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Table Of Contents
Release Notes for Cisco Enterprise CDN Software, Release 3.0.3
Platform and Operating System Requirements
Determining the Software Version
Upgrading to a New Software Version
Slow Performance and Choppy Playback from Content Engines
Resolved Caveats - Release 3.0.3
Documentation Omissions and Corrections
Enabling CDN Back-Channel Multicasting on a LAN
Using Overlay Images with Playlists
Updating Storage Capacity on Your Content Distribution Manager or Content Engines
Backing Up and Restoring Enterprise CDN Data
Backup and Restore Error Messages
Maintaining the DLT Tape Drive
RealServer Broadcast Splitting
How Special Characters Are Handled in Filenames
Obtaining Technical Assistance
Release Notes for Cisco Enterprise CDN Software, Release 3.0.3
January 4, 2002
Note
The most current version of the Release Notes for Cisco Enterprise CDN Software, Release 3.0.3 is at http://www.cisco.com/univercd/cc/td/doc/product/webscale/content/cdnent/index.htm. The online documents may contain updates and modifications made after the hardcopy documents were printed.
Contents
These release notes describe the following topics:
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Introduction
These release notes support Cisco Enterprise Content Delivery Network (CDN) Software, Version 3.0.3. This release does not ship with a printed user guide or software configuration guide. Refer to the following URL for online versions of the Cisco Enterprise Content Delivery Network Software User Guide Version, 3.0 and Cisco Enterprise Content Delivery Network Software Configuration
Guide, Version 3.0:http://www.cisco.com/univercd/cc/td/doc/product/webscale/content/cdnent/ecdn30/index.htm
System Requirements
Users and CDN administrators interact with the product using a web-based graphical user interface to the Content Distribution Manager that provides easy access to most CDN functions. The following minimum hardware and software requirements apply to each machine that will be used as a workstation to access the Content Distribution Manager.
For more information on configuring your CDN devices, refer to the Cisco Enterprise CDN Software Configuration Guide, Version 3.0.
Network Requirements
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Platform and Operating System Requirements
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Browser Requirements
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Media Player Requirements
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Installation Notes
The following sections are intended to help you upgrade from an earlier version of the Enterprise CDN software to Version 3.0.3. If you are setting up the CDN for the first time, refer to Chapter 2, "Configuring and Activating Enterprise Content Delivery Network Devices," in the Cisco Enterprise CDN Software Configuration Guide, Version 3.0.
Determining the Software Version
To determine which version of the Enterprise CDN software your devices are running, use the System feature of the Content Distribution Manager as follows:
Step 1
http://172.16.0.1Step 2
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The System dialog box appears, displaying information on the selected device.
Step 4
Information on the selected device appears in the System dialog box.
Step 5
V1-7-rc6Upgrading to a New Software Version
You can upgrade your Enterprise CDN software using the two upgrade CDs that accompany the product, or by downloading upgrade files from Cisco.com. Cisco supports the following upgrade sequences:
Version 2.0 —> Version 2.1x —> Version 3.x
Version 2.1x —> Version 3.x
Version 2.9 —> Version 3.x
Upgrading Software from the Upgrade CDs
Two upgrade CDs ship with the product. The CDs contain all the files necessary to upgrade CDN software without Windows Media Technologies (WMT). Use the manual upgrade procedure described in the "Performing a Manual Enterprise CDN Software Upgrade" section to distribute the upgrade files to all your CDN devices.
Upgrading Software from Cisco.com
Upgrades of the Enterprise CDN software are available from Cisco.com, the Cisco customer support portal. Once you have downloaded the appropriate software from Cisco.com, use the manual upgrade procedure described in the "Performing a Manual Enterprise CDN Software Upgrade" section to distribute the upgrade files to all your CDN devices.
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Enterprise CDN software can be downloaded from Cisco.com using either a browser pointed to Cisco.com, or an FTP application connected to the Cisco FTP site. Use the appropriate directions that follow to connect to Cisco.com.
Downloading Software from Cisco.com
To connect to Cisco.com:
Step 1
http://www.cisco.com/cgi-bin/tablebuild.pl/cdn-entStep 2
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Step 3
Step 4
Step 5
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Step 6
Downloading Software from the Cisco FTP Server
In addition to downloading software upgrades for the Enterprise CDN product from Cisco.com, you can also use your web browser to download Enterprise CDN software from Cisco's designated FTP site: ftp://ftp.cisco.com.
Step 1
Step 2
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ftp://userid:password@ftp.cisco.com•
ftp://ftp.cisco.comYou are prompted to log on. If you were given a special access code by e-mail or through a customer support representative, enter the special access code as a user ID and enter your e-mail address as a password in the format user@host.domain. It should appear similar to:
ftp://access_code:userid@host.domain/codedStep 3
cisco/content-delivery/cdn/enterprise/
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Step 4
If you are prompted to open the file or save it to a disk, choose to save the file to a disk. Locate a directory on your hard drive or LAN to temporarily hold the upgrade file and click OK.
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Step 5
Performing a Manual Enterprise CDN Software Upgrade
In order to upgrade your Enterprise CDN software manually, you must:
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Once these steps are complete, you can use the software update feature to install the software upgrade files to subscribed devices. See the following sections for more details on completing each step.
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Creating a Manual Upgrade Channel
To create a manual upgrade channel:
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Step 2
Step 3
Step 4
Step 5
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Step 6
The channel must use this name (and letter case, as well) in order for it to function as an upgrade channel.
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For example, entering 1000 in the field provided and then clicking the MB button sets the size limit of the MANUAL_UPGRADE channel to 1000 MB.
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Subscribing Devices to the Manual Upgrade Channel
Once you have created your upgrade channel, subscribe all the devices requiring a software upgrade to that channel.
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Step 2
Step 3
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The selected Content Engines are subscribed to the MANUAL_UPGRADE channel and receive upgrade files once they are imported to the channel.
To unsubscribe Content Engines from the MANUAL_UPGRADE channel, refer to Chapter 3, "Working with the Content Delivery Network," in the Cisco Enterprise CDN Software User Guide, Version 3.0 for instructions on unsubscribing devices from a channel.
Importing the Software Upgrade Files
To import the software upgrade files to the manual upgrade channel:
Step 1
You will need to import the following files from the CDs (the order in which you do this is not important):
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Step 2
Step 3
When the import is finished, the import status is "complete." Wait 20 minutes before proceeding with the next step.
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Important Notes
This section contains the following important notes about the Cisco Enterprise CDN Software Version 3.0.2 that are not covered in the standard product documentation.
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Multicast Features
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This section describes the following topics:
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Replication-status for Multicast Channels
A lag occurs between the multicast server stopping the serving of a file and the user interface updating the channel replication status to reflect this. To avoid overloading the server by importing new content while the server is still serving files, you need to (1) check the status on the channel console, and (2) check whether the multicast server is serving files. Refer to the documentation accompanying your multicast server (Digital Fountain documentation) for the latter procedure.
Bandwidth Limitation on the Multicast Server
The multicast server has a bandwidth limitation. The maximum transmission rate that it can handle is determined by what the bandwidth limitation of the multicast server you acquire is. If you try to replicate a large number of files through multicast, then the multicast server may serve only a few of these if the total transmission rate of the files (which you set on the Channel Settings page) exceeds the maximum bandwidth setting on the multicast server.
Multicast-Time To Live
When setting up and configuring your CDN, remember that if the multicast Time to Live (TTL) for the Multicast Server is configured to be too low (through the multicast editor), then the multicast may be dropped by some of the L3 hops after the TTL count is reached. All CEs that lie more than the TTL number of hops away will not receive this file through multicast.
File-Size Limitation
The maximum file size that the multicast server can replicate is 2 GB.
Limitation on Number of Files Served
There is a limitation on the number of files that the multicast server can serve at one time. To determine the maximum number of files it can serve, do the following calculation.
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Step 1
If average_file_size is less than 128 MB, then the maximum number of files that can be served is 140.
If average_file_size is greater than 128 MB, proceed to Step 2.
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Step 2
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The value you arrive at in Step 3 is the maximum number of files that can be served.
For more information on file size and file number limitations, refer to Digital Fountain documentation.
Multicast Server Overload Behavior
If you try to have the multicast server serve more files than its configured bandwidth allows, then it does not serve the files that cause it to exceed its bandwidth limitation. Once the multicast server is in this state, removing all the uploads from it does not help it recover; you need to reboot the server.
Limitation on Multicast Timeout Value
If you overload the multicast server by pushing more uploads than the server can handle, it will not start the uploads that exceed its capacity. To prevent this, do not set the multicast timeout (on the Multicast Editor page) to anything over 100,000 minutes.
Manually Starting and Stopping the Multicast Server
If you want to manually start or stop the multicast server, then you need to allow the CDM enough time to recognize that the multicast server has gone offline or come online. After issuing the server stop shell command (refer to Digital Fountain documentation for this procedure), you need to wait 15 minutes before issuing the server start shell command. You can check the Multicast Console page to see whether or not the CDM has detected the change in device status.
Changing Multicast Timeout After Files Have Been Imported
When you set a new multicast timeout value, only files imported after the change use this value; files that were imported before the change continue to use the old timeout value. To force the old files to use the new value, you need to create a new channel with the new timeout and move the files to this channel.
Slow Performance and Choppy Playback from Content Engines
When CDN devices connect to routers or switches that have not been configured to automatically negotiate data transfer modes but have been configured to force the use of one data transfer mode (usually 100 Mbps full duplex), some customers have experienced slow performance and "choppy" playback of media from their CEs.
Decreased playback performance results because the CDN device Ethernet card switches from 100 Mbps full-duplex mode to 100 Mbps half-duplex mode, in which data transmission and reception cannot take place simultaneously.
Most Ethernet cards that negotiate duplex settings and port speeds are programmed to avoid conflicts when transmitting data by switching to half-duplex mode automatically when they detect that they are connected to a device (for example, a hub) that does not negotiate duplex mode and port speed. Ports that are configured to force the use of one duplex setting and port speed prompt this response.
We recommend making one of the two following changes to alleviate the problem of choppy media playback and slow performance resulting from this conflict:
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The decision about which device to reconfigure should be made in consultation with your network administrators and in keeping with your own corporate Information Technology (IT) policies and procedures.
Reconfigure the Router or Switch to Negotiate Duplex Setting and Speed
To change the configuration of the router or switch that your CDN devices connect to so that it negotiates duplex settings and speeds, refer to the installation or configuration documentation that came with the hardware.
If you are unsure of the correct procedure for reconfiguring your hardware, contact the manufacturer's technical support center before proceeding. For questions regarding your CDN software or Cisco hardware, contact Cisco's Technical Assistance Center (TAC). See the "Obtaining Technical Assistance" section for more information on contacting the TAC.
Reconfigure the Ethernet Card to Use Full Duplex
To change the configuration of the CDN device Ethernet card so that it uses full-duplex mode as a default instead of half-duplex mode when autonegotiation fails, use the administrative Set Ethernet Fallback feature. This feature forces your CDM or CE Ethernet card to use full-duplex mode by default, as opposed to half-duplex mode.
To change the Ethernet card to full-duplex mode:
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http://<CDN_DEVICE_IP_ADDRESS>/cgi-bin/restricted/set-mii-fdYou are prompted to log on to the device.
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User Name: adminPassword: defaultThe Set Ethernet Fallback dialog box appears.
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A message appears, confirming the default mode that will be used by the Ethernet card when autonegotiation fails.
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If autonegotiation with the router fails, the device will use the duplex mode you specified.
For questions regarding your CDN software or Cisco hardware, contact the TAC. See the "Obtaining Technical Assistance" section for more information on contacting the TAC.
Caveats
Caveats describe unexpected behavior in Cisco Enterprise CDN software. Severity 1 caveats are the most severe caveats; severity 2 caveats are less serious. Severity 3 caveats are moderate caveats, and only select severity 3 caveats are included.
Open Caveats - Release 3.0.3
All caveats listed in this section are open (unresolved) in Enterprise CDN software, Release 3.0.3.
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The device must be rebooted to recognize any changes made to the DNS page of the user interface.
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If you are using Netscape Communicator Version 4.7 on a Windows 2000 platform, the Get List Of Files functionality on the Media Importer screen fails. This problem occurs whether or not you are using a DNS server.
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If you are using Netscape 4.7 on Windows 2000 and do not have any TV-out enabled devices on your network, the TV Controls page does not show the usual text string "There are no TV Enabled CEs on your network."
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If you are using Netscape, you cannot import directory structures (folders within folders) using FTP. Directory structures are successfully imported when you use Internet Explorer 5.0 or 5.5.
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If you disable stored cookies on your Internet Explorer browser, this makes the Bandwidth page unusable. It also causes the following pages to not load: Identification, TCP/IP, DNS, Proxy, Users, Time Zone, PC Folders, System, and Bandwidth.
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The front cover on the CDN device prevents insertion of backup media. When the unit is rack-mounted, the front bezel prevents easy insertion of backup media without physically removing the front cover, which requires sliding the unit forward in the rack chassis.
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The CDN cannot configure a leap day; if this is attempted, it configures the wrong date.
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The Get List of Files button is not restored if you click the Back button to reach the Media Importer page after obtaining a list of files. To restore the button when you click Back, you need to select another page and then reaccess the Media Importer page for proper page display.
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If you access the Media Editor page after doing a restore process through the Backup/Restore screen, the thumbnails on the Media Editor page do not always appear. However, all of the media can be played through the Content Distribution Manager, Content Engines, and TV controls once you have completed the restore operation.
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Windows Media files may not use the Universal Naming Convention (UNC) to reference a CDN device in embedded URL script commands. UNC is the convention for specifying directories, servers, and other resources on a network, using two forward slashes // or backslashes \\ to indicate the name of the computer, and one slash to indicate path or directory levels within the computer, in this format: \\computer\directory.
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The Media Editor page does not show bit rate and duration information for Active Streaming Format (ASF) file types.
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There is no log file for the multicast server.
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On the TV Controller, if you set a time for the media playlist to begin playback automatically and then manually click the PLAY button at a time other than the designated time, the media does not play.
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On a Content Distribution Manager with two 18-GB hard drives, if you add new channels or set the channel size to anything over 16 GB, you may receive false error messages.
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A software upgrade fails if you click the Upgrade button before replication is complete. To avoid this, after importing the upgrade files, wait 20 minutes, and then check the replication status of the MANUAL_UPGRADE channel to make sure that it is 100 percent complete.
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For multicast channels, replication status on the user interface is inaccurate.
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On the Multicast Editor page, if you enter a very high value for multicast timeout to prevent unicasting, the Content Distribution Manager interprets it as a negative value, and the file is unicast.
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You cannot import a file larger than 2.1 GB.
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If you reboot your Content Distribution Manager during a multicast session, the multicast server loads only the files that the Content Engine has not yet received. However, it does not serve these files.
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If you change the time zone of any of your devices through the Time Zone screen, you need to reboot the device for the settings to be updated.
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The TV Controller and TV Controller open API allow you to create duplicate playlist time lists, that is, two or more playlists that have identical start and stop times.
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The Save Changes and Cancel buttons on the user interface may appear distorted. Workaround: Either clear the browser cache and reload the user interface, or shut down all the browser windows and restart the browser.
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If you have multiple multicast servers set up, Auto Pick picks only the multicast starting IP from one multicast server.
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Coverage zone settings for Content Engines do not work when using a Content Engine is used as a splitter for RealMedia live streaming.
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Transmission of media replication metadata can entirely consume or exceed the bandwidth allocated for media replication.
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A Content Router does not replicate upgrade files if it is subscribed to the channel after the upgrade files were imported to the channel.
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When you make changes to the settings on the PC Folders page, they do not take effect until you reboot your Content Distribution Manager.
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The TV Controller allows nonvideo file types to be added to the playlist.
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In the Description field on the Media Editor screen, if you enter an ampersand (&) or a semicolon (;) in the field, text that follows these characters is not saved.
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If you open the Previewer screen and then make changes on the Channel Settings screen, these changes are not reflected on the Previewer page until it is refreshed.
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Spaces in filenames are automatically converted to underscores.
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If you are using Netscape, you cannot import files using PC folders (through the Media Importer screen). Attempting to do so yields an "Incorrect Login" error message.
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On the Identification page, if you press the Enter key while the Name text box is selected, the Content Distribution Manager user interface reloads and you lose any changes that you have not saved.
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Channels cannot be renamed to begin with a number.
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If the system is rebooted or reboots itself while an import is in progress, the import does not resume upon reboot and all the files are deleted from the Content Distribution Manager.
Resolved Caveats - Release 3.0.3
All caveats listed in this section are resolved in Enterprise CDN software, Release 3.0.3.
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When you are importing large numbers of files, some files remain in the import directory and the import process never seems to finish. The system state log fills with messages containing the text:
std::exception 'pos2 > len2'Workaround: Delete the files from the import directory, and reimport them.
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Deleting a channel with a large number of items causes the Content Distribution Manager user interface to freeze.
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Deleting a channel with a large number of items takes a very long time.
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The Previewer page fails on a channel containing a large number of files.
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If a file is not found midway in the import process, it is deleted.
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After a large number of files (many thousands) is imported, clicking the Replicate All Media button on the Channel Settings page does not successfully replicate all media files to the Content Engines subscribed to the channel. Workaround: To avoid this, make sure that the channel has the Auto Replicate flag checked on the Channel Settings page. When this is done, the system will automatically replicate new content to the Content Engines that are subscribed to the channel.
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If you move a Content Engine from one subnet to another, the Content Engine may not receive the content it is subscribed to after it has moved to the new subnet.
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If a device loses connection with the Content Distribution Manager, you may see a massive increase in the number of SYN packets received by the router or switch closest to the Content Distribution Manager.
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A large number of Content Engines in the network cause the Content Distribution Manager to generate log messages about broken pipes and FastCGI timeouts.
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The Content Router-related state directory on a Content Distribution Manager is not cleared after the Content Router is removed.
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Making and saving a change to a device configuration in the Content Distribution Manager user interface results in the Device Selector showing the wrong list of devices.
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The Content Distribution Manager user interface is very slow when a large number of files are on the system.
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The Content Distribution Manager user interface requests block out client requests.
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The Media Editor page does not sort or provide a search facility.
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The Content Distribution Manager restarts itself internally during very heavy operations.
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The import files operation fails for some files because of conflicting filenames, an extremely busy Content Distribution Manager, or errors during the import process.
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Using a substring to do a search for devices on the Content Distribution Manager can return duplicate results as well as overlook available Content Engines.
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With Self-Organizing Distributed Architecture (SODA) disabled, many router posts from the Content Engines to the Content Distribution Manager still occur.
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Deleting an empty channel causes the Content Distribution Manager to reset.
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On the Bandwidth page, the device selector shows the name of a device, but the data on the page is associated with a different device.
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Approximately 20 to 40 minutes after a backup-and-restore procedure on a Content Distribution Manager, in which you transfer content from your current Content Distribution Manager onto a new Content Distribution Manager, all Content Engines go off-line on the new Content Distribution Manager. The only way to bring all the Content Engines online is to use the Enterprise CDN Installation Wizard to reconfigure them.
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In a network where Content Engines are behind a firewall (in a private address space), the Content Distribution Manager is able to route requests behind the firewall, but a Content Router does not. With the same setup, no problem is encountered when there is a Content Engine without a firewall.
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When a playlist is defined, but no audioviaual card is present or detected by the mpeg decode driver, the video server attempts a playback causing an EVENT record to be written. Excess EVENT records are then replicated to the Content Distribution Manager, causing severe performance problems when left unchecked.
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The Library Gnu database manager (GDBM) file can grow rapidly to the maximum file size.
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If you change the Content Distribution Manager HTTP port through the user interface, all the Content Engines go off line subsequent to the change. Workaround: Use the Enterprise CDN wizard to reconfigure all the Content Engines.
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The library Gnu database manager (GDBM) file can grow rapidly to the maximum file size because Content Engine remote procedure calls to the Content Distribution Manager time out while they are waiting for the Content Distribution Manager to complete a library GDBM file update. The Content Engine retries, initiating another Content Distribution Manager library GDBM file update.
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The Channel Selector does not function properly when there is a white space before or after the channel name.
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Content Engines do not work with Microsoft Proxy 2.0.
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Configuring the Quality of Service (QoS) settings for a Content Engine changes the QoS settings of a different Content Engine too.
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If you click the Cancel button without importing any files a software exception occurs, and the system fails to operate properly for a while.
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Valid content is removed when orphan content is removed from a cache message.
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A Content Engine that is configured for high replication bandwidth may reach full capacity before importing all the files that were designated for import.
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When the best disk is selected (based on available space) for a new, pending file import operation, the system does not verify that there is enough contiguous space available for that file.
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When a disk's capacity exceeds the 96 percent threshold for fullness, the system attempts to purge files from the Content Engine to free up space for pending file imports. However, the system does not choose files for deletion from the particular disk that is reaching maximum capacity; it deletes files from the Content Engine as a whole.
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If the system deletes a file from the Content Engine in an attempt to free disk space (after the disk exceeds its 96 percent fullness threshold), that file is marked as CACHE_Purged in the header files that are left behind. Once a file is marked as CACHE_Purged, the system fails to rereplicate it again, regardless of any disk space recovered (because of deleted files or subscription changes) or even changes to overall disk capacity.
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Apache WebServer services do not restart when the Content Engine reboots without a network connection to the Content Distribution Manager.
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A JavaScript error sometimes occurs after you delete a channel from the channel console and return to the Media Editor page.
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The environment is not set up correctly when you start key video servers.
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A deleted channel may show up as the default channel on the Subscriber page.
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The Media Editor does not remove media on channels containing 9 KB of media items.
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You cannot copy, move, or remove files using the Media Editor page.
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Content Engines reregister with the Content Distribution Manager and Content Router too frequently.
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The following problems occur when you try to move files from one channel to another using the Media Editor page on the Content Distribution Manager user interface:
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Workaround: Avoid using the Move button on the Media Editor page and instead copy the required files from the source channel to the destination channel using the Media Editor page. Then delete the files from the source channel using the Media Editor page.
If you have already attempted a move operation using the Move button on the Media Editor page, then you must delete the channel to recover from the problem.
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Following successful content replication by a Content Engine, a Storage Array drive may become unavailable and only become available again after a reboot. Once a drive becomes unavailable, the system detects that there is some "missing" content and starts rereplicating it again. When the drive becomes available following reboot, there is a duplicate set of files (with varying status) on the Content Engine.
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If you add or remove files to or from the TV-out playlist while the playlist is playing, the audio and/or video stream may stutter.
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Content Engines that have been approved by the Content Distribution Manager appear offline when the Content Distribution Manager goes down and comes back up again. Content Engines continue to appear offline for approximately 2 hours before they appear online again.
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On the Channel Settings screen, if there is white space after a channel name in the Name field, you are unable to choose it from the Channel Selector drop-down list.
Documentation Omissions and Corrections
The following sections detail omissions and corrections to the published Enterprise CDN Software Version 3.0 documents.
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Enabling CDN Back-Channel Multicasting on a LAN
This section belongs in the"Creating Channels" section of Chapter 3, "Working with the Content Delivery Network" of the Cisco Enterprise CDN Software User Guide.
The Cisco Enterprise CDN includes support for LAN-based back-channel multicasting of media as part of its support for RealNetworks' RealServer Version 7. This feature, which is built into the RealServer Version 7 release, enables CDN installations to conserve network bandwidth by sending a single media stream to multiple clients on a LAN, rather than streaming media to each requesting client individually.
Back-channel multicasting streams content between the RealServer and clients while maintaining a simultaneous accounting control channel between each client and the RealServer. This extra control channel is used to transmit authentication information as well as client commands like "start" and "stop." Back-channel multicasting enables the RealServer to track client behavior and display statistics during viewing, including real-time data on the number of clients receiving a presentation. Data collected can be reviewed and analyzed using the Java Monitor or RealSystem Administrator.
Once enabled, back-channel multicasting is applied to all streams broadcast from your RealServer. Clients that have been preconfigured to use multicasting will do so, maximizing the bandwidth available to multicasting and unicasting clients alike.
Enabling Multicasting on the Content Distribution Manager
Although you typically use the built-in administrative features of RealServer to configure multicasting, it is possible to enable multicasting remotely from your Content Distribution Manager interface.
To use the Content Distribution Manager to enable multicasting:
Step 1
http://your_Content_Distribution_Manager_ip_address/cgi-bin/mcwhere your_Content_Distribution_Manager_ip_address represents the IP address or DNS domain name of your Content Distribution Manager.
Step 2
This enables the multicasting feature on the RealServer used by your Content Distribution Manager.
Step 3
Remember that broadcasts of video content require two addresses—one for video content and
one for audio content. Refer to "Calculating Addresses for Back-Channel Multicasts" in the RealServer Version 7 Administration Guide for more information. The RealServer uses the first available address in the range you specify.Step 4
Each time a multicast data packet passes through a multicast-enabled router, its Time To Live value is decreased by 1. Once the value reaches 0, the multicast-enabled router discards the packet.
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Step 5
The multicast settings are saved back to the RealServer used by your Content Distribution Manager.
Using the TV Controls API
This section belongs in the "Playing Video Directly to a TV Monitor" section of Chapter 3, "Working with the Content Delivery Network" of the Cisco Enterprise CDN Software User Guide.
This section describes how to perform the following tasks using the TV Controls API:
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Adding Programs to the Playlist
To add a list of media files from a channel to the play list, enter the following URL:
http://<CE_P>/cgi/videocontrol?OP=PLAYLIST&CMD=ADD-BY-NAME&CHANNEL-NAME=
<channel_name>&FILENAME=<file1,file2,...>where:
CE_IP is the IP address of the Content Engine.
channel_name is the name of the channel from which media files are to be added to the playlist.
file1,file2 is the list of media files to be added to the playlist. Filenames should be separated by commas.
Deleting Programs from the Playlist
To delete the list of media files belonging to the playlist, enter the following URL:
http://<CE_P>/cgi/videocontrol?OP=PLAYLIST&CMD=REMOVE-BY-NAME&CHANNEL-NAME=<channel_name>&FILENAME=<file1,file2,...>
where:
CE_IP is the IP address of the Content Engine.
channel_name is the name of the channel to which the media files belong.
file1,file2 is the list of media files to be removed from the playlist. Filenames should be separated by commas.
Clearing the Playlist
To clear the playlist, enter the following URL:
http://<CE_IP>/cgi/videocontrol?OP=PLAYLIST&CMD=CLEAR
where:
CE_IP is the IP address of the Content Engine.
Adding Schedules to the Playlist
To define start and stop times for playing the playlist, enter the following URL:
http://<CE_IP>/cgi/videocontrol?OP=PLAYTIMES&CMD=ADD&EVENT=<start_time>,
<stop_time>>where:
CE_IP is the IP address of the Content Engine.
start_time is the start time in seconds since 1970.
stop_time is the stop time in seconds since 1970.
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Removing Schedules from the Playlist
To remove the defined schedules from the playlist, enter the following URL:
http://<CE_IP>/cgi/videocontrol?OP=PLAYTIMES&CMD=REMOVE&EVENT=<start_time>,
<stop_time>where:
CE_IP is the IP address of the Content Engine.
start_time is the start time in seconds since 1970.
stop_time is the stop time in seconds since 1970.
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Clearing the Playlist Schedule
To clear all schedules defined for the playlist, enter the following URL:
http://<CE_IP>/cgi/videocontrol?OP=PLAYTIMES&CMD=CLEAR
where:
CE_IP is the IP address of the Content Engine.
Playing Programs from the Playlist
To play the programs from the playlist, enter the following URL:
http://<CE_IP>/cgi/videocontrol?OP=CONTROL&CMD=PLAY
where:
CE_IP is the IP address of the Content Engine.
Stopping Playback
To stop playback, enter the following URL:
http://<CE_IP>/cgi/videocontrol?OP=CONTROL&CMD=STOP
where:
CE_IP is the IP address of the Content Engine.
Pausing Playback
To pause playback, enter the following URL:
http://<CE_IP>/cgi/videocontrol?OP=CONTROL&CMD=PAUSE
where:
CE_IP is the IP address of the Content Engine.
Playing the Next Program in the Playlist
To play the next program, enter the following URL while the playlist is playing:
http://<CE_IP>/cgi/videocontrol?OP=CONTROL&CMD=NEXT
where:
CE_IP is the IP address of the Content Engine.
Playing the Previous Program in the Playlist
To play the previous program, enter the following URL while the playlist is playing:
http://<CE_IP>/cgi/videocontrol?OP=CONTROL&CMD=BACK
where:
CE_IP is the IP address of the Content Engine.
Restarting Playback
To restart playback, enter the following URL:
http://<CE_IP>/cgi/videocontrol?OP=CONTROL&CMD=RESTART
where:
CE_IP is the IP address of the Content Engine.
Looping Through the Playlist
To set the playlist to loop to the beginning of the playlist when it reaches the end, enter the following URL:
http://<CE_IP>/cgi/videocontrol?OP=FEATURE&CMD=LOOP&VALUE=<flag>
where:
CE_IP is the IP address of the Content Engine.
flag is set to 1 or 0, to enable or disable the loop setting respectively.
Using Random Play
To set the playlist to play programs in random order, enter the following URL:
http://<CE_IP>/cgi/videocontrol?OP=FEATURE&CMD=RANDOM&VALUE=<flag>
where:
CE_IP is the IP address of the Content Engine.
flag is set to 1 or 0, to enable or disable the random order setting respectively.
Enabling or Disabling Soft Stop
By default, Soft Stop is not enabled and a Stop command causes the currently playing video to abort before the playlist has been stopped. If you enable Soft Stop, a Stop command will stop the playlist only after the currently playing video has ended. To enable Soft Stop, enter the following URL:
http://<CE_IP>/cgi/videocontrol?OP=FEATURE&CMD=SOFTSTOP&VALUE=<flag>
where:
CE_IP is the IP address of the Content Engine.
flag is set to 1 or 0, to enable or disable the Soft Stop setting, respectively.
Adding an Overlay Image to a Playlist Using the TV Controls API
You must first create a playlist to be able to associate an overlay image with it. For instructions on how to create a playlist using the TV Controls API, see the "Adding Programs to the Playlist" section. For instructions on how to create a playlist using the Content Distribution Manager, refer to the Cisco Enterprise CDN Software User Guide.
To add an overlay image to a playlist and set its properties, enter the following URL:
http://<CE_IP>/cgi/videocontrol?OP=PLAYLIST&CMD=ADD-OVERLAY&OVL-IMAGE-CHN=
<channel_name>&OVL-IMAGE=<file_name>&OVL-PLACEMENT=<placement>&OVL-IMAGE-
HEIGHT=-<height_offset>&OVL-IMAGE-WIDTH=<width_offset>&OVL-OPACITY=<opacity>
&OVL-TRANSCOLOR=<transparent_color_flag>where:
CE_IP is the IP address of the Content Engine.
channel_name is the name of the channel from which the overlay image file is to be added to the playlist.
file_name is the name of the overlay image file.
placement is the region of the display where the overlay image should appear. Options are:
•
•
•
•
•
height_offset adjusts placement along the vertical axis. The valid range is from —40 to 40 pixels.
—40 = Moves the image to the lowest possible position on the display
40 = Moves the image to the uppermost position on the display
width_offset adjusts placement along the horizontal axis. The valid range is from —60 to 60 pixels.
—60 = Moves the image to the left-most possible position on the display
60 = Moves the image to the right-most possible position on the display
opacity adjusts the opacity of the overlay image. The valid range is from 0 to 15.
0 = Renders the image completely opaque
15 = Renders the image nearly transparent
transparent_color_flag is set to 1 or 0 to enable or disable the use of transparency, respectively. When enabled, the color of the pixel in the lower left corner of the image is transparent over the entire image. When a transparency-enabled image is placed over a video, the background color of the overlay image is not visible against the video playing behind it. This is useful if you want to use a nonrectangular image as your overlay.
Removing an Overlay Image from a Playlist Using the TV Controls API
To remove an overlay image file from a playlist, enter the following URL:
http://<CE_IP>/cgi/videocontrol?OP=PLAYLIST&CMD=REMOVE-OVERLAY&OVL-IMAGE-
CHN=<channel_name>&OVL-IMAGE=<file_name>where:
CE_IP is the IP address of the Content Engine.
channel_name is the name of the channel from which the overlay image file is to be removed from the playlist.
file_name is the name of the overlay image file to be removed from the playlist.
Changing the Parameters of a Playlist's Overlay Image Using the TV Controls API
You can modify the properties of an overlay image while the playlist is playing, but the modified settings do not take effect until the next video in the playlist starts playing. To modify the properties of an overlay image, enter the following URL:
http://<CE_IP>/cgi/videocontrol?OP=PLAYLIST&CMD=ADD-OVERLAY&OVL-IMAGE-CHN=
<channel_name>&OVL-IMAGE=<file_name>&OVL-PLACEMENT=<placement>&OVL-IMAGE-HEIGHT=-<height_offset>&OVL-IMAGE-WIDTH=<width_offset>&OVL-OPACITY=<opacity>
&OVL-TRANSCOLOR=<transparent_color_flag>where:
CE_IP is the IP address of the Content Engine.
channel_name is the name of the channel from which the overlay image file was added to the playlist.
file_name is the name of the overlay image file.
placement is region of the display where the overlay image should appear. Your options are:
•
•
•
•
•
height_offset adjusts placement along the vertical axis. The valid range is from -40 to 40 pixels.
—40 = Moves the image to the lowest possible position on the display
40 = Moves the image to the uppermost position on the display
width_offset adjusts placement along the horizontal axis. The valid range is from -60 to 60 pixels.
—60 = Moves the image to the left-most possible position on the display
60 = Moves the image to the right-most possible position on the display
opacity adjusts the opacity of the overlay image. The valid range is from 0 to 15.
0 = Renders the image completely opaque
15 = Renders the image least opaque or nearly transparent
transparent_color_flag is set to 1 or 0 to enable or disable the use of transparency, respectively. When enabled, the color of the pixel in the lower left corner is transparent over the entire image.
Using Overlay Images with Playlists
This section belongs in the "Playing Video Directly to a TV Monitor" section of Chapter 3, "Working with the Content Delivery Network" of the Cisco Enterprise CDN Software User Guide.
This section describes how to perform the following tasks using the TV Controller:
•
•
You can associate one overlay image with each playlist. The end user sees this image displayed in a determinable screen location when the playlist it is associated with is playing. This feature is useful for displaying logos.
Note
Adding an Overlay Image to a Playlist Using the TV Controller
You must first create a playlist to be able to associate an overlay image with it. For instructions on how to create a playlist using the TV Controls API, see the "Adding Programs to the Playlist" section. For instructions on how to create a playlist using the Content Distribution Manager, refer to the Cisco Enterprise CDN Software User Guide.
To add an overlay image from the Content Distribution Manager:
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
You can now edit the parameters of the overlay image by specifying and adjusting where on the TV Monitor it should appear, specifying the overall opacity of the image, and choosing whether or not you want to set one color to be transparent. For information on how to change the parameters, refer to the "Removing an Overlay Image from a Playlist Using the TV Controls API" section or the "Changing the Parameters of a Playlist Overlay Image Using the TV Controller" section.
Changing the Parameters of a Playlist Overlay Image Using the TV Controller
Step 1
Figure 1 TV Controller Window
Step 2
Step 3
Step 4
Updating Storage Capacity on Your Content Distribution Manager or Content Engines
This section belongs in Chapter 2 "Configuring and Activating Enterprise Content Delivery Network Devices" of the Cisco Enterprise CDN Software Configuration Guide.
This section details the following procedures:
•
•
•
•
If your storage requirements have changed or if want to replace nonsystem drives on your CDN, you can put additional Cisco Storage Arrays on your Content Engines and Content Distribution Manager. Additional Storage Arrays only add storage capacity. If you are using a CDM-4650, you can add Storage Arrays that also support hot-swap and redundancy functionality. (Refer to the documentation that came with your CDM-4650 for information on how to configure such Storage Arrays with your Content Distribution Manager.) You can also delete existing nonsystem disks.
Caution
Before you add a Storage Array to a Content Engine or Content Distribution Manager, consult Table 2 to determine whether or not your device will support the Storage Array you have chosen.
Table 2 Storage Array Support for CDN Devices
CE 507
None
CE-560
Storage Array 6
CDM-4630
Storage Array 6
CDM-4650
Storage Array 6 with RAID 5
Storage Array 12 with RAID 5
See the section "Configuring an Additional Storage Array on a CDM-4650 as a RAID-5 Array" for instructions on how to configure a Cisco Storage Array as a RAID-5 array on a CDM-4650.
Configuring an Additional Storage Array on a CDM-4650 as a RAID-5 Array
On a CDM-4650, the eight internal diskdrives come preconfigured as a RAID-5 storage array. Any additional disks that are attached externally must be configured as a RAID-5 array; otherwise, they will not be recognized by Cisco Enterprise CDN Software. There are two steps involved in configuring additional disks as a RAID-5 array:
1.
2.
There is no command-line utility or user interface to automate this process; you must enter a SCSI-BIOS configuration utility during device power-up and manually configure the SCSI-BIOS settings to do the above.
To configure external disks as RAID-5 arrays:
Step 1
Step 2
Step 3
Step 4
PowerEdge Expandable RAID ControllerCopyright (c) AMERICAN MEGATRENDS INC.Press <Ctrl> <M> to run Configuration UtilityThe following setup screen appears, indicating that you have entered the configuration utility:
PERC BIOS Configuration Utility Ver. 2.50Management MenuConfigureStep 5
Step 6
Note
- Space bar: Select
- Enter: End Array
- F10: Configure array
These shortcuts are also described at the bottom of your screen.
Step 7
Caution
Choose the first eight disks (press the Spacebar to select them). Labels A1-0, A1-1, and so on are created as you select additional disks. Once you have chosen up to eight disks (or all the disks if there are fewer than eight), you can complete the array by pressing Enter. The labels A1-0, A1-1, ........, A1-7 stop blinking after you have pressed Enter to finish creating the new array.
Step 8
Step 9
Step 10
Note
Step 11
Step 12
Step 13
Note
Step 14
Step 15
After the CDM-4650 boots up, it has additional hardware logical drives that are ready for installation through the Content Distribution Manager user interface.
Updating Storage Capacity Through the Content Distribution Manager User Interface
For information on how to install or uninstall a Storage Array, refer to the Cisco Storage Array 6 Installation and Configuration Guide or the Cisco Storage Array 12 Installation and Configuration Guide. After you have changed the storage capacity of a Content Engine or Content Distribution Manager by adding or deleting Storage Arrays from your hardware, do the following:
Step 1
Step 2
The System dialog box appears. See Figure 2.
Figure 2 System Dialog Box
Step 3
Step 4
Prior available storage = Total storage capacity of device before addition or deletion — Total storage reserved for channels
Note
should give you the value for the total storage capacity of the device before addition or deletion. The total storage reserved for channels can be determined by adding up the Capacity value for all the channels to which the device is subscribed. The capacity for all the channels is listed on the Channel Console page.
Step 5
Step 6
a.
b.
c.
Reconfiguring Storage Capacity on a Content Engine After a Storage Capacity Update
A Content Engine cannot have a storage capacity that is less than the sum of the space required by all the channels subscribed to it. If, as a result of deletion, the storage capacity of the Content Engines falls below the required size, the system prompts you to unsubscribe the Content Engine for some of the channels. For information on how to unsubscribe your Content Engine, refer to the section "Removing a Content Engine from a Subscribed Devices List" in Chapter 3 of the Cisco Enterprise CDN Software User Guide, Version 3.0.
To replace the content that was lost when you deleted a storage disk, the Content Engine automatically initiates content replication from its parent Content Engine or Content Distribution Manager. It replicates only that content which was lost.
Reconfiguring Storage Capacity on a Content Distribution Manager After a Storage Capacity Update
If you remove a storage disk that was on the Content Distribution Manager before you imported content, you risk losing some of the media content on your Content Distribution Manager. This can cause performance degradation in the Content Distribution Manager routing and replication processes and can also affect the performance of Content Engines that were subscribed to the deleted content. To avoid this, you can do one of the following:
•
•
To delete missing content from the Content Distribution Manager user interface:
Step 1
The System dialog box appears. See Figure 3.
Figure 3 System Dialog Box
Step 2
Step 3
The Media Editor dialog box appears. See Figure 4.
Figure 4 Media Editor Dialog Box
Step 4
Step 5
Step 6
Backing Up and Restoring Enterprise CDN Data
This section replaces the section by the same name in Chapter 4, "Maintaining the System Software" of the Cisco Enterprise CDN Software User Guide, Version 3.0.
The Content Distribution Manager provides the capability for tape backup and restoration to protect against lost data and to provide service recovery.
We recommend that you do a backup before performing any software upgrades.
Note
To use the backup feature, follow these steps:
Step 1
Step 2
Step 3
Figure 5 X Client Manager
Step 4
Step 5
http://cdm-ip-addressEnter the administrator username and password and then click OK. The Cisco Content Distribution Manager screen appears.
Step 6
Figure 6 Backup/Restore
Step 7
At this time, the Content Distribution Manager stops serving media to users.
Note
Step 8
The Device Info screen appears on top of the Backup Restore Utility main screen. (See Figure 7.)
Figure 7 Device Info
Step 9
Step 10
Figure 8 Backup Estimate
Step 11
Note
Click Continue to begin the backup. The Backup Progress screen appears. (See Figure 9.)
Figure 9 Backup Progress
The Status line at the bottom of the Backup Restore Utility screen indicates the status of the backup.
Step 12
To use the restore feature, follow these steps:
Step 1
Step 2
Step 3
Step 4
http://cdm-ip-addressEnter the administrator username and password and then click OK. The Cisco Content Distribution Manager screen appears.
Step 5
Step 6
At this time, the Content Distribution Manager stops serving media to users.
Note
Step 7
Note
A Device Info screen appears on top of the Backup Restore Utility main screen. (See Figure 7.)
Step 8
Figure 10 Archive Listing Progress
Wait while the Backup Restore Utility utility creates an archive listing.
Step 9
The Restore Progress screen appears and displays the files being restored. (See Figure 11.)
Figure 11 Restore Progress
Step 10
Warning BRU exited abnormallyIgnore this error message and click Cancel. The Backup Restore Utility main screen remains.
Step 11
Step 12
The Content Distribution Manager then reconciles all the records of the old Content Distribution Manager MAC address with the MAC address of the new Content Distribution Manager.
Note
Step 13
http://cdm-ip-addressEnter the administrator username and password and then click OK. The Cisco Content Distribution Manager screen appears.
In the Content Distribution Manager GUI, verify the following items:
•
•
Backup and Restore Error Messages
This section belongs in the "Backing Up and Restoring Enterprise CDN Data" section of Chapter 4, "Maintaining the System Software" of the Cisco Enterprise CDN Software User Guide, Version 3.0.
The following error message appears as a popup window. The message corresponds to an error condition encountered by the Content Distribution Manager in attempting to carry out a requested action.
Error Message Rewinding Failed! Perhaps you have an incorrect setting for `rewindcmd' in your /etc/brutab file.Explanation Generally, this message is displayed if the external DLT tape drive is not recognized by the Content Distribution Manager. If the Content Distribution Manager is rebooted when the DLT tape drive is powered off, the Content Distribution Manager does not recognize the tape drive. In Content Distribution Managers with internal tape drives, this message appears only if the tape drive is defective, if the power or SCSI cable needs to be reseated, or if the SCSI bus is not properly configured.
Recommended Action Fix the problem, and then reboot the Content Distribution Manager.
Maintaining the DLT Tape Drive
This section belongs in the "Backing Up and Restoring Enterprise CDN Data" section of Chapter 4, "Maintaining the System Software" of the Cisco Enterprise CDN Software User Guide, Version 3.0.
To maintain your DLT tape drive in good condition, use the cleaning cartridge provided with the DLT tape drive. An LED on the front of both the external and the internal DLT tape drive illuminates to indicate when it is time to use the cleaning cartridge.
Application Log Files
This section belongs before the "Working with the System Log" section of Chapter 4, "Maintaining the System Software" of the Cisco Enterprise CDN Software User Guide, Version 3.0.
This section describes the following log files:
•
System Log
This log contains important administration messages. Refer to the Cisco Enterprise CDN Software User Guide, Version 3.0 for additional information.
Cisco Enterprise CDN Software Log
This log contains detailed information regarding the Cisco Enterprise CDN Software Log. To access the log file from a browser, you must log in as administrator and enter the following URL, where cdm-ip-address is the address of the Content Distribution Manager:
http://cdm-ip-address/cgi-bin/restricted/showlogContent Access Log
This log contains information regarding content that has been accessed through all Content Engines by a client through HTTP, RealMedia, or a TV-out device. It is created every morning shortly after midnight.
Note
The Content Access log can be accessed through any of the following methods:
•
ftp://admin@cdm-ip-address/export
•
http://cdm-ip-address/export
•
\\cdm-ip-address\export
WMT Access Log
This log contains WMT played content and is created at each individual device that streams Windows media. It is not included in the content access log.
This is a standard Windows Media type log file, conforming to the W3C standard for an enhanced log file. The contents of this log file are defined in each file's header as follows:
#Fields: c-ip date time c-dns cs-uri-stem c-starttime x-duration c-rate c-status c-playerid c-playerversion c-playerlanguage cs(User-Agent)cs(Referer) c-hostexe c-hostexever c-os c-osversion c-cpu filelength filesize avgbandwidth protocol transport audiocodec videocodec channelURL sc-bytes c-bytes s-pkts-sent c-pkts-received c-pkts-lost-client c-pkts-lost-net c-pkts-lost-cont-net c-resendreqs c-pkts-recovered-ECC c-pkts-recovered-resent c-buffercount c-totalbuffertime c-quality s-ip s-dns s-totalclients s-cpu-utilTo access the file, use Windows to map a drive to the Content Engine and change to the vod_out directory.
Note
a user called "nobody" and log in as that user before mapping a drive from Windows to the Content Engine.
RealServer Broadcast Splitting
This section belongs in the "Creating Channels" section of Chapter 3, "Working with the Content Delivery Network" of the Cisco Enterprise CDN Software User Guide, Version 3.0.
To use the Enterprise CDN Content Engine devices to split live RealServer broadcasts, the client must specify the URL in the following format to contact the Content Distribution Manager:
http://<cdm_ip_address:cdm_port>/Cisco/ <StudioID>/<ChannelID>/RealLive/<source _IP>: <source_port>/<source_mount_point>/<source_filename>
For live streaming to work, the local Content Engine must be subscribed to the channel listed in the URL.
The Content Distribution Manager automatically redirects the client to link to the split stream on a local Content Engine.
The first time the Content Engine receives a request, there will be an initial transaction between the Content Engine and the RealServer to establish the data flow for the split stream. Subsequent client requests will not require this transaction to recur.
This allows multiple clients to request the same content while not consuming more bandwidth on the back end than a single client would require.
By default, clients receive the split stream from the Content Engine by unicast. To multicast the split stream from the Content Engine to clients that are configured to receive multicast, the RealServer multicast feature can be enabled on the Content Engine.
See the "Enabling CDN Back-Channel Multicasting on a LAN" section for more information.
How Special Characters Are Handled in Filenames
This section should go in an appendix in the Cisco Enterprise CDN Software User Guide.
When the Content Distribution Manager replicates files to the Content Engines, filenames that contain special characters may be altered. Some special characters are removed from the filename; others are replaced with different characters. Table 3 summarizes how special characters in filenames are handled during replication.
If a filename does not contain an extension and all the characters in the filename are removed, the file is renamed "content." For example, a file named & would be renamed content, but a file named &.txt
would be renamed .txt.
Related Documentation
The Cisco Enterprise CDN software comes with both printed documentation and online help to assist you in learning to use the features of the CDN. Refer to the following documents when you have questions regarding the Enterprise CDN software.
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•
•
In addition, you can find information related to the installation, configuration, and maintenance of your CDN hardware in the following Cisco Systems documents:
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•
Obtaining Documentation
The following sections explain how to obtain documentation from Cisco Systems.
World Wide Web
You can access the most current Cisco documentation on the World Wide Web at the following URL:
Translated documentation is available at the following URL:
http://www.cisco.com/public/countries_languages.shtml
Documentation CD-ROM
Cisco documentation and additional literature are available in a Cisco Documentation CD-ROM package, which is shipped with your product. The Documentation CD-ROM is updated monthly and may be more current than printed documentation. The CD-ROM package is available as a single unit or through an annual subscription.
Ordering Documentation
Cisco documentation is available in the following ways:
•
http://www.cisco.com/cgi-bin/order/order_root.pl
•
http://www.cisco.com/go/subscription
•
Documentation Feedback
If you are reading Cisco product documentation on Cisco.com, you can submit technical comments electronically. Click Leave Feedback at the bottom of the Cisco Documentation home page. After you complete the form, print it out and fax it to Cisco at 408 527-0730.
You can e-mail your comments to bug-doc@cisco.com.
To submit your comments by mail, use the response card behind the front cover of your document, or write to the following address:
Cisco Systems
Attn: Document Resource Connection
170 West Tasman Drive
San Jose, CA 95134-9883We appreciate your comments.
Obtaining Technical Assistance
Cisco provides Cisco.com as a starting point for all technical assistance. Customers and partners can obtain documentation, troubleshooting tips, and sample configurations from online tools by using the Cisco Technical Assistance Center (TAC) Web Site. Cisco.com registered users have complete access to the technical support resources on the Cisco TAC Web Site.
Cisco.com
Cisco.com is the foundation of a suite of interactive, networked services that provides immediate, open access to Cisco information, networking solutions, services, programs, and resources at any time, from anywhere in the world.
Cisco.com is a highly integrated Internet application and a powerful, easy-to-use tool that provides a broad range of features and services to help you to
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•
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You can self-register on Cisco.com to obtain customized information and service. To access Cisco.com, go to the following URL:
Technical Assistance Center
The Cisco TAC is available to all customers who need technical assistance with a Cisco product, technology, or solution. Two types of support are available through the Cisco TAC: the Cisco TAC Web Site and the Cisco TAC Escalation Center.
Inquiries to Cisco TAC are categorized according to the urgency of the issue:
•
•
•
•
Which Cisco TAC resource you choose is based on the priority of the problem and the conditions of service contracts, when applicable.
Cisco TAC Web Site
The Cisco TAC Web Site allows you to resolve P3 and P4 issues yourself, saving both cost and time. The site provides around-the-clock access to online tools, knowledge bases, and software. To access the Cisco TAC Web Site, go to the following URL:
All customers, partners, and resellers who have a valid Cisco services contract have complete access to the technical support resources on the Cisco TAC Web Site. The Cisco TAC Web Site requires a Cisco.com login ID and password. If you have a valid service contract but do not have a login ID or password, go to the following URL to register:
http://www.cisco.com/register/
If you cannot resolve your technical issues by using the Cisco TAC Web Site, and you are a Cisco.com registered user, you can open a case online by using the TAC Case Open tool at the following URL:
http://www.cisco.com/tac/caseopen
If you have Internet access, it is recommended that you open P3 and P4 cases through the Cisco TAC Web Site.
Cisco TAC Escalation Center
The Cisco TAC Escalation Center addresses issues that are classified as priority level 1 or priority level 2; these classifications are assigned when severe network degradation significantly impacts business operations. When you contact the TAC Escalation Center with a P1 or P2 problem, a Cisco TAC engineer will automatically open a case.
To obtain a directory of toll-free Cisco TAC telephone numbers for your country, go to the following URL:
http://www.cisco.com/warp/public/687/Directory/DirTAC.shtml
Before calling, please check with your network operations center to determine the level of Cisco support services to which your company is entitled; for example, SMARTnet, SMARTnet Onsite, or Network Supported Accounts (NSA). In addition, please have available your service agreement number and your product serial number.
This document is to be used in conjunction with the documents listed in the "Related Documentation" section.
AccessPath, AtmDirector, Browse with Me, CCIP, CCSI, CD-PAC, CiscoLink, the Cisco Powered Network logo, Cisco Systems Networking Academy, the Cisco Systems Networking Academy logo, Cisco Unity, Fast Step, Follow Me Browsing, FormShare, FrameShare, IGX, Internet Quotient, IP/VC, iQ Breakthrough, iQ Expertise, iQ FastTrack, the iQ Logo, iQ Net Readiness Scorecard, MGX, the Networkers logo, ScriptBuilder, ScriptShare, SMARTnet, TransPath, Voice LAN, Wavelength Router, and WebViewer are trademarks of Cisco Systems, Inc.; Changing the Way We Work, Live, Play, and Learn, and Discover All That's Possible are service marks of Cisco Systems, Inc.; and Aironet, ASIST, BPX, Catalyst, CCDA, CCDP, CCIE, CCNA, CCNP, Cisco, the Cisco Certified Internetwork Expert logo, Cisco IOS, the Cisco IOS logo, Cisco Press, Cisco Systems, Cisco Systems Capital, the Cisco Systems logo, Empowering the Internet Generation, Enterprise/Solver, EtherChannel, EtherSwitch, FastHub, FastSwitch, GigaStack, IOS, IP/TV, LightStream, MICA, Network Registrar, Packet, PIX, Post-Routing, Pre-Routing, RateMUX, Registrar, SlideCast, StrataView Plus, Stratm, SwitchProbe, TeleRouter, and VCO are registered trademarks of Cisco Systems, Inc. and/or its affiliates in the U.S. and certain other countries.
All other trademarks mentioned in this document or Web site are the property of their respective owners. The use of the word partner does not imply a partnership relationship between Cisco and any other company. (0110R)
Posted: Wed Aug 25 16:45:46 PDT 2004
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