tier 1 service doc - securelogix · web viewconfigure the newly connected spans by using the import...

of 43

Tier 1 Service DocumentLast Rev – April 2003

SECURELOGIX TECHNICAL SUPPORT

Available Methods for Contacting SecureLogix Customer SupportLocation of ETM ® System Log and System Files Necessary for Customer Support Reference

TOPICS CONCERNING ETM® PLATFORM APPLIANCES

ConnectivityETM ® Communications Appliance, Card or Span Will Not Connect to the ETM ® Management ServerAnalysis and Recovery in the Case of an ETM ® Communications Appliance, Card or Span Failure How to ping from an ETM ® Platform Appliance Repeated Failed Telnet Login Attempts to an ETM ® Platform Appliance Shuts Down Its Telnet Server

LoggingHow to Capture ETM ® Platform Logs by Using Telnet How to Capture ETM ® Platform Comet Debug Data by Using Telnet Capturing PRI Layer 2 Messages Through ETM ® Appliance Logging

ServicingAnalysis and Recovery in the Case of an ETM ® Communications Appliance, Card or Span Failure Replacing a Controller Card within an ETM ® 2100 or 3200 Series Platform Chassis Removing and Replacing a Power Supply within an ETM ® 3200 Series Platform Chassis Removing and Replacing the Fan Unit within an ETM ® 3200 Series Platform Chassis

MiscConverting an ETM ® 1000 Series Communications Appliance from ISDN-PRI to T1-CAS Converting an ETM ® 1000 Series Communications Appliance from T1-CAS to ISDN-PRI Repeated Failed Telnet Login Attempts to an ETM ® Platform Appliance Shuts Down Its Telnet ServerPBX SMDR/CDR Port Settings Supported by the ETM ® Platform LED Reference – ETM ® Platform, Series 2100 and 3200 Appliances LED Reference – ETM ® Platform, Series 1000 Appliances

TOPICS CONCERNING ETM® MANAGEMENT SERVER AND TELEAUDIT® REPORT SERVER

ConnectivityETM ® Communications Appliance, Card or Span Will Not Connect to the ETM ® Management ServerThe ETM ® Management Server is Not Running The TeleView™ Infrastructure Manager Cannot Connect to the ETM ® Management Server

Startup and Installation

ETM, TeleWall, TeleAudit, TeleView, TeleVPN, TeleIDS, TeleWatch Secure, TWSA, SecureLogix, SecureLogix Corporation, and the ETM, TeleWall, TeleAudit, TeleView, and TeleVPN Emblems and the SecureLogix Diamond Emblem are trademarks or registered trademarks of SecureLogix Corporation in the U.S.A. and other countries. All other trademarks mentioned herein are believed to be trademarks of their respective owners.

© Copyright 2003 SecureLogix Corporation. All Rights ReservedU.S. Patents No. US 6,226,372 B1 and US 6,249,575 B1. U.S. and Foreign Patents Pending.

of 43

The ETM ® Management Server and the TeleAudit ® Report Server Services Do Not Start Automatically when the Computer Reboots

CustomizationScheduling Tasks Within Windows ® Modifying the Subject Line within TeleWall ® Security Policy Email Tracks

TOPICS CONCERNING THE ORACLE® DATABASE

Gaining Access to ETM® System LogsHow to Extract ETM ® Diagnostic Logs from an Oracle ® Database using the TeleView™ Infrastructure ManagerHow to Extract ETM ® Diagnostic Logs from an Oracle ® Database using the Oracle ® GUI How to Extract ETM ® Diagnostic Logs from an Oracle ® Database using SQL Commands

General ReferenceHelpful SQL Commands for Oracle ® Database

TOPICS CONCERNING THE TELEVIEW™ INFRASTRUCTURE MANAGER

ConnectivityThe TeleView™ Infrastructure Manager Cannot Connect to the ETM ® Management Server

Using the ToolUnable to Open the TeleAudit ® Usage Manager

TOPICS CONCERNING THE TELEAUDIT® USAGE MANAGER

ConnectivityAn Error is Received when Attempting to Generate a Report from the TeleAudit ® Usage Manager The ETM ® Management Server and the TeleAudit ® Report Server Services Do Not Start Automatically when the Computer Reboots

Using the ToolUnable to Open the TeleAudit ® Usage Manager A User is Unable to Edit a TeleAudit ® Report Element or Report Template



of 43

SYNOPSIS Available Methods for Contacting SecureLogix Customer Support

INFORMATION SecureLogix Customer Support is available via telephone or the Internet (web or email) between 8:00 AM and 5:00 PM (Central) Monday through Friday, excluding selected holidays.

Phone 1-877-SLC-4HELP (1-877-752-4435)Web www.support.securelogix.comEmail [email protected]

For more information about available services, please call or visit the website.

REFERENCE Customer Support Handbook (available on Customer Support website)

SYNOPSIS Location of ETM® System Log and System Files Necessary for Customer Support Reference

VERSIONS AFFECTED ETM System v3.0 and later

INFORMATION

ETM System Component

Log/System File Name Location

ETM Management ServerServerFatal.log <install path>\Program Files\SecureLogix\ETM

In version 3.0, this file will be deleted upon successful restart, please copy it before attempting to restart the management server.

In version 4.0, the file is never deleted. The current log will be in ‘server-fatal-<instance name> form and historized logs will be in ‘server-fatal-<instance name>-<time stamp> form.

Corexxxxxxxxxx <install path>\Program Files\SecureLogix\ETM\ps\errors

where xxxxxxxx referes to the date (YYYYMMDD)Systemxxxxxxxxxx <install path> \Program Files\SecureLogix\ETM\ps\

errors

where xxxxxxxx referes to the date (YYYYMMDD)Diagnostic Stored within the Diagnostic table within the Oracle

DatabaseETMManagementService.cfg (Windows)ETMManagementServer.cfg

<install path>\Program Files\SecureLogix\ETM



mailto:[email protected]

http://www.support.securelogix.com/

of 43



(Solaris)twms.properties <install path>\Program Files\SecureLogix\ETM Version.txt <install path>\Program Files\SecureLogix\ETM

Oracle Database

Alert \Oracle\<ora80, ora90 or ora92>\admin\<database_name>\udump or \Oracle\admin\<database_name>\udump

Trace \Oracle\<ora80, ora90 or ora92>\admin\<database_name>\udump or \Oracle\admin\<database_name>\udump

TeleAudit Report ServerReportFatal.log <install path>\Program Files\SecureLogix\ETM TeleAuditReportService.cfg (Windows)TeleAuditReportServer.cfg (Solaris)

<install path>\Program Files\SecureLogix\ETM

Corexxxxxxxxxx <install path>\Program Files\SecureLogix\ETM\ps\errors

where xxxxxxxx referes to the date (YYYYMMDD)Systemxxxxxxxxxx <install path> \Program Files\SecureLogix\ETM\ps\

errors

where xxxxxxxx referes to the date (YYYYMMDD)Diagnostic Stored within the Diagnostic table within the Oracle

Databasetwms.properties <install path>\Program Files\SecureLogix\ETM

TARS_Service.log (windows)RMIDService.log (solaris)

<Install path>/SecureLogix/ETM

TeleView Infrastructure Manager

client.properties <install path>\Program Files\SecureLogix\ETM Version.txt <install path>\Program Files\SecureLogix\ETM Diagnostic Stored within the Diagnostic table within the Oracle

Database

ETM Platform Appliances SMDR Problems

smdr_debug \Program Files\SecureLogix\ETM\ps\smdr_debug

smdr.properties <install path>\Program Files\SecureLogix\ETM



of 43



parse file <install path>\Program Files\SecureLogix\ETM\ps\software_repository\smdr

Call Resolution/Policy Processing Problems

<file name>.LNP

(Local Numbering Plan)

<install path>\Program Files\SecureLogix\ETM\ps\software_repository\ini

<file name>.WNP

(World Numbering Plan)

<install path>\Program Files\SecureLogix\ETM\ps\software_repository\ini

Diagnostic Stored within the Diagnostic table within the Oracle Database

Policy

REFERENCE None.

SYNOPSIS ETM® Communications Appliance, Card or Span Will Not Connect to the ETM® Management Server


INFORMATION Note: Methods are ETM System version specific; please refer to version indicators as applicable.

Recognizing a problem indicator within the TeleView Console tree pane.

v3.0 –

There is a red bell next to the ETM Communications Appliance, Card or Span in question indicating it cannot connect to the Management Server.

v4.0 –

There is a red/orange lightning bolt next to the ETM Communications Appliance, Card or Span in question indicating it cannot connect to the Management Server.

1. Verify the ETM Communications Appliance, Card or Span in question has power.

2. Verify network connectivity between the ETM Communications Appliance, Card or Span in question and the ETM Management Server.

On both the Management Server and the Communications Appliance/Card/Span: Is the network cable plugged in? Is there a link light on?



of 43

Verify whether the computer you are diagnosing the problem on is listed within the Telnet Allow list. a. Locate the disconnected Appliance or Card within the Hardware Configuration subtree in the

TeleView Infrastructure Manager tree pane.b. From the right-click menu, select Edit Card(s).c. Locate the Telnet Clients tab.d. If the IP address of the computer you are currently on is not listed within the Valid Telnet IP

Address list, add it and save the changes to the Card.

Ping the Appliance.From a command line, type

ping <IP address of Card>If ping fails, see step 7.

3. Check for errors pertaining to the connection failure within the Diagnostic Log .v3.0 –

a. Open the Diagnostic Log.

Tools | Diagnostics

b. Use the date range and column filters to isolate relevant information.

v4.0 – a. Left click to highlight a Span in question.b. From the right-click menu, select View Diagnostic Logs. Note the column filter is already

set to display messages relevant to that Span.c. The Diagnostic Log may also be opened directly.

Tools | View Diagnostic Log

Make note of all failed connection attempts by the ETM Communications Appliance/Card/Span in question.

4. Verify the settings for the ETM Communications Appliance in question saved within the ETM Management Server are correct.a. Locate the disconnected Appliance or Card within the Hardware Configuration branch in the

TeleView Infrastructure Manager Tree View.b. From the right-click menu, select to Edit Card(s).c. Review the settings on all tabs.d. If any errors are detected, make necessary edits and save the changes.

5. Verify the settings on the ETM Communications Appliance. This will require direct serial connection or a telnet connection to the disconnected Appliance. (If you experience problems establishing a telnet session with the Appliance/Card, go directly to Step 7 of this topic before attempting the following procedures. If, when connecting to the Appliance/Card serially, you see the Appliance/Card is in Failsafe Mode, go directly to Step 8.)a. Access the command line interface to the ETM Communications Appliance. Login using an

appropriate account user name and password.b. Enter enable mode by using the enable command and supplying the appropriate password.c. Verify that the following parameters match what is displayed within the TeleView Console:

Command = show ipDisplayed information

IP address Gateway IP address Subnet mask

Command = show server



of 43

Displayed information ETM Management Server IP address ETM Management Server port

Command = show desDisplayed information

DES key passphrased. Correct the parameters as necessary.e. Reset the connection to the Management Server by restarting the Appliance/Card. Type

restart now

6. Does the ETM Communications Appliance reconnect?Yes

Problem resolved.

Noa. From the TeleView Infrastructure Manager, right-click the disconnected ETM

Communications Appliance/Card.b. From the right-click menu, select Edit Card(s).c. Click the Remove button from the bottom of this window.d. Click Yes to verify you would like to delete this ETM Communications Appliance/Card

from the TeleView Console tree pane.e. From the telnet or serial connection to the ETM Communications Appliance, enter enable

mode and typerestart now to restart the Appliance/Card

If the Appliance/Card continues to fail to connect with the ETM Management Server, escalate the issue to a SecureLogix Customer Support Representative.

7. Are you unable to connect to the Appliance/Card through telnet?An Appliance or Card may reject a telnet session request for the following reasons:

a. The IP address of the computer you are attempting to connect from is not included in the Telnet Allow list for that Appliance/Card.

b. The Security Posture for the Appliance/Card is set to either Medium or High. To check the Security Posture for the Appliance/Card.

Locate the disconnected Appliance or Card within the Hardware Configuration branch in the TeleView Infrastructure Manager Tree View.

From the right-click menu, select to Edit Card(s). Select the Security tab. Check the setting for the Card Security Level.

c. The Appliance/Card is in an error state that limits connectivity to a serial connection.

8. The ETM Communications Appliance/Card is Failsafe Mode.Escalate issue to a SecureLogix Customer Support Representative.

REFERENCE None.

SYNOPSIS Analysis and Recovery in the Case of an ETM® Communications Appliance, Card or Span Failure

VERSIONS AFFECTED ETM System v3.0



of 43

INFORMATION Assessment and Data Capture from the ETM Management Server

1. On the problem Card, check for connection status at the Management Server (is the card icon green). Record the connection status.

2. On the problem Span icon(s), bring up the Health and Status dialog. Record the alarm status, error counts, last update time, and temperature.

3. For 3.0.x, watch the health and status for a minute or two and notice if it changes. If so, record the change. For 4.0.x, watch both the current and the cumulative status display for changes.

4. Bring up the Diagnostic Log. Adjust the filter to display events from the failed Span/Card or Management Server events related to the failed Span/Card. Adjust the log start time to a time preceding the suspected failure time. Record any/all resulting event data.

5. Bring up the problem Span Configuration dialog. Record the Span configuration settings. In particular, be sure to capture ALL the signaling settings (PRI, T1, and/or E1 Setup).

6. Start a Ping utility and attempt to ping the problem Card. Record if the ping was successful or not.7. Start a Telnet utility and attempt to telnet to the problem Card on port 23 (span 1).

a. Notice if the Card provides a login prompt. Record the fact that a prompt was provided or not.

b. Attempt to login. Record whether the login was successful or not.c. Enter the following command:

show config all

Capture/Record the output.d. Compare the configuration info from “show config all” to the Management Server settings.

Record any differences.e. Enter the following command:

logmask 0xFC all 0 This could generate a lot of output. Capture/Record the output. Alternatively, identify the event IDs of the log events surrounding the failure(s) and use the commandlogmask 0xFC all X Y to capture just those events (where X and Y are the event ID boundaries of the failure(s).)

8. Repeat step 7 for ports 24, 25, and 26 (spans 2, 3, and 4)

Assessment and Data Capture from the Communications Appliance1. Observe the color/state of LEDs on the problem Card in both the front (Controller Board) and

back (Interface Board). Record the LED states.2. Observe the trunk alarm state at the PBX (Record if the trunk is in alarm or not.3. Observe the trunk alarm state at the CSU). Record if the trunk is in alarm or not.4. Connect to the Console port and look for any continuous output. Record any such output.



of 43

5. Check for response from the Console port by hitting the Enter key. Record whether the Console port responded or not.

6. If Steps 7.a. through 7.e. could not be performed because Telnet did not work, then perform those steps using the Console port. Note: Perform steps 7a through 7e on each problem span. Change spans by entering the commandspan X

where X is the desired span number.

Recovery from the Communications Appliance1. Prepare for removing the Controller Card by pressing the switch on the card latches and waiting

for the blue “Hot Swap” LED to light. 2. Eject the Controller Board.3. Inspect the Controller Card, paying special attention to the compact flash memory and the SO-

DIMM memory cards. Ensure that the memories are properly seated. Record whether the memories are properly seated or not.

4. Reinsert the Controller Card. Be sure to observe the Console port output as you insert the Card.5. Observe the Console output as the Card boots. Record the boot progress messages or at least

any errors that occur.6. Watch the Console output and notice if the software hangs, loops on an error message/sequence

or spontaneously enters “failsafe” mode. Record any of these behaviors if they occur.7. If the Controller Card boots normally, verify that it is operating normally and without errors. Also

note if the telco trunk is operating normally and without errors.8. If the Controller Card does not boot normally or errors persist, then reboot into Failsafe mode by

pressing the service and reset switches simultaneously.9. At the Failsafe prompt, perform the command

SRAM integrity checkRecord the results.

REFERENCE SecureLogix Appliance Failure Analysis/Recovery Procedure, 7/9/2002

SYNOPSIS How to Capture ETM® Platform Logs by Using Telnet


INFORMATION 1. Start a Telnet utility and attempt to Telnet to the problem Card. Connect to port 23 for span 1,

port 24 for span 2, port 25 for span 3, and port 26 for span 4.2. Login using your normal ETM® System login.3. Enter Enable Mode using the enable command and the correct password.4. Start logging the Telnet session to a text file.5. Type the following at the command prompt

show config allfollowed by logmask all all 0

Note: This could generate a lot of output.6. When the necessary information has been gathered, save the text file for the Telnet session.



of 43

REFERENCE None.

SYNOPSIS How to Capture ETM® Platform Comet Debug Data by Using Telnet


INFORMATION 1. Start a Telnet utility and attempt to Telnet to the problem Card. Connect to port 23 for span 1,

port 24 for span 2, port 25 for span 3, and port 26 for span 4.2. Login using your normal ETM® System login.3. Enter Enable Mode using the enable command and the correct password.4. Start logging the Telnet session to a text file.5. Type the following at the command prompt

maint more /proc/slc/comet/debug6. Continue to use the Enter key until the ETM command prompt is returned.7. Save the text file for the Telnet session.

REFERENCE None

SYNOPSIS Capturing PRI Layer 2 Messages Through ETM® Appliance Logging


INFORMATION 1. Start a Telnet utility and Telnet to the Card connected to the PRI in question. Connect to port 23

for span 1, port 24 for span 2, port 25 for span 3, and port 26 for span 4.2. Login using your normal ETM® System login.3. Enter Enable Mode using the enable command and the correct password.4. Start logging the Telnet session to a text file.5. At the command prompt, type the following commands

write mask all

logmask all all

ISDN L2 log on

Note: This could generate a lot of output.6. When the necessary information has been gathered, save the text file for the Telnet session.7. To stop the log, type

ISDN L2 log off

no log



of 43

REFERENCE None

SYNOPSIS How to ping from an ETM® Platform Appliance


INFORMATION 1. Use a serial connection to the Appliance or Card.2. Enter Enable Mode using the enable command and the correct password.3. To enter failsafe mode, type the following command

restart failsafeWhen the menu appears, select the option to Enter Linux Shell

4. ping -c 5 ip_address

Notes: You currently have to supply -c and a count of packets. Control-C does not work within this Linux shell.

REFERENCE None

SYNOPSIS Replacing a Controller Card within an ETM® 2100 or 3200 Series Platform Chassis


INFORMATION Warning: Card Insertion Order Important—Never remove a Transition Module from a powered chassis without first removing the corresponding Controller Card! Reinsert the Transition Module before reinserting the Controller Card.

A Controller Card must be present in the system slot (the bottom slot) of the ETM 3200 Appliance for proper operation. The Controller Card in this slot serves as the system controller for the unit. The system Controller Card controls communication on the compact PCI (cPCI) backplane, and parks the PCI bus when the bus is idle.

Cards need not be continuously installed from the bottom up, but a card set MUST be present in the lowest slot. Hot-swapping the system Controller Card disables communication on the cPCI backplane during the time it is removed, but otherwise does not impair operation. Promptly replace the card.

1. In the TeleView Console tree pane, locate the Card that is to be replaced.2. Change the name and the IP address for this Card.3. Change the name of each Span attached to this Card.4. Replace the card, following correct hot-swap procedures.



of 43

5. Through a serial connection to the new Card, complete the “out of box” setup procedures.6. Once the new Card has connected to the Management Server, open the Edit Card(s) window and

provide the Span License Key provided by SLC Customer Support.7. Configure the newly connected Spans by using the Import function found at the bottom of the Edit

Span(s) window to import the configuration from the Span icons you renamed in step 3.8. Move the Card to the correct Appliance and the Span(s) to the correct PBX/Switch and Span

Groups.9. Verify correct operation by comparing all settings to the old Card or Span icons.10. Bring all Spans back inline. Using an ASCII Management Window, type

T1 inline11. Repeat for each Span. 12. Confirm each Span is operational by viewing call activity within the Channel Monitor.13. Once proper operation is confirmed, remove the old Card icon from the tree.

REFERENCE ETM® System Installation Guide

SYNOPSIS Removing and Replacing a Power Supply within an ETM® 3200 Series Platform Chassis

VERSIONS AFFECTED ETM System v3.0 later, ETM Platform, Series 3200 Chassis Only

INFORMATION In the ETM® 3200 Appliance, if one of the power supplies fails, the second power supply can temporarily handle the load while you replace the failed unit. You can also quickly power off a DC Appliance by pulling both power supplies. You can remove and replace the power supplies without powering off the chassis.

To remove and replace a power supply1. Remove the screws securing the failed power supply to the chassis.2. Flip up the black latch and pull the power supply out from the chassis.3. Insert the new power supply into the chassis, aligning the power supply connector with the chassis

power supply connector.4. Flip the latch down and insert the screws to secure the power supply to the chassis.5. Verify that the Power LED on the front of the power supply is illuminated.

REFERENCE ETM System Installation Guide

SYNOPSIS Removing and Replacing the Fan Unit within an ETM® 3200 Series Platform Chassis

VERSIONS AFFECTED ETM System v3.0 forward, ETM Platform, Series 3200 Chassis Only



of 43

INFORMATION Elevated cabinet temperature can be an indication that a cooling fan has failed. In the ETM ® 3200 Appliance, the fan unit can be removed and replaced without turning power off to the chassis.

Caution If a fan fails, it is important that you replace it as soon as possible, because the power supplies can cause the chassis temperature to rise quickly. A chassis temperature greater than 70 degrees Celsius could damage components.

To remove/replace the fan unit1. Loosen the thumbscrew that secures the fan unit to the chassis and remove the failed fan unit

from the chassis.2. Install the new fan unit into the chassis, aligning the connector on the unit with the connector in

the chassis, and tighten the thumbscrew, securing the fan unit to the chassis.

Note: To view cabinet temperature at any time, right-click a Card in the TeleView tree pane and click Health & Status.

REFERENCE ETM System Installation Guide

SYNOPSIS Converting an ETM® 1000 Series Communications Appliance from ISDN-PRI to T1-CAS


INFORMATION 1. Locate the file named T1Sensor (contact SLC Customer Support for this file)2. Copy this file to the following directory:

C:\Program Files\SecureLogix\ETM\ps\software_repository\misc

If the Management Server is running on a Sun Solaris system, the path for a default installation is

/opt/SecureLogix/ETM/ps/software_repository/misc

3. Locate the appropriate 1000 Series PRI Appliance Card icon within the tree in the TeleView Console.

4. Right-click the Card and select Manage Software. Click the second Modify button, located below the field labeled File. Select the T1Sensor file and click OK. Click OK again to download this file to the Appliance.

5. Using a serial connection to the Appliance, enter Enable mode.6. Type the following commands and record the results before proceeding. (This information will be

needed when performing the “out of box” procedure at the end of this task):show IPshow servershow DES show time (record the time zone only)

7. At the command prompt, type restart failsafe



of 43

8. When the menu appears, select Enter Linux Shell. It should start you in the path /opt/slc. If you type ls or dir, it will show the directory structure, including the T1Sensor file downloaded in step 4.

9. Move the T1Sensor file to the bin directory. At the command prompt, type mv T1Sensor bin

10. Change path to the bin directory.cd bin

View the contents of the bin directory.ls –al

11. You should see the filenames PRISensor, T1Sensor, and span1->PRISensor shown in the list.

12. Change the permissions for the T1Sensor file. At the command line, type chmod 775 T1Sensor

Verify the change by typingls -al

The permissions should be the same now as the current file.13. Delete the files PRISensor and the span1 link by typing

rm PRISensor

rm span1

14. Recreate the span1 link by typing ln -s T1Sensor span1

Verify the new link was created properly by typingls –al

The link should look like span1->T1Sensor. IMPORTANT: span1 is called a link and if it doesn't have the "->T1Sensor" then do not restart the Appliance under any circumstance.

15. At the command line, type

cd ..

cd misc

16. Find the file named PRIdsp.bin by typingls –al

Rename this file to T1dsp.bin by typing mv PRIdsp.bin T1dsp.bin

17. Clear the configuration settings at the Appliance and at the Management Server to get rid of all the now unnecessary PRI settings.

a. The Card/Span needs to be deleted at the Management Server. The recommended way to accomplish this is to remove the Appliance's IP address from the Manage IP Allow List. Next perform step b. At that point, the Appliance will restart and disconnect from the Management Server. Since the IP of that Appliance is no longer valid to the Management Server, you will be able to remove the Card and Span. IMPORTANT: If you do not prevent the newly reconfigured Appliance from connecting to the Management Server, the Management Server will assume a configuration failure occurred on the Appliance and will automatically try to correct the error by pushing the old PRI software and settings down to it.

b. Erase the PRI configuration setting from the Appliance. At the command line prompt for the Appliance, type exit to go back to the failsafe menu. Select 1 to enter Failsafe mode. Once at the failsafe command prompt, type maint config erase all. This will clear the config and reboot the Appliance. You will then be prompted to complete the “out of box” configuration. Upon completing the “out of box,” the Appliance will automatically restart. The 1000 Series Appliance should now support T1.

18. Add the Appliance’s IP to the Manage IP Allow List. The Appliance should automatically connect to the Management Server within approximately 60 seconds (may be more depending upon the heartbeat duration). If the Appliance does not connect within this timeframe, type “com



of 43

reset” at the Appliance. This will reset the network connection between the Management Server and Appliance. If the Appliance still does not connect, refer to the section of the troubleshooting guide concerning Management Server and Appliance connection failures.

REFERENCE None.

SYNOPSIS Converting an ETM® 1000 Series Communications Appliance from T1-CAS to ISDN-PRI


INFORMATION 1. Locate the file named PRISensor (contact SLC Customer Support for this file)2. Copy this file to the following directory:

C:\Program Files\SecureLogix\ETM\ps\software_repository\miscIf the Management Server is running on a Sun Solaris system, the path for a default installation is

/opt/SecureLogix/ETM/ps/software_repository/misc

3. Locate the appropriate 1000 Series T1 Appliance Card icon in the TeleView Console tree pane.4. Right-click the Card and select Manage Software. Click the second Modify button, located

below the field labeled File. Select the PRISensor file and click OK. Click OK again to download this file to the Appliance.

5. Using a serial connection to the Appliance, enter Enable mode.6. Type the following commands and record the results before proceeding (this information will be

needed when performing the “out of box” procedure at the end of this task):show IPshow servershow DES show time (record the time zone only)

7. At the command prompt, type restart failsafe

8. When the menu appears, select Enter Linux Shell. It should start you in the path /opt/slc. If you type ls or dir, it will show the directory structure, including the T1Sensor file downloaded in step 4.

9. Move the PRISensor file to the bin directory. At the command prompt, type mv PRISensor bin

10. Change path to the bin directory.cd bin

View the contents of the bin directory.ls –al

11. You should see the filenames PRISensor, T1Sensor, and span1->T1Sensor shown in the list.

12. Change the permissions for the PRISensor file. At the command line, type chmod 775 PRISensor

Verify the change by typingls -al

The permissions should be the same now as the current file.13. Delete the files T1Sensor and the span1 link by typing



of 43

rm T1Sensor

rm span1

14. Recreate the span1 link by typing ln -s PRISensor span1

Verify the new link was created properly by typingls –al

The link should look like span1->PRISensor. IMPORTANT: span1 is called a link and if it doesn't have the "->PRISensor" then do not restart the Appliance under any circumstance.

15. At the command line, type

cd ..

cd misc

16. Find the file named T1dsp.bin by typingls –al

Rename this file to PRIdsp.bin by typing mv T1dsp.bin PRIdsp.bin

17. Clear the configuration settings at the Appliance and at the Management Server to get rid of all the now unnecessary T1 settings.

a. The Card/Span needs to be deleted at the Management Server. The recommended way to accomplish this is to remove the Appliance's IP address from the Manage IP Allow List. Next perform step b. At that point, the Appliance will restart and disconnect from the Management Server. Since the IP of that Appliance is no longer valid to the Management Server, you will be able to remove the Card and Span. IMPORTANT: If you do not prevent the newly reconfigured Appliance from connecting to the Management Server, the Management Server will assume a configuration failure occurred on the Appliance and will automatically try to correct the error by pushing the old T1 software and settings down to it.

b. Erase the T1 configuration setting from the Appliance. At the command line prompt for the Appliance, type exit to go back to the failsafe menu. Select 1 to enter Failsafe mode. Once at the failsafe command prompt, type maint config erase all. This will clear the config and reboot the Appliance. You will then be prompted to complete the “out of box” configuration. Upon completing the “out of box,” the Appliance will automatically restart. The 1000 Series Appliance should now support PRI.

18. Add the Appliance’s IP to the Manage IP Allow List. The Appliance should automatically connect to the Management Server within approximately 60 seconds (may be more depending upon the heartbeat duration). If the Appliance does not connect within this timeframe, type “com reset” at the Appliance. This will reset the network connection between the Management Server and Appliance. If the Appliance still does not connect, refer to the section of the troubleshooting guide concerning Management Server and Appliance connection failures.

REFERENCE None.

SYNOPSIS Repeated Failed Telnet Login Attempts to an ETM® Platform Appliance Shut Down Its Telnet Server




of 43

INFORMATION When an attempt to log in to a Span via Telnet fails, the current time is recorded, a timer is started, and a notification is sent to the Diagnostic Log. If six logins fail within 10 minutes, the Span shuts down its Telnet server for 60 minutes of real time, regardless of any changes to the Card clock. When this happens, a notification that the Telnet server has been shut down is sent to the Diagnostic Log.

To see when the Telnet server will be reactivated1. In the TeleView Tree pane, right-click the appropriate Span and click ASCII Management. The

ASCII Management Interface appears.2. In the Enter Command for Span box, type

show telnet

3. The Telnet server restart time is displayed in the following format:

Telnet Server Resume Time: Fri Jul 28: 11:55 2001

To restart the Telnet Server before the time has expired1. In the TeleView Tree pane, right-click the Span and click ASCII Management. The ASCII

Management Interface appears.2. In the Enter Command for Span box, type

restart

REFERENCE ETM System Technical Reference

SYNOPSIS PBX SMDR/CDR Port Settings Supported by the ETM® Platform


INFORMATION ETM Platform Appliances (ETM Communications Appliances) support the following PBX SMDR port settings:

SMDR Baud Rate—300, 1200, 2400, 4800, 9600, 19.2k, 38.4k, and 57.6k, and 115.2k

Data Bits—7 or 8

Parity—Even, Odd, Mark, or None

Stop Bits—1 or 2

REFERENCE Knowledge Base Article #APP247B, Supported PBX SMDR Port Settings



of 43

SYNOPSIS LED Reference – ETM® Platform, Series 2100 and 3200 Appliances

VERSIONS AFFECTED ETM System v3.0 forward

INFORMATION On the ETM ® 2000- and 3000-Series Appliances, the status LEDs are located on the panels of the Controller Card (in the front of the Appliance) and the Transition Module (in the back of the Appliance). These LEDs indicate whether the Appliance is operating normally and draw attention to conditions related to the Dialing Plan, Security Policy, Management Server interface, T1 or PRI status, Fail Safe Mode, and Card temperature. When LEDs indicate error conditions, further investigation of these conditions is made by viewing the entries in the Diagnostic Log and the Alert Tool, viewing the Health & Status display for the Card and/or Span, and by using ETM Commands via the ASCII Management Interface, direct serial connection, or Telnet.

LED Location Status and MeaningError Controller Card

(front)Error LED is off during normal operation with no errors detectedand the Status LED blinking green.

•Red LED indicates:– Card temperature above 70 degrees C– Card in fail safe mode– T1 or PRI Alarms (with Alarm LEDs red or yellow)

•Yellow blinking LED can indicate an error in one or more of the following:– Dialing Plan:

file access errorallocation errorbad range or entry in filerange start greater than range endunknown file namealgorithm ID out of range, no match string, or no substitution string (DID)

– Security Policy:failed to allocate Security Policy memoryinvalid file (syntax error)/bad file nameunable to install default Rulesunable to install default Policy

– Management Server interface:initially set to indicate Card/Management Server socket is not establishedloss of Management Server socket connection

– Cabinet temperature above 60 degrees CStatus Controller Card

(front)Green and blinking, with Error LED off:

– Dialing Plan read/parsed successfully– Security Policy read/parsed successfully– ETM Management Server socket connection established– No Telco Alarms– Cabinet temperature below 60 degrees C

I/F Controller Card (front)

Green indicates that the Transition Module is operational

•Red indicates that the Transition Module has an error.PMC Controller Card

(front)Off if the DSP Mezzanine Card is not present.

•Green indicates that the DSP Mezzanine Card is operational.



of 43

•Red indicates that the DSP Mezzanine Card has an error.Alarm Transition

Module (rear)Off during normal operation

•Red indicates that the PBX/CO has a red alarm.•Yellow indicates that the PBX/CO has a yellow alarm.

Online Transition Module (rear)

•Green indicates equipment is inline and able to monitor calls•Off indicates that the equipment is offline.

REFERENCE ETM System Technical Reference

SYNOPSIS LED Reference – ETM® Platform, Series 1000 Appliances


INFORMATION The following LEDs appear on 1000-Series ETM ® Communications Appliances:

All 1000-series Appliances have a green Power LED on the front. The ETM 1010 Analog Appliance has 3 status LEDs on the back: Fault, Warning, and Normal. The ETM 1020, 1030, and 1040 Digital Appliances have six status LEDs. In addition to the Fault,

Warning, and Normal LEDs are 3-telecom status LEDs: CO Alarms, PBX Alarms, and Online. These LEDs indicate whether the Appliance is operating normally and draw attention to conditions related to the Dialing Plan, Security Policy, Management Server interface, T1 or PRI status, Fail Safe Mode, and Card temperature. When LEDs indicate error conditions, further investigation of these conditions is made by viewing the entries in the Diagnostic Log and the Alert Tool, viewing the Health & Status display for the Card and/or Span and by using ETM Commands via the ASCII Management Interface, direct serial connection, or Telnet.

LED Location Status and MeaningPower Green Power is onFault Red •Card temperature above 70 degrees C

•Card in Fail-Safe mode•T1 or PRI Alarms (with CO/PBX Alarm LEDs red or yellow)

Warning Yellow •Dialing Plan:- file access errorallocation errorbad range or entry in filerange start greater than range endunknown file namealgorithm ID out of range, no match string, or no substitution string (DID)

•Security Policy:- failed to allocate Security Policy memoryinvalid file (syntax error)/bad file nameunable to install default Rules- unable to install default Policy

•Management Server interface:- initially set to indicate connection to ETM ® Server not established



of 43

LED Location Status and Meaning- loss of Management Server socket connection

•Card temperature above 60 degrees CNormal Green, blinking •Dialing Plan read/parsed successfully

•Security Policy read/parsed successfully•Connection to ETM ® Server is established•No telecom alarms•Card temperature below 60 degrees C

CO Alarms

Yellow or Red (not on ETM 1010) With red Fault LED, indicates CO alarm (BlueTelco alarm also lights the red CO alarm LED)

PBX Alarms

Yellow or Red (not on ETM 1010) With red Fault LED, indicates PBX alarm (BlueTelco alarm also lights the red PBX alarm LED)

Online Green (not on ETM 1010) Indicates equipment is inline and able to monitorcalls

REFERENCE ETM® System Technical Reference

SYNOPSIS The ETM® Management Server is Not Running


INFORMATION 1. To verify whether or not the ETM Management Server is running, perform the following

on the computer where the ETM Management Server is installed.

For Windows 2000

a. Open the Microsoft Services Viewer.

Start | Programs | Administrative Tools | Services

b. View the status for the service named “ETM Management Service”.c. If the service has a status of “started”, the ETM Management Server is technically running. If

problems continue, try to stop and restart the Management Server.

To stop and restart the Management Server from the Microsoft Services Viewer Open the Microsoft Services Viewer.


Locate and select the service named “ETM Management Service”. Within the toolbar of the Services Viewer, click the Restart Service button (represented

by a square and a right-facing triangle ( ) pictured on it). This button will restart the service. You may also restart the service by selecting Stop followed by Start from the right-click menu.



of 43

To stop and restart the Management Server from the computer where the ETM Management Server is installed While logged into the server instance you would like to restart, shut down the

Management Server from the menu option

Server | Admin | Shutdown Server

Shutting down the Management Server will cause the TeleView Console to automatically log out.

Restart the Management Server by using the ETM Management Server icon located either on the desktop or within the Start menu

Start | Programs | SecureLogix | ETM System Software | ETM Management Server

d. If the service is not running, continue to the next step.

For Windows NT 4.0 Workstation or Servera. Open the Microsoft Services Viewer.

Start | Settings | Control Panel | Services

b. View the status for the service named “ETM Management Service”.c. If the service has a status of “started”, the ETM Management Server is technically running. If

problems continue, try to stop and restart the Management Server.

To stop and restart the Management Server from the Microsoft Services Viewer Open the Microsoft Services Viewer.


Locate and highlight the service named “ETM Management Service”. Restart the service by selecting Stop followed by Start from the right-click menu.

To stop and restart the Management Server from the computer where the ETM Management Server is installed While logged into the Server instance you would like to restart, shut down the




Restart the Management Server by using the ETM Management Server icon located either on the desktop or within the Start menu



For Sun Solarisa. Verify the ETM Management Server process is running. From a command window, type

ps –ef | grep ETM

b. If there is a service name matching “ETMMangagementServer,” the ETM Management Server is technically running. If problems continue, try to stop and restart the Management Server.



of 43

To stop and restart the Management Server from the computer where the ETM Management Server is installed While logged into the server instance you would like to restart, shut down the




Restart the Management Servercd /opt/SecureLogix/ETM

./ETMManagementServer

To stop and restart the Management Server on a Sun Solaris system Kill the current ETM Management Server process

kill –9 ETMManagementServer

Restart the Management Server

cd /opt/SecureLogix/ETM


c. If the service is not running, continue to the next step. 2. Check for the presence of error logs.

On Windows NT/2000a. Within the main directory of the ETM Application, check to see if a ServerFatal.log file

exists.

<installation path>\SecureLogix\ETM

where <installation path> refers to the installation path for the ETM Management Server software (ex. The default path is C:\Program Files\SecureLogix\ETM).

b. If the file exists, use a text editor program (ex. Notepad or WordPad) to open it. Note all recorded error conditions. All errors must be resolved before the Management Server will successfully start.

c. Locate the System and User error logs for the ETM Management Server. They can be located under

<installation path>\SecureLogix\ETM\ps\error

where <installation path> refers to the installation path for the ETM Management Server software (ex. The default path is C:\Program Files\SecureLogix\ETM\ps\error).

d. Using a text editor program (ex. Notepad or WordPad), open the file with the name starting with “system” and having a date stamp matching the current date.

e. Using a text editor program (ex. Notepad or WordPad), open the file with the name starting with “user” and having a date stamp matching the current date.

f. Resolve issues reported in error files before attempting to restart the ETM Management Server.



of 43

On Sun Solaris

a. Within the main directory of the ETM Application, check to see if a ServerFatal.log file exists.

/opt/SecureLogix/ETM

b. If the file exists, use a text viewer or editor program (ex. more, vi) to open it. Take note of all recorded error conditions. All errors must be resolved before the Management Server will successfully start.

c. Locate the System and User error logs for the ETM Management Server. They can be located under

<installation path>/SecureLogix/ETM/ps/error

where <installation path> refers to the installation path for the ETM Management Server software (ex. The default path is /opt/SecureLogix/ETM/ps/error).

d. Using a text viewer or editor program, open the file with the name starting with “system” and having a date stamp matching the current date.

e. Using a text viewer or editor program, open the file with the name starting with “user” and having a date stamp matching the current date.

f. Resolve issues reported in error files before attempting to restart the ETM Management Server.

3. Is this a new installation of the ETM Management Server?

Yes

Verify there is a TWlicense.txt file and a classes12.zip file in the ETM directory

Windows NT/2000

a. Locate the program files for the ETM Management Server. They can be located under <installation path>\SecureLogix\ETM\ps\error

where <installation path> refers to the installation path for the ETM Management Server software (ex. The default path is C:\Program Files\SecureLogix\ETM\ps\error).

b. Verify the TWlicense.txt file exists in this directory.

Sun Solaris

a. Locate the program files for the ETM Management Server. They can be located under

<installation path>/SecureLogix/ETM

where <installation path> refers to the installation path for the ETM Management Server software (ex. The default path is /opt/SecureLogix/ETM).


If a license file does not exist, contact SecureLogix Customer Support. If a license file already exists, continue on to the next step.

NoContinue to the next step.



of 43

4. Verify connection to the database. Is the Oracle Database installed on the same computer as the ETM Management Server?

NoPing the IP address of the Oracle database system to verify network connectivity. Is the network cable plugged in? Is there a link light? Can the user ping any other network Appliance from that computer?

YesContinue to the next step.

5. Verify the Oracle database instance listener is running. Perform the following on the computer where the Oracle database is installed.

For Windows 2000a. Open the Microsoft Services Viewer.


b. View the status for the services named “OracleTNSListener” and “OracleSIDNAME”, where SIDNAME is the name of the ETM Management Server instance. If the services are not running, restart the Oracle database. Open the Microsoft Services Viewer


If the “OracleTNSListener” service is not running, you can start it by right clicking on the Service Name and select Start.

If the “OracleSIDNAME” service is not running, you can start it by right clicking on the Service name and select Start (”OracleSIDNAME”, where SIDNAME is the name of the ETM Management Server instance).

For Windows NTa. Open the Microsoft Services Viewer.


b. View the status for the service named “OracleTNSListener” and “OracleSIDNAME”, where SIDNAME is the name of the ETM Management Server instance.

c. If the services are not running, restart the Oracle database. Open the Microsoft Services Viewer


If the “OracleTNSListener” service is not running, you can start it by right clicking on the Service Name and select Start.

If the “OracleSIDNAME” service is not running, you can start it by right clicking on the Service name and select Start (”OracleSIDNAME”, where SIDNAME is the name of the ETM Management Server instance).

For Sun Solarisa. Verify the ETM Management Server process is running. From a command window, type

ps –ef | grep Oracleb. If there are process names matching “OracleTNSListener” and “OracleSIDNAME”, where

SIDNAME is the name of the ETM Management Server instance, the appropriate Oracle listening processes are running.

c. If the services are not running, restart the Oracle database To start the Database (Oracle 8i)

i. set oracle_sid=<oracle_sid>ii. svrmgrl



of 43

iii. connect internaliv. startup

To start the Database (Oracle 9i)i. set oracle_sid=<oracle_sid>ii. sqlplus /nologiii. connect / as sysdbaiv. startup

To start the Listener (Oracle 8i and 9i)lsnrctl start <listener name>

If there are any errors when starting the Oracle database listener, report the situation to SecureLogix Customer Support.

6. Did this problem arise after an ETM Management Server software upgrade was performed or after the installer was rerun using the “repair” or “modify” option?

NoVerify whether a lock file is present.

Windows NT/2000a. Locate the program files for the ETM Management Server. They can be located under



b. If a #TWMSLOCK# file is present within this directory, delete it and then attempt to restart the Management Server.

Sun Solarisa. Locate the program files for the ETM Management Server. They can be located under


where <installation path> refers to the installation path for the ETM Management Server software (ex. The default path is. /opt/SecureLogix/ETM).

b. If a #TWMSLOCK# file is present within this directory, delete it and then attempt to restart the Management Server.

If the answer to Step 7 is “yes” or a lock file was not present, continue to the next step.

7. Version upgrades and performing repairs or modifications with the installer may cause the twms.properties file to be overwritten. Solution – restore the relevant settings from the previous twms.properties file.

Windows NT/2000

a. Locate the current twms.properties file. It can be located under



b. Open it in a text editor.c. Locate the backup directory for the ETM Management Server. They can be located

under

<installation path>\SecureLogix\ETM\ps\backup



of 43

where <installation path> refers to the installation path for the ETM Management Server software (ex. The default path is C:\Program Files\SecureLogix\ETM\ps\backup).

d. Under the backup date should be one or more folders with a datestamp for a name. One should correspond with the date the latest upgrade or repair was performed.

e. From this directory, locate the twms.properties file.f. Copy the relevant connection information from this version to the current version of the

twms.properties file in the main ETM directory (ex. C:\Program Files\SecureLogix\ETM).

Sun Solarisa. Locate the current twms.properties file. It can be located under


where <installation path> refers to the installation path for the ETM Management Server software (ex. The default path is. /opt/SecureLogix/ETM).

b. Open it in a text editor. c. Locate the backup directory for the ETM Management Server. They can be located

under

<installation path>/SecureLogix/ETM/ps/backup

where <installation path> refers to the installation path for the ETM Management Server software (ex. The default path is . /opt/SecureLogix/ETM/ps/backup).


e. From this directory, locate the twms.properties file.f. Copy the relevant connection settings from the previous version of the twms.properties

file to the current version in main ETM directory (ex. ./opt/SecureLogix/ETM).

8. Start the ETM Management Server.

For Windows NT/2000Start the ETM Management Server by either double-clicking on the provided desktop icon labeled “ETM Management Server”, or by selecting the program from the Start Menu


For Sun SolarisFrom the directory where the ETM System was installed, /opt/SecureLogix/ETM by default, type


9. Repeat Step 1 from this topic to verify the ETM Management Server was started successfully.

If the error state continues, escalate issue to a SecureLogix Customer Support. Have the exact error messages available for the Customer Support Technician.

REFERENCE None.

SYNOPSIS The TeleView™ Infrastructure Manager Cannot Connect to the ETM® Management Server

VERSIONS AFFECTED ETM System v3.0 and laterETM, TeleWall, TeleAudit, TeleView, TeleVPN, TeleIDS, TeleWatch Secure, TWSA, SecureLogix, SecureLogix Corporation, and the ETM, TeleWall, TeleAudit, TeleView, and TeleVPN Emblems and the SecureLogix Diamond Emblem are trademarks or registered trademarks of SecureLogix Corporation in the U.S.A. and other countries. All other trademarks mentioned herein are believed to be trademarks of their respective owners.


of 43

INFORMATION 1. Verify the user is using the correct user name and password.2. Verify the correct ETM Management Server is listed, and the correct port number, IP Address, and

DES Passphrase are being used.3. Verify the user is not already logged in to this ETM Management Server from a different computer.

Using an administrative ETM user account,

Server | Admin | Server Administration | Client Hosts

4. Verify the IP address of the system the TeleView Infrastructure Manager is attempting to connect from has been included in the list of approved client connections from within the ETM Management Server.Using an administrative ETM user account,

Server | Admin | Server Administration | Users

5. Is the user trying to connect to a remote ETM Management Server?

YesPing the IP address of the ETM Management Server to verify network connectivity.a. Is the network cable plugged in?b. Is there a link light?c. Can the user ping any other network Appliance from that computer?

Resolve any network issues before continuing.

NoThe TeleView Infrastructure Manager is attempting to log into an ETM Management Server running on the same computer.

6. Close and reopen the TeleView Infrastructure Manager application. Reattempt to login.7. Was the login successful?

YesIssue resolved.

No

8. Verify the ETM Management Server is running. Perform the following on the computer where the ETM Management Server is installed.



b. View the status for the service named “ETM Management Service”.c. If the service is not running, go to the reference topic “The ETM® Management Server is not

running”.



b. View the status for the service named “ETM Management Service”.c. If the service is not running, go to the reference topic “The ETM® Management Server is not

running”.

For Sun Solaris



of 43

a. Verify the ETM Server process is running. From a command window, type

ps –ef | grep ETM

b. If there is a service name matching “ETMManagementServer”, the ETM Server process is running.

c. If the service is not running, go to the reference topic “The ETM® Management Server is not running”.

9. If the Management Server is running and the TeleView Infrastructure Manager continues to have problems connecting, please contact SecureLogix Customer Support.

REFERENCE None

SYNOPSIS The ETM® Management Server and the TeleAudit® Report Server Services Do Not Start Automatically when the Computer Reboots


INFORMATION User must modify the startup properties of the ETM Management Server and the TeleAudit Report Server.

For Windows 20001. Open the Microsoft Services Viewer.


2. View the status for the service named “ETM Management Service”.3. Through the right mouse click menu, select Properties.4. Under Startup type, select Automatic.5. Click OK to save.6. View the status for the service named “TeleAudit Report Service”.7. Through the right mouse click menu, select Properties.8. Under Startup type, select Automatic.9. Click OK to save.

For Windows NT 4.0 Workstation or Server1. Open the Microsoft Services Viewer.


2. View the status for the service named “ETM Management Service”.3. Through the right mouse click menu, select Properties.4. Under Startup type, select Automatic.5. Click OK to save.6. View the status for the service named “TeleAudit Service”.7. Through the right mouse click menu, select Properties.8. Under Startup type, select Automatic.9. Click OK to save.

REFERENCE ETM® System Installation GuideETM, TeleWall, TeleAudit, TeleView, TeleVPN, TeleIDS, TeleWatch Secure, TWSA, SecureLogix, SecureLogix Corporation, and the ETM, TeleWall, TeleAudit, TeleView, and TeleVPN Emblems and the SecureLogix Diamond Emblem are trademarks or registered trademarks of SecureLogix Corporation in the U.S.A. and other countries. All other trademarks mentioned herein are believed to be trademarks of their respective owners.


of 43

SYNOPSIS The Windows® Installer Service Failed To Start

VERSIONS AFFECTED Any product installed using the Microsoft Windows Installer Service on Windows NT 4.0 can be affected.

INFORMATION When installing an application using the Microsoft Windows Installer Service on a computer running Windows NT 4.0, installation sometimes stops unexpectedly and one of the following error messages appears:

The Windows Installer Service failed to start. Contact your support personnel.

Error 1631: The Windows Installer service failed to start. Contact your support personnel. Internal Error 2755: Please contact product support for assistance.

This error can occur whenever the Microsoft Windows Installer Service is used to install, uninstall, modify, or repair a product on Windows NT 4.0 and is caused by an empty System environment variable. Details of this issue are provided in Microsoft Knowledge Base article #Q251274.

To resolve the issue Click Start | Settings | Control Panel | System. The System Properties dialog box appears. Click the Environment tab. In the System Variables box, locate the empty environment variable (that is, the Value box for

the environment variable is blank). Do one of the following:

1. In the Value box, type the applicable value for the environment variable.2. Type a temporary value for the variable, then delete the value after installation, uninstallation,

modification, or repair of the software has successfully completed.3. If the environment variable is not needed, delete it by clicking the variable, then clicking

Delete. Reboot the computer, then restart the installation, uninstallation, modification, or repair of the

software.

REFERENCE Knowledge Base Article #ETM244B, Windows Installer Service Failed To Start

SYNOPSIS Scheduling Tasks Within Windows


INFORMATION If you are running Windows 2000, a GUI is provided for scheduling jobs. The GUI is accessible from:Start | Settings | Control Panel | Scheduled Tasks



of 43

THE AT COMMAND

Command line scheduling setup for Windows NT 4.0 and 2000

Usage:

C:\>at /?The AT command schedules commands and programs to run on a computer at a specified time and date. The Schedule Service must be running to use the AT command.

AT [\\computername] [ [id] [/DELETE] | /DELETE [/YES]]AT [\\computername] time [/INTERACTIVE] [ /EVERY:date[,...] | /NEXT:date[,...]] "command"

\\computername Specifies a remote computer. Commands are scheduled on the local computer if this parameter is omitted.

id An identification number assigned to a scheduled command.

/delete Cancels a scheduled command. If id is omitted, all the scheduled commands on the computer are canceled.

/yes Used with cancel all jobs command when no further confirmation is desired.

time Specifies the time when command is to run.

/interactive Allows the job to interact with the desktop of the user who is logged on at the time the job runs.

/every:date[,...] Runs the command on each specified day(s) of the week or month. If date is omitted, the current day of the month is assumed.

/next:date[,...] Runs the specified command on the next occurrence of the day (for example, next Thursday). If date is omitted, the current day of the month is assumed.

"command" The Windows NT command or batch program to be run.

Typing “at” at the command line will display the current scheduled tasks for the local computer:

C:\> atStatus ID Day Time Command Line-------------------------------------------------------------------------- 1 Tomorrow 7:00 AM D:\test.bat

Typing “at” at the command line with a computer name will display the current scheduled tasks on that computer:

C:\>at \\10.1.2.94There are no entries in the list.

Valid days of week symbols: M T W Th F S Su. Case is ignored.



of 43

When a job is scheduled, it is given an ID number:

C:\> at 7:00 “D:\test.bat”Added a new job with job ID = 1

The ID number can be used latest to delete the scheduled task:

C:\> at 1 /delete

(no output will be generated unless the ID is unrecognized)

Typing “at /delete” will delete all scheduled tasks with confirmation prompt.

C:\>at /deleteThis operation will delete all scheduled jobs.Do you want to continue this operation? (Y/N) [N]: Y

Type “at /delete /yes” will delete all scheduled tasks without confirmation prompts.

C:\>at /delete /yes

(no output is generated)

To schedule a task to run every Saturday and Sunday at 6:00 AM, use a command similar to:

C:\> at 6:00 /every:s,su “D:\test.bat”\Added a new job with job ID = 1

C:\>atStatus ID Day Time Command Line-------------------------------------------------------------------------- 1 Each S Su 6:00 AM D:\test

You can use either 24-hour time or the AM and PM symbols to denote time of day:

C:\> at 22:00 “D:\test.bat”\Added a new job with job ID = 1

C:\>atStatus ID Day Time Command Line-------------------------------------------------------------------------- 1 Today 10:00 PM D:\test.bat

C:\>at 10:00PM "D:\test.bat"Added a new job with job ID = 1

C:\>atStatus ID Day Time Command Line-------------------------------------------------------------------------- 1 Today 10:00 PM D:\test.bat

The \\computername argument can be the name or IP address of the computer.

C:\>at \\reatta 8:00 "D:\test.bat"



of 43

Added a new job with job ID = 2

C:\>at \\10.1.1.159 8:00 "D:\test.bat"Added a new job with job ID = 3

REFERENCE http://www.cotse.com/Ntcommands/ntcmdsuntitled00000004.html - 000002ff

SYNOPSIS Modifying the Subject Line within TeleWall® Security Policy Email Tracks

VERSIONS AFFECTED TeleWall® Firewall v3.0.x, and later

INFORMATION Email Tracks can be assigned to TeleWall® Security Policy Rules so that appropriate personnel are automatically notified via email when a call matches a specific TeleWall® Security Policy Rule. This technical bulletin explains how to modify the default Subject line of TeleWall Security Policy email messages.

Note: This does not apply to System Event Tracks.

By default, the Subject field of TeleWall Security Policy email messages contains the following information:

The call disposition (whether the call was allowed or terminated)

The call type

The called and calling phone numbers

The number of the rule that fired

The name of the Security Policy containing the Rule

The Rule's comment

For example, an email Subject might appear as follows:

"Allowed Call of Type Modem from 1(210)555-1212 to 1(210)555-1000 fired rule 8 of Policy MODEM WATCH: Allow and log all outbound modem calls."

The subject and content of TeleWall Security Policy Email Tracks are defined by a file named delivery.properties, located in the ETM Server installation directory. It is important to note that this file also determines Page, SNMP, and Real-Time Alert Track messages, so any changes you make to modify the email Subject field also apply to these other message types.

To change the Subject of TeleWall Security Policy email messages1. Open delivery.properties in a text editor. If you accepted the installation defaults, this file is located

at the following path:

Windows—C:\Program Files\SecureLogix\ETM\delivery.propertiesSolaris—/opt/SecureLogix/ETM/delivery.properties



http://www.cotse.com/Ntcommands/ntcmdsuntitled00000004.html#000002ff

of 43

2. The email Subject is defined by the section of the file that reads as follows:ShortDescription=\

{7} Call of Type {6} From {2} to {3} fired rule {1} of policy {0}: {8}

Notice the indexing key at the top of the file, which identifies the meaning of each of the numbers within the curly brackets. For example, {2} represents the calling phone number, and {3} represents the called number. When the email message is generated, the actual values in the call data are inserted in the locations designated by these placeholders. That is, {2} is replaced with the actual calling number, {3} is replaced with the called number, and so forth. The key at the bottom of the file determines the terminology used for the direction, call type, and call disposition.

3. To modify the email Subject line, delete components that you do not want to include from the Short Description, then save the file. For example, if you do not want the called and calling phone numbers to appear in the Subject, delete the text that is shown underlined and italicized in the example below.ShortDescription=\

{7} Call of Type {6} From {2} to {3} fired rule {1} of policy {0}: {8}

The file section then appears as follows:ShortDescription=\

{7} Call of Type {6} fired rule {1} of policy {0}: {8}

Based on this section, the sample Subject line now appears as follows:

"Allowed Call of Type Modem fired rule 8 of Policy MODEM WATCH: Allow and log all outbound modem calls."

4. Restart the ETM Server for the change to take effect.Note: You can also change the terminology used for the direction, call type, and call disposition by editing the values following the EQUAL SIGNs (=) in the terminology key at the bottom of the file. DO NOT modify the values preceding the EQUAL SIGNs.

REFERENCE Technical Bulletin #237, Modifying the Subject Line of TeleWall® Security Policy Email Tracks

SYNOPSIS How to Extract ETM® Diagnostic Logs from an Oracle® Database using the TeleView™ Infrastructure Manager

VERSIONS AFFECTED ETM System v4.0 and later, Oracle Database v8i and 9i

INFORMATION Standard Oracle Installation on Windows NT 4.0 or 2000

1. Login to the TeleView Infrastructure Manager.2. From the main menu, select

Tools | View Diagnostic Logs3. Right click on any of the columns to filter for the data that encompasses the problem(s).4. From the menu of the Diagnostic Log Viewer, select

File | Export5. Specify an export path and file name before clicking save to finish.



of 43

REFERENCE TeleView™ Infrastructure Manager v4.0 User Guide

SYNOPSIS How to Extract ETM® Diagnostic Logs from an Oracle® Database using the Oracle® GUI interface



1. For Oracle 8i, open the Oracle DBA Studio application by locating it within the Windows Start menu.Start | Programs | Oracle - OraHome81 | Database Administration | DBA Studio

2. For Oracle 9i, open the Oracle Enterprise Manager Console application by locating it within the Windows Start menu.Start | Programs | Oracle – OraHome90 | Enterprise Manager Console

3. Select Standalone Configuration.4. In the tree on the left side of the window, click on the (+) by the Database name corresponding to

one designated for the ETM System.5. When prompted for username and password, the default values are sys and change_on_install

for Oracle 8i and system and manager for Oracle 9i (please contact inhouse DBA if passwords have been altered), this should log you in and will expand the database options within the tree.

6. Click the (+) next to Schema to expand it.7. Click the (+) next to Table to expand it.8. Click the TWMS value. This should list all of the tables on the right side.9. Locate Diagnostics, right click it and select Table Data Editor.10. This should tell you your query is too large and give you a "refine query" option.11. The new window that opens two (2) tabs - Select From and Where. Click the Where tab and

click New.12. Drop-down menus are available in this dialog box. In the first one, select "LOG_TIME", in the

second select ">", and in the last set the date to a time a few hours previous to when the error occurred.

13. Click Apply. The requested data will be displayed within the window.14. Click the Report icon (looks like a page with a folded corner) located on the left side of the

window.15. This will give you File Name and Format options. Select to save the file to an appropriate

location and select Text as the format. Click OK.16. You may now exit out of all the DBA Studio / Enterprise Manager windows.

Note: The resulting report file may be large. It is recommended it be compressed before attempting to transfer it via electronic means, e.g. email.

Standard Oracle Installation on Solaris

1. From a Terminal Window, type the following commandoemapp console

2. Select Standalone Configuration.



of 43

3. In the tree on the left side of the window, click on the (+) by the Database name corresponding to one designated for the ETM System.

4. When prompted for username and password, use sys and change_on_install for Oracle 8i and system and manager for Oracle 9i, this should log you in and will expand the database options within the tree.

5. Click the (+) next to Schema to expand it.6. Click the (+) next to Table to expand it.7. Click the TWMS value. This should list all of the tables on the right side.8. Locate Diagnostics, right click it and select Table Data Editor.9. This should tell you your query is too large and give you a "refine query" option.10. The new window that opens has two (2) tabs - Select From and Where. Click the Where tab

and click New.11. Drop-down menus are available in this dialog box. In the first one, select "LOG_TIME", in the

second select ">", in the last set the date to a time a few hours previous to when the error occurred.

12. Click Apply. The requested data will be displayed within the window.13. Click the Report icon (looks like a page with a folded corner) located on the left side of the

window.14. This will give you File Name and Format options. Select to save the file to an appropriate

location and select Text as the format. Click OK.15. You may now exit out of all the DBA Studio / Enterprise Manager windows.

REFERENCE None.

SYNOPSIS How to Extract ETM® Diagnostic Logs from an Oracle® Database using SQL Commands



1. Open an SQL interface to the database containing ETM System information. Use either a SQL tool or the Oracle SQL Plus application.

For Oracle 8i: Start | Programs | Oracle - OraHome81 | Application Development | SQL PlusFor Oracle 9i: Start | Programs | Oracle - OraHome90 | Application Development | SQL Plus

or,From a command prompt, type sqlplusw

2. Connect to the database with the appropriate ETM user name / password combination and database name. If you do not know this information, open then the twms.properties file located in the primary ETM directory. In a typical install, the file can be found inC:\Program Files\SecureLogix\ETM

Locate the line DatabaseUserid. The value in this line is the user name. For example, the user name in the example below is etm.DatabaseUserid=etm



of 43

Locate the line DatabasePassphrase. The value in this line is the password. For example, the password in the example below is etmuser.DatabasePassphrase=etmuser

Locate the line DatabaseURL. The value at the end of this line (after the final colon) is the name of the database. For example, the database name in the example below is etmsystem.DatabaseURL=jdbc:oracle:thin:@127.0.0.1:1521:etmsystem

3. From the SQL Plus window, type the following commands:

set termout offset trimspool onset linesize 1000set pagesize 9999ALTER SESSION SET NLS_DATE_FORMAT = 'HH24:MI:SS DD-MON-YYYY';set termout on

4. Start spooling the session to a file at the SQL> prompt using the following command

spool <path><filename>

Then use the following command to capture that data (verify the date range before issuing the command and replace “'00:00:00 06-Mar-2002'” with the correct information).

select * from DIAGNOSTICS where LOG_TIME >= '00:00:00 06-Mar-2002'

Standard Oracle Installation on Solaris

1. Log in or change user accounts so that you are in a shell as either su (superuser) or the Oracle user.

2. Set the ETM Oracle database in the environment by typing the following command

set oracle_sid=<sid name>

export <oracle_sid>

3. Connect to sqlplus by typing the commandsqlplus

4. Connect to the database with the appropriate ETM user name / password combination and database name. If you do not know this information, open then the twms.properties file located in the primary ETM directory. In a typical install, the file can be found in\opt\SecureLogix\ETM

Locate the line DatabaseUserid. The value this line is set to is the user name. For example, the user name in this case is etm.DatabaseUserid=etm

Locate the line DatabasePassphrase. The value this line is set to is the password. For example, the password in this case is etmuser.DatabasePassphrase=etmuser

Locate the line DatabaseURL. The value at the end of this line, appearing after the final colon, is the name of the database. For example, the database name in this case is etmsystem.DatabaseURL=jdbc:oracle:thin:@127.0.0.1:1521:etmsystem



of 43

5. From the SQL Plus prompt, type the following commands:

set termout offset trimspool onset linesize 1000set pagesize 9999ALTER SESSION SET NLS_DATE_FORMAT = 'HH24:MI:SS DD-MON-YYYY';set termout on

6. Start spooling the session to a file at the SQL> prompt using the following command

spool <path><filename>

Then use the following command to capture that data (verify the date range before issuing the command and replace “'00:00:00 06-Mar-2002'” with the correct information).

select * from DIAGNOSTICS where LOG_TIME >= '00:00:00 06-Mar-2002'

Notes: The commands are not case sensitive, but the filter data can be. Type the commands exactly as seen above. The resulting report file may be large. It is recommended it be compressed before attempting to transfer it via electronic means, e.g. email.

REFERENCE None.

SYNOPSIS Helpful SQL Commands for Oracle® Database


INFORMATION To Obtain a Count of the Number of Records Captured in the Diagnostics Log by Day and Hour

select to_char(log_time, 'yyyy-mon-dd hh24'), count (*) from diagnostics group by to_char('log_time, yyyy-mon-dd hh24');

To Obtain a Count of the Number of Descriptions within Records Captured in the Diagnostics Log

select description, count (*) from diagnostics group by description

To Obtain a Count of the Number of Records Captured in the Diagnostic Log Between Two Times

select * from diagnostics where log_time between ‘hh:mm:ss dd-mon-yyyy’ and ‘hh:mm:ss dd-mon-yyyy’

To Obtain a Count of the Number of Records Captured in the Call Log per Day

select trunc(end_time), count (*) from call where end_time >= ‘dd-mon-yyyy’ group by trunc(end_time);

REFERENCE None.



of 43

SYNOPSIS Unable to Open the TeleAudit® Usage ManagerAn Error is Received when Attempting to Generate a Report from the TeleAudit® Usage Manager


INFORMATION 1. To verify whether the TeleAudit Report Server is running, perform the following on the

computer where the TeleAudit Report Server is installed.



b. View the status for the service named “TeleAudit Report Service”.c. If the service has a status of “started”, the TeleAudit Report Server is technically running. If

problems continue, try to stop and restart the Report Server.To stop and restart the Report Server from the Microsoft Services Viewer Open the Microsoft Services Viewer.


Locate and select the service named “TeleAudit Report Service”. Within the toolbar of the Services Viewer, click the Restart Service button (represented

by a square and a right-facing triangle ( ) pictured on it). This button will restart the service. You may also restart the service by selecting Stop followed by Start from the right-click menu.




b. View the status for the service named “TeleAudit Report Service”.c. If the service has a status of “started”, the TeleAudit Report Server is technically running. If

problems continue, try to stop and restart the Report Server.

To stop and restart the Report Server from the Microsoft Services Viewer Open the Microsoft Services Viewer.


Locate and highlight the service named “TeleAudit Report Service”. Restart the service by selecting Stop followed by Start from the right-click menu.


For Sun Solarisa. Verify the TeleAudit Report Server process is running. From a command window, type

ps –ef | grep TeleAudit



of 43

b. If there is a service name matching “TeleAuditReportServer”, the TeleAuditReportServer is technically running. If problems continue, try to stop and restart the Report Server.

To stop and restart the Management Server on a Sun Solaris system Kill the current TeleAudit Report Server process

kill –9 TeleAuditReportServer

Restart the Report Server

cd /opt/SecureLogix/ETM

./TeleAuditReportServer

c. If the service is not running, continue to the next step. 2. Check for the presence of error logs.

On Windows NT/2000a. Within the main directory of the ETM Application, check to see if a ReportFatal.log file

exists.


where <installation path> refers to the installation path for the TeleAudit Report Server software (ex. The default path is “C:\Program Files\SecureLogix\ETM”).

b. If the file exists, use a text editor program (ex. Notepad or WordPad) to open it. Take note of all recorded error conditions. All errors must be resolved before the Report Server will successfully start.

c. Locate the System and User error logs for the Report Server. They are located under

<installation path>\SecureLogix\ETM\ps\error

where <installation path> refers to the installation path for the TeleAudit Report Server software (ex. The default path is “C:\Program Files\SecureLogix\ETM\ps\error”).

d. Using a text editor program (ex. Notepad or WordPad), open the file with the name starting with “system” and having a date stamp matching the current date.

e. Using a text editor program (ex. Notepad or WordPad), open the file with the name starting with “user” and having a date stamp matching the current date.

f. Resolve issues reported in error files before attempting to restart the TeleAudit Report Server.

On Sun Solarisa. Within the main directory of the ETM Application, check to see if a ReportFatal.log file

exists.


where <installation path> refers to the installation path for the TeleAudit Report Server software (ex. The default path is /opt/SecureLogix/ETM).

b. If the file exists, use a text viewer or editor program (ex. more, vi) to open it. Take note of all recorded error conditions. All errors must be resolved before the Report Server will successfully start.

c. Locate the System and User error logs for the TeleAudit Report Server. They are located under

<installation path>/SecureLogix/ETM/ps/error

where <installation path> refers to the installation path for the TeleAudit Report Server software (ex. The default path is /opt/SecureLogix/ETM/ps/error).

d. Using a text viewer or editor program, open the file with the name starting with “system” and having a date stamp matching the current date.



of 43

e. Using a text viewer or editor program, open the file with the name starting with “user” and having a date stamp matching the current date.

f. Resolve issues reported in error files before attempting to restart the TeleAudit Report Server.

3. Ping the IP address of both the TeleAudit Server and the ETM Management Server (if they are on different computers) from the TeleView Infrastructure Manager computer.

Does the ping fail?

Yes Is the network cable plugged in? Is there a link light?

No

4. Is the TeleAudit Server on a separate computer than the ETM Management Server?

YesVerify there is a TWlicense.txt file.

Windows NT/2000a. Locate the the program files for the ETM Management Server. They are

located under


where <installation path> refers to the installation path for the ETM Management Server software (ex. The default path is “C:\Program Files\SecureLogix\ETM”).


Sun Solarisa. Locate the program files for the ETM Management Server. They are located

under


where <installation path> refers to the installation path for the ETM Management Server software (ex. The default path is “./opt/SecureLogix/ETM”).

b. Verify the TWlicense.txt file exists in this directory. (you also have to have classes12.zip on RS if they're on different computers)

5. If the TeleAudit Report Server is residing on a computer different from the ETM Management Server, verify that the TeleAudit Report tab of the Server Administration tool is correctly configured.

6. Verify the following values in the twms.properties file:

ETM Management Server on Windows NT/2000a. Locate the current twms.properties file. It can be located under


where <installation path> refers to the installation path for the ETM Management Server software (ex. The default path is “C:\Program Files\SecureLogix\ETM”).

b. Use a text editor program (ex. Notepad or WordPad) to open the twms.properties file.c. Locate the sections labeled:

ReportServerStartPort ReportServerActivatorPort



of 43

ReportDispatcherPort ReportServerNumPorts The location of the Report Elements The location of the Reports

d. Verify that these ports/files are available for use. The ServerFatal.log, ReportFatal.log or TARS_Service.log should tell if there is a port conflict or if it can’t open a report/element key.

ETM Management Server on Sun Solarisa. Locate the current twms.properties file. It can be located under



b. Use a text editor program (ex. vi) to open the twms.properties file.c. Locate the sections labeled:

ReportServerStartPort ReportServerActivatorPort ReportDispatcherPort ReportServerNumPorts The location of the Report Elements The location of the Reports

d. Verify that these ports/files are available for use. The ServerFatal.log, ReportFatal.log or TARS_Service.log should tell if there is a port conflict or if it can’t open a report/element key.

(If the Report Server is on a separate computer) TeleAudit Report Server on Windows NT/2000a. Locate the current twms.properties file. It can be located under


where <installation path> refers to the installation path for the TeleAudit Report Server software (ex. The default path is “C:\Program Files\SecureLogix\ETM”).

b. Use a text editor program (ex. Notepad or WordPad) to open the twms.properties file.c. Locate the sections labeled:


d. Verify that these ports/files are available for use. The ServerFatal.log, ReportFatal.log or TARS_Service.log should tell if there’s a port conflict or if it can’t open a report/element key.

(If the Report Server is on a separate computer) TeleAudit Report Server on Sun Solarisa. Locate the current twms.properties file. It can be located under



b. Use a text editor program (ex. vi) to open the twms.properties file.c. Locate the sections labeled:




of 43

d. Verify that these ports/files are available for use. The ServerFatal.log, ReportFatal.log or TARS_Service.log should tell if there’s a port conflict or if it can’t open a report/element key.

7. Version upgrades and performing repairs or modifications with the installer may cause the twms.properties file to be overwritten. Solution – restore the correct twms.properties file.

Windows NT/2000a. Locate the current twms.properties file. It can be located under


where <installation path> refers to the installation path for the TeleAudit Report Server software (ex. The default path is C:\Program Files\SecureLogix\ETM).

b. Open it in a text editor. c. Locate the backup directory for the TeleAudit Report Server. They can be located under

<installation path>\SecureLogix\ETM\ps\backup

where <installation path> refers to the installation path for the TeleAudit Report Server software (ex. The default path is C:\Program Files\SecureLogix\ETM\ps\backup).


e. From this directory, locate the twms.properties file.f. Copy the relevant connection setting in this version of the twms.properties file to current one

in the main ETM directory (ex. C:\Program Files\SecureLogix\ETM).

Sun Solarisa. Locate the current twms.properties file. It can be located under


where <installation path> refers to the installation path for the TeleAudit Report Server software (ex. The default path is ./opt/SecureLogix/ETM).

b. Open it in a text editor.c. Locate the backup directory for the TeleAudit Report Server. They can be located under

<installation path>/SecureLogix/ETM/ps/backup

where <installation path> refers to the installation path for the TeleAudit Report Server software (ex. The default path is ./opt/SecureLogix/ETM/ps/backup).


e. From this directory, locate the twms.properties file.f. Copy the relevant connection settings from this version of the twms.properties file to current

version in the main ETM directory (ex. ./opt/SecureLogix/ETM).

6. Start the TeleAudit Report Server. Perform the following on the computer where the TeleAudit Report Server is installed.

For Windows NT/2000Start the TeleAudit Report Server by either double-clicking on the provided desktop icon labeled TeleAudit Report Server, or by selecting the program from the Start Menu

Start | Programs | SecureLogix | ETM System Software | TeleAudit Report Server

For Sun SolarisFrom the directory where the ETM System was installed, /opt/SecureLogix/ETM by default, type

./TeleAuditReportServer

7. Repeat Step 1 from this topic to verify the TeleAudit Report Server was started successfully.ETM, TeleWall, TeleAudit, TeleView, TeleVPN, TeleIDS, TeleWatch Secure, TWSA, SecureLogix, SecureLogix Corporation, and the ETM, TeleWall, TeleAudit, TeleView, and TeleVPN Emblems and the SecureLogix Diamond Emblem are trademarks or registered trademarks of SecureLogix Corporation in the U.S.A. and other countries. All other trademarks mentioned herein are believed to be trademarks of their respective owners.


of 43

If the error state continues, escalate issue to a SecureLogix Customer Support. Have the exact error messages available for the Customer Support Technician.

REFERENCE

SYNOPSIS A User is Unable to Edit a TeleAudit® Report Element or Report Template


INFORMATION 1. The user may not have necessary user rights for editing TeleAudit Report Elements and

Templates.To view or edit rights, from within the TeleView Infrastructure Manager

Server | Admin | User Administration

2. Select the appropriate user name and select the Permissions tab.3. Modify and save as appropriate.

REFERENCE TeleView™ Infrastructure Manager User Guide



tier 1 service doc - securelogix · web viewconfigure the newly connected spans by using the import...

Documents