Cisco Smart Care Services Configuration Guide 1.1

Cisco Smart Care Service Configuration Guide
1.11 Release May 2013
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Preface
About This Guide
The target audience for this guide is the Smart Care Service partner. The Smart Care Service program is designed to be installed by the qualified and trained Smart Care Service partner. Cisco Systems recommends that customers not install the Smart Care Service on their own.
Note
Throughout this guide and in the software, the terms collector and appliance are used interchangeably. This guide provides you with the necessary information to install the Cisco Smart Care Network collector and the Cisco Smart Care Network Client in a customer network. If you are installing the pre-sales collector, refer to Chapter 2, Installing a Cisco Smart Care Pre-Sales Collector for configuration instructions. If you are using the hardware based network collector, follow the manufacturers instructions on rack-mounting and cabling the device, then refer to Chapter 3, Configuring the Hardware-Based Collector for instructions on completing basic configuration requirements. If you are using a virtual network collector, refer to Chapter 4, Configuring the Virtual Collector for instructions on completing basic configuration requirements. Then refer to Chapter 5, Managing the Cisco Smart Care Network Collector for additional information on using the CLI. When you are finished configuring the Smart Care client (hardware or software) refer to the Smart Care Service Partner User Guide for instructions on assigning and enabling the client as well as for information on using the Smart Care application.
About Smart Care User Documentation

The Smart Care Service user documentation includes:

Smart Care Service Partner User Guide Smart Care Service Customer User Guide Smart Care Network Collector Quick Start Smart Care Service Release Notes
Preface
Additional Smart Care user information is available in the application online help, training is accessible from the Smart Care application Welcome page, and marketing collateral such as FAQs and datasheets is available from the partner portal. The order in which this documentation set should be used is:
For Partners

Smart Care Service Release Notes to obtain the latest information for a release. Smart Care Service Configuration Guide for instructions on presenting Smart Care to new customers. Smart Care Service Configuration Guide for instructions on configuring the Network collector for new customers. Smart Care Service Configuration Guide again for instructions on running the Smart Care application after customers have been added to Smart Care. Smart Care Network Collector Quick Start for an outline of the steps required to install and configure assessment devices. 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.
Features
The Cisco Smart Care Service includes the following features:

Easy-to-use browser-based application, which displays managed device status Network assessment tool (Cisco Smart Care Network collector hardware or Cisco Smart Care Network Client software) installed in each Cisco Smart Care customer network, which gathers device statistics
The focus of this guide is the installation of the network assessment devices: the Cisco Smart Care Network collector or the Cisco Smart Care Network Client. For information on the browser-based application, refer to the Cisco Smart Care Service Partner User Guide.
Organization of the Guide

This guide contains the following: Chapter 1, Overview of the ServiceIntroduces the Cisco Smart Care Service products. Chapter 2, Installing a Cisco Smart Care Pre-Sales CollectorExplains how to install of all necessary Cisco Smart Care Service software. Chapter 3, Configuring the Hardware-Based CollectorExplains how to install Cisco Smart Care Service hardware.
ii
Preface
Chapter 4, Configuring the Virtual CollectorExplains how to install and configure the Cisco Smart Care Virtual Collector. Chapter 5, Managing the Cisco Smart Care Network CollectorExplains how to manage the Cisco Smart Care Network collector. Chapter 6, TroubleshootingLists common problems and typical solutions.
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.html Subscribe 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.
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Preface
iv
CONTENTS
1
CHAPTER
Overview of the Service Product Overview

2
1 1
Understanding the Cisco Smart Care Service Environment
CHAPTER
Installing a Cisco Smart Care Pre-Sales Collector Before Starting

1 1
Operating System Requirements System Requirements 2 Browser Requirements 2
Installing the Cisco Smart Care Network Client Confirming the Installation 8 Protecting Customer Data
9
Uninstalling the Cisco Smart Care Network Client Reusing the Client for New Customers
11
10
Using the Network Client Without a Proxy Server Initial Set Up 11 At the Customer Site 12 Using the Network Client With a Proxy Server For Windows XP 12 For Windows 2000 12 OpsXML Server Not Running Error
13 12
11
Installing the Smart Care Virtual Collector on a VMware Player

CHAPTER
13
Configuring the Hardware-Based Collector Configuring the Network Collector

1
CHAPTER
Configuring the Virtual Collector Before Installation 1 Host Requirements

1
Deploying the Smart Care Virtual Collector on an ESX/ESXi Player Deploying Smart Care on Microsoft HyperV Virtualization Platform
2 10
Contents
CHAPTER
Managing the Cisco Smart Care Network Collector
Updating a Collector 1 Upgrading Smart Care collector with 1.10 or above to 1.11 Upgrading Smart Care Collector via User Interface 2 Upgrading Smart Care Collector via CLI 2 Upgrading Older Smart Care Collector 3 Configuring Auto Update 4 Delete Auto Update 6 Configure Server Connection 6 Using SSH to Access a Collector Remotely 6 Using the Remote Access Feature 6 Support Information
8 9
Moving or Removing an Collector

CHAPTER
Troubleshooting
1 1
Cisco Smart Care Network Client Registration Errors Cisco Smart Care Database Error
2
Network Client Installation Failure 2 OpsXML Server Not Running 3 Using the CLI 3 Displaying Version Information 3 Showing Network Configuration 4 Showing Status 4 Using the show run Command 5 Using the show reg Command 6 Examining Scheduled Services 6 Using the trace Command 7 Using the traceroute Command 10 Using the ping Command 10 Using the timezone Command 11 Using the timesync Command 11 Using the date Command 12 Using the conf ip Command 12 Using the register Command 12 Using the unregister Command 13 Using the mailtrace Command 14 Using the hostname Command 14 Using the passwd Command 14 Using the reload Command 14
Contents
Using the poweroff Command 14 Using the logout Command 14 Backing Up Your Data 15 Check the Count of Messages at the Outbox 16 Purge All Messages from the Outbox 17 Welcome Screen Online Help
18 18
Virtual Collector Troubleshooting 18 Smartcare Virtual Appliance - Boot up error 18 Smartcare Virtual Appliance - Network Connectivity 19 Smartcare Virtual Appliance - Martian Source messages 21 Smartcare Virtual Appliance - Power on error 26
Contents
CH A P T E R
Overview of the Service

Understanding the Cisco 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-based or virtual Cisco Smart Care Network Collector installed on the client network A Cisco Smart Care Network Client that can be installed on a laptop on the customer network being monitored A browser-based application that allows users access to reports on network inventory, status, health, and the like
Note
While theoretically possible, Cisco does not support configuring Smart Care assessment devices to operate remotely over a VPN tunnel.
1-1
Chapter 1 Product Overview
Overview of the Service
Product Overview
A typical Cisco Smart Care Service includes the devices shown in Figure 1-1.
Figure 1-1 Cisco Smart Care Service Environment
Partner or Customer Browser Administration Dashboard, Reports
Customer Client
Hosted Services
Customer Assessment Device

Network
Data Flow for inventory and all other flows

221970
As shown in Figure 1-1, the equipment involved in a Cisco Smart Care Service installation includes:

Cisco Smart Care Network Collector (a hardware device installed on the customer network and required for Smart Care), or a Virtual Network Collector Cisco Smart Care Network Software (software used for pre-sales demos and generating Smart Care quotes) Browser-based Cisco Smart Care Service application running on a customer admin PC Browser-based Cisco Smart Care Service application running on a partner admin PC 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-Based Collector, or Chapter 4, Configuring the Virtual Collector. For information on installing the client, see Chapter 2, Installing a Cisco Smart Care Pre-Sales Collector.
1-2
CH A P T E R
Installing a Cisco Smart Care Pre-Sales Collector

This chapter explains how to install and configure the Cisco Smart Care Service Pre-Sales 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. You can perform a pre-sales collection by either:

Installing the Cisco Smart Care Network Client, page 2-2 Installing the Smart Care Virtual Collector on a VMware Player, page 2-13
Before Starting
Step 1 Step 2
Login as a user with administrative privileges to install Cisco Smart Care Network Client. 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 Network Client on a customer network, be sure to create the customer profile in the partner application.
Operating System Requirements

The Cisco Smart Care Network Client runs on the following operating systems:

Windows 2000 Professional and Server (with SP3 and above) Windows 2000 Advanced Server (with SP3 and above)
2-1
Chapter 2 Installing the Cisco Smart Care Network Client
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 Requirements
The Cisco Smart Care Service is process intensive and therefore the Cisco Smart Care Network Client 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)
Browser Requirements
Browser requirements:

Firefox version 16 or higher. IE 9.0 or higher (some functionality may not work with earlier versions)
It is recommended that you update to the latest version of each browser. Apply the following settings to Internet Explorer 9:
Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 Step 7
Open the Internet Options window. On theAdvanced tab click Restore advanced settings. Click the Security tab and select Trusted sites. Click Sites. Select and remove every site by clicking Remove. Click the General tab and in the Browsing History section click Delete and delete browsing history and remove all cache and temporary files. Click the Security tab and select Trusted sites. Click Custom level. Scroll down to the Miscellaneous section and under Access data sources across domains select either Prompt or Enable.
Installing the Cisco Smart Care Network Client

To install the Network Client software, follow these steps:
2-2
Chapter 2
Installing a Cisco Smart Care Pre-Sales Collector Installing the Cisco Smart Care Network Client
Step 1
From your browser (Firefox 16 or higher, or Internet Explorer 9.0 or higher) point your browser at: https://tools.cisco.com/smartcare Login using your CCO (cisco.com) username and password. Upon connection, the Cisco Smart Care Service Welcome page appears.
Figure 2-1 Cisco Smart Care Service Welcome
2-3
Step 2
Click Download Software Components to display the Support screen as shown in Figure 2-2.
Figure 2-2 Admin Support Screen
Step 3 Step 4
In the Download section, click Download the Latest Software Client Version to access the current version of the Cisco Smart Care Network Client. Enter your CCO username and password if requested. The Cisco Systems File Exchange screen appears.
Figure 2-3 Cisco Systems File Exchange Screen
Step 5 Step 6 Step 7
Click the link to download the latest software client version from the Cisco File Exchange link. Enter your CCO login username password again, your Business division's function, the Confirmation and click Accept to accept the download agreement. The Opening SW Client dialog box appears as shown in Figure 2-4.
2-4
Chapter 2
Figure 2-4
Opening SW Client dialog box
Step 8
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. Double-click the Setup.exe file. A confirmation window appears. This process may take up to thirty minutes to complete. Click Yes. The installation wizard appears as shown in Figure 2-5.
Figure 2-5 Installation Wizard
Step 9 Step 10
The Install Shield Wizard displays the installation screen for the Smart Care Network Client.
Step 11 Step 12
Click Next to proceed. Continue to click Next as prompted to stop OpsXML (if it is running) and restart it when finished. the following screen appears.
2-5
Figure 2-6
Installation Details
During the install you specify:

Your user and company. The installation location. Proxy server information (if necessary). Login details such as your Cisco.com name and password. The default server is tools.cisco.com. Leave the CCO Customer Details blank The Network Client (here DE Client) name.
When the installation is complete, the screen shown in Figure 2-7 appears.
2-6
Chapter 2
Figure 2-7
Completed Installation
Step 13
Click Finish.
2-7
Confirming the Installation

When the installation is complete, you should see the client 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 client and what it is doing:
Step 1
Click the icon. The status display is shown in Figure 2-9.

Figure 2-9 Client Status
Step 2
Click Refresh to update the display to see the latest information.
2-8
Chapter 2
Installing a Cisco Smart Care Pre-Sales Collector Protecting Customer Data
Step 3
Click the Operations tab to see what tasks the client is performing. A typical display is shown in Figure 2-10.
Figure 2-10 Client Operations
If no operations are being performed, then stop and restart the services.
a. b. Step 4
Click Start > Programs > Cisco Smart Care Network Client > Ops XML DE > Stop OpsXML DE Client Service. Click Start > Programs > Cisco Smart Care Network Client > Ops XML DE > Start OpsXML DE Client Service.
Click Refresh to update the display to see the latest information.
Protecting Customer Data

When 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 Network Client host.
2-9
Chapter 2 Uninstalling the Cisco Smart Care Network Client
Uninstalling the Cisco Smart Care Network Client

You can use the standard Add/Remove Programs icon in the Windows Control Panel to uninstall Cisco Smart Care Network Client.
Step 1
Click Change/Remove to start uninstalling the Cisco Smart Care Network client as shown in Figure 2-11.
Note
Uninstalling the client does not require removal of user data as no customer information is preserved or stored by the Cisco Smart Care Network Client 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 2-12) if you want to completely remove the client.
2-10
Chapter 2
Installing a Cisco Smart Care Pre-Sales Collector Reusing the Client for New Customers
Step 3
Click Yes to completely delete the software from your PC. Click No if you want to leave underlying files on your PC, which speeds up subsequent reinstallations of the client.
Figure 2-12 Disabling the Client
The uninstaller then advises you that OpsXML is being removed.

Step 4
Click Finish to complete the uninstallation.
Reusing the Client for New Customers

After you have downloaded the client, you do not have to download it again for a new customer.
Note
You should only redownload the client software when you need to upgrade. After the Smart Care Service is downloaded and installed on your first customer network, you can use the client on successive customer network sites. From the Administration menu, go to Assessment Appliance and click Assign/Un-assign Operation.
Using the Network Client Without a Proxy Server

This section describes how to configure the Network Client in customer networks that do not include a proxy server.
Initial Set Up
To set up the Network Client on your partner laptop, follow these steps:
Step 1 Step 2
Complete your partner registration. Download the Network Client (see Software Levels Required for this Release 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.) Create customers using Administration > Customer Management. Create a site for each customer using Administration > Assessment Appliances > Add Site. Shut down the laptop.
2-11
Chapter 2 Using the Network Client With a Proxy Server
At the Customer Site

To use the Network Client on the customer site, follow these steps:
Step 1 Step 2
Connect to the customer network. Start the laptop.

For a static IP configure the laptop network settings to match customer network. Make sure that Internet connectivity is available from this laptop. Make sure that the Network Client can ping the Cisco backend.
Assign the Network Client to the customer and enable it from the partner portal using Administration > Assessment Appliances. Run Discovery and Inventory services and submit for quote. Unassign the client from the customer before leaving the customer site using Administration > Assessment Appliances > Assign/Un-assign.
Note
You have to unassign the client while the client is active on the network. Repeat Step 1 through Step 5 with every new customer.
Using the Network Client With a Proxy Server

If you are running a Proxy Server under Windows 7, you must run the Network Client in Console Mode. Follow the instructions below on how to put the Network Client in console mode.
For Windows XP
Step 1
Stop OpsXML.
Start -> All Programs -> Cisco Smart Care Network Client -> OpsXML DE -> Stop OpsXML DE Client Service
Step 2
Start in Console mode.

Start -> All Programs -> Cisco Smart Care Network Client -> OpsXML DE ->Start OpsXML DE Client Console
For Windows 2000

Step 1
Stop OpsXML.
Start -> Programs -> Cisco Smart Care Network Client -> OpsXML DE -> Stop OpsXML DE Client Service
Step 2
Start in Console mode.

Start -> Programs -> Cisco Smart Care Network Client -> OpsXML DE ->Start OpsXML DE Client Console
Note
When SW client is running in Console mode a command shell window remains open.
2-12
Chapter 2
Installing a Cisco Smart Care Pre-Sales Collector OpsXML Server Not Running Error
Notes If you try to unassign the Network Client with the customer when it is offline, you get a timeout. You can then delete the customer from your partner control panel. When Network Client is online, you can unregister it by clicking the Unregister option from the laptop system tray Smart Care icon. When you unregister the Network Client, it remains installed. You can register the Network Client using the Register option from System Tray Smart Care icon. (Remember to assign and enable it for each customer using Administration > Assessment Appliances.)
OpsXML Server Not Running Error

If you receive a message saying the OpsXML Server (on the Network Collector) is not running, restart it by following these steps:
Step 1
Right-click the Smart Care Client icon and click Stop. The client may freeze up and die. You can ignore any messages to this effect. Stop the Network Client OpsXML Server by clicking Start > Program Files... Stop OpsXML... Wait a few moments. Start the Network Client 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 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.
Installing the Smart Care Virtual Collector on a VMware Player

This section gives you the procedure for deploying Smart Care virtual collector (VMX) as a guest virtual machine on VMware Player. For products, tools, and documentation on VMware Player go to www.vmware.com/products/player This installation is for pre-sales customers. To download and install the Smart Care virtual collector:
Step 1
Login to the Smart Care portal and click Download Software Components. The Support page appears as shown in Figure 2-13.
2-13
Chapter 2 Installing the Smart Care Virtual Collector on a VMware Player
Figure 2-13
Support Page
Step 2
Click Download the latest virtual image of the appliance in VMX format in the support page. The Cisco download center window appears, from where you can download the Smart Care virtual image (VMX). Provide the login details, accept the terms and conditions, and save the Smart Care virtual collector (SC_VM_CLIENT_x86_64_Linux_CentOS_5_5_VMX_<x>.zip) to a folder in the hard drive of the machine. Extract the zip file to the same folder. The folder now contains the following files. SC_VM_CLIENT_x86_64_Linux_CentOS_5_5_VMX_<x>.vmx SC_VM_CLIENT_x86_64_Linux_CentOS_5_5_VMX_<x>-disk1.vmdk Start the VMware Player. The VMware Player window appears. Click Open a Virtual Machine, and enter the name of the folder where the Smart Care virtual collector is located. 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. Click Play Virtual Machine. The virtual machine is powered on and automatically reboots. After rebooting, the machine prompts you for a login. Login and upgrade the collector software using the update command. Register the collector with the Smart Care portal. The virtual collector is now ready to be assigned to a customer network and to run services.
Step 3
Step 4
Step 5 Step 6 Step 7 Step 8 Step 9 Step 10 Step 11 Step 12
2-14
CH A P T E R
Configuring the Hardware-Based 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-based 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 Network Collector.
Configuring the Network Collector

The Smart Care Service Network 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 Network 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. At the command prompt (>) enter enable. At the Password prompt, enter the factory default administrator password admin. After entering the correct password, the collector prompts you to change the password. Follow the collector prompts to change the user password. At the command prompt (#) enter show net. The collector displays the current network interface configured. If the collector network interface obtains a valid IP address and name server (DNS) from the local DHCP server, go to Step 6. If the collector network interface does not obtain a valid IP address and name server settings, follow the procedures described in step 5 to manually configure the collector network interface.
Step 2
Step 3
Step 4
3-1
Chapter 3 Configuring the Network Collector
Step 5
At the command prompt (#) enter: conf ip. The conf ip option allows you to modify the current network interface configuration.
Figure 3-1 Configure IP
a. b. c. d. e. f. g. h. i.
At the prompt Enter M to Modify, Enter S to skip [M/S]:, enter m. At the prompt Interface (eth0/eth1) [eth0], enter eth0 to select interface eth0. At the prompt _D_HCP or _S_tatic addressing(D|S)?[D]:, enter s to select static IP addressing. At the prompt HW Client Name (no spaces) [], enter a name for your collector. At the prompt IPAddress [], enter a static IP address that is not being used by another device. At the prompt Netmask [], enter the correct network mask for the collector. At the prompt MTU [1500], press enter to accept the default value. At the prompt Gateway, enter the correct default IP gateway for the collector. 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. At the prompt Proxy Server (optional), enter the IP address or the Fully Qualified Domain Name of the proxy server if any, or press enter if there is no proxy server. At the next prompt Enter y to accept the changes to the network settings.
j. k.
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. At the command prompt (#) enter: update to download and install the latest Smart Care software. 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.
Step 6 Step 7
3-2
Chapter 3
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 Network 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. Use the date command to verify the correct date and time on the Network Collector. Make any necessary adjustments. To register the collector, at the command prompt (#) enter register.
Figure 3-2 Register
Step 2 Step 3
The Client Registration screen appears.

Step 4
The default URL appears. Press Enter to continue and specify the partner CCO (cisco.com) login, password, the site name, and the collector name.
3-3
Figure 3-3
Enter Registration Details
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. Enter y (yes) at the Would you like to register with the above information? prompt.
Step 5
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. To confirm that the collector is properly registered, at the prompt, enter show reg.
Step 6
3-4
Chapter 3
Figure 3-4
Show Reg
The Status field confirms that the Network 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 timed 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 > Assessment Collectors for the customer. The Assessment Collectors screen appears.
Step 7
To view the Smart Care collector details, click the View/ Edit link in the Details column to display the configuration screen. (See Managing Collectors in the Smart Care Services Partner User Guide for details.)
3-5
Figure 3-5
Collector Details
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.
3-6
CH A P T E R
Configuring the Virtual Collector

This chapter explains how to configure the Cisco Smart Care Service Virtual Collector. 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 several different ways. See the section that is relevant to your installation type below:

Deploying the Smart Care Virtual Collector on an ESX/ESXi Player, page 4-2 Deploying Smart Care on Microsoft HyperV Virtualization Platform, page 4-10
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:

Host running 64-bit OS version Standard x86-compatible or x86-64 processor with the Intel Virtualization Technology (VT) feature turned on (most AMD64 processors satisfy this requirement) Processor speed 2.4 GHz or higher Memory - Minimum 2 GB Hard Disk Minimum 20 GB
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Chapter 4 Deploying the Smart Care Virtual Collector on an ESX/ESXi Player
Deploying the Smart Care Virtual Collector on an ESX/ESXi Player

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

ESXi4.0 ESXi4.1 ESX 4.0 ESX 4.1 ESXi 5.0
This section gives you the procedure for deploying the Smart Care virtual collector (OVF) on VMware ESX/ESXi server using vSphere client. You can connect the vSphere client directly to an ESX/ESXi server or vCenter server if the ESX/ESXi hosts are managed by a vCenter server. To download and install the Smart Care virtual collector:
Step 1
Login to the Smart Care portal and click Download Software Components. The Support page appears as shown in Figure 4-1.
Figure 4-1 Support Page
Step 2
Click Download the latest virtual image of the appliance in OVF format in the support page. The Cisco download center window appears, from where you can download the Smart Care virtual image (OVF).
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Configuring the Virtual Collector Deploying the Smart Care Virtual Collector on an ESX/ESXi Player
Step 3
Provide the login details, accept the terms and conditions, and save the Smart Care virtual collector (SC_VM_CLIENT_x86_64_Linux_CentOS_5_5_OVF_<x>.zip) to a folder in the hard drive of the machine.
Figure 4-2 Save Zip File
Step 4
Extract the zip file to the same folder. The folder now contains the following files. SC_VM_CLIENT_x86_64_Linux_CentOS_5_5_OVF_<x>.ovf SC_VM_CLIENT_x86_64_Linux_CentOS_5_5_OVF_<x>.mf SC_VM_CLIENT_x86_64_Linux_CentOS_5_5_OVF_<x>-disk1.vmdk Launch vSphere client and login to the ESX/ESXi server by providing the IP address of ESX/ESXi server, user name and password.
Step 5
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Figure 4-3
Launch vSphere Client
Step 6
Select File > Deploy OVF Template.

Figure 4-4 Deploy OVF Template
Step 7
Select the OVF file location and click Next.
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Figure 4-5
Select OVF Location
Step 8
The OVF template details window appears showing the OVF file download size and size on disk. Click Next.
Figure 4-6 OVF Template Details
Step 9
Enter the name of the Smart Care virtual machine and the location and click Next.
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Figure 4-7
OVF Name and Location
Step 10
Select the appropriate datastore for storing the deployed OVF template.
Figure 4-8 Select Datastore
Step 11 Step 12
Select Thin Provision as the format in which you want to store the virtual disk and click Next. The settings that you selected appear. Click Finish to start deployment. Click Back if you want to change any settings.
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Figure 4-9
Finish OVF Deployment
Step 13 Step 14
Once you click Finish, the deployment starts and the deployment progress window appears. 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.
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Figure 4-10
Deployment Complete
Step 15
Select the Smart Care virtual collector and go to Console tab. Select the Smart Care virtual collector again and set it to power on.
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Figure 4-11
Power On
Step 16
Once the Smart Care virtual collector boots up you are prompted for login details.
Figure 4-12 Login
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Chapter 4 Deploying Smart Care on Microsoft HyperV Virtualization Platform
Step 17 Step 18
Login and upgrade the collector software using the update command. 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.
Deploying Smart Care on Microsoft HyperV Virtualization Platform

To deploy Smart Care on the Microsoft Hyper V virtualization platform, follow these steps:
Step 1 Step 2
Access the Microsoft Server machine via RDP. Login to the Smart Care portal and click Download Software Components. The Support page appears as shown in Figure 4-13.
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Configuring the Virtual Collector Deploying Smart Care on Microsoft HyperV Virtualization Platform
Figure 4-13
Support Page
Step 3
Click Download the latest virtual image of the appliance in VHD format in the support page. The Cisco download center window appears, from where you can download the Smart Care virtual image (VHD). Provide the login details, accept the terms and conditions, and save the Smart Care virtual collector to a folder in the hard drive of the machine. Using HyperV Manager, create a new VM and specify download VHD file as the disk.
Step 4 Step 5
Note Step 6
Do not use the same VHD file with multiple VMs, use separate VHD files for each virtual machine. Open the VM Setting menu and make the following changes:
a. b. c.
Set the number of processor cores to 1 and DRAM to 2048 MB. Delete the Network Adaptor and add a new Legacy Network Adaptor. Start the VM.
Step 7 Step 8 Step 9 Step 10 Step 11 Step 12
Launch the Hyper V Manager. The Hyper V Manager window appears. Click Open a Virtual Machine, and enter the name of the folder, where the Smart Care virtual collector is located. Click Open. The VMPlayer window appears displaying details of the deployed Smart Care virtual machine. The virtual machine is in power off mode by default. Click Play Virtual Machine. The virtual machine is powered on and automatically reboots. After rebooting, the machine prompts you for a login. Login and upgrade the collector software using the update command.
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Step 13 Step 14
Register the collector with the Smart Care portal. The virtual collector is now ready to be assigned to a customer network and to run services.
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CH A P T E R

This chapter describes various management tasks to keep the Cisco Smart Care Service Network Collector (either hardware-based or virtual) running smoothly and efficiently.
Updating a Collector
This section describes the two methods used for upgrading the Network Collector. Follow the steps in the section that pertains to the type of upgrade you want to perform:

Upgrading Smart Care collector with 1.10 or above to 1.11, page 5-1 Upgrading Smart Care Collector via User Interface, page 5-2 Upgrading Smart Care Collector via CLI, page 5-2 Upgrading Older Smart Care Collector, page 5-3 Configuring Auto Update, page 5-4
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 Network Collector reboots automatically.
Note
It is critical to maintain the correct time on your Network Collector when operating Smart Care. Services cannot be reliably scheduled to run if the system clock does not keep the correct time. You can use the timesync command to help you to maintain the correct time.
Upgrading Smart Care collector with 1.10 or above to 1.11

To 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 5-3.
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Chapter 5 Updating a Collector
Step 2 Step 3
If installed service pack version is sp-1.11.0-0-0-lnx64 or sp-1.11.0-0-0-lnx32 then the collector is the latest version. No further upgrades are required. If installed service pack version is NOT one among the below list, proceed to Upgrading Older Smart Care Collector, page 5-3.

sp-1.10.0-0-0-lnx64 sp-1.10.1-0-0-lnx64 sp-1.10.2-0-0-lnx64 sp-1.10.0-0-0-lnx32 sp-1.10.1-0-0-lnx32 sp-1.10.2-0-0-lnx32
Step 4
To upgrade the collector via CLI proceed to Upgrading Smart Care Collector via CLI, page 5-2 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 Step 2
Login to Smart Care portal and navigate to Administration --- > Software Updates screen. Verify whether Software Center Connectivity Status is connected, if not, do the following:
a. b. c. d.
Connect to Smart Care collector via SSH or RDA. Login as admin user. Execute conf serv enable command.
Enter CCO username and password when requested.
Step 3 Step 4 Step 5 Step 6 Step 7 Step 8 Step 9 Step 10
If the Appliance Status is not enabled, then verify that the appliance has been installed, registered, assigned, and enabled correctly. Select the checkbox corresponding to the collector to update. Click Software Update button. Click Next button in the upgrade wizard. Make sure Set all Appliance to latest service pack radio button is selected. Click Next button in the upgrade wizard. Make sure On Demand (Run Now) radio button is selected. Provide name and description and click next. Submit the upgrade request. Wait for 15-20 minute and click Administration --- > Software Updates screen. Verify the Installed service pack version for the appliance is sp-1.11.0-0-0-lnx64 or sp-1.11.0-0-0-lnx32.
Upgrading Smart Care Collector via CLI

Step 1 Step 2 Step 3 Connect to Smart Care collector via SSH or Remote Device Access (RDA).
Login as admin user. Execute check update minor command, version number will either sp-1.11.0-0-0-lnx64 or sp-1.11.0-0-0-lnx32.
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Managing the Cisco Smart Care Network Collector Updating a Collector
Step 4 Step 5
Execute download sp-1.11.0-0-0-lnx64 when the version number is sp-1.11.0-0-0-lnx64 or download sp-1.11.0-0-0-lnx32 when the version number is sp-1.11.0-0-0-lnx32 Execute apply sp-1.11.0-0-0-lnx64 when the version number is sp-1.11.0-0-0-lnx64 or apply sp-1.11.0-0-0-lnx32 when the version number is sp-1.11.0-0-0-lnx32. Smart Care collector will restart during the upgrade. Login as admin and execute show version command. Make sure the collector version is 1.13.16.0.
Step 6
Upgrading Older Smart Care Collector

Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 Step 7 Step 8 Step 9
Connect to Smart Care collector via SSH or RDA. Login as admin user. Execute update command. Do not enter any value for URL Type in CCO username and password. Once the download is completed a confirmation question will be asked. Type Yes. Once the upgrade is completed, collector will restart. Login as admin and execute show version command. Make sure the Appliance version is 1.13.16.0. Execute conf serv enable and type in CCO username and password when prompted. This will allow the upgrade of Smart Care collector via portal.
How to Determine/Verify Installed Service Pack Version and Collector Status

Login to Smart Care portal. Navigate to Administration --- > Software Updates. The Software Updates screen is displayed. On the screen, for each collector the corresponding Installed Service Pack version, Appliance Status, and Software Center Connectivity Status are displayed.
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Figure 5-1
Collector Versions
Configuring Auto Update

You can configure an auto update policy to download and install latest patches. The auto update feature configures the frequency and content of collector auto-updates. In addition, there is an implicit policy for mandatory auto-updates (such as data definition patches, and critical OS level-security patches). This implicit policy is always enabled by default and cannot be configured or deleted. configure autoupdate <level> [<periodicity> | time-interval>] [-W] conf au <level> [<periodicity> | <time-interval>] [-W] <level>::= major | minor | maintenance | patch autoupdate level //Service pack
Note
Currently only minor level updates are supported.

Although major is included as a possibility, it is not likely to be used. Since major releases may be mapped into different offers, major release updates are likely to be manual. Patches are picked up by the auto-update based on criteria such as compatibility, optimality etc. Auto-updates pick up base collector updates, including base collector patches, to optimize the collector build. Meta-data is used to match base collector versions to service pack versions. When both the <periodicity> and the <time-window> options are omitted, auto-update defaults to once every 24 hours with a preference for night-time updates. In line with general Smart Service CLI rules, parameters are not case sensitive. Days of the week may be abbreviated to their first three letters, such as Sun, Mon, Tue, Wed, Thu, Fri, Sat.
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Entering a configure autoupdate command overrides all previous entries of the configure autoupdate command with the same service pack autoupdate level. In effect, a new policy is instituted for that autoupdate level. Although the new policy is effective immediately, in-progress checks and updates per the previous policy are not canceled. An update at any level overrides updates at lower levels per the order major > minor > maintenance > patch. In other words, all lower levels are auto-updated to the latest. For instance, an auto-update specified at minor level picks up the latest maintenance release and all applicable patches for that maintenance release. Policies for different autoupgrade levels whose execution coincides in time shall be merged by updating at the highest level. Per the previous rule, this overrides lower levels.
<periodicity>::= -P <hour | day | week | month> <integer periodicity-value> The server is checked for updates once in this interval. The selected time is optimized for night-time and weekend operation. Examples -P hour 3 -P day 10 -P week 1 -P month 2 <time-interval>:: <day of week>:: <time of day>:: Once every three hours. Once every ten days. Once every week. Once every two months. - T <day of week> <time of day> [-D <deviation>] Monday | Tuesday | Wednesday | Thursday | Friday | Saturday | Sunday HH:MM (AM|PM)
A 12-hour format used for the time of day. Midnight and noon are 12:00 AM and 12:00 PM respectively. Monday 12:00 AM is the midnight just before Monday morning. <deviation>::=-D <integer in the range 1-12 inclusive> The update interval consists of the specified <time of day> +/- <deviation> hours. Examples: configure autoupdate minor T Sunday 4 AM D 1 -W configure autoupdate maintenance P day 4 configure autoupdate patch P day 2 configure autoupdate minor T Saturday 9 PM // Overwrites the first policy in this list
Some auto-updates might result in collector reboot. This is not a matter of concern since collector workflows (such as collection of network element data) are designed for crash recovery with minimal data loss. If there is any possibility of a reboot, you are warned of the possibility in response to the auto-upgrade command. You can then delete the policy if you want. -W as in wait implies do not apply update but wait for further commandExamples:
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configure autoupdate minor T Sunday 4 AM D 1 -W configure autoupdate maintenance P day 4 configure autoupdate patch P day 2 configure autoupdate minor T Saturday 9 PM // Overwrites the first policy in this list
Delete Auto Update

delete autoupdate [<level>] delete auto [<level>] Delete autoupdate command deactivates the current autoupdate policy at the specified level. If no level is included, then all current autoupdate policies for the collector are deleted. The implicit policy for mandatory autoupdates (e.g. data definition patches, critical OS level-security patches) is never deleted. The policies that are deleted are shown in the response. Privileges:cisco, admin, user
Configure Server Connection

conf server-connection <enable|disable> This command enables the collector to receive software updates from the Cisco server. The Software Update Connectivity Status column in the Software Update screen is blank if the connection is not established. As a result you cannot upgrade the selected collector.
Using SSH to Access a Collector Remotely

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

access enable - to enable the access access disable - to disable the access
Using the Remote Access Feature

You can upgrade the Network 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 Network Collector command-line interface.
Note
Use the timesync command to ensure that the device 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.
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Step 1 Step 2 Step 3 Step 4
Login to the Smart Care Partner Portal by using your CCO ID and password. Navigate to Customers: Customer name > Administration > Assessment Appliance Configuration . Click the View link under Details. Click the icon next to the Cisco Network Assessment Collector Name. This opens the remote access terminal window.
Figure 2 The Remote Access Window
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Step 5
Enter your username and password to login to the Network Collector. After you are logged in, you can enter any one of the CLI commands that the collector supports during remote access. Following table lists the CLI commands supported and unsupported during remote access:
Table 5-1
Supported and Unsupported CLI commands during Remote Access
Supported CLI Commands

Unsupported CLI Commands (as of the 1.10 release of Smart Care)

show [ver|net|st|run|sch|reg|tech] about date timesync trace [ena|disable|del] mailtrace hostname passwd [admin|cisco] ping traceroute reset outbox clientsw restart dmidecode reload poweroff logout
register unregister conf ip timezone trace view changing hostname update
Support Information
You 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. 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 sched output
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Managing the Cisco Smart Care Network Collector Moving or Removing an Collector
Output of show ver Collector version info Output of show net Collector network Configuration 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 List of Running process in Collector using ps -ef command Output of uptime command. Shows Collector uptime Output of free command. Show memory Usage details Output of vmstat command. Shows CPU usage details Output of df -h command. Shows Disk usage Details Output of top b n 1 command. Show per Process CPU and memory details OS Version Running Operations Scheduled Operations Queued Operations Client Version Information Registration Information OpsXML Module health status and Start time of each module Number of messages in the OutBox Number of Failed Outbox entries Device Trace Status: Device Trace Enabled or Not enabled OS Version
For the software client the following data are available in a text file:

Moving or Removing an Collector

To move or remove the Network Collector hardware:
Step 1 Step 2
At the CLI prompt, enter unregister. (For information on using the CLI, see Chapter 3, Configuring the Hardware-Based Collector.) At the Would you like to un-register this collector? prompt, enter y (see Figure 5-3).
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Figure 5-3
Unregistering the Collector
========================================================================== Cisco Network Assessment Collector Un-registration ==========================================================================
Would you like to un-register this collector (y|n)?
Step 3
To confirm, at the prompt, enter show reg. The Status field shows Inactive. To confirm that the device in unregistered from the GUI, navigate to the customers entry and click Administration > Assessment Appliance Configuration. All customer data is deleted and the device 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 device.
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Troubleshooting
This chapter includes troubleshooting suggestions for some problems you may encounter.
Cisco Smart Care Network Client Registration Errors

Table 6-1 describes some Cisco Smart Care Network Client error messages that may appear during the Smart Care installation or registration process.
Table 6-1 Registration Errors
Message Failed to connect to server
Meaning A network failure or invalid server name prevented the connection. The (cisco.com) username, password combination is not valid. The (cisco.com) username, password combination is not valid. Or the customer is not valid for this partner.
Recommended Response Double-check the server name or troubleshoot your network connection, Double-check the username or password. If necessary contact the Smart Care administrator. 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). Report the message to the Service Support Center (SSC).
CCO Partner Validation Failed
CCO Customer Validation Failed
Contact the Server Administrator. Failed An error occurred on the to remove details server.
For more information on troubleshooting issues related to collector registration, see: http://www.cisco.com/web/partners/services/programs/smartcare/downloads/troubleshooting_app_reg. pdf For support information, refer to the Support link on the Smart Care navigation pane.
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Chapter 6 Cisco Smart Care Database Error
Troubleshooting
Cisco Smart Care Database Error

Table 6-2 describes the database error message that may be displayed.
Table 6-2 Database Error
Message 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.
Meaning If the user installs Cisco Smart Care Network Client 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.
Recommended Response
Delete the files from the <WINDISK>\Program Files\Microsoft SQL Server\MSSQL\Data where WINDISK is the disk drive that contains the main operating system environment. A typical example is C:\Program Files\Microsoft SQL One possibility is that one of the Server\MSSQL\Data. Then following data/log files exists in the press Retry to proceed with system: the installation. Pressing OPSXML.mdf Cancel cancels the Cisco Smart Care Service OPSXML_log.LDF installation. A typical GGEVENT.mdf screen shot shows the existence of these files in GGEVENT_log.LDF the SQL Servers/MSDEs POLICYSCHEDULER.mdf data folder. POLICYSCHEDULER_log.LDF
Network Client Installation Failure

Occasionally, 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 Step 2 Step 3 Step 4
Launch Windows Task Manager and stop any msiexec.exe processes. Delete any Windows temp directories (for example, C:\Windows\Temp). Reboot your PC. Restart the client installer.
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Troubleshooting Using the CLI
OpsXML Server Not Running

If you receive a message saying the OpsXML Server (on the Network 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 die. You can ignore any messages to this effect. Stop the Network Client OpsXML Server by clicking Start > Program Files... Stop OpsXML... Wait a few moments. Start the Network Client 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, (see Configuring the Network Collector section on page 3-1 for instructions on using the CLI), you can gather information on and control the Network Collector.
Displaying Version Information

To 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
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Troubleshooting
Showing Network Configuration

To display network information, from the command prompt (#), enter show net. A sample screen is shown in Figure 6-2.
Figure 6-2 Network Information
Showing Status
To display current status of the Network 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 Network Collector Status Information
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Displaying Service Information

To display information from the CLI about installed services, from the prompt (#) in the show status display (see Figure 6-3), press Enter. 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
============================================================================ OPERATIONS ============================================================================ RUNNING: ----------------No running operations QUEUED: ------1
Name Actual Name Type UserName
: : : :
SCHEDULED: ------1 Name Subject Next Run Status
: : : :
You know youve reached the end of the show status display when the prompt changes to (END).
Using the show run Command

Use 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
SmartCare# show run No running operations SmartCare#
Note
This command is not the same as the Cisco IOS show run command.
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Troubleshooting
Using the show reg Command

Use the show reg command to verify which build image an Network Collector is using, its status, message counts, OpsXML version, Collector name, hostname, registered date, Client License expiration date and status. Server information includes server name, Server URL, last connected time, and status. Polling information includes total number of the inbox and outbox counts plus the polling interval details. A sample show reg output is provided in Figure 6-6.
Figure 6-6 Show Registration Command Output
SmartCare# show reg
Cisco Smart Care Networks Collector: OPSXML DE CLIENT: ----------------Version : x.x.x.x Client Name : Host Name : Valid Till : Unlimited Usage OPSXML DE SERVER: ----------------Server : Status: Retry Interval : URL : INBOX/OUTBOX DETAILS: --------------------Inbox Outbox Message Count : 0 : 0
Status : Created Date : Modified Date :
Created Date : Last Connected :
Polling Interval 10 10
Examining Scheduled Services

To 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
SmartCare# show sch SCHEDULED OPERATIONS 1 Name Subject Next Run Status : : : :
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Using the trace Command

The enable mode trace command, available to Network Collector administrators, captures detailed information about the Network Collector interaction including connection details, commands issued on the device, and the Network Collector responses. This command is useful for troubleshooting Network Collector behavior issues. To use the trace feature, follow these steps:
Log as an administrator using the enable command. Start capturing trace log information using the trace enable command. Display the trace logs using the trace view command. Figure 6-8 illustrates entering the trace view command from an SSH shell.
Figure 6-8 The trace view Command
SmartCare# trace view
Step 4
Select the date as shown in Figure 6-9.

Figure 6-9 Selecting the Date
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Troubleshooting
Step 5
Select the service as shown in Figure 6-10.

Figure 6-10 Selecting the Service
Step 6
Choose a log file for viewing as shown in Figure 6-11.

Figure 6-11 Selecting a Log to View
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Step 7
Review the log file as shown in Figure 6-12.

Figure 6-12 Viewing the Log
Each log file shows the entire interaction between the Network Collector and a device for a given instance (1 run) of a service. The file shows the commands issued by the Network 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.
Use the quit command to close the log file. To disable the trace log, use the trace disable command. To delete existing device trace logs from the Network Collector, use the trace del command.
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Troubleshooting
Using the traceroute Command

Use 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 6-13.
Figure 6-13 The traceroute Command
Using the ping Command

The 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 6-14.
Figure 6-14 The ping Command
SmartCare# ping 10.3.0.1 PING 10.3.0.1 64 bytes from 64 bytes from 64 bytes from 64 bytes from (10.3.0.1) 56/84 bytes of data. 10.3.0.1: icmp_seq=0 ttl-225 time=2.04 10.3.0.1: icmp_seq=0 ttl-225 time=2.04 10.3.0.1: icmp_seq=0 ttl-225 time=2.04 10.3.0.1: icmp_seq=0 ttl-225 time=2.04 ms ms ms ms
--- 10.3.0.1 ping statistics --4 packets transmitted, 4 received, 0% packet loss, time 3004ms rtt mn/avg/max/mdev = 1.372/1.550/2.044/0.286 ms, pipe 2 SmartCare#
To interrupt (stop) a ping, press Ctrl-C.
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Chapter 6
Using the timezone Command

Smart Care requires that the Network Collector be configured with the correct time information. To set the time zone for the Network Collector, use the timezone command. Figure 6-15 lists the time zone options. Use the arrow keys to select the proper time zone for the location of the Network Collector. You are prompted to confirm before setting the time zone. To exit, press ESC.
Figure 6-15 Timezone Options
Israel Jamaica Japan Kwajalein Libya MET MST MST7MDT Mexico/ Mideast/ NZ NZ-CHAT Navajo PRC PST8PDT Pacific Poland Portugal
Return Key : Select | Arrow keys: Navigate | ESC: Quit
Using the timesync Command

Smart Care requires that the Network Collector be configured with the correct time information. To set the time on the Network Collector to the clock used in your network, use the timesync command. You are prompted to identify an Network Time Protocol (NTP) server by either hostname or IP address. Enter y at the Would you like to synchronize time prompt as shown in Figure 6-16.
Figure 6-16 Synchronizing Time
Ntp Server Address [pool.ntp.org] : 192.168.1.13 Would you like to synchronize time with 192.168.1.13 (y|n)?
Once the Network Collector has connected with the NTP server and successfully synchronized time, you can schedule periodic synchronizations. By default, synchronizations occur every 24 hours. Cisco recommends you use this default.
Note
NTP requires a direct connect Internet connection. HTTP proxy is not supported.
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Troubleshooting
Using the date Command

Smart Care requires that the Network Collector be configured with the correct date information. To verify the current date setting, use the date command. The output includes the day of the week, month, hours, minutes, seconds, timezone identifier, and year. For example: Tue Sep 18 02:40:32 PDT 2007
Using the conf ip Command

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

Enter R to delete (remove) the settings. Enter M to change (modify) the configuration. Enter S to skip modification and leave the configuration unchanged. The mode of IP addressing (DHCP or static). If you specify DHCP, you are prompted for the DHCP server IP address. The DHCP server provides its configuration details. The Hostname. Valid characters are a-z A-Z 0-9 @. Maximum length is 64 characters. The IP address. Use a valid IPv4 address in dotted decimal notation. The netmask. Use a valid subnet mask in dotted decimal notation. The default gateway. A default gateway or proxy server must be configured. The DNS name server details. You can specify up to three name server IP addresses. You must specify at least one name server. The proxy server. You can specify the proxy server IP address/hostname, port, user name password, and domain name if direct connection through the gateway is not available.
Use this command to configure or modify:

Using the register Command

Use the register command to register the Network Collector to the Smart Care server. You are prompted for the following:

Server IP address Server port number Protocol (use HTTPS) Partner CCO login name and password Collector name Customer login name and password (optional)
Note
Make sure the server is reachable by pinging it. If not, use the conf ip command to check the network configuration. If you are using a proxy server, make sure you can access the server through the proxy server.
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Chapter 6
If any of the values are missing, registration fails. In this event restart the Network Collector and try registering again.
Using the unregister Command

Use the unregister command to unregister the Network Collector with the Smart Care server. If services are scheduled or running you are prompted that you cannot unregister. To force an unregistration use the unregister force command to override all checks. The unregistration command is shown in Figure 6-17.
Figure 6-17 Unregistration Command
==================================================================================== Cisco Smart Care Network Collector Un-registration ====================================================================================
Un-registration will cleanup all running operations and schedules (if any). Would you like to unregister this collector (y|n)? y
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Troubleshooting
Using the mailtrace Command

Use the mailtrace command to mail zipped trace logs files for the past five days. Initially mailtrace calculates and prints the size of the zipped file and prompts you for confirmation. On confirmation, mailtrace prompts for senders e-mail address, recipients e-mail address, mail server IP. Success of the mailtrace command depends on the mail server configuration.
Figure 6-18 Mailtrace Command
SmartCare# mailtrace
Creating tar files.. Compressing tar file.. The compressed file has size 4.0K Do you want to send this file [y|n]?
Enter details... From:smartcare_user@cisco.com To: dest_x@anywhere.com SMTP server name: 192.... Sending Email..
Using the hostname Command

Use the hostname command to assign a name to the host. You can also use it to display the current Network Collector host name.
Using the passwd Command

Use the passwd command to change the Cisco or admin password.
Using the reload Command

Use the reload command to reboot the system.
Using the poweroff Command

Use the poweroff command to shut off the power to the Network Collector.
Using the logout Command

Use the logout command to exit from the current command shell.
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Chapter 6
Backing Up Your Data

The Smart Care backup feature allows you to back up your device data. To back up the data on a Network Collector, follow these steps:
Click Administration > Assessment Appliance Configuration. Click View for the collector you want to back up. The Manage Collector screen displays. In the Collector Backup section of the Managing Collectors page, click Start. Because Smart Care maintains registration, service, and inventory information on the back-end servers at Cisco, the only data that is at risk in a system failure is the data that is stored in the client itself. To back up this data, the Collector Backup feature creates a CSV file with the following fields:

Device IP address Site Device type Protocol (telnet, ssh, http, https) CLI user name CLI password Enable password SNMP Read Community string SNMP Write Community string
At the prompt asking if you wish to continue, click Yes. Wait for the Network Collector or Network Client to process the request. When prompted, click Save to save the file to a local directory.
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Chapter 6 Check the Count of Messages at the Outbox
Troubleshooting
Step 7
Confirm that the CSV file was created properly by navigating to the local directory and opening the CSV file. A sample file is shown in Figure 6-19.
Figure 6-19 Sample CSV Backup File
Check the Count of Messages at the Outbox

To find out how many messages are waiting to be sent to the Smart Care server, from the network appliance use the following command: show reg The outbox message count provides the count of messages that are currently queued, as shown in Figure 6-20.
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Chapter 6
Troubleshooting Check the Count of Messages at the Outbox
Figure 6-20
Outbox Message Count
Purge All Messages from the Outbox

Caution
This command destroys all the messages that the outbox contains. In other words, information was collected in earlier service runs but was not sent to the Smart Care server to be posted to the Smart Care portal. Smart Care provides a command that you can use to purge all messages from your outbox. To empty your outbox of all messages, from the network appliance enter the following: reset outbox Ideally, you should not need to run this command. However in unusual circumstances, when the outbox messages fail to clear, you may want to use this command, for example, to avoid restarting the appliance.
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Chapter 6 Welcome Screen
Troubleshooting
Welcome Screen
The Welcome screen includes useful links for resources like Cisco Technical Support and training. The Welcome page is displayed by default when the application opens. If you have closed the page or unchecked the Always show this Page when I login checkbox, click the Welcome link in the navigation pane to redisplay it.
Figure 6-21 Welcome Page
Online Help
To display an online version of the Smart Care user guides, click the Help link on the page header.
Virtual Collector Troubleshooting

The following section contains troubleshooting information for the virtual collector.
Smartcare Virtual Appliance - Boot up error

While booting, the Smartcare Virtual Machine tries to get the IP address from the DHCP server by default. If it fails to get IP address and other networking parameter the following error occurs while booting up.
Bringing up interface eth0: Determining IP Information for eth0 . Failed [FAILED]
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Chapter 6
Troubleshooting Virtual Collector Troubleshooting
Figure 6-22
Boot Up Error
Resolutions #1

Check the local DHCP server to resolve the above issue and to assign IP address for the Smartcare Virtual Appliance. Power off the Virtual Appliance and then Power On again to get IP address and other networking parameters from the DHCP server. If the DHCP server is not available and the static IP address is needed to Smartcare Virtual Appliance then see Cisco Smart Care Service Configuration Guide to configure the static IP Address.
Resolution #2
Smartcare Virtual Appliance - Network Connectivity

If Smartcare Virtual Appliance failed to connect to the external network or Cisco backend after login using admin credentials, check if the following ping command fails. ping tools.cisco.com If you see the following out from the above command then the IP address and other networking parameters are not configured properly to the Smartcare Virtual Appliance. Ping: unknown host tools.cisco.com
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Chapter 6 Virtual Collector Troubleshooting
Troubleshooting
Figure 6-23
Ping Command
Resolution #1
Check the IP configurations from the Smartcare Virtual Appliance using show net command.
Ping Command Resolution
Figure 6-24
If the IP address is not assigned (i.e. IP Address is blank from the above command output) to Smartcare Virtual Appliance then check the host network connection and DHCP server availability and configuration to assign IP address and other networking parameters to the Smartcare Virtual Appliance by default. If the DHCP server is not available and the static IP address is needed to Smartcare Virtual Appliance then see Cisco Smart Care Service Configuration Guide to configure the static IP Address.
Resolution #2
Resolution #3 The valid IP address and other networking parameters are configured to Smartcare Virtual Appliance but it's still failing to connect to external network or Cisco backend then check the following network adapter configurations.
Select the Smartcare Virtual Appliance and Summary tab.
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Chapter 6
Click on Edit Settings link. The Virtual Machine properties window appears. Click on Network Adapter from the Hardware tab. The device status details appear. Under Device Status, if it is unselected, select the Connected check box, and click OK
Network Adapter
Figure 6-25
Smartcare Virtual Appliance - Martian Source messages

After Smartcare Virtual Machine boots up, if the IP address is not assigned to Virtual machine then the following Martian source messages may appear on the Virtual machine console and these message will not allow you to carry on typing the text or commands on the console. These are informational and not error messages. Once the valid IP address is configured then the following messages will not appear.
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Troubleshooting
Figure 6-26
Martian Source Messages
Resolutions #1

Check the local DHCP server to resolve the above issue and to assign IP address for the Smartcare Virtual Appliance. Power off the Virtual Appliance and then Power On again to get IP address and other networking parameters from the DHCP server.
Resolutions #2 If the local DHCP server is not available then proceed with the following steps to avoid the above messages on the console.

Select the Smartcare Virtual Machine and click on Summary tab. Click on Edit Settings link. The following Virtual machine properties window appears.
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Chapter 6
Figure 6-27
Virtual Machine Properties Window
Click on Network Adapter from Hardware tab. The device status details appear. Under Device Status, if it is selected, unselect the Connected check box, and click OK
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Troubleshooting
Figure 6-28
Connected Check Box
Now check the Smartcare Virtual Machine console to ensure that the information messages do not appear. Click on console and press Enter for login.
Console Login
Figure 6-29
Login to the Smartcare Virtual Appliance and configure the Static IP. See Cisco Smart Care Service Configuration Guide for more details on IP Address configuration.
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Chapter 6
After successful IP configurations, Power Off and Power On again. This step reboots the virtual appliance without any errors on the interface eth0.
Reboot the Virtual Appliance
Figure 6-30
After successful reboot, Select the Smartcare Virtual Machine and click on Summary tab. Click on Edit Settings link. The following Virtual machine properties window appears.
Virtual Machine Properties Window
Figure 6-31
6-25
Troubleshooting
Click on Network Adapter from Hardware tab. The device status details appear. Under Device Status, if it is unselected, select the Connected check box, and click OK
Select the Connected Check Box
Figure 6-32
Smartcare Virtual Appliance - Power on error

After deploying Smartcare Virtual Appliance (OVF) on the server (ESX/ESXi), if you receive the following message when you power on the virtual appliance, it means that the server host does not support the 64-bit guest OS because the virtual technology configurations are disabled.
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Chapter 6
Figure 6-33
Power On Error
Resolution #1: To resolve this problem, your ESX/ESXi server host includes CPUs with Virtual Technology (VT) support and Virtual Technology (VT) must be enabled. For more details, go through the following steps.

Check your VMware documentation on VMware ESX/ESXi server for requirements specific to 64-bit guest operating system. Check your host system documentation or contact your system vendor on Virtual Technology (VT) settings and to request a BIOS version that lets you enable Virtual Technology (VT) support.
If the CPU supports the Virtual Technology (VT) but its disabled then it can be enabled manually at BIOS level. The following steps provide a guide to enable the Virtual Technology (VT) settings at system BIOS level. Note:

The following steps are for your information only and the steps may vary depending upon your system vendor. Contact your system vendor before performing any modification on BIOS settings. For any BIOS configuration changes, the ESX/ESXi server host must be rebooted before and after BIOS settings modification. Server reboot may impact on other virtual machines which are up and running on the server.
Follow these steps to reboot the server:

Step 1
Reboot the host. The following screen appears while booting.
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Troubleshooting
Figure 6-34
Boot Screen
Step 2
Press <F12>. The following Boot menu appears.

Figure 6-35 Welcome Page
Step 3
Select <Enter Setup>. The following Configuration/Setup Utility menu appears.
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Chapter 6
Figure 6-36
Configuration/Setup Utility
Step 4
Select Advanced Setup. The following Advanced Setup menu appears.

Figure 6-37 Advanced Setup
Step 5
Select CPU Options. The following CPU Options menu appears.
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Troubleshooting
Figure 6-38
CPU Options
Step 6
Select Virtual Technology option and change it to Enable if it's Disabled. And Save the settings.
Figure 6-39 Virtual Technology Option
Step 7
After Save and Exit, the system reboots automatically.
6-30
INDEX
A
Collector
3-1
Installation procedure
2-2
Installing the Network Client starting a CLI session

3-1
2-3
C
Client Operations Client Status CLI session Customer data
2-7 3-1 2-8 2-8
R
Removing an collector Removing the database
4-1 2-10
S D
Smart Care Network Client Database errors
5-2
Installation
2-2 1-1 1-1, 1-2
Smart Care Service devices
H
Hardware collector
1-1 2-2
Smart Care Service Environment Smart Care Service hardware Software Client database errors Software requirements System Tray
2-6 2-1 3-1
5-2
Hardware requirements
I
Installation prerequisites
2-2 2-2
T
To install the Cisco Smart Care Network Client To start a CLI session
3-1 2-3
Installing the Smart Care Network Client
N
Network Collector
3-1 2-3
Troubleshooting
5-1
Network Client installation
U
Uninstalling Cisco Smart Care Network Client
4-1
P
Prerequisites
IN-i
Index
IN-ii

Cisco Smart Care Services Configuration Guide 1.1

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Cisco Smart Care Service Configuration Guide

1.11 Release May 2013

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About Smart Care User Documentation

Cisco Smart Care Service Configuration Guide

Organization of the Guide

Cisco Smart Care Service Configuration Guide

Obtaining Documentation and Submitting a Service Request

Cisco Smart Care Service Configuration Guide

Cisco Smart Care Service Configuration Guide

Overview of the Service Product Overview

Understanding the Cisco Smart Care Service Environment

Installing a Cisco Smart Care Pre-Sales Collector Before Starting

Operating System Requirements System Requirements 2 Browser Requirements 2

Installing the Smart Care Virtual Collector on a VMware Player

Configuring the Hardware-Based Collector Configuring the Network Collector

Configuring the Virtual Collector Before Installation 1 Host Requirements

Cisco Smart Care Service Configuration Guide

Managing the Cisco Smart Care Network Collector

Moving or Removing an Collector

Cisco Smart Care Service Configuration Guide

Cisco Smart Care Service Configuration Guide

Overview of the Service

Cisco Smart Care Service Configuration Guide

Chapter 1 Product Overview

Overview of the Service

Partner or Customer Browser Administration Dashboard, Reports

Customer Assessment Device

Data Flow for inventory and all other flows

Cisco Smart Care Service Configuration Guide

Installing a Cisco Smart Care Pre-Sales Collector

Operating System Requirements

Cisco Smart Care Service Configuration Guide

Chapter 2 Installing the Cisco Smart Care Network Client

Installing a Cisco Smart Care Pre-Sales Collector

Windows XP Professional Service Pack 2 and above Windows 7

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

Installing the Cisco Smart Care Network Client

Cisco Smart Care Service Configuration Guide

Chapter 2 Installing the Cisco Smart Care Network Client

Installing a Cisco Smart Care Pre-Sales Collector

Step 5 Step 6 Step 7

Cisco Smart Care Service Configuration Guide

Opening SW Client dialog box

Cisco Smart Care Service Configuration Guide

Chapter 2 Installing the Cisco Smart Care Network Client

Installing a Cisco Smart Care Pre-Sales Collector

During the install you specify:

Cisco Smart Care Service Configuration Guide

Cisco Smart Care Service Configuration Guide

Chapter 2 Installing the Cisco Smart Care Network Client

Installing a Cisco Smart Care Pre-Sales Collector

Confirming the Installation

Click the icon. The status display is shown in Figure 2-9.

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

Cisco Smart Care Service Configuration Guide

Installing a Cisco Smart Care Pre-Sales Collector Protecting Customer Data

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

Protecting Customer Data

Cisco Smart Care Service Configuration Guide

Chapter 2 Uninstalling the Cisco Smart Care Network Client

Installing a Cisco Smart Care Pre-Sales Collector

Uninstalling the Cisco Smart Care Network Client