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Level Two Technical Support for BBSM
Document ID: 15942
Introduction
Prerequisites
Requirements
Components Used
Conventions
Software Requirements
Software Application Description
BBSM End User Supported Ethernet Network Interface Cards
Troubleshooting
BBSM Users are Unable to Send or Receive E−Mail
IIS Proxy LAT Setup (BBSM 5.0 only)
PMS Does Not Post Charges
End Users Redirected to RadiusClearFail.asp
Regroom Problems
RME 1
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Prerequisites Requirements There are no specific requirements for this document. Components Used This document is not restricted to specific software and hardware versions. The information in this document was created from the devices in a specific lab environment. All of the devices used in this document started with a cleared (default) configuration. If your network is live, make sure that you understand the potential impact of any command. Conventions Refer to Cisco Technical Tips Conventions
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Microsoft Apple Windows Me Macintosh OS 9, X Windows CE Linux Red Hat Linux 6.1 − 7.1 Windows NT 4.0 Workstation Open BSD Windows NT 4.0 Server Turbo Linux Windows NT 4.0 Enterprise Server Solaris Windows 2000 Professional Versions 7 and 8 Windows 2000 Server Windows 2000 Advanced Server BEOS BEOS Version 4.5 or higher Note: The configuration of advanced services such as Domain Name System (DNS), Interim−Interswitch Signaling (IIS), and Dynamic Host Configuration Protocol (DHCP) on a server pro
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Policy IIS Provides Web services Proxy 2.0 Proxy support for BBSM 5.0 ISA Server Proxy support for BBSM 5.1 MSMQ Provides data transport between IIS and MSDE AtDial Core Service of BBSM software Athdmn Sends billing information to the Property Management System (PMS) server DHCP Server Provides non−static clients with IP addresses and related information Transcribes a fully−qualified domain name to an DNS Server IP address; for example, www.cisco.com to198.133.219.25 X.Y designates the release n
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Netgear Linksys WPC11 US Robotics ORiNOCO or Lucent or Wavelan Xircom Troubleshooting This section lists the most common error messages and support steps to help resolve each. Error messages are arranged alphabetically by topic. For more details on BBSM and WEBConfig, consult the Cisco Building Broadband Service Manager Software Configuration Guide (78−12742−01). For the most up−to−date information and caveats on BBSM, consult the Cisco Building Broadband Service Manager 5.x Release Notes (OL−10
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field. 3. Click Update. Cause 2 The user normally connects to the Internet through their corporate network, which is behind a firewall. Resolution In this instance, users must tunnel into their 2 corporate network in order to receive e−mail. See Resolution 1 in order to only allow the users to send mail. IIS Proxy LAT Setup (BBSM 5.0 only) Proxy Local Address Tables (LAT) add routes to the RRAS tables. These LAT table settings are needed for proper BBSM operation. • Clients are only able to conn
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network IP addresses. 11. Click OK in order to accept the new ranges. 12. Click Apply. 13. Click OK in order to close the LAT table. 14. Close the IIS Manager. Note: If you are prompted to save console settings, select No. PMS Does Not Post Charges Symptoms Billing is not posted to the Property Management Systme (PMS). Cause 1 The Athdmn service is not started. This service must be set to start automatically. 1. In order to start the Athdmn service, click Resolution Start > Settings > Control Pa
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"check out" the technician. It is useful to request a print out of the BBSM Note: room charge for future use. The property staff can then delete the charges to the guest folio created by the test. End Users Redirected to RadiusClearFail.asp Symptoms The client gets redirected to the radiusclearfail.asp screen over and over again. Remote Authentication Dial−In User Service Cause (RADIUS) is not correctly configured on the BBSM server. 1. Verify that you can ping the RADIUS server(s) IP address fr
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1. Open the BBSM Dashboard > WEBConfig. 2. Change all the address information on the relevant tabs for the DHCP scope and switches. 3. Apply the changes, and then close the WEBConfig page. 4. Verify the DNS server address and change this information if necessary. Note: See the URL Error Page Resolution 1 instructions, in this document. 5. Verify the Proxy Server LAT settings and change this information if necessary. Note: See the IIS Proxy LAT Tables Setup procedure in this document. RME 19+7 −
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You can also access this from http:///WEBConfig/switches.asp. 2. Disable any switches that do not need the port map updated. 3. Use the navigation buttons at the bottom of the port map page in order to scroll to the affected site. 4. Disable Clear Existing Port Map. 5. Click on the Port Map link at the top of the WEBConfig page. 6. Verify that all other data is correct based on the property settings. 7. Click Generate. 8. Re−enable all switches that were disabled in Step 2.
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malfunction. If a switch is merely mis−configured, traffic still passes through. Thus, the client receives a DHCP address, and switches located downstream of the suspected switch are reachable by support personnel. Resolution Determine the most likely location of the failure with utilities such as ping and Telnet as well as the network diagram. Use this procedure: 1. Determine which switches do not respond to the ping utility. 2. Telnet into a visible switch, if available, and try to ping the no
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Note: If the property does not have an IT staff, or is unable or unwilling to assist, a technician must be sent to the property in order to perform these tests. 4. If the problem with a switch or switches cannot be resolved, replace the switch(es). Switch−to−switch and router−to−computer Note 1: connections require a crossover cable. Switch−to−computer connections require a straight−through cable. If you replace switches or move cables, return the Caution: same cables to the exact same port. If
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URL Error Page Symptoms The user receives the you are connected but... error message. Cause 1 The DNS server is not set to obtain DNS information from the Internet. Enter the IP address of the ISP's DNS server: 1. Select Start > Programs > Administrative Tools > DNS. Resolution 2. Right−click on BBSM and select 1 Properties. 3. Select the Forwarders tab. 4. Enter the IP address of the ISP's DNS server in the IP address box and click Add. 5. Click OK. 6. Close the DNS window. Cause 2 The DNS Serv
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3 the Internet. Cause 4 The Internet connection (T−1 or T−3) from the ISP to the site could be down. Resolution 4 Submit a trouble call with the ISP. NetPro Discussion Forums − Featured Conversations Networking Professionals Connection is a forum for networking professionals to share questions, suggestions, and information about networking solutions, products, and technologies. The featured links are some of the most recent conversations available in this technology. NetPro Discussion Forums − F
