Cisco Plug and Play Application -- Troubleshooting

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== Introduction  ==
== Introduction  ==
-
The Cisco Plug and Play Application simplifies branch network rollout by securely and automatically delivering the bootstrap configuration on the Cisco Integrated Services  Router (ISR) and Cisco ISR-G2  during deployment.  
+
The Cisco Plug and Play Application simplifies branch network rollout by securely and automatically delivering the bootstrap configuration on the Cisco Integrated Services  Router (Cisco ISR) and Cisco ISR-G2  during deployment.  
-
The Cisco Plug and Play Application downloads the bootstrap configuration from the Cisco Prime Infrastructure and deploys it. The Cisco Plug and Play Application connects to the Cisco Plug and Play Gateway to communicate with Cisco Prime Infrastructure for downloading the bootstrap configuration.  
+
The Cisco Plug and Play Application downloads the bootstrap configuration from Cisco Prime Infrastructure and deploys it. The Cisco Plug and Play Application connects to the Cisco Plug and Play Gateway to communicate with Cisco Prime Infrastructure for downloading the bootstrap configuration.  
-
The Cisco Plug and Play Application automates and monitors the deployment progress, starting from delivering the bootstrap configuration, and until the entire deployment operation is complete. It thereby reduces the total deployment time and costs involved in this operation.  
+
The Cisco Plug and Play Application automates and monitors the deployment progress, starting from delivering the bootstrap configuration until the entire deployment operation is complete. It thereby reduces the total deployment time and costs involved in this operation.  
-
This document captures the troubleshooting information for both the iOS and Windows applications.  
+
This document captures the troubleshooting information when the Cisco Plug and Play Application is used in both iOS and Windows.  
== iOS Application  ==
== iOS Application  ==
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=== Supported Platform  ===
=== Supported Platform  ===
-
iPad or iPhone running iOS version 5.0 or later<br>
+
iPad or iPhone running iOS Version 5.0 or later  
== Windows Application  ==
== Windows Application  ==
-
=== Supported Operating System<br> ===
+
=== Supported Operating System  ===
*Windows XP  
*Windows XP  
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'''''Note: Windows 8 is currently not supported.'''''  
'''''Note: Windows 8 is currently not supported.'''''  
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=== Troubleshooting<br> ===
+
=== Troubleshooting  ===
 +
This section contains troubleshooting information for the various issues faced.
-
===== Another instance of the Cisco Plug and Play Application is running. Terminate the previous instance before launching the application<br>  =====
 
-
'''Message Type:'''<br>
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===== Another instance of the Cisco Plug and Play Application is running. Terminate the previous instance before launching the application. =====
-
Error message<br>
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'''Message Type:'''
-
'''Symptom:'''<br>
+
Error message
-
A popup error message "Another instance of Cisco Plug and Play Application is running. Terminate the previous instance before launching" is displayed.<br>
+
'''Symptom:'''
 +
 
 +
The following popup error message is displayed:
 +
"Another instance of Cisco Plug and Play Application is running. Terminate the previous instance before launching".
'''Solution:'''  
'''Solution:'''  
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Make sure that the Cisco Plug and Play Application is not already running. If it is running, you must either close the application before launching the application again or continue to use the already running instance of the application.  
+
Make sure that the Cisco Plug and Play Application is not already running. If it is running, you must either close the application before launching the application again or continue to use the instance that is already running.
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==== A device is being deployed. Terminating the deployment process might affect the device configuration. Do you want to terminate?<br> ====
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==== A device is being deployed. Terminating the deployment process might affect the device configuration. Do you want to terminate?  ====
-
'''Message Type:'''<br>
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'''Message Type:'''
-
Confirmation/Alert message.<br>
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Confirmation/Alert message.  
-
'''Symptom:'''<br>
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'''Symptom:'''
-
This error is seen when you try to close the application, while deployment is still in progress.<br>  
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This error is seen when you try to close the application while the deployment is still in progress.<br>  
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'''Solution:'''<br>Wait until the deployment is completed or close the application by clicking '''Yes'''. Clicking  '''Yes''' will terminate the deployment. If you click '''No''', the deployment operation will continue.<br>
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'''Solution:'''
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==== Unable to load the help document  ====
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Wait until the deployment is completed or close the application by clicking '''Yes'''. This will terminate the deployment. If you click '''No''', the deployment operation will continue.
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'''Message type:'''<br>
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==== Unable to load the Help document.  ====
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'''Symptom:'''<br>This error message is seen when you try to launch the user guide or troubleshooting guide from the application.
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'''Message Type:'''  
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'''Solution:'''<br>Make sure that you have Adobe PDF reader installed on your laptop.  
+
'''Symptom:'''
 +
This error message is displayed  when you try to launch the Cisco Plug and Play User Guide or Troubleshooting Guide from the Cisco Plug and Play Application.
 +
 
 +
'''Solution:'''
 +
Make sure that you have Adobe PDF Reader installed on your laptop.  
==== Bootstrap configuration download failed  ====
==== Bootstrap configuration download failed  ====
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'''Message Type:'''<br>Error message  
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'''Message Type:'''
 +
Error message  
-
'''Symptom:'''<br>Bootstrap configuration download failed  
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'''Symptom:'''
 +
The bootstrap configuration download has failed.
-
'''Solution:'''<br>
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'''Solution:'''
 +
Do the following:
*Verify the status of the Cisco Prime Infrastructure server and the Cisco Plug and Play Gateway to ensure that they are up and running. If they are not, restart the Cisco Prime Infrastructure server and the Cisco Plug and Play Gateway.
*Verify the status of the Cisco Prime Infrastructure server and the Cisco Plug and Play Gateway to ensure that they are up and running. If they are not, restart the Cisco Prime Infrastructure server and the Cisco Plug and Play Gateway.
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==== Deployment server not configured. Configure the deployment server before you begin downloading the configuration.  ====
==== Deployment server not configured. Configure the deployment server before you begin downloading the configuration.  ====
-
'''Message type:'''<br>Error message.  
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'''Message type:'''Error message.  
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'''Symptom:'''<br>This error is seen when the bootstrap configuration download prompts you to use a valid PIN.  
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'''Symptom:'''This error message is displayed when the bootstrap configuration download prompts you to use a valid PIN.
-
'''Solution:'''<br>Before downloading the bootstrap configuration, make sure that you configure the Cisco Prime Infrastructure and the Cisco Plug and Play Gateway fields on the '''Settings''' page.  
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'''Solution:'''Before downloading the bootstrap configuration, make sure that you configure the Cisco Prime Infrastructure and the Cisco Plug and Play Gateway fields on the '''Settings''' page.  
-
==== Communication Failed. Check the Plug and Play Gateway settings and the server status.  ====
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==== Communication failed. Check the Plug and Play Gateway settings and the server status.  ====
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'''Message Type:'''<br>Error message  
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'''Message Type:'''Error message  
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'''Symptom:'''<br>This error  is seen when you try to save the Settings information and it fails.   
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'''Symptom:'''This error  message is displayed when you try to save the Settings information and it fails.   
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'''Solution:'''<br>
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'''Solution:'''  
 +
Do the following:
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*Verify that the Cisco Prime Infrastructure and Cisco Plug and Play Gateway are up and running. If they are not, restart the server.  
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*Verify that Cisco Prime Infrastructure and the Cisco Plug and Play Gateway are up and running. If they are not, restart the Cisco Prime Infrastructure server and the Cisco Plug and Play Gateway.  
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*Make sure that proper IP connectivity exists between your laptop and the Cisco Prime Infrastructure server and Cisco Plug and Play Gateway.
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*Make sure that proper IP connectivity exists between your laptop and the Cisco Prime Infrastructure server and the Cisco Plug and Play Gateway.
-
==== SSL certificate store save failed (or) Connection or SSL certificate download failed to the server  ====
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==== SSL certificate store save failed (or) Connection or SSL certificate download failed to the server. ====
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'''Message Type:'''<br>Error message  
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'''Message Type:'''Error message  
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'''Symptom:'''<br>This error message is seen when the bootstrap download is requested using a PIN.  
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'''Symptom:'''This error message is displayed when you request a bootstrap download using a PIN.  
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'''Solution:'''<br>Verify that the Cisco Prime Infrastructure and Cisco Plug and Play Gateway are up and running. If they are not, restart the server.<br>Make sure that  proper IP connectivity exists between your laptop and the Cisco Prime Infrastructure and Cisco Plug and Play Gateway.<br>If the  Cisco Plug and Play HTTPS port is configured with non-default, reconfigure the application settings with the correct HTTPS port.<br>
+
'''Solution:'''
 +
Do the following:
 +
*Verify that Cisco Prime Infrastructure and the Cisco Plug and Play Gateway are up and running. If they are not, restart the Cisco Prime Infrastructure and the Cisco Plug and Play Gateway.
 +
*Make sure that  proper IP connectivity exists between your laptop and Cisco Prime Infrastructure and Cisco Plug and Play Gateway.
 +
If the  Cisco Plug and Play HTTPS port is configured with the non-default value, reconfigure the application settings with the correct HTTPS port.
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==== Deploy option is not enabled even after connecting the Cisco Plug and Play Application with the device  ====
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==== Deploy option is not enabled even after connecting the Cisco Plug and Play Application with the device. ====
'''Message Type: '''  
'''Message Type: '''  
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'''Symptom: '''  
'''Symptom: '''  
-
This error is seen when the necessary drivers are not installed for the USB Console cable.
+
This error message is displayed when the necessary drivers are not installed for the USB console cable.
'''Solution: '''  
'''Solution: '''  
-
You must  manually install the necessary drivers for the USB Console cable, and  then connect the cable.  
+
You must  manually install the necessary drivers for the USB console cable, and  then connect the cable to your laptop.  
-
==== Logging in to the device even after disconnecting the cable  ====
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==== Logging in to the device even after disconnecting the cable. ====
'''Message Type: '''  
'''Message Type: '''  
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'''Symptom: '''  
'''Symptom: '''  
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The user removes the USB Console cable while the Cisco Plug and Play Application is still connected to the device. The Cisco Plug and Play Application displays a message that it is connecting/logging in to the device. This happens because  the connector acts as a proxy for the Cisco Plug and Play Application.
+
When a  user removes the USB console cable while the Cisco Plug and Play Application is still connected to the device, a message stating that the application is connecting/logging in to the device is displayed. This occurs because  the connector acts as a proxy for the Cisco Plug and Play Application.
'''Solution: '''  
'''Solution: '''  
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Close the Cisco Plug and Play Application and open it again.
Close the Cisco Plug and Play Application and open it again.
-
==== Device Deployment failed  ====
+
==== Device Deployment failed. ====
'''Message type:'''  
'''Message type:'''  
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'''Symptom: '''  
'''Symptom: '''  
-
The Cisco Plug and Play Application  deploys all the configured CLIs to the  device and waits for the CNS configuration initial to succeed.  If the  CNS configuration initial is not initiated due to  device issues, the Cisco Plug and Play Application  will wait for two  mins to check if the  initial configuration is initiated. After two mins, if the device has still not initiated the CNS configuration initial, the  Cisco Plug and Play Application will display a message that the deployment has failed.
+
The Cisco Plug and Play Application  deploys all the configured CLIs to the  device and waits for the Cisco Networking Services (CNS) configuration initial to succeed.  If the  CNS configuration initial is not initiated due to  device issues, the Cisco Plug and Play Application  will wait for two  mins to check if the  initial configuration is initiated. After two mins, if the device has still not initiated the CNS configuration initial, the  Cisco Plug and Play Application will display a message that the deployment has failed.
'''Solution: '''  
'''Solution: '''  
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You must troubleshoot to assess the possible reasons for CNS initial not being  triggered.
You must troubleshoot to assess the possible reasons for CNS initial not being  triggered.
-
==== Deployment failed, but the device configuration is not reset  to initial state  ====
+
==== Deployment failed, but the device configuration is not reset  to initial state. ====
'''Message Type: '''  
'''Message Type: '''  
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'''Symptom: '''  
'''Symptom: '''  
-
When deployment fails due to a  valid reason,  and the  configuration on the device is not reset to its initial state.
+
This error message is displayed when deployment fails due to a  valid reason,  and the  configuration on the device is not reset to its initial state.
'''Solution: '''  
'''Solution: '''  
-
The Cisco Plug and Play Application will back up the configuration, and reset only on factory default routers (day zero). Resetting to the factory default state is not done on day1 devices.
+
The Cisco Plug and Play Application will back up the configuration, and reset only on factory-default routers (day zero). Resetting to the factory default state does not occur on day 1 devices.

Revision as of 03:54, 11 July 2013

Cisco Plug and Play Application -- Troubleshooting

Contents

Introduction

The Cisco Plug and Play Application simplifies branch network rollout by securely and automatically delivering the bootstrap configuration on the Cisco Integrated Services Router (Cisco ISR) and Cisco ISR-G2 during deployment.

The Cisco Plug and Play Application downloads the bootstrap configuration from Cisco Prime Infrastructure and deploys it. The Cisco Plug and Play Application connects to the Cisco Plug and Play Gateway to communicate with Cisco Prime Infrastructure for downloading the bootstrap configuration.

The Cisco Plug and Play Application automates and monitors the deployment progress, starting from delivering the bootstrap configuration until the entire deployment operation is complete. It thereby reduces the total deployment time and costs involved in this operation.

This document captures the troubleshooting information when the Cisco Plug and Play Application is used in both iOS and Windows.

iOS Application

Supported Platform

iPad or iPhone running iOS Version 5.0 or later

Windows Application

Supported Operating System

  • Windows XP
  • Windows 2000
  • Windows Vista
  • Windows 7

Note: Windows 8 is currently not supported.

Troubleshooting

This section contains troubleshooting information for the various issues faced.


Another instance of the Cisco Plug and Play Application is running. Terminate the previous instance before launching the application.

Message Type:

Error message

Symptom:

The following popup error message is displayed: "Another instance of Cisco Plug and Play Application is running. Terminate the previous instance before launching".

Solution:

Make sure that the Cisco Plug and Play Application is not already running. If it is running, you must either close the application before launching the application again or continue to use the instance that is already running.

A device is being deployed. Terminating the deployment process might affect the device configuration. Do you want to terminate?

Message Type:

Confirmation/Alert message.

Symptom:

This error is seen when you try to close the application while the deployment is still in progress.

Solution:

Wait until the deployment is completed or close the application by clicking Yes. This will terminate the deployment. If you click No, the deployment operation will continue.

Unable to load the Help document.

Message Type:

Symptom: This error message is displayed when you try to launch the Cisco Plug and Play User Guide or Troubleshooting Guide from the Cisco Plug and Play Application.

Solution: Make sure that you have Adobe PDF Reader installed on your laptop.

Bootstrap configuration download failed

Message Type: Error message

Symptom: The bootstrap configuration download has failed.

Solution: Do the following:

  • Verify the status of the Cisco Prime Infrastructure server and the Cisco Plug and Play Gateway to ensure that they are up and running. If they are not, restart the Cisco Prime Infrastructure server and the Cisco Plug and Play Gateway.
  • Make sure that proper IP connectivity exists between your laptop and the Cisco Prime Infrastructure server and the Cisco Plug and Play Gateway.

Deployment server not configured. Configure the deployment server before you begin downloading the configuration.

Message type:Error message.

Symptom:This error message is displayed when the bootstrap configuration download prompts you to use a valid PIN.

Solution:Before downloading the bootstrap configuration, make sure that you configure the Cisco Prime Infrastructure and the Cisco Plug and Play Gateway fields on the Settings page.

Communication failed. Check the Plug and Play Gateway settings and the server status.

Message Type:Error message

Symptom:This error message is displayed when you try to save the Settings information and it fails.

Solution: Do the following:

  • Verify that Cisco Prime Infrastructure and the Cisco Plug and Play Gateway are up and running. If they are not, restart the Cisco Prime Infrastructure server and the Cisco Plug and Play Gateway.
  • Make sure that proper IP connectivity exists between your laptop and the Cisco Prime Infrastructure server and the Cisco Plug and Play Gateway.

SSL certificate store save failed (or) Connection or SSL certificate download failed to the server.

Message Type:Error message

Symptom:This error message is displayed when you request a bootstrap download using a PIN.

Solution: Do the following:

  • Verify that Cisco Prime Infrastructure and the Cisco Plug and Play Gateway are up and running. If they are not, restart the Cisco Prime Infrastructure and the Cisco Plug and Play Gateway.
  • Make sure that proper IP connectivity exists between your laptop and Cisco Prime Infrastructure and Cisco Plug and Play Gateway.

If the Cisco Plug and Play HTTPS port is configured with the non-default value, reconfigure the application settings with the correct HTTPS port.

Deploy option is not enabled even after connecting the Cisco Plug and Play Application with the device.

Message Type:

NA

Symptom:

This error message is displayed when the necessary drivers are not installed for the USB console cable.

Solution:

You must manually install the necessary drivers for the USB console cable, and then connect the cable to your laptop.

Logging in to the device even after disconnecting the cable.

Message Type:

NA

Symptom:

When a user removes the USB console cable while the Cisco Plug and Play Application is still connected to the device, a message stating that the application is connecting/logging in to the device is displayed. This occurs because the connector acts as a proxy for the Cisco Plug and Play Application.

Solution:

Close the Cisco Plug and Play Application and open it again.

Device Deployment failed.

Message type:

Error Message

Symptom:

The Cisco Plug and Play Application deploys all the configured CLIs to the device and waits for the Cisco Networking Services (CNS) configuration initial to succeed. If the CNS configuration initial is not initiated due to device issues, the Cisco Plug and Play Application will wait for two mins to check if the initial configuration is initiated. After two mins, if the device has still not initiated the CNS configuration initial, the Cisco Plug and Play Application will display a message that the deployment has failed.

Solution:

You must troubleshoot to assess the possible reasons for CNS initial not being triggered.

Deployment failed, but the device configuration is not reset to initial state.

Message Type:

NA

Symptom:

This error message is displayed when deployment fails due to a valid reason, and the configuration on the device is not reset to its initial state.

Solution:

The Cisco Plug and Play Application will back up the configuration, and reset only on factory-default routers (day zero). Resetting to the factory default state does not occur on day 1 devices.

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