Prerequisites and Configuration

Guide

Informatica Support Console

(Version 2.4)

Table of Contents
Chapter 1: Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
Chapter 2: Minimum System Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Web Browser . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3
Third-Party Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3

Chapter 3: Before you install . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

Chapter 4: Installation on Windows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
Chapter 5: Installation on Linux . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Chapter 6: License Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Chapter 7: Uninstalling Support Console . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Chapter 8: Known Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

CHAPTER 1

Overview
Before you install Support Console, ensure that the environment meets the minimum requirements.
The following table describes the installation prerequisites for Support Console:
Prerequisites

Description

Minimum System Requirements

Hardware and Operating System requirements

Web Browser

Compatible Web Browsers required to access Support Console

Third Party Software

Any Third party software required to run the Support Console

Before you Install

Pre-installation tasks required to be performed before installing the Support Console

CHAPTER 2

Minimum System Requirements

Before you install Support Console, you will have to verify the following Minimum System Requirements:
Support Console is supported on Windows 2003, Windows 2008, SUSE LINUX Enterprise Server 9, and Red

Hat Enterprise Linux Server release 5.

It requires minimum of 4 GB RAM.
It requires x86 Chip Set.

Web Browser
You can use the following browsers to access the Support Console:
Microsoft Internet Explorer
Mozilla Firefox

Third-Party Software
To access the Support Console URL, you will need an Adobe Flash plug-in (version 10 or higher) on the browser.

Web Browser

CHAPTER 3

Before you install

Note: Support Console is a standalone application and need not be installed on the same machine where the
PowerCenter is running.
Before you install the Support Console, complete the following tasks:
1.

Ensure that the hosting machine has access to PowerCenter hosted machines through the following protocols:
Telnet / SSH
FTP / SFTP

2.

For Windows, ensure that a shared directory on PowerCenter is accessible. To monitor the disk usage,
infa_shared directory should be a local mount to the Support Console hosted machine.

3.

Ensure that the host machine has access to Mail Exchange Server with required credentials. This is required to
send Alert mails to the configured users.

4.

Ensure that you have created a directory on the Server where PowerCenter is running and have given the
Execute permissions. For Example, create a directory called Tools under <Power Center Installation
Directory>/server, and give permissions 777 on the directory Tools [chmod 777 Tools].

5.

Ensure that the following Monitor Configuration are set:

6.

Field Name

Configuration

Host Name

Operating System

Unix Username (Account where PowerCenter is installed)

Unix Password

Protocol

telnet/ssh/ftp

Port

23/22/21

Power Center installation Version

Cache Dir Location

Domain Name

Domain Port

Domain User Name

Domain Password

Ensure that the following SMTP Configurations are set:

7.

Field Name

Configuration

SMTP Server Name

Port

25

User name

Password

Sender email id

Ensure that you have the following Portal Profile details:

Field Name

Details

Project ID

Portal Email Address

Password

Chapter 3: Before you install

CHAPTER 4

Installation on Windows
To install Support Console on Windows,
1.

Verify that your environment meets the Minimum System Requirements, and complete the Pre-installation
tasks.

2.

Close all other applications before running the installation.

3.

Extract the SupportConsole_Windows.zip on your local machine.

4.

To start the installer, run install.bat file. Alternatively, go to the Support Console folder and run
SupportConsole4.0Installer.exe.

5.

The Welcome window introduces the Support Console installation.

6.

Click Next.

7.

In the Choose Install Folder screen, specify the Installation directory for Support Console:

8.

Click Next.

9.

In the Tomcat Configuration window, specify the Tomcat ports for the Support Console against Enter
Connector Port (default 25000) and enter the Shutdown Port (default 8000).

Chapter 4: Installation on Windows

10. The Pre-Installation Summary page appears.

.
11. Review the Pre-Installation Summary to verify that the installer installs Support Console components in the
correct location, with the options you have selected.
12. Click Install to continue or click Previous to modify the options.
13. After you click Install, the installer copies the files for the selected components to the installation directory.

14. Click Next.

15. The Install Complete window appears.

16. Click Done to close the installer.

Chapter 4: Installation on Windows

CHAPTER 5

Installation on Linux
To install Support Console on Linux,
1.

Unzip the SupportConsole_Linux.zip.

2.

Set Execute permission to unzip the folder. Example, chmod -R 755 SupportConsole_Linux.

3.

Go to the unzipped folder, such as, cd SupportConsole_Linux.

4.

Run sh install.sh or cd to Support Console directory and run sh SupportConsole2_4_Installer.bin -i

CONSOLE.

5.

Go through the prerequisites and press Enter to continue.

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6.

Choose the install location (default is set to $HOME/SupportConsole) and press Enter to continue

Note: If the Support Console is already installed in the selected Install location, the following warning will be
displayed:

7.

Enter Tomcat Connector Port (default is set to 25000) and press Enter to continue.

8.

Enter Tomcat shutdown port (default is set to 8000) and press Enter to continue.

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9.

Go through the Pre-Installation Summary and press Enter to continue.

10. Support Console will now be installed.

11. In the Installation Complete window, press Enter to exit the window.

12. Go to the install directory tomcat/bin and run startup.sh to bring up the services.
13. Navigate to the url http://<host name>:<tomcat connector port>.

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CHAPTER 6

License Information
After installing Support Console, you will have to install Support Console Agent. The license key can be obtained
through Support Console Agent. (Refer Support Console Agent Manual for more details.)
To register your license key:
1.

Go to the Admin tab.

2.

Under the Support section, click Register License Key.

3.

In the License Key dialog, enter following details:

Project ID: Your Project ID registered with Informatica Support.
Email ID: Your Email ID as registered with Informatica Support.
License Key File: Browse to location where you have saved the file. (You will receive the License key

through an email. You will have to save the file in a location accessible from the Support Console).

4.

Click Register.

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CHAPTER 7

Uninstalling Support Console

To uninstall Support Console on Windows, choose the uninstall option in the installation path or Go to Start >
Program > Informatica Support Console 2.4 > Uninstall Support Console 2.4.
To uninstall Support Console on UNIX, delete the installation directory.

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CHAPTER 8

Known Limitations
You may encounter the following limitations when using the Support Console. If you encounter difficulties or have
further questions regarding one of these limitations, contact Informatica Global Customer Support:
1.

Test Connection may fail if the Support Console is running on Windows 2003 or XP and configured Monitored
is Windows.

Workaround
The mapped drive must be mapped from the LocalSystem account as the Support Console service

runs with LocalSystem account.

2.

Modifying product configured on Windows may corrupt the path of Cache directory.

Workaround
Map the Cache directory to the Support Console server machine using LocalSystem Account. Use

forward slash (/) after the drive letter. For example: E:/.
3.

Integration Service running on Grid cannot be enabled for Health Check.

4.

When you change the user credentials under Environment Configuration for a tool, the users configured under
Monitors are not overwritten. The user credentials of the Monitor Configuration will be used for executing tools.

5.

While configuring alerts, the following alert might occur:

Please enter all the parameters correctly

A category on the left navigation has to be selected by clicking before entering or copying a rule expression.
6.

Availability Graphs may be empty or missing for some services for sometime.

7.

Saving services for Health Check takes long time.

8.

Test Connection using SSH may succeed if the actual password is the prefix of the given password. For
example, actual password - pass123 and Given Password - pass12345.

9.

CSM report may not open in browser properly as it needs to access cross domain XSL. You will have to enable
Access data source across domain in Internet Explorer Security settings under Internet Options > Security
>Custom Level >Miscellaneous.
In Firefox, even if the report is opened, the XSL formatting may not be present.

10. The Activity Log displays Tool Log and Tool Output file names even if it is physically deleted from the File
System. In such case, you cannot open an SR with the file attached from the Tool Activity Log.
11. The browser memory might grow if kept open for a long time.

Workaround
Minimize and maximize the browser if you experience slow browser.

12. Auto-detect may find incomplete core dumps and cause PMStack to hang on HP-UX and HP-UX IPF.
13. On Linux, the login may fail due to error:
Lock File modification in future, if required please delete the file.

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Workaround
Stop the server and delete the file iscdb.lock.db from the <ISC Install Directory>/DB/Current

directory.Now, start the Tomcat server

14. If Support Console is installed on Linux, you cannot configure it to monitor PowerCenter installations on
Windows.
15. The indexes are re-built each time the reporting process is restarted. It will take a few minutes to build the
indexes based on the volume of data backed up. During this time when a report is generated, the following
error is displayed:
"Reporting Service cannot be pinged. Please ensure that the reporting process is running"

16. If there is no data in the reports and you select the Export Graph to PDF or Export Data to CSV actions, PDF or
CSV will be created without any data.
17. On Linux, closing the dialog box that appears when you select Export Graph to PDF action might crash the
Firefox browser session.

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Chapter 8: Known Limitations