===================================================================== Electronic Service Agent(tm) for IBM eServer xSeries and Netfinity Version 3.1 README Information ===================================================================== Table of Contents ================= 1.0 Introduction 1.1 Features 1.2 What's New in Release 3.1 1.3 Security 1.4 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 What's New in Release 3.1 ----------------------------- - A History panel provides historical details of significant system events, including enrollment history, inventory history, and Project Management Report (PMR) history. - A General panel shows system details for selected systems. - Extensions to Electronic Service Agent's major functions may be acquired and installed separately. - Online help is now available for the Configuration application. - The Configuration application can be started from the Windows Start menu. - Windows 2003 is supported for Internet connection only. - The list of supported machines has been expanded. 1.3 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 an IBM Certified Secure Network structure. - Access to programs providing control over Electronic Service Agent is restricted to users with Windows Administrative rights. 1.4 Supported Machines -------------------- Machine Type Brand Name 8478 xSeries 200 8480 xSeries 205 8645 xSeries 220 8647 xSeries 225 8654 xSeries 330 8656 xSeries 340 8658 xSeries 230 8664 xSeries 240 8669 xSeries 342 8670 xSeries 345 8671 xSeries 235 8673 xSeries 305 8675 xSeries 330 8676 xSeries 335 8682 xSeries 350 8684 rxe-100 8685 xSeries 255 8686 xSeries 360 8687 xSeries 440 8861 xSeries 365 8862 xSeries 365 8870 xSeries 445 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, IBM's service delivery will be delayed. Similarly, if you record your managed systems' location details incorrectly, 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 with Service Pack 3 (SP3) Windows 2000 Server SP3 Windows 2000 Advanced Server SP3 Windows 2000 Datacenter Server SP3 Windows 2003 Server Enterprise Edition Windows 2003 Datacenter Edition - x86, Pentium or higher. - Data Collector: 110mb of hard disk space. - Gateway: 100mb, plus 10mb per Data Collect. - Gateway: Modem or internet access. - Monitor: Super VGA monitor with the screen resolution set to at least 800 x 600, small fonts setting, and 256 colors 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 section). 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-n89-31.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-n89-31.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 nonexistent 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: You cannot re-install a Gateway machine. You should back up 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 some systems during reboot Windows could display an error message stating that the Dialer service cannot be started. To resolve that problem: - Go to Start Menu\Settings\Control Panel\Administrative Tools\Services. - Select 'IBM Electronic Service Agent Dialer'from the list of services. - Right click and select Properties. - Select Recovery tab and set the following settings: - First failure: select Restart the Service - Second failure: select Restart the Service - Subsequent failures: select Restart the Service - Reset fail count after: 0 days - Restart service after: 1 minutes - Click OK. PROBLEM: When the configuration program appears after the reboot of your Gateway system and you don't want to configure it at that time, do not minimize the configuration program. Instead, use the Cancel button. 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 of the United States, contact support at 1-800-IBM-SERV (1-800-426-7378) and select 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.