Frequently Asked Questions (FAQs)
Frequently Asked Questions (FAQs) P/N 82092502, Revision C Copyright © 2003 by Multi-Tech Systems, Inc. All rights reserved. This publication may not be reproduced, in whole or in part, without prior expressed written permission from Multi-Tech Systems, Inc. Multi-Tech Systems, Inc. makes no representation or warranties with respect to the contents hereof and specifically disclaims any implied warranties of merchantability or fitness for any particular purpose. Furthermore, Multi-Tech Systems, Inc.
Contents Frequently-Asked Questions .........................................................................4 General CommPlete System FAQs .........................................................5 3rd Party Authentication and Accounting Software FAQs ...........................7 Upgrade (Hardware/Software/Firmware) FAQs ........................................9 RASExpress FAQs ..............................................................................
Frequently Asked Questions (FAQs) Frequently-Asked Questions This document lists many of the most frequently-asked questions that our Engineering and Tech Support groups have to answer. They are posted here to help you more fully understand the CommPlete in general, and several related topics as well, so as to help you avoid making a support call.
General CommPlete System FAQs Q1. What are the main applications for the CommPlete? A1. The CommPlete is ideal for Internet Service Providers, enterprise LANs, and corporate intranet remote access applications requiring remote access solutions for up to 192 users. The CommPlete provides dial-in/dial-out operation, V.90/56K modem technology with digital channelized T1, and Primary Rate ISDN access, all in one system. Q2.
Frequently Asked Questions (FAQs) Q6. How do I dial out or fax with a CommPlete modem? A6. There are two ways that you can dial out or fax with a CommPlete modem through a T1 or PRI line. The first option for dialing out, Telnet Dial-Out, is a feature of the RASExpress software that comes pre-installed on each RASCard. To use it, simply telnet to the RASCard, and choose the first menu item, which is “Dial out.
3rd Party Authentication and Accounting Software FAQs Q9. RADIUS authentication is not working. How can I troubleshoot RASExpress and RADIUS problems? A9. If you are dialing into the CommPlete Server using a PPP dialer (such as Win95 Dial-Up Networking) try to dial in using a terminal program. Dial into the rack using HyperTerminal (or any other terminal program). Log into the RASExpress Server manually. If you can log in and get to a RASExpress menu, the RASExpress Server is communicating with RADIUS.
Frequently Asked Questions (FAQs) If dialing from a terminal program works, make one minor change before you dial in using the Win95 dialer. Change the connection settings so that the Terminal Window will appear after connection. Dial out using the Win95 dialer, but type the Username and Password manually. Then choose Option #1 (PPP Session) and click the Continue button. If this works, there is a problem with PAP authentication and TACACS+.
Upgrade (Hardware/Software/Firmware) FAQs Q12. How can I determine the versions of the firmware and the boot code in my CommPlete modems? A12. Perform the following steps: 8. Telnet to the controller and log in as supervisor. 9. At the # prompt, type ONLINE modem, where modem is the alphanumeric identifier of a modem in the chassis. (Ex. ONLINE 3A for Slot 3, Modem A) The controller will give you a “window” in which you can type commands directly to the modem. 10. Type ATI3.
Frequently Asked Questions (FAQs) Q14. How do I update the firmware code of the modems in my CommPlete Server? A14. The instructions in this file use the scenario of updating the MT5634HD8 modems in slots 2-4. The steps below use this scenario to provide you with examples of the commands to enter. The instructions also assume that you are using a controller running 2.40 firmware or later. 1.
. When the update is finished, use the ONLINE command to go online with one modem from each of the cards that you updated. Example: "ONLINE 2A,3A,4A" starts an online session with the first modem of each card 12. Type ATI. The modem will respond with its new firmware version. Example: [0] A:\ # ONLINE 2A ==== Online with device: Slot 02 Device A ==== ==== type " and ?" to display help information ==== ATI Lucent kfd254 MT5634HD8 Central Site Data Modem Version 1.04C OK 13.
Frequently Asked Questions (FAQs) 8. Press ENTER to confirm the conditions, or type n to abort the update process. If you confirm the conditions, the controller will check the file for errors. DO NOT PRESS ANY KEYS DURING THE FILE CHECK. Doing so will abort the file check and start the update of the firmware, which risks flashing damaged code into the controller. 9. If the controller finds no errors in the file, it will start updating itself.
10. To find out how much of the update that the controller has performed, type UPDATE. The controller will respond with "No Update in Progress" when the update is complete. In addition, the controller will reset the T1 card after flashing it, causing the card's LEDs to change states. 11. When the update is finished, type T1STATUS location, where “location" is the specifier of the T1 card you have updated. T1STATUS will show the firmware version of the T1 card, which should be "1.07c/1.06".
Frequently Asked Questions (FAQs) RASExpress FAQs Q19. RASExpress shows some lines stuck in the “INITIALIZING” or “PPP CLIENT” state without users attached to them. How can I fix this? A19. First, update your modems to the latest release of firmware (see Q14). Then, upgrade the RASExpress software on your RASCard to the latest release of software (see Q17).
Digital Modem (MT5634HD8, MT5634HD16) FAQs Q21. Can I expect to achieve 56Kbps transmission over existing phone lines? A21. The condition of the local loop will determine the actual performance level achieved. Some lines will support 56Kbps all the time, while other lines are not capable of supporting it. Other lines will permit speeds between 33.6 and 56Kbps. Q22. Does V.90/K56flex provide 56Kbps in both directions? A22. V.90/K56flex is asymmetrical.
Frequently Asked Questions (FAQs) ISDN PRI (MTPRI-HD23B and MTPRI-HD30B) FAQs 16 Q23. What switch types does the CommPlete support? A23. DMS-100, 5ESS, NI-2, NTT, 1TR6, EuroISDN (NET 5), VN2 and VN3, Japan NTT. Q24. Can I allow users to place an analog modem call and/or an ISDN call to the unit? A24. Yes. Arrange to have a single line and your users can dial in with either analog modems or ISDN T/As. The unit will automatically detect and handle each call as required. Q25.
T1 Interface (RAS96xx/T1) FAQs Q28. What is the best type of dial-in T1 line to get ? A28. Any type of channelized T1 will work, but you probably should get an "Advanced T1" line if you plan on using V.90 modems and want to provide connect speeds above 33.6k. An Advanced T1 line will almost always use Immediate Start or Wink Start as the FXS signalling type. Most Ground Start or Loop Start circuits will not allow for PCM (digital) connections.
Frequently Asked Questions (FAQs) Q30. Some callers say their modems will simply not connect with the V.90 modems in my CommPlete Server. What can be done to about this? A30. Some modems that were designed prior to the introduction of V.90 technology have a difficult time handshaking past the initial V.90 tone, known as the V.8bis tone. The CommPlete V.90 modems generate this tone almost immediately after going off-hook to answer a call.
Q33. How do I know if my ISDN BRI (2B+D) line is properly connected to the Telco? A33. Consult the manual for more information, or try making a call. If the call is successful, then you are properly connected (assuming the answering device is capable of answering the call type placed and was not Busy).
Frequently Asked Questions (FAQs) Dial-in Access FAQs 20 Q34. How do I set up my ISDN ports for dial-in service? A34. Refer to the manuals that came with your access device. Q35. How do I correctly enter ISDN SPID and DN numbers? A35. Obtain the SPID and DN numbers from your telco representative (write them down verbatim in your manual for future reference) and enter the numbers in the format shown in the CommPlete documentation set. Q36.
Q40. My MTPRI-HD23B PRI card’s CHANNEL CLOCK LED is lit. Is that normal? A40. Yes; when lit it indicates proper channel clocking is taking place. Q41. My MTPRI-HD23B PRI card’s HEART BEAT LED is lit. Is that normal? A41. No; if the HEART BEAT LED is lit, the firmware has encountered an unrecoverable error. Restart the CommPlete system. Call Tech Support if the problem persists (see Q62). Q42. My MTPRI-HD23B PRI card’s PHY LINK LED is off. Is that normal? A42.
Frequently Asked Questions (FAQs) Q45. Modems make only a high-pitched whirring sound when they negotiate, preventing users from connecting. What could be the problem? A45. The method of troubleshooting this symptom depends on what type of digital line you have. If you have a PRI line, skip to the last paragraph of this answer. For T1, this is most likely a T1 card configuration problem. The digital signaling is probably not correct between the T1 switch and your CommPlete Server’s T1 card.
Q46. Our new T1 installation only gives a busy signal to dial-in calls. What could be wrong? A46. If you installed your T1 recently, the T1 line may be out of service at the telephone company’s switch. If you have had the CommPlete Server powered off—that is, the power supplies were turned off—for more than a couple of minutes, the telephone company’s switch may have automatically set your T1 line out-of-service.
Frequently Asked Questions (FAQs) Q52. How can I get my CommPlete system to be able to make central site originated calls (with callback security) at V.90 rates? A52. Central site call origination is available with a firmware upgrade (see Q14). Additional Questions Q53. How do I set up Dial-Up Networking (DUN) in Windows 95/98/NT to dial into the CommPlete Server? A53. Each operating system uses different interfaces when configuring DUN.
The next step involves editing the RADIUS server’s user data file (called the Users file). Since different RADIUS servers implement their security features differently, this FAQ will provide only a general answer to cover most RADIUS servers. In RADIUS, each user must have a Service-Type of “Framed” and Framed-Protocol of “PPP.” Add the attribute Framed-IP-Address to each user entry, if it doesn’t exist. If a user requires a static address, set Framed-IPAddress to the static address.
Frequently Asked Questions (FAQs) Q58. What can I do to test a system prior to bringing it online? A58. To test your system before announcing it to your users, follow these steps: 1. Configure the system according to the Quick Start Guide that is part of the CommPlete Manuals Kit. However, do not connect the T1 or PRI line to the CommPlete. Can you log into the Controller module and the RASCard via Telnet? If not, check the physical connection from the network to the CommPlete Server.
Q59. What is the Server Message file, and how can I use its contents for troubleshooting? A59. The Server Message file, SERVER.MSG, is an ASCII text file that contains the messages RASExpress generates when certain events occur. The scope of the messages ranges from port-specific events to global (server) events. Portspecific messages include (but are not limited to) usernames, connect speeds, and authentication messages.
Frequently Asked Questions (FAQs) OK 4. Repeat steps 2-3 for each modem you specified in the ONLINE command in step 1. Press Esc-N to go online with the next modem you specified. 5. Press Esc twice to exit the ONLINE session. Updating the Boot Code If you have determined that your modems are compatible with 2.00 or later boot code, then you may update them. WARNING: Boot code version 2.02 requires that you have a controller running firmware version 2.40 or later.
10. To find out how much of the update that the controller has performed, type UPDATE. The controller will respond with "No Update in Progress" when the update is complete. 11. When the update is finished, perform step #2 in the Preliminaries section above to check the version of boot code. Example: [0] A:\ # ONLINE 2A ==== Online with device: Slot 02 Device A ==== ==== type " and ?" to display help information ==== ATI 2.02 OK 12.
Frequently Asked Questions (FAQs) For More Information 30 Q61. Where can I get additional information on the CommPlete System, as well as related technical information? A61. From several sources: • C-NET has an excellent explanation of how 56k connections work. Visit their 56k connectivity site at http://www.cnet.com/content/reviews/compare/56kmodems/ss04.html • For system-specific issues, reference the CommPlete online Helps that shipped with your CommPlete System. • http://www.multitech.
Q62. How do I contact Multi-Tech Technical Support? A62. If you experience any problems or questions, you can contact Multi-Tech’s technical support staff, Monday – Friday, 8:30AM to 5:00PM (Central Time), by calling (800) 972-2439. Choose option #6.
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