Appendix G Getting Help And Technical Assistance

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Appendix G: Getting Help And Technical Assistance

For service or technical assistance or for more information about APC products, contact APC at a number on the APC Web site, www.apc.com/support

Troubleshooting

•Check all cables to make sure they are connected.

•Check the power switches to make sure the system and any optional devices are turned on.

•Use the troubleshooting information in your system documentation and use the diagnostic tools that came with your system.

•Go to the APC support Web site at http://www.apc.com to check for technical information, hints, tips and new device drivers or to submit a request for information.

Using the documentation

Information about your APC software is available in the documentation that comes with the product. That documentation can include printed documents, online documents, readme files and help files. See the troubleshooting information in your system documentation for instructions for using the diagnostic programs.

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APC AP5610, AP5616, AP5615 manual Appendix G Getting Help And Technical Assistance, Troubleshooting, Using the documentation

Contents

Digital KVM Switches USA Notification Canadian Notification Japanese Notification Korean Notification APC KVM Switch Power On Table of Contents Basic Operations Network Access Software Video Viewer 100 Viii List of Figures Table C.3 Unit list keyboard and mouse operations Table E.1 Ports Used by Network Access SoftwareTable C.2 Tree view control keyboard and mouse shortcuts Table D.1 Sun Key Emulation Features And Benefits Intelligent cables Virtual Media Examples of KVM server modules Video Authentication and authorizationOSD graphical user interface Flash upgradability Ethernet Network Access SoftwareVideo Viewer Target devices Modem Connecting the KVM switch Installing And Setting Up The KVM SwitchTo connect and turn on the KVM switch Setting up the network Connecting a KVM server module to each target deviceTo connect a KVM server module to a target device Adjusting mouse settings Connecting local peripheral devicesTo connect local peripheral devices to the KVM switches Verifying Ethernet connections Local user AP5615 switch main Tiering Multiple KVM SwitchesAP5602 switch tiered ACI port Supported browsers Installing And Starting Up The Web InterfaceTo tier multiple KVM switches Launching the web interface Installing the software Installing And Starting Up The Network Access SoftwareHardware configuration requirements Supported operating systems During installation To install on Linux operating systemsMount -t iso9660 devicefile mountpoint Opening the software Uninstalling the softwareTo uninstall the software on Linux To open the software on Microsoft Windows Rack mount safety considerations Rack Mounting a KVM SwitchSetting up the software To set up the software Installing a rack mounting bracket To install a rack mounting bracket Controlling The Switching System From The Analog Port Starting The OSD OSD interface status symbols Symbol Description Connecting a User To a Target DeviceTo set a screen delay To select a target device To select the previously selected target device Using The OSDTo disconnect the user from a target device Configuring The KVM Switch And The OSD To configure the KVM switch and the OSD interface Assigning target device names To access the Names windowTo assign names to target devices Assigning device types Changing the display behavior To select a key combination to start the OSD interface Selecting display languageControlling the status flag To select a language for the OSD Click Setup Flag Setting the keyboard country codeTo specify the status-flag settings Click Set Position To disable the screen saver Setting KVM switch securityTo enable the screen saver To change the keyboard country code To disable password protection Setting The Preemption WarningTo set or change a password To view or change the preemption warning settings Displaying version information Managing Target Device Tasks Using The OSDTo access the Commands window To view version information Resetting the keyboard and mouse Viewing the display configurationViewing and disconnecting user connections Upgrading the firmware To reset the local mouse and keyboard Power Controlling DevicesPower window To turn on, turn off or cycle power to a device Click Setup PDUs PDU Settings windowTo view/modify PDU settings PDUs window PDU Inlets window To view/modify PDU Inlet settingsTo view/modify PDU Outlet settings PDU Outlets window Scanning The Switching System To add target devices to the scan list To cancel scan mode Running Switching System DiagnosticsTo start the Scan mode Diagnostic test details Test Description Diagnostic test details To run diagnostic testsTo access the Broadcast window Broadcasting To Target Devices To broadcast to selected target devices To turn broadcasting off About the Network Access Software Window Features Network Access Software To manually add a KVM switch with an assigned IP address Adding a KVM SwitchCustomizing the window display To discover a KVM switch by IP address Network Access Software Accessing Target Devices Accessing KVM SwitchesTo log in to a KVM switch To access a target device To search for a target device in the local database Accessing CPS target devicesEnable the Launch built-in application checkbox To auto search by typing in the Unit list To configure Telnet access directly to a server General properties Launching The VNC Or RDP ViewerCustomizing Properties To view or change general properties Viewing and changing network properties for a target device Viewing and changing network properties for a KVM switchTo view or change network properties for a KVM switch Information properties To change information properties Connections propertiesVNC Properties To view connections properties To change VNC properties RDP PropertiesTo change RDP properties Telnet properties To change Telnet properties Customizing Options Viewing and changing general options To change custom field names Default browserCustom field names Selected view on startup DirectDraw support Windows only To view or change the default browserHTTP/HTTPS options To view or change DirectDraw support To change VNC options VNC optionsRDP options To change RDP options Telnet options To change Telnet options Assigning Units Managing FoldersTo create a folder Deleting Units To delete a unit To delete a target device Type, Site, Department or Folder Renaming UnitsTo rename a unit Type, Site, Department or Folder Target device name displays Target device namingSorting Exporting a database Managing The Software DatabaseSaving and loading a database To save a database To export a database To change the network settings Accessing Servers From The Web InterfaceViewing and Configuring KVM Switch Settings Web Interface Server Status Symbols Symbol Description To change sessions settings Click the KVM Switch- Sessions To add or modify a user Setting up user accountsUser Access Level Rights Appliance Operations Administrator User To delete a user To change the user passwordLocking and unlocking user accounts To unlock an account To configure general Snmp settings Enabling and configuring SnmpTo disable the Security Lockout feature To specify the length of time a user account remains locked Viewing and resynchronizing server connections Viewing and configuring tiered switch connectionsEnabling individual Snmp traps Modifying a server name Viewing the KVM server modules Viewing KVM Switch Version InformationKVM server modules sub-category Upgrading Firmware To reset a KVM server moduleTo view version information for a KVM server module Click the Upgrade KVM switch Firmware button To upgrade KVM switch firmwareTo simultaneously upgrade multiple KVM server modules Controlling User Status Rebooting Your SystemTo upgrade KVM server module firmware individually To disconnect a user session To read and save a configuration file from a KVM switch Managing KVM Switch Configuration FilesTo reboot your system To restore a configuration file to a KVM switch To restore a user database file to an KVM switch To save a user database from a KVM switchManaging User Databases Managing Rack PDUs To configure a rack PDUTo configure a device connected to a rack PDU To control the state of a device connected to a rack PDU Web Interface To access the Video Viewer About The Video Viewer To close a Video Viewer session Video Session TypesVideo session types Session types Icons Description Preemption of a user by an administrator Using PreemptionIcon is visible for a scan mode session Preemption of a local user/administrator by an administrator To preempt the current user To enable exclusive KVM sessions on a KVM switch Using Exclusive ModeTo access the Video Viewer in exclusive mode Sharing a digital connection Digital Share ModeTo configure a KVM switch to share KVM sessions To share a digital connection Using Stealth Mode To enable stealth KVM sessions on a KVM switch To monitor a target device in stealth mode Setting scan options Using Scan ModeAccessing scan mode To access scan mode Using The Thumbnail Viewer Managing the scan sequence To set target device credentials from the Thumbnail Viewer Video Viewer To disable full screen mode Adjusting The ViewTo enable full screen mode To enable automatic or manual scaling Additional video adjustment Manual Video Adjust window Manual Video Adjust window areas Area Description Adjusting Mouse OptionsTo change the mouse cursor setting Cursor type To change the terminating keystroke for single cursor mode Adjusting General OptionsSingle cursor mode To adjust general options Setting the Toolbar Hide Delay time Adjusting The Video Viewer ToolbarUsing Macros To change the Toolbar Hide Delay time Selecting the macro group to display Sending macrosTo display macro groups in the Macros menu Before You Begin Virtual Media OverviewVirtual media and USB 2.0 constraints Booting a computer using virtual memory Virtual media restrictions To enable or disable virtual media Connecting Local Virtual MediaConfiguring Virtual Media Remotely Enabling/disabling virtual media To set virtual media options using the web interface Connecting Virtual Media RemotelySetting virtual media options Click the Configure tab, then click Appliance Virtual Media Virtual Media sessions RequirementsSharing and preemption considerations Virtual media window To open a virtual media session Virtual media session settingsVirtual media session settings Setting Description To map a virtual media drive To unmap a virtual media drive To display virtual media drive details Click USB Reset Resetting USB media devicesClosing a virtual media session Ldap authentication priority Ldap Authentication Configuration ParametersLdap parameters Select Appliance Authentication Server To configure Ldap authentication priority parametersTo configure Ldap server parameters Ldap server parameters Select Appliance Authentication Search To configure Ldap search parametersLdap query parameters KVM switch and target device query modes Setting up Active Directory for performing queries To configure Ldap query parametersSelect Appliance Authentication Query To set up group queries Repairing damaged firmware Appendix a Flash UpgradesTo upgrade the KVM switch firmware using the web interface To update Network Access Software Updating Network Access SoftwareTo repair damaged firmware Appendix B UTP Cabling Wiring standardsTable B.1 UTP wiring standards Pin UTP copper cabling Cabling installation, maintenance and safety tips Appendix C Keyboard And Mouse Shortcuts Table C.1 Divider pane keyboard and mouse shortcuts 110 Appendix D Sun Advanced Key Emulation Table D.1 Sun Key Emulation Sun Key US PS/2 Key Combination 112 Appendix E Ports Used By The Software TCP Network Connection Appendix F Product SpecificationSerial Port Local Port Ambient atmospheric condition ratings Safety and EMC approvals and markingsUser Consoles 116 117 Using the documentation TroubleshootingAppendix G Getting Help And Technical Assistance Appendix H Notices TrademarksPage APC 990-3256A 590-800-501C