Troubleshooting
This page describes troubleshooting steps for SMSWakeUp. Please follow these
steps prior to contacting 1E with details of the problem.
1. Check the prerequisites for SMSWakeUp
2. Check the known problems
3. Run the SMSWakeUp Diagnostic System
4. Create a technical report for SMSWakeUp
1. Check the prerequisites for SMSWakeUp
The following operating system, SMS requirements, hardware, power management
and network specifications should be met in order for SMSWakeUp to be
successfully installed and run.
Operating system
SMSWakeUp should install and be configurable on any workstation running the
following Microsoft operating systems:
- Server - Windows NT4 SP6a, 2000, 2003
- Client - Windows NT4 SP6a, 2000, XP
Note: SMSWakeUp allows Windows 98 machines to be awoken, as long as they are
configured as SMS clients, but such machines cannot be used as SMSWakeUp slave
hosts.
SMS requirements
The following SMS version and agents need to be available. See Appendix A -
Setting up SMS to work with SMSWakeUp in The SMSWakeUp Administrator's Guide
for more details.
- 2.0 (SP4 plus recommended), 2003
- The Hardware Inventory Client Agent must be enabled
- The Advertised Programs Client Agent must be enabled
- Machine must be an SMS client
Hardware
To utilise Wake-On-LAN technology you need all of the following hardware
configurations:
- A network card which can support Wake-On-LAN - Your network card vendor
can tell you if your network adapter supports Wake-On-LAN. If it does support
Wake-On-LAN, it must be configured to enable remote wakeup. Some adapter
drivers are disabled by default within the operating system.
- Wake-On-LAN enabled system BIOS - Wake-On-LAN must be enabled in the
system BIOS. This option can usually be found in the 'Boot' menu of the BIOS
configuration program.
- Power management - APM or ACPI should be enabled, otherwise
the user of the machine should ensure that it is powered off by hitting the off
button after shutdown.
Note: A quick way to tell if a system is Wake-On-LAN ready is to power down the
system then look at the network adapter display LED's. If the lights are still
on, then chances are that the system is OK. 1E also provide a diagnostic tool
called Magic Test that will determine the ability for a single machine to react
to a Magic Packet wakeup. These utilities are described in the SMSWakeUp
diagnostic help system, see Section 5.2 - Known problems for details on how to
launch this tool.
Power Management
Once you are confident that your hardware is Wake-On-LAN enabled you need to
check that your operating system satisfies either of the following power
management standards.
- APM - Advanced Power Management is an older standard that is supported
by Win 95. It makes APM hardware information available to programs and can
include a 'suspend' option in the shutdown menu.
- ACPI - Advanced Configuration and Power Interface is a newer standard
that is favoured by recent operating systems such as Windows 2000\XP.
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2. Check the known problems
The following is a list of known problems and their solutions.
Windows XP SP2 firewall settings
SMSWakeUp should install and be configurable on any workstation running the
following Microsoft operating systems:
SMSWakeUp uses TCP and UDP ports 1776, by default, to communicate with the
slave services when installed in one of the slave models. Windows XP Service
Pack 2 restricts port access, so the port must be re-opened prior to using the
SMSWakeUp slave. The following command-line opens the necessary ports for
access:
> netsh firewall set portopening tcp 1776 SMSWakeupTCP
> netsh firewall set portopening udp 1776 SMSWakeupUDP
Note: If you have changed the default port you will also need to change the
port listed in the command-line above.
This command-line should be run on every machine where a slave service is
installed, a convenient way to do this would be to create an SMS Package and
Program with the above command line and advertise to all your SMSWakeUp slave
machines.
You will also need to check that the ICMP echo request settings are enabled. To
do this you go to the Windows Firewall Control Panel item, switch to the
Advanced tab and click on the Settings. button in the ICMP section. In the ICMP
Setttings dialog you need to make sure that the first item Allow incoming echo
request is checked, as shown in the following picture.
The Windows Firewall ICMP Settings dialog
Consult the readme.htm file
Read the readme.htm file included with the SMSWakeUp installation. This
includes late breaking news, and details on known issues
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3. Run the SMSWakeUp diagnostic help system
The problem solving techniques associated with SMSWakeUp have been compiled
into a diagnostic help system. The SMSWakeUp diagnostic help file will have
been installed along with the SMSWakeUp master service. You can run the
diagnostic tool from the SMSWakeUp40 program group under the start menu. The
full direction is:
Start menu/Programs/SMSWakeUp40/SMSWakeUp Diagnostic Tool
The tool comprises of a description of problem symptoms and a series of steps
to determine the cause. To follow the diagnosis you simply step through the
links as they are presented to you.
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4. Create a technical report for SMSWakeUp
The 1E technical support team will guide you through the process of determining
the cause of the problem and provide a solution. To help determine the solution
quickly, you should create a technical report related to the problem.
The technical report should contain the following information:
- The version number for SMSWakeUp. This can be found by running the
SMSWakeUpConsole and selecting the Help/About menu item.
- Ensure that full logging is turned on in the SMSWakeUp console, run the system
to demonstrate the problem and send us the SMSWakeUp40.log master
logfile from the C:\Documents and Settings\All Users\Application
Data\1E\SMSWakeUp40\ directory on the machine where the master service
is working.
- The minislv.log slave logfile from the C:\Documents and
Settings\All Users\Application Data\1E\minislv\ directory on whichever
machine is being used as the SMSWakeUp slave. In master only mode both files,
SMSWakeUp40.log and minislv.log, are located on the master machine. In
dedicated slave mode, you will need to fetch the minislv.log file from the C:\Documents
and Settings\All Users\Application Data\1E\minislv\ directory on the
designated dedicated SMSWakeUp slave machine. In multi slave mode you will need
to check the SMSWakeUp40.log to see which SMSWakeUp slave machine is
being used and then fetch the minislv.log file from the C:\Documents and
Settings\All Users\Application Data\1E\minislv\ directory on that
machine.
- Verification that the diagnostic help system has been run, as
described in Run the SMSWakeUp diagnostic help system.
You should then use the information you have gathered (and take note of the
location of any log files) to fill out the Support Form.
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