Troubleshooting and Limitations

This section describes troubleshooting for the Network Delay monitor.

If monitoring is unsuccessful and Performance Center cannot locate the source or destination machines, make sure that the specified machines are available to your machine. Perform a "ping" operation. At the command line prompt, type Ping server_name.

To check the entire network path, use the trace route utility to verify that the path is valid.

For Windows, type tracert <server_name>.

For UNIX, type traceroute <server_name>.

If the monitoring problem persists once you verify that the machines are accessible and that the network path is valid, perform the following procedures:

  1. If you are using the TCP protocol, run <performance center root folder>\bin\webtrace.exe from the source machine to determine whether the problem is related to the Controller, or the WebTrace technology on which the Network Delay monitor is based. If you are using the UDP or ICMP protocols, the problem must be related to the Controller and not WebTrace, since these protocols are not WebTrace technology-based.

  2. If you receive results by running webtrace.exe, the problem is related to the Controller. Verify that the source machine is not a UNIX machine, and contact the Customer Support Web site with the following information:

    • the Controller log file, drv_log.txt, located in the temp directory of the Controller machine.

    • the traceroute_server log file, located on the source machine.

    • the debug information located in the TRS_debug.txt and WT_debug.txt files in the path directory. These files are generated by adding the following line to the [monitors_server] section of the <performance center root folder>\dat\mdrv.dat file, and rerunning the Network monitor:

      ExtCmdLine=-traceroute_debug path

  3. If you do not receive results by running webtrace.exe, the problem is related to the WebTrace technology, on which the Network Delay monitor is based. Perform the following procedures on the source machine:

    • Verify that the packet.sys file (the Webtrace driver) exists in the WINNT\system32\drivers directory.

    • Check whether a driver (such as "Cloud" or "Sniffer") is installed on top of the network card driver. If so, remove it and run WebTrace again.

    • Verify that there are administrator permissions on the machine.

    • Using ipconfig /all, check that only one IP address is assigned to the network card. WebTrace does not know how to handle multiple IP addresses assigned to the same card (IP spoofing).

    • Check the number of network cards installed. Run webtrace –devlist to receive a list of the available network cards.

    • If there is more than one card on the list, run webtrace -dev <dev_name> <destination>, where <dev_name> is one of the network card names shown in the list. If you discover that WebTrace is binding to the wrong card, you can use webtrace set_device <dev_name> to set a registry key that instructs WebTrace to use a specified card instead of the default one.

    • Verify that the network card is of the Ethernet type.

    • Contact the Customer Support Web site with the output of webtrace.exe –debug (for example, webtrace.exe –debug www.merc-int.com) and ipconfig /all on the machine.