Troubleshooting

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Basic Troubleshooting for Cisco VXC 6215, page 1

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Basic Troubleshooting for Dell Wyse Z50D, page 2

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Log Files and Core Dumps, page 3

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Problem Reporting Tool, page 5

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Gather Logs Manually, page 5

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

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Basic Troubleshooting for Dell Wyse Z50D admin 31576 31303 0 11:05 pts/0 00:00:00 grep -r vxc admin@LWT44d3ca76ba19:~>

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.

Basic Troubleshooting for Dell Wyse Z50D

Verify Platform Base Image Version

You can open System Information to verify the build version.

Procedure

Step 1 Click the System Information icon in the notification area of the taskbar.

Step 2 Select the Identity tab.

Step 3 Under System, look for the Build line.

Verify Installation of Cisco VXME and VXME Pre-requisite Add-ons

You can use System Information to verify that Cisco Virtualization Experience Media Engine is installed, and to verify the versions of the add-ons.

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Verify Cisco VXME and VXME Pre-requisite Add-on Versions

Procedure

Step 1 Click the System Information icon in the notification area of the taskbar.

Step 2 Select the Packages tab.

Step 3 Scroll down the alphabetical list and look for vxme and vxme-pre-reqs.

The add-on versions appear in the Versions column.

Verify Cisco VXME and VXME Pre-requisite Add-on Versions

You can use xterm to verify which versions of Cisco Virtualization Experience Media Engine (VXME) and

VXME Pre-requisite add-ons are installed. Alternately, you can check System Information when you verify that both add-ons are installed.

Procedure

Step 1 Open xterm.

Step 2 Type the following command, and then press Enter.

Example: rpm –qa | grep vxme

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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Log Files and Core Dumps

Table 1: Logging operations

Option

-l on

-l off

-c on

-c off

-h

Description

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.

Turn off logging for Cisco VXC 6215. This option deletes the

/var/log/cisco directory and the ciscolog.conf file.

Note 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.

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.

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 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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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 a Cisco Unified Communications client, such as Cisco Jabber or Cisco

UC Integration for Microsoft Lync. 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 Problem Reporting Tool (PRT) is a small program, which automatically runs in the event of an unrecoverable error, unhandled exception, or crash in a Cisco Unified Communications client, such as Cisco

Jabber or Cisco UC Integration for Microsoft Lync. 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 client Help 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.

Users can generate a problem report from the Windows Start menu if Cisco UC Integration for Microsoft

Lync is not running. To access the tool from outside the application, choose Start > All Programs > Cisco

Systems, Inc > Report a problem.

Advise users to include a memory dump with the problem report if their Cisco Unified Communications client 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.

Gather Logs Manually

If the virtual channel goes down, the Problem Reporting Tool cannot gather the Virtualization Experience

Media Engine logs from the thin client. You can use Cisco VXC Manager or Dell Wyse WDM to gather the logs.

Before You Begin

You must have an FTP server set up, if you want to use FTP.

Procedure

Step 1 In VXC Manager or WDM, right-click on the thin client and select Execute Command.

Step 2 In the Execute dialog box, type the following command and then press Enter.

/usr/bin/collect-files

This step collects the logs and creates a compressed package.

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Step 3 To send the file to the FTP server, type the following command and then press Enter.

/usr/bin/curl -T /root/VXC*.tar.gz ftp://1.1.1.1

Where 1.1.1.1 is the IP address of the FTP server.

Step 4 To remove the .tar.gz file, type the following command and then press Enter.

/bin/rm /root/vxc*.tar.gz

Troubleshooting

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