Release s for Cisco Smart Care Services Version 1.4.2 February 2010 Contents This document contains the following: Introduction New Features in this Release Version Supported Smart Care Appliance Migration Process Limitations and Restrictions Fixed in this Release Limitations and Restrictions that affect this Release Documentation Introduction These release notes contain important information about Cisco Smart Care Service version 1.4.2. This includes version information, upgrade process, fixed bugs, known bugs, and workarounds New Features in this Release Smart Care Service version 1.4.2 offers the Intrusion Protection System (IPS) Signature Update feature and support for Cisco IOS version 15.x. Americas Headquarters: Cisco Systems, Inc., 170 West Tasman Drive, San Jose, CA 95134-1706 USA
The IPS Signature Update feature checks if the IPS signature files on the supported devices of customer networks are on par with Cisco-recommended standards, and reports the vulnerability status of each device in the network. If the devices do not meet the required standards, the feature updates the devices with the recommended version and activates the signatures as per Cisco best practices. Version Supported Smart Care 1.4.2 includes the following software versions. This section explains the conditions in which you must upgrade to the current version. For best results, however, you should always use the latest versions of all Smart Care applications. The Smart Care hardware client version is: Rel 1.4.2.0 RC05 FC3 HW Client The download filename is: SC_HW_CLIENT_1_6_13_0_x86_32_Linux_FC3.tgz The Smart Care software client version is: Rel 1.4.2.0 RC05 SW Client The download filename is: SC_SW_CLIENT_3_6_13_0_x86_32_WinXP.zip Smart Care Appliance Migration Process This release of Cisco Smart Care contains updated releases of firmware and software. To use this release of Cisco Smart Care, you must be using the following version levels, or you must upgrade to these version levels: Hardware build 1.1.28.0 or higher, or software client 3.1.29.0 or higher. Before You Upgrade To prepare to update to Smart Care 1.1 you should: Obtain the version numbers for the firmware and software that are currently running on your Network Appliance or Network Client. Use the version numbers of your firmware and software to identify your upgrade path. You can upgrade the Network Appliance remotely from the Smart Care Partner Control Panel. To learn how to complete a remote update, see Using the Remote Control Feature. If your Network Appliance is not yet configured, start with the installation instructions in the Smart Care Configuration Guide. 2
If the upgrade fails for any reason, you can downgrade to the earlier version. To learn how, see How to Revert to an Earlier Version. Upgrade Requirements In most cases, the only requirement for a successful upgrade is access to the Smart Care Partner Control Panel. You do not have to be at the customer location to upgrade the Network Appliance. Instead, you can use the Smart Care Remote Control feature. If you are planning to update the Network Appliance at the customer site, be sure to have the following on hand: A null modem DB9-F to DB9-F to connect the PC to the appliance A standard DB9-F adapter for use with Cisco Terminal Server Octopus cables Terminal client software (for example, HyperTerminal ), set to 9600:8-None Obtaining Version Information for the Firmware To identify the firmware version on your Network Appliance, use the show ver command. The following example shows output from this command: SmartCare# sh ver OpsXML DE Runtime: 3.4.0.3 Appliance : 1.0.0.63 To identify the software version that your Network Client is running, double-click the Smart Care icon in the system tray. OL-xxxxx-xx 3
Figure 1 Finding the Client Version Number Determining the Upgrade Path The steps you take to complete the upgrade process depend on the version of the firmware that is currently installed on the Network Appliance. All upgrade paths update your firmware to version 1.1.0.28. The following table explains the path to take for each firmware version. Table 1 Version Version 1.0.0. 57 and above Versions 1.0.0.40 to 1.0.0.56 Versions earlier than 1.0.0.40 Firmware Upgrade Paths Upgrade Path Complete the process described in Upgrading From Build 1.0.0.57 or Higher. Complete the process described in Upgrading From Build 1.0.0.40 or Higher. Complete the process described in Upgrading to Build 1.0.0.40. No matter what version of the Network Client you are using, the process to upgrade the client remains the same. For more information, see Upgrading the Network Client. 4
Upgrading the Network Appliance This section describes how to upgrade the Network Appliance. For more information about updating the appliance firmware, see Cisco Smart Care Service Configuration Guide. Upgrading does not affect the registration process or the device data on the appliance. To update Smart Care, you do not need to uninstall earlier versions. The update process requires nothing more than the update software package. After you complete the update, the Network Appliance reboots automatically. It is critical to maintain the correct time on your Network Appliance when operating Smart Care. Services cannot be reliably scheduled to run if the system clock does not keep the correct time. You can use the timesync command to help you to maintain the correct time. Upgrading From Build 1.0.0.57 or Higher To use the commands that this upgrade procedure requires, your Network Appliance must be running build 1.0.0.57 or higher. To update your Network Appliance to the latest firmware, follow these steps from enable mode: Step 2 Step 3 Step 4 Step 5 Step 6 Use the conf ip command to set the network configuration. Enter the IP address, subnet mask, proxy server, and DNS server information. (This step is optional if the network appliance is operational.) Use the timezone command to set the time zone. (This step is optional if the Network Appliance is operational.) Use the timesync command to configure NTP server details. Set the correct time and date, and accept the default synchronization interval of 24 hours. As the timesync command runs you will receive the following prompt: "Do you want to synchronize time with this server periodically?" Enter "yes". This sets the time to synchronize every 24 hours. The following steps can be done remotely from the Smart Care Control Panel. To learn how to establish a remote session with the Network Appliance, see Using the Remote Control Feature. Login to the Smart Care Network Appliance by using the admin account. From the Smart Care Network Appliance CLI, enter the update command. The following prompt appears: Do you want to upgrade the client (y/n)? Enter y for yes. OL-xxxxx-xx 5
Step 7 Step 8 Figure 2 Confirm the Upgrade Operations You will be prompted to enter a URL. Instead, press Enter to begin installing the latest client version. Next, you are prompted to enter a username and password. Enter your CCO ID and password. Step 9 Figure 3 Checking for Updates Follow the prompts to complete the upgrade. When the update completes, the Network Appliance reboots automatically. 6
Figure 4 Confirm the Installation Upgrading From Build 1.0.0.40 or Higher To use the commands that this upgrade procedure requires, your Network Appliance must be running build 1.0.0.40 or higher. that you can also use these instructions to upgrade from build 1.0.0.57 and higher. To update your Network Appliance to the latest firmware, follow these steps from enable mode: Step 2 Step 3 Step 4 Use the conf ip command to set the network configuration. Enter the IP address, subnet mask, proxy server, and DNS server information. (This step is optional if the Network Appliance is operational.) Use the timezone command to set the time zone. (This step is optional if the Network Appliance is operational.) Use the timesync command to configure NTP server details. Set the correct time and date, and accept the default synchronization interval of 24 hours. You will receive the timesync command prompt: Do you want to synchronize time with this server periodically? Enter yes. This sets the time to be synchronized every 24 hours. From the Smart Care application, click Support. In the Download section, click Access Location Information for Hardware Appliance Updates. The File Exchange server displays, as shown in Figure 5 File Exchange Server. OL-xxxxx-xx 7
Figure 5 File Exchange Server Step 5 Step 6 Step 7 Click the Client/SC_HW_CLIENT_1_1_28_0_x86_32_Linux_FC3.tgz file link for ver. 1.1.0.28. The Software License Agreement is displayed. Review the terms and conditions of the Software License Agreement. To continue the update process, at the bottom of the page, right-click the Accept link. Click Properties, and copy the link to another location for safekeeping. You will be prompted for this link when you update the Network Appliance. 8
Figure 6 Accepting License Terms Figure 7 Copy and Retain This URL Step 8 Step 9 0 You can perform the following steps remotely, from the Smart Care Control Panel. To learn how to establish a remote session with the Network Appliance, see Using the Remote Control Feature. Login to the Smart Care Network Appliance by using the admin account. From the Smart Care Network Appliance CLI, enter the update command. The prompt appears: Do you want to upgrade the client (y/n)? Enter y for yes. OL-xxxxx-xx 9
Figure 8 Confirm the Request to Upgrade the Client 1 You are prompted to enter a URL. Provide the link from step 7. 2 You receive a prompt asking you to enter a username and password. Enter your CCO ID and password. 3 Figure 9 Download Statistics for Client Upgrade Follow the prompts to complete the upgrade. When the update completes, the Network Appliance reboots automatically. 10
Figure 10 Confirming the Installation Upgrading to Build 1.0.0.40 If your Network Appliance is running build 1.0.0.40 or later, skip this section. These builds support the use of the update command. If you are running a firmware build lower than 1.0.0.40 on the Network Appliance then you must first upgrade to build 1.0.0.40 or higher. Follow the following steps from enable mode: Step 2 Step 3 Step 4 Step 5 Use the conf ip command to set the network configuration. Enter the IP address, subnet mask, proxy server, and DNS server information. Use the timezone command to set the time zone. Use the timesync command to configure NTP server details. Set the correct time and date, and accept the default synchronization interval of 24 hours. Start the update process on the Network Appliance by using the update HWR.1.0.0.40 command. To complete the upgrade, follow the instructions in Upgrading From Build 1.0.0.40 or Higher. Using the Remote Control Feature You can upgrade the Network Appliance when you are not on the customer network by using the Remote Control feature from the Smart Care Partner Portal. This feature opens a remote session and allows you to run commands on the Network Appliance command-line interface. Use the timesync command to ensure that the device clock maintains the correct time to establish a remote connection. The Remote Control Feature uses a short time-out interval. Try to enter command sequences quickly. Step 2 Step 3 Step 4 Login to the Smart Care Partner Portal by using your CCO ID and password. Navigate to Customers: Customer name > Administration > Assessment Appliance Configuration Click the View link under Details. Click the icon next to the Cisco Network Assessment Appliance Name. This opens the remote control terminal window. Step 5 Figure 11 The Remote Control Window Enter your username and password to login to the Network Appliance. OL-xxxxx-xx 11
After you are logged in, you can enter any of the CLI commands that the appliance supports. Upgrading the Network Client To request the latest release of the Network software client, from the Smart Care application, follow these steps: Step 2 Step 3 Step 4 Step 5 In the navigation pane, click Support > Download > Download the Latest Software Client Version Now. You are redirected to the software download center. Click Client/SC_SW_CLIENT_3_1_29_0_x86_32_WinXP.zip to install the newly downloaded image over the existing image. Click the link below, select Save, save the.zip file to your desktop, and then click Close. Extract the zip file into a folder on your desktop by right-clicking the file and selecting the WinZip option Extract to folder. Open the new folder and double-click the setup.exe file to start the installation. To update Smart Care, you do not need to uninstall a previous version. Simply download an update and install it. How to Revert to an Earlier Version If for some reason the upgrade to Network Appliance fails, you can return to the use of the earlier firmware version. Caution On the appliance, a downgrade causes the loss of registration and device data. To reinstall an earlier version of the firmware: Step 2 Step 3 Step 4 Step 5 Step 6 From the Smart Care application, click Support. In the Download section, click Access Location Informaton for Hardware Appliance Updates. Click the file link for the desired version. In other words, to return to build 1.0.064, click the link for the Client_1_1_0_64.tar file. The terms and conditions of the Software License Agreement are displayed. Go to the bottom of the page and right-click the Accept link. Copy the link to a location for safekeeping. You will be required to provide this link during the software update of the Network Appliance. Login to the Smart Care Network Appliance by using the admin account. From the Smart Care Network Appliance CLI, enter the update fresh command. Step 7 When you receive a prompt to enter a URL, provide the link that you obtained in step 4. Step 8 Step 9 At the next prompt, enter your CCO ID and password. Continue to follow the prompts to complete the upgrade. 12
When the update completes, the Network Appliance reboots automatically. To install an earlier version of the Network Client, uninstall the existing version and then complete the steps described in Upgrading the Network Client. Compatibility with Earlier Versions Cisco recommends that you immediately upgrade your Smart Care client to the latest version. Existing services will function normally on the earlier client version, but the newer services and features that Smart Care provides run only on the current version. Network Appliance Not Installed If you are new to Smart Care and your Network Appliance is not yet configured, start with the installation instructions in the Smart Care Configuration Guide. This section provides a quickstart that you can use to install the Network Appliance and run commands from its command-line interface. Before you start the installation process, be sure to have the following on hand: A null modem DB9-F to DB9-F from the PC to the appliance A standard DB9-F adapter for use with Cisco Terminal Server Octopus cables Terminal client software (for example, HyperTerminal ), set to 9600:8-None To Install the Network Appliance: Connect the null modem cable to the serial port on a PC. Step 2 Set the comm specs to 9600 N 8 1. The username and password are both cisco. The administrator password is admin. Caution Do not change the Network Appliance BIOS or reset it to the factory default settings. The BIOS is modified to support Smart Care. Further changes to the BIOS will cause the Network Appliance to be disabled. After the terminal client software establishes a connection, the Adminstration page appears. To start a CLI session: Use the default user name of cisco. The password is cisco. Cisco recommends that you change the username and password. To change the password, use the passwd command. This command takes two arguments, admin and cisco. OL-xxxxx-xx 13
Step 2 Figure 12 The Administration page At the command prompt (>), type enable. The default enable password is admin. The Administration screen appears. Step 3 Figure 13 Supported Root-level CLI commands To identify the version level that the Network Appliance is running, at the prompt, type show ver. The following script shows how the Network Appliance version is identified by using the show ver command. SmartCare# sh ver OpsXML DE Runtime: 3.4.0.3 Appliance : 1.0.0.63 To identify the software version that your Network Client is running, double-click the Smart Care icon in the system tray. 14
Compatibility Matrix The following builds are supported for the following releases. Table 2 Compatible Hardware and Software Builds Hardware Build Minimum Release Software Build Earliest Release and Higher 1.0.0.48 1.0 2.4.1.2 1.0 1.0.0.49 1.0.0.1 2.5.1.1 1.0.0.1 1.0.0.52 1.0.1.0 2.6.1.2 1.0.1.0 1.0.0.54 1.0.1.1 2.6.3.1 1.0.1.1 1.0.0.54 1.0.1.2 2.6.3.1 1.0.1.2 1.0.0.57 1.0.2.0 2.9.1.1 1.0.2.0 1.0.0.60 1.0.2.1 2.10.1.1 1.0.2.1 1.0.0.63 1.0.2.2 2.10.1.4 1.0.2.2 1.0.0.66 1.0.2.3 2.10.1.5 1.0.2.3 1.1.28.0 1.1.0.0 3.1.29.0 1.1.0.0 OL-xxxxx-xx 15
Proxy Server Upgrades Proxy Server Upgrades This section explains how to configure proxy servers for Smart Care. For more information, see Smart Care Service Configuration Guide. Smart Care Network Appliance To configure a proxy server on the Network Appliance, use the conf ip command. Smart Care Network Client For Windows XP If you are running a Proxy Server, you must run the Network Client in console mode. To learn how to put the Network Client into console mode, follow the instructions below. Step 2 Stop OpsXML. Start -> All Programs -> Cisco Smart Care Network Client -> OpsXML DE -> Stop OpsXML DE Client Service Start in Console mode. Start -> All Programs -> Cisco Smart Care Network Client -> OpsXML DE ->Start OpsXML DE Client Console For Windows 2000 Step 2 Stop OpsXML. Start -> Programs -> Cisco Smart Care Network Client -> OpsXML DE -> Stop OpsXML DE Client Service Start in Console mode. Start -> Programs -> Cisco Smart Care Network Client -> OpsXML DE ->Start OpsXML DE Client Console When the software client is running in Console mode, a command window remains open. Limitations and Restrictions Fixed in this Release The following issues have been resolved in this release. Bug ID CSCsr28588 CSCtc32851 CSCtc41109 CSCtc77246 Description State information is no longer mandated for Washington DC. Issue in retrieving backup files is now resolved. Devices that have been removed from inventory no longer receive EOS mails Option for configuring MTU of appliance interface is now provided 16
Limitations and Restrictions that affect this Release Bug ID CSCtc95256 CSCtd42429 CSCtd48610 CSCtd48890 CSCtd49455 CSCtd63198 CSCtd72919 CSCtd77147 CSCtd81966 Description For devices that are discovered witha non Smart Care contract, and whose end date is seven days or less, the appropriate level of Smart Care technology is sent to the backend so that these devices can be added to the quote Inventory now runs on 3560G-48PS Passive monitoring now working fine on ASA and PIX The Revert option for the per device changes is now working fine. IP address consolidation with VLAN addresses is now working fine. The issue of blank tech change mails being sent for an upgrade from CNL3 to CNL4 is now resolved. The disti name alone, without other details like state, will b e displayed in the disti drop down. The issue of access logs using up disk space and causing performance degrade is now resolved. Disaster Recovery service now runs without any issues on ASA5520 Limitations and Restrictions that affect this Release The issues that affect this release are: Bug ID CSCte46608 CSCte57908 Description The contract number continues to be displayed for devices that have been discovered with another cusotmer contract. Special characters entered by mistake in the Date field, causes the schedule to get stuck. The transfer box feature does not work in Firefox 3. The transfer box feature is used to select or unselect customers in the Email Notification Preferences feature of Smart Care. The workaround for this issue is to use IE instead of Firefox. Documentation The Smart Care Service user documentation is available by clicking Support > View Technical Documentation. This user documentation includes: Smart Care Service Partner User Guide Smart Care Service Configuration Guide Smart Care Service Customer User Guide Smart Care Service Release s (this document) OL-xxxxx-xx 17
Documentation Smart Care Quick Setup Guide (and individual job aids posted on the Accelerate web site). New users of the Smart Care website should review this document and then read the Smart Care Service Configuration Guide to learn how to install the client. 18