Acano solution. Acano Manager R1.6 Installation Guide. April D

Transcription

1 Acano solution Acano Manager R1.6 Installation Guide April D

2 Contents Contents 1 Introduction About the Acano Manager Communication between Acano Manager and the Acano Solution Time-limited options in Acano Manager R Prerequisites Prerequisites for Acano Manager Prerequisites for the Outlook Plugin Installation Steps Downloading the Installation Files Installing the Acano Manager Service Installing the Interface File Running the Acano Manager Configuring Acano solution CDRs to go to the Acano Manager Checking API Configuration on the Acano Solution Defining the Acano Call Bridge to Monitor Configuration for Call Bridge Clusters Creating a cospace (Virtual Meeting Room) Making a Test Call Active Directory Sync Setup Outlook Plugin Installation Creating Exchange Mailbox Accounts for Rooms/Endpoints Providing the plugin exe and the login details Troubleshooting Acano Manager Installer Does Not Run Acano Manager Does Not Start Acano Manager Service Not Starting User Interface Not Displaying Acano Call Bridge Does Not Come Online within the Acano Manager Acano Manager Service Logs Acano Manager Installation Logs Removing the Acano Manager The Outlook plugin will not register to Acano Manager Call/coSpace Information is not being Displayed in the Outlook Invite AD Issues No cospace created in Acano Manager No user in Acano Server, but in Acano Manager No users or cospaces on both Acano Server and Acano Manager Users/coSpaces on both Acano Server and Acano Manager, but no cospace membership for the cospace owner Figures Figure 1: Acano solution communications involving Acano Manager 4 Acano solution: Acano Manager R1.6 Installation Guide D Page 2

3 1 Introduction This document explains how to install the Acano Manager R1.6 release. Acano Manager is part of the Acano solution and provides management and monitoring. CAUTION: Acano Manager R1.6 requires the Acano server R1.6.3 or later. Follow the steps in order. The document is written for experienced Windows and unified communications operators. Note: Any reference to the Acano solution or Call Bridge in this document applies equally to an Acano Server deployment or a virtualized deployment. 1.1 About the Acano Manager The Acano Manager is resource-intensive with specific server requirements and installation is not recommended on a server hosting other applications or web sites. CPU time and memory usage will vary between installations depending on the activity level and size of the video network being managed. The Acano Manager can be installed on a virtual server, but it must be provided with sufficient processor resources, memory, and disk resources. The minimum requirements assume that the Acano Manager has full access to resources. We strongly recommend installing on a dedicated server: if there are many VMs running you can overload the host and the Acano Manager will run slowly. By default the Acano Manager is configured to auto-start when the host server starts Communication between Acano Manager and the Acano Solution Acano Manager needs to retrieve the CDRs from the Acano solution and also access the API. If the Acano Call Bridge is on one subnet and the Acano Manager on another, ports need to be opened: CDRs typically use port 5566 but can be configured to whatever the customer decides to use The Acano Manager API typically uses port 80 for HTTP or port 443 for HTTPS. The IP interface is the one configured for the Web Admin Interface. Acano solution: Acano Manager R1.6 Installation Guide D Page 3

4 Figure 1: Acano solution communications involving Acano Manager Time-limited options in Acano Manager R1.6 See the Acano Manager R1.6 Release notes for new features and known issues. Acano Manager has four internal options: Call Management Dashboard (Calls In Progress page) Legacy MCUs (Cisco Codian MCUs and Polycom RMX) Billing Data Module Fail-Over The default license includes time-out functionality for Call Management Dashboard and Billing Data that expires 30 days after initial install. When the options time out, they are no longer accessible from the menu. Customers can purchase license upgrades through their standard channel. Note: When the Call Management Dashboard times out, call management is limited to one call at a time. In addition the Outlook plugin has been available from R1.1. This allows users to schedule calls using their Outlook client and reserve resources. 1.2 Prerequisites Prerequisites for Acano Manager Note: This document describes the prerequisites and procedure for a new installation. If you are upgrading from an earlier version of the Acano Manager, you should have the following prerequisites. Acano solution: Acano Manager R1.6 Installation Guide D Page 4

5 Ensure you have the following before starting the procedure described in this guide. Acano Manager R1.6 requires R1.6.3 or later of the Acano solution. Acano Manager runs on either a 32bit Windows operating system or 64bit Windows operating systems. It can also run on VMWare ESX, Citrix XenServer and Virtual Server products and on Microsoft Virtual Server 2012 or Operating System Windows Server 2012 or Windows Server 2008 R2 (32 or 64bit). All the latest security and service packs installed Windows Platform (hardware or virtual) Smaller systems (1-3 Acano Call Bridges; monitoring less than 400 Acano clients or room systems): single processor, Intel Xeon processors (3.1 GHz or above) Larger Systems (3 or more Acano Call Bridges): 1-2 processors Intel Xeon 2.4GHz or above. (E5 is a four-core processor) Memory: 8GB or more Disk space: 100GB minimum including 20GB free disk space for logging, faster disks (10krpm or 15krpm); preference is SSDs on bigger systems SQL Database Server: Acano Manager stores all its customer data in its SQL database named AMdb. This self-contained storage allows for convenient backup and recovery of customer information. SQL database is only created when you start the Acano Manager Service, not when you install it We recommend that SQL is hosted on a secondary system unless this is an evaluation deployment. A secondary system is particularly important for deployments monitoring 100+ endpoints (Acano clients and/or room systems) or high-usage video networks: there are performance benefits because of the high memory and disk I/O load associated with running a SQL server We recommend that the SQL server host is co-located with the Acano Manager so that communications are <10ms. Microsoft SQL Server 2012 or 2008 R2 (both 32bit and 64bit versions of either product are supported). Express versions can be used in non-production environments SQL user s permissions: When setting up the user accounts on the SQL server for the Acano Manager software ensure that the SQL user account (or the NT AUTHORITY\SYSTEM account if using Windows authentication) that you are going to use for the Acano Manager has sysadmin rights initially so it can create the AMdb database within SQL. After this has been done, you can remove the sysadmin rights because they are no longer required. CAUTION: Do not use Windows Authentication where the AM Service and SQL Server are on different machines. Note: To avoid the SQL user account that Acano Manager uses requiring sysadmin rights, you can have a DBA (Database Administrator) create a database named AMdb with Acano solution: Acano Manager R1.6 Installation Guide D Page 5

6 Owner access rights. Then when AM starts for the first time all the database tables are created within the AMdb. Acano Manager databases are up to 5-10GB in size depending on the number of monitored MCUS, and endpoints, and require an additional 5-10GB for SQL transaction logs/updates Note: we recommend that you take regular backups of the Acano Manager SQL database. Microsoft SQL Server 2012 or 2008 R2 Database Server must be configured with Mixed Authentication Mode enabled. All 32bit versions of Microsoft SQL Server Databases that are likely to grow to more than 10GB (approximately 600+ monitored Acano clients and/or room systems) must use a full edition of SQL Server 2012 or 2008, because of the 10GB database limitation in the Express Edition If you are using SQL Express (2008 R2/2012) we recommend that you use the SQL Express Advance edition which contains Management Studio User Interface: Acano Manager must be accessible by an IP Address on port 80 and by hostname Mail Server Access: Acano Manager requires access to an SMTP (Mail) server to send notifications. It does not require its own SMTP server and can be configured to use existing mail servers. Acano Manager supports SMTP Auth login for authentication, if required Network Access to Managed Devices: Acano Manager needs specific protocols and access to manage devices. Any network firewalls or NAT routers must allow traffic to flow to and from Acano Manager. The specific protocols and ports used are http (80) and https (443).NET Framework 4.5 ASP.NET and ASP Enabled: These IIS components must be enabled. Web Server Roles & Service: The Acano Manager server must be set up as a web server and have all the standard services enabled. Check that the following have been installed: This is the basic minimum installation requirements for the Acano Manager Interface web application. Note: The most common mistake is to miss the Application Development set of features. Be sure to install them. Note: you may require additional security items based upon your deployment requirements (e.g. Windows Authentication if you intend to use it). Windows Server 2008 series: Install the IIS role with the following items installed/enabled. Web Server Common HTTP Features Static Content Acano solution: Acano Manager R1.6 Installation Guide D Page 6

7 Default Document HTTP Errors Application Development ASP.NET.NET Extensibility ISAPI Extensions ISAPI Filters Health and Diagnostics HTTP Logging Logging Tools Request Monitor Security Request Filtering Performance Static Content Compression Management Tools IIS Management Console Windows Server 2012 series: Install the IIS role with the following items installed/enabled. Web Server (IIS) Web Server Common HTTP Features Default Document HTTP Errors Static Content Health and Diagnostics HTTP Logging Performance Static Content Compression Security Request Filtering Application Development.NET Extensibility 4.5 Acano solution: Acano Manager R1.6 Installation Guide D Page 7

8 ASP.NET 4.5 ISAPI Extensions ISAPI Filters Management Tools IIS Management Console For Windows 2008 and 2008 R2, IIS7/IIS7.5 and.net 4.5 only: The.NET Framework 4 can be installed side-by-side with previous versions of the.net Framework on a single computer. If IIS was enabled previously on the computer, the setup process for the.net Framework automatically registers ASP.NET 4 with IIS. However, if you install the.net Framework 4 before you enable IIS, you must run the ASP.NET IIS Registration tool in order to register the.net Framework with IIS and create application pools that use the.net Framework 4. If you are using Windows 2008 or 2008 R2, IIS 7 and.net 4.5 has been installed, run the following command from an account with Administrator rights. On a 64bit system: C:\Windows\Microsoft.NET\Framework64\v \aspnet_regiis.exe -i On a 32bit system: C:\Windows\Microsoft.NET\Framework\v \aspnet_regiis.exe -i Note: These steps are not required with a Windows 2012 server. Server Time: The correct server time is very important. Therefore we recommend that Acano Manager and Acano Call Bridges are all time-synced to the same time (NTP) server Prerequisites for the Outlook Plugin You need: a Customer assigned to your account in order to use the plugin the Acano Manager server address your username and password for the Acano Manager server Acano solution: Acano Manager R1.6 Installation Guide D Page 8

9 2 Installation Steps CAUTIONS: This section describes the procedure for a new Acano Manager R1.6 installation. If you are upgrading from an earlier version of the Acano Manager, you must backup the database and then uninstall that version as described later in this document before following the procedure on this section. Follow these steps in the order provided. 2.1 Downloading the Installation Files 1. Download one pair of files from the Acano partner FTP site: Interface file (the Management application) for both the 32bit application or the 64bit version (x64) Service file (the Windows service) - either the 32bit application (x86) or the 64bit version (x64) 2. Upload the files to the Windows server (physical server or virtual) on which you will run the Acano Manager. Note: There are two installation files because they do not need to be co-located. 2.2 Installing the Acano Manager Service 1. If necessary log in to your Windows server (physical server or virtual) with an account that has administrator privileges. 2. Open the directory in which you placed the installation files and right-click on the appropriate Acano-Manager-x-x-x-x-Service.exe file. 3. Select Run as administrator. The Acano Manager Installation Wizard starts. There is a pause while the installer searches for the SQL server and the prerequisites. This can take up to 20 seconds (the Next button is grayed during this time). When completed, click Next. 4. If you see a screen similar to the following, some prerequisites are missing. Depending on the missing item(s) you may choose to cancel the installation and deal with these item(s) now before restarting at step 3 above. If not be sure to install them afterwards. 5. Read the license terms and then agree to them. Click Next. 6. Choose where the Windows Service will be loaded and click Next. Acano solution: Acano Manager R1.6 Installation Guide D Page 9

10 7. Select the SQL Database server and instance from the drop-down list and ensure the Database Name is AMdb. 8. If this is the first time you are installing Acano Manager, select the type of authentication for the SQL databases: Windows or SQL. If you are using SQL: a. For Login enter your SQL user name. b. For Password enter the password associated with the SQL user name above. CAUTION: Do not use Windows Authentication where the AM Service and SQL Server are on different machines. 9. If this is the first time you are installing Acano Manager, you will be prompted to set the SQL connection string for the master database. (See the notes in the Prerequisites section about access rights.) 10. Click Test Connection. Acano solution: Acano Manager R1.6 Installation Guide D Page 10

11 If the connection completes successfully, you see Success beside the button and Next is active. 11. Click Next. 12. Keep the defaults and click Install. 13. When the installation has completed, click Finish. 2.3 Installing the Interface File 1. Return to the directory in which you placed the installation files and right-click on the Acano- Manager-xNN-Interface.exe file. 2. Select Run as administrator. 3. The Acano Manager Installation Wizard starts. When the Welcome screen displays, and the Next button becomes active click Next. 4. If you see a screen telling you that some prerequisites are missing you may choose to cancel the installation and deal with these item(s) now before restarting at step 16 above. If not be sure to install them afterwards. 5. Read the license terms and then agree to them. Click Next. 6. Complete the IIS details to create a new web site for the Acano Manager (see below), keeping the Use a Custom Application Pool Instead of the Web Site Default check box selected. Then click Next. This example creates a virtual directory AM under c:\inetpub\wwwroot Acano solution: Acano Manager R1.6 Installation Guide D Page 11

12 7. Create a new Application Pool based on the example below and click Next. 8. Choose where the Interface files will be installed and click Next. Acano solution: Acano Manager R1.6 Installation Guide D Page 12

13 9. At the confirmation page, check your previous selections and then click Install. 10. When the installation has completed, click Finish. Four configuration files are created during installation: License file: vq.lic Service configuration file: vq.service.exe.config Web configuration file web.config Monitor configuration file vq.monitor.exe.config 2.4 Running the Acano Manager Acano Manager R1.6 can be started in two ways: starting it via the Windows Service panel: open the list of Windows Services and start the Acano Manager Service. Then go on to step 29 to open a browser and log in. The alternative is to follow the steps below, which makes it easier to see the log files generated by the Acano Manager Importer 1. Go to Program Files > Acano Manager > Monitor (or Program Files x86 > Acano Manager). 2. Right-click on VQ.Monitor.exe and select Run as administrator. The Monitor opens on the Status page and looks similar to the following: Acano solution: Acano Manager R1.6 Installation Guide D Page 13

14 3. For the Primary Service, click Start. This starts the Acano Manager Service. (You can check it is running in the Windows Services window). When the service is running, the Monitor polls the service every second and updates the Statistics page. (The Monitor can be closed and the service keeps running.) 4. Open the Acano Manager in a browser by entering your equivalent of the following url: localhost/am/default.htm 5. Log in with the following credentials: User = Admin, password = password1 2.5 Configuring Acano solution CDRs to go to the Acano Manager Configure the Acano Call Bridge to send CDRs to the Acano Manager as follows: 1. Sign in to the Acano solution Web Admin Interface and go to Configuration > API settings. 2. Set the CDR URI to be that of the Acano Manager (e.g. manager system IP address>:5566) Acano solution: Acano Manager R1.6 Installation Guide D Page 14

15 2.6 Checking API Configuration on the Acano Solution 1. Add a user through MMP command: user add <username> api Enter a password twice when prompted. On first login, you will be asked to configure a new password. 2.7 Defining the Acano Call Bridge to Monitor Define the Acano Call Bridge that you want to monitor within the Acano Manager as described below (example over page). 1. In the Acano Manager go to System Data & Diagnostics > MCU List. 2. Click Add new MCU. 3. Complete the fields for the Acano Call Bridge to be managed using the example below. For Customer (optional), if required, enter a name for the MCU s owner For Name, enter the name for this MCU For Type and Version, select Acano Additional fields now display, see the example below. For IP address, enter the IP address of the Acano Web Admin Interface. TCP/IP Port number: change to 443 Select Use HTTPS For the number of ports, enter the number of actual audio/video ports on the Acano solution and then the usable numbers. The actual and usable numbers can be the same but if you want to allow for oversubscription enter a lower number for the usable figures. We suggest a minimum of 100 video ports and 500 audio ports For Listener Port, select 5566 (for CDRs) For User name and Password enter the details used to log in to the Acano Call Bridge (that is, the username and password used to access the Acano Solution API that you set/made note of in the previous section). The Verify Password field is only required if you subsequently change the MCU s login details and therefore need to update the details here to match For Meeting Room Range (cospace range), enter a range of numeric values that Acano Manager will use (each a maximum length of 15 digits) to be used as cospace IDs. Note: The range is intended to keep numeric numbers within dial plan ranges; for example to prevent two Acano servers assigning the same numeric URI which would cause the SIP server/gatekeeper to reject a call using the second one because it is a duplicate. There is no notion for ranges for alpha URIs. Acano solution: Acano Manager R1.6 Installation Guide D Page 15

16 For State, when adding a new MCU until you click Done the MCU is offline automatically. 4. Click Done. 5. For State, select Online from the drop-down list as shown above. 6. Ensure that the Windows firewall on the Acano Manager service allows traffic from the Acano Call Bridge through (and vice versa). By default, the Acano Manager assumes port 5566 but so long as communication is allowed in both directions, the actual port number is less important. (The symptom if the firewall is blocked is that when you add participants into a call, they will not join and an invite timeout diagnostic code is the disconnect reason.) Acano solution: Acano Manager R1.6 Installation Guide D Page 16

17 Note: If you have the Multiple MCU add-on module, you require an updated license file. After it has been upgraded, you can set up additional (Cisco and Polycom) MCUs using the procedure above. your current license file vq.lic to so we can upgrade it. 2.8 Configuration for Call Bridge Clusters If you are using Call Bridge clustering and want Acano Manager to monitor the cluster and manage calls on it, perform these steps. 1. Change the CDR listener port for each Call Bridge so that each Call Bridge has a unique CDR listener port. 2. Using the API perform a GET method on the /callbridges node of one of the clustered Call Bridges to determine the name of all the Call Bridges. 3. Ensure that the MCU set up in Acano Manager in the previous section has the correct name (MCU names must match the Call Bridge name exactly). 4. Set up the other Call Bridges as MCUs in Acano Manager one at a time, using the name returned by the API call as the MCU name and the CDR listener port configured above. 2.9 Creating a cospace (Virtual Meeting Room) Note: These instructions create a cospace and must not be confused with the steps to create a scheduled call. 1. Go to cospace List. 2. Click Add New. 3. Complete the details using the example below. For PIN and Guest PIN: (optional) enter a PIN or click Generate to have the Acano Manager auto-generate a PIN for this cospace For CDR Tag (optional) enter a string to be used in the CDRs to identify this cospace Select Allow Background Call so that the cospace is always available Select the cospace Owner. Acano solution: Acano Manager R1.6 Installation Guide D Page 17

18 4. Click Save Making a Test Call 1. Call into the cospace you created above. 2. Go to Call List to view all the calls you have scheduled. The call will be run at the scheduled time. 3. To monitor the call that you have just created, go to Manage or Calls in Progress. From this page you can monitor the call, change layouts, mute audio & video, and add and remove participants/devices. (Tooltips are displayed for each icon.) 4. It is also worth looking at MCU Port Usage. We recommend selecting the Split Y Axis check box to make the details clearer, as shown below. Acano solution: Acano Manager R1.6 Installation Guide D Page 18

19 5. You may also like to download the CDRs for billing purposes. Go to Billing Export, select the filter criteria and click Export. An Excel spreadsheet billing.csv downloads that looks similar to the following: Note: The Outlook plugin add-on module allows users to schedule, update and delete calls from Outlook. There is a separate Installation Guide for the Outlook plugin (coming soon). Acano solution: Acano Manager R1.6 Installation Guide D Page 19

20 2.11 Active Directory Sync Setup Management of the Active Directory (AD) configuration process moved from the Acano Server to Acano Manager from R1.1. If you intend to use LDAP services such as Active Directory (AD) to import users (and optionally cospaces) follow the steps in this section. 1. Record the AD settings on the Acano Server Web Admin Interface Configuration > AD Settings page (in case you need to perform a rollback). 2. Run Acano Manager in non-ad-authenticated mode (this is the default mode). 3. Log in to the Acano Manager interface as Admin with the password you used in R In Acano Manager from System Data & Diagnostics, go to Directory Services and add an AD Server using the details that you recorded above.. (Do NOT perform a sync yet.) Notes: When the Directory Services page opens, it prefills the defaults for importing users. You must supply the details for the AD/LDAP server, user name, password, base node and filter. Note 1: When no Customer is selected, the Username field has a default domain suffix Changing the Customer (from the drop-down list) results in this changing to a default After the default value has been displayed, you can override it (for example, changing the.com to.net ). Note 2: Acano Manager performs the AD import and creates users and cospaces in Acano Manager which results in the cospaces also being created on the Acano Server. On completion, Acano Manager instructs the Acano Server to perform a sync, at which point the Acano Server performs an AD import and creates the users. Finally, for each imported user, Acano Manager adds the user as a cospace member to the user s cospace. This enables the cospaces to be managed from Acano Manager. Note 3: When running the Importer, Acano Manager only creates new cospaces that do not have URI clashes. Also Acano Manager will never remove any cospaces that were not created by using Acano Manager. This means that any cospaces that are already on the Acano server stay on the Acano server and are not be created in Acano Manager until someone dials into that cospace. Note 4: Each imported user must have a unique XMPP user ID (JID), constructed using the JID field in the Field Mapping Expressions section of the Configuration > Active Directory. In order to construct a valid JID, any LDAP attribute used in the JID field mapping expression must be present in each LDAP record that is to be imported. To ensure that only records that have these attributes present are imported, we recommend that you include presence filters (i.e. those of the form (=*)) using a & (AND) in the Filter field under Import Settings for each attribute used in the JID field mapping expression. For example, suppose your JID field mapping expression is $samaccountname$@company.com, and you wish to import users who are members of the group cn=sales,cn=users,dc=company,dc=com, an appropriate import filter would be (&(memberof=cn=sales,cn=users,dc=company,dc=com)(samaccountname=*)) Acano solution: Acano Manager R1.6 Installation Guide D Page 20

21 5. Click Test Connection. This tests that Acano Manager can communicate with the AD server. 6. If the connection was successful, click Done. 7. Remove the AD configuration from the Acano Server Web Admin Interface. 8. From the Windows Services dialog start the Acano Manager Importer Service and click Start. Running the Importer Service automatically starts the sync. The import can take several minutes. Log files are in the Importer subdirectory of the Acano Manager directory. Acano solution: Acano Manager R1.6 Installation Guide D Page 21

22 Success or errors are indicated in the Alert panel. If s are enabled, the Importer s result and logs are ed to you. If s are not enabled, look in the \Acano manager\importer directory. You see the log file of the import. If you see a second, error file then the import had issues. Check the error details and reconfigure the AD server in Acano Manager. Then retry the sync. The import process results in all non-admin level user accounts on the Customer/Tenant being deleted within Acano Manager. Any associated calls/cospaces will also be deleted from Acano Manager. When the Synchronize command is given to Acano Server, the user list will be refreshed (and new users added, no longer existing users on AD will be deleted along with any cospaces associated with the user). It is important to note that users can only be created on the Acano Server via Active Directory/LDAP 9. Go to the Acano Manager\Importer directory. You see the log file of the import and the users and cospaces created. The users and cospaces are pushed to the Acano solution database subsequently. If you see a second (error) file then the import had issues. Check the error details and reconfigure the AD server in Acano Manager. Then retry the sync. Acano solution: Acano Manager R1.6 Installation Guide D Page 22

23 10. Users imported from AD have a user type user. If users imported from AD need promoting to Operator or Administrator, this can be done from an existing Admin account. In the Acano Manager interface go to User List and convert one or more of the users imported from AD to have an administrator role. 11. After placing Acano Manager into AD Authentication mode only the Admin level accounts from your previously configured R1.0 users will work; therefore make sure you know the Admin account password now. 12. Place Acano Manager into AD Authentication mode: go to Global settings and check that Use AD Password Verification is selected. Click Save. After switching to this mode the other user accounts become active and users can log into Acano Manager and manage their own cospaces. 13. Restart the Acano Manager Service. 14. From the DOS shell issue an IISReset command (IISReset) 15. Remove the AD configuration from the Acano Server. 16. Configure how you want future syncs to occur in one of the following ways. a. Directly from the Windows Services control panel Acano solution: Acano Manager R1.6 Installation Guide D Page 23

24 b. Via the AM Monitor Application. The Monitor application has the benefit that it also allows management and viewing of the importer logs: Double-click on a log file to review it: Note: On starting the Importer Service, its default is to synchronize with the AD/LDAP server(s) immediately and then daily at AM (server time). To change the default synchronization time, edit the config file C:\Program Files\Acano Manager\ImporterService\vq.importerservice.exe.config and change the value of <add key="starttimehours" value="10"/> to the required time. Then stop and restart the Importer Service for this change to take effect. Acano solution: Acano Manager R1.6 Installation Guide D Page 24

25 2.12 Outlook Plugin Installation If your users will be installing the Outlook plugin, then follow the steps in this section Creating Exchange Mailbox Accounts for Rooms/Endpoints 1. In Outlook create an Exchange Mailbox Account for each endpoint, participant or meeting room that you want to be available to the outlook plugin. Note of the Exchange account address. 2. Log in to Acano Manager and go to Endpoints. 3. Create or edit the endpoints, adding the exchange account address in the Exchange Mailbox field Providing the plugin exe and the login details 1. Provide your users with The Outlook plugin exe file so that they can install it The Outlook plugin Installation and Getting Started Guide The URL of the Acano Manager Service host server Their username and password. If your installation uses Active Directory imported users, this is the user name and password that AD requires Acano solution: Acano Manager R1.6 Installation Guide D Page 25

26 3 Troubleshooting 3.1 Acano Manager Installer Does Not Run The.NET Framework 4 can be installed side-by-side with previous versions of the.net Framework on a single computer. If IIS was enabled previously on the computer, the setup process for the.net Framework automatically registers ASP.NET 4 with IIS. However, if you install the.net Framework 4 before you enable IIS, you must run do the following: If you are using Windows 2008 or 2008 R2, IIS 7 and.net 4.5 has been installed, therefore you must run the ASP.NET IIS Registration tool in order to register the.net Framework with IIS and create application pools that use the.net Framework 4. Run the following command from an account with Administrator rights. Then retry the installation. On a 64bit system: C:\Windows\Microsoft.NET\Framework64\v \aspnet_regiis.exe -i On a 32bit system: C:\Windows\Microsoft.NET\Framework\v \aspnet_regiis.exe -i On Windows 2012, ASP.NET 4.5 is a Windows component and can be installed and uninstalled just like any other Windows component. If you are running Windows 2012, and see the message "CAQuietExec: The error indicates that this version of ASP.NET must first be registered on the machine." do the following: a. - Go to Web Server (IIS) > Web Server > Application Development > ASP.NET 4.5 b. - Enable "IIS-ASPNET45" using Server Manager using the Powershell command "dism /online /enable-feature /featurename:iis-aspnet45" (See Acano Manager Does Not Start In the first release you can only monitor one Acano solution with Acano Manager. Setting up more than one is liable to cause a problem on start-up. 3.3 Acano Manager Service Not Starting The most common causes of the Acano Manager not starting are errors in the SQL connection string at installation, or problems with the database authentication (SQL or Windows). Permissions If you see the following in your SQL logs, you didn t have sufficient permissions when setting up the SQL database see the prerequisites section in this guide.!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! :13: WARNING: DataHelper.CheckException Exception: System.Data.SqlClient.SqlException (0x ): CREATE DATABASE permission denied in database 'master'. at System.Data.SqlClient.SqlConnection.OnError(SqlException exception, Boolean breakconnection, Action`1 wrapcloseinaction) Acano solution: Acano Manager R1.6 Installation Guide D Page 26

27 at System.Data.SqlClient.TdsParser.ThrowExceptionAndWarning(TdsParserStateObject stateobj, Boolean callerhasconnectionlock, Boolean asyncclose) at System.Data.SqlClient.TdsParser.TryRun(RunBehavior runbehavior, SqlCommand cmdhandler, SqlDataReader datastream, BulkCopySimpleResultSet bulkcopyhandler, TdsParserStateObject stateobj, Boolean& dataready) at System.Data.SqlClient.SqlCommand.RunExecuteNonQueryTds(String methodname, Boolean async, Int32 timeout, Boolean asyncwrite) at System.Data.SqlClient.SqlCommand.InternalExecuteNonQuery(TaskCompletionSource` 1 completion, String methodname, Boolean sendtopipe, Int32 timeout, Boolean asyncwrite) at System.Data.SqlClient.SqlCommand.ExecuteNonQuery() at VQ.DataHelper.ExecuteNonQuery(DbCommand cmd) ClientConnectionId: b-d689-46eb e8bc8a8c773!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! Acano Manager Logs Check the log files in the service directory (Program Files > Acano Manager.> Service) for references to connections errors or login failures. They are named in the format vqservice_startdate- of log_and_time. Examples are: :08: WARNING: DataHelper.CheckException Exception: System.Data.SqlClient.SqlException (0x ): Login failed for user 'Administrator' :49: WARNING: DataHelper.CheckException Exception: System.Data.SqlClient.SqlException (0x ): A network-related or instance-specific error occurred while establishing a connection to SQL Server. The server was not found or was not accessible. Verify that the instance name is correct and that SQL Server is configured to allow remote connections. (provider: SQL Network Interfaces, error: 26 - Error Locating Server/Instance Specified) Windows Event View Look in the Windows Event View and you should see an error like his example: The first line in the error message will have a database access failed message. Acano solution: Acano Manager R1.6 Installation Guide D Page 27

28 3.4 User Interface Not Displaying If the Acano Manager Service started but the user interface does not display in a browser, check the IIS settings and configuration. Can you see the default IIS home page when you type in your browser? If this page does not display or causes an error, then the problem is likely to be in the IIS setup. Acano solution: Acano Manager R1.6 Installation Guide D Page 28

29 Ensure that the correct roles and services have been installed as per the prerequisites section in this guide. If you are using Windows 2008 or Windows 2008 R2, did you register.net 4,5 with IIS7 and IIS7.5, as mentioned in the prerequisites section in this guide. At this stage, if the default IIS home page does display correctly and the Acano Manager user interface still does not then, contact Acano support. 3.5 Acano Call Bridge Does Not Come Online within the Acano Manager Check the configuration and that the number of video and audio ports selected is non-zero. 3.6 Acano Manager Service Logs Acano Manager captures all the status messages that it generates and stores them in logs files in Program Files> Acano Manager> Service. In general, these messages are provided for information, but they are a good source of data when troubleshooting. The presence of such messages is not a cause for concern necessarily; if you are experiencing a specific problem with the operation or performance of the Acano Manager software, Acano support can interpret logged messages and their significance for you. 3.7 Acano Manager Installation Logs When the Acano Manager is installed messages that the installer generates are stored in logs files in the directory C:\Users\<user name>\appdata\local\temp. To access these logs enter the command %temp% in a browser window or as a line command in a command prompt. 3.8 Removing the Acano Manager To uninstall the Acano Manager, complete the following steps: 1. In the Control Panel, go to the add/remove software function. In the list you see three entries: Acano Manger Service, Acano Manager Interface and the Acano Manager Importer. 2. Uninstall the Acano Manager Interface and the Importer. 3. Uninstall the Acano Manager Service. This removes the software. 4. Go to the directory that the Acano Manager was installed in and remove it. 5. Go to wwwroot and remove the \Acano manager directory. 3.9 The Outlook plugin will not register to Acano Manager 1. Are the user credentials correct: is there an account in AM with these credentials? 2. Are you using a proxy server; if so this must be configured in the plugin s Connection Settings page (see below). Acano solution: Acano Manager R1.6 Installation Guide D Page 29

30 3.10 Call/coSpace Information is not being Displayed in the Outlook Invite 1. In Acano Manager go to Alerts and check that the settings for either Send or Outlook are checked for Call Booked AD Issues These are some of the issues you may come across when configuring the AD section in Acano manager No cospace created in Acano Manager. 1. Check whether there is an incorrect or missing entry in the URI field No user in Acano Server, but in Acano Manager 1. Check the Event log on the Acano server for sync operation failed No users or cospaces on both Acano Server and Acano Manager. 1. There are incorrect settings on the Directory Services Configuration page. Check the settings: an incorrect Filter setting is the most common cause of issues Users/coSpaces on both Acano Server and Acano Manager, but no cospace membership for the cospace owner 1. Rerun the Acano Manager Importer and check the Importer log (at C:\Program Files\Acano Manager\ImporterService). Acano solution: Acano Manager R1.6 Installation Guide D Page 30

31 2015 Acano (UK) Ltd. All rights reserved. This document is provided for information purposes only and its contents are subject to change without notice. This document may not be reproduced or transmitted in any form or by any means, for any purpose other than the recipient s personal use, without our prior written permission. Acano and cospace are trademarks of Acano. Other names may be trademarks of their respective owners. Acano solution: Acano Manager R1.6 Installation Guide D Page 31