Frequently Asked Questions
Installation
I have received SapphireIMS evaluation CD. How do I proceed with the installation?
The evaluation CD is shipped with ‘Getting Started Manual’ (GettingStarted.pdf) which is in the root folder. It provides step-by-step instructions for installing and configuring SapphireIMS in your environment.
The intuitive user interface and configuration wizard should help you to complete this process in less than 20 minutes. Do contact us at sapphire@tecknodreams.com, if you encounter any difficulties.
My evaluation period is over. I have decided to purchase SapphireIMS. Do I need to re-install again for the production version?
Thanks for choosing us. The evaluation version comes with full-fledged set of features and is controlled only by the license string.
If the version of the evaluation copy you have is same as production version shipped to you, then you don’t need to perform re-installation. You can just perform the license upgrade.
For more details about support programs, please contact our sales team sapphire@tecknodreams.com
I have received production version of SapphireIMS along with licenses. How do I upgrade?
Stop the Sapphire IMS service if it is running. Replace the license file in the
General
How do I get to know the correct version of Sapphire IMS that is running in our environment?
Login to Sapphire IMS web interface. In the bottom most area you will see a link “Powered by” with the version details
How to contact Sapphire IMS support team?
The support portal can be accessed by using the link http://www.sapphireims.com/Support If you have opted for an annual maintenance contract you will be provided with a valid account to post in your support queries directly.
Where do I find the log files that I need to send to the technical support team for analysis?
The log files are located in the
How do I change the port of the Jboss server?
By default the JBoss server listens on port 8080. If this needs to be changed edit the server.xml file with the desired port number and restart the JBoss server.
I don’t receive any emails for any of the notifications that I have configured?
Check the SMTP settings that are configured in the IMS system. If this is incorrect the email delivery will fail.
Where does Sapphire IMS store the data?
The data is stored onto the mySQL database. Support for other commercial database is in progress. Kindly get in touch with product management team for details.
Do I need to take care of the data backup?
Sapphire IMS automatically creates the data backup every midnight. This is stored in the
WMI
What all settings to be taken care in the remote system to have WMI data collection to work correctly?
To list a few important configurations
- RPC service should be running.
- Windows Management Instrumentation service should be running.
- If firewall is enabled, it should either be turned off or the ports 135 (DCOM/RPC) and 445 (WMI) should be enabled.
Alternatively run the SIMS_WMIDiag diagnostic utility shipped as part of the installation.(located in the I am getting "COM Access Denied Error" for a Windows system which is configured for data collection using WMI data collection type. What could be the problem? I am getting "RPC Server Unavailable" for a Windows system which is configured for data collection using WMI data collection type. What could be the problem? Alternatively run the SIMS_WMIDiag diagnostic utility shipped as part of the installation.(located in the How do I write a firewall rule to allow a WMI connection? For a Windows 2003 server I am not able to collect the MSI Packages that are installed on that system using Sapphire IMS? Which all Windows platforms do you support for the WMI data collection? Note that Windows NT 4.0 requires Service Pack 4 or later before you can install and run WMI. Do you support WMI data collection for Win CE and Windows Mobile devices? The discovery process is complete, but I don’t see all the devices in my network. What could be the issue? I have added a new device to my network, when will Sapphire IMS discover and monitor the same? Does the system support DHCP enabled networks? What is this ‘Others’ domain? I don’t have any such domain in the network? I have configured syslog on port 514 to forward the message to SapphireIMS. But I doubt if Sapphire captures the syslog as I don’t see it in the UI? My router is configured to forward the syslog message on port 513. How does Sapphire handle this case? Does the HTTP monitor supports URL that has the port number as part of it? Is there a support for monitoring secure sites (https)? I get a connection error, when I test my ftp resource configuration. What could be wrong? I am getting authentication error, when I click test button for ftp configuration. What is the reason? What is active and passive mode in FTP? Can I specify an absolute Path in upload file for FTP? How do I find the response time of a device?
Check if the credentials that are configured for the data collection (domain credentials or host credentials) have administrative rights. This is required to perform this action.
First check whether all WMI related services are running. If not then start those services. Also check whether a firewall is blocking DCOM Protocol. If it is blocking, then configure the firewall to allow DCOM traffic.
You can do this by opening the port 135 (DCOM_TCP) in the firewall.
MSI Packages are collected using the WMI class Win32_Product Class which is part of the component “WMI Windows Installer Provider”. This component is not installed on a Windows 2003 server by default. Use the Add/remove windows component to add this. The MSI packages will get collected in the subsequent data collection.
WMI is available in all recent versions of Windows. WMI is installed with Windows Me, Windows 2000, Windows XP and Windows Server 2003. For Windows 98 and Windows NT 4.0, WMI is available as an Internet download from http://www.microsoft.com/downloads. Search for the download “Windows Management Instrumentation (WMI) CORE 1.5 (Windows 95/98/NT 4.0).”
No. Kindly get in touch with product management team for road-map information.Discovery
The discovery process is intelligent enough to map the credentials profiles that you have provided to the corresponding devices. If for any reason the data collection is not successful for a device, the discovery process will classify it as “UnManaged” and ‘will not list the same. Refer to the user manual for more details on how to handle this scenario.
This depends on the discovery schedule that you have set in the discovery rule. The new node will get added in the next scheduled discovery cycle. However if you want the device to get discovered instantly, use the “On demand” discovery feature that IMS provides.
Yes and the IP addresses are reconciled on a periodic basis to reflect the current network status.
By default Sapphire creates a dummy domain name called “Others” and classifies devices which do not fall under any domains to this name. This does not actually reflect a domain name and is used for internal and classification purposes.Syslog
First and fore most check if the Syslog on the remote system is configured correctly to forward it to the IMS system. Secondly check if any firewall is blocking the broad cast (on the remote system) and the receiver (SapphireIMS system).
The syslog collection daemon of SapphireIMS listens on port 514 by default. To handle the scenario described above, change the daemon’s port to 513 in SapphireIMS configuration and restart the SapphireIMS service.Service Quality Monitoring
Yes it is supported. You can directly give the URL with the port number like http://hostname:8080/index.html.
Yes it is supported but not all. It supports only the sites that are trusted by Java virtual machine. To verify if a given site is supported or not, use the “Test” feature provided in the resource creation screen.
Connection error could happen due to any of the following
Check the user name and password specified. You might have given a wrong user name or password.
Use passive mode if there is a firewall running on the local machine because the firewall may block the incoming active connections.
No, You need to place the upload file in config folder of SapphireIMS/Consolemanagement folder and specify relative path to this location.
The simplest way to achieve this is to configure a ‘Ping’ resource using the resource management menu in the system tab.