Getting StartedVersion 9.1

Contents

About this Guide 4

Other Resources 4

Product Documentation 4

Online Training Program 4

Daily Online Q & A sessions 4

Prepare Your Customer's Network 5

Create a Probe Service Account 5

DNS Configuration 5

Getting Started Wizard 5

Review the Getting Started Videos 5

Step 1: Add a Customer/Site 6

Step 2: Add Devices 6

Step 3: Discovering Devices 7

Import Non-Windows Devices to N-central 9

Customize the Monitoring of Non-Windows Devices 9

Renaming Devices 9

Firewall Monitoring 10

Customize the Monitoring of Windows Devices 10

Hardware Monitoring 10

Application Monitoring 10

Patch Management 11

Probe Notifications 11

Endpoint Security 11

Scheduled Tasks 12

Testing Notifications 12

PSA Integration 12

Reporting 13

Appendix 14

Working with Proxy Servers 15

Configuring DNS Aging And Scavenging 16

Troubleshooting 19

Troubleshooting Discovery and Agent deployment 19

Troubleshooting Notifications 21

Troubleshooting Remote Control 23

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About this Guide

This guide is intended for all N-central users andwill show you how to configure your customer's net-work to ensure optimal discovery andmonitoring of devices on their network.

l Prepare Your Customer's Network on page 5l Getting StartedWizard on page 5l Import Non-Windows Devices to N-central on page 9l Customize the Monitoring of Non-Windows Devices on page 9l Customize the Monitoring of Windows Devices on page 10l Testing Notifications on page 12l Reporting on page 13

In addition, the following additional documents are provided as an Appendix:

l Working with Proxy Servers on page 15l Configuring DNS Aging And Scavenging on page 16l Troubleshooting on page 19

Other ResourcesAfter you have set up your first network, there are a number of additional resources available to you toshow you how to setup additional features and use N-central to manage your customer networks.

Product DocumentationThe N-central product documentation includes many additional searchable resources and trou-bleshooting tips. Access product documentation by clickingHelp> Online Help in the N-central navi-gation pane.

Online Training ProgramN-able Technologies provides a series of videos and documents logically ordered in the QuickStart pro-gram in the N-able Resource Center at http://nrc.n-able.com.

Daily Online Q & A sessionsOur Sales Engineers provide live online question and answer sessions daily. Dial into any session and askyour questions live. For more information, refer to http://www.n-able.com/qa/.

This Guide is current as of October 18, 2012.

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Prepare Your Customer's Network

This section contains recommendations and procedures that you should follow to ensure that Agentsand Probes can communicate with the N-central server and ensure that the Windows Probe can scanyour customer’s network successfully.

Please review the following:

l Create a Probe Service Account on page 5l DNS Configuration on page 5

Create a Probe Service AccountThe installation of the Windows Software Probe requires a Domain Administrator account.

Best Prac-tice

Create a new Domain Administrator account that will be used only for theprobe.

For more information on setting up and configuring Domain Administrator accounts, refer to Microsofttechnical documentation.

DNS ConfigurationTheWindows Software probe requires that DNS be configured properly in order for it to function.

In DHCP networks, it is strongly advised to verify that the DNS does not contain duplicate addresses forworkstations and laptops. Duplicate entries will cause problems when installing agents and for N-centralto function properly. To resolve the issue, configure DNS scavenging following the instructions providedin Configuring DNS Aging And Scavenging on page 16.

Getting Started Wizard

Using the wizard takes just a few steps to setup a customer.

l Review the Getting Started Videos on page 5l Step 1: Add a Customer/Site on page 6l Step 2: Add Devices on page 6l Step 3: Discovering Devices on page 7

Review the Getting Started Videos1. Sign in to the N-central UI.

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Note: The default initial view when you first sign in to N-central is the Getting StartedWizard. Ifyou choose to close this view, you can access the wizard at any time underHelp in the navi-gation pane.

2. Review the Architecture Overview video.

3. Review the Feature Fundamentals video.

Step 1: Add a Customer/Site1. Click Add Customer/Site.

2. Review the Learn how to deploy a customer/site network video.

3. In the Customer/Site Name field, type the name of your customer/site.

4. Configure the License Type andDefault Credentials as appropriate.

5. Click Save and Continue.

Step 2: Add Devices6. In the Install a Windows Probe to Discover the Network section, clickDownload the

Probe.

Note: For most situations, we recommend that you install the probe on aWindows Server device.However, in cases where you have small numbers of managed devices, installing the probeon aWindowsWorkstation will also work. The reason for this is that Windows XP, Vista orWindows 7 limit the number of outbound concurrent connections. When the number of out-bound concurrent connections is limited, this impedes the ability of the Windows Probe to dis-cover andmonitor devices.

7. The InstallShield installer will perform a check on the environment that will warn you of any issuesit may find related to the functionality of the probe within your network. These warnings or failuresshould be addressed before proceeding.

8. Select the location where you would like to install the N-central probe software. ClickNext to con-tinue.

9. If you need a proxy string, select I need to use a Proxy Server and specify the proxy infor-mation, if you need help, refer to Working with Proxy Servers on page 15.

10. ClickNext.

11. On the next screen, do one of the following:

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l If the probe is being installed in a workgroup, selectWorkgroup User, otherwisel Select Domain User, specify theDomain Administrator credentials.

12. ClickNext.

13. On the AMT Datastore Registration screen, you can optionally provide the credentials to be usedwith Intel® vPro™-based devices.

14. ClickNext.

Step 3: Discovering Devices1. On theNetwork Discovery screen, enter a name for the discovery job in theDiscovery Name

field and then click Add. After you have clickedAdd, you can edit the other fields on this screen.

2. In the Target Network section, select IP Range and enter the IP range (for example,192.168.1.1-254) in which the probe will be installed.

3. ClickNext.

4. If applicable, select one or more of the following tabs in the Advanced Discovery Options screenor skip to step 5.

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SNMP Select Use SNMP to have the discovery job use the SNMP GET command to querydevices for information. This requires configuring the following properties:

l Community String - the exact community string of the devices which isused by the Windows Probe to retrieve the data through SNMP. The com-munity string of devices should be obtained from your administrator or fromdevice manufacturers.

l Port - defines the port number that SNMP will monitor for device information.l SNMP Version - defines the version of SNMP to be used when queryingdevices.

VMWare Select Discover ESX/ESXI Servers to include virtualization server devices in thediscovery job. This requires configuring the following properties:

l Username - the user credentials required to obtain data from virtualizationservers.

l Password - the user security code required to obtain data from virtualizationservers.

l CIM Ports - defines the values for CIM ports to be scanned by the discoveryjob.

l Webservice Ports - defines the values for Web service ports to be scannedby the discovery job.

Backup Exec Select Discover Backup Exec Jobs to have the discovery job look for the BackupExec Service on discovered devices. This requires configuring the following prop-erties:

l Database Instance - the type of database.l User Name - the name of the user required to access the database.l Password - the password required to access the database.

Xilo-core/Asigra

Select Discover Xilocore/Asigra Jobs to have the discovery job look for either theXilocore Backup Service or the Asigra Backup Service . This requires configuring thefollowing properties:

l User Name - the name of the user required to access the database.l Password - the password required to access the database.l Port - the port number used to connect to the DS-Client server.l Asigra DLL path - the location of Asigra DLL files. If the location is not cor-rectly identified, the discovery job will not discover Asigra or Xilocore backupsets properly.

5. If you want to add another discovery job, click Add Additional Discovery Job; otherwise, clickNext.

6. Click Install.

At this point, the Getting StartedWizard will automatically start the Customer/Site Wizard.

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Import Non-Windows Devices to N-central

By default, N-central does not automatically import non-Windows devices.

To import non-Windows devices into N-central.

1. Select Add/Import Devices.

Once the Customer/Site Wizard has been completed, you can import devices by following the pro-cedure outlined below.

2. Select the All Devices view.

3. In the Add Devices view, click Add.

4. Click Import.

5. Select the devices that you would like to import.

6. Click Import.

7. Click Finish to import the selected devices.

All of the imported devices should appear in the All Devices view. The next step is to customize themonitoring of the imported devices.

Customize the Monitoring of Non-Windows Devices

Renaming DevicesDevices that are not registered in DNS will be listed in N-central with an IP address. Examples of thesedevices can include switches, routers, firewalls, or IP telephones. These devices can be renamed to amore user-friendly name by performing the following:

1. Click All Devices view in the navigation pane.

2. Click the device that you would like to edit in theName column.

3. Select the Properties tab.

4. Modify theName.

Note: This is only a label in N-central andwill not make any changes to the operating system or net-work configuration of the device itself.

5. ClickOK.

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Firewall MonitoringN-central can monitor the following elements on most firewalls:

l CPU,l Connections,l Memory,l Traffic, andl Syslogmessages.

This requires SNMP and Syslog configuration changes on the firewall and asset discovery must be per-formed again. The procedure for this is documented in "Configuring Firewall Services" available on the N-able Resource Center under Support> Product Documentation.

Customize the Monitoring of Windows Devices

Hardware MonitoringIf the server is a Dell, HP, IBM or Intel-branded server, you can monitor certain hardware elementsincluding:

l Fan Status,l Logical Drives,l Physical Drives,l Power Supplies,l RAID Controllers, andl Temperature.

This requires the installation of management agents from the appropriate vendors. SNMPmust also beconfigured and asset discovery performed again. The procedure for this is documented in "ConfiguringServers for Hardware Monitoring" available on the N-able Resource Center under Support> ProductDocumentation.

Application MonitoringBy default, N-central has applied service templates (groups of services) to the managed devices based ontheir folder membership. This will be the baseline for monitoring. Some servers will have unique appli-cations running on them and tomonitor the applications, you will need to apply the appropriate servicetemplate.

1. Click All Devices view in the navigation pane.

2. Select the check box next to the device on which you want to monitor an application.

3. Select Apply Service Templates from the drop-down list.

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4. If required, click Expand to display service templates that correspond to the device class.

5. Select the service templates as required.

6. Click> to move them one at a time or click>> to select andmove all the service templates.

7. Click Apply.

8. Expand the tree in the Service Template Application Report screen to view any messages.

9. ClickOK.

Note: Additional Service Templates are available on the N-able Resource Center.

Patch ManagementBy default, the Patch Status service has been added to all Windows devices that have an agent installed.This service monitors for missing patches. The patch management feature in N-central is based on API-level integration with Microsoft WSUS andMicrosoft Windows Update. For more information on con-figuring this feature, please refer to "Providing Patch Management With N-central" available on the N-able Resource Center under Support> Product Documentation.

Probe NotificationsBy default, you will not receive an alert if the Windows Software Probe stops working. To configure noti-fications for the Probe Status service, perform the following for each customer:

1. In the View Selection Menu, select the appropriate customer.

2. In the navigation pane, click Configuration >Monitoring> Notifications.

3. In theName column, clickO Minute Delay.

4. Click Trigger Details.

5. Select Servers (Applications).

6. Select the Probe.

7. Click> to move the probe to the right-hand column.

8. Click Save.

Endpoint SecurityThe Endpoint Security feature is powered by Panda Security applications and provides comprehensiveantivirus and anti-malware protection for WindowsWorkstation andWindows Servers. Endpoint Secu-rity can also be configured for Microsoft Exchange 2003, Exchange 2007 and Exchange 2010 servers toprovide integrated Anti-Virus, Anti-Spam and Content Filtering capabilities specifically for Exchange mail

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servers. Endpoint Security can be fully deployed andmanaged from within N-central. For more infor-mation, refer to "Endpoint Security" in the N-central technical documentation.

Scheduled TasksYou can configure Scheduled Tasks to automate routine maintenance tasks.

The following tasks can be configured for Windows devices:

l Endpoint Security Scansl File Transfersl Scriptsl Push Third Party Softwarel WSUS server cleanup

To access this feature, click Configuration > Scheduled Tasks in the navigation pane.

Testing Notifications

By default, N-central is configured with a very capable notification system. In order to make sure thatyour notifications are working properly, perform the following:

1. In the View Selection Menu, select the appropriate service organization.

2. In the navigation pane, click Configuration >Monitoring > Notifications.

3. Click 0 Minute Delay.

4. Verify that the correct recipients have been configured for the notification.

5. Click Save (or Cancel if no changes have been made).

6. Select the check box next to 0 Minute Delay.

7. Click Test Notification.

You should receive an e-mail notification within a few minutes. If you do not receive a notification, followthe instructions provided in Troubleshooting on page 19.

PSA Integration

N-central can integrate with the following PSA tools:

l Autotaskl Connectwise

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l Tigerpaw

This feature is configured under Configuration > PSA Integration. For more information, refer to the"IntegratingN-centralWith Your PSA Solution" document available on the N-able Resource Center.

Reporting

Sample reports can be downloaded from the following link:

l http://download.n-able.com/documentation/reports/nable_reports.exe

This self-extracting executable contains a spreadsheet describing all of the available reports and the cor-responding PDF reports.

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Appendix

The following documents provide background information to some of the procedures in the GettingStarted Guide.

l Working with Proxy Servers on page 15l Configuring DNS Aging And Scavenging on page 16l Troubleshooting on page 19

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Working with Proxy ServersAgents and probes are capable of communicating through:

l non-authenticating proxy servers,l clear-text authenticating proxy servers,l Internet Security and Acceleration (ISA) 2000/2004/2006 proxy servers, and,l Microsoft Forefront Threat Management Gateway (TMG) proxy servers.

If a proxy server resides on your customer’s network, you may need to configure the N-central 9.1agent/probe software so that it can pass information through the proxy server and on to your N-central 9.1 server.

To configure an agent/probe to use a proxy string, specify the proxy string during the creation of theagent/probe in the N-central 9.1 UI. The information below will outline the appropriate proxy string toenter based on the type of proxy server implemented in your customer’s network.

Non-authenticating ProxiesThe proxy stringmust have the following format:

http://<server name>:<port number>

https://<server name>:<port number>

Example: https://192.168.0.10:8080

Clear-text Authenticating ProxiesThe proxy stringmust have the following format:

http://<proxy user>:<proxy password>@<server name>:<port number>

https://<proxy user>:<proxy password>@<server name>:<port number>

Example: https://username:Password@192.168.0.10:8080

Microsoft ISA and Forefront TMG ProxiesThe proxy stringmust have the following format:

https://<domain of the proxy>\<proxy user in domain>:<proxy password indomain>@<server name>:<port number>

Example: https://OFFICE\username:password@192.168.0.10:8080

Note: Basic HTTP authentication must be activated for this to work. For more information, refer to theMicrosoft Knowledge Base document: How to Allow Third-Party Internet Application Connectionsthrough ISA Server 2000 (specifically, Method 2: Enable Basic Authentication for OutgoingWebRequests).

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Warning! The procedures explained above and in the Microsoft KB document should be reviewed,approved and implemented by a Microsoft Certified Professional holding a Microsoft CertifiedSystems Engineer + Internet or equivalent designation or experience.

Confirm with your customer that the operations described above are considered permissible. Do not pro-ceedwithout customer consent.

It is also possible to configure an ISA/TMG server to permit direct access that will allow the agents andprobes to communicate with the N-central 9.1 server. For the steps required tomake this configurationchange, please refer to the following:

l ISA servers - ConfiguringWeb Proxy Clients for Direct Accessl TMG servers - Bypassing Forefront TMG for Web proxy client requests

Configuring DNS Aging And ScavengingDNS in a DHCP network can contain invalid entries if scavenging is not enabled to automatically removestale resource records. To configure scavenging, perform the following:

1. Access the DNS Management console.

2. Right-click the DNS Server name.

3. Select Set Aging and Scavenging for all zones.

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4. Select Scavenge stale resource records.

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5. ClickOK.

6. Select Apply these settings to the existing Active Directory integrated zones.

7. ClickOK.

8. Right-click the domain under the Forward Lookup Zones.

9. Select Properties.

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10. Select Aging.

11. Repeat the procedure from step 4 to step 7 above.

12. Right-click the subnet under the Reverse Lookup Zones.

13. Repeat the procedure from step 9 to step 11 above.

For more information, review the following article:

l http://technet.microsoft.com/en-us/library/cc759204(WS.10).aspx

Troubleshooting

Troubleshooting Discovery and Agent deploymentUnder certain circumstances, the probe will not be able to gather the necessary asset information orremotely install the Windows agents. The following are the most common problems and possible solu-tions:

Windows Workstations are not discoveredThe most common reason for a workstation not being discovered in N-central is that a local firewall is pre-venting remote access. To verify whether this is the problem, log on to the probe and try to ping theworkstation. If this fails, you will need to configure the firewall to allow remote access from the probe. Ifthe ping is successful, try running the asset discovery again.

Enable Remote Administration Exception in Windows Firewall1. Open the appropriate group policy on your customer’s domain controller.

2. Click Computer Configuration > Administrative Templates> Network > Network Con-nections>Windows Firewall> Domain Profile.

3. In the right-hand UI pane, double-clickWindows Firewall: Allow remote administrationexception.

4. Under the Settings tab, select Enabled.

5. In the Allow unsolicited incoming messages from: field, type * to accept messages fromanyone or the IP address of your Windows Probe.

6. ClickOK.

7. Close theGroup Policy Object Editor window.

8. Close the Active Directory Users and Computerswindow.

For more information, refer to the Microsoft document "Enable or Disable the Remote AdministrationException".

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Note: Any changesmade to the group policy of a domain will not be applied by members of the domainuntil one of the following conditions is met:

l The computer is rebooted, orl The default update interval has been exceeded (90 minutes on domain members, and fiveminutes for domain controllers), or

l The following command is run on the domain member: gpupdate /Target: computer.

For more information on the group policy update interval and the gpupdate command, refer to the

Microsoft document "Group Policy does not refresh".

Windows Workstations are discovered as device class OTHERTheWindows Probe discovers the asset information of Windows devices usingWMI. This asset infor-mation is used to define the device class. If the WindowsWorkstation has a device class ofOther, theWMI discovery has failed. The most common reasons for discovery failure are:

l a local firewall is enabled,l the workstation is not part of the domain, orl there are WMI permission problems between the probe and the workstation.

To change the device class and install the Windows Agent without relying on WMI, try the trou-bleshooting procedures described below.

Installing a Windows Agent when the Device Class is OtherYou can try to install an agent to the Windows devices that were discovered as device classOther bysimply changing the device class of the device and selecting the Local Agent option.

This can be performed for a single device by selecting the device and the Properties tab.

This can also be performed for multiple devices by using the Bulk Edit feature:

1. Navigate to the appropriate customer.

2. Select the All Devices view.

3. Sort the list of devices byDevice Class.

4. Select all of the devices with the classOther.

5. Click Edit.

6. Change the device class toWorkstations - Windows.

7. Select Local Agent.

8. Select Install Using.

9. ClickOK.

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Windows agent not automatically installedCheck the agent install error message on the Properties tab or the Agent tab of the device.

Possible causes:

l The ADMIN$ share is not accessible from the probe.l There is a permission problem accessing the ADMIN$ share.l Incorrect DNS configuration.l Device is discovered as device classOther.

A potential solution is to test access to the ADMIN$ by performing the following:

1. Log on to the probe with the same account that is used by the probe.

2. Ping the computer by name and by IP address.

3. If successful, try accessing the \\PCname\ADMIN$.

4. If both of these are successful, run the asset discovery again.

Troubleshooting NotificationsTroubleshooting notifications is common in order to discover why a notification was not sent. There are anumber of potential causes for a notification not being transmitted that need to be reviewed. New noti-fications are triggered on state changes, escalation and repeat notifications are triggered on an elapsedtime from the initial state change.

To troubleshoot notifications

1. Review the Incident Summary Report and examine the lists of all of the incidents and associatedescalations that trigger notifications, the acknowledgments, and the resolution times over a spec-ified period. If the specific incident is listed in this report, N-central has detected a state change in aservice that is associated with a notification profile.

2. Review the Notifications Sent Report (it displays a copy of the notifications that were sent to a spe-cific user). If the notification is listed in this report, N-central transmitted the notification. Based onthis information, you should:

a. Verify the mail relay server settings in the NAC (only if no notifications are received).

b. Verify that the message is not still with the mail relay server.

c. Verify the user's spam filter.

3. Review theUser Notification Method (it determines a user's email address that is used for noti-fications as well as the associated schedule). Based on this setting, you should:

a. Verify that the email address is correct.

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b. Verify that the schedule includes the time that the incident happened. If the incident occurredoutside the user's schedule, the incident will be listed in the Incident Summary report and nonotification will be listed in the Notification Sent report.

4. Send a test notification by performing the following:

a. Navigate to the appropriate customer.

b. Select the All Devices view.

c. Click the device that you would like to use for the test in theName column.

d. Select the Associations tab.

e. Verify that the correct notification profiles are associated with the device.

f. Select the Status tab.

g. In the Service column, click the service that you would like to use for the test.

h. Select the Thresholds tab.

i. Reverse the values for one of the threshold settings.

j. In the navigation pane, click Views> Active Issues.

k. After a moment, the incident should be displayed and the notification email received.

5. Review the Detailed Status Report (it presents a detailed overview of the service state changes on adevice over time) and verify the time of the incident to confirm whether the service was in a Failedstate. If the service was not in a Failed state, verify that the thresholds have been configured cor-rectly.

6. Review the Raw Monitored Data Report (it provides detailed information for a particular service):

a. Review the time period when you expected an incident.

b. Verify how long the service was in a Failed state.

c. Note the duration that the service was in a Failed state.

7. In the notification profile, review the Notification Profile Delay (the amount of time that a servicemust be in a specified state before a notification is sent). If the duration that the service was in aFailed state is less than the delay configured in the profile, you may need to adjust the delay value.

8. Verify the default Notification Profile-Triggers that are associated with the relevant folders by per-forming the following:

a. In the View Selection Menu, select the appropriate customer.

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b. In the navigation pane, click Configuration >Monitoring> Notifications.

c. Click 0 Minute Delay.

d. Select the Trigger Details tab.

e. Verify that the service you are troubleshooting is displayed in the appropriate trigger with the cor-rect state.

f. Verify that the service you are troubleshooting is associated with the folder to which the devicebelongs.

Troubleshooting Remote ControlIf you are having problems with remote control, verify that your network equipment supports UDP peer-to-peer connections. You should also verify that port TCP 22 is open outbound from your customer’s net-work and inbound to your N-central server.

For more information, refer to the Remote Control section of the Security Statement document for moredetails on remote control architecture.

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Disclaimer

This document may include planned release dates for service packs and version upgrades. These dates are based on our currentdevelopment plans and on our best estimates of the research and development time required to build, test, and implement each ofthe documented features. This document does not represent any firm commitments by N-able Technologies Inc. to features and/ordates. N-able Technologies will at its best effort, try to meet the specified schedule and will update this document should there beany significant changes. N-able Technologies reserves the right to change the release schedule and the content of any of the plannedupdates or enhancements without notice. Publication or dissemination of this document alone is not intended to create and does notconstitute a business relationship between N-able Technologies and the recipient.

Feedback

N-able Technologies is a market driven organization that places importance on customer, partner and alliance feedback. All feedbackis welcome at the following email address: feedback@n-able.com.

About N-able Technologies

N-able Technologies is the global leader in remote monitoring and management software for managed service providers and ITdepartments. N-able’s award-winning N-central platform and complementary toolsets, backed by best-in-class business and tech-nical services, are proven to reduce IT support costs, improve network performance and increase productivity through the proactivemonitoring, management and optimization of IP-enabled devices and IT infrastructure. N-able is 100% channel-friendly and main-tains operations in North America, the U.K., the Netherlands and Australia.

Copyright © 2012 N-able Technologies

All rights reserved. This document contains information intended for the exclusive use of N-able Technologies' personnel, partners,and potential partners. The information herein is restricted in use and is strictly confidential and subject to change without notice. Nopart of this document may be altered, reproduced, or transmitted in any form or by any means, electronic or mechanical, for any pur-pose, without the express written permission of N-able Technologies.

Copyright protection includes, but is not limited to, program code, program documentation, and material generated from the soft-ware product displayed on the screen, such as graphics, icons, screen displays, screen layouts, and buttons.

N-able Technologies, N-central, and Report Manager are trademarks or registered trademarks of N-able Technologies InternationalInc., licensed for use by N-able Technologies, Inc. All other names and trademarks are the property of their respective holders.