Owner's Manual

186 Common Operations
Troubleshooting
You can now use the getlogs script to package relevant logs if you need technical support. This
script creates a
logs.jar file in the root installation directory, and moves any existing copy of
logs.jar to oware\temp . This jar compresses all logs necessary for troubleshooting. Read the
jar yourself, or forward this jar to technical support to help troubleshoot.
Common Problems
The following are common problems you may want to check as part of your troubleshooting
routine:
• Monitored devices must be configured to connect and send SNMP traps to the element
management system.
• External FTP servers are preferable to internal, for performance reasons, and, if necessary, the
network equipment using FTP to send/receive configuration files must have it enabled. If
Backup / Restore fails, typically this means the FTP / TFTP server is offline or incorrectly
configured. Check in the File Server Manager to correct this.
Troubleshooting Tips
The following are helpful tips when troubleshooting your application:
-
Connectivity to devices —When devices are not discovered, ensure they are connected to the
network with the
ping command. Type the following:
ping <device IP address>
on a command line. If successful, several messages like the following appear:
Reply from <device IP address>: bytes=32 time=1ms TTL=128
- Correct community strings/passwords —Verify SNMP community strings and command line
passwords are accurate if you have difficulty connecting to a device that responds to
ping.
You can inspect these in the Settings -> Permissions -> Authentication Manager . You must
re-enter passwords concealed by asterisks.
-
Firmware and Operating Systems —Verify the equipment’s firmware and operating systems are
among those supported. Supported firmware and operating systems appear listed in the
application’s
About screens.
For more troubleshooting tips, consult the Administration Section.