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Ruijie RG-Application Software Troubleshooting Cookbook (V1.1)

2020-02-15 View:


1.1       SMP

Q1: Database backup andrestore

The database backed up on theSecurity Management Platform(SMP) can be restored to the SMP of the sameversion. For example, you can restore the database that is backed up on2.63_EN_Build20151106 only to 2.63_EN_Build20151106.

Q2: Does it matter if alog4j error is displayed?

As shown in the following figure, the error marked in thered box does not affect the normal operation of the SMP. Such information isdisplayed during the startup of Tomcat.<0}

Q3: Can the SMP be connectedto a third-party NAS for web authentication?

The third-party NAS device should support the China MobilePortal 2.0 protocol. For example on a H3C switch, if the following command canbe run, it can be used to connect with an SMP.

The supported H3Cswitches include H3C WX3024, H3C WX5004, and H3C WX5510.

Q4: Can SMP supportintegrate with multiple third-party identity centers or AD domains?

For example, if both the Lightweight Directory AccessProtocol (LDAP) protocol and active directory (AD) domain exist, the SMPsupport integrate with only one of them. However, the SMP support integratewith multiple AD domain servers.

Q5: When adding users tothe SMP, the system indicates that the license is insufficient, and the SMPservice manager indicates that at most 0 online user is allowed.

This message is displayed when the Micro Dongle is notcorrectly used. The Micro Dongle of the SMP and SNC is the same in look and mayprobably be misused. If the SNC Micro Dongle is used by fault, the SMP MicroDongle can also be started, but the license displayed is incorrect.

Q6: What should I do if I forgot the passwordof the SMP admin?

Update T_ADMIN SETpassword='316901EEFC21AE17FE07B76BF922CF5C' where adminID='admin' In SMP2.63 and later versions, find thedata table “T_ADMIN” in the database “SMPDB”, and change the field of adminpassword to “316901EEFC21AE17FE07B76BF922CF5C”, and the password is reset to“111111111”. You can also run Update T_ADMIN SETpassword='316901EEFC21AE17FE07B76BF922CF5C' where adminID='admin' to resetthe password.

Q7: How to calculate the number of SMP authenticateduser?

SMP2.63 authentication calculates the number of online users. It has nothing to dowith the total number of created users, the number of allowed login times, andthe type of the used client.For example , if you purchase 50 licenses , 50concurrent online users are allowed.

Q8: Does an SMP QR code user occupy the license?

Q9: How to synchronize the passwords if the SMP is integrated with AD domainServer?

OnSMP 2.65 and earlier versions, the function "Learn new users passwordduring authentication" is enabled by default.

Eachtime when an AD domain user is authenticated, the user password is checked inthe AD domain. The password will be saved locally if the password check issuccessful. When the communications between the SMP and the AD domain isfaulty, the user password that is saved locally can be used for userauthentication.

If the local password of theSMP is changed, the password in the AD domain is not affected. Upon userauthentication, the password will be checked in the AD domain and saved to theSMP locally. If the password in the AD domain is changed, the new password ischecked in the AD domain when it is used for authentication, and synchronizedto the SMP. Given that Windows AD domain has a mechanism that can delay theexpiration of the previous password, the previous password can still be used ina period of time after the AD domain password is changed.

Q10: How does an SMP perform authentication when SMP is integrated withmultiple AD domains?

Usethe format domain name\user name or user name@domain name to performauthentication in the designated domain.


Q11: What are the keep-alive configurations for  SMP user in Webauthentication?

WiredWeb authentication user: It is recommended to enable the online statusdetection function for a wired Web authentication user (If the keep-alive pageof successful authentication is turned off , the user is forced offline inthree heartbeat periods).

ChooseAutentication&Authority > Portal Settings > HeartbeatDetection on Web-authenticated Users


WirelessWeb authentication user: Enable traffic keep-alive on the AC as recommended.

WS6108(config)#offline-detectinterval 10 threshold 100

Ifthe wireless data traffic is smaller than 100 bytes in 10 minutes, the wirelessuser is considered as offline.

Q12: Why Are 802.1x Authenticated UsersDisconnected from the Network Immediately After They Go Online?

Fault symptom: A wireless 802.1x authentication device is associated with theSecurity Management Platform (SMP). After a user goes online on the SMPsuccessfully, the user is disconnected from the network immediately. Theprompts displayed on the AP show that the user goes offline actively becausethe four-way handshake fails.

Possible causes: Check authentication information on the SMP. No exception isfound. Captured packets indicate that the authentication type configured on theAC is inconsistent with that on the SMP. The root cause is that wired 802.1xauthentication is selected on the SMP.

Q13: The SMP Service of Version 2.63EnFails to Be Started Normally

Customer: UITM in Malaysia

Symptom: The logs as shown in the followingfigure show that the SMP service has been started.

Users fail to log in to the Web UI of theSMP and the user authentication fails.

Cause: About 2000 UITM users apply forauthentication. The SMP service may fail to be started normally if there are alarge number of authentication packets before start-up of the SMP service.

Perform the following operations to rectifythe fault:

1. Access the installation directory of theSMP, collect the log folder and the run.log file, and submit them to theTechnical Assistance Center (TAC).

2. Stop the SMP service.

3. Enable the firewall that comes withWindows, edit rules, and block TCP port 80 (user authentication port).

a. Enable the firewall.

b. Click Advanced Settings. In the Actionsdialog box, select New Rule from the Inbound Rules from thedrop-down list and edit a new rule for blocking TCP Port 80.


4. Start the SMP service.

5. Disable the firewall.

Q14: Hardware Information Fails to BeCollected After the SMP Service of Version 2.63 Is Deployed

Fault description: Hardware informationfails to be collected after the SMP service is newly deployed, as shown in thefollowing figure.

Solution: Install the patch (Release Notesfor RG-SMP_2.63_EN_Build20151106 to rectify this fault. Ensure that all filesare replaced. Otherwise, a license error will occur. In addition, installrelevant patches.

Q15: What Will Happen After the TestDongle of the SMP Is Inserted into the SNC?

The dongles of the Smart Network Commander(SNC) and SMP are completely the same in appearance and are both red.

If the test dongle of the SMP is insertedinto the SNC mistakenly, the SNC service can be started normally. However, whenthe homepage of the SNC is opened, the homepage is stuck and a prompt,indicating that the SNC is not responding due to a long-running script, is displayed,as shown in the following figure.

Q16: What Do I Do When a Fault OccursAfter the SMP and AD Domain Controller Are Associated?

1. Fault Symptom

The SMP and Active Directory (AD) domaincontroller are associated. The authentication will fail when a user logs in byusing an AD account and the following prompt is displayed in the authenticationlogs of the SMP:

The password of the computer RG-SMP-SERVERis incorrect.

2. Possible Causes

When the SMP and AD domain controller areassociated, the PC account of the RG-SMP-SERVER needs to be added to the ADserver. Otherwise, the SMP fails to associate with the AD domain controllernormally.

3. Troubleshooting

Perform the following step to add the PCaccount of the RG-SMP-SERVER to the AD domain controller.

This step is a difficult step in deploymentof the AD domain controller association because it involves the domainadministrator or domain management account. There are three methods ofregistering a PC name and changing the password. Select a proper method basedon the OS version of the deployed domain controller. Method 1 is applicable toWindows 2008 and later versions, method 2 is applicable to Windows 2003 andlater versions, and Method 1 or method 2 is recommended.


Deployment Mode

Domain Controller Type

Deployment Key Point

Recommendation Level

Method 1

A domain administrator creates a PC account and changes the PC password on the tool provided on the domain controller.

Windows 2008 and later versions (this method is applicable only to domain controllers of Windows 2008 and later versions. The ADSIEdit.msc tool is unavailable on Windows 2003, and the PC password cannot be changed even if the patch is installed).

1. Apply to the domain administrator for a common domain user account for SMP and AD domain controller association, for example, smpadmin/ruijie_2014.

2. Apply to the domain administrator for a PC account, for example, RG-SMP-SERVER.

3. Instruct the domain administrator to change the registered PC password on the ADSIEdit.msc tool provided on the domain controller. Note that the changed password needs to be consistent with the password of the association account (smpadmin).


Method 2

The domain administrator creates a PC account on the domain controller and asks a common user to change the password.

Windows 2003 and later versions

1. Apply to the domain administrator for a common domain user account for SMP and AD association, for example, smpadmin/ruijie_2014.

2. Apply to the domain administrator for a PC account. During registration, when selecting the option that the following users can add the PC to the domain, add the preceding common domain account smpadmin.

3. On any PC added to the domain (or add SMP to the domain), use the approved common domain user account to log in to the device and run the .vbs script for changing the PC account password. The entered password needs to be consistent with the password of the associated account (smpadmin) during script running.


Method 3

The domain administrator creates a PC account and runs a script to change the password on the domain controller.

Windows 2003 and later versions

1. Apply to the domain administrator for a common domain user account for SMP and AD association, for example, smpadmin/ruijie_2014.

2. Apply to the domain administrator for a PC account for registration on the account controller.

3. Instruct the domain administrator to run the .vbs script for changing the PC account password on the domain controller. The password entered during script running needs to be consistent with the password of the association account (smpadmin).

Not recommended

Q17: How Do I Modify the Welcome Logo forWeb Authentication?

Background: The SMP of the oversea editionallows users to customize the background picture, but not the welcome logo. Ifthe welcome logo needs to be modified, the relevant file needs to be modifiedon the SMP server.

The following figure shows the operationsteps.

Login Page.pngView.png

Q18: What Do I Do When the Prompt"smp_access_ip_used_by_online_user is used by the user" Is Displayed?

Fault symptom: The prompt "smp_access_ip_used_by_online_user is used by theuser" is displayed in the authentication failure log on the Web page ofthe SMP. The address that reports the error is checked and it is found that theaddress is occupied by an online user (the online duration is long).


1. Check whether multiple DHCP serversassign the same IP address. (Ensure that the communication is normal, ping theonline user to check whether the user is actually online.)

2. After checking that the user is actuallyonline, check the configuration on the Network Access Switch (NAS) and SMP.

NAS configuration: Check the update periodon the AC:

WS6008(config)#offline-detect interval 15threshold 0       This command indicates that auser is forced to go offline when there is no traffic of the user within 15minutes (8 hours by default).

WS6008(config)#aaa accounting  updateperiodic 5    This command indicates that the accounting updateperiod is 5 minutes by default.

Configuration on the Web page of the SMP:Check the user heartbeat detection interval.

1. If a non-SA client is used forauthentication, the accounting update mechanism is adopted to keep online usersalive. Enable the accounting update function on the device of the non-Ruijiesecurity agent client and set the accounting update period to be consistentwith the online heartbeat interval of the user.

2. If an SA client is used for 802.1xauthentication, the heartbeat mechanism is adopted to keep online users alive.If the system fails to receive a heartbeat notification from an online userwithin three consecutive online heartbeat periods, the system considers thatthe user is offline and clears the user information.


The preceding figure shows an example ofincorrect configuration. User Online Heartbeat Period is set to 1200minutes, indicating that a user is forced to go offline after the systemfails to receive a heartbeat notification from the user within three such periods(that is, 60 hours).


Q19: How Do I Rectify the Fault That a CACertificate Error Is Prompted Before 802.1x Authentication Is Performed on aUser?

1. Fault Symptom

A CA certificate error as shown in thefollowing figure is displayed when 802.1x authentication is performed on auser.

2. Possible Causes

1. Disable 802.1x authentication. Checkwhether the connection is successful and whether an address can be obtained.Ensure that the network can be connected normally.

2. Use a mobile phone to perform 802.1xauthentication.

3. Check the system status of the SMP andcheck whether prompts such as CA certificate expiration are displayed.

4. If no exception is found in Steps 1-2.Import the latest CA certificate for authentication.

Q20: What Do I Do When the PC Username onthe Domain Controller for Authentication Is host/xxxx.xx?

Scenario Description:

Acustomer uses an AC to associate with the SMP and uses an AD domain controlleras the authentication server. All PCs in the customer scenario are added to thedomain controller, and PC usernames used for login are already added to thedomain controller group and synchronized to the SMP server. (The domaincontroller group and members are already configured.)

Customerexpectation: PC users log in from the Windows PC and click Wi-Fi to connect tothe wireless network. The users do not need to enter the usernames orpasswords, and the PCs automatically use the Windows credential forauthentication.

Fault Description:

After most PCs served by the domaincontroller are connected to the wireless network associated with the domaincontroller, two errors as shown in the following figures occur. (When a PCattempts to connect to the wireless network multiple times, the user sometimescan use the username to log in successfully, for example, the username is KINGSLEY\shamundeswary.)


See the domain controller settings.


In the domain controller settings, Windowsusers are configured to use their hostnames by default instead of theirusernames to send authentication information.

In addition, run the gpupdate /forcecommand on the CLI to update the group policy.

Q21: What Do I Do When the System Givesno Response After a User Enters the Username and Password and Clicks Log In onthe Web Management Page?

Symptom: A user accesses the Web managementpage of the SMP, for example, the user enters in the address box of browser. Then, the user enters the defaultusername and password (admin and 111111111), and clicks Login.The system does not respond.

Cause: The compatibility mode is disabledon the browser. Perform the following operations to enable the compatibilitymode (note that some PCs support user login even if the compatibility mode isdisabled).

1. The following uses Internet Explorer 10as an example. Enable the compatibility mode and add the address of the SMPserver to the compatibility mode range.


Note: If the fault persists, run the netstat-ano | findstr 8080 command on the SMP server to check whether Port 8080 isoccupied.

Q22: How Do I Do When the SMP ServerNeeds to Be Modified to Support the Chinese Coding Mode?

Log in to Windows 2008, choose ControlPanel > Clock, Language, and Region > Change Display Languageand perform operations as shown in the following figure.


1.2       SNC

Q1: How to log in to the MySQL database?

Onthe SNC server, open the command prompt and enter the default installationdirectory C:\Program Files\MySQL\MySQL Server 5.1\bin (change thedirectory based on practical conditions), and run mysql -uroot -padmin-P3307. Log in to the MySQL using the user name root, password admin,and port No.3307, as shown in the figure below:

Q2: How can I restore the password for the SNCadmin if I forgot it?

Onthe SNC server, open the command prompt locally, and enter the directory C:\ProgramFiles\MySQL\MySQL Server 5.1\bin. Run mysql -uroot -padmin -P3307 tolog in to the MySQL, and run the following two commands:


updatet_security_app_user set password = '21232f297a57a5a743894a0e4a801fc3' where id= 1;

If amessage Query OK is displayed, the password has been restored to thedefault one, namely admin. If the information marked in red boxes in thefollowing figure is displayed, the configuration is successful.


Q3: How to backup and restore the MySQLdatabase of SNC?

TheSNC database is saved in the database folder under the SNC installationdirectory, but not in the MySQL installation directory.

Disablethe SNC Service first, backup the entire database folder under the SNCinstallation directory, and replace the original database folder forrestoration.

Note:Ensure that the versions of the SNCs are the same. For example, the databasesaved on SNC_2.30(p2)_EN_Build2015121 can be restored only toRG-SNC_2.30(p2)_EN_Build20151211.

Q4: The SNC service is started normally and thelogin page is displayed normally, but the system freezes up when the user nameand password are entered.

Ifthe SMP micro dongle is used, the SNC service can also be started, but thelicense displayed is incorrect. The SNC Web management page can be displayed,but the system freezes up when the user name and password are entered.

Q5: The SNC server cannot be started and isstuck on the Web Service Starting screen.

1).Check whether the firewall is disabled.

2).Check whether multiple network interface cards are used and disable theunwanted ones.

3).Check whether MySQL services in the system is enabled; if not, enable theservices manually.

4).Check whether the MySQL Port 3307 of the database is occupied.

5) Checkwhether ports snmp(udp161), tftp(udp69), syslog(udp514), and tcp8088 areoccupied.

6)Check whether theconfigurations of the hardware meets requirements, for example, whether thememory is too small.

7).Choose Web Service > Log Collect to collect the logs andreport it to Ruijie post-sales department.

Q6: The Device type isdisplayed as Unknown and no panel figure is displayed.

Thefault may be caused by the following issues:

1.The Simple Network Management Protocol (SNMP) and Telnet templates areconfigured incorrectly.

Checkwhether the SNMP and Telnet templates are correct.

2.The SNC is unreachable for the device.

Checkwhether the SNC server and the device can be pinged.

3.The device model is not supported by SNC and a customization is required.

a.Choose Device > Select a device > Basic Info, andobtain the SysOID.

b.Provide the device model and panel figure.

c.Report the information to Ruijie, and we will customize the panel based onpractical conditions.

Q7: Does the SNC support thedevice of 3rd Party manufacturers?

TheSNC manages a device using the SNMP and Telnet. The devices from othermanufacturers should support the SNMP and Telnet. The SNC supports the standardrequest for comments (RFC) management information database (MIB). However, theSNMP may vary with different manufacturers, and the MIB may not fully conformto standards (some manufacturers may realize the functions supported by astandard MIB in a private MIB). Therefore, the functions vary with differentdevices.

Q8: What is the update interval for thedifferent modules on SNC?

1).For the devices that are added to the monitored device list and are displayedin Top N utilization on the SNC Home Page, the update interval is 5 minutes andsuch interval cannot be changed.

2).For the devices that are added to the real-time monitored device list, theupdate intervals of the monitoring indicators can be changed, and it impactsthe intervals of the single device view and all view . It doesnot impact the Top N utilization on the SNC Home Page.

3.For Topology , The update interval 1 min and cannot be changed. If an alarm,for example, a link down alarm, is generated in the update interval, the SNCwill not upgrade the status of the topology link immeditely unless you clickthe synchronization button manually. The SNC will perform the updated statusafter 1 min interval.

Q9: There is no responding whentelnet device via SNC.

1).This fault is caused when the safety strategy of the Internet Explorer (IE)forbids the direct calling of Telnet in the IE. In this case, you can changethe registration table by copying the following content to the notebook, saveit as a .rag file, and double click it to run the file.




Ifthe fault persists, proceed to Step 2.

2).Install SecureCRT on the PC, and choose Options > Global Options> Web browser to set SecureCRT as the default Telnet program, and tryto telnet again.

Q10: Can the SNC monitor and manage the serveror PC client?

TheSNC can  discover and display a terminal device in a topology, but canonly display the basic information.

Youneed to enable the SNMP service on the server or PC, and configure thecorresponding community string.

Q11: HowDo I Locate Common SNC Faults?

Service Faults

The Device IsUnreachable over SNMP and the Device Information Cannot Be Obtained

1. TheSNC and device cannot ping each other.

Countermeasure: The network malfunctions.Ask the customer to help rectify the fault.

2. SNMP Port 161 is blocked by thefirewall. Use the MIB tool to check whether the port is actually blocked by thefirewall.

Countermeasure: The fault is caused byenvironment settings. Ask the customer to help rectify the fault.

3. No SNMP community string is configuredfor the device.

Countermeasure: Run the following commandon the device (the command uses the community string public as anexample): snmp-server community public rw

4. The SNMP community string configured onthe device is inconsistent with the SNMP template on the SNC.

Countermeasure: Set the SNMP communitystring on the device so that it is consistent with the SNMP template on theSNC.

When SNMPConnection Is Reachable, the Device Model Cannot Be Identified and Unknown IsDisplayed

1. The device model is not embedded. ChooseDevice > Device Model to check whether the model can be found.

Countermeasure: Choose Device > DeviceModel and add this model. You can check the sysoid on the device detailspage.

2. When the device is added, an incompleteMIB is obtained.

Countermeasure: Access the device detailspage and click Synchronize.

3. The device MIB is not implementedcorrectly. Access the device details page and check whether sysoid is set to avalue..

Countermeasure: Reachout to us on Skype (Skype account at any timefor assistance.


The CLI ShowsThat the Device CPU Usage, Memory Usage, and Temperature Are Low but aThreshold Exceeding Alarm Is Generated on the SNC

For all faults that information on the SNCis inconsistent with that on the CLI, rectify the faults as follows and use theMIB tool to obtain the oid value:

1. The value returned by the MIB tool isalways high. Use the MIB tool to obtain the oid values of the CPU, memory, andtemperature for verification.


Memory OID:.

Temperature OID in sequence: /

Countermeasure: Reach out to us on Skype (Skypeaccount at any time for assistance.

2. The CPU usage, memory usage, andtemperature soar instantaneously but the values returned by the MIB tool arewithin the normal range. Start packet capture on the SNC server to capture SNMPpackets. Determine the observation period based on the fault occurrencefrequency and analyze the SNMP packets that are captured in the observationperiod to check whether the CPU usage, memory usage, and temperature soarinstantaneously.

Countermeasure: None. It reflects the realstatus of the device. If the alarm can be ignored, you can cancel performancemonitoring of the device.

The Device Is Reachable but an Unavailability Alarm IsReported on the SNC

1. It is true indeed that the device isunreachable at sometime. Capture ICMP packets on the SNC server forverification and determine the observation period based on the alarm occurrencefrequency.

Countermeasure: Ask the customer to locateand rectify the network fault. If the alarm can be ignored, you can enable thedevice not to generate the unavailability alarm in the alarm event.

Failure to Backup Configuration

1. The telnet template is configuredincorrectly.

Countermeasure: Change the telnet templateparameters to be consistent with actual parameters.

2. The network does not work properly. Runthe following command on the device for verification: copy flash:config.texttftp://SNC-IP/a.text.

Countermeasure: Ask the customer to rectifythe network fault.

3. The device model is unknown.

Countermeasure: Connect the device to theSNC over SNMP successfully. If the device cannot be identified yet, manuallyadd the device model.

4. The device name contains specialcharacters such as #.

Countermeasure: Remove special characterssuch as #.

The Topology Is Incomplete

1. Key devices (core device or convergencedevice) are not included for management.

Countermeasure: Configure an SNMP communitystring for the key devices, and enable device auto-discovery so that the keydevices could be managed.

2. The Complete L2 switch info.option is not selected.

Countermeasure: Telnet to many devices toensure that the devices (all managed devices) are reachable, enable topologydiscovery, and select the Complete L2 switch info. option.

No Syslogs Are Generated

1. There is no relevant log serverconfiguration on the device.

Countermeasure: Make relevantconfiguration.

2. Capture syslog packets on the SNC tocheck whether syslog packets are filtered out by the firewall.

Countermeasure: Modify the firewallpolicy..

System Faults

A Prompt, Indicating That Hardware InformationVerification Fails, Is Displayed When a License File Is Imported, or a Prompt,Indicating That the Hardware Code Is Inconsistent with the Current Device, IsDisplayed When the Web Service Fails to Be Started

1. The device whose hardware information iscollected, is not the machine, into which the license file is imported.

Countermeasure: Use the current server tore-collect hardware information and go through the file license applicationprocess.

2. The license file of another server isimported.

Countermeasure: Import the license file ofthe current server.

3. The version of the device whose hardwareinformation is collected, is incompatible with the version of the device, intowhich the license file is imported. For example, the version of the devicewhose hardware information is collected is vmotion whereas the version of thedevice, into which the license file is imported, is a universal version.

Countermeasure: If the version of thedevice whose hardware information is collected is not an expected version,install the expected version and re-collect hardware information. Therefore, gothrough the SNC server change process. If the version of the device whose hardwareinformation is collected is an expected version, uninstall the current version,install the correct version, and import the license file.

4. The hardware information is changedduring hardware information collection and license file importing.

Countermeasure: For a common version, thisfault occurs when the main board, hard disk, or NIC is changed. In this case,reapply a license in the scene of host change and re-collect hardwareinformation.

For the vmotion version, this fault occurswhen the OS is re-installed (regardless of whether the OS of the physicalmachine or virtual machine is installed). In this case, reapply a license in thescene of host change and re-collect hardware information.


The Web Service Fails to Be Started

1. The memory is insufficient.

Countermeasure: Increase the memory toensure that the minimum memory is 4 GB.

2. In case port conflict occurs, enable allports, including the Web service port 8088 /TFTP port 69 /trap port 162 /syslogport 514/tomcat port 8080. Move the cursor over the Web service. A conflictprompt should be displayed. If no prompt is displayed, use the port viewer toolto locate and rectify the fault. For example, if Port 8080 conflicts, there isa high possibility that two java.exe files are found in the process.

Countermeasure: Uninstall the software thatcauses the conflict, change the port ID for the software, and disable relevantservices.

3. This fault occurs in an upgradescenario. The database of an earlier version is used for replacement orrestoration after an upgrade.

Countermeasure: Data of the earlier versionis inherited after the upgrade and no manual intervention is required. Use thedatabase that is not manually intervened after the upgrade.

4. A version is newly installed and thedatabase of an earlier version is used for replacement or restoration.

Countermeasure: Use the database of theversion that is newly installed, to complete configuration and deployment.

5. The imported file license is lost, forexample, there is wlan-license-100 but the WLAN license component islost.

Countermeasure: The required licenses arenot completely purchased or the license may be lost. Retrieve the completelicense file and then import it.

The Web Service Automatically Stops for No ReasonDuring System Running

1. Virtual machine migration occurs but acommon version is installed, and the file license fails.

Countermeasure: Install the vmotionversion, go through the host change process, and re-apply for the license file.

2. The test license expires.

Countermeasure: Contact local after-salesengineers to renew the license or purchase the formal license.

The MySQL Service Fails to Be Started and Error 1067Is Reported When the Service Is Manually Started

1. The database is damaged because of anabrupt power failure of the server or other causes.

Countermeasure: Perform the following stepsto restore device information. Other data needs to be re-configured. Beforeperforming these operations, negotiate with the customer first.

A. Stop the MySQL-SNC service. Access the SNCinstallation directory and open the \mysql\my.ini file, add innodb_force_recovery=6(if the database cannot be opened, set it to 1-5 in sequence for testing) tothe end of the file. Then, start the MySQL-SNC service.

B. Install navicat and run the followingcommand to configure a database connection: localhost 3307 root admin.

C. . Right-click the et_telnet_tmpland et_snmp_tmpl tables and choose Dump SQL File from theshortcut menu to back up the et_telnet_tmpl and et_snmp_tmpltables.

D. Open the et_device table, openthe asset import template, and enter IP addresses in the Device IPcolumn in the template, and enter the SNMP template name and Telnet templatename (can be found in et_telnet_tmpl and et_snmp_tmpl)corresponding to snmptmpl_id and telnettmpl_id in the snmp\telnettemplate in the asset template.

E. Uninstall and then re-install the SNC.Start navicat, restore the et_telnet_tmpl and et_snmp_tmpltables, and then import the edited asset template.

A Lot of Accessed Web Pages Are Abnormal, the WebService Is Abnormal, or the Web Service Is Always Starting

1. The disk where the SNC installationdirectory is located is fully occupied.

Countermeasure: Expand the disk, clearunnecessary files, or re-install the SNC to a disk with sufficient space.

2. The MySQL service is abnormal. Accessthe OS management tool and check whether a large number of errors are generatedfor the MySQL service in the event manager.

Countermeasure: Refer to the case thaterror 1067 is reported when the MySQL service is started.

When a License File Generated by the Dongle IsImported After a Host Change, a Prompt Is Displayed, Indicating That No DongleIs Inserted and the License File Cannot Be Imported

1. The license process is not performed inthis scenario.

Countermeasure: Copy the license file tothe SNC installation directory \snc\WEB-INF\classes\ and then start theWeb service.


1.3       SAM

Q1: WhatAre Precautions When 802.1x Authentication Is Conducted Using the SAM+ Systemand Wireless Device?

When the authentication client that comeswith Windows is used for 802.1x authentication, Access Control must beset to Smart Device Access in the SAM+ system. Otherwise, authenticationfails.

Q2: What Are the Steps of Setting theAuthorization QR Code?

1.     Create a Guest Guarantor.

Choose System > Guest Modefrom the main menu to access the Guest Authentication Setup page. Click AddGuest Guarantor Ranking to create a Guarantor.


2.     Set the self-service privilege.

Choose Security > Self-servicePrivilege from the main menu to access the Self-service Privilegepage. Click Add to add a user self-service permission.

Select Guest QR-code Application in AvailableFunctions.

3.     Create a user.

Choose User > User Managementfrom the main menu to access the User Management page. Click CreateAccount to add a user.

In Basic Information, select thecreated self-service permission and guarantor ranking.

4.     Generate an authorization QR code.

Enter the self-service platform address http://xxx.xx.xx.xx:xxxx/selfservice/ in the address box of the browser, and then enter the createdusername and password for login.

Click Guest on the user home page.

Click Generate in the displayed GuestAuthentication Management dialog box.

Set authorization QR code parameters andthen click Submit.

The QR code is generated successfully, asshown in the following figure.



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