This page describes troubleshooting steps for WakeUp. Please follow these steps prior to contacting 1E with details of the problem.
1. Check the prerequisites for WakeUp
2. Check the known problems
3. Run the WakeUp Diagnostic System
4. Create a technical report for WakeUp
1. Check the prerequisites for WakeUp
The following operating system, SMS requirements, hardware, power management and network specifications should be met in order for WakeUp to be successfully installed and run.
Operating system
WakeUp should install and be configurable on any workstation running the following Microsoft operating systems:
1. Server - Windows NT4 SP6a, 2000, 2003
2. Client - Windows NT4 SP6a, 2000, XP
Note: WakeUp allows Windows 98 machines to be awoken, as long as they are configured as SMS clients, but such machines cannot be used as WakeUp slave hosts.
SMS requirements
The following SMS version and agents need to be available. See Appendix A - Setting up SMS to work with WakeUp in The WakeUp Administrator's Guide for more details.
1. SMS 2.0 (SP4 plus recommended), 2003
2. The Hardware Inventory Client Agent must be enabled
3. The Advertised Programs Client Agent must be enabled
4. Machine must be an SMS client
Hardware
To utilise Wake-On-LAN technology you need all of the following hardware configurations:
1. 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.
2. 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.
3. 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 WakeUp 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.
1.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.
2.ACPI - Advanced Configuration and Power Interface is a newer standard that is favoured by recent operating systems such as Windows 2000\XP.
2. Check the known problems
The following is a list of known problems and their solutions.
Windows XP SP2 firewall settings
WakeUp should install and be configurable on any workstation running the following Microsoft operating systems:
WakeUp 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 WakeUp slave. The following command-line opens the necessary ports for access:
> netsh firewall set portopening tcp 1776 1E WakeUpTCP
> netsh firewall set portopening udp 1776 1E WakeUpUDP
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 WakeUp 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 WakeUp installation. This includes late breaking news, and details on known issues
3. Run the WakeUp diagnostic help system
The problem solving techniques associated with WakeUp have been compiled into a diagnostic help system. The WakeUp diagnostic help file will have been installed along with the WakeUp master service. You can run the diagnostic tool from the 1E WakeUp40 program group under the start menu. The full direction is:
Start menu/Programs/1E WakeUp40/WakeUp 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.
4. Create a technical report for WakeUp
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:
1. The version number for WakeUp. This can be found by running the 1E WakeUpConsole and selecting the Help/About menu item.
2. Ensure that full logging is turned on in the WakeUp console, run the system to demonstrate the problem and send us the 1E WakeUp40.log master logfile from the C:\Documents and Settings\All Users\Application Data\1E\1E WakeUp40\ directory on the machine where the master service is working.
3. 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 WakeUp slave. In master only mode both files, 1E WakeUp40.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 WakeUp slave machine. In multi slave mode you will need to check the 1E WakeUp40.log to see which WakeUp 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.
4. Verification that the diagnostic help system has been run, as described in Run the WakeUp 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.