LabTech Ignite Installation

Transcription

1 LabTech LabTech Ignite Installation LABTECH IGNITE INSTALLATION... 1 Overview... 1 Readiness Checklist... 1 Server Installation... 2 Creating a Client Import File Using SSL Connections SSL Configuration Additional Recommended Configuration Redirecting Transfer Directories IIS 6 Configuration IIS 7 and 7.5 Configuration Configuring Backup Internet Connections Configuring Alternate Ports Configuring Antivirus on the LabTech server Document Revision History Overview LabTech manages your entire technology infrastructure with one central management interface. LabTech is built by System Administrators for System Administrators and designed to increase the efficiency of your technical support staff and provides powerful, enterprise level support in an IT solution provider or corporate IT department environment. LabTech will not only increase efficiency, you can measure the efficiency improvement with the built-in, robust ticketing and technical resource management system. Readiness Checklist IMPORTANT: Be sure you have completed the Installation Prerequisites prior to installing LabTech; otherwise, your installation may fail or components of LabTech will not function correctly. The following checklist will help you evaluate if you are ready to install LabTech. If you cannot put a checkmark in all checkboxes to indicate that it has been completed, then please go back to the Installation Prerequisites document to complete those items. Please note that some items are only applicable to 2003 Server or 2008 Server. Does the server meet the hardware requirements? IIS 6.0 or higher installed?.net 3.5 installed? Service Pack 2 installed, if using 2003 Server? IIS 6.0 Compatibility (all features) installed, if using 2008 Server? ASP and ASP.net installed? Enabled? 27A LabTechInstallation 1

2 LabTech Ignite Installation Server Installation Have you verified that NONE of these applications are installed on the server? Microsoft SharePoint Services (any version), Windows Update Services (any version), or Apache Web Service (any version? Are you able to access the Internet from the server? Have you forwarded ports 70, 80, 443, 5500 and to the server? Have you forwarded port 70-75UDP to the server? Have you registered a FQDN for the server with your registrar? Did you set up a new zone matching your external domain name? Did you add the www and other records you need and set them the same as they are on the external DNS server? Did you add a labtech record and use the local IP address of the server? Did you set up an additional SMTP connector for mail using anonymous connections and did you use the LAN IP of the server to restrict anonymous connections? Did you install a SMTP server on the server to use as a backup mail server? Did you make sure you that your secondary mail server is running on the same SMTP port as the primary mail server? Did you set it to allow everyone to relay and allow everyone to contact? Did you configure smart host to be the primary mail server? Anti-virus and anti-spyware applications on the server are disabled? Is the LabTech server set up with a static IP address? If you want to import clients, you will need to create a client data file. The file can be created in Notepad or Excel. Refer to the Creating a Client Import File section for instructions. The instructions will be the same for both Windows 2003 and 2008 servers. The additional recommended configuration later in this document will have steps for both 2003 and 2008 setups. Follow the instructions listed below to install LabTech on your server: 1. Download the LabTech installation executable. 2. Right-click the LabTech installation executable icon and from the menu that displays, select Run as Administrator. 27A LabTechInstallation 2

3 LabTech Figure 1: LabTech MSP 2012 Installation 3. Click Yes to continue. The Readme Information will display. 4. It is important to read the Readme Information before continuing. Click Next when finished. The installer will start unpacking files. This may take a few moments. 5. When unpacking of files has completed, you will be prompted to install Crystal Reports Figure 2: Crystal Reports Installation 6. Read the EULA and click Accept. 7. LabTech will start to download all necessary files. This may take a few moments and once this has completed, the LabTech Installation Wizard will display. 27A LabTechInstallation 3

4 LabTech Ignite Installation Figure 3: LabTech MSP 2012 Setup Wizard Step 1: Welcome 8. Click Next. 27A LabTechInstallation 4

5 LabTech Figure 4: LabTech 2012 Information 9. Read the LabTech 2012 Information and click Next. 10. Read the License Agreement. Select I Agree if you agree and click Next. 11. Enter your Name and Organization in the Customer Information window and click Next. 12. You will be prompted to confirm installation. Click Next to start the installation. This will take a few minutes. Once files are copied, the Installing LabTech window will display as shown below. 27A LabTechInstallation 5

6 LabTech Ignite Installation Figure 5: Installing LabTech Ignite 13. Enter your CD Key and click Validate. You will receive a message that your CD key is valid, if it is valid. Click OK to close message. If it is not valid, verify your CD key and try again. 14. LabTech will automatically enter a random password in the System Password field. This password is used to install remote agents. This should be a simple password and will be visible to most users. It is recommended that you change it from the default password. IMPORTANT: DO NOT use any special characters (e.g., &,*,%,^) in the System Password field. Capital case, lower case and numbers only. Any special characters will cause some processes to fail. 15. Leave LTShare Path with the default value of C:\LTShare unless your system drive is a different drive letter. 16. Create Network Share is checked by default. Leave this at the default. This will map the local LTShare directory to the L: drive (must be mapped to L:). 17. Download ToolPak is checked by default. This toolpak contains all of the additional software LabTech requires for its probes and scripts. You will need to the leave this selected (default setting) in order to ensure you download the toolpak. 18. The System Configuration will default to LabTech Ignite. It is recommended to keep the default setting as this creates a system with all of the options and a single managed services group for increased simplicity. Empty System will install only the bare minimum to run a LabTech server 19. Click on Install LabTech Server. This will take several minutes. You will see varying progress bars as the installation progresses. After several minutes, the 27A LabTechInstallation 6

7 LabTech Installation Complete window will display. This will indicate that LabTech has been successfully installed. Figure 6: Installation Complete 20. Click Close to close this window. This will start the MySQL Connector/ODBC 3.51 Setup Wizard. 27A LabTechInstallation 7

8 LabTech Ignite Installation Figure 7: MySQL Connector/ODBC 3.51 Setup Wizard 21. Click Next. Figure 8: MySQL Connector/ODBC Setup Type 22. Select Typical setup and click Next. You will be prompted to confirm installation. Click Back to make changes to the installation settings or click Install to continue. 27A LabTechInstallation 8

9 LabTech Figure 9: Setup completed 23. Click Finish. The LabTech Log In will display as shown by the following. Figure 10: Installation Complete 24. The next step is to login to the LabTech Control Center and go through the Getting Started wizard. 25. Enter the UserName. Admin is the default user name and is case sensitive. 26. Enter the Password. Admin is the default password and is case sensitive. 27A LabTechInstallation 9

10 LabTech Ignite Installation NOTE: It is recommended to change the Admin password and not leave at the default. 27. Select the Remember Password checkbox if you want LabTech to remember the password. 28. Enter the FQDN (e.g., LTserver.labtechsoftware.com) of the server in the Server field. 29. The Port will default to Leave at the default, unless advised otherwise. 30. Select labtech from the Database drop-down. If unable to connect to any of the specified MySQL hosts, then double-check your server name for accuracy. 31. Slow Network Link will automatically be enabled. If disabled, the Control Center will skip loading network intensive information upon opening. The data will only be loaded, as necessary. This is very useful when using the Control Center through a remoting tool or a low bandwidth wireless connection. 32. Enable SSL will encrypt the data sent. This checkbox is selected when you are connecting over a TCP connection and you want to secure the database connection. 33. Click Login. The Getting Started Wizard will display. Figure 11: Getting Started Wizard 34. It is recommended to work through the wizard to set up some of the basics. Leave External System set to None at this time and click Next to continue. 27A LabTechInstallation 10

11 LabTech Figure 12: Company Setup NOTE: You can skip any of the screens by clicking the Skip button and you can manually set up later. 35. Enter your company and contact information. 36. Click Next and then Yes to confirm changes. Figure 13: Default Alerting Contact 27A LabTechInstallation 11

12 LabTech Ignite Installation 37. It is recommended that you enter Monitor Alerts as the name for the Default Alerting Contact. This will help you easily identify the default alert contact in the Contacts list. The default alert contact will receive all monitor alerts as a default, if additional contacts are not configured on the Monitor Creation/Configuration screens. address is a required field. 38. Click Next, then Yes to confirm changes. Figure 14: User Accounts 39. All technicians that will be using LabTech must be added. You can do it here or you can do it later through the Control Center. To enter them here: a) Enter UserName: Enter the user name the technician will be using. b) Enter Password: Enter the password associated with the user name. The password must be a minimum of four characters and it is case sensitive. c) Confirm Password: Confirm the password you just entered. d) Address: Use the same address that the technician will be using to send s. e) Click Add to add the technician. Repeat for each technician you want to add. 40. Click Next. 27A LabTechInstallation 12

13 LabTech Figure 15: Importing Clients You have the option to import your clients. You can import from this wizard, via the Tools menu or add your clients manually. To use the wizard to import your clients, you will need to have a data file already created. For more information on how to create this file, refer to the Creating a Client Import file section. 41. Click Skip to skip this section or if you have a client import file created, click on the Select DataSource button and navigate to the file and click Open. The number of records to import will display in the upper-left hand side of this window. There is no need to map the fields in the.csv file to the fields in this window. Click Next. The clients will show up on your navigation tree in the Control Center, under the Clients section. NOTE: If you imported clients, you will want to verify that the clients imported and that all of the information is appearing in the correct fields after you have completed the wizard. If the information in the fields is incorrect, correct your import file and reimport. 27A LabTechInstallation 13

14 LabTech Ignite Installation Figure 16: Networking Configuration 42. Enter the FQDN of your LabTech server (e.g., LTserver.xyzcomputers.com). This should resolve to the router that is forwarding ports 70 and Click Test HTTP to test the HTTP connection. If port 80 has not been forwarded to the LabTech server, you will get a message that it has not been configured properly. Check port 80 and try again. 44. Click Test Redirector to test the redirector. If port 70 has not been forwarded to the LabTech server, you will get a message that it has not been configured properly. Check port 70 and try again. 45. Click Next. If prompted to apply changes, click Yes. 27A LabTechInstallation 14

15 LabTech Figure 17: Mail Configuration 46. LabTech uses for a variety of purposes, such as alerting and ticketing. In order to use , these settings need to be configured. a) Support This is the address that is used to send mail from the LabTech system. b) SMTP Address: Set the outgoing SMTP address (e.g., smtp.mail.com). c) SMTP Port: The port used for communication. d) SMTP Username: The user name to login to the SMTP server. e) SMTP Password: The password associated with the SMTP user name. f) POP Address: Set the incoming address of the POP server (e.g., pop.mail.com). g) POP Port: The port used for communication. h) POP Username: The user name to login to the POP server. i) POP Password: The password associated with the POP user name. j) Disable Incoming Sets the POP Address to a blank and disables the POP incoming mail. 47. Click Test to check your settings for SMTP and POP . If the test was unsuccessful, make any necessary changes and re-test. Once successful, click Next to continue with the wizard. 27A LabTechInstallation 15

16 LabTech Ignite Installation Figure 18: Agent Branding 48. The Agent Branding of the Getting Started Wizard allows you to brand the agent s remote tray, change the name of the monitoring service that appears in Services and enter a URL that your client can click on (e.g., your website containing your support information). Agent branding can also be configured in Admin > Templates > Branding. a) System Icon: You can change the icon that appears in the agent s tray by clicking Load Icon and navigating to the icon image. The icon image must have the.ico extension and should be sized 16 by 16 pixels, in 256 colors. b) System Title: The system title will display when hovering over the icon in the system tray and at the top of the navigation tree in the Control Center as shown by the following screen capture. c) Agent Name: The Agent Name field defaults to LabTech Monitoring Service. You can leave at the default or you can change it. If you changed it from the default, it will appear in your Services under the name you entered in this field (e.g., XYZ Monitoring Service). d) Help URL: If you enter a URL, this is the URL that will be navigated to when a user selects Help from the menu that displays after clicking on the agent tray icon. NOTE: Any branding changes you make will not take effect until the Control Center is restarted. 49. Click Next and then Yes to confirm changes. 27A LabTechInstallation 16

17 LabTech Figure 19: Installing the LabTech Agent 50. This tells you how to install the agent on the remote computer and shows you the URL to the Web Control Center. The URL shown in the above screen capture is for demonstration purposes only. This will not be the URL to your Web Control Center. Refer to the Agent Deployment documentation for step-bystep instructions on how to install and deploy agents. Click Finish to close the wizard. 51. If using SSL and requiring all connections to be SSL or redirecting to the SSL site, follow the steps in the Using SSL Connections section of this document. 52. Complete the Additional Recommended Configuration section of this document 53. Install the Control Center on your technicians workstations. Instructions can be found in the Control Center Installation documentation. 54. Next step is to start the Onboarding process. Refer to the LabTech Ignite documentation to get started. NOTE: Scripts, dataviews, plugins, etc. can be downloaded from the Marketplace. For a full explanation and instructions on how to use the Marketplace, please refer to the Marketplace documentation. The only plugins that are enabled with a full installation are the Deployment Manager Dashboard, LabTech Ignite and the License Manager. All other plugins will need to be downloaded from the Marketplace. Creating a Client Import File Clients can be imported or they can be created manually in the Control Center. The import file you create can be used during your initial installation or later through the Tools > Import > Clients option. The file can be created in Excel or Notepad. 27A LabTechInstallation 17

18 LabTech Ignite Installation In Notepad: File layout: Name (friendly name of company), First name, Last name, Company name, Address 1, Address 2, City, State, Zip, Phone, Fax, and Comment. All fields must be enclosed in quotes and separated by commas. All lines are terminated by a carriage return and line feed. The first line must be empty. File saved as.csv. If one of the fields needs to be left blank, include quote, space, quote as a place holder for the field (e.g., ). If you do not do this, your information will not appear in the correct fields after the import. Your file layout should look similar to the following: Figure 20: Sample Client Import File Created in Notepad In Excel: File layout: Name (friendly name of company), First name, Last name, Company name, Address 1, Address 2, City, State, Zip, Phone, Fax, and Comment. First row should be the column names. Must have a column for all fields. File saved as a.csv (comma separated) file. Your file layout should look similar to the following: Figure 21: Sample Client Import File Created in Excel Using SSL Connections If you are using SSL and require all connections to be SSL or redirecting to the SSL site, add the following key to the registry: 1. From the Registry Editor (regedit), navigate to: 32-bit: HKLM\Software\Labtech\Agent 27A LabTechInstallation 18

19 LabTech 64-bit: HKLM\Software\Wow6432Node\LabTech\Agent Figure 22: Registry Editor, 64-bit LabTech\Agent 2. Select New > String Value. Figure 23: Registry Editor Add String Value 3. Name the string value Webserver. 4. Double-click on Webserver and enter 27A LabTechInstallation 19

20 LabTech Ignite Installation Figure 24: Registry Editor Edit String 5. Click OK when finished. The new value should look similar to the following: Figure 25: Registry Editor Webserver Value SSL Configuration 6. Close the Registry Editor. Here are some articles that will help you with configuring Secure Sockets Layer (SSL): How to create and install an SSL certificate (Microsoft site) How to set up SSL on IIS 7 Ordering and installing on an IIS 7 Windows Server 2008 machine Additional Recommended Configuration Redirecting Transfer Directories We recommend redirecting your transfer directories in LabTech off to an external or hosted website or FTP server. This will allow you to host the LabTech server at your office without causing saturation problems on your bandwidth. For instructions refer to the Offsite Hosting documentation. IIS 6 Configuration The following instructions will walk you through the recommended configuration for IIS 6. These steps will: Disable HTTP Keep-Alives: The Keep-Alive features of HTTP 1.1 will cause a major load issue on a large server. There is no need for keep-alives as the LabTech server completes all processing with one request. Set the.asp Version: The ASP portion of LabTech is written for.net Framework 2.0, but the website may try to use a different version and not function correctly. You will need to specify the version to use in the configuration. Set the Default Document: Sometimes the web server does not receive the default.aspx as a default document. You may need to set this manually. Add the *MIME Type: On a Windows 2003 Server, you cannot download a file that is not in the MIME list. This will prevent you from running scripts that require external files. This is not necessary for Windows 2008 Server. 27A LabTechInstallation 20

21 LabTech Configure the Application Pool: For greater performance and to add support for multiple processors, configure the Application Pool's parameters. 1. Select Start > All Programs > Administrative Tools > Manage Your Server. 2. Click Manage this Application Server. 3. Expand Internet Information Services (IIS) Manager > your server > Web Sites. Figure 26: Application Server 4. Right-click on the web site (e.g., Default Web Site) and select Properties. 27A LabTechInstallation 21

22 LabTech Ignite Installation Figure 27: Web Site Properties 5. Deselect the Enable HTTP Keep-Alives checkbox. 6. Click the Documents tab. 27A LabTechInstallation 22

23 LabTech Figure 28: LabTech Properties Default Document 7. Click Add. 8. Enter default.aspx and click OK. 9. Use the Move Up button to move it to the top of the list, if necessary. 10. Click OK. You may get a dialog titled Inheritance Overrides. If you do, click on the Select All button and then click OK. 11. You will be returned to the main Application Server window. 27A LabTechInstallation 23

24 LabTech Ignite Installation Figure 29: Application Server 12. Right-click the server and select Properties. 27A LabTechInstallation 24

25 LabTech Figure 30: Properties 13. Click MIME Types. Check to see if the first entry in the list is ".*" with a type of "application/octet-stream". If so, skip to step Click New. Figure 31: MIME Type 15. Enter.* in the Extension field. 16. Enter application/octet-stream in the MIME Type field. 17. Click OK to accept. 18. Close these windows to return to the main Application Server window. 27A LabTechInstallation 25

26 LabTech Ignite Installation 19. Expand Internet Information Services (IIS) Manager > your server > Application Pools. Figure 32: LabTech Application Pool 20. Right-click on LabTech and select Properties. 21. Click on the Performance tab. 27A LabTechInstallation 26

27 LabTech Figure 33: Performance 22. Disable the Limit the kernel request queue (number of requests), if selected. 23. Disable Enable CPU Monitoring, if selected. 24. Enter the number of processors your LabTech server has in the Web Garden field. 25. Click OK. This will return you to the main Application Server window. 26. Expand Internet Information Services (IIS) Manager > your server > Default Web Site > Web Sites. 27A LabTechInstallation 27

28 LabTech Ignite Installation Figure 34: Application Server Web Sites 27. Right-click LabTech and select Properties. 27A LabTechInstallation 28

29 LabTech Figure 35: ASP.NET 28. Click on the ASP.NET tab. 29. Select from the ASP.NET version pull-down, if necessary. 30. Click OK. 31. Close IIS. IIS 7 and 7.5 Configuration The following instructions will walk you through the recommended configuration for IIS 7.5. These steps will: Disable HTTP Keep-Alives: The Keep-Alive features of HTTP 1.1 will cause a major load issue on a large server. There is no need for keep-alives as the LabTech server completes all processing with one request. Set the Default Document: Sometimes the web server does not receive the default.aspx as a default document. You may need to set this manually. Configure the Application Pool: For greater performance and to add support for multiple processors, configure the Application Pool's parameters. 1. Select Start > Administrative Tools > Internet Information Services (IIS) Manager to open the IIS Manager. 2. Select your server and click on View Application Pools. 27A LabTechInstallation 29

30 LabTech Ignite Installation Figure 36: IIS Manager Figure 37: Application Pools 3. Click on Set Application Pool Defaults from the right navigation menu. 27A LabTechInstallation 30

31 LabTech Figure 38: Application Pool Configuration 4. Select v2.0 from the.net Framework Version, if not already selected. 5. On 64-bit operating systems, set Enable 32-Bit Applications to True. 6. Set the Limit Interval to 0 to disable CPU Monitoring. 7. Verify Idle Time-out (minutes) is set to Click OK. This will return you to the main IIS window. 9. Expand the web server > Sites > Default Web Site. 27A LabTechInstallation 31

32 LabTech Ignite Installation Figure 39: Default Web Site LabTech 10. Select LabTech. 11. Double-click on HTTP Response Headers in the IIS section. 27A LabTechInstallation 32

33 LabTech Figure 40: IIS Manager: HTTP Response Headers 12. On the HTTP Response Headers page, in the Actions pane, click Set Common Headers. Figure 41: Set Common HTTP Response Headers 13. Deselect the Enable HTTP Keep-Alive check box and click OK. 14. Click on LabTech on the left navigation menu to return to /LabTech Home. 15. Double-click on MIME Types. 27A LabTechInstallation 33

34 LabTech Ignite Installation Figure 42: MIME Types 16. If.* is in the list, skip to step 19. Otherwise, proceed to step 17. Figure 43: Add MIME Type 17. Enter.* in the File Name Extension field and application/octet-stream in the MIME type field. 18. Click OK. This will return you to the MIME Types window. 19. Click on LabTech on the left navigation menu to return to /LabTech Home. 20. Double-click on Default Document. Figure 44: Default Document 21. If Default.aspx displays, skip to step 23. Otherwise, proceed to step Click Add (right-hand side of window) and enter Default.aspx in the Name field and click OK. 23. Click on LabTech on the left navigation menu to return to /LabTech Home. 24. Click on Advanced Settings on the right navigation menu. 27A LabTechInstallation 34

35 LabTech Figure 45: Advanced Settings Application Pool 25. Verify that the Application Pool is set to LabTech. If it isn t, click on LabTech to bring up an ellipsis button and select LabTech from the Application Pool drop-down. 26. Click OK. 27. Click OK again to close the Advanced Settings. 28. Close IIS. Configuring Backup Internet Connections LabTech supports multiple Internet connections for your system. If you have more than one internet connection on your main system's LAN, you can forward ports 80 and 443 (SSL) to the LabTech server on both routers. You will need to have a fully qualified domain name (FQDN) for each internet connection. When you install a LabTech agent, you will specify the FQDNs in the server address line separated by a pipe ( ). For Example: Router A - labtecha.yourdomain.com Router B - labtechb.yourdomain.com Router C - labtechc.yourdomain.com 1. In the Control Center, expand Admin > Templates. 2. Right-click a template and select Templates > Modify Template. 27A LabTechInstallation 35

36 LabTech Ignite Installation Figure 46: Template Configuration 3. Click on the Agent Settings tab. 4. Select the Enable checkbox to enable the Server Address field. 5. Enter each of the FQDN s in the Server Address field separated by a pipe ( ). 6. Click Save. Figure 47: Sample Multiple Internet Connections Setup By doing this, the agent will use router A as the primary connection, router B as secondary and router C as the last resort. The agent will support five servers and will always use the first server unless it is unavailable; then it falls back to the next in list, and so on. Configuring Alternate Ports The LabTech server can run on any port. Port 80 is the default and can be changed in the IIS Manager. You can also run the LabTech server on multiple ports, so that some clients are connecting on port 80, some on port 7000, and still others via SSL. The steps will vary depending on the version of IIS being used. Please refer to the appropriate section for the corresponding instructions: IIS 6 or IIS 7 and 7.5. In IIS Select Start > Administrative Tools > Internet Information Services (IIS) Manager to open the IIS Manager. 27A LabTechInstallation 36

37 LabTech Figure 48: IIS Manager Expand the web server > Web Sites. 3. Right-click the web site you wish to configure and select Properties. In this example, it will be Default Web Site. 27A LabTechInstallation 37

38 LabTech Ignite Installation Figure 49: Default Web Site Properties 4. Click the Web Site tab. 5. Change the TCP port number in the TCP Port field or click Advanced for multiple port settings a) If Advanced was selected for multiple port settings, click Add to add the additional ports. b) Click OK to save the changes and OK again to return to the Default Web Site Properties. 6. Click OK to close this window. In IIS 7 or Select Start > Administrative Tools > Internet Information Services (IIS) Manager to open the IIS Manager. 27A LabTechInstallation 38

39 LabTech Figure 50: IIS Manager Bindings 2. Expand the web server > Sites and select the web site you wish to configure. In this example, it will be Default Web Site. 3. In the Actions section, click Bindings. 4. Click Add to add a new binding or click Edit to change an existing binding. 5. Click OK to save the changes. 6. Close the Site Bindings window when finished. Configuring Antivirus on the LabTech server Running antivirus software on the LabTech Server is discouraged as they cause a significant loss of performance. If you need to employ antivirus software on the server, follow these guidelines to increase performance: 1. Disable scanning of %Programfiles%\Labtech\MySql\. 2. Disable scanning of *.tmp and *.MYD files. 3. Disable all network monitoring/blocking. 4. Disable Web Request scanning. NOTE: Some antivirus software packages can lock MySQL files and cause the database to roll back transactions. Document Revision History Date Notes 04/01/2011 New document for 2011 installation. 04/25/2011 Removed instructions to disable UAC. 27A LabTechInstallation 39

40 LabTech Ignite Installation 08/17/2011 Updated for /29/2011 Updated for 2012 release. 04/03/2012 Updated for 2012 LabTech Ignite release 10/27/2012 Updated for 2012 SP1 27A LabTechInstallation 40