Frequently Asked Questions (and the answers)


Look here for the latest version of the EPO handbook (in English since version 5.0).                                                                                 

Installation

  1. How can I perform an unattended installation?
    Use
    this file to specify the installation settings for an automated unatended installation. The instructions are in the file as well. You can create separate setting files for server, probe or client installations.

  2. Can I prevent an EPO server (i.e.: EPO demo on a notebook or desktop PC) from connecting to other EPO servers or probes?
    Yes, the easiest way is to use encryption on the communication. Encryption can be activated during the installation or afterwards with the command 'epomsgcmd -kp "your passphrase' setnetworkkey" on the eposerver and all probed machines (use the update manager to automate this process!).
    If you don't want to use encryption there is an alternative but you have to take action before the first connection or installation.
    - Use
    this file and store it in the messagetransport directory (typically C:\Program Files\The Early Warning Company\EPO\Message Transport) BEFORE installation.
    You can also use the default EPOMsgSvc.exe.config from your installation set and remove the INSIDE text of the sections "DiscoverableOn" and "DiscoverOn"
    - Or install the EPO server first and prevent the services from autostarting (install wizard option) and make the necessary changes afterwards.


  3. Can I use Citrix to make the epo client available to the epo users?
    Yes. But if use the Customer Care module you'll have to do some preparation:
    - first: remove al default.*.dll-files (with "del default.*.dll") from the epoclientdirectory on the Citrixserver
    - second: add a configurationrule to the file "epogui.exe.config" in the epoclientdirectory on the Citrixserver. Add the next row to the section 
     
    - third: start an EPOclient and open all eposcreens with an account that is allowed to write in the "epo user client" directory.

    Explanation: all Customer Care dlls are compiled runtime (if needed at that time). If a CitrixUser has no rights to write in the epoclientdirectory, the needed dll can't be written and the functionality will not become available to the epo user until the dll's are compiled by a user with "write rights".
    Note: after upgrading, these steps need to be repeated.

Errors

  1. Error "Could not load or assembly 'vjslib, Version2.0.0.0, ..."
    This message appears after you use the report option in the client without first installing the neccessary report module. Install this module with this link.

EPOints

  1. How can I get detailed information about the used epoints?
    Start the EPO User client and select the help-menu item "Manage Licenses..." for the license overview.
    Click the tab "EPOints in use" and click the button "Show Detailed Information". See the technical factsheet for the license model.

  2. How can I see how many EPOints are required for a specific user?
    You can find this information in your EPO (5.1) Client: Administration \ Users & Groups\tab Groups --> the calculated EPoints for that group (and thus all its groupmembers) are shown besides the groupname.

  3. How can I see how many EPOints are required for an EPO (5.1) BusinessView?
    An EPO BusinessView definition itself costs nothing. Every link from a Business Tree or a Business View Client or a Screensaver to an EPO BusinessView cost 10 EPoints with additional 1 EPoints for every linked epostatus.

 

Performance

  1. What are the main reasons of a poor EPO performance and what can I do about it?
    - Possible Reason 1: not enough memory in the epo server for preventing memory swapping:
       ---> check in Task Manager of EPO Server if Physical memory is greater then Peak Usage of Commit Charge and checkout the requirements described in the EPO handbook.
    - PR 2: slow disks:
       ---> Use preferably SCSI- or SAS-disks, RAID 5 and high diskcache
    - PR 3: large windows eventlogs (can make EPO very slow. Sometimes windows servers log more than 100 messages every second!):
       ---> Look for epo data files on your EPO server that are larger than 1 Mb. Adapt the epo event log probe on that devices for filtering irrelevant messages (often Windows security logs messages like succes or failure audits)..
    - PR 4: huge number of measurements because of not default probe scheduling (example: read every second 500 bandwidths from 10 routers)
       ---> use the probe filter to prevent measurements within same bandwidth (almost the same measurement) being stored into the database (probes can measure every minute without storing (almost) the same results into the database. EPO will continue the graph from the last stored measurement).
    - PR 5: Read the default bandwidth from a router with a huge number of interfaces (300 or more). Don't use the default (all interfaces) when monitoring a router with huge number of interfaces but select only those interfaces that are worth monitoring.
    - PR 6: If somebody in your organisation has installed a demo version of EPO on a laptop or desktop computer. What will happen is that if both EPO servers use the same encryption key (default it is empty!) both servers starts to share all of their data. This was designed as failover backup but it will approximately reduce server power by 25%-50%. Solution: use a encryption key for the production server or for demo installations.
  2. What are the mean reasons of a poor EPO CustomerCare performance?
    - The SQLServer is not on the same device as the EPO Server
    - The SQLServer is "behind" an WAN-interface with less than 10Mbit throughput.


Configuration

  1. Can I separate the data from the program files (i.e. store it somewhere else)?
    Yes. You can specify it during the installation phase or you can specify the path to the data in the EPO server config file (...\EPO\Server\eposerversvc.exe.config). Look for the section "StoreFactories" en change the subsection "BasePath " to the new datadirectory . Restart the EPO Server service to apply the new settings.
      

 

  

Probes

  1. After I add a new filter for the windows-eventlog probe I still see the old messages?
    The newly added filter only applies to new data. The old messages will remain in the EPO database until you purge the EPO database (Refer to FAQ/Maintenance).
  2. How can I see the actual measurements?
    All data gathered by the EPO probes is stored in a flat filedatabase (typically C:\Program Files\The Early Warning Company\EPO\Data\ProbeData).
    The database structure is the following:
          - The first directory level is "year-month" (with an indexfile (*.edi))
          - The following levels are: "probed object", "probes" and "data element".
          - And at the last level the data files - for every day a new file (*.edf).
    You can double click an edf-file to start the EPO Elements dataviewer. For example in a diskprobemeasurementfile you will see the actual measurements specified in bytes in stead of a percentage.
  3. Can I specify a specific time on which a probe runs?
    Yes since version 4.2 You can specify the interval at which a probe runs.

 

EPO Maintenance

  1. Can I migrate the eposerver to an other machine?
    Yes. Follow the next steps. Considder the fact that the easiest way of doing that is that the new server will have the same name and ip as the old epo server. Otherwise all router configuration should be remapped.
    1) install a fresh installation of EPO Elements on the new server and prevent the services from starting (one of the options during the setupphase)
    2) stop all eposervices on the old server (external probes will continue monitoring and store the measurements until the new server is active, you will lose measurements from the probes on the EPOServer itself during the installation process)
    3) if used change the router configs (example portforwarding to the new server in stead of to the old server; not neccessary if new server has same name and same ipaddress)
    4) copy the complete data-directory (typicaly C:\Program Files\The Early Warning Company\EPO\Data) to the new server (use a backup device if the new server will have the same name because they can't be active the same time)
    5) start all eposervices on the new server.
    6) if used activate the communication encryption again on the new server
        (epomsgcmd -kp "your passphrase" setnetworkkey).
    7) reactivate the license (contact your vendor if license registration is blocked).
  2. I made an error in naming the datakey and I want to remove it from the managed objects (in edit business tree)
    The managed objects are a reflection of the (file)database. So if you don't want to see certain datakeys any more you just have to remove them from the database. See "how can I delete or archive the probe data".
  3. How can I delete or archive the probe data?
    All data gathered by the EPO probes is stored in a flat filedatabase (typically C:\Program Files\The Early Warning Company\EPO\Data\ProbeData).
    The database structure is the following:
          - The first directorylevel is "year-month" (with an indexfile).
          - The following levels are "probe server", "probes" and "data element".
          - Eventually the datafiles - for every day a new file (*.edf).

    Making changes:
    1) You can remove specific files just by deleting them. If you want to delete measurements you can delete rows from within the measurement viewer (double click an edf-file) and save the result over the original file. If you want to change data within a file you can (temporarely) change the storage type from binary (which is the default) to xml by changing the file C:\Program Files\The Early Warning Company\EPO\Server\EPOServerSvc.exe.config) - change the section StorageType from 'binary' to 'xml'. The next time the EPOserver is saving a measurement the entire file is saved in the new format. You can edit the xml-file with an XML-editor or an ASCII-editor (e.g. notepad).
    2) delete the indexfile (*.edi) in all "year-month"-directories in wich files are deleted
    3) stop and start the eposerver (net stop eposerversvc...). Missing indexfiles will be rebuild automaticaly.
  4. Can I remove specified probe data measurements?
    Yes. Stop the service "EPO Server". Double click on the related edf-file (the edf-files are stored in the directory ...\The Early Warning Company\EPO\Data\ProbeData\-\DK_\DK_ \DK_). Remove unwanted measurements and save the file under it's own name. And finally: start the service "EPO Server".
  5. How can I see the build number?
    Use the file explorer to look for the properties of a relevant file. Look in "EPOProbeSvc.exe" for the probe build and look in "EPOServerSvc.exe" for the server build. In the Properties-window click the tab page "Version". The first variable "Assembly Version" gives the overall version. The second variable "Comments" gives the build number - for example 'http://subversion/svn/EPO/trunk:XXX 2006/06/23 02:21:42'. The XXX-part specifies the build number.
  6. Is it normal behaviour when EPOserver uses a lot of memory (typically 200-500 MB)?
    Yes. This is caused by the fact that EPO is developed in .NET. There is a lot of information on the subject "memory usage by .NET" on the Internet - you can find out about this more by "google"-ing for ".net memory usage". In short it comes down to: "for optimal performance .NET uses relatively much memory, but if another application asks for memory(resources) .NET will back down and releases memoryresources".
    Our summary: "Memory is there to be used in stead of not being used".
  7. When I change the IP address of the EPO server the probe machine's also keep looking for the old adress, why?
    This is caused by "old" data still in the system waiting to be sent to the old IP-address. A stop/start of the message transport service will solve this problem.

 

Customer Care

  1. Can I re-open a closed registration?
    Yes. If you change the State of the registration from "6. Closed" to another state and empty the closed date.

  2. Can I make my own dashboard?
    Yes. You can make own subsets of registrations by specifying the property 'Query' of a CustomerCare node.
    How do you do this?
    1) Edit the Business Tree
    2) drag-drop a General\CustomerCare Query to the desired place in the 'Editable Business tree'
    3) Specify a suitable query in the property 'Query'. Examples:
    • CloseDate > Now(timespan("-01:00"))
    • ((Status=null OR Status.Closed<>true) AND TemplateName=null) AND (OpenDate > Now(timespan("-01:00"))) AND (AffectedEndUser.Company=null)
    • See Handboek EPO (dutch) for other fields.
      NB Use predifined subsets with the property 'Set' like this month, closed, ... 

 Checkit

  1. Can I change the system time/date of the roomguard unit (or Check-it)?
    Yes. You can use the command testcheckit.exe to make the changes. In a DOS commandbox type testcheckit.exe /? for examples. Or type testcheckit.exe and and at the testcheckit-prompt type :? for a listing of available commands.
    For setting time and date you can use the following (undocumented) command sequence (ALL commands are CaseSensitive !!):
    - Start Testcheckit
    - type ?DT (This will show the Datetime for all the unitis in reach).
    - Type ST hh:mm:ss to set Time to new value on ALL units
    - Type SD yy:mm:dd to set Date to new value on ALL units
    - type ?DT (Check if all settings have Changed).
    - type :q to quit the testcheckit aplication
  2. Can I (re)callibrate the values for temperature, volltage and relative humidity?
    Yes. In the probe configurator (tab checkit) You can adapt these values by specifying your callibrationfactor.