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+.