Specifications

Appendix E: Troubleshooting
190 Equalizer Installation and Administration Guide
Why aren't my clusters working if the server status is "up"?
There are several reasons this could be happening. Make sure that Equalizer is being used as the
default gateway on all your servers, and that the server service or daemon is running. Sometimes
additional host or network routes will need to be added to the clustered servers in single network.
The traceroute (Unix) and tracert (Windows) commands area useful diagnostic tools. Trace from
the clustered server back to any client that is not able to resolve the cluster address. If Equalizer is
not showing up as the first hop, routing is the cause of the problem.
Context Help Does Not Appear
Turn off the Pop-up Blocker for your browser. In FireFox, select Tools > Options > Content and
disable the Block popup windows check box. In Internet Explorer, select Tools > Internet Options
> Privacy and disable the Turn on Pop-up Blocker check box.
Creating a System Information Archive
Use the Help > Save System Info command to create an archive that contains various configuration
files, logs, and other information used by Coyote Point Support to help diagnose problems you are
having with Equalizer. (This functionality was available in earlier releases only by logging into
Equalizer as root via the serial line or SSH, and using the eqcollect command.)
To create the archive:
1. Log into the administrative interface using the touch login.
2. Select the Help > System Info command. The following is displayed:
Figure 78 Help > Save System Info screen
3. Select create archive to create the archive; once the archive is collected, a dialog box is
displayed by your browser to save the archive to a local file.
4. Open your email client, and send the file you saved to [e-mail] as an
attachment. Explain the nature of your problem in the email, or just include the support ticket
number you were given previously by Coyote Point Support.