HP Remote Support Software Manager

Transcription

1 HP Remote Support Software Manager Configuration, Usage and Troubleshooting Guide for Insight Remote Support HP Part Number: Published: January 2009, Edition 1

2 Copyright 2009 Hewlett-Packard Development Company, L.P. Legal Notices Confidential computer software. Valid license from HP required for possession, use or copying. Consistent with FAR and , Commercial Computer Software, Computer Software Documentation, and Technical Data for Commercial Items are licensed to the U.S. Government under vendor's standard commercial license. The information contained herein is subject to change without notice. The only warranties for HP products and services are set forth in the express warranty statements accompanying such products and services. Nothing herein should be construed as constituting an additional warranty. HP shall not be liable for technical or editorial errors or omissions contained herein.

3 Table of Contents About This Document Intended Audience Publishing History Typographic Conventions Related Documents Managing Software Downloads and Installations Introduction Understanding the Packages Window Understanding Automation Levels User Automation Level Settings Factory Automation Level Settings Effective Automation Level Modifying Settings Modifying Package Automation Levels Modifying Preferences Modifying the Global Automation Level Modifying the Update Schedule Modifying Company Information Modifying Contact Information Modifying Proxy Settings Modifying Bandwidth Settings Performing Maintenance Tasks Restarting the Remote Support Software Manager Checking for Package Updates Testing Connectivity Submitting Software Configuration Data Viewing Remote Support Software Manager Information Removing and Reinstalling the Remote Support Software Manager Removing or reinstalling the Remote Support Software Manager Reinstalling the Remote Support Software Manager Troubleshooting RSSWM...25 A Determining the Effective Automation Level...27 Index...29 Table of Contents 3

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5 List of Figures 1-1 RSSWM Packages Window How the User Automation Level Is Determined How the Effective Automation Level Is Determined RSSWM Packages Window RSSWM Package Preferences Window RSSWM Global Preferences Window Global Automation Level RSSWM Global Preferences Window Update Schedule RSSWM Company Window RSSWM Contacts Window RSSWM Proxy Window RSSWM Bandwidth Window Actions Window Restart Agent Actions Window Check for Package Updates Actions Window Test Connectivity Actions Window Submit Software Configuration Data RSSWM About Window...22 A-1 How RSSWM Uses Automation Levels

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7 List of Tables 5-1 Known Issues/Workarounds for RSSWM A

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9 About This Document 1 Intended Audience The HP Remote Support Software Manager Configuration, Usage and Troubleshooting Guide for Remote Support Pack is intended for HP Customers and HP Support Personnel who are using the HP Remote Support Software Manager. 2 Publishing History Manufacturing Part Number Edition Number Edition 1, A Publication Date January Typographic Conventions find(1) Book Title Linked Title Command user input computer output Enter term variable value <element> attrib= 4 Related Documents HP-UX manpage. In this example, find is the manpage name and 1 is the manpage section. Title of a book or other document. Title that is a hyperlink to a book or other document. A Web site address that is a hyperlink to the site. Command name or qualified command phrase. Commands and other text that you type. Text displayed by the computer. The name of a keyboard key. Note that Return and Enter both refer to the same key. A sequence such as Ctrl+A indicates that you must hold down the key labeled Ctrl while pressing the A key. Defined use of an important word or phrase. The name of an environment variable, for example PATH or errno. A value that you may replace in a command or function, or information in a display that represents several possible values. An element used in a markup language. An attribute used in a markup language. HP Remote Support Software Manager documentation includes the following documents, available at: Remote Support HP Insight Remote Support Quick Start Guide The HP Insight Remote Support Quick Start Guide provides information about installing, configuring and using HP Insight Remote Support. 1 Intended Audience 9

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11 1 Managing Software Downloads and Installations 1.1 Introduction The Remote Support Software Manager (RSSWM) is an application that facilitates the download and installation of software packages and updates. The user can configure settings to allow more or less automation of this process. RSSWM installation is documented in the HP Insight Remote Support Quick Start Guide, available at: Remote Support. 1.2 Understanding the Packages Window Software updates are managed in the Packages window. The following sections describe the different columns in the Packages window and how they interact with each other. While the configuration of the Remote Support Software Manager (RSSWM) is detailed in this document, it is important to consult the full Insight Remote Support (Insight RS) documentation set to fully understand which packages you should install and maintain for your business needs. Figure 1-1 RSSWM Packages Window 1.1 Introduction 11

12 The Packages Column The Packages column displays the name of a software package available from HP. Mouseover the package name to see a description of that particular package. The Effective Automation Level The Effective Automation Level column displays how a package will be downloaded and installed. The Effective Automation Level is determined from automation level settings applied by the user and by the package creators. The Effective Automation Level can have the following values: Automatic Install Packages are automatically downloaded and installed. Automatic Download Packages are automatically download, but must be manually installed. Manual Packages must be manually downloaded and manually installed. The Effective Automation Level value affects package updates, which in turn affects the status of packages in the Packages window. As the status of packages available from HP changes, so do the actions available for those packages. See Understanding Automation Levels for more information about automation levels. Download Size The Download Size column indicates the size of a package. Installation Proposal The Installation Proposal column indicates whether or not the package is necessary for Remote Support Monitoring. The field may include any of the following entries: Compulsory Indicates the package is required for Remote Support functionality or a dependency for another component. Recommended Indicates the package will install additional services beyond the base level. This package type is not required for Remote Support functionality. Optional Indicates the package applies to a subset of users, i.e. those with specific servers or hardware in their environment. N/A Indicates the package hosts an installer and installation instructions on the customer endpoint but does not install an application. An example of this Installation Proposal type is an installer for operating systems such as OpenVMS, Tru64, or HP-UX. Installers for these operating systems may be placed on the endpoint so they can be distributed to other systems in the customer environment manually or by some other automated process external to RSSWM, but the installers are not run by RSSWM. Some packages may also have a details link that can be clicked to show additional details about the package. Reboot The Reboot column indicates whether or not the package will require a reboot after installation. Status The Status column tells the status of a package. Status can be any of the following values: Available This package has not yet been downloaded or installed. Downloaded This package has been downloaded but has not been installed. Installed This package has been downloaded and installed. Update Available An update for this package is available, but it has not yet been downloaded. This status only displays for packages that have been downloaded and/or installed. Uninstalled This package has been removed. Failed An error was encountered installing the package. Unknown The package is in an indeterminate state. For example, this can happen if a package removal fails and the package is only partially removed. 12 Managing Software Downloads and Installations

13 The Status for packages may change when the HP Data Center is queried for package updates, based on the Update Schedule setting and the Effective Automation Level. Additionally, the Status may change if you execute the Check for Package Updates option on the Actions page. Available Actions The Available Actions column shows actions that can be performed on a package. The following actions are available: Install Either install the package (if it is already downloaded) or download and install it. Remove Remove a package from the system. IMPORTANT: It is important to understand that removing a package removes the software permanently unless it is later explicitly installed through the RSSWM GUI. A package explicitly uninstalled will not be reapplied through scheduled updates even if the Effective Automation Level is Automatic Install. Preferences Change the Package Automation Level for the package. Packages using customized Package Automation Levels display a triple red asterisk next to the Preferences link. View Logs View the log file for the package. 1.3 Understanding Automation Levels Remote Support Software Manager (RSSWM) Automation Levels can be configured to define how a software update may be downloaded and installed. RSSWM applies factory and user preferences to the process of updating software packages. Package-specific defaults are set when the package is created, but the settings can be modified through RSSWM either globally or at a package level through configurable user settings. IMPORTANT: User defined settings can only make the Effective Automation Level more restrictive. The HP-defined Factory Automation Level setting will be used if the user defined setting is more permissive. Once the customer has modified the automation level settings globally and/or by package, the customer settings will always take precedence unless the setting issued with the package by HP (the Factory Automation Level) is more restrictive. The Effective Automation Level, shown on the Packages window, is determined by RSSWM based upon whether the user settings or factory settings are more restrictive. The following list shows which Automation Levels are considered more/less restrictive, ordered from least restrictive to most restrictive: Automatic Install (Allow automatic download and install) Least restrictive Automatic Download (Allow automatic download of package, but install manually) Intermediate Manual (Do not automatically download or install package) Most restrictive User Automation Level Settings Users can set two automation level settings: Global Automation Level The Global Automation Level applies to all packages. It is first set by the user during initialization of RSSWM, but can be modified at any time within RSSWM. It defaults to Automatic Install. The Global Automation Level is overridden if a Package Automation Level is set. See Modifying the Global Automation Level for information about modifying the Global Automation Level. Package Automation Level The Package Automation Level can be set by the user for each individual package, if desired. By default, the Package Automation Level uses the Global Automation Level setting. If set to another value, the Package Automation Level always overrides the Global Automation Level. Packages with a customized Package Automation Level display a triple red asterisk next to the Preferences link in the Actions column. See Modifying Package Automation Levels for information about modifying Package Automation Levels. The figure below shows how the User Automation Level is determined: 1.3 Understanding Automation Levels 13

14 Figure 1-2 How the User Automation Level Is Determined For example, if a user has set the Global Automation Level to Manual and has left the Package Automation Level set to its default setting of Use Global Automation Level, then the User Automation Level will be equal Manual, the Global Automation Level setting. If a user has set the Global Automation Level to Automatic Install and has set the Package Automation Level to Manual, then the User Automation Level will be Manual. If a user has set the Global Automation Level to Manual and has set the Package Automation Level to Automatic Install, then the User Automation Level will be Automatic Install Factory Automation Level Settings The Factory Automation Level is set by the package creators based on the intended function and business usage of the software package. When determining the Effective Automation Level, the Factory Automation Level takes precedence only if it is more restrictive than the user settings Effective Automation Level The Effective Automation Level is determined by RSSWM based on the User Automation Level and the Factory Automation Level, and is the Automation Level that is ultimately applied to an individual package. The Effective Automation Level compares the user's client-side Automation Level settings (the User Automation Level) with the HP's package specific settings (the Factory Automation Level) to resolve how a package may be downloaded and installed. The Effective Automation Level is set to the User Automation Level unless the Factory Automation Level is more restrictive, as shown in Figure 1-3 How the Effective Automation Level Is Determined. Figure 1-3 How the Effective Automation Level Is Determined For example, if the Factory Automation Level is Automatic Install and the User-Defined Automation Level is Manual, then the Effective Automation Level will be Manual. If the Factory Automation Level is Manual and the User-Defined Automation Level is Automatic Install, then the Effective Automation Level will be Manual. Refer to Appendix A Determining the Effective Automation Level for a detailed flowchart showing how the Effective Automation Level is determined. 14 Managing Software Downloads and Installations

15 2 Modifying Settings Most of the Remote Support Software Manager (RSSWM) settings are configured during the initialization. The settings can be modified at any time to meet your unique needs. 2.1 Modifying Package Automation Levels The following section explains how to modify the Package Automation Level. This setting applies only to the specific package, but will be overridden if the Factory Automation Level is more restrictive. To modify Package Automation Levels: 1. Start RSSWM by clicking Start All Programs Hewlett-Packard Remote Support Software Manager Remote Support Software Manager User Interface. 2. In RSSWM, select Packages in the left menu. The Packages window is displayed. Figure 2-1 RSSWM Packages Window NOTE: You may mouseover the Package Name to get more information about that package. 3. Select Preferences in the Actions column of the package. The Package Preferences window is displayed. 2.1 Modifying Package Automation Levels 15

16 Figure 2-2 RSSWM Package Preferences Window 4. In the Package Automation Level section, select an Automation Level: Use Global Automation Setting Package will use the Global Automation Level setting. This is the RSSWM default for all packages. Automatic Install Package will be downloaded and installed automatically. The download of the package will occur automatically according to the package schedule, even if no one is logged into the system. You will not be promoted for download or install of packages. Automatic Download Package will be downloaded automatically, but installations must be done manually. Manual Packages must be manually downloaded and manually installed. 5. After making your selection, click the Submit button. The Form Submission window is displayed, confirming the details of the Update Schedule that you selected. For more information about Automation Levels see Understanding Automation Levels. 2.2 Modifying Preferences Modifying the Global Automation Level The following section explains how to modify the Global Automation Level. This setting applies to all packages, but will be overridden if the Factory Automation Level is more restrictive or a Package Automation Level is set. To modify Global Automation Levels: 1. Start RSSWM by clicking Start All Programs Hewlett-Packard Remote Support Software Manager Remote Support Software Manager User Interface. 2. In RSSWM, select Options Preferences. The Global Preferences window is displayed. 16 Modifying Settings

17 Figure 2-3 RSSWM Global Preferences Window Global Automation Level 3. In the Global Automation Level section, select an Automation Level: Automatic Install Packages will be downloaded and installed automatically. Automatic Download Packages will be downloaded automatically, but installations must be done manually. Manual Packages must be manually downloaded and manually installed. 4. After making your selection, click the Submit button. The Form Submission window is displayed, confirming the details of the Update Schedule that you selected. For more information about Automation Levels see Understanding Automation Levels Modifying the Update Schedule Remote Support Software Manager (RSSWM) package updates can be scheduled in the Global Preferences window. The Update Schedule is a predefined time when RSSWM is allowed to contact HP to retrieve software updates. Data retrieved can include downloading and installing packages, if allowed by the Effective Automation Level. To modify the Update Schedule: 1. Start RSSWM by clicking Start All Programs Hewlett-Packard Remote Support Software Manager Remote Support Software Manager User Interface. 2. In RSSWM, select Options Preferences. The Global Preferences window appears. Figure 2-4 RSSWM Global Preferences Window Update Schedule 3. In the Update Schedule section, choose a time to apply updates from the dropdown menus. 4. Select the day(s) of the week that you want to apply updates. Updates will be applied on these day(s) of the week at the time selected in the previous step. 5. Click the Submit button. The Form Submission window is displayed, confirming the details of the Update Schedule that you selected. 2.2 Modifying Preferences 17

18 2.3 Modifying Company Information Your company name can be modified in the Company window. To modify your company name: 1. Start RSSWM by clicking Start All Programs Hewlett-Packard Remote Support Software Manager Remote Support Software Manager User Interface. 2. In RSSWM, select Options Company. The Company window appears. Figure 2-5 RSSWM Company Window 3. Enter your company name in the text area and click the Submit button. The Form Submission window is displayed, confirming the company name update that you entered. NOTE: Multibyte characters are not supported in the Company Name field. If multibyte characters are used, a popup window will tell you to choose valid values for the field. 2.4 Modifying Contact Information Customer contacts are notified when package updates are published to servers at the HP Support Center or when RSSWM has lost connectivity to the HP Support Center. One or more customer contact addresses can be entered into the field to receive notifications and reports. Two types of notifications can be received from the HP Support Center: Software State Reports sent biweekly and include the title, current version, status, and update availability of software applications installed on the Hosting Device. Failed Hosting Device RSSWM Connectivity Alerts sent when RSSWM has lost connectivity from the Hosting Device to the HP Support Center. The notification will inform you of the last time RSSWM logged a successful Software configuration data collection from the HP Support Center. You may opt in or out of either notification at any time by selecting or disabling the option and submitting your preferences. To configure the notifications and reports contact: 1. Start RSSWM by clicking Start All Programs Hewlett-Packard Remote Support Software Manager Remote Support Software Manager User Interface. 2. In RSSWM, select Contacts. The Contacts window is displayed. 18 Modifying Settings

19 Figure 2-6 RSSWM Contacts Window 3. Enter the address(es) of the Customer contact(s) to whom the notifications are to be sent. 4. Select Enable announcements of available software updates if you want to receive notifications about software updates. Select Enable for status and connectivity reporting if you want to receive notifications about the status of the system. 5. Click Submit. The Form Submission window is displayed, confirming the details of the selection for notifications. 2.5 Modifying Proxy Settings Proxy settings are configured to enable the Remote Support Software Manager (RSSWM) to work in conjunction with the customer's web proxy server configuration. You can enable the use of a proxy by selecting the Enable the following web proxy settings for SSL communications checkbox as shown in Figure 2-7 RSSWM Proxy Window. If you choose to enable proxy settings, the following Web Proxy values can be entered: Server Port Proxy Server User Name Password To enable and enter proxy setting details: 1. Start RSSWM by clicking Start All Programs Hewlett-Packard Remote Support Software Manager Remote Support Software Manager User Interface. 2. In RSSWM, select Proxy. The Proxy window is displayed. Figure 2-7 RSSWM Proxy Window 2.5 Modifying Proxy Settings 19

20 3. Select Enable the following web proxy settings for SSL communications. 4. Enter the Server name and the Port number. NOTE: RSSWM does not require entry of a proxy realm value; it will resolve the value automatically. 5. Enter the User name and Password and Confirm the password to facilitate access to the server. 6. Click the Submit button. The Form Submission window is displayed, confirming the details of the proxy settings that you have submitted. 2.6 Modifying Bandwidth Settings Bandwidth settings allow users to restrict how much bandwidth the Remote Support Software Manager (RSSWM) uses. The bandwidth options are: Do not limit bandwidth RSSWM will use the maximum available bandwidth. Adaptive bandwidth throttling RSSWM yields to other services on the network, but will always use at least the minimum value specified. Reserved bandwidth throttling Bandwidth utilization may not exceed the percentage specified. The default setting is Do not limit bandwidth. HP recommends, at a minimum, retaining the default bandwidth settings for timely service. Reducing the bandwidth settings will increase the time required to transfer files. To configure bandwidth settings: 1. Start RSSWM by clicking Start All Programs Hewlett-Packard Remote Support Software Manager Remote Support Software Manager User Interface. 2. In RSSWM, select Bandwidth. The Bandwidth window is displayed. Figure 2-8 RSSWM Bandwidth Window 3. Select one of the bandwidth options. If you've selected to use bandwidth throttling, enter a bandwidth percentage and click the Submit button. The Form Submission window is displayed, confirming the details of the bandwidth options that you have selected. 20 Modifying Settings

21 3 Performing Maintenance Tasks 3.1 Restarting the Remote Support Software Manager You can stop and restart the processes associated with Remote Support Software Manager (RSSWM) through the Actions menu. Downloads or installations that are in progress may need to be resumed after the application restarts. To restart RSSWM, complete the following steps: 1. Click Actions in the lefthand menu. The Actions window will open. 2. Click the Restart button in the Restart Agent section of the Actions window. Figure 3-1 Actions Window Restart Agent 3.2 Checking for Package Updates You can manually check the HP Data Center for any software package updates through the Actions menu. If updates are available, the status will display in the Package window. To check for package updates, complete the following steps: 1. Click Actions in the lefthand menu. The Actions window will open. 2. Click the Check button in the Check for Package Updates section of the Actions window. Figure 3-2 Actions Window Check for Package Updates 3.3 Testing Connectivity You can test the connection between RSSWM and the HP Support Center through the Actions menu. The connectivity check downloads the RSSWM software catalog and installs a test package to ensure that RSSWM can connect to HP and is configured correctly. If the test fails, recheck your proxy settings. NOTE: The test package is not visible in the RSSWM Packages window. To test connectivity to the HP Support Center, complete the following steps: 1. Click Actions in the lefthand menu. The Actions window will open. 2. Click the Test button in the Test Connectivity section of the Actions window. Figure 3-3 Actions Window Test Connectivity 3.1 Restarting the Remote Support Software Manager 21

22 3.4 Submitting Software Configuration Data Software configuration updates (such as contact information) can be manually submitted to the HP Support Center through the Actions menu. This task is performed by RSSWM daily, but you may use this feature to immediately submit the updates. To submit software configuration updates, complete the following steps: 1. Click Actions in the lefthand menu. The Actions window will open. 2. Click the Submit button in the Submit Software Configuration Data section of the Actions window. Figure 3-4 Actions Window Submit Software Configuration Data 3.5 Viewing Remote Support Software Manager Information Information about Remote Support Software Manager (RSSWM) can be viewed by clicking About in the lefthand menu. The About window shows the following information about the Remote Support Software Manager: Agent Version Shows the RSSWM software version number. Policy Server Shows the policy server RSSWM points to for updates. Software Server Shows the software server RSSWM points to for software updates. Figure 3-5 RSSWM About Window 22 Performing Maintenance Tasks

23 4 Removing and Reinstalling the Remote Support Software Manager 4.1 Removing or reinstalling the Remote Support Software Manager The Remote Support Software Manager (RSSWM) has its own uninstall software. However, before removing RSSWM, you should remove the applications that were installed using RSSWM. To uninstall all of the Insight Remote Support (Insight RS) components, including RSSWM, complete the following steps: 1. From the Packages window in RSSWM, select Remove for each of the individual applications, following the prompts to remove each application. 2. Select Start All Programs Hewlett-Packard Remote Support Software Manager Remove Remote Support Software Manager. If you have already removed RSSWM in MS Windows using Add/Remove Programs in the Control Panel, you can still run the uninstaller to remove all files Reinstalling the Remote Support Software Manager In the event that there is an application failure, the Remote Support Software Manager (RSSWM) cannot be recovered. The RSSWM application must be reinstalled by rerunning the product installer or by running the Insight Control Management (ICM) installer if installing from the HP Insight Software DVD Removing or reinstalling the Remote Support Software Manager 23

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25 5 Troubleshooting RSSWM Table 5-1 Known Issues/Workarounds for RSSWM A Issue When running setup.exe from a remote drive, the user receives a cryptic error message. When running setup.exe from local drive, the user receives a cryptic error message. When running RSSWM with the Insight RS solution, the user is presented with an error message to contact support. When running RSSWM with the Insight RS solution, the user is presented with a cryptic error message after updating partner packages. Links to RSSWM GUI are not present on desktop or Start menu. Link to RSSWM GUI is not present on the desktop, but is present in the Start menu. The RSSWM update phase takes a long time. Workaround Copy setup.exe to local system before running it. The issue is.net 1.1 is not installed..net 2.0 is a required prerequisite for the entire RSP solution. Install.NET 2.0 and re-run setup.exe. The issue is that one or more Remote Support components failed to install. To troubleshoot, browse to <installationdirectory>\rsswm\gui and run swmui.hta to open the RSSWM GUI. This will display a list of packages and indicate which ones have failed to install. Continue troubleshooting which package failed to install. The issue is that the subsequent step requires.net 2.0. Install.NET 2.0, and re-run the RSSWM configuration from the Start menu. The RSSWM initialization was unable to update all packages. Re-run the RSSWM configuration from the Start menu link to retry installing all packages. In order to open the RSSWM GUI without the shortcut, browse to <installationdirectory>\rsswm\gui and run swmui.hta. A desktop shortcut is not created for RSSWM when installed with the Insight RS solution. The update phase downloads and installs many components. Comparing it to a straight download is not an accurate method of estimating the time required. RSSWM failed or was cancelled before initialization completed. When the user re-runs setup.exe, it returns immediately without doing anything and/or writes a message to the command line indicating that the current version is already installed. The RSSWM agent was installed in a path containing non-japanese multi-byte characters (i.e. a path containing Korean or Chinese characters). The configuration process is unable to connect to the datacenter. The previous run of the installation successfully installed the core RSSWM agent engine. To resume, select to configure RSSWM from the Start menu. There is a defect preventing RSSWM from working properly in a non-japanese, multi-byte path. Remove RSSWM using the Start menu shortcut, and re-install in a path containing only English, French, German, Italian, Spanish, or Japanese characters. RSSWM was installed on a machine running Windows Vista. During the RSSWM initialization, either the connectivity test fails or the initialization completes and shows no products on the products page of the RSSWM GUI. RSP is not supported on Windows Vista. Please remove RSSWM from the Hosting Device. If RSP is needed, please install RSSWM on a Windows 2003 or Windows 2008 machine. 25

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27 A Determining the Effective Automation Level The following figure shows how the Automation Levels are used within RSSWM to determine the Effective Automation Level: Figure A-1 How RSSWM Uses Automation Levels 27

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29 Index A About menu, 22 Actions menu checking for package updates, 21 restarting Remote Support Software Manager, 21 submitting software configuration data, 22 testing connectivity, 21 Automation Levels, 13 Effective Automation Levels, 14 Factory Automation Levels, 14 Global Automation Level, 13 modifying, 15, 16 Package Automation Levels, 13 understanding, 13 B bandwidth settings modifying, 20 removing Remote Support Software Manager, 23 restarting Remote Support Software Manager, 21 S software downloads, 11 software installations, 11 submitting software configuration data, 22 T testing connectivity, 21 U Update Schedule modifying, 17 understanding, 17 V viewing Remote Support Software Manager information, 22 C checking for package updates, 21 contact information modifying, 18 E Effective Automation Levels, 14 F Factory Automation Levels, 14 G Global Automation Level, 13 modifying, 16 M maintenance checking for package updates, 21 restarting Remote Support Software Manager, 21 submitting software configuration data, 22 testing connectivity, 21 modifying Automation Levels, 15, 16 modifying bandwidth settings, 20 modifying contact information, 18 modifying proxy settings, 19 modifying settings, 15 modifying the Update Schedule, 17 P Package Automation Levels, 13 modifying, 15 proxy settings modifying, 19 R reinstalling Remote Support Software Manager, 23 29