Transcription
CentreWare for Unicenter TNGUser Guide“Your Autopilot to Productive Printing”Version 1.0.8
1999, 2000 by Xerox Corporation. All rights reserved.Copyright protection claimed includes all forms andmatters of copyright material and information nowallowed by statutory or judicial law or hereinafter granted,including without limitation, material generated from thesoftware programs which are displayed on the screen suchas styles, templates, icons, screen displays, looks, etc.Xerox , The Document Company , the digitized X, andall Xerox products mentioned in this publication aretrademarks of Xerox Corporation . Unicenter TNG is aregistered trademark of Computer AssociatesInternational, Inc. (CA). Product and trademarks ofother companies are also acknowledged.Changes are periodically made to this document.Changes, technical inaccuracies, and typographic errorswill be corrected in subsequent editions. Technicalupdates will be included in subsequent editions.Published in the United States of America2 CENTREWARE FOR UNICENTER TNG USER GUIDE
ContentsContentsIntroduction . 4Key Benefits and Features . 4System Requirements . 5Hardware Requirements . 5Software Requirements . 5Before You Start CentreWare for Unicenter TNG . 6For new printers . 6For existing printers . 6How to use this Document . 7For initial installation . 7For day-to-day tasks . 7CenterWare for Unicenter TNG Software Installation . 8Via the CD Navigator . 8Manual Installation from CD . 10Web Installation . 10Using CenterWare for Unicenter TNG . 11Printer Discovery . 11Creation of Xerox Business Process View . 11Color-Coded Device Status . 12The Xerox Agent . 13Xbusiness.exe . 13Xupdate.exe . 13Launch of CentreWare Internet Services . 14Description of Xerox Agent popup menu .Object View: .View Node: .View Agent: .15151515Integration with Enterprise Managers . 16Event Management . 16Problem Management . 17Integration with Advanced Help desk: . 18Troubleshooting . 19Appendix – Xerox Agent Installer / Un-Installer . 21Installer . 21Uninstaller . 23CENTREWARE FOR UNICENTER TNG USER GUIDE 3
IntroductionIntroductionXerox CentreWare for Unicenter TNG* provides the addedidentification of several different types of Xerox printersin the general discovery performed by Unicenter TNG.Once successfully installed you will be able to see all thediscovered Xerox printers under one Unicenter TNGBusiness Process View screen. In addition, CentreWare forUnicenter TNG provides full integration with EventManagement, and the choice to integrate with ProblemManagement and Advanced Help Desk.Key Benefits andFeaturesFeatureBenefitsPrinter DiscoveryProvides the automatic identification of Xerox printers on yournetwork and presents them with recognizable icons.Color-Coded Device StatusAutomatically changes the color in the printer icon to reflect theprinter status.Access to the printer embedded webserver, Internet ServicesIf your printer contains an embedded web server, you can easilyaccess it though the icon displayed in the Xerox Agent.Custom Business ViewManaging the Xerox printers on your network will be made easierby displaying all the discovered Xerox printers in a single businessview.Full integration with the features ofUnicenter TNGProvides full use of Event Management Features, such as ProblemManagement and Advanced Help Desk.* Unicenter TNG and its options are proprietarysoftware programs belonging to ComputerAssociates, Inc. (CA) and / or its licensors.4 CENTREWARE FOR UNICENTER TNG USER GUIDE
IntroductionSystem RequirementsHardware Requirements64MB of RAM (128 MB recommended)2MB of hard disk spaceSoftware RequirementsFollowing software must be installed on your PC beforeinstalling CentreWare for Unicenter TNG. Microsoft Windows NT 4 SP4 or later Microsoft SQL server 6.5. Microsoft SNMP Service TCP/IP Protocol CA’s Unicenter TNG 2.2 with agent and event module. CA’s Unicenter TNG Problem Management Module, ifyou intend to use this feature. Advanced Help Desk (AHD) server, if you intend to usethis feature. Microsoft Internet Explorer 4.0 or later, if you wish toaccess a printer embedded web page.CENTREWARE FOR UNICENTER TNG USER GUIDE 5
IntroductionBefore You StartCentreWare forUnicenter TNGFor new printersUnpack and set up your printer with all consumables andoptional equipment according to the instructionsprovided with your printer.If the printer did not come with the network cardinstalled, install it with the instructions included with thecard.Turn on your printer. If your printer supports it, reviewthe startup page to verify proper operation.Connect your printer to an active network withappropriate cabling.Ensure the printer has a valid, unique IP address.For existing printersIf your printer was not previously networked, add thenetwork card and appropriate cabling.Ensure the printer has a valid, unique IP address.6 CENTREWARE FOR UNICENTER TNG USER GUIDE
IntroductionHow to use thisDocumentThis document assumes that you have a workingknowledge and familiarity with CA’s Unicenter TNG.Only procedures that differ from the normally expectedoperation of Unicenter TNG are described.You may print all or part of this document at any timefrom your Adobe Acrobat Reader by clicking the Filemenu and then selecting Print. You may then select asingle page, a range of pages, or the entire document forprinting.For initial installationRead and follow these sections:1CenterWare for Unicenter TNG SoftwareInstallationFor day-to-day tasksRead and follow these sections:1Using CenterWare for Unicenter TNG2TroubleshootingCENTREWARE FOR UNICENTER TNG USER GUIDE 7
CenterWare for Unicenter TNG Software InstallationCenterWare for Unicenter TNGSoftware InstallationVia the CD Navigator81Insert the Xerox Printer Management Software CD intoyour workstation CD-ROM drive.2If the CD Navigator program does not start automatically,double click on your CD ROM drive icon. Then doubleclick on Setup32.exe.3Select your language from the first screen.4Select Additional Software Utilities.5Select Install CenterWare for Unicenter TNG.6The software will begin the installation process. After afew moments, the Install Shield Wizard will load.7You will be presented with the software option that youcan install. Select the option that fits your needs, thenselect Next.8This path must be set to the same folder that contains theUnicenter TNG software. If the folder shown is incorrect,select the Browse button and select the correct folder,then select Next.9You will be presented with a second path choice. Thispath is for the Xerox unique files. If you want the files in adifferent location select the Browse button and select thefolder you want to use, then select Next. CENTREWARE FOR UNICENTER TNG USER GUIDE
CenterWare for Unicenter TNG Software Installation10Select Next again to begin. The necessary files will becopied to the selected folders and then the properconfiguration commands will be executed.11If you have selected the Advanced Help Desk installationoption, a window will appear with the IP address detectedfor your PC. If this is correct, select OK.12This software must be installed in the same folder thatcontains the Advanced Help Desk software. This istypically \CA sdahd. If the folder shown is incorrect,select the Browse button and select the correct folder,then select Next.13The installation process will take some time to complete.Follow the instructions on your screen.14When the install is complete, start Unicenter TNG andany status services you wish to use.CENTREWARE FOR UNICENTER TNG USER GUIDE 9
CenterWare for Unicenter TNG Software InstallationManual Installationfrom CDWeb Installation101Click the Start button then select Run.2A dialog box will prompt you for the Command Line.3Insert the Xerox Printer Management Software CD intoyour workstation CD-ROM drive.4TYPE “ drive :\instal\Unicenter TNG\setup.exe”[ENTER] (substitute your drive letter for drive and youmust include the quotation marks).5The software will begin the installation process. After afew moments, the Install Shield Wizard will load.6Follow the steps described in the previous sectionbeginning with Step 7.The latest available version of CentreWare for UnicenterTNG is available from the Xerox web site atwww.xerox.com.1After downloading the file to a temporary folder, doubleclick on the icon to extract the files.2Double click on the file setup.exe.3The software will begin the installation process. After afew moments, the Install Shield Wizard will load.4Follow the steps described in the previous sectionbeginning with Step 7. CENTREWARE FOR UNICENTER TNG USER GUIDE
Using CenterWare for Unicenter TNGUsing CenterWare for UnicenterTNGPrinter DiscoveryUnicenter TNG provides the discovery of Xerox devices.CentreWare for Unicenter TNG has added theidentification of different types of Xerox printers to ageneral discovery performed by Unicenter TNG.The primary discovery identifies the Xerox devices on thenetwork and presents them with general Xerox icons for2-D and images for 3-D.Creation of XeroxBusiness Process ViewAfter successful installation of CenterWare for UnicenterTNG, the user will see all the discovered Xerox printersunder the Xerox Business Process View. It will also displaythe current status of all the discovered Xerox printers. Thename of the Xerox Business Process View is “XeroxPrinters”.The printers will now be present in the Xerox BusinessProcess View as well as the IP Map.CentreWare for Unicenter TNG will automatically addXerox printers to this view as they are attached to thenetwork and discovered by Unicenter TNG. At start up theprogram xupdate.exe will be run.CENTREWARE FOR UNICENTER TNG USER GUIDE 11
Using CenterWare for Unicenter TNGColor-Coded DeviceStatusEach printer will be denoted by an icon. Each icon will becolor-coded to represent the current status of the printer.The color-coded status is provided via the Unicenter TNGpolicy. The policy also contains a property for the pollingrate. The Xerox Agent default polling rate will be set to 10minutes.The color of the icon is determined by using thecombination of the Xerox Agent and Ping Agent. Thecolor will also propagate to the top of the network.The relation between the color-code and the printer stateis presented in the following table.Printer StateColorDown (Ping Agent) *BlackLow TonerYellowNo tonerRedLow PaperYellowNo PaperRedDoor OpenRedOff-lineRedService RequestedYellowPaper JamRed* Only available printer state for DC 220/23012 CENTREWARE FOR UNICENTER TNG USER GUIDE
Using CenterWare for Unicenter TNGThe Xerox AgentThe Xerox Agent provides the interface between theXerox devices on the network and Unicenter TNG. Itinterprets messages from the Xerox devices and forwardsthem to Unicenter TNG.Two important software modules that are a part of theXerox Agent solution are Xbusiness.exe and Xupdate.exeXbusiness.exeThis module has two basic functions:1It creates the Xerox Business Process View.2It checks the repository for all object device classes andreclassifies the Xerox devices to their specific printer class.If you have deleted the Xerox Business Process View and wishto recreate it, run the module, xbusiness.exe. It can be found inthe Xerox folder in your TNG folder.Xupdate.exeThis module is running at all times. It checks for a newlydiscovered Xerox printer and adds it to the XeroxBusiness Process View.CENTREWARE FOR UNICENTER TNG USER GUIDE 13
Using CenterWare for Unicenter TNGLaunch ofCentreWare InternetServicesWhen you right-click on the device icon, or image, themenu that appears will include a new menu item forlaunching the CentreWare Internet Services embeddedweb server.The Xerox Agent is unable to automatically detect the presenceor absence of a printer embedded web server. If this menu itemis selected for a printer without an embedded web server afailed link will result. For example, if you select this item for aprinter connect to the network with the Xerox CentreDirectExternal Print Server (External Ethernet Adapter).14 CENTREWARE FOR UNICENTER TNG USER GUIDE
Using CenterWare for Unicenter TNGDescription of XeroxAgent popup menuYou can also invoke View Agent and View Node by a rightmouse click on the Xerox Agent icon. The followingmenu options will be displayed:Object View:This view is used to see all the mib objects. It requires acompiled version of SNMP mibs in SNMPV1.Unicenter-TNG supports SNMPV1 mibs.View Node:This view will display the current condition of the PingAgent and the Xerox Agent. The View Node displays theprinter subsystems under the Xerox Agent and theircurrent state in a tree format. The color-coding representsthe state of that component.By selecting any of the nodes with the right mouse buttonand selecting Event Browser a list of events with thecurrent error condition is displayed. This provides anadditional place to look for events.You can change the display preferences by selectingView Display Preferences.View Agent:In this view you can see all the important MIB II tableparameters under the different tabs. It will display printerlocation, description and other information of theInterface and SNMP tables of MIB II.CENTREWARE FOR UNICENTER TNG USER GUIDE 15
Using CenterWare for Unicenter TNGIntegration withEnterprise ManagersCentreWare for Unicenter TNG provides integration withtwo enterprise managers: Event Management Problem ManagementEvent Management Event enterprise is used to create a message record andmessage action for your events. After integration of themodule, events are forwarded to the Event console.Whenever a printer has any problem, the Xerox Agentdetects it using the various SNMP objects and sendsthe event to the Console. The CentreWare UnicenterTNG installation utility creates message records andmessage actions.You can add new message records and message actionsat any time. To do this requires a proper understandingof the Xerox 10.cnf file and other Message recordrelated files. When a critical event is detected for a Xerox printer ared banner flying across your PC desktop is displayed.The banner contains the text of problems detected. Forexample, PrinterIdentification Time HH:MM Agent XeroxPrinter No Paper.16 CENTREWARE FOR UNICENTER TNG USER GUIDE
Using CenterWare for Unicenter TNGProblem ManagementThis function is very closely related to EventManagement. You can create a problem ticket based onthe problem type reported.CentreWare for Unicenter TNG uses the escalation tableto escalate the priority of the problem if no action is takenwithin the specified time. By assigning a PriorityEscalation policy, you can automate the escalation of aproblem's Priority and/or Responsibility Area. TheEscalation policy is defined in the Escalation Table.As determined by the time interval specified, the priorityof the problem will be escalated and the personresponsible for correcting the problem will also bere-assigned.In addition CentreWare for Unicenter TNG creates a newstatus code called PENDING. It also creates a new entry inthe MGPT table with the source component(Agent) andthe event (Xerox).CENTREWARE FOR UNICENTER TNG USER GUIDE 17
Using CenterWare for Unicenter TNGIntegration withAdvanced Help desk:When the Xerox Agent detects any problem, it checks forthe installed path of the Advanced Help Desk andgenerates a request entry in Request Management.Requests are generated for four error conditions: Door Open Paper Jam No Toner No PaperTo view the requests, open the Request Bins tab on theService Desk window.18 CENTREWARE FOR UNICENTER TNG USER GUIDE
TroubleshootingTroubleshootingIf you have problems after you have installed CentreWarefor Unicenter TNG, consult the table below for a possibleremedy.SymptomsPossible causesSolutionThe icon on the 2Dmap is not the propericon for the XeroxPrinter Classes are not importedcorrectly in the repository Check the icon and the printer class nameusing the class wizard utilityThere is no XeroxAgent icon under theXerox Printer iconeither in 2D or 3D. Awservices are not running Check the printer class name in the DSMWizard under the Xerox Agent name“XeroxAgt”. SNMP agent on the printeris not working correctly. Run the command resetdsm Run the command awservices start.A Xerox Printer is notdiscovered. The SNMP agent is notworking properly on theprinter. There is a problem withthe network connectivity. The printer’s class is notdefined in the repository. Check the worldview agent service in thecontrol panel. Check the class in the class wizard. Ping to that IP address. Run the manual discovery commanddscvrone – i ip address –u saNode view is notshowing the propercolor. The SNMP objects thatdecode the color mayhave an incorrect value. Use awget command to check the value ofhrError detectedState.No banner displays inthe window when afault is received. Event services are notrunning Check the services using command unifstatNo event displays inthe event consolewindow Event services are notrunning.At the command prompt: Message records are notadded properly. Run the command awm catch to checkvalue coming from the printers. Or run the command unicntrl start uni Run command unifstat. Run unicntrl start uni. Run Oprcmd opreload.CENTREWARE FOR UNICENTER TNG USER GUIDE 19
TroubleshootingSymptomsPossible causesSolutionNo problem ticketcreated in theproblemmanagement. Incorrect message records. Check the message records and messageactions.A Trouble Ticket is notgenerated in theAdvanced Help Desk AHD services are notrunning. Check all AHD services in the control paneland start it.The Xerox PrintersBusiness Process View(BPV) is not present A problem exists in therepository. Check the path of the ahd.dll in the messagerecords. First end process for XUpdate.exe. Find Xbusiness.exe application in the Xeroxfolder in the TNG installation folder. Run the XBusiness.exe application with thecurrent name of the repository.New printers are notdiscovered under theXerox Printer BPV20 Xupdate.exe is notrunning. Check for Xupdate.exe application. CENTREWARE FOR UNICENTER TNG USER GUIDE
Appendix – Xerox Agent Installer / Un-InstallerAppendix – Xerox Agent Installer/ Un-InstallerInstaller The installer is a simple Install-Shield utility that willautomate the addition of the files used for the agentand the inclusion of the agent technology in theUnicenter TNG functionality. The installer will copy the models, icons, script filesand policy files to the TNG installation directory. Itwill also edit several files to enable the agent to workwith Unicenter TNG.The modifications performed by the installer are asfollows:Substitute the path to your TNG folder for c:\Tng\.1Copy all the icons to c:\Tng\icons2Copy all the images to c:\Tng\images3Copy all the mib files to c:\Tng\Schema\included4Copy all the models to c:\Tng\models5Copy new policy related files (Xerox 10.cnf,Xerox 10.dat, NodesXrx.dat) toc:\Tng\services\config\aws nsm\dm6Copy agent world view file (xerox.wvc) toc:\Tng\services\config\aws wvgate7Copy Xerox repository related files(xeroxPrn.tng,xeroxRmv) to c:\Tng\sql8Copy mibs with the extension .txt (e.g RFC1514.txt) toc:\tng\services\config\mibs\ for Mib browser.CENTREWARE FOR UNICENTER TNG USER GUIDE 21
Appendix – Xerox Agent Installer / Un-Installer9Create a folder named Xerox in the C:10Program Files folder and a folder named CentreWare4TNGin the Xerox folder. Then copy to this folder all themessage records files for Event management(MsgRecDef.txt, MsgRecRemove.txt) and Problemmanagement (XeroxMgpt.bat, XeroxMgptRemove.bat).11Copy the executable files (Xupdate.exe, XBusiness.exe) tothe c:12Program Files\xerox\CentreWare4TNG folder.13Copy the four aperJamAHD.txtto the c:\Program Files\xerox\CentreWare4TNG folder.This are used for the creation of a trouble ticket in theAdvanced Help Desk module.2214Copy the readme.txt file that contains suggested changesto some settings before running the PM, AHD on your PC.15Requests a resetdsm.16Starts services by executing awservices start. CENTREWARE FOR UNICENTER TNG USER GUIDE
Appendix – Xerox Agent Installer / Un-InstallerUninstallerThe un-installer will remove all files copied to yoursystem by the Installer, undo any file changes done andremove the classes corresponding to the Xerox Agent. Torun the un-installer, use the “Add/Remove Programs” inthe “Control Panel” and select Xerox CentreWare forUnicenter TNG.The actions performed by the uninstaller are as follows:1Remove the lines added to the files in the install portion.2Delete all files copied.3The un-installer will then call TRIX to remove the classesfrom the repository by executing from command: trix4Import the file Xeroxrmv from the c:\tng\sql directory.5Request a resetdsm.6Start services by executing awservices start.7There may be some files remaining on your system thatare no longer required. To complete the process ofremoving these files, you should restart your PC.CENTREWARE FOR UNICENTER TNG USER GUIDE 23
Microsoft SNMP Service TCP/IP Protocol CA's Unicenter TNG 2.2 with agent and event module. CA's Unicenter TNG Problem Management Module, if you intend to use this feature. Advanced Help Desk (AHD) server, if you intend to use this feature. Microsoft Internet Explorer 4.0 or later, if you wish to
