EMC Secure Remote Support Device Client for Symmetrix Release 2.00 Support Document P/N 300-012-112 REV A01 EMC Corporation Corporate Headquarters: Hopkinton, MA 01748-9103 1-508-435-1000 www.emc.com
Copyright 2010 EMC Corporation. All rights reserved. Published December, 2010 EMC believes the information in this publication is accurate as of its publication date. The information is subject to change without notice. THE INFORMATION IN THIS PUBLICATION IS PROVIDED AS IS. EMC CORPORATION MAKES NO REPRESENTATIONS OR WARRANTIES OF ANY KIND WITH RESPECT TO THE INFORMATION IN THIS PUBLICATION, AND SPECIFICALLY DISCLAIMS IMPLIED WARRANTIES OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE. Use, copying, and distribution of any EMC software described in this publication requires an applicable software license. For the most up-to-date regulatory document for your product line, go to the Document/Whitepaper Library on EMC Powerlink. For the most up-to-date-listing of EMC product names, see EMC Corporation Trademarks on EMC.com. All other trademarks used herein are the property of their respective owners. 2 ESRS Device Client for Symmetrix Release 2.00 Support Document
Contents Preface Chapter 1 Chapter 2 Chapter 3 Chapter 4 Device Client Benefits ESRS Device Client for Symmetrix Benefits... 11 Ports and Protocols Port and protocol requirements for the Device Client and Policy Manager... 14 Pre-Site Checklist Contact information... 16 Environment specifications... 17 Checklist for installation visit readiness... 18 Ports opened for Device Client operation... 19 Provisioning and Configuration Instructions Pre-Installation... 22 Running the EMC Secure Remote Support Provisioning Tool 22 Proxy Configuration... 25 Login Credentials... 26 Device Client Installation... 27 ESRS-IP Configuration Tool... 32 Status Tab... 32 Proxy Servers Tab... 32 Policy Manager Tab... 34 Services Tab... 35 ESRS Device Client for Symmetrix Release 2.00 Support Document 3
Contents ConnectEMC for Device Client Setup... 37 4 ESRS Device Client for Symmetrix Release 2.00 Support Document
Tables Title Page 1 Port requirements for Device Client and Policy Manager... 14 ESRS Device Client for Symmetrix Release 2.00 Support Document 5
Tables 6 ESRS Device Client for Symmetrix Release 2.00 Support Document
Preface As part of an effort to improve and enhance the performance and capabilities of its product line, EMC from time to time releases revisions of its hardware and software. Therefore, some functions described in this guide may not be supported by all revisions of the software or hardware currently in use. For the most up-to-date information on product features, refer to your product release notes. If a product does not function properly or does not function as described in this guide, please contact your EMC representative. Audience This guide is intended for use by technicians, customers, and prospective customers of the EMC Secure Remote Support (ESRS) Device Client for Symmetrix. Readers of this guide are expected to be familiar with the following topics: Local network administration Internet protocols EMC storage system characteristics and administration ESRS Device Client for Symmetrix Release 2.00 Support Document 7
Preface Conventions used in this guide EMC uses the following conventions for notes, cautions, warnings, and danger notices. Note: A note presents information that is important, but not hazard-related.! CAUTION A caution contains information essential to avoid data loss or damage to the system or equipment.! IMPORTANT An important notice contains information essential to operation of the software. Typographical conventions EMC uses the following type style conventions in this document: Normal Used in running (nonprocedural) text for: Names of interface elements (such as names of windows, dialog boxes, buttons, fields, and menus) Names of resources, attributes, pools, Boolean expressions, buttons, DQL statements, keywords, clauses, environment variables, filenames, functions, utilities URLs, pathnames, filenames, directory names, computer names, links, groups, service keys, file systems, notifications Bold Italic Courier Used in running (nonprocedural) text for: Names of commands, daemons, options, programs, processes, services, applications, utilities, kernels, notifications, system call, man pages Used in procedures for: Names of interface elements (such as names of windows, dialog boxes, buttons, fields, and menus) What user specifically selects, clicks, presses, or types Used in all text (including procedures) for: Full titles of publications referenced in text Emphasis (for example a new term) Variables Used for: System output, such as an error message or script URLs, complete paths, filenames, prompts, and syntax when shown outside of running text 8 ESRS Device Client for Symmetrix Release 2.00 Support Document
Preface Courier bold Used for: Specific user input (such as commands) Courier italic Used in procedures for: Variables on command line User input variables < > Angle brackets enclose parameter or variable values supplied by the user [ ] Square brackets enclose optional values Vertical bar indicates alternate selections - the bar means or { } Braces indicate content that you must specify (that is, x or y or z)... Ellipses indicate nonessential information omitted from the example Where to get help EMC support, product, and licensing information can be obtained as follows. Product information For documentation, release notes, software updates, or for information about EMC products, licensing, and service, go to the EMC Powerlink website (registration required) at: http://powerlink.emc.com Technical support For technical support, click Support on the Powerlink home page. To open a service request through Powerlink, you must have a valid support agreement. Please contact your EMC sales representative for details about obtaining a valid support agreement or to answer any questions about your account. Your comments Your suggestions will help us continue to improve the accuracy, organization, and overall quality of the user publications. Please send your comments regarding this document to: techpubcomments@emc.com ESRS Device Client for Symmetrix Release 2.00 Support Document 9
Preface 10 ESRS Device Client for Symmetrix Release 2.00 Support Document
1 Device Client Benefits This chapter describes the customer benefits of the EMC Secure Remote Support (ESRS) Device Client for Symmetrix. Topics include: ESRS Device Client for Symmetrix Benefits... 11 ESRS Device Client for Symmetrix Benefits EMC Secure Remote Support (ESRS) is an IP-based automated connect home and remote support solution. ESRS creates both a unified architecture and a common point of access for remote support activities performed on your EMC product. The ESRS Device Client Solution provides the following benefits: 24x7 monitoring, diagnosis, and repair of minor EMC hardware issues. Uses leading-edge encryption, authentication, audit, and authorization for ultra-high security remote support. Addresses compliance with corporate and governmental regulations with logs of all access events. Easy integration and configuration with your storage management network and firewalls. Maximum information infrastructure protection. IP-based sessions enable fast information transfer and resolution. Remote access to your disaster recovery site makes recovery from unplanned events seamless. Device Client Benefits 11
Device Client Benefits The EMC Policy Manager puts you in complete control and provides the information you need to stay there. Protect information in motion or rest. AES256 encryption during information transfer keeps your information yours. Reduces costs and data center clutter. Accelerates time to resolution and elimination of modem/phone line costs translates to lower costs. Note: EMC Secure Remote Support IP Solution Technical Documentation is available on the EMC Powerlink website. 12 ESRS Device Client for Symmetrix Release 2.00 Support Document
2 Ports and Protocols This chapter lists the ports and protocols required by the ESRS Device Client for Symmetrix. Topic includes: Port and protocol requirements for the Device Client and Policy Manager... 14 Ports and Protocols 13
Ports and Protocols Port and protocol requirements for the Device Client and Policy Manager Table 1 on page 14 lists the port and protocol requirements for the Device Client and Policy Manager. Table 1 Port requirements for Device Client and Policy Manager EMC product Device Client Policy Manager (optional) TCP port or Protocol HTTPS 443 and 8443 HTTP (configurable) Default = 8090 HTTP (configurable) Default = 8090 Notes for port settings Direction open Source -or- Application Destination name Communication network traffic type) Outbound to EMC Client service Service notification, setup, all traffic except remote support Outbound Inbound to EMC Global Access Servers (GAS) to Policy Manager from Client (and customer browser) Remote support Performed by authorized EMC Global Services personnel: Support objective (frequency) N/A Client service Policy query N/A Policy Manager service Policy query (and policy management by customer) HTTPS 8443 SMTP 25 Outbound to e-mail server Action request N/A 14 ESRS Device Client for Symmetrix Release 2.00 Support Document
Invisible Body Tag 3 Pre-Site Checklist This chapter is adapted from EMC Secure Remote Support IP Solution Pre-Site Checklist. The Pre-site Checklist is designed to help EMC and customer personnel successfully coordinate the installation and maintenance of the ESRS Device Client for Symmetrix at customer sites. Use the example as a guide to complete your own checklist in coordination with your EMC Global Services professional. Topics in Topics include: Contact information... 16 Environment specifications... 17 Checklist for installation visit readiness... 18 Ports opened for Device Client operation... 19 Pre-Site Checklist 15
Pre-Site Checklist Contact information Site information Length of engagement Installation date Completion date Site function Site name Site ID Locations Primary Site contacts Contacts Company Role Phone numbers E-mail Device Client / Policy Manager server details Type IP Address Sales order number Serial number Version Location Install drive/path Device Client Policy Manager 16 ESRS Device Client for Symmetrix Release 2.00 Support Document
Pre-Site Checklist Environment specifications Network Proxy server IP address/port (optional) Proxy server username (optional) Proxy server password (optional) Network Address Translation (NAT) IP? Are ports 443 and 8443 open? Customer IP address ranges and customer subnet masks (device LANs) Client Server IP address Is Client server inside customer network, and is customer using a proxy forwarder? Type of proxy server: Auto/HTTP/SOCKS Address (domain name or IP) of e-mail server Admin e-mail address Notification e-mail address Device Client server Equipment name Type IP address Policy Manager server Processor size, memory, drive size, free Dual NIC cards available? IP address / DNS name (1) used for IP address / DNS name (2) used for Windows Task Scheduler: Running unrestricted (for Policy Manager backups) Is port 8090 or 8443 open? Enable SSL communication with Client Environment specifications 17
Pre-Site Checklist Checklist for installation visit readiness Use this checklist with the Customer Environment Check Tool. Readiness item References OK? Exception / notes Policy Manager server is built and ready Supported operating system installed Windows Time Zone set to local time zone Internet Explorer 6.0+ installed.net Framework 2.0 SP1 installed Server is on the appropriate network Network personnel verifies that server can route to default ESRS IP Client The Customer Environment Check Tool has been run and tests pass, otherwise note exceptions and follow-up plan EMC database All managed devices are in EMC database with a status of installed IP Solution Site ID and P/N in EMC database, with a status of installed Customer network and security external External IP Solution/firewalls allow 443 and 8443 outbound No SSL checking is performed on outbound communications on customer Internal IP Solution/firewalls opened up all appropriate ports for remote access connectivity Symmetrix ports open Device readiness complete Symmetrix devices addressed Symmetrix devices physically connected to network Symmetrix devices updated for network Problems / failures of above noted All items above checked and completed Exceptions have been reviewed 18 ESRS Device Client for Symmetrix Release 2.00 Support Document
Pre-Site Checklist Ports opened for Device Client operation Product Application Port Symmetrix Policy Manager Ports opened for Device Client operation 19
Pre-Site Checklist 20 ESRS Device Client for Symmetrix Release 2.00 Support Document
Invisible Body Tag 4 Provisioning and Configuration Instructions This chapter describes how to provision and configure the ESRS Device Client for Symmetrix using the EMC Secure Remote Support Provisioning Tool that is shipped with your EMC device. The chapter includes the following sections: Pre-Installation... 22 Proxy Configuration... 25 Login Credentials... 26 Device Client Installation... 27 ESRS-IP Configuration Tool... 32 Provisioning and Configuration Instructions 21
Provisioning and Configuration Instructions Pre-Installation This document describes how to configure and provision a Symmetrix system to use the ESRS Device Client. All installation files are part of the Enginuity package so no additional software is required. Prior to running the ESRS Provisioning Tool, ensure the following conditions are met: The Symmetrix system has a network line plugged in and is active. Port 8443 and 443 have been open to the Symmetrix system. If there is an non-ssl Policy Manager at the site, port 8090 also needs to be opened for the system. The latest supported Symmetrix Enginuity package has been installed on the Symmetrix system, and the system has been rebooted. Note: For ESRS Device Client support, your Symmetrix system has a pre-requisite of Enginuity 5875 and above. If the system is managed by an ESRS 1.0 Gateway or an ESRS 2.0 Gateway, the system must be successfully unmanaged. If there is a Policy Manager at the Site that the Customer wants to use, they must use ESRS 2.x Policy Manager. Note: ESRS 2.x Device Client is not supported with ESRS 1.x Policy Manager. Running the EMC Secure Remote Support Provisioning Tool This section describes how to configure and install the ESRS Device Client for Symmetrix. 1. Upon device reboot from installing the latest supported Symmetrix Enginuity package, the EMC Secure Remote Support Provisioning Tool automatically launches. 22 ESRS Device Client for Symmetrix Release 2.00 Support Document
Provisioning and Configuration Instructions 2. You are prompted to select a preference for installation: Now Starts the pre-installation check (default). Later Causes the Provisioning Tool to exit and will automatically launch at the next system reboot. Never Causes the Provisioning Tool to exit and will never automatically launch again. Note: If the Provisioning Tool didn t launch automatically, or if you need to manually start the Provisioning Tool, go to Start > Programs > EMC Applications > Provisioning Tool. 3. Verify that Now is selected, and click Next. The Install ESRS-IP Symmetrix Client screen appears, and a preinstallation check is performed. Pre-Installation 23
Provisioning and Configuration Instructions Note: The installation path shown in the screen is only an example. 4. If any of the preinstallation conditions are not met, the installation will not proceed. If all conditions are met (Passed), click Next to proceed to the Proxy Configuration. 24 ESRS Device Client for Symmetrix Release 2.00 Support Document
Provisioning and Configuration Instructions Proxy Configuration After your system passes the pre-installation check, the Proxy Configuration screen appears. 1. If the customer is using a proxy server to connect to EMC, select Yes. (If you are not configuring a proxy server, skip to Step 5.) 2. If you are using a proxy server, select the appropriate type (HTTP or SOCKS). Note: HTTP and SOCKS communication are supported with or without authentication. 3. Enter the IP address and port of the customer s proxy server. 4. If proxy server authentication is required, select the Proxy server authentication required? check box, and enter the username and password of the proxy server account. 5. After providing all required configuration information, click Next. Proxy Configuration 25
Provisioning and Configuration Instructions Login Credentials The EMC Support Technician must enter his/her credentials to continue the installation. The Login Credentials to Permit Software Download screen appears. 1. Enter your SecureID credentials for both Username and Passcode, and click Next to continue with the Device Client installation. 26 ESRS Device Client for Symmetrix Release 2.00 Support Document
Provisioning and Configuration Instructions Device Client Installation After authorization, you are prompted to install the Device Client for Symmetrix. The Select ESRS-IP Configuration to Install screen appears. 1. Verify that the Device Client is checked, and click Next. Device Client Installation 27
Provisioning and Configuration Instructions 2. While the services are downloading, the screen shows the progress of this installation. 3. A second pre-installation check will appear, notifying you that no previous ESRS Client installation has been found. 28 ESRS Device Client for Symmetrix Release 2.00 Support Document
Provisioning and Configuration Instructions Note: If a previous version is found, you will be prompted to uninstall the previous version before continuing. 4. If no previous ESRS Client is found, click Next. The Installing screen appears. Device Client Installation 29
Provisioning and Configuration Instructions 5. The Provisioning Tool is gathering the ESRS Certificates to make the system live with the ESRS 2.0 Device Client. As the Device Client installs, the installation progress is shown. When the installation is complete, the Installation Complete screen automatically appears. 30 ESRS Device Client for Symmetrix Release 2.00 Support Document
Provisioning and Configuration Instructions 6. The screen displays Installation Complete, indicating that your ESRS 2.0 Device Client is installed and registered for communication with ESRS. 7. To view and modify settings relating to related devices and services, verify that the Launch ESRS-IP Configuration Tool check box is selected, and click Finish. This will automatically launch the ESRS-IP Configuration Tool for further configuration. Device Client Installation 31
Provisioning and Configuration Instructions ESRS-IP Configuration Tool Status Tab The Status tab in the Configuration Tool shows the status of several components. 1. If there is no Proxy Server or ESRS 2.0 Policy Manager at the site then continue to Services Tab on page 35. If the customer is not using a Proxy Server, but is using an ESRS 2.0 Policy Manager then continue to Policy Manager Tab on page 34. 2. If the customer is using a Proxy Server then click the Proxy Servers tab and continue to Proxy Servers Tab on page 32. Proxy Servers Tab The Proxy Servers tab in the Configuration Tool allows you to enable proxy between client and EMC. 32 ESRS Device Client for Symmetrix Release 2.00 Support Document
Provisioning and Configuration Instructions 1. In the Proxy Servers tab, select the Enable Proxy between client and EMC Enterprise check box. 2. Select the type of Proxy Server the customer is using from the Proxy Type drop-down menu: (HTTP Proxy, SOCKS Proxy). 3. In the IP Address/Host field, enter the IP Address of the Proxy Server. 4. In the Port field, enter the Port of the Proxy Server. 5. If the customer is not using Authentication with their Proxy Server then click Apply Settings; if the customer is not using a Policy Manager then continue to Services Tab on page 35; if the customer is using an ESRS 2.0 Policy Manager at the site then continue to Policy Manager Tab on page 34. 6. If the customer is using Authentication with their Proxy Server then select the Authenticate using the following information check box. 7. In the Username field, enter the Username of the Proxy Server Account. ESRS-IP Configuration Tool 33
Provisioning and Configuration Instructions 8. In the Password field, enter the Password of the Proxy Server Account, and click Apply Settings. If the customer is not using an ESRS 2.0 Policy Manager at the Site then continue to Services Tab on page 35. 9. If the customer is using an ESRS 2.0 Policy Manager system at the site, click the Policy Manager tab and continue to Policy Manager Tab on page 34. Policy Manager Tab The Policy Manager tab in the Configuration Tool allows you to enable a remote Policy Manager. 1. In the Policy Manager tab, select the Enable Remote Policy Manager checkbox. 2. In the IP Address/Host field, enter the IP Address of the Policy Manager. 3. If the Policy Manager was installed using non-ssl encryption then enter port 8090 in the Port field, click Apply Settings and proceed to Services Tab on page 35. 34 ESRS Device Client for Symmetrix Release 2.00 Support Document
Provisioning and Configuration Instructions 4. If the Policy Manager was installed using SSL encryption, then select the Enable SSL checkbox, and enter Port 8443 in the Port field. Leave the default strength of Medium unless specially requested. 5. If the customer is using a Proxy Server for the Policy Manager, then select the Enable Proxy Server for Policy Manager only checkbox. In the Proxy Type drop down menu, select the type of Proxy Server the customer is using: (HTTP Proxy, SOCKS Proxy). In the IP Address/Host field, enter the IP Address of the Proxy Server. 6. In the Port field, enter the Port of the Proxy Server. 7. If the customer is not using Authentication for their Proxy Server, then click Apply Settings and continue to Services Tab on page 35. 8. If the customer is using Authentication for their Proxy Server, then check the Authenticate using the following information checkbox. 9. In the Username field, enter the Username of the Proxy Server Account. 10. In the Password field, enter the Password of the Proxy Server Account, and click Apply Settings and continue to Services Tab on page 35. Services Tab The Services tab in the Configuration Tool allows you to view ESRS-IP Services status, and turn the services on and off. 1. Click the Services tab, and verify that the Connector and Watchdog services are RUNNING and set to Automatic. ESRS-IP Configuration Tool 35
Provisioning and Configuration Instructions 2. In order for the system to dialhome files, refer to ConnectEMC for Device Client Setup 37 to create a primary connection record for ESRS Device Client. 3. In order for the system to be available for Dial-in, you must change the CSI record to set this device as an ESRS 2.0-SSC system. 36 ESRS Device Client for Symmetrix Release 2.00 Support Document
Provisioning and Configuration Instructions ConnectEMC for Device Client Setup In order for the system to dialhome files, use these instructions to create a primary connection record for the ESRS Device Client for Symmetrix. 1. From the desktop, select the ConnectEMC Console icon. 2. In the ConnectEMC Console, select the plus button next to Connection. You will see General. 3. Highlight General. ConnectEMC for Device Client Setup 37
Provisioning and Configuration Instructions 4. From the top toolbar select Connections ->Add Connection ->ESRS Device Client. 38 ESRS Device Client for Symmetrix Release 2.00 Support Document
Provisioning and Configuration Instructions 5. Set the connection record Alert type to Primary. ConnectEMC for Device Client Setup 39
Provisioning and Configuration Instructions 6. Click Save. Once saved, you will see in the top pane ESRS Device Client destination as local host. 40 ESRS Device Client for Symmetrix Release 2.00 Support Document
Provisioning and Configuration Instructions 7. Launch Symmwin. Open up Configuration -> Site info -> General Tab. ConnectEMC for Device Client Setup 41
Provisioning and Configuration Instructions 8. At the bottom of the screen, make sure ESRS Push Mode is checked. 9. Click the green check box to save. 42 ESRS Device Client for Symmetrix Release 2.00 Support Document