The following sections describe resolutions to some issues you might encounter when monitoring Cisco Unified Communications Manager:
Resolving Network Connectivity Issues
If you experience network connectivity issues, you can follow the steps in this section to diagnose the cause.
To diagnose network connectivity issues:
- Use a Secure Shell (SSH) client software such as PuTTY to log in to the ScienceLogic Data Collector.
- Type the following command:
ping <Cisco Unified CM Server IP>
If this fails, check to see if the network is blocking ICMP traffic anywhere, as this might identify a firewall that is not documented.
- Type the following command:
nmap -sU –Pn –p 161 <Cisco Unified CM Server IP>
This will validate whether or not you have SNMP connectivity. If you do not, you might be on an access control list (ACL).
- Type the following command:
nmap -sS –Pn –p 8443 <Cisco Unified CM Server IP>
This will determine if you have AXL connectivity.
- Type the following command:
traceroute <Cisco Unified CM Server IP>
This will identify any additional unknown firewalls or unexpected routing paths.
If you cannot identify the causes of your network connectivity issues using these steps, you might be experiencing a DNS resolution issue. For more information, see the Manually Creating Host File Entries for CUCM Nodes section.
Resolving Credential Issues
Basic/Snippet (AXL User) Credentials
The following list includes commands that you can use to validate your Basic/Snippet Cisco Unified CM credentials:
- To validate that the credential can communicate with the AXL API service:
curl -k -u <USER>:<PASSWORD> -H "Content-type: text/xml;" https://<Cisco Unified CM Server IP>:8443/axl/services/AXLAPIService?wsdl
- To validate that the credential can communicate with the Real Time Information port:
curl -k -u <USER>:<PASSWORD> -H "Content-type: text/xml;" https://<Cisco Unified CM Server IP>:8443/realtimeservice/services/RisPort?wsdl
- To validate that the credential can communicate with the Performance Monitor port:
curl -k -u <USER>:<PASSWORD> -H "Content-type: text/xml;" https://<Cisco Unified CM Server IP>:8443/perfmonservice/services/PerfmonPort?wsdl
- To validate that the credential can communicate with the Control Center service port:
curl -k -u <USER>:<PASSWORD> -H "Content-type: text/xml;" https://<Cisco Unified CM Server IP>:8443/controlcenterservice/services/ControlCenterServicesPort?wsdl
SNMP Credentials
You can use the following commands to validate your SNMP credentials:
- For SNMP v2:
snmpwalk –v 2c –c <read string> <Cisco Unified CM Server IP> system
- For SNMP v3:
snmpwalk –v3 -1 authNoPriv –u <username> –a SHA –A <password> <Cisco Unified CM Server IP>
Resolving NAT Issues
NOTE: See the section Configuring CUCM for NAT for steps on enabling support for network address translation (NAT).
If a customer must have a firewall between the ScienceLogic Data Collector and the Cisco Unified CM Cluster, then check the firewall to determine if the firewall is performing network address translation (NAT).
If NAT is enabled:
- The customer must provide a hostname and an IP address accessible from the Data Collector for the Cluster and each subscribing CallManager.
- Add the CallManager hostnames and IP addresses to host file entries. (For more information, see the Manually Creating Host File Entries for CUCM Nodes section.)
- Allow time for the host file to be propagated to the Data Collector.
You can also follow these instructions if the CallManager is defined by an IP address but not a hostname.
If you have enabled support for NAT and set the "Use Server Hostname for NAT" threshold object to "1", but are experiencing collection issues after upgrading the PowerPack, the threshold may have been reset. To avoid this happening during a PowerPack upgrade, go to the Behavior Settings page (System > Settings > Behavior) and click the Enable Selective PowerPack Field Protection checkbox.
Resolving Error Messages
The following error message might be generated during collection for the Cisco Unified Communications Manager Dynamic Applications.
| Error / Message | Cause / Resolution |
| When running the "Cisco: CUCM Cluster Root Cache" Dynamic Application, you receive an error message stating "[Application number, snippet number] reported a collection problem. (Explanation: The server is not specified as a Publisher.)" | SL1 cannot determine the node's IP address. You must add the node hostname and IP address to a host file. (For more information, see the Manually Creating Host File Entries for CUCM Nodes section.) |
Running Dynamic Applications in Debug Mode
To identify issues with a specific Dynamic Application, go to the Dynamic Application Collections page (Registry > Devices > wrench icon > Collections) and run the Dynamic Application by clicking its lightning bolt icon (
). Doing so provides you with details about any issues the Dynamic Application might be experiencing with the provided URL, IP address, or credentials.
Another method, which will provide even more data, is to run the Dynamic Application in debug mode. To run a Dynamic Application in debug mode, type the following command from the command line interface for the Data Collector:
sudo -u s-em7-core SILO_DEBUG=1 /opt/em7/backend/dynamic_single.py <device ID> <Dynamic Application ID>