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  • VMWare Host Not Responding - VMs are Disconnected (ESXi 3.5)

    - by EyeonTech
    I have inherited a VMWare environement ESX v3i 3.5. I am not fluent with VMWare ESXi so bare with me. Two days ago, when I opened Virtual Centre, one of the Hosts showed up as Not Responding. The error I am seeing is:----- Unable to acquire licenses because license source is unavailable: The license manager has not been started yet, the wrong port@host or license file is being used, or the port or hostname in the license file has been changed. What I have tried: I have Stopped and Started the license server within the application. When I do this, I am able to disconnect the host in Virtual Centre and reconnect. This brings the host back online, but a few minutes later, the host goes to a not responding state again. I have rebooted the server with the Licensing software installed. While browsing Google, I have not been able to find any steps I feel comfortable performing and I would like the opinion of the VMWare pros. Where are the log files I should be looking at to correctly determine what is going on? Has anyone seen this behaviour and how did you resolve it? Thank you

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  • My VPS host (rosehosting) sold me a domain name, but I can't get it to work

    - by Faisal Vali
    My VPS host (rosehosting) sold me a domain name, but I can’t get it to work. They sent me an email with the following (almost a month ago) DNS Servers (unless you ordered your own DNS servers): ns1.rosehosting.com (216.114.78.148) ns2.rosehosting.com (216.114.78.155) Operating System: Ubuntu 9.04 Domain Name: mytestdomainfv.com Host Name: mytestdomainfv.com IP Address: .... Physical Host Name: Vs####.rosehosting.com When I type in the Physical Host Name or the IP from a remote computer I get connected to my VPS. But when i type 'mytestdomainfv.com' the name is never resolved, and it has been a month now. I thought that they would configure it so that it would, but it seems that they haven't. Does anyone know how I can get 'mytestdomainfv.com' to point to my VPS? I looked at some of the other similar questions, but they talk about forwarding GoDaddy domain names - so I'm not sure if it applies - but then again, it might just be my naivete. Any direction will be greatly appreciated. Thanks! p.s mytestdomainfv.com is not the real domain name

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  • Some guest networking and VMware Tools functionality broken with Sprint SmartView on the host

    - by Mads
    Using VMware Workstation 6.5.3 on Vista 64-bit. I started having problems with VMware networking about 6 months ago after upgrades to Sprint SmartView. I did not have problems previously, but I don't know if that is because I was lucky. The main symptoms of the problem when SmartView is installed are: I can no longer drag files from the host to copy them to the guest. When they are dragged, the disallowed cursor (the circle with a slash) shows in the guest. If I try to enable shared folders in the guest while it is running, I will not be able to see the shared files and will be informed that networking is not working. I can still ping guests from the host and I can still access network services via NAT most of the time when connected via my USB broadband adapter. When I configure shared folders so they are "always enabled" (with a mapped drive), I can access files on the via the mapped folders. I can also copy the file on the host and then paste it in the guest, as was suggested in some other threads concerning drag-and-drop problems that I found. The VMware Tools icon is showing in all cases and I don't see any obvious errors in the host's event viewer. If I uninstall SmartView, the problems disappear. If SmartView (current version is 2.28.0082) is reinstalled I will experience the same problems. I have tried uninstalling/reinstalling VMware and SmartView in various ways but it appears tha these problems are consistent when SmartView is installed (not just when it is running or connected, but when it is present on the system). I'm wondering if this is a combination of software (WS 6.5.3, Vista64, and SmartView) that works for other people, which would indicate a problem that is peculiar to my configuration.

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  • Juniper’s Network Connect ncsvc on Linux: “host checker failed, error 10”

    - by hfs
    I’m trying to log in to a Juniper VPN with Network Connect from a headless Linux client. I followed the instructions and used the script from http://mad-scientist.us/juniper.html. When running the script with --nogui switch the command that gets finally executed is $HOME/.juniper_networks/network_connect/ncsvc -h HOST -u USER -r REALM -f $HOME/.vpn.default.crt. I get asked for the password, a line “Connecting to…” is printed but then the programm silently stops. When adding -L 5 (most verbose logging) to the command line, these are the last messages printed to the log: dsclient.info state: kStateCacheCleaner (dsclient.cpp:280) dsclient.info --> POST /dana-na/cc/ccupdate.cgi (authenticate.cpp:162) http_connection.para Entering state_start_connection (http_connection.cpp:282) http_connection.para Entering state_continue_connection (http_connection.cpp:299) http_connection.para Entering state_ssl_connect (http_connection.cpp:468) dsssl.para SSL connect ssl=0x833e568/sd=4 connection using cipher RC4-MD5 (DSSSLSock.cpp:656) http_connection.para Returning DSHTTP_COMPLETE from state_ssl_connect (http_connection.cpp:476) DSHttp.debug state_reading_response_body - copying 0 buffered bytes (http_requester.cpp:800) DSHttp.debug state_reading_response_body - recv'd 0 bytes data (http_requester.cpp:833) dsclient.info <-- 200 (authenticate.cpp:194) dsclient.error state host checker failed, error 10 (dsclient.cpp:282) ncapp.error Failed to authenticate with IVE. Error 10 (ncsvc.cpp:197) dsncuiapi.para DsNcUiApi::~DsNcUiApi (dsncuiapi.cpp:72) What does host checker failed mean? How can I find out what it tried to check and what failed? The HostChecker Configuration Guide mentions that a $HOME/.juniper_networks/tncc.jar gets installed on Linux, but my installation contains no such file. From that I concluded that HostChecker is disabled for my VPN on Linux? Are the POST to /dana-na/cc/ccupdate.cgi and “host checker failed” connected or independent? By running the connection over a SSL proxy I found out that the POST data is status=NOTOK (Funny side note: the client of the oh-so-secure VPN does not validate the server’s SSL certificate, so is wide open to MITM attacks…). So it seems that it’s the client that closes the connection and not the server.

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  • ssh_exchange_identification: Connection closed by remote host

    - by rick
    Firstly, I know that this question has been asked a million times, and I have read everything I can find and still cannot fix the problem. i am encountering this issue when ssh'ing in from my mac to my Ubuntu server on a fresh install of Ubuntu (I reinstalled because of this issue). I have SSH portmapped to 7070 because my ISP is blocking 22. On the client: bash: ssh -p 7070 -v [email protected] debug1: Reading configuration data /etc/ssh_config debug1: Connecting to address.org port 7070. debug1: Connection established. debug1: identity file /home/me/.ssh/identity type -1 debug1: identity file /home/me/.ssh/id_rsa type 1 debug1: identity file /home/me/.ssh/id_dsa type -1 ssh_exchange_identification: Connection closed by remote host Here's what I have done to try to resolve the issue: Made sure my maxstartups is ok: bash: grep MaxStartups /etc/ssh/sshd_config #MaxStartups 10:30:60 Made sure hosts.deny is clear of denials. Made sure hosts.allow has my client IP. Clear out known_hosts on client Changed ownership of /var/run to root Made sure etc/run/ssh is Made sure /var/empty exists Reinstall openssh-server Reinstall ubuntu When I run telnet localhost, I get this: telnet localhost Trying ::1... Trying 127.0.0.1... telnet: Unable to connect to remote host: Connection refused When I run /usr/sbin/sshd -t Could not load host key: /etc/ssh/ssh_host_rsa_key Could not load host key: /etc/ssh/ssh_host_dsa_key When I regenerate the keys with ssh-keygen -t rsa -f /etc/ssh/ssh_host_rsa_key ssh-keygen -t dsa -f /etc/ssh/ssh_host_dsa_key I get the same error. I am pretty sure this is the issue. Can anyone help?

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  • Using Samba to share a folder from a Linux guest with a Windows host in VirtualBox

    - by AmV
    I would like to share a folder from a Linux Guest with a Windows host (with read and write access if possible) in VirtualBox. I read in these two links: here and here that it's possible to do this using Samba, but I am a little bit lost and I need more information on how to proceed. So far, I managed to set up two network adapters (one NAT and one host-only) and install Samba on the Linux guest, but now I have the following questions: What do I need to type in samba.conf to share a folder from the Linux guest? (the tutorial provided in one of the links above only explains how to share home directories) Are there any Samba commands that need to be executed on the guest to enable sharing? How do I make sure that these folders are only available to the host OS and not on the Internet? Once the Linux guest is setup, how do I access each of the individual shared folders from the Windows host? I read that I need to mount a drive on Windows to do this, but do I use Samba logins, or Linux logins, also do I use localhost? or do I need to set up an IP for this? Thanks!

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  • Defragging Host OS of VMWare

    - by JackLocke
    Hi All, I want to ask something that has been puzzling me from last few days. I will try to explain my problem as clear as I can ... I have VMWare Workstation installed in my machine. And I use one separate 100Gb drive which stores all of my virtual machines, nothing else. Now, last week I was playing with a De-fragmentation tool called "Smart Defrag" which showed me in its analysis report that my drive where I am currently storing all of my Virtual Machines has more than 80% of fragmentation !!! Now my question is ... What will be the effect on my Guest / VM machine performance if I defrag my Host machine ... I mean this Host machine is essentially storing those virtual machines, but still dont have any direct access to what ever is stored in those machines ... so defraging the host should not cause any problem. But before proceeding, I want to hear from other people who may have met same problem. I will really appreciate any help ... BTW, I am using Windows 7 as Host and the guest machines I am using are Windows 2008 & 2003 & Ubuntu 10.04 THanks, Jack

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  • vSphere - datastore falling off a host

    - by Chadddada
    Recently we have been running the vCheck powershell script daily in order to help in monitoring our vSphere ESX 4.0 environment. One of the oddities that we have been seeing is that some of the datastores on the SAN don't always show up on every host. Our hosts are connected redundantly, via FC, to some brocade FC switches, which then connect via fiber to our EMC Ax4 SAN. While all the datastores are presented to each host we have, and they see them initially, they sometimes seem to fall off and are no longer visible. It easy enough to rescan for datastores and add them back to the hosts the hosts but this seems to be an error. Has anyone else seen this or know why it may be happening? Responses to questions: 1. Is it always the same ESX servers that lose their connection? – Scott Warren No this happens randomly on random hosts. If a VM is running on a particular host, of which the VM's disks are on a SAN datastore, then that datastore won't disappear. It seems to happen if a host doesn't touch a datastore for a bit and it just forgets about it.

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  • Host ::1 resolves to remote IP

    - by thebuckst0p
    /etc/hosts files usually have this line, ::1 localhost. I thought ::1 was the equivalent of 127.0.0.1/localhost, and from my reading it seems to be the IPv6 version. So I was using it in Apache for firewalling, "Allow from ::1" and it only allowed local. Then suddenly that stopped working, so I pinged ::1 and got a remote IP address. I tracerouted it and it went through my ISP, through some Microsoft server, then another half dozen steps of asterisks... I'm not sure why this would be (the remote IP), but it doesn't seem good. I grep'd my hard drive for the remote IP and it doesn't appear anywhere. Is this some indicator that I'm being hacked, or normal behavior? Maybe my IPv6 settings are wrong? (This is a brand new MacBookPro with Snow Leopard.) Any ideas about this would be great - what is ::1 supposed to be, why would it be remote, should I be worried, how do I get it back to localhost? Thank you!

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  • Host Name Resolution - ISA 2006 - VPN PPTP

    - by Brian Lee Jackson
    We are running an ISA 2006 server and PPTP VPN connection works fine. Clients are able to connect to internet, access Outlook, CRM, etc. The problem we are encountering is that host name resolution is not working. Example, when connected via VPN I can’t ping any box other than the VPN server by the host name. Nslookup also fails. I can ping everything fine via IP address. But for clients, they need to be able to access their “mapped” drives over the VPN which all are mapped by host name. I recently took over this position and it sounds like this used to work. What would be the best place to check first? I haven’t had much exposure to ISA and have been reading up a bit on installation procedures, etc. DNS is hosted and running on our domain controller, as well as WINS. It isn’t on the ISA box. Is there a firewall policy that perhaps got removed? What usually is required for host name resolution to pass through. Any help would be appreciated, thanks!

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  • How to setup ping between XP guest from Win8 Host using Hyper-V virtual swtich

    - by rism
    Hyper-V client is installed on a Win8 Pro 64 bit box and a VM running XP has been created within that with an internal virtual swtich. The VM can be booted and accessed and there is a default virtual NIC within it with dynamic IP of 169.254.x.x which i have changed to be a static IP of 192.168.0.12/255.255.255.0 confirmed via ipconfig on the XP guest. The Host has IP of 192.168.0.7/255.255.255.0. Both host and guest have their firewalls disabled for simplicity. I cant ping guest from host nor host from guest. TTL timeout. And with regard to Hyper-V and VMs I dont know what to do next. Both are in same workgroup (as per name) but since they cant ping I guess that means nothing. .... My objective is to share a folder on VM so I can install a 32bit accountancy app that wont run on Win8/7 so if there is a more simplistic way then Im all ears but typically a peer to peer is very simple.

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  • Prevent Linux from processing incoming ICMP Host unreachable packets

    - by bbc
    I have a test setup with one host on a network (10.1.0.0/16) talking via TCP to another one on another network (10.2.0.0/16) and a gateway in the middle. Sometimes, the TCP connection is lost and while scanning the trace (pcap), I looks like it's because of just one ICMP Host unreachable message sent by the gateway to 10.1.0.1 at some point. 10.1.0.1 then sends a TCP RST to 10.2.0.1. In my opinion, the gateway (pfSense) is broken or not configured correctly but anyway, for testing purposes, I'd like to block this kind of ICMP on the host (10.1.0.1) before it has an influence on my TCP connection (or does it? I'm not even sure). I've tried iptables: iptables -I INPUT -i eth0 -p icmp --icmp-type host-unreachable -j DROP but while it does a good job at preventing userpace applications like ping from receiving these ICMP messages, my TCP connection still comes to an end when the alleged "killer ICMP packet" is sent by the gateway. Am I right about how it is processed? If yes, then what can I do to achieve my goal?

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  • iptables rule on INPUT between 2 ethernet cards on the same host

    - by user1495181
    I have 2 eth cards on the same host. Both connected directly with LAN cable. I set eth0 with ip - 192.168.1.2 I set eth1 with ip - 192.168.1.1 I set this rule: iptables -A INPUT -p tcp -j NFQUEUE --queue-num 0 There are no other rules. (I ran iptables -X,-F) I send TCP syn packet ( with c++ program by using raw socket) from 192.168.1.2 to 192.168.1.1 In wireshark i see that the packet received on eth0, but the iptables rule (above) dosnt apply for this packet. when i sent the packet to remote host and apply this rule on the remote host than it work correct. So, i guess that this is due to the fact that both eth cards exists the same host. . I need to create iptables INPUT rule for local eth card (dest and src on the same machine ). I need it for simplify test. Did i guess the problem correct? is there a way to bypass this? Ps - connected them via switch didn't help. the rule wasn't applied. Run on Ubuntu. TCDUMP show the packet: 10:48:42.365002 IP 192.168.1.2.38550 > 192.168.1.1.34298: Flags [S], seq 0, win 5840, length 0 but logging of iptables like this, has nothing: iptables -A INPUT -p tcp -j LOG --log-prefix '*****************' iptables -A OUTPUT -p tcp -j LOG --log-prefix '#################'

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  • IIS 7: launch unique site instance per host name

    - by OlduwanSteve
    Is it possible to configure IIS 7 so that a single site with multiple bindings (or wildcard bindings) will launch a unique instance for each unique host name? To explain why this is desirable, we have an application that retrieves its configuration from a remote system. The behaviour of the application is governed by this configuration and not by the 'web.config'. The application uses its host name as a key to retrieve the configuration. Currently it is a manual process to create an identical IIS site for each instance of the application, differing only by the bindings. My thought, if it were possible, is that it would be nice to have one IIS site that effectively works as a template for an arbitrary number of dynamic sites. Whenever it is accessed by a unique host name a new instance of the site would be launched, and all further requests to that host name would go to that instance just as though I had created the site by hand. I use IIS regularly, but only for fairly straightforward site hosting. I'd like to know if this could be configured with vanilla IIS 7, but would also welcome answers that require a plugin or 3rd party product. Programming/architectural suggestions about changes to the app wouldn't really be appropriate for serverfault.

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  • Where to host open source projects?

    - by DaGinOMG
    I program open source php scripts and I host the projects' websites on my own server. I'm not sure where to host the code. Maybe on an own svn, or on a website like github, sourgeforce, google code?!? Where do you host your code / Where would you host your code? Thanks

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  • VirtualBox - bridged adapter settings fail in Windows 7 host

    - by pcampbell
    Consider a Windows 7 host where the VirtualBox guest is configured to use Bridged Adapter. An exception is raised when starting this guest machine: Failed to open/create the internal network HostInterfaceNetworking (VERR_SUPDRV_COMPONENT_NOT_FOUND) Result Code: E_FAIL (0x80004005) What resolution is there to this problem for Bridged Adapters in VirtualBox? The solutions attempted: changed Adapter Type to all available choices. No changes. uninstall VirtualBox, reboot host, re-install VirtualBox. No change in behaviour. edited the machine's .xml file, wiping out all <Network> <Adapter> nodes. Had VirtualBox re-create those nodes. No change. Host Details Oracle VirtualBox 3.2.4 (release 62467) Windows 7 x86

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  • How to enable 3D acceleration under VMware workstation 8, Ubuntu 11.10 host, Ubuntu 11.10 guest

    - by Yan Zhou
    I saw there are similar questions, but I don't think they answer exactly my questions. Did anyone managed to get 3D acceleration work under VMWare workstation 8? I have VMware 8.01 installed on Ubuntu 11.10. The guest I am trying is also Ubuntu 11.10. I manually installed vmware-tools and it went well, except the X-config part was skipped as it said the distribution driver is used. The guest runs well but it seems fall back to 2D mode. Does any one has any idea how to enable 3D acceleration under VMWare workstaion with Linux guest?

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  • Cisco PIX 8.0.4, static address mapping not working?

    - by Bill
    upgrading a working Pix running 5.3.1 to 8.0.4. The memory/IOS upgrade went fine, but the 8.0.4 configuration is not quite working 100%. The 5.3.1 config on which it was based is working fine. Basically, I have three networks (inside, outside, dmz) with some addresses on the dmz statically mapped to outside addresses. The problem seems to be that those addresses can't send or receive traffic from the outside (Internet.) Stuff on the DMZ that does not have a static mapping seems to work fine. So, basically: Inside - outside: works Inside - DMZ: works DMZ - inside: works, where the rules allow it DMZ (non-static) - outside: works But: DMZ (static) - outside: fails Outside - DMZ: fails (So, say, udp 1194 traffic to .102, http to .104) I suspect there's something I'm missing with the nat/global section of the config, but can't for the life of me figure out what. Help, anyone? The complete configuration is below. Thanks for any thoughts! ! PIX Version 8.0(4) ! hostname firewall domain-name asasdkpaskdspakdpoak.com enable password xxxxxxxx encrypted passwd xxxxxxxx encrypted names ! interface Ethernet0 nameif outside security-level 0 ip address XX.XX.XX.100 255.255.255.224 ! interface Ethernet1 nameif inside security-level 100 ip address 192.168.68.1 255.255.255.0 ! interface Ethernet2 nameif dmz security-level 10 ip address 192.168.69.1 255.255.255.0 ! boot system flash:/image.bin ftp mode passive dns server-group DefaultDNS domain-name asasdkpaskdspakdpoak.com access-list acl_out extended permit udp any host XX.XX.XX.102 eq 1194 access-list acl_out extended permit tcp any host XX.XX.XX.104 eq www access-list acl_dmz extended permit tcp host 192.168.69.10 host 192.168.68.17 eq ssh access-list acl_dmz extended permit tcp 10.71.83.0 255.255.255.0 192.168.68.0 255.255.255.0 eq ssh access-list acl_dmz extended permit tcp 10.71.83.0 255.255.255.0 192.168.68.0 255.255.255.0 eq 5901 access-list acl_dmz extended permit udp host 192.168.69.103 any eq ntp access-list acl_dmz extended permit udp host 192.168.69.103 any eq domain access-list acl_dmz extended permit tcp host 192.168.69.103 any eq www access-list acl_dmz extended permit tcp host 192.168.69.100 host 192.168.68.101 eq 3306 access-list acl_dmz extended permit tcp host 192.168.69.100 host 192.168.68.102 eq 3306 access-list acl_dmz extended permit tcp host 192.168.69.101 host 192.168.68.101 eq 3306 access-list acl_dmz extended permit tcp host 192.168.69.101 host 192.168.68.102 eq 3306 access-list acl_dmz extended permit tcp 10.71.83.0 255.255.255.0 host 192.168.68.101 eq 3306 access-list acl_dmz extended permit tcp 10.71.83.0 255.255.255.0 host 192.168.68.102 eq 3306 access-list acl_dmz extended permit tcp host 192.168.69.104 host 192.168.68.101 eq 3306 access-list acl_dmz extended permit tcp host 192.168.69.104 host 192.168.68.102 eq 3306 access-list acl_dmz extended permit tcp 10.71.83.0 255.255.255.0 host 192.168.69.104 eq 8080 access-list acl_dmz extended permit tcp 10.71.83.0 255.255.255.0 host 192.168.69.104 eq 8099 access-list acl_dmz extended permit tcp host 192.168.69.105 any eq www access-list acl_dmz extended permit tcp host 192.168.69.103 any eq smtp access-list acl_dmz extended permit tcp host 192.168.69.105 host 192.168.68.103 eq ssh access-list acl_dmz extended permit tcp host 192.168.69.104 any eq www access-list acl_dmz extended permit tcp host 192.168.69.100 any eq www access-list acl_dmz extended permit tcp host 192.168.69.100 any eq https pager lines 24 mtu outside 1500 mtu inside 1500 mtu dmz 1500 icmp unreachable rate-limit 1 burst-size 1 no asdm history enable arp timeout 14400 global (outside) 1 interface nat (inside) 1 0.0.0.0 0.0.0.0 nat (dmz) 1 0.0.0.0 0.0.0.0 static (dmz,outside) XX.XX.XX.103 192.168.69.11 netmask 255.255.255.255 static (inside,dmz) 192.168.68.17 192.168.68.17 netmask 255.255.255.255 static (inside,dmz) 192.168.68.100 192.168.68.100 netmask 255.255.255.255 static (inside,dmz) 192.168.68.101 192.168.68.101 netmask 255.255.255.255 static (inside,dmz) 192.168.68.102 192.168.68.102 netmask 255.255.255.255 static (inside,dmz) 192.168.68.103 192.168.68.103 netmask 255.255.255.255 static (dmz,outside) XX.XX.XX.104 192.168.69.100 netmask 255.255.255.255 static (dmz,outside) XX.XX.XX.105 192.168.69.105 netmask 255.255.255.255 static (dmz,outside) XX.XX.XX.102 192.168.69.10 netmask 255.255.255.255 access-group acl_out in interface outside access-group acl_dmz in interface dmz route outside 0.0.0.0 0.0.0.0 XX.XX.XX.97 1 route dmz 10.71.83.0 255.255.255.0 192.168.69.10 1 timeout xlate 3:00:00 timeout conn 1:00:00 half-closed 0:10:00 udp 0:02:00 icmp 0:00:02 timeout sunrpc 0:10:00 h323 0:05:00 h225 1:00:00 mgcp 0:05:00 mgcp-pat 0:05:00 timeout sip 0:30:00 sip_media 0:02:00 sip-invite 0:03:00 sip-disconnect 0:02:00 timeout sip-provisional-media 0:02:00 uauth 0:05:00 absolute dynamic-access-policy-record DfltAccessPolicy no snmp-server location no snmp-server contact snmp-server enable traps snmp authentication linkup linkdown coldstart crypto ipsec security-association lifetime seconds 28800 crypto ipsec security-association lifetime kilobytes 4608000 telnet 192.168.68.17 255.255.255.255 inside telnet timeout 5 ssh timeout 5 console timeout 0 threat-detection basic-threat threat-detection statistics access-list no threat-detection statistics tcp-intercept ! class-map inspection_default match default-inspection-traffic ! ! policy-map type inspect dns preset_dns_map parameters message-length maximum 512 policy-map global_policy class inspection_default inspect dns preset_dns_map inspect ftp inspect h323 h225 inspect h323 ras inspect netbios inspect rsh inspect rtsp inspect skinny inspect esmtp inspect sqlnet inspect sunrpc inspect tftp inspect sip inspect xdmcp ! service-policy global_policy global prompt hostname context Cryptochecksum:2d1bb2dee2d7a3e45db63a489102d7de

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  • Start Developing a Multiplayer Online Client to host existing video game

    - by Rami.Shareef
    GameRanger Garena ... etc I'm planning to start developing a small online client like these mentioned above (for friends usage), where the player that hosts the game is the server him self. was looking through the web for something to start with, but couldnt find any resources for this request!. Planning to do it with .NET technology, I have a good decent development experience. Any good resources to start with? the game I'm aiming to support is WarCraft III The frozen throne as start

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  • That Escalated Quickly

    - by Jesse Taber
    Originally posted on: http://geekswithblogs.net/GruffCode/archive/2014/05/17/that-escalated-quickly.aspxI have been working remotely out of my home for over 4 years now. All of my coworkers during that time have also worked remotely. Lots of folks have written about the challenges inherent in facilitating communication on remote teams and strategies for overcoming them. A popular theme around this topic is the notion of “escalating communication”. In this context “escalating” means taking a conversation from one mode of communication to a different, higher fidelity mode of communication. Here are the five modes of communication I use at work in order of increasing fidelity: Email – This is the “lowest fidelity” mode of communication that I use. I usually only check it a few times a day (and I’m trying to check it even less frequently than that) and I only keep items in my inbox if they represent an item I need to take action on that I haven’t tracked anywhere else. Forums / Message boards – Being a developer, I’ve gotten into the habit of having other people look over my code before it becomes part of the product I’m working on. These code reviews often happen in “real time” via screen sharing, but I also always have someone else give all of the changes another look using pull requests. A pull request takes my code and lets someone else see the changes I’ve made side-by-side with the existing code so they can see if I did anything dumb. Pull requests can facilitate a conversation about the code changes in an online-forum like style. Some teams I’ve worked on also liked using tools like Trello or Google Groups to have on-going conversations about a topic or task that was being worked on. Chat & Instant Messaging  - Chat and instant messaging are the real workhorses for communication on the remote teams I’ve been a part of. I know some teams that are co-located that also use it pretty extensively for quick messages that don’t warrant walking across the office to talk with someone but reqire more immediacy than an e-mail. For the purposes of this post I think it’s important to note that the terms “chat” and “instant messaging” might insinuate that the conversation is happening in real time, but that’s not always true. Modern chat and IM applications maintain a searchable history so people can easily see what might have been discussed while they were away from their computers. Voice, Video and Screen sharing – Everyone’s got a camera and microphone on their computers now, and there are an abundance of services that will let you use them to talk to other people who have cameras and microphones on their computers. I’m including screen sharing here as well because, in my experience, these discussions typically involve one or more people showing the other participants something that’s happening on their screen. Obviously, this mode of communication is much higher-fidelity than any of the ones listed above. Scheduled meetings are typically conducted using this mode of communication. In Person – No matter how great communication tools become, there’s no substitute for meeting with someone face-to-face. However, opportunities for this kind of communcation are few and far between when you work on a remote team. When a conversation gets escalated that usually means it moves up one or more positions on this list. A lot of people advocate jumping to #4 sooner than later. Like them, I used to believe that, if it was possible, organizing a call with voice and video was automatically better than any kind of text-based communication could be. Lately, however, I’m becoming less convinced that escalating is always the right move. Working Asynchronously Last year I attended a talk at our local code camp given by Drew Miller. Drew works at GitHub and was talking about how they use GitHub internally. Many of the folks at GitHub work remotely, so communication was one of the main themes in Drew’s talk. During the talk Drew used the phrase, “asynchronous communication” to describe their use of chat and pull request comments. That phrase stuck in my head because I hadn’t heard it before but I think it perfectly describes the way in which remote teams often need to communicate. You don’t always know when your co-workers are at their computers or what hours (if any) they are working that day. In order to work this way you need to assume that the person you’re talking to might not respond right away. You can’t always afford to wait until everyone required is online and available to join a voice call, so you need to use text-based, persistent forms of communication so that people can receive and respond to messages when they are available. Going back to my list from the beginning of this post for a second, I characterize items #1-3 as being “asynchronous” modes of communication while we could call items #4 and #5 “synchronous”. When communication gets escalated it’s almost always moving from an asynchronous mode of communication to a synchronous one. Now, to the point of this post: I’ve become increasingly reluctant to escalate from asynchronous to synchronous communication for two primary reasons: 1 – You can often find a higher fidelity way to convey your message without holding a synchronous conversation 2 - Asynchronous modes of communication are (usually) persistent and searchable. You Don’t Have to Broadcast Live Let’s start with the first reason I’ve listed. A lot of times you feel like you need to escalate to synchronous communication because you’re having difficulty describing something that you’re seeing in words. You want to provide the people you’re conversing with some audio-visual aids to help them understand the point that you’re trying to make and you think that getting on Skype and sharing your screen with them is the best way to do that. Firing up a screen sharing session does work well, but you can usually accomplish the same thing in an asynchronous manner. For example, you could take a screenshot and annotate it with some text and drawings to illustrate what it is you’re seeing. If a screenshot won’t work, taking a short screen recording while your narrate over it and posting the video to your forum or chat system along with a text-based description of what’s in the recording that can be searched for later can be a great way to effectively communicate with your team asynchronously. I Said What?!? Now for the second reason I listed: most asynchronous modes of communication provide a transcript of what was said and what decisions might have been made during the conversation. There have been many occasions where I’ve used the search feature of my team’s chat application to find a conversation that happened several weeks or months ago to remember what was decided. Unfortunately, I think the benefits associated with the persistence of communicating asynchronously often get overlooked when people decide to escalate to a in-person meeting or voice/video call. I’m becoming much more reluctant to suggest a voice or video call if I suspect that it might lead to codifying some kind of design decision because everyone involved is going to hang up the call and immediately forget what was decided. I recognize that you can record and archive these types of interactions, but without being able to search them the recordings aren’t terribly useful. When and How To Escalate I don’t mean to imply that communicating via voice/video or in person is never a good idea. I probably jump on a Skype call with a co-worker at least once a day to quickly hash something out or show them a bit of code that I’m working on. Also, meeting in person periodically is really important for remote teams. There’s no way around the fact that sometimes it’s easier to jump on a call and show someone my screen so they can see what I’m seeing. So when is it right to escalate? I think the simplest way to answer that is when the communication starts to feel painful. Everyone’s tolerance for that pain is different, but I think you need to let it hurt a little bit before jumping to synchronous communication. When you do escalate from asynchronous to synchronous communication, there are a couple of things you can do to maximize the effectiveness of the communication: Takes notes – This is huge and yet I’ve found that a lot of teams don’t do this. If you’re holding a meeting with  > 2 people you should have someone taking notes. Taking notes while participating in a meeting can be difficult but there are a few strategies to deal with this challenge that probably deserve a short post of their own. After the meeting, make sure the notes are posted to a place where all concerned parties (including those that might not have attended the meeting) can review and search them. Persist decisions made ASAP – If any decisions were made during the meeting, persist those decisions to a searchable medium as soon as possible following the conversation. All the teams I’ve worked on used a web-based system for tracking the on-going work and a backlog of work to be done in the future. I always try to make sure that all of the cards/stories/tasks/whatever in these systems always reflect the latest decisions that were made as the work was being planned and executed. If held a quick call with your team lead and decided that it wasn’t worth the effort to build real-time validation into that new UI you were working on, go and codify that decision in the story associated with that work immediately after you hang up. Even better, write it up in the story while you are both still on the phone. That way when the folks from your QA team pick up the story to test a few days later they’ll know why the real-time validation isn’t there without having to invoke yet another conversation about the work. Communicating Well is Hard At this point you might be thinking that communicating asynchronously is more difficult than having a live conversation. You’re right: it is more difficult. In order to communicate effectively this way you need to very carefully think about the message that you’re trying to convey and craft it in a way that’s easy for your audience to understand. This is almost always harder than just talking through a problem in real time with someone; this is why escalating communication is such a popular idea. Why wouldn’t we want to do the thing that’s easier? Easier isn’t always better. If you and your team can get in the habit of communicating effectively in an asynchronous manner you’ll find that, over time, all of your communications get less painful because you don’t need to re-iterate previously made points over and over again. If you communicate right the first time, you often don’t need to rehash old conversations because you can go back and find the decisions that were made laid out in plain language. You’ll also find that you get better at doing things like writing useful comments in your code, creating written documentation about how the feature that you just built works, or persuading your team to do things in a certain way.

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