Appendix J Product Support Services | SMC Networks 6.20 specs

APPENDIX J

PRODUCT SUPPORT SERVICES

SMC is an international corporation that offers worldwide technical support. Many of these services are available 24 hours a day.

To help us serve you more effectively, please have the following information available before calling SMC:

•A list of files in your EliteView directory (C:\EV60)

•Detailed information about your network adapter

Technical Support Information

Be prepared to provide the following information:

Table J-1 Technical Support Information

Information	Example

Version of EliteView you are using.	6.20

Network adapter: manufacturer and model.	SMC EZ Card 10/100 (SMC1211TX/WL)

Exact wording of any error messages you may have seen.	Packet Driver not loaded

Step-by-step description of what happened and what you were doing	1. Double-clicked on EliteView icon
when the problem occurred.	2. Saw error message

Description of the actions you have taken to correct the problem	Re-booted computer

Anything else we should know about your computer or installation	Computer soaked by Great Flood of '93

Technical Support

For Technical Support, Call:

From U.S.A. and Canada (24 hours a day, 7 days a week) (800) SMC-4-YOU; (949) 679-8000; Fax: (949) 679-1481

From Europe - http"//www.smc.com for Technical Support contact information.

J-1

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SMC Networks 6.20 manual Appendix J Product Support Services, Technical Support Information, Information Example

Contents

Management Guide Page EliteView User Guide Trademarks Licence Agreement Limited Warranty Limitation of Liability and Damages Additional References About This GuideGeneral Manual Coverage Conventions Used in this ManualPage Contents Network Tools Collecting Data with Log Manager Snmp MIB Management Managing Events Using Rmon CodeBase 6.0 DLL Sub-License Agreement G-1 Glossary Index Xiii Tables Xiv General Description Chapter Introduction Application Interface Management Functions EliteView includes the following features Features of EliteView Introduction Installation for EliteView Chapter InstallationSystem Requirements To Start Setup Using Setup to Install EliteView Event-Driven, Modular Architecture Chapter Getting StartedOverview Network Interface EliteView Modules Log Utilities DiscoveryEliteView Main Program Event Manager Report MIB CompilerMIB-2 Viewer Name Database Manager Trap Manager Tftp Server Data Logging and Event Management How the Event Manager Works Starting EliteView Platform Using the Main EliteView Program Menu Label Description EliteView Program Menu Definitions Button Label Description EliteView Program Toolbar Configuring the Toolbar Configuring Polling ParametersStatus Bar Quick Guide to Map Building Command MenuCreating a Network Map Discovery Using Discovery Menu Description Protocol selection and advanced settingsMenu Definitions Discovery Menu Definitions To automatically discover devices Field Description for Discovery Setup MenuField Description To automatically discover devices in a community Name Database Manager Name Database Manger Editing Tools Adding a New EntryDeleting Device Entries Updating Device Entries Searching for Device Entries Creating Network Maps Menu Description for Map Functions Menu Description for Map Functions Map Editing Toolbar Buttons Map Add New Object Dialog Box Editing Map ObjectsAdding a Map Object Map Generic Device Types UDP Sample Configuration Moving Objects Modifying ObjectsDeleting Objects Duplicating Objects Map Limitations Object Status Chapter Network Tools Setting Addresses with the Bootp ServerBootp Protocol How EliteView’s Bootp protocol works Parameter Description Example Starting the Bootp ServerTo open the Bootp Database Bootp Server Dialog Box Adding and Modifying Node Information Adding a Node to the Bootp ServerTo add a new node Adding Filename Mappings To define a default address with IP and physical addresses Default InformationProbing Devices with the Alive Test Statistics Description Example To adjust parameters for the Alive TestTo select a target device Alive Test Statistics Starting the Tftp Server Problem Solving with the Alive TestUsing the Tftp Server Downloading Files with the Tftp Server Tftp Process List Viewing the Tftp Process ListField Description Example To start a transfer session To telnet into a workstation using your network mapTelneting to Other Computers on the Network Fetching Files from Other Servers File Menu Commands Where You Are WUR Exit Device Menu CommandsSearch Remove All Self Table Option Menu CommandsSetup Learn Table Utilities Menu Commands Batch UpgradeOutput Select All Edit Menu CommandsUpgrade Tftp Server Refresh File List BackupOptions Menu Commands Load From Map Backup Stop Schedule Start Schedule Network Tools Chapter Snmp MIB Management MIB Database MIB Compiler Description Sample Display MIB Module List Starting the MIB CompilerRunning the MIB Compiler MIB Compiler Dialog Box Description Sample Display Loading a new MIB Viewing the MIB Module List Things to remember when using the MIB CompilerMIB-2 Viewer Unloading MIB modules New Open Save Save As System Information Window MIB-2 DirectorySystem Information Menu Bar Field Description for Interface Admin Window Interface AdministrationField Description for Interface Admin Window Field Description for Interface Statistics Window Interface StatisticsField Description for Interface Statistics Window Viewing Statistics Basic Functions of MIB Browser MIB BrowserAdding a Log Process Menu Definitions Menu DescriptionMIB Browser Menu Definitions Fetching Device Values Using The MIB Browser Accessing Device Values MIB Variable Textual Definitions Get Bulk Request Get Request Get Next Request Snmp MIB Management Pause Resume Abort Viewing Output Data Using the Output Options Collecting Data with LOG Manager Add/Delete/Edit Numeric Data Process Display Activate Adding a New Log Process Editing a Log Process Modifying a Log Process Field Description for Log Manager/Information Dialog BoxesField Description for Log Manager/Information Dialog Boxes Deleting a Log Process Using the Log Database ManagerLog Controls Viewing Log Data Edit Menu File Menu Filter Formula Defining Filter Formulas Syntax for Simple Expressions Filter Formula syntaxSyntax for Complex Expressions Elements of Filter Formulas Elements of Filter FormulasParameter Example Description Threshold vs. Filter Formula Defining Threshold FormulasAccuracy Threshold Formula Syntax Threshold Formula Refer to the same section under Filter Formulas Syntax Elements of Threshold Formulas Elements of Threshold Formulas Basic Functions of Chart Manager Chart Manager UtilityChart Manager Menu Definitions Editing Data Creating Log ChartsLog Chart Information About the Chart Manager Summarizing Data Displaying Graphic Charts Graph Controls Chart Manager Graph ControlTab Title Description For each line from the drop-down menu opposite the check-box Overlay point on that bar Column in the table for use in the image map Collecting Data with LOG Manager Understanding the Event Manager Chapter Managing EventsStarting the Event Manager Defining User Events Defining EventsDefining Event Actions Pre-Defined System Events Action Description Example Event Actions Event Data Parameters Description Example Event Data Limitations of Trap Messages Receiving Snmp Traps with the Trap ManagerTrap Types Report Window Menu Definitions Posting Messages to the Report WindowMenu Function Edit Menu Brief Description of Rmon Introduction Rmon Manager Probe Window Starting the Rmon Manager Rmon Manger Main Screen Rmon Groups Rmon UtilitiesGroup Description Statistics Group Control Table Statistics Group SMC6724L3 1 Interface Description Viewing StatisticsAdding or Editing an Entry in the Control Table SMC6724L3 1 Interface Description Rmon Utilities Statistics Areas Parameters Description Statistics Parameter Descriptions Statistics Menu and Tool Bar History GroupStatistics Status Bar 10 History Control Table Viewing History 11 Alarm Control Table Alarm and Event Groups May be sampled 12 Event Control Table Index Entries Host Group 13 Host Control Table 14 Host Control Table Menu and Tool Bar Descriptions Host Top N Group 15 Host Top N Menu and Tool Bar Descriptions 16 Matrix Control Table Matrix Group 16 Matrix Control Table 17 Matrix Menu and Tool Bar Descriptions Filter and Capture Groups Accepted 18 Channel and Buffer Control Table Using Rmon 19 Filter Configuration Options Data The bit pattern to filter 20 Channel and Buffer Add/Edit Dialog Box Or Always Ready 21 Separate Control Tables Channels 22 Separate Control Tables Filters 23 Separate Control Tables Buffers Using Rmon 24 Buffer Menu and Toolbar Descriptions Using Rmon To add a new MIB into the EliteView MIB database Adding a New MIB Using the MIB Compiler Node Label field, type ezRptrTotalFrames, and press Enter Managing a Third-Party Device Using the MIB Browser To set a variable in a third party device Using the Log and Event Managers to Monitor the NetworkTo use the Log Manager and Event Manager Action is recommended for routine events Table A-1 Log and Event Manager ParametersCritical events Ideal for sending a message via email or FAX Table A-2 Port Packet Reception Parameters To monitor the total packets received by the target deviceParameter Given Information Table A-3 Target Device Packet Reception Parameters Customizing EliteView to Receive Third-Party Traps To export logged data into other software Exporting Logged Data to Other Software Typical Eliteview Applications Description of Sections in NETMGR.INI Appendix B Customizing EliteviewEliteView’s Initialization Files Inside the NETMGR.INI File Parameter format conventions Changing Parameters in NETMGR.INI Table B-2 Description of Parameters in NETMGR.INI System SectionDevice Section Description of Parameters in NETMGR.INI Table B-3 Parameter Definitions for the device Section Parameter Definitions for the device SectionParameter Description Table B-4 Parameter Definitions for the tools Section Tools SectionParameter Definitions for the tools Section To edit the tools section Table B-5 Identifying Particular Tools for a Device Bitmaps Section Table B-6 Enumerating Graphic Bitmaps Table B-7 Parameter Definitions for the util Section Util SectionParameter Definitions for the util Section To edit the util section Startup Section Tftp SectionTo edit the startup section Parameter Definitions for the startup Section Discover SectionTable B-8 Parameter Definitions for the startup Section Table B-9 Parameter Definitions for the discover Section Inside the TRAP.INI FileParameter Definitions for the discover Section Description of Sections in TRAP.INI Table B-12 Parameters of the generic Section Generic SectionElements of a Trap Message Table B-11 Elements of a Trap Message To edit the enterprise section Enterprise SectionTable B-13 Parameters of the enterprise Section To edit specific traps Specific Trap SectionsTable B-14 Trap Message Parameters Example Sample of specific trap entry Table B-15 Trigger Event Parameters Customizing Eliteview Snmp Roles Appendix C Snmp EnvironmentManaging Data Table.index notation Objects \EV60\NETMGR.INI Iso origin Table C-1 Branches to the iso Origin BranchesObject Identifier Numeric Identifier RFC Reports Appendix D Technical References Table D-1 RFC Reports Networking Information RFC ReportsRFC Number Title Publisher/Year Industry-Related Documentation Technical References Optimize Your Computer System Appendix E Performance TipsMinimize Unnecessary Resources Table E-1 RFC Reports Managing Data Other Tips Managing Data Industry-Related Documentation Product Overview Appendix F SpecificationsTable F-1 Product Overview Resource and Load Management Fault ManagementInventory and Configuration Management Performance Management System Requirements Data Transfer Specifications SUB-LICENSE Agreement Appendix GDefinitions Miscellaneous Sub-LicenseTransfer Restrictions Disclaimer Possible Causes Appendix H TroubleshootingSymptoms EliteView Map Icon Stays Red Distributable Software SymptomTrap Manager MIB Variable Not Found EliteView Appendix Error Messages Cannot open submap window Create file errorDevice section error in NETMGR.INI Invalid old password Invalid retries value Invalid passwordInvalid timeout value Invalid polling interval Bootp Server Record not Found Bind to UDP socket failed with error code = %dOut of memory Out of Memory for allocation Open UDP Socket failed with error code = %d Enable receive broadcast frame error with error code %dGet bootp service info error Got Fdread message, but got length error with error code %d Network subsystem is not ready Send packet failed with error code %dSetup receive message error with error code = %d Bootp application is installed Dump all Ethernet objects to namebase failed Cannot find %%%%%%% or this bitmap file has problemCannot find IP general node in device section of NETMGR.INI Create status window not successful Initial namebase failure Dump function cannot work when searching for objectsIPX Diagnostic Service Socket open failure Dump all UDP objects to namebase failed Not enough memory to allocate for IPX packet data Open IPX channel failure. IPX protocol will be disabledNone of the SNMP/UDP or SNMP/IPX protocols work Not enough memory to allocate channel parameter structure Path= entity of bitmaps in NETMGR.INI is not specified Ipnode= entity of discover in NETMGR.INI is not correctIpxnode= entity of discover in NETMGR.INI is not correct Nwserver= entity of discover in NETMGR.INI is not correct Event Manager Icmp communication channel has terminated Enable receive broadcast frame error error code %dGot Fdread message, but got length error error code %d Get protocol information failed for icmp Receive frame for socket %d. Not for Icmp socket %d Open RAW Socket failed with error code = %dSend request failed with error code = %d Setup receive message error error code = %d Log Manager Invalid number Invalid start timeInvalid stop time LOG database is corrupt Cannot create Toolbar Cannot create MIB tree windowCannot create new output file Cannot create statistics window No Snmp Request Polling interval must not be less than timeoutLine xxx Bad Record Line xxx Invalid value will be discarded Trap error Snmp GetRequest ErrorSnmp GetNextRequest Error Snmp SetRequest Error Object list is not a tree Parser had an error Line %d Message %sError happened in merge tree node Access %s in %s near line %d is unknown Near line %d is a self-defined identifier Merge Tree ErrorError Peers with the same ID node1 = node2 = subidentifier Status %s in %s near line %d is unknown Cannot find the node’s parent Index %s is not defined in the database or MIB fileCannot find any traps for the MIB module Cannot find next node Cannot find this text Invalid search modeMIB database error Cannot find the text any more Report Tftp Server Open Tftp communication channel failed Initialize namebase failedInvalid Retry value Open Snmp communication channel failed Cannot open IFM window Get tftp service information error Receive frame from wrong socket %d Setup received message error error code = %dPort number of application is duplicate MIB variable varlabel not found Trap ManagerWinsock.dll should at least support version Invalid format in section enterprise entry Error Messages Table J-1 Technical Support Information Appendix J Product Support ServicesTechnical Support Information Technical Support Internet Mail addressestechsupport@smc.com Glossary Map IP AddressLocal Area Network LAN MAC Address Protocol TimeoutOut-of-Band Packet Winsocket Unicast Packet Index-1 Index Index-2 Page EliteViewTM