Support Procedures, 110 | 8e6 Technologies ER manual

TECHNICAL SUPPORT / PRODUCT WARRANTIES TECHNICAL SUPPORT

Support Procedures

When you contact our technical support department:

•You will be greeted by a technical professional who will request the details of the problem and attempt to resolve the issue directly.

•If your issue needs to be escalated, you will be given a ticket number for reference, and a senior-level technician will contact you to resolve the issue.

•If your issue requires immediate attention, such as your network traffic being affected or all blocked sites being passed, you will be contacted by a senior-level techni- cian within one hour.

•Your trouble ticket will not be closed until your permission is confirmed.

110	8E6 TECHNOLOGIES, ENTERPRISE REPORTER ADMINISTRATOR USER GUIDE

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8e6 Technologies ER manual Support Procedures, 110

Contents

Guide Model ERPage 8E6ENTERPRISEREPORTERADMINISTRATOR User Guide IiiPage Contents Server Menu Database Menu 108 Appendices Section Ndex Operations Enterprise Reporter Overview How to Use this User Guide Organization Conventions Following icons are used throughout this user guide Terminology Enterprise Reporter Overview HOW to USE this User Guide Enterprise Reporter Overview HOW to USE this User Guide Enterprise Reporter Overview HOW to USE this User Guide Introduction Administrator Section Introduction Components and Environment ComponentsHardware Software Environment Workstation RequirementsNetwork Requirements Accessing the Server Preliminary Network SettingsProcedures for Accessing the Server Procedures for Logging On, Off the Server Log On Administrator Section Accessing the Server Logging on the First Time Specify the Server’s function Set up an Administrator Login ID Select New Administrators from the pull-down menu Administrator Section Accessing the Server Log Off Logout screen Configuring the ER Server Administrator Console Network Menu Network menu, main screen Box Mode screen Live ModeArchive Mode Change the Box Mode Change Box Mode Add/Edit/Delete Administrators screen View a List of Administrators Add an AdministratorEdit an Administrator’s Login ID Delete an Administrator Locked-out Accounts and IPs screen Locked-out Accounts and IPs screen View Locked Accounts, IP addresses Unlock Accounts, IP addresses Network Settings screen Network Settings screen Set up/Edit IP Addresses Routing Table screen View a List of Routers Add a Router Delete a Router Regional Setting screen Regional Setting screen Specify the Time Zone Specify the Language SetSpecify Network Time Protocol Servers Update the Time on the Server Network Diagnostics screen Network Diagnostics screen, Ping entry Ping 10 Ping results Trace Route 11 Trace Route results Snmp screen 12 Snmp screen Enable Snmp Set up Community Token for Public AccessCreate, Build the Access Control List Maintain the Access Control List Server Menu 13 Server menu, main screen Backup screen Backup and Recovery Procedures Administrator Section Configuring the ER Server Set up/Edit External Backup FTP Password Execute a Manual Backup Perform a Remote Backup Perform a Restoration to the ER Server Self Monitoring screen 15 Self Monitoring screen Set up and Activate Self-Monitoring View a List of Contact E-Mail AddressesRemove Recipient from E-mail Notification List Deactivate Self-Monitoring Smtp Server Setting screen Enter, Edit Smtp Server Settings Verify Smtp Settings Enter the email address in the pop-up box Server Status screen 18 Server Status screen View the Status of the Server Secure Access screen 19 Secure Access screen Activate a Port to Access the Server 20 Port entries Terminate a Port Connection Terminate All Port Connections Software Update screen 21 Software Update screen View Installed Software Updates Uninstall the Most Recently Applied Software UpdateView Available Software Updates Install a Software Update Readme Apply Now 25 Patch Log window Software Update Setting screen 26 Software Update Setting screen Specify Proxy Settings Save Settings Shut Down screen Server Action Selections Perform a Server Action NIC Mode screen 28 NIC Mode screen Modify the NIC Mode Setting View the NIC Negotiation Web Client Server Management screen 30 Web Client Server Management screen Enable/Disable Web Client Server Access Enable/Disable the Web Client SchedulerRestart the Web Client Server Hardware Failure Detection screen View the Status of the Hard Drives Appendix C RAID Maintenance Consolidated ER Consolidated Mode Setting screen View Remote ER Settings Add a Remote ER View Current Statistics for a Remote ER Edit Settings for a Remote ER Remove a Remote ER from the Consolidated ER Database Menu User Name Identification screen 35 User Name Identification screen with IP.ID activated Administrator Section Configuring the ER Server Set up a Customized Label for Unidentified Machines Configure the Server to Log User ActivityView the User Name Identification screen Deactivate User Name Identification Username Display Setting screen 36 Username Display Setting screen View the Current Username Display Setting Modify the Username Display Setting Administrator Section Configuring the ER Server View Elapsed Time screen Establish the Unit of Elapsed Time for Page Views Elapsed Time Rules Definition screen View the Current Page Types Remove a Page Type Add a Page Type Tools screen 39 Tools screen View Diagnostic Reports View Database Status Logs Administrator Section Configuring the ER Server Administrator Section Configuring the ER Server Expiration screen 40 Expiration screen Expiration Screen Terminology Expiration Rules View Data Storage Statistics Administrator Section Configuring the ER Server Administrator Section Configuring the ER Server Administrator Section Configuring the ER Server Change Data Storage Settings Administrator Section Configuring the ER Server NAS Status screen 41 NAS Status screen Optional Features screen View NAS Status Information100 42 Optional Features screen Enable Search String Reporting Enable Block Request CountEnable Wall Clock Time 102 Enable Page and/or Object Count Enable, Configure Password Security Option 104 105 User Group Import screen 106 Import User Groups Technical Support HoursContact Information Office Locations and Phone Numbers 8e6 Corporate Headquarters USA8e6 Taiwan Support Procedures 110 Standard Warranty Product Warranties Technical Support and Service 112 Extended Warranty optional Extended Technical Support and Service Evaluation Mode Administrator ConsoleAppendix a 114 115 Use the Server in the Evaluation Mode Expiration screen116 Change the Evaluation Mode Evaluation Mode Activation 118 119 Disable Pop-up Blocking Software Appendix BYahoo! Toolbar Pop-up Blocker Add the Client to the White List Fig. B-2 Allow pop-ups from source Google Toolbar Pop-up Blocker 122 Disable Pop-up Blocking AdwareSafe Pop-up Blocker Set up Pop-up Blocking Windows XP SP2 Pop-up BlockerUse the Internet Options dialog box 124 Fig. B-6 Toolbar setup Use the IE Toolbar Fig. B-7 Pop-up Blocker Settings 126 Set up the Information Bar Access the ClientUse the Information Bar 128 RAID Maintenance Appendix CPart 1 Hardware Components LED indicators in SL and HL units Part 2 Server Interface130 LED Front control panels on H, SL, and HL units 132 133 Rear panels on H and HL units 134 Part 3 Troubleshooting Hard drive failureReview the notification email Verify the failed drive in the Admin console 136 Replace the failed hard drive Power supply failure Identify the failed power supplyUnplug the power cord Rebuild the hard drive Replace the failed power supply Fan failure Identify a fan failure140 Index 142 143 144 145 146