General Instructions

Before asking for L3 help you should ensure that

  1. You have read the official documenation for the ZP
  2. This checklist is fully satisfied.

Target Checks

  1. Ensure: Target is running
  2. Ensure: No blocking firewall between Target and Modelers/Collectors
  3. Ensure: No firewall running on Target
  4. Ensure: Manual connect (telnet, SSH, SNMP, etc) to Target from Zenoss/Collectors.

Zenoss ZP Checks

  1. Ensure that you have followed the Wiki documentation for setup faithfully.
  2. Ensure that all zProperties are correct as per docs
  3. Ensure that zPythonClass is correct for the device-class AND device
  4. Ensure that your device is in the correct class.
  5. Ensure you can ping all Targets or set zPingMonitorIgnore to True
  6. Ensure access to SNMP Targets or set zSnmpMonitorIgnore to True

Zenoss Logs Checklist

Make sure you at least have these logs on hand for the L3 Engineer (Some may not apply, but if they do, get them):

* ALL:       zenoss xstatus &> zstatus.log
* ALL:       zenpack --list &> /tmp/zenpacks.log
* Modeler:   zenmodeler run -v10 -d $DEVICE &> /tmp/zenmo.log
* Collector: zencommand run -v10 -d $DEVICE &> /tmp/zenco.log
* ZenPython: zenpython run -v10 -d $DEVICE &> /tmp/zenpy.log
* ZenHub:    zenhub run -v10 --workers 0 -d $DEVICE &> /tmp/zenhub.log
* SNMP:      zenperfsnmp run -v10 --workers 0 -d $DEVICE &> /tmp/zenperfsnmp.log

Modeler Data: Getting Valid Data

Make sure the modeler data has actual model data in it.

  • Make sure there are NO errors
  • Make sure there are NO missing devices
  • Make sure there are NO authentication problems

If you see anything like the following you have a missing device:

2017-06-27 14:50:20,706 INFO zen.ZenModeler: Device 10.1.1.11 not returned is it down?
2017-06-27 14:50:20,706 INFO zen.ZenModeler: Device fluffydog not returned is it down?

Other problems appear if the target is missing a service:

2017-07-20 11:52:30,829 ERROR zen.PythonClient: nx5000: An error occurred during data collection for cisco.netconf.NXPortChannels, Failed to open SSH subsystem: xmlagent
2017-07-20 11:52:30,834 ERROR zen.PythonClient: nx5000: An error occurred during data collection for cisco.netconf.NXIPAddresses, Failed to open SSH subsystem: xmlagent

Authentication Problems:

2017-07-21 11:30:16,138 ERROR zen.PythonClient: nx5000: A connection failure occurred for cisco.netconf.Status, Authentication error for user: zenoss3234234. Check zCommandUsername and zCommandPassword

SNMP Device Walk Data

Solutions needs all SNMP data in a particular format that allows us to diagnose the device with our tools:

snmpwalk -v2c -c public -ObentU $DEVICE_IP > /tmp/device_name.snmp

Depending on your device you may have to adjust the following items:

  • -c public: This is the community string and may differer on your device*
  • -v2c: This is the SNMP version. It can be (-v1, -v2c, -v3)

If Support is Still Needed…

You can save everyone time by requesting (in advance) data and access as follows:

  • On behalf of the assigned L3 Engineer:
    • Gather or Create a full description of the network, environment, Targets.
    • Provide a description of what has been configured, changed, and tried
    • Arrange for GUI access to the system in question.
    • For ZAAS: Open a ticket requesting access (For the L3 Engineer)
    • For other customers: Ask the Client for SSH credentials in advance
    • If a VPN is required, you should arrange for that ASAP! It can take alota time.