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Troubleshooting for Cisco Prime Infrastructure (PI/NCS) and Mobility Service Engine (MSE)

This document introduces how to obtain basic logs in case of a failure with PI and MSE.Please take advantage of this document when you submit a service request to TAC.

Prime Infrastructure (PI) /Prime Network Control System (NCS):

A tool to manage Wireless Controller (WLC), used to display various types of information by communicating with WLC via SNMP typically.

Mobility Service Engine (MSE):

An engine used to determine the location of clients, rogue access points, or tags, as well as to communicate with WLC via NMSP.

In addition, PI interfaces with MSE by SOAP/XML, etc.

Both support some Linux commands by logging in as a root user. It is also possible to obtain logs using this feature.

How to Obtain PI Logs

  1. Choose [Administration] > [Logging].
  2. Choose [Trace] in the [Message Level] drop-down menu.
  3. Add a check to all the checkboxes of [Log Module].
  4. Click the [Save] button to save the log settings.
  5. Reproduce the event here.
  6. Once you have reproduced the event, go back to the logging page and start the download by clicking the [Download] button.
  7. Select another [Message Level], such as [Information], and save it.
  8. Because the file size is too large, use TSRT to upload the downloaded file to SR.


The below link describes the logging operation by PI.
Prime Infrastructure 1.4 Configuration Guide

If PI will not start up or the GUI returns no response, log in by ssh, archive all the files under /opt/CSCOlumos/logs and retrieve them on an FTP. Then, upload them to SR using TSRT.
Operations are explained in detail below. The letters in gray indicate output.Enter the SR number for the file name and change the IP address of the FTP server accordingly.

Log in by ssh with an administrator privilege and enter the following commands:
PrimeInfrastructure/admin# root
Enter root patch password :
Starting root bash shell ...
ade # cd /opt/CSCOlumos/
ade # tar -zcvf SR6xxxxxxxxlogs.gz logs
ade # ftp 172.17.118.18
Connected to 172.17.118.18 (172.17.118.18).
220 Service ready for new user

Name (172.17.118.18:admin): ftp-user
331 User name okay, need password for ftp-user
Password:
230 User logged in, proceed
Remote system type is UNIX.

ftp> binary
200 Command TYPE okay

ftp> put SR6xxxxxxxxlogs.gz
227 Entering Passive Mode (172,17,118,18,208,249)
150 File status okay; about to open data connection
226 Closing data connection
100720934 bytes sent in 5.98 secs (1.6e+04 Kbytes/sec)

ftp> bye
221 Goodbye

ade # rm SR6xxxxxxxxlogs.gz
ade # exit
exit
PrimeInfrastructure/admin#


In addition, retrieve the output of the following command:
PrimeInfrastructure/admin# ncs status
 

MSE Log Acquisition

Upon retrieving the PI log described earlier, the following tasks are also required.
 
  1. On the PI menu, choose [Services] > [Mobility Services Engines] > [MSE_hostname] > [System] > [Logs].
  2. Choose [Trace] in the [Logging Level] drop-down menu.
  3. Add a check to all the checkboxes of [Logging Options].
  4. If a specific client is involved, add a check to [MAC Address Logging] as well. Enter the MAC address in the form below and click [Add].
  5. Click the [Save] button to save the log settings.
  6. Reproduce the event here.
  7. Once you have reproduced the event, go back to the Logs page and start the download by clicking the [Download Logs] button.
  8. Select another [Message Level], such as [Information], and save it.
  9. Because the file size is too large, use TSRT to upload the downloaded file to SR.


The below link describes the logging operation by MSE (CMX).
Cisco Connected Mobile Experiences Configuration Guide, Release 7.4

If MSE will not start up or the GUI returns no response, log in by ssh as a root user, archive all the files under /opt/mse/logs and retrieve them on an FTP.
Then, upload them using TSRT.
Operations are explained in detail below. The letters in gray indicate output.Enter the SR number for the file name and change the IP address of the FTP server accordingly.

[root@MSE ~]# cd /opt/mse
[root@MSE mse]# tar -zcvf SR6xxxxxxxxMSElogs.gz logs
[root@MSE mse]# ftp 172.17.118.18
Connected to 172.17.118.18.
220 Service ready for new user
502 Command AUTH not implemented
502 Command AUTH not implemented
KERBEROS_V4 rejected as an authentication type

Name (172.17.118.18:root): ftp-user
331 User name okay, need password for ftp-user
Password:
230 User logged in, proceed
Remote system type is UNIX.
ftp> binary
200 Command TYPE okay

ftp> put SR6xxxxxxxxMSElogs.gz
local: SR6xxxxxxxxMSElogs.gz remote: SR6xxxxxxxxMSElogs.gz
227 Entering Passive Mode (172,17,118,18,209,147)
150 File status okay; about to open data connection
226 Closing data connection
17446793 bytes sent in 0.43 seconds (4e+04 Kbytes/s)

ftp> bye
221 Goodbye
[root@MSE mse]#

[root@MSE mse]#rm SR6xxxxxxxxMSElogs.gz
[root@MSE mse]#


In addition, retrieve the output of the following command:
[root@MSE mse]# /etc/init.d/msed status
 

Following information is desired to be collected whenever you're facing PI or MSE troubleshooting.

 
  • Specific procedure for reproducing the problem
  • The GUI screenshot describing the problem
  • History of software version transitions
  • PID of WLC, MSE, and AP respectively and the number of units
  • Network configuration diagrams
  • Methods implemented so far to resolve or identify the problem
  • Output the following commands by WLC:
    • show auth-list
    • show nmsp status
    • show nmsp subscription summary
    • show nmsp notification interval
    • show nmsp statistics summary
    • show run-config
    • show traplog
    • show logging
  • If a specific client or tag behavior is involved, use WLC to execute the following debug from start to finish of the problem reproduced.
    • debug client {MAC address of client/tag}
  • Packet capture at the PI/MSE connection port
Please read and try the solution here first so that we will be able to troubleshoot your issue efficiently. We appreciate your understanding.

Related Information

Original Document: https://supportforums.cisco.com/ja/document/9881091
Author: Hideyuki Osaki
Posted on September 9, 2013

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