Informatica Support Console
(Version 2.0)
Table of Contents 1
Table of Contents
Chapter 1: Overview. . . 2
Chapter 2: Minimum System Requirements . . . 3
Web Browser . . . 3
Third-Party Software . . . 3
Chapter 3: Before you install. . . 4
Chapter 4: Installation on Windows . . . 6
Chapter 5: Upgrade on Windows. . . 10
Chapter 6: Installation on Linux . . . 13
Chapter 7: License Information . . . 16
Chapter 8: Uninstalling Support Console . . . 17
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Overview
Before you install Support Console, ensure that the environment meets the minimum requirements. The following table describes the installation prerequisites for Support Console:
Prerequisites Description
Minimum System Requirements Hardware and Operating System requirements
Web Browser Compatible Web Browsers required to access Support Console Third Party Software Any Third party software required to run the Support Console
Web Browser 3
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Minimum System Requirements
Before you install Support Console, you will have to verify the following Minimum System Requirements:
Support Console is supported on Windows 2003, Windows 2008, SUSE LINUX Enterprise Server 9, and Red Hat Enterprise Linux Server release 5.
It requires minimum of 4 GB RAM.
It requires x86 Chip Set.
Web Browser
You can use the following browsers to access the Support Console:
Microsoft Internet Explorer
Mozilla Firefox
Third-Party Software
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Before you install
Note: Support Console is a standalone application and need not be installed on the same machine where the
PowerCenter is running.
Before you install the Support Console, complete the following tasks:
1. Ensure that the hosting machine has access to PowerCenter hosted machines through the following protocols:
Telnet / SSH
FTP / SFTP
2. For Windows, ensure that a shared directory on PowerCenter is accessible. To monitor the disk usage,
infa_shared directory should be a local mount to the Support Console hosted machine.
3. Ensure that the host machine has access to Mail Exchange Server with required credentials. This is required to send Alert mails to the configured users.
4. Ensure that you have created a directory on the Server where PowerCenter is running and have given the
Execute permissions. For Example, create a directory called Tools under <Power Center Installation Directory>/server, and give permissions 777 on the directory Tools [chmod 777 Tools].
5. Ensure that the following Monitor Configuration are set:
Field Name Configuration
Host Name
-Operating System -Unix Username (Account where PowerCenter is installed)
-Unix Password
-Protocol telnet/ssh/ftp
Port 23/22/21
Power Center installation Version -Cache Dir Location
-Domain Name
-Domain Port
-Domain User Name -Domain Password
Field Name Configuration SMTP Server Name -Port 25 User name -Password -Sender email id
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7. Ensure that you have the following Portal Profile details:
Field Name Details
Project ID
-Portal Email Address
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Installation on Windows
To install Support Console on Windows,
1. Verify that your environment meets the Minimum System Requirements, and complete the Pre-installation tasks.
2. Close all other applications before running the installation.
3. Extract the SupportConsole_Windows.zip on your local machine.
4. To start the installer, run install.bat file. Alternatively, go to the Support Console folder and run
SupportConsole2.0Installer.exe.
5. The Welcome window introduces the Support Console installation.
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7. In the Installation Type screen, select Install Support Console 2.0.
8. Click Next.
9. In the Choose Install Folder screen, specify the Installation directory for Support Console:
11. In the Tomcat Configuration window, specify the Tomcat ports for the Support Console against Enter
Connector Port (default 25000) and enter the Shutdown Port (default 8000).
12. The Pre-Installation Summary page appears.
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13. Review the Pre-Installation Summary to verify that the installer installs Support Console components in the correct location, with the options you have selected.
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15. After you click Install, the installer copies the files for the selected components to the installation directory.
16. Click Next.
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Upgrade on Windows
To upgrade Support Console on Windows,
1. Verify that your environment meets the Minimum System Requirements, and complete the Pre-installation tasks.
2. Close all other applications before running the installation.
3. Extract the SupportConsole_Windows.zip on your local machine.
4. To start the installer, run install.bat file. Alternatively, go to the Support Console folder and run
SupportConsole2.0Installer.exe.
5. The Welcome window introduces the Support Console installation.
6. Click Next.
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Note: If you are on Support Console 1.x, you will have to first upgrade to Support Console 1.5 before upgrading to
Support Console 2.0.
Note: When you click the Upgrade to Support Console 2.0... option, if a Support Console instance is not found on
the machine, the following error is displayed:
9. The Pre-Installation Summary page appears.
10. Click Install to continue or click Previous to modify the options.
11. After you click Install, the installer copies the files for the selected components to the installation directory.
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13. The Upgrade Complete window appears to confirm the upgrade.
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Installation on Linux
To install Support Console on Linux, 1. Unzip the SupportConsole_Linux.zip.
2. Set Execute permission to unzip the folder. Example, chmod -R 755 SupportConsole_Linux. 3. Go to the unzipped folder, such as, cd SupportConsole_Linux.
4. Run sh install.sh or cd to Support Console directory and run sh SupportConsole2_0_Installer.bin -i
CONSOLE.
5. Go through the prerequisites and press Enter to continue.
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7. Choose the install location (default is set to $HOME/SupportConsole) and press Enter to continue
Note: If the Support Console is already installed in the selected Install location, the following warning will be
displayed:
8. Enter Tomcat Connector Port (default is set to 25000) and press Enter to continue.
10. Go through the Pre-Installation Summary and press Enter to continue.
11. Support Console will now be installed.
12. In the Installation Complete window, press Enter to exit the window.
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Upgrade on Linux
To upgrade Support Console on Linux, 1. Unzip the SupportConsole_Linux.zip.
2. Set execute permission to unzip the folder. Example, chmod -R 755 SupportConsole_Linux. 3. Go to the unzipped folder, such as, cd SupportConsole_Linux.
4. Run the installer binary. Example, sh SupportConsole2_0Installer.bin -i CONSOLE. 5. Go through the prerequisites and press Enter to continue.
Note: If you are on Support Console 1.x, you will have to upgrade to Support Console 1.5 and then upgrde to
Support Consoe 2.0
Note: Before upgrading Support Console, ensure that the Tomcat and H2 processes are not running. If it is running,
then the following warning is displayed:
7. Press Enter to continue
Note: If you do not have a previous installation of Support Console for upgrading, the following error is displayed:
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9. Go through the Pre-Installation summary and press Enter to continue.
10. Support Console will now be upgraded.
11. In the Upgrade Complete window, press Enter to exit the window.
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License Information
After installing Support Console, you will have to install Support Console Agent. The license key can be obtained through Support Console Agent. (Refer Support Console Agent Manual for more details.)
To register your license key: 1. Go to the Admin tab.
2. Under the Support section, click Register License Key.
3. In the License Key dialog, enter following details:
Project ID: Your Project ID registered with Informatica Support.
Email ID: Your Email ID as registered with Informatica Support.
License Key File: Browse to location where you have saved the file. (You will receive the License key
through an email. You will have to save the file in a location accessible from the Support Console).
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Uninstalling Support Console
To uninstall Support Console on Windows, choose the uninstall option in the installation path or Go to Start >
Program > Informatica Support Console 2.0 > Uninstall Support Console 2.0.
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Known Limitations
You may encounter the following limitations when using the Support Console. If you encounter difficulties or have further questions regarding one of these limitations, contact Informatica Global Customer Support:
1. Test Connection may fail if the Support Console is running on Windows 2003 or XP and configured Monitored is Windows.
Workaround
The mapped drive must be mapped from the LocalSystem account as the Support Console service runs with LocalSystem account.
2. Modifying product configured on Windows may corrupt the path of Cache directory.
Workaround
Map the Cache directory to the Support Console server machine using LocalSystem Account. Use forward slash (/) after the drive letter. For example: E:/.
3. Integration Service running on Grid cannot be enabled for Health Check.
4. When you change the user credentials under Environment Configuration for a tool, the users configured under Monitors are not overwritten. The user credentials of the Monitor Configuration will be used for executing tools. 5. While configuring alerts, the following alert might occur:
Please enter all the parameters correctly
A category on the left navigation has to be selected by clicking before entering or copying a rule expression. 6. Availability Graphs may be empty or missing for some services for sometime.
7. Saving services for Health Check takes long time.
8. Test Connection using SSH may succeed if the actual password is the prefix of the given password. For example, actual password - pass123 and Given Password - pass12345.
9. CSM report may not open in browser properly as it needs to access cross domain XSL. You will have to enable Access data source across domain in Internet Explorer Security settings under Internet Options > Security >Custom Level >Miscellaneous.
In Firefox, even if the report is opened, the XSL formatting may not be present.
10. The Activity Log displays Tool Log and Tool Output file names even if it is physically deleted from the File System. In such case, you cannot open an SR with the file attached from the Tool Activity Log.
11. The browser memory might grow if kept open for a long time.
Workaround
Minimize and maximize the browser if you experience slow browser.
12. Auto-detect may find incomplete core dumps and cause PMStack to hang on HP-UX and HP-UX IPF. 13. On Linux, the login may fail due to error:
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Workaround
Stop the server and delete the file iscdb.lock.db from the <ISC Install Directory>/DB/Current directory.Now, start the Tomcat server
14. If Support Console is installed on Linux, you cannot configure it to monitor PowerCenter installations on Windows.
15. The indexes are re-built each time the reporting process is restarted. It will take a few minutes to build the indexes based on the volume of data backed up. During this time when a report is generated, the following error is displayed:
"Reporting Service cannot be pinged. Please ensure that the reporting process is running"
16. If there is no data in the reports and you select the Export Graph to PDF or Export Data to CSV actions, PDF or CSV will be created without any data.
