release 9.0
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