IBM Tivoli Composite Application Manager for Microsoft Lync Server Agent

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1 IBM Tivoli IBM Tivoli Composite Application Manager for Microsoft Lync Server Agent KB Notes and HOW TOs

2 CONTENTS Contents Overview Introduction Terms and abbreviations User Guides HOW TOs How to configure the agent startup? Does the Agent support in Cluster Environment? If Yes then provide the steps for configuration How to enable maximum trace logs? How to bundle logs for L3 team? Symptoms, Cause(s) and Solutions Appended DO NOT LOCALIZE THIS STRING value at the end of EventCategory field value in EventLog workspace When the V6.2.3 agent upgraded to the V6.3.0 using SDA feature, on TEP client the Navigator view displays old agent name The workspaces/views will be shown blank for the Role Services which are not installed on Agent Machine Line chart view names are updated to total instead of Top3 instances in Lync Server agent v Multiple CWA instance with same name showed in User Sessions Table Views Event message is truncated in Event Log workspace view if it exceeds 2000 characters Navigator items and workspace titles are labeled with internal names like in a format Kxx:KXX bit Lync Agent will display limited data for OCS 2007 R2 and Lync Server bit Lync Agent will display limited data for OCS 2007 application Historical data collection is unavailable Process name is truncated if the process name used is long... 14

3 1 Overview 1.1 Introduction This document lists and provides solutions to common problems faced by customers of IBM Tivoli Microsoft Lync Server Agent during setting up/monitoring of the product in their OCS\Lync Server environments. The intended audience of the document is Level 2 personnel for IBM Tivoli Microsoft Lync Server Agent and the customers of the product.

4 1.2 Terms and abbreviations Term / Abbreviation IBM ITM Lync L3 OWA TEP CWA LWA OCS L3 OWA TEP OCS Lync CWA LWA UC A/V IM CCCP/C3P MCU QoE SIP TLS SIPEPS PAS AMS SDA CDR AS MSMQ FQDN NTLM Description International Business Machines IBM Tivoli Monitoring Launch your new communicator Level three support Outlook Web Access Tivoli Enterprise Portal Communicator Web Access Lync Web Access Office Communications Server Level three support Outlook Web Access Tivoli Enterprise Portal Office Communications Server Launch Your New Communicator Communicator Web Access Lync Web Access Unified Communication Audio Video Instant Messaging Centralized Conference Control Protocol Multipoint Control Unit Quality of Experience Session Initiation Protocol Transport Layer Security SIP End-Points Proxy Agent Services Agent Management Services Self Describing Agent Call Detail Record Application Sharing Message Queuing Fully Qualified Domain Name NT LAN Manager 1.3 User Guides Provide the links for UG s online links

If any other specific credentials required other than the default Local System Account, then right click on agent service and select Change

5 2 HOW TOs 2.1 How to configure the agent startup? By default the Agent is installed and running by Local System account which have administrative Privileges over the System. If any other specific credentials required other than the default Local System Account, then right click on agent service and select Change Startup. The options are displayed as in the image below, provide the username and the password of the user configured which has appropriate rights/privileges to various groups. Once done, click OK. Recycle the Agent to take the configuration effects

6 2.2 Does the Agent support in Cluster Environment? If Yes then provide the steps for configuration SQL Backend used in Lync Server Deployment supports Clustered Environment for user load balancing. But Lync Agent need to be installed on each Server Role machine to view data for respective role services.

The logging has certain levels to it and for the maximum coverage the logging has to be set to the maximum.

7 2.3 How to enable maximum trace logs? The Lync Server Agent generates a set of logs while it runs. It logs some steps in its execution. These logs are helpful to trace the working of the Lync Server agent in case of a failure or if the agent is not working as expected. The logging has certain levels to it and for the maximum coverage the logging has to be set to the maximum. Follow the steps mentioned below to enable the perfmon counters. Step 1) Launch the IBM Tivoli Monitoring application Step 2) Right click the agent name and click Advanced and then Edit Trace Parms Step 3) Select / set the options as in the image below and click OK

8 2.4 How to bundle logs for L3 team? The logs generated by the agent are trace marks about the working of the agent. These logs contain vital information about the steps the agent executed. The logs generated by the agent are located at the path C:\IBM\ITM\TMAITM6\logs (in case the agent is installed on another drive, the path would start with that drive letter). ZIP the logs folder entirely to be sent to the L3 team. We can use the PDCollect tool to gather detailed logspdcollect tool - This program is intended to collect diagnostic information from the computer on which it is executed. Collected data includes: -system configuration -environment -disk space information -network state -errors and warnings from the event log -configuration and log files Command line syntax is: pdcollect.cmd [options] [work-directory] Where: "work-directory" is the directory to be used to collect the data. Do not specify the root directory of a disk partition as the work-directory. If not specified, %TEMP% is used. Note: On UNIX platforms, the combined filename and path name cannot be larger than a total of 255 characters. On AIX systems, the filename must be less than 100 characters and path names must be less than 155 characters. Refer: 3_7_3_2_2_6#pdcollect

9 3 Symptoms, Cause(s) and Solutions 3.1 Appended DO NOT LOCALIZE THIS STRING value at the end of EventCategory field value in EventLog workspace - In the EventLog workspace, the following characters might be appended at the end of the values in the EventCategory field. *** DO NOT LOCALIZE THIS STRING - Ignore these characters as it is as per design This issue is applicable to the following Microsoft OCS versions: Office Communications Server 2007 Office Communications Server 2007 R2 None. 3.2 When the V6.2.3 agent upgraded to the V6.3.0 using SDA feature, on TEP client the Navigator view displays old agent name When you upgrade the Microsoft OCS agent v6.2.3 to the Microsoft Lync Server agent v6.3.0 by using the Self Describing Agent (SDA) feature, the Navigator Physical view of the Tivoli Enterprise Portal Client displays the agent name as Microsoft OCS instead of Microsoft Lync.

10 It s the limitation of ITM framework. - Complete the following steps to correct the problem: 1. On the computer where you installed the Microsoft Lync Server Agent, click Start > Programs > IBM Tivoli Monitoring > Manage Tivoli Enterprise Monitoring Services. The Tivoli Enterprise Monitoring Services window is displayed. 2. Right-click Monitoring Agent for Microsoft Lync Server and click Stop. 3. On the Tivoli Enterprise Portal Client, right-click the disabled Agent and click Clear offline entry. 4. In the Manage Tivoli Enterprise Monitoring Services window, right-click Monitoring Agent for Microsoft Lync Server, and then click Start. - If the problem persists, recycle the agent by completing the following steps: 1. On the computer where you installed the Tivoli Enterprise Portal Server, click Start > Programs > IBM Tivoli Monitoring > Manage Tivoli Enterprise Monitoring Services. The Manage Tivoli Enterprise Monitoring Services window is displayed. Right-Click Tivoli Enterprise Portal Server and click Recycle. 3.3 The workspaces/views will be shown blank for the Role Services which are not installed on Agent Machine. - Data will be displayed in workspaces only for the Available Role (on portal represented as Navigator) of OCS/Lync Server on agent machine and other workspaces will show blank data in views. - As per OCS/Lync Server Architecture different supported roles are installed separately on different machine. So the data will be displayed only for available Role on Agent machine. e.g. If only CWA role is installed on a machine and Lync agent is present on that machine then on portal client in CWA navigator only data will be displayed and other navigators and workspaces might not show data for a same agent machine. - None. 3.4 Line chart view names are updated to total instead of Top3 instances in Lync Server agent v6.3.0

11 When you have configured OCS agent v6.2.3 to ITM infrastructure which has installed support for Lync Server Agent v6.3.0, you will see updated Line chart view names which are plotted based on _Total instance instead of Top3 instances for the workspaces SIP Peers Statistics and SIPEPS Transaction Statistics - Agent displays data according to latest agent support present in ITM infrastructure. - None. 3.5 Multiple CWA instance with same name showed in User Sessions Table Views. If you have installed Lync Server agent on a machine having CWA server role installed, then you might observe multiple rows with same CWA instance name for single CWA virtual server in User Sessions Summary and User Sessions Message Summary table views belonging to the CWA navigator item Please refer above screenshot Instance name CWA is displayed without # on Client Portal in CWA User Sessions Summary Table view. Where as in second screenshot we can see # for CWA instance name in perfmon.

- As per instance names showed in data source, it adds # against instance names to differentiate instances, but while fetching data to show it outside of data source used the returned data itself has

12 - As per instance names showed in data source, it adds # against instance names to differentiate instances, but while fetching data to show it outside of data source used the returned data itself has # removed from instance names. - Perfmon uses # for differentiation only on Perfmon display window. None. 3.6 Event message is truncated in Event Log workspace view if it exceeds 2000 characters - When you have a long event message in the event log workspace view, the event message is truncated if it exceeds 2000 characters. Please find the area marked in red color in above screenshot, in which characters after the word Provide get truncated in a message just because message length exceeds 2000 characters. - Truncation of event message in the event log table view on the portal is the expected behavior as 2000 characters is the maximum event message length. - None.

13 3.7 Navigator items and workspace titles are labeled with internal names like in a format Kxx:KXX Navigator items and workspace titles are labeled with internal names or agent IDs like Kxx:KXX0000 instead of the correct names (such as Communicator Web Access, Archiving), where XX and xx represent the two-character agent code. - Agent Support might not get correctly installed on TEMS, TEPS and TEP client. Ensure that application support has been added on the monitoring server, portal server, and portal client. For more information about installing application support, see Installing and enabling application support in the IBM Tivoli Monitoring Installation and Setup Guide bit Lync Agent will display limited data for OCS 2007 R2 and Lync Server 2010 When you install a 32-bit Lync Server agent on a 64-bit computer that has Lync Server 2010 or OCS 2007 R2 installed, the agent displays data only for the following attribute groups: Availability Performance Object Status Event Log - Limited functionality of 32-bit agent with 64-bit applications such as OCS 2007 R2 and Lync Server Install the 64-bit agent to monitor the 64-bit OCS 2007 R2 or Lync Server 2010 application bit Lync Agent will display limited data for OCS 2007 application When you install a 64-bit Lync Server agent on a 64-bit computer that has OCS 2007 installed, the agent displays data only for the following attribute groups: Availability Performance Object Status

14 Event Log Server - Limited functionality of 64-bit agent with 32-bit OCS 2007 application. Install the 32-bit agent to monitor the 32-bit OCS 2007 application Historical data collection is unavailable - Historical data collection is unavailable because of incorrect queries in the Tivoli Enterprise Portal - The Sort By, Group By and First/Last functions column are not compatible with the historical data collection feature. Use of these advanced functions makes a query ineligible for historical data collection. - Even if data collection has been started, you cannot use the time span feature if the query for the chart or table includes column functions or advanced query options (Sort By, Group By, First/Last). To ensure support of historical data collection, do not use the Sort By, Group By, or First/Last functions in your queries. See the IBM Tivoli Monitoring Administrator s Guide or the Tivoli Enterprise Portal online help for information about the Historical Data Collection function Process name is truncated if the process name used is long - When you use a long process name in the situation, the process name is truncated. - Truncation of process or service names for situations in the Availability table in the portal display is the expected behavior as maximum length is 100 bytes. None.

Understanding the Relationship with Domain Managers

4 CHAPTER Understanding the Relationship with Domain Managers Prime Central for HCS reports the events generated by underlying domain managers. Domain managers may also discover topology and relationships