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Americas HeadquartersCisco Systems, Inc.170 West Tasman DriveSan
Jose, CA 95134-1706 USAhttp://www.cisco.comTel: 408 526-4000
800 553-NETS (6387)Fax: 408 527-0883
Cisco Smart Care Service Configuration Guide1.12 Release
November 2013
Customer Order Number: Text Part Number:
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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 GuideiCisco Smart Care Service Configuration
Guide
Smart Care Software Collector Quick Start GuideAdditional 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.
-
PrefaceFor 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 ServiceIntroduces the
Cisco Smart Care Service
products. Chapter 2, Installing the Software CollectorExplains
how to install of all necessary Cisco Smart
Care Service Software collector. Chapter 3, Configuring the
Hardware CollectorExplains how to install Cisco Smart Care
Service Hardware collector. Chapter 4, Configuring the Virtual
CollectorExplains how to install and configure the Cisco
Smart Care Virtual Collector. Chapter 5, Managing the Cisco
Smart Care CollectorExplains how to manage the Cisco Smart
Care Software Collector from the Command Line Prompt (CLI).
Chapter 6, TroubleshootingLists 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
Whats 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.htmlSubscribe
to the Whats 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
-
Deploying the Smart Care Virtual CollecInstalling the Smart Care
Virtual CollectDeploying Smart Care Virtual Collector
Virtual Machine Settings 13Deploying the Smart Care Virtual
Collector on VM Ware ESX/ESXi Servers 2or on a VMware Player 10C O
N T E N T S
C H A P T E R 1 Overview of the Smart Care Service
1Understanding 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
1Pre-requisites for Smart Care Collector Installation 1
Operating System Requirements 2System Requirements 2Browser
Requirements 2
Installing the Cisco Smart Care Software Collector 3Confirming
the Installation 7
Protecting Customer Data 9Uninstalling the Cisco Smart Care
Software Collector 10Reusing the Collector for New Customers
11Using the Software Collector Without a Proxy Server 11
Initial Set Up 11At the Customer Site 12
Using the Software Collector With a Proxy Server 12For Windows
XP 12For Windows 2000 12OpsXML Server Not Running Error 13
C H A P T E R 3 Configuring the Hardware Collector 1Configuring
the Hardware Collector 1
C H A P T E R 4 Configuring the Virtual Collector 1Before
Installation 1
Host Requirements 11Cisco Smart Care Service Configuration
Guide
on HyperV Servers 11
tor on XenServers 16
-
ContentsImporting the .xva file 19
C H A P T E R 5 Managing the Cisco Smart Care Collector
1Updating a Collector 1
Upgrading Smart Care Collector with 1.10 or above to the latest
version 1Upgrading Smart Care Collector via User Interface
2Upgrading Smart Care Collector via CLI 2Upgrading Older Smart Care
Collector 3Configuring Auto Update 4Delete Auto Update 5Configure
Server Connection 6Using SSH to Access a Collector Remotely 6Using
the Remote Access Feature 6
Support Information 8Moving or Removing a Collector 11
C H A P T E R 6 Troubleshooting 1Cisco Smart Care Software
Collector Registration Errors 1Cisco Smart Care Database Error
2Software Collector Installation Failure 2
OpsXML Server Not Running 3Using the CLI 3
Displaying Version Information 3Showing Network Configuration
4Showing Status 4Using the show run Command 6Using the show reg
Command 6Examining Scheduled Services 7Using the trace Command
7Using the traceroute Command 11Using the ping Command 11Using the
timezone Command 12Using the timesync Command 12Using the date
Command 13Using the conf ip Command 13Using the register Command
13Using the unregister Command 14Using the mailtrace Command
152Cisco Smart Care Service Configuration Guide
Using the hostname Command 15
-
ContentsUsing the passwd Command 15Using the reload Command
15Using the poweroff Command 15Using the logout Command 15Backing
Up Your Data 16
Check the Count of Messages at the Outbox 17Purge All Messages
from the Outbox 18
Welcome Screen 19Online Help 19Virtual Collector Troubleshooting
19
Smart Care Virtual Collector - Boot up error 19Smart Care
Virtual Collector - Network Connectivity 20Smart Care Virtual
Collector - Martian Source messages 22Smart Care Virtual Collector
- Power on error 273Cisco Smart Care Service Configuration
Guide
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Contents4Cisco Smart Care Service Configuration Guide
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C H A P T E R 1Overview 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
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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 CustomerBrowser
AdministrationDashboard, Reports
Data Flow for inventory andall other flows
CustomerClient
Hosted Services
2219
70
Network
CustomerAssessment Device1-2Cisco Smart Care Service
Configuration Guide
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C H A P T E R 2Installing 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
2-132-1Cisco Smart Care Service Configuration Guide
-
Chapter 2 Installing the Software Collector Pre-requisites for
Smart Care Collector InstallationPre-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) Memory1GB of RAM or more Hard disk space2 GB
minimum (including MSDE and database files)2-2Cisco Smart Care
Service Configuration Guide
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Chapter 2 Installing the Software Collector Pre-requisites for
Smart Care Collector InstallationBrowser 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-102-3Cisco
Smart Care Service Configuration Guide
-
Chapter 2 Installing the Software Collector Installing the Cisco
Smart Care Software CollectorInstalling 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. 2-4Cisco Smart Care
Service Configuration Guide
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Chapter 2 Installing the Software Collector Installing the Cisco
Smart Care Software CollectorStep 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 2-4.2-5Cisco Smart Care Service Configuration Guide
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Chapter 2 Installing the Software Collector Installing the Cisco
Smart Care Software CollectorFigure 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).2-6Cisco Smart Care
Service Configuration Guide
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Chapter 2 Installing the Software Collector Installing the Cisco
Smart Care Software CollectorFigure 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.2-7Cisco Smart Care Service Configuration Guide
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Chapter 2 Installing the Software Collector Installing the Cisco
Smart Care Software CollectorFigure 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.2-8Cisco Smart Care Service Configuration
Guide
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Chapter 2 Installing the Software Collector Installing the Cisco
Smart Care Software CollectorConfirming 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.2-9Cisco Smart Care Service Configuration Guide
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Chapter 2 Installing the Software Collector Protecting Customer
DataStep 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.2-10Cisco Smart Care Service Configuration Guide
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Chapter 2 Installing the Software Collector Uninstalling the
Cisco Smart Care Software CollectorUninstalling 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. 2-11Cisco Smart Care
Service Configuration Guide
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Chapter 2 Installing the Software Collector Reusing the
Collector for New CustomersStep 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. 2-12Cisco Smart Care Service Configuration
Guide
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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. 2-13Cisco Smart Care Service Configuration Guide
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Chapter 2 Installing the Software Collector Using the Software
Collector with a Proxy ServerNote 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.
2-14Cisco Smart Care Service Configuration Guide
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the password. Follow the collector prompts to change the user
password.Step 3 At the command prompt (#) enter show net. The c
configured. If the collector network interface obtailocal DHCP
server, go to Step 6.
Step 4 If the collector network interface does not obtain
aprocedures described in step 5 to manually configollector displays
the current network interface ns a valid IP address and name server
(DNS) from the C H A P T E R 3Configuring 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 3-1Cisco Smart Care Service Configuration Guide
valid IP address and name server settings, follow the ure the
collector network interface.
-
Chapter 3 Configuring the Hardware Collector Configuring the
Hardware CollectorStep 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.3-2Cisco
Smart Care Service Configuration Guide
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Chapter 3 Configuring the Hardware Collector Configuring the
Hardware Collectorj. 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 screen3-3Cisco Smart Care
Service Configuration Guide
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Chapter 3 Configuring the Hardware Collector Configuring the
Hardware CollectorStep 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.3-4Cisco Smart Care Service Configuration Guide
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Chapter 3 Configuring the Hardware Collector Configuring the
Hardware CollectorStep 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.3-5Cisco Smart Care Service Configuration Guide
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Chapter 3 Configuring the Hardware Collector Configuring the
Hardware Collector3-6Cisco Smart Care Service Configuration
Guide
-
Host running 64-bit OS version Standard x86-compatible or x86-64
processor
turned on (most AMD64 processors satisfy th Processor speed 2.4
GHz or higher Memory - Minimum 2 GB Hard Disk Minimum 20 GB with
the Intel Virtualization Technology (VT) feature is requirement) C
H A P T E R 4Configuring 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 computers hardware must be compatible
with ESX/ESXi Player and capable of running the 64-bit Virtual
machine (Guest OS). The host requirements are: 4-1Cisco Smart Care
Service Configuration Guide
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Chapter 4 Configuring the Virtual Collector Deploying the Smart
Care Virtual Collector on VM Ware ESX/ESXi ServersSize 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 5.0This 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 MBVHD - Microsoft Hyper- V 6.18 GBXVA- Citrix
3.94 GBVMX-Vmware (VM Player) 727 MB4-2Cisco Smart Care Service
Configuration Guide
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Chapter 4 Configuring the Virtual Collector Deploying the Smart
Care Virtual Collector on VM Ware ESX/ESXi ServersFigure 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_.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. 4-3Cisco Smart Care Service
Configuration Guide
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Chapter 4 Configuring the Virtual Collector Deploying the Smart
Care Virtual Collector on VM Ware ESX/ESXi
ServersSC_VM_CLIENT_x86_64_Linux_CentOS_5_5_OVF_.ovf
SC_VM_CLIENT_x86_64_Linux_CentOS_5_5_OVF_.mf
SC_VM_CLIENT_x86_64_Linux_CentOS_5_5_OVF_-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.4-4Cisco Smart Care
Service Configuration Guide
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Chapter 4 Configuring the Virtual Collector Deploying the Smart
Care Virtual Collector on VM Ware ESX/ESXi ServersFigure 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.4-5Cisco Smart Care
Service Configuration Guide
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Chapter 4 Configuring the Virtual Collector Deploying the Smart
Care Virtual Collector on VM Ware ESX/ESXi ServersFigure 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. 4-6Cisco Smart Care Service Configuration
Guide
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Chapter 4 Configuring the Virtual Collector Deploying the Smart
Care Virtual Collector on VM Ware ESX/ESXi ServersFigure 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. 4-7Cisco Smart Care Service Configuration Guide
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Chapter 4 Configuring the Virtual Collector Deploying the Smart
Care Virtual Collector on VM Ware ESX/ESXi ServersFigure 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.4-8Cisco Smart Care Service Configuration Guide
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Chapter 4 Configuring the Virtual Collector Deploying the Smart
Care Virtual Collector on VM Ware ESX/ESXi ServersFigure 4-11 Power
On
Step 16 Once the Smart Care virtual collector boots up you are
prompted for login details.
Figure 4-12 Login4-9Cisco Smart Care Service Configuration
Guide
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Chapter 4 Configuring the Virtual Collector Installing the Smart
Care Virtual Collector on a VMware PlayerStep 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/playerThis 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.
Figure 4-13 Software Download Page
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_.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_.vmx
SC_VM_CLIENT_x86_64_Linux_CentOS_5_5_VMX_-disk1.vmdk
Step 6 Start the VMware Player. The VMware Player window
appears.4-10Cisco Smart Care Service Configuration Guide
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Chapter 4 Configuring the Virtual Collector Deploying Smart Care
Virtual Collector on Microsoft Hyper-V ServersStep 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 11 Login and upgrade the
collector software using the update command.Step 12 Register the
collector with the Smart Care portal.Step 13 The virtual collector
is now ready to be assigned to a customer network and to run
services.
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.
Figure 4-14 Software Download Page
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 Portal4-11Cisco Smart Care Service Configuration Guide
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Chapter 4 Configuring the Virtual Collector Deploying Smart Care
Virtual Collector on Microsoft Hyper-V ServersStep 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.4-12Cisco Smart Care Service
Configuration Guide
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Chapter 4 Configuring the Virtual Collector Deploying Smart Care
Virtual Collector on Microsoft Hyper-V ServersFigure 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 details4-13Cisco Smart Care Service
Configuration Guide
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Chapter 4 Configuring the Virtual Collector Deploying Smart Care
Virtual Collector on Microsoft Hyper-V ServersImporting 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.4-14Cisco Smart Care Service Configuration
Guide
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Chapter 4 Configuring the Virtual Collector Deploying Smart Care
Virtual Collector on Microsoft Hyper-V ServersVirtual 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 Core4-15Cisco Smart Care
Service Configuration Guide
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Chapter 4 Configuring the Virtual Collector Deploying Smart Care
Virtual Collector on Microsoft Hyper-V ServersStep 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.4-16Cisco Smart Care Service
Configuration Guide
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Chapter 4 Configuring the Virtual Collector Deploying Smart Care
Virtual Collector on Microsoft Hyper-V ServersFigure 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.4-17Cisco Smart Care Service Configuration
Guide
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Chapter 4 Configuring the Virtual Collector Deploying Smart Care
Virtual Collector on Microsoft Hyper-V ServersFigure 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.4-18Cisco Smart Care Service Configuration Guide
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Chapter 4 Configuring the Virtual Collector Deploying the Smart
Care Virtual Collector on XenServersFigure 4-27 Smart Care Virtual
Collector console in Hyper-V Manager
Step 7 Login and upgrade the collector software using the update
command.Step 8 Register the collector with the Smart Care
portal.Step 9 The virtual collector is now ready to be assigned to
a customer network and to run services.
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
4-224-19Cisco Smart Care Service Configuration Guide
-
Chapter 4 Configuring the Virtual Collector Deploying the Smart
Care Virtual Collector on XenServersInstalling 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 XenCenter4-20Cisco Smart Care Service
Configuration Guide
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Chapter 4 Configuring the Virtual Collector Deploying the Smart
Care Virtual Collector on XenServersStep 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 Logs4-21Cisco Smart Care Service
Configuration Guide
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Chapter 4 Configuring the Virtual Collector Deploying the Smart
Care Virtual Collector on XenServersImporting 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.
Figure 4-32 Software Download Page
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.4-22Cisco Smart Care Service Configuration Guide
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Chapter 4 Configuring the Virtual Collector Deploying the Smart
Care Virtual Collector on XenServersFigure 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 XenServer4-23Cisco Smart Care Service
Configuration Guide
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Chapter 4 Configuring the Virtual Collector Deploying the Smart
Care Virtual Collector on XenServersStep 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 Interfaces4-24Cisco Smart
Care Service Configuration Guide
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Chapter 4 Configuring the Virtual Collector Deploying the Smart
Care Virtual Collector on XenServersStep 8 Click Finish.
Figure 4-38 Completing the Smart Care Virtual Collector
import4-25Cisco Smart Care Service Configuration Guide
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Chapter 4 Configuring the Virtual Collector Deploying the Smart
Care Virtual Collector on XenServersStep 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.4-26Cisco Smart Care
Service Configuration Guide
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Chapter 4 Configuring the Virtual Collector Deploying the Smart
Care Virtual Collector on XenServersFigure 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)4-27Cisco Smart Care
Service Configuration Guide
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Chapter 4 Configuring the Virtual Collector Deploying the Smart
Care Virtual Collector on XenServersFigure 4-40 Undock the
Console
Step 12 Upgrade the collector software using the update
command.Step 13 Register the collector with the Smart Care
portal.Step 14 The virtual collector is now ready to be assigned to
a customer network and to run services.4-28Cisco Smart Care Service
Configuration Guide
-
Note It is critical to maintain the correct time on your Cbe
reliably scheduled to run if the system clock doecommand to help
you to maintain the correct timeollector when operating Smart Care.
Services cannot s not keep the correct time. You can use the
timesync .C H A P T E R 5Managing 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.5-1Cisco Smart Care
Service Configuration Guide
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Chapter 5 Managing the Cisco Smart Care Collector Upgrading the
CollectorUpgrading 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 or2. sp-1.11.1-0-0-lnx64 or3.
sp-1.11.2-0-0-lnx64 or4. sp-1.11.0-0-0-lnx32 or5.
sp-1.12.0-0-0-lnx64 or6. 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.5-2Cisco Smart
Care Service Configuration Guide
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Chapter 5 Managing the Cisco Smart Care Collector Upgrading the
CollectorStep 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 URLStep 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.5-3Cisco Smart Care Service Configuration
Guide
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Chapter 5 Managing the Cisco Smart Care Collector Upgrading the
CollectorHow 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 [ |
time-interval>] [-W]conf au [ | ] [-W]::= 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.5-4Cisco Smart Care Service
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Chapter 5 Managing the Cisco Smart Care Collector Upgrading the
Collector When both the and the 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.
::= -P
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.::=-D
The update interval consists of the specified +/-
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.::
- T [-D
]:: Monday | Tuesday | Wednesday | Thursday |
Friday | Saturday | Sunday:: HH:MM (AM|PM)5-5Cisco Smart Care
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Chapter 5 Managing the Cisco Smart Care Collector Remote Device
AccessSome 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 [] delete auto [] 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 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 access5-6Cisco Smart Care Service
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Chapter 5 Managing the Cisco Smart Care Collector Remote Device
AccessUsing 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) 5-7Cisco Smart Care Service
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Chapter 5 Managing the Cisco Smart Care Collector Remote Device
AccessAfter 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 hostname5-8Cisco Smart Care Service Configuration
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Chapter 5 Managing the Cisco Smart Care Collector Support
InformationSupport 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 Configuration5-9Cisco Smart Care Service
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Chapter 5 Managing the Cisco Smart Care Collector Support
InformationFigure 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 command5-10Cisco Smart Care Service
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Chapter 5 Managing the Cisco Smart Care Collector Support
Information 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 VersionFor 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 Version5-11Cisco Smart Care Service Configuration
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Chapter 5 Managing the Cisco Smart Care Collector Moving or
Removing a CollectorMoving 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 customers 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
manufacturers 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)?5-12Cisco
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Community web site at
https://supportforums.cisco.com/community/netprClick the Technical
Documentation button; look for For support information refer to the
Support link oo/solutions/smart_services/smartcare. the
Troubleshooting Collector Registration document.n the Smart Care
navigation pane.C H A P T E R 6Troubleshooting
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
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).6-1Cisco
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Chapter 6 Troubleshooting Cisco Smart Care Database ErrorCisco
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 cant 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 Servers data
folder. Please delete those files and press Retry. Otherwise Press
cancel if you dont 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 wont 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.mdfOPSXML_log.LDFGGEVENT.mdfGGEVENT_log.LDFPOLICYSCHEDULER.mdfPOLICYSCHEDULER_log.LDF
Delete the files from the \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 Servers/MSDEs data folder.6-2Cisco Smart
Care Service Configuration Guide
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Chapter 6 Troubleshooting Using the CLIOpsXML 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 6-3Cisco Smart Care Service
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Chapter 6 Troubleshooting Using the CLIShowing 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 6-4Cisco Smart
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Chapter 6 Troubleshooting Using the CLIDisplaying 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 youve reached the end of the show status display when
the prompt changes to (END). 6-5Cisco Smart Care Service
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Chapter 6 Troubleshooting Using the CLIUsing 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 Output6-6Cisco Smart Care
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Chapter 6 Troubleshooting Using the CLIExamining 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.6-7Cisco Smart Care Service Configuration Guide
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Chapter 6 Troubleshooting Using the CLIFigure 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
6-10.6-8Cisco Smart Care Service Configuration Guide
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Chapter 6 Troubleshooting Using the CLIFigure 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.6-9Cisco Smart Care Service Configuration
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Chapter 6 Troubleshooting Using the CLIUsing 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 statisti