HP Support Anywhere User manual

HP Support Anywhere
Installation and User Guide
Server Management Software
For the Support Expert
HP Part Number 5967-1534
Printed August 1997

ii
Notice
The information contained in this document is subject to change without notice.
Hewlett-Packard makes no warranty of any kind with regard to this material, including,
but not limited to, the implied warranties of merchantability and fitness for a particular
purpose. Hewlett-Packard shall not be liable for errors contained herein or for incidental
or consequential damages in connection with the furnishing, performance, or use of this
material. Hewlett-Packard assumes no responsibility for the use or reliability of its
software on equipment that is not furnished by Hewlett-Packard.
This document contains proprietary information that is protected by copyright. All rights
are reserved. No part of this document may be photocopied, reproduced, or translated to
another language without the prior written consent of Hewlett-Packard Company.
Materials reprinted with the permission of Symantec Corporation. Symantec makes no
warranty of any kind regarding the accuracy, correctness, or sufficiency of the information
in the publication, and the use of any information therein is or will be free from claims of
intellectual property infringement of any kind.
The use of trademarks or other designations is for reference purposes only. The following
trademarks are used in this manual:
SCSI Status SNMP agent software copyright Adaptec, Inc., 1997; all rights reserved;
distributed by Hewlett-Packard Company under license. Adaptec is a trademark of
Adaptec, Inc. Microsoft and MS-DOS are U.S. registered trademarks of Microsoft Corp.
Windows and Windows NT are trademarks of Microsoft Corp. Novell, NetWare, and
IntranetWare are registered trademarks of Novell, Inc. pcANYWHERE,
pcANYWHERE32, and Symantec are trademarks of Symantec Corporation. CompuServe
is a U.S. registered trademark of CompuServe, Inc.
See Appendix E, "Warranty, Software License, and Support" for further information.
Hewlett-Packard Company
Network Server Division
Technical Communications / MS 53U-FJ
5301 Stevens Creek Boulevard
P.O. Box 58059
Santa Clara, CA 95052-8059, USA
© Copyright 1997, Hewlett-Packard Company

iii
Contents
1 Quick Start....................................................................................................1
Part 1. Setup at the Client Workstation .........................................................4
Part 2. Setup at Each HP NetServer.............................................................5
Part 3. Verify Correct Installation...................................................................6
Part 4. Enable Remote Console Options.......................................................7
2 What is HP Support Anywhere?..................................................................9
Audience Assumptions...................................................................................9
Documentation.............................................................................................10
HP Auto Alert Helps You Monitor Your Servers............................................10
HP Support Anywhere Helps You Manage Your Servers..............................11
Your Servers Alert You to Problems.........................................................12
Problems With Solutions..........................................................................12
Web Interface Features ...............................................................................14
HP Auto Alert Features................................................................................16
HP Auto Alert Alarms List ........................................................................17
Remote Console Options.............................................................................17
Software Components..................................................................................19
Required Hardware and Software.................................................................21
HP NetServer Hardware Required ...........................................................21
HP NetServer Software Required.............................................................21
HP Support Anywhere Client Hardware Required.....................................22
HP Support Anywhere Client Software Required......................................23
3 Installing HP Support Anywhere...............................................................25
Installation Overview....................................................................................25
Part 1. Setup at the Local Client Workstation..............................................29
Part 2. Setup at Each HP NetServer...........................................................34
Installing on Novell NetWare Servers ......................................................34
Installing on Windows NT Servers ...........................................................34
Part 3. Verify Correct Installation.................................................................37
Troubleshooting.......................................................................................40
Part 4. Remote Console Options.................................................................43
HP Remote Console Redirection (E 40 and E 45 only).............................44
Graphic Console Redirection (Windows NT)............................................55

Contents
iv
RCONSOLE (NetWare)...........................................................................61
4 Using HP Support Anywhere.....................................................................65
Running HP Support Anywhere....................................................................65
HP Support Anywhere Auto Alert.............................................................66
Auto Alert Response Options...................................................................67
Using HP Support Anywhere's Web Interface...............................................70
Server Description Page..........................................................................71
Server Configuration Pages.....................................................................72
Menu Buttons...........................................................................................75
Web Security Considerations.......................................................................78
User IDs and Passwords..........................................................................79
IP Address Restriction..............................................................................79
Encryption................................................................................................79
A Customizing the Support Anywhere HP NetServer .................................81
Installing SNMP Software Agents Manually on Novell NetWare Servers......81
Loading the Automatic Server Restart Software for Novell NetWare........81
ASR NLM Files and Parameters for Novell NetWare ...............................82
ASR Program Files and Parameters for Windows NT..............................83
B Terminal Emulation Keys (E 40 and E 45 only)........................................85
C Glossary of Network Terminology............................................................87
D Configuration Worksheet..........................................................................91
E Warranty, Software License, and Support ...............................................93
Software Product Limited Warranty..............................................................93
HP Software License Agreement..................................................................94
Technical Support........................................................................................96
Index...............................................................................................................99

1
1 Quick Start
HP Support Anywhere is a group of network management tools that allows you to
efficiently monitor and maintain your HP NetServers E Series. At the client,
Support Anywhere's Auto Alert feature notifies you of server dysfunction, and its
web interface provides you with management tools including error logging,
configuration information, and error threshold setting. In addition, Support
Anywhere includes a remote console support feature that allows you or your
Value Added Reseller (VAR) to remotely run server diagnostics and access server
controls.
Support Anywhere
Client
Support Anywhere
offsite Remote Console
Support Anywhere
Server
Figure 1: Overview: HP Support Anywhere on a LAN
Support Anywhere installation includes four parts:
Part 1. Setup at the Client Workstation
Part 2. Setup at Each HP NetServer
Part 3. Verify Correct Installation
Part 4. Enable Remote Console (Optional, see Chapter 3)

Chapter 1 Quick Start
2
You can choose the Support Anywhere features you want to use during Client
Setup (Part 1). If you want to install only the Auto Alert feature, during setup, do
not configure your NetServer's as web servers.
Steps for installing Support Anywhere software differ depending on whether your
NetServers are running Novell NetWare/IntranetWare or Microsoft Windows
NT.
Should you use Quick Start? If you are unfamiliar with terms such as
SNMP and IP address, refer to the detailed installation instructions in Chapter 3.
If you want more background before using Quick Start, review the information
provided in Chapter 2. If you are an experienced network administrator, these
Quick Start procedures may be all you need to install Support Anywhere.
Before Proceeding: Review "Required Hardware and Software" in Chapter 2
to ensure you have the necessary components to set up Support Anywhere.
If you want to use Support Anywhere's web-based management features, copy
and fill out the Configuration Worksheet in Appendix D. You will need the
following information for each HP NetServer:
Server name
NOS installed (either Windows NT or Novell NetWare/IntranetWare)
Web server software installed? Yes/No
IP address
SNMP community name
IPX address (if your server is running NetWare/IntranetWare or supports
IPX)
Use your Configuration Worksheet (Appendix D) to keep track of the
information for each NetServer you are setting up.
NOTE Be sure you have supervisor-level privileges for the Novell
NetWare servers you want to include under Support Anywhere
management. Likewise, verify that you have administrator
privileges for your Microsoft Windows NT servers.
IP and IPX Addresses: Use IP addresses if your network protocol is
TCP/IP, or if your NetServer includes operational web server software. Use IPX
addresses if your network protocol is IPX. You can use both protocols, although
as a general rule, NetWare-based networks support IPX addressing.
The following illustration is a flowchart of the installation process. Use it as a
checklist as you proceed through the installation.

Chapter 1 Quick Start
3
HP Support Anywhere Installation Flowchart
Configure Server
hardware,
Install Utility Partition
(E 40 Road Map)
Install NOS and
Web Server software
(NOS Documentation)
Fill out Configuration
Worksheet
( Appendix D)
Run Support Anywhere
Client Setup at local
client
(Quick Start/Chapter 3)
Run Support Anywhere
Server Setup on
server(s)
(Quick Start/Chapter 3)
Windows NT Servers NetWare Servers
Run Server Setup at
each server
(Quick Start/Chapter 3)
ServerSetupisdonefor
you over the network
during Client Setup
Client SNMP trap
destination is set for you
during Client Setup
Reboot each server
Verify server up/down
alarms are received at
the client
(Quick Start/Chapter 3)
Setup offsite Remote
Console
(Optional, see
Chapter 3)
Set client SNMP trap
destination at each
server
(Quick Start/Chapter 3)
Start
Finish

Chapter 1 Quick Start
4
Part 1. Setup at the Client Workstation
¨ Step 1 Start Setup
Insert the HP NetServer Navigator CD-ROM in your Support Anywhere
Client's CD-ROM drive. From the Windows Program Manager, run
setup.exe located in the HPSA\US\CONSOLE\DISK1 subdirectory.
A welcome screen directs you to close all currently active Windows
applications.
¨
Step 2 Choose Installation Option
For a first time installation, choose the default option, Initial Install. For
servers running Novell NetWare/IntranetWare, Support Anywhere setup
installs both client and server(s) software.
¨ Step 3 Select Directory for Support Anywhere
Support Anywhere presents you with the default: C:\PROGRAMf\HPSA.
Setup copies its program files to the selected directory.
¨
Step 4 Select a Web Browser
Setup checks your Windows configuration and, if possible, identifies your
current web browser. You can use the identified browser, or select a new
one.
¨ Step 5 Server List Configuration
Identify and configure your web and non-web servers. Click Create or
Update List. For web-based management, you need to identify the IP
address, the SNMP community and, if appropriate, the IPX address for
each selected server.
◊In an environment that includes Windows NT servers, Windows NT
web servers can support your non-web servers, including both Novell
NetWare/IntranetWare and Windows NT. Continue to Step 6.
◊In an exclusive Novell NetWare/IntranetWare environment, all HP
NetServers must include web server software for web-based
management. If this describes your network, client installation is
finished. Please read "Before Proceeding to Part 2," for HP
NetServer installation.

Chapter 1 Quick Start
5
¨ Step 6 Configure Web Servers
You can manage non-web servers over the web using Windows NT
NetServers. Select a web server, and then identify all the non-web servers
it will support. If you have listed NetWare servers, setup will include them
as well.
¨
Step 7 Print Out Windows NT Server List
At the end of Client setup, a text file (based on information you entered
during setup) lists your managed Windows NT servers and your client
address information including host name, IP address, and IPX address. Be
sure to print this file. You'll need the information to install the SNMP
agent software on your HP NetServers running Windows NT.
Before Proceeding to Part 2: When HP Support Anywhere Client setup is
finished, the Support Anywhere icon appears in the display, or, in Windows 95,
on the program bar. Leave the client operational; installation is not complete.
As soon as Support Anywhere's Auto Alert feature is launched, the program
starts regular periodic polling of all NetServers on the servers list. At this point,
each listed server posts a Server Down Auto Alert notice because installation has
not yet been completed at your NetServers.
You still need to install the Server software at each Windows NT server you
want to monitor with Support Anywhere. In addition, all listed NetServers must
be restarted.
Part 2. Setup at Each HP NetServer
HP NetServer running Novell NetWare/IntranetWare: Restart each
HP NetServer running NetWare/IntranetWare to activate the SNMP agents that
were installed during client setup. (Logging off and on does not constitute a
server restart.) Proceed to Part 3: Verify Correct Installation.
NOTE If you installed your Network Operating System utilizing the
Configuration Assistant "Express mode" or Custom
"Automated mode" from the HP NetServer Navigator CD
(version F.01.05 and later) , you may skip at least Step 1 of the
Windows NT instructions listed below. If you've also set the
SNMP trap destination of your client during the NOS install,
you may skip steps 1 to 3 of the Windows NT instructions
listed below.

Chapter 1 Quick Start
6
HP NetServer running Microsoft Windows NT: Follow these steps to
complete installation for each NetServer running Windows NT.
¨
Step 1 Run HP Support Anywhere Server Setup
Insert the HP NetServer Navigator CD-ROM in your NetServer's CD-
ROM drive, and run setup.exe, located in the
HPSA\US\SERVER\DISK1\WINNT subdirectory. Choose "Install
SNMP Agents and WEB Interface Software".
¨ Step 2 Check SNMP Setup
Check SNMP setup to insure the correct listing of your client's community
name and address information. In the Windows Program Manager,
double-click Control Panel, then Network. Configure your SNMP Service
using the community name and address (as listed in the printout you
generated in Step 7 of Part 1). Enter IP and/or IPX addresses, and the
hostname if your network uses the DHCP protocol.
¨
Step 3 Restart the HP NetServer
To complete the installation, you must restart each HP NetServer that you
included in your Support Anywhere setup.
Part 3. Verify Correct Installation
Go to the client workstation to verify correct installation.
You will find that each restarted NetServer has sent a Server Restart message to
your designated client to let you know that installation was successful.
Depending on the number of NetServers installed, Auto Alert Server Restart
messages should already be queued up on the client display. However, they will
not be visible until you clear the Server Down messages that were automatically
posted before installation was completed.
1. Clear the Server Down notifications.
2. At each NetServer's Server Restart message, click Go There to test the
web connection.
3. Close the web browser displaying the NetServer's web page to return to
your local client's Auto Alert message.
4. Click OK to clear the Auto Alert message.
This reveals any previous Auto Alert notifications.

Chapter 1 Quick Start
7
Continue this procedure to verify that all NetServers generated a Server
Restart and that all web connections are operational.
Part 4. Enable Remote Console Options
For detailed information about enabling Support Anywhere's optional Remote
Console features, see Chapter 3.

9
2 What is HP Support Anywhere?
One of the challenges faced by today's network manager is to maintain control
over increasingly decentralized computing environments. As networks become
more complex, the servers need to be carefully managed and their performance
tracked. This is where Support Anywhere fits in. Support Anywhere provides a
set of management tools you can use to maintain and control networked HP
NetServers E Series running Microsoft Windows NT or Novell
NetWare/IntranetWare.
Support Anywhere assists in maintaining your network by providing you with
timely information about your network servers. Basically, you need to know when
a server is experiencing problems, or if it is likely to have problems in the near
future. Support Anywhere management tools include:
•Auto Alert provides prompt notification of server operations
•Web Interface takes you directly to your NetServer's web page for
detailed information about NetServer operations
•Remote Console Redirection allows a Value Added Reseller (VAR),
system administrator, or support technician to take control of the server in
order to maintain, configure, or otherwise manage server operations.
Audience Assumptions
This guide is designed for the VAR, and for the user who is familiar with
installing and configuring computer and network software. You need to be
familiar with:
•client operating systems such as Microsoft Windows
•Novell NetWare/IntranetWare and/or Microsoft Windows NT network
operating systems, and Internet/intranet web server software
•logging on to a server as a supervisor or administrator
•the basic administrative tasks required to maintain network operations
•Internet browsers, such as NetScape Navigator (v2.0 and v3.0) and
Microsoft Internet Explorer (v3.0)

Chapter 2 Introducing HP Support Anywhere
10
•installing and configuring network software, including web-based
products
If you are unfamiliar with software installation, or have not previously
administered computer networks, contact your computer dealer or Hewlett-
Packard for technical support.
Documentation
HP Support Anywhere includes the following documentation:
•This guide, which describes how to install and use HP Support Anywhere
to manage your HP NetServer E Series servers.
•HP Support Anywhere application online help
•pcANYWHERE online documentation. The complete pcANYWHERE
User Guide is in Adobe Acrobat PDF format on the HP NetServer
Navigator CD in the \HPSA\language\PCA32 subdirecory (where
language represents a two letter abbreviation for your local language).
•The HP Support Anywhere README file. For the client and your Novell
NetWare servers, a version of this file is available from the "HP Support
Anywhere" program group on your Windows client. For Windows NT
servers, a version of this file is available in the "HP Support Anywhere"
program group. Use these README files to obtain the latest information
about HP Support Anywhere.
HP Auto Alert Helps You Monitor Your Servers
HP Auto Alert simplifies network administration by forwarding messages from
your NetServers about changes in operating condition to a client workstation of
your choice.
Using Support Anywhere, your HP NetServer E Series systems can send alarm
messages over the LAN when a problem occurs. Auto Alert uses the industry
standard Simple Network Management Protocol (SNMP) as its message delivery
system. SNMP is available in both the Microsoft Windows NT and Novell
NetWare/IntranetWare network operating systems.

Chapter 2 Introducing HP Support Anywhere
11
HP Support Anywhere Helps You Manage Your
Servers
Support Anywhere's web interface allows you to browse critical information
about your servers from the office intranet. Network administration is simplified
because you can remotely view a summary of alarms generated by a given server,
set alarm parameters, check disk drive capacity, and review SCSI bus and
network interface configuration, and server configurations.
The figure below provides an example of an office using Support Anywhere's
network management tools.
HP NetServer
Support Anywhere
Web Server
Support Anywhere
Client
HP Support Anywhere
Client
APCworkstationonaLAN
designated to receive
alarms describing the
operating condition of
networked HP NetServer E
Series servers.
HP NetServer
Support Anywhere
Non-Web Server
HP Support Anywhere
Non-Web Servers
Non-web servers, such as
file or application servers, on
a LAN that can send alarms
to the client about their
operating condition. These
servers may also have links
on a Windows NT web
server to allow a client to
browse information about
these servers.
HP Support Anywhere
Web Servers
Windows NT or Novell
NetWare servers on the
LAN set up as web
servers. These servers
can send alarms to the
client about their
operating condition.
They also provide a
home page where a
client may browse
additional information
about the server.
HP NetServer
Support Anywhere
Non-Web Server
Figure 2: HP Support Anywhere on a Local Area Network
Your Servers Alert You to Problems
Support Anywhere's Auto Alert feature provides you with instant alarm
notification from your NetServers via SNMP agents installed on your NetServers.
•SNMP alarm agent software is loaded onto each of your servers. The
software works behind the scenes to monitor critical server operations,

Chapter 2 Introducing HP Support Anywhere
12
such as SCSI device status, disk capacity, and network card status. When
an agent on the server discovers an unusual condition or a potential
problem that may affect server function, the server software sends an
SNMP alarm message over the LAN to a client PC that you designate.
•Support Anywhere's Auto Alert client software allows any designated
client PC running Windows to receive server messages over the LAN.
The following illustration shows how this works.
Windows NT
NetServer
Client
Printer
Support Anywhere Server
Server software detects that
one of the hard disks is
almost full. A message is
sent over the LAN via SNMP
to a designated client
workstation.
Support Anywhere
Client The designated
client workstation
receives the alarm and
displays an Auto Alert
message on the screen.
The message contains
a description of the
problem and advice on
what to do.
NetWare
NetServer
SNMP Alarm
12
Figure 3: How You Receive Alarm Notification
Problems With Solutions
By assigning a client workstation to network management, you can use Auto
Alert to oversee all HP NetServer E Series servers connected on the local
network.
A typical Auto Alert notification is shown in the figure below. In this case, the
HP NetServer is notifying the Auto Alert Client via the network that a hard drive
is nearing total storage capacity.

Chapter 2 Introducing HP Support Anywhere
13
Figure 4: Example HP Auto Alert Alarm
Auto Alert's traffic light displays the severity of the alarm at a glance. A red light
indicates a problem requiring immediate attention. A yellow light signals a
warning and a green light indicates a return to normal server operations. The
blue "i" symbol is an informational message only; no action is necessary. In this
example, Auto Alert warns that a change (in this case a notice regarding disk
storage on the server's drive C has occurred at HP NetServer "NRD-C006". The
date and time of the alarm are also noted. To interpret the alarm, click Advice.
If you want to find out more about the server that sent the message (and you fully
installed Support Anywhere), click Go There to launch your client's web browser
program to automatically access the server's home page.
Web Interface Features
Support Anywhere's web interface takes you right to a problematic server. You
can browse through your server's web pages to get detailed information about the
server's current operation, configuration, and operational history. In fact, you can
view critical functions and statistics for each server you've setup for web support
whenever you want using the interface provided by your own browser (either
Netscape or Microsoft Internet Explorer).

Chapter 2 Introducing HP Support Anywhere
14
Support Anywhere is flexible in its management of multiple network operating
systems (NOS). However, to use the web interface features, the following NOS-
specific rules apply:
•For Novell NetWare/IntranetWare, each server that you want to manage
via a Support Anywhere web page must either be a web server, or must be
managed via a Windows NT web server.
•For Microsoft Windows NT, only one server needs to be set up as a web
server. Non-web servers can have links on the web server's Support
Anywhere web page. Note that you may establish a secondary Windows
NT web server as a backup in case the primary web server goes down.
The following figure shows Support Anywhere installed in a typical office
intranet environment.
Support Anywhere
Client
Using a web
browser, the designated
client workstation may
go to the HP Support
Anywhere web page on
the web server to view
detailed information
about any server on the
LAN.
1
Windows NT
Web Server
Client
NetWare
Web Server
Windows NT
or NetWare
Non-Web Server
3
Support Anywhere
Server
A single Windows
NT web server can
have an HP Support
Anywhere web
page with links to
any other servers.
Support Anywhere
Server
Each Novell
NetWare web
server can have an
HP Support
Anywhere web
page.
2
Figure 5: HP Support Anywhere in an Office Intranet
Using a web browser on the client, you can get critical information about your
servers and their operational status. The following figure illustrates the server
management features of Support Anywhere's web interface.

Chapter 2 Introducing HP Support Anywhere
15
Figure 6: HP Support Anywhere Server Description Page
HP Auto Alert Features
Support Anywhere's alarm notification feature, Auto Alert, provides:
•Alarm notification in an easy-to-use, intuitive 'stoplight' interface
•Problem identification, coupled with appropriate remedies
•Server operational status: up/down
•Centralized monitoring of multiple HP NetServers running either Novell
NetWare/IntranetWare or Windows NT network operating systems
•Notification of NetServer disk space capacity, network interface card
(NIC) status, SCSI adapter and device problems, and potential HP
NetServer SCSI hard disk problems
•Multiple Client support. (Data from monitored HP NetServers can be
directed to more than one workstation.)
•Automatic Server Restart (ASR) notification

Chapter 2 Introducing HP Support Anywhere
16
HP Auto Alert Alarms List
The table below lists the types of monitoring and alarm notifications that may be
sent to your HP Auto Alert Client.
Table 1: HP Support Anywhere Monitor and Alarm Capabilities
Status and Alarm Capabilities Description
Server SCSI status* Warns you of SCSI adapter and device problems
HP Disk System* Warns you of predicted SCSI disk drive failures
Storage Capacity Planning Helps track a server's volume usage
Server Network Cards Monitors PC LAN adapter card performance
statistics and notifies you if any threshold values
are exceeded
* This alarm is not supported for disks connected to the HP Disk Array Controller
accessory product.
Remote Console Options
The HP NetServers E Series incorporate remote access capabilities. Using
pcANYWHERE32 (included on the HP NetServer Navigator CD-ROM) or
terminal emulation software of your own choosing, you can access your
NetServer from a remote site. Remote access is particularly useful for network
administrators, VARs, support technicians, and other maintenance personnel
who can evaluate, maintain and, if necessary, reconfigure a NetServer remotely.
The HP NetServer E 40 and E 45 offers a range of remote control capabilities.
With a modem connection at one of the NetServer's serial ports, personnel at a
distant workstation or terminal can control server functions (including the boot
process), run diagnostic utilities, and perform NOS-level configuration
procedures.
Support Anywhere includes three distinct methods you can use to control an HP
NetServer remotely. These are:
•HP's Console Redirection (E 40 and E 45 only)
•Graphics Console Redirection (Windows NT)
•RCONSOLE (Novell NetWare)
In addition to HP's hardware-level Console Redirection (E 40 and E 45 only), two
NOS-specific methods of redirecting NetServer operations are supported and
documented for use with a NetServer E Series system: