Specifications

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21.4. Contacting Viola Systems Technical support
The Viola Systems Technical Support is able to help with technical problems related to the Viola
M2M solution. Before contacting Viola Systems Technical Support, make sure that the following
pre-requisites are met:
• The allegedly faulty device has been tested with good troubleshooting practices
• There is a list of the problems/findings/faults available
• If the problem is network related, a detailed network diagram with IP networking plan is
available
• In M2M GW related problems, perform the Viola M2M GW Supportlog gathering (see the
Supportlog icon at the main page of M2M GW’s Webmin GUI) and send the output file to
Technical Support. Usually the Arctic’s system log is needed as well.
21.5. Returning a device to Viola Systems
When sending a device back to Viola systems, follow these instructions:
Ask the VR (RMA) number beforehand via mailbox [e-mail]
Enclose the following details:
• Sender’s information
• Return address
• Type of the device
• Serial number of the device
• Fault description
• Number of devices in the parcel
If not otherwise informed, send the item back to address, (replace the placeholder by received VR
number):
Viola Systems Ltd.
Technical Support /
<VR number>
Lemminkaisenkatu 14-18 A
FI-20520 Turku
FINLAND
22. Appendix F: Frequently asked questions
Question 1
The IP-address and netmask are missing in Arctic’s GUI (they cannot be read) and I cannot set
them.
Answer
You have probably set them in arctic> command line with command setenv ipaddr=<IP
address>, setenv netmask=<netmask> and saveenv.
The problem is that those parameters should be given with space as a separator for parameter and
value. Using equal sign (=) as a separator will cause an error in parsing the value.
Correct with going to the arctic> command line in serial console connection by hitting any key