IBM Support Assistant V4.0 Workbench Installation Guide

Installing IBM Support Assistant V4.0 Workbench

IBM Support Assistant V4.0 Workbench Installation Guide

Product Overview

IBM Support Assistant Workbench version 4.0 is a free serviceability workbench program that simplifies support and helps users resolve questions and problems with IBM software products. It includes rich features and tools for quick resolution to problems. IBM Support Assistant is a customizable application which allows it to be tailored for the software products which are of most interest to the user.

Accessing your documentation



A help system is installed with the software. To access the help system, select Help Contents from the Help menu in the IBM Support Assistant Workbench application. The Support Assistant download also comes with a Release Notes document which provides information such as software limitations, workarounds, and documentation updates at the time of release.

Supported Hardware and Software



IBM Support Assistant Workbench:

Minimum System Requirements:
  • 512 MB RAM
  • 120 MB free disk space
  • x86 processors capable of supporting the supported operating systems

Display Resolution:
  • Super video graphics array/adapter (SVGA) (1024 x 768) display minimum

High Contrast Mode:
  • 1152 x 768 display minimum
  • Only default font settings (10pt Sans)

The following operating systems are supported:
  • Microsoft® Windows® XP Professional Service Pack 2
  • Microsoft Windows Vista
  • Red Hat Enterprise Linux® 4.0 WS with GTK support - Update 4
  • Red Hat Enterprise Linux 5.0 WS with GTK support
  • SUSE Linux Enterprise Desktop (SLED 10)

Note:
  • Linux environments must be running GNOME or have the GNOME libraries installed to run the IBM Support Assistant.
  • In the Linux environment, Arabic and Hebrew translations are not installed. However, the IBM Support Assistant product is enabled for bidirectional text processing and input methods in the Linux environment. It means that even if you launch with the -nl he_IL option, you will still get English in the Linux environment.

Installing IBM Support Assistant Workbench


To install the IBM Support Assistant Workbench, follow these steps:
  • Launch the appropriate program for your operating system and follow installation instructions:
    • On Windows systems, run the setupwin32.exe program
    • On Linux systems, run the setuplinux.sh program.

Notes:
  • Installing IBM Support Assistant from or to a path containing non-standard ASCII characters is not supported.
  • On Linux systems, the install script must have execute permission to run. Executing the command
    chmod +x setuplinux.sh
    against the install script will add the appropriate permission.

Silent Install mode

Silent install is intended for unattended or automated installations. To install the Workbench in silent mode, execute the platform-specific installer with command-line switches to control the silent install behavior.
  • Windows:
    • setupwin32.exe /s /v"/qn LICENSEACCEPTED=true INSTALLDIR=<install_directory>"
    • Note: Command-line options may require quotation marks around an option's parameter if the parameter contains spaces. For example, if a path in the <install_directory> contains spaces, the install should be executed as:
      setupwin32.exe /s /v"/qn LICENSEACCEPTED=true INSTALLDIR=\"c:\Program Files\ISA\""
  • Linux:
    • setupLinux.sh -silent -V licenseAccepted=true -P installLocation=<install_directory>

For Windows and Linux, the licenseAccepted option is required.

Upgrading from a previous version


If you have a previous version of IBM Support Assistant installed, you must not install IBM Support Assistant Workbench v4.0 into the same directory into which IBM Support Assistant v2.x or v3.x is installed.
If you do install IBM Support Assistant in the same directory as a previous installation, the install will appear to succeed, but it will result in an invalid configuration for both versions of the application. The subsequent uninstall of either version could adversely affect the correct operation of the remaining version.

Starting and Configuring IBM Support Assistant Workbench


To start the workbench:
Windows:
  • Click the IBM Support Assistant shortcut icon on your desktop (Windows) or in the "Other" group of the Application Browser (Linux)
  • Select the Start menu shortcut entry (Start > All Programs > IBM Support Assistant)

Linux:
  • Click the IBM Support Assistant shortcut in the "Other" group of the Application Browser
  • Execute the <installation_directory>/rcp/rcplauncher file from the command line

After starting IBM Support Assistant Workbench for the first time, a First Steps Configuration Wizard will appear to step you through the process of getting the application correctly configured. The wizard will assist in configuring proxy settings, update preferences and locating and installing additional product add-ons and tool add-ons to make the most of the IBM Support Assistant Workbench.

Uninstalling IBM Support Assistant


To uninstall the IBM Support Assistant Workbench, follow these steps:
  • Launch the appropriate program for your operating system and follow uninstallation instructions:
    o On Windows systems, use the Control Panel > Add/Remove Programs panel to select IBM Support Assistant and select the Remove button.
    o On Linux systems, run the _uninst/uninstaller.sh program located in the IBM Support Assistant Workbench installed directory.

Silent uninstall mode
Silent uninstall is intended for unattended or automated uninstallations. To uninstall the Workbench in silent mode, execute the platform-specific uninstaller with command-line switches to control the silent install behavior.
  • Windows: Silent uninstall on Windows requires the use of the original installer file
    setupwin32.exe /x /s /v"/qn"
  • Linux:
    uninstaller.sh -silent

More Information


User Assistance
Use the help system to browse, search, and print online documentation for the product (Help > Help Contents). Browse topics in the Contents pane on the left. You can click a topic to display it or search the online help. Simply type a keyword or phrase in the Search field and click Go. By default, when you run an online search, the help system searches all documentation installed with this product. To narrow the scope of your search, click the Search scope link and then click New to refine the number topics that you want to search.
Resources on the Web



IBM Support Assistant Licensed Materials - Property of IBM. (C) Copyright IBM Corp. 2006, 2008. All Rights Reserved. U.S. Government Users Restricted Rights - Use, duplication or disclosure restricted by GSA ADP Schedule Contract with IBM Corp. IBM, Lotus, Rational, Information Management, Tivoli, and WebSphere are trademarks of International Business Machines Corporation in the United States, other countries, or both. Linux is a registered trademark of Linus Torvalds in the United States, other countries, or both. Microsoft and Windows are registered trademarks of Microsoft Corporation in the United States, other countries, or both. Java and all Java-based trademarks are trademarks of Sun Microsystems, Inc. in the United States, other countries, or both. Other company, product, or service names may be trademarks or service marks of others.

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