Cisco Systems OL-8376-01 User Manual

FAQ and Troubleshooting Guide for the
CiscoWorks Wireless LAN Solution Engine

Release 2.13

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Customer Order Number: OL-8376-01

r

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FAQ and Troubleshooting Guide for the CiscoWorks Wireless LAN Solution Engine

Copyright © 2006 Cisco Systems, Inc. All rights reserved.

Preface v

Audience v

Conventions v

Product Documentation vi

Obtaining Documentation vii

Documentation Feedback ix

Cisco Product Security Overview ix

Obtaining Technical Assistance x

Obtaining Additional Publications and Information xi

CONTENTS

CHAPTER

OL-8376-01

1 FAQs and Troubleshooting 1-1

General FAQs and Troubleshooting 1-1

Deployment Wizard Troubleshooting 1-10

Faults FAQs and Troubleshooting 1-11

Devices FAQs and Troubleshooting 1-15

Configuration FAQs and Troubleshooting 1-21

Firmware FAQs and Troubleshooting 1-27

Reports FAQs and Troubleshooting 1-31

Radio Manager FAQs and Troubleshooting 1-35

Sites FAQs and Troubleshooting 1-41

Intrusion Detection System FAQs and Troubleshooting 1-49

Admin FAQs and Troubleshooting 1-54

Internal AAA Server (WLSE Express Only) FAQs and Troubleshooting 1-62

FAQ and Troubleshooting Guide for the CiscoWorks Wireless LAN Solution Engine

iii

Contents

CHAPTER

I

NDEX

2 Fault Descriptions 2-1

Access Point /Bridge Faults 2-2

Radio Interface Faults 2-8

IDS (Intrusion Detection System) Faults 2-14

Voice Faults 2-24

WLSE Faults 2-24

AAA Server Faults 2-26

Switch Faults 2-31

Router Fault 2-33

WLSM Faults 2-33

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FAQ and Troubleshooting Guide for the CiscoWorks Wireless LAN Solution Engine

OL-8376-01

Audience

Preface

This guide provides troubleshooting hints, FAQs, and information on faults for the CiscoWorks Wireless
LAN Solution Engine and Wireless LAN Engine Express. This guide consists of the following chapters:

• FAQs and Troubleshooting

• Fault Descriptions

This guide is frequently updated on Cisco.com.

This document is for system administrators and network administrators who are responsible for
managing a wireless network and are familiar with the concepts and terminology of Ethernet and
wireless local area networking.

Conventions

This document uses the following conventions:

Item Convention

Commands and keywords boldface font

Variables for which you supply values italic font

Displayed session and system information

Information you enter

Variables you enter

Menu items and button names boldface font

Selecting a menu item in paragraphs Option > Network Preferences

Selecting a menu item in tables Option > Network Preferences

screen font

boldface screen font

italic screen

font

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Note Means reader take note. Notes contain helpful suggestions or references to material not covered in the

publication.

FAQ and Troubleshooting Guide for the CiscoWorks Wireless LAN Solution Engine

v

Product Documentation

Caution Means reader be careful. In this situation, you might do something that could result in equipment

damage or loss of data.

Product Documentation

Note We sometimes update the documentation after original publication. Therefore, you should also review

the documentation on Cisco.com for any updates.

Table 1 describes the product documentation for WLSE 2.12. Unless otherwise indicated, these

documents apply to both the WLSE and WLSE Express.

Table 1 Product Documentation

Document Title Available Formats

Release Notes for the
CiscoWorks Wireless LAN
Solution Engine

Configuring Devices for
Management by the
CiscoWorks Wireless LAN
Solution Engine

Installation and
Configuration Guide for the
1130-19 CiscoWorks
Wireless LAN Solution
Engine

Installation and
Configuration Guide for the
1030CiscoWorks Wireless
LAN Solution Engine
Express

Installation and
Configuration Guide for the
1133 CiscoWorks Wireless
LAN Solution Engine

On Cisco.com:

http://www.cisco.com/univercd/cc/td/doc/product/rtrmgmt/cwparent/c
w_1105/wlse/2_13/index.htm

On Cisco.com:

http://www.cisco.com/univercd/cc/td/doc/product/rtrmgmt/cwparent/c
w_1105/wlse/2_13/index.htm

• Printed document included with the product.

• PDF on the WLSE Recovery CD-ROM.

• On Cisco.com:

http://www.cisco.com/univercd/cc/td/doc/product/rtrmgmt/cwpare
nt/cw_1105/wlse/2_13/index.htm

• Printed document included with the product.

• PDF on the WLSE Recovery CD-ROM.

• On Cisco.com:

http://www.cisco.com/univercd/cc/td/doc/product/rtrmgmt/cwpare
nt/cw_1105/wlse/2_13/index.htm

• Printed document included with the product.

• PDF on the WLSE Recovery CD-ROM.

• Online:

http://www.cisco.com/univercd/cc/td/doc/product/rtrmgmt/cwpare
nt/cw_1105/wlse/2_13/index.htm

Preface

vi

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Preface

Table 1 Product Documentation (continued)

Document Title Available Formats

Regulatory Compliance and
Safety Information for the
1130-19 CiscoWorks
Wireless LAN Solution
Engine

• Printed document included with the product.

• PDF on the WLSE Recovery CD-ROM.

• On Cisco.com:

http://www.cisco.com/univercd/cc/td/doc/product/rtrmgmt/cwpare
nt/cw_1105/wlse/2_13/index.htm

Regulatory Compliance and
Safety Information for the
1030 CiscoWorks Wireless
LAN Solution Engine
Express

• Printed document included with the product.

• PDF on the WLSE Recovery CD-ROM.

• On Cisco.com:

http://www.cisco.com/univercd/cc/td/doc/product/rtrmgmt/cwpare
nt/cw_1105/wlse/2_13/index.htm

Regulatory Compliance and
Safety Information for the
CiscoWorks 1133 Wireless
LAN Solution Engine

• Printed document included with the product.

• PDF on the WLSE Recovery CD-ROM.

• Online:

http://www.cisco.com/univercd/cc/td/doc/product/rtrmgmt/cwpare
nt/cw_1105/wlse/2_13/index.htm

User Guide for the
CiscoWorks Wireless LAN
Solution Engine

• From the WLSE online help.

• PDF on the WLSE Recovery CD-ROM.

• On Cisco.com:

http://www.cisco.com/univercd/cc/td/doc/product/rtrmgmt/cwpare
nt/cw_1105/wlse/2_13/index.htm

Upgrading CiscoWorks
Wireless LAN Solution
Engine Software

• From the WLSE online help.

• On Cisco.com:

www.cisco.com/univercd/cc/td/doc/product/rtrmgmt/cwparent/cw_
1105/wlse/2_13/index.htm.

Supported Devices Table for
the CiscoWorks Wireless
LAN Solution Engine

Context-sensitive online

On Cisco.com:

http://www.cisco.com/univercd/cc/td/doc/product/rtrmgmt/cwparent/cw_1
105/wlse/2_13/index.htm

Select an option from the WLSE navigation tree, then click Help.

help

Developer Guide for the
CiscoWorks Wireless LAN
Solution Engine

On Cisco.com in the Software Center:

http://www.cisco.com/cgi-bin/tablebuild.pl/wlan-sol-eng

Obtaining Documentation

Obtaining Documentation

Cisco documentation and additional literature are available on Cisco.com. Cisco also provides several
ways to obtain technical assistance and other technical resources. These sections explain how to obtain
technical information from Cisco Systems.

FAQ and Troubleshooting Guide for the CiscoWorks Wireless LAN Solution Engine

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vii

Obtaining Documentation

Cisco.com

You can access the most current Cisco documentation at this URL:

http://www.cisco.com/techsupport

You can access the Cisco website at this URL:

http://www.cisco.com

You can access international Cisco websites at this URL:

http://www.cisco.com/public/countries_languages.shtml

Product Documentation DVD

Cisco documentation and additional literature are available in the Product Documentation DVD package,
which may have shipped with your product. The Product Documentation DVD is updated regularly and
may be more current than printed documentation.

The Product Documentation DVD is a comprehensive library of technical product documentation on
portable media. The DVD enables you to access multiple versions of hardware and software installation,
configuration, and command guides for Cisco products and to view technical documentation in HTML.
With the DVD, you have access to the same documentation that is found on the Cisco website without
being connected to the Internet. Certain products also have .pdf versions of the documentation available.

Preface

The Product Documentation DVD is available as a single unit or as a subscription. Registered Cisco.com
users (Cisco direct customers) can order a Product Documentation DVD (product number
DOC-DOCDVD=) from the Ordering tool or Cisco Marketplace.

Cisco Ordering tool:

http://www.cisco.com/en/US/partner/ordering/

Cisco Marketplace:

http://www.cisco.com/go/marketplace/

Ordering Documentation

Beginning June 30, 2005, registered Cisco.com users may order Cisco documentation at the Product
Documentation Store in the Cisco Marketplace at this URL:

http://www.cisco.com/go/marketplace/

Cisco will continue to support documentation orders using the Ordering tool:

• Registered Cisco.com users (Cisco direct customers) can order documentation from the

Ordering tool:

http://www.cisco.com/en/US/partner/ordering/

• Instructions for ordering documentation using the Ordering tool are at this URL:

http://www.cisco.com/univercd/cc/td/doc/es_inpck/pdi.htm

• Nonregistered Cisco.com users can order documentation through a local account representative by

calling Cisco Systems Corporate Headquarters (California, USA) at 408 526-7208 or, elsewhere in
North America, by calling 1 800 553-NETS (6387).

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FAQ and Troubleshooting Guide for the CiscoWorks Wireless LAN Solution Engine

OL-8376-01

Preface

Documentation Feedback

You can rate and provide feedback about Cisco technical documents by completing the online feedback
form that appears with the technical documents on Cisco.com.

You can send comments about Cisco documentation to [e-mail].

You can submit comments by using the response card (if present) behind the front cover of your
document or by writing to the following address:

Cisco Systems
Attn: Customer Document Ordering
170 West Tasman Drive
San Jose, CA 95134-9883

We appreciate your comments.

Cisco Product Security Overview

Cisco provides a free online Security Vulnerability Policy portal at this URL:

Documentation Feedback

http://www.cisco.com/en/US/products/products_security_vulnerability_policy.html

From this site, you can perform these tasks:

• Report security vulnerabilities in Cisco products.

• Obtain assistance with security incidents that involve Cisco products.

• Register to receive security information from Cisco.

A current list of security advisories and notices for Cisco products is available at this URL:

http://www.cisco.com/go/psirt

If you prefer to see advisories and notices as they are updated in real time, you can access a Product
Security Incident Response Team Really Simple Syndication (PSIRT RSS) feed from this URL:

http://www.cisco.com/en/US/products/products_psirt_rss_feed.html

Reporting Security Problems in Cisco Products

Cisco is committed to delivering secure products. We test our products internally before we release them,
and we strive to correct all vulnerabilities quickly. If you think that you might have identified a
vulnerability in a Cisco product, contact PSIRT:

• Emergencies— [e-mail]

An emergency is either a condition in which a system is under active attack or a condition for which
a severe and urgent security vulnerability should be reported. All other conditions are considered
nonemergencies.

• Nonemergencies — [e-mail]

OL-8376-01

In an emergency, you can also reach PSIRT by telephone:

• 1 877 228-7302

• 1 408 525-6532

FAQ and Troubleshooting Guide for the CiscoWorks Wireless LAN Solution Engine

ix

Obtaining Technical Assistance

Tip We encourage you to use Pretty Good Privacy (PGP) or a compatible product to encrypt any sensitive

information that you send to Cisco. PSIRT can work from encrypted information that is compatible with
PGP versions 2.x through 8.x.

Never use a revoked or an expired encryption key. The correct public key to use in your correspondence
with PSIRT is the one linked in the Contact Summary section of the Security Vulnerability Policy page
at this URL:

http://www.cisco.com/en/US/products/products_security_vulnerability_policy.htm

The link on this page has the current PGP key ID in use.

Obtaining Technical Assistance

Cisco Technical Support provides 24-hour-a-day award-winning technical assistance. The Cisco
Technical Support & Documentation website on Cisco.com features extensive online support resources.
In addition, if you have a valid Cisco service contract, Cisco Technical Assistance Center (TAC)
engineers provide telephone support. If you do not have a valid Cisco service contract, contact your
reseller.

Preface

Cisco Technical Support & Documentation Website

The Cisco Technical Support & Documentation website provides online documents and tools for
troubleshooting and resolving technical issues with Cisco products and technologies. The website is
available 24 hours a day, at this URL:

http://www.cisco.com/techsupport

Access to all tools on the Cisco Technical Support & Documentation website requires a Cisco.com user
ID and password. If you have a valid service contract but do not have a user ID or password, you can
register at this URL:

http://tools.cisco.com/RPF/register/register.do

Note Use the Cisco Product Identification (CPI) tool to locate your product serial number before submitting

a web or phone request for service. You can access the CPI tool from the Cisco Technical Support &
Documentation website by clicking the Tools & Resources link under Documentation & Tools. Choose

Cisco Product Identification Tool from the Alphabetical Index drop-down list, or click the Cisco
Product Identification Tool link under Alerts & RMAs. The CPI tool offers three search options: by

product ID or model name; by tree view; or for certain products, by copying and pasting show command
output. Search results show an illustration of your product with the serial number label location
highlighted. Locate the serial number label on your product and record the information before placing a
service call.

FAQ and Troubleshooting Guide for the CiscoWorks Wireless LAN Solution Engine

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Preface

Submitting a Service Request

Using the online TAC Service Request Tool is the fastest way to open S3 and S4 service requests. (S3
and S4 service requests are those in which your network is minimally impaired or for which you require
product information.) After you describe your situation, the TAC Service Request Tool provides
recommended solutions. If your issue is not resolved using the recommended resources, your service
request is assigned to a Cisco engineer. The TAC Service Request Tool is located at this URL:

http://www.cisco.com/techsupport/servicerequest

For S1 or S2 service requests or if you do not have Internet access, contact the Cisco TAC by telephone.
(S1 or S2 service requests are those in which your production network is down or severely degraded.)
Cisco engineers are assigned immediately to S1 and S2 service requests to help keep your business
operations running smoothly.

To open a service request by telephone, use one of the following numbers:

Asia-Pacific: [phone] (Australia: 1 800 805 227)
EMEA: [phone]
USA: 1 800 553-2447

For a complete list of Cisco TAC contacts, go to this URL:

http://www.cisco.com/techsupport/contacts

Obtaining Additional Publications and Information

Definitions of Service Request Severity

To ensure that all service requests are reported in a standard format, Cisco has established severity
definitions.

Severity 1 (S1)—Your network is “down,” or there is a critical impact to your business operations. You
and Cisco will commit all necessary resources around the clock to resolve the situation.

Severity 2 (S2)—Operation of an existing network is severely degraded, or significant aspects of your
business operation are negatively affected by inadequate performance of Cisco products. You and Cisco
will commit full-time resources during normal business hours to resolve the situation.

Severity 3 (S3)—Operational performance of your network is impaired, but most business operations
remain functional. You and Cisco will commit resources during normal business hours to restore service
to satisfactory levels.

Severity 4 (S4)—You require information or assistance with Cisco product capabilities, installation, or
configuration. There is little or no effect on your business operations.

Obtaining Additional Publications and Information

Information about Cisco products, technologies, and network solutions is available from various online
and printed sources.

• Cisco Marketplace provides a variety of Cisco books, reference guides, documentation, and logo

merchandise. Visit Cisco Marketplace, the company store, at this URL:

OL-8376-01

http://www.cisco.com/go/marketplace/

FAQ and Troubleshooting Guide for the CiscoWorks Wireless LAN Solution Engine

xi

Obtaining Additional Publications and Information

• Cisco Press publishes a wide range of general networking, training and certification titles. Both new

and experienced users will benefit from these publications. For current Cisco Press titles and other
information, go to Cisco Press at this URL:

http://www.ciscopress.com

• Packet magazine is the Cisco Systems technical user magazine for maximizing Internet and

networking investments. Each quarter, Packet delivers coverage of the latest industry trends,
technology breakthroughs, and Cisco products and solutions, as well as network deployment and
troubleshooting tips, configuration examples, customer case studies, certification and training
information, and links to scores of in-depth online resources. You can access Packet magazine at
this URL:

http://www.cisco.com/packet

• iQ Magazine is the quarterly publication from Cisco Systems designed to help growing companies

learn how they can use technology to increase revenue, streamline their business, and expand
services. The publication identifies the challenges facing these companies and the technologies to
help solve them, using real-world case studies and business strategies to help readers make sound
technology investment decisions. You can access iQ Magazine at this URL:

http://www.cisco.com/go/iqmagazine

Preface

or view the digital edition at this URL:

http://ciscoiq.texterity.com/ciscoiq/sample/

• Internet Protocol Journal is a quarterly journal published by Cisco Systems for engineering

professionals involved in designing, developing, and operating public and private internets and
intranets. You can access the Internet Protocol Journal at this URL:

http://www.cisco.com/ipj

• Networking products offered by Cisco Systems, as well as customer support services, can be

obtained at this URL:

http://www.cisco.com/en/US/products/index.html

• Networking Professionals Connection is an interactive website for networking professionals to share

questions, suggestions, and information about networking products and technologies with Cisco
experts and other networking professionals. Join a discussion at this URL:

http://www.cisco.com/discuss/networking

• World-class networking training is available from Cisco. You can view current offerings at

this URL:

http://www.cisco.com/en/US/learning/index.html

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CHAPTER

1

FAQs and Troubleshooting

Revised: June 20, 2006, OL-8376-01

This chapter provides FAQs and troubleshooting hints for all WLSE functions.

This chapter is organized as follows:

• General Questions—Information that is general in nature and not directly related to one of the

following categories—See General FAQs and Troubleshooting, page 1-1

• Deployment Wizard—Deployment Wizard Troubleshooting, page 1-10

• Faults—Faults FAQs and Troubleshooting, page 1-11

• Devices—Devices FAQs and Troubleshooting, page 1-15

• Configuration—Configuration FAQs and Troubleshooting, page 1-21

• Firmware—Firmware FAQs and Troubleshooting, page 1-27

• Reports—Reports FAQs and Troubleshooting, page 1-31

• Radio Manager—Radio Manager FAQs and Troubleshooting, page 1-35

• Sites—Sites FAQs and Troubleshooting, page 1-41

• Intrusion Detection System (IDS)—Intrusion Detection System FAQs and Troubleshooting, page

1-49

• Admin (troubleshooting the WLSE appliance)—Admin FAQs and Troubleshooting, page 1-54

• Internal AAA Server (WLSE Express Only)—Internal AAA Server (WLSE Express Only) FAQs

and Troubleshooting, page 1-62

General FAQs and Troubleshooting

• General FAQs, page 1-1

• General Troubleshooting, page 1-4

General FAQs

• Q.Can several users be logged on and managing the same access point at once?

• Q.Does the WLSE support Network Address Translation (NAT)?

• Q.Is Telnet enabled or disabled by default on the WLSE?

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1-1

General FAQs and Troubleshooting

• Q.Which ports and protocols does the WLSE use?

• Q.Which transport protocols and authentication methods does WLSE use?

• Q.Can I use a different HTTP port to manage the access point?

• Q.Can SSH be disabled?

• Q.Devices are being displayed by IP address instead of hostname. Can I change this?

• Q.How can I get information about the WLSE’s operating system and hardware?

• Q.Can I install WLSE 2.13 software on a CiscoWorks 1105 appliance?

• Q.How many access points can a WLSE manage?

• Q.What MIBs does WLSE 2.13 support?

• Q.Why doesn't my WLSE session automatically time out when there has been no input for the

configured time-out period?

• Q.Will access point connectivity be disrupted during and upgrade?

Q.

Can several users be logged on and managing the same access point at once?

A.

Yes, several users can view data and reports on the same access point. More than one user can create
configuration and firmware update jobs for the same access point and these will be run in the order
they are scheduled. Configuration templates may be modified by more than one user at the same time
and the last write will overwrite the others.

Chapter 1 FAQs and Troubleshooting

Q.

Does the WLSE support Network Address Translation (NAT)?

A.

No.

Q.

Is Telnet enabled or disabled by default on the WLSE?

A.

Telnet is disabled by default for security reasons. SSH is enabled by default.

Q.

Which ports and protocols does the WLSE use?

A.

For information about the TCP and UDP ports and protocols used by and hosted by the WLSE, see
Appendix C, “Ports and Protocols”, in the online help or in the User Guide for the CiscoWorks
Wireless LAN Solution Engine, Release 2.13 on Cisco.com at

http://www.cisco.com/univercd/cc/td/doc/product/rtrmgmt/cwparent/cw_1105/wlse/2_13/index.ht
m.

Q.

Which transport protocols and authentication methods does WLSE use?

A.

See Appendix C, “Ports and Protocols”, in the online help or the User Guide for the CiscoWorks
Wireless LAN Solution Engine, Release 2.13 on Cisco.com at

http://www.cisco.com/univercd/cc/td/doc/product/rtrmgmt/cwparent/cw_1105/wlse/2_13/index.ht
m.

Q.

Can I use a different HTTP port to manage the access point?

A.

Yes, the HTTP port can be changed on the access point. The change will be reflected in WLSE after
the next inventory cycle, or if you choose to run inventory now for the devices on which HTTP port
was changed. This is assuming the inventory is done by SNMP and not HTTP.

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FAQ and Troubleshooting Guide for the CiscoWorks Wireless LAN Solution Engine

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Chapter 1 FAQs and Troubleshooting

Q.

Can SSH be disabled?

A.

It cannot be disabled on the WLSE itself, but you can use the firewall command to deny all SSH
connections. For example, the following CLI command will cause the WLSE to reject all incoming
SSH connections on the Ethernet 0 interface but allows connections through other protocols and
other ports:

firewall ethernet0 private ssh

Q.

Devices are being displayed by IP address instead of hostname. Can I change this?

A.

Select Devices > Discover > DISCOVER > Advanced Options. In the Name Format field, enter
%hostname% as the name format.

Q.

How can I get information about the WLSE’s operating system and hardware?

A.

For information about the operating system, WLSE model name, CPU and disk capacity, run the
show version CLI command. For other information about the hardware, see the Technical
Specifications appendix in the Installation and Configuration Guide for the CiscoWorks Wireless
LAN Solution Engine.

Q.

Can I install WLSE 2.13 software on a CiscoWorks 1105 appliance?

A.

No. WLSE 2.13 software can be installed on a CiscoWorks 1130 series or 1030 Express only.

General FAQs and Troubleshooting

Q.

How many access points can a WLSE manage?

A.

A WLSE Express (1030) can manage 50 access points (100 radios). A WLSE 1130 series can
manage up to 2500 access points (5000 radios). You can purchase a CD to upgrade the WLSE
Express to managing 100 access points.

Q.

What MIBs does WLSE 2.13 support?

A.

WLSE 2.13 supports the following MIBs:

MIB Name Description

MIB-II This MIB is used to manage TCP/IP-based Internets.

CISCO-CDP-MIB This MIB is used to manage the Cisco Discovery Protocol in Cisco

devices.

CISCO-DEVICE-EXCEPTION

-REPORTING-MIB

CISCO-APPLIANCE-REDUN
DANCY-MIB

This MIB defines the SNMP objects for devices that use SNMP
notification as an exception reporting mechanism.

This MIB defines the SNMP objects that report the status of High
Availability (HA) functionality in Cisco network management
appliance devices.

HOST-RESOURCES-MIB This MIB is used to manage host systems.

Q.

Why doesn't my WLSE session automatically time out when there has been no input for the
configured time-out period?

A.

This is a known problem that does not occur on all UI screens. However, note that after the
configured time elapses, even if the session has not timed out, when you click on any other WLSE
tab in the UI, a new login prompt appears.

OL-8376-01

Q.

Will access point connectivity be disrupted during and upgrade?

FAQ and Troubleshooting Guide for the CiscoWorks Wireless LAN Solution Engine

1-3

General FAQs and Troubleshooting

A.

Upgrading your WLSE will not disrupt service on your access points. The APs connectivity will
remain intact and the WLAN will function normally.

General Troubleshooting

This section provides the following troubleshooting information:

• Symptom After the WLSE reboots, the Internal Server Error message appears in the UI.

• Symptom When I try to access an access point web page through the WLSE, the following error

message appears: Action Cancelled.

• Symptom Cannot recover after incorrect setup program entry.

• Symptom Cannot log into the system.

• Symptom Cannot log in as a system administrator.

• Symptom After the WLSE 1130 series starts up, the setup login prompt appears. After you use the

setup program, the WLSE cannot connect to the network.

• Symptom Cannot connect to the WLSE using a Web browser.

Chapter 1 FAQs and Troubleshooting

• Symptom The system time or date is incorrect.

• Symptom The system cannot boot from the hard drive during a reboot.

• Symptom Cannot connect to system with Telnet or Telnet interaction is slow.

• Symptom Cannot boot from the recovery CD.

• Symptom Cannot successfully connect to the WLSE by using a console.

• Symptom Pop-up windows are blocked and screens are not refreshed.

• Symptom After performing certain operations on the WLSE, such as clicking Apply in the Display

Faults page, then clicking the client browser Refresh button, a pop-up message is generated
indicating that the page cannot be refreshed.

• Symptom The Web interface of the WLSE is not available, but you can log in to the CLI.

Symptom After the WLSE reboots, the Internal Server Error message appears in the UI.

Possible Cause The servlet engine in the WLSE is starting up. In a redundant WLSE pair, the active

WLSE has lost contact with the standby WLSE. The standby WLSE is not up yet and returns this
error when the active WLSE makes a request of it. This message will disappear when the standby
WLSE has started up.

Recommended Action Wait for 20 to 30 seconds, then log in again.

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Symptom When I try to access an access point web page through the WLSE, the following error message

appears: Action Cancelled.

Possible Cause The SNMP user on the access point does not have enough rights.

Recommended Action Log in to the access point web interface, select Setup > Security > User

Information, and make sure that the user corresponding to the SNMP community (which is set up
in the WLSE under Discovery > Device Credentials) has been granted rights for the following:
firmware, admin, and SNMP.

Symptom Cannot recover after incorrect setup program entry.

Possible Cause You entered incorrect text during the initial setup and want to fix the entry.

Recommended Action Exit setup by pressing Ctrl-c. Then run erase config to remove the incorrect

installation information and rerun the setup program. If you use the erase config command to erase
the previous WLSE configuration, and run the setup program again, you will be required to get a
new certificate. Use the mkcert command or Admin > Appliance > Security > SSL (HTTPS).

General FAQs and Troubleshooting

Symptom Cannot log into the system.

Possible Cause You did not run the setup program to create an initial system configuration or you

lost all the user account passwords.

Recommended Action

1.

Did you run the setup program after booting the system for the first time?

If no, run the setup program.

If yes, continue to the next step.

2. Do you know the password for any system user accounts?

If no, see Symptom Cannot log in as a system administrator., page 1-5.

If yes, continue to the next step.

3. If you are certain you entered a valid username and password, contact Cisco’s Technical

Assistance Center for assistance.

Symptom Cannot log in as a system administrator.

Possible Cause All administrator passwords have been lost.

Recommended Action Perform the procedure from the “Managing the WLSE System via the CLI”

chapter of the User Guide for the CiscoWorks Wireless LAN Solution Engine, Release 2.13 on
Cisco.com at

http://www.cisco.com/univercd/cc/td/doc/product/rtrmgmt/cwparent/cw_1105/wlse/2_13/index.ht
m.

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General FAQs and Troubleshooting

Symptom After the WLSE 1130 series starts up, the setup login prompt appears. After you use the setup

program, the WLSE cannot connect to the network.

Possible Cause

–

–

–

–

Recommended Action

1. Verify that the network cable is connected to the Ethernet 0 port and the Ethernet indicator is lit.

–

–

Chapter 1 FAQs and Troubleshooting

The network cable is not connected to the Ethernet 0 port.

The Ethernet 0 interface is disabled or misconfigured.

The system is configured correctly, but the network is down or misconfigured.

DNS is misconfigured. Ping commands will result in a 50-70% failure rate in Pings from the
WLSE (Web interface and CLI).

If the network cable is not connected, connect it.

If the network cable is connected but the Ethernet indicator is not lit, these are the probable
causes:

The network cable is faulty.

The network cable is the wrong type (for example, a cross-over type, rather than the required
straight-through type).

The port on the default gateway to which the system connects is down.

–

If the network cable is connected and the Ethernet indicator is on but the system cannot connect
to the network, continue to the next step.

2. Use the ping command to perform the following tests:

–

Try to ping a well-known host on the network. A DNS server is a good target host.

If the ping command gets a response, the system is connected to the network. If the system
cannot connect to a particular host, the problem is either with the network configuration or that
host. Contact your network administrator for assistance.

If the ping command does not get a response, continue.

–

Attempt to connect to another host on the same subnet as the system.

If the ping command can connect to a host on the same subnet, but cannot connect to a host on
a different subnet, the default gateway is probably down.

If the ping command cannot connect to any hosts, continue to the next step.

3. Use the show interfaces command to determine if the Ethernet 0 interface is disabled or

misconfigured.

For more information on the show interfaces command, see the CLI appendix in the User Guide
for the CiscoWorks Wireless LAN Solution Engine, Release 2.13.

If the Ethernet 0 interface is disabled, enable it. If it is misconfigured, configure it correctly. For
more information, see the interface command description in the CLI appendix in the User
Guide for the CiscoWorks Wireless LAN Solution Engine, Release 2.13.

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If the interface is enabled and correctly configured, continue to the next step.

4. Contact your network administrator to verify that there are no conditions on the network that

prevent the system from connecting to the network.

If conditions prevent the system from connecting to the network, have your network
administrator correct them.

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Chapter 1 FAQs and Troubleshooting

5. If no conditions are preventing the system from connecting to the network, contact Cisco’s

Symptom Cannot connect to the WLSE using a Web browser.

Possible Cause

–

–

–

–

Recommended Action

1.

2. If you are attempting to connect via HTTP, verify that:

General FAQs and Troubleshooting

Technical Assistance Center.

The system cannot connect to the network.

HTTP or HTTPS is not enabled

If connecting via HTTP, the IP address was not appended with :1741.

The client system is not configured.

Make sure that the system can connect to the network. Attempt to connect the system using a
Web browser.

If you cannot connect, continue.

The IP address is appended with :1741.

HTTP or HTTPs is enabled.

3. Verify that you are using a supported browser and the browser is configured correctly, and

attempt to connect to the WLSE. For more information about browsers, see the Installation and
Configuration Guide for the CiscoWorks Wireless LAN Solution Engine or the “Getting Started”

section in the online help.

4. If you still cannot connect through the browser, continue to step 5.

5. At the system console, or through Telnet, verify that the Web Server and tomcat are running by

entering the following:

# services status

If they are running, go to step 8. If they are not running continue to step 6.

6. Stop the system services by entering the following:

# services stop

7. Restart the system services by entering the following:

# services start

8. Try to connect the system using a Web browser.

If you cannot connect, continue to the next step.

9. Reboot the system by entering the reload command.

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For more information on the reload command, see the CLI appendix in the User Guide for the
CiscoWorks Wireless LAN Solution Engine, Release 2.13.

10. If you still cannot connect to the system using a Web browser, contact Cisco’s Technical

Assistance Center for assistance.

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General FAQs and Troubleshooting

Symptom The system time or date is incorrect.

Possible Cause

–

–

Recommended Action Make sure NTP is configured correctly and that the system clock is set

correctly.

For information about maintaining the system time and date, see the User Guide for the CiscoWorks
Wireless LAN Solution Engine, Release 2.13. You can access a PDF version of this guide by clicking
View PDF in the WLSE’s online help.

Symptom The system cannot boot from the hard drive during a reboot.

Possible Cause

–

–

Chapter 1 FAQs and Troubleshooting

NTP is misconfigured.

The system clock is set incorrectly.

The disk has a physical error.

The disk image is corrupted.

Recommended Action If the WLSE cannot boot from the hard drive, the hard drive needs to be

reimaged. Use the Recovery CD to reimage your WLSE. For more information, see the User Guide
for the CiscoWorks Wireless LAN Solution Engine, Release 2.13. You can access a PDF version of

this guide by clicking View PDF in the WLSE’s online help.

Symptom Cannot connect to system with Telnet or Telnet interaction is slow.

Possible Cause

–

Telnet is disabled or configured incorrectly.

–

The WLSE cannot recognize host names.

If you are not using name recognition, slow or non-existent telnet interaction is an expected
problem.

Note Telnet is disabled by default. SSH is enabled by default.

Recommended Action

If the problem is not the network, perform the following steps. Connect to the console port if you
cannot Telnet to the WLSE.

1. Check the Telnet settings to be sure Telnet is enabled and configured correctly. For more

information, see the following

1-8

To check the Telnet settings, or to enable or disable Telnet on specific domains or IP addresses,
use the telnetenable CLI command. For more information on this command, see the User Guide
for the CiscoWorks Wireless LAN Solution Engine, Release 2.13. You can access a PDF version
of this guide by clicking View PDF in the WLSE’s online help

To enable or disable Telnet on individual ports, use the firewall CLI command. For more
information on this command, see the User Guide for the CiscoWorks Wireless LAN Solution
Engine, Release 2.13. You can access a PDF version of this guide by clicking View PDF in the
WLSE’s online help

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Chapter 1 FAQs and Troubleshooting

2. If you have specified hosts using the telnetenable CLI command, make sure the host from

3. If you are using a DNS server, perform the following step:

4. Verify that the system can get DNS services from the network by entering the following

5. If the system cannot resolve DNS names to IP addresses, the DNS server it is using is not

General FAQs and Troubleshooting

which you are attempting to Telnet is on the list.

Configure the system to use a functioning DNS server by entering:

# ip name-server

where ip-address is the IP address of the DNS server.

If you are using the import CLI command, proceed to the next step.

command:

# nslookup

where dns-name is the DNS name of a host on the network that is registered in DNS and
hostname and ip-address is the same IP address specified in 2. The command returns the IP

address of the host.

working properly.

Resolve the network DNS problem, then continue.

ip-address

dns-name {hostname | ip-address

}

6. If you are using the import CLI command to resolve host names, verify that the WLSE can

resolve host names by entering the following command:

ping

hostname

where hostname is a host name that has been mapped to an IP address, or imported in a host file,
using the import command.

7. If the system can resolve DNS names to IP addresses but you still cannot connect to the system

using Telnet, or Telnet interaction with the system is extremely slow, contact Cisco’s Technical
Assistance Center.

Symptom Cannot boot from the recovery CD.

Possible Cause The CD may look like it is firmly on the spindle, but it may not be.

Recommended Action Press the CD firmly onto the spindle. Also, see the following symptom,

Symptom Cannot successfully connect to the WLSE by using a console.

Symptom Cannot successfully connect to the WLSE by using a console.

Possible Cause A monitor and/or keyboard are attached to the video port and USB port.

Recommended Action Attach the console terminal or PC to the console/serial port. Use the Hyper

Terminal emulator on the PC.

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Symptom Pop-up windows are blocked and screens are not refreshed.

Possible Cause A pop-up blocker is running in the browser.

Recommended Action Disable the pop-up blocker while using the WLSE web interface or add the

WLSE to the pop-up allowed list.

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Deployment Wizard Troubleshooting

Symptom After performing certain operations on the WLSE, such as clicking Apply in the Display Faults

page, then clicking the client browser Refresh button, a pop-up message is generated indicating that the
page cannot be refreshed.

Possible Cause The browser Refresh button was used.

Recommended Action Avoid using the Refresh button on the browser. Instead, use the navigational

tools provided by the WLSE user interface. If either of the following messages display, click
Cancel: on Internet Explorer, “The page cannot be refreshed without resending the information.
Click Retry to send the information again, or click Cancel to return to the page that you are trying
to view;” and on Firefox, “The page you are trying to view contains POSTDATA. If you resend the
data, any action the form carried out (such as search or online purchase) will be repeated. To resend
the data, click OK. Otherwise, click Cancel.

Symptom The Web interface of the WLSE is not available, but you can log in to the CLI.

Possible Cause The SNMP community file may be corrupted.

Recommended Action See the reset device-snmp command in the “Using CLI Commands” chapter

in the User Guide for the CiscoWorks Wireless LAN Solution Engine, Release 2.13 on Cisco.com.
This command is intended as a last resort and should be used with caution. Please read the command
description in the User Guide before using this command.

Chapter 1 FAQs and Troubleshooting

Deployment Wizard Troubleshooting

Symptom An error message displays when I try to access the Wizard.

Possible Cause You may not have the appropriate roles and privileges assigned to your login.

Recommended Action Select Admin > User Admin > Manage Roles, and make sure that both the

Wizard > WLSE Wizard and Configure > Auto Update options are checked.

Symptom An error message displays when I try to create an auto-managed configuration in the Deploy

Config screen.

Possible Cause The subnet that you selected is already used in another auto-managed configuration.

Someone may have deleted the configuration template by using the options under the Config tab,
but did not delete the related auto-managed configuration.

Recommended Action Delete the auto-managed configuration from the main Config tab (Configure

> Auto Updated > Auto-Managed Configuration).

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Symptom Access points do not get the expected configuration applied from a Wizard template.

Possible Cause An auto-managed configuration template exists that is assigned to meet other

matching criteria.

Recommended Action Check the matching criteria by selecting Configure > Auto Update >

Auto-Managed Configuration > Assign Templates.

Faults FAQs and Troubleshooting

• Faults FAQs, page 1-11

• Faults Troubleshooting, page 1-13

Faults FAQs

• Q.Does acknowledging a fault clear it?

• Q.How can I remove cleared faults? They are taking up a lot of space in my database.

Faults FAQs and Troubleshooting

• Q.Why didn’t the fault color on the device tree change (it remains red) after I Acknowledged a P1

fault on an AP?

• Q.What traps are sent from the WLSE?

• Q.What traps are received by the WLSE?

• Q.Does a MIB or trap definition file exist for the WLSE?

• Q.What information is emailed in a fault notification?

• Q.Why I am not receiving any email fault notifications for low priority faults?

• Q.After I change the refresh rate in the Display Faults screen, why does it revert back to the default

of 300 seconds when I log out, then log back in again?

• Q.Why is a fault that is set to one priority level reported as a different priority level?

• Q.If I have a large number of access points, 1,000 or more, will increasing the polling cycles for

policies that report traps to the WLSE enable faster processing of the faults?

• Q.What happens to faults when radio management features are disabled using the radiomanager

disable CLI command?

• Q.The Fault Summary table is displaying the SSID in hexagonal format (for example,

"\x00\x00\x00\x00\x00\x00\x00\x00\x00"). What causes this?

Q.

Does acknowledging a fault clear it?

A.

No, it only removes it from the Active list. For a description of fault states, see the information on
understanding fault states in the online help.

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Q.

How can I remove cleared faults? They are taking up a lot of space in my database.

A.

Clearing a fault does not purge the fault itself. To purge the old faults:

a. Select Devices > Discover > Inventory > Polling.

FAQ and Troubleshooting Guide for the CiscoWorks Wireless LAN Solution Engine

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Faults FAQs and Troubleshooting

b. Change the Fault History Truncation Interval parameter to reduce the number of days the

Q.

Why didn’t the fault color on the device tree change (it remains red) after I Acknowledged a P1 fault
on an AP?

A.

When you Acknowledge existing fault(s) for a device, the corresponding fault color (red for P1 and
P2 severity faults; orange for P3, P4, and P5 severity faults) for that device in the Reports section of
the WLSE does not change.

Q.

What traps are sent from the WLSE?

A.

Traps are sent based on fault policy and threshold settings on the WLSE. The WLSE only sends out
v2c traps, so make sure your trap listener is configured to accept v2c traps.

Solaris 2.8- based NetView 7.1 receives and displays the SNMP v2c fault notification traps from
WLSE, but Windows-based NetView 7.1 supports only v1 traps and cannot receive and display any
v2c traps from the WLSE.

Q.

What traps are received by the WLSE?

A.

The WLSE is able to receive SNMP traps about two policies from access points rather than having
to poll the access point for the information: RF Port Status and RF Port Admin Status. If the WLSE
is enabled to receive the traps, the poll interval for these policies can be increased, which reduces
the load on the WLSE, and allows faster processing of the faults when they do occur. To enable traps
sent to the WLSE, select Configure > Templates > IOS > Services > SNMP.

Chapter 1 FAQs and Troubleshooting

cleared faults are saved.

Q.

What information is emailed in a fault notification?

A.

For a description see the online help.

Q.

Does a MIB or trap definition file exist for the WLSE?

A.

Yes, from the Cisco.com download site, download MIB
CISCO-DEVICE-EXCEPTION-REPORTING-MIB.my and load it into the trap receiver.

Q.

Why I am not receiving any email fault notifications for low priority faults?

A.

No email notification is sent for lower priority faults if higher priority faults already exists for that
fault.

Q.

After I change the refresh rate in the Display Faults screen, why does it revert back to the default of
300 seconds when I log out, then log back in again?

A.

Changes to the refresh timer are applied only to a particular session. This is done by design.

Q.

Why is a fault that is set to one priority level reported as a different priority level?

A.

When more than one fault is reported against a device, the fault priorities are aggregated, and the
maximum priority of all the active faults for that device is displayed. For example, if the device has
a P1, a P2, and a P3 fault against it, only the P1 is displayed in the Severity column. However, when
you click on the Description for that fault, all three priorities are displayed with an explanation for
each.

Q.

If I have a large number of access points, 1,000 or more, will increasing the polling cycles for
policies that report traps to the WLSE enable faster processing of the faults?

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A.

Yes. For more detailed information on which policies can report traps (RF Port Status and RF Port
Admin Status) to the WLSE and how to set it up, see the online help or the User Guide for the
CiscoWorks Wireless LAN Solution Engine, 2.13.

Q.

What happens to faults when radio management features are disabled using the radiomanager

disable

A.

The following happens:

–

–

Q.

The Fault Summary table is displaying the SSID in hexagonal format (for example,
"\x00\x00\x00\x00\x00\x00\x00\x00\x00"). What causes this?

Faults FAQs and Troubleshooting

CLI command?

No new radio management related faults are generated.

Any radio management related faults that existed before the command was executed must be
cleared manually. After the faults are manually cleared, they are not regenerated even if the fault
condition still exists.

Non radio management faults are generated, then are cleared permanently when the fault
condition is rectified.

Any non radio management faults that existed before the command was executed can be cleared
manually. However, if the fault conditions still exist, the faults are regenerated.

A.

If the SSID contains unprintable characters, the WLSE displays it in hex notation. In this example,
the SSID is set to 9 hex zeros.

The WLSE displays unprintable characters as \xNN, where NN is the hex value of each character,
followed by the length of the SSID in bytes. For example, “\x00” [1] means that the SSID contains
the hex value \x00 and is 1 byte long. In addition, any double quote marks or backslashes that are
part of the SSID octets are displayed using a preceding backslash (for example, \" or \\).

Faults Troubleshooting

This section provides the following troubleshooting information:

• Symptom After adding an AAA server to a WLSE, the fault ‘AAA server is Not available’ is

generated for that AAA server.

• Symptom A polling interval for a fault is increased from one minute to a higher value, yet the fault

reappears after one minute, not in new time set for the polling.

• Symptom The Display Fault view is blank.

• Symptom Email fails to arrive at its destination.

• Symptom No VLAN fault information is displayed for IOS access points.

• Symptom No email notifications are being received for low priority faults.

• Symptom SNMP Unreachable faults are displayed more frequently than the set polling interval.

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Faults FAQs and Troubleshooting

Symptom After adding an AAA server to a WLSE, the fault ‘AAA server is Not available’ is generated

for that AAA server.

Possible Cause There are several reasons for this error messages: the wrong secret (a secret that does

not match what is configured on the AAA server) was entered; the WLSE IP address is not
configured as a NAS on the server, or the server is unreachable.

Recommended Action Enter the correct secret; the one that is configured on the AAA server or

configure the WLSE IP address as NAS on the server.

Symptom A polling interval for a fault is increased from one minute to a higher value, yet the fault

reappears after one minute, not in new time set for the polling.

Possible Cause The new polling time did not register.

Recommended Action Disable fault polling on the relevant policy or threshold, then manually clear

the fault. Change the fault polling interval on the policy or threshold to the new setting, then enable
fault polling on the relevant policy or threshold.

Chapter 1 FAQs and Troubleshooting

Symptom The Display Fault view is blank.

Possible Cause There are no faults to report based on the filtering criteria you entered.

Recommended Action Not applicable.

Symptom Email fails to arrive at its destination.

Possible Cause The SMTP server is not configured properly.

Recommended Action Configure the SMTP server by selecting Admin > Appliance > Configure

Mailroute.

Symptom No VLAN fault information is displayed for IOS access points.

Possible Cause WEP keys have not been configured in each VLAN. When the WEP keys are

configured in the IOS access points, VLAN information is accessible by SNMP.

Recommended Action Configure the WEP keys for the corresponding VLAN.

Symptom No email notifications are being received for low priority faults.

Possible Cause No email notification is sent for lower priority faults if higher priority faults already

exists for that fault

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Recommended Action None.

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Chapter 1 FAQs and Troubleshooting

Symptom SNMP Unreachable faults are displayed more frequently than the set polling interval.

Possible Cause When the WLSE polls for any faults, it also checks if the device is SNMP reachable.

If the device is unreachable, it will generate an SNMP Unreachable fault no matter what the SNMP
Reachable poll interval is.

Recommended Action None.

Devices FAQs and Troubleshooting

• Devices FAQs, page 1-15

• Devices Troubleshooting, page 1-17

Devices FAQs

• Q.Can the WLSE auto rename new APs to a unique name - for example incrementally in the form

of ap01, ap02 and so on?

• Q.Why is hostname (device name), sysContact, and sysLocation information not updated in the

WLSE after I change these parameters on the access points?

Devices FAQs and Troubleshooting

• Q.What is an invalid CDP seed?

• Q.Can I discover devices if CDP is disabled?

• Q.What are the extra inventories listed in the Run Now folder?

• Q.What are the results of adding or removing an interface from an access point?

• Q.Can the WLSE discover access points that are connected to non-Cisco switches?

• Q.Can I register an access point as an AAA server to be monitored by the WLSE?

• Q.How does the WLSE handle duplicate IP addresses on APs?

• Q.Will the WLSE discover a router or switch that has no access points connected to it?

Q.

Can the WLSE auto rename new APs to a unique name - for example incrementally in the form of
ap01, ap02 and so on?

A.

Auto assigning incremental names to APs is not possible, but a workaround could be to select

Devices > Discover > Discover > Advanced Options, and use the Name Format field. Click Learn
About Name Format to understand the various options.

Q.

Why is hostname (device name), sysContact, and sysLocation information not updated in the WLSE
after I change these parameters on the access points?

A.

The hostname (device name), sysContact, and sysLocation parameters are updated during discovery,
not during inventory. You should rediscover the devices (without deleting them), after making the
changes on the access points.

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Devices FAQs and Troubleshooting

Q.

What is an invalid CDP seed?

A.

An invalid seed is a device that does not run Cisco Discovery Protocol (CDP), such as a PC or
workstation). Such a device does not function as a seed because it does not allow the WLSE to
traverse the network and find other devices. In the discovery run log, invalid seeds are shown as
SNMP unreachable.

Q.

Can I discover devices if CDP is disabled?

A.

If CDP is disabled on network devices, you can still discover access points by entering the IP
addresses of all of them on the WLSE as seed values. However, the WLSE cannot discover switches
directly attached to such access points, and switch-related reports will be empty.

Q.

What are the extra inventories listed in the Run Now folder?

A.

The radio manager automatically runs periodic inventories for relevant functionality.

Q.

What are the results of adding or removing an interface from an access point?

A.

If you physically remove an interface (for example, removing 11b from a dual-interface AP 1200),
the WLSE will automatically detect the change during the next inventory cycle. If you physically
add an interface, you must delete the device and rediscover it. Otherwise, the inventory data might
be invalid.

Chapter 1 FAQs and Troubleshooting

Q.

Can the WLSE discover access points that are connected to non-Cisco switches?

A.

You cannot use CDP to discover the APs, but you can import them from a file or enter them all as
seed devices in the WLSE. Alternatively, if you have configured Wireless Domain Services, the APs
may automatically be discovered if they are within the range of the participating APs.

Q.

Can I register an access point as an AAA server to be monitored by the WLSE?

A.

Yes, you can register an AP 1100 or AP 1210 as an AAA server. However, if you register an AP as
an AAA server, you can no longer use the WLSE to manage that AP as a wireless device.

Q.

How does the WLSE handle duplicate IP addresses on APs?

A.

The WLSE must be able to handle situations in which an AP is assigned an address that is already
assigned to another device that has been discovered by the WLSE. The WLSE handles these
situations by sending appropriate internal events, placing the device that previously had the address
in the Duplicate IP folder and updating the database. Detection of duplicate addresses occurs during
periodic checking for rebooted APs and during discovery.

For information on how you should handle devices in the Duplicate IP folder, see the online help for
the Devices tab or the section called “Handling Duplicate IP Addresses on Access Points” in the
User Guide for the CiscoWorks Wireless LAN Solution Engine, Release 2.13 on Cisco.com.

Q.

Will the WLSE discover a router or switch that has no access points connected to it?

A.

The WLSE does not discover a router or switch that has no supported access point or bridge attached
to it.

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Chapter 1 FAQs and Troubleshooting

Devices Troubleshooting

This section contains the following troubleshooting information:

Discovery/Device Management Troubleshooting

• Symptom Devices were discovered but are not displayed in the GUI; for example, in Reports.

• Symptom There is a time discrepancy in the scheduled discovery jobs.

• Symptom The SNMP Query Authorization Exception is recorded in the discovery log.

• Symptom An error message appears in the discovery run log.

• Symptom An IOS access point configured with an iee802dot11 view is not discovered.

• Symptom When importing or exporting devices from an RME server, the message “Failed to

connect to server. WLSE will try to connect as RME 4.0.” appears.

• Symptom After changing the device name format, device names are not updated in the device tree.

• Symptom After creating a customized device name format, truncation of device names in displays

such as device trees makes it difficult or impossible to distinguish one device from another.

• Symptom Instead of a proper device name or IP address, the WLSE is displaying device names as

%dns%, %hostname%, or %description%.

• Symptom After a device is moved from unmanaged to managed, the name format is not applied.

Devices FAQs and Troubleshooting

• Symptom The IP address of a device was changed, but the Device Details display does not reflect

this change.

• Symptom When trying to discover a WLSM, the error message “device is not supported” is listed

in the discovery log.

• Symptom AP 1230 and AP 1231 are not shown in WLSE displays.

Inventory Troubleshooting

• Symptom Frequent client inventories are causing too much network traffic or degrading WLSE

performance.

• Symptom Inventory is taking longer than expected and a message about no logs available appears

in the inventory log.

AAA Server Troubleshooting

• Symptom The name of an AAA server is displayed as %hostname% instead of the name entered

by the user when the AAA server was added.

Symptom Devices were discovered but are not displayed in the GUI; for example, in Reports.

Possible Cause The devices have not been moved to the Managed state.

Recommended Action Select Devices > Discover > Managed Devices. Move the devices from New

or Unmanaged to Managed.

Intermediate switches with no access points directly connected to them are shown to be discovered
in the Devices > Discover > DISCOVERY > Logs but will not show up in Devices > Discover >
Managed Devices > Manage/Unmanage.

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Devices FAQs and Troubleshooting

Symptom There is a time discrepancy in the scheduled discovery jobs.

Possible Cause The local or system time is not set correctly on the WLSE.

Recommended Action

a.

b. Set the local browser time. Select Admin > Appliance > Time/NTP/Name/Webtimeout.

Symptom The SNMP Query Authorization Exception is recorded in the discovery log.

Possible Cause The community string on the access point does not have admin and firmware rights.

Recommended Action In the configuration template or on the access point, assign the missing rights

to the community string. For more information, see the information on setting up devices in the
online help or the User Guide for the CiscoWorks Wireless LAN Solution Engine, 2.13.

Chapter 1 FAQs and Troubleshooting

Reset the WLSE system time (UTC) using CLI commands as follows:

Enter services stop to stop services.

Enter the clock command to reset the time.

Enter services start to restart the services.

Symptom An error message appears in the discovery run log.

Table 1-1 Discovery Run Log Messages

Message Possible Cause Recommended Action

No seeds defined.

Although discovery is
initially enabled and runs
every 24 hours, it will not

See the online help or the User Guide for the

CiscoWorks Wireless LAN Solution Engine,
Release 2.13.

run unless you add seed
devices.

Inventory collection
was not run for
updated devices, run
on-demand inventory
or wait for the next
scheduled inventory

IP conflict for

ip_address

(

hostname

Identifier or
ethernet MAC is

identifier or MAC
address

already exists under
this IP address. If
the original device
was replaced, please
delete it first and
run discovery again.

).

. A device

An automatic inventory does
not run for rediscovered
devices.

A newly discovered device
has the same IP address as a
previously discovered
device. The new device will
not be discovered until the
conflict is resolved. The
identifier shown is for the
previously discovered
device. For access points,
the identifier shown is the
Ethernet MAC address.

Run an on-demand inventory or wait for the
next scheduled inventory. See the online help
or the User Guide for the CiscoWorks Wireless
LAN Solution Engine, Release 2.13.

If you want both devices to be managed,
assign a different IP address to the newly
discovered device. If you substituted a new
device for a previous device and want to retain
the IP address, delete the old device. In either
case, run discovery again or wait for the next
scheduled discovery. See the online help or
the User Guide for the CiscoWorks Wireless
LAN Solution Engine, Release 2.13.

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