The following topics should help you troubleshoot some of the more common problems you may encounter when using Vivinet Diagnostics together with AppManager.
Ensure Vivinet Diagnostics version 1.1 or later is installed on the computer on which the Action script is running. That same computer requires Microsoft XML Parser version 3 or Internet Explorer 5.5 Service Pack 2 or later.
In addition, ensure you have registered your version of Vivinet Diagnostics.
Ensure Vivinet Diagnostics version 1.1 or later is installed on the computer from which you are trying to view the Diagnostics report. If you have several AppManager Operator Consoles installed on remote computers, install Vivinet Diagnostics on these computers as well. By installing both the Operator Console and Vivinet Diagnostics on the same computer, you can view the Diagnostic report as well as rerun the Diagnosis.
If Vivinet Diagnostics cannot resolve phone or SNMP information, the Log Viewer is displayed when you attempt to open the Diagnosis file (.dgv). The Log Viewer displays all relevant error messages. In addition, if an error exists, Vivinet Diagnostics will not display results when you click the Report view tab in the Console.
Ensure you have configured Vivinet Diagnostics with the names and passwords of your Cisco Unified CallManagers, as well as the SNMP permissions required for querying SNMP information from routers. For more information, see Section 3.5.4, Configuring CallManager User IDs and Passwords and Section 3.5.1, Configuring SNMP Permissions.
If you had not configured this information before you ran the Diagnosis, do so now, and then rerun the Diagnosis. You need only configure the CallManager and SNMP information once. Vivinet Diagnostics will use the information for all subsequent diagnoses.
To enable the Diagnose Action scripts to trigger Vivinet Diagnostics to run diagnoses as often as a problem occurs, disable or modify the “event collapsing” feature on the applicable Knowledge Scripts. Event collapsing allows AppManager to suppress, or collapse, what it considers to be duplicate events. However, you probably want Vivinet Diagnostics to diagnose a problem each time one occurs, even if it occurs between the same two targets. Vivinet Diagnostics cannot do that if AppManager has collapsed all call quality events between the same targets into one event. Use the Advanced tab of the applicable Knowledge Script to disable event collapsing, or at least to shorten the 20-minute collapsing interval.
For more information, see Section 8.3, Knowledge Scripts that Trigger Diagnoses.
To disable or modify event collapsing:
In the Properties dialog box for the applicable script, click the Advanced tab.
To disable event collapsing, deselect Collapse duplicate events into a single event.
To shorten the collapsing interval, select a smaller number in the Time interval for event collapsing field.
Stop and then restart the Knowledge Script job so your changes are activated.
Tightened security of IIS in Windows Server 2003 prohibits the opening of unrecognized MIME types. Configure Windows Server 2003 to recognize the .DGV extension.
To configure Windows Server 2003:
Stop and then restart the Knowledge Script job so your changes are activated.
On the Windows Server 2003 computer, right-click My Computer and select Manage.
Expand Services and Applications, double-click Internet Information Service, and then double-click Web Sites.
Right-click the Web site in question (you may have several) and select Properties.
On the HTTP Headers tab, click MIME Types, and then click New.
In the Extension field, type .DGV.
In the MIME type field, type application/octet-stream.
Click OK three times to complete the change.
NOTE:You may need to stop and restart the Web site before the change takes effect.