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ECHNICAL

UPPORT

ECTION

ECH

UPPORT

OVERAGE

6 T

ECHNOLOGIES

, A

PPLIANCE

ATCHDOG

DMINISTRATOR

SER

UIDE

Support Procedures

When you contact our technical support department:

• You will be greeted by a technical professional who will

request the details of the problem and attempt to resolve
the issue directly.

• If your issue needs to be escalated, you will be given a

ticket number for reference, and a senior-level technician
will contact you to resolve the issue.

• If your issue requires immediate attention, such as your

network traffic being affected or all blocked sites being
passed, you will be contacted by a senior-level techni-
cian within one hour.

• Your trouble ticket will not be closed until your permission

is confirmed.

Summary of Contents for appliance watchdog

Page 1: ...Appliance Watchdog 8e6R USER GUIDE Release 1 0 00 Version No 1 01 ...

Page 2: ... makes no warranties with respect to this documentation and disclaims any implied warranties of merchantability and fitness for a particular pur pose 8e6 Technologies shall not be liable for any error or for incidental or consequential damages in connection with the furnishing performance or use of this manual or the exam ples herein Due to future enhancements and modifications of this product the...

Page 3: ...rk Requirements 8 Chapter 1 Watchdog Installation 9 Install 8e6 Appliance Watchdog 9 Chapter 2 Access the Admin Console 13 Launch the Application 13 Use the System Tray icon menu 15 Chapter 3 Watchdog Configuration 16 Configuration window 16 Access the Configuration window 16 Appliances 17 Add appliances to be monitored 17 Subsequently add other appliances 20 Delete appliances 21 Testpoint Options...

Page 4: ... 35 Status screen 35 History screen 36 Log screen 38 TECHNICAL SUPPORT SECTION 40 Tech Support Coverage 40 Hours 40 Contact Information 40 Domestic United States 40 International 40 E Mail 40 Office Locations and Phone Numbers 41 8e6 Corporate Headquarters USA 41 8e6 Taiwan 41 Support Procedures 42 INDEX 43 ...

Page 5: ... User Guide addresses the administrator designated to configure the 8e6 Appliance Watchdog and monitor 8e6 appliances on the network This user guide is organized into the following sections Overview This section provides information on how to use this user guide to help you configure 8e6 Appliance Watchdog Administrator Section Refer to this section for infor mation on configuring and maintaining ...

Page 6: ...guide NOTE The note icon is followed by italicized text providing additional information about the current topic TIP The tip icon is followed by italicized text giving you hints on how to execute a task more efficiently WARNING The warning icon is followed by italicized text cautioning you about making entries in the application executing certain processes or procedures or the outcome of specified...

Page 7: ...object allows you to toggle between two choices By clicking in this box a check mark or an X is placed indicating that you selected the option When this box is not checked the option is not selected dialog box a box that opens in response to a command made in a window or screen and requires your input You must choose an option by clicking a button such as Yes or No or Next or Cancel to execute you...

Page 8: ...that can be clicked This object can be a button or an executable file navigation panel the panel that displays at the left of a screen This panel can contain links that can be clicked to open windows or dialog boxes at the right of the screen One or more tree lists also can display in this panel When an item in the tree list is double clicked the tree list opens to reveal items that can be selecte...

Page 9: ... text boxes icons buttons and checkboxes table a section of a screen containing a list of records populated by the application text box an area in a dialog box window or screen that accommodates your data entry A text box is a type of field See field tree a tree displays in the naviga tion panel of a screen and is comprised of a hierarchical list of items An entity associated with a branch of the ...

Page 10: ...APPLIANCE WATCHDOG ADMINISTRATOR USER GUIDE window a window displays on a screen and can contain frames fields text boxes list boxes buttons and checkboxes Types of windows include pop up windows login windows or ones from the system such as the Save As or Choose file windows ...

Page 11: ... for setting up the application and adding 8e6 appliances to be monitored To attain this objective the administrator performs the following tasks installs and configures the Appliance Watchdog on a designated workstation adds 8e6 appliances to be monitored by the Appliance Watchdog analyzes logs generated by the application establishes alert notifications for network problems affecting 8e6 applian...

Page 12: ...tor include the following Windows XP 32 bit or 64 bit Windows Server 2003 Enterprise x64 and Windows 2000 Professional 512 MB RAM minimum 1 GB RAM recommended 100 MB hard drive space for running log files Microsoft NET Framework 2 0 runtime application Microsoft Windows Installer 3 0 Network Requirements High speed connection from the Appliance Watchdog application to 8e6 appliances set up to be m...

Page 13: ...Click the link for the 8e6 Appliance Watchdog application msi file to launch the 8e6 Appliance Watchdog Setup wizard Fig 1 1 1 Pre installation message NOTE If prompted install Microsoft NET Framework 2 0 Note that Framework may require updating other Windows compo nents such as Microsoft Windows Installer 3 0 before installing the Appliance Watchdog 3 After closing any open Windows applications c...

Page 14: ...GUIDE Fig 1 1 2 8e6 Appliance Watchdog EULA 4 Read the EULA and if you agree with its terms click the radio button corresponding to I accept the license agree ment to activate the Next button 5 Click Next to confirm that you wish to proceed with the installation process Fig 1 1 3 Ready to Install the Application ...

Page 15: ...MINISTRATOR USER GUIDE 11 6 Click Next to begin installing 8e6 Appliance Watchdog on your machine Fig 1 1 4 8e6 Appliance Watchdog installation When the 8e6 Appliance Watchdog installation setup process has successfully finished completion informa tion displays Fig 1 1 5 Installation complete ...

Page 16: ...NOLOGIES APPLIANCE WATCHDOG ADMINISTRATOR USER GUIDE 7 Click Finish to close the installation setup window and to open the 8e6 Appliance Watchdog console see Fig 1 2 1 The configuration setup for the Appliance Watchdog can be completed now or at a later point in time ...

Page 17: ... click the orange e icon in your system tray the icon to the left in the image below Start menu if the Watchdog icon is not currently loaded in your system tray click Start in your taskbar navigate to the Programs menu and then select the menu item for 8e6 Watchdog 8e6 Watchdog Clicking the Watchdog system tray icon or selecting the 8e6 Watchdog menu item launches the 8e6 Appliance Watchdog Admini...

Page 18: ...of all testpoint results History Once Watchdog is configured and running clicking this menu item displays a history of testpoint state results Log Once Watchdog is configured and running clicking this menu item displays activity logs Alerts Once Watchdog is configured and running clicking this menu item opens a pop up box containing currently active alerts and alert settings Configuration Clicking...

Page 19: ...ing items Alerts Selecting this item opens the 8e6 Watchdog Active Alerts pop up window that displays information about recent alerts Restore Selecting this item launches the Administrator console if the console is not already open Exit GUI only If the console is currently open selecting this item closes the Administrator console and removes the Watchdog icon from the system tray If the Adminis tr...

Page 20: ...iances Configuration window The Configuration window is used for setting up 8e6 appli ances to be monitored by Watchdog for specifying settings to check the status of these appliances and to set up notifi cations to alert you to any network errors pertaining to these appliances Access the Configuration window In the Administrator console click the Configuration menu item to open the Configuration ...

Page 21: ...inistrator console click Cancel to close the Configuration window Appliances The Appliances branch of the tree lets you set up and main tain appliances to be monitored by Watchdog Add appliances to be monitored TIP In order to add one or more appliances to be monitored the Configuration window must display the Appliances frame in the right panel If this frame does not display go to the left panel ...

Page 22: ...dress If the appliance you added is an ER server the ER data base password most likely has not been changed If however this password has been changed you need to enter that same information in Watchdog in order for Watchdog to access the ER database To do so a Click the Advanced tab to display Database connec tion properities fields Fig 1 3 3 Configuration window Advanced tab b Enter the correct P...

Page 23: ...vice close the Configuration window and the Administrator console and to display the pop up box with the following message The 8e6 Watchdog service is restarting Fig 1 3 4 Restart message box When the service has restarted the Administrator console re opens and displays the Status screen showing information about the appliance s you just added Fig 1 3 5 Console with one appliance added In the left...

Page 24: ...click Configuration to open the Configuration window Fig 1 3 6 Add another appliance In the Configuration window note that the Names of appliances you previously added display in the Appli ances branch of the tree and the following message displays in the Appliances frame in the right panel You have X appliances defined in which X repre sents the number of appliances added in the Appli ances branc...

Page 25: ...is request in the subsequent dialog box to remove the appliance name from the Appliances branch of the tree 3 If any other appliances need to be deleted from the Appli ances tree follow steps 1 and 2 for each appliance name to be removed 4 After all appliances to be deleted have been removed from the tree click Save and Close to stop the service remove the configuration for the appliance s from Wa...

Page 26: ...iltering profile on the workstation with Watchdog installed must have GPORN blocked To monitor filtering on the ProxyBlocker PROXY or GPORN must be blocked in your filtering profile on the workstation with Watchdog installed Testpoint URLs are included in shadow log which may cause confusion in reporting as these URLs will increase the GPORN hit count for the R3000 and the GPORN or PROXY hit count...

Page 27: ...e if that appli ance is running successfully The following two charts list the different types of testpoints indicating which ones are performed on which appliance Testpoints Chart Part 1 8e6 Appliance Accessibility Ping Admin Interface Block Page Authentication Service port 81 URL Filtering R3000 Yes Yes Ports 88 1443 Yes Yes R3000IR Yes Yes Ports 88 1443 808 8843 Yes Yes R3000 Mobile Yes Yes Por...

Page 28: ...guring testpoints Ping TCP Connect Web Page Blocking Testpoints Chart Part 2 8e6 Appliance DB Engine Reporting Service 8e6 Client Service Database Usage Passed Site Percentage R3000 No No No No R3000IR Yes Ports 3306 8080 8443 No Yes Yes R3000 Mobile No Yes Port 443 No No ProxyBlocker No No No No Enterprise Reporter Yes Ports 3306 8080 8443 No Yes Yes Threat Analysis Reporter Yes Port 3306 No No N...

Page 29: ...ons 2 Configure any of the following options by making a numerical selection for that designated field Test interval seconds The number of seconds Watchdog will use in the interval between pings to the appliance The default is 30 seconds and the minimum number of seconds that can be selected is 10 Warning state threshold The number of consecu tive tests an appliance can fail before Watchdog issues...

Page 30: ...ed state 3 Click Save and Close to save your configuration and close both the Configuration window and Administrator console restart the service and then re open the console showing the Status screen TCP Connect The TCP Connect testpoint checks for a TCP connection to the appliance If a response is received the test verifies that the appliance can receive TCP traffic on the network 1 Click TCP Con...

Page 31: ...Watchdog will issue a warning state for the failed appliance every two minutes one failed test in 60 seconds plus another failed test in the next 60 seconds equals 120 seconds or two minutes Failed state threshold The number of consecutive tests an appliance can fail before Watchdog issues that appliance a failed state The default is 3 tests Using these default settings when Watchdog makes a third...

Page 32: ... are working 1 Click Web Page Blocking in the Testpoint Options branch of the tree to display the Block Page Testpoint Options frame in the right panel Fig 1 3 10 Web Page Blocking 2 Configure any of the following options by making a numerical selection for that designated field Test interval seconds The number of seconds Watchdog will use in the interval between attempting to test the block page ...

Page 33: ... state threshold The number of consecutive tests an appliance can fail before Watchdog issues that appliance a failed state The default is 4 tests Using these default settings when Watchdog makes a fourth failed attempt to test the block page response in the appliance the state of that appliance will be upgraded from a warning state to a failed state 3 Click Save and Close to save your configurati...

Page 34: ...cified email address alerts for warning and failed states detected on an appliance 1 Click E mail in the Notifications branch of the tree to display the E mail frame in the right panel Fig 1 3 11 E mail 2 By default the email alert option is disabled and all objects in this frame displayed greyed out Click the Enable email notifications checkbox to activate all objects in this frame and to enable ...

Page 35: ...erform this test again 8 Once you have successfully configured email options click Save and Close to save your configuration and close both the Configuration window and Administrator console restart the service and then re open the console showing the Status screen Desktop Using the Desktop notification option Watchdog will send alerts to your desktop for any warning and failed states detected on ...

Page 36: ...tion Click the Active alerts link in the lower right corner of this window to open the Active Alerts pop up box see Fig 1 3 14 where the entire alert can be viewed and acknowledged NOTE The alert is acknowledged by clicking Acknowledge All in the Active Alerts pop up box TIPS The slideshow window remains open by hovering over or clicking in the window and can be closed by clicking the X in the upp...

Page 37: ...y enabled disabled in the other source After reviewing all alert messages click Acknowledge All to place green check marks across all icons Fig 1 3 15 Active Alerts acknowledged By default No suppression is defined for alert notifi cations To Suppress alerts for a specified period make a selection from the following choices 10 Minutes 30 Minutes 60 Minutes 2 Hours 4 Hours 24 Hours Indefinitely Thi...

Page 38: ...hine To review alert messages and to stop your machine from beeping do one of the following to access the Active Alerts pop up box Click the Alerts menu item in the Administrator console or right click the Watchdog system tray icon and select Alerts in the pop up menu NOTE Your machine continues beeping as long as the alert remains unacknowledged The alert is acknowledged by clicking Acknowledge A...

Page 39: ...k and collectively manage these units Status screen The Status screen is accessible by clicking the Status menu item in the Administrator console Fig 1 4 1 Status screen This screen includes a tree of appliances in the left panel with a list of testpoint states for each appliance Each item in the tree is preceded by an icon showing its current state OK green circle with white checkmark Unknown whi...

Page 40: ...ccessible by clicking the History menu item in the Administrator console Fig 1 4 2 History screen This screen includes a window that contains up to 1000 records showing recent appliance testpoint results with the newest testpoint result at the top of the list For each record the following columns of information display testpoint Message preceded by a status icon OK warning failed Source appliance ...

Page 41: ...console and reopening it The following actions can be performed in this screen View details for a testpoint result Click a testpoint result in the list to highlight it and to display the following testpoint result information beneath the menu items at the top of the screen Event source appliance type IP address Time MM DD YYYY HH MM SS AM PM format and message Fig 1 4 3 History screen testpoint re...

Page 42: ... result messages to the Windows clipboard so that this information can be pasted in a blank open file View testpoint result contents in a text file format Click to open a text file containing the current testpoint result messages View testpoint result contents in an Excel spreadsheet format Click to open an Excel spread sheet containing the current testpoint result messages Log screen The Log scre...

Page 43: ...e following App Application start initialization message Detail Successful testpoint results Error Testpoint failure and any exceptions caught Module Version check results on DB schema NOTES The latest record displays at the bottom of the list and error records display in red text The following actions can be performed in this screen via the buttons above the log window View the log contents in a ...

Page 44: ...tact us by phone by e mail or in writing Hours Regular office hours are from Monday through Friday 8 a m to 5 p m PST After hours support is available for emergency issues only Requests for assistance are routed to a senior level techni cian through our forwarding service Contact Information Domestic United States 1 Call 1 888 786 7999 2 Select option 3 International 1 Call 1 714 282 6111 2 Select...

Page 45: ...umbers 8e6 Corporate Headquarters USA 828 West Taft Avenue Orange CA 92865 4232 USA Local 714 282 6111 Fax 714 282 6116 Domestic US 1 888 786 7999 International 1 714 282 6111 8e6 Taiwan RM B2 13F No 49 Sec 3 Minsheng E Rd Taipei 104 Taiwan R O C Taipei Local 2501 5285 Fax 2501 5316 Domestic Taiwan 02 2501 5285 International 886 2 2501 5285 ...

Page 46: ... problem and attempt to resolve the issue directly If your issue needs to be escalated you will be given a ticket number for reference and a senior level technician will contact you to resolve the issue If your issue requires immediate attention such as your network traffic being affected or all blocked sites being passed you will be contacted by a senior level techni cian within one hour Your tro...

Page 47: ...new appliance 17 Add appliances to be monitored 17 Alerts 14 15 B button terminology 3 C checkbox terminology 3 Configuration 14 Conventions 2 D Delete an appliance 21 Desktop notification 31 dialog box terminology 3 E E mail notification option 30 Enable audible alert 34 End User License Agreement 9 environment requirements 8 Exit and Stop Service 15 Exit GUI only 15 F field terminology 3 ...

Page 48: ... screen 36 I icon terminology 4 L Log 14 Log screen 38 M Microsoft NET Framework 2 0 8 N navigation panel terminology 4 network requirements 8 Notifications 30 P Ping 25 pop up box window terminology 4 pull down menu terminology 5 R requirements environment 8 Restore 15 S screen terminology 5 slideshow notifications 32 ...

Page 49: ...5 Suppress alerts 33 system requirements 8 system tray icon 13 15 T table terminology 5 TCP Connect 26 Technical Support section 40 Testpoint Options 23 Testpoints Chart 23 text box terminology 5 tree terminology 5 W Warnings 22 Web Page Blocking 28 window terminology 6 workstation requirements 8 ...

Page 50: ...INDEX 46 8E6 TECHNOLOGIES APPLIANCE WATCHDOG ADMINISTRATOR USER GUIDE ...

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