FAQ

The system supports the following browser versions:

• Firefox 50 and later
• Chrome 44 and later

The Forward, Back and Refresh buttons of browser is not supported.

The Firefox browsers are frequently updated. Some webpage parsing errors might be introduced in some versions, which might cause display errors on some pages. If the display errors affect the usage of the system, use another browser. Otherwise, you can ignore these webpage errors.
A known error is as follows:
When you access the system by using Firefox11 or later versions, the Expand and Collapse icons for tree nodes on a system page cannot be correctly displayed, but they can be clicked. This error does affect the function of expanding and collapsing the tree.

To prevent data errors, do not open links in new windows, and do not access the same system server in more than one browser window or in more than one tab of the same browser window.
To ensure normal operation, use the default plug-in settings of the browser.

To restore the defaults of the Firefox browser, remove all contents from the following folder: C:\Documents and Settings\Current Username\Application Data\Mozilla\Firefox.

To solve the problem, modify the Firefox setting as follows:

1. Select Tools > Options.
2. Click the Security tab.
3. In the Passwords area, deselect the Remember passwords for sites box.
4. Click OK.

The security settings of the local operating system affect execution of Telnet commands. To ensure correct execution of the commands, restore the defaults of your browser. For more information, see "How do I restore the defaults of the Firefox browser? "

To resolve this issue, check your Firefox browser settings and version:

• Turn on JavaScript
• in Firefox:
  a. Select Tools > Options.
  b. Click the Content tab.
  c. Select the Enable JavaScript box and click Advanced next to it.
  d. On the Advanced JavaScript Settings dialog box, select the Raise or lower windows box and click OK.
  e. Restart Firefox.

• If the issue is not resolved, close all other tabs in Firefox and try to open the window from the topology page again.
• If the issue still exists, upgrade Firefox and JRE to stable versions, for example, Firefox 3.6.27 and JRE 1.6.0_31.

This problem is caused by the JavaScript parsing errors of the Chrome browser. To solve the problem, manually switch the pop-up Web-based management page to the most front, or use Firefox.

This is a server limitation problem. When you click the Backward button on the homepage, the server records this action and navigates you to the homepage by the first click of the Forward button. To enter the next page, you need to click the Forward button once again.

Make sure you specify an existing file name for uploading. Otherwise, the operation will fail, and even browser command errors might appear. This is a browser issue. To avoid this issue, browse to the file to be uploaded instead of manually entering the file name.

This issue is due to browser defects. To resolve this issue, go to another page by clicking a tab.
To avoid this issue, click Browse to select the file to import instead of entering the file name.

To improve efficiency, the system deletes devices in parallel processes. If devices have cross links, they might not be deleted. To delete these devices, select them and click Delete again.

The system identifies all devices as PCs if they can be pinged but cannot be accessed through SNMP. To resolve this issue, check and correct the SNMP read/write community settings for these devices so they can be correctly identified at next poll.

The issue appears due to one of the following reasons:

• The system cannot receive a response from the device within the SNMP response timeout because of a network connectivity problem.
• MIB implementation of the device is incorrect.

The issue appears due to one of the following reasons:

1. The Scan Devices on the Segment option is selected for auto discovery, and the network includes large segments. For example, if all devices in a network segment with the mask 255.255.0.0 cannot be pinged, the system must perform three ping operations for each device. If the system uses the default timeout periods of 1 second, 2 seconds, and 4 seconds, the total seconds needed for the ping operations are (1+2+4) * 254 * 254, which equals 451612 seconds (longer than 5 days).
2. The auto discovery process is not affected by the number of manageable devices permitted by the license. To ensure data integrity and availability, auto discovery continues until all devices on the network are scanned or until it is manually interrupted. When the upper limit of devices permitted by the license is reached, no more devices can be added to the system Platform.

No.the system uses SNMP++, which requires the SNMPv3 username be globally unique.

The resource group page is not refreshed in real time when your management rights are changed. You can view devices in the resource group, but you cannot manage them. When the system refreshes the resource group page, you will no longer be able to view these devices.

This issue appears when the operator account does not have the privilege to view all custom views. When you receive this message, a view with the same name must already exist, but you do not have the privilege to view it. As a result, you cannot add the custom view again. To resolve this issue, change the name of the custom view to be created. Similar problems might occur in other occasions.

Check whether the HTTP port for the system service is being used by another application. If it is, release the port and restart the operating system.

The Online Operator list might include operators who have logged out by directly closing the browser. When the operator idle timeout expires, the system automatically removes such operators from the list.

The system has a rule to always permit access requests of local administrators. This rule takes precedence over the rule with a specific IP address. As a result, you cannot block local administrator logins by denying the local host address.

The system does not display the pie chart when all values are zero.

The default time format is yyyy-mm-dd hh:mm:ss. The system can automatically pad zeros in the value. For example, if you enter 2013-4-30 10:30:5, the system automatically changes it to 2013-04-30 10:30:05. If you use another time format, the system displays an error message.

• The query operation supports wildcards: asterisks (*) and question marks (?). The asterisk matches one or more characters, and the question mark matches one single character.
• If no wildcard is specified, the system automatically adds asterisks to both ends of the query string.
• If wildcards are included, only the wildcards in the query string provide wildcard matching.
• To query exact matches of the asterisk (*), question mark (?), or backslash (\), type a backslash (\) before the character. For example, to match the asterisk (*) character, type \*.
• If the SQL Server database is used, the query string is case insensitive. If the Oracle database is used, the query string is case sensitive.
• If the SQL server database is used, the query string cannot include brackets ([ ]).
• On custom widgets of the homepage, you cannot search by using wildcards ? and *.

Do not use the database reserved characters as the query or filter criteria. For example, do not use brackets ([ ]) as the query or filter criteria in SQL server databases.

This issue occurs because the browser displays continuous spaces in an HTML page as one space. However, the string stored in the system includes all input spaces.

To simplify operation and prevent mistyping, the system automatically deletes all spaces before and after the text, except for passwords. If you enter a string of spaces in a field, the system considers the field as null,do the same with the input password.

No. All operator and user names in the system are case-insensitive. For example, the system considers the names admin, Admin, and ADMIN as one operator.

This is caused by the cache of the browser. When this problem occurs, delete the Internet temporary files and open the topology view again.

It does not support other formats.

Loading a topology view is time- and resource-consuming when there are a large number of nodes. When the system is loading a topology view, you might not correctly open another topology view. HPE recommends not opening another topology view while a topology view is being loaded.

The system displays this message when another device with the same IP address already exists. You cannot add the device to the system if the device's VPN address is the same as a public network address or another VPN address in the system.

The system displays the page for you to view details of the custom view to which you have just added devices and refreshes the topology window in real time. You can switch to the topology window as needed.

This is because the number in the navigation tree does not include the Layer 3 devices.

This is because the node you want to open or locate is hidden or already deleted from the system.

The close action might cause the browser to send an incorrect HTTP request, which makes the system considers the operator to be offline. Do not perform such operations.

The problem occurs due to a JRE bug. To avoid such a problem, do the following actions:

1. Do not add more than one topology widget to the home page.
2. Click the Refresh button on the toolbar of your browser.

For more information about this problem, go to http://bugs.sun.com/bugdatabase/view_bug.do?bug_id=5062191.

This problem occurs when you select Automatically adjust clock for daylight saving changes for some time zones on Windows Server 2003 or earlier. To solve the problem, clear the Automatically adjust clock for daylight saving changes box.

This problem occurs when Firefox does not allow you to close the current window by using the scripts. To resolve this problem, change the script settings in Firefox:

1. In the address bar, enter about:config. If you see a warning message, click I'll be careful, I promise!
2. In the preference list, double click dom.allow_scripts_to_close_windows and set the value to true.
3. Restart Firefox.

When the operator's privilege level is reduced, the system automatically deletes the favorites to which the operator has no privilege to access from My Shortcut.

The system uses $SYSTEM to  indicate system operations that are automatically complete according to internal processing rules, such as device polling and automatic process execution.

Make sure the characters you input are in the character set that is selected during the system installation.

To speed up queries, the system automatically caches the number of total pages obtained in the last query and uses the cached number to navigate you to the last page. When the last page is displayed, the system recalculates the number of total pages and displays the result at the bottom of the page.
If more entries are added between the two queries, the total pages are inconsistent. To browse new entries, use the navigation icons at the bottom of the page.

Check whether multiple devices managed in the system use the same MAC address. If so, remove duplicate devices, resynchronize devices, and view the device topology again.

The system uses Ajax to enable asynchronous data exchange without affecting the display and behavior of the existing page. Concurrent page loading and user operations might result in server error messages. In this case, close the dialog box or enter the page again, and refresh the page. Perform your operations when the page is completely loaded.

The time on the topology message box is the time when the client receives the broadcast frames, and the operation time on the system list page is the server time. This problem occurs when the client time and the server time are different. To solve this problem, synchronize the client time with the server time.

This message appears when the system has  heavy load that results in slow server or database response. When you receive this message, wait several minutes or until the load drops.

Follow these steps to solve the problem:

1. Click Control Panel > System and Security > Administrative Tools > Services to enter the window for setting services.
2. Select the DNS Client service, right-click it, and select Stop from the shortcut menu.
3. Start the system process again in the Intelligent Deployment Monitoring Agent.

To display the topology embedded in a web page in the full screen:

1. Click the icon on the lower right corner of the screen.
2. Press F11 to use the full-screen function of the browser.

The NQA entry is a ping task for device management. With the task, the system automatically creates the NQA entry on the device to probe the adjacency between network devices and guarantee the accurate network topology calculation. Do not delete the entry.

In the Oracle database, the arrangement method for the fields starting with any of {}|~ is different from other databases. In some cases, the system must re-arrange a list obtained from the database. Therefore, the re-arranged list is different from the list obtained from the database. As a result, these fields are arranged incorrectly in the system. Because modifying the default arrangement method of Oracle might reduce the table query performance, do not modify the default arrangement method of Oracle. When setting information in the system, avoid using fields starting with the special characters mentioned above.

The system supports setting the trap destination for only Huawei, Intelbras, HPE MSM, Cisco, Cisco Nexus and NEC QX devices. More specifically:
1. The system sets the trap destination for HPE ProCurve devices through only SNMP. Make sure the SNMP parameters are the same as those configured on the devices.
2. The system sets the trap destination for Intelbras, Cisco, Cisco Nexus and NEC QX devices through SNMP first. If the setting through SNMP fails, the system logs in to the devices through Telnet or SSH and configures the trap destination at the CLI.
3. The system sets the trap destination for HPE MSM devices after logging in to the HPE MSM devices through SSH. Make sure the login type is SSH and the SSH parameters are the same as those configured on the devices.
4. The system sets the trap destination for Huawei devices after logging in to the Huawei devices through Telnet or SSH. Make sure the login type is Telnet or SSH and the Telnet or SSH parameters are the same as those configured on the devices.

The system uses the Network Assets module to determine whether a device is a stack device. Therefore, you must install the Network Assets module.
A device is a stack device if it meets the following requirements:
1. Asset information about the device exists in DAM.
2. In the network asset details of the device, the Asset Class is Stack.
3. In the network asset details of the device, the number of devices with the Asset Class being Chassis is more than 1, which indicates that there are more than one stack member.

PLAT 7.0 (E0201) and later versions support managing IPv6 devices. If an IPv4 device that has been added to the system contains an IPv6 address, and the device information is not manually or automatically synchronized after the upgrade, the administrator can add the device to the system again through its IPv6 address. In this case, an alarm appears to prompt that devices are repeatedly added after the synchronizes the device information.
To avoid this problem, an administrator must manually synchronize such devices before adding IPv6 devices, or delete the repeatedly added devices when the alarm appears to prompt that devices are repeatedly added.

In Windows 7, the Telnet client feature is disabled by default. To resolve the problem, follow these steps:
1. In the Control Panel window of Windows 7, click Programs, and then click Turn Windows features on or off in the Programs and Features area.
2. On the Windows Features window, select Telnet client, and click OK.
The Telnet feature can be used after the settings above take effect.

To be compatible with earlier versions that support multiple fonts, the HTML5 topology allows you to enter fonts when you select fonts. You can enter fonts that the browser client supports as needed.

This error occurs because the msvcp100.dll and msvcr100.dll files are missing in the %windir%\System32 directory in Win32 environment.

To solve the problem, perform one of the following tasks:

• Copy the msvcp100.dll and msvcr100.dll files in the System\client\repository\imc\lib\win32 directory to the %windir%\System32 directory.
• Install vcredist_x86.exe.

NOTE:
The %windir% string represents the Windows installation path, for example, C:\Windows.

To solve this problem, follow these steps to disable the flash plug-in of the Chrome browser:
1. Enter chrome://plugins/ in the address bar of the Chrome browser.
2. Click Details in the upper right corner of the page to display the plug-in details.
3. Click the Disable link for the flash plug-in of the PPAPI (out-of-process) type.

To resolve the issue, upgrade the Chrome browser to version 36 or later versions.

When you configure parameters for an uploaded file or images, carefully read the tips of the parameters. If you enter an invalid value, the uploaded file or image is automatically cleared.

This happens because the system automatically adjusts the font, font size, and font color to fit different themes. This does not affect the use of the system.

This problem occurs only in Firefox 30. This problem does not affect the usage of the system. To resolve this problem, use Firefox of a later version.

When system is loading data, the data loading process of the system might be interrupted if you quickly click other functional points. As a result, the data might be incompletely loaded on the page, the page might be blank, or even errors might occur on the page.
To avoid this problem, do not click other functional points when the data is being loaded. To solve this problem, refresh the page to reload the data.

When you double-click a page, a partial area will be selected. This problem is caused by the browser, and it does not affect the usage of the system. When this problem occurs, click any other area to deselect the area.

The system desktop edition is designed for tablets. The screen of a smartphone is so small that is cannot well adapt to the system desktop edition. Therefore, the system login page on a smartphone does not provide the entry for the system desktop edition.

To prevent unexpected errors, do not use the back function of the browser for the system navigation.

The MAC vendor field does not support sorting or query because it does not belong to the History Access Log and Unauthorized Access tables in the database.

This problem occurs because some system pages require initialization operations to be performed before they are accessed. If these system pages are accessed directly by entering URLs of the pages, the initialization operation processes are skipped and page errors occur. To avoid the problem, do not access the system by using URLs of the system pages.

This issue occurs because some Chrome versions might have system page display errors. To resolve this issue, use other browsers.

To resolve the issue, click the Save icon in the toolbar and then reload the page.

You can select multiple devices in the device view list by using one of the following methods:
1.Select the checkbox next to each target device.
2.Press and hold down the Ctrl key and click each target item in the list.
If you click an item in the list without holding down the Ctrl key, the item will be selected and all previously selected items will be cleared.

When you page through the list or configure the number of items per page to display, only the current page, instead of the entire list, is refreshed. If the actual total items of the list change, the number of total items to display is different from the total number of displayed items.

This issue occurs because the lower-level NMS uses an earlier System version. To resolve this issue, upgrade the version to PLAT 7.2 (E0403L02) or later for the lower-level NMS.

This problem occurs because of a low browser version. Use Firefox 35, Chrome 40, or a later version.

As a best practice, configure the browser not to save any passwords of the system.

To query a device globally by IP address, you can specify any interface address of the device, but the IP address displayed in the query result for the device is always the management IP address.

The dropdown list is a third-party widget whose behaviors are not controlled by the system. This behavior does not affect the user operation too much. Please try again.

After a custom application is opened, whether the pages in the window automatically fit the window size depends on the internal pages rather than the system. After the window size is changed, use the refreshing function of the browser by pressing F5 to make the pages fit the window size.

The modal window in the page records the mouse status in the current page. If you press the left button of the mouse when moving the mouse cursor out of the page, the mouse status in the page is not changed no matter whether you press the left button after you move the mouse cursor back to the page. As a result, the modal window still moves as the mouse cursor moves.

The modal window is a third-party component that has bugs. As a best practice, drag the edge near the top of the modal window.

In versions prior to E0603L01, the Reboot Device function requires the Batch Operation right. In E0603L01, the Reboot Device function requires the Reboot Device right, which is under the Batch Operation right. For an operator in a user-defined operator group to use the Reboot Device function, select INC Platform - Resource Management > Resource Management > Batch Operation and then select Reboot Device for the operator group.

This problem is caused by the JavaScript parsing errors of the Firefox browser. To solve the problem, manually switch the pop-up Web-based management page to the most front, or use Chrome.

The system requires that each decimal number of an IPv4 address be an integer in the range of 0 to 255 and have no leading zeros. It can be 0, but it cannot be 00.

When you add a device whose IP address is the interface IP or management IP of a managed device, the device cannot be added. In device view, the devices are searched based on their management IP addresses. In the top search bar, the devices are searched based on all their interface IP addresses. Therefore, some devices cannot be search on the device view page, but can be searched in the top search bar.

CAD images can be uploaded only in a Windows operating system.

The auto placement feature of the topology supports up to 1000 nodes by default. When there are more than 1000 devices, the auto placement feature does not take effect. To modify the number of nodes supported by auto placement, modify the topomodel.layout.size field in the client\conf\topo\webtopoConf.properties file.

To change the maximum number of tabs supported on the home page, perform these steps:
1) Open the restriction.xml file in the /client/widgets/ directory of the INC installation directory, and then edit the value of the spaceMax attribute as needed.
2) Restart the jserver process.

The lower-level NMS device layout in a typology depends on device locations stored in the database. To store the device locations for a lower-level NMS, log in to the lower-level NMS and save the typology. If not, all device location coordinates are (0,0) in the database.

After you click Tree Layout, the system calculates the parent and child devices attached to links. Because the devices attached to a closed-loop link are parent and child devices for each other, the system cannot calculate the result correctly, resulting in the operation failure.

The converged topology contains extended contents of other service components that need to be added to the subview. The custom topology does not contain such contents, so it has a different device selection window.

When you configure parameters for a menu item in the customized navigation tree, only an external link can be configured to be opened in a new window.

This problem occurs because the default page of the basic network management view is the device list page. If the operator clicks Back in this case, the system will be navigated to the previous page, the login page.

Because of a bug in the third-party software to which the system depends, importing a deleted file will direct you to an error page. To resolve the issue, you can log out and log in again. When importing a file, make sure the file actually exists.

By default, the system refreshes widgets on the homepage every two minutes. After you set the refresh interval for widgets on the homepage, the actual refresh time might be delayed, but the refresh interval will not exceed two minutes.

Restricted by the platform framework, the homepage does not support layout operations when it is collapsed. Otherwise, the layout might be abnormal. To resolve this issue, refresh the page and click Custom > Expand All on the homepage.

Restricted by the platform framework, when you click a link in My Favorites, the left navigation pane menus cannot be updated correctly.

Restricted by the platform framework, when you click a link in My Favorites, the left navigation pane menus cannot be updated correctly.

When the full name is set for an operator, the operator full name is displayed as the username. Otherwise, the login name of the operator is displayed.

If a device does not support SNMP, the device does not report its running time. Therefore, the running time is displayed as 0 days 0 hours for the device on the import devices widget.

When you use the Chrome browser, some widgets on the homepage might not display scroll bars and thus might fail to display the contents completely. To resolve this issue, try to refresh the page.

The change in the layout of the list interface is an adaptive behavior of the browser itself and does not affect the normal use of the system. When this problem occurs, you can refresh the interface and re-layout.

Data of the GEO information function in the topology is stored in the device additional information. For the GEO information to be saved and displayed in the topology, you must define fields GEO-X and GEO-Y in the device additional information.

Restricted by the platform framework,if you click a tab on the top navigation bar and then click a function link in the main window, the contents in the main window do not match the navigation menu.