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    LANDesk(R) Manager 1.51: Alert Log / Desktop Remote Usage Tips

    Contents:

    • SKYTEL SETTINGS
    • DESKTOP REMOTE TROUBLESHOOTING - LANDESK(R) MANAGER
    • ALERTLOG: REQUIREMENTS FOR ADMINISTRATOR'S STATION
    • "MODEM IS NOT READY (OR ITS DSR SIGNAL IS DOWN)"
    • ALERTLOG: CONFIGURING NOTIFICATION
    • ALERTLOG: TROUBLESHOOTING PAGER/BEEPER PROBLEMS
    
    

    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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