User guide

C-99
Cisco Media Gateway Manager 5.0 User Guide
OL-5461-02
Appendix C Troubleshooting
Diagnostics Center Problems
Step 2 Open /opt/svplus/log/DCServer.log file and look for the message information when this error occurred
a. A typical message in the log looks like this: ERR: Fatal Error at file, line 0, char 0, Message: An
exception occurred! Type:RuntimeException, Message:The primary document entity could not be
opened. Id=/opt/svplus/xml/diagcenter/XXX/XXX-XXX.xml ( <someNumber>: <x>)
<someTimeStamp> ERR: InternalError: XML Parsing Error
b. If the .xml file name mentioned above has two consecutive hyphens (example: ABC--XYZ.xml), or
if it has a preceding hyphen (example: -ABC.xml) or terminates with hyphen before the file
extension (example: ABC-.xml) proceed to step 3, where investigating incorrectly formatted XML
file names is discussed
c. Check if the .xml mentioned in the log message (as shown in the above step) exists under
/opt/svplus/xml/diagcenter directory. If it does not exist, contact Cisco MGM Engineers with the
Defect Information.
Step 3 This step is to investigate incorrectly formed XML file name strings. As a first note, the format of XML
file names is <Platform>-<Card>-<InterfaceType>-<SomeEntityName>.xml. This format is generic
with a few exceptions. Also note that Platform, InterfaceType are optional and will not be seen for many
files (example: ABC-Card.xml is a valid XML file name).
a. If the Platform part of the XML file name is incorrect/missing, check the NODE table to see if it is
correctly populated.
b. If the Card part of the XML file name is incorrect/missing, check the CARD table to verify if it is
correctly populated.
c. If the InterfaceType part of the XML file name is incorrect/missing, check the appropriate table to
verify if it is correctly populated.This table generally corresponds with the line/port table of the card
for which this error is noticed.
d. If the EntityName part of the XML file name is incorrect, contact Cisco MGM Engineers, with the
Defect Information required (as given below).
Defect Information—Collect the following information for further analysis:
1. Collect all, complete screen snapshots for the investigative commands used for debugging this issue.
2. DCServer.log file from the log directory.
Possible alternative workaround—None
C.10.2.2 SNMPCOMM_TIMEOUT Error While Polling mib Objects
The Diagnostics Center GUI shows an SNMP Timeout error when polling real time counters.
Step 1 Check the status of the node.
Step 2 If the node is reachable then check whether the community strings are set properly.
Step 3 Check in the DCServer.log file whether the community string used for querying the objects is set
correctly.
Step 4 Check whether the query has been sent to the switch.