===================================================================== Electronic Service Agent(tm) for IBM eServer xSeries and Netfinity Version 3.0 README Information ===================================================================== Table of Contents ================= 1.0 Introduction 1.1 Features 1.2 Security 1.3 Supported Machines 2.0 Prerequisites 2.1 System requirements 2.2 Network requirements 3.0 Installation 4.0 Known Issues 5.0 Support 6.0 Notices 6.1 Trademarks & Service marks 1.0 Introduction ================ Electronic Service Agent 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. 1.1 Features ------------ - Collect information about your hardware configuration and software installed. - Monitor your hardware. - Issue a Service Request in the event of a failure. - Report the failing Field Replaceable Unit (FRU), if available. - Prompt a callback from the IBM xSeries Support Center. - Communicate periodically with IBM to report the operational status of each of the managed systems. 1.2 Security ------------ - Managed systems communicate with the Gateway by using Secure Socket Layer (SSL) to encrypt the data stream. - No unique customer data is ever accessed. - No inbound calls are allowed. - Electronic Service Agent communicates with IBM using and IBM Certified Secure Network structure. - Access to programs providing control over Electronic Service Agent is restricted to users with Windows Administrative rights. 1.3 Support Machines -------------------- Machine Type Brand Name 8671 xSeries 235 8670 xSeries 345 8480 xSeries 205 8647 xSeries 225 8685 xSeries 255 8676 xSeries 335 8687 xSeries 440 8686 xSeries 360 2.0 Prerequisites ================= - Ensure the person installing Electronic Service Agent has Administrative authority. - Ensure the Gateway machine and all monitored servers are under warranty or an IBM Service agreement. - Ensure that you have supplied accurate contact information when configuring Electronic Service Agent - It is particularly important that you configure the location details of your Gateway and managed systems accurately. If you record your Gateway 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. 2.1 System Requirements ----------------------- - One of the following Operating Systems * Windows 2000 (R). * Windows 2000 Server (R). - x86, Pentium or higher. - Data Collector: 110mb of hard disk space. - Gateway: 100mb, plus 10mb per Data Collect. - Gateway: Modem or internet access. 2.2 Network Requirements ------------------------ - For auto discovery, the Gateway and Data Collectors should be on the same subnet, but this is not a strict requirement. See the User's Guide for more information (Chapter 3 - Network Requirements). 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-n89-30.exe (this is the installation file) - The User's Guide (print this for install and config information) The Gateway machine must be installed before the Data Collectors. Execute the installation file 5639-n89-30.exe 4.0 Known Issues ================ The following is a list of problems/issues associated with Electronic Service Agent: PROBLEM: If a Data Collector is permanently removed, or a new copy of Service Agent is installed on a system, you can remove the reference to a non-existant system on the Gateway with the following command: esaUtil -removeDa -saSystemId For example: - open a command window. - cd /esa/bin - enter "esaUtil -removeDa -saSystemId DAf4c1bf727a-78353653" (without the quotes) PROBLEM: Do NOT install Electronic Service Agent in the root directory. It will not operate correctly. PROBLEM: You can not re-install a Gateway machine. You should backup your Gateway system. If you have any problem with the Gateway disk drive that contains Electronic Service Agent, you should contact IBM Service. 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: This has been fixed, but will still display an error message. Ignore the message. 5.0 Support =========== If you encounter problems or have technical questions regarding Electronic Service Agent, you should call your nearest IBM support center. You can obtain support center contact details that are appropriate for your country/region from the following web site: 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). hardware support. You should have your machine type and serial number ready to give to the IBM support staff. Your machine type is identified by a four-digit number. Web Sites IBM PC Support and Information http://www-3.ibm.com/pc/support/site.wss/ IBM Support Center contact information http://publib.boulder.ibm.com/pubs/html/as400/v4r4/ic2924/info/rzajitbl.htm Electronic Service Agent installation package http://www.pc.ibm.com/qtechinfo/MIGR-40870.html 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.