Documentation

ServiceNav Agent installation

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Information

The ServiceNav Supervisory Officer functions as follows:

  • 1 service Viadéis Services Agent that runs on the supervised machine
  • 1 service NSClientpp that runs on the supervised machine
  • 1 server NPS (ServiceNav Mutualized) which collects monitoring data from ServiceNav Agent and transmits it to the monitoring website.

 

Viadéis Services Agent

The Viadéis Services Agent service is installed manually via an .msi file downloadable from your platform. Once the .msi file is installed, the Viadéis Services Agent service will download and install the second service: NSClientpp.

The role of the Viadéis Services Agent service is to update the following elements:

  • Updating the NSClientpp configuration (NSC.ini file)
  • Updating the Coservit plug-in library
  • Updating the NSClientpp service
  • Park inventory (optional)
  • Updating its own service: Viadéis Services Agent
  • Supervision of the proper start of the NSClientpp service (restarts the service if possible)

 

NSClientpp

The NSClientpp service is installed by the Viadéis Services Agent service. Its role is :

  • Running control scripts
  • Sending data to the ServiceNav monitoring platform

 

NPS

The MNS server retrieves the data sent by the NSClientpp service.

 

Security Management

The communication initiated by the Viadéis Services Agent can be filtered at the level of the supervision platform by IP address.

The filtering principle is based on the following elements:

  • company IPpublic IP address: the public IP address indicated at the company level in the Organization > Companies
  • equipment IPthe public IP address of the equipment, as indicated in the equipment's detail sheet (tab General information, field Public IP address)
  • source IP IP address : the IP address presented to the monitoring platform by the Viadéis Services Agent

The following rules are executed:

  • If the address company IP is equal to 0.0.0.0.0, no control is made: communication from Viadéis Services Agent is authorized.
  • If the address company IP is not equal to 0.0.0.0.0, and if the addresses source IP equipment IP correspond, communication from Viadéis Services Agent is authorized
  • If the address company IP is not equal to 0.0.0.0.0, and if the addresses source IP equipment IP do not correspond, communication from Viadéis Services Agent is not authorised.

 

Pre-requisites

In order to install an agent on a Windows server you need to check the following requirements:

  • Supported Operating Systems
    • Windows Server 2003, 2008, 2012 in 32/64-bit versions
    • Windows Small Business Server 2003, 2008, 2011 in 32/64-bit versions
  • configured DNS
  • Open TCP port 443 to the Internet address of the monitoring platform (servicenav.io).
  • Open TCP port 5667 to the Internet address of the MNS server.
  • Server time synchronization with an NTP server
  • NET 2.0 Framework

The prerequisites are checked by the installation program. The installation is aborted if the prerequisites are not verified.

To test the different prerequisites manually, simply follow these steps:

1/ Checking the version of the operating system

Go to Start > right click on Workstationand then Properties and read the version of Windows that is installed in the "System" section.

2/ Verification of DNS operation

At the command prompt (Start > Run > cmd) type the following command:

Ping www.google.fr

If you get this message: "The Ping request could not find the host www.google.fr. Check the name and try again. ", change the DNS configuration.

3/ Checking the opening of the https port

At the command prompt (Start > Run > cmd) type the following command:

telnet servicenav.io 443

If you have a timeout message or "Login to servicenav.io ... ": is that you must proceed to open the port.

4/ Checking the opening of the supervision data port

Warning 2 From version 3.13.1, and for a ServiceNav Box running Ubuntu 16.04, it is necessary to modify the /etc/init.d/iptables.sh file to authorize the flow from the agents.

Uncomment the following line:

## Acceptance of NSCA connections
#iptables -A INPUT -p tcp -dport $PORT_NSCA -j ACCEPT

Then execute:

/etc/init.d/iptables.sh

 

To find the Internet IP address of the SNM server, connect to ServiceNav, go to Configuration > General > Box, list mode and click on the SNM server: the public IP address is included in the field Public IP address.

At the command prompt (Start > Run > cmd), type the following command:

telnet  5667

If special characters are displayed or the return cursor at the top of the page, the port is open. Otherwise, you should get a timeout message or "Connecting to ... ": you must therefore proceed to open the port.

N.B.: in a Windows 2008 environment, install the telnet functionality or use a utility such as putty.

5/ Checking time synchronization

At the command prompt (Start > Run > cmd) type the following command:

Net time \NomServer name /QUERYSNTP

The command must answer on which server the server to be monitored is synchronized. If the time server is local, make sure that this server is configured on an external NTP server.

N.B: this command is not valid on a Windows 2008 environment. Use the w32tm /query /source /verbose command instead.

6/ Presence of the .NET 2.0 framework

When installing the ServiceNav agent, if the .NET framework is not installed or updated, you will be prompted to download it from the Microsoft website.

N.B: in a Windows 2012 environment, install the framework via the list of features.

 

 

Installation of an agent in a new company

Creation of the company in ServiceNav

Login as administrator (RPC_Admin) on the supervision interface: https://servicenav.io

Then go to the "Organization" > "Companies" section. Then click on " Add ".

Agent - Add Client

Then fill in the following fields:

Agent - Add client2

Fill in the fields as follows:

  • Outsourcing or Resale mode (standalone client)
  • Company Name
  • Public IP (if filtering desired)
  • Email address of the alerts sent for this customer.

Then validate the addition.

To create a site under a company code, position yourself on the tab Sites then click on "Add".

 

 Creating Equipment in ServiceNav

In order to be able to install the supervisory officer, you must have your token. This token is generated when adding equipment to the supervision in ServiceNav.

Select the desired company. Then go to the section: "Configuration" > "Equipment" > "List".

Go to the tab " Mode : Agent ".

Equipment - Adding agent

Then add new equipment by clicking on "Add".

 

Equipment configuration

Equipment - Agent configuration

Put the name of the equipment (e.g. SRVDATA)

Fill in the public IP address of the equipment. If unknown or dynamic then enter the following value: 0.0.0.0.0

Choose the Windows Server equipment model.

Then go to the "Availability and Controls" tab.

Equipment - Agent configuration - Dispo

Set the script execution timeout (by default enter 60) and choose the interval of the feedbacks (by default enter 5).

Then validate.

After validation, you should have a line with your server name similar to this :

Agent - List

The displayed identifier is unique and is intended for the agent that will be installed on the client server. This identifier will be kept on the ServiceNav configuration interface.

The executable to be installed on the supervised server can be downloaded from the interface by clicking on the arrow next to the token. This executable contains the identifier and address of the ServiceNav update site. It is customized for each server.

 

Connecting to the client server

In order to install the agent you need to connect to the client server. To do this, refer to your knowledge base.

 

Agent download

On the client server, download the latest version of the agent by going to the ServiceNav application and clicking the arrow next to the configured server.

Agent - List

Once the agent is downloaded, run it to start the agent installation.

Agent - Certificate Error

If the SSL certificate is not signed by a certificate authority, click on the link: "Continue with this website (not recommended)".

Click directly on Save the file as below.

Agent - Installation package

Then extract the elements from the archive packageVSAgentInstaller. Do not extract the archive to a directory located on the desktop of the server/station.

Run the file VSUpdateAgent.exe on the disc.

Agent - Installation package3

Confirm the installation by ignoring the Windows alert messages on the software publisher check.

 

ServiceNav Agent installation

Follow the installer's instructions :

Agent - Installation package4

Agent - Installation package5

 

Updating the monitoring server

In order to inform the supervision server of the addition of a piece of equipment, its configuration must be generated.

Go to the section "Configuration" > "General" > "Generation".

Agent - Case update

The list of boxes to be updated appears. Just click on the "Apply" button and the changes will be taken into account.

 

 Verification of proper operation

Wait five minutes for the agent to pull up the first set of data.

Go to the "Supervision" > "Technical Operations" section and check that the data is uploaded.

Agent - Operations

 

 

Debugging Guide

Viadéis Services Agent installs, but NSClient++ does not install

Checking the event log :

  • If connection errors are present, the Viadéis Services Agent service with an administrator user of the machine or domain will start. If the problem persists, check that the IE configuration for this user is automatic (except in case of proxy).

Agent - IE Configuration

  • If it indicates that it could not install NSClient++ but does not show an error message against the identifier, the TCP/443 port is not opened. Open it and restart the Viadéis Services Agent service.

 

Viadéis Services Agent is installed, but incorrect identifier is used

If the event log indicates that it could not install NSClient++ and also shows an error message against the token, the token is incorrect. Uninstall then reinstall Viadéis Services Agent after re-downloading the archive from ServiceNav.

 

Viadéis Services Agent does not install at all

If the agent does not install at all, retrieve the following information and contact product support :

  • What is the operating system (Version, Release, Service Pack, Architecture)?
  • What is the precise stage where the installation is not done properly?
  • What is the exact error message, if any?
  • Are there any error messages in the event log? What do they say?
  • Are the files on the server hard drive (C:/ProgramFiles/Coservit) present?
  • Is the registry information present (see debugging documentation)?
  • What is the version of the .NET 2.0 framework?

 

Viadéis Services Agent has already been installed and refuses to re-install itself

Before starting a manual uninstall, the following method should be tested:

  • Delete the NSClient++ service if it is not already done. The NSClient++ service can be removed by placing it on the command line in the installation directory and running the command: "NSClient++ -uninstall",
  • Delete the NSClient++ directory,
  • From the msi or the Windows program manager, launch a repair of the Viadéis Services Agent,
  • If it worked (no error messages), restart the uninstallation. The service should uninstall correctly.

If this method fails, a manual cleanup of the server must be started.

Agent - Registry

The elements to be cleaned (in order) are :

  • Delete the NSClient++ service if it is not already done. The NSClient++ service can be removed by placing it on the command line in the installation directory and running the command: "NSClient++ -uninstall",
  • Delete the VSupdateAgent service if it still exists. To do so, launch the command: "sc delete VSupdateAgent" on the command line. If a message indicating that the service has already been marked for deletion is displayed, a reboot of the server is necessary, and can solve the installation problem.
  • The files: delete the installation directory,
  • The registry.

Registry cleaning can be very tedious. You must take care to clean the following points (with regedit) :

  • HKLMSoftwareVSUpdateAgent: delete the complete key. It contains the old configuration.
  • in HKEY_CLASSES_ROOTinstallerAssemblies, the entries corresponding to the exe of the agent (search on VSUpdateAgent),
  • still using the search, delete the key in HKEY_CLASSES_ROOTInstallerProducts
  • in HKLMSoftwareClassesInstallerAssemblies, delete the entries corresponding to the exe of the agent,
  • HKLMSoftwareClassesInstallerProducts, delete the key corresponding to the agent,
  • in HKLMSoftwareMicrosoftWindowsCurrentVersionInstallerUserDataComponents, we will find 11 keys corresponding to the two executables and the 9 configuration values of the application (adminvalidation, directory, periode_MAJ_conf, periode_MAJ_prog, periode_Watchdog, attempts_restart_nsclientpp, token, URLProvider and version). These keys must be deleted.

Example for one of them: the complete HKLMSoftwareMicrosoftWindowsCurrentVersionInstallerUserDataS-1-5-18Components329BAC96E762FD2666485A7D804FB43A key must be deleted.

  • In HKLMSoftwareMicrosoftWindowsCurrentVersionInstallerUserDataProducts, remove the key corresponding to the VSUpdateAgent product (use search)
  • In HKLMSoftwareMicrosoftWindowsCurrentVersionUninstall, remove the key corresponding to the VSUpdateAgent product (use search)

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