Interworks Interworks Cloud Platform Installation Guide Published: March, 2014
This document contains information proprietary to Interworks and its receipt or possession does not convey any rights to reproduce, disclose, manufacture, or sell anything it might describe. Use without Interworks specific written authorization is strictly forbidden. Interworks makes no representations or warranties with respect to the contents or use of this document, and it reserves the right to revise this document any time, without the obligation to notify any person or entity of revisions. Further, Interworks assumes no responsibility or liability for any errors or inaccuracies, makes no warranty of any kind (express, implied, or statutory) with respect to the contents or use of the information, and expressly disclaims any and all warranties of merchantability, fitness for particular purposes, and non-infringement of third-party rights. Interworks, the Interworks logo, the Interworks Cloud Platform logo, the Interworks Cloud BSS logo, the Interworks Cloud Storefront logo, the Interworks Cloud Marketplace logo and the Interworks Cloud OSS logo are registered trademarks of Interworks All other trademarks are the property of their respective owners. Interworks www.interworkscloud.com Page 2 of 50
About this guide... 4 Introduction... 4 Document conventions... 4 Support and feedback... 4 Overview of Interworks Cloud BSS components... 5 Introduction... 5 Interworks Cloud BSS components... 5 Preparing for the installation... 6 Introduction... 6 General server requirements... 6 Network, domain and storage requirements... 8 Installing Interworks Cloud BSS... 10 Introduction... 10 Interworks Cloud Platform Installer... 10 Installing Interworks Cloud BSS Database... 13 Installing Interworks Cloud BSS Administration... 18 Installing Interworks Cloud BSS Application... 27 Installing Interworks Cloud Storefront... 37 Upgrading Interworks Cloud Platform Components... 45 Introduction... 45 Upgrading Interworks Cloud Platform Components... 45 Troubleshooting Upgrade Issues... 46 Uninstalling Interworks Cloud Platform Components... 47 Introduction... 47 Uninstalling Interworks Cloud Platform... 47 Troubleshooting... 48 Introduction... 48 Troubleshooting Installation Issues... 48 Page 3 of 50
About this guide Introduction This guide provides instructions for installing Interworks Cloud platform. Note: This guide is updated as new information becomes available. Before you begin, be sure to check the downloads section of the Interworks Cloud Platform support site, http://www.interworkscloud.com/downloads, to make sure you have the latest version of the guide. The publication date on the title page indicates the version. Document conventions Throughout this guide, specific fonts and styles are used to identify user input, computer code, and user interface elements. The following table lists conventions used in this guide. Table 1. Document conventions Convention Bold text, Arial font Italic text, Arial font Bold, italic text enclosed in angle brackets Normal text, Courier New Usage Used for information you type as well as path names, file names, menus, and command keys. Used for column names, field names, window names. Used for variables you replace with the appropriate information. Used for system messages, screen text, and code examples. Support and feedback To receive support for the Interworks Cloud platform use the following link: http://www.interworkscloud.com to access product downloads and online help and documentation Note: When you login to BSS Platform, you have the option to communicate online with one of our representatives from our Support Departments, simple by clicking the side of the Home Page. icon on the right Page 4 of 50
CHAPTER 1 Overview of Interworks Cloud BSS components Introduction This chapter provides an overview of Interworks Cloud BSS related components, and services. Interworks Cloud BSS components Interworks Cloud BSS has the following components: Interworks Cloud BSS Database The Interworks Cloud BSS Database component is responsible for creating the database that stores all the data of the Interworks Cloud BSS and Storefront applications. Interworks Cloud BSS Application The Interworks Cloud BSS Application is the basic application that manages the complexity of billing cloud services while on the same time it supports the whole sales cycle of an organization. Interworks Cloud BSS Storefront The Interworks Cloud Storefront is an application for End customers and resellers which allow them to browse a product catalogue, place an order, request a service upgrade and submit support tickets. Interworks Cloud BSS Administration The Interworks Cloud BSS Administration is the application that allows the administrator to manage the Interworks Cloud BSS installations, to specify System Settings and manage, create or delete Organizations inside a Interworks Cloud BSS installation. Page 5 of 50
CHAPTER 2 Preparing for the installation Introduction This chapter explains how to prepare a hosting environment for the Interworks Cloud BSS installation. General server requirements To install the Interworks Cloud BSS you need to obtain the following servers: A Microsoft SQL server (or cluster of Microsoft SQL servers) A BSS Application server Each of these servers must meet the general minimum requirements shown in the following table: Table 2. General server requirements Hardware Networking Software CPU: Pentium IV 1 GHz or faster Memory: At least 1 GB of RAM Hard disk space: At least 500 MB for Interworks Cloud BSS Application and at least 100 MB for Interworks Cloud BSS Database (plus any additional space that is required for OS Files, Logs, etc.) At least one network adapter 100/1000 Mbps At least one static IP address (DHCP IP address scheme is not supported) OS: Windows Server 2003 or Windows Server 2003 R2 or Windows Server 2008 or Windows Server 2008 R2 or Windows Server 2012 or Windows Server 2012 R2 Microsoft.Net Framework 2.0/3.5/4.0 Any edition of the operating systems listed above is supported. Both 32-bit and 64-bit are supported. Before installation the operating system should be up to date with latest updates. Microsoft Internet Information Services (IIS) version 6.x or 7.x and later must be installed on every server where the Interworks Cloud BSS Application will be installed. In addition, ensure that ASP.NET Role Service is also installed. SQL Server is required in order to host the internal Interworks Cloud BSS Database. The Interworks Cloud BSS Database can be installed on any of the following versions of SQL Server: - SQL Server 2008 Standard edition or higher o http://msdn.microsoft.com/en-us/library/ms143506(v=sql.100).aspx - SQL Server 2008 R2 Standard edition or higher o http://msdn.microsoft.com/en-us/library/ms143506(v=sql.105).aspx Page 6 of 50
Note: Next to each SQL Server version, Microsoft s link is provided, with minimum hardware and software requirements for the installation of each version of SQL Server. Interworks Cloud BSS Database Installer requires that SQL Server is configured to support Mixed mode Authentication. Full - Text Search feature on SQL Server should be installed and running. Interworks Cloud BSS can be installed on a dedicated physical server or on a virtual machine hosted in one of the following virtualization environments: Microsoft Hyper-V Microsoft Virtual PC Virtuozzo VmWare XenServer Important: You must have administrative access (either local or via Remote Desktop) to manage the servers, including permissions to install and configure server software, check system logs, etc. All servers must be connected to the Internet for you to be able to install and configure Interworks Cloud BSS. Ensure Web Server and ASP.NET Role Services are installed. Page 7 of 50
Network, domain and storage requirements All network parameters need to be setup correctly prior to Interworks Cloud BSS installation. These parameters include: Static IP addresses for all servers Network masks Default gateway DNS settings Firewall settings or access lists should permit communication between servers that will host all Interworks Cloud Platform components. The following table lists the necessary access rules and port requirements for the interconnection of all Interworks Cloud Platform components. Please note that ports not marked in bold denote default application ports that may actually differ, depending on each specific application installation settings. Source Destination Protocol Src. Port Dest. Port Notes BSS Storefront Administration Storefront Administration BSS Storefront BSS Database Administration BSS Database TCP 1433 SQL Access to BSS Databases BSS TCP 9011 Web Access to BSS Web Services downloads.gocloud360.net TCP 80, 443 Web Access to Interworks Cloud Platform Installer Administration licensing.gocloud360.net TCP 80,443 Web Access to Interworks Cloud Platform License Server BSS Administration download.finance.yahoo.com TCP 80 Web Access to Yahoo! Finance API Interworks Cloud Platform uses a central storage repository to store various data and information, such as: E-mail attachments Uploaded files System reports Application log files Page 8 of 50
Notification templates Product images Important: The storage location is designated during installation of the BSS and Storefront web applications. Please keep in mind that all BSS, Storefront and Administration servers must have concurrent access to this location. If the Interworks Cloud Platform components are not installed on the same server, this configuration can be accomplished using either one of the following methods: Separate volumes (LUNs) per server and configuration of File Replication (using native Windows FRS/DFS replication service or 3rd party replication software) to synchronize data between the different volumes (LUNs). All systems should have the same path to the storage data (e.g.: D:\CloudPlatform\Data) A Clustered File System so that all servers have concurrent read/write access to the same common volume (LUN) A shared folder residing in a remote file server, NAS device or File server cluster. To use a shared network folder for data storage the following requirements must be met: o o o All participating servers (BSS, Storefront and Administration Web Application servers) must be members of an Active Directory domain. The web application pool, which is created during installation under the root BSS and StoreFront Web Application sites in IIS must be manually configured to run under a domain account that has read/write access to the shared folder and is a member of the local IIS_IUSRS windows group. The Data storage location which is entered during installation must be a valid UNC path (e.g.: \\FileSrv01\BSSData). This setting can also be changed after installation via the BSS Administration Web Application page. Mapped network drives are currently not supported. NTFS permissions (read,write) must be granted to the domain account on that folder, in addition to the shared folder permissions as described in previous requirement. Page 9 of 50
CHAPTER 3 Installing Interworks Cloud BSS Introduction This chapter explains how to install Interworks Cloud BSS. Interworks Cloud Platform Installer Interworks Cloud Platform Installer (CI) is the application responsible for installing and upgrading Interworks Cloud Platform components. The Interworks Cloud Platform Installer s main function is to connect to Interworks Cloud Platform update server to retrieve the latest installation packages for every available component and initiate the installation package to install or upgrade a specific component. In addition, the Interworks Cloud Platform Installer can be used to change basic configuration settings of all installed components on a server. In order to install Interworks Cloud BSS you must first install Interworks Cloud Platform Installer on the server. You can download the Interworks Cloud Platform Installer installation package at the following URL: http://www.interworkscloud.com/installerform.en.aspx Note: Interworks Cloud Platform Installer needs to be installed on every server that will host at least one Interworks Cloud BSS component. After download is complete, run the Interworks Cloud Platform Installer installation package to install the application on the server. Page 10 of 50
After the Interworks Cloud Platform Installer installation is completed, double click the Interworks Cloud Platform Installer shortcut on the server desktop to run CI, and then click View Available Components. Page 11 of 50
Note: The Interworks Cloud Platform Installer application must be run as administrator. If the application won t open after double clicking on the shortcut, launch Windows Explorer, locate the Cloud360.Installer.exe program, right-click Properties, then click Compatibility and check the Run this program as an administrator checkbox. Page 12 of 50
Installing Interworks Cloud BSS Database Note: The Interworks Cloud BSS Database component must be installed on the Microsoft SQL server. It is necessary to start the installation process with Interworks Cloud BSS Database component since the existence of the database is prerequisite for the installation of the other three components. To install Interworks Cloud BSS Database launch CI, click the View Available Components button and then click Install next to BSS Database. Click Next to proceed to Interworks Cloud BSS Database installation wizard. Page 13 of 50
The Interworks Cloud BSS Database setup wizard will check for the minimum system requirements and will activate the Next button upon successful validation. Click Next to continue. If you had already installed the Interworks Cloud BSS Database in this step you can specify whether you wish to create a new Installation or upgrade an existing one. Page 14 of 50
Enter an existing SQL Server 2008 or 2008 R2 instance name in SQL Server Instance field. Select either Windows Authentication or SQL Authentication and provide a valid database name in Database field for the new Interworks Cloud BSS Database that will be created. Note: The database settings specified in the Database Settings setup wizard page will also be used during the installation of the other Interworks Cloud BSS components as well as their upgrades over time, so make sure they can be used in the future to access the specified SQL server instance. Click Next. Page 15 of 50
Specify the Database user s Username and Password. The information provided in this step will be used in the connection string for the connection to the Interworks Cloud BSS Application. Click Next. Specify the Data and Log support files location which is where the database s data files and log files will be stored - by clicking Browse or leave the default path and click Next. Page 16 of 50
Also specify Additional support files location which is defined for future storage space of any additional database related files. After Interworks Cloud BSS Database setup is complete you will see the following dialog: To verify that the installation was successful, enter the SQL Server Management Studio two databases should be created. One, with the name specified during the installation process that will store the applications data and one central configuration database with the name icrm2config. Page 17 of 50
Installing Interworks Cloud BSS Administration To install Interworks Cloud BSS Administration launch CBSSI, click the View Available Components button and then click Install next to Administration. Click Next to proceed to Interworks Cloud BSS Administration installation wizard. Page 18 of 50
The Interworks Cloud BSS Administration setup wizard will check for the minimum system requirements and will activate the Next button upon successful validation. Click Next to continue. Specify the Destination Folder which is the folder where the Interworks Cloud BSS Administration application will be installed - by clicking Browse or leave the default path and click Next. Page 19 of 50
Specify Interworks Cloud BSS Administration Web Site Settings. If you are not going to expose Interworks Cloud BSS Administration to external clients, it is recommended to keep 127.0.0.1 as the web site IP address and 9080 as the default TCP port; otherwise you should select a different static IP address (either private or public) and optionally a different TCP port for the Interworks Cloud Platform Administration web site. Click Next. Page 20 of 50
The Security Settings setup wizard page allows you to specify a user account that will act as the Interworks Cloud BSS Administration web site anonymous user (for IIS 6.x only) and the Interworks Cloud BSS Administration application pool identity (for both IIS 6.x and IIS 7.x and later). The setup wizard will provide an auto-generated password for this account specified in the Password and Confirm Password fields. Change the password value only if you are going to manually modify the web site or application pool settings after the Interworks Cloud BSS Administration installation. If you are installing Interworks Cloud BSS Administration in an Active Directory environment you have the option to check Create Active Directory account; otherwise a local Windows (SAM) account will be created. Note: The Interworks Cloud BSS Administration application pool must run under a "weak" user account. By default, Interworks Cloud BSS Administration installation creates an account which is a member of the "IIS_WPG" (for IIS 6.x) or "IIS_IUSRS" (for IIS 7.x and later) group only. As a best security practice, it is recommended to create a local user account for the Interworks Cloud BSS Administration. Click Next. Page 21 of 50
Enter the SQL Server and Database name you specified in the Database Settings during the installation of the Interworks Cloud BSS Database. For the Authentication only SQL Server Authentication choice is available. As Login name and Password use the Username and Password of the Database User you specified during the installation of the Interworks Cloud BSS Database. Click Next. Page 22 of 50
In case you have the Interworks Cloud OSS installed, enter the database settings you specified in the Database Settings during the installation of the Interworks Cloud OSS Orchestration server. Otherwise, leave blank the SQL Server and Database fields in order to proceed. Click Next. In case you have the Citrix CloudPortal platform (CPSM) installed, enter the OLM database settings. Otherwise, leave blank the SQL Server and Database fields in order to proceed. Click Next. Page 23 of 50
Specify the Company Name which will be displayed to the users of the Interworks Cloud BSS Application when they login, the Company Currency which will be used as the default company s currency, the Admin Username and Admin Password for the administrative account that will be used to log in to the Interworks Cloud BSS Application and finally the desired Time Zone. Important: The selected Time Zone will be used as base reference point for all date/time related operations of the application. It is highly recommended that you choose the same Time Zone as the one that is defined in BSS Database server at operating system level. Please note that you cannot change the Time Zone after installation completes, so you should make sure that you have set a desired Time Zone setting in the server hosting the BSS Database and also select the same Time Zone setting in Administration installation page, as shown above. Click Next. Page 24 of 50
Specify the Email Account settings that will be used inside the Interworks Cloud BSS Application, to send any Notifications to other users for occurring changes to various objects, based on the setup settings of the application. Click Next. After Interworks Cloud BSS Administration setup is complete you will see the following dialog: Page 25 of 50
To verify that the installation was successful, enter the Interworks Cloud BSS Administration URL in a web browser. Important: Please review the Network, domain and storage requirements section of this guide for information regarding the configuration of the storage folder, when Interworks Cloud Platform components are not all installed on the same server. The same principles also apply for deployments that include multiple servers, web farms, load balancing scenarios, etc. If Interworks Cloud BSS Administration is not installed on the same server along with the other components (BSS and Storefront) the following actions must be taken: The Cloud Platform Billing service and the Cloud Platform Notification Management service windows services must be reconfigured to run under an account with both local administrative privileges and read-write access to the central storage location (BSS and Storefront application storage folder) Page 26 of 50
Installing Interworks Cloud BSS Application To install Interworks Cloud BSS Application launch CI, click the View Available Components button and then click Install next to BSS. Click Next to proceed to Interworks Cloud BSS Application installation wizard. Page 27 of 50
The Interworks Cloud BSS Application setup wizard will check for the minimum system requirements and will activate the Next button upon successful validation. Click Next to continue. Specify the Destination Folder which will be used as the installation folder of Interworks Cloud BSS Application - by clicking Browse or leave the default path and click Next. Page 28 of 50
Specify the Application Storage Folder - where the Interworks Cloud BSS Application will store each user s personal data such as uploaded files, e-mail attachments etc. inside the Interworks Cloud BSS application - by clicking Browse or leave the default path and click Next. In this step you can also specify a UNC path for the user s personal data storage. In this case, administrator must manually go to the specified UNC path and apply read/write permissions to the user account that will be created during the installation to act as the Interworks Cloud BSS Application web site anonymous user (for IIS 6.x only) and the Interworks Cloud BSS Application pool identity (for both IIS 6.x and IIS 7.x and later). Note: Please review the Network, domain and storage requirements section of this guide for information regarding the configuration of the storage folder, when Interworks Cloud Platform components are not all installed on the same server. The same principles also apply for deployments that include multiple servers, web farms, load balancing scenarios,etc. Page 29 of 50
Specify the Application Storage Folder which will be used as the installation folder of Web Services component - by clicking Browse or leave the default path and click Next. Specify Interworks Cloud BSS Application Web Site Settings. These settings apply to the web site that will host the main Interworks Cloud BSS Application. Specify the web site s IP address and Port. If a Host name is specified, an adequate DNS A record pointing to the selected IP address must be properly defined by the administrator to make the web site accessible to external users. Page 30 of 50
Click Next. Respectively, specify Web Services Web Site Settings. This is the web site that will host Interworks Cloud BSS Web Services API to provide connectivity with other 3rd party systems. Specify the web site s IP address and Port. If a host name is specified, an adequate DNS A record pointing to the selected IP address must be properly defined by the administrator to make the web site accessible to external users. Click Next. Page 31 of 50
The Security Settings setup wizard page allows you to specify a user account that will act as the Interworks Cloud BSS Application web site anonymous user (for IIS 6.x only) and the Interworks Cloud BSS Application pool identity (for both IIS 6.x and IIS 7.x and later). The setup wizard will provide an autogenerated password for this account specified in the Password and Confirm Password fields. Change the password value only if you are going to manually modify the web site or application pool settings after the Interworks Cloud BSS Application installation. If you are installing Interworks Cloud BSS Application in an Active Directory environment you have the option to check Create Active Directory account; otherwise a local Windows (SAM) account will be created. Note: The Interworks Cloud BSS Application pool must run under a "weak" user account. By default, Interworks Cloud BSS installation creates an account which is a member of the "IIS_WPG" (for IIS 6.x) or "IIS_IUSRS" (for IIS 7.x and later) group only. As a best security practice, it is recommended to create a local user account for the Interworks Cloud BSS Application. Click Next. Page 32 of 50
Respectively, the Security Settings setup wizard page allows you to specify a user account that will act as the Web Services anonymous user (for IIS 6.x only) and the Web Services application pool identity (for both IIS 6.x and IIS 7.x and later). Note: The Interworks Cloud BSS Web Services pool must run under a "weak" user account. By default, Interworks Cloud BSS installation creates an account which is a member of the "IIS_WPG" (for IIS 6.x) or "IIS_IUSRS" (for IIS 7.x and later) group only. As a best security practice, it is recommended to create a local user account for the Interworks Cloud BSS Web Services. Click Next. Page 33 of 50
Enter the SQL Server and Database name you specified in the Database Settings during the installation of the Interworks Cloud BSS Database. For the Authentication only SQL Server Authentication choice is available. As Login name and Password use the Username and Password of the Database User you specified during the installation of the Interworks Cloud BSS Database. Click Next. Page 34 of 50
In case you have the Interworks Cloud OSS installed, enter the database settings you specified in the Database Settings during the installation of the Interworks Cloud OSS Orchestration server. Otherwise, leave blank the SQL Server and Database fields in order to proceed. Click Next. Page 35 of 50
In case you have the Citrix CloudPortal platform (CPSM) installed, enter the OLM database settings. Otherwise, leave blank the SQL Server and Database fields in order to proceed. Click Next. After Interworks Cloud BSS setup is complete you will see the following dialog: To verify that the installation was successful, enter the Interworks Cloud BSS Application URL in a web browser. Page 36 of 50
Installing Interworks Cloud Storefront To install Interworks Cloud Storefront launch CBSSI, click the View Available Components button and then click Install, next to Storefront. Click Next to proceed to Interworks Cloud Storefront installation wizard. Page 37 of 50
The Interworks Cloud Storefront setup wizard will check for the minimum system requirements and will activate the Next button upon successful validation. Note: When installing Interworks Cloud Storefront on a server running IIS 7 or later, please keep in mind that Microsoft URL Rewrite version 2.0 must also be installed on the server. You can install Microsoft URL Rewrite by downloading the appropriate installation package from the Microsoft Downloads site or by using Microsoft Web Platform Installer. Click Next to continue. Page 38 of 50
Specify the Destination Folder which is the folder where Interworks Cloud Storefront application will be installed - by clicking Browse or leave the default path and click Next. Specify the Application Storage Folder where Interworks Cloud Storefront Application will store user s personal data such as uploaded files, e-mail attachments etc. inside the application - by clicking Browse or leave the default path and click Next. Note that the Application Storage Folder for the Page 39 of 50
personal data of Interworks Cloud Storefront application must be the same as the Application Storage Folder for the personal data of Cloud BSS Application. In this step you can also specify a UNC path for the user s personal data storage. In this case, administrator must manually go to the specified UNC path and apply read/write permissions to the user account that will act as the Interworks Cloud Storefront web site anonymous user (for IIS 6.x only) and the Interworks Cloud Storefront application pool identity (for both IIS 6.x and IIS 7.x and later). Note: Please review the Network, domain and storage requirements section of this guide for information regarding the configuration of the storage folder, when Interworks Cloud Platform components are not all installed on the same server. The same principles also apply for deployments that include multiple servers, web farms, load balancing scenarios, etc. Specify Interworks Cloud Storefront Web Site Settings. Specify the web site s IP address and Port. If a Host name is specified, an adequate DNS A record pointing to the selected IP address must be properly defined by the administrator to make the web site accessible to external users. Click Next. Page 40 of 50
The Security Settings setup wizard page allows you to specify a user account that will act as the Interworks Cloud Storefront web site anonymous user (for IIS 6.x only) and the Interworks Cloud Storefront application pool identity (for both IIS 6.x and IIS 7.x and later). The setup wizard will provide an autogenerated password for this account specified in the Password and Confirm Password fields. Change the password value only if you are going to manually modify the web site or application pool settings after the Interworks Cloud Storefront installation. If you are installing Interworks Cloud Storefront in an Active Directory environment you have the option to check Create Active Directory account; otherwise a local Windows (SAM) account will be created. Note: The Interworks Cloud Storefront application pool must run under a "weak" user account. By default, Interworks Cloud Storefront installation creates an account which is a member of the "IIS_WPG" (for IIS 6.x) or "IIS_IUSRS" (for IIS 7.x and later) group only. As a best security practice, it is recommended to create a local user account for the Interworks Cloud Storefront. Click Next. Page 41 of 50
Enter the SQL Server and Database name you specified in the Database Settings during the installation of the Interworks Cloud BSS Database. For the Authentication only SQL Server Authentication choice is available. As Login name and Password use the Username and Password of the Database User you specified during the installation of the Interworks Cloud BSS Database. Click Next. Page 42 of 50
In case you have the Interworks Cloud OSS installed, enter the database settings you specified in the Database Settings during the installation of the Interworks Cloud OSS Orchestration server. Otherwise, leave blank the SQL Server and Database fields in order to proceed. Click Next. Page 43 of 50
In case you have the Citrix CloudPortal platform (CPSM) installed, enter the OLM database settings. Otherwise, leave blank the SQL Server and Database fields in order to proceed. Click Next. After Interworks Cloud Storefront setup is complete you will see the following dialog: To verify that the installation was successful, enter the Interworks Cloud Storefront URL in a web browser. Page 44 of 50
CHAPTER 4 Upgrading Interworks Cloud Platform Components Introduction This section provides information about upgrading existing Interworks Cloud Platform components. Upgrading Interworks Cloud Platform Components To upgrade any Interworks Cloud Platform component you should use the Interworks Cloud Platform Installer. Launch the Interworks Cloud Platform Installer, select the desired component in the left navigation menu and then click Check For Updates on the properties page in the right pane. If there are any updates available you will see the following confirmation dialog: Page 45 of 50
Click Yes to proceed with the component upgrade. Note: The Interworks Cloud Platform Installer will upgrade the Interworks Cloud Platform components to the next available version based on the currently installed version of the corresponding component. That means that if for example the currently installed version of a component is 1.1.0 and versions 1.1.1 and 1.1.2 were released after that, the installer will upgrade the component to version 1.1.1 first. To install the latest version you will have to check for updates and perform the upgrade operation again. Troubleshooting Upgrade Issues If you experience any issues right after an Interworks Cloud Platform upgrade try the following basic troubleshooting steps: Make sure all Interworks Cloud Platform components were upgraded to the same version. Reset Interworks Cloud Platform components application pools in IIS Manager Page 46 of 50
CHAPTER 5 Uninstalling Interworks Cloud Platform Components Introduction This section provides information about how to uninstall Interworks Cloud Platform components. Uninstalling Interworks Cloud Platform Launch the Interworks Cloud Platform Installer. Select the component you want to uninstall and click Uninstall. Follow the setup wizard instructions to uninstall the selected component. Repeat the same procedure for all Interworks Cloud Platform components you wish to uninstall. Page 47 of 50
APPENDIX A Troubleshooting Introduction This section provides information that can help you troubleshoot issues with Interworks Cloud Platform installation and use. Troubleshooting Installation Issues Could not start Interworks Cloud Platform Installer on Windows 2008 This might be due to enabled User Account Control (UAC). As a solution you could disable UAC or run Interworks Cloud Platform installer in "elevated" mode by right clicking its shortcut and selecting "Run as Administrator". Viewing Interworks Cloud Platform Installer Error Log To view Interworks Cloud Platform Installer application log click Application Settings in the left navigation menu and then click View System Log. Page 48 of 50
The Interworks Cloud Platform Installer log file will be opened in the default editor application (e.g.: Notepad). Page 49 of 50
Interworks Interworks Cloud Platform Installation Guide Page 50 of 50