Fault Management Administration Tasks


Note

Advanced users can also use the Cisco EPN Manager Representational State Transfer (REST) API to access device fault information. For information on the API, click at the at the top right of the Cisco EPN Manager window, then choose Help > API Help.

Event Receiving, Forwarding, and Notifications

Cisco EPN Manager processes syslogs and SNMPv1, v2, and v3 traps that it receives from devices. The server automatically listens for these events on UDP port 162. You do not have to perform any event listening configuration on the server, but you do have to configure devices to forward traps and syslogs to Cisco EPN Manager on the appropriate port.

Notifications are forwarded in SNMPv2 or SNMPv3 format. They are also forwarded to email recipients when you setup corresponding Notification Policies. If you are adding a notification receiver with the notification type UDP, the receiver you add should be listening to UDP on the same port on which it is configured. Only INFO level events are processed for the selected category and alarms are processed with critical, major, minor and warning levels.

Cisco EPN Manager can forward alarms and events that are generated by the processing of received syslogs, traps, and TL/1 alarms to northbound notification receiver. Alarms of any severity can be forwarded, but only events with INFO severity can be forwarded. Information can be forwarded in :

You can also use the SNMP trap notification mechanism to forward SNMP traps that indicate server problems.

Alerts and events are sent as SNMPv2.

Forward Alarms and Events as Email Notifications (Administrator Procedure)

When you configure an e-mail notification, e-mail is sent to the configured receivers when an alarm matching the criteria is created or updated. By default, the subject line includes the alarm severity and category. These settings, along with the message mode, are controlled from the system settings page for alarms and events. For more information, see Configure Default Settings for E-Mail Notifications.

If you want to forward generic (unsupported) events, make sure generic event handling is enabled. (To check the setting, see Disable and Enable Generic Trap and Syslog Handling.)

You can also forward alarms and events as SNMP trap notifications. For more information, see Forward Alarms and Events as SNMP Trap Notifications.

Users can also configure email notifications from the Alarms and Events page. Users are allowed to pick the event and severity, and specific a receiver's email address.

Before you begin

If you have not configured the mail server, perform the instructions in Set Up the SMTP E-Mail Server. Otherwise notifications will not be sent.

Procedure

Step 1

Choose Administration > Settings > System Settings, then choose Mail and Notification > Mail Server Configuration.

Step 2

In the Sender and Receivers area, add the receivers. You can specify multiple recipients as a comma-separated list.

To forward alarms from specific categories to:

Do the following :

The same receivers

  1. Enter the receiver(s) in the To field. Specify multiple receivers in a comma-separated list.
  2. Click the Configure email notification for individual alarm categories hyperlink and specify the data for the notification:
    • Choose the alarms you want to include.
      Note 

      If you are forwarding server internal SNMP traps, choose the System category.

    • To specify alarms of specific severities, click the alarm name hyperlink, then choose the severities.
    Note 
    Do not enter any receiver e-mail addresses when you specific the alarm severities.
  3. Click Save to save the alarm categories and their settings.

To different receivers

  1. Do not enter any e-mail addresses in the To field.
  2. Click the Configure email notification for individual alarm categories hyperlink.
    Note 

    If you are forwarding server internal SNMP traps, choose the System category.

  3. Select the alarms in which you are interested. You can specify the severities by clicking the alarm link and choosing Critical, Major, Minor, or Warning.
    Note 

    If you are forwarding server internal SNMP traps, choose the System category.

  4. Click Save to save the alarm categories and their settings.
Step 3

Click Test. to send a test email using the parameters you configured. The results of the test operation appear on the same page. The test feature checks connectivity to both primary and secondary mail servers by sending an email with a "Cisco EPN Manager test email" subject line.

Step 4

Click Save to save the new notifications.

Configure Default Settings for E-Mail Notifications

If you have not configured the mail server, perform the instructions in Set Up the SMTP E-Mail Server. Otherwise notifications will not be sent.

You can configure certain default settings that are applied across all alarm and event e-mail notifications. These settings can be overwritten when users configure individual notifications and receivers.

By default, the email subject line will include the alarm severity and category. The following settings are also available but are disabled by default.

  • Subject line—Include the prior alarm severity or add custom text. Alternatively you can replace all of the subject line with custom text.

  • Body of the email—Include custom text, the alarm condition, and a link to the alarm detail page.

  • Secure message mode—Enabling this mode masks the IP address and controller name.

To enable, disable, or adjust these settings, choose Administration > Settings > System Settings, then Alarms and Events > Alarms and Events. Make your changes in the Alarm Email Options area.

For information on configuring an e-mail notification, see Forward Alarms and Events as Email Notifications (Administrator Procedure).

Forward Alarms and Events as SNMP Trap Notifications

Cisco EPN Manager can forward alarms and events in EPM-NOTIFICATION-MIB format as an SNMPv2c and SNPv3 trap notifications. You can specify:

  • A specific alarm or event category, such as System for internal server SNMP traps.

  • Alarms of a specific severity. Only INFO events are forwarded; you cannot specify other severities for events.

Before a notification is sent, Cisco EPN Manager pings the receiver to ensure it can be reached. If it does not respond, an alarm is generated to notify that the device is unreachable.


Note
Cisco EPN Manager sends traps to notification receivers on port 162.

You can also forward alarms and events as email notifications. For more information, see Forward Alarms and Events as Email Notifications (Administrator Procedure).

Procedure

Step 1

As a user with Admin privileges, choose Administration > Settings > System Settings, then choose Alarms and Events > Notification Receivers.

Step 2

Select Add Notification Receiver from the Select a command drop-down list, then click Go.

Step 3

Configure the new notification receiver.

  1. Provide the IP address and server name.

    • IP Address—Enter the IPv4 or IPv6 address of the server on which the receiver will run.

    • Server Name—Enter the host name of the server on which the receiver will run.

  2. Click the North Bound radio button. The notification type defaults to UDP.

  3. Enter the port number and SNMP version. The receiver that you configure should be listening to UDP on the same port that is configured.

    Note 
    Do not change the port number.   

    • For SNMPv2c, enter the community string.

    • For SNMPv3, enter the username and password (the Engine ID is auto-populated), then select a mode from the Mode drop-down list (depending on the security level).

Step 4

Specify the category and (for alarms) severity of the alarms and events you want to forward.

Note 
Generic events will only be forwarded if generic event handling is enabled. To check the setting, see Disable and Enable Generic Trap and Syslog Handling.

  • Under Category, check all alarm types to be forwarded. If you are forwarding server internal SNMP traps, choose System.

  • Under Severity, select the highest Severity Level that you set when you configured the trap notifications themselves.

Step 5

When you are finished, click Save.

Configure Global Display and Search Settings for Acknowledged, Cleared, and Assigned Alarms

The following table lists some display options for acknowledged, cleared, and assigned alarms. These settings cannot be adjusted by individual users (in their display preferences) because, for very large systems, a user could make a change that will impact system performance.

Other settings shown on the Alarms and Events page can be adjusted by users, but you can set the global defaults here. For information on those settings, see these topics:

Procedure

Step 1

Choose Administration > Settings > System Settings, then choose Alarms and Events > Alarms and Events.

Step 2

Under the Alarm Display Options area, enable or disable these settings, as desired:

Alarm Display Options

Description

Does setting also affect search results?

Hide acknowledged alarms

Do not display Acknowledged alarms in the Alarms list or include them in search results

Yes

Hide assigned alarms

Do not display assigned alarms in the Alarms list or in search results

Yes

Hide cleared alarms in alarm browser

Do not display cleared alarms in the Alarms list or in search results

Note 
Cleared alarms remain viewable under the Cleared Alarms tab.

No

Add device name to alarm messages

Include device name in e-mail notifications

No

Step 3

To apply your changes, click Save at the bottom of the Alarms and Events window.

Configure Alarm Manager in Cisco IOS XR Devices

As part of reliable alarming, Cisco EPN Manager polls the Alarm Manager in Cisco IOS XR devices for any outstanding alarms or events. You can enable or disable the Alarm Manager from the Cisco EPN Manager web interface. Follow this procedure to enable or disable the Alarm Manager.

Procedure

Step 1

Choose Administration > Settings > System Settings, then choose Alarms and Events > Alarms and Events.

Step 2

Under the Alarm Manager area, select the device type to enable or disable the Alarm Manager.

Note 
The Alarm Manager is enabled by default for all device types for Cisco IOS XR devices.
Step 3

Click Save to apply your changes.

Step 4

Click Save at the bottom of the Alarms and Events window.

If the Alarm Manager is enabled, Cisco EPN manager polls the device every 5 minutes. This polling interval cannot be modified.

The alarms raised by Alarm Manger are displayed in the list of Alarms under Alarms tab in Monitor > Monitoring Tools > Alarms and Events page. The source of the alarm is displayed as “Synthetic_Event” to indicate that the alarm was raised by the Alarm Manager. You cannot modify the Severity or Clear or Delete alarms raised by Alarm Manager in this list when the Alarm Manager is enabled.

If the Alarm Manger is disabled, all the alarms previously raised by Alarm Manager will be cleared. Cisco EPN Manager will not poll the device but continues to receive alarms directly from the device. All PKT-INFRA-FM alarms will be listed under the Events tab in Monitor > Monitoring Tools > Alarms and Events page.

Configure Alarm Resync in Cisco IOS XE Devices

The alarm resync feature, based on the “show facility” command is part of reliable alarming for Cisco IOS XE devices. This feature is supported from software version 16.6.6vS and 16.9.1 in Cisco NCS 42xx devices. You can enable or disable alarm resync by modifying the /conf/fault/ncs42xx/resources/NCS42xxAlarmManager.properties file.

When the alarm resync is enabled, the alarms received from the device are displayed under Alarms tab in Monitor > Monitoring Tools > Alarms and Events page. You cannot modify the Severity or Clear or Delete these alarms through Cisco EPN Manager.


Note

The alarm resync feature is supported only for DSX, SONET and select system alarms. Refer to Cisco Evolved Programmable Network Manager Supported Syslogs for more information.

The following procedure lists the steps to enable or disable the alarm manager in Cisco NCS 42xx devices.

Procedure

Step 1

Open a CLI session with the Cisco EPN Manager server. See Connect via CLI for more information.

Step 2

Open the /conf/fault/ncs42xx/resources/NCS42xxAlarmManager.properties file.

Step 3

Modify shfacilityenabled and resyncperiodmillis as required.

Where,

  • shfacilityenabled - flag to enable or disable Alarm Manager. Setting this flag to true will enable the alarm resync. By default, this value is set to true. System restart is not required when you change this value.


  • resyncperiodmillis - polling interval to poll the device. You can modify this value as desired. Default value is 60000 milliseconds or 10 minutes. System restart is required for this change to take effect.



Configure Alarm Profiling in Cisco IOS XE Devices

Cisco EPN Manager supports alarm profiling for Cisco IOS XE devices. Set alarmprofileEnabled to true for Cisco EPN Manager to reflect the alarm profiling changes. To do this:

Procedure

Step 1

Open a CLI session with the Cisco EPN Manager server. See Connect via CLI for more information.

Step 2

Open the /conf/fault/ncs42xx/resources/NCS42xxVersion.properties file.

Step 3

Set alarmprofileEnabled to true and save your changes. By default, the alarmprofileEnabled is enabled.

Note 
If alarmprofileEnabled is set to false, Cisco EPN Manager does not reflect the alarm profiling changes.

Change Event Severity Levels

Each alarm in Cisco EPN Manager has a severity. The alarm severity is determined by the most severe event associated to the alarm. You can adjust the severity for alarms by changing the severity for newly-generated events.


Note

For alarms that are related to Cisco EPN Manager system administration, such as high availability, refer to Customize Server Internal SNMP Traps and Forward the Traps.

You can change the severity level for network- and device-level alarms in two ways:

Procedure

Step 1

Choose Administration > System Settings, then choose Alarms and Events > Alarm Severity and Auto Clear.

Step 2

Expand the categories available under the Event Types column, or search for the event type you want by entering all or part of the event text in the Event Types search field just below the column heading.

Step 3

Select the events and set their new severity.

  1. Check the event's check box.
  2. Choose a severity level from the Severity drop-down list or , then click Save.

Customize the Troubleshooting Text for an Alarm

You can associate troubleshooting and explanatory information with an alarm so that users with access to the Alarms and Events tables will be able to see it. Use this procedure to add or change the information that is displayed in the popup window.

Procedure

Step 1

Choose Administration > Settings > System Settings, then choose Alarms and Events > Alarm Severity and Auto Clear.

Step 2

Select and alarm, then click Recommended Action.

Step 3

Add or change the content in the Explanation and Recommended Actions fields, then click Save. To revert to the default text, click Reset and Save.

Change Alarm Auto-Clear Intervals

You can configure an alarm to auto-clear after a specific period of time. This is helpful in cases, for example, where there is no clearing event. Auto-clearing an alarm will not change the severity of the alarm's correlated events.

Procedure

Step 1

Choose Administration > Settings > System Settings, then choose Alarms and Events > Alarm Severity and Auto Clear.

Step 2

Expand the categories available under the Event Types column, or search for the event type you want by entering all or part of the event text in the Event Types search field just below the column heading.

Step 3

To change the auto-clear duration for an event or group of events:

  • For a single event, check the event's check box, click in the Auto Clear Duration field, enter the new duration, then click Save.
  • For multiple events, select the events, then click Alarm Auto Clear, enter the new duration in the dialog box, then click OK.
Step 4

Change the Auto Clear Interval by performing one of the following tasks:

  • Click on the Auto Clear Duration field, enter the new interval, and click Save.
  • Select the check box of the event type, click Alarm Auto Clear, enter the new interval, and click OK.
    Note 

    The Alarm Auto Clear button is enabled only for the events that do not have an auto-clear event configured.

Change the Information Displayed in the Failure Source for Alarms

When an alarm is generated, it includes information about the source of the failure. Information is presented using a specific format. For example, performance failures use the format MACAddress:SlotID. Failure sources for other alarms may include the host name, IP address, or other properties. Adjust the properties and separators (a colon, dash, or number sign) that are displayed in the alarm's failure source using the following procedure.

Procedure

Step 1

Choose Administration > Settings > System Settings, then choose Alarms and Events > Alarms and Events.

Step 2

In the Failure Source Pattern area, select the alarm category you want to customize.

Step 3

Adjust the failure source format as follows:

  • To customize the properties that are displayed, click Edit, select the properties, then click OK. If a property is greyed-out, you cannot remove it.

  • To customize the separators that are displayed between the properties, click Edit Separator.

Step 4

To apply your changes, click Save at the bottom of the Alarms and Events settings window.

Change the Behavior of Expedited Events

When Cisco EPN Manager receives a configuration change event from a device, it waits for a certain time interval before starting inventory collection, in case other related events are sent. This prevents multiple collection processes from running at the same time. This is called the inventory collection hold off time and is set to 10 minutes by default. This setting is controlled from the Inventory system settings page (Administration > Settings > System Settings > Inventory).

The following events are processed by Cisco EPN Manager within the default time interval of 10 minutes:

Type

Supported Events

Link

 
LINK-3-UPDOWN

Card Protection

 
CARD_PROTECTION-4-PROTECTION
CARD_PROTECTION-4-ACTIVE

VLAN

 
PORT_SECURITY-6-VLAN_REMOVED
PORT_SECURITY-6-VLAN_FULL

ICCP SM

 
L2-L2VPN_ICCP_SM-4-REMOTE_CORE_ISOLATION
L2-L2VPN_ICCP_SM-4-REMOTE_CORE_ISOLATION_CLEAR
L2-L2VPN_ICCP_SM-3-CONFIG_LOCAL_ERROR
L2-L2VPN_ICCP_SM-3-CONFIG_REMOTE_ERROR
L2-L2VPN_ICCP_SM-4-LOCAL_CORE_ISOLATION
L2-L2VPN_ICCP_SM-4-LOCAL_CORE_ISOLATION_CLEAR
L2-L2VPN_ICCP_SM-4-PEER_REACHABILITY_FAILURE
L2-L2VPN_ICCP_SM-4-PEER_REACHABILITY_CLEAR
L2-L2VPN_ICCP_SM-4-REMOTE_ACCESS_MAIN_PORT_FAILURE
L2-L2VPN_ICCP_SM-4-REMOTE_ACCESS_MAIN_PORT_FAILURE_CLEAR
INFRA-ICCP-5-ISOLATION
INFRA-ICCP-5-ISOLATION_CLR
INFRA-ICCP-5-NEIGHBOR_STATE_UP
INFRA-ICCP-5-NEIGHBOR_STATE_DOWN
INFRA-ICCP-6-BACKBONE_INTERFACE_STATE_UP
INFRA-ICCP-6-BACKBONE_INTERFACE_STATE_DOWN
L2-BM-6-ACTIVE_CLEAR
L2-BM-6-ACTIVE_PROBLEM
L2-L2VPN_ICCP_SM-3-CONFIG_INVALID_NODEID
L2-L2VPN_ICCP_SM-3-CONFIG_INVALID_NODEID_CLEAR

Satellite

 
PKT_INFRA-ICPE_GCO-5-SATELLITE_STATUS_PROBLEM
PKT_INFRA-ICPE_GCO-5-SATELLITE_STATUS_CLEAR

Cluster

 
PLATFORM-REDDRV-7-ROLE_CHANGE
PLATFORM-CE_SWITCH-6-UPDN
PLATFORM-CLUSTER_CLM-6-UPDN
LINK_UP
LINK_DOWN

Celeborn cards

 
UEA_SPA_MODE-6-UEA_SPA_MODE_CHG

Configuration Commit syslogs

 
MGBL-CONFIG-6-DB_COMMIT
SYS-5-CONFIG_I

However, in case of the following critical events, Cisco EPN Manager performs a full discovery of the device immediately when the event occurs: 

SYS-5-RELOAD
SYS-5-RESTART
OIR-6-INSCARD
OIR-SP-6-INSCARD
SWT_CEFC_STATUS_CHANGE
cefcFRURemoved
cefcFRUInserted

Granular Inventory Event Flow Controllers

Granular inventory identifies the events generated and processes only the changes made in the devices. To avoid continuous syncing of devices due to event inflow, granular inventory uses Event Burst Flow Controller and Continuous Events Flow Controller.

For a list of events that are monitored/not monitored for burst and continuous modes, see Supported and Unsupported Events for Event Flow Controllers.

Event Burst Flow Controller

When the number of incoming events for any technology for a managed device is greater than the threshold (BurstThreshold for BurstHoldOffTimer), Cisco EPN Manager considers it as an event burst condition. In this scenario, the granular inventory sync for the events breaching the threshold is held for a certain time period (BurstHoldOffTimer) until the event burst condition is cleared. This condition check is repeated at regular intervals. After the specified number of retries (BurstCheckRetryCount), if the threshold is still breached, Cisco EPN Manager stops all the granular inventory processing for the device.

If the event burst condition is detected and cleared before 3 retries, then the Event Burst Flow Controller triggers feature sync for the corresponding technology. If the event burst condition is detected and continues after 3 retries, then the controller stops all the granular inventory processing, raises the DISABLE_GRANULAR_INVENTORY_EVENT event, and disables the granular inventory for the device.

Table 1. Event Burst Action Properties

Property Name

Description

Default Value

BurstThreshold

The number of events of a given type over a period of time, which is considered as the ‘burst’ of that event type.

100 (events)

BurstHoldOffTimer

The time period for which the inventory sync is withheld.

300000 ms (5 mins)

BurstCheckRetryCount

The permitted number of retries.

3 (times)

After the granular inventory is disabled, a system check is initiated to monitor the event burst condition for the specific device; this system check will identify if the event burst condition continues. If there is no event burst condition, then it clears DISABLE_GRANULAR_INVENTORY_EVENT, followed by a full sync of the device. The granular inventory processing for the device will resume for any new incoming events.


Note
When you enable the granular inventory for the device manually (see Enable or Disable Granular Inventory), the corresponding DISABLE_GRANULAR_INVENTORY_EVENT is cleared.

Continuous Events Flow Controller

When the number of incoming events for a managed device is greater than the threshold (contEventsThresholdCount for contEventsCheckPeriod), Cisco EPN Manager considers it as continous events condition. In this scenario, the granular inventory sync for the events breaching the threshold is held for a certain time period (contEventsDropPeriod) until the continous events condition is cleared.

If the continuous events condition is detected, then the Continuous Events Flow Controller stops all the granular inventory processing for the device and raises the INVENTORY_SYNC_SUPPRESSED alarm to indicate that the device is in continuous state. It continues to perform feature sync at regular intervals, for all the events identified, until the continuous events condition is cleared.

Table 2. Continuous Event Action Properties

Property Name

Description

Default value

contEventsThresholdCount

Maximum number of allowed events at a time in the queue.

50 (events)

contEventsCheckPeriod

The time interval in milli-seconds, to check for the incoming event count.

300000 ms (5 mins)

contEventsDropPeriod

Time interval in milli-seconds, to trigger feature sync at regular intervals in case of continuous events.

300000 ms (5 mins)

Enable or Disable Granular Inventory

You can enable or disable granular inventory at the global level from the System Settings page. Choose Administration > Settings > System Settings > Inventory > Inventory, and then check or uncheck the Enable Granular Inventory check box. By default, this setting is enabled.


Note

Disabling granular inventory will stop all the granular inventory processing for all the managed devices.

You can also enable or disable the granular inventory at the device level from the Network Devices page. To disable granular inventory for a device, select the required device in the Network Devices page, and then choose Admin State > Disable Granular Inventory. This will disable the granular inventory for the selected device only, and will not impact the granular inventory processing of any other devices in the system. To re-enable granular inventory for a device, select the required device in the Network Devices page, and then choose Admin State > Enable Granular Inventory. You can select one or more devices, and apply these actions. However, in case of multiple device selection, all the selected devices should be in either of the two states. If the selected devices are in mixed states, these options are not enabled.


Note

If the granular inventory is disabled at the global level, then it precedes the granular inventory settings at the device level. If the granular inventory is enabled at the global level, then it succeeds the granular inventory settings at the device level.

Customize Generic Events That Are Displayed in the Web GUI

You can customize the description and severity for generic events generated by SNMP traps and syslogs. Your customization will be displayed in the Events tab for SNMP trap events. If a MIB module is not loaded, you can load it manually and then customize the notifications provided in that MIB.

See Customize Generic Events Based on SNMP Traps, for information on how to customize these generic events.

Disable and Enable Generic Trap and Syslog Handling

By default Cisco EPN Manager does not drop any received syslogs or traps. As mentioned in How are Alarms and Events Created and Updated?, Cisco EPN Manager maintains an event catalog that determines whether Cisco EPN Manager should create a new event for incoming syslogs or traps (and if it creates a new event, whether it should also create an alarm). If Cisco EPN Manager does not create an event, the trap or syslog is considered a generic event .

By default, Cisco EPN Manager does the following:

  • Displays the generic events in the Events list.

  • Forwards generic events in e-mail or SNMP trap notifications, after normalizing them using CISCO-EPM-NOTIFICATION-MIB. For more information, refer to the CISCO-EPM-NOTIFICATION-MIB section in the guide.

All of these events are assigned the MINOR severity, regardless of the trap contents, and fall under the alarm category Generic.

Disable and Enable Generic Trap Processing

Use the genericTrap.sh command to manage generic syslogs.

To do the following:

Use this command:

Turn off generic trap processing

/opt/CSCOlumos/bin/genericTrap.sh -l

Turn on generic trap processing

/opt/CSCOlumos/bin/genericTrap.sh -u

Customize Generic Events Based on SNMP Traps

Cisco EPN Manager supports the customized representation of generic events in the GUI. Managed objects normally generate SNMP traps and notifications that contain an SNMP trap object identifier (SnmpTrapOID) and a variable bind object identifier (VarBindOIDs) in numerical format. Cisco EPN Manager translates the numeric SnmpTrapOIDs and VarBindOIDs into meaningful names using customized MIB modules, then displays the generic events in the web GUI (in the event tables, Device 360 view, and so forth). For more details on Generic Events see How are Alarms and Events Created and Updated?.

Using the SNMP MIB files that are packaged with Cisco EPN Manager, you can customize the defined MIBs for your deployment's technology requirement.

The following table illustrates how ObjectIDs are decoded and displayed in the GUI.
Table 3. Example: ObjectID Representation

OIDs before Decoding

OIDs after Decoding 

snmpTrapOID = 1.3.6.1.4.1.9.10.120.0.1',
Values: 1.3.6.1.4.1.9.10.119.1.1.2.1.11.7.1=1

mplsL3VpnVrfDown, 
values: mplsL3VpnVrfOperStatus.("vrf1").(1) = 1

Follow the steps below to create customized generic events.

Procedure

Step 1

Select Monitor > Monitoring Tools > Alarms and Events.

Step 2

Click the Events tab.

Step 3

Click Custom Trap Events and then click Upload New Mibs.

Step 4

In the Upload Mib window, click Upload New MIB to upload a MIB file.

Step 5

If you upload a new MIB file, wait until the file upload is complete, and then click Refresh MIBs to have the newly added MIB included in the MIB drop-down list.

Step 6

Click OK.

Cisco EPN Manager creates a new event type and alarm condition for the specified trap.

Troubleshoot Fault Processing Errors

If your deployment is having fault processing problems, follow this procedure to check the fault logs.

Procedure

Step 1

Log in to Cisco EPN Manager with a user ID that has Administrator privileges.

Step 2

Select Administration > Settings > Logging, then choose General Logging Options.

Step 3

In the Download Log File area, click Download.

Step 4

Compare the activity recorded in these log files with the activity you are seeing in your management application:

      console.log

      ncs-x-x.log

      decap.core.java.log

      xmp_correlation.log

      decap.processor.log

What to do next

You can also get help from the Cisco support community. If you do need to open a support case, attach the suspect log files with your case. See Get Help from the Cisco Support Community and Technical Assistance Center (TAC).

Get Help from the Cisco Support Community and Technical Assistance Center (TAC)

Open a Cisco Support Case

When you open a support case from the web GUI, Cisco EPN Manager automatically populates the case form with information it can retrieve from a device. This includes technical details about the device, configuration changes on the device, and all device events that occurred in the last 24 hours. You can also attach your own files to the case.

Before you begin

You can open a support case from the web GUI if:

  • Your administrator has configured Cisco EPN Manager to allow you to do so. See Set Up Defaults for Cisco Support Requests. .

  • The Cisco EPN Manager server has a direct connection to the internet, or a connection by way of a proxy server.

  • You have a Cisco.com username and password.

Procedure

Step 1

Choose one of the following:

  • From Monitor > Monitoring Tools > Alarms and Events. Click a single alarm, then choose Troubleshoot > Support Case. If you do not see the Troubleshoot button, widen your browser window.

  • From the Device 360 view. Hover your mouse over a device IP address, then click the information icon. Choose Support Request from the Actions drop-down menu.

Step 2

Enter your Cisco.com username and password.

Step 3

Click Create. Cisco EPN Manager populates the form with data it retrieves from the device.

Step 4

(Optional) Enter a Tracking Number that corresponds to your own organization’s trouble ticket system.

Step 5

Click Next and enter a description of the problem.

Cisco EPN Manager populates the form with data it retrieves from the device and automatically generates the necessary supporting documents.

If desired, upload files from your local machine.

Step 6

Click Create Service Request.

Join the Cisco Support Community

You can access and participate in discussion forums in the online Cisco Support Community. You will need a Cisco.com username and password.

Procedure

Step 1

Choose one of the following:

  • From Monitor > Monitoring Tools > Alarms and Events . Click a single alarm, then choose Troubleshoot > Support Forum . If you do not see the Troubleshoot button, widen your browser window.

  • From the Device 360 view. Hover your mouse over a device IP address, then click the information icon. Choose Support Community from the Actions drop-down menu.

Step 2

In the Cisco Support Community Forum page, enter your search parameters to find what you need.