Novell SUPPORT ADVISOR - 04-2010 Manuel utilisateur

Novell®

www.novell.com

novdocx (en) 16 April 2010

AUTHORIZED DOCUMENTATION

Novell Support Advisor user Guide

Support Advisor

April 2010

User Guide

novdocx (en) 16 April 2010

Legal Notices

Novell, Inc., makes no representations or warranties with respect to the contents or use of this documentation, and

specifically disclaims any express or implied warranties of merchantability or fitness for any particular purpose.

Further, Novell, Inc., reserves the right to revise this publication and to make changes to its content, at any time,

without obligation to notify any person or entity of such revisions or changes.

Further, Novell, Inc., makes no representations or warranties with respect to any software, and specifically disclaims

any express or implied warranties of merchantability or fitness for any particular purpose. Further, Novell, Inc.,

reserves the right to make changes to any and all parts of Novell software, at any time, without any obligation to

notify any person or entity of such changes.

Any products or technical information provided under this Agreement may be subject to U.S. export controls and the

trade laws of other countries. You agree to comply with all export control regulations and to obtain any required

licenses or classification to export, re-export or import deliverables. You agree not to export or re-export to entities on

the current U.S. export exclusion lists or to any embargoed or terrorist countries as specified in the U.S. export laws.

You agree to not use deliverables for prohibited nuclear, missile, or chemical biological weaponry end uses. See the

Novell International Trade Services Web page (http://www.novell.com/info/exports/) for more information on

exporting Novell software. Novell assumes no responsibility for your failure to obtain any necessary export

approvals.

stored on a retrieval system, or transmitted without the express written consent of the publisher.

Novell, Inc.

404 Wyman Street, Suite 500

Waltham, MA 02451

U.S.A.

www.novell.com

Online Documentation: To access the latest online documentation for this and other Novell products, see

the Novell Documentation Web page (http://www.novell.com/documentation).

novdocx (en) 16 April 2010

Novell Trademarks

For Novell trademarks, see the Novell Trademark and Service Mark list (http://www.novell.com/company/legal/

trademarks/tmlist.html).

Third-Party Materials

All third-party trademarks are the property of their respective owners.

4Novell Support Advisor user Guide

novdocx (en) 16 April 2010

Contents 5

Contents

novdocx (en) 16 April 2010

1Overview 7

1.1 System Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

1.1.1 Novell Support Advisor can be installed and run from: . . . . . . . . . . . . . . . . . . . . . . . . 7

1.1.2 Client System Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

1.1.3 Novell Support Advisor can run against and analyze these platforms: . . . . . . . . . . . . 8

1.2 Known Issues. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

1.3 Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

1.3.1 Installing Novell Support Advisor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

1.4 Running Support Advisor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

1.4.1 Encrypted Database Option. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

1.4.2 Understanding Support Advisor User Interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

1.4.3 Home View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

1.4.4 Analyze View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

1.4.5 Archives View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

1.4.6 Settings View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

2 Connections 15

2.1 Saving Connections . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

2.1.1 Server Display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

2.1.2 Verify Connections. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

2.2 Groups Functionality . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

2.2.1 Group Management. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

3 Using Novell Support Advisor 21

3.1 Analyze . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

3.2 Additional Resources . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

3.3 Linux Settings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

3.3.1 SUDO User Authentication . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

3.3.2 SSH Key Authentication . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

3.3.3 SUSE Linux Servers: . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

6Novell Support Advisor user Guide

novdocx (en) 16 April 2010

Overview

novdocx (en) 16 April 2010

Overview

Novell Support Advisor is a free tool that allows customers to perform both pro-active and reactive

system and application diagnostic tasks in a local, secure and automated fashion for SUSE Linux

Enterprise, ZENworks Configuration Management and GroupWise systems.

Novell Support Advisor is an easily installed client that can be downloaded directly from

support.novell.com/advisor. The client is installed on a system that can communicate with both the

servers in customer's local environment and the update server at Novell. The client prompts the

customer to download newly released Novell Support Diagnostic Patterns (SDPs) authored by

Novell technical experts from the Novell update server. Novell SDPs identify new problems and

return possible solutions to the customer.

The Novell Support Advisor diagnosis occurs securely and locally, and does not require sending log

information to Novell for analysis. When the data is gathered for a health check, some load occurs

over a Secure Shell connection to the queried device, but once the data is collected, the connection is

terminated so network and device load is minimized. The gathered data is then consolidated into a

dashboard view that shows critical patterns in red, and good patterns in green, identifying what

segments in which systems need attention.

This tool also builds an Analysis Archive Database, or tar ball archive, that preserves a history of

health checks that have been run and the problems that have been addressed, allowing customers to

see trends and changes over time. A dashboard using the same color-coding scheme, a simple red =

critical and green = good makes the information readily accessible.

Novell Support Advisor can be used reactively when a problem occurs, and also proactively to run

“health checks” to prevent potential future issues.

If a problem is discovered where further help is needed, a service request connection to the Novell

Customer Center through the client interface can be opened via Novell Support.

1.1 System Requirements

1.1.1 Novell Support Advisor can be installed and run from:

SUSE Linux Enterprise Desktop 11 or later

SUSE Linux Enterprise Server 11 or later

OpenSUSE 10.3 or later

Microsoft Windows XP SP2 or later

Microsoft Windows Vista

Microsoft Windows Server 2003

1.1.2 Client System Requirements

Intel Pentium III GHz or faster processor

8Novell Support Advisor user Guide

novdocx (en) 16 April 2010

512 MB of RAM

5MB of disk space for each server you will be analyzing

1.1.3 Novell Support Advisor can run against and analyze

these platforms:

SUSE Linux Enterprise Server 9

SUSE Linux Enterprise Server 10

SUSE Linux Enterprise Server 11

GroupWise 8 (Linux and Windows)

ZENworks Configuration Management 10 (Linux and Windows)

1.2 Known Issues

Zenworks running on windows requires the Zenworks control center credentials, not the windows

user name and password.

1.3 Installation

1.3.1 Installing Novell Support Advisor

Download the Novell Support Advisor software package from support.novell.com/advisor

Extract the Support Advisor package to a folder of your choice

Within your specified folder, all the Advisor files extract into an advisor_install folder

Launch the Support Advisor installer and follow the prompts to install Support Advisor

When prompted, confirm the installation path. By default, Support Advisor installs in the

following locations (your location might vary):

Linux:/home/<username>/Support Advisor

Windows:C:\Program Files\Novell\Support Advisor

After you have installed Support Advisor, continue with the following post-installation tasks.

Overview 9

novdocx (en) 16 April 2010

1.4 Running Support Advisor

The first time you run Support Advisor, you will be prompted to create an encrypted database. You

may choose to continue without using a secure database, however none of your server credentials

will be saved.

Figure 1-1 Novell Support Advisor

1.4.1 Encrypted Database Option

Enter password and hit create encrypted database

1.4.2 Understanding Support Advisor User Interface

The primary Support Advisor UI elements include the following:

Home

Analyze

Archives

Service Request which opens a service request form in a web browser

Settings

10 Novell Support Advisor user Guide

novdocx (en) 16 April 2010

1.4.3 Home View

The Home View is essentially the Support Advisor title page. It provides links to all the Support

Advisor functions.

Figure 1-2 Novell Support Advisor Home View

Ce manuel convient aux modèles suivants

Table des matières

Autres manuels Novell Logiciel

Novell

Novell ZENWORKS 10 CONFIGURATION MANAGEMENT SP3 - COMMAND LINE UTILITIES REFERENCE 10.3... Manuel de programmation

Novell

Novell GROUPWISE 8 - LINUX-MAC CLIENT Manuel utilisateur

Novell

Novell IDENTITY ASSURANCE SOLUTION 3.0.2 -... Manuel utilisateur

Novell

Novell GROUPWISE 7 - INTEROPERABILITY GUIDE Manuel utilisateur

Novell

Novell IDENTITY MANAGER 3.6.1 - CLIENT LOGIN EXTENSION... Manuel utilisateur

Novell

Novell GROUPWISE 7 - SECURITY POLICIES Mode d’emploi

Novell

Novell EDIRECTORY 8.8 SP3 Mode d’emploi

Novell

Novell SENTINEL 6.1 SP2 - 02-2010 Manuel utilisateur

Novell

Novell GROUPWISE 7 - SECURITY POLICIES Manuel utilisateur

Novell

Novell BUSINESS CONTINUITY CLUSTERING 1.2.1 -... Mode d’emploi

Novell

Novell LINUX ENTERPRISE DESKTOP 10 - IPRINT CLIENT Manuel utilisateur

Novell

Novell GROUPWISE 7 - LIBRARIES AND DOCUMENTS Manuel utilisateur

Novell

Novell BUSINESS CONTINUITY CLUSTERING 1.0 -... Manuel utilisateur

Novell

Novell CUSTOMER CENTER 2.3 - GUIDE 4-8-2009 Manuel utilisateur

Novell

Novell Account Management 2.1 Manuel utilisateur

Novell

Novell GROUPWISE 8 - TROUBLESHOOTING 3 Manuel utilisateur

Novell

Novell LINUX ENTERPRISE 10 SP1 - LINUX AUDIT Manuel utilisateur

Novell

Novell IFOLDER 3.X - SECURITY ADMINISTRATOR GUIDE... Manuel de service

Novell

Novell DATA SYNCHRONIZER - 07-2010 Manuel utilisateur

Novell

Novell GROUPWISE 8 - POST OFFICE AGENT Manuel utilisateur

Novell

Novell APPARMOR 1.2 Mode d’emploi

Novell

Novell GROUPWISE 8 - INTERNET AGENT Manuel utilisateur

Novell

Novell ACCESS MANAGER 3.1 SP1 - ADMINISTRATION Manuel utilisateur

Novell

Novell EDIRECTORY 8.8 SP2 - GUIDE 10-2007 Manuel utilisateur

Manuels Logiciel populaires d'autres marques

COMPRO

COMPRO COMPROFM Manuel utilisateur

Muratec

Muratec OFFICEBRIDGE ONLINE Manuel utilisateur

Oracle

Oracle Contact Center Anywhere 8.1 Manuel utilisateur

Adobe

Adobe 65007312 - Photoshop Lightroom Manuel

Avaya

Avaya NULL One-X for RIM Blackberry Manuel utilisateur

HP ProLiant BL420c Manuel utilisateur

PS Audio

PS Audio PowerPlay Manuel du propriétaire

Brady

Brady LOCKOUT PRO 3.0 Manuel de service

Avaya

Avaya Interaction Center Manuel utilisateur

Texas Instruments

Texas Instruments TI-83 Plus Silver Edition Manuel

Oracle

Oracle Application 9i Manuel utilisateur

Acer

Acer RDM Manuel utilisateur

Canon

Canon Vixia HF21 Manuel utilisateur

Canon

Canon ZR950 Manuel utilisateur

Samsung

Samsung Auto Backup Manuel utilisateur

Polycom

Polycom Vortex EF2201 Instructions d'installation et d'utilisation

Brocade Communications Systems

Brocade Communications Systems Brocade 8/12c Manuel utilisateur

Lexmark

Lexmark Apps Manuel de service