Collect debug information

The problem scenarios in this section involve problems that can arise during product configuration.

CLI-based and SNMP-based device data collection fails for all the network devices immediately after data collection starts. The Events page shows numerous events of Error severity that describe device access problems.

There may be an error in your NetIM setup, or the target devices may be inaccessible.

Verify configuration of the VM, NetIM, and the target network, by checking the following items:

1. Verify that device entries exists in your project. Choose Device Manager and verify that there are device entries. Add device entries as needed.

2. Check the NetIM device access information for the target network to ensure that device IP addresses, login information, and community strings are correct. Correct any problems.

3. Verify that devices in the target network have telnet or SSH enabled. Enable telnet or SSH as needed.

Verify access to the target network.

1. Ping the gateway that provides access into the target network. Ping interfaces on several devices in the target network. Run tracert to inaccessible addresses.

2. If you can ping device interfaces in the target network, verify that you can use telnet or SSH to access several different devices.

If access to the target network is the problem, fix any configuration or network problems.

If the problem persists after you have verified NetIM setup and access to the target network, contact Support.

Configuration files are not collected for a device. The Device Manager and reports do not show information for the device.

View the device access entry in the Device Manager. Verify that the device login information is correct. Correct any problems.

Ping the target device to verify access. Telnet to the target device to verify that it is accessible. Verify access to Privileged Exec mode. Correct any problems.

From the Device Manager, right-click the device, and select Collect from Device(s). This will attempt to collect new CLI data from the device, but will not import the data. You can monitor progress from the System Event Dashboard. When the collection is complete, check to see if the data has been successfully collected by right-clicking the device in the Device Manager and selecting Inspect Files or View CLI History.

Use this only if the device is SNMP capable. From the Device Manager, right-click the device, and select Autoconfigure Device(s). This will clear all of the access information for the device and then attempt to find new credentials for the device using the global credential lists. Verify the problem has been resolved by repeating the “Retest the Device” step above.

If the problem persists, contact Support.

The reports do not show any data obtained from MIBs for a specific device. The Event Dashboard shows events of Error severity that describe access problems with the problem device.

View the device access entry in the Device Manager. Verify that the SNMP community string is correct. Correct any problems.

If you have access to other products that can do SNMP queries (HP OpenView, AdventNet, and so on), collect System group information from the target device to verify both access and the community string.

Verify that the device’s SNMP agent is running.

Use this method only if other methods are unsuccessful. From the Device Manager, right-click the device, and select Autoconfigure Device(s). This will clear all of the access information (including CLI login credentials) for the device and then attempt to find new credentials for the device using the global credential lists.

If the problem persists, contact Support.

The problem scenarios in this section involve problems that can arise during continuous operation.

The NetIM System Event Dashboard shows events of Emergency and Critical severity that describe database problems. The service shuts down.

Any kind of a database access error can cause this problem. If there is no free tablespace for the database, this problem will also occur. This problem may also occur if data written to the database does not match the underlying schema.

The services should start up. If they do not, contact Support.

Forward the services logs and event logs to technical support. If possible, zip the temp dir and forward that to technical support, as well. If you cannot provide this data, for security reasons, save the temp dir in a location accessible to you for joint troubleshooting with technical support.

The reports and the UI show devices that are not expected to be in the target network.

View the device access information in the Device Manager. Verify that the device access information only includes devices in the target network. Correct any problems.

If the problem persists, contact Support.

The Asset Inventory report does not show device hardware configuration information for a device. Other MIB data, such as the System Description, is present in reports.

The device may not support the ENTITY-MIB. NetIM collects hardware configuration information from this MIB.