Cisco Smart Care Service Configuration Guidebr.comstor.com/documents/51180/SC_1.12_Configuration_Guide_Nov1… · i Cisco Smart Care Service Configuration Guide Preface About Cisco

Cisco Smart Care Service Configuration Guide1.12 Release November 2013

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Preface

About Cisco Smart Care Service The Cisco Smart Care Service includes the following features:

• Easy-to-use browser-based application, which displays managed device status

• Network assessment tool (that is, the Smart Care Collector -- Software Collector, Hardware Collector or Virtual Collector) installed in each Cisco Smart Care customer network, which gathers device statistics.

About this GuideThe target audience for this Configuration Guide are the Smart Care Service-qualified partners. The Smart Care Service is designed to be installed by the qualified and trained Smart Care Service partners. Cisco Systems recommends the customers not install the Smart Care Service on their own.

This guide provides you with the necessary information to install the Cisco Smart Care Collector (Hardware, Software or the Virtual collector) in a customer network.

About Smart Care User DocumentationThe Smart Care Service user documentation includes:

• Smart Care Service Release Notes

• Smart Care Service Pre-Installation Checklist

• Smart Care Service Partner User Guide

• Smart Care Service Configuration Guide

• Smart Care Service Customer User Guide

• Smart Care Software Collector Quick Start Guide

Additional Smart Care user information is available in the application online help, training is accessible from the Smart Care application Welcome page, and marketing collateral such as FAQs and datasheets are available from the partner portal.

The order in which this documentation set should be used for both partners and the customers is given in the sections below.

iCisco Smart Care Service Configuration Guide

Preface

For Partners

• Smart Care Service Release Notes to obtain the latest information for a release.

• Smart Care Pre-Installation Checklist to check the basic requirements/pre-requisites and configurations

• Smart Care Service Partner User Guide for instructions on presenting Smart Care to new customers.

• Smart Care Service Configuration Guide for instructions on configuring the Software Collector for new customers.

• Smart Care Service Customer User Guide again for instructions on running the Smart Care application after customers have been added to Smart Care.

• Smart Care Software Collector Quick Start Guide for an outline of the steps required to install and configure collectors. This is not recommended for first-time users.

For Customers

• Smart Care Service Release Notes to obtain the latest information for a release.

• Smart Care Service Customer User Guide for information on using the Smart Care application.

Organization of this GuideThis guide contains the following:

• Chapter 1, “Overview of the Cisco Smart Care Service”—Introduces the Cisco Smart Care Service products.

• Chapter 2, “Installing the Software Collector”—Explains how to install of all necessary Cisco Smart Care Service Software collector.

• Chapter 3, “Configuring the Hardware Collector”—Explains how to install Cisco Smart Care Service Hardware collector.

• Chapter 4, “Configuring the Virtual Collector”—Explains how to install and configure the Cisco Smart Care Virtual Collector.

• Chapter 5, “Managing the Cisco Smart Care Collector”—Explains how to manage the Cisco Smart Care Software Collector from the Command Line Prompt (CLI).

• Chapter 6, “Troubleshooting”—Lists common problems and typical solutions.

When you are finished configuring the Smart Care Collector (hardware, software or virtual) refer to the Smart Care Service Partner User Guide for instructions on assigning and enabling the Collector, as well information on the browser-based Smart Care Partner Portal.

Obtaining Documentation and Submitting a Service Request

For information on obtaining documentation, submitting a service request, and gathering additional information, see the monthly What’s New in Cisco Product Documentation, which also lists all new and revised Cisco technical documentation, at: http://www.cisco.com/en/US/docs/general/whatsnew/whatsnew.html

Subscribe to the What’s New in Cisco Product Documentation as a Really Simple Syndication (RSS) feed and set content to be delivered directly to your desktop using a reader application. The RSS feeds are a free service and Cisco currently supports RSS version 2.0.

iiCisco Smart Care Service Configuration Guide

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C O N T E N T S

C H A P T E R 1 Overview of the Smart Care Service 1

Understanding the Cisco Smart Care Service Environment 1

Smart Care Service Overview 2

C H A P T E R 2 Installing a Cisco Smart Care Collector 1

Pre-requisites for Smart Care Collector Installation 1

Operating System Requirements 2

System Requirements 2

Browser Requirements 2

Installing the Cisco Smart Care Software Collector 3

Confirming the Installation 7

Protecting Customer Data 9

Uninstalling the Cisco Smart Care Software Collector 10

Reusing the Collector for New Customers 11

Using the Software Collector Without a Proxy Server 11

Initial Set Up 11

At the Customer Site 12

Using the Software Collector With a Proxy Server 12

For Windows XP 12

For Windows 2000 12

OpsXML Server Not Running Error 13

C H A P T E R 3 Configuring the Hardware Collector 1

Configuring the Hardware Collector 1

C H A P T E R 4 Configuring the Virtual Collector 1

Before Installation 1

Host Requirements 1

Deploying the Smart Care Virtual Collector on VM Ware ESX/ESXi Servers 2

Installing the Smart Care Virtual Collector on a VMware Player 10

Deploying Smart Care Virtual Collector on HyperV Servers 11

Virtual Machine Settings 13

Deploying the Smart Care Virtual Collector on XenServers 16

1Cisco Smart Care Service Configuration Guide

Contents

Importing the .xva file 19

C H A P T E R 5 Managing the Cisco Smart Care Collector 1

Updating a Collector 1

Upgrading Smart Care Collector with 1.10 or above to the latest version 1

Upgrading Smart Care Collector via User Interface 2

Upgrading Smart Care Collector via CLI 2

Upgrading Older Smart Care Collector 3

Configuring Auto Update 4

Delete Auto Update 5

Configure Server Connection 6

Using SSH to Access a Collector Remotely 6

Using the Remote Access Feature 6

Support Information 8

Moving or Removing a Collector 11

C H A P T E R 6 Troubleshooting 1

Cisco Smart Care Software Collector Registration Errors 1

Cisco Smart Care Database Error 2

Software Collector Installation Failure 2

OpsXML Server Not Running 3

Using the CLI 3

Displaying Version Information 3

Showing Network Configuration 4

Showing Status 4

Using the show run Command 6

Using the show reg Command 6

Examining Scheduled Services 7

Using the trace Command 7

Using the traceroute Command 11

Using the ping Command 11

Using the timezone Command 12

Using the timesync Command 12

Using the date Command 13

Using the conf ip Command 13

Using the register Command 13

Using the unregister Command 14

Using the mailtrace Command 15

Using the hostname Command 15


Contents

Using the passwd Command 15

Using the reload Command 15

Using the poweroff Command 15

Using the logout Command 15

Backing Up Your Data 16

Check the Count of Messages at the Outbox 17

Purge All Messages from the Outbox 18

Welcome Screen 19

Online Help 19

Virtual Collector Troubleshooting 19

Smart Care Virtual Collector - Boot up error 19

Smart Care Virtual Collector - Network Connectivity 20

Smart Care Virtual Collector - Martian Source messages 22

Smart Care Virtual Collector - Power on error 27


Contents


C H A P T E R 1
Overview of the Cisco Smart Care Service
Understanding the Smart Care Service Environment The Cisco Smart Care Service is a Cisco-sponsored program that allows approved Cisco partners to provide remote network monitoring and support services to subscribing customers.

The Cisco Smart Care Service consists of the following elements:

• A Hardware or Virtual Cisco Smart Care Collector installed on the customer network.

• A Cisco Smart Care Software Collector that can be installed on a laptop on the customer network being monitored.

• A browser-based Smart Care Portal that allows users access to reports on network inventory, status, health, and the like.

Note For the partners this browser-based application is referred to as Smart Care Partner Portal, and for the customers, it is referred to as the Smart Care Customer Portal.

1-1Cisco Smart Care Service Configuration Guide

Chapter 1 Overview of the Cisco Smart Care Service Smart Care Service Overview

Smart Care Service OverviewA typical Cisco Smart Care Service includes the data flow and network devices shown in Figure 1-1.

Figure 1-1 Cisco Smart Care Service Environment

As shown in Figure 1-1, the equipment involved in a Cisco Smart Care Service installation includes:

• Cisco Smart Care Collector (a hardware device installed on the customer network and required for Smart Care), or a Virtual Software Collector.

• Cisco Smart Care Software Collector (software used for pre-sales demos and generating Smart Care quotes).

• Browser-based Cisco Smart Care Service application running on a customer admin PC, referred to as the Smart Care Customer Portal.

• Browser-based Cisco Smart Care Service application running on a partner admin PC, referred to as the Smart Care Partner Portal.

• Cisco-hosted service providing a secure and robust server farm to handle data processing.

For information on installing the collector, see Chapter 3, “Configuring the Hardware Collector”, or Chapter 4, “Configuring the Virtual Collector”.

For information on installing the Collector, see Chapter 2, “Installing the Software Collector”.

Partner or Customer

Browser

Administration

Dashboard, Reports

Data Flow for inventory andall other flows

Customer

Client

Hosted Services

2219

70

Network

CustomerAssessment Device


C H A P T E R 2
Installing the Software Collector
This chapter explains how to install and configure the Cisco Smart Care Software Collector. The software is typically loaded onto the partner laptop and then configured in the prospective customer network to demonstrate how Smart Care works and then to generate a quote for Smart Care services.

This chapter provides the following information related to the Cisco Smart Care Software Collector installation:

• Pre-requisites for Smart Care Collector Installation, page 2-2

• Installing the Cisco Smart Care Software Collector, page 2-4

• Protecting Customer Data, page 2-10

• Uninstalling the Cisco Smart Care Software Collector, page 2-11

• Reusing the Collector for New Customers, page 2-12

• Using the Software Collector Without a Proxy Server, page 2-12

– Initial Set Up, page 2-12

– At the Customer Network, page 2-12

• Using the Software Collector with a Proxy Server, page 2-13


Chapter 2 Installing the Software Collector Pre-requisites for Smart Care Collector Installation

Pre-requisites for Smart Care Collector Installation

Step 1 Login as a user with administrative privileges to install Cisco Smart Care.

Step 2 Check Windows Control Panel to see if any of the following applications are installed and if they are, uninstall them:

• Microsoft SQL Server Desktop Engine (MSDE)

• MS SQL Server

• MS SQL Server 2005

• SQL Server 2005 Express

• SQL Server 2008

• SQL Server Express 2008

Note Before installing the Cisco Smart Care Software Collector on a customer network, be sure to create the customer profile in the partner application.

Operating System RequirementsThe Cisco Smart Care Software Collector runs on the following operating systems:

• Windows 2000 Professional and Server (with SP3 and above)

• Windows 2000 Advanced Server (with SP3 and above)

• Windows 2003 Server (Standard Edition and Enterprise Edition) SP1 and above

You can install the Smart Care Service on a Windows 2003 Server and operate it as a permanent service.

• Windows XP Professional Service Pack 2 and above

• Windows 7

Note Microsoft Vista is not supported. Windows 8 has not been tested.

System RequirementsThe Cisco Smart Care Service is process intensive and therefore the Cisco Smart Care Software Collector requires its own server.

Supported Windows computers must meet the following requirements:

• IBM PC-compatible computer with 1GHz or faster Pentium processor and CD-ROM drive (ISO 9660 compliant)

• Memory—1GB of RAM or more

• Hard disk space—2 GB minimum (including MSDE and database files)


Chapter 2 Installing the Software Collector Pre-requisites for Smart Care Collector Installation

Browser RequirementsBrowser requirements:

• Firefox version 23 or higher.

• IE 9.0 or 10.0 (some functionality may not work with earlier versions)

It is recommended that you update to the latest version of each browser.

Settings Required for Internet Explorer Version 9.0

Apply the following settings to Internet Explorer 9:

Step 1 Open the Internet Options window.

Step 2 On the Advanced tab click Restore advanced settings.

Step 3 Click the Security tab and select Trusted sites. Click Sites.

Step 4 Select and remove every site by clicking Remove.

Step 5 Click the General tab and in the Browsing History section click Delete and delete browsing history and remove all cache and temporary files.

Step 6 Click the Security tab and select Trusted sites. Click Custom level.

Step 7 Scroll down to the Miscellaneous section and under Access data sources across domains select either Prompt or Enable.

Settings Required for Internet Explorer Version 10.0

Enable compatibility mode on IE 10.0 browser for Smart Care Partner Portal or the Customer Portal to work correctly. The below URL explains how to enable the IE 10.0 compatible mode.

http://windows.microsoft.com/en-IN/internet-explorer/use-compatibility-view#ie=ie-10


http://windows.microsoft.com/en-IN/internet-explorer/use-compatibility-view#ie=ie-10

Chapter 2 Installing the Software Collector Installing the Cisco Smart Care Software Collector

Installing the Cisco Smart Care Software Collector To install the Software Collector software, follow these steps:

Step 1 From your browser (Firefox 23 or higher, or Internet Explorer 9.0 or 10.0) point your browser at:

https://tools.cisco.com/smartcare

Step 2 Login using your partner CCO (cisco.com) username and password in the Smart Care Partner Portal.

Upon connection, the Cisco Smart Care Service Welcome page appears.

Figure 2-1 Cisco Smart Care Service Welcome Page

Step 3 Click Support > Software Download to display the Software Download screen as shown in Figure 2-2.

Figure 2-2 Software Download Screen

Step 4 In the Software Download screen, click Download the Latest Software Collector Version to access the current version of the Cisco Smart Care Software Collector.


https://tools.cisco.com/smartcare


Step 5 Enter your Partner CCO username and password if requested. The Cisco Systems File Exchange screen appears.

Figure 2-3 Cisco Systems File Exchange Screen

Step 6 Click the link for the Software Collector version (3.13.63.0). The Cisco Systems File Exchange screen displays the End User Software License Agreement.

Step 7 Click Accept link and accept the End User Software License Agreement. A message appears if you want to open/save the software collector .zip file.

Step 8 Click Save and the .zip file for installing the Software Collector is downloaded into your computer.

Step 9 Unzip the file onto your desktop and extract the files.

Note Be sure to unzip the file first into to a folder on your hard drive prior to running the install wizard. Installing from the winzip pop-up can cause software corruption issues.

Step 10 Double-click the .exe file for the software collector setup. A confirmation window appears. This process may take up to thirty minutes to complete.

Step 11 Click Yes. The InstallShield Wizard displays the installation screen for the Smart Care Software Collector as shown in Figure 2-4.



Figure 2-4 Installation Wizard

Step 12 The InstallShield Wizard displays the pre-requirement that MSDE should be installed. Click Next to proceed.

Step 13 The InstallShield Wizard checks if MSDE is installed (pre-requisite). If not, MSDE is installed.

Step 14 In the Welcome screen, click Next to proceed.

Step 15 Accept the License Agreement.

Step 16 Enter the details such as user information such as User Name and Company name.

Step 17 Click Next to proceed. The InstallShield Wizard prompts to choose the destination location for installing the software collector. (See Figure 2-5).



Figure 2-5 Select the folder to install the Smart Care Software Collector

Step 18 Click Next to proceed.

Step 19 The Configure Proxy Settings page is displayed in the InstallShield Wizard. Enter the proxy server configuration details such as proxy server name, port, proxy username and password.

Step 20 Click Next to proceed.

Step 21 The Software Collector Server and Client Configuration page is displayed in the InstallShield Wizard.

(See Figure 2-6 on page 2-8)

Enter the Server Details, Login Details and the Client details in this page.

• Server Details

Enter the server name and port. The default server name is tools.cisco.com

• Login Details

Enter the Partner CCO login and password

• Client Details

DE client name and DE client site name for the software collector.



Figure 2-6 Server and Client Details for the Software Collector Installation

Step 22 Click Next to proceed. The InstallShield Wizard connects to the server/client details mentioned.

When the installation is complete, the screen shown in Figure 2-7 appears.

Figure 2-7 Completed Installation

Step 23 Click Finish.



Confirming the InstallationWhen the installation is complete, you should see the Collector icon in the System Tray on the host PC next to the time clock.

Figure 2-8 System Tray

To display information about the status of the Collector and what it is doing:

Step 1 Click the icon.

The status display is shown in Figure 2-9.

Figure 2-9 Collector Status

Step 2 Click Refresh to update the display to see the latest information.


Chapter 2 Installing the Software Collector Protecting Customer Data

Step 3 Click the Operations tab to see what tasks the Collector is performing, as shown in Figure 2-10.

Figure 2-10 Collector Operations

If no operations are being performed, then stop and restart the services.

a. Click Start > Programs > Cisco Smart Care Software Collector > Ops XML DE > Stop OpsXML DE Client Service.

b. Click Start > Programs > Cisco Smart Care Software Collector > Ops XML DE > Start OpsXML DE Client Service.

Step 4 Click Refresh to update the display to see the latest information.

Protecting Customer DataWhen you perform inventory discovery and data analysis you need to explicitly save the data because it is not automatically saved in the Cisco Smart Care Software Collector host.


Chapter 2 Installing the Software Collector Uninstalling the Cisco Smart Care Software Collector

Uninstalling the Cisco Smart Care Software Collector You can use the standard Add/Remove Programs icon in the Windows Control Panel to uninstall Cisco Smart Care Software Collector.

Step 1 Click Change/Remove to start uninstalling the Cisco Smart Care Software Collector.

Note Uninstalling the Collector does not require removal of user data as no customer information is preserved or stored by the Cisco Smart Care Software Collector on its host platform.

Figure 2-11 Confirming the Uninstall

Step 2 Click OK to proceed with the uninstall. Otherwise, click Cancel.

The uninstaller asks you (as shown in Figure 2-11) if you want to completely remove the Collector.


Chapter 2 Installing the Software Collector Reusing the Collector for New Customers

Step 3 Click Yes to completely delete the software from your PC. Click No if you want to leave underlying files on your PC, which speeds up subsequent reinstallations of the Collector.

The uninstaller then advises you that OpsXML is being removed.

Step 4 Click Finish to complete the uninstallation.

Reusing the Collector for New CustomersAfter you have downloaded the Collector, you do not have to download it again for a new customer.

Note You should only re-download the Collector software when you need to upgrade.

After the Smart Care Service is downloaded and installed on your first customer network, you can use the Collector on successive customer network sites. From the Partner Administration menu, go to Collectors and click Assign/Un-assign operation.

Using the Software Collector Without a Proxy ServerThis section describes how to configure the Software Collector in customer networks that do not include a proxy server.

Initial Set UpTo set up the Software Collector on your partner laptop, follow these steps:

Step 1 Complete your partner registration.

Step 2 Download the Software Collector.

Note See the Getting Started and Upgrading the Smart Care Collector sections in the Smart Care Service Release Notes, install it, and register it to your partner company. No Customer CCO ID is needed at the time of registration.

Step 3 Create customers using Partner Administration > Customer Management.

Step 4 Shut down the laptop.

At the Customer NetworkTo use the Software Collector on the customer network, follow these steps:

Step 1 Connect to the customer network.

Step 2 Start the laptop.

• For a static IP— configure the laptop network settings to match customer network.


Chapter 2 Installing the Software Collector Using the Software Collector with a Proxy Server

• Make sure that Internet connectivity is available from this laptop.

• Make sure that the Software Collector can ping the Cisco backend.

Step 3 Assign the Software Collector to the customer and enable it from the partner portal using Partner Administration > Collectors.

Step 4 Run Discovery and Inventory services and submit for quote.

Step 5 Unassign the Collector from the customer before leaving the customer site using Partner Administration > Collectors > Assign/Un-assign.

Note You have to unassign the Collector while the Collector is active on the network.

Repeat Step 1 through Step 5 with every new customer.

Using the Software Collector with a Proxy ServerIf you are running a Proxy Server under Windows 7, you must run the Software Collector in Console Mode. Follow the instructions below on how to put the Software Collector in console mode.

For Windows XP

Step 1 Stop OpsXML.

Start -> All Programs -> Cisco Smart Care Software Collector -> OpsXML DE -> Stop OpsXML DE Client Service

Step 2 Start in Console mode.

Start -> All Programs -> Cisco Smart Care Software Collector -> OpsXML DE ->Start OpsXML DE Client Console

For Windows 2000

Step 1 Stop OpsXML.

Start -> Programs -> Cisco Smart Care Software Collector -> OpsXML DE -> Stop OpsXML DE Client Service

Step 2 Start in Console mode.

Start -> Programs -> Cisco Smart Care Software Collector -> OpsXML DE ->Start OpsXML DE Client Console

Note When Software Collector is running in Console mode a command shell window remains open.

Note If you try to unassign the Software Collector with the customer when it is offline, you get a timeout. You can then delete the customer from your partner control panel.

Note When Software Collector is online, you can unregister it by clicking the Unregister option from the laptop system tray Smart Care icon. When you unregister the Software Collector, it remains installed.


Chapter 2 Installing the Software Collector Using the Software Collector with a Proxy Server

Note You can register the Software Collector using the Register option from System Tray Smart Care icon. (Remember to assign and enable it for each customer using Partner Administration > Collectors.)

OpsXML Server Not Running ErrorIf you receive a message saying the OpsXML Server (on the Software Collector) is not running, restart it by following these steps:

Step 1 Right-click the Smart Care Collector icon and click Stop.

The Collector may freeze up and die. You can ignore any messages to this effect.

Step 2 Stop the Software Collector OpsXML Server by clicking Start > Program Files... Stop OpsXML...

Step 3 Wait a few moments.

Step 4 Start the Software Collector software by clicking Start > Program Files... Start DE Client

You may also be able to restart it from the Collector icon in the icon tray if it is visible. (It may disappear when you stop DE Client.)

Step 5 When DE Client is running, click Refresh (on the Operations tab) to verify that the OpsXML Server not running message has disappeared.

Note The OpsXML server pertains to the software client.


C H A P T E R 3
Configuring the Hardware Collector
The Cisco Smart Care Service collector is a hardware device that can be installed in the customer network. All the installation and handling instructions are included. Follow these instructions to configure the collector.

Although using a virtual collector is the recommended configuration for Smart Care, you can still chose to use a hardware collector. You will need to purchase it from CCW, and it may take up to four weeks for delivery.

Note Follow the hardware installation instructions that ship with each Cisco Smart Care Collector.

Configuring the Hardware Collector The Smart Care Hardware Collector is configured using a serial connection from the host PC to the collector and terminal client software to support a command line interface session.

Cables are not included in Hardware Collector shipments.

You need:

• Null Modem DB9-F to DB9-F from PC to the collector

• Standard DB9-F adapter for use with Cisco Terminal Server Octopus cables

• Terminal client software (HyperTerminal® for example) with settings: 9600:8-1-None

To start a CLI session and begin configuration, follow these steps:

Step 1 At the login prompt, log into the collector as user cisco, using the factory default password cisco. After entering the correct password, the collector prompts you to change the password. Follow the collector prompts to change user password.

Step 2 At the command prompt (>) enter enable. At the Password prompt, enter the factory default administrator password admin. After entering the correct password, the collector prompts you to change the password. Follow the collector prompts to change the user password.

Step 3 At the command prompt (#) enter show net. The collector displays the current network interface configured. If the collector network interface obtains a valid IP address and name server (DNS) from the local DHCP server, go to Step 6.

Step 4 If the collector network interface does not obtain a valid IP address and name server settings, follow the procedures described in step 5 to manually configure the collector network interface.


Chapter 3 Configuring the Hardware Collector Configuring the Hardware Collector

Step 5 At the command prompt (#) enter: conf ip. The conf ip option allows you to modify the current network interface configuration.

Figure 3-1 Configure IP

a. At the prompt “Enter M to Modify, Enter S to skip [M/S]:”, enter m.

b. At the prompt “Interface (eth0/eth1) [eth0]”, enter eth0 to select interface eth0.

c. At the prompt “_D_HCP or _S_tatic addressing(D|S)?[D]:, enter s to select static IP addressing.

d. At the prompt “HW Client Name (no spaces) []”, enter a name for your collector.

e. At the prompt “IPAddress []”, enter a static IP address that is not being used by another device.

f. At the prompt “Netmask []”, enter the correct network mask for the collector.

g. At the prompt “MTU [1500]”, press enter to accept the default value.

h. At the prompt “Gateway”, enter the correct default IP gateway for the collector.

i. At the prompt “Name Server1”, enter a valid name server (DNS) IP address. If more than one name server is used, enter additional name servers in the subsequent prompts. You may enter a maximum of three name servers.



j. At the prompt “Proxy Server (optional)”, enter the IP address or the Fully Qualified Domain Name (FQDN) of the proxy server if any, or press enter if there is no proxy server.

k. At the next prompt Enter y to accept the changes to the network settings.

Note If you change the IP address settings for the collector, you are prompted to reboot. When the collector restarts with its new IP profile, continue with the configuration.

Step 6 At the command prompt (#) enter: update to download and install the latest Smart Care software.

Step 7 Enter Y to continue updating the collector. When the collector prompts for a URL, leave blank, and press Enter to use the default value. Enter partner CCO credentials to proceed with the download.

The collector downloads and installs the client software and reboots. Login once again using the new password.

To continue with configuration, follow these steps:

Step 1 Having the correct time facilitates the scheduling and running of services. Therefore, it is essential to maintain the correct time on your Hardware Collector when operating Smart Care. Run the conf time command to set the time zone to the local time of the site where the collector is physically located, and configure the NTP server.

Step 2 Use the date command to verify the correct date and time on the Hardware Collector. Make any necessary adjustments.

Step 3 To register the collector, at the command prompt (#) enter register.

The Collector Registration screen appears.

Figure 3-2 Collector Registration screen



Step 4 The default URL appears. Press Enter to continue and specify the partner CCO (cisco.com) login, password, the site name, and the collector name.

Note If you have already created a customer on the partner dashboard with a unique customer cisco.com ID (CCO login), the collector automatically assigns the client to the customer. If you have not created a customer cisco.com ID, leave the customer CCO (cisco.com) login and site name blank.

Step 5 Enter y (yes) at the “Would you like to register with the above information?” prompt.

Caution If you make a mistake, do not use the backspace key to correct the error. Enter n (no) at the registration prompt and reenter the correct information.

Step 6 To confirm that the collector is properly registered, at the prompt, enter show reg.

Figure 3-3 Show Reg

The Status field confirms that the Hardware Collector is active.

Note The term OPSXML refers to the OpsXML database used by Smart Care Service to store and process data. If you see the response OpsXML is busy.... the OpsXML server is running services and your show reg request time out. Wait for a few seconds before retrying the show reg command.

To confirm that the collector is properly registered from the browser application, log on to the application (https://tools.cisco.com/smartcare/) and click Administration > Collector Configuration for the customer. The Manage Collectors screen appears.


https://tools.cisco.com/smartcare/

https://tools.cisco.com/smartcare/


Step 7 To view the Smart Care collector details, click the View/ Edit link in the Details column to display the configuration screen. (See Managing Collectors in the Smart Care Service Partner User Guide for details.)

Figure 3-4 Manage Collector page in Smart Care portal

Step 8 When you are finished configuring the collector from the CLI, at the prompt (#) enter logout.

You can now exit from the terminal client software and disconnect the serial cable. The collector is now configured for this customer and ready for use.




C H A P T E R 4
Configuring the Virtual Collector
This chapter explains how to configure the Cisco Smart Care Virtual Collector on the different virtualization platforms such as Hyper-V Server, XenServer and VMWare.

The Cisco Smart Care Virtual collector is the recommend configuration for the production Cisco Smart Care Service. There are several advantages to using a virtual collector as opposed to a hardware-based collector. The virtual collector is:

• Free

• Faster to deploy

• Not required to be installed onsite

• Expandable. More memory can easily be added as needed.

You can install the Virtual Collector in different ways. See the section that is relevant to your installation type below:

• Deploying the Smart Care Virtual Collector on VM Ware ESX/ESXi Servers, page 4-2

• Installing the Smart Care Virtual Collector on a VMware Player, page 4-10

• Deploying Smart Care Virtual Collector on Microsoft Hyper-V Servers, page 4-11

• Deploying the Smart Care Virtual Collector on XenServers, page 4-19

Before Installation

Host Requirements Your computer’s hardware must be compatible with ESX/ESXi Player and capable of running the 64-bit Virtual machine (Guest OS). The host requirements are:

• Host running 64-bit OS version

• Standard x86-compatible or x86-64 processor with the Intel Virtualization Technology (VT) feature turned on (most AMD64 processors satisfy this requirement)

• Processor speed – 2.4 GHz or higher

• Memory - Minimum 2 GB

• Hard Disk – Minimum 20 GB


Chapter 4 Configuring the Virtual Collector Deploying the Smart Care Virtual Collector on VM Ware ESX/ESXi Servers

Size of the Virtual Collector Image The following table provides the size on disk for the Smart Care Virtual Collector image, for the different virtualization platforms.

Table 4-1 Size of the Smart Care Virtual Collector Image

Deploying the Smart Care Virtual Collector on VM Ware ESX/ESXi Servers

You can deploy the Smart Care virtual collector on any one of the following ESX/ESXi servers:

• ESXi4.0

• ESXi4.1

• ESX 4.0

• ESX 4.1

• ESXi 5.0

This section gives you the procedure for deploying the Smart Care virtual collector (OVF) on VMware ESX/ESXi server using vSphere client. You can connect the vSphere client directly to an ESX/ESXi server or vCenter server if the ESX/ESXi hosts are managed by a vCenter server.

To download and install the Smart Care virtual collector:

Step 1 Login to the Smart Care portal and click Support > Software Download. The Software Download page appears as shown in Figure 4-1.

Type of Virtual Image and Platform Size of the Image

OVF - VMware 740 MB

VHD - Microsoft Hyper- V 6.18 GB

XVA- Citrix 3.94 GB

VMX-Vmware (VM Player) 727 MB



Figure 4-1 Software Download Page

Step 2 In the Software Download page > Virtual Collector, click Download the latest virtual image of the collector in OVF format. The Cisco download center window appears, from where you can download the Smart Care virtual image (OVF or Open Virtualization Format).

Step 3 Provide the login details, accept the terms and conditions, and save the Smart Care virtual collector (SC_VM_CLIENT_x86_64_Linux_CentOS_5_5_OVF_<x>.zip) to a folder in the hard drive of the machine.

Figure 4-2 Save Zip File

Step 4 Extract the zip file to the same folder. The folder now contains the following files.



–SC_VM_CLIENT_x86_64_Linux_CentOS_5_5_OVF_<x>.ovf

–SC_VM_CLIENT_x86_64_Linux_CentOS_5_5_OVF_<x>.mf

–SC_VM_CLIENT_x86_64_Linux_CentOS_5_5_OVF_<x>-disk1.vmdk

Step 5 Launch vSphere client and login to the ESX/ESXi server by providing the IP address of ESX/ESXi server, user name and password.

Figure 4-3 Launch vSphere Client

Step 6 Select File > Deploy OVF Template.



Figure 4-4 Deploy OVF Template

Step 7 Select the OVF file location and click Next.

Figure 4-5 Select OVF Location

Step 8 The OVF template details window appears showing the OVF file download size and size on disk. Click Next.



Figure 4-6 OVF Template Details

Step 9 Enter the name of the Smart Care virtual machine and the location and click Next.

Figure 4-7 OVF Name and Location

Step 10 Select the appropriate datastore for storing the deployed OVF template.



Figure 4-8 Select Datastore

Step 11 Select Thin Provision as the format in which you want to store the virtual disk and click Next.

Step 12 The settings that you selected appear. Click Finish to start deployment. Click Back if you want to change any settings.

Figure 4-9 Finish OVF Deployment

Step 13 Once you click Finish, the deployment starts and the deployment progress window appears.

Step 14 Once deployment completes, the deployment complete popup appears. Smart Care virtual collector is added to the inventory and shown in the left pane of the server console.



Figure 4-10 Deployment Complete

Step 15 Select the Smart Care virtual collector and go to Console tab. Select the Smart Care virtual collector again and set it to power on.



Figure 4-11 Power On

Step 16 Once the Smart Care virtual collector boots up you are prompted for login details.

Figure 4-12 Login


Chapter 4 Configuring the Virtual Collector Installing the Smart Care Virtual Collector on a VMware Player

Step 17 Login and upgrade the collector software using the update command.

Step 18 The virtual collector is now ready to be assigned to a customer network and to run services.

If the ESX/ESXi servers are managed by a vCenter Server then you can connect the vSphere client to vCenter server to deploy Smart Care virtual collector (OVF) on ESX/ESXi server.

Follow the same steps provided for deploying OVF directly on ESX/ESXi server. Login to the vCenter Server instead of the ESX/ESXi server from vSphere client. The OVF tool that is available in the VMWare website is a command line tool that can be used to deploy guest applications.

Note Smart Care Virtual Collector is also supported on UCS Express modules on ISR routers. The installation and configuration steps are same as those documented for ESX/ESXi server-based Smart Care virtual collector.

Installing the Smart Care Virtual Collector on a VMware PlayerThis section gives you the procedure for deploying Smart Care virtual collector (VMX) as a guest virtual machine on VMware Player. For products, tools, and documentation on VMware Player go to www.vmware.com/products/player

This installation is for pre-sales customers.

To download and install the Smart Care virtual collector:

Step 1 Login to the Smart Care portal.

Step 2 Click Support > Software Download to display the Software Download page as shown in Figure 4-13.


Step 3 Click Download the latest virtual image of the collector in VMX format in the Software Download page. The Cisco download center window appears, from where you can download the Smart Care virtual image (VMX).

Step 4 Provide the login details, accept the terms and conditions, and save the Smart Care virtual collector (SC_VM_CLIENT_x86_64_Linux_CentOS_5_5_VMX_<x>.zip) to a folder in the hard drive of the machine.

Step 5 Extract the zip file to the same folder. The folder now contains the following files.

–SC_VM_CLIENT_x86_64_Linux_CentOS_5_5_VMX_<x>.vmx

–SC_VM_CLIENT_x86_64_Linux_CentOS_5_5_VMX_<x>-disk1.vmdk

Step 6 Start the VMware Player. The VMware Player window appears.


http://www.cisco.com/go/partner/smboperateandoptimize

http://www.cisco.com/go/partner/smboperateandoptimize

Chapter 4 Configuring the Virtual Collector Deploying Smart Care Virtual Collector on Microsoft Hyper-V Servers

Step 7 Click Open a Virtual Machine, and enter the name of the folder where the Smart Care virtual collector is located.

Step 8 Click Open. The VMPlayer window appears with details of the deployed Smart Care virtual machine. The virtual machine is in power off mode, by default.

Step 9 Click Play Virtual Machine. The virtual machine is powered on and automatically reboots.

Step 10 After rebooting, the machine prompts you for a login.


Step 12 Register the collector with the Smart Care portal.


Deploying Smart Care Virtual Collector on Microsoft Hyper-V Servers

To deploy Smart Care on the Microsoft Hyper-V virtualization platform, follow these steps:

Downloading the Smart Care Virtual Collector (client)

Step 1 Login to the Smart Care portal and click Partner Administration> Software Download. The Software Download page appears as shown in Figure 4-14.


Step 2 Click Download the latest virtual image of the collector in VHD format in the Software Download page.

The Cisco download center window appears, from where you can download the Smart Care virtual image (VHD) in the .tgz format.

Figure 4-15 Downloading the Virtual Collector file from Smart Care Portal



Step 3 Save the Smart Care virtual collector to a folder in the hard drive of the machine. Unzip the .tgz file for the Smart Care virtual collector.

Creating a new Virtual Machine (VM) in the Hyper-V Manager

Step 1 Using HyperV Manager, create a new VM and import the Smart Care virtual collector file (.VHD file).

Note Do not use the same VHD file with multiple VMs, use separate VHD files for each virtual machine.

Step 2 To create a new VM, right click on the Virtualization Server icon (on the left hand pane of the Hyper-V manager). Select New> Virtual Machine.

Note A virtualization server is a physical computer that provides the resources to run virtual machines. Using Hyper-V Manager, virtual machines can be configured on the virtualization server.

Figure 4-16 Creating a new Virtual Machine

Step 3 The New Virtual Machine Wizard is displayed.

Step 4 Specify the details of the VM in the wizard (like Name and Location, Assigning Memory, Configuring Networking, Connecting the Virtual Hard disk).

Step 5 Complete the 6 steps in the wizard.



Figure 4-17 New Virtual Machine wizard

Step 6 Click Finish and create a new VM. The VM will be added to the right hand pane of the Hyper-V Manager.

Figure 4-18 New VM details



Importing the Smart Care Virtual Collector to the Virtual Machine

Step 1 Right click on the VM and select Import a Virtual Machine.

Figure 4-19 Importing the Smart Care Virtual Collector

Step 2 Select the VHD file location for import, using the Browse button.

Figure 4-20 Selecting the Smart Care VHD file for import

Step 3 Select Import.



Virtual Machine Settings

Once the file is imported, make the following changes in the VM Settings:

Step 1 Open the VM Settings menu (right click on the VM)

Figure 4-21 Virtual Machine Settings in Hyper-V Manager

Step 2 Set the number of processor cores to 1 and DRAM to 2048 MB.

Figure 4-22 Setting the Processor Core



Step 3 Delete the Network Adaptor and add a Legacy Network Adaptor.

• Select Add Hardware in the left hand pane.

• Choose Legacy Network Adapter in the right hand side pane.

Note Use a legacy network adapter if you want to perform a network-based installation of the virtual Operating System.

Figure 4-23 Adding a Legacy Network Adapter

Note The virtual machine (VM) is in power off mode by default. For an existing VM which is still running, stop the VM and then add the legacy network adapter.

• Select Add, and the following screen (Figure 4-24) is displayed.

• Select the Network Connection.

• Enter the IP address (Static/ dynamic).

• Apply the changes.



Figure 4-24 Adding a Legacy Network Adapter (continued)

Step 4 Start the VM. In the Hyper-V manager, right click on the Smart Care VM and select Start.

Figure 4-25 Starting the VM

The VM boots.



Figure 4-26 Hyper-V Manager home page after Smart Care VM starts

Step 5 To see the command prompt console, right click on the VM again and select Connect. See Figure 4-25 for the Connect option.

Step 6 The console displays the booting process, and shows the login prompt.


Chapter 4 Configuring the Virtual Collector Deploying the Smart Care Virtual Collector on XenServers

Figure 4-27 Smart Care Virtual Collector console in Hyper-V Manager




Deploying the Smart Care Virtual Collector on XenServersThe Cisco Smart Care Virtual Collector can be deployed on Citrix XenServers. The virtual collector is downloaded in the .xva (Xen Virtual Appliance) file format, and imported to the XenServer.

Note Citrix XenServer is an open source virtualization platform for managing cloud, server and desktop virtual infrastructures. Citrix XenCenter is the Windows-native graphical user interface for managing Citrix XenServers. Cisco Smart Care supports Citrix Xenserver version 6.0.

Note To create a new virtual machine, the Cisco Smart Care virtual collector needs to be imported in the Xen Virtual Appliance (.xva) format to the XenServer.

This section explains how to deploy Smart Care Virtual Collector on Citrix XenServers (V 6.0).

– Installing the XenCenter and Adding the XenServer, page 4-20

– Importing the .XVA file, page 4-22



Installing the XenCenter and Adding the XenServer

Step 1 Install the XenCenter (For more details, refer to http://www.citrix.com/xenserver/download)

Figure 4-28 XenCenter Setup

Step 2 Add the XenServer to the XenCenter. For this right click the XenCenter icon on the left corner of the XenCenter home page and click Add. Or click on Add a Server icon in the home page.

Figure 4-29 Citrix XenCenter


http://www.citrix.com/xenserver/download


Step 3 The Add New Server page is displayed. Enter the Server IP, and login credentials (Username and Password) for the XenServer.

Figure 4-30 Adding a XenServer

Step 4 To view the activity/connection logs, click Logs tab. The following screen is displayed.

Figure 4-31 XenServer Event Logs



Importing the .XVA file

Following steps explain how to import the Smart Care virtual collector file (.xva file ) to the XenServer.

Step 1 Login to the Smart Care portal and click Partner Administration> Software Download. The Software Download page appears as shown in Figure 4-14.


Step 2 Click Download the latest virtual image of the collector in XVA format in the Software Download page.

Note See Size of the Virtual Collector Image, page 4-2 for information on the .xva file size.

Step 3 Right click on the XenServer (added newly) and select Import. The Import wizard appears as shown in Figure 4-33.

Figure 4-33 Selecting the Import option

Step 4 Select the .xva file location using Browse. Click Next.



Figure 4-34 Importing the .xva file to the XenServer

Step 5 Select the XenServer where you want to import the Smart Care virtual collector. Click Next.

Figure 4-35 Selecting the XenServer



Step 6 Select the Storage Repository. Click Import. This step prepares to import the VM.

Figure 4-36 Selecting the Storage Repository

Step 7 Select the Virtual network interfaces. Click Next.

Figure 4-37 Selecting Virtual Network Interfaces



Step 8 Click Finish.

Figure 4-38 Completing the Smart Care Virtual Collector import



Step 9 The virtual collector is displayed in the XenCenter right hand pane as shown in the figure below.

Step 10 Select the Console tab to see the Smart Care virtual collector command prompt.

Step 11 Enter the login credentials (login/password) to login to the collector.



Figure 4-39 Smart Care Virtual Collector console from XenCenter

Note Use Undock button to make the console a movable window. (Redock - to bring back to the same display)



Figure 4-40 Undock the Console

Step 12 Upgrade the collector software using the update command.




C H A P T E R 5
Managing the Cisco Smart Care Collector
This chapter describes various management tasks to keep the Cisco Smart Care Service Collector (either hardware, software or virtual) running smoothly and efficiently.

Managing the CollectorThis section describes the two methods used for upgrading the Hardware/Virtual Collector. Follow the steps in the section that pertains to the type of upgrade you want to perform:

• Upgrading the Collector, page 5-2

– Upgrading Smart Care Collector via User Interface, page 5-2

– Upgrading Smart Care Collector via CLI, page 5-3

– Upgrading Older Smart Care Collector, page 5-3

– How to Determine/Verify Installed Service Pack Version and Collector Status, page 5-4

– Connecting to Smart Care Collector via Remote Device Access (RDA), page 5-4

– Configuring Auto Update, page 5-4

• Remote Device Access, page 5-6

– Using SSH to Access a Collector Remotely, page 5-6

– Using the Remote Access Feature, page 5-7

• Support Information, page 5-9

• Moving or Removing a Collector, page 5-12

Note Upgrading does not affect the registration process or the device data on the collector. To update Smart Care, you do not need to uninstall earlier versions. The update process requires nothing more than the update software package. After you complete the update, the Collector reboots automatically.

Note It is critical to maintain the correct time on your Collector when operating Smart Care. Services cannot be reliably scheduled to run if the system clock does not keep the correct time. You can use the timesync command to help you to maintain the correct time.


Chapter 5 Managing the Cisco Smart Care Collector Upgrading the Collector

Upgrading the Collector

Upgrading Smart Care Collector with 1.10 or above to the latest versionTo upgrade your Smart Care collector, do the following:

Step 1 Determine “Installed service pack version”. Refer to How to Determine/Verify Installed Service Pack Version and Collector Status, page 5-4.

Step 2 If the installed service pack version is 1.12 then the Collector is with the latest version. No further upgrades are required.

Step 3 If installed service pack version is NOT one among the below list, proceed to Upgrading Older Smart Care Collector, page 5-3.

1. sp-1.11.0-0-0-lnx64 or

2. sp-1.11.1-0-0-lnx64 or

3. sp-1.11.2-0-0-lnx64 or

4. sp-1.11.0-0-0-lnx32 or

5. sp-1.12.0-0-0-lnx64 or

6. sp-1.12.0-0-0-lnx32

Note To upgrade the collector via CLI proceed to Upgrading Smart Care Collector via CLI, page 5-3 section, or to upgrade the collector via user interface, proceed to Upgrading Smart Care Collector via User Interface, page 5-2 section.

Upgrading Smart Care Collector via User Interface

Step 1 Login to Smart Care Portal and navigate to Partner Administration > Software Updates screen.

Step 2 Verify whether Software Center Connectivity Status is connected, if not, do the following:

1. Connect to Smart Care Collector via SSH or Remote Device Access (RDA).

2. Login as admin user.

3. Execute conf serv enable command.

4. Enter CCO username and password when requested.

Step 3 If the Collector Status is not enabled, then verify that the Collector has been installed, registered,

assigned, and enabled correctly.

Step 4 Select the checkbox corresponding to the Collector to update, and click Software Updates button.

Step 5 Click Next button in the Upgrade Wizard. Make sure Set all collectors to latest Service Pack radio

button is selected.

Step 6 Click Next button in the Upgrade Wizard. Make sure On Demand (Run Now) radio button is selected.

Step 7 Provide the name and description and click Next.



Step 8 Submit the upgrade request.

Step 9 Wait for 15-20 minutes and click Partner Administration > Software Updates screen.

Step 10 Verify the Installed service pack version for the collector is sp-1.12.0-0-0-lnx64 or sp-1.12.0-0-0-lnx32.

Upgrading Smart Care Collector via CLI

Step 1 Connect to Smart Care Collector via SSH or Remote Device Access (RDA).

Step 2 Login as admin user.

Step 3 Execute check update minor command, version number will be either sp-1.12.0-0-0-lnx64 or

sp-1.12.0-0-0-lnx32.

Step 4 Execute download sp-1.12.0-0-0-lnx64 when the version number is sp-1.12.0-0-0-lnx64 or

download sp-1.12.0-0-0-lnx32 when the version number is sp-1.12.0-0-0-lnx32.

Step 5 Execute apply sp-1.12.0-0-0-lnx64 when the version number is sp-1.12.0-0-0-lnx64 or

apply sp-1.12.0-0-0-lnx32 when the version number is sp-1.12.0-0-0-lnx32.

Smart Care Collector will restart during the upgrade.

Step 6 Login as admin and execute show version command.

Step 7 Make sure that the Collector version is 1.13.64.0 for Hardware/Virtual Collector.

Upgrading Older Smart Care Collector

Step 1 Connect to Smart Care collector via SSH or RDA.

Step 2 Login as admin user.

Step 3 Execute update command. Do not enter any value for URL

Step 4 Type in CCO username and password.

Step 5 Once the download is completed a confirmation question will be asked. Type Yes. Once the upgrade is completed, collector will restart.

Step 6 Login as admin and execute show version command. Make sure that the Collector version is 1.13.64.0 for the Hardware/Virtual Collector.

Step 7 Execute conf serv enable and type in CCO username and password when prompted.

This will allow the upgrade of Smart Care collector via the Smart Care portal.



How to Determine/Verify Installed Service Pack Version and Collector Status

Step 1 Login to Smart Care portal and go to Partner Administration > Software Updates.

Step 2 The Software Updates screen is displayed. In the screen, for each collector, the corresponding Installed Service Pack version, Collector Status, and Collector Connectivity Status are displayed.

Figure 5-1 Collector Versions

Connecting to Smart Care Collector via Remote Device Access (RDA)

Step 1 Login to Smart Care Partner Portal.

Step 2 Go to Partner Administration > Collector Configuration.

Step 3 Select the collector and click on View link in the Details column.

Step 4 Click on the Remote Device icon next to the Collector name.

The SSH screen is displayed from where you can remotely login to the collector.

Configuring Auto UpdateYou can configure an auto update policy to download and install latest patches. The auto update feature configures the frequency and content of collector auto-updates. In addition, there is an implicit policy for mandatory auto-updates (such as data definition patches, and critical OS level-security patches). This implicit policy is always enabled by default and cannot be configured or deleted.

configure autoupdate <level> [<periodicity> | time-interval>] [-W]

conf au <level> [<periodicity> | <time-interval>] [-W]

<level>::= major | minor | maintenance | patch //Service pack autoupdate level

Note Currently only minor level updates are supported.

• Although ‘major’ is included as a possibility, it is not likely to be used. Since major releases may be mapped into different offers, major release updates are likely to be manual.

• Patches are picked up by the auto-update based on criteria such as compatibility, optimality etc.

• Auto-updates pick up base collector updates, including base collector patches, to optimize the collector build. Meta-data is used to match base collector versions to service pack versions.



• When both the <periodicity> and the <time-window> options are omitted, auto-update defaults to once every 24 hours with a preference for night-time updates.

• In line with general Smart Service CLI rules, parameters are not case sensitive.

• Days of the week may be abbreviated to their first three letters, such as “Sun”, “Mon”, “Tue”, “Wed”, “Thu”, “Fri”, “Sat”.

• Entering a configure autoupdate command overrides all previous entries of the configure autoupdate command with the same service pack autoupdate level. In effect, a new policy is instituted for that autoupdate level. Although the new policy is effective immediately, in-progress checks and updates per the previous policy are not canceled.

• An update at any level overrides updates at lower levels per the order major > minor > maintenance > patch. In other words, all lower levels are auto-updated to the latest. For instance, an auto-update specified at minor level picks up the latest maintenance release and all applicable patches for that maintenance release.

• Policies for different autoupgrade levels whose execution coincides in time shall be merged by updating at the highest level. Per the previous rule, this overrides lower levels.

<periodicity>::= -P <hour | day | week | month> <integer periodicity-value>

The server is checked for updates once in this interval. The selected time is optimized for night-time and weekend operation.

A 12-hour format used for the time of day.

Midnight and noon are 12:00 AM and 12:00 PM respectively.

Monday 12:00 AM is the midnight just before Monday morning.

<deviation>::=-D <integer in the range 1-12 inclusive>

The update interval consists of the specified <time of day> +/- <deviation> hours.

Examples:

configure autoupdate minor –T Sunday 4 AM –D 1 -W

configure autoupdate maintenance –P day 4

configure autoupdate patch –P day 2

configure autoupdate minor –T Saturday 9 PM // Overwrites the first policy in this list

Examples

-P hour 3 Once every three hours.

-P day 10 Once every ten days.

-P week 1 Once every week.

-P month 2 Once every two months.

<time-interval>:: - T <day of week> <time of day> [-D <deviation>]

<day of week>:: Monday | Tuesday | Wednesday | Thursday | Friday | Saturday | Sunday

<time of day>:: HH:MM (AM|PM)


Chapter 5 Managing the Cisco Smart Care Collector Remote Device Access

Some auto-updates might result in collector reboot. This is not a matter of concern since collector workflows (such as collection of network element data) are designed for crash recovery with minimal data loss. If there is any possibility of a reboot, you are warned of the possibility in response to the auto-upgrade command. You can then delete the policy if you want.

-W as in “wait” implies do not apply update but wait for further command-

Examples:

configure autoupdate minor –T Sunday 4 AM –D 1 -W

configure autoupdate maintenance –P day 4

configure autoupdate patch –P day 2

configure autoupdate minor –T Saturday 9 PM // Overwrites the first policy in this list

Delete Auto Update

delete autoupdate [<level>]

delete auto [<level>]

Delete autoupdate command deactivates the current autoupdate policy at the specified level. If no level is included, then all current autoupdate policies for the collector are deleted. The implicit policy for mandatory autoupdates (e.g. data definition patches, critical OS level-security patches) is never deleted.

The policies that are deleted are shown in the response.

Privileges:cisco, admin, user

Configure Server Connection

conf server-connection <enable|disable>

This command enables the collector to receive software updates from the Cisco server. The Software Update Connectivity Status column in the Software Update screen is blank if the connection is not established. As a result you cannot upgrade the selected collector.

Remote Device Access This section describes how to access the Smart Care collector via Remote Device Access (RDA):

– Using SSH to Access a Collector Remotely, page 5-6

– Using the Remote Access Feature, page 5-7

Using SSH to Access a Collector RemotelyPartners and Cisco support personnel can access the Smart Care collector in the customer network from a remote location using SSH. By default, the SSH connection to the collector is disabled. To enable or disable the SSH access, execute:

• access enable - to enable the access

• access disable - to disable the access



Using the Remote Access FeatureYou can upgrade the Collector when you are not on the customer network by using the Remote Access feature from the Smart Care Partner Portal. This feature opens a remote session and allows you to run commands on the Collector command-line interface.

Note Use the timesync command to ensure that the collector clock maintains the correct time to establish a remote connection.

Note The Remote Access Feature uses a short time-out interval. Try to enter command sequences quickly.

Step 1 Login to the Smart Care Partner Portal by using your CCO ID and password.

Step 2 Navigate to Customers: Customer name > Administration > Collector Configuration.

Step 3 Click the View link under Details.

Step 4 Click the icon next to the Cisco Collector Name. This opens the remote access terminal window.

Figure 2 The Remote Access Icon

Step 5 Enter your username and password to login to the Collector.

Figure 5-3 Remote Access (SSH)



After you are logged in, you can enter any one of the CLI commands that the collector supports during remote access.

Following table lists the CLI commands supported and unsupported during Remote Device Access (RDA):

Table 5-1 Supported /Unsupported CLI commands in RDA

Supported CLI Commands in RDA Unsupported CLI Commands in RDA • show

ver|net|st|run|sch|reg|tech|comp|down|apply|auto|serv]

• about

• date

• timesync

• trace [ena|disable|del]

• mailtrace

• update

• passwd [admin|cisco]

• ping

• traceroute

• reset outbox

• clientsw restart

• access [ena|disable]

• dmidecode

• check update *

• download *

• apply *

• conf [auto|serv]

• delete autoupdate *

• reload

• poweroff

• logout

• register

• unregister

• conf ip

• timezone

• trace view

• changing hostname


Chapter 5 Managing the Cisco Smart Care Collector Support Information

Support InformationYou can run the show tech command on the collector and send the output to Cisco support for troubleshooting. You can run the show tech command from the collector or from the portal. The output of the show tech command is available in a text file that you can download. The show tech command gives the following output:

• Time Stamp of running show tech. Contains Collector date time and time zone information.

Figure 5-4 Show tech command

• Output of show status

– Registration info, message counts, last server connected timestamp and so forth. Same as the show reg output

– Installed Services

– Current running Operations info. Same as the show run output

– Queued Operations

– Scheduled Operations info. Same as the show sch output

• Output of show ver – Collector version info

• Output of show net – Collector network Configuration



Figure 5-5 Show net command

• Output of hostname – Collector Host Name

• Collector Software (OpsXML Runtime) - Last OpsXML Startup or Stop timestamp

• Number of Failed Outbox entries.

• Device Trace Status: Device Trace Enabled or Not enabled

• OpsXML Module health status and Start time of each module

• InboxOutboxLogs log file last 200 lines

• timesync operation Schedule Status: timesync Scheduled or Not scheduled and NTP server information

• Output of dmidecode – Collector H/W and serial no information

Figure 5-6 dmidecode command



• List of Running process in Collector using ps -ef command

• Output of uptime command. Shows Collector uptime

• Output of free command. Show memory Usage details

• Output of vmstat command. Shows CPU usage details

• Output of df -h command. Shows Disk usage Details

• Output of top –b –n 1 command. Show per Process CPU and memory details

• OS Version

For the software client the following data are available in a text file:

• Running Operations

• Scheduled Operations Queued Operations

• Client Version Information

• Registration Information

• OpsXML Module health status and Start time of each module

• Number of messages in the OutBox

• Number of Failed Outbox entries

• Device Trace Status: Device Trace Enabled or Not enabled

• OS Version


Chapter 5 Managing the Cisco Smart Care Collector Moving or Removing a Collector

Moving or Removing a CollectorTo move or remove the Collector hardware:

Step 1 At the CLI prompt, enter unregister. (For information on using the CLI, see Chapter 3, “Configuring the Hardware Collector.”)

Step 2 At the Would you like to un-register this collector? prompt, enter y (see Figure 5-7).

Figure 5-7 Unregistering the Collector

Step 3 To confirm, at the prompt, enter show reg. The Status field shows Inactive.

To confirm that the collector in unregistered from the GUI, navigate to the customer’s entry and click Administration > Collector Configuration. All customer data is deleted and the collector is reset to factory defaults.

Note If the unregister command fails, you can unregister forcibly by using the unreg -force command.

You can now disconnect and unrack the collector.

Refer to the manufacturer’s installation instructions that shipped with this collector for information on unracking the collector.

========================================================================== Cisco Smart Care Collector Un-registration

==========================================================================

Would you like to un-register this collector (y|n)?


C H A P T E R 6
Troubleshooting
This chapter includes troubleshooting suggestions for some problems you may encounter.

Cisco Smart Care Software Collector Registration ErrorsTable 6-1 describes some Cisco Smart Care Software Collector error messages that may appear during the Smart Care installation or registration process.

For more information on troubleshooting issues related to collector registration, see the Smart Care Community web site at https://supportforums.cisco.com/community/netpro/solutions/smart_services/smartcare.

Click the Technical Documentation button; look for the Troubleshooting Collector Registration document.

For support information refer to the Support link on the Smart Care navigation pane.

Table 6-1 Registration Errors

Message Meaning Recommended Response

Failed to connect to server A network failure or invalid server name prevented the connection.

Double-check the server name or troubleshoot your network connection,

CCO Partner Validation Failed The (cisco.com) username, password combination is not valid.

Double-check the username or password. If necessary contact the Smart Care administrator.

CCO Customer Validation Failed The (cisco.com) username, password combination is not valid. Or the customer is not valid for this partner.

Double-check the username or password. Double check the proper partner ID for this customer. If necessary report the message to the Service Support Center (SSC).

Contact the Server Administrator. Failed to remove details

An error occurred on the server.

Report the message to the Service Support Center (SSC).


https://supportforums.cisco.com/community/netpro/solutions/smart_services/smartcare

Chapter 6 Troubleshooting Cisco Smart Care Database Error

Cisco Smart Care Database ErrorTable 6-2 describes the database error message that may be displayed.

Software Collector Installation FailureOccasionally, the client installer fails with an error message that the software failed to install (for example, 1628:Failed to complete installation).

While you may be able to restart the installer and complete the installation successfully, Cisco recommends that you:

Step 1 Launch Windows Task Manager and stop any msiexec.exe processes.

Step 2 Delete any Windows temp directories (for example, C:\Windows\Temp).

Step 3 Reboot your PC.

Step 4 Restart the client installer.

Table 6-2 Database Error

Message Meaning Recommended Response

The target database OpsXML can’t be deleted. It may be used by another application. Close all applications that use this database and press Retry to proceed with this installation. Or please check whether OpsXML.mdf and OpsXML.ldf files exists in SQL Server’s data folder. Please delete those files and press Retry. Otherwise Press cancel if you don’t want to delete this database to exit installation.

If the user installs Cisco Smart Care Software Collector after a previous uninstall of Cisco Smart Care Network Client, there is the very rare possibility of some of the database files still remaining in the system. In that case, the installer won’t be able create Cisco Smart Care Service database in the MSDE.

One possibility is that one of the following data/log files exists in the system:

OPSXML.mdf

OPSXML_log.LDF

GGEVENT.mdf

GGEVENT_log.LDF

POLICYSCHEDULER.mdf

POLICYSCHEDULER_log.LDF

Delete the files from the <WINDISK>\Program Files\Microsoft SQL Server\MSSQL\Data where WINDISK is the disk drive that contains the main operating system environment. A typical example is C:\Program Files\Microsoft SQL Server\MSSQL\Data. Then press Retry to proceed with the installation. Pressing Cancel cancels the Cisco Smart Care Service installation. A typical screen shot shows the existence of these files in the SQL Server’s/MSDE’s data folder.


Chapter 6 Troubleshooting Using the CLI

OpsXML Server Not RunningIf you receive a message saying the OpsXML Server (on the Software Collector) is not running, restart it by following these steps:

Step 1 Right-click the Smart Care Client icon and click Stop.

The client freezes up and may stop working. You can ignore any messages to this effect.

Step 2 Stop the Software Collector OpsXML Server by clicking Start > Program Files... Stop OpsXML...

Step 3 Wait a few moments.

Step 4 Start the Software Collector software by clicking Start > Program Files... Start DE Client

You may also be able to restart it from the client icon in the icon tray if it is visible. (It may disappear when you stop Smart Care Client.)

Step 5 When the Smart Care Client is running, click Refresh (on the Operations tab) to verify that the OpsXML Server not running message has disappeared.

Note The OpsXML server pertains to the software client.

Using the CLI From the CLI, you can gather information on and control the Software Collector (see Using the CLI, page 6-3 for instructions on using the CLI).

Displaying Version InformationTo determine the software versions running on the collector, from the CLI prompt (>), enter show version. A sample screen is shown in Figure 6-1.

Figure 6-1 Version Information



Showing Network Configuration To display network information, from the command prompt (#), enter show net. A sample screen is shown in Figure 6-2.

Figure 6-2 Network Information

Showing Status To display current status of the Software Collector, from the command prompt (>), enter show status. This includes version information, installed services, registered information, running services, and scheduled services. A sample screen is shown in Figure 6-3.

Figure 6-3 Software Collector Status Information



Displaying Service Information

To display information from the CLI about installed services, use the show sch command.

The display shows the services that are installed for this customer. A sample screen is shown in Figure 6-4.

Figure 6-4 Installed Services

You know you’ve reached the end of the show status display when the prompt changes to (END).



Using the show run CommandUse the show run command to display information on running operations. When no operation is running, there is nothing to report as is shown in Figure 6-5.

Figure 6-5 Show run Command Output

Note This command is not the same as the Cisco IOS show run command.

Using the show reg CommandUse the show reg command to verify which build image an Software Collector is using, its status, message counts, OpsXML version, Collector name, hostname, registered date, Client License expiration date and status. Server information includes server name, Server URL, last connected time, and status.

Polling information includes total number of the inbox and outbox counts plus the polling interval details. A sample show reg output is provided in Figure 6-6.

Figure 6-6 Show Registration Command Output



Examining Scheduled ServicesTo determine what services are scheduled to run, use the sh sch command. An example of the output from this command is shown in Figure 6-7.

Figure 6-7 Show Schedule Command Output

Using the trace CommandThe enable mode trace command, available to Software Collector administrators, captures detailed information about the Software Collector interaction including connection details, commands issued on the device, and the Software Collector responses. This command is useful for troubleshooting Software Collector behavior issues.

To use the trace feature, follow these steps:

Step 1 Log as an administrator using the enable command.

Step 2 Start capturing trace log information using the trace enable command.

Step 3 Display the trace logs using the trace view command.

Figure 6-8 illustrates entering the trace view command from an SSH shell.



Figure 6-8 The trace view Command

Step 4 Select the service as shown in Figure 6-9.

Figure 6-9 Selecting the Service

Step 5 Choose a log file for viewing as shown in Figure 6-10.



Figure 6-10 Selecting a Log to View

Step 6 Review the log file as shown in Figure 6-11.

Figure 6-11 Viewing the Log

Each log file shows the entire interaction between the Software Collector and a device for a given instance (1 run) of a service. The file shows the commands issued by the Software Collector, the responses (prompts) that are expected back from the device, and the data actually returned. The farther down in the screen shots you go, the more information there is. This is helpful for troubleshooting individual devices.

Step 7 Use the quit command to close the log file.

Step 8 To disable the trace log, use the trace disable command.

Step 9 To delete existing device trace logs from the Software Collector, use the trace del command.



Using the traceroute CommandUse the traceroute command to trace the route taken by the packet to the network host. The traceroute command is useful for locating the point of failure in the event ping does not return a response from the pinged device.

An example of the traceroute command is shown in Figure 6-12.

Figure 6-12 The traceroute Command

Using the ping CommandThe ping command is useful for confirming that a device is reachable on the network. By default ping sends four ICMP packets. If you want a continuous ping, use ping -e.

An example of the ping command is shown in Figure 6-13.

Figure 6-13 The ping Command

To interrupt (stop) a ping, press Ctrl-C.

Smart Care# ping 10.3.0.1

PING 10.3.0.1 (10.3.0.1) 56/84 bytes of data. 64 bytes from 10.3.0.1: icmp_seq=0 ttl-225 time=2.04 ms 64 bytes from 10.3.0.1: icmp_seq=0 ttl-225 time=2.04 ms 64 bytes from 10.3.0.1: icmp_seq=0 ttl-225 time=2.04 ms 64 bytes from 10.3.0.1: icmp_seq=0 ttl-225 time=2.04 ms

--- 10.3.0.1 ping statistics --- 4 packets transmitted, 4 received, 0% packet loss, time 3004ms rtt mn/avg/max/mdev = 1.372/1.550/2.044/0.286 ms, pipe 2

Smart Care#



Using the timezone CommandSmart Care requires that the Software Collector be configured with the correct time information.

To set the time zone for the Software Collector, use the timezone command. Figure 6-14 lists the time zone options. Use the arrow keys to select the proper time zone for the location of the Software Collector. You are prompted to confirm before setting the time zone. To exit, press ESC.

Figure 6-14 Timezone Options

Using the timesync CommandSmart Care requires that the Software Collector be configured with the correct time information.

To set the time on the Software Collector to the clock used in your network, use the timesync command. You are prompted to identify an Network Time Protocol (NTP) server by either hostname or IP address.

Enter y at the Would you like to synchronize time prompt as shown in Figure 6-15.

Figure 6-15 Synchronizing Time

Israel Jamaica Japan Kwajalein Libya MET MST MST7MDT Mexico/ Mideast/ NZ NZ-CHAT Navajo PRC PST8PDT Pacific Poland Portugal

Return Key: Select | Arrow keys: Navigate | ESC: Quit



Synchronizing the Smart Care Collector Clock

Set the clock on the Smart Care Collector to the correct time and synchronize the clock to your NTP server. A collector that uses the incorrect time will not run services on schedule.

To set and synchronize the Collector clock:

Step 1 From the Collector, open a command window.

Step 2 To set the time zone, use the timezone command.

Step 3 To configure NTP server information, use the timesync command.

Step 4 Configure the NTP server with the correct time and date and accept the default synchronization interval of 24 hours.The following question appears: “Do you want to synchronize time with this server periodically?”

Step 5 Enter yes. The time is set to synchronize every 24 hours.

Once the Software Collector has connected with the NTP server and successfully synchronized time, you can schedule periodic synchronizations. By default, synchronizations occur every 24 hours. Cisco recommends you use this default.

Note NTP requires a direct connect Internet connection. HTTP proxy is not supported.

Using the date CommandSmart Care requires that the Software Collector be configured with the correct date information.

To verify the current date setting, use the date command. The output includes the day of the week, month, hours, minutes, seconds, timezone identifier, and year. For example:

Tue Sep 18 02:40:32 PDT 2007

Using the conf ip CommandTo configure network information, use the conf ip command. The output of this command displays existing data. There are three options:

• Enter R to delete (remove) the settings.

• Enter M to change (modify) the configuration.

• Enter S to skip modification and leave the configuration unchanged.

Use this command to configure or modify:

• The mode of IP addressing (DHCP or static). If you specify DHCP, you are prompted for the DHCP server IP address. The DHCP server provides its configuration details.

• The Hostname. Valid characters are a-z A-Z 0-9 @. Maximum length is 64 characters.

• The IP address. Use a valid IPv4 address in dotted decimal notation.

• The netmask. Use a valid subnet mask in dotted decimal notation.

• The default gateway. A default gateway or proxy server must be configured.



• The DNS name server details. You can specify up to three name server IP addresses. You must specify at least one name server.

• The proxy server. You can specify the proxy server IP address/hostname, port, user name password, and domain name if direct connection through the gateway is not available.

Using the register CommandUse the register command to register the Software Collector to the Smart Care server. You are prompted for the following:

• Server IP address

• Server port number

• Protocol (use HTTPS)

• Partner CCO login name and password

• Collector name

• Customer login name and password (optional)

Note Make sure the server is reachable by pinging it. If not, use the conf ip command to check the network configuration. If you are using a proxy server, make sure you can access the server through the proxy server.

If any of the values are missing, registration fails. In this event restart the Software Collector and try registering again.

Using the unregister CommandUse the unregister command to unregister the Software Collector with the Smart Care server. If services are scheduled or running you are prompted that you cannot unregister. To force an unregistration use the unregister force command to override all checks. The unregistration command is shown in Figure 6-16.

Figure 6-16 Unregistration Command

====================================================================================

Cisco Smart Care Software Collector Un-registration

====================================================================================

Un-registration will cleanup all running operations and schedules (if any). Would you like to unregister this collector (y|n)? y



Using the mailtrace CommandUse the mailtrace command to mail zipped trace logs files for the past five days. Initially mailtrace calculates and prints the size of the zipped file and prompts you for confirmation. On confirmation, mailtrace prompts for senders e-mail address, recipients e-mail address, mail server IP.

Success of the mailtrace command depends on the mail server configuration.

Figure 6-17 Mailtrace Command

Using the hostname CommandUse the hostname command to assign a name to the host. You can also use it to display the current Software Collector host name.

Using the passwd CommandUse the passwd command to change the Cisco or admin password.

Using the reload CommandUse the reload command to reboot the system.

Using the poweroff CommandUse the poweroff command to shut off the power to the Software Collector.

Using the logout CommandUse the logout command to exit from the current command shell.


Chapter 6 Troubleshooting Check the Count of Messages at the Outbox

Backing Up Your DataThe Smart Care backup/restore feature allows you to back up and restore your Collector data.

Note Refer to the section Back up and Restore of Credentials in the Smart Care Service Partner User Guide for more information.

Check the Count of Messages at the Outbox To find out how many messages are waiting to be sent to the Smart Care server, from the Software Collector use the following command: show reg

The outbox message count provides the count of messages that are currently queued, as shown in Figure 6-18.

Figure 6-18 Outbox Message Count


Chapter 6 Troubleshooting Check the Count of Messages at the Outbox

Purge All Messages from the Outbox

Caution This command destroys all the messages that the outbox contains. In other words, information was collected in earlier service runs but was not sent to the Smart Care server to be posted to the Smart Care portal.

Smart Care provides a command that you can use to purge all messages from your outbox. To empty your outbox of all messages, from the Software Collector enter the following: reset outbox

Ideally, you should not need to run this command. However in unusual circumstances, when the outbox messages fail to clear, you may want to use this command, for example, to avoid restarting the collector.

Figure 6-19 Reset Outbox


Chapter 6 Troubleshooting Welcome Screen

Welcome ScreenThe Welcome screen includes useful links for resources like Cisco Technical Support and training. The Welcome page is displayed by default when the application opens. If you have closed the page or unchecked the Always show this Page when I login checkbox, click the Welcome link in the navigation pane to redisplay it.

Figure 6-20 Welcome Page

Online HelpTo display an online version of the Smart Care user guides, click the Help link on the page header.

Virtual Collector Troubleshooting The following section contains troubleshooting information for the virtual collector.

Smart Care Virtual Collector - Boot up errorWhile booting, the Smart Care Virtual Machine tries to get the IP address from the DHCP server by default. If it fails to get IP address and other networking parameter the following error occurs while booting up.

Bringing up interface eth0:

Determining IP Information for eth0 …. Failed [FAILED]


Chapter 6 Troubleshooting Virtual Collector Troubleshooting

Figure 6-21 Boot Up Error

Resolutions #1

• Check the local DHCP server to resolve the above issue and to assign IP address for the Smart Care Virtual Collector.

• Power off the Virtual Collector and then Power On again to get IP address and other networking parameters from the DHCP server.

Resolution #2

• If the DHCP server is not available and the static IP address is needed to Smart Care Virtual Collector then see Cisco Smart Care Service Configuration Guide to configure the static IP Address.

Smart Care Virtual Collector - Network ConnectivityIf Smart Care Virtual Collector failed to connect to the external network or Cisco backend after login using admin credentials, check if the following ping command fails.

ping tools.cisco.com

If you see the following out from the above command then the IP address and other networking parameters are not configured properly to the Smart Care Virtual Collector.

Ping: unknown host tools.cisco.com



Figure 6-22 Ping Command

Resolution #1

• Check the IP configurations from the Smart Care Virtual Collector using show net command.

Figure 6-23 Ping Command Resolution

• If the IP address is not assigned (i.e. IP Address is blank from the above command output) to Smart Care Virtual Collector then check the host network connection and DHCP server availability and configuration to assign IP address and other networking parameters to the Smart Care Virtual Collector by default.

Resolution #2

• If the DHCP server is not available and the static IP address is needed to Smart Care Virtual Collector then see Cisco Smart Care Service Configuration Guide to configure the static IP Address.

Resolution #3

The valid IP address and other networking parameters are configured to Smart Care Virtual Collector but it's still failing to connect to external network or Cisco backend then check the following network adapter configurations.

• Select the Smart Care Virtual Collector and Summary tab.



• Click on Edit Settings link. The Virtual Machine properties window appears.

• Click on Network Adapter from the Hardware tab. The device status details appear. Under Device Status, if it is unselected, select the Connected check box, and click OK

Figure 6-24 Network Adapter

Smart Care Virtual Collector - Martian Source messagesAfter Smart Care Virtual Machine boots up, if the IP address is not assigned to Virtual machine then the following Martian source messages may appear on the Virtual machine console and these message will not allow you to carry on typing the text or commands on the console. These are informational and not error messages. Once the valid IP address is configured then the following messages will not appear.



Figure 6-25 Martian Source Messages

Resolutions #1

• Check the local DHCP server to resolve the above issue and to assign IP address for the Smart Care Virtual Collector.

• Power off the Virtual Collector and then Power On again to get IP address and other networking parameters from the DHCP server.

Resolutions #2

If the local DHCP server is not available then proceed with the following steps to avoid the above messages on the console.

• Select the Smart Care Virtual Machine and click on Summary tab.

• Click on Edit Settings link. The following Virtual machine properties window appears.



Figure 6-26 Virtual Machine Properties Window

• Click on Network Adapter from Hardware tab. The device status details appear. Under Device Status, if it is selected, unselect the Connected check box, and click OK



Figure 6-27 Connected Check Box

• Now check the Smart Care Virtual Machine console to ensure that the information messages do not appear. Click on console and press Enter for login.

Figure 6-28 Console Login



• Login to the Smart Care Virtual Collector and configure the Static IP. See Cisco Smart Care Service Configuration Guide for more details on IP Address configuration.

• After successful IP configurations, Power Off and Power On again. This step reboots the virtual collector without any errors on the interface eth0.

Figure 6-29 Reboot the Virtual Collector

• After successful reboot, Select the Smart Care Virtual Machine and click on Summary tab.

• Click on Edit Settings link. The following Virtual machine properties window appears.

Figure 6-30 Virtual Machine Properties Window



• Click on Network Adapter from Hardware tab. The device status details appear. Under Device Status, if it is unselected, select the Connected check box, and click OK

Figure 6-31 Select the Connected Check Box

Smart Care Virtual Collector - Power on errorAfter deploying Smart Care Virtual Collector (OVF) on the server (ESX/ESXi), if you receive the following message when you power on the virtual collector, it means that the server host does not support the 64-bit guest OS because the virtual technology configurations are disabled.



Figure 6-32 Power On Error

Resolution #1:

To resolve this problem, your ESX/ESXi server host includes CPUs with Virtual Technology (VT) support and Virtual Technology (VT) must be enabled. For more details, go through the following steps.

• Check your VMware documentation on VMware ESX/ESXi server for requirements specific to 64-bit guest operating system.

• Check your host system documentation or contact your system vendor on Virtual Technology (VT) settings and to request a BIOS version that lets you enable Virtual Technology (VT) support.

If the CPU supports the Virtual Technology (VT) but its disabled then it can be enabled manually at BIOS level. The following steps provide a guide to enable the Virtual Technology (VT) settings at system BIOS level.

Note:

• The following steps are for your information only and the steps may vary depending upon your system vendor.

• Contact your system vendor before performing any modification on BIOS settings.

• For any BIOS configuration changes, the ESX/ESXi server host must be rebooted before and after BIOS settings modification.

• Server reboot may impact on other virtual machines which are up and running on the server.

Follow these steps to reboot the server:

Step 1 Reboot the host. The following screen appears while booting.



Figure 6-33 Boot Screen

Step 2 Press <F12>. The following Boot menu appears.

Figure 6-34 Welcome Page

Step 3 Select <Enter Setup>. The following Configuration/Setup Utility menu appears.



Figure 6-35 Configuration/Setup Utility

Step 4 Select Advanced Setup. The following Advanced Setup menu appears.

Figure 6-36 Advanced Setup

Step 5 Select CPU Options. The following CPU Options menu appears.



Figure 6-37 CPU Options

Step 6 Select Virtual Technology option and change it to Enable if it's Disabled. And Save the settings.

Figure 6-38 Virtual Technology Option

Step 7 After Save and Exit, the system reboots automatically.




I N D E X

A

Collector 3-1

C

CLI session 3-1

Customer data 2-8

D

Database errors 5-2

H

Hardware collector 1-1

Hardware requirements 2-2

I

Installation prerequisites 2-2

Installing the Smart Care Software Collector 2-2

N

Software Collector 3-1

Software Collector installation 2-3

P

Prerequisites

Installation 2-2

procedure

Installing the Software Collector 2-3

starting a CLI session 3-1

R

Removing a collector 4-1

Removing the database 2-10

S

Smart Care Software Collector

Installation 2-2

Smart Care Service devices 1-1

Smart Care Service Environment 1-1, 1-2

Smart Care Service hardware 3-1

Software Collector database errors 5-2

Software requirements 2-1

System Tray 2-6

T

To install the Cisco Smart Care Software Collector 2-3

To start a CLI session 3-1

Troubleshooting 5-1

U

Uninstalling Cisco Smart Care Software Collector 4-1

IN-iCisco Smart Care Service Configuration Guide

Index

IN-iiCisco Smart Care Service Configuration Guide

Documents

Cisco Smart Care Service Configuration Guidebr.comstor.com/documents/51180/SC_1.12_Configuration_Guide_Nov1… · i Cisco Smart Care Service Configuration Guide Preface About Cisco