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Troubleshoot Router Problems


If you need additional help to solve a router problem, contact Cisco dCloud Support for help.


Troubleshoot dCloud Router Configuration Tool Issues

When you run the dCloud Router Configuration Tool, an endpoint.log file is created in the same directory as the tool to capture all configuration process output. If you encounter an issue while running the tool that you are unable to resolve with the information below, contact Cisco dCloud Support and include the log file.

Table 1. Error Messages

Error Message or Issue Cause Solution
error message

Another application is accessing the router.

The connection settings are incorrect.

Close any application that is accessing the router.

Check the connection settings you entered and correct them if incorrect.

error message An invalid configuration file was selected. Check the configuration file path name, correct the path if incorrect, and make sure the file is in the path location.
error message Varies.

Contact Cisco dCloud Support and include the configuration log file (will be in the same folder as the extracted configuration files).

Restart your router to reset the configuration to last successful saved state.

error message Physical cable connections may be loose or the drivers for the console cable or adapter must be installed or updated.

Verify that all physical cable connections are fully tightened.

Verify you have the latest drivers installed for the console cable or adapter (see the cable manufacturer’s instructions for details).

error message Router already configured.

Reset your router to erase existing router configurations and set the router to its default configuration.

After the router reset, retry the dCloud router configuration.


Check Connection between Router and Session

If you add your router to a session but think the router is not connecting to the active session, you can check the router connection to dCloud and the VPN tunnel required for router-session communication.

These checks work only after the session is active for 10 minutes or more, because the VPN tunnel can take up to 10 minutes to become fully operational after a session is active. If either check is not successful, contact Cisco dCloud Support for help.

  1. On your laptop, start the terminal emulator program and use it to connect to your router command line interface (CLI).
  2. If prompted for a username and password, enter nothing and press Enter to bypass the prompts. Routers configured for dCloud can be accessed directly without credentials.
  3. In privileged mode, enter the ping command to send network traffic to a dCloud-based server to confirm that the router is connecting to dCloud:

    router> enable  [Starts privileged mode; prompt changes from router> to router#]
    router# ping source vlan 10 repeat 20  [Pings a dCloud-based server 20 times]
    Type escape sequence to abort.
    Sending 20, 100-byte ICMP Echos to, timeout is 2 seconds:
    !!!!!!!!!!!!!!!!!!!! [Exclamation marks indicate successful pings and a working connection] 
    Success rate is 100 percent (20/20), round-trip min/avg/max = 20/25/40 ms
    router#  [Stops at router command prompt]

  4. Confirm that the Cisco Easy VPN IPsec tunnel required for router-session communication is established between the router and dCloud:

    router# show crypto ipsec client ezvpn  [Displays information about the Easy VPN IPsec connection] 
    Easy VPN Remote Phase: 8
    Tunnel name : ToDemo  [ToDemo is the expected VPN tunnel name for the connection to a dCloud session]
    Inside interface list: BVI1, BVI101, Vlan10, Vlan100
    Outside interface: GigabitEthernet0
    Connect : ACL based with access-list acl-vpn-initiate
    Current State: IPSEC_ACTIVE  [Confirms that the VPN tunnel is established]
    [Several lines of output follow]
    Current EzVPN Peer: (cTCP encapsulated)  [dcloud-* is the expected dCloud VPN peer]
    router#  [Stops at router command prompt]

  5. Log off of the router:

    router# exit [Exits privileged mode and ends the session]
    [Several lines of message output appear as router CLI exit operations complete]        
    Username: [Stops at router login prompt] 

  6. Close the router CLI window on your laptop to end the terminal emulator program and the serial connection.
  7. Keep the router powered on and connected to the Internet for use with dCloud sessions.


Split DNS Feature Not Working on 1811W and 1861 Routers

If your 1811W or 1861 router is not upgraded to the recommended Cisco IOS version, the split DNS feature may not work properly. As a workaround to upgrading the router, use the IP address instead of the DNS names in session URLs.