Problem This document provides general information that is required when submitting cases to Technical Support. Solution To resolve issues as soon as possible, please include the following information when submitting a support case. Software/Appliance Firmware Problem Report Prior to submitting a support request for software/firmware, please make sure the following checklist has been performed. The Engineering Team requires the following information to identify the root cause in the most recent version and prepare for resolutions in the next official release. Required Product/Environmental Information Master license key/entitlement ID for software product. Software/firmware version and/or serial number of the hardware appliance. Environment description, such as a data center facility, server room, small lab, office or other. Stage in which the issue occurs, such as production, development, evaluation and/or a testing environment. If the software product is running on a virtual machine or physical server. Operating system version (server/client). Memory size allocated (server/client). Installed base of all Avocent products in your environment. Percentage of your installed base affected by the issue. Date you installed the product. Date you found the issue and what change initiated the issue prior to the date. End user contact, if you are raising this report on behalf of another person (company, phone number, email address, preferable language). Any relevant errors you see in the event log around the problem time on operating system. If the issue is reproducible by disabling anti-virus program. If you tried to reboot the server/appliance. If not, why? If you performed a database/configuration backup with healthy condition results and if it can be restored. If not, why? Business impact. Required Problem Description Actual behavior (issue). Minimum steps to reproduce the issue (step-by-step), and at which step the actual error screen is displayed. Any evidence files to show the actual behavior, such as screenshots, photos, video, log files with a time stamp or something that will help us in reproducing the issue. Expected behavior. Reference used for the expected behavior, such as the official user guide, data sheet, tech note or other information. How often the issue happens, for example, 100% reproducible or once every 10 minutes. If the issue is reproducible on multiple client PCs. Troubleshooting attempts and results. Any temporary workarounds (step-by-step).
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File: Submitting Bug Reports to Avocent® Technical Support
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Forum Post: Power reading OID
I'm getting power readings from a PDU using OID .1.3.6.1.4.1.10418.17.2.5.3.1.60.1.1, but the result is W x 10. So for example if the actual current power in W is 307, SNMP shows it as 3070. Is there a way to not have it use X 10 so that SNMP displays the value as 307, not 3070?
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UMG device delete in Avocent Support
UMG device delete in Avocent Support
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Forum Post: Access issues to serial ports on ACS6048 after upgrading to 3.0.0.12 or 13.
I upgraded 2 ACS 6048s to (1 to 3.0.0.12 and the other to 3.0.0.13). Now I am unable to access a port remotely on either. Has anyone seen this before? I am seeing: mm_answer_keyverify: bad signature data blob on the console for the ACS running 3.0.0.13. ssh -i key root:7021 dnsname works under 2.x The same command failes under 3.x John
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Forum Post: Aperture Application getting an error message
Hi, In Aperture Application. When assigning New Hire Locations or similar requests, the system will allow me to assign one staff member however when repeating the steps to assign the next staff member getting an error message. The error is "form with id already exists". Please let me get a solution. Thanks & Regards, Ajay
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Trellis backup in Avocent Support
Trellis backup in Avocent Support
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ACS connectors in Avocent Support
ACS connectors in Avocent Support
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Can any one help me to cascade two Avocent Auto view 3016 ..Please help .. in Avocent Support
Can any one help me to cascade two Avocent Auto view 3016 ..Please help .. in Avocent Support
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CVE-2007-4752 in Avocent Support
CVE-2007-4752 in Avocent Support
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Forum Post: HXM Manager auto login to target PC
Hi...May i know how to auto login the target PCs from HXM manager?Normally HXM manager require user to login and choose which target PC you wanted.
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Forum Post: No video after connecting a new windows 7 to autoview 3016
I have an Autoview 3016 Connected a new windows 7 PC to the autoview. Configured the port name and started working on the PC. Video, keyboard, and mouse all working through the KVM. Display shifted to the right side of the monitor but I had seen this before when adding a new computer. After a while the monitor began to have changes in color and flicker. A while later display is blank. Plugging a monitor in the PC works fine, just no display through KVM. Keyboard and mouse are fine.
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Forum Post: SIP/AVRIQ compatibility
Tried a search but didn't come up with anything... I have a new to me autoview1000R that I am trying to use with some older SIP modules (Dell PN0K9442) that get reported as Supsect AVRIQs with the status of Srvr, which seems to be 'Directly Attached to Server'. I am unable to select these connections from the menu. While I suspect these are just incompatible with the 1000R, I thought I would ask and confirm. Is it so, or is there a way to make these work? Thanks
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Forum Post: What Kind of Cables Required to Connect ACS 5048 Cyclade Terminal Server to Cisco , Fortigate Firewall , A10 Load Balancer
Hi Team , We have recently purchase two ACS 5048 Cyclade Terminal Server but I am not sure about the cable type as we want to connect our Cisco nexus series switch , Fortigate Firewall as well as Load Balancer's Console port to Cyclade Server. Can anybody please guide me on which type of cable required , whether we need Straight , Cross or Rollover cable to connect Cyclade ACS 5048 Console server to Cisco , Fortigate or A10 device ?? Thank you for your valuable support. Best Regards, Paresh
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Hi, We are trying to migrate our DmsView from 3.7.2 to 4.5 and during the migration import we get this message (it is shown at the attached picture). in Avocent Support
Hi, We are trying to migrate our DmsView from 3.7.2 to 4.5 and during the migration import we get this message (it is shown at the attached picture). in Avocent Support
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Comment on Hi, We are trying to migrate our DmsView from 3.7.2 to 4.5 and during the migration import we get this message (it is shown at the attached picture). in Avocent Support
Can you give us a solution to that problem?
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Forum Post: Telnet Viewer for Dsview 4.1.0.166
Hello, How are you? I am having an issue while trying to access a Generic Device created for Telnet access. While trying to access to the target device Dsview start to try downloading The Telnet Viewer for my laptop and never ends. I wanted to know if maybe there is a file to install the in the local client instead of waiting the download from the server. Thanks, Nicolas
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KVM session in Avocent Support
KVM session in Avocent Support
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Forum Post: Strange Color Behavior - DSR4010 & DSRIQ-USB
Hi all, I've recently inherited a lab with a handful of servers, a DSR4010 and DSRIQ-USB adaptors connected to all of the servers. I don't have DSView setup and configured at this point, so all the work I've been doing, has been local, either via serial cable for initial setup (for factory reset and initial config of the 4010) and then via VGA monitor, PS2 keyboard and mouse plugged directly into the DSR4010. Problem: The vast majority of my servers that have DSRIQ-USB's plugged in, display fine on the VGA monitor, at 1024 x 768 and 1280 x 1024 resolution. Color is what I'd expect (the same as when plugging VGA monitor directly into the server VGA port). However, on two of my servers (a Dell PowerEdge 1950, and a Quanta Stratos S810-X52LR), there must be something not quite right going on, as the color representation when using the DSR4010 is a bit, well, strange. For instance, when booting the PowerEdge 1950, in the BIOS, when the Dell logo is showing, it's red, instead of white. When i get into Windows, it's as if a color from the spectrum is missing. I thought it may be a bad VGA connection on the DSRIQ-USB, so i tried a number of different ones. No change. I tried DSRIQ-USB's that i knew to be working, from other servers (where the color was fine), but still no change. I tried what i thought could be the 'broken' DSRIQ-USBs on servers that i knew to be working correctly, and they work fine, so it must be something to do with the servers themselves - perhaps the VGA port is bad... Well, then i tried plugging in the VGA monitor directly to the VGA port on both of these servers. Color is fine, perfect, no problems at all. I'm stumped here - is there a setting on a) the server BIOS or b) the DSR that would cause this? I couldn't see anything in the BIOS, or in the DSR settings. Firmware on the DSR4010 is v3.0.1.0 and having looked at the firmware of the DSRIQ-USB's (from within the DSR4010's on-screen menu), they all seem up to date, although i did try to 'load firmware' for each of the 'broken' DSRIQ-USB's, but it didn't fix anything. Any advice would be great - thanks! Matt
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need help connecting ACS6048 to cisco in Support
need help connecting ACS6048 to cisco in Support
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Forum Post: Kerberos
When I telnet to a device i get the following error: [user@host ~]$ telnet terminal_server@domain 6045 Trying 172.19.67.135... Connected to terminal_server@domain Escape character is '^]'. [ Trying mutual KERBEROS5 (host/terminal_server@domain@lab_domain.com)... ] Kerberos V5: mk_req failed (No such file or directory) [ Trying KERBEROS5 (host/terminal_server@domain@lab_domain.com)... ] Kerberos V5: mk_req failed (No such file or directory) It allows me to connect and you get an output, but users are complaining about the Kerberos V5: mk_req failed error display. It is ruining their automated test. I tried setting the user authentication on the GUI and CLI to none and still, it displays this error. I am not using Kerberos so I am not sure why it is displaying this error. Any help would be greatly appreciated.
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