Troubleshooting Cisco Prime Collaboration

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For information on installing Prime Collaboration Assurance, Prime Collaboration Provisioning, and system requirements,  
For information on installing Prime Collaboration Assurance, Prime Collaboration Provisioning, and system requirements,  
-
see Cisco Prime Collaboration Quick Start Guide:
+
see [http://www.cisco.com/en/US/docs/net_mgmt/prime/collaboration/9.0/quick/start/guide/Cisco_Prime_Collaboration_9.html Cisco Prime Collaboration Quick Start Guide].
-
[http://www.cisco.com/en/US/docs/net_mgmt/prime/collaboration/9.0/quick/start/guide/Cisco_Prime_Collaboration_9.html www.cisco.com/en/US/docs/net_mgmt/prime/collaboration/9.0/quick/start/guide/Cisco_Prime_Collaboration_9.html]. </pre>
+
</pre>
==== How to upgrade Cisco Prime Collaboration Provisioning from small to medium&nbsp;deployment model?  ====
==== How to upgrade Cisco Prime Collaboration Provisioning from small to medium&nbsp;deployment model?  ====

Revision as of 08:46, 3 January 2013


Contents

Installation and Upgrade

How to verify the Cisco Prime Collaboration Assurance installation?

If you are unable to launch Prime Collaboration Assurance, it could be because the required processes are not running on the Prime Collaboration Assurance server.

  1. Log in to the Assurance server using the SSH service and with the CLI admin that you created during OVA configuration. By default, this username is admin.
  2. Enter the following command to display the processes that are running:

           show application status cpcm
           The following is sample output of the status command

           STAT PID USER COMMAND ELAPSED
           ==============================================

           S<l 10401 root Decap_main 17:45:54
           Sl 12586 root emsam_fault 17:43:18
           Sl 10695 root emsam_inventory 17:45:39
           Sl 10602 root emsam_mq 17:45:47
           Sl 12148 root emsam_poller 17:43:38
           Sl 13295 root emsam_sessionmo 17:42:48
           Sl 11994 root emsam_tomcat 17:44:02
           Sl 13422 root emsam_troublesh 17:42:44
           Ss 10497 oracle oracle 17:45:53
           Ssl 10431 oracle tnslsnr 17:45:54     

          STAT PID USER COMMAND ELAPSED
          ===============================================
          S<l  4149 root Decap_main 5-20:27:15
          SNl 5780 root emsam_fault 5-20:24:16
          SNl 4414 root emsam_inventory 5-20:26:41
          SNl 4343 root emsam_mq 5-20:26:50
          SNl 5343 root emsam_poller 5-20:24:35
          SNl 6527 root emsam_sessionmo 5-20:23:45
          SNl 5258 root emsam_tomcat 5-20:24:56
          SNl 6502 root emsam_troublesh 5-20:23:46
          SNs 4269 oracle oracle 5-20:27:03
          SNsl 4181 oracle tnslsnr 5-20:27:12
Process= ESS
State = Program started - No mgt msgs received
Pid = 5559
RC = 0
Signo = 0
Start = 09/14/12 19:12:32
Stop = Not applicable
Core = Not applicable
Info = Application started by administrator request.

Process= VHMIntegrator
State = Program started - No mgt msgs received
Pid = 5616
RC = 0
Signo = 0
Start = 09/14/12 19:12:36
Stop = Not applicable
Core = Not applicable
Info = Application started by administrator request.

Process= IPIUDataServer
State = Running normally
Pid = 5617
RC = 0
Signo = 0
Start = 09/14/12 19:12:36
Stop = Not applicable
Core = Not applicable
Info = IPIUDataServer started.

Process= EssMonitor
State = Running normally
Pid = 5618
RC = 0
Signo = 0
Start = 09/14/12 19:12:36
Stop = Not applicable
Core = Not applicable
Info = ESS is fully up now !

Process= InventoryCollector
State = Program started - No mgt msgs received
Pid = 6029
RC = 0
Signo = 0
Start = 09/14/12 19:12:55
Stop = Not applicable
Core = Not applicable
Info = Application started by administrator request.

Process= SSHD
State = Program started - No mgt msgs received
Pid = 6031
RC = 0
Signo = 0
Start = 09/14/12 19:12:55
Stop = Not applicable
Core = Not applicable
Info = Application started by administrator request.

Process= QOVRMonitor
State = Program started - No mgt msgs received
Pid = 6032
RC = 0
Signo = 0
Start = 09/14/12 19:12:55
Stop = Not applicable
Core = Not applicable
Info = Application started by administrator request.

Process= QOVRDbEngine
State = Program started - No mgt msgs received
Pid = 6033
RC = 0
Signo = 0
Start = 09/14/12 19:12:55
Stop = Not applicable
Core = Not applicable
Info = Application started by administrator request.

Process= QOVRDbMonitor
State = Running normally
Pid = 6118
RC = 0
Signo = 0
Start = 09/14/12 19:12:59
Stop = Not applicable
Core = Not applicable
Info = DbMonitor Running Normally.

Process= QOVRMultiProcLogger
State = Program started - No mgt msgs received
Pid = 6602
RC = 0
Signo = 0
Start = 09/14/12 19:13:19
Stop = Not applicable
Core = Not applicable
Info = Application started by administrator request.

Process= IPSLAPurgeTask
State = Administrator has shut down this server
Pid = 0
RC = 0
Signo = 0
Start = 09/14/12 19:14:35
Stop = 09/14/12 19:14:37
Core = Not applicable
Info = DPS Task IPSLAPurgeTask completed at Fri Sep 14 19:14:37 UTC 2012. For status check Job Management UI.

Process= FHPurgeTask
State = Administrator has shut down this server
Pid = 0
RC = 0
Signo = 0
Start = 09/14/12 19:14:35
Stop = 09/14/12 19:14:55
Core = Not applicable
Info = DPS Task FHPurgeTask completed at Fri Sep 14 19:14:54 UTC 2012. For status check Job Management UI.

Process= SEGPurgeTask
State = Administrator has shut down this server
Pid = 0
RC = 0
Signo = 0
Start = 09/14/12 19:14:35
Stop = 09/14/12 19:14:37
Core = Not applicable
Info = DPS Task SEGPurgeTask completed at Fri Sep 14 19:14:37 UTC 2012. For status check Job Management UI.

Process= IPCDiscovery
State = Administrator has shut down this server
Pid = 0
RC = 1
Signo = 0
Start = 09/14/12 19:14:35
Stop = 09/14/12 19:14:37
Core = Not applicable
Info = Application started by administrator request.

Process= SDRPurgeTask
State = Administrator has shut down this server
Pid = 0
RC = 0
Signo = 0
Start = 09/14/12 19:14:35
Stop = 09/14/12 19:14:55
Core = Not applicable
Info = DPS Task SDRPurgeTask completed at Fri Sep 14 19:14:54 UTC 2012. For status check Job Management UI.

Process= IVR
State = Program started - No mgt msgs received
Pid = 6608
RC = 0
Signo = 0
Start = 09/14/12 19:13:19
Stop = Not applicable
Core = Not applicable
Info = Application started by administrator request.

Process= DiagPurgeTask
State = Administrator has shut down this server
Pid = 0
RC = 0
Signo = 0
Start = 09/14/12 19:14:35
Stop = 09/14/12 19:14:55
Core = Not applicable
Info = DPS Task DiagPurgeTask completed at Fri Sep 14 19:14:54 UTC 2012. For status check Job Management UI.

Process= IPIUDbEngine
State = Program started - No mgt msgs received
Pid = 6610
RC = 0
Signo = 0
Start = 09/14/12 19:13:20
Stop = Not applicable
Core = Not applicable
Info = Application started by administrator request.

Process= IPIUDbMonitor
State = Running normally
Pid = 6848
RC = 0
Signo = 0
Start = 09/14/12 19:13:24
Stop = Not applicable
Core = Not applicable
Info = DbMonitor Running Normally.

Process= FHDbEngine
State = Program started - No mgt msgs received
Pid = 6849
RC = 0
Signo = 0
Start = 09/14/12 19:13:24
Stop = Not applicable
Core = Not applicable
Info = Application started by administrator request.

Process= FHDbMonitor
State = Running normally
Pid = 6985
RC = 0
Signo = 0
Start = 09/14/12 19:13:28
Stop = Not applicable
Core = Not applicable
Info = DbMonitor Running Normally.

Process= INVDbEngine
State = Program started - No mgt msgs received
Pid = 6987
RC = 0
Signo = 0
Start = 09/14/12 19:13:28
Stop = Not applicable
Core = Not applicable
Info = Application started by administrator request.

Process= ITMDiagServer
State = Program started - No mgt msgs received
Pid = 7096
RC = 0
Signo = 0
Start = 09/14/12 19:13:32
Stop = Not applicable
Core = Not applicable
Info = Application started by administrator request.

Process= INVDbMonitor
State = Running normally
Pid = 7097
RC = 0
Signo = 0
Start = 09/14/12 19:13:32
Stop = Not applicable
Core = Not applicable
Info = DbMonitor Running Normally.

Process= EPMDbEngine
State = Program started - No mgt msgs received
Pid = 7098
RC = 0
Signo = 0
Start = 09/14/12 19:13:32
Stop = Not applicable
Core = Not applicable
Info = Application started by administrator request.

Process= EPMDbMonitor
State = Running normally
Pid = 7174
RC = 0
Signo = 0
Start = 09/14/12 19:13:36
Stop = Not applicable
Core = Not applicable
Info = DbMonitor Running Normally.

Process= SIRServer
State = Program started - No mgt msgs received
Pid = 7175
RC = 0
Signo = 0
Start = 09/14/12 19:13:36
Stop = Not applicable
Core = Not applicable
Info = Application started by administrator request.

Process= GPF
State = Running normally
Pid = 7226
RC = 0
Signo = 0
Start = 09/14/12 19:13:40
Stop = Not applicable
Core = Not applicable
Info = GPF process successfully started.

Process= ITMLogServer
State = Program started - No mgt msgs received
Pid = 7227
RC = 0
Signo = 0
Start = 09/14/12 19:13:40
Stop = Not applicable
Core = Not applicable
Info = Application started by administrator request.

Process= ITMCTMStartup
State = Administrator has shut down this server
Pid = 0
RC = 0
Signo = 0
Start = 09/14/12 19:14:35
Stop = 09/14/12 19:14:37
Core = Not applicable
Info = Application started by administrator request.

Process= DfmBroker
State = Running normally
Pid = 7229
RC = 0
Signo = 0
Start = 09/14/12 19:13:40
Stop = Not applicable
Core = Not applicable
Info = DfmBroker is running normally

Process= DfmServer
State = Running normally
Pid = 7366
RC = 0
Signo = 0
Start = 09/14/12 19:13:44
Stop = Not applicable
Core = Not applicable
Info = DfmServer initialized OK.

Process= CSDiscovery
State = Never started
Pid = 0
RC = 0
Signo = 0
Start = N/A
Stop = Not applicable
Core = Not applicable
Info = Not applicable,

Process= DCRDevicePoll
State = Never started
Pid = 0
RC = 0
Signo = 0
Start = N/A
Stop = Not applicable
Core = Not applicable
Info = Not applicable,

Process= CSRegistryServer
State = Running normally
Pid = 7367
RC = 0
Signo = 0
Start = 09/14/12 19:13:44
Stop = Not applicable
Core = Not applicable
Info = CSRegistryServer is running

Process= TomcatMonitor
State = Running normally
Pid = 7368
RC = 0
Signo = 0
Start = 09/14/12 19:13:44
Stop = Not applicable
Core = Not applicable
Info = Tomcat Server up

Process= LicenseServer
State = Program started - No mgt msgs received
Pid = 7370
RC = 0
Signo = 0
Start = 09/14/12 19:13:44
Stop = Not applicable
Core = Not applicable
Info = Application started by administrator request.

Process= FDRewinder
State = Never started
Pid = 0
RC = 0
Signo = 0
Start = N/A
Stop = Not applicable
Core = Not applicable
Info = Not applicable,

Process= NameServer
State = Program started - No mgt msgs received
Pid = 7371
RC = 0
Signo = 0
Start = 09/14/12 19:13:44
Stop = Not applicable
Core = Not applicable
Info = Application started by administrator request.

Process= NameServiceMonitor
State = Program started - No mgt msgs received
Pid = 7504
RC = 0
Signo = 0
Start = 09/14/12 19:13:48
Stop = Not applicable
Core = Not applicable
Info = Application started by administrator request.

Process= EDS
State = Running normally
Pid = 7624
RC = 0
Signo = 0
Start = 09/14/12 19:13:52
Stop = Not applicable
Core = Not applicable
Info = Initialization complete

Process= CmfDbEngine
State = Program started - No mgt msgs received
Pid = 7931
RC = 0
Signo = 0
Start = 09/14/12 19:14:02
Stop = Not applicable
Core = Not applicable
Info = Application started by administrator request.

Process= CmfDbMonitor
State = Running normally
Pid = 8005
RC = 0
Signo = 0
Start = 09/14/12 19:14:06
Stop = Not applicable
Core = Not applicable
Info = DbMonitor Running Normally.

Process= EDS-GCF
State = Running normally
Pid = 8055
RC = 0
Signo = 0
Start = 09/14/12 19:14:07
Stop = Not applicable
Core = Not applicable
Info = GCF Initialization complete at Fri Sep 14 19:14:16 UTC 2012

Process= DCRServer
State = Running normally
Pid = 8056
RC = 0
Signo = 0
Start = 09/14/12 19:14:07
Stop = Not applicable
Core = Not applicable
Info = DCRServer is up and running

Process= CMFOGSServer
State = Program started - No mgt msgs received
Pid = 8144
RC = 0
Signo = 0
Start = 09/14/12 19:14:11
Stop = Not applicable
Core = Not applicable
Info = Application started by administrator request.

Process= TISServer
State = Program started - No mgt msgs received
Pid = 8145
RC = 0
Signo = 0
Start = 09/14/12 19:14:11
Stop = Not applicable
Core = Not applicable
Info = Application started by administrator request.

Process= EPMServer
State = Running normally
Pid = 8238
RC = 0
Signo = 0
Start = 09/14/12 19:14:15
Stop = Not applicable
Core = Not applicable
Info = EPMServer is up and running

Process= STServer
State = Program started - No mgt msgs received
Pid = 8355
RC = 0
Signo = 0
Start = 09/14/12 19:14:19
Stop = Not applicable
Core = Not applicable
Info = Application started by administrator request.

Process= AdapterServer
State = Program started - No mgt msgs received
Pid = 8356
RC = 0
Signo = 0
Start = 09/14/12 19:14:19
Stop = Not applicable
Core = Not applicable
Info = Application started by administrator request.

Process= VHMServer
State = Program started - No mgt msgs received
Pid = 8490
RC = 0
Signo = 0
Start = 09/14/12 19:14:23
Stop = Not applicable
Core = Not applicable
Info = Application started by administrator request.

Process= PIFServer
State = Program started - No mgt msgs received
Pid = 8491
RC = 0
Signo = 0
Start = 09/14/12 19:14:23
Stop = Not applicable
Core = Not applicable
Info = Application started by administrator request.

Process= SRSTServer
State = Running normally
Pid = 8492
RC = 0
Signo = 0
Start = 09/14/12 19:14:23
Stop = Not applicable
Core = Not applicable
Info = SRSTServer started.

Process= FHServer
State = Program started - No mgt msgs received
Pid = 8493
RC = 0
Signo = 0
Start = 09/14/12 19:14:23
Stop = Not applicable
Core = Not applicable
Info = Application started by administrator request.

Process= QoVMServer
State = Program started - No mgt msgs received
Pid = 8494
RC = 0
Signo = 0
Start = 09/14/12 19:14:23
Stop = Not applicable
Core = Not applicable
Info = Application started by administrator request.

Process= QOVR
State = Running normally
Pid = 8702
RC = 0
Signo = 0
Start = 09/14/12 19:14:27
Stop = Not applicable
Core = Not applicable
Info = DHMain is up and running

Process= IPSLAServer
State = Program started - No mgt msgs received
Pid = 8703
RC = 0
Signo = 0
Start = 09/14/12 19:14:27
Stop = Not applicable
Core = Not applicable
Info = Application started by administrator request.

Process= SEGServer
State = Running normally
Pid = 8704
RC = 0
Signo = 0
Start = 09/14/12 19:14:27
Stop = Not applicable
Core = Not applicable
Info = SEGServer is up and running

Process= ITMOGSServer
State = Program started - No mgt msgs received
Pid = 8705
RC = 0
Signo = 0
Start = 09/14/12 19:14:27
Stop = Not applicable
Core = Not applicable
Info = Application started by administrator request.

Process= NOTSServer
State = Running normally
Pid = 8898
RC = 0
Signo = 0
Start = 09/14/12 19:14:31
Stop = Not applicable
Core = Not applicable
Info = NOTSServer started.

Process= PTMServer
State = Running normally
Pid = 8903
RC = 0
Signo = 0
Start = 09/14/12 19:14:31
Stop = Not applicable
Core = Not applicable
Info = Started Successfully

Process= TopoServer
State = Program started - No mgt msgs received
Pid = 8904
RC = 0
Signo = 0
Start = 09/14/12 19:14:31
Stop = Not applicable
Core = Not applicable
Info = Application started by administrator request.

Process= SMDBMonitor
State = Program started - No mgt msgs received
Pid = 8905
RC = 0
Signo = 0
Start = 09/14/12 19:14:31
Stop = Not applicable
Core = Not applicable
Info = Application started by administrator request.

Process= jrm
State = Administrator has shut down this server
Pid = 0
RC = 1
Signo = 0
Start = 09/14/12 19:14:31
Stop = 09/14/12 19:17:55
Core = Not applicable
Info = Application started by administrator request.

Process= DataPurge
State = Administrator has shut down this server
Pid = 0
RC = 0
Signo = 0
Start = 09/14/12 19:14:35
Stop = 09/14/12 19:17:55
Core = Not applicable
Info = DataPurge initialization complete at Fri Sep 14 19:17:55 UTC 2012.

Process= diskWatcher
State = Running normally
Pid = 9148
RC = 0
Signo = 0
Start = 09/14/12 19:14:35
Stop = Not applicable
Core = Not applicable
Info = diskWatcher initialized OK.

The parameters in the COMMAND column are the processes that are running on the Assurance server. If you do not
see all of these processes running, enter the following commands to restart the Assurance services:
<hostname>/admin#application stop cpcm
<hostname>/admin#application start cpcm

The application start cpcm/cpcmcontrol.sh start takes 10 to15 minutes for execution and

application stop cpcm/cpcmcontrol.sh stop takes 10 minutes.

3. Repeat Step 2 and check whether all of the processes are running.

    If all of the required processes are still not running on the Prime Collaboration Assurance server or if you are unable to access the Prime Collaboration Assurance URL, contact the Cisco support team.

   If all the processes are running, see the "Getting Started" chapter, of the Cisco Prime Collaboration 9.0 Quick Start Guide to get started with the Prime Collaboration Assurance application.

How to verify the Cisco Prime Collaboration Provisioning installation?

After you install Prime Collaboration Provisioning, verify if it has been properly installed.

  1. In a browser, specify the IP address of the server on which Provisioning has been installed.
    The login page is displayed. Log in with globaladmin credentials.
  2. Log in to the Provisioning server using the SSH service and with the CLI admin that you created during OVA configuration. By default, this username is admin.
  3. Enter the following command to display the processes that are running:
    show application status cpcm

    bash: no job control in this shell
    httpd denotes httpd service.
    nice.sh denotes Nice service.
    startcupm.sh denotes Jboss service.
    postmaster/su denotes Postgres service.
    STAT PID USER COMMAND ELAPSED
    ===============================================
    Ss 629 root httpd 02:11:38
    S 613 root nice.sh 02:11:38
    S 610 root startcupm.sh 02:11:38
    S 608 root su 02:11:38

    The parameters in the COMMAND column are the processes that are running on the Prime Collaboration Provisioning server. If you do not see the processes running, enter the following commands to restart the Prime Collaboration Provisioning services:
    admin#application stop cpcm
    admin#application start cpcm
    The above commands take one or two minutes to stop or start the Prime Collaboration Provisioning services.

You can verify if the installation is complete and successful, by checking if the JBoss service is running.
In the SSH terminal, run the following command as a root user to know if the JBoss service is running:
ps - aef|grep startcupm
You can also check at what time the JBoss service was started, in the following location (in the last line of the log file):
/opt/cupm/sep/logs/jboss.log
If the JBoss service is running, see the "Getting Started" chapter, of the Cisco Prime Collaboration 9.0 Quick Start Guide to get started with the Prime Collaboration Provisioning application.

How to upgrade Cisco Prime Collaboration Assurance deployment model?

If you need to upgrade Cisco Prime Collaboration Assurance deployment model, you must first upgrade your hardware resources, such as, vRAM, vCPU, and vDisk.

Also, you must increase the virtual disk size by adding a new vDisk. (Refer to VMware documentation to upgrade the hardware resources. Contact Cisco TAC for further assistance.)

You can upgrade the Cisco Prime Collaboration Assurance deployment model to medium, large, or very large using the following tuning script.


# /opt/emms/emsam/bin/cpcmtuning.sh

From the options displayed, choose the deployment model (excluding option 1) that you wish to upgrade to, and then select Y to proceed with upgrading or N to reselect the deployment model.

Note:

You can upgrade Cisco Prime Collaboration Assurance server (thick provisioned format) from small to medium, large, or very large 
deployment model, using the Cisco Prime Assurance tuning script.

You can upgrade Cisco Prime Collaboration Provisioning server (thick provisioned format) from small to medium deployment model, 
using the Cisco Prime Provisioning tuning script.

However, you must manually upgrade Cisco Prime Collaboration Provisioning server medium deployment model to large deployment model. 
The procedure to upgrade Provisioning small and medium deployment models are listed in the following sections. 

For information on installing Prime Collaboration Assurance, Prime Collaboration Provisioning, and system requirements, 
see [http://www.cisco.com/en/US/docs/net_mgmt/prime/collaboration/9.0/quick/start/guide/Cisco_Prime_Collaboration_9.html Cisco Prime Collaboration Quick Start Guide].

How to upgrade Cisco Prime Collaboration Provisioning from small to medium deployment model?

After you manually upgrade the system requirements (vRAM, vCPU, vDISK and such), you must run the following scripts listed in the procedure:

  1. Execute the memorymodel.sh file under /opt/cupm:
    ./memorymodel.sh medium "-Xms512m -Xmx1024m -XX:MaxPermSize=256m -server" "-Xms512m -Xmx1024m -XX:MaxPermSize=256m" simple all
  2. Execute cpcmdiskutil.sh under /opt/cupm:
    . cpcmdiskutil.sh /dev/sda
  3. Restart the server(vmware instance)

How to upgrade Cisco Prime Collaboration Provisioning application server from medium to large deployment model?

After you upgrade the system requirements (vRAM, vCPU, vDISK and such), perform the following steps:

  1. Stop jboss and nice services in the application server.
  2. Go to /opt/cupm/sep/build/bin and execute vi nice.sh
  3. Modify the following line-
    JAVA_OPTS="-Xms512m -Xmx1024m -XX:MaxPermSize=256m"
    a<span id="fck_dom_range_temp_1357198455032_401" /><span id="fck_dom_range_temp_1357198455033_200" />s 
    JAVA_OPTS="-Xms512m -Xmx4096m -XX:MaxPermSize=512m"
  4. Save nice.sh file.
  5. Execute vi run.conf
  6. Modify the following line:
    JAVA_OPTS="-Xms512m -Xmx1024m -XX:MaxPermSize=256m -server"
    as 
    JAVA_OPTS="-Xms512m -Xmx4096m -XX:MaxPermSize=512m -server"
  7. Save run.conf file.
  8. Execute cpcmdiskutil.sh under /opt/cupm (This step is to allocate extra disk space for /opt volume):
    . cpcmdiskutil.sh /dev/sda
  9. Restart Provisioning services:
    /etc/init.d/pmservers start
  10. Restart the server (vmware instance)

How to upgrade Cisco Prime Collaboration Provisioning database server from medium to large deployment model?

  1. Stop the database service:
    /etc/init.d/pmservers stop
  2. Copy the configuration file:
    cp "/opt/cupm/postgres/9.0/postgresql.conf.large" "/opt/postgres/9.0/data/postgresql.conf.large"
  3. Rename the file as postgresql.conf:
    mv "/opt/postgres/9.0/data/postgresql.conf.large" "/opt/postgres/9.0/data/postgresql.conf"
  4. Update the file - /opt/postgres/9.0/data/postgresql.conf:
    In the above file, search for the word "@PORT@" and change it as - 5432
  5. Restart Provisioning services:
    /etc/init.d/pmservers stop
  6. Execute cpcmdiskutil.sh under /opt/cupm (this step is to allocate the extra disk space to /opt volume):
    . cpcmdiskutil.sh /dev/sda
  7. Restart the server (vmware instance)

User Interface

How to remove the SSL certificate warning?

  • Windows Internet Explorer—You can permanently remove the SSL certificate warning by installing the Prime Collaboration self-signed certificate.
  • Mozilla Firefox—You can remove the SSL certificate warning only by adding an exception.

In Windows Internet Explorer, to remove the SSL certificate warning:

  1. Choose Continue to this website (not recommended).
  2. Choose Tools > Internet Options.
  3. In the Internet Options dialog box, click the Security tab, choose Trusted sites, and then click Sites.
  4. Confirm that the URL that appears in the field and matches the application URL, and then click Add.
  5. Close all dialog boxes and refresh the browser.
  6. Choose Certificate Error to the right of the address bar, and then click View certificates.
  7. In the Certificate dialog box, click Install Certificate.
  8. In the Certificate Import Wizard dialog box, click Next.
  9. Click the Place all certificates in the following store radio button, and then click Browse.
  10. In the Select Certificate Store dialog box, choose Trusted Root Certification Authorities, and then click OK.
  11. Click Next > Finish.
  12. In the Security Warning message box, click Yes.
  13. In the Certificate Import Wizard message box, click OK.
  14. In the Certificate dialog box, click OK.
  15. Repeat Step 2 and Step 3.
  16. Select the URL in the Websites section, and then click Remove.
  17. Close all dialog boxes, restart the browser, and invoke Prime Collaboration. See the "Getting Started" chapter of Prime Collaboration 9.0 Administration Guide for information about invoking Prime Collaboration.

If you have a safe URL implemented, do the following:

  1. Choose Tools > Internet Options.
  2. In the Internet Options dialog box, click the Advanced tab.
  3. In the Security section, uncheck the Warn about certificate address mismatch check box.

In Mozilla Firefox, to remove the SSL certificate warning:

  1. ClickI Understand the Risks >Add Exception.
  2. In the the Add Security Exception dialog box, click Confirm Security Exception.

Video Troubleshooting

While performing the troubleshooting workflow between endpoints, I am seeing these issues:

  • Troubleshooting status shows Errored and log tab shows Pathtrace Discovery could not be completed because of an internal error.

Some network nodes are missing in the path topology

If you are seeing any one of the above issues, you can check whether:

  • "utils network mtr" runs successfully between the source endpoint and destination device; where the source endpoint is a Cisco TelePresence System (CTS 500, 1000 and or 3000).
  • "systemtools network traceroute" runs successfully between the source endpoint and destination device; where the source endpoint is a Cisco C and/or EX series system.
    traceroute runs successfully between the first hop router or layer 3 switch and destination device. The first hop router or layer 3 switch is connected to either a Cisco Video Phone (89xx/99xx) Cisco Cius, Cisco Jabber video, Polycom, and/or E20.
    In addition, you must ensure that traceroute command from Prime Collaboration server to the source device works successfully where the source device is Cisco Jabber Video, Polycom, E20.
  • "systemtools network traceroute" runs successfully between the source endpoint and destination device; where the source endpoint is a Cisco MXP.

The first hop router or layer 3 switch must have the CLI Access Level RW (Prime Collaboration server > Operate > Device Work Center > Current Inventory table).

The troubleshooting status shows No CLI Access and does not allow to troubleshoot.

Check whether the source device has CLI Access Level as RW (Prime Collaboration server > Operate > Device Work Center > Current Inventory table).

Why the mediatrace or IP SLA statistics is not displayed in the troubleshooting result page?

In the troubleshooting workflow, if both the endpoints do not support five-tuple configuration, the mediatrace statistics is not displayed. In the troubleshooting workflow, if one of the endpoints support five-tuple, the mediatrace statistics is displayed.

The E20, MXP, Cisco Jabber Video, and Polycom devices does not support five-tuple configuration.

For running IPSLA VO diagnostics, you must ensure that traceroute command from source switch or router to destination switch or router runs successfully.


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