=========================================================================== readme.txt Compaq Proactive Remote Service (CPRS) Version 4.5 Service Pak 1 for customer service gateways 9 May 2002 =========================================================================== Welcome to CPRS 4.5 Service Pak 1 for customer service gateways. This Service Pak updates your current installation of CPRS with feature and support improvements. *** Prerequisites *** Make sure the following prerequisites are ready before installing Service Pak 1: * The system must be a CPRS customer service gateway (CSG). * Version 4.5 must already be installed. To verify, go to Start | Settings | Control Panel. Under Add/Remove Programs, check for the "Compaq Remote Support Services 4.5" entry. * The WorldWire component must be present. To verify, check for menu options under Start | Programs | WorldWire. * The Compaq Remote Support Module (CRSM) component must be present. To verify, check for menu options under Start | Programs | Compaq Remote Support Module 4.5. It does not matter if any CPRS services are running when the update is installed, but be aware that all running CPRS services will be temporarily stopped during the update. *** Installing the Update *** Follow these steps to install the update: 1. Download the file CSG45SP1.exe to a directory on the customer service gateway. 2. Run the file. You can double click its icon in the Windows Explorer window or choose Start | Run, for example. 3. Follow the prompts that appear in the dialogs. *** Verifying the Update *** If desired, you can verify the update by opening the CRSM viewer (Start | Programs | Compaq Remote Support Module 4.5 | CRSM Viewer) and checking for "SP1" in the upper right portion of the display. *** Uninstalling and Reinstalling *** Uninstalling CPRS 4.5 also uninstalls the Service Pak. If you reinstall version 4.5, reinstall the Service Pak as well. If desired, you can uninstall just the Service Pak by rerunning the CSG45SP1.exe file. Follow the dialog prompts to remove the Service Pak. *** Service Pak Details *** Service Pak 1 addresses the following: * CRSM now supports extended SNMP GETS, which provide increased service context information. * A problem with the crsm.exe process stopping and generating a Dr. Watson error log during simulated notifications has been corrected. (PTR 91-19-526) Engineers were purposely crashing an HSG controller attached to a SANworks Management Appliance (SWMA) running V4.5 and WEBES V4.0. Forcing the controller to crash showed normal event notification in the SWMA OSM Element Manager, and the event also appeared in the application event log. Then, the application event log would show an immediate Dr. Watson entry stating that crsm.exe had crashed. The crash was caused by a buffer over-run inside of one of the JNI DLLs used by the CRSM process. * An issue with not being able to restrict client access to CRSM is resolved. (PTR 91-19-629) CRSM was remaining accessible from any browser on the network even though Program Files\Compaq\Compaq Remote Support Module 4.5\hosts.txt was properly configured. This relates to an operator configuration setting. Administrators need to add the service provider gateway external IP address to the list of authorized hosts for IIS on the machine hosting CRSM. This is configured using the IIS snap-in through the IP Address and Domain Name Restrictions dialog on the Directory Security tab. * Remote access to CRSM through WorldWire is now working. (PTR 91-19-635) The previous WorldWire incoming TransPortal file (DsntransportalIn.exe) on the CSG included HTTP headers that were preventing service providers from remotely running CRSM via Service Cockpit. * The CRSM notification page now displays the correct local system name instead of a name that shows the name of the service provider gateway. (PTR 91-19-636) WorldWire associates the service provider system name with the local IP address in the Windows driver\etc\hosts file so that the TransPortal listener can accept a request locally. Requests for the local host name through the Java API (getHostName()) were producing the "associated" WorldWire name instead of the primary local name. SP1 bypasses Java and uses a JNI call to get the primary name for the given IP address. * Issues related to incoming notifications that did not open a case on the call handling system (CHS) have been closed. (PTR 91-19-648) This problem can occur when a customer Access ID is valid for CPRS at the service provider gateway (valid for WorldWire) but not at the CHS itself. Errors indicated that there was no record in the CHS database that corresponded to the Access ID. Service Pak 1 installs new versions of the following files: C:\Program Files\Compaq\Compaq Remote Support Module 4.5\CRSM.exe C:\Program Files\Compaq\Compaq Remote Support Module 4.5\html\logo.htm C:\Program Files\Compaq\Compaq Remote Support Module 4.5\snmpjini.dll C:\Program Files\Compaq\DSN\EXE\DSNTransportalIN.exe Before replacement, Service Pak 1 backs up the older version of each file as follows: C:\Program Files\Compaq\Compaq Remote Support Module 4.5\BACKUPCRSM.exe C:\Program Files\Compaq\Compaq Remote Support Module 4.5\html\BACKUPlogo.htm C:\Program Files\Compaq\Compaq Remote Support Module 4.5\BACKUPsnmpjini.dll C:\Program Files\Compaq\DSN\EXE\BACKUPDSNTransportalIN.exe Uninstalling the Service Pak deletes the new files and restores the backups to their original file names. =========================================================================== Copyright 2002 Compaq Information Technologies Group, L.P. Compaq and the Compaq logo are trademarks of Compaq Information Technologies Group, L.P. in the United States and other countries. Microsoft and Windows are trademarks of Microsoft Corporation in the United States and other countries. All other product names mentioned herein may be trademarks of their respective companies. Confidential computer software. Valid license from Compaq required for possession, use or copying. Consistent with FAR 12.211 and 12.212, Commercial Computer Software, Computer Software Documentation, and Technical Data for Commercial Items are licensed to the U.S. Government under vendor's standard commercial license. Compaq shall not be liable for technical or editorial errors or omissions contained herein. The information is provided "as is" without warranty of any kind and is subject to change without notice. The warranties for Compaq products are set forth in the express limited warranty statements accompanying such products. Nothing herein should be construed as constituting an additional warranty. This service tool software is the property of, and contains confidential technology of Compaq Computer Corporation or its affiliates. Possession and use of this software is authorized only pursuant to the Proprietary Service Tool Software License contained in the software or documentation accompanying this software. Compaq service tool software, including associated documentation, is the property of and contains confidential technology of Compaq Computer Corporation or its affiliates. Service customer is hereby licensed to use the software only for activities directly relating to the delivery of, and only during the term of, the applicable services delivered by Compaq or its authorized service provider. Customer may not modify or reverse engineer, remove or transfer the software or make the software or any resultant diagnosis or system management data available to other parties without Compaq's or its authorized service provider's consent. Upon termination of the services, customer will, at Compaq's or its service provider's option, destroy or return the software and associated documentation in its possession. WorldWire contains encryption features subject to the U.S. Export Administration Regulations (EAR). The U.S. Department of Commerce classifies WorldWire as "retail encryption" exportable under License Exception ENC in accordance with Section 740.17 of the EAR. By downloading the software, you agree that you will comply with those regulations.