Remote Admin Problems

[TipandRingtoSIP]

Does anyone administer OS4000 locations remotely?? I have a remote site that I have nothing but trouble trying to get pages to load, for example when attempting to access the WBM for an STMI board, the page will start to load and then hang. If I am onsite connected to the same subnet, no problems. Yet my network support people continue to say that there is no problem with the network.. We have plenty of bandwidth between the sites, that I am sure of, but any ideas where I can point my network support (Oxymoron there) to try and get this fixed? I suspect the route is broken somewhere, but I haven't been able to prove it to them..

Thanks in advance for any info!

 

[donb01]

WBM can be extremely whiny. It seems to have a preference for Internet Explorer (tell IE to ignore Certificate mismatch errors in advanced options, and make sure to import all the certificates into the trusted store), but once in a whole I can get it to cooperate on firefox. I use firefox for almost all of my 4K admin, in spite of the memory leak, because it allows me to say "allow and remember" to all those insanely annoying security prompts (sometimes it's a little tricky to get through the browser prep, but you can do it!). WBM is also very whiny about which Java version you are running. V7R2 is pretty good with current Java versions, but as you go backwards in releases you have to use progressively older versions of Java (which I have found convenient to have loaded on my computer, but go into the Java manager in Control Panel and remove the checkmarks from the older versions unless I need one of them). You have to fiddle around until you get a combination it likes and then remmember it. Also note that I have had multiple failed logins to WBM cause the board to stop responding, and I've had to reload the board to normalize it again. I can't remember now if that affected devices or not because the last time was probably a year ago.

Don Bruechert, Voice Comm Analyst II
CareTech Solutions @ Holy Family Memorial
Manitowoc, WI, USA

 

[sbcsu]

Each STMI card will have it's own IP address as you know, if you can connect to that it would be quicker.
However you can also connect via the Assistant -
If you are having Java problems then install an XP Virtual Machine, give it the correct version of Java and turn off the auto update on the Java.

 

[TipandRingtoSIP]

I should mention that I have another OS4000 that I administer that is in the same room that I am in,(local) and I have no issues accessing anything with the same PC and browser combo. Both of these OS4000 system have the same versions of software. I tried browsing directly to the IP of the STMI, and it does the same thing. Here is another reason I suspect a network bottleneck of some kind. If I go into expert mode and then I click on the install COM WIN icon, when it tries to download the installation file ( 105 MB ) it will sometimes say that it is going to take over an hour for the file to download. Once in a while it will download cleanly, but most times not. My network person is saying that it has to do with the additional hop on the tracert he sees between the physical DSCXL port and the IP for assistant. I also should mention that at this remote location, I had this same issue with the previous Hipath V5 we had. I have just been kind of putting up with it, and using ComWin for alot of things, but I really wanted to use the WBM the other day to look at the STMI boards, and that got me trying to get this fixed. It will eventually load the WBM page, but it may take over 5 minutes for it to pop up. If it were a Java or Cert thing, wouldn't it just not load at all??? . But my network guy is saying it has something to do with the NIC of the OS4000..That there is something wrong with the physical port of the ecoserver forwarding the data to the assistant IP. I also was using Firefox up until about a month ago, when it stopped loading pages.. I think there was an update to it, and it quit working for me, so I went back to IE. I haven't spent any time trying to get it to work, I was going to run through the client prep again to see if I could get it working again..

 

[donb01]

Go to the GateWay Manager in Assitant on the one that works, and compare the Loadware versions loaded on the one that has no issues with the one that does? You may need to do a loadware hotfix on the one with problems to get newer loadware.


Don Bruechert, Voice Comm Analyst II
CareTech Solutions @ Holy Family Memorial
Manitowoc, WI, USA

 

[TipandRingtoSIP]

But it's not just the WBM that doesn't work. I'm using that as an example. Somtimes even the station configuration screen takes time to load. I have the latest loadware on one of my gateways at the remote site, it actually was updated 3 days ago because of a Cornet issue we were having. It still does not load, I have an IE session open right now trying to access it directly, and its sitting at the logon screen after entering the usernam / password as I type this... I also just clicked on the ComWin installation file, it is coming across at 17 KB/sec saying its going to take an hour and 41 minutes to download....

 

[sbcsu]

You could measure the bandwidth and compare both using iperf

https://iperf.fr/

There is a java version of iperf at

https://openmaniak.com/iperf.php#jperf

Where you set one PC next to the HiPath as the Server
and your remote location as the client.
Then you can measure between them.

Quote
"The quality of a link can be tested as follows:
- Latency (response time or RTT): can be measured with the Ping command.
- Jitter (latency variation): can be measured with an Iperf UDP test.
- Datagram loss: can be measured with an Iperf UDP test.

The bandwidth is measured through TCP tests.

To be clear, the difference between TCP (Transmission Control Protocol) and UDP (User Datagram Protocol) is that TCP use processes to check that the packets are correctly sent to the receiver whereas with UDP the packets are sent without any checks but with the advantage of being quicker than TCP.
Iperf uses the different capacities of TCP and UDP to provide statistics about network links.

Finally, Iperf can be installed very easily on any UNIX/Linux or Microsoft Windows system. One host must be set as client, the other one as server."
End Quote

 

[donb01]

Ohh - that triggers another memory... My experience is slightly different than what we were taught in school, and I know I'm going to remember the second one, but not sure if the first one will be backwards or not. I have had issues with logging in to WBM - it doesn't communicate very well for a communication system. I believe the documentation most people have is to use TRM and HICOM to login to WBM (has to be caps), but I have at least 60% of my boards where I have to login with HICOM and HICOM, and again remember that if you botch the login too many times the board will get all autistic on you, and you will either have to find a good time to do DEA-BSSUI and shut it down, and then after 30 sec or so use ACT-BSSU:AUL to start it back up (can take 5 min if there is a lot on the board). Resist the urge to use RES-BSSU, because in my somewhat limited experience that does not force a reload on the board - it's more like a soft restart than a hard restart. The other option is to yank the board, wait 30 sec and shove it back in. Then it should give you a few more tries to login if you use the right credentials. It's probably more than obvious, but shutting down the board will be service affecting for anything that is provisioned on that board.


Don Bruechert, Voice Comm Analyst II
CareTech Solutions @ Holy Family Memorial
Manitowoc, WI, USA

 

[sbcsu]

Changing User/Password on HG Cards:
(Extract from Manual)


11.3 TYPE SERVIF - Changing the Login and Password for Service Access
The HG 3575 allows the connection of a TAP/Service PC via RS232/V.24 interface.
There are two operating modes:
•

Terminal Mode
In terminal mode, communication with the HG 3575 Loadware is realized directly via the Command Line Interface.
IMPORTANT: Two-stage CLI is not supported.
CHANGE-STMIB:MTYPE=NCUI2,LTU=<LTU>,SLOT=<SLOT>,TYPE=SERVIF,LOGINTRM=<User login for terminal mode>,LOGINPPP=<User login for PPP connection>,PASSW=<Password for terminal mode>;
The standard login data is:
Login: TRM (parameter (LOGINTRM)
Password: PUBLIC (parameter PASSW)
After successful login the following message appears:
Welcome to the HG 3575 V4.0 <currently loaded LW-version> Command Line Interpreter.
vxTarget>
A list of available commands can be now requested via the local help function which is available via the help command.
•

PPP Mode
In PPP mode, a link between the TAP/Service PC and the customer network is established via the HG 3575 using the IP address configured with the AMO APRT, parameter TAIPADDR.
Login (default setting): PPP
Password: No password is required for PPP!
IMPORTANT: For security reasons, the configured password cannot be exported or regenerated.
The passwords are therefore deleted when a system is regenerated from the REGEN batch.
Logins and passwords set in the system are always stored in uppercase.
These 3 parameters can be configured differently per module.
In the example, the login for AP 17 is set to TERMINAL and SURV, while the password is set to HG3575:

Configuration Management > System Data > IPDA > IPDA Access Point
Click Search and select the access point.
Enter the user data on the Security tab and Save.

CHANGE-STMIB:MTYPE=NCUI2,LTU=17,TYPE=SERVIF,
LOGINTRM=TERMINAL,LOGINPPP=SURV,PASSW2=HG3575;
This change does not become effective until the access point is restarted.

Configuration Management > System Data > IPDA > IPDA System Data
Click Search and select the access point. Click Execute on the Action pull-down menu and select the mode of action Update AP, confirm with OK.

EXEC-USSU:MODE=UPDATAP,LTU=17;
IMPORTANT: Connections are cleared down without further warning.
Prior to the EXEC-USSU:UPDATAP, the configuration must be updated on the system hard disk.

 

[TipandRingtoSIP]

Wow, that's alot of info there, thanks!!

Yeah Don, I noticed that I also have boards with logons of TRM / HICOM, and others that are HICOM / HICOM......

Here is something else I noticed.

I did a remote desktop to the OSCC server that is co located with the 4000. They are physically connected to the same data switch. When I log into the 4000 from the Contact Center server, I have no issues with latency at all.