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LANDesk(R) Manager 1.51: Alert Log / Desktop Remote Usage Tips
Contents:
SKYTEL SETTINGS
Skytel's alphanumeric service is at 800 SKY-MEMO. Settings are 80 chars,
300 baud, 7 data, even parity, 1 stop (These are the defaults for the
"Generic" Service).
DESKTOP REMOTE TROUBLESHOOTING - LANDESK(R) MANAGER
Error:
"No response from Host"
Description:
This error occurs when the host PC is not answering the incoming call.
This can occur if the baud rate is too high or if the baud rate/flow
control selection on the remote PC does not match that of the host PC.
Solution:
Most Desktop Remote problems in LANDesk(R) Manager are addressed by
adjusting the settings under Configure|Communications; there are
settings for both baud rate and Flow Control. If you are having
connection problems, choose a lower baud rate and verify that the Flow
Control setting matches the setting on the Host PC. Each individual
entry in the dialing list also has a baud rate setting which can be
modified under Edit|Edit Entry.
You might also want to try a different initialization string if you are
not using a modem listed in the supported modem database.
ALERTLOG: REQUIREMENTS FOR ADMINISTRATOR'S STATION
Requirements for Administrator's Station in LANDesk(R) Manager:
NWPOPUP.EXE
In DOS, 25th line messages (or console messages) are normally displayed
by the shell (NETX/VLM/etc). However, the shell does not have the
ability to display console messages in a graphical environment, such as
Windows*. NWPOPUP is a Windows utility that grabs the message from the
shell and displays it in Windows. NWPOPUP is normally loaded by
specifying load=nwpopup.exe in the [windows] section of the WIN.INI.
LDPOPUP.EXE
LDPOPUP will intercept messages from NWPOPUP, and forward them to
AlertLog instead of displaying the message on the console. Console
notification, if desired, can still be generated from within AlertLog
itself--in addition to any other notification. LDPOPUP runs as a
minimized icon and is by default loaded in the Startup folder of the
LANDesk Control Panel.
ALERLOG.EXE
ALERTLOG is the Alert Management Utility, where all alarms are stored.
This allows the notifications for all events to be configured from a
single interface. AlertLog can give many forms of notification such as
console notification, eMail, or sending an alert to a pager or beeper.
MONITORING APPLICATION
The monitoring application, such as Traffic Monitor or Server Monitor,
should be running on the administrator's PC as well. The events or
thresholds that will trigger an alarm are configured within this
application. Refer to the documentation for the application for
instructions on establishing thresholds and generating alarms.
"MODEM IS NOT READY (OR ITS DSR SIGNAL IS DOWN)"
Symptom:
LANDesk(R) Manager error "Modem is not ready (or its DSR signal is
down). Please check your modem's cable and power connections."
Solution:
Make sure that the modem is turned on and that the serial cable hasn't
come loose. Check to see that another communications application
(Procomm Plus, Windows* Terminal, etc.) is not currently using the port.
If using a MultiTech modem, try the following init string:
AT&F&SF1&S0&C1&D2
ALERTLOG: CONFIGURING NOTIFICATION
In AlertLog, go to OPTIONS | NOTIFY. At this point, you can either
modify an exiting notification or add a new one. To add a new one,
click on the ADD button. Select the Severity, and add any additional
criteria, such as Name or Description, as appropriate. Then select the
desired action, and click on the CONFIGURE ACTION button.
Note: If additional filter criteria are selected, they must match
the values of an incoming alarm exactly, otherwise the notification will
not be triggered.
For pager notification, you must select a Service. If in doubt, use the
Generic Service. You must also select a modem, phone number, pin
number, and message. For a beeper, you will only need to input a phone
number and a numeric message.
ALERTLOG: TROUBLESHOOTING PAGER/BEEPER PROBLEMS
The Basic Steps of Pager/Beeper Notification in LANDesk(R) Manager: An
Overview
-A threshhold is exceeded within the monitoring application, and an
alarm is sent to AlertLog.
-AlertLog determines that a pager/beeper notification has been
configured and launches WinBEEP.
-WinBEEP initializes the modem, dials the number, and attemps to
establish a connection.
-WinBEEP sends the PIN (for a page), then the message, and the
connection is ended.
Note: Complete the following troubleshooting steps in the order they
appear below.
Does the alarm appear in AlertLog?
If not, then AlertLog did not successfully receive the alarm from the
monitoring application. Verify that the alarm and threshold are
configured correctly in the application.
Does the minimized WinBEEP or BEEP icon appear?
If not, then the alarm did not pass the notification criteria. Unless
the incoming alarm matches ALL the selected fields EXACTLY, the
notification will not be triggered. For testing purposes, it is easiest
to simply remove EVERY filter except Severity from the Define
Notification dialogue. This would include removing any values from the
Name, Description, Location, and Contact fields. You should also verify
that there is a message in the message field of the "Call a Pager or
Beeper" dialog. If this is already the case, then WinBEEP may be having
trouble finding all the related files. Delete WAPI.INI from the
C:\WINDOWS directory, reboot the PC, and try again.
Do the modem lights blink? Does it look like WinBEEP can communicate
with the modem?
If not, verify the port setting, close all other communications
applications, and reset the modem (turn it off and on). If you are
using COM3 or COM4 for your modem, and you have other devices on COM1
and COM2, then you may have an IRQ conflict. As a test, try removing
the device from COM1 or COM2, and putting your modem on that port
(remember to change the Com Port setting in AlertLog).
Do you hear a <click> and a dial tone? Do you hear the number being
dialed?
If not, AlertLog may be having difficulty initializing your modem.
Verify that the modem selection in AlertLog matches your modem. If your
modem is not listed, try using a modem that is in the supported modem
list. Also, you may want to try a different baud rate. Some modems
have problems initializing at certain baud rates. As a rule of thumb, a
baud rate of 300 should be selected. However, a paging company usually
supports multiple baud rates, so if 300 does not work, try a different
one.
For AlertLog, the initialization string should disable flow control,
data compression, and baud rate negotiation. It should also use DTR to
hang up in the reset string.
Do you hear the modem "negotiation" sounds of two modems talking to each
other?
If not, then you may need to dial another number. Try calling the
number from a regular phone. For a beeper, you should hear either DTMF
tones (sounds like a "beep, beep, beep") or a person's voice. For a
pager, you should hear modem-like sounds. If you do not hear the
appropriate sound, contact your paging service to verify the number
and/or to get an alternate number. For SKYTEL, the correct number to
send a page is (800)SKY-MEMO, and you should select the Generic service
(80 chars, 300 baud, 7 data, even parity, 1 stop) instead of the Skytel
service.
Machine locks up after sending a page with an internal modem.
Under "Modem Setup", make sure that "Use DTR to hang-up" is checked.
The modem dials and tries to connect, but then drops the carrier and
redials.
Verify your settings with your service provider. Also, verify that the
init string resets the modem to factory defaults, and that error
control, data compression, and baud rate negotiation have been disabled.
Does it seem like the page was successful, but you still don't receive a
page?
If so, then the PIN number may be incorrect. In addition, some PIN
numbers are valid, but only for certain numbers. Verify with your
Paging Service that your PIN number is correct and that it will work
with the number you are dialing.
To determine whether you are using an invalid PIN number, double-click
on the minimized WinBEEP icon and press <ctrl><shift>T to view the
serial port monitor. The monitor window will appear only if the keys
are pressed right after an alert has been passed to WinBEEP. If you
ever see the message "INVALID ID" or "INVALID PASSWORD" in the serial
port monitor, then the PIN is incorrect or is not valid for that phone
number. Following are some common codes to watch for, and what they
mean:
1E Bad PIN number or pager ID
15 Non acknowledgment (not accepting pager ID)
06 Acknowledgment
1B Escape
[p Send PIN number and message now
0D Carriage return
0A Line feed
For example, "06 1B[P 06" would mean a clean connection, and "0D
06 0D" means successful.
WinBEEP comes up the first time, but not again
This can occur if WinBEEP was unable to clean up after itself. Reboot
the PC and try again.
Miscellaneous Tips
Ifyou are having problems with AlertLog, you can try simply deleting the
following files:
From the AlertLog directory (default SYS:LANDESK):
USERNAME.* Contains the settings for your configuration (window
size and other preferences)
Contains a list of the modems that were installed (from Modem
Installation)
Contains all the jobs for WinBEEP (pages that have not yet been
sent)
*.SPL Contains the message text for the pages that have
not yet been sent
From the WINDOWS* directory:
WAPContains a list of directories where all of the associated files
should be located
After doing this, you will need to recreate your notifications from
scratch, but this is the best way to make sure that the configuration
files are not corrupt.
Our software supports the following protocols: Pet, Tapi (Telocat), and
ISO. You may need to confirm that your paging service uses one of these
protocols.
Some paging services require a password. However, this is usually a
"universal" password that is the same for everybody. Some common
passwords are M, 000000, or PAGE.
Following are the industry standard settings for serial ports:
COM1 IRQ 4 Port 3F8
IRQ 3 Port 2F8
IRQ 4 Port 3E8
IRQ 3 Port 2E8
As you can see, COM1 shares IRQ 4 with COM3, and COM2 shares IRQ 3 with
COM4. In other words, you may experience problems trying to use a
device on both COM1 and COM3 (or COM2 and COM4) at the same time.
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