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Allot Communications. All rights reserved. 09 - 2011

Basic Troubleshooting Guide

November 2011

v1b6

Allot CommunicationsCustomer Support


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Basic Troubleshooting Guide09-2011

2011 Allot Communications. All rights reserved. 2

Table of Contents

Introduction ................................................................................................................................ 6Purpose of This Guide .......................................................................................................... 6

About This Guide .................................................................................................................. 6More Information ................................................................................................................... 6

Knowledge Base ............................................................................................................... 6Product Documentation .................................................................................................... 6Online Training .................................................................................................................. 7Classroom Based Training................................................................................................ 7

Common Tasks.......................................................................................................................... 8How to Access the Allot Support area .................................................................................. 8Support Area ......................................................................................................................... 8

Resource Center ................................................................................................................... 8Creating a Log in for the Allot Support Area ......................................................................... 9How to Generate a Key ....................................................................................................... 10

What keys do I need? ..................................................................................................... 10When do I need a new key? ........................................................................................... 10When do my keys expire and what functionality is affected? ......................................... 10How do I generate a new key? ....................................................................................... 11How do I enter my new key?........................................................................................... 11

How to Access Command Line Interface on Allot Products ............................................... 13 Non-AOS NetEnforcers (AC-400, 800, 1000 and 2500) ................................................. 13SG-Omega ...................................................................................................................... 13

AOS NetEnforcers(AC-1400, AC-3000, AC-5000, AC-10000) ................................... 14SG-Sigma........................................................................................................................ 14SMP or Distributed Collector........................................................................................... 15ServiceProtector ............................................................................................................. 15MediaSwift ...................................................................................................................... 15

How to Change the Default Password ................................................................................ 16AC-400, 800, 1000, 2500 ................................................................................................ 16To change the Root User Password ............................................................................... 16

AOS Products ................................................................................................................. 16ServiceProtector ............................................................................................................. 16MediaSwift ...................................................................................................................... 16

How to Upgrade Software ................................................................................................... 17How to Check Software and Hardware Versions ................................................................ 18

Check the model, software version and box number of the NE/SG ............................... 18Check the NetXplorer Software Version ......................................................................... 19Checking Installed Protocol Pack Version ...................................................................... 19

First Aid .................................................................................................................................... 21


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Verify Processes are Running............................................................................................. 21NetXplorer ....................................................................................................................... 21

Verfiy Ports are Open .......................................................................................................... 22

Verify NTP Synchronization ................................................................................................ 23Common Issues ....................................................................................................................... 24

Graph Opens with No Data ................................................................................................. 24Graph Output Shows Less Data than Expected ................................................................. 25NetXplorer GUI Doesnt Open............................................................................................. 26NetEnforcer Front Panel LCD Is Stuck in System Loading.............................................. 27NetEnforcer Front Panel LCD Displays ....................................................................... 27NetXplorer Alarm Reports Device in Rescue Policy......................................................... 27

The Next Step .......................................................................................................................... 28How to Open a New Case ................................................................................................... 28

Via the Allot Support area ............................................................................................... 28NOTE: You will be able to attach files after saving the case. ..................................... 28Via Email ......................................................................................................................... 28

How to Grant Remote Access ............................................................................................. 28How to Create and Send Snapshots ................................................................................... 28

Appendix A: User Guides ........................................................................................................ 30Appendix B: Useful Links ......................................................................................................... 31Appendix C: Useful Commands .............................................................................................. 33


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Important NoticeAllot Communications Ltd. ("Allot") is not a party to the purchase agreement under which NetEnforcer was purchased,and will not be liable for any damages of any kind whatsoever caused to the end users using this manual, regardless of

the form of action, whether in contract, tort (including negligence), strict liability or otherwise.

SPECIFICATIONS AND INFORMATION CONTAINED IN THIS MANUAL ARE FURNISHED FOR

INFORMATIONAL USE ONLY, AND ARE SUBJECT TO CHANGE AT ANY TIME WITHOUT NOTICE, AND

SHOULD NOT BE CONSTRUED AS A COMMITMENT BY ALLOT OR ANY OF ITS SUBSIDIARIES. ALLOT

ASSUMES NO RESPONSIBILITY OR LIABILITY FOR ANY ERRORS OR INACCURACIES THAT MAYAPPEAR IN THIS MANUAL, INCLUDING THE PRODUCTS AND SOFTWARE DESCRIBED IN IT.

Please read the End User License Agreement and Warranty Certificate provided with this product before using the

product. Please note that using the products indicates that you accept the terms of the End User License Agreement andWarranty Certificate.

WITHOUT DEROGATING IN ANY WAY FROM THE AFORESAID, ALLOT WILL NOT BE LIABLE FOR ANY

SPECIAL, EXEMPLARY, INDIRECT, INCIDENTAL OR CONSEQUENTIAL DAMAGES OF ANY KIND,REGARDLESS OF THE FORM OF ACTION WHETHER IN CONTRACT, TORT (INCLUDING NEGLIGENCE),

STRICT LIABILITY OR OTHERWISE, INCLUDING, BUT NOT LIMITED TO, LOSS OF REVENUE OR

ANTICIPATED PROFITS, OR LOST BUSINESS, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH

DAMAGES.

CopyrightCopyright 1997-2010Allot Communications. All rights reserved. No part of this document may be reproduced,photocopied, stored on a retrieval system, transmitted, or translated into any other language without a written permission

and specific authorization from Allot Communications Ltd.

TrademarksProducts and corporate names appearing in this manual may or may not be registered trademarks or copyrights of their

respective companies, and are used only for identification or explanation and to the owners' benefit, without intent toinfringe.

Allot and the Allot Communications logo are registered trademarks of Allot Communications Ltd.

NOTE: This equipment has been tested and found to comply with the limits for a Class A digital device, pursuant to Part15 of the FCC Rules. These limits are designed to provide reasonable protection against harmful interference when the

equipment is operated in a commercial environment. This equipment generates, uses, and can radiate radio frequencyenergy and, if not installed and used in accordance with the instruction manual, may cause harmful interference to radiocommunications. Operation of this equipment in a residential area is likely to cause harmful interference in which case

the user will be required to correct the interference at his own expense.

Changes or modifications not expressly approved by Allot Communication Ltd. could void the user's authority to operatethe equipment.


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Version History

Doc Version Date

v1b6 24.11.11 SNX-SRV user added

AC-500, SG-Sigma E added

Clarification about NX Key

V1b5 26.09.11 New Corporate template

Page 14 and 15, IP addresses updated.

v1b4 13.12.10 Links updated

v1b3 17.02.10 First Released Version

v1b2 07.02.10 Working Draft

v1b1 03.01.10 Working Draft

Products Supported

Products Software Version

NX/SMP NX/SMP11.1 and above

AC-500, 1400, 3000, 5000, 10000, SG-

Sigma, SG-Sigma E

AOS.11.1 and above

AC-400/800 E9.1.1

AC-1000 S9.1.0

AC-2500 C9.1.1

SG-Omega SG9.1.1


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Introduction

Purpose of This GuideThis guide targets engineers at Allot customers. Its aims to achieve two goals:

To provide tools to help our customers engineers troubleshoot simple problems that can besolved onsite without the need to open a new case with allot support.

In case an issue is discovered that cannot be solved by our customers engineer on-site, toshow how to gather useful information that can be added to the case and can shorten thetime before a solution is reached.

About This Guide

This basic troubleshooting guide is split into four main sections. In the first section, we outlinehow to perform common taskssuch as generating a new key, finding out basic information

about the product and upgrading the software. In the second section, which we call first aid,we outline several procedures and checks which are recommended before starting totroubleshoot any problem. The third section, common issues, describes troubleshootingprocedures for some of the issues most commonly faced by our customers. The final section,the next step, details how to proceed if the information in this troubleshooting guide does notsolve the issue being faced. Specifically, it details how to generate a snapshot for analysis by

Allot customer support and how to open a new case.

At the end of the troubleshooting guide you will find a section of appendixes which collectseveral useful knowledge base items and CLI commands in one central place.

During this guide we will use the following acronyms:

NE NetEnforcer

SG Service Gateway

NX NetXplorer

SMP Subscriber Management Platform

MS MediaSwift

SP ServiceProtector

AOS Allot Operating System

More Information

For additional information beyond the scope of this guide, Allot offers several additionalsources of knowledge and tools.

Knowledge Base

TheAllot Support Areawhich can be accessed fromhttp://www.allot.com/supportgives youaccess to the Allot Knowledge Base. You can use the free-text search on the KnowledgeBase tab to download documents and look for answers to any further questions you mayhave.

Product Documentation

From the Knowledge Base tab in theAllot Support Area,you can search for any of thecustomer documentation listed in Appendix A: User Guides below. In addition, from the S/W

versions tab you can download the release notes for each software version.
http://www.allot.com/index.aspx?id=3979http://www.allot.com/index.aspx?id=3979http://www.allot.com/index.aspx?id=3979http://www.allot.com/supporthttp://www.allot.com/supporthttp://www.allot.com/supporthttp://www.allot.com/index.aspx?id=3979http://www.allot.com/index.aspx?id=3979http://www.allot.com/index.aspx?id=3979http://www.allot.com/index.aspx?id=3979http://www.allot.com/supporthttp://www.allot.com/index.aspx?id=3979


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Online Training

In addition,AllotsOnline NetXplorer Training,which can be accessed fromhttp://www.allot.com/uploadimages/NetXplorer%20training/template.swf, serves as a quick

start guide for all NetXplorer installations. It also includes basic market background, key termsand procedures for monitoring, reporting and building traffic policies.

Classroom Based Training

Allot offers detailed hands-on training courses for customers and partners at our trainingcenters around the world. Courses currently offered are as follows:

ACTE: Introduction to DPI, Monitoring and Reporting, Building traffic policies, NPP, eventsand alarm and advanced configurations

ACPP: Advanced architecture, monitoring collectors, database management, advancedtroubleshooting, integration and SMP

ServiceProtector: Introduction to NBAD and HBAD technology, anomaly detection and

mitigation, installation and IPSec, groups and prefixes, notification filters, thresholds,maintenance and troubleshooting.

A full schedule of courses and details of how to apply can be found on the Training Classestab at theAllot Support Area.
http://www.allot.com/uploadimages/NetXplorer%20training/template.swfhttp://www.allot.com/uploadimages/NetXplorer%20training/template.swfhttp://www.allot.com/uploadimages/NetXplorer%20training/template.swfhttp://www.allot.com/uploadimages/NetXplorer%20training/template.swfhttp://www.allot.com/uploadimages/NetXplorer%20training/template.swfhttp://www.allot.com/index.aspx?id=3979http://www.allot.com/index.aspx?id=3979http://www.allot.com/index.aspx?id=3979http://www.allot.com/index.aspx?id=3979http://www.allot.com/uploadimages/NetXplorer%20training/template.swfhttp://www.allot.com/uploadimages/NetXplorer%20training/template.swf


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Common Tasks

How to Access the Allot Support areaAllots corporate website,www.allot.comincludes two password protected areas that you canaccess:

AllotSupport Area

AllotResource Center

Support Area

TheAllot Support Areacontains everything you need for post-sales support. From the supportarea you can do the following:

Download every software version and release note

Track all your support cases

Register your products

Generate keys for your supported products

Register for training classes

Search for documentation and knowledge items on the Knowledge Base

On the homepage of the Support Area, you will find a concise overview that explains how tonavigate to the information and functions you need using the sites intuitive GUI.

Resource Center

TheAllot Resource Centercontains marketing collateral including:

Product datasheets

Solution Briefs

White Papers

Presentations

Graphics and Icons

Both the support area and resource center require secure log in.

IMPORTANT NOTE: In order to have the same user name & password for the Support

Area and the Resource Center, please register first to the Support A rea.
http://www.allot.com/http://www.allot.com/http://www.allot.com/http://www.allot.com/support.htmlhttp://www.allot.com/support.htmlhttp://www.allot.com/support.htmlhttp://www.allot.com/index.aspx?id=3841&returnUrl=http%3a%2f%2fwww.allot.com%2fResource_Center.htmlhttp://www.allot.com/index.aspx?id=3841&returnUrl=http%3a%2f%2fwww.allot.com%2fResource_Center.htmlhttp://www.allot.com/index.aspx?id=3841&returnUrl=http%3a%2f%2fwww.allot.com%2fResource_Center.htmlhttp://www.allot.com/index.aspx?id=3979http://www.allot.com/index.aspx?id=3979http://www.allot.com/index.aspx?id=3979http://www.allot.com/index.aspx?id=3841&returnUrl=http%3a%2f%2fwww.allot.com%2fResource_Center.htmlhttp://www.allot.com/index.aspx?id=3841&returnUrl=http%3a%2f%2fwww.allot.com%2fResource_Center.htmlhttp://www.allot.com/index.aspx?id=3841&returnUrl=http%3a%2f%2fwww.allot.com%2fResource_Center.htmlhttp://www.allot.com/index.aspx?id=3841&returnUrl=http%3a%2f%2fwww.allot.com%2fResource_Center.htmlhttp://www.allot.com/index.aspx?id=3979http://www.allot.com/index.aspx?id=3841&returnUrl=http%3a%2f%2fwww.allot.com%2fResource_Center.htmlhttp://www.allot.com/support.htmlhttp://www.allot.com/


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Creating a Log in for the Allot Support Area

To access our Allot Support Area, you will need a new log in and password. Heres how to get

one:

Figure 1: Customer Area and Resource Center Log ins

1. Go towww.allot.com/support

2. Enter your email address in the Dont have an Account? section. (Always log in withyour email address.)

3. Your password will be mailed to your email account.

This password can be used BOTH for the support area AND for the resource center. If youare an Allot Channel Partner, the password which you will receive will enable you to view anddownload items and collateral which are restricted to partners only.
http://www.allot.com/support#_blankhttp://www.allot.com/support#_blankhttp://www.allot.com/support#_blankhttp://www.allot.com/support#_blank


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How to Generate a Key

What keys do I need?As an Allot customer you will require 2 separate product keys in order to work with your Allotsolution

NE/SG Gateway Key. This key determines the features which are available on theproduct (e.g: Reporter, Port Redirection) and the bandwidth on which quality ofservice can be enforced. Every new NE or SG is shipped with the key preinstalled.The key is also recorded for your convenience in the Thank You Letter for the NEwhich is included in the packaging and is also sent to you by mail.

NX Key. This key determines the number of NE or SGs that can be managed by thisNetXplorer server, and the NetXplorer features which are activated (e.g: Accounting,Country Classification, NPP, SMP). The NetXplorer key is recorded in the Thank YouLetter for the NX. This letter is sent by email (for NX-HAP & SNX-SRV customers the

letter is also printed and included with the hardware). You will need to enter this keymanually after installing the NX software.

When do I need a new key?

You will need to generate a new key in either of the circumstances below:

You upgrade to a new NE/SG or NX software version AND the software releasenotes indicate that a new key is required

Your support contract is about to expire. If this is the case, you will be informed by acritical alarm in the NetXplorer GUI

You have a temporary key which is about to expire. Again in this case, you will beinformed by a critical alarm in the NX GUI.

When do my keys expire and what functionality is affected?

Permanent Keys:

Your NE/SG permanent key is synchronized to expire with the end of your NE/SG supportcontract. When this key expires, you will lose the ability to update your service catalog with

Allot Protocol Updates (APU). Other features (including QoS) will continue to function

Figure 2: Alarm - Permanent Device License is About to Expire

Your NX permanent key is synchronized to expire with the end of your NX support contract.When this key expires, you will lose the ability to use web updates (APU) and countryclassification.


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Temporary Keys:

NE/SG and NX temporary keys are not synchronized with your support contract. When theNE/SG or NX temporary key expires, product functionality will cease until you have entered anew key.

You can check the expiry date of your keys as follows:

NE/SG Key. Select the NE icon on the network tree of the NX, and from the Viewmenu, choose Configuration. Select the identification and key tab. You will see theNE/SG expiration date in the Activation Key Expiration field.

Figure 3: NetEnforcer Key Expiry Date

NX Key. From the Toolsmenu, select NX Application Server Registration. You willsee the NX key expiration date in the Key Expiration Date field.

Figure 4: NetXplorer Key Expiry Date

How do I generate a new key?

In order to generate a new key (for the NE, SG and NX), follow the procedure detailed in theknowledge base article below:

https://c.eu1.visual.force.com/apex/KB?KBID=7013150

How do I enter my new key?

Once a new key has been generated, you should enter it as follows:

NE/SG Key. Select the NE icon on the network tree of the NX, and from the View

menu, choose Configuration. Select the identification and key tab and enter thenew key in the Activation Key field. From the File menu, choose Save to save thekey.

NOTE: In some cases, on saving the new key, the NE or SG will require a reboot for thefeatures to be applied. In these cases you will see the system message below

Figure 5: System Message Reboot Required when Entering New Key
https://c.eu1.visual.force.com/apex/KB?KBID=7013150https://c.eu1.visual.force.com/apex/KB?KBID=7013150https://c.eu1.visual.force.com/apex/KB?KBID=7013150


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NOTE: During the NE/SG upgrade process, you will be requested to provide a new key.

NX Key. From the Toolsmenu, select NetXplorer Application Server Registration.Enter the key in the Server Registration Key field. Enter the serial number in theSerial Number field. Click the Save button.

NOTE: The serial number is the box number of the product you used to generate the key.

For managing a single unit, it will be the box number of the NE/SG.

For managing multiple units, it will be the box number of the SNX (starts with44X)


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How to Access Command Line Interface on Allot Products

The procedure for accessing command line interface depends on the Allot product being

used. In each case, the procedure for defining initial network settings is described in therelevant hardware guides. After initial network settings have been established, the device canbe accessed remotely and command line interface can be run as outlined below.

Non-AOS NetEnforcers (AC-400, 800, 1000 and 2500)

Open an SSH session to the NE.

To access the admin menu, log in as below:

Username: admin

Default Password: allot

To access the command line interface, log in as below:

Username: rootDefault Password: bagabu

SG-Omega

Open an SSH session to the IP address of the SG-Omega. This will give you access to theSGSV-110 blade (located in slot 14).

To access the CLI, log in as below:

Username: root

Default Password: bagabu

Subsequently you can access a simple troubleshooting menu, by entering the command

admin-menuFrom the SGSV-110 blade, you can access each of the other blades by opening a furtherSSH session to any of the internal IPs listed below:

Slot Blade IP

1 SGFP 11.11.11.10

3 SGFP 11.11.11.30

4 SGFP 11.11.11.40

5 SGFP 11.11.11.50

6 SGFP 11.11.11.60

7 SGBP 11.11.11.70

8 SGBP 11.11.11.80

9/10 SGCC 11.11.11.90 (Host)

11.11.11.91 (Target)

11/12 SGCC 11.11.11.110 (Host)

11.11.11.111 (Target)

14 SGSV 11.11.11.140

Table 1: SG-Omega Internal IP Addresses

After you have reached a blade on the SG-Omega, log in with username rootand passwordbagabuto access its command line interface.


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AOS NetEnforcers(AC-500, AC-1400, AC-3000, AC-5000, AC-10000)

Open an SSH session to the NE.

To access the command line interface, log in as below:Username: sysadmin

Default Password: sysadmin

The AC-10200contains multiple blades. When working with this product, you should open anSSH session to the master core controller which is installed in slots 2/3. From this CC-220blade, you can access each of the other blades by opening a further SSH session to any ofthe internal IPs listed below:

Slot Blade IP

1 SFC-200 11.11.11.70

2/3 CC-200 (Master) 11.11.11.20

4/5 CC-200 (Slave) 11.11.11.40

6 FB-200 11.11.11.60 (Processor 1)

11.11.11.61 (Processor 2)

11.11.11.62 (IPMC)

SMC 11.11.11.1

Table 2: Internal IP Addresses of AC-10200

After reaching a blade on the AC-10200, log in with username sysadminand passwordsysadminto access its command line interface.

NOTE: All the AOS CLI commands which are open to sysadmin users are contained in theCommand Line Interface chapter of the relevant hardware guides.

SG-Sigma

Open an SSH session to the IP address of the SG-Sigma. This will give you access to theswitch fabric controller located in slot 7 (SFC-A). To access the command line interface, log inas below:

Username: sysadmin

Default Password: sysadmin

From the SFC-A blade, you can access each of the other blades by opening a further SSHsession to any of the internal IPs listed below:

Slot Blade IP

1 SGSV-110 11.11.11.10

2/3 CC-220 11.11.11.20

4/5 CC-220 11.11.11.40

6 FB-200 11.11.11.60 (Processor 1)

11.11.11.61 (Processor 2)

11.11.11.62 (IPMC)

7 SFC-A 11.11.11.70

8 SFC-B 11.11.11.80


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9 FB-200 11.11.11.90 (Processor 1)

11.11.11.91 (Processor 2)

11.11.11.92 (IPMC)

10 SGCC or NSS 11.11.11.100

11 NSS 11.11.11.110

12 SGCC or NSS 11.11.11.120

13 NSS 11.11.11.130

14 BP-240 11.11.11.140

SMC 11.11.11.1

Table 3: Internal IP Addresses of SG-Sigma

After reaching a blade on the SG-Sigma, log in with username sysadminand passwordsysadminto access its command line interface.

NOTE: All the SG-Sigma CLI commands which are open to sysadmin users are contained inthe Command Line Interface chapter of the SG-Sigma hardware guide.

SNX-SRV

Open an SSH session to the SNX-SRV


Username: admin


SMP or Distributed Collector

Open an SSH session to the SMP or Distributed Collector machine


Username: admin


ServiceProtector

Open an SSH session to the ServiceProtector


Username: rootDefault Password: Allot$001

MediaSwift

Open an SSH session to the MediaSwift device.


Username: admin

Default Password:


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How to Change the Default PasswordIt is strongly recommended to change the default password on all Allot devices. The password

enables access to the device from anywhere on the Internet. Each Allot device should therefore beprotected with a unique password.

AC-400, 800, 1000, 2500

You can change the log in password on a Non-AOS NE for either the Admin user or the Monitoruser. The Admin user has access to all NE functions, while the Monitor user has read-only access.

On the AC-400, 800, 1000 and 2500 follow the procedure below:

To change the Admin User Password1. Log in to the NE using the admin user2. In the NE Setup Menu, enter 3 (Change password) and press . The Change

Password screen is displayed.3. Follow the onscreen instructions. Enter a new password and press . The

password must be between 5 and 8 characters. You can use a combination of upper and

lower case letters and numbers.4. Re-enter the password and press . If NE detects a simple password, a warning is

displayed on the screen.

To change the Root User Password

1. Log in to the NE using the rootuser2. Enter the command passwd3. Follow the instructions to enter a new root password

NOTE: During the NE/SG software upgrade procedure you may be requested to enter a newroot user password.

AOS Products

Log in to the device and enter the command passwdNOTE: With a Service Gateway this should be done on the SGSV-100 blade. With an AC-10200 this should be done on the master core controller.

This will enable you to change the password for the user level with which you have loggedinto the system.

ServiceProtector

Log in to the device and enter clito enter the top level CLI. Enter the command passwd (donot change the password from the LINUX shell)

Note the stringent password criteria. The password can be any of the following options: 8characters + 2 families; 7 characters + 3 families or 6 characters + 4 families. A family is

defined as small letters, capital letters (not including the first character), numbers or othersymbols.

MediaSwift

To change the password required to log in to the CLI, enter access user-password at the enabled CLI prompt, where is the new password for thenormal user.

To change the password required to access Enable mode, enter access enable-passwordat the enabled CLI prompt, where is the new passwordfor the enabled user.


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How to Upgrade Software

Upgrading NX. Full instructions for upgrading the NX can be found in the NX Installation and

Admin Guide:


Upgrading NX: Chapter 8 (Appendix)

Upgrading SMP.Full instructions for upgrading SMP can be found in the SMP User Guide:


Upgrading SMP: Appendix B

Upgrading NetEnforcer.Full instructions for upgrading NEs can be found in the relevant NERelease Notes (under NE Software Upgrade Procedure). All of the release notes can beaccessed from the S/W Versions tab in the Support Area.

https://eu1.salesforce.com/a0A?fcf=00B20000005JRHX

Upgrading ServiceProtector.

To upgrade a remote SP-Sensor to the latest version of the ServiceProtector softwarelocated in the local systems CD ROM Drive, enter the command below from the mainmenu on the SP-Controller: system upgrade Sensor

To upgrade the local SP-sensor to the latest compatible version of theServiceProtector software located in the local systems CD ROM Drive, enter thecommand below from the main menu: system upgrade cdrom

To upgrade the local system (sensor or controller) to the latest software version available on agiven URL, enter the command below from the main menu: system upgrade url

For upgrade procedures for Service Gateway and MediaSwift products, please [email protected]

Figure 6: S/W Versions Tab in the Support Area
https://c.eu1.visual.force.com/apex/KB?KBID=18415645https://c.eu1.visual.force.com/apex/KB?KBID=18415645https://c.eu1.visual.force.com/apex/KB?KBID=18415656https://c.eu1.visual.force.com/apex/KB?KBID=18415656https://eu1.salesforce.com/a0A?fcf=00B20000005JRHXhttps://eu1.salesforce.com/a0A?fcf=00B20000005JRHXmailto:[email protected]:[email protected]:[email protected]://eu1.salesforce.com/a0A?fcf=00B20000005JRHXhttps://c.eu1.visual.force.com/apex/KB?KBID=18415656https://c.eu1.visual.force.com/apex/KB?KBID=18415645


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How to Check Software and Hardware Versions

Check the model, software version and box number of the NE/SGYou can check the model of NE or SG that you are working with via the NX GUI or via theNE/SG CLI.

Via the GUI

Select the required NE/SG. From the viewmenu then choose configuration. Select theIdentification & Keytab.

The product model is detailed in the Activation Key Details section.

The Software version and box number are detailed in the IDs section

Figure 7: Identifying product details via NX GUI

Via the CLI

The same information can be obtained from the NE CLI. Log in to the NE using the rootusername and password. The following CLI commands will be of assistance:

boxkeypresents you with the serial number of the device

NOTE: This command is not applicable for the SG-Sgima.

actypepresents you with the installed software version

NOTE: On an AC-5000 or AC-10000 product you should run actype on the core controllerblade. On the AC-10200 this should be on the master core controller (installed in slots 2/3).On the SG-Sigma, you should run actype on the SGSV blade.

go config view key presents you with a range of system information, including theproduct model, activation key and its expiry date.


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Check the NetXplorer Software Version

You can check the NX software version by launching the GUI and selecting aboutfrom thehelpmenu.

Figure 9: NetXplorer Software Version

Checking Installed Protocol Pack Version

You can check the protocol pack version that is loaded on the NE/SGfrom the IDs section ofthe Identification and Keystab in the NE/SG Configuration dialog of the NX GUI.

AC402-13-99:~# go config view key

==== Product Key ====

Product Name AC-402/2M

Activation Key NE-123456BBBC78901ABB1234567890123456D

Key Expiration Date 23/03/2010

Functionality for Key Above :

Quality of Service enable

NetXplorer Reporter enable

Web Update enable

Bandwidth Capacity 2.00 Mbps

Figure 8: go config view key output


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Figure 10: Protocol Pack Version on NetEnforcer

You can check the protocol pack version that is loaded on the NX by selecting Networkin theconfiguration pane. From the viewmenu then choose configuration. Select the ProtocolUpdatestab.

Figure 11: Protocol Pack Version on NetXplorer


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First AidIn this section we will outline several checks that we recommend making before beginning

any troubleshooting procedure.

Verify Processes are Running

NetXplorer

On a Windowsbased NetXplorer Server, check that the NX Server service is running. This isdone by choosing Start>Control Panel>Administrative Tools>Services. The status of theNX service should be started.

Now check that the processes are running by pressing CTRL+ALT+DELand selecting TaskManager. The services you should see are listed below. If the NX Service status is notstarted or if any of the processes listed below are missing, you should restart the NXServer Service. This is done by right clicking on the NX Server service and then choosingstart.

NOTE: When opening the Task Manager tab, be sure to mark show processes from allusers as shown below.

On a Linuxbased NX Server, check that the NX Server service is running by entering

service netxplorer status. The expected output should be: is running. Now check that theservices are running by entering psef|grep opt you should then see a list of the processesas seen below. The services you should see are listed below.

Figure 12: Windows Task Manager Bar


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If the NX Server Service status is not is running or if any of the processes listed below aremissing, you should restart the NX Server Service. You should first stop the NX ServerService by entering service netxplorer stop. Then enter service netxplorer start.

You should expect to see the following NX Services:

Poller

Converter

Loader

ltc_poller

ltc_Loader

ltreducer (runs periodicallytherefore may not be seen)

manifest_manager (runs periodicallytherefore may not be seen)

KeeperService (swKeeper for Linux)

Dbsrv10 (3 instances)

ntpd (This process has a different location on Linux; when checking on a Linuxsystem, you should enter ps-ef|grep ntp)

java (This process has a different location on Linux; when checking on a Linuxsystem, you should enter ps-ef|grep java)

Verfiy Ports are Open

Certain firewall ports should be opened to ensure that all elements in an Allot solution can

communicate. The list of relevant ports can be found in the Knowledge Base Item below:



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Verify NTP Synchronization

It is important to verify that all Allot network elements (NE, SG, Distributed Collector, SMP

Server and NX) are synchronized to the same externalNTP server. Lack of timesynchronization typically causes problems such as reboots, missing data in graphs. It alsoleads to policy inconsistencies as data chunks sent from the NEs or SGs to the NX servermight be discarded when they arrive with inconsistent time stamps.

The procedure for enabling this synchronization can be found in the knowledge base articlebelow:



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Common Issues

Graph Opens with No DataWhat should you do if on opening a NX graph, no data is displayed as shown below?

This output indicates a problem with data collection. We recommend following the procedureoutlined below. After each step, try to re-open the graph:

1. Verify that all processes are running on the NX server. The procedure for doing thiswas outlinedabove

2. Verify all Allot network elements are synchronized to a single externalNTP server.The procedure for doing this was also outlinedabove

3. Make sure no antivirus software, system backup software or defragmentation toolsare running on the server. In case they are running, exclude the Allot/ Home folder.

4. Check the collection configuration via the NX GUI. Select the relevant NE or SG fromthe NX navigation tree. From the view menu, choose collection configuration. If youtried to open a long term reporting graph, check that Long Term Data Collection ischecked. Alternatively, if you tried to open a real-time monitoring graph, check thatReal-Time Data Collection and Short-Term Data Collection are checked.

5. Check if the NE or SG is sending the data which it collects in buckets. You can dothat by opening a new browser window.

For real-time monitoring data at 30 second intervals type:

http:///bucket/30/manifest(e.g:http://10.2.3.4/bucket/30/manifest).(NOTE: In AllotsAOS products real-time monitoring needs to be enabled bylicense).

For long-term reporting data at 5 minute intervals type

http:///bucket/300/manifest

The manifest is a list of the buckets that the NE/SG has created and that are waiting

to be sent to the NX. Refresh the page after few minutes, and make sure the list isupdated. If you see different numbers, this indicates that new buckets are beingcollected by the NE/SG and polled by the NX.

Figure 13: No Data in Graph
http://10.2.3.4/bucket/30/manifesthttp://10.2.3.4/bucket/30/manifesthttp://10.2.3.4/bucket/30/manifesthttp://10.2.3.4/bucket/30/manifest


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6. If everything seems to be in order and you are still not able to view graphs, pleaseopen a case [email protected] send us the NX & NE or SG snapshots asexplainedbelow.

Graph Output Shows Less Data than Expected

What should you do if on opening a NX graph, it shows data for a shorter time period thanyou had expected as shown below?

Figure 14: Less Data thank Expected

Note that for some distribution graphs, where the x axis represents a time period, and arelatively fine data resolution has been selected when setting up the graph, a scroll bar willappear at the bottom of the graph immediately above the date. Scroll across to view all of thedata for the time period selected.
mailto:[email protected]:[email protected]:[email protected]:[email protected]


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NetXplorer GUI Doesnt Open

What should you do if the NX GUI does not open and you receive an error message such as

the one shown below?

Figure 15: System Message - Unable to Open GUI

We recommend following the procedure outlined below. After each step, try to re-open theGUI.

1. If you have upgraded the NX server, the previous desktop icon will no longer work.Remove the desktop NX icon, and enter the IP address of the NX Server directly intoyour browser.

2. If you are accessing the NX server from a remote client, make sure all of the requiredports are open as outlinedabove. If port 80 is blocked for example, you will not beable to access the NX GUI. If the remote session fails, try to open the GUI directlyfrom the NX server itself.

3. Verify that all the NX processes are running as outlinedabove

4. Verify that no antivirus software, system backup software or defragmentation tools

are running on the server. In case they are running, exclude the Allot/ Home folder.

5. (Windows Server or Client Only). Clean the java cache. If the root cause of the issueis with Java, you can often solve it by clearing the Java Cache on the machine thatcannot access the NX, and then reinstalling JRE. Go to control panel and chooseJava. On the General tab, under Temporary Internet Files, click on delete and thenOK. This action will clear the java cache files. It will also remove the NX shortcut fromthe desktop. Open browser with NX server IP address (http://) andchoose the first option Install Java JRE First. Now launch the application.

6. (Linux Server Only). Verify that the host file is configured correctly. The procedure fordoing this can be found at:https://c.eu1.visual.force.com/apex/KB?KBID=4522161
https://c.eu1.visual.force.com/apex/KB?KBID=4522161https://c.eu1.visual.force.com/apex/KB?KBID=4522161https://c.eu1.visual.force.com/apex/KB?KBID=4522161https://c.eu1.visual.force.com/apex/KB?KBID=4522161


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NetEnforcer Front Panel LCD Is Stuck in System Loading

If the front panel of an AC-400 or AC-800 series product is stuck on system loading you

should refer to the knowledge base item below:


For an AC-1000/2500 device that is stuck in system loading you should refer to theknowledge base item below, which also includes the image files required when restoring theproducts:


NetEnforcer Front Panel LCD Displays

When an AC-1000 or AC-2500 unit goes into bypass mode, the LCD will display . First,verify that the bypass cable is well connected between the NE and its bypass. If the unit is notsupposed to be in bypass mode, reboot the NE by logging in as a root user and entering

ac_reboot

NetXplorer Alarm Reports Device in Rescue Policy

If you see a question mark icon on the NE or SG in the NX network tree this indicates thatthe device has deferred to its rescue policy. The rescue policy is the last known good NXpolicy. An alarm indicating as such will also appear in the NX alarm log and you will not beable to make any further policy changes until this is resolved.

The procedure for dealing with a device which has deferred to its rescue policy is indicated inthe KB article below:

https://c.eu1.visual.force.com/apex/KB?KBID=5013522https://c.eu1.visual.force.com/apex/KB?KBID=5013522https://c.eu1.visual.force.com/apex/KB?KBID=2850823https://c.eu1.visual.force.com/apex/KB?KBID=2850823https://c.eu1.visual.force.com/apex/KB?KBID=11305253https://c.eu1.visual.force.com/apex/KB?KBID=11305253https://c.eu1.visual.force.com/apex/KB?KBID=11305253https://c.eu1.visual.force.com/apex/KB?KBID=2850823https://c.eu1.visual.force.com/apex/KB?KBID=5013522


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The Next Step

How to Open a New CaseThere are two ways to open a new case

Via the Allot Support area

Log in to the allot Support Area:www.allot.com/support

Go to the cases tab and click on New Case. Fill in the form and click save.

Figure 16: Opening a new case from the Allot Support Area

NOTE: You will be able to attach files after saving the case.

Via Email

Send an email [email protected] the NE/SG serial number or box key in the emailsubject field. Make sure you dont add any other numbers in the subject field (such assoftware version numbers or product name)

The serial numberof the NE/SG is included in the Thank-You letter which is included withthe product. It can also be found on a sticker on the rear side of the unit.

The box numbercan be determined from the NX GUI or the NE/SG CLI by following theinstructions outlinedabove

How to Grant Remote Access

For guidelines on how to grant remote access to Allot Support, see the knowledge base itembelow:


How to Create and Send Snapshots

A snapshot is a zip file containing current and historical information on the status of an Allotproduct. This includes log files, policy information, operating system state, hardware status,and other information regarding the product. You can generate a snapshot for any of thefollowing products:

NetEnforcer

SG-Omega, or SG-Sigma
http://www.allot.com/supporthttp://www.allot.com/supporthttp://www.allot.com/supportmailto:[email protected]:[email protected]:[email protected]://c.eu1.visual.force.com/apex/KB?KBID=11304991https://c.eu1.visual.force.com/apex/KB?KBID=11304991https://c.eu1.visual.force.com/apex/KB?KBID=11304991mailto:[email protected]://www.allot.com/support


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NetXPlorer

SMP / Data Collector

ServiceProtector

For full instructions on how to generate snapshots, refer to the knowledge base item below:



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Appendix A: User GuidesBelow is a table of official Allot documentation. The title of each document is a clickable link to

download the document from the password protected Allot support area. Where the link is notavailable, please [email protected] access to the guide.

User Documentation Scope

NetXplorer Operations Guide GUI based operation, monitoring and policybuilding.

NetXplorer Installation & Administration Guide Installation of various solution components,monitoring collector administration, serverCLI, troubleshooting and administration.

NPP User Guide Instructions for the NPP administrator and

instructions for the end user which can becopied into an operators guide.

SMP User Guide Initial setup, integration with external systems(IPAS, OAS, PCRF etc), service planconfiguration, troubleshooting.

AC-400 Hardware Guide Hardware description, Connecting the NE,Configuring the NE, Redundancy, Specs

AC-800 Hardware Guide Hardware description, Connecting the NE,Configuring the NE, Redundancy, Specs

AC-1000 Hardware Guide Hardware description, Connecting the NE,

Configuring the NE, Redundancy, SpecsAC-2500 Hardware Guide Hardware description, Connecting the NE,

Configuring the NE, Redundancy, Specs

AC-1400 and 3000 Hardware Guide Hardware description, Connecting the NE,Configuring the NE, Redundancy, CLI, Specs

AC-5000 Hardware Guide Hardware description, Connecting the NE,Configuring the NE, Redundancy, CLI, Specs

AC-10000 Hardware Guide Hardware description (chassis and blades),Connecting the NE, Configuring the NE,Redundancy, CLI, Specs

SG-Omega Hardware Guide Hardware description & specs (chassis andblades)

SG-Omega Installation Guide Connecting and Configuring the SG-Omega,blade insertion, software installation andupgrade

SG-Omega Administration Guide SG-Omega CLI and Logs

SG-Sigma Hardware Guide Hardware description (chassis and blades),Configurations and growth path, Installingand configuring the SG, High Availability and

Asymmetric traffic, CLI, Specs

ServiceProtector Installation & Administration Guide Installation procedure, Essentialconfiguration, Notifications & filters,
mailto:[email protected]:[email protected]:[email protected]://c.eu1.visual.force.com/apex/KB?KBID=16547931https://c.eu1.visual.force.com/apex/KB?KBID=16547931https://c.eu1.visual.force.com/apex/KB?KBID=16547928https://c.eu1.visual.force.com/apex/KB?KBID=16547928https://c.eu1.visual.force.com/apex/KB?KBID=7012404https://c.eu1.visual.force.com/apex/KB?KBID=7012404https://c.eu1.visual.force.com/apex/KB?KBID=16547938https://c.eu1.visual.force.com/apex/KB?KBID=16547938https://c.eu1.visual.force.com/apex/KB?KBID=7012722https://c.eu1.visual.force.com/apex/KB?KBID=7012722https://c.eu1.visual.force.com/apex/KB?KBID=7012724https://c.eu1.visual.force.com/apex/KB?KBID=7012724https://c.eu1.visual.force.com/apex/KB?KBID=7012760https://c.eu1.visual.force.com/apex/KB?KBID=7012760https://c.eu1.visual.force.com/apex/KB?KBID=7012774https://c.eu1.visual.force.com/apex/KB?KBID=7012774https://c.eu1.visual.force.com/apex/KB?KBID=10977296https://c.eu1.visual.force.com/apex/KB?KBID=10977296https://c.eu1.visual.force.com/apex/KB?KBID=10977291https://c.eu1.visual.force.com/apex/KB?KBID=10977291https://c.eu1.visual.force.com/apex/KB?KBID=7536737https://c.eu1.visual.force.com/apex/KB?KBID=7536737https://c.eu1.visual.force.com/apex/KB?KBID=9633840https://c.eu1.visual.force.com/apex/KB?KBID=9633840https://c.eu1.visual.force.com/apex/KB?KBID=7012808https://c.eu1.visual.force.com/apex/KB?KBID=7012808https://c.eu1.visual.force.com/apex/KB?KBID=7012808https://c.eu1.visual.force.com/apex/KB?KBID=9633840https://c.eu1.visual.force.com/apex/KB?KBID=7536737https://c.eu1.visual.force.com/apex/KB?KBID=10977291https://c.eu1.visual.force.com/apex/KB?KBID=10977296https://c.eu1.visual.force.com/apex/KB?KBID=7012774https://c.eu1.visual.force.com/apex/KB?KBID=7012760https://c.eu1.visual.force.com/apex/KB?KBID=7012724https://c.eu1.visual.force.com/apex/KB?KBID=7012722https://c.eu1.visual.force.com/apex/KB?KBID=16547938https://c.eu1.visual.force.com/apex/KB?KBID=7012404https://c.eu1.visual.force.com/apex/KB?KBID=16547928https://c.eu1.visual.force.com/apex/KB?KBID=16547931mailto:[email protected]


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thresholds and troubleshooting

ServiceProtector Operation Guide GUI based operation, monitoring andanomaly analysis

MediaSwift Administration Guide Configuration, CLI, system monitoring andadministration

MediaSwift Operation Guide GUI based operation and traffic monitoring

Integration Guides SNMP,NX SOAP, SMP SOAPandAccounting InterfaceGuides. Plus a guide forintegrating services using the SG-Sigma.

Appendix B: Useful LinksBelow is a table of the knowledge base items referred to in this troubleshooting guide

Subject Link

How to Generate Keys via theWeb


How to Generate Snapshots https://c.eu1.visual.force.com/apex/KB?KBID=11304993

How to Grant Remote Access toAllot Support


Which firewall ports need to beopened?


Check all elements aresynchronized


What to do when AC-400/800 LCDis stuck at system loading


What to do when AC-1000/2500LCD is stuck at system loading


What to do when NX defers to itsrescue policy


How to verify that the host f ile wascorrectly configured (Linux)

https://c.eu1.visual.force.com/apex/KB?KBID=7012806https://c.eu1.visual.force.com/apex/KB?KBID=7012806https://c.eu1.visual.force.com/apex/KB?KBID=16548285https://c.eu1.visual.force.com/apex/KB?KBID=16548285https://c.eu1.visual.force.com/apex/KB?KBID=16548283https://c.eu1.visual.force.com/apex/KB?KBID=16548283https://c.eu1.visual.force.com/apex/KB?KBID=8388943https://c.eu1.visual.force.com/apex/KB?KBID=8388943https://c.eu1.visual.force.com/apex/KB?KBID=14123286https://c.eu1.visual.force.com/apex/KB?KBID=14123286https://c.eu1.visual.force.com/apex/KB?KBID=14123286https://c.eu1.visual.force.com/apex/KB?KBID=14123286https://c.eu1.visual.force.com/apex/KB?KBID=14123286https://c.eu1.visual.force.com/apex/KB?KBID=8388952https://c.eu1.visual.force.com/apex/KB?KBID=8388952https://c.eu1.visual.force.com/apex/KB?KBID=5537954https://c.eu1.visual.force.com/apex/KB?KBID=5537954https://c.eu1.visual.force.com/apex/KB?KBID=11304993https://c.eu1.visual.force.com/apex/KB?KBID=11304993https://c.eu1.visual.force.com/apex/KB?KBID=11304991https://c.eu1.visual.force.com/apex/KB?KBID=11304991https://c.eu1.visual.force.com/apex/KB?KBID=2588757https://c.eu1.visual.force.com/apex/KB?KBID=2588757https://c.eu1.visual.force.com/apex/KB?KBID=8814596https://c.eu1.visual.force.com/apex/KB?KBID=8814596https://c.eu1.visual.force.com/apex/KB?KBID=5013522https://c.eu1.visual.force.com/apex/KB?KBID=5013522https://c.eu1.visual.force.com/apex/KB?KBID=2850823https://c.eu1.visual.force.com/apex/KB?KBID=2850823https://c.eu1.visual.force.com/apex/KB?KBID=11305253https://c.eu1.visual.force.com/apex/KB?KBID=11305253https://c.eu1.visual.force.com/apex/KB?KBID=4522161https://c.eu1.visual.force.com/apex/KB?KBID=4522161https://c.eu1.visual.force.com/apex/KB?KBID=4522161https://c.eu1.visual.force.com/apex/KB?KBID=11305253https://c.eu1.visual.force.com/apex/KB?KBID=2850823https://c.eu1.visual.force.com/apex/KB?KBID=5013522https://c.eu1.visual.force.com/apex/KB?KBID=8814596https://c.eu1.visual.force.com/apex/KB?KBID=2588757https://c.eu1.visual.force.com/apex/KB?KBID=11304991https://c.eu1.visual.force.com/apex/KB?KBID=11304993https://c.eu1.visual.force.com/apex/KB?KBID=5537954https://c.eu1.visual.force.com/apex/KB?KBID=8388952https://c.eu1.visual.force.com/apex/KB?KBID=14123286https://c.eu1.visual.force.com/apex/KB?KBID=14123286https://c.eu1.visual.force.com/apex/KB?KBID=8388943https://c.eu1.visual.force.com/apex/KB?KBID=16548283https://c.eu1.visual.force.com/apex/KB?KBID=16548285https://c.eu1.visual.force.com/apex/KB?KBID=7012806


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www.allot.com [email protected]

Americas: 300 TradeCenter, Suite 4680, Woburn, MA 01801 USA - Tel: 781-939-9300; Toll free: 877-255-6826; Fax: 781-939-9393Europe:NCILes Centres d'Affaires Village d'Entreprises, 'Green Side' 400 Avenue Roumanille, BP309 06906 Sophia Antipolis,

Cedex France - Tel: 33 (0) 4-93-001160; Fax: 33 (0) 4-93-001165

Asia Pacific: 6 New Industrial Road, #08-01, Hoe Huat Industrial Building, Singapore 536199 Tel: +65-6283 8990 Fax: +65-6282 7280

Japan: Kanda Surugadai 4-2-3-301, Chiyoda-ku, Tokyo 101-0062 - Tel: 81 (3) 5297 7668; Fax: 81 (3) 5297 7669

Middle East & Africa:22 Hanagar Street, Industrial Zone B, Hod Hasharon, 45240 Israel - Tel: 972 (9) 761-9200; Fax: 972 (9) 744-3626

Appendix C: Useful CommandsBelow is a table of the commands referred to in this troubleshooting guide

Command Use Products

passwd Change root password All NE, SG and SP products

boxkey Displays serial number All NE products

actype Displays installed software version All NE and SG products

go config view key Displays product model, activationkey and expiry date

All NE and SG products

swgadmin -l Lists the processes running on thedevice

All non-AOS NE products

ac_reboot Reboots the NE (Note: To ensure agraceful reboot, you should use the

ac_reboot command and not thereboot command)


snapshot Creates a snapshot file All NE and SG products plusthe SMP and Collector

send_snapshot Creates a snapshot andautomatically uploads to Allots FTPserver


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