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CloudEC V600R019C00 Troubleshooting (Enterprise On-premises, Convergent Conference)

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Huawei uses machine translation combined with human proofreading to translate this document to different languages in order to help you better understand the content of this document. Note: Even the most advanced machine translation cannot match the quality of professional translators. Huawei shall not bear any responsibility for translation accuracy and it is recommended that you refer to the English document (a link for which has been provided).
FTP Start Failure

FTP Start Failure

Symptom

When the FTP is started on the client, the system displays one of the following messages:

  • The FTP connection fails to be established. Please check whether the network status is normal.
  • The FTP connection fails to be established. Please check whether the FTP service is normal.
  • The CheckPoint service is enabled on the client. Please disable the CheckPoint service.
  • The FTP connection fails to be established. Please check the firewall settings between the client and the OMU.
  • Failed to connect to the FTP server. Please check and try again.

Possible Causes

The probable causes of the fault are as follows:

  • The network connection is interrupted.
  • The FTP service is abnormal.
  • The PC where the client is installed starts the Check Point SecuRemote Service and Check Point SecuRemote WatchDog services.
  • The FTP port used to establish control connection or data connection is disabled on the firewall.

Fault Diagnosis

Rectify the fault based on the error message returned by the system during the operation.

Procedure

    Rectify the fault based on different symptoms.

    1. Rectify the fault based on the following symptoms:

      • If the system displays The FTP connection fails to be established. Please check whether the network status is normal, go to 2.
      • If the system displays The FTP connection fails to be established. Please check whether the FTP service is normal, go to 5.
      • If the system displays The CheckPoint service is enabled on the client. Please disable the CheckPoint service, go to 8.
      • If the system displays The FTP connection fails to be established. Please check the firewall settings between the client and the OMU, go to 16.
      • If the system displays Failed to connect to the FTP server. Please check and try again, go to 2.

    Check the network connection.

    1. Log in to the client again, and check whether the login was successful.

      • Yes: Go to 4.
      • No: Go to 3.

    2. Rectify the fault by referring to the handling procedure of the alarm LMT Login Failure.
    3. Enable the File Transfer Service on the client again, and then check whether the operation is operating properly.

      • Yes: The handling procedure is complete.
      • No: Go to 24.

    Check the Utility module.

    1. Switch to the Browse Alarms window, and then check whether ALM-8600 Abnormal OMU Resources is generated for the Utility module.

      • Yes: Go to 6.
      • No: Go to 24.

    2. Rectify the fault by referring to ALM-8600 Abnormal OMU Resources, and then go to 7.
    3. Enable the File Transfer Service on the client again, and then check whether the operation is operating properly.

      • Yes: The handling procedure is complete.
      • No: Go to 24.

    Check the services on the PC.

    1. On the PC, choose Start > Settings > Control Panel > Administrative Tools > Computer Management. The Computer Management window is displayed.
    2. In the left navigation tree, choose Computer Management (Local) > Services and Applications > Services.
    3. Double-click Check Point SecuRemote Service and Check Point SecuRemote WatchDog in turn.
    4. In the displayed Properties dialog box, click the General tab.
    5. The Check Point SecuRemote Service and Check Point SecuRemote WatchDog services must be temporarily stopped when the FTP service is in use. Set Startup Type to Disabled.
    6. Click OK, and close the Computer Management window.
    7. Restart the PC.
    8. Enable the File Transfer Service on the client again, and then check whether the operation is operating properly.

      • Yes: The handling procedure is complete.
      • No: Go to 24.

    Check the firewalls between the client and the OMU.

    1. Disable the firewall on the PC, or enable the firewall to allow the FTP port and FTP connection.
    2. Based on the networking of the enterprise, check whether a firewall exists between the client and the OMU.

      • Yes: Go to 18.
      • No: Go to 24.

    3. Obtain information from the enterprise about whether the control port 990 and the data port 989 are opened on the firewall.

      • Yes: Go to 21.
      • No: Go to 19.

    4. Modify the firewall configuration to open the control port 990 and the data port 989 after obtaining enterprise's permission.
    5. Enable the File Transfer Service on the client again and check whether the operation is successful.

      • Yes: The handling procedure is complete.
      • No: Go to 21.

    6. In the MML command - CGP window, run DSP FTPSVRCFG to query the control port number and the data port number, and check whether the queried ports are opened on the firewall.

      • Yes: Go to 24.
      • No: Go to 22.

    7. Modify the firewall configuration to set the range of the queried control port and data port after obtaining enterprise's permission.
    8. Enable the File Transfer Service on the client again and check whether the operation is successful.

      • Yes: The handling procedure is complete.
      • No: Go to 24.

    Collect the log information, and contact technical support engineers.

    1. Collect the following logs depending on the troubleshooting progress.

      • Client logs: The client logs are stored in the Installation path of the client\omu\workspace1\client\tracefile directory. In addition, you can use the Log Information Collection tool on the LMT to collect logs about the LMT for fault location.
      • OMU server logs: Use the Information Collection Tool to collect items in Common fault analysis scenario.

    2. Contact Huawei technical support engineers to rectify the fault.

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Updated: 2019-08-07

Document ID: EDOC1100059098

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