Acano solution Acano Manager R1.0 Installation Guide Acano September 2014 76-1029-02-H Contents Contents 1 1.1 1.2 Introduction ....................................................................................................................... 3 About the Acano Manager ................................................................................................. 3 1.1.1 Time-limited options in Acano Manager R1.0 ........................................................... 3 Prerequisites ..................................................................................................................... 3 2 2.1 2.2 2.3 2.4 2.5 2.6 2.7 2.8 2.9 2.10 Installation Steps ............................................................................................................... 8 Downloading the Installation Files ..................................................................................... 8 Installing the Acano Manager Service ............................................................................... 8 Installing the Interface File............................................................................................... 10 Running the Acano Manager ........................................................................................... 12 Configuring Acano solution CDRs to go to the Acano Manager ....................................... 13 Checking API Configuration on the Acano Solution ......................................................... 14 Defining the Acano Call Bridge to Monitor ....................................................................... 14 Creating a coSpace (Virtual Meeting Room).................................................................... 16 Making a Test Call........................................................................................................... 17 Communication between Acano Manager and the Acano Solution.................................. 23 3 3.1 3.2 3.3 3.4 3.5 3.6 3.7 3.8 Troubleshooting .............................................................................................................. 24 Acano Manager Installer Does Not Run .......................................................................... 24 Acano Manager Does Not Start ....................................................................................... 24 Acano Manager Service Not Starting .............................................................................. 24 User Interface Not Displaying .......................................................................................... 26 Acano Call Bridge Does Not Come Online within the Acano Manager ............................ 27 Acano Manager Service Logs ......................................................................................... 27 Acano Manager Installation Logs .................................................................................... 27 Removing the Acano Manager ........................................................................................ 27 Figures Figure 1: Acano solution communications involving Acano Manager Acano solution: Acano Manager R1.0 Installation Guide 76-1029-02-H 23 Page 2 Introduction 1 Introduction This document explains how to install the Acano Manager R1.0 release. Acano Manager is part of the Acano solution and provides management and monitoring. Follow the steps in order. The document is written for experienced Windows and unified communications operators. Note: Any reference to the Acano solution or Call Bridge in this document applies equally to an Acano Server deployment or a virtualized deployment. 1.1 About the Acano Manager The Acano Manager is resource-intensive with specific server requirements and installation is not recommended on a server hosting other applications or web sites. CPU time and memory usage will vary between installations depending on the activity level and size of the video network being managed. The Acano Manager can be installed on a virtual server, but it must be provided with sufficient processor resources, memory, and disk resources. The minimum requirements assume that the Acano Manager has full access to resources. We strongly recommend installing on a dedicated server: if there are many VMs running you can overload the host and the Acano Manager will run slowly. 1.1.1 Time-limited options in Acano Manager R1.0 See the Acano Manager R1.0 Release notes for new features and known issues. Acano Manager has four options: Call Management Dashboard (Calls In Progress page) Legacy MCUs (Cisco Codian MCUs and Polycom RMX) Billing Data Module Fail-Over The default license includes “time-out” functionality for Call Management Dashboard and Billing Data that expires 30 days after initial install. When the options time out, they are no longer accessible from the menu. Customers can purchase license upgrades through their standard channel. Note: When the Call Management Dashboard times out, call management is limited to one call at a time. 1.2 Prerequisites Note: This document describes the prerequisites and procedure for a new installation. If you are upgrading from an earlier version of the Acano Manager, you should have the following prerequisites. Acano solution: Acano Manager R1.0 Installation Guide 76-1029-02-H Page 3 Introduction Ensure you have the following before starting the procedure described in this guide. Acano Manager requires R1.1 RC2 or later of the Acano solution. Acano Manager runs on either a 32bit Windows operating system or 64bit Windows operating systems. It can also run on VMWare ESX, Citrix XenServer and Virtual Server products and on Microsoft Virtual Server 2012 or 2008. Operating System Windows Server 2012 or Windows Server 2008 R2 (32 or 64bit). All the latest security and service packs installed Windows Platform (hardware or virtual) Smaller systems (1-3 Acano Call Bridges; monitoring less than 400 devices): single processor, Intel Xeon processors (3.1 GHz or above) Larger Systems (3 or more Acano Call Bridges): 1-2 processors Intel Xeon 2.4GHz or above. (E5 is a four-core processor) Memory: 8GB or more Disk space: 100GB minimum including 20GB free disk space for logging, faster disks (10krpm or 15krpm); preference is SSDs on bigger systems SQL Database Server: Acano Manager stores all its customer data in its SQL database named AMdb. This self-contained storage allows for convenient backup and recovery of customer information. SQL database is only created when you start the Acano Manager Service, not when you install it We recommend that SQL is hosted on a secondary system unless this is an evaluation deployment. A secondary system is particularly important for deployments monitoring 100+ devices or high-usage video networks: there are performance benefits because of the high memory and disk I/O load associated with running a SQL server We recommend that the SQL server host is co-located with the Acano Manager so that communications are <10ms. Microsoft SQL Server 2012 or 2008 R2 (both 32bit and 64bit versions of either product are supported) SQL user’s permissions: When setting up the user accounts on the SQL server for the Acano Manager software ensure that the SQL user account (or the NT AUTHORITY\SYSTEM account if using Windows authentication) that you are going to use for the Acano Manager has sysadmin rights initially so it can create the AMdb database within SQL. After this has been done, you can remove the sysadmin rights because they are no longer required. Acano Manager databases are up to 5-10GB in size depending on the number of monitored devices, and require an additional 5-10GB for SQL transaction logs/updates Note: we recommend that you take regular backups of the Acano Manager SQL database. Microsoft SQL Server 2012 or 2008 R2 Database Server must be configured with Mixed Authentication Mode enabled. All 32bit versions of Microsoft SQL Server 2012. Acano solution: Acano Manager R1.0 Installation Guide 76-1029-02-H Page 4 Introduction Databases that are likely to grow to more than 10GB (approximately 600+ monitored devices) must use a full edition of SQL Server 2012 or 2008, because of the 10GB database limitation in the Express Edition If you are using SQL Express (2008 R2/2012) we recommend that you use the SQL Express Advance edition which contains Management Studio Domain Membership (if single sign-on is configured): Each Acano Manager user needs a Windows User Login to authenticate: either a local account on the Acano Manager Windows Server or a domain account that the server trusts through Active Directory. By making the Acano Manager Windows Server a member of the domain, trusted domain users will automatically be able to use their Windows credentials to log in User Interface: Acano Manager must be accessible by an IP Address on port 80 and by hostname Mail Server Access: Acano Manager requires access to an SMTP (Mail) server to send email notifications. It does not require its own SMTP server and can be configured to use existing mail servers. Acano Manager supports SMTP Auth login for authentication, if required Network Access to Managed Devices: Acano Manager needs specific protocols and access to manage devices. Any network firewalls or NAT routers must allow traffic to flow to and from Acano Manager. The specific protocols and ports used are http (80) and https (443) .NET Framework 4.5 ASP.NET and ASP Enabled: These IIS components must be enabled. Web Server Roles & Service: The Acano Manager server must be set up as a web server and have all the standard services enabled. Check that the following have been installed: This is the basic minimum installation requirements for the Acano Manager Interface web application. Note: The most common mistake is to miss the Application Development set of features. Be sure to install them. Note: you may require additional security items based upon your deployment requirements (e.g. Windows Authentication if you intend to use it). Windows Server 2008 series: Install the IIS role with the following items installed/enabled. Web Server Common HTTP Features Static Content Default Document HTTP Errors Application Development ASP.NET Acano solution: Acano Manager R1.0 Installation Guide 76-1029-02-H Page 5 Introduction .NET Extensibility ISAPI Extensions ISAPI Filters Health and Diagnostics HTTP Logging Logging Tools Request Monitor Security Request Filtering Performance Static Content Compression Management Tools IIS Management Console Windows Server 2012 series: Install the IIS role with the following items installed/enabled. Web Server (IIS) Web Server Common HTTP Features Default Document HTTP Errors Static Content Health and Diagnostics Performance Static Content Compression Security HTTP Logging Request Filtering Application Development .NET Extensibility 4.5 ASP.NET 4.5 ISAPI Extensions ISAPI Filters Management Tools Acano solution: Acano Manager R1.0 Installation Guide 76-1029-02-H Page 6 Introduction IIS Management Console For Windows 2008 and 2008 R2, IIS7/IIS7.5 and .NET 4.5 only: The .NET Framework 4 can be installed side-by-side with previous versions of the .NET Framework on a single computer. If IIS was enabled previously on the computer, the setup process for the .NET Framework automatically registers ASP.NET 4 with IIS. However, if you install the .NET Framework 4 before you enable IIS, you must run the ASP.NET IIS Registration tool in order to register the .NET Framework with IIS and create application pools that use the .NET Framework 4. If you are using Windows 2008 or 2008 R2, IIS 7 and .NET 4.5 has been installed, run the following command from an account with Administrator rights. On a 64bit system: C:\Windows\Microsoft.NET\Framework64\v4.0.30319\aspnet_regiis.exe -I On a 32bit system: C:\Windows\Microsoft.NET\Framework\v4.0.30319\aspnet_regiis.exe –I Note: These steps are not required with a Windows 2012 server. Server Time: The correct server time is very important. Therefore we recommend that Acano Manager and Acano Call Bridges are all time-synced to the same time (NTP) server. Acano solution: Acano Manager R1.0 Installation Guide 76-1029-02-H Page 7 Installation Steps 2 Installation Steps Note: This section describes the procedure for a new installation. If you are upgrading from an earlier version of the Acano Manager, you must uninstall that version as described later in this document; then follow the procedure on this section. Follow these steps in the order provided. 2.1 Downloading the Installation Files 1. Download one pair of files from the Acano partner FTP site: Interface installation file (the Management application) One Service file (the Windows service) - either the 32bit application (x86) or the 64bit version (x64) 2. Upload the files to the Windows server (physical server or virtual) on which you will run the Acano Manager. 2.2 Installing the Acano Manager Service 3. If necessary log in to your Windows server (physical server or virtual) with an account that has administrator privileges. 4. Open the directory in which you placed the installation files and right-click on the appropriate Acano-Manager-x-x-x-x-Service.exe file. 5. Select Run as administrator. The Acano Manager Installation Wizard starts. There is a pause while the installer searches for the SQL server and the prerequisites. This can take up to 20 seconds (the Next button is grayed during this time). When completed, click Next. 6. If you see a screen similar to the following, some prerequisites are missing. Depending on the missing item(s) you may choose to cancel the installation and deal with these item(s) now before restarting at step 3 above. If not be sure to install them afterwards. 7. Read the license terms and then agree to them. Click Next. 8. Choose where the Windows Service will be loaded and click Next. Acano solution: Acano Manager R1.0 Installation Guide 76-1029-02-H Page 8 Installation Steps 9. Select the SQL Database server and instance from the drop-down list and ensure the Database Name is AMdb. CAUTION: Do not use Windows Authentication where the AM Service and SQL Server are on different machines. 10. Select the type of authentication for the SQL databases: Windows or SQL. If you are using SQL: a. For Login enter your SQL user name. b. For Password enter the password associated with the SQL user name above. 11. Click Test Connection. If the connection completes successfully, you see “Success” beside the button and Next is active. Acano solution: Acano Manager R1.0 Installation Guide 76-1029-02-H Page 9 Installation Steps 12. Click Next. 13. Keep the defaults and click Install. 14. When the installation has completed, click Finish. 2.3 Installing the Interface File 15. Return to the directory in which you placed the installation files and right-click on the AcanoManager-xNN-Interface.exe file. 16. Select Run as administrator. 17. The Acano Manager Installation Wizard starts. When the Welcome screen displays, and the Next button becomes active click Next. 18. If you see a screen telling you that some prerequisites are missing you may choose to cancel the installation and deal with these item(s) now before restarting at step 15 above. If not be sure to install them afterwards. 19. Read the license terms and then agree to them. Click Next. 20. Complete the IIS details to create a new web site for the Acano Manager (see below), keeping the Use a Custom Application Pool Instead of the Web Site Default check box selected. Then click Next. This example creates a virtual directory ‘AM’ under c:\inetpub\wwwroot Acano solution: Acano Manager R1.0 Installation Guide 76-1029-02-H Page 10 Installation Steps 21. Create a new Application Pool based on the example below and click Next. 22. Choose where the Interface files will be installed and click Next. Acano solution: Acano Manager R1.0 Installation Guide 76-1029-02-H Page 11 Installation Steps 23. At the confirmation page, check your previous selections and then click Install. 24. When the installation has completed, click Finish. Four configuration files are created during installation: License file: vq.lic Service configuration file: vq.service.exe.config Web configuration file web.config Monitor configuration file vq.Monitor.exe.config 2.4 Running the Acano Manager CAUTION: The steps in this section are for upcoming releases but in Acano Manager R1.0 open the list of Windows Services and start the Acano Manager Service. Then go on to step 29 to open a browser and log in. (Note that this procedure will always remain as a valid method even when the steps below are implemented.) 25. Go to Program Files > Acano Manager > Monitor (or Program Files x86 > Acano Manager). 26. Right-click on VQ.Monitor.exe and select Run as administrator. Acano solution: Acano Manager R1.0 Installation Guide 76-1029-02-H Page 12 Installation Steps The Monitor opens on the Status page and looks similar to the following: 27. For the Primary Service, click Start. This starts the Acano Manager Service. (You can check it is running in the Windows Services window). When the service is running, the Monitor polls the service every second and updates the Statistics page. (The Monitor can be closed and the service keeps running.) 28. Click Start on the Importer Service. This starts the Acano Manager Importer Service. (You can check it is running in the Services window) 29. Open the Acano Manager in a browser by entering your equivalent of the following url: localHost/am/default.htm 30. Log in with the following credentials: User = Admin, password = password1 2.5 Configuring Acano solution CDRs to go to the Acano Manager Configure the Acano Call Bridge to send CDRs to the Acano Manager as follows: 31. Sign in to the Acano solution Web Admin Interface and go to Configuration > API settings. Acano solution: Acano Manager R1.0 Installation Guide 76-1029-02-H Page 13 Installation Steps 32. Set the CDR URI to be that of the Acano Manager (e.g. http://<acano manager system IP address>:5566) 2.6 Checking API Configuration on the Acano Solution 33. If necessary, sign in to the Acano Web Admin Interface and go to Configuration > API Settings. 34. If you haven’t already set up the API authentication settings do so now, because you will need it later in this procedure. Make a note of the settings. 2.7 Defining the Acano Call Bridge to Monitor Define the Acano Call Bridge that you want to monitor within the Acano Manager as described below (example overpage). 35. In the Acano Manager Function panel (on the left) go to System Data & Diagnostics > MCU List. 36. Click Add new MCU. 37. Complete the fields for the Acano Call Bridge to be managed using the example below. For Type and Version, select Acano Additional fields now display, see the example below. Customer: (optional) If required, enter a name for the MCU’s owner For Name, enter the name for this MCU For IP address, enter the IP address of the Acano Web Admin Interface. TCP/IP Port number: change to 443 Select Use HTTPS For the number of ports, enter the number of actual audio/video ports on the Acano solution and then the usable numbers. The actual and usable numbers can be the same but if you want to allow for oversubscription enter a lower number for the usable figures. We suggest a minimum of 100 video ports and 500 audio ports For Listener Port, select 5566 (for CDRs) Acano solution: Acano Manager R1.0 Installation Guide 76-1029-02-H Page 14 Installation Steps For User name/Password/Verify Password, enter the details used to log in to the Acano Call Bridge (that is, the username and password used to access the Acano Solution API that you set/made note of in the previous section) For coSpaces Range, enter a range of numeric values (maximum of 15 numbers) to be used as coSpace IDs For State, when adding a new MCU until you click Done the MCU is offline automatically. 38. Click Done. 39. For State, select Online from the drop-down list as shown above. Acano solution: Acano Manager R1.0 Installation Guide 76-1029-02-H Page 15 Installation Steps 40. Ensure that the Windows firewall on the Acano Manager service allows traffic from the Acano Call Bridge through (and vice versa). By default, the Acano Manager assumes port 5566 but so long as communication is allowed in both directions, the actual port number is less important. (The symptom if the firewall is blocked is that when you add participants into a call, they will not join and an invite timeout diagnostic code is the disconnect reason.) Note: If you have the Multiple MCU add-on module, you require an updated license file. After it has been upgraded, you can set up additional (Cisco and Polycom) MCUs using the procedure above. Email your current license file vq.lic to [email protected] so we can upgrade it. 2.8 Creating a coSpace (Virtual Meeting Room) Note: These instructions create a coSpace and must not be confused with the steps to create a scheduled call. 41. In the Function Panel, go to MCU List. Select the Acano Call Bridge that you just set up. 42. Expand the coSpaces section (click the … button), then select Add coSpaces. 43. Complete the details using the example below. For PIN and Guest PIN: (optional) enter a PIN or click Generate to have the Acano Manager auto-generate a PIN for this coSpace For CDR Tag (optional) enter a string to be used in the CDRs to identify this coSpace Select Allow Background Call so that the coSpace is always available Select the coSpace Owner. Acano solution: Acano Manager R1.0 Installation Guide 76-1029-02-H Page 16 Installation Steps 44. Click Save. 2.9 Making a Test Call 45. Click +Call. 46. In the Call Details page (see below) complete the Call Title field and any additional fields you require. Then click Next. (Several fields are auto-completed.) Acano solution: Acano Manager R1.0 Installation Guide 76-1029-02-H Page 17 Installation Steps 47. Set the Start Time and Stop Time by clicking the appropriate calendar icon. Select the required date and time using the sliders and click Done. Note: Another time you can click Now to start the call immediately. Acano solution: Acano Manager R1.0 Installation Guide 76-1029-02-H Page 18 Installation Steps 48. Click Next. 49. Leave Create Temporary One for my Call selected 50. Select the Preferred MCU. Then click Next. Note on Preferred MCU and Scheduled MCU: The Scheduled MCU field is completed by the Acano Manager after you schedule the call and tells you which Acano Call Bridge will be used for the call. The Preferred MCU field presents a dropdown list of Acano Call Bridges that have been configured, and you can select one. If you only have one Acano Call Bridge you can leave the Schedule MCU field blank and that Call Bridge will be used. If you have more than one Acano Call Bridge – or a Call Bridge and another MCU (for example, your own and access to a Service Provider’s) you can select one to use, and if it will have free resources at the time if the call it also becomes the Scheduled MCU. However, if that Acano Call Bridge is offline at the time of the call, then the Acano Manager does not move the call to another Acano Call Bridge but waits for it to come back online. It can also be moved manually through the Acano Manager. Alternatively, if you leave the Preferred MCU blank, the Acano Manager selects the Acano Call Bridge that will be the least loaded at the call time for the Scheduled MCU. If that Acano Call Bridge is offline or fully loaded at the call time, the call is moved to another Acano Call Bridge that has free resources. 51. Set the Pin, Bandwidth, Start Mode & Layout if required. Then click Next. Acano solution: Acano Manager R1.0 Installation Guide 76-1029-02-H Page 19 Installation Steps 52. Select Manual or Automatic (unlimited ports). If you selected Manual, set the maximum number of Video and Audio-only participants that you want the call to have. Note: If Manual is selected then the maximum number of Video and Audio-only participants must be entered; the remaining fields can be edited, but are automatically adjusted if you add predefined participants/devices in the next step. If Automatic is selected there is no maximum. 53. Then do one of the following: a. If you don’t want to add predefined Participants/Devices click Save (at the bottom of the page). Skip the next two steps. b. To add predefined Participants/Devices go on to the next step. Acano solution: Acano Manager R1.0 Installation Guide 76-1029-02-H Page 20 Installation Steps 54. Scroll down and select the participants/devices from the list on the left by clicking the button. (The following show a “before” and “after” example.) 55. Click Save. You see a Call Saved message. In the alert window and the top of the page you see the call booked message highlighted in orange. 56. In the Function panel, select Call List to view all the calls you have scheduled. The call will be run at the scheduled time. 57. To monitor the call that you have just created, from the Function panel select Manage or Calls in Progress. From this page you can monitor the call, change layouts, mute audio & video, and add and remove participants/devices. (Tooltips are displayed for each icon.) Acano solution: Acano Manager R1.0 Installation Guide 76-1029-02-H Page 21 Installation Steps 58. It is also worth looking at MCU Port Usage. We recommend selecting the Split Y Axis check box to make the details clearer, as shown below. 59. You may also like to download the CDRs for billing purposes. Go to Billing Export, select the filter criteria and click Export. An Excel spreadsheet billing.csv downloads that looks similar to the following: Acano solution: Acano Manager R1.0 Installation Guide 76-1029-02-H Page 22 Installation Steps Note: The Outlook plugin add-on module allows users to schedule, update and delete calls from Outlook. There is a separate Installation Guide for the Outlook plugin (coming soon). 2.10 Communication between Acano Manager and the Acano Solution Acano Manager needs to retrieve the CDRs from the Acano solution and also access the API. If the Acano server is on one subnet and the Acano Manager on another, ports need to be opened: CDRs typically use port 5566 but can be configured to whatever the customer has decided to use the Acano Manager API typically uses port 80 for HTTP or port 443 for HTTPS. The IP interface is the one configured for the Web Admin Interface. Figure 1: Acano solution communications involving Acano Manager Acano solution: Acano Manager R1.0 Installation Guide 76-1029-02-H Page 23 Troubleshooting 3 Troubleshooting 3.1 Acano Manager Installer Does Not Run The .NET Framework 4 can be installed side-by-side with previous versions of the .NET Framework on a single computer. If IIS was enabled previously on the computer, the setup process for the .NET Framework automatically registers ASP.NET 4 with IIS. However, if you install the .NET Framework 4 before you enable IIS, you must run do the following: If you are using Windows 2008 or 2008 R2, IIS 7 and .NET 4.5 has been installed, therefore you must run the ASP.NET IIS Registration tool in order to register the .NET Framework with IIS and create application pools that use the .NET Framework 4. Run the following command from an account with Administrator rights. Then retry the installation. On a 64bit system: C:\Windows\Microsoft.NET\Framework64\v4.0.30319\aspnet_regiis.exe -I On a 32bit system: C:\Windows\Microsoft.NET\Framework\v4.0.30319\aspnet_regiis.exe -I On Windows 2012, ASP.NET 4.5 is a Windows component and can be installed and uninstalled just like any other Windows component. If you are running Windows 2012, and see the message "CAQuietExec: The error indicates that this version of ASP.NET must first be registered on the machine." do the following: a. - Go to Web Server (IIS) > Web Server > Application Development > ASP.NET 4.5 b. - Enable "IIS-ASPNET45" using Server Manager using the Powershell command "dism /online /enable-feature /featurename:IIS-ASPNET45" (See http://support.microsoft.com/kb/2736284) 3.2 Acano Manager Does Not Start In the first release you can only monitor one Acano solution with Acano Manager. Setting up more than one is liable to cause a problem on start-up. 3.3 Acano Manager Service Not Starting The most common causes of the Acano Manager not starting are errors in the SQL connection string at installation, or problems with the database authentication (SQL or Windows). Permissions If you see the following in your SQL logs, you didn’t have sufficient permissions when setting up the SQL database – see the prerequisites section in this guide. !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! !!!!!!!!!! 2014-01-23 12:13:25.580 WARNING: DataHelper.CheckException Exception: System.Data.SqlClient.SqlException (0x80131904): CREATE DATABASE permission denied in database 'master'. at System.Data.SqlClient.SqlConnection.OnError(SqlException exception, Boolean breakConnection, Action`1 wrapCloseInAction) Acano solution: Acano Manager R1.0 Installation Guide 76-1029-02-H Page 24 Troubleshooting at System.Data.SqlClient.TdsParser.ThrowExceptionAndWarning(TdsParserStateObject stateObj, Boolean callerHasConnectionLock, Boolean asyncClose) at System.Data.SqlClient.TdsParser.TryRun(RunBehavior runBehavior, SqlCommand cmdHandler, SqlDataReader dataStream, BulkCopySimpleResultSet bulkCopyHandler, TdsParserStateObject stateObj, Boolean& dataReady) at System.Data.SqlClient.SqlCommand.RunExecuteNonQueryTds(String methodName, Boolean async, Int32 timeout, Boolean asyncWrite) at System.Data.SqlClient.SqlCommand.InternalExecuteNonQuery(TaskCompletionSource` 1 completion, String methodName, Boolean sendToPipe, Int32 timeout, Boolean asyncWrite) at System.Data.SqlClient.SqlCommand.ExecuteNonQuery() at VQ.DataHelper.ExecuteNonQuery(DbCommand cmd) ClientConnectionId:7429059b-d689-46eb-8704-6e8bc8a8c773 !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! !!!!!!!!!! Acano Manager Logs Check the log files in the service directory (Program Files > Acano Manager.> Service) for references to connections errors or login failures. They are named in the format vqservice_startdate- of log_and_time. Examples are: 2013-12-19 23:08:57.654 WARNING: DataHelper.CheckException Exception: System.Data.SqlClient.SqlException (0x80131904): Login failed for user 'Administrator'. 2013-12-23 12:49:12.910 WARNING: DataHelper.CheckException Exception: System.Data.SqlClient.SqlException (0x80131904): A network-related or instance-specific error occurred while establishing a connection to SQL Server. The server was not found or was not accessible. Verify that the instance name is correct and that SQL Server is configured to allow remote connections. (provider: SQL Network Interfaces, error: 26 Error Locating Server/Instance Specified) Windows Event View Look in the Windows Event View and you should see an error like his example: The first line in the error message will have a “database access failed” message. Acano solution: Acano Manager R1.0 Installation Guide 76-1029-02-H Page 25 Troubleshooting 3.4 User Interface Not Displaying If the Acano Manager Service started but the user interface does not display in a browser, check the IIS settings and configuration. Can you see the default IIS home page when you type http://localhost in your browser? If this page does not display or causes an error, then the problem is likely to be in the IIS setup. Ensure that the correct roles and services have been installed as per the prerequisites section in this guide. Acano solution: Acano Manager R1.0 Installation Guide 76-1029-02-H Page 26 Troubleshooting If you are using Windows 2008 or Windows 2008 R2, did you register .net 4,5 with IIS7 and IIS7.5, as mentioned in the prerequisites section in this guide. At this stage, if the default IIS home page does display correctly and the Acano Manager user interface still does not then, contact Acano support. 3.5 Acano Call Bridge Does Not Come Online within the Acano Manager Check that the number of video and audio ports selected is non-zero. 3.6 Acano Manager Service Logs Acano Manager captures all the status messages that it generates and stores them in logs files in Program Files> Acano Manager> Service. In general, these messages are provided for information, but they are a good source of data when troubleshooting. The presence of such messages is not a cause for concern necessarily; if you are experiencing a specific problem with the operation or performance of the Acano Manager software, Acano support can interpret logged messages and their significance for you. 3.7 Acano Manager Installation Logs When the Acano Manager is installed messages that the installer generates are stored in logs files. To access these logs enter the command %temp% in an Internet Explorer window or as a line command in a command prompt; that is they are in the directory C:\Users\<user name>\AppData\Local\Temp. 3.8 Removing the Acano Manager To uninstall the Acano Manager, complete the following steps: 1. In the Control Panel, go to the add/remove software function. In the list you see two entries: Acano Manger Service & Acano Manager Interface. 2. Remove the Acano Manager Interface. 3. Remove the Acano Manager Service second. This removes the software. 4. Go to the directory that the Acano Manager was installed in and remove it. 5. Go to wwwroot and remove the vqinterface directory. Acano solution: Acano Manager R1.0 Installation Guide 76-1029-02-H Page 27 © 2014 Acano (UK) Ltd. All rights reserved. This document is provided for information purposes only and its contents are subject to change without notice. This document may not be reproduced or transmitted in any form or by any means, for any purpose other than the recipient’s personal use, without our prior written permission. Acano and coSpace are trademarks of Acano. Other names may be trademarks of their respective owners. Acano solution: Acano Manager R1.0 Installation Guide 76-1029-02-H Page 28
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