About Cisco Support Tools Documentation | Cisco Systems 1.0 (1)

About Cisco Support Tools Documentation

Welcome to the User Guide for Cisco Support Tools, version 1.0(1). This guide contains:

•An overview of Support Tools

•Installation and configuration instructions

•Instructions for using the Support Tools Dashboard

•Instructions for using Support Tools utilities from the Support Tools Dashboard

•Instructions for using Support Tools utilities from a command-line

Audience

This guide is intended for all Support Tools users, including individuals who deploy, install, administer, and use the product. It assumes that readers are familiar with:

•For Support Tools installation specialists: The platforms and operating systems on which Cisco ICM (Enterprise, Hosted, and IPCC) runs; basic Web server and firewall configuration.

•For Support Tools users: Cisco ICM and ICM components; the platforms and operating systems on which ICM runs.

Cisco Support Tools 1.0 User Guide

About Cisco Support Tools Documentation 6

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Cisco Systems 1.0 (1) manual About Cisco Support Tools Documentation, Audience

Contents

May Updated January Cisco Support Tools User GuideRelease Table of Contents Section I. Using Cisco Web Utilities Section II. Using Cisco Web Utilities from the DashboardSection IV. Using Cisco Common Utilities 152 Section V. Using Common Utilities 204 Part 5 Reference 276 About Cisco Support Tools Documentation Audience To Access Support Tools Documentation Support Tools Documentation Set Support Tools Document Conventions Part 1 Support Tools Overview Key Features About Cisco Support ToolsSee Also About Cisco Support Tools 1.01 About Support Tools Components Support Tools ServerSupport Tools Node See Also About Support Tools Network Topology About Support Tools Network Topology Utility Installation Locations About Support Tools UtilitiesNon-Dashboard Utilities Command-Line vs GUI Access Privileged Utilities Support Tools Utilities List Cisco Web Utilities Cisco Common Utilities ICM Common Utilities All Support Set of files Tools nodes Findstr Qualified DNS of the current systems Windows NT Accessing Dashboard About the Support Tools DashboardDashboard Privileges See Also About Support Tools Security About Support Tools Platforms ICM PlatformSupport Tools Server Platform Support Tools Node Platform Support Tools Dashboard Browser Support Frequently Asked Questions About Support Tools See Also Part 2 Installing and Configuring Support Tools Section I. Installing Support Tools Collect information for the install About Installing Support ToolsSupport Tools Installation Tasks Create the Support Tools privileged user group Install the Support Tools Server Install the Support Tools NodeCreate the Distinguished User Account Post-Installation Configuration Enable ports for Support ToolsTest the installation See Also How to Collect Information for a Support Tools Installation About the Network Time Server See Also How to Create Support Tools User Groups To Create Support Tools User GroupsCreating Local Accounts on the Support Tools Server See Also How to Create the Distinguished User Account How to Create the Distinguished User Account Cisco Support Tools 1.0 User Guide Support Tools Server Hardware Prerequisites Support Tools Server Software PrerequisitesAdditional Software Prerequisites Network Access to ICM Nodes How to Install the Support Tools Server To Install the Support Tools Server Cisco Support Tools 1.0 User Guide See Also Support Tools Node Hardware Prerequisites Support Tools Node Software Prerequisites How to Install the Support Tools Node To Install the Support Tools Node See Also How to Enable Ports for Support Tools Tomcat Http and Https PortSupport Tools Listening Port How to Enable Ports for Support Tools How to Test the Support Tools Installation To Access the Support Tools DashboardTo Test the Connection to a Support Tools Node How to Test the Support Tools Installation Section II. Configuring Support Tools About Configuring Support Tools How to Modify Support Tools Basic Configuration To Modify Support Tools Server Configuration To Modify Support Tools Node Configuration See Also How to Disable Continuous Virus Scan for the Repository How to Configure the Dashboard Login for SSL To Configure the Dashboard Login for SSL Http//hostname8188 How to Modify the Process Information List Modifying the Process Information List Distributing a Modified Process Information List See Also To Install WMI Section III. Uninstalling/Reinstalling Support Tools How to Uninstall Support Tools To Uninstall the Support Tools ServerTo Uninstall the Support Tools Node See Also How to Re-Install Support Tools Restoring Customized .bak Files After Re-installation SSL INF\ Part 3 Using the Support Tools Dashboard Selecting a System to Work With About Using the Dashboard for the First TimeAccessing Utilities in the Dashboard Adding a System to the System List Navigating and Refreshing Pages in the Dashboard 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 How to Use the System Management Screen To Add a Node to the System ListTo Test the Connection to a Node To Delete a Node from the System List To delete a Support Tools node from the system list How to End a Dashboard Session About Dashboard Troubleshooting Login/Connection Problems Utility Problems Administrator if you believe you Part 4 Using Support Tools Utilities Section I. Using Cisco Web Utilities About Cisco Web Utilities Cisco Web Utilities at a Glance Section II. Using Cisco Web Utilities from the Dashboard OS/Hardware Information How to Use the System Interrogate ScreenTo View System Information ICM Information ICM Node To Save System Information to a File Third-Party Information See Also How to Use the Registry Screen To View an ICM RegistryViewing Registries for Multiple Customer Instances To Save Registry Settings to a File How to Use the Files Screen To View a Saved File To Rename a File To Delete a FileTo Download a File How to Use the Compare Registries Screen To Compare the Current System to AnotherTo 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 Viewing Registry Keys for Multiple Customer Instances To Save a Registry Comparison to a File See Also How to Use the Processes Screen To View ProcessesTo Terminate a Process To Save the Processes List to a File How to Use the Services Screen To View Services To Stop or Start a Service To Save the Services List to a FileStopping and Starting Dependent Services See Also How to Use the Log Collector Products Supported for Log CollectionLog Collection General Steps What are Merged Logs? Merge Log LimitationsViewing Entries in Merged Logs For example, an ICM log entry might be prefaced by How to Use the Create Log Group Screen To Create a Log Group See Also 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 How to Use the Create Log Collection Screen To Create a Log Collection How to Use the Log Collector How to Use the Log Collections Screen To View Details of Log CollectionsTo Download Collected Logs To Delete a Log Collection Log File Naming Conventions Section III. Using Cisco Web Utilities from a Command Line About Using Cisco Web Utilities from a Command Line Command-Line Mode vs Interactive ModeWeb Utilities Location Selecting a System to Use Selecting a Different Target SystemSelecting a Different Application Server Getting Help for Command Line Tools Saving, Viewing, and Retrieving FilesEmbedded Spaces Example view my file.txt How to Use the Services Utility from a Command Line To Access the Services Utility from a Command LineUsing the Services Utility from a Command Line Command Line Options Command Description Example Viewing and Stopping a Service Examples See Also How to Use the Processes Utility from a Command Line To Run the Processes Utility from a Command LineUsing the Processes Utility from a Command Line Command Line Options Viewing and Killing a Process See Also To Run the System Interrogate Utility from a Command Line Using the System Interrogate Utility from a Command Line Download Viewing System Information 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 Viewing Registry Information See Also To Run the Compare Registries Utility from a Command Line Using the Compare Registries Utility from a Command Line Another, or from a file to a registry, using values Performing a Registry Comparison Copying Key Values from one Registry to Another See Also 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 Creating a Log Group Lgtool loggera How to Use the Log Collection Utility from a Command Line To Run the Log Collection Utility from a Command LineUsing the Log Collection Utility from a Command Line Alg loggroupname Creating a Log Collection Request Downloading Collected Logs Regardless of the extension specified, is always Zip Section IV. Using Cisco Common Utilities Accessing Cisco Common Utilities About Cisco Common UtilitiesCisco Common Utilities Locations Cisco Common Utilities at a Glance Utility Name Description Cisco Support Tools 1.0 User Guide 156 Cisco Support Tools 1.0 User Guide 157 How to Use the CICMan Utility To Access CICMan from the DashboardTo Access CICMan from a Command Line on a Node Using CICMan Parameter Descriptions How to Use the CTITest Utility To Access CTITest from the DashboardTo Access CTITest from a Command Line on a Node Using CTITest Configuring CTITest Opening a Session Logging Pri /skill N.pri About Cisco Common Utilities To Access DBDiff from a Command Line on a Node How to Use the DBDiff UtilityTo Access DBDiff from the Dashboard Using DBDiff Cisco ICM Administrator Guide To Access DumpCfg from a Command Line on a Node How to Use the DumpCfg UtilityTo Access DumpCfg from the Dashboard Using DumpCfg See Also How to Use the Icmdba Utility Accessing Icmdba To Access MPTrace from a Command Line on a Node How to Use the MPTrace UtilityTo Access MPTrace from the Dashboard Using MPTrace Command Line Options To Access Nicroi from a Command Line on a Node How to Use the Nicroi UtilityTo Access Nicroi from the Dashboard Method Using Nicroi Using Tracing in NicroiLog Files Roilog.txt File Setting the Download Directory Examples With SFK 4 Tracing To Access NMStart from a Command Line on a Node How to Use the NMStart UtilityTo Access NMStart from the Dashboard Using NMStart See Also To Access NMStop from a Command Line on a Node How to Use the NMStop UtilityTo Access NMStop from the Dashboard Using NMStop For example c\ nmstop cisco pg3a How to Use the OPCTest Utility To Access OPCTest from the DashboardTo Access OPCTest from a Command Line on a Node Using OPCTest Example Debug Information Exiting and Quitting OPCTest How to Use the Procmon Utility To Access Procmon from the DashboardTo Access Procmon from a Command Line on a Node Using Procmon Process-Specific and Troubleshooting CommandsBasic Commands Samples This section examines some sample Procmon output Cisco Support Tools 1.0 User Guide See Also How to Use the RTRTrace Utility Accessing RTRTrace How to Use the RTTest Utility To Access RTTest from the DashboardTo Access RTTest from a Command Line on a Node Using RTTest Status OutputStatus Output Process Process LastStateChange LastHeartBeat Status Output Controller Status Output Peripheral Parameter Descriptions Peripheral LastStateChange LastHeardFrom Cisco Support Tools 1.0 User Guide Turning up ICM Call Router Tracing with RTTest Cisco Support Tools 1.0 User Guide Turning Off Debug Tracing in RTTest Ending an RTTest Session How to Use the SS7NICTrace Utility Accessing SS7NICTrace How to Use the VRUTrace Utility To Access VRUTrace from the DashboardTo Access VRUTrace from a Command Line on a Node Using VRUTrace Section V. Using Common Utilities Common Utilities Locations Accessing Common UtilitiesAbout Common Utilities Common Utilities at a Glance All Support Set of files Tools nodes Findstr Current system, including protocol Touch How to Use the Arp -a Utility To Access Arp -a from the DashboardExample Using CAT How to Use the CAT UtilityTo Access CAT from the Dashboard Syntax See Also How to Use the Chmod Utility To Access Chmod from the DashboardUsing Chmod Specifies whether the file should be writable or not How to Use the CP Utility To Access CP from the DashboardUsing CP Command Line Options How to Use the DF Utility To Access DF from the DashboardUsing DF See Also How to Use the Diff Utility To Access Diff from the DashboardUsing Diff N1 a n3,n4 N1,n2 d n3 N1,n2 c n3,n4 Page How to Use the DU Utility To Access DU from the DashboardUsing DU See Also How to Use the FGrep Utility To Access FGrep from the DashboardUsing FGrep See Also How to Use the Findstr Utility To Access Findstr from the DashboardUsing Findstr $ Line position end of line See Also How to Use the Grep Utility To Access Grep from the DashboardUsing Grep +c*de?f\*$ See Also How to Use the Head Utility To Access Head from the DashboardUsing Head See Also How to Use the IPConfig -all Utility To Access IPConfig -all from the Dashboard About Common Utilities Cisco Support Tools 1.0 User Guide How to Use the ISQL/W Utility Accessing ISQL/W How to Use the LS Utility To Access LS from the DashboardUsing LS ? Display program description See Also How to Use the MV Utility To Access MV from the DashboardUsing MV Command Line Options How to Use the NBTStat Utility To Access NBTStat from the DashboardUsing NBTStat About Common Utilities Cisco Support Tools 1.0 User Guide How to Use the Net Session Utility To Access Net Session from the Dashboard How to Use the Net Statistics Server Utility To Access Net Statistics Server from the Dashboard About Common Utilities Cisco Support Tools 1.0 User Guide How to Use the Net Statistics Workstation Utility To Access Net Statistics Workstation from the Dashboard See Also How to Use the NetStat Utility To Access NetStat from the DashboardUsing NetStat See Also How to Use the NSLookup Utility To Access NSLookup from the DashboardUsing NSLookup How to Use the PathPing Utility To Access PathPing from the DashboardUsing PathPing See Also How to Use the Ping Utility To Access Ping from the DashboardUsing Ping See Also How to Use the PStat Utility To Access PStat from the Dashboard See Also How to Use the RM Utility To Access RM from the DashboardUsing RM See Also How to Use the Route -print Utility To Access Route -print from the Dashboard About Common Utilities Cisco Support Tools 1.0 User Guide How to Use the Shutdown Tool Utility To Access Shutdown from the Dashboard How to Use the Sqlew Utility Accessing Sqlew How to Use the Stopshut Utility To Access Stopshut from the DashboardUsing Stopshut How to Use the Strings Utility To Access Strings from the DashboardUsing Strings See Also How to Use the Tail Utility To Access Tail from the DashboardUsing Tail See Also How to Use the Touch Utility To Access Touch from the DashboardUsing Touch See Also How to Use the Tracert Utility To Access Tracert from the DashboardUsing Tracert How to Use the WC Utility To Access WC from the DashboardUsing WC Example How to Use the Which Utility To Access Which from the DashboardUsing Which See Also How to Use the WinMSD Utility Accessing WinMSD Part 5 Reference How to Stop and Start the Support Tools Dashboard/Tomcat To Stop or Start the Support Tools Dashboard/Tomcat How to Stop and Start the Support Tools Server To Stop or Start the Support Tools Server How Stop and Start the Node Agent Service To Stop or Start the Node Agent Service How to Confirm the Support Tools Build Number To Confirm the Support Tools Build Number To Open a Technical Assistance Call Cisco Support for Support ToolsOnline Resources Providing Information to TAC Telephone North America Outside North America Copyright Doc Version Index Dbdiff, 153 Https Processes and Services, 86, 101 Servlet Engine Sessions Ending in Dashboard Shutdown utility Software requirements, 43 URL