S CMC in Depth RKS 10010

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CMC
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<td class="headerSide" width="20%">Document Id:</td>
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10010
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<td class="headerSide">Document Type:</td>
<td class="lineTop">Troubleshooting</td>
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<td class="headerSide">Keywords:</td>
<td class="lineTop">Command Center Pollcheck Radiant Heartbeat troubleshoo
ting Deployment Framework Polling CMC RDF</td>
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<td class="headerSide">Last Updated:</td>
<td class="lineTop">07/29/2014 12:39 PM</td>
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<td class="headerSide">Title:</td>
<td class="lineTop">Command Center Troubleshooting FAQs</td>
</tr>
<td class="headerSide">Description:</td>
<td class="lineTop">
Command Center Troubleshooting FAQs</td>
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<H3>Command Center Troubleshooting FAQs</H3>

Microsoft Windows Versions: All

Products: Command Center

Subject: Troubleshooting Command Center
<H2>Summary</H2>
Command Center (CMC), formerly known as Radiant Deployment Framework (RDF), i
s a complex system with several components, often spread across diverse networks
. This introduces several points of failure. This document serves as
a starting point for troubleshooting connectivity issues in CMC.
<H2>Information</H2>
<H3>Definitions</H3>
Technicians login to the CMC Client, and the CMC service runs at ea
ch store in the system. There are multiple components at the site level, f
or the BOH and FOH terminals. The following sections discuss each and offe
r troubleshooting steps for each. For more general questions, see RKS doc
10017, the <A onclick="parent.parent.taskFrame.loadTask('/radiantKS/document_vie
w.cfm?documentId=10017','View Document #10017','RDF FAQ doc');return false" href
="/radiantKS/document_view.cfm?documentId=10017" target=_new>RDF FAQ doc</A>.&nb
sp;
<H3>CMC Client</H3>
When a technician runs the CMC Client, it may fail to connect to the CMC
Servers at the data center for various reasons. If you run the client and
it fails to connect, verify the following:
<UL>
<LI>Executable: the filename for the client must always be RDFClient.exe and res
ide on the local machine. If you have some other name for your client exec
utable, delete the current executable and download the latest copy from the
following URL and unzip to the same path as the previous executable (recommende
d C:\RDF):</LI></UL>
<BLOCKQUOTE>
<A href="https://rdf2.alohaenterprise.com/client/RDFClient.zip" target=_new>h
ttps://rdf2.alohaenterprise.com/client/RDFClient.zip</A></BLOCKQUOTE>
<UL>
<LI>Network: verify your connectivity to the CMC Servers by opening Interne
t Explorer and accessing the following URL:</LI></UL>
<BLOCKQUOTE>
<A href="https://rdf2.alohaenterprise.com/index.html" target=_new>https://rdf
2.alohaenterprise.com/index.html</A>
 
If you cannot access this page without errors, you will not be able to connec
t with CMC. </BLOCKQUOTE>
<UL>
<LI>Certificate errors: If in the previous step, you encounter any certifi
cate errors or prompts, download and install the Root Certificates Update, avail
able here:</LI></UL>
<BLOCKQUOTE>
<A href="https://rdf2.alohaenterprise.com/client/rootsupd.zip" target=_new>ht
tps://rdf2.alohaenterprise.com/client/rootsupd.zip</A>
 
Once you have installed the update, reboot and try again.</BLOCKQUOTE>
<UL>
<LI>Not Found: If you get a server not found error, then verify your DNS by runn
ing the following command from a command window:</LI></UL>
<BLOCKQUOTE>
ping rdf2.alohaenterprise.com
 
The name above should resolve to an IP of 206.123.121.24. If you cannot
resolve this IP, you have DNS issues or an errant entry in your HOSTS file.&nbs
p; If the IP is resolved, but the ping fails, then you likely have a firewall bl
ocking access.</BLOCKQUOTE>
<UL>
<LI>Ports: The CMC client requires outbound access on the standard we
b access TCP ports, 8080 and 443, as well as the SSH port (22) for VNC (optional
). Verify with your network administrator that all of these ports can acce
ss the following IPs:</LI></UL>
<BLOCKQUOTE>
206.123.121.24 :: rdf2.alohaenterprise.com (all traffic except VNC)
206.123.121.26 :: rdfs.alohaenterprise.com (VNC traffic - "Window
s" - prior to HbRdf.dll v1.0.7.0)
206.123.121.27 :: ssh.alohaenterprise.com (VNC traffic - "Native"
- HbRdf.dll v1.0.7.0)</BLOCKQUOTE>
<H3>Store Side Connectivity</H3>
Sometimes stores do not connect to the CMC Servers after being installed
. This can occur for a number of reasons. Following are steps to che
ck to try to correct this.
<UL>
<LI>Environment: CMC currently requires the IBERDIR variable to be defined
and pointing to the correct location. As this is also generally required f
or POS to function, it is often not a problem. If your BOH pc has an incor
rect or recently changed value for the Iberdir, see below.
<LI>Pollcheck.exe: Verify that the size of Pollcheck.exe is not 145KB.&nbs
p; Currently, the correct size is 213KB (subject to change with successive relea
ses). If the size is 145K or smaller, download the latest CMC Install
er and reinstall. Pollcheck.exe resides at %Iberdir%\FTP\Pollcheck.exe.</L
I></UL>
<BLOCKQUOTE>
The CMC installer can be found here:
<A href="https://rdf2.alohaenterprise.com/client/RDFInst.zip" target=_new>htt
ps://rdf2.alohaenterprise.com/client/RDFInst.zip</A></BLOCKQUOTE>
<UL>
<LI>Service: The CMC Installer will register Pollcheck.exe as the "Radiant
Heartbeat" service if it is not previously installed. Some versions of POS
will also register Pollcheck, but it often uses the name of "Aloha Polling Syst
em".
<UL>
<LI>Verify the service will start/restart without errors. If the service w
ill not start, see next section "Service Failure"
<LI>Verify the executable path in the service properties points to the correct,
path of %IBERDIR%\FTP\Pollcheck.exe</LI></UL>
<LI>Service Failure: There are a number of reasons why the service could f
ail to start, but chief among them is that the service is pointing to the wrong
path. While this can be corrected by editing the registry manually, there
is a simpler, safer way.
<UL>
<LI>To unregister the service, open a command prompt and type: SC DELETE POLLCHE
CK
<LI>Run RDFInst.exe to reinstall the service
<LI>Verify the service name, executable path, and that it has started</LI></UL>
<LI>Aloha Keys: CMC reads the Aloha key numbers from the Aloha.ini in the %Iberd
ir%\Data folder to determine what the key number for the site is. Verify t
hat the key numbers are entered correctly and do not contain any spaces or junk
characters outside the range of 0 to 9 and A to F.

<LI>Windows 2000: Machines running any version of Windows 2000 may require an up
date to the Root Certificates. This is available as an optional update thr
ough Microsoft Update, or you can install it from this patch:
<UL>
<LI><A href="https://rdf2.alohaenterprise.com/client/rootsupd.zip" target=_new>h
ttps://rdf2.alohaenterprise.com/client/rootsupd.zip</A></LI></UL>
<LI>Network configuration: The store side components connect to the datacenter v
ia standard TCP ports (80 and 443), to rdf2.alohaenterprise.com. For VNC a
ccess, TCP port 22, 80, or 443 can be used, and these connections are made
to rdfs.alohaenterprise.com. This port is configurable by the user in the
RDFClient. Other services may require connections to other hosts in the sa
me domain, depending on the service. Minimally, for site commands and VNC
to work, the following must be allowed through the site firewall:
<UL>
<LI>TCP 80 and 443 outbound to rdf2.alohaenterprise.com (206.123.121.24)
<LI>TCP 22, 80, or 443 outbound to rdfs.alohaenterprise.com (206.123.121.26)&nbs
p; </LI></UL></LI></UL>
There is a log file on the BOH server at %Iberdir%\RDF\RDFLog.txt that is oft
en helpful in determining why a site cannot connect. Also, sometimes viewi
ng the Application Event Viewer may show information relevant to CMC errors
.
<H3>Terminals Not Showing Online</H3>
When CMC is initially installed, it copies some files to the %Iberdir%\B
IN folder. These files are synchronized by FOH at the next restart of POS,
which is often a Refresh Data or End of Day event. At that time, the POS
synchronizes, restarts, and registers the FOH CMC components. If term
inals do not connect to CMC and show online after synchronization of BIN, c
heck that there are no read-only files in the BIN folder on either the BOH or th
e terminals, verify that the environment variables defined in the Ibercfg.bat (o
r whatever batch file starts POS) match what is defined for the System Environme
nt Variables.

Terminals maintain a log in the Aloha TMP folder named TermInstLog.txt that m
ay be useful in determining the root of a problem.

Once the terminals have synchronized after the initial install, each terminal
should have an RDF folder inside its Aloha folder (%localdir%). In this f
older is an rdf.ini. In this file is an "Environment section" [Env], which
records the environment in which POS runs, as is pertinent to CMC. Verify
that the variables contained in this section match the terminal's system enviro
nment variables, and the terminal's Ibercfg.bat that runs POS. Sometimes,
the Term value will equal 1, for example, when the term is actually term3.
In that case, change the value to 3 in the rdf.ini, verify that the system envi
ronment variable, if defined, is also 3, and that the Ibercfg.bat has the same.&
nbsp; Then restart the terminal, and it should try to communicate to the BOH&nbs
p;CMC component as term3.

<H3>Terminals Are Incorrect After Swapping At Site </H3>
If terminals are "swapped" at a site, then manual intervention is usually req
uired to have them update to reflect correctly in the CMC Client. Whe
n terminals first connect to the BOH server, the server will add their MAC Addre
ss and term# to the rdf.ini in %iberdir%\rdf. The terminals record their o
wn term # in the %localdir%\rdf\rdf.ini as well as "Term=#". If, for examp
le, terms 3 and 4 are "swapped", which includes changing the Windows computer na
me and "Term" environment variable, they will be "crossed" in CMC. Term3 w
ill actually be term4, and vice versa. In order to get this corrected, you
can either manually edit the rdfi.in files (if you know which terms were swappe
d where), or just start over and let the system re-create the files. If yo
u wish to let the system recreate the files, simply delete or rename the rdf.ini
values in question, or if no other settings are present, the entire file itself
. Then restart the terminals and either reboot the BOH PC or restart the R
adiant Heartbeat service. When everything starts back up, the terminals wi
ll detect the local "Term" variable, record this in the new rdf.ini, then report
to the BOH with their new Term value, which is recorded, along with their MAC A
ddress, in the BOH rdf.ini. Within 10 minutes, the terminal information in
the CMC Client should be updated.

<H3>VNC Configuration</H3>
VNC is an Open Source application used by CMC for remote desktop co
nnectivity. It is common to find that a site already has VNC and users con
nect to the site (either the BOH or the terminals) with an existing VNC connecti
on. In order to allow CMC to connect over VNC, the "Allow Loopback Co
nnection" flag must be enabled. If no VNC is found, CMC will install only
the necessary VNC files to the RDF folder on the local machine (FOH or BOH) when
ever a user tries to VNC into it for the first time.

Since some users have unique security configurations in place, we have added
the ability to avoid having CMC change the path to the VNC executables so
that a site can continue to use their existing VNC. In order to configure&
nbsp;CMC to not change the "image path" (or "path to executable" in the VNC Serv
ice properties), add the following the rdf.ini in the %iberdir%\rdf folder on th
e machine in question:

[VNC]
ResetVNCImagePath=0
 
Once VNC has been configured to allow users outside of CMC connect, and
this setting has been added, users should be able to VNC in via either method an
d CMC will not change the path to the executable, thereby leaving the non-C
MC VNC settings intact.
 
Sites can (optionally) be configured to run a command or batch file just befo
re the VNC connection is established, and/or one minute after the VNC connection
is closed. These commands are defined on the store BOH server at %iberdir%\rdf\
rdf.ini by the following entries to the [VNC] section, as shown below:
 
[VNC] PreApp=<path> PostApp=<path>
 
Note: You can use batch files, or you can put the command in the <path>
area - this will execute one single command.
 
For example, you could have the following:
 
PreApp=%iberdir%\bin\prevnc.bat
PostApp=shutdown -r -t 1
 
Any batch files called must be present on the target machine. These set
tings are propagated to the terminal, so unless the batch file being called is a
lso located on the terminal at the same path, the call will fail. Even if
the call fails, VNC will still connect as usual. 
 
<H3>VNC Does Not Show All Windows (Alpha Blending)</H3>
When connected through VNC, users have reported that they are unable to v
iew certain screens, such as Aloha TakeOut. In order to view these screens
in VNC, you must enable Alpha Blending (this is primarily a .Net 3.0 feature).
This will be done by default in future releases of Command Center. However to en
able manually you must edit the registry to enable. Perform the following to ena
ble Alpha Blending in the Windows Registry: 
 
The incorrect use of Windows Registry Editor can lead to serious, system-wide
problems that might require the reinstallation of the operating system. U
se this tool at your own risk. 
 
New registry entries described in this document are enclosed in quotation mar
ks. Please ignore these quotation marks when adding the entry in the Windo
ws Registry. All Registry entries are case sensitive. 
<UL>
<LI>To open the Windows Registry Editor, select Start/Run, type REGEDIT, and cli
ck OK.
<LI>Path out HKEY_LOCAL_MACHINE\SOFTWARE\ORL\WinVNC3\Default.
<LI>Verify the CaptureAlphaBlending value exists in the folder. If it does
, double-click it and change Value Data to '1'. If it does not exist, choo
se Edit/New/DWORD Value and name the key 'CaptureAlphaBlending'. Then doub
le-click the entry and change Value Data to '1'.
<LI>Select Registry/Exit to exit the Windows Registry Editor.
<LI>Restart Windows. </LI></UL>
<H3>General VNC Troubleshooting</H3>
Connectivity via VNC can fail for several reasons, including other, conflicti
ng installations, as well as an invalid service configuration for the Radiant He
artbeat service. If you are trying to connect to a site with VNC through C
ommand Center and it never makes the connection, perform the following steps:
 
1) Verify the VNC binaries are in place. Go to File Manager, select "rd
f" as the remote path and hit "Load List". Verify that "vnchooks.dll" and
"WinVNC.exe" are present (in the %iberdir%\rdf folder). If they are not bo
th present, go to the %iberdir%\BIN folder and find HBCommon.dll and delete it i
f present. Then select Query Services, Radiant Heartbeat, right click and
select "Restart Service". The site will momentarily disconnect, and then it will
download a new copy of HBCommon.dll to BIN. The next time you try to VNC
to that machine, it should automatically extract the vnc files to the RDF folder
.
 
2) Verify the service configuration. Since you can't VNC into the site,
you may need to have someone at the site open the service control manager to ve
rify that the Radiant Heartbeat service is set to logon using LocalSystem and ha
s the "Allow service to interact with desktop" option flagged. If it is no
t configured this way, change it and restart the service and try VNC again.&nbsp
; 
 
If no one is available at the site to check this, you can use a batch file to
change the service configuration remotely. On your local machine, create
a new text document and rename it to whatever you like, such as "reset.bat".&nbs
p; Inside this batch file, add this single line:
 
sc config pollcheck obj= ".\LocalSystem" password= "
" type= interact type= share
 
Save the batch file, then transfer it using the file manager to a convenient
place anywhere on the target machine, such as the RDF folder. Then use the
Run Command feature to run this batch file (for example, %iberdir%\rdf\reset.ba
t). Then select Query Services, Radiant Heartbeat, and right click and cho
ose "Restart Service" to restart the Radiant Heartbeat service on the target mac
hine. Try VNC again after changing the service startup params.
 
This technique is also useful when you find that the "Capture Screenshot" fea
ture always returns a white empty box, and the "Record Activity" feature always
returns a blank, black screen. The reason being is that in order for the h
butil.exe application to capture the user session data required for VNC, screens
hot, or recording, it has to be able to interact with the local desktop.

 
3) Firewall Configuration: In addition to opening the necessary ports, firewa
lls can also block Command Center at the application layer. Several firewall har
dware manufacturers are now including this type of anti-virus, anti-spyware and
intrusion prevention service. Please check with your hardware documentation on d
isabling this service, or adding pollcheck.exe and WINVNC.exe to the exception l
ist, depending on your security needs. Generally, this may appear in the r
outer configuration as "Enable anti-virus" or "Enable anti-spyware". The r
outer sees encrypted traffic across TCP Port 80, which usually carries plain-tex
t HTTP traffic, and it blocks this since it thinks it may be malicious. Di
sabling these options may allow VNC to begin working.
 
4) Register HbTunnel.dll: Occassionally, VNC will fail to connect on a given
site, even though all configuration appears to be correct. The dll that cr
eates the secure tunnel for VNC access may be corrupt or need to be re-registere
d. First, verify the latest copy of hbtunnel.dll is on the site by attempt
ing to delete the current copy. If it is locked, you may need to stop the
VNC service and restart the Radiant Heartbeat service (and kill any running winv
nc.exe processes). Once the file is not locked and has been deleted, resta
rt the Radiant Heartbeat service, and a new copy will be downloaded automaticall
y to %iberdir%\ftp\hbtunnel.dll. Before attempting any further VNC connect
ions, run the following command from the RDFClient:
 
regsvr32.exe /s %iberdir%\ftp\hbtunnel.dll
 
This command will display a message on the desktop - use the Capture Screensh
ot function to examine it. If it was successful, then attempt a VNC connec
tion - hbtunnel.dll will automatically be registered.
 
For the same issue using CMCagent version of command center use this command:

win7 c:\program files\Radiant systems location
regsvr32.exe /s c:\progra~1\radian~1\cmc\sshtunnel.dll
win7 c:\program files (x86)\radiant systems location
regsvr32.exe /s c:\progra~2\radian~1\cmc\sshtunnel.dll
 
Note: restart Radiant Command Center Agent service after registering this dll
. 
<H3>Summary of Port Usage</H3>
Stores connect to the CMC server on TCP port 80 and 443 to rdf2.alohaent
erprise.com (206.123.121.24). Terminals connect to the BOH on 9150, and VN
C connections tunnel through Port 9200 + X, where X is the term number to one of
3 external ports, 80 (default), 443, and 22 to rdfs.alohaenterprise.com (206.12
3.121.26). The CMC Client uses port 443 for all web communication, po
rt 8080 for socket-level communication, and port 22, 80, or 443 for VNC.

<H3>Other Information </H3>
The CMC Client maintains links to many useful documents under the Info b
utton. Be sure to look there for information on how components of&nbs
p;CMC work and what requirements they have.

See also:
5988 - <A onclick="parent.parent.taskFrame.loadTask('/radiantKS/document_view
.cfm?documentId=5988','View Document #5988','Network Lana Numbers');return false
" href="/radiantKS/document_view.cfm?documentId=5988" target=_new>Network Lana N
umbers</A>
.cfm?documentId=9300','View Document #9300','Radiant Heartbeat');return false" h
ref="/radiantKS/document_view.cfm?documentId=9300" target=_new>Radiant Heartbeat

</A> 
.cfm?documentId=9993','View Document #9993','RDF Quick Reference Guide');return
false" href="/radiantKS/document_view.cfm?documentId=9993" target=_new>RDF Quick
Reference Guide</A> 
10017 - <A onclick="parent.parent.taskFrame.loadTask('/radiantKS/document_vie
w.cfm?documentId=10017','View Document #10017','RDF FAQ document');return false"
href="/radiantKS/document_view.cfm?documentId=10017" target=_new>RDF FAQ docume
nt</A>
 
 
Win7/2008 Settings for Ctl+Alt+del command
Step 1: Win2007 C-A-D FIX 
First, disable interactive services. Go to services.msc >> right click
interactive services and set to disable. 
Set UAC (universal account control) to never notify
Step 2: GPEDIT.msc fix
a. Login to the remote computer as a local or domain administrator.
b. Click the Start Windows button, select Run, type gpedit.msc and press ente
r.
c. In the left section, please navigate to: Computer Configuration - Administ
rative Templates - Windows Components - Windows Logon Options
d. In the right section, please double-click on the Disable or enable softwar
e Secure Attention Sequence policy and click on Enabled.
e. Set the policy option to either Services or Services and Ease of Access ap
plications.
f. Click OK and close the Group Policy Object Editor.
Step 3: Reg Edit Fix
HKLM\SOFTWARE\microsoft\windows\currentversion\Policies\System\SoftwareSASGen
eration REG_DWORD=1
C-A-D should work after the reboot
Step 4: Reboot

 

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<head>

<title>Radiant Knowledge System</title>

<H3>Command Center Troubleshooting FAQs</H3>

characters outside the range of 0 to 9 and A to F.

hot, or recording, it has to be able to interact with the local desktop.</P>

ref="/radiantKS/document_view.cfm?documentId=9300" target=_new>Radiant Heartbeat

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S CMC in Depth RKS 10010

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<head>

<title>Radiant Knowledge System</title>

<H3>Command Center Troubleshooting FAQs</H3>

characters outside the range of 0 to 9 and A to F.&nbsp;

hot, or recording, it has to be able to interact with the local desktop.</P>

ref="/radiantKS/document_view.cfm?documentId=9300" target=_new>Radiant Heartbeat

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characters outside the range of 0 to 9 and A to F.