Troubleshooting Tips

Contents


 

Installation, Server Start Up & Shutdown





Cause: During the previous run, if you had terminated the server abruptly or there was an unclean shutdown, some of the server processes would not have been terminated and the MySQL server instance would continue to run in the system.

 

Solution: Forcefully terminate the MySQL Server instance (mysqld-nt.exe in Windows, mysqld in Linux).

Installation fails in Windows machine :


Installation fails in Linux machine :




 

Cause:This usually happens when you try to uninstall the product immediately after shutting down the server.
 

Solution: Ensure that you uninstall the product only after the MySQL Server instance (mysqld-nt.exe process in Windows Task Manager) has been terminated completely after the server shutdown.

Web Interface

Cause

Solution

Incomplete server start-up

Ensure that the server has successfully started. This can be verified by the presence of the message "Connect to: [http://localhost:8647 ]" in the console. Connect to the web client after seeing this message.

Wrong URL

VQManager server and the Web Interface communicate through http. So ensure the URL contains HTTP.
http://<hostname>:port/

For e.g. http://localhost:8647

Do you see any failure messages in the Server Console?

Send the log files to the VQManager Support team, through the Support tab in "Support File Creation"

Cause

Solution

Incompatible Browser

Refer to the System Requirements, and check whether your browser is supported.

JavaScript not enabled

JavaScript has to be enabled in your browser for you to work with the Web Interface.

 

Miscellaneous

This requires a number of checks:



Cause: The above error occurs if the sniffer is unable to determine the list of network interfaces in your machine. This could be the case of incompatible Winpcap libraries loaded in the system

 

Solution: To resolve this, verify the version of npf.sys file in your machine. This is available in the c:\windows\system32\drivers folder. Right click on the file and look into the 'Version' tab. If the version shown is 4.1 or above, then it is compatible with VQManager, otherwise you may need to install a fresh copy of WinPcap to make the VQManager work properly. Please install the new WinPcap AFTER installing VQManager.


 

Cause: Your network is not generating any RTCP packets or only one end is generating RTCP packets.

 

Solution: VQManager can calculate QoS metrics based on RTP packets also. Ensure that "RTP based QoS Calculation" option is enabled. Go to Admin tab, click on Sniffer link to view the Sniffer Configuration. To edit the setting click on the "Edit" button below.


Cause & Solution: This can happen when the server has discovered an IP phone during its processing. Refresh the page to get the latest user list.


Cause: This usually happens when the Mail Server Settings are not configured properly.

 

Solution: Configure the Mail Server Settings. Refer Mail Server Settings section for more details.


Cause: This usually happens when the Proxy Settings are not configured properly.

 

Solution: Configure the Proxy Settings. Refer Proxy Settings section for more details.


Cause & Solution:  In the trial edition, there is NO limitation on the number of IP Phones to be monitored. You can monitor VoIP calls from all your IP Phones. Therefore, the "Monitored Endpoints" link does not appear when the product is run in trial version mode. Once, the trial version expires, you'll have an option to choose the IP Phones to be monitored.

 

Cause: Reinitialize script/batch file is to be invoked only when the server is not running. At times, a lock file named .lock gets created under <VQManager_Home>/bin directory . This creates problems when reinitializing the server even when it is not running.
 

Solution: Make sure you are not attempting to reinitialize while the server is running. Navigate to <VQManager_Home>/bin (by default, VQManager is installed in C:\ManageEngine\VQManager) directory and check if ".lock" file had been created. If so, remove it.

 

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