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Cisco Systems 1.0 (1) Frequently Asked Questions About Support Tools

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Cisco Support Tools 1.0 User Guide Frequently Asked Questions About Support Tools 29

Frequently Asked Questions About Support Tools

This section gives brief answers some to some common questions about Support

Tools. All of the subjects addressed here are described in greater detail elsewhere in

this guide.

What is the benefit of Support Tools?

Support Tools provides a common interface (the Support Tools Dashboard) to

approximately fifty utilities you can use to examine and troubleshoot Cisco ICM

components.

What ICM version does Support Tools 1.0(1) work with?

Support Tools 1.0(1) is designed to work with ICM 5.0 and 6.0 (Enterprise, Hosted

and IPCC). Earlier ICM versions are not supported.

What components make up Support Tools?

The Support Tools Server provides the engine and interface through which users

access Support Tools utilities. The Support Tools Node is the listening agent that

allows the Support Tools Server to interact with ICM components.

Where do I install the Support Tools Server?

The Support Tools Server can be installed on a client ICM Admin Workstation (AW) or

(recommended) on its own dedicated network machine.

Caution: Because Support Tools Server installs the Apache Tomcat Web Server as a

service, and with specific port requirements, DO NOT install it on a machine with a

pre-existing installation of Tomcat in use by other applications.

Where do I install the Support Tools node?

The Support Tools node should be installed on each ICM component that you want to

manage with Support Tools. See About Support Tools Platforms for a complete list of

supported components.

What performance impact will running Support Tools have on my ICM

system?

Support Tools processes run silently with minimum performance impact. It is

recommended that: 1) the Support Tools Server be installed on its on its own

dedicated machine, 2) because of the possible need to reboot, the Support Tools

node be installed on ICM components during an off-production maintenance period,

3) large log collections be performed at times of low system traffic, and 4) the

Support Tools Repository and its subdirectories be excluded from continuous virus

scans.

Who can use Support Tools?

Contents

Main Table of Contents Page Page Page About Cisco Support Tools Documentation Audience The Support Tools Documentation Set To Access Support Tools Documentation Support Tools Document Conventions Page About Cisco Support Tools 1.0(1) Key Features See Also Page About Support Tools Components The Support Tools Server The Support Tools Node Page About Support Tools Network Topology Page About Support Tools Utilities Utility Installation Locations Non-Dashboard Utilities Privileged Utilities Command-Line vs GUI Access Support Tools Utilities List Page Page Page Page Page About the Support Tools Dashboard Accessing the Dashboard Dashboard Privileges Page About Support Tools Security About Support Tools Platforms ICM Platform Support Tools Server Platform Support Tools Node Platform Support Tools Dashboard Browser Support See Also Frequently Asked Questions About Support Tools Page Page Page About Installing Support Tools Support Tools Installation Tasks Page Post-Installation Configuration Page How to Collect Information for a Support Tools Installation About the Network Time Server Page How to Create Support Tools User Groups To Create Support Tools User Groups Creating Local Accounts on the Support Tools Server Page How to Create the Distinguished User Account How to Create the Distinguished User Account How to Assign Directory Privileges to the Distinguished User Page About Support Tools Server Hardware and Software Prerequisites Support Tools Server Hardware Prerequisites Support Tools Server Software Prerequisites Network Access to ICM Nodes See Also How to Install the Support Tools Server To Install the Support Tools Server Page Page About Support Tools Node Hardware and Software Prerequisites Support Tools Node Hardware Prerequisites Support Tools Node Software Prerequisites See Also How to Install the Support Tools Node To Install the Support Tools Node Page How to Enable Ports for Support Tools Tomcat HTTP and HTTPS Port Support Tools Listening Port See Also Page How to Test the Support Tools Installation To Access the Support Tools Dashboard To Test the Connection to a Support Tools Node See Also Page Page About Configuring Support Tools How to Modify Support Tools Basic Configuration To Modify Support Tools Server Configuration To Modify Support Tools Node Configuration Page How to Disable Continuous Virus Scan for the Repository How to Configure the Dashboard Login for SSL To Configure the Dashboard Login for SSL Page How to Modify the Process Information List Modifying the Process Information List Page Page How to Configure SQL for Use with the System Interrogate Tool To Install WMI See Also Page How to Uninstall Support Tools To Uninstall the Support Tools Server To Uninstall the Support Tools Node Page How to Re-Install Support Tools Restoring Customized .bak Files After Re-installation Page Page About Using the Dashboard for the First Time Accessing Utilities in the Dashboard Selecting a System to Work With Adding a System to the System List Navigating and Refreshing Pages in the Dashboard See Also How to Access the Support Tools Dashboard How to Use the Select System Screen To Select the Current System To Add a Support Tools Node to the System List See Also How to Use the System Management Screen To Add a Node to the System List To Test the Connection to a Node Page How to End a Dashboard Session About Dashboard Troubleshooting Login/Connection Problems Utility Problems Page Page Page About Cisco Web Utilities Cisco Web Utilities at a Glance Page How to Use the System Interrogate Screen To View System Information Page To Save System Information to a File Page How to Use the Registry Screen To View an ICM Registry To Save Registry Settings to a File See Also How to Use the Files Screen To View a Saved File To Rename a File To Delete a File To Download a File How to Use the Compare Registries Screen To Compare the Current System to Another To Compare the Current System to a Saved Registry File To Compare Two Saved Registry Files Understanding the Compare Registries Display To Copy Key Values Between Registries and Files To Save a Registry Comparison to a File Page How to Use the Processes Screen To View Processes To Terminate a Process To Save the Processes List to a File See Also How to Use the Services Screen To View Services To Stop or Start a Service To Save the Services List to a File Page How to Use the Log Collector Products Supported for Log Collection Log Collection: General Steps What are Merged Logs? Page How to Use the Create Log Group Screen To Create a Log Group Page How to Use the Log Groups Screen To View Details of a Log Group To Edit a Log Group Definition To Rename a Log Group To Delete a Log Group See Also How to Use the Create Log Collection Screen To Create a Log Collection Page How to Use the Log Collections Screen To View Details of Log Collections To Download Collected Logs To Delete a Log Collection See Also Page About Using Cisco Web Utilities from a Command Line Web Utilities Location Command-Line Mode vs Interactive Mode Selecting a System to Use Saving, Viewing, and Retrieving Files Getting Help for Command Line Tools Embedded Spaces Page How to Use the Services Utility from a Command Line To Access the Services Utility from a Command Line Using the Services Utility from a Command Line Page Page Page How to Use the Processes Utility from a Command Line To Run the Processes Utility from a Command Line Using the Processes Utility from a Command Line Page Page Page How to Use the System Interrogate Utility from a Command Line To Run the System Interrogate Utility from a Command Line Using the System Interrogate Utility from a Command Line Page For related information, see: How to Use the Registry Utility from a Command Line To Run the Registry Utility from a Command Line Using the Registry Utility from a Command Line Page Page How to Use the Compare Registries Utility from a Command Line To Run the Compare Registries Utility from a Command Line Using the Compare Registries Utility from a Command Line Page Page Page How to Use the Log Groups Utility from a Command Line To Run the Log Groups Utility from a Command Line Using the Log Groups Utility from a Command Line Page Page How to Use the Log Collection Utility from a Command Line To Run the Log Collection Utility from a Command Line Using the Log Collection Utility from a Command Line Page Page Page Page Page About Cisco Common Utilities Accessing Cisco Common Utilities Cisco Common Utilities Locations Cisco Common Utilities at a Glance Page Page Page How to Use the CICMan Utility To Access CICMan from the Dashboard To Access CICMan from a Command Line on a Node Using CICMan See Also How to Use the CTITest Utility To Access CTITest from the Dashboard To Access CTITest from a Command Line on a Node Using CTITest Page Page Page How to Use the DBDiff Utility To Access DBDiff from the Dashboard To Access DBDiff from a Command Line on a Node Using DBDiff Page How to Use the DumpCfg Utility To Access DumpCfg from the Dashboard To Access DumpCfg from a Command Line on a Node Using DumpCfg Page How to Use the ICMDBA Utility Accessing ICMDBA See Also How to Use the MPTrace Utility To Access MPTrace from the Dashboard To Access MPTrace from a Command Line on a Node Using MPTrace Page How to Use the NICROI Utility To Access NICROI from the Dashboard To Access NICROI from a Command Line on a Node Using NICROI Page Page Page How to Use the NMStart Utility To Access NMStart from the Dashboard To Access NMStart from a Command Line on a Node Using NMStart Page How to Use the NMStop Utility To Access NMStop from the Dashboard To Access NMStop from a Command Line on a Node Using NMStop Page How to Use the OPCTest Utility To Access OPCTest from the Dashboard To Access OPCTest from a Command Line on a Node Using OPCTest Page Page Page How to Use the Procmon Utility To Access Procmon from the Dashboard To Access Procmon from a Command Line on a Node Using Procmon Process-Specific and Troubleshooting Commands Samples Page Page How to Use the RTRTrace Utility Accessing RTRTrace See Also How to Use the RTTest Utility To Access RTTest from the Dashboard To Access RTTest from a Command Line on a Node Using RTTest Within the Status Process output, LastStateChange contains these fields: Page Parameter Descriptions Page Turning up ICM Call Router Tracing with RTTest Page Page How to Use the SS7NICTrace Utility How to Use the VRUTrace Utility To Access VRUTrace from the Dashboard To Access VRUTrace from a Command Line on a Node Using VRUTrace See Also Page About Common Utilities Accessing Common Utilities Common Utilities Locations Common Utilities at a Glance Page Page Page How to Use the Arp -a Utility To Access Arp -a from the Dashboard Example See Also How to Use the CAT Utility To Access CAT from the Dashboard Using CAT Page How to Use the CHMOD Utility To Access CHMOD from the Dashboard Using CHMOD Page How to Use the CP Utility To Access CP from the Dashboard Using CP Page How to Use the DF Utility To Access DF from the Dashboard Using DF Page How to Use the Diff Utility To Access Diff from the Dashboard Using Diff Page Page How to Use the DU Utility To Access DU from the Dashboard Using DU Page How to Use the FGrep Utility To Access FGrep from the Dashboard Using FGrep Page How to Use the Findstr Utility To Access Findstr from the Dashboard Using Findstr Page Page How to Use the Grep Utility To Access Grep from the Dashboard Using Grep Page Page How to Use the Head Utility To Access Head from the Dashboard Using Head Page How to Use the IPConfig -all Utility To Access IPConfig -all from the Dashboard Example Page How to Use the ISQL/W Utility Accessing ISQL/W See Also How to Use the LS Utility To Access LS from the Dashboard Using LS Page Page How to Use the MV Utility To Access MV from the Dashboard Using MV Page How to Use the NBTStat Utility To Access NBTStat from the Dashboard Using NBTStat Page How to Use the Net Session Utility To Access Net Session from the Dashboard See Also How to Use the Net Statistics Server Utility Page How to Use the Net Statistics Workstation Utility To Access Net Statistics Workstation from the Dashboard Example Page How to Use the NetStat Utility To Access NetStat from the Dashboard Using NetStat Page How to Use the NSLookup Utility To Access NSLookup from the Dashboard Using NSLookup See Also How to Use the PathPing Utility To Access PathPing from the Dashboard Using PathPing Page How to Use the Ping Utility To Access Ping from the Dashboard Using Ping Page How to Use the PStat Utility To Access PStat from the Dashboard Example Page How to Use the RM Utility To Access RM from the Dashboard Using RM Page How to Use the Route -print Utility Page How to Use the Shutdown Tool Utility To Access Shutdown from the Dashboard See Also How to Use the SQLEW Utility Accessing SQLEW See Also How to Use the Stopshut Utility To Access Stopshut from the Dashboard Using Stopshut See Also How to Use the Strings Utility To Access Strings from the Dashboard Using Strings Page How to Use the Tail Utility To Access Tail from the Dashboard Using Tail Page How to Use the Touch Utility To Access Touch from the Dashboard Using Touch Page How to Use the Tracert Utility To Access Tracert from the Dashboard Using Tracert See Also How to Use the WC Utility To Access WC from the Dashboard Using WC Page How to Use the Which Utility To Access Which from the Dashboard Using Which Page How to Use the WinMSD Utility Accessing WinMSD See Also Page How to Stop and Start the Support Tools Dashboard/Tomcat To Stop or Start the Support Tools Dashboard/Tomcat See Also How to Stop and Start the Support Tools Server To Stop or Start the Support Tools Server See Also How Stop and Start the Node Agent Service To Stop or Start the Node Agent Service See Also How to Confirm the Support Tools Build Number Cisco Support for Support Tools Online Resources To Open a Technical Assistance Call Page Copyright Page Index