Performing Advanced Tasks
When working with accounts, you might need to investigate the customer network, send information to the customer's device, or update device firmware. This chapter describes how to:
•View and manage event logs
•Set up local GUI access
Advanced tasks appear on the left side of the Customer Support tab. To view advanced tasks, click Advanced. To view a specific task, click view.
Note The available tasks and the order in which they appear depend on how your Prime Home installation is configured, and on your user level (CSR or Admin).
Working with Event Logs
Event logs record information about TR-069 communications between the device and the ACS, such as when data is sent to or received from a device, error messages, and the results of scripts or scheduled events. You can view event logs at different levels of detail, print event logs, and configure the amount and type of information collected. Logs are kept for a maximum of 10 days.
The Event Logs window (Figure 6-1) displays a list of recent sessions by date and time and a menu for configuring the logging level.
To view the Event Logs window, click view.
Figure 6-1 Event Logs Window
Refreshing the Event Logs List
To refresh the Event Logs list, click . The Recent Sessions list displays the most recent sessions.
Viewing a Session Log
To view a session log:
Step 1 In the Event Logs window, click a log file.
The logged information appears in the Session Log.
Step 2 Use the icons in the top-right corner of the session log to:
Print the log.
Expand the log to fill the window.
Collapse the log display.
Close the log file.
Step 3 Depending on the event logging level, check the following check boxes to view trace and SOAP details in the log:
•Show Trace Detail—Provides detailed information about events captured by the log. You can view the parameter and properties used, as well as detailed information about script execution.
•Show SOAP Detail—Displays the XML communications with the device for each event in the log.
Setting the Event Logging Level
Prime Home lets you set a level for capturing events to the log. The level applies to the device. If a device is functioning well, you might want to turn off logging to reduce traffic or to avoid using up disk space. Conversely, if a customer reports a problem, you might want to turn on a higher level of logging to troubleshoot the problem. The following logging levels are available:
•No logging—No log information is recorded.
•Info—Records when the device connects to the server and information about any events that occurred, such as inform or upgrade events.
•Debug—Records session and script information, including parameters used in scripts and the calls made by the scripts to the device.
•Network—Saves a complete record of all network traffic sent and received, in addition to session and debug information.
To set the event logging level:
Step 1 Open the Event Logs window for an account.
Step 2 In the Configure Logging Detail section, choose a logging level for the device.
The system displays a message that the logging level was changed.
Using the Parameter Browser
The Parameter Browser window displays device data in a tree hierarchy. The data model is based on the TR-098 specification but includes Prime Home extensions. You can browse the hierarchy and select a parameter to view its properties and parameter values.
To view the Parameter Browser window (Figure 6-2), click view.
Figure 6-2 Parameter Browser Window
The Parameter Browser uses color to categorize information:
•Black text—Shows TR-098-specified attributes for which data has been gathered.
•Grey text—Shows TR-098-specified attributes for which no data has been gathered.
•Orange text—Shows data not specified by the TR-098 specifications.
To view device parameters:
Step 1 Open the Parameter Browser window for an account.
Step 2 Use the plus and minus icons to display more of the parameter hierarchy until you see the parameter you want to investigate.
Step 3 Click the parameter.
Step 4 The parameter's properties appear in the Properties section of the Parameter Browser window. Click the Expand icon to expand the Properties view.
Step 5 Use the icons on the Parameter Browser window to customize the display:
Expand the parameter hierarchy.
Collapse the parameter hierarchy.
Expand the Properties section to fill the window.
Collapse the Properties section.
Close the Parameter Browser.
Managing Device Synchronization
The Synchronization window (Figure 6-3) lets you view parameters that can be synchronized between the device and server. You can see which applications need to be initialized or synchronized, and you can select items to synchronize. Use the Synchronization window to assess any synchronization failures that occur when you use the primary tools under the Account and Services menus (on the left sidebar).
Do not use the Synchronization window for routine synchronizing of applications. Instead, use the primary tools under the Account and Services drop-down menus; doing so invokes multiple applications that synchronize the entire device, not just parts of the device.
Figure 6-3 Synchronization Window
Resolving Synchronization Failures
If you receive a "failed to sync" error while using the primary tools under the Account and Services menu, do the following:
Step 1 Expand the Advanced drop-menu on the left sidebar.
Step 2 To the right of the Synchronization option, click view.
The Synchronization window opens.
Step 3 In the State column, locate the "Failed" notification and check the corresponding Pending Sync check box.
Step 4 Click Save to force the selected application to resynchronize.
Step 5 Verify that the "failed to sync" error clears.
Working with Scripts
The Scripts window (Figure 6-4) lets you add predefined scripts to a queue. Scripts in a queue run against the device the next time it checks in. For more information about defining scripts, see Managing Scripts.
To view the Scripts window, click view.
Figure 6-4 Scripts Window
Adding a Script
Scripts define actions to be taken for a device. Prime Home supplies some scripts, and system administrators can write additional scripts. The scripts can address any parameters in the data model. For example, there is an included script to set the inform interval.
When you work with scripts in the context of an account, you select a script from a menu. You might need to specify parameters that the script requires to run. The script is placed in a queue, and it executes the next time the device checks in.
You can also view past script results from the Scripts window.
To add a script to the queue:
Step 1 In the Scripts window, choose a script from the Select Script menu.
Step 2 Click Add Script to Queue.
Step 3 If requested, specify script parameters.
Step 4 Click OK.
Step 5 If desired, add more scripts to the queue.
Step 6 Click Save to save your changes.
The Script Log displays the pending scripts.
Viewing Script Results
To view script results, click a script in the Scripts window > Activity column.
Activities that are complete are shown in blue text. The status field is blank.
The Script Log Detail window (Figure 6-5) shows the results of the action.
Figure 6-5 Script Log Detail Window
The Update Firmware window (Figure 6-6) lets you specify a new version of firmware to be applied to a device. The update is placed in a queue and the firmware is updated the next time the device checks in.
The Update Firmware window lists any installed firmware updates that are available for the specified device model.
To view the Update Firmware window, click view.
Figure 6-6 Update Firmware Window
Queuing a Firmware Update
To queue a firmware update:
Step 1 In the Update Firmware window, select a firmware version.
Step 2 Click Add Firmware Update to Queue.
Step 3 Click Save.
Replacing a Device
If a device malfunctions, you might need to replace it. The Replace Device window (Figure 6-7) lets you copy settings from the currently displayed device to another device.
Note Make sure that the device from which you want to copy settings is selected and displayed on the Customer Support tab.
To display the Replace Device window, click view.
Figure 6-7 Replace Device Window
Copying Device Settings to Another Device
To copy device settings to another device:
Step 1 In the Replace Device window, click Select Device.
Step 2 Do one of the following to locate a device:
•Use the New Device tab to enter information about a new device that will check into your system in the future.
•Use the Existing Device tab to locate an existing CPE device not currently assigned to a subscriber. Click the device serial number to select it.
•Use the Activation Server Device tab to locate a CPE device.
Note Depending on how your Prime Home installation is configured, you might not see the Activation Server Device tab.
Step 3 Click the device to which you want to copy settings.
Step 4 Verify that the selected device is the correct one.
Step 5 Click Copy Settings.
After you copy the settings, the page reloads the information about the device that received the settings. You can then make changes to the new device.
Setting Up Local GUI Access
The Local GUI Click Through window (Figure 6-8) lets you create a link to the user interface for a device. This link enables a CSR to access local statistics maintained by the CPE device, or configure device-specific settings that are not available through the Prime Home interface.
To view the Local GUI Click Through window, click view.
To set up local GUI access:
Step 1 In the Local GUI Click Through window, check the Enable Local GUI Access check box.
Step 2 Click Save.
Step 3 After the device has updated, return to the Local GUI Click Through window to use a link to the device user interface.
The link remains active for about 15 minutes. After that, access must be re-enabled before you use it again.
Figure 6-8 Local GUI Click Through Window