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:

THE SPECIFICATIONS AND INFORMATION REGARDING THE PRODUCTS IN THIS MANUAL ARE SUBJECT TO CHANGE WITHOUT NOTICE. ALL STATEMENTS, INFORMATION, AND RECOMMENDATIONS IN THIS MANUAL ARE BELIEVED TO BE ACCURATE BUT ARE PRESENTED WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED. USERS MUST TAKE FULL RESPONSIBILITY FOR THEIR APPLICATION OF ANY PRODUCTS.

THE SOFTWARE LICENSE AND LIMITED WARRANTY FOR THE ACCOMPANYING PRODUCT ARE SET FORTH IN THE INFORMATION PACKET THAT SHIPPED WITH THE PRODUCT AND ARE INCORPORATED HEREIN BY THIS REFERENCE. IF YOU ARE UNABLE TO LOCATE THE SOFTWARE LICENSE OR LIMITED WARRANTY, CONTACT YOUR CISCO REPRESENTATIVE FOR A COPY.

The following information is for FCC compliance of Class A devices: This equipment has been tested and found to comply with the limits for a Class A digital device, pursuant to part 15 of the FCC rules. These limits are designed to provide reasonable protection against harmful interference when the equipment is operated in a commercial environment. This equipment generates, uses, and can radiate radio-frequency energy and, if not installed and used in accordance with the instruction manual, may cause harmful interference to radio communications. Operation of this equipment in a residential area is likely to cause harmful interference, in which case users will be required to correct the interference at their own expense.

The following information is for FCC compliance of Class B devices: The equipment described in this manual generates and may radiate radio-frequency energy. If it is not installed in accordance with Ciscos installation instructions, it may cause interference with radio and television reception. This equipment has been tested and found to comply with the limits for a Class B digital device in accordance with the specifications in part 15 of the FCC rules. These specifications are designed to provide reasonable protection against such interference in a residential installation. However, there is no guarantee that interference will not occur in a particular installation.

Modifying the equipment without Ciscos written authorization may result in the equipment no longer complying with FCC requirements for Class A or Class B digital devices. In that event, your right to use the equipment may be limited by FCC regulations, and you may be required to correct any interference to radio or television communications at your own expense.

You can determine whether your equipment is causing interference by turning it off. If the interference stops, it was probably caused by the Cisco equipment or one of its peripheral devices. If the equipment causes interference to radio or television reception, try to correct the interference by using one or more of the following measures:

Turn the television or radio antenna until the interference stops.

Move the equipment to one side or the other of the television or radio.

Move the equipment farther away from the television or radio.

Plug the equipment into an outlet that is on a different circuit from the television or radio. (That is, make certain the equipment and the television or radio are on circuits controlled by different circuit breakers or fuses.)

Modifications to this product not authorized by Cisco Systems, Inc. could void the FCC approval and negate your authority to operate the product.

The Cisco implementation of TCP header compression is an adaptation of a program developed by the University of California, Berkeley (UCB) as part of UCBs public domain version of the UNIX operating system. All rights reserved. Copyright 1981, Regents of the University of California.

NOTWITHSTANDING ANY OTHER WARRANTY HEREIN, ALL DOCUMENT FILES AND SOFTWARE OF THESE SUPPLIERS ARE PROVIDED AS IS WITH ALL FAULTS. CISCO AND THE ABOVE-NAMED SUPPLIERS DISCLAIM ALL WARRANTIES, EXPRESSED OR IMPLIED, INCLUDING, WITHOUT LIMITATION, THOSE OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT OR ARISING FROM A COURSE OF DEALING, USAGE, OR TRADE PRACTICE.

IN NO EVENT SHALL CISCO OR ITS SUPPLIERS BE LIABLE FOR ANY INDIRECT, SPECIAL, CONSEQUENTIAL, OR INCIDENTAL DAMAGES, INCLUDING, WITHOUT LIMITATION, LOST PROFITS OR LOSS OR DAMAGE TO DATA ARISING OUT OF THE USE OR INABILITY TO USE THIS MANUAL, EVEN IF CISCO OR ITS SUPPLIERS HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

Cisco and the Cisco logo are trademarks or registered trademarks of Cisco and/or its affiliates in the U.S. and other countries. To view a list of Cisco trademarks, go to this URL: www.cisco.com/go/trademarks. Third-party trademarks mentioned are the property of their respective owners. The use of the word partner does not imply a partnership relationship between Cisco and any other company. (1110R)

Any Internet Protocol (IP) addresses used in this document are not intended to be actual addresses. Any examples, command display output, and figures included in the document are shown for illustrative purposes only. Any use of actual IP addresses in illustrative content is unintentional and coincidental.

Cisco Smart Care Service Configuration Guide November 2013 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential. For Channel Partners only. Do not distribute.

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

Contents4Cisco Smart Care Service Configuration Guide

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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 Configuration Guide

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 Service Configuration Guide

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 Configuration Guide

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 Configuration Guide

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 Guide

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 Configuration Guide

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 Configuration Guide

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 Guide

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 Smart Care Service Configuration Guide

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 Smart Care Service Configuration Guide

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

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 Configuration Guide

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 Care Service Configuration Guide

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 Configuration Guide

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 Service Configuration Guide

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

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

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 Guide

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