External Tool: Canopy Customer Support Information Tool

Description

The purpose of this external tool is to provide Canopy Customers with a convenient yet effective method to collect pertinent information from the Canopy Network Updater Tool and Canopy Network Elements for the purposes of submitting to the Canopy Customer Support Team. When executed, the Tool will generate a Zip file that contains:

  1. Current Canopy Network Updater Settings and Logs.
  2. Status, Event Log and Configuration Web Pages for any Network Elements that are selected.

 The zip file can then be emailed to the Customer Support team, who can use the information contained in the zip file to aid in resolving field issues.

Features

The External Tool for collecting customer support information supports the following options:

  1. Attach the current CNUT Preference File.
  2. Attach the current CNUT Network Archive File.
    1. The archive file provides contextual information on the Hierarchy of the Network Elements.
    2. The Tool maintains the security of the customer network by removing all Password information from the Network Archive file.
  3. Attach the current CNUT Event Log File.
  4. Attach the Status/Event Log and Configuration Web Pages of Selected Network Elements
    1. The Tool extracts Web Pages for all Canopy Elements, either directly (through IP Address), or via the AP LUID proxy (For Subscriber Modules that are not directly addressable).
    2. The Element Types supported are: Access Points (AP, APAS), Backhaul Modules (BH, BH20, Master/Slave), Cluster Management Modules (CMM), Subscriber Modules (SM)

Specific Operations

  1. Generating a Report File involving several Network Elements in a CNUT Network Archive.
    1. Select the Network Elements from within the CNUT Tool. (Note: The larger the number of Network Elements that are selected, the longer the Tool will have to execute. This will also result in a larger zip file)
    2. Launch the External Tool.
    3. If desired, change the default CNUT File attachment options.
    4. Click the "Run Now" button, the Tool will generate a zip file. (The following are the steps that the Tool takes to generate the zip file)
      1. The Tool will attach the current CNUT Preference File to the Zip File.
      2. The Tool will load the current CNUT Network Archive File.
        1. All password information will be removed from the Network Archive File before it is attached to the Zip File.
      3. The Tool will attach the current CNUT Event Log File to the Zip File.
      4. The tool will iterate through all the selected Network Element's and process their Web Pages.
        1. If the Element is directly accessible via IP Address, it will collect the web pages via the Web interface (e.g. http://ipaddress/status.html), and attach them to the Zip File.
        2. If the Element is a Subscriber Module without a directly accessible IP Address (e.g. AP:[169.254.253.10].LUID:[002]) the tool will set the current LUID in the Access Point,  access the Subscriber Modules web pages via the Proxy address (e.g. http://ipaddress:1080/status.html), and attach them to the Zip File.
    5. When completed, the Tool will display a Message Box indicating that is has completed generating the Report File.
  2. Extracting and Viewing the Contents of a Report File.
    1. The report file is just a simple zip file. Extract it to a folder in your filesystem.
    2. For a formatted view of the report, open the file (index.html) in a Web Browser.
    3. A frames page with 3 frames will be displayed.
      1. The Top Left Frame indicates the items that are contained in the report. This includes the Attached Configuration/Log files as well as the list of Elements that were selected.
      2. When an Element is selected, the Bottom Left Frame will contain a list of web pages that can be viewed for the Element.
      3. The Right Frame (The Main one) will provide a view the file that is selected by the left Frames).
      4. The attached Network Archive File (*.net) can be opened using the Network Updater Tool).

GUI

External Tool Sample Screen Shot:

Generated Report Sample Screen Shot:

support.jpg

 Supported Device Types

This tool supports Canopy Devices (FSK and OFDM) only, excluding all other devices such as WiMax (PMP320 AP/CPE), Orthogon PTP devices.