Cisco Works Wireless LAN Solution Engine User Manual

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FAQ and Troubleshooting Guide for the CiscoWorks Wireless LAN Solution Engine

Release 2.5

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FAQ and Troubleshooting Guide for the CiscoWorks Wireless LAN Solution Engine

CHAPTER

1 FAQs and Troubleshooting 1-1

General FAQs and Troubleshooting 1-1

Faults FAQs and Troubleshooting 1-11

Devices FAQs and Troubleshooting 1-13

Configuration FAQs and Troubleshooting 1-19

Firmware FAQs and Troubleshooting 1-24

Reports FAQs and Troubleshooting 1-32

Radio Manager FAQs and Troubleshooting 1-36

Administration FAQs and Troubleshooting 1-43

2 Fault Descriptions 2-1

Access Point Faults 2-2

WLSE Fault 2-20

AAA Server Faults 2-20

Switch Faults 2-25

Router Fault 2-28

NDEX

FAQ and Troubleshooting Guide for the CiscoWorks Wireless LAN Solution Engine

iii

Contents

FAQ and Troubleshooting Guide for the CiscoWorks Wireless LAN Solution Engine

CHAPTER

FAQs and Troubleshooting

This FAQ and troubleshooting guide consists of the following sections:

• General Questions—See General FAQs and Troubleshooting, page 1-1

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

• Devices—Devices FAQs and Troubleshooting, page 1-13

• Configuration—Configuration FAQs and Troubleshooting, page 1-19

• Firmware—Firmware FAQs and Troubleshooting, page 1-24

• Reports—Reports FAQs and Troubleshooting, page 1-32

• Radio Manager —Radio Manager FAQs and Troubleshooting, page 1-36

• Administration—Administration FAQs and Troubleshooting, page 1-43

General FAQs and Troubleshooting

• General FAQs, page 1-1

• General Troubleshooting, page 1-3

General FAQs

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

• What ports and protocols does the WLSE use?

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

FAQ and Troubleshooting Guide for the CiscoWorks Wireless LAN Solution Engine

1-1

General FAQs and Troubleshooting

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

• Can SSH be disabled?, page 1-2

• Can I run a job to convert a number of access points from non-IOS to IOS?

• What are the requirements for WLSE usernames and passwords?

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

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.

What ports and protocols does the WLSE use?

For discovery and fault monitoring, the WLSE primarily uses SNMP (UDP port 161). For applying configuration changes, the WLSE uses SNMP, HTTP (TCP port 80 or as configured), and TFTP (UDP port 69).

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

Chapter 1 FAQs and Troubleshooting

1-2

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.

Is Telnet enabled or disabled by default on the WLSE?

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

Can SSH be disabled?

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 firewall ethernet0 private ssh

FAQ and Troubleshooting Guide for the CiscoWorks Wireless LAN Solution Engine

Chapter 1 FAQs and Troubleshooting

Can I run a job to convert a number of access points from non-IOS to IOS?

Yes, you can run a firmware job, using a special IOS upgrade image that is available on Cisco.com. For more information, see the firmware upgrade information in the online help or the User Guide for the CiscoWorks Wireless LAN Solution Engine, Release 2.5.

What are the requirements for WLSE usernames and passwords?

Usernames can be up to 32 characters long, and you can use the alphanumeric characters and other characters as described in the Naming Guidelines appendix of the User Guide for the CiscoWorks Wireless LAN Solution Engine, Release 2.5. Passwords are from 5 to 8 characters long, and you can use the alphanumeric characters plus the underscore (_). Both usernames and passwords are case sensitive.

General Troubleshooting

This section provides the following troubleshooting information:

• After the WLSE reboots, the login screen appears, followed by an Internal

Server Error message.

• A search for an access point using APs Based on Client IP, displays the

following message, “search yielded no results.”

General FAQs and Troubleshooting

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

following error message appears: Action Cancelled.

• Cannot recover after incorrect setup program entry.

• Cannot log into the system.

• Cannot log in as a system administrator.

• After the WLSE starts up, the setup login prompt appears. Use the setup

program. The WLSE cannot connect to the network.

• Cannot connect to the WLSE using a Web browser.

• The system time or date is incorrect.

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

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General FAQs and Troubleshooting

Symptom After the WLSE reboots, the login screen appears, followed by an

Internal Server Error message.

Possible Cause The servlet engine in the WLSE is starting up.

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

Symptom A search for an access point using APs Based on Client IP, displays the

following message, “search yielded no results.”

Possible Cause The device you are searching for is an IOS device. This type

of search only works for non-IOS devices.

Recommended Action None.

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.

Chapter 1 FAQs and Troubleshooting

1-4

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 Administration > Appliance > Security > SSL (HTTPS).

FAQ and Troubleshooting Guide for the CiscoWorks Wireless LAN Solution Engine

Chapter 1 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

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

3. If you are certain you entered a valid username and password, contact

Symptom Cannot log in as a system administrator.

General FAQs and Troubleshooting

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.

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

If yes, continue to the next step.

Cisco’s Technical Assistance Center for assistance.

Possible Cause All administrator passwords have been lost.

Recommended Action Perform the following procedure:

1. Connect a console to the WLSE’s console port.

For the WLSE 1105, use the serial port on the front panel; do not use the serial port on the back panel as a console port.

For the WLSE 1130, the serial/console port is on the back panel.

2. Power the system off, then power it back on. The following prompt

appears:

LILO boot:

3. Press the Tab key. The following prompt appears:

boot:

4. Enter the following command. This puts the WLSE in maintenance

image mode.

CiscoBreR

[root@CiscoMaintImage/]#

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General FAQs and Troubleshooting

5. Enter the following command. This erases the WLSE’s configuration,

Symptom After the WLSE starts up, the setup login prompt appears. 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

Chapter 1 FAQs and Troubleshooting

returns the WLSE to factory defaults, and reloads the WLSE.

[root@CiscoMaintImage/]# erase config

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).

Ethernet indicator is lit.

1-6

–

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.

FAQ and Troubleshooting Guide for the CiscoWorks Wireless LAN Solution Engine

Chapter 1 FAQs and Troubleshooting

–

3. Use the show interfaces command to determine if the Ethernet 0

General FAQs and Troubleshooting

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.

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 2.5. You can access a PDF version of this guide by clicking View PDF in the WLSE’s online help.

If the Ethernet 0 interface is disabled, enable it. If it is misconfigured, configure it correctly. For more information, see the Installation and Configuration Guide for the CiscoWorks Wireless LAN Solution Engine.

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.

5. If no conditions are preventing the system from connecting to the

network, contact Cisco’s Technical Assistance Center.

Symptom Cannot connect to the WLSE using a Web browser.

Possible Cause

–

The system cannot connect to the network.

–

HTTP or HTTPS is not enabled

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General FAQs and Troubleshooting

–

Recommended Action

2. If you are attempting to connect via HTTP, verify that the IP address is

3. If you are attempting to connect via HTTP, verify that HTTP is enabled.

4. Verify that the browser is configured correctly, and attempt to connect to

Chapter 1 FAQs and Troubleshooting

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.

appended with :1741.

If you are attempting to connect via HTTPS, verify that HTTPS is enabled. For more information, see the Installation and Configuration Guide for the CiscoWorks Wireless LAN Solution Engine.

the WLSE. For more information, see these Installation and Configuration Guide for the CiscoWorks Wireless LAN Solution Engine. If you cannot connect, continue to step 5.

1-8

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 7. 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.

FAQ and Troubleshooting Guide for the CiscoWorks Wireless LAN Solution Engine

Chapter 1 FAQs and Troubleshooting

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

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 2.5. You can access a PDF version of this guide by clicking View PDF in the WLSE’s online help.

General FAQs and Troubleshooting

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

Release 2.5. You can access a PDF version of this guide by clicking View PDF in the WLSE’s online help.

Cisco’s Technical Assistance Center for assistance.

NTP is misconfigured.

The system clock is set incorrectly.

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

Possible Cause

–

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 2.5. You can access a PDF version of this guide by clicking View PDF in the WLSE’s online help.

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General FAQs and Troubleshooting

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

Possible Cause

–

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

Chapter 1 FAQs and Troubleshooting

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.

correctly. For more information, see the following

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 2.5. You can access a PDF version of this guide by clicking View PDF in the WLSE’s online help

1-10

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 2.5. You can access a PDF version of this guide by clicking View PDF in the WLSE’s online help

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

sure the host from which you are attempting to Telnet is on the list.

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

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.

ip-address

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

FAQ and Troubleshooting Guide for the CiscoWorks Wireless LAN Solution Engine

Chapter 1 FAQs and Troubleshooting

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

5. If the system cannot resolve DNS names to IP addresses, the DNS server

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

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

Faults FAQs and Troubleshooting

the following 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.

it is using is not working properly.

Resolve the network DNS problem, then continue.

that the WLSE can resolve host names by entering the following command:

ping

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

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

dns-name {hostname | ip-address

hostname

}

Faults FAQs and Troubleshooting

• Faults FAQs, page 1-11

• Faults Troubleshooting, page 1-12

Faults FAQs

• Does acknowledging a fault clear it?

• What traps are sent from the WLSE?

• What trap types are forwarded by the WLSE?

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

• What information is emailed in a fault notification?

FAQ and Troubleshooting Guide for the CiscoWorks Wireless LAN Solution Engine

1-11

Faults FAQs and Troubleshooting

Does acknowledging a fault clear it?

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.

What traps are sent from the WLSE?

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.

What trap types are forwarded by the WLSE?

No traps are forwarded from other devices.

What information is emailed in a fault notification?

For a description see the online help.

Chapter 1 FAQs and Troubleshooting

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

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

Faults Troubleshooting

• The Display Fault view is blank.

• Email fails to arrive at its destination.

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

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.

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Chapter 1 FAQs and Troubleshooting

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 Administration

> 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.

Devices FAQs and Troubleshooting

• Devices FAQs, page 1-13

Devices FAQs and Troubleshooting

Devices FAQs

• Devices Troubleshooting, page 1-15

• Why is hostname (device name), sysContact, and sysLocation information

not updated in the WLSE after I change these parameters on the access point?

• What is an invalid CDP seed?

• Can I discover devices if CDP is disabled?

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

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

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

switches?

FAQ and Troubleshooting Guide for the CiscoWorks Wireless LAN Solution Engine

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Devices FAQs and Troubleshooting

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

The hostname (device name), sysContact, and sysLocation parameters are updated during discovery, not during inventory. Make sure you schedule a periodic discovery under Administration > Discover > Scheduled Discovery.

What is an invalid CDP seed?

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.

Can I discover devices if CDP is disabled?

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.

Chapter 1 FAQs and Troubleshooting

1-14

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

The radio management module runs periodic immediate inventories.

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

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.

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

The APs cannot be discovered through CDP, but you can import the APs from a file or enter them all as seeds in the WLSE UI.

FAQ and Troubleshooting Guide for the CiscoWorks Wireless LAN Solution Engine

Chapter 1 FAQs and Troubleshooting

Devices Troubleshooting

This section contains the following troubleshooting information:

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

Reports.

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

• Devices are placed in Misconfigured Devices group after discovery and

dot11mib fault is displayed.

• Access points are placed in Misconfigured Devices group even though they

have been configured with the correct ISO views.

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

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

WLSE performance.

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

available appears in the inventory log.

• When entering device Telnet or SSH credentials on the WLSE, authentication

fails if the & character appears in a name or password.

Devices FAQs and Troubleshooting

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 Administration > 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 Administration > Tasks History > Discovery logs but will not show up in Administration > Discover > Managed Devices > Manage/Unmanage.

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

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Devices FAQs and Troubleshooting

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

b. Set the local browser time. Select Administration > Appliance >

Symptom Devices are placed in Misconfigured Devices group after discovery and

dot11mib fault is displayed.

Possible Cause IOS devices are not configured correctly with an ISO view.

Also, see the following Symptom: Access points are placed in Misconfigured

Devices group even though they have been configured with the correct ISO views., page 1-18.

Recommended Action Perform the following tasks on the devices and the

WLSE. Either configure the devices individually or create a configuration template with the relevant custom values and create a job for the devices.

Chapter 1 FAQs and Troubleshooting

Enter services stop to stop services.

Enter the clock command to reset the time.

Enter services start to restart the services.

Time/NTP/Name.

1-16

–

To configure devices individually:

a. Use Telnet or SSH to log in to the device, then enter enable mode.

b. In global configuration mode, enter the following commands in

sequence:

# snmp-server view iso iso included

# snmp-server community community_string view iso RO

where community_string is the device’s read-only community string. This is the same string that should exist in the WLSE’s SNMP credentials screen (Devices > Discover > Device Credentials > SNMP Communities). If it is not entered there, see the following instructions for entering device credentials in the WLSE.

c. Exit from the global configuration mode, and enter the following

command:

# write memory

–

To configure devices by using a template:

FAQ and Troubleshooting Guide for the CiscoWorks Wireless LAN Solution Engine

Chapter 1 FAQs and Troubleshooting

a. Use the procedures in the configuration template instructions in the

b. Enter the following custom values in the template:

c. Run a configuration job on the devices in the Misconfigured Devices

d. After the configuration job finishes successfully, the dot11 mib fault will

Devices FAQs and Troubleshooting

online help or the User Guide for the CiscoWorks Wireless LAN Solution Engine, 2.5 to create a template.

snmp-server view iso iso included

snmp-server community community_string view iso RO

group:

— Select the template created in the previous step.

—Either select the Misconfigured Devices group or the devices in the group.

—Schedule the job to run at the desired time.

be cleared after the next discovery cycle. You can run a manual discovery immediately after the configuration job finishes; select Devices > Discover > Run Inventory > Run Now.

–

Perform the following steps on the WLSE:

a. If the device’s ISO community string has not been entered on the WLSE,

select Devices > Discover > Device Credentials > SNMP Communities. Then, enter the same community strings that you configured on the devices in the previous procedure.

Otherwise, the devices will be placed back in the Misconfigured Devices group after the next discovery cycle.

b. Rediscover the devices by using them as seed devices in an immediate

discovery. Select Devices > Discover > Run Inventory > Run Now. For more information on discovery, see the online help discovery section or the User Guide for the CiscoWorks Wireless LAN Solution Engine, Release 2.5.

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Devices FAQs and Troubleshooting

Symptom Access points are placed in Misconfigured Devices group even though

they have been configured with the correct ISO views.

Possible Cause Unknown.

Recommended Action Delete the access points from the WLSE and run a new

discovery on them.

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, Release 2.5.

Chapter 1 FAQs and Troubleshooting

1-18

Symptom Frequent client inventories are causing too much network traffic or

degrading WLSE performance.

Possible Cause Running frequent client inventories when managing large

numbers of access points (1,000 or more) generates a great deal of traffic and may degrade WLSE performance.

Recommended Action Increasing the Wireless Client Poll Interval in Devices >

Discover > Inventory > Polling will reduce the polling frequency. If you need more frequent client polling for a subset of your access points, use the Scheduled Inventory feature instead (Devices > Discover > Inventory > Run Inventory).

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

available appears in the inventory log.

No logs available. Waiting for resources to start job.

FAQ and Troubleshooting Guide for the CiscoWorks Wireless LAN Solution Engine

Chapter 1 FAQs and Troubleshooting

Configuration FAQs and Troubleshooting

Possible Cause If there are also SNMP timeouts on the network, inventory

jobs will take much longer. Other jobs may be using all of the available resources. Also, the next scheduled inventory will not run until the current inventory finishes.

Recommended Action None.

Symptom When entering device Telnet or SSH credentials on the WLSE,

authentication fails if the & character appears in a name or password.

Possible Cause The WLSE ignores the & character and all characters that

follow it.

Recommended Action Do not use & in Telnet/SSH credentials that must be

entered on the WLSE.

Configuration FAQs and Troubleshooting

• Configuration FAQs, page 1-19

• Configuration Troubleshooting, page 1-22

Configuration FAQs

• If I create a configuration template that includes WEP key settings how can I

verify that they were set on the access point (the access point does not show WEP key settings on its web interface)?

• Can you undo a configuration update?

• How long is the configuration job history kept in the WLSE?

• Do jobs use HTTP or SNMP to initiate a configuration upload?

• Is it necessary to validate a job?

• What kinds of job logs are available?

• What is startup configuration?

FAQ and Troubleshooting Guide for the CiscoWorks Wireless LAN Solution Engine

1-19

Configuration FAQs and Troubleshooting

• If I make changes to the startup template, will those modifications be

automatically uploaded to the access points that already had that startup template applied?

• What is auto configuration?

• Can I give a configuration job a name that is used for a firmware or radio

management job?

If I create a configuration template that includes WEP key settings how can I verify that they were set on the access point (the access point does not show WEP key settings on its web interface)?

For security reasons, the access point does not show or send WEP key information. One of the ways to verify the update is to look at the WEP Key length. The only way to verify the contents of the WEP key is to try associating a client that uses that WEP key.

Can you undo a configuration update?

Yes, but only for successful jobs and device versions 11.23T and above for the 340 and 350 access points and bridges, and versions 11.56 and above for AP1200. The Undo feature cannot be used for IOS devices.

Chapter 1 FAQs and Troubleshooting

1-20

To undo a job, view the Job Run Details table under Configuration > Jobs, select the job you want to undo, and click Undo. For more specific information, see the online help.

How long is the configuration job history kept in the WLSE?

The default time is 30 days. You can change this by navigating to Devices > Discover > Inventory > Polling > Job History Truncation Interval. Also, by default, for the recurring jobs, the last 30 runs are maintained in the database.

Do jobs use HTTP or SNMP to initiate a configuration upload?

WLSE Configuration jobs can use either HTTP or SNMP as the mechanism to initiate a configuration template upload to an access point.

• The HTTP mechanism is valid for all supported device versions. The

following setup parameters must be in place for HTTP mechanism to function properly:

FAQ and Troubleshooting Guide for the CiscoWorks Wireless LAN Solution Engine

Chapter 1 FAQs and Troubleshooting

–

Note Both username and password in the device credentials are case

• The SNMP mechanism is valid for versions 11.08T and higher. The following

setup parameters must be in place for SNMP to function properly:

–

Configuration FAQs and Troubleshooting

HTTP credentials for the device (with admin and firmware privileges on the access point) must match those entered on the WLSE HTTP device credentials screen.

TFTP server settings on the access point (Setup > FTP), must refer to the WLSE’s IP address.

sensitive.

SNMP credentials for the device (with admin and firmware privileges on the access point) must match those entered on the WLSE SNMP device credentials screen.

There is no need to change TFTP server settings for the SNMP mechanism, although you can use the SNMP mechanism to change the TFTP server settings on the AP to be used in the HTTP mechanism. Enter valid credentials in the Security > Local Admin Access template screen.

The SNMP job mechanism can be used to update TFTP settings, which are needed by HTTP-based jobs. This setting is available under Service > FTP in the configuration templates screens.

Is it necessary to validate a job?

We recommend that you always validate a job before saving it. This will help in locating any possible problems before applying the job.

What kinds of job logs are available?

There are two kinds of job logs: Job run log and the jobvm log.

• The job run log is where events are logged for a particular job’s run. This log

can be used to check what went wrong with the job and make any required corrections. The job run log can be viewed by selecting a particular job from the job list, then clicking Job Run Detail. From the window that pops up, select a particular run for the job, then click Job Run Log.

• The jobvm.log is a global log for all types of jobs. It is used mainly for

development troubleshooting. The jobvm.log can be viewed by selecting Administration > Appliance > View Log File, then clicking jobvm.log.

FAQ and Troubleshooting Guide for the CiscoWorks Wireless LAN Solution Engine

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Configuration FAQs and Troubleshooting

What is startup configuration?

Startup configuration is used right after a device (access point) reboots. It requires DHCP server to be properly set up to allow the access point to pick its startup configuration from WLSE. For this to work, you must set up the following:

a. Enter the <IP address of the WLSE> in the Boot Server Host Name

field (option number 066) on the DHCP server.

b. Enter <startup file name> in the BootfileName field (option number

067) on the DHCP server.

For additional information, or for information about configuring a router as a DHCP server, see the online help.

What is auto configuration?

Auto configuration is used after the device has been discovered and inventory has been collected for it. This template can be applied based on criteria you define while saving your auto-configuration template.

If I make changes to the startup template, will those modifications be automatically uploaded to the access points that already had that startup template applied?

Chapter 1 FAQs and Troubleshooting

No. If you make modifications to the startup template, you will have to reapply the template.

Can I give a configuration job a name that is used for a firmware or radio management job?

No. Job names cannot be duplicated.

Configuration Troubleshooting

• HTTP configuration jobs are picking up the wrong template.

• An IOS template job failed.

• Configuration jobs fail because the Telnet/SSH credentials are not valid, even

though credentials have been entered on the WLSE.

FAQ and Troubleshooting Guide for the CiscoWorks Wireless LAN Solution Engine

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Chapter 1 FAQs and Troubleshooting

Symptom HTTP configuration jobs are picking up the wrong template.

Possible Cause If the access point’s FTP setting is the same as the DHCP

server, then HTTP config job picks up the wrong template from wrong WLSE server.

Recommended Action None. This is how the access point functions and there

is no workaround.

Symptom An IOS template job failed.

Possible Cause The template has the hostname configured instead of the IP

address, and the DNS name resolution is not configured correctly on the access point.

Recommended Action Use the IP address or configure the DNS name correctly

on the access point.

Symptom Configuration jobs fail because the Telnet/SSH credentials are not valid,

even though credentials have been entered on the WLSE.

Configuration FAQs and Troubleshooting

Possible Cause The credentials entered on the WLSE do not exactly match the

data entered in Devices > Discovery > Device Credentials > Telnet/SSH User/Password.

Recommended Action Make sure that the Telnet/SSH credentials data entered

on the WLSE show the correct device login response. Match the device login sequence with the credential fields, as shown in Firmware and configuration

jobs fail because the Telnet/SSH credentials are not valid., page 1-30.

FAQ and Troubleshooting Guide for the CiscoWorks Wireless LAN Solution Engine

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Firmware FAQs and Troubleshooting

• Firmware FAQs, page 1-24

• Firmware Troubleshooting, page 1-26

Firmware FAQs

• How can firmware images be imported?

• Are firmware jobs run by using both HTTP and SNMP?

• What kinds of job logs are available?

• How many devices can I have in one firmware job?

• Can I give a firmware job a name that is used for a configuration or radio

management job?

How can firmware images be imported?

Firmware images can be imported to WLSE from the desktop as well as Cisco.com. While importing any image from Cisco.com, the WLSE reads the version string and the device type for the image attributes. For imports from the desktop, you must make sure that the version and the device type strings are correctly entered in the image attributes. For example, for an AP 350, image version 12.00T, the image string must be entered as 12.00T; not 12.0 or 12.00 or 12.0T.

Chapter 1 FAQs and Troubleshooting

1-24

Are firmware jobs run by using both HTTP and SNMP?

Yes. Firmware jobs use both HTTP and SNMP protocols.

• HTTP is valid for all supported device versions. The following setup

parameters must be in place for HTTP to function properly:

–

HTTP credentials for the device (with admin and firmware privileges on the AP) must match those entered on the WLSE HTTP device credentials screen.

–

TFTP server settings on the access point must reference the WLSE’s IP address.

FAQ and Troubleshooting Guide for the CiscoWorks Wireless LAN Solution Engine

Chapter 1 FAQs and Troubleshooting

Note Both username and password in the device credentials are case

• SNMP is valid for versions 11.08T and higher. The following setup

parameters must be in place for SNMP to function properly:

–

Note NOTE: Make sure to provide a numeric value in the user ID field

Firmware FAQs and Troubleshooting

sensitive.

SNMP credentials for the device (with admin and firmware privileges on the AP) must match those entered on the WLSE SNMP device credentials screen.

(template screen).

What kinds of job logs are available?

There are two kinds of job logs: Job run log and the jobvm log.

• The job run log is where events are logged for a particular job’s run. This log

• The jobvm.log is a global log for all types of jobs. It is used mainly for

development troubleshooting. The jobvm.log can be viewed by selecting Administration > Appliance > View Log File, then clicking jobvm.log.

How many devices can I have in one firmware job?

There is no limit, although it is recommended that you work with device groups and set up jobs accordingly (for example, by location or building). While a job is running, the WLSE allocates resources for updating 20 devices in parallel. At any given time, 20 devices will be upgrading and the remainder will be waiting for resources to become available.

FAQ and Troubleshooting Guide for the CiscoWorks Wireless LAN Solution Engine

1-25

Firmware FAQs and Troubleshooting

Can I give a firmware job a name that is used for a configuration or radio management job?

No. Job names cannot be duplicated.

Firmware Troubleshooting

• There is a time discrepancy in a job.

• Email about job completion fails to arrive at destination.

• Firmware is not updated on all the devices included in a job.

• An SNMP job fails.

• A firmware job ends with status “not verified.”

• Firmware jobs over slow links do not succeed.

• A conversion job fails because the firmware installation does not start.

• When downloading firmware from Cisco.com, an error message about

cryptography permissions appears.

Chapter 1 FAQs and Troubleshooting

1-26

• When downloading firmware from Cisco.com, an error message about

connectivity failure appears.

• Firmware and configuration jobs fail because the Telnet/SSH credentials are

not valid.

• After conversion to IOS, the native VLAN information is not correct.

Symptom There is a time discrepancy in a job.

Possible Cause The time was not set correctly on the WLSE.

Recommended Action

Reset the WLSE time to Universal Coordinated 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.

FAQ and Troubleshooting Guide for the CiscoWorks Wireless LAN Solution Engine

Chapter 1 FAQs and Troubleshooting

b. Set the time in local browser time, select Administration > Appliance >

For more information on setting the time, see the User Guide for the CiscoWorks Wireless LAN Solution Engine, Release 2.5. You can access a

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

Symptom Email about job completion fails to arrive at destination.

Possible Cause The SMTP server is not specified.

Recommended Action Configure the mail route by selecting Administration >

Appliance > Configure Mailroute.

Symptom Firmware is not updated on all the devices included in a job.

Possible Cause There were warnings displayed when the job was saved. Jobs

for devices with warnings do not run; the job runs only for devices that do not have any warnings.

Firmware FAQs and Troubleshooting

Time/NTP/Name.

Recommended Action Solve the problems indicated in the warning messages

before running the job.

Possible Cause If two firmware jobs were scheduled closely together, the

second job contained some of the same devices as the first job. Those devices could not be updated because the first job was already running.

Recommended Action It is recommended that firmware jobs be run on groups

of devices. Each group should be exclusive; that is, no device should be a member of more than one group.

For more information on updating firmware, see the User Guide for the CiscoWorks Wireless LAN Solution Engine, 2.5. You can access a PDF version of this guide by clicking View PDF in the WLSE’s online help.

FAQ and Troubleshooting Guide for the CiscoWorks Wireless LAN Solution Engine

1-27

Firmware FAQs and Troubleshooting

Symptom An SNMP job fails.

Possible Cause The read community string does not have sufficient

permissions.

Recommended Action The access point must have a user with at least SNMP,

FIRMWARE, and ADMIN permissions for read-only access.

Access points with software releases prior to 12.01(T) must have a user with SNMP, FIRMWARE, ADMIN, and IDENT permissions for read-only access.

Symptom A firmware job ends with status “not verified.”

Note The “not verified” status may not mean that the job has failed. The WLSE

Chapter 1 FAQs and Troubleshooting

may time out before confirming whether the upgrade succeeded. To make sure, you can run an on-demand inventory on the devices in question to find out whether the firmware upgrade was installed. For more information, see the Inventory online help, or select Devices > DISCOVER > Inventory > Run Inventory Now.

1-28

Possible Cause The device may be taking a long time to reboot.

Caution Do not take the following action for firmware jobs that you are running to convert

non-IOS access points to IOS. See the special conversion instructions in the online help or the User Guide for the CiscoWorks Wireless LAN Solution Engine, Release 2.5.

Recommended Action Increase the value of the Device Reboot Wait Timeout

parameter by accessing the WLSE through the following URL:

http://your_wlse:1741/debug/jobprops.jsp

where your_wlse is the name of the WLSE.

Increase the value of the Device Reboot Wait Timeout parameter and run the job again.

FAQ and Troubleshooting Guide for the CiscoWorks Wireless LAN Solution Engine

Chapter 1 FAQs and Troubleshooting

Note Do not make this value extremely high. It is advisable to keep this value

to something slightly higher than the actual reboot time of the slowest access point.

Symptom Firmware jobs over slow links do not succeed.

Possible Cause The access points being upgraded are connected to the WLSE

over a slow link (less than 1.544 Mbps) and the job is timing out.

Caution Do not take the following action for firmware jobs that you are running to convert

non-IOS access points to IOS. See the special conversion instructions in the online help or the User Guide for the CiscoWorks Wireless LAN Solution Engine, 2.5.

Recommended Action

Firmware FAQs and Troubleshooting

Access the WLSE through the following URL:

http://your_wlse:1741/debug/jobprops.jsp

b. Increase the value of the Per device job operation timeout parameter. For

example, for a 56kbps link, the recommended value is 2400 seconds (40 minutes). On a 128kbps link, the recommended value is 1200 seconds (20 minutes).

Symptom A conversion job fails because the firmware installation does not start.

Possible Cause The AP may not have enough free memory. A minimum of

4 MB (DRAM) of free space is required for the conversion to succeed.

Recommended Action To check the free space available, use the CLI command

:vxdiag_memshow. You can temporarily remove the 11a radio to free up space. For more information, see the access point documentation on Cisco.com.

FAQ and Troubleshooting Guide for the CiscoWorks Wireless LAN Solution Engine

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Firmware FAQs and Troubleshooting

Symptom When downloading firmware from Cisco.com, an error message about

cryptography permissions appears.

Possible Cause The first time you attempt to download firmware, the WLSE

displays this message:

details. Please log into cisco.com and make sure your username has

acknowledged cryptography permissions for downloading IOS images

Recommended Action Log into Cisco.com and acknowledge the cryptography

permissions. After you have acknowledged these permissions, you can import IOS images to the WLSE.

Symptom When downloading firmware from Cisco.com, an error message about

connectivity failure appears.

Possible Cause DNS is not configured on the WLSE.

Recommended Action Configure DNS on the WLSE and make sure the WLSE

can resolve the cisco.com domain name. For information about configuring DNS, see the User Guide for the CiscoWorks Wireless LAN Solution Engine,

Release 2.5 or the Installation and Configuration Guide for the CiscoWorks Wireless LAN Solution Engine, Release 2.5.

Chapter 1 FAQs and Troubleshooting

Error while selecting or displaying image

1-30

Symptom Firmware and configuration jobs fail because the Telnet/SSH

credentials are not valid.

Possible Cause The credentials entered on the WLSE do not exactly match the

data entered in Devices > Discovery > Device Credentials > Telnet/SSH User/Password.

Recommended Action Make sure that the Telnet/SSH credentials data entered

on the WLSE show the correct device login response. Match the device login sequence with the credential fields as follows.

FAQ and Troubleshooting Guide for the CiscoWorks Wireless LAN Solution Engine

Chapter 1 FAQs and Troubleshooting

Device Login Sequence Telnet Credential Fields Required

Username: Password: prompt >enable Password: enable prompt #

Password: prompt > enable Password: enable prompt #

prompt > enable Password: enable prompt #

enable prompt #

Symptom After conversion to IOS, the native VLAN information is not correct.

Possible Cause If VLANs are configured on non-IOS devices and none of them

is configured as native, the conversion process automatically makes one VLAN native. This may not be the correct native VLAN. If more than one device is included in the conversion job, a different VLAN may become native in some APs.

Firmware FAQs and Troubleshooting

User Name

User Password

Enable Password

User Password

Enable Password

(leave the User Name field empty)

Enable Password

(leave User Name and User Password fields empty)

Not supported. Configure the device accordingly.

Recommended Action Access the AP(s) via Telnet or the console and change

the native VLAN to the desired one.

FAQ and Troubleshooting Guide for the CiscoWorks Wireless LAN Solution Engine

1-31

Reports FAQs and Troubleshooting

• Reports FAQ, page 1-32

• Reports Troubleshooting, page 1-32

Reports FAQ

Are any of the reports real-time reports?

The reports are not real time. They are based on data that is collected periodically. The frequency with which the data is collected is user configurable (see Devices > Discover > Inventory > Polling). The data shown in reports is as current as the time the data was collected from the devices.

Reports Troubleshooting

• The Top N Busiest Clients report and the Client Statistics report display 0

(zero) values.

Chapter 1 FAQs and Troubleshooting

1-32

• Some report fields are blank.

• The client association data in the Group Client Association report differs

from the data shown in the Current Client Associations report.

• The access point data in the Historical Associations report is not accurate.

• The Summary and/or Detailed report for access points is empty.

• The group report for a user-defined group contains no data.

• After running a job, the updated data does not appear in a report.

• Email fails to arrive at its destination.

• There is a time discrepancy in the scheduled email jobs.

• No VLAN information is displayed for IOS access points.

FAQ and Troubleshooting Guide for the CiscoWorks Wireless LAN Solution Engine

Chapter 1 FAQs and Troubleshooting

Symptom The Top N Busiest Clients report and the Client Statistics report display

0 (zero) values.

Possible Cause Wireless client polling frequency is set to 51 minutes by

default. The counters could reset between two polling cycles which would cause zero values when the reports are run.

Recommended Action Increase the polling frequency by selecting Devices >

Discover > Inventory > Polling.

Caution Increasing the polling frequency could have an effect on performance.

Symptom Some report fields are blank.

Possible Cause The device is not configured properly for management by the

WLSE; the ISO view has not been created.

Recommended Action See Devices are placed in Misconfigured Devices group

after discovery and dot11mib fault is displayed., page 1-16 for information

about how to correct the problem.

Reports FAQs and Troubleshooting

Symptom The client association data in the Group Client Association report

differs from the data shown in the Current Client Associations report.

Possible Cause The data for the Group Client Association report is collected

using performance attributes polling and the data shown in the Current Client Association report uses wireless client polling.

Whichever report has a higher polling frequency will contain the most up to date data. Select Devices > Discover > Inventory > Polling to view polling frequency.

Recommended Action None.

FAQ and Troubleshooting Guide for the CiscoWorks Wireless LAN Solution Engine

1-33

Reports FAQs and Troubleshooting

Symptom The access point data in the Historical Associations report is not

accurate.

Possible Cause The wireless client was associated with an access point

managed by the WLSE, but subsequently associated with an access point that was added to the network, but not yet managed by the WLSE.

Recommended Action Verify that the associated access points are in the

managed devices folder by selecting Devices > Discover > Managed Devices > Manage/Unmanage.

Symptom The Summary and/or Detailed report for access points is empty.

Possible Cause The SNMP user may not have the correct rights assigned.

Recommended Action

b. Make sure that the user corresponding to the SNMP community (which

c. If not, click on the user and assign all these rights.

Chapter 1 FAQs and Troubleshooting

Open a browser window to the access point, and select Setup > Security > User Information.

is set up in WLSE in Discovery > Device Credentials) has been granted rights for the following: Ident, firmware, admin, snmp, and write.

1-34

Symptom The group report for a user-defined group contains no data.

Possible Cause Reports cannot be displayed for a user-defined group that

contains another group.

Recommended Action Display individual reports for the sub-groups or devices

within the user-defined group.

FAQ and Troubleshooting Guide for the CiscoWorks Wireless LAN Solution Engine

Chapter 1 FAQs and Troubleshooting

Symptom After running a job, the updated data does not appear in a report.

Possible Cause A full polling cycle has not completed and the new data has

not been entered in the database.

Recommended Action Verify that the polling cycle has completed as follows:

a. Select Administration > Appliance > Status > View Log File.

b. Click jobvm.log.

c. Scroll through the log to find the message: “Finished Inventory” for your

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 Administration

> Appliance > Configure Mailroute.

Reports FAQs and Troubleshooting

particular job.

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

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

Recommended Action

Reset the WLSE time to Universal Coordinated 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.

b. Set the time in local browser time, select Administration > Appliance >

Time/NTP/Name.

FAQ and Troubleshooting Guide for the CiscoWorks Wireless LAN Solution Engine

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Chapter 1 FAQs and Troubleshooting

Radio Manager FAQs and Troubleshooting

Symptom No VLAN 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.

Radio Manager FAQs and Troubleshooting

• Radio Manager FAQs

• Radio Manager Troubleshooting

Radio Manager FAQs

Configuration

• For each AP to report radio information back to WLSE, does each AP need

to be configured as a WDS AP?

1-36

• If so, do I need a separate username and password for each? If not, how many

WDS APs would I need?

• Do I need a separate Infrastructure SSID for the APs that are configured as

WDS?Why don’t I see the building or floor node in the device tree in the Assisted Site Survey Wizard?

Assisted Site Survey Wizard

• Why don't I see the device that I am looking for in the Assisted Site Survey

device tree?

• When I select devices in the Assisted Site Survey Wizard, why are some

shown in red?

• When I’m using the Assisted Site Survey Wizard, why is the Next button

disabled after I complete step one?

• In the Assisted Site Survey Wizard, why is Use Old Radio Scan Data

disabled?

FAQ and Troubleshooting Guide for the CiscoWorks Wireless LAN Solution Engine

Chapter 1 FAQs and Troubleshooting

• In the Assisted Site Survey Wizard, what does None mean in the Last Scan

Time field?

• In the Assisted Site Survey Wizard, why is the Next button disabled on the

radio scan step?

• Why did my radio scan job fail in the Assisted Site Survey Wizard?

• When I’m using the Assisted Site Survey Wizard, the radio scan progress

advances very slowly. How long does it radio scan normally take?

• Can I skip client walkabout in the Assisted Site Survey Wizard even though

the number of data shown is zero?

• In the client walkabout step in the Assisted Site Survey Wizard, what is the

Recall button for?

• What is the difference between the Number of Location Data and Number of

New Location Data fields?

• In the Constraints and Goals step in the Assisted Site Survey Wizard, how do

I select multiple channels in the channel list?

• How long should the Constraints and Goals calculation step take in the

Assisted Site Survey Wizard?

Radio Manager FAQs and Troubleshooting

• Where can I see the result of the Constraints and Goals calculation in the

Assisted Site Survey Wizard?

• If I don't like result of the Constraints and Goals calculation in the Assisted

Site Survey Wizard, what can I do?

• When I apply the configuration in the Assisted Site Survey Wizard, where do

I see the results?

• In the last step of the Assisted Site Survey Wizard, why is the Next button

disabled?

Miscellaneous

• Can I give a radio management job a name that is used for a firmware or

configuration management job?

Configuration

For each AP to report radio information back to WLSE, does each AP need to be configured as a WDS AP?

FAQ and Troubleshooting Guide for the CiscoWorks Wireless LAN Solution Engine

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Radio Manager FAQs and Troubleshooting

No, each AP does not need to be enabled as a WDS AP. Rather, each AP participating in the Radio Monitoring should have a subset of the WDS configuration which includes only the WLCCP username and password.

If so, do I need a separate username and password for each? If not, how many WDS APs would I need?

No, you do not need a separate username and password for each. Each WDS AP (either 1100 or 1200) supports up to 30 APs.

Do I need a separate Infrastructure SSID for the APs that are configured as WDS?

No, the infrastructure SSID configuration does not need to be altered.

Assisted Site Survey Wizard

Why don’t I see the building or floor node in the device tree in the Assisted Site Survey Wizard?

Expand the building node to see all floors that belong to the building. If you expand the building node and the floors still do not appear, close the Wizard and make sure the building and floor exist in the Location Manager navigation tree. If the building or floor does not exist in the Location Manager navigation tree, you first need to create them and then restart the Assisted Site Survey Wizard. See the topic Adding Building Information in the online help or the User Guide for the CiscoWorks Wireless LAN Solution Engine, 2.5.

Chapter 1 FAQs and Troubleshooting

1-38

Why don't I see the device that I am looking for in the Assisted Site Survey device tree?

Expand the building and floor nodes to see all devices that belong to a building or floor. If the device still does not appear, close the Assisted Site Survey Wizard and make sure the device appears in the Location Manager navigation tree. If the device does not appear in the Location Manager navigation tree, select Tools > Find Device to locate it. If you find the device, move it to the desired location. See the topic Adding Devices to the Floor Map in the online help or the User Guide for the CiscoWorks Wireless LAN Solution Engine, 2.5. If the device does not appear in Location Manager, it might not have been discovered by the system. See the topic Managing

FAQ and Troubleshooting Guide for the CiscoWorks Wireless LAN Solution Engine

Chapter 1 FAQs and Troubleshooting

Device Discovery in the online help or the User Guide for the CiscoWorks Wireless LAN Solution Engine, 2.5. After adding the device and specifying its

location, restart the Assisted Site Survey Wizard.

When I select devices in the Assisted Site Survey Wizard, why are some shown in red?

The devices might be red if:

–

When I’m using the Assisted Site Survey Wizard, why is the Next button disabled after I complete step one?

You have not selected any acceptable devices that are required for the next step. If any of the selected devices are shown in red, you need to deselect them before you can go to the next step.

Radio Manager FAQs and Troubleshooting

The devices are not in the Managed state. Select Devices > Discover > Manage/Unmanage to verify that the devices are Managed.

The devices are not in infrastructure mode. Go to the AP configuration for the individual device and verify that it is in “Infrastructure Mode” with the proper WDS assigned.

In the Assisted Site Survey Wizard, why is Use Old Radio Scan Data disabled?

You might not have previously run radio scan for the selected devices. You must start a new radio scan.

In the Assisted Site Survey Wizard, what does None mean in the Last Scan Time field?

The selected device was not included in a previous radio scan.

In the Assisted Site Survey Wizard, why is the Next button disabled on the radio scan step?

You need to run radio scan by clicking Start. When the radio scan is complete, you will be able to click Next.

Why did my radio scan job fail in the Assisted Site Survey Wizard?

Look at the log window to find out exact failure cause. If radio scan failed:

FAQ and Troubleshooting Guide for the CiscoWorks Wireless LAN Solution Engine

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Radio Manager FAQs and Troubleshooting

–

Make sure the devices have the correct setup for WDS. Also verify that WDS is authenticated to WLSE and that WDS has an IP address pointing to WLSE.

–

Make sure the devices have the correct SNMP read/write community strings that match the WLSE setting.

When I’m using the Assisted Site Survey Wizard, the radio scan progress advances very slowly. How long does it radio scan normally take?

Radio scan normally takes about 5 to 10 minutes to complete. If you suspect the program has stalled, check its status by selecting Radio Manager > AP Radio Scan and viewing the progress of the job.

Can I skip client walkabout in the Assisted Site Survey Wizard even though the number of data shown is zero?

Yes, you can skip client walkabout. However, performing a client walkabout will generate better parameters for your wireless network.

In the client walkabout step in the Assisted Site Survey Wizard, what is the Recall button for?

You can click Recall to display a list of the last five client MAC addresses that were used for the previous client walkabout. To retrieve a previously used MAC address, click Recall and select a MAC address from the list.

Chapter 1 FAQs and Troubleshooting

1-40

What is the difference between the Number of Location Data and Number of New Location Data fields?

Number of Location Data is the total number of data found by client walkabout for the current session plus any previous sessions. Number of New Location Data is the total number of data found by client walkabout for the current session only. The numbers in these two fields can increase at the same time during a client walkabout.

In the Constraints and Goals step in the Assisted Site Survey Wizard, how do I select multiple channels in the channel list?

For Windows users, control-click on the channels to add them to the selection. The selected channels are highlighted.

FAQ and Troubleshooting Guide for the CiscoWorks Wireless LAN Solution Engine

Chapter 1 FAQs and Troubleshooting

How long should the Constraints and Goals calculation step take in the Assisted Site Survey Wizard?

It varies depending on the amount of radio scan and client walkabout data. The more data you have, the longer it will take to calculate.

Where can I see the result of the Constraints and Goals calculation in the Assisted Site Survey Wizard?

If the calculation was successful, you can click Next to view the result.

If I don't like result of the Constraints and Goals calculation in the Assisted Site Survey Wizard, what can I do?

Go back and specify different constraints and goals, and then recalculate the constraints and goals.

When I apply the configuration in the Assisted Site Survey Wizard, where do I see the results?

Check Location Manager to view the configuration changes. You might need to refresh the Location Manager window by selecting View > Refresh Data. In rare cases, the wizard might have failed to apply the configuration. In that case, check your SNMP settings, particularly the WRITE community string, for the devices.

Radio Manager FAQs and Troubleshooting

In the last step of the Assisted Site Survey Wizard, why is the Next button disabled?

This is the last step in Assisted Site Survey Wizard. You can close the Wizard unless you want to repeat any previous steps.

Miscellaneous

Can I give a radio management job a name that is used for a firmware or configuration management job?

No. Job names cannot be duplicated.

FAQ and Troubleshooting Guide for the CiscoWorks Wireless LAN Solution Engine

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Radio Manager FAQs and Troubleshooting

Radio Manager Troubleshooting

• WDS has been set up on the AP and WLSE, but WDS isn't authenticating with

WLSE.

• My clients are not being authenticated through WDS.

• After completing the Assisted Site Survey, Location Manager did not update

to include the applied configurations.

Symptom WDS has been set up on the AP and WLSE, but WDS isn't

authenticating with WLSE.

The “Not Authenticated” you see in response to the "show wlccp wnm status” command means that the WDS component has not authenticated the WLSE. There are two possible causes:

Possible Cause The device credentials in the WLSE are not correct. The user

name and password should match the user names and passwords entered on the WDS AP and the AAA server.

Chapter 1 FAQs and Troubleshooting

1-42

Recommended Action To correct the credentials:

1. Select Devices > Discover > Device Credentials > WLCCP

Credentials.

2. Change the Radius User Name and Radius Password fields to match

the user names and passwords entered on the WDS AP and the AAA server.

Possible Cause The WDS AP has not been managed in the WLSE.

Recommended Action To manage the WDS AP:

1. Select Devices > Discover > Managed/Unmanaged.

2. Look in the New folder for your WDS AP.

3. Select it, then select Manage. The process will take 1-2 minutes.

After the WLSE is authenticated by the WDS, the WDS reports its member APs to the WLSE, so they are “discovered” by the WLSE. After these member APs have been discovered, you will need to manage them as well.

FAQ and Troubleshooting Guide for the CiscoWorks Wireless LAN Solution Engine

Chapter 1 FAQs and Troubleshooting

Symptom My clients are not being authenticated through WDS.

Possible Cause You have not created a server group on the WDS APs for

client authentication.

Recommended Action To create a server group on the WDS APs for client

authentication, you can use the AP CLI, the AP web interface, or the WLSE configuration templates. For more information, see the device setup information in the online help or the User Guide for the CiscoWorks Wireless LAN Solution Engine, Release 2.7.

Symptom After completing the Assisted Site Survey, Location Manager did not

update to include the applied configurations.

Possible Cause You did not refresh the Location Manager window.

Recommended Action In the Location Manager window, select View > Refresh

Data.

Administration FAQs and Troubleshooting

• Administration FAQs, page 1-43

• Administration Troubleshooting, page 1-44

Administration FAQs

How can I verify the status of the database?

You can verify that the WLSE database is running by using the show process CLI command. If the command output includes the db2sync process, the database is running.

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Administration FAQs and Troubleshooting

Administration Troubleshooting

This section contains the following troubleshooting information:

• Users cannot log in after failure of the alternative authentication source.

• Some users are not listed under User Admin > Manage Users.

• When using Internet Explorer 6.0 to install a new image on a WLSE from a

repository located on a Windows XP machine, the progress bar does not appear in the Install Software Updates window. This problem also occurs when you use Internet Explorer 6.0 and a Windows XP system as a client to install a new image on a WLSE.

• Cannot back up the WLSE configuration to a Windows 2000 or Windows XP

Server.

• Cannot log in with a username and password created in the CLI.

Symptom Users cannot log in after failure of the alternative authentication source.

Possible Cause The WLSE falls back to the Local authentication module.

Chapter 1 FAQs and Troubleshooting

1-44

Recommended Action

–

Users can log in using their local passwords.

–

The system administrator can log in using the admin log in.

–

All users with CLI access can log in using the CLI.

–

If you still cannot log in, follow the procedure on recovering from the loss of all admin passwords in the User Guide for the CiscoWorks Wireless LAN Solution Engine, Release 2.5.

Symptom Some users are not listed under User Admin > Manage Users.

Possible Cause Only the creator of a user can view that user’s name in the list.

The admin user, however, can view all users.

Recommended Action None.

FAQ and Troubleshooting Guide for the CiscoWorks Wireless LAN Solution Engine

Chapter 1 FAQs and Troubleshooting

Symptom When using Internet Explorer 6.0 to install a new image on a WLSE

from a repository located on a Windows XP machine, the progress bar does not appear in the Install Software Updates window. This problem also occurs when you use Internet Explorer 6.0 and a Windows XP system as a client to install a new image on a WLSE.

Possible Cause The Internet Explorer 6.0 browser on Windows XP does not

come with the Java plug-in installed.

Recommended Action Before using a Windows XP machine as a remote

repository to update WLSE software, perform the following on the

repository:

a. Install the JRE version 1.3.1_08 or later browser plug-in.

b. In the browser, select Tools > Internet Options > Privacy. Lower the slider

Before using a Windows XP machine as a client to update WLSE software, install the JRE 1.3.1_08 or later browser plug-in on the client machine.

You can download the plug-in from third-party sources such as Sun Microsystems or IBM.

Administration FAQs and Troubleshooting

all the way down to achieve the Accept All Cookies setting.

Symptom Cannot log in with a username and password created in the CLI.

Possible Cause The password is too long.

Recommended Action Reset the password by using the CLI username

command, or log in by using the first 8 characters of the password. Passwords should be from 5 to 8 characters long.

Symptom Cannot back up the WLSE configuration to a Windows 2000 or

Windows XP Server.

Possible Cause The backup directory is not writable.

Recommended Action Set the directory to UNIX mode and make it

write-enabled. For more information, see the backup and restore instructions in the online help or the User Guide for the CiscoWorks Wireless LAN Solution Engine, Release 2.5.

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Administration FAQs and Troubleshooting

Chapter 1 FAQs and Troubleshooting

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FAQ and Troubleshooting Guide for the CiscoWorks Wireless LAN Solution Engine

CHAPTER

Fault Descriptions

This section provides the following information on the faults displayed in Faults > Display Faults. The following information is provided:

• Fault—The fault as it appears in the Display Faults table.

• Explanation—An explanation as to why the fault occurred.

• Related Setting—The threshold or policy you assigned to devices under

Faults > Manage Fault Settings, when applicable.

• Recommended Action—An action that can be taken to clear the displayed

fault.

Fault tables are provided for each device type:

• Access Point Faults, page 2-2

• WLSE Fault, page 2-20

• AAA Server Faults, page 2-20

• Switch Faults, page 2-25

• Router Fault, page 2-28

FAQ and Troubleshooting Guide for the CiscoWorks Wireless LAN Solution Engine

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Chapter 2 Fault Descriptions

Access Point Faults

Table 2-1 Access Point Faults

Fault Description Type Explanation Related Setting Recommended Action

AP is in a Degraded state number associated clients

AP is in an Overloaded state number associated clients

Non-IOS and IOS

The fault threshold set for the degraded state has been exceeded.

When this fault is cleared, the following message displays: AP is in OK state.

The fault threshold set for the overloaded state has been exceeded.

When this fault is cleared, the following message displays: AP is in OK state.

Manage Fault Settings > Thresholds > Access Point > Associated Clients

Verify that the fault threshold is set correctly.

If the threshold is set correctly, review your network to determine the action necessary to clear the fault condition.

Verify that the fault threshold is set correctly.

If the threshold is set correctly, review your network to determine the action necessary to clear the fault condition.

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FAQ and Troubleshooting Guide for the CiscoWorks Wireless LAN Solution Engine

Chapter 2 Fault Descriptions

Access Point Faults

Table 2-1 Access Point Faults (continued)

Fault Description Type Explanation Related Setting Recommended Action

AP is not registered with any WDS

Broadcast Key Rotation is disabled

Broadcast SSID is disabled

IOS The managed IOS

access point is not registered with any WDS.

For Radio Manager functionality to work, all IOS access points must register with a WDS. If an access point is not registered, it will be excluded from all the Radio Manager procedures, which will provide incorrect results.

Non-IOS and IOS

The broadcast key rotation has been disabled.

When this fault is cleared, the following message displays: Broadcast Key Rotation is enabled.

Non-IOS and IOS

Broadcast SSID has been disabled.

When this fault is cleared, the following message displays: Broadcast SSID is enabled

Manage Fault Settings > Access Point > Thresholds > Registration Error

Manage Fault Settings > Security Policies > Key Rotation per VLAN

Manage Fault Settings > Security Policies > Broadcast SSID Disabled

Verify that the WLCCP credentials for wireless domain services (WDS) are configured correctly.

For more information, see the managing devices information in the online help or the User Guide for

the CiscoWorks Wireless LAN Solution Engine, Release 2.5.

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Chapter 2 Fault Descriptions

Access Point Faults

Table 2-1 Access Point Faults (continued)

Fault Description Type Explanation Related Setting Recommended Action

Client association rate is Degraded number per minute

Client association rate is Overloaded number per minute

Client authentication error rate is Degraded number per minute

Non-IOS and IOS

The fault threshold set for the degraded state has been exceeded.

When this fault is cleared, the following message displays: Client association rate is OK.

The fault threshold set for the overloaded state has been exceeded.

When this fault is cleared, the following message displays: Client association rate is OK.

The fault threshold set for the degraded state has been exceeded.

When this fault is cleared, the following message displays: Client association error rate is OK.

Manage Fault Settings > Thresholds > Access Point > Association Rate

Manage Fault Settings > Thresholds > Access Point > Authentication Error Rate

Verify that the fault threshold is set correctly.

If the threshold is set correctly, review your network to determine the action necessary to clear the fault condition.

Verify that the fault threshold is set correctly.

If the threshold is set correctly, review your network to determine the action necessary to clear the fault condition.

Verify that the fault threshold is set correctly.

If the threshold is set correctly, review your network to determine the action necessary to clear the fault condition.

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Chapter 2 Fault Descriptions

Access Point Faults

Table 2-1 Access Point Faults (continued)

Fault Description Type Explanation Related Setting Recommended Action

Client authentication error rate is Overloaded number per minute

Device state is rogue access point

Device was not reachable via SNMP

Non-IOS and IOS

The fault threshold set for the overloaded state has been exceeded.

When this fault is cleared, the following message displays: Client association error rate is OK.

IOS The WLSE

detected a rogue access point. (This is an access point that is not being managed and is unknown to the WLSE.)

Non-IOS and IOS

The SNMP Agent could be down.

When this fault is cleared, the following message displays: Device was reachable via SNMP.

The SNMP community string in the access point has been changed, and then a discovery job is run.

Manage Fault Settings > Thresholds > Access Point > Authentication Error Rate

Manage Network-Wide Settings > Rogue AP Detection

Manage Fault Settings > Thresholds > Access Point > SNMP Reachable

Not applicable. Change the SNMP

Verify that the fault threshold is set correctly.

If the threshold is set correctly, review your network to determine the action necessary to clear the fault condition.

Use Location Manager (select Radio Manager > Location Manager) to locate the rogue access point.

Make sure SNMP is enabled on the device and that the agent is not down.

Take a MIB walk of the device to make sure sysup time is returning 0, which indicates Device is reachable.

community string on the WLSE to match the new community string on the access point, then run discovery again.

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Chapter 2 Fault Descriptions

Access Point Faults

Table 2-1 Access Point Faults (continued)

Fault Description Type Explanation Related Setting Recommended Action

Duplicate IP is found Non-IOS

and IOS

EAP is disabled Non-IOS

and IOS

WLSE discovery detects a second device with the same IP address in the network.

When this fault is cleared, the following message displays: Duplicate IP is valid.

When changing the MAC address of the FastEthernet interface to the MAC address of a radio interface, the WLSE might detect the access point as a duplicate device. This is because during discovery, the uniqueness of the device is based on its FastEthernet MAC address.

The EAP has been disabled.

When this fault is cleared, the following message displays: EAP is enabled

There is no setting associated with this fault.

Manage Fault Settings > Security Policies > EAP Enforced

Do one of the following:

• Assign a new IP

address to the device.

• If you have

substituted a device for the device with the same IP, and want to continue to use that IP, then delete the original device, and run discovery again.

Delete the device, and run discovery again.

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Chapter 2 Fault Descriptions

Access Point Faults

Table 2-1 Access Point Faults (continued)

Fault Description Type Explanation Related Setting Recommended Action

EAP per SSID is disabled

Ethernet bandwidth utilization is Degraded (utilization %)

Ethernet bandwidth utilization is Overloaded (utilization %)

Non-IOS and IOS

EAP per SSID has been disabled on the access point.

When this fault is cleared, the following message displays: EAP per SSID is enabled

The fault threshold set for the degraded state has been exceeded.

When this fault is cleared, the following message displays: Ethernet bandwidth utilization is OK.

The fault threshold set for the overloaded state has been exceeded.

When this fault is cleared, the following message displays: Ethernet bandwidth utilization is OK.

Manage Fault Settings > Security Policies > EAP Per SSID Enforced

Manage Fault Settings > Thresholds > Access Point > Ethernet Port Utilization

Verify that the fault threshold is set correctly.

If the threshold is set correctly, review your network to determine the action necessary to clear the fault condition.

Verify that the fault threshold is set correctly.

If the threshold is set correctly, review your network to determine the action necessary to clear the fault condition.

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Chapter 2 Fault Descriptions

Access Point Faults

Table 2-1 Access Point Faults (continued)

Fault Description Type Explanation Related Setting Recommended Action

Firmware version policy violation (version number)

Non-IOS and IOS

The wrong version number for policy checking has been entered.

When this fault is cleared, the following message displays: Firmware version is valid.

The access point is running an unauthorized firmware version.

Manage Fault Settings > Security Policies > Firmware Ve rs i on

Make sure that the firmware version that is entered in the policy setting matches the firmware version on the access point.

Make sure that you have entered authorized versions in the policy setting.

When this fault is cleared, the following message displays: Firmware version is valid.

Update the firmware on the access point to an authorized version.

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FAQ and Troubleshooting Guide for the CiscoWorks Wireless LAN Solution Engine

Chapter 2 Fault Descriptions

Access Point Faults

Table 2-1 Access Point Faults (continued)

Fault Description Type Explanation Related Setting Recommended Action

HotStandBy is active Non-IOS

and IOS

The access point that is configured for hot standby has become active.

The following conditions could cause the hot standby access point to become active: the primary access point is down, the Ethernet port is down, or the Radio port is down.

When this fault is cleared, the following message displays: HotStandBy is disabled.

Manage Fault Settings > Security Policies > HotStandBy Status

For non-IOS access points:

1. Check the primary

access point, the Ethernet port, or the Radio port to see why the hot standby access point has been activated.

2. Correct the condition.

For example, if the Radio Port on the formerly active access point was in a disabled state, then enable it using the access point GUI.

3. Launch the GUI for

access point that is currently in Active Takeover mode.

4. Select the Hot Standby

section and click Start Hot Standby mode to reconfigure the access point to Hot Standby mode.

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Chapter 2 Fault Descriptions

Access Point Faults

Table 2-1 Access Point Faults (continued)

Fault Description Type Explanation Related Setting Recommended Action

For IOS access points:

1. Check the primary

access point, the Ethernet port, or the Radio port to see why the hot standby access point has been activated.

2. Correct the condition.

For example, if the Radio Port on the formerly active access point was in a disabled state, then enable it using the access point GUI.

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FAQ and Troubleshooting Guide for the CiscoWorks Wireless LAN Solution Engine

3. Launch the GUI for

access point that is currently in Active Takeover mode.

4. Select Hot Standby,

click Disabled , then click Apply.

5. Click Enabled, then

enter the Radio MAC address of Monitored Radio Port, leave the Polling interval and Timeout for Each Polling fields blank,.

6. Click Apply to

reconfigure the access point to Hot Standby mode.

Chapter 2 Fault Descriptions

Access Point Faults

Table 2-1 Access Point Faults (continued)

Fault Description Type Explanation Related Setting Recommended Action

HTTP access is enabled

HTTP access without login is enabled

Non 802.11 interference detected

Packet Error is in Degraded state (error

rate %)

Non-IOS HTTP has been

enabled on the access point.

When this fault is cleared, the following message displays: HTTP access is disabled.

Non-IOS The

allowBrowseWitho utLogin setting on the access point is set.

When this fault is cleared, the following message displays: HTTP access without login is disabled.

IOS The WLSE

detected a non-802.11 interference.

Non-IOS and IOS

The fault threshold set for the degraded state has been exceeded.

When this fault is cleared, the following message displays: Packet Error is in OK state.

Manage Fault Settings > Security Policies > HTTP Disabled

Manage Fault Settings > Security Policies > HTTP Authentication

Manage Network-Wide Settings > Interference Detection

Manage Fault Settings > Thresholds > Access Point > RF Port Packet Errors

Use AP Radio Scan (select Radio Manager > AP Radio Scan) to locate the rogue access point.

Verify that the fault threshold is set correctly.

If the threshold is set correctly, review your network to determine the action necessary to clear the fault condition.

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Chapter 2 Fault Descriptions

Access Point Faults

Table 2-1 Access Point Faults (continued)

Fault Description Type Explanation Related Setting Recommended Action

Packet Error is in is in Overloaded state

Non-IOS and IOS

(error rate %)

Port is administratively set

Non-IOS and IOS

to down

Port is down Non-IOS

and IOS

The fault threshold set for the overloaded state has been exceeded.

When this fault is cleared, the following message displays: Packet Error is in OK state.

The port has been set to Down by the administrator.

When this fault is cleared, the following message displays: Port is up

The port is operationally down.

When this fault is cleared, the following message displays: Port is up

Manage Fault Settings > Thresholds > Access Point > RF Port Packet Errors

This fault is not generated based on a threshold or policy violation.

Verify that the fault threshold is set correctly.

If the threshold is set correctly, review your network to determine the action necessary to clear the fault condition.

There is no action necessary; the port has been deliberately shut down.

Check the device to determine why the port is down.

If you have added or removed an interface from an access point, the WLSE might generate an erronous fault. S ee What

are the results of adding or removing an interface from an access point?, page 1-14.

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Chapter 2 Fault Descriptions

Access Point Faults

Table 2-1 Access Point Faults (continued)

Fault Description Type Explanation Related Setting Recommended Action

PSPF is disabled Non-IOS The PSPF port has

been disabled.

PSPF (Publicly Secure Packet Forwarding) is a feature that prevents client devices associated to a bridge or access point from inadvertently sharing files with other client devices on the wireless network.

When the fault is cleared, the following message displays: The PSPF is enabled.

Retry Count rate is Degraded number per minute

Non-IOS and IOS

The fault threshold set for the degraded state has been exceeded.

When the fault is cleared, the following message displays: Retry Count rate is OK

Manage Fault Settings > Security Policies > PSPF Enabled

Manage Fault Settings > Thresholds > Access Point > Max Retry Counts

Verify that the fault threshold is set correctly.

If the threshold is set correctly, review your network to determine the action necessary to clear the fault condition.

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Chapter 2 Fault Descriptions

Access Point Faults

Table 2-1 Access Point Faults (continued)

Fault Description Type Explanation Related Setting Recommended Action

Retry Count rate is Overloaded number per minute

RF bandwidth utilization is Degraded (utilization %)

RF bandwidth utilization is Overloaded (utilization %)

Non-IOS and IOS

The fault threshold set for the overloaded state has been exceeded.

When the fault is cleared, the following message displays: Retry Count rate is OK

The fault threshold set for the degraded state has been exceeded.

When the fault is cleared, the following message displays: RF bandwidth utilization is OK

The fault threshold set for the overloaded state has been exceeded.

When the fault is cleared, the following message displays: RF bandwidth utilization is OK

Manage Fault Settings > Thresholds > Access Point > Max Retry Counts

Manage Fault Settings > Thresholds > Access Point > RF Port Utilization

Verify that the fault threshold is set correctly.

If the threshold is set correctly, review your network to determine the action necessary to clear the fault condition.

Verify that the fault threshold is set correctly.

If the threshold is set correctly, review your network to determine the action necessary to clear the fault condition.

Verify that the fault threshold is set correctly.

If the threshold is set correctly, review your network to determine the action necessary to clear the fault condition.

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Chapter 2 Fault Descriptions

Access Point Faults

Table 2-1 Access Point Faults (continued)

Fault Description Type Explanation Related Setting Recommended Action

SNMP query received authorization error response

Non-IOS The access point's

user community strings do not have Admin, Ident, Firmware, SNMP privileges. The WLSE might not be able to access some SNMP information from the access point that requires these privileges.

When the fault is cleared, the following message displays: Device was reachable via SNMP.

Manage Fault Settings > Thresholds > Access Point > SNMP Reachable

Make sure the SNMP community string set on the WLSE (Devices > Discover > Device Credentials > SNMP Communities) is the same as the string set on the access point (Setup > Security > User Information).

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Chapter 2 Fault Descriptions

Access Point Faults

Table 2-1 Access Point Faults (continued)

Fault Description Type Explanation Related Setting Recommended Action

SSID policy violation

SSID assigned to the access point

Non-IOS and IOS

The SSID entered in the WLSE is different from the SSID assigned to the access point.

When the fault is cleared, the following message displays: SSID is valid.

The access point is configured with an unauthorized SSID.

IOS The SSID policy for

an IOS access point is enabled, but the “guest mode” is disabled. This causes the access point to send an SSID made up of all zeros and equivalent to the length of the first configured SSID.

Manage Fault Settings > Security Policies > SSID

If you configured different SSIDs among managed access points, you need to enter all of the SSIDs, or this fault will be generated for access points whose SSIDs are not listed.

Make sure that you have entered authorized SSIDs in the SSID policy.

Change the SSID on the access point to an authorized SSID.

Enable the access point’s guest mode.

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Chapter 2 Fault Descriptions

Access Point Faults

Table 2-1 Access Point Faults (continued)

Fault Description Type Explanation Related Setting Recommended Action

Telnet access is enabled

User capabilities are not enforced

Vlan WEP key length policy violation

Non-IOS Telnet has been

enabled on the access point.

When this fault has been cleared, the following message displays: Telnet access is disabled

Non-IOS The enableU serMgr

setting is not set on the access point.

When this fault has been cleared, the following message displays: User capabilities are enforced.

Non-IOS and IOS

The WEP key length per VLAN setting has been violated.

When this fault has been cleared, the following message displays: Vlan WEP key length is ok.

Manage Fault Settings > Security Policies > Telne t Disabled

Manage Fault Settings > Security Policies > User Manager Enforced

Manage Fault Settings > Security Policies > WEP Encryption per Vlan

Make sure the WEP key length selected in the policy setting matches the access point settings.

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Chapter 2 Fault Descriptions

Access Point Faults

Table 2-1 Access Point Faults (continued)

Fault Description Type Explanation Related Setting Recommended Action

WDS appears down. IOS The WLSE failed to

receive “keep active” messages from the WDS. This happens when the WDS is down or when the network is down.

WEP Error is in Degraded state (error

rate %)

Non-IOS and IOS

The fault threshold set for the degraded state has been exceeded.

When this fault has been cleared, the following message displays: WEP Error is in OK state

WEP Error is in Overloaded state (error rate %)

Non-IOS and IOS

The fault threshold set for the overloaded state has been exceeded.

When this fault has been cleared, the following message displays: WEP Error is in OK state

WEP is disabled Non-IOS

and IOS

WEP has been disabled.

When this fault has been cleared, the following message displays: WEP is enabled.

Manage Fault Settings > Thresholds > WDS > WLSE-WDS Link Status

Manage Fault Settings > Thresholds > Access Point > RF Port WEP Errors

Manage Fault Settings > Security Policies > WEP Enforced

Check the network connectivity, the WDS status, and the WLSE and WDS credentials.

Verify that the fault threshold is set correctly.

If the threshold is set correctly, review your network to determine the action necessary to clear the fault condition.

Verify that the fault threshold is set correctly.

If the threshold is set correctly, review your network to determine the action necessary to clear the fault condition.

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FAQ and Troubleshooting Guide for the CiscoWorks Wireless LAN Solution Engine

Chapter 2 Fault Descriptions

Access Point Faults

Table 2-1 Access Point Faults (continued)

Fault Description Type Explanation Related Setting Recommended Action

WEP key length policy violation

WNM failed to authenticate with WDS.

Non-IOS and IOS

The WEP key length setting has been violated.

When this fault has been cleared, the following message displays: WEP key length is OK.

IOS Authentication

required to open a WLCCP channel between the WLSE and the WDS failed.

Manage Fault Settings > Security Policies > WEP Key Length

Manage Fault Settings > Thresholds > WDS > Authentication Failures

Check the WEP key settings on the access point to make sure they match the WLSE settings.

Verify that the WLSE credentials used to authenticate with the WDS are correct.

For more information, see the managing devices information in the online help or the User Guide for

the CiscoWorks Wireless LAN Solution Engine, Release 2.5.

FAQ and Troubleshooting Guide for the CiscoWorks Wireless LAN Solution Engine

2-19

Chapter 2 Fault Descriptions

WLSE Fault

Table 2-2 WLSE Fault

Fault Description Explanation Related Setting Recommended Action

Dot11mib view is not enabled on some Access Points. Please consult online help for details

The device is not configured with the iso (dot11 mib) view, and cannot be managed effectively by the WLSE.

This can cause some WLSE report information to be missing and some WLSE faults may not be generated.

When this fault has been cleared, the following message displays: No Dot11mib view misconfigurations detected.

Manage Fault Settings > Thresholds > WLSE > Dot11mib view enabled

Configure the devices and the WLSE as described in

Devices are placed in Misconfigured Devices group after discovery and dot11mib fault is displayed., page 1-16.

AAA Server Faults

Ta b l e 2 - 3 S e r ve r F a ul t s

Server

Fault Description

Authentication failed. Please check EAP-MD5, LEAP, PEAP, or RADIUS credentials

2-20

Type Explanation Related Setting Recommended Action

EAP-MD5 The server is

reachable but the credentials are incorrect.

When this fault has been cleared, the following message displays: Authentication succeeded

FAQ and Troubleshooting Guide for the CiscoWorks Wireless LAN Solution Engine

Manage Fault Settings > Thresholds > EAP-MD5 /LEAP/ PEAP/RADIUS> Response Time

Make sure that the credentials are set correctly by selecting Devices > Discover > AAA Server.

Chapter 2 Fault Descriptions

Table 2-3 Server Faults (continued)

Server

Fault Description

EAP-MD5 server is not available

Type Explanation Related Setting Recommended Action

EAP-MD5 The EAP-MD5 server

is not available.

When this fault has been cleared, the following message displays: EAP-MD5 server is available

EAP-MD5 server is Degraded

EAP-MD5 The fault threshold

set for the degraded state has been exceeded.

When this fault has been cleared, the following message displays: EAP-MD5 server is OK

EAP-MD5 server is Overloaded

EAP-MD5 The fault threshold

set for the overloaded state has been exceeded.

When this fault has been cleared, the following message displays: EAP-MD5 server is OK

Manage Fault Settings > Thresholds > Leap > Response Time

Manage Fault Settings > Thresholds > EAP-MD5 > Response Time

AAA Server Faults

Check the server configuration.

Verify that the fault threshold is set correctly.

If the threshold is set correctly, review your network to determine the action necessary to clear the fault condition.

Verify that the fault threshold is set correctly.

If the threshold is set correctly, review your network to determine the action necessary to clear the fault condition.

FAQ and Troubleshooting Guide for the CiscoWorks Wireless LAN Solution Engine

2-21

AAA Server Faults

Table 2-3 Server Faults (continued)

Server

Fault Description

LEAP server is not available

Type Explanation Related Setting Recommended Action

LEAP The LEAP server is

not available.

This can be caused if you have enabled this policy and you are using a non-Cisco client with EAP.

When this fault has been cleared, the following message displays: LEAP server is available

LEAP server is Degraded

LEAP The fault threshold

set for the degraded state has been exceeded.

When this fault has been cleared, the following message displays: LEAP server is OK.

LEAP server is Overloaded

LEAP The fault threshold

set for the overloaded state has been exceeded.

When this fault has been cleared, the following message displays: LEAP server is OK.

Manage Fault Settings > Thresholds > Leap > Response Time

Chapter 2 Fault Descriptions

Check the server configuration.

Verify that the fault threshold is set correctly.

If the threshold is set correctly, review your network to determine the action necessary to clear the fault condition.

Verify that the fault threshold is set correctly.

If the threshold is set correctly, review your network to determine the action necessary to clear the fault condition.

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FAQ and Troubleshooting Guide for the CiscoWorks Wireless LAN Solution Engine

Chapter 2 Fault Descriptions

Table 2-3 Server Faults (continued)

Server

Fault Description

PEAP server is not available

Type Explanation Related Setting Recommended Action

PEAP The PEAP server is

not available.

When this fault has been cleared, the following message displays: PEAP server is available

PEAP server is Degraded

PEAP The fault threshold

set for the degraded state has been exceeded.

When this fault has been cleared, the following message displays: PEAP server is OK.

PEAP server is Overloaded

PEAP The fault threshold

set for the overloaded state has been exceeded.

When this fault has been cleared, the following message displays: PEAP server is OK

Radius server is not available

PEAP The RADIUS server

is not available.

When this fault has been cleared, the following message displays: Radius server is available

Manage Fault Settings > Thresholds > Peap > Response Time

Manage Fault Settings > Thresholds > Radius > Response Time

AAA Server Faults

Check the server configuration.

Verify that the fault threshold is set correctly.

If the threshold is set correctly, review your network to determine the action necessary to clear the fault condition.

Verify that the fault threshold is set correctly.

If the threshold is set correctly, review your network to determine the action necessary to clear the fault condition.

Check your server configuration.

FAQ and Troubleshooting Guide for the CiscoWorks Wireless LAN Solution Engine

2-23

AAA Server Faults

Table 2-3 Server Faults (continued)

Server

Fault Description

Radius server is Degraded

Type Explanation Related Setting Recommended Action

PEAP The fault threshold

set for the degraded state has been exceeded.

When this fault has been cleared, the following message displays: Radius server is OK.

Radius server is Overloaded

PEAP The fault threshold

set for the overloaded state has been exceeded.

When this fault has been cleared, the following message displays: Radius server is OK.

Manage Fault Settings > Thresholds > Radius > Response Time

Chapter 2 Fault Descriptions

Verify that the fault threshold is set correctly.

If the threshold is set correctly, review your network to determine the action necessary to clear the fault condition.

Verify that the fault threshold is set correctly.

If the threshold is set correctly, review your network to determine the action necessary to clear the fault condition.

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FAQ and Troubleshooting Guide for the CiscoWorks Wireless LAN Solution Engine

Chapter 2 Fault Descriptions

Switch Faults

Table 2-4 Switch Faults

Fault Description Explanation Related Setting Recommended Action

CPU utilization is Degraded (utilization %)

CPU utilization is Overloaded (utilization %)

Device was not reachable via SNMP

Module is down The module is down.

The fault threshold set for the degraded state has been exceeded.

When this fault has been cleared, the following message displays: CPU utilization is Ok.

The fault threshold set for the overloaded state has been exceeded.

When this fault has been cleared, the following message displays: CPU utilization is Ok.

The SNMP Agent on the switch is down.

When this fault has been cleared, the following message displays: Device was reachable via SNMP.

When this fault has been cleared, the following message displays: Module is up.

Manage Fault Settings > Thresholds > Switch > CPU Utilization

Manage Fault Settings > Thresholds > Switch > SNMP Reachable

Manage Fault Settings > Thresholds > Switch > Module Status

Verify that the fault threshold is set correctly.

If the threshold is set correctly, review your network to determine the action necessary to clear the fault condition.

Verify that the fault threshold is set correctly.

If the threshold is set correctly, review your network to determine the action necessary to clear the fault condition.

Make sure that the switch SNMP agent is active.

Check the module in the switch and correct the problem.

FAQ and Troubleshooting Guide for the CiscoWorks Wireless LAN Solution Engine

2-25

Chapter 2 Fault Descriptions

Switch Faults

Table 2-4 Switch Faults (continued)

Fault Description Explanation Related Setting Recommended Action

Port could not agree with other end on duplex mode

Switch memory utilization is Degraded (utilization %)

Switch memory utilization is Overloaded (utilization %)

The port could not agree with the far end on port duplex, and is in disagree(3) mode.

When this fault has been cleared, the following message displays: Port duplex state is OK.

The fault threshold set for the degraded state has been exceeded.

When this fault has been cleared, the following message displays: Switch memory utilization is Ok.

The fault threshold set for the overloaded state has been exceeded.

When this fault has been cleared, the following message displays: Switch memory utilization is Ok.

This fault is not generated based on a threshold or policy violation.

Manage Fault Settings > Thresholds > Switch > Memory Utilization

Make sure the duplex mode on both ends match.

Verify that the fault threshold is set correctly.

If the threshold is set correctly, review your network to determine the action necessary to clear the fault condition.

Verify that the fault threshold is set correctly.

If the threshold is set correctly, review your network to determine the action necessary to clear the fault condition.

2-26

FAQ and Troubleshooting Guide for the CiscoWorks Wireless LAN Solution Engine

Chapter 2 Fault Descriptions

Switch Faults

Table 2-4 Switch Faults (continued)

Fault Description Explanation Related Setting Recommended Action

Switch Port bandwidth utilization is Degraded (utilization %)

Switch Port bandwidth utilization is Overloaded (utilization %)

The fault threshold set for the degraded state has been exceeded.

When this fault has been cleared, the following message displays: Switch port bandwidth utilization is Ok.

The fault threshold set for the overloaded state has been exceeded.

When this fault has been cleared, the following message displays: Switch port bandwidth utilization is Ok.

Manage Fault Settings > Thresholds > Switch > Port Utilization

Verify that the fault threshold is set correctly.

If the threshold is set correctly, review your network to determine the action necessary to clear the fault condition.

Verify that the fault threshold is set correctly.

If the threshold is set correctly, review your network to determine the action necessary to clear the fault condition.

FAQ and Troubleshooting Guide for the CiscoWorks Wireless LAN Solution Engine

2-27

Chapter 2 Fault Descriptions

Router Fault

Table 2-5 Router Fault

Fault Description Explanation Related Setting Recommended Action

Device was not reachable via SNMP

The SNMP Agent on the switch is down.

When this fault has been cleared, the following message displays: Device was reachable via SNMP.

Manage Fault Settings > Thresholds > Router > SNMP Reachable

Make sure that the router SNMP agent is active.

2-28

FAQ and Troubleshooting Guide for the CiscoWorks Wireless LAN Solution Engine

INDEX

AAA server

fault descriptions

2-20

access point

accessing through WLSE,

troubleshooting

1-4

AP web page, accessing 1-4

fault descriptions 2-2

interface

adding, results of

1-14

removing, results of 1-14

reports, VLAN information in 1-36

Administration tab

FAQs

1-43

troubleshooting 1-44

backing up and restoring WLSE configuration

Windows 2000 or XP server

booting, WLSE 1-4, 1-9

browser

cannot connect to WLSE

IE, installing software updates 1-45

1-45

1-7

CDP

discovery without using

1-14

seed, invalid 1-14

client

inventory, troubleshooting

1-18

reports 1-33

configuration

auto-configuration

1-22

FAQs 1-19

IOS template job failures 1-23

job history, retention of 1-20

protocols used for jobs 1-20

startup template, changes to 1-22

Telnet/SSH credentials not valid 1-23

troubleshooting 1-22

updates, undoing 1-20

WEP key settings 1-20

credentials, Telnet/SSH 1-19

database

checking database status

1-43

FAQ and Troubleshooting Guide for the CiscoWorks Wireless LAN Solution Engine

IN-1

Index

date and time

incorrect

1-9

device credentials, Telnet/SSH 1-19

device name, updates to 1-14

Devices tab

FAQs

1-13

troubleshooting 1-15

discovery

devices discovered, but not displayed

Misconfigured Devices group 1-16

seed devices 1-14

SNMP Authorization Exception in discovery

log

1-18

time discrepancy in jobs 1-15

troubleshooting 1-15

without CDP 1-14

dot11 mib fault

description of

2-20

troubleshooting 1-16

FAQs

Administration

configuration 1-19

devices 1-13

faults 1-11

firmware 1-24

general 1-1

radio manager 1-36

1-43

1-15

reports 1-32

faults

AAA server fault descriptions

access point fault descriptions 2-2

acknowledging 1-12

clearing 1-12

descriptions of 2-1

email of 1-13

FAQs 1-11

MIB file 1-12

no display 1-12

router fault description 2-28

switch fault descriptions 2-25

troubleshooting 1-12

firmware

connectivity failure

1-30

cryptography permissions, message

1-30

about

email fails to arrive 1-27

FAQs 1-24

job logs 1-25

job not verified 1-28

number of devices in jobs 1-25

slow links 1-29

SNMP job fails 1-28

some devices not updated 1-27

Telnet/SSH credentials not valid 1-30

time discrepancy in jobs 1-26

troubleshooting 1-24

2-20

IN-2

FAQ and Troubleshooting Guide for the CiscoWorks Wireless LAN Solution Engine

Index

groups

Misconfigured Devices group

1-16

inventory

effects on traffic and performance

extra inventories 1-14

FAQs 1-14

length of time required 1-18

logging in

cannot log in

cannot log in as system administrator 1-5

failure of authentication source 1-44

password created in CLI 1-45

1-5

Misconfigured Devices system group

moving devices from

1-16

network

1-18

connection failure

1-6

passwords, loss of 1-5

performance

problems caused by frequent client

inventory

protocols

SSH, disabling

Telnet, enabling 1-2

used for configuration jobs 1-20

1-18

1-2

radio manager

Assisted Site Survey

client walkabout, skipping

configuration, not updated 1-43

configuration, results of 1-41

Constraints and Goals, calculations of 1-41

devices in red 1-39

device tree 1-38

job, failure of 1-39

Last Scan Time Field 1-39

Location Data fields 1-40

missing building or floor nodes 1-38

multiple channels, selecting 1-40

Next button disabled 1-39, 1-41

1-40

FAQ and Troubleshooting Guide for the CiscoWorks Wireless LAN Solution Engine

IN-3

Index

radio scan slow 1-40

Recall button 1-40

Use Old Radio Scan Data disabled 1-39

FAQs 1-36

inventories run by 1-14

troubleshooting 1-42

reports

blank fields in

1-33

client reports, 0 values in 1-33

FAQs 1-32

not real-time 1-32

troubleshooting 1-32

VLAN information missing 1-36

routers, fault message for 2-28

search, for devices

no results yielded

security

authentication (WLSE)

failure of authentication source

troubleshooting 1-44

seed

invalid

1-14

setup program

incorrect entry

network connection fails 1-6

software, on WLSE

1-4

1-44

updates

Internet Explorer, problems using

SSH

disabling

1-2

switches, fault descriptions 2-25

sysContact information, updates to 1-14

sysLocation information

updates to

1-14

Telnet

& not accepted in credentials

connecting to WLSE 1-10

enabling 1-2

time

incorrect

1-9

traps

definition file

1-12

not forwarded 1-12

type of 1-12

troubleshooting

administration

1-44

configuration 1-22

devices 1-15

faults 1-12

firmware 1-26

radio manager 1-42

reports 1-32

1-19

1-45

IN-4

FAQ and Troubleshooting Guide for the CiscoWorks Wireless LAN Solution Engine

users

authentication failure

1-44

not listed in UI 1-44

password created in CLI not accepted 1-45

simultaneous access to access points 1-2

VLANs

in reports

1-36

Index

FAQ and Troubleshooting Guide for the CiscoWorks Wireless LAN Solution Engine

IN-5

Index

IN-6

FAQ and Troubleshooting Guide for the CiscoWorks Wireless LAN Solution Engine

Cisco Works Wireless LAN Solution Engine User Manual

Specifications and Main Features

Frequently Asked Questions

User Manual

CONTENTS

General FAQs and Troubleshooting

General FAQs

General Troubleshooting

Faults FAQs and Troubleshooting

Faults FAQs

Faults Troubleshooting

Devices FAQs and Troubleshooting

Devices FAQs

Devices Troubleshooting

Configuration FAQs and Troubleshooting

Configuration FAQs

Configuration Troubleshooting

Firmware FAQs and Troubleshooting

Firmware FAQs

Firmware Troubleshooting

Reports FAQs and Troubleshooting

Reports FAQ

Reports Troubleshooting

Radio Manager FAQs and Troubleshooting

Radio Manager FAQs

Radio Manager Troubleshooting

Administration FAQs and Troubleshooting

Administration FAQs

Administration Troubleshooting

Access Point Faults

WLSE Fault

AAA Server Faults

Switch Faults

Router Fault