===================================================================== Electronic Service Agent(tm) for IBM eServer xSeries and Netfinity with Director Extension Version 3.0 README Information ===================================================================== Table of Contents ================= 1.0 Introduction 1.1 Features 1.2 Security 2.0 Prerequisites 3.0 Installation 4.0 Known Issues 5.0 Support 6.0 Notices 6.1 Trademarks & Service marks 1.0 Introduction ================ Electronic Service Agent - Director Extension 3.0 is a secure, remote, information-gathering program designed to help you minimize the resources required to run and maintain your networked computers, increase your systems' availability, and aid IBM in servicing and maintaining your system. Release 3.0 is designed as a plug-in task for IBM Director 4.1. Electronic Service Agent - Director Extension 3.0 also provides generic support for IBM's Operational Support Service - Enhanced Availability Service offering. Please consult your IBM Client Representative for more information. 1.1 Features ------------ Electronic Service Agent has two main functions: - To initiate a Service Request and send it to IBM when it detects system hardware errors that meet certain criteria for criticality. - To perform information gathering operations and standard and diagnostic inventory updates then send this information to IBM. 1.2 Security ------------ - No unique customer data is ever accessed. - No inbound calls are allowed. - Electronic Service Agent communicates with IBM using an IBM Certified Secure Network structure via either a modem or the internet. - Access to programs providing control over Electronic Service Agent is restricted to users with Windows Administrative rights. 2.0 Prerequisites ================= - Electronic Service Agent version 3.0 should be used in conjunction with IBM Director version 4.1 ONLY. During the IBM Director version 4.1 installation process, ensure that you select "Director Extension" in the Director Agent Configuration screen. - If your Central Management Server is running Windows 2000 Server or Advanced Server with Service pack 2 then any modem that you install will automatically be configured for RRAS (Routing and Remote Access Service). - Ensure that you have supplied accurate contact information when configuring Electronic Service Agent-Director Extension. - It is particularly important that you configure the location details of your Central Management Server and managed systems accurately. If you record your Central Management Server location details incorrectly then IBM's service delivery will be delayed. Similarly, if you record your managed systems' location details incorrectly, then IBM service representatives will not be dispatched to the correct site location after a hardware problem has been reported. - In addition to installing IBM Director version 4.1 on your Central Management Server, ensure that you download and install the latest updates. Make sure they include Director patch 4.10.2. You can obtain the latest updates from the following IBM Support web site: http://www.ibm.com/pc/support/ This is the IBM Support Web site for IBM hardware and systems-management software. For systems-management software support, click "Systems management". - Ensure all monitored machines are under warranty or an IBM Service agreement. 3.0 Installation ================ The Electronic Service Agent is available from the following web site; http://www.pc.ibm.com/qtechinfo/MIGR-40870.html Download the following files to a temporary directory; - 5639-n89-3DE.exe (this is the installation file) - The User's Guide (print this for install and config information) To install Electronic Service Agent on your IBM Director Central Management Server: 1. Double-click on your setup.exe file to run the setup program and begin the installation process. 2. At the Language Option screen, select the language option that you want to use, and then click OK. 3. At the Electronic Service Agent Setup screen, click Next to continue with the program setup. 4. If you accept the terms and conditions of the License Agreement, click Yes to continue with the setup program. 5. If you accept the terms and conditions of the Communications Charges Agreement, click Yes to continue with the setup program. 6. At the Question dialog box, click Yes to view the README file, and then click Next. 7. At the Set-up Complete screen, select Yes to restart your system now. 8. Click Finish to complete the installation. 4.0 Known Issues ================ The following is a list of problems/issues associated with Electronic Service Agent: PROBLEM: On Windows 2000 (R), sometimes after a reboot, the eSA-DE Dialer v5 Interface service fails to start thereby causing eSA-DE to fail to send any of it's transactions to IBM. FIX: After a reboot, check to see if the ESA Dialer v5 Interface service is started in the Windows Services panel. If not, then start it manually before opening the Director console. If the problem persists, follow the instructions below to Automatically Restart the Dialer Service. Setting the Dialer Service to Automatically Restart : 1) Close all the open interfaces on the system. 2) Navigate to Start Menu\Settings\Control Panel\Administrative Tools\Services 3) Stop both Director & ESA Dialer v5 Interface Service 4) Highlight ESA Dialer v5 Interface Service, right-click and select Properties. 5) Navigate to the "Recovery" Tab and set the values to; First Failure: Restart the Service Second Failure: Restart the Service Subsequent Failures: Restart the Service 6) Reboot the system. PROBLEM: Due to differing capabilities of the Advanced Systems Management Adapters in various Netfinity models, Electronic Service Agent will not report the following events from Netfinity 5000, 5500, 5500 M10, 5500 M20, or 7000 servers: - Critical.Temperature - Critical.Voltage - Critical.Voltage Regulator Module Failure - Critical.Power Failure - Critical.Hard Disk Drive FIX: The Netfinity Advanced Systems Management Processor and Adapter must be updated to the latest level on each managed server. To obtain the latest level of device driver: 1) Visit website: http://www.pc.ibm.com/support on the Internet Ensure that your web browser is capable of displaying frames. 2) Select "Servers" from the pull-down list of the Browse the support site field. Then click the forward arrow. 3) Select the product reference of your managed server from the pull-down list of the Family field. 4) Select the appropriate machine type and model of your managed server from the pull-down lists of the Machine type and Model fields respectively. 5) Select "Downloadable files" from the left hand navigation frame. 6) Select "Advanced Systems Management" from the Select a category pull-down list. 7) Select the appropriate drivers from the Downloadable files list and follow the directions for all Advanced Systems Management firmware and device driver updates. PROBLEM: A note to Asia Pacific users: Japanese, Korean, Simplified and Traditional Chinese versions of Electronic Service Agent version 3.0 are currently available. Note however that Electronic Service Agent version 3.0 will not accept field entries typed as double byte characters. FIX: You must ensure that you type all details as single byte (latin) characters. PROBLEM: When launching the Electronic Service task in targeted mode, targeting more than four systems at one time may cause heavy network traffic. FIX: You should restrict the number of systems targeted at any one time to no more than four. PROBLEM: If you are viewing inventory data for a managed system or group of managed systems using IBM Director's or Netfinity Director's Query Browser window and then you change the Extended Service Level enablement of this managed system or group of managed systems, note that the inventory data displayed in the Query Browser window will not be automatically updated. FIX: To view updated inventory data, you must close the Query browser window and then reopen it by relaunching the inventory task targeted at the managed system or group of managed systems for which you want to view refreshed inventory data. PROBLEM: If you want to socksify your Central Management Server (CMS) after you have installed Electronic Service Agent, then you must make a modification to your Socks.cnf file. FIX: Locate and open your Socks.cnf file, then type the following line at the TOP of the file: EXCLUDE MODULE DIALERSERVICE PROBLEM: Electronic Service Agent version 3.0 should be used in conjunction with IBM Director version 4.1 ONLY. FIX: During the IBM Director version 4.1 installation process, ensure that you select "Director Extension" in the Director Agent Configuration screen. PROBLEM: Electronic Service Agent detects which modems have been installed on your IBM Director Central Management Server then displays them in the following places in the Electronic Service Agent interface for you to select later: - Modem field, Telephone number screen, Electronic Service Agent Configuration Wizard - Modem field, Communication page, untargeted Electronic Service Agent Configuration Notebook The modem type text displayed in each of the above fields may appear slightly corrupted. This feature does not adversly affect Electronic Service Agent's functionality. PROBLEM: If you stop the IBM Director service and want to restart it again, then you should also stop and restart the Electronic Service Agent Dialer service. FIX: To start and stop the IBM Director and Electronic Service Agent Dialer services: 1) Select Start-->Settings-->Control Panel-->Services 2) Select Director Support program then click stop or startup to stop or start the IBM Director service 3) Select ESA Dialer v5.Interface service then click stop or Startup to stop or start the IBM Director service PROBLEM: If systems are discovered after installing IBM Director but before installing eSA-DE, these systems should be eligible under ESA-DE. Sometimes these systems do not show up immdediately, but will show up after some time. FIX: If this situation happens, delete the systems and the "rediscover" them via the IBM Director console after installing ESA-DE. 5.0 Support =========== If you encounter problems or have technical questions regarding the Electronic Service Agent for xSeries and Netfinity product, you should call your nearest IBM support center. You can obtain support center contact details from the following website: http://publib.boulder.ibm.com/pubs/html/as400/v4r4/ic2924/ info/rzajitbl.htm If you are a resident in the United States, contact support at 1-800-IBM-SERV (1-800-426-7378), option 2-software support. IBM Director and Electronic Service Agent - Director Extension require a SupportLine Contract. When calling IBM you should quote program number 5639-N89 for Electronic Service Agent - Director Extension 3.0. 6.0 Notices =========== INTERNATIONAL BUSINESS MACHINES CORPORATION PROVIDES THIS PUBLICATION "AS IS" WITHOUT WARRANTY OF ANY KIND, EITHER EXPRESS OR IMPLIED, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OF NON-INFRINGEMENT, MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE. Some jurisdictions do not allow disclaimer of express or implied warranties in certain transactions, therefore, this statement may not apply to you. This information could include technical inaccuracies or typographical errors. Changes are periodically made to the information herein; these changes will be incorporated in new editions of the publication. IBM may make improvements and/or changes in the product(s) and/or the program(s) described in this publication at any time without notice. 6.1 Trademarks and Service marks -------------------------------- The following terms are trademarks of the IBM Corporation in the United States, other countries, or both: the e-business logo eServer IBM xSeries Electronic Service Agent Microsoft and Windows are trademarks of Microsoft Corporation in the United States, other countries, or both. Java and all Java-based trademarks and logos are trademarks or registered trademarks of Sun Microsystems, Inc. in the United States, other countries, or both. (C) Copyright IBM Corporation 1999, 2003. All rights reserved. Note to U.S. Government Users Restricted Rights -- Use, duplication, or disclosure restricted by GSA ADP Schedule Contract with IBM Corp.