Sun Microsystems SE9900 Installation

Guidelines for Sun Microsystems Installation Team for Successful installation of SE9900's Provided by the EMEA SE9900 Service Control Centre

Table of Contents
1.ArrayStart..........................................................................................................................................2 2.Obtainin Su!!ort "eady Status.......................................................................................................# $.Sun SE9900 %iTrac&'() Any*+ere Installation.............................................................................., #.Installation of () Any*+ere.............................................................................................................#.2. ()Any*+ere .ersion 9.2.............................................................................................................#.$. ()Any*+ere .ersion 10.,.1......................................................................................................1,.Installation of %iTrac& on S.(.......................................................................................................2/ -.Ensurin t+e modem *ill dial out...................................................................................................$# 0.Ensurin t+e modem can acce!t incomin calls.............................................................................$0 /.End1To1End (rocess.......................................................................................................................$/ 9.Testin %iTrac& dialout ca!abilities...............................................................................................$9 10.(ost Installation.............................................................................................................................#1 11."emo2al of %itrac& and ()Any*+ere..........................................................................................#2 12.%iTrac& 3ialin 4umbers...............................................................................................................#$

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1.ArrayStart
Purpose6 T+is document !ro2ides a c+ec&list of tas&s and deli2erables for *+ic+ Sun Su!!ort Ser2ices +a2e res!onsibility for. (lease ensure all tas&s are com!leted. T+ere are additional ser2ices offered by Sun to facilitate installation and inte ration of an SE9900 unit7 t+ese are not detailed in t+is document. Suc+ ser2ices are not t+e res!onsibility of Sun Su!!ort Ser2ices and s+ould not be attem!ted e. . SE9900 Soft*are confi uration7 SA4 inte ration. Scope6 T+is document does not describe eac+ action7 for furt+er details see& uidance from t+e reference document. 8urt+er Ad2ice6 *eb6 +tt!6''se9900.emea' email6 emea1se99001scc9sun.com !+one6 e:t 229907 e:ternal ;## 12,2 #22990

Tasks6 1. Site Sur2ey <+tt!6''se9900.emea'tem!lates'sitesur2ey.+tml= <a=Ensure Analo ue Tele!+one >ine a2ailable near to SE9900 install location <b=Ensure ade?uate access for !+ysical installation of SE9900 <c=)+ec& load limitations on floor 2. Sun StorEd e ArrayStart SE99:0 <+tt!6'' scc.sfbay'stora e'se9900'emea'information'arraystart.+tml= <a=Installation of %ard*are <b=Assembly of frames <c=)onnection of !o*er <4ote7 Sun Su!!ort Ser2ices are not to !+ysically *ire t+e connectors on t+e SE99007 t+is must be !erformed by a ?ualified electrician= <d=Installation of any Sun su!!lied %@A re?uired. <4ote7 ot+er 2endor %@A are not to be installed by Sun= <e=(+ysical connection of SE9900 to Sun %@A <f= )onfi uration of s*itc+es is not !art of ArrayStart. $. Installation of Soft*are <a=Enter SE9900 >icense &ey<s= <do not confi ure t+e associated !roduct= <b=Install "emote )onsole <c=Install %iTrac& Soft*are <d=)+ec& firm*are 2ersion of SE9900. Inform EMEA SE9900 S)) if u! rade re?uired. #. )onfi uration and customisation <a=)onfi uration of >3E.s as !er customer re?uirements <b=8ormat of >3E.S <c=)onfi uration of !ort ty!es <d=Ma!!in of re?uired >A4S to re?uired !orts <not >ASE or ).S= <e=Insert SiteBI3 2'#$ Sun Microsystems Internal Use only - SE9900 Installation .er 1./.10 5 1-'01'0-

<f= )onfi uration of %iTrac&. See Sun SE9900 %iTrac&'() Any*+ere Installation ,. .erification <a=)onfirm !resentation of >A4 to Ser2er <Sun attac+ only=. If t+e final solution in2ol2es s*itc+es7 confirm installation usin a non !roduction or test system7 c+ec& SE9900's >A4s are bein !resented at t+e SE9900 !orts. -. )ustomer Education <a=Inform customer of correct call lo in routine i.e. use of SE9900 s'n 4OT +ost s'n <b=8amiliarise customer on use of SE9900 "emote )onsole 0. "eturn Install )om!letion )+ec&list SE9900 to se99001info9sun.com <+tt!6''se9900.emea'tem!lates'!ostinstall.+tml= <a=Tele!+one 4umber of SE9900 unit <for "emote Access su!!ort= <b=Serial 4umber of unit <c=%osts connected <ty!e and O'S= <d=SiteBI3

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2.Obtaining Support Ready Status

@efore an SE9900 installation can be com!leted7 t+e status of t+e unit needs to be set to 'Support Ready' In order to obtain Su!!ort "eady status a number of !rocesses need to be com!leted. Antil a system is Su!!ort "eady7 no %i1Trac& monitorin 2ia t+e "S) can be !erformed. (rocesses to be com!leted61 1. %itrac& +as been installed and confirm SIM alert recei2ed 2ia S)) and S)) can !erform remote dialin. See t+e section in t+is document 'Sun SE9900 Hitrac !PC Any"here Installation' 2. (ost install tem!late +as been recei2ed by t+e S)). See t+e section in t+is document 'Post Installation# $. End1To1End !rocess c+ec& +as been !erformed. See t+e section in t+is document 'End-$o-End Process '

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3.Sun SE9900 HiTrack/PC Anywhere Installation

T+e follo*in document described t+e actions to be ta&en by t+e Onsite Installation En ineer to com!lete t+e installation of t+e SE9900. On com!letion of t+is7 t+e SE9900 *ill be setu! to send %iTrac& alerts to Sun Microsystems7 and t+e SE9900 S)) *ill be able to remotely access t+e SE9900 <if !ermitted by t+e customer= T+e follo*in sections must be com!leted in order. Section 1 6 Installation of () Any*+ere on t+e S.( Section 2 6 Installation of %iTrac& on t+e S.( Section $ 6 Testin %iTrac& dialout ca!abilities Section # 6 (ost installation 4ote7 if ()Any*+ere and %itrac& +a2e already been installed by t+e 8actory7 it is li&ely t+is *ill fail to correctly rin bac&. (lease see t+e section '"emo2in %itrac& and ()Any*+ere' to remo2e t+e !re2ious installations and start from section 1 of t+is document.

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4.Installation of PC Anywhere
T+e installation of () Any*+ere de!ends on *+ic+ 2ersion of ()Any*+ere you are installin . T+e follo*in t*o sections !ro2ide uidelines for ()Any*+ere 2ersions 9.2 and 10.,.1

4.2. PCAnywhere Version 9.2

T+is section describes installation of () Any*+ere on a 8ront S.(. A 8ront S.( is a SE9900 system *+ic+ +as a modem connection !+ysically installed in t+e S.(. Insert t+e () Any*+ere )3 into t+e )3 dri2e. 1. T+e )3 *ill auto run.

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2. T+e dis!lay as s+o*n in 8i 1 *ill be dis!layed. Select t+e o!tion CInstall pcAnywhere 9.2C $. 4e:t select t+e o!tion CpcAnywhere 9.2 Host/RemoteC #. T+e installer *ill no* run and t+e Symantec pcAnywhere Setup Wizar . -'#$ Sun Microsystems Internal Use only - SE9900 Installation .er 1./.10 5 1-'01'0-

,. 8ollo* t+e screen instructions. Enter customer information as Aser 4ame 6 SE99007 or anisation CSun MicrosystemsC. -. Select a 'Typical' installation. 0. )lic& install to start t+e installation. /. Once t+is +as com!leted7 you *ill be as&ed about installation o!tions. 3eselect <remo2e t+e tic&= from all $ o!tions. See 8i 2. )lic& !e"t

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9. Dou *ill t+en be as&ed to re ister !cAny*+ere. )lic& on t+e Skip button. 10.Once t+e installation is com!lete7 you'll be !rom!ted to reboot t+e S.( before *or&in *it+ any ot+er soft*are. "eboot at t+is time.

Setu! of () Any*+ere
To start !cAE6 )lic& on t+e Start button. Select Pro#rams. Select symantec pcA!$WH%R% from t+e menu.

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On startin t+e !ro ram for t+e first time7 you'll o t+rou + a series of ste!s !ut fort+ by !cAE's S)art Setup *i+ard6 1. T+e first t+in it *ill as& for is t+e ty!e of modem t+e user *ould li&e to use. )+oose t+e modem installed and t+en clic& on !e"t. 2. 4o* t+e Setu! EiFard *ill as& *+at ty!e of 4et*or& (rotocol you *is+ to use. If it doesn't already dis!lay it7 select T&P/IP for your c+oice7 and t+en clic& on !e"t. $. T+e !ort used for 3irect )onnections is ne:t. @y default7 it *ill dis!lay >(T1. Go a+ead and &ee! t+is at t+e default selection and t+en clic& on !e"t. #. T+e setu! *iFard *ill t+en as& you to s!ecify a lo in name and !ass*ord. 3eselect <remo2e t+e tic&= from t+e Speci,y a lo&in na)e and pass"ord o!tion. )lic& !e"t7 t+en 'inish. ,. Dou *ill t+en a ain be as&ed to re ister. )lic& Skip and confirm by ans*erin yes.

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4o* t+at !cAny*+ere is runnin 7 you can alter t+e internal settin s6 1. Select Tool from t+e toolbar7 and t+en select Application (ptions...

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2. T+e tab t+at comes u! first by default is t+e one for System Setup. 8rom +ere you'll insert t+e com!uter name as s+o*n in 8i $. (lease enter Serial 4umber 5 )ustomer name. $. )lic& on Apply and t+en () to close t+is *indo*. T+e settin s in t+e rest of t+e tabs are correct by default and s+ould not be adGusted. #. As s+o*n in 8i # be sure t+e *e a Host P& button is de!ressed7 and t+en ri +t clic& on t+e icon for t+e +o em and t+en c+oose Properties. Dou'll be reeted by a t+e screen dis!layed in 8i ,. &onnection In,o *ill be t+e tab first dis!layed <by default=. )+ec& t+e bo: for t+e modem ty!e you installed earlier in t+is !rocedure and ma&e sure none of t+e ot+er bo:es are c+ec&ed. T+e list you'll see on your mac+ine *ill not necessarily loo& identical to t+e one dis!layed belo*.

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,. @e sure t+e Modem entry you c+ec&ed off is +i +li +ted and t+en clic& on t+e -etails... button to brin u! t+e Eindo*s screen dis!layin t+e selected entry's !ro!erties. 1. Asin 8i -7 2erify t+at )OM2 is dis!layed <t+ere mi +t be some 2erbia e referrin to )OM2 *it+ an inference to t+e I" !ort7 but *it+ t+e I" !ort disabled t+at's o&ay. 4e2er delete t+e +ard*are entry for t+e I" !ort7 only disable it.

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2. AdGust t+e s!ea&er 2olume to t+e le2el !referred for your site. At t+e 2'$ 2alue dis!layed7it is ty!ically ?uite noticeableH +o*e2er7 it seems 2olume c+aracteristics can sometimes 2ary from () to (). $. Set t+e ma:imum s!eed for ,0-00. >ea2e t+e c+ec&bo: belo* t+is settin unc+ec&ed. T+ou + faster modems allo* for a s!eed u! to 11,2007 it's not feasible to set it. T+e ability to transfer files is im!acted not only by !+one line ?uality but also by t+e lon distances bet*een t+e su!!ort centre and t+e sites from *+ic+ t+e information is collected. T+ere are times *+en t+e rate is !ur!osely set to 19200 or less at t+e tec+ su!!ort end of t+e connection *+en disconnects !la ue attem!ted data transfers. #. After 2erifyin t+e settin s7 clic& () to e:it t+e screen.

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-. 4e:t select t+e Settin#s tab and set u! all fields to be e:actly as t+ey are dis!layed in 8i 0 belo* 1. 8or Host Startup7 ensure t+at t+e bo: for Run Mini)ised is unc+ec&ed. 2. 8or t+e section re ardin Abnormal >oss of )onnection6 1. Set t+e Wait 2alue to 0. 2. 8or t+e section on Host (ptions7 select t+e bullet for Cancel Host. $. 8or Security7 add a c+ec& to t+e bo: to acti2ate it7 and t+en select t+e bullet for Restart host co)puter. $. 8or +o em &onnection7 &ee! t+e delay at '0 seconds. #. 8or t+e last section titled %n o, Session6 1. 8or Host (ptions7 select t+e bullet for Cancel Host. 2. 8or Security7 lea2e t+e bo: unc+ec&ed <inacti2e= 0. 4o* select t+e tab labelled Security (ptions. 1. In t+e u!!er ri +t corner of t+e *indo* <see 8i /=7 use t+e !ull1do*n menu to c+an e t+e %ncryption .e/el to 1one .

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2. Ander Session options7 c+ec& t+e bo: for -isconnect i, inacti/e and set t+e time1 out 2alue to '/ minutes. $. T+e ot+er tabs in t+is *indo* don't need to be adGusted. )lic& on Apply and t+en select () /. 4e:t7 from t+e main *indo* of !cAE <8i 9=7 clic& on t+e lar e button titled "emote )ontrol. "i +t clic& on t+e 4et*or& icon <+i +li +ted= and t+en select (ro!erties from t+e resultin menu.

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9. .erify in t+e &onnection In,o tab <dis!layed by default= t+at T)('I( is selected. T+ere is no need to c+ec& -etails... on t+is screen. 10.Select t+e tab for Security (ptions and c+an e t+e %ncryption le/el from pcA14*HERE to none as dis!layed in 8i 10

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%i& '0

11.(ress t+e Apply button and t+en select (). 12.Select t+e *e a Host P& button. 1$.Dou can no* e:it !cAny*+ere by selectin t+e 8ile menu and %"it.

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4.3. PCAnywhere Version 10.5.1

Insert t+e ()Any*+ere )3 T+e )3 *ill auto1run

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Select 'Install !cAny*+ere 10.,.1' 8rom t+is you can select t+e installation ty!e you re?uire. Dou *ill only need '%ost Only'7 see 8i 12

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Eindo*s installer *ill no* run. 8ollo* t+e standard *indo*s installation !rocedure as s+o*n in8i 1# and 8i 1,

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Enter t+e default user for t+e )ustomer information. 8i 1<Any user information can be added7 acce!t t+e default=

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Select a ty!ical installation7 8i 10 8ollo* t+e instructions of 8i 19 and 8i 20

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Select 4e:t for t+e Su!!ort ?uestions from Symantec.

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8or re istration of ()Any*+ere7 clic& on S&i!7 8i 2$

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Once installation is com!lete7 you *ill as&ed to reboot t+e S.(.

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Select Des to restart t+e S.(

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Once t+e reboot +as com!leted7 start ()Any*+ere from t+e Start1I(ro rams1ISymantec !cAny*+ere menu78i 20

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Once ()Any*+ere +as started7 you *ill be offered a c+oice for t+e %ost o!tions. Select t+e 'modem' o!tion and ri +t clic& to !roduce t+e menu. Select t+e !ro!erties o!tion. <see 8i 2/ belo* =

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Dou *ill no* be in t+e connection info tab. Ensure t+at t+e correct modem is already c+ec&ed.<see 8i 29= If )OM1727$7# is selected t+en t+is is incorrect and *indo*s +as not disco2ered t+e modem installed in t+e S.(. <Dour modem ty!e maybe different=

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)lic& on t+e Settin#s tab7 and set all t+e o!tions as s+o*n in 8i $0. Ensure t+e &ancel Host o!tion is selected in bot+ instances.

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I+P(RTA!T0 this section is new ,or /ersion 12.3.1 Select t+e ')allers' tab7 ensure t+e Authentication type is set to pcAnywhere7 clic& on t+e 'ne* item' under t+e caller list7 as s+o*n in 8i $1

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A !ew &aller *indo* *ill be dis!layed. 8or t+e I enti,ication tab enter t+e follo*in . (lease ensure t+is is correct as it *ill !re2ent dial in access.

>o in 4ame6 sun (ass*ord6 se9922

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Select t+e Pri/ile#es tab7 and select t+e Superuser o!tion7 as s+o*n in 8i $$

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4o* select () and t+e )allers list *ill return7 s+o*in t+e caller 'sun'

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Select t+e Security (ptions tab7 and c+ec& t+e 2alues are t+e same as s+o*n in 8i $,

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4o* clic& () to return to t+e main ()Any*+ere *indo*. 8rom t+e ()Any*+ere menus7 select Tools 45 (ptions

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Select t+e Host (peration tab7 %ost name selection to 6ser e,ine .

8or t+e system +ost name7 enter t+e serial number of t+e SE9900. T+is concludes t+e setu! of t+e ()Any*+ere confi uration. )lic& O&7 and t+en clic& E:it on t+e main ()Any*+ere *indo*.

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5.Installation of HiTrack on SVP

-o not procee unless pcAW has 7een installe %itrac& 2ersion 0.@ is no* a2ailable. It is recommended to install at least t+is 2ersion from t+e microcode )3 *+en !erformin t+e installation. Earlier 2ersions of %itrac& +a2e &no*n !roblems. Installin %i1Trac&. Insert t+e microcode )3 in t+e cdrom dri2e of t+e S.(. 3ouble clic& on t+e +y &omputer icon 3ouble clic& on t+e )3"OM icon <3ri2e E= 3ouble clic& on t+e Tools folder 3ouble clic& on t+e HiTrack folder 3ouble clic& on t+e ht8*.zip <or ht99.zip for later 2ersions=. Dou *ill be as&ed for a directory to unFi! to. Enter c6Jtem! E+en t+e unFi! +as com!leted7 close t+e unFi! dialo *indo*.

3ouble clic& on t+e +y &omputer icon a ain 3ouble clic& on t+e & -ri/e 3ouble clic& on t+e temp directory 3ouble clic& on t+e setup icon

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8ollo* t+e on1screen instructions7 and it *ill ta&e you t+rou + t+e ste!s to install e2eryt+in you'll need. Ans*er t+e ?uestions as follo*s6

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Select system type : Select eit+er 99-0 or 9910

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%nter S! : Dou must ensure you enter t+e correct serial number. On t+e 99-0 t+is is on a !late at t+e front of t+e mac+ine7 do*n t+e bottom. <In t+e area *+ere t+e +ost cables are routed=. On t+e 9910 system t+is is on t+e rear of t+e system <o!en t+e rear door=

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+ultiple systems : If t+is SE9900 is !art of a >A4 of 9900 systems select Des7 if it is not connected to any ot+er SE9900 systems7 select 4o.

If you are installin a 2ersion of %iTrac& before 0.# you *ill be as&ed t+e follo*in 6 HiTrack to loa a San -ie#o list: Select 4o. If you are installin 2ersion 0.# or reater you *ill be as&ed t+e follo*in 6

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-ialin# Se;uence to place a call: (lease enter t+e !refi: number to obtain an outside line. If t+is re?uires a !ause bet*een dialin t+e !refi: and any number !lease add a comma. E. . 07 or 97

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%i& .(

Restart win ows : Des

After t+e reboot t+e normal S.( console *indo* *ill e2entually a!!ear. Iconise t+is *indo* as t+e %iTrac& confi uration *indo* *ill be +idden be+ind t+is. See 8i #$

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Install 1 Dou'll need to enter in site confi uration information unless you'2e installed a ne* 2ersion o2er an older7 e:istin 2ersion. E2en if you do use an e:istin confi uration7 it is a ood idea to c+ec& it and ma&e sure t+e modem initialisation strin s are correct.

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Enter t+e follo*in information6

Site I- <8= : T+is is t+e site I3 for t+is customer site. It is a 0 di it 2alue t+at +as been assi ned to t+is customer. T+is information *ill +a2e been !ro2ided by t+e EMEA SE9900 S)). It must be a 2alue t+at starts K2. If you do not +a2e t+is 2alue7 !lease contact t+e EMEA SE9900 S)) on e:tension 22990 and re?uest it. If t+is 2alue is incorrect Sun Microsystems *ill not recei2e any %iTrac& alerts for t+is system. .ine I enti,ier : T+is is a !ull do*n list7 select t+e first item Account !ame : T+is is a name to identify t+is customer. Dou +a2e a 12 c+aracter field to enter t+e customers information. Account Phone !um7er: T+is is for information only. Dou s+ould enter t+e !+one number used for t+e %iTrac& !+one line &entral Phone !um7er 1 : T+is is t+e first dial +ome number. T+is 2alue is also &no*n as t+e () collector. "efer to !a e #$ for a list of numbers to use t+at are local to t+is customer site. 3o not use any ot+er number7 e2en if %3S su est t+ere is a more local number. Eac+ of t+ese numbers is confi ured to acce!t Sun Microsystems SE9900 %iTrac& alerts. <"emember to include any re?uired !refi:es on customer !+one line to et an outside line= &entral Phone !um7er 2 : As abo2e7 select an alternati2e number. 4ote7 %iTrac& selects numbers 1 and 2 in a round robin order. +o em Set Strin# 1 > 2 : >ea2e t+ese 2alues as !er default. If you re?uire any c+an es for t+ese <don't *ait for dialtone7 etc.= !lease add t+em and inform t+e EMEA SE9900 S)) on any c+an es. Weekly -ay 1 E+at you are doin +ere is c+oosin t+e day t+at %i1Trac& uses to send in a reater amount of information about t+e subsystem t+an it ty!ically sends in on a daily call. A daily call *ill re!ort information and c+aracteristics about t+e subsystem7 and t+e *ee&ly call *ill not only send in t+at information7 but also a file t+at contains all t+e serial numbers for all t+e %33s installed in t+e subsystem. Run Time Hour > +inute 1 T+is sets t+e time of day t+at %i1Trac& *ill ma&es its daily7 and *ee&ly7 call +ome to 2erify e2eryt+in is functionin !ro!erly. -&% Spee : >ea2e t+is as default. $roubleshootin& tip5 If you +a2e !roblems successfully connectin *it+ t+e modem7 t+is could be due to a noisy !+one line. >o*erin t+e 3)E s!eed may +el! *it+ noisy connections. &all (ut 1 T+is enables or disables %i1Trac&'s ability to call +ome for any reason. @y default t+is is disabled. (lease c+an e to Enable. Re ial Attempts 1 Al*ays set t+is 2alue to 12. T+e 2alue dis!layed reflects +o* many times %i1 .er 1./.10 5 1-'01'0-

$1'#$ Sun Microsystems Internal Use only - SE9900 Installation

Trac& *ill try to dial +ome usin eac+ of t+e )entral (+one numbers. Essentially7 if it is set to 127 t+en %i1Trac& *ill attem!t to call +ome 20 times before it i2es u!. T+is comes in +andy if %i1Trac& tries to call in durin a time of +i + acti2ity.

HT &on/erter 7oar : >ea2e t+is as default pcAW ialin#: T+is is t+e !refi: number re?uired for an outside line. 4ote7 you *ill still +a2e to enter t+e !refi: to t+e 'central dialin sites' as t+is !refi: is only used by !cAny*+ere. $roubleshootin& tip5 If you +a2e !roblems *it+ ()Any*+ere tryin to dial out before %itrac& +as released t+e modem7 add a !ause to t+e be innin of !cAE dialin strin 7 a !ause is a comma7 e. .6 !cAE dialin 6 7

4o* clic& () Dou must no* *ait7 t+e system *ill !rocess t+e information and confi ure t+e modem.

E+ile *aitin 7 ensure t+e '"emote Maintenance Enable' s*itc+ located at t+e to! of t+e Ser2ice !anel is set to Enable. )+ec& *it+ t+e customer *+at t+eir re?uired security is7 and if t+is s*itc+ can be left in t+e Enable state. %o*e2er for t+e installation !lease set it to Enable so t+e EMEA SE9900 S)) can confirm dialin. On t+e Eindo*s 9,'9/ Tas& @ar t+ere *ill be an iconised *indo* named 6 %3S %i1Trac& <8ront=7 clic& on t+is to o!en u! t+e *indo*. T+e *indo* may not o!en until t+e !rocessin is com!lete. Eait for about , minutes. Once t+is *indo* is o!en7 t+ere *ill be se2eral menu o!tions at t+e to!6

Site In,ormation : Select t+is o!tion if you *is+ to c+an e any of t+e information you !re2iously entered. %or Hitrac 26- 5 PcAW : Select t+is o!tion.

Dou *ill be !resented *it+ a furt+er o!tion of Phone !um7ers. Select t+is. 4o* an list of "in @ac& numbers *ill be dis!layed. If t+is is a ne* installation t+is *ill be em!ty. At t+e bottom is an o!tion %na7le Remote Initialisation0 ensure t+is bo: is c+ec&ed <enabled=

Test : 8rom t+is menu item t+ere are se2eral o!tions7 select6 .er 1./.10 5 1-'01'0-

$2'#$ Sun Microsystems Internal Use only - SE9900 Installation

Weekly &all : T+is *ill enerate a test !+one +ome to t+e () )ollector. T+is *ill also transfer confi uration information bac& to Sun. Initiate t+is an *ait for confirmation from %iTrac& t+at t+is +as successfully com!leted. <T+is *ill ta&e u! to $0 minutes to com!lete=

4ote6 3o not close any *indo*s runnin on t+e S.(. E+en you +a2e finis+ed confi urin %iTrac& iconise t+e *indo* so t+at it disa!!ears bac& to t+e Tas& bar. 4ote6 T+is is 2ery im!ortant to !erform before re?uestin dialin testin . (art of t+e *ee&ly call *ill u!date t+e !ass*ords stored in %iTrac& to allo* dialin to function.

$$'#$ Sun Microsystems Internal Use only - SE9900 Installation

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6.Ensuring the modem will dial out

@efore testin %iTrac& and re?uestin dialin c+ec& from t+e Ser2ice )ontrol )entre7 !lease !erform t+e follo*in c+ec&s61

Is Eindo*s modem settin s set to '(ulse 3ialin 'L

%i& ..

8rom t+e control !anel <)lic& 'Start' and 'settin s' and 'control !anel'=. See 8i ## 3ouble clic& on t+e +o em icon. Select 3ialin (ro!erties <see 8i #,=

$#'#$ Sun Microsystems Internal Use only - SE9900 Installation

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%i& ./

In t+e dialin !ro!erties *indo*7 c+ec& t+at 'Tone' dialin is set. If it is not set clic& on 'Tone'. 4ote7 if you *is+ to clic& OM in t+is *indo* you *ill +a2e to enter an area code. Ase any area code you *is+. See 8i #-

4e:t c+ec& t+at t+e !+one line is set for international dialin . As& t+e customer if t+ere are any restrictions on t+e !+oneline dialin internationally. If t+ere are any doubts connect a tele!+one +andset to t+e modem line and dial ;## 12,2 #20100. T+is is t+e EMEA S)) modem number. T+e modem s+ould not ans*er7 but you s+ould +ear it rin in . If you are installin t+is system in Germany7 you !ossibly need to set '4o dial tone' or t+e K$ o!tion on t+e modem. Ensure in t+e %iTrac& modem strin settin t+at K$ is included in t+e initialisation strin . Also7 in t+e *indo*s modems settin s *it+in t+e 'modem !ro!erties' t+ere is a dialo bo: 'Eait for dial tone before dialin '.

$,'#$ Sun Microsystems Internal Use only - SE9900 Installation

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%i& .0

$-'#$ Sun Microsystems Internal Use only - SE9900 Installation

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7.Ensuring the modem can accept incoming calls

3urin a dialin situation7 !lease ensure t+e follo*in is c+ec&ed to allo* dialin to occur.

Is t+e '"emote Maintenance S*itc+' enabledL If t+e system is runnin %i1Trac& 2ersion less t+an 0./7 and t+e remote s*itc+ +as recently been s*itc+ed to enable7 t+en t+e S.( *ill re?uire a reboot to reco nise t+e s*itc+ c+an e. )+ec& t+e modem number su!!lied is correct. If you +a2e access to anot+er !+one7 call t+e number !ro2ided and c+ec& if you +ear t+e modem rin in . If t+e subsystem is a SE9900 or SE99/0 !lease refer to t+e EMEA SE9900 S)) alert $/7 details s+o*n belo*6 *hen atte)ptin& to connect to the subsyste) via PC Any"here7 the )ode) "ill not ans"er inbound re8uests6 Ho"ever7 the )ode) )ay still dial outbound ,or ni&htly Hi-$rac updates6 $o resolve the issue veri,y both *indo"s (000 and the 9irco) :Country Select utility: are con,i&ured properly6 $he 9irco) Country Select utility can be ,ound by &oin& to 5 Start Menu - Pro&ra)s 9irco) Utilities - Country Select6 $he *indo"s (000 Country!Re&ion settin&s can be set by &oin& to the Phone and Mode) ;ptions in Control Panel7 and double-clic in& the desired location in the <ocation bo=6 *hen this is opened7 a :Country!Re&ion: drop do"n bo= is displayed7 ,ro) "hich one o, )any country settin&s can be selected6 Selectin& a country "ill allo" *indo"s (000 to properly deter)ine "hether or not to add certain pre,i=es "hen dialin& a nu)ber ,ro) that country6 It does not a,,ect the country or location settin&s on a speci,ic device such as a )ode)6

$0'#$ Sun Microsystems Internal Use only - SE9900 Installation

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8.End-To-End Process
T+e function of t+e End1To1End !rocess c+ec& is to ensure t+at once a %itrac& SIM is enerated t+e "S) is notified and a "adiance case is o!ened on t+e correct in1country "adiance ?ueue. @efore t+e installation t+e follo*in must be com!leted6

"adiance @8 database must +a2e t+e system details loaded7 so cases can be o!ened a ainst t+e SE9900 serial number (lease en a e your local "adiance contact and c+ec& t+at @8 +as t+e details for t+e serial number of t+e system. T+e serial number *ill be !ro2ided to you 2ia t+e S)) *+en t+e system s+i!s from %3S. If it +as not been !ro2ided !lease contact t+e S)). See !a e 1 for contact details.

T+e EMEA "S) <"emote Ser2ice )entre= +a2e details for t+e customer site and contact information for t+e customer. T+e also re?uire radiance ?ueue names to route calls to. Inform t+e SAM'TAM or !erson res!onsible for Su!!ort Ser2ices for t+is customer to access t+e follo*in *eb !a e. +tt!6''rsc.u&')ustomerBSer2ices'%iTrac&B)M(BTem!late'inde:.+tml. 8rom +ere t+ey *ill need to enter t+e follo*in information into t+e 3escri!tion field6 )ustomer 4ame Serial 4umber Site I3 4umber <K20....= "adiance )ontact )ontact Times "adiance Nueue 4ame )ustomer )ontact Alternati2e )ustomer )ontact

An e:am!le of t+e information re?uired can be found at +tt!6''rsc.u&'%iTrac&'M4O'inde:.+tml

$/'#$ Sun Microsystems Internal Use only - SE9900 Installation

.er 1./.10 5 1-'01'0-

9.Testing HiTrack dialout capabilities

4o* t+at %iTrac& +as been com!letely installed7 *e need to test t+at %iTrac& alerts are recei2ed by Sun Microsystems for t+is system. 8irst7 contact t+e EMEA SE9900 Ser2ice )ontrol )entre to inform t+em t+at a test is about to be !erformed. T+e EMEA SE9900 S)) can be contacted on e:tension 229907 or e:ternally by ;## 12,2 #22990.Inform t+e S)) of t+e follo*in information6

T+e customer name6 BBBBBBBBBBBBBBBBBB T+e siteid of t+e system 6 K20BBBBBB T+e serial number of t+e system6 BBBBBBBBB T+e tele!+one number of t+e modem connected to t+e S.(6 BBBBBBBBBBBBBBBBBB Any !refi:es re?uired to dialout of t+e S.(7 t+is is re?uired for rin bac& to be correctly set by t+e S))6 BBBBBBBBBBB Dour name6 BBBBBBBBBBBBBBBBBBBBBBB A contact number t+e S)) can reac+ you on6 BBBBBBBBBBBBBBBB T+e 2ersion of %itrac& t+at is installed. T+is is dis!layed on t+e '%itrac& 8ront' *indo*.

Once t+e S)) +a2e confirmed all t+is information7 insert a fault into t+e SE9900 to enerate a !+one +ome. T+e sim!lest met+od to do t+is is to disable one of t+e %33 !o*er su!!lies for t+e %3A canisters. Eac+ canister +as 2 !o*er su!!lies so t+is *ill not im!act t+e system. S*itc+ t+e to le s*itc+ to disable on one of t+e !o*er su!!lies. T+e S.( *ill re!ort a Pen in# SI+ messa#e. Dou s+ould +ear t+e modem !ic& u! and dial out to t+e () collector7 you may monitor t+e %iTrac& *indo* to see t+e ste!s t+at are bein !erformed. After a!!ro:imately 10 minutes after a successful dialout t+e SIM messa e s+ould be recei2ed by t+e EMEA SE9900 S)). E+en t+is is recei2ed7 t+ey *ill contact you on t+e !ro2ided number. After t+ey +a2e confirmed successful recei!t of t+e SIM7 you can t+en !erform t+e maintenance action to fi: t+e !o*er su!!ly and clear t+e SIM lo . If t+e S)) do not contact you after 20 minutes of eneratin t+e SIM7 c+ec& t+e confi uration !arameters are correctly set and contact t+e S)) a ain for furt+er assistance. 4o* t+at t+e SIM +as successfully been recei2ed7 t+e EMEA SE9900 S)) *ill confirm t+at t+ey can dial in. Dou *ill +ear t+e modem !ic& u! and t+e S)) *ill t+en enter t+e re?uired "in @ac& numbers into %iTrac&7 t+en t+ey *ill initiate a rin bac& re?uest. Dou *ill +ear t+e modem dial out a ain. E2entually t+e S)) *ill ta&e control of t+e Eindo*s en2ironment on t+e S.(. E+en t+ey +a2e com!leted t+e dialin test t+ey *ill contact you a ain to confirm e2eryt+in is com!leted.

$9'#$ Sun Microsystems Internal Use only - SE9900 Installation

.er 1./.10 5 1-'01'0-

3e!endin on t+e customer re?uired security le2el7 you may no* disable t+e remote maintenance s*itc+. <If t+is customer understands t+e security !rotection t+at %iTrac& +as already built in7 t+en !lease lea2e t+e remote maintenance s*itc+ enabled. T+is *ill im!ro2e res!onse times to calls if escalation to t+e S)) is re?uired.

#0'#$ Sun Microsystems Internal Use only - SE9900 Installation

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10.Post Installation
Once t+e installation +as finis+ed7 !lease com!lete t+e tem!late located at +tt!6''se9900.emea'tem!lates'!ostinstall.+tml "eturn t+at tem!late to se99001info9sun.com Information t+at you *ill need to at+er from t+e customer site to com!lete t+is form includes <but not limited to=6 Ser2er Attac+ed ty!es'models'dri2er 2ersions S*itc+es ty!es'2ersions Serial numbers of +osts attac+ed to SE9900 unit All t+e information you entered into %iTrac& >en t+ of time %3S assisted *it+ t+e installation7 includin tra2el time.

#1'#$ Sun Microsystems Internal Use only - SE9900 Installation

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11.Removal of Hitrack and PCAnywhere

If it is re?uired to remo2e %itrac& and ()any*+ere from t+e S.( !lease follo* t+ese ste!s61

Asin Eindo*s 'Add'"emo2e !ro rams' remo2e Symantic ()Any*+ere. )lic& on t+e 'Start' button7 and select Settin s7 and t+en select ')ontrol (anel' A ne* *indo* *ill a!!ear. 3ouble clic& on A /Remote pro#rams 8rom t+e list !ro2ided7 scroll until you find Symantec P&Anywhere7 clic& on t+is. An o!tion to remo/e *ill be a2ailable. )lic& remo2e. Eindo*s *ill t+en as& you to confirm your actions Once ()Any*+ere +as been remo2ed you can no* remo2e %iTrac& )lose t+e %iTrac& 8ront and %iTrac& 3ata *indo*s T+e S.( *ill *arn t+at closin t+ese *indo*s *ill sto! %iTrac& 3ouble clic& on +y &omputer icon 3ouble clic& on t+e ) dri2e Select t+e %3S directory7 ri +t clic& and select elete 4o* reboot t+e S.(

%iTrac& and ()Any*+ere +a2e no* been remo2ed.

#2'#$ Sun Microsystems Internal Use only - SE9900 Installation

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12.HiTrack Dialin Numbers

&ountry Austria @el ium 3enmar& 8rance Germany Israel Italy 4et+erlands 4or*ay S!ain S*eden S*itFerland AM &ollector P& !um7ers #$ 1 212-0/0 $2 2-# $# ,09 #, #,,0 ,99# #, #,/0 $9,$ $$ 1#0 -10-## $$ $20029/-0 #9 -1 0$ /0# 1-00 #9 /9 90, 0-,/, 902 990 0#,$/ 902 990 0#,$9 $9 02 #0$ 09292 $9 02 #0$ 092/$1 #1/ -,$$-2 $1 #1/ -,$02#0 -012 ##0, #0 -0,$ 1#-2 $# 91, 90#/00 $# 91, 90#/01 #- / -,, /,21 #- / -,, /00$ #1 1 /02 -#9$ #1 #$ /19 102$ ## 1-1 929/#$$ ## 10,$ -1/--0 !o. P&s $ 1 1 1 $ 2 1 2 1 1 1 1 1 1 1 1 1 1 1 1 2 1 1 2 Manc+ester Sto&e (o es .ocation .ienna @russels )o!en+a en )o!en+a en (aris >ille 8ran&furt Munic+ Tel A2i2 Tel A2i2 Milan Milan Eardenbur Eardenbur Oslo Oslo Madrid Madrid Stoc&+olm Stoc&+olm Ouric+

(lease note6 Ensure t+at you select t*o () )ollectors from different locations. I.e. 3o not7 for e:am!le7 select t+e t*o () )ollectors in '4et+erlands' to et+er. @ot+ t+ese are in t+e same location7 and could !ossibly bot+ fail if t+ere is a failure at t+at location.

#$'#$ Sun Microsystems Internal Use only - SE9900 Installation

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