Glad you asked. Below you will find a table of product versions. Each product version will have a link to the Third Party Library Report. The report will contain all third party libraries used and their versions.

To start, lets start with the basic workflow. Then we will visit the details.

In order to translate strings in TEAMS-RDS, the following steps need to be performed:

• Find Lanuage and optional Country code from IANA Language Subtag Registry for language being translated into
• Translate strings
• Covert translated string file to ASCII
• Deploy

Let’s start with step 1. Why do we need the language and optional country code? Inside of TEAMS-RDS is an ApplicationResources.properties file which contains the default strings. When a user selects Chinese as their language, TEAMS-RDS will look for strings in file named ApplicationResources_zh.properties. If the string isn’t found in the Chinese strings file, then the default strings file will be searched. Notice how the Chinese strings file name is suffixed with underscore and the IANA language code for Chinese i.e. zh. This is why the language code is needed. It is used to properly store your translations.

Now we can also use an optional Country code giving us the power to deal with dialect differences. For instance, Chinese has two country codes of importance, CN for Simplified Chinese and TW for traditional Chinese. So if you want Simplified Chinese translations you’d put them in a file named ApplicationResources_zh_CN.properties. Then when your user sets their language to Simplified Chinese, TEAMS-RDS will first look in ApplicationResources_zh_CN.properties for the string, if not found it will look in ApplicationResources_zh.properties and if not found will look in ApplicationResources.properties.

Once you have choosen the appropriate language and optional country code, its time to start translating. First copy the default strings file found in %RDS_HOME%\webapps\RDS\WEB-INF\classes\resources\ApplicationResources.properties to your desktop with name ApplicationResources_{language code}_{country code}.encoded.properties. For instance, when our language and country code are zh and CN respectively, our file name will be ApplicationResources_zh_CN.encoded.properties. From there we will translate our strings. QSI finds that Notepad++ is the best editor for dealing with non-english strings. In your case, you will want to encode the file using UTF-8. UTF-8 will support a good majority of languages. To have Notepad++ encode the file as UTF-8, open the file, go to Encoding -> Convert to UTF-8, then save the file.

Once you are done translating the file, we need to convert the non-english strings into ASCII based Unicode escape sequences. This step is necessary as Java will not successully display the translated strings without. Have no fear, for a utility is here. That utility is packaged with the Java SDK and it is called native2ascii. native2ascii will find any Unicode characters in a file, then convert the character to a unicode escape sequence i.e. \uXXXX. For instance, 技能 gets converted into \u6280\u80fd. So lets convert our translate file from earlier. First open Command Prompt, then run the following commands:

    set JAVA_HOME={path to the jdk}
    set PATH=%PATH%:%JAVA_HOME%\bin
    cd %USERPROFILE%\Desktop
    native2ascii -encoding UTF-8 ApplicationResources_zh_CN.encoded.properties ApplicationResources_zh_CN.properties

Now that we have successully translated and converted our strings file, its time to deploy our changes. First stop TEAMS-RDS by clicking Start -> Programs -> TEAMS-RDS -> Stop TEAMS-RDS Services. Wait for all services to stop. Then open a File Explorer to %RDS_HOME%\webapps\RDS\WEB-INF\classes\resources. Copy your translated file here. Then start TEAMS-RDS by clicking Start -> Programs -> TEAMS-RDS -> Start TEAMS-RDS Services. Log in as any user. Go to My Information. Then update your Primary Language to that of the translated strings file. You should now see your translations displayed throughout the GUI:)

If you have any questions, feel free to contact Support.

Service agents often do not have access to the internet and this may prevent TEAMATE from uploading session logs to TEAMS-RDS server at the end of a troubleshooting session.  To work around this problem, TEAMATE can be configured to automatically email sessions logs at the end of a troubleshooting session using the user’s Microsoft Outlook email application. The logs are then queued as emails in the Outbox and email to TEAMS-RDS when Outlook has connection to the email server.

NOTE 1: Service Agents must have Microsoft outlook installed and configured for outgoing email for this solution to work.

NOTE 2: System Administrator will need to setup and configure an email account accessible via IMAP. TEAMS-RDS will monitor this email address for emails with a specific subject line. Outgoing email for TEAMATE needs to be configured for this email address and subject line.

TEAMS-RDS Configuration:

In the TEAMS-RDS server, edit %RDS_HOME%\conf\mail.Properties to set the  email protocols (IMAP, POP, IMAPS, POPS), subject line, authentication information and 15 minute polling interval. See the changes highlighted in green text below:

<!--To enable session logs emailed by TEAMATE user (using Outlook) to be consolidated into TEAMS-RDS, set "service.teamate.mail.logs.enable" to true -->
<entry key="service.teamate.mail.logs.enable">true</entry>

<!-- Email address being monitored by TEAMS-RDS for TEAMATE session logs -->
<entry key="service.teamate.outlook.email.to"><![CDATA[syncemail@yourcompany.com]]></entry>

<!-- Subject line for TEAMATE session logs email -->
<entry key="service.teamate.mail.subject">TEAMATE session log</entry>
<entry key="service.teamate.mail.body">TEAMATE session log file attached</entry>

<!-- Session log attachment has to have this file extension for the log to be consolidated. Delete this line to allow any file extension-->
<entry key="service.teamate.mail.file_extension">zip</entry>

<!-- How often to check for email -->
<entry key="service.teamate.mail.cronexpression">0 0/15 * * * ?</entry>

TEAMATE Configuration:

For production customers, QSI may configure custom installers pre-configured with email address and subject line for email synchronization. To manually configure TEAMATE for email synchronization edit the “%RDS_HOME%\conf\rdsProperties.xml” and make the changes highlighted in green text below:

<!--To enable session logs emailed by TEAMATE user (using Outlook) to be consolidated into TEAMS-RDS, set "service.teamate.mail.logs.enable" to true-->
<entry key="service.teamate.mail.logs.enable">true</entry>
<!-- Email address being monitored by TEAMS-RDS for TEAMATE session logs -->
<entry key="service.teamate.outlook.email.to"><![CDATA[syncemail@yourcompany.com]]></entry>
<entry key="service.teamate.mail.subject">TEAMATE session log</entry>
<entry key="teamate.outlook.email.on_end_session">true</entry>
<!-- email session log when suspending a session -->
<entry key="teamate.outlook.email.on_suspend_session">true</entry>

User Groups in TEAMS-RDS allows selective access of systems to users as part of Model entitlement. Model entitlement restricts users to troubleshoot only systems that they are entitled to, based on the group that the user belongs to, and the group that the system is assigned to. A user can be assigned to one or more groups, and in the same way a system can be assigned to one or more groups. If the user group and system groups intersect then the user can troubleshoot that system.

By default, Model entitlement is tuned-off in TEAMS-RDS so any user can troubleshoot any system. This can be turned on the server using  the following property in %RDS_HOME%\conf\rdsProprties.xml.

<!– Set to true to so that technicians can only see system’s belonging

to a group the technician belongs to.  –>

<entry key=”model.entitlement.enabled”>true</entry>

Users with role ‘SystemAdmin’ (admin) can enable the extracted models license via Synchronization Options -> Model Update Configuration. There a soft and hard expiration date can be configured. Upon subsequent model sync’s in TEAMATE, the license is downloaded and cached. When the soft expiration is reached, it notifies the user to re-sync with TEAMS-RDS to get an updated license. Users can still perform guided troubleshooting after the soft expiration is reached. Once the hard expiration date is reached, users are locked out from guided troubleshooting until they re-sync with TEAMS-RDS (if they still have access to TEAMS-RDS).

As a disclaimer, note that, this does not replace your corporate best practices for securing the intellectual property. A determined user may still be able access the data on the disk or tamper with the clock.

Different Development and Production versions of TEAMS-RDS allow different number of concurrent sessions. Each Guided Troubleshooting or Telediagnosis connection counts as one session. The restrictions are enforced by the licensing module based on the product key as the software for all configurations of TEAMS-RDS are otherwise identical.

• TEAMS-RDS Developer and TEAMS-IDE server allows 5 concurrent sessions
• TEAMS-RDS Enterprise allows 25 concurrent sessions
• TEAMS-RDS Enterprise Plus allows 100 concurrent sessions

Please note that TEAMATE, being a portable guided troubleshooting solution meant to be deployed on laptops is for non-networked sessions and should not be used as server.

1. TEAMS-RDS Apache Tomcat error logs are located under %RDS_BASE%\jakarta-tomcat\logs\tomcat-stderr.[Date].log.
   • Examples of easily understandable error messages:
     2015-12-15 15:59:10,863 ERROR [TeamateClient ] Database connection failed! (Tip: Database is not reachable)
     2015-11-15 15:59:10,863 ERROR [TeamateClient ] License violation! (Tip: License has expired or invalid)
2. Some error messages from TEAMS-RDS backend components will be written to Computer’s Event log, which can be viewed from Event Viewer under ‘Control Panel->Administrative Tolls->System and Security->View Event Logs’ and selecting ‘Windows Logs->Applications’
3. For database errors, by default, MSSQL database log files are found under Program Files\Microsoft SQL Server\MSSQL.n\MSSQL\LOG\ERRORLOG and ERRORLOG.n files.

TEAMS-RDS uses the Database for persistent storage of information such as models, session logs, and user information.

The file system  is used to accelerate the performance (e.g., models are retrieved from database and saved in %RDS_BASE%\models for access by the reasoner and search indices are compiled and saved in %RDS_BASE%\search). The contents of these directories can be recreated from the database on startup, and are refreshed whenever the information in the database changes. However, no changes in these directories are ever pushed back to the database.

We recommend the following settings for JVM when used with Apache Tomcat

Initial Memory Pool:

• 256 MB (-Xms) for TEAMS-RDS Developer
• 512 MB (-Xms) for TEAMS-RDS Enterprise

Maximum Memory Pool:

• 512 MB (-Xmx) for TEAMS-RDS Developer
• 1024 MB (-Xmx) for TEAMS-RDS Enterprise with 32-bit JVM
• 1281 MB (-Xmx) for TEAMS-RDS Enterprise with 64-bit JVM

Thread Stack Size:

• 1024 MB (-Xss) for
  • TEAMS-RDS Developer
  • TEAMS-RDS Enterprise with 32-bit JVM
  • TEAMS-RDS Enterprise with 64-bit JVM

Java Option flags:

-Drds.home=%RDS_HOME%
-Drds.base=%RDS_BASE%
-Djava.library.path=%RDS_HOME%\bin
-Djna.library.path=%RDS_HOME%\bin