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. reserves the right to revise this publication and to make changes from time to time in the content hereof without obligation of Multi-Tech Systems, Inc., to notify any person or organization of such revisions or changes.
Revision Date Description A 10/15/98 Manual released. B 11/30/98 Manual Revised. C 7/22/03 Manual Revised. Removed discussion group url.
Multi-Tech, CommPlete, and the Multi-Tech logo are trademarks of Multi-Tech Systems, Inc. Other trademarks and trade names mentioned in this publication belong to their respective owners.
Multi-Tech Systems, Inc. 2205 Woodale Drive Mounds View, Minnesota 55112 (612) 785-3500 or (800) 328-9717 U.S. Fax (612) 785-9874 Technical Support (800) 972-2439 BBS (612) 785-3702 or (800) 392-2432 Fax Back (612) 717-5888 Internet Address: http://www.multitech.com 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 ...... 14 Digital Modem (MT3334HD8, MT5634HD8, MT5634HD16) FAQs...... 15 ISDN PRI (MTPRI-HD23B and MTPRI-HD30B) FAQs ...... 16 T1 Interface (RAS96xx/T1) FAQs...... 17 Troubleshooting FAQs ...... 17 Dial-in Access FAQs ...... 20 Additional Questions ...... 24 For More Information...... 30 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. The FAQs have been categorized as follows: · General CommPlete System FAQs (page 5) · Third Party Authentication and Accounting Software FAQs (page7) · Hardware/Software/Firmware Upgrade FAQs (page 9) · RASExpress Software FAQs (page 14) · Digital Modem (MT5634HD8, MT5634HD16) FAQs (page 15) · ISDN BRI and PRI (MTPRI-HD23B and MTPRI-HD30B) FAQs (page 16) · T1 Interface (RAS96xx/T1) FAQs (page 17) · Troubleshooting FAQs (page 17) · Dial-in Access FAQs (page 20) · Additional Questions (page 24) · For More Information (page 30)
4 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. Are all of the components of the CommPlete Server hot swappable (removed/inserted with power applied)?
A2. NO! RASCARDS AND MODEM CARDS ARE NOT HOT SWAPPABLE. To remove these cards, you must first turn off the RASCard in the segment. If you have a CC9600 chassis with more than one segment, you may leave the two power supplies turned on to keep the other segments running. (A segment consists of a RASCard and the three cards to its right.) You can hot-swap only the Controller module and the CC9600’s redundant power supplies.
Q3. My CommPlete Server is up and running; which files should I back up in case a file gets corrupted in the future?
A3. When you have configured your RASExpress server and have it fully functioning, back up two files from the RAS directory on the RAS Server: Backup the CONFIG.RN file. This file contains all of the configuration information for the RASExpress server. Backup the SERVER.CFG file. This file contains all local security usernames and passwords. You may want to back this file up on a regular basis if you have a large user base that continues to grow.
Q4. Can the CommPlete terminate asynchronous PPP (dial-up from a TA) over ISDN, or synchronous PPP dial-up, or dedicated from LAN-to-LAN (using a router) over ISDN?
A4. The CommPlete supports async-sync PPP. It also supports synchronous PPP for leased line connections.
Q5. Can the PRI/T1 ports be configured to support either T1 or PRI?
A5. No. A single CommPlete RAS segment can support only T1 or PRI, but not both, because T1 segments use different hardware than PRI segments. We provide RAS segment starter kits, which are individual RAS segments pre-configured to use a single PRI line (PRI-Starter), a single T1 line (T1-Starter), or two T1 lines (2T1-Starter). For more information, contact our Sales department at 800-328- 9717.
5 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.” If your RASCard authenticates users with a RADIUS or TACACS+ server, you must provide dial-out permission in the authentication server. Refer to your authentication server’s operation manual for how to set these permissions. The second dial-out option, which works for faxing as well, requires the use of a software redirector, such as our WinMCSI software for Windows 95 and for Windows NT. This software allows users on your LAN to map virtual COM ports on their PCs or workstations to the modems in the CommPlete Server and use them as if they were connected to the modems with a serial cable. With the software installed and configured, a user at a workstation can use Dial-Up Networking to open a PPP connection with another RAS server, HyperTerminal to manually dial into a terminal server, or fax software to send or receive faxes. For more information about WinMCSI software, contact Technical Support at 800-972-2439, and talk to either a Networking technician or a CommPlete Server technician.
Q7. Are the modems flash-upgradeable?
A7. Yes. See Q14 on how to upgrade the modems in your CommPlete Server.
Q8. Is there a Windows NT driver released for the CommPlete?
A8. Yes – there is a preliminary version of the CommPlete driver for Windows NT in a self-extracting file named NT9600.EXE at ftp://ftp.multitech.com/commplete/MISC. This file contains the drivers for the 8- and 16-modem cards for use in an NT 4.0 environment.
6 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. There could be an incorrect setting in RADIUS that is not allowing the remote user to connect via PPP, or possibly PAP authentication is turned off in RADIUS. If dialing from a terminal program works, try to dial in using the Win95 dialer. Before dialing in, change the Connection Settings so the Terminal Window will appear after connection. Dial out using the Win95 dialer, but then 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 RADIUS. If this doesn't work, you may have an IP assignment problem. If you are using DHCP IP addressing, try setting a static group of IP addresses in the RASExpress Server. Telnet into the RASExpress Server and change the IP assignment type to Address Pool. Configure the RASExpress pool to use 24 IP's that are available on your network. Make sure that you have RADIUS as the security type on your RASExpress Server. Also be sure the Primary Server IP address is pointing to your RADIUS server. The Secret password must match the password you have configured in the RADIUS server. Also, make sure the IP address of the RASExpress Server and the Key are in the RADIUS Clients file. The Client Name must be the IP address of the RASExpress Server (not the server name). The Key must be the Secret Password that you have set in the RASExpress Server security section (case sensitive). See also Q59.
Q10. My TACACS+ server is not authenticating. What could be the problem?
A10. Make sure that TACACS+ is set as the Security Type in RASExpress. Also make sure that TACACS+ Encryption is Enabled and the IP address of the Primary Server is pointed towards your TACACS+ server. 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 TACACS+. There could be an incorrect setting in TACACS+ that is not allowing the remote user to connect via PPP, or PAP authentication may be turned off in TACACS+.
7 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+. If this doesn't work, you may have an IP address assignment problem. If you are using DHCP IP addressing, try setting a static group of IP addresses in the RASExpress Server. Telnet into the RASExpress Server and change the IP assignment type to Address Pool. Configure the RASExpress pool to use the 24 IP addresses that are available on your network. Current versions of TACACS+ do support PAP authentication; however, there is an older version of TACACS+ that may not support PAP authentication.
Q11. Q11: I have RADIUS (or TACACS+) Accounting enabled, but I'm not getting any information sent to my authentication server from RASExpress. How can I be sure that Accounting is working in RASExpress?
A11. Perform the following steps: 1. Telnet to the RAS Server. 2. Select option 3, Configuration of RASExpress Server. 3. Enter the Supervisor password. 4. Select option 1, Server Setup. 5. Select option 11, Security. 6. Set option 1, Security Protocol to the correct protocol (either RADIUS or TACACS+). 7. Set option 2, Accounting to Enabled.
8 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. The modem will respond with its firmware version. 11. Type ATI8. The modem will respond with the size of its PROM. This is required information when updating its boot code. 12. Type AT*FS. Although the modem will not respond to this, the command will put the modem into boot mode. 13. Type ATI1. The modem will respond with its boot code version if the boot code is later than version 2.00. Otherwise, the modem will respond only with OK. 14. Press ESC twice to exit the online session. 15. Reset the modem you queried by typing RS modem, where modem is the identifier of the modem you went online with.
Q13. How do I determine the boot code revision level of my CommPlete modem?
A13. On the modem card there is a label on the Flash PROM that indicates the boot code level and firmware level flashed into the modem at the factory. 1. Type the command ONLINE xx (where xx is the modem number, e.g. 4A) 2. Type the command ATI3 to display the modem model and firmware version. 3. Type the command ATI8 to display the boot code flash prom size (PROM SIZE: 4 MEG). A response of 2 meg indicates a modem that is not upgradeable. 4. Type the command AT*FS to force the modem into boot code. 5. Type the command ATI1 to display the boot code version (i.e. 2.00) 6. Hit ESC twice to exit the online window. 7. Type the command RS xx to reset the modem to clear the AT*FS command. For information on updating bootcode, refer to Q60.
Note: Boot code is primarily for faster flashing. 2 meg modems will still accept and run all firmwaare that the 4 meg modems use.
9 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. Using an FTP client program, such as the one that comes with 95/98, delete from the controller at least half of the files in directory "B:\MMM\MR.LOG\". These files are event files that controller generates hourly, and they usually take up all the space the B drive 2. Transfer the firmware file to the root directory of the controller's drive. CAUTION: Do NOT transfer the firmware file to the controller's A The A drive does not have enough space for the Transferring the file to the A drive will cause errors in file and, perhaps, errors in the system. 3. Close your FTP session. Then open a Telnet session with the controller. (Note: A terminal attached to the controller with a null-modem serial cable will perform the same function that the Telnet session perform.) 4. Log in as the supervisor. The default username and password are "supervisor". 5. At the # prompt, type B: to change to the B drive. 6. Type DIR or LS to display the contents of the root directory. Compare the size of the original firmware file to the size of the copied file on the controller. If the sizes do not match, then delete the copy from the controller and re- transfer the original file to the controller. The copy MUST be the same size as the original for the update to work properly. 7. If the controller's copy of the firmware file is the correct size, type UPDATE HD8_104C.HEX modems, where "modems" is the specifier(s) of the modems you wish to update. (For example, 2A:2H identifies the first eight modems on the modem card in slot #2.) The controller will display the conditions of the update—-the number of devices and the name of the firmware file—-and it will ask you if they are correct. 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 modems. 9. If the controller finds no errors in the file, it will start updating the modems. The # prompt will reappear, and the modems will reset. During the update, the CD LED on each of the modems will flash each time its modem receives a packet of boot code from the controller. 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 modems after flashing them, causing the modems' LEDs to flash brightly for about twenty- five seconds.
10 11. 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 "
13. Repeat step 12 for each modem you specified in the ONLINE command in step 11. Press Esc-N to go online with the next modem you specified. 14. Press Esc twice to exit the ONLINE session.
Q15. How do I update the firmware code of my CommPlete Controller module?
A15. The instructions in this file use the scenario of updating the CommPlete controller module. The steps below use this scenario to provide you with examples of the commands to enter. The instructions also assume that you are updating a controller currently running 2.40 firmware or later. 1. Using an FTP client program, such as the one that comes with Windows 95/98, delete from the controller at least half of the files in the directory B:\MMM\MR.LOG\. These files are event files that the controller generates hourly, and they usually take up all the space on the B drive. 2. Transfer the firmware file to the root directory of the controller's B drive. CAUTION: Do NOT transfer the firmware file to the controller's A drive. The A drive does not have enough space for the file. Transferring the file to the A drive will cause errors in the file and, perhaps, errors in the system. 3. Close your FTP session. Then open a Telnet session with the controller. (Note: A terminal attached to the controller with a null-modem serial cable will perform the same function that the Telnet session will perform.) 4. Log in as the supervisor. The default username and password are both supervisor. 5. At the # prompt, type B: to change to the B drive. 6. Type DIR or LS to display the contents of the root directory. Compare the size of the original firmware file to the size of the copied file on the controller. If the sizes do not match, then delete the copy from the controller and re- transfer the original file to the controller. The copy MUST be the same size as the original for the update to work properly. 7. If the controller's copy of the firmware file is the correct size, type UPDATE REL241.HXC. The controller will display the conditions of the update—-the device it will update and the name of the firmware fileit will use—-and it will ask you if they are correct.
11 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. A continuous progress percentage will appear throughout the update. 10. When the update is finished, controller will ask you if you want to reboot it. Type y. The controller will drop your Telnet session and reboot, starting up with the new firmware.
Q16. How do I update the firmware code of my T1 card?
A16. The instructions in this file use the scenario of updating the T1 card in slot 1. 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. Using an FTP client program, such as the one that comes with Windows 95/98, delete from the controller at least half of the files in the directory "B:\MMM\MR.LOG\". These files are event files that the controller generates hourly, and they usually take up all the space on the B drive. 2. Transfer the firmware file to the root directory of the controller's B drive. CAUTION: Do NOT transfer the firmware file to the controller's A drive. The A drive does not have enough space for the file. Transferring the file to the A drive will cause errors in the file and, perhaps, errors in the system. 3. Close your FTP session. Then open a Telnet session with the controller. (Note: A terminal attached to the controller with a null-modem serial cable will perform the same function that the Telnet session will perform.) 4. Log in as the supervisor. The default username and password are both supervisor. 5. At the # prompt, type B: to change to the B drive. 6. Type DIR or LS to display the contents of the root directory. Compare the size of the original firmware file to the size of the copied file on the controller. If the sizes do not match, then delete the copy from the controller and re- transfer the original file to the controller. The copy MUST be the same size as the original for the update to work properly. 7. If the controller's copy of the firmware file is the correct size, type UPDATE - BOOT R96T107C.HEX location, where "location" is the specifier of the T1 card you wish to update. (For example, 1B identifies the first T1 card in slot #1.) The controller will display the conditions of the update—-the identifier of the T1 card and the name of the firmware file—-and it will ask you if they are correct. 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 T1 card. 9. If the controller finds no errors in the file, it will start updating the T1 card. The # prompt will reappear, and the T1 card will reset.
12 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". If not, try updating the T1 card once more. If the firmware doesn't seem to be working, contact Technical Support at the phone number below.
Q17. How do I upgrade the RASExpress software of my CommPlete RASCard?
A17. First, go to the CommPlete Resources web site at http://www.multitech.com/support/CommPlete.htm. From there, you can download the UPGRADE.EXE file for RASExpress. Then, upload the upgrade file to the RAS card into the same directory that RASEXP.EXE resides. Finally, telnet to the RAS card. A fourth option will appear, allowing you to upgrade the server. You can type anything for the upgrade key that RASExpress will ask you for.
Q18. We have a 10BaseT Controller. When do I know that I need a 100BaseT Controller module and 100BaseT network?
A18. Tests have shown that a 100BaseT Controller greatly improves throughput when you have 2 or more segments in the CommPlete populated with RASCards.
13 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). Both the modem firmware and the RASExpress software have modified timings to prevent lines from locking into the “INITIALIZING” or “PPP CLIENT” states. If RASExpress continues to have lines that are locking into these states, then change the initialization string to “ATZ”. To change the string, telnet to the RASCard; choose “Configuration of server”; then, choose “Modem Setup.” Type M; then, select the modem profile that RASExpress is using to initialize the modems. The initialization strings will appear next.
Q20. I have more than one segment (more than one RASCard) in my CommPlete server; how can I use RASExpress Local Security without having to repeatedly enter usernames and passwords into each RASExpress Server?
A20. After creating the new users on one of the RASExpress segments, ftp into that RASExpress Server and download the SERVER.CFG file to your local PC. Then ftp the SERVER.CFG file up to all of the other RASExpress Servers individually. You do not need to delete the SERVER.CFG from the target RASExpress Server before uploading the updated file. The new SERVER.CFG will overwrite the old one. When ftp'ing into a RASExpress Server, log in with supervisor as the username and your RASExpress supervisor password.
14 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. It provides speeds up to 56Kbps in the downstream, and speeds of up to 33.6Kbps (V.34) in the upstream.
15 Frequently Asked Questions (FAQs)
ISDN PRI (MTPRI-HD23B and MTPRI-HD30B) FAQs
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. Do I have to set SPID and directory numbers for each B- Channel, similar to the way the BRI products work?
A25. No, SPID and Directory numbers are not required, since the single D-channel handles all the call setup and teardown into the telco network.
Q26. When I order a PRI line from the telco, can I order a PRI line without T1 ?
A26. No, you must order a T1 line with PRI signaling. PRI signaling is an additional charge to the T1. On the other hand, when you order a PRI line, the monthly charge for the PRI line doesn't include the T1. So, be sure to ask your telco representative about these options.
Q27. What ordering information do I need?
A27. Ordering a circuit for PRI is basically the same as for a T1. Specify Extended Super Frame (ESF) and B8ZS, then terminate at the de-mark with a “smart jack”. If you'll be dialing in and out, then you will need to tell your telco that it's a “two- way” circuit, and that you need 23 B-channels and one D-channel.
16 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. If you have obtained a Ground Start or Loop Start circuit, make sure there aren't any digital-to-analog conversions between the T1 in the CommPlete and the telco's T1 switch. Any digital-to-analog conversions between the CommPlete and telco switch will eliminate any chance of getting PCM (connections above 33.6k) connections. If you will be using the CommPlete for dial-in purposes only (such as an ISP site) you will want to get a one-way trunk instead of a two-way trunk. Troubleshooting FAQs
Q29. Why can’t anyone connect to my CommPlete V.90 modems above 33.6Kbps?
A29. There are a few reasons this may happen. The most common reason is that the user is calling in from a location that is routed through a telephone company switch circuit that creates an extra digital-to-analog conversion. Remote users are dialing with analog modems on an analog phone circuit. When the call reaches the telco, it is translated to digital signals. If the signal gets re- converted to analog at any point along the way, you cannot get a V.90 or K56flex connection. Many residential areas are routed through more than one telco switch, which will eliminate any chance of a V.90 or K56flex connection. If a remote user is calling out through a PBX phone system (e.g., at work), they cannot get a V.90 or K56flex connection. PBX phone systems create an extra digital-to-analog conversion within the system. The problem could lie at the CommPlete Server end of the phone circuit as well. You need a Wink Start or Immediate Start circuit to get K56flex connections. If a single user can get a V.90 or K56flex connection to the CommPlete, then the T1 connection between the CommPlete Server and the telco T1 switch is fine. If there is a problem between the CommPlete Server and the T1 switch, no one (not a single caller) would get a V.90 or K56flex connection. Again, it is critical that there are no extra analog conversions along the entire circuit. The basic circuit plan needs to look like this: CommPlete <-digital-> T1 Switch <-digital-> Remote CO <-analog-> Caller
17 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. The first step in resolving this issue is to update your CommPlete modems to version x.04c or later, where x is 1 for MT5634HD8 modems and 2 for MT5634HD16 modems. Second, make sure that the users’ modems are at the latest firmware release. Recent revisions of V.90 server modems are making some client modems outdated, even modems with V.90 client firmware. Finally, if the first two suggestions don’t work for some users, contact Technical Support (see Q62), and talk to one of our CommPlete Server technicians. They will have information about specific client modems that have difficulty connecting to CommPlete modems.
Q31. Callers are being disconnected within two minutes of connecting. How can I minimize the number of users experiencing this problem?
A31. We refer to these short connections as “quick disconnects.” To minimize these, 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). If quick disconnects still occur after upgrading the modem and RAS cards, then change the modems’ initialization string to “ATZ”. To change the string, telnet to the RASCard; choose “Configuration of server”; then, choose “Modem Setup.” Type M; then, select the modem profile that RASExpress is using to initialize the modems. The initialization strings will appear next. In addition, if you are using a RADIUS or TACACS+ server for authentication, make sure that these servers are allowing your users to connect. Most authentication servers have a logging feature that records the requests of RAS servers on the network. These logs will tell you which users the authentication server is not allowing to connect.
Q32. We are seeing unusually slow throughput on the V.90 modems. Is there anything that can be done to improve this?
A32. If you have 2 or more segments populated and operational in your CommPlete Server, you may need to use the 100BaseT Controller module. You can test this by turning off all but one of your segments and testing throughput after dialing in. If the throughput is improved, you should consider getting an MR9600-100 and attach it to a 100BaseT network. Also, check the firmware version of your modems (see Q12). Check for a newer version of modem firmware on the CommPlete Resources web site at http://www.multitech.com/support/CommPlete.htm. See Q14 for steps on updating the firmware of your modems.
18 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).
19 Frequently Asked Questions (FAQs)
Dial-in Access FAQs
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. Can I swap the SPID between the two B channels on a BRI line?
A36. Yes. for the Multi-Tech IWay Hopper and most other terminal adapters there is either software (like the Configuration Utility for the IWay Hopper) or AT commands that can be used to set up the SPID numbers. Typically one is called the Data SPID or SPID 0 and the other is called the Voice SPID or SPID 1. The SPID numbers received from the Telco can be entered into either SPID 0 or SPID 1 and these SPID numbers can be swapped between Data (SPID 0) or Voice (SPID 1).
Q37. My B channel rings BUSY when I place a voice call to it. Why?
A37. A B channel BUSY message could be caused by several things: 1) The central office may not be able to accept placement of a call due to congestion. 2) Both B- channels are already in use and neither channel can be "bumped" or disconnected to allow the voice call. 3) The device may not be set up properly (incorrect SPID numbers) and cannot set up a call on either B-channel. 4) The BRI line may not be provisioned for voice calls and so the voice call is not allowed. Check the SPID numbers, try the call again later, then check with your telco representative.
Q38. In using ML-PPP for a 128K connection, do both B channels have to be on the same BRI line?
A38. No, but you need two ISDN terminal adapters for those separate BRI lines, your PC must have two serial ports, and your PC must support MultiLink PPP. Basically, the handling of MultiLink PPP moves from the terminal adapter to the PC. The PC is then responsible for setting up the 128K bps connection using the two separate terminal adapters.
Q39. My BRI line displays the message NO-SERVICE. What’s wrong?
A39. Refer to the troubleshooting section of the device, then call your telco service representative.
20 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. No; if the PHY LINK LED is Off it indicates the absence of valid LEC (Local Exchange Carrier) circuit signaling. The ISDN circuit is not connected to the PRI card properly. Look for missing or broken wiring from the LEC distribution facility, malfunctioning interconnect cabling (broken wires, bad connectors, incorrect connector installation, etc.). If the problem persists, contact your LEC representative.
Q43. My MTPRI-HD23B PRI card’s RED ALARM LED is lit. Is that normal?
A43. No; it indicates that the PRI card is experiencing a high error rate or is not configured properly (an improper receive signal or no receive signal). Check the configuration of the PRI card with the PRISTATUS command at the controller. Contact your LEC representative or Multi-Tech's Technical Support Department if you continue to experience this alarm (see Q62).
Q44. My MTPRI-HD23B PRI card’s YELLOW ALARM LED is lit. Is that normal?
A44. No; the device at the other end of the network has a Red Alarm condition. It may not be receiving the signal from the PRI card. Contact your LEC representative.
21 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. To troubleshoot this issue, check the status of your T1 card. Telnet to the controller and log in as the supervisor. At the # prompt, type T1STATUS xn, where x is the slot in which the T1 is located and n is “b” for the top T1 card or “c” for the bottom T1 card. (Use “b” for n if you have only one T1 card in the segment.) The following example illustrates the T1STATUS command:
[2] A:\ # T1STATUS 1C
Getting T1 Card Info ...... T1 Card Status:
Wink High Time (ms):220 After Wink Time (ms):500 PreWink Time (ms):220 Disconnect Timeout (sec):11 Framing Format:DS1 AT&T Extended Super Frame (ESF) Line Coding:Binary 8 Zero Substitution (B8ZS) FXS Signaling Options:E&M Immediate Start Transmit Level:- 0.0dB
Receive Level:+2.0dB to –7.5dB LED Information:Online
Model:RAS9600-T1 Version:1.07C/1.06
[3] A:\ #
The controller will display the status of the T1 card. The Framing Format, Line Coding, and FXS Signaling options must match the provisioning of the T1 line. The Transmit Level must be zero. If any of these settings do not match your T1 provisioning, type T1SETUP xn to change them. After making changes, reset the T1 card using the RS xn command. An operational T1 card will show an LED Status of “Online” and will report its firmware version correctly. For PRI, you need to configure the modems for the appropriate method of voice compression used over the PRI network in your geographic region. In North America, the PRI card uses “m-law” compression, which the modems use by default and do not need to be changed. In Europe, however, “a-law” compression is the norm, and the modems need the following initialization string to work properly: “AT&&R0826,0440S108=1”. You need to combine this string with the init string that you are currently using, or if you are using RASExpress, make this string a second init string. See Q19 for how to change the initialization strings in RASExpress.
22 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. In either of these cases, contact your telephone company to confirm the status of the switch. The T1 circuit could be set up incorrectly at the switch, or you may have the parameters of your T1 card set incorrectly. If the status of the T1 card indicates an alarm state, the CommPlete cannot take calls until the alarm is cleared. Check the physical connection of the T1 line from the T1 card to the demark (usually a Smart Jack). Contact your telephone company to verify the provisioning of the T1 line. Compare the provisioning with your T1 card’s settings, changing the settings if there are any differences.
Q47. My RASCard is running RASExpress, which is disconnecting users after they enter their usernames and passwords. What should I do?
A47. These symptoms appear in obsolete versions of RASExpress. Upgrade your RASExpress software to the latest release (see Q17).
Q48. When users dial in they get the menu, and after typing in their username and password they are immediately disconnected. What should I do?
A48. Upgrade to RASExpress 5.30 (see Q17).
Q49. My MT5634HD8/16 modems’ 31.2-33.6 connections are SLOW. What can I do for faster connections?
A49. As a temporary workaround, you can shut off 3429 symbol rate in the modem firmware using the AT&Kn command (where n=5,6,7). You can also upgrade your modems to the latest firmware (see Q14).
Q50. My MT5634HD8/16 modems have trouble sending and receiving in Class 2 Fax mode? Can you fix this problem?
A50. Yes – upgrade your modems to the latest firmware (see Q14)
Q51. My MT5634HD8/16 modems have trouble sending in Class 1 Fax mode? Can you fix this problem?
A51. Yes – upgrade your modems to the latest firmware (see Q14).
23 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. In addition, different versions of DUN have different settings available to change. In any case, however, the required settings are essentially the same. The most common application for DUN is “remote node,” or dialing into a network. To configure DUN for this purpose, set the following options: 1. Server Type = “PPP: Win 95/Win NT Internet” 2. Network Protocol = “TCP/IP” 3. TCP/IP settings = default: IP address and Name Server addresses should be server-assigned; Use IP Header Compression should be unchecked to reduce the time it takes to log into the server; Use Default Gateway on Network should be checked. These settings match up with the default settings in the RASExpress software on the CommPlete RASCard.
Q54. How do I set up RASExpress to accommodate certain users who need static IP addresses while the majority of my users use dynamic IP addresses?
A54. This feature requires setting up an address pool in RASExpress and configuring RADIUS to assign static or dynamic IP addresses. Follow these steps during a low-traffic period to configure RASExpress: 1. Connect to the RASCard via Telnet. Choose Configuration of server, and log in. 2. Choose Configure IP Address Pool. If an address pool is not configured, then enter the first IP address and last IP address in the address pool, if there are no addresses present. You must have an address pool if you configured your RADIUS server to allow RASExpress to assign addresses. (If configured to do so, RADIUS can assign dynamic addresses.) 3. Press Esc then change Remote Client IP Address to Use Radius. 4. Press Esc. RASExpress will ask you if you want to save the changes. Type y. 5. Press Esc until you are disconnected from the RASCard. As you press Esc, RASExpress will ask you if you wish to reboot the server. Type y because the server needs to reboot for the changes to take effect. This will cause anyone connected to the server to be dropped, which is why this should be done during a low-traffic period.
24 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-IP- Address to the static address. Otherwise, set Framed-IP-Address to 255.255.255.254. This “address” tells RADIUS to let RASExpress assign the user an IP address. RASExpress will assign the user an address from its address pool.
Q55. How do I set up my RADIUS server to communicate with my CommPlete’s RASExpress servers?
A55. Since different RADIUS software vendors implement their security features differently, this FAQ can only provide a general answer. In RADIUS, a RAS server is considered to be a “client” of the RADIUS server. Each client, when it sends an authentication request to RADIUS, must provide a Shared Secret, which is essentially a password that only the RAS server and RADIUS server know. When the RADIUS server receives an authentication request, it checks its client database to validate the RAS server. In most cases, the client database is contained in a file called Clients, where the IP addresses and the Shared Secrets of valid clients are stored. If the RADIUS server receives a request from a client that does not exist in the Clients file, the RADIUS server discards the request.
Q56. How do I distinguish a problem with the CommPlete Server from a problem on the network to which it is connected?
A56. There are three questions that you can ask yourself when troubleshooting this situation: 1. Are any devices on the network having the same trouble that the CommPlete is having? If so, then the problem is most likely on the network, not the CommPlete Server. 2. If the CommPlete Server is disconnected from the network, does the problem disappear from the network? If so, then the problem most likely lies in the CommPlete Server. 3. Were any changes made to the network prior to the problem occurring? Check the history of the network before the problem appeared to find out if any changes were made to the CommPlete Server or the network. This will narrow your search for the cause of the problem.
Q57. What do I need to do as pre-installation site preparation?
A57. There are two resources that you should refer to before installing your CommPlete Server. First, the CommPlete Documentation Set includes a System Installation and Quick Start Guide. Read through this guide to determine which settings are affected by the network and by the T1 or PRI line(s) you have installed or have ordered. Second, read the CommPlete Site Planning Guide found on the CommPlete Resources web page at http://www.multitech.com/support/CommPlete.htm.
25 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. The network cable should be plugged into the LAN port of the controller. Also, check the TCP/IP configuration of each device to which you cannot connect. 2. While logged into your Controller (version 2.41 or later) via Telnet, use the PING command to see if you can Ping your gateway, name server, and a known host on the Internet. If the controller can’t ping any hosts on the network, check the configuration of the controller. Be sure to match the Default Route to the IP address of the gateway and the Subnet Mask to that of your network. 3. Attach the T1 or PRI line to the CommPlete. A PRI card must be reset after attaching the PRI line. 4. If it is a new T1 or PRI line, make sure that your telephone company has enabled it at the central office. 5. From the controller, check the status of the T1 card or PRI card using T1STATUS or PRISTATUS respectively. Make sure that the settings of the T1 card or PRI card match the provisioning of the T1 or PRI line that your telco has provided. The alarm states of the card should extinguish within a minute. On a T1 card, the LED Status should be “Online.” On a PRI card, the Layer 1 Status should be “Up,” and the Layer 2 Status should be “MultiFrame Established.” This status is also indicated by the PRI card’s LEDs: PHYS LINK and DATA LINK will be lit—and D CHANNEL will periodically change states—when the PRI card is ready to take calls. 6. Note the unique parameters of the T1 or PRI line, such as the telephone number to use for dial-in, the nature of the line (dial-in only or two-way?), and whether it takes rollover calls from another line. 7. Set up a remote PC to dial into your server. If you are using Dial-Up Networking (DUN), see Q53 for how to configure DUN for dial-in access. Configure the modem to leave its speaker on while until it connects. 8. Dial into the server. Listen to the client modem’s speaker for ringing and negotiation. If you get a busy signal, check the phone number you are dialing. If the phone number is correct, the check the T1 card’s or PRI card’s status as explained in step #5. If the CommPlete modem answers and negotiates, wait to see if you the server authenticates you. If not, check the security settings in your authentication server and RASExpress. 9. After being authenticated, ping the gateway from the remote PC. If that works, try surfing the Web with a browser. If you can ping the gateway, then you should be able to surf. If neither ping nor browsing works, check the IP settings of RASExpress.
26 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. Port- specific messages include (but are not limited to) usernames, connect speeds, and authentication messages. Server messages include (but are not limited to) shutdowns, drivers being loaded, and configuration changes. For the SERVER.MSG file to be generated, you must configure RASExpress to do so. You do this in a Telnet session with the RASCard by choosing Configuration of server | Server Setup | General Setup. Make sure that Write Error Messages to File is Enabled. RASExpress writes to the SERVER.MSG file until it contains 100KB of messages. At that time, RASExpress renames the file SERVER.MS1 to archive the messages; then, it continues writing new messages into a new SERVER.MSG file. There are five message archive files named SERVER.MS1 through SERVER.MS5. SERVER.MS1 is the most recent archive.
Q60. How do I update the boot code of my CommPlete Server modems?
A60. 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. For instructions on updating the firmware, refer to Q15. Preliminary Steps Boot code version 2.00 and later requires that the modems have 4 MB PROMs. The following steps describe how to check your modems for the proper hardware. 1. Using the ONLINE command, go online with one modem from each of the cards that you plan to update. Example: "ONLINE 2A,3A,4A" starts an online session with the first modem of each card. 2. Type ATI. The modem will respond with its firmware version. If its firmware version is not 1.01 or later, do not flash in the 2.02 boot code. 3. Type ATI8. The modem will respond with the size of its PROM. If its response is "PROM SIZE: 2 MEG", then your modems cannot be updated to 2.02 boot code. CAUTION: If you attempt to update a modem with a 2 MB PROM, you will damage your modem card. The only way to recover is to send the modem card to us for repair, a process that takes a few days. Example:
[0] A:\ # ONLINE 2A ==== Online with device: Slot 02 Device A ======type "
27 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. The following instructions assume that your controller meets this requirement. To update the controller, download the latest firmware from the CommPlete Resources web page (see Q61), and follow the instructions that accompany the firmware. 1. Using an FTP client program, such as WS_FTP, delete from the controller all of the files in the directory "B:\MMM\MR.LOG\". These files are event files that the controller generates hourly, and they usually take up all the space on the B drive. 2. Transfer the boot code file to the root directory of the controller's B drive. CAUTION: Do NOT transfer the boot code file to the controller's A drive. The A drive does not have enough space for the file. Transferring the file to the A drive will cause errors in the file and, perhaps, errors in the system. 3. Close your FTP session. Then open a Telnet session with the controller. (Note: A terminal attached to the controller with a null-modem serial cable will perform the same function that the Telnet session will perform.) 4. Log in as the supervisor. The default username and password are both supervisor. 5. At the # prompt, type B: to change to the B drive. 6. Type DIR or LS to display the contents of the root directory. Compare the size of the original boot code file to the size of the copied file on the controller. If the sizes do not match, then delete the copy from the controller and re-transfer the original file to the controller. The copy MUST be the same size as the original for the update to work properly. 7. If the controller's copy of the boot code file is the correct size, type UPDATE -BOOT BT_202.HEX modems, where "modems" is the specifier(s) of the modems you wish to update. (For example, 2A:2H identifies the first eight modems on the modem card in slot #2.) The controller will display the conditions of the update—-the number of devices and the name of boot code file—-and it will ask you if they are correct. 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 boot code, which risks flashing damaged code into the modems. 9. If the controller finds no errors in the file, it will start updating the modems. The # prompt will reappear, and the modems will reset. During the update, the CD LED on each of the modems will flash each time its modem receives a packet of boot code from the controller.
28 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 "
12. Download the latest firmware code (not boot code) for the modems from www.multitech.com/support/CommPlete.htm . Follow the instructions contained in the self-extracting file to update the firmware of the modems. After an update of boot code, the modems are non-functional. The update erased the firmware of the modems. Until the modems are updated with firmware code, they will blink their CD LEDs.
29 Frequently Asked Questions (FAQs)
For More Information
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.com/support/CommPlete.htm. This page provides access to the latest firmware and software, as well as documentation, for the CommPlete components. · For additional or more up-to-date CommPlete manuals, access the CommPlete manuals page at the Multi-Tech web site at http://www.multitech.com/support/manuals.asp#1 · For CommPlete online demos (e.g., analog ML-PPP dial-in to a CommPlete using standard client software, or how to set up NT 4.0 dial-up networking to connect to a CommPlete), go to http://www.multitech.com/products/demos.asp · For more information on Internet standards (e.g., FTP, TFTP, TCP, TCP/IP, IPX, etc.), try the ISI RFC web page at http://info.internet.isi.edu/1s/on- notes/rfc/files · For information on ISDN, check Dan Kegel’s ISDN page at http://www.alumni.caltech.edu/~dank/isdn/ · For more information on RADIUS go to IETF RFC 2138 at: http://info.internet.isi.edu:80/in-notes/rfc/files/rfc2138.txt · For more information on TACACS+ try IETF RFC 1492: http://info.internet.isi.edu:80/in-notes/rfc/files/rfc1492.txt · The National Security Institute provides access to an extensive security library at http://nsi.org/ · For more information on Microsoft Windows NT: http://www.microsoft.com/default.htm · For more information on CitrixÒ WinFrameÔ: http://www.prod.net/citrix.html · For more information on Novell NetWareÒ ConnectÔ: http://137.65.2.5/catalog/bg/bge34510.html · For more information on SCOÒ UNIX System V/386 (V3.2/R2.0): http://www.sco.com/telephony/reference/priority.html · For more information on SCO UNIXWareÔ: http://www.sco.com/unixware/model_numbers/ed.html
30 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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