Acano Manager AM1.6 Installation Guide Guide April 2015 76-1029-05-D . Contents Acano solution: Acano Manager R1.6 Installation Guide 76-1029-05-D Page 2 Contents 1 Introduction

Acano solution

Acano Manager R1.6 Installation Guide

April 2015

76-1029-05-D

Contents

Acano solution: Acano Manager R1.6 Installation Guide 76-1029-05-D Page 2

Contents

1 Introduction ....................................................................................................................... 3 1.1 About the Acano Manager ........................................................................................ 3

1.1.1 Communication between Acano Manager and the Acano Solution ................ 3 1.1.2 Time-limited options in Acano Manager R1.6 ................................................. 4

1.2 Prerequisites ............................................................................................................ 4 1.2.1 Prerequisites for Acano Manager ................................................................... 4 1.2.2 Prerequisites for the Outlook Plugin ............................................................... 8

2 Installation Steps ............................................................................................................... 9 2.1 Downloading the Installation Files ............................................................................ 9 2.2 Installing the Acano Manager Service ...................................................................... 9 2.3 Installing the Interface File ..................................................................................... 11 2.4 Running the Acano Manager .................................................................................. 13 2.5 Configuring Acano solution CDRs to go to the Acano Manager .............................. 14 2.6 Checking API Configuration on the Acano Solution ................................................ 15 2.7 Defining the Acano Call Bridge to Monitor .............................................................. 15 2.8 Configuration for Call Bridge Clusters .................................................................... 17 2.9 Creating a coSpace (Virtual Meeting Room) .......................................................... 17 2.10 Making a Test Call ................................................................................................. 18 2.11 Active Directory Sync Setup ................................................................................... 20 2.12 Outlook Plugin Installation ...................................................................................... 25

2.12.1 Creating Exchange Mailbox Accounts for Rooms/Endpoints ........................ 25 2.12.2 Providing the plugin exe and the login details .............................................. 25

3 Troubleshooting .............................................................................................................. 26

3.1 Acano Manager Installer Does Not Run ................................................................. 26 3.2 Acano Manager Does Not Start .............................................................................. 26 3.3 Acano Manager Service Not Starting ..................................................................... 26 3.4 User Interface Not Displaying ................................................................................. 28 3.5 Acano Call Bridge Does Not Come Online within the Acano Manager ................... 29 3.6 Acano Manager Service Logs ................................................................................ 29 3.7 Acano Manager Installation Logs ........................................................................... 29 3.8 Removing the Acano Manager ............................................................................... 29 3.9 The Outlook plugin will not register to Acano Manager ........................................... 29 3.10 Call/coSpace Information is not being Displayed in the Outlook Invite .................... 30 3.11 AD Issues ............................................................................................................... 30

3.11.1 No coSpace created in Acano Manager. ...................................................... 30 3.11.2 No user in Acano Server, but in Acano Manager .......................................... 30 3.11.3 No users or coSpaces on both Acano Server and Acano Manager. ............. 30 3.11.4 Users/coSpaces on both Acano Server and Acano Manager, but no

coSpace membership for the coSpace owner .............................................. 30

Figures

Figure 1: Acano solution communications involving Acano Manager 4


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.

1.1.1 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.


Figure 1: Acano solution communications involving Acano Manager

1.1.2 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

1.2.1 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.


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 2008.

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


“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 2012. 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 email 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


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


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\v4.0.30319\aspnet_regiis.exe -i

On a 32bit system: C:\Windows\Microsoft.NET\Framework\v4.0.30319\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.

1.2.2 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


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.


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.


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


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.


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:


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. http://<acano manager system IP address>:5566)


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.


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.)


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. Email your current license file vq.lic to [email protected] 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.

mailto:[email protected]


4. Click Save.

2.10 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.


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).


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 R1.0.

4. 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 of “@domain.com”. Changing the Customer (from the drop-down list) results in this changing to a default of “@customer.com”. 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 [email protected], 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=*))


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.

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Success or errors are indicated in the Alert panel.

If emails are enabled, the Importer’s result and logs are emailed to you. If emails 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.


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


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 10.00 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.


2.12 Outlook Plugin Installation

If your users will be installing the Outlook plugin, then follow the steps in this section.

2.12.1 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 email address.

2. Log in to Acano Manager and go to Endpoints.

3. Create or edit the endpoints, adding the exchange account email address in the Exchange Mailbox field.

2.12.2 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


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\v4.0.30319\aspnet_regiis.exe -i

On a 32bit system: C:\Windows\Microsoft.NET\Framework\v4.0.30319\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 http://support.microsoft.com/kb/2736284)

3.2 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.

!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

!!!!!!!!!!

2014-01-23 12:13:25.580 WARNING: DataHelper.CheckException Exception:

System.Data.SqlClient.SqlException (0x80131904): CREATE DATABASE permission

denied in database 'master'.

at System.Data.SqlClient.SqlConnection.OnError(SqlException exception,

Boolean breakConnection, Action`1 wrapCloseInAction)

http://support.microsoft.com/kb/2736284


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:7429059b-d689-46eb-8704-6e8bc8a8c773

!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

!!!!!!!!!!

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_start-date- of log_and_time. Examples are:


System.Data.SqlClient.SqlException (0x80131904): Login failed for user

'Administrator'.


System.Data.SqlClient.SqlException (0x80131904): 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.


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 http://localhost in your browser? If

this page does not display or causes an error, then the problem is likely to be in the IIS setup.

http://localhost/


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).


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 Email” or “Outlook” are checked for Call Booked.

3.11 AD Issues

These are some of the issues you may come across when configuring the AD section in Acano manager.

3.11.1 No coSpace created in Acano Manager.

1. Check whether there is an incorrect or missing entry in the URI field.

3.11.2 No user in Acano Server, but in Acano Manager

1. Check the Event log on the Acano server for “sync operation failed”.

3.11.3 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.

3.11.4 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).


© 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.

Documents

Acano Manager AM1.6 Installation Guide Guide April 2015 76-1029-05-D . Contents Acano solution: Acano Manager R1.6 Installation Guide 76-1029-05-D Page 2 Contents 1 Introduction