Troubleshooting Connectivity Issue on a Mediatrix SIP

T e c h n i i c a l l B u l l l l e t i i n 6 5 9

Troubleshooting Connectivity Issue on a Mediatrix SIP v5.0 Unit

June 22, 2011

Proprietary

2011 Media5 Corporation

Technical Bulletin 656

Scope of this Technical Bulletin

This Technical Bulletin provides techniques on how to troubleshoot connectivity problems to a Mediatrix SIP v5.0 unit. This document should also be used as a mean to identify hardware issue prior to report defective product.

Note that although this document is based on the SIP v5.0 application, it can mostly apply to previous firmware versions such as SIP v4.4 or SIP v4.5.

Troubleshooting Mediatrix SIP Units

The following are some steps of troubleshooting technique for a Mediatrix SIP v5.0 unit.

Note: If the procedure below does not help you contact the unit, retry the same steps but in a basic network setup, unit -> hub -> PC or unit -> cross-over -> PC, to reduce the causes and isolate the problem.

Getting the IP Address

Restart the Mediatrix unit and verify the LEDs behaviour:

1. Is the Power LED continuously blinking for more than 5 minutes?

Yes. The Power LED is continuously blinking. This means that the unit is not able to find the DHCP server. a) The unit is looking for an IP address using a DHCP server, make sure the DHCP server is available. If a DHCP is available on the network:

1. Verify that the DHCP server is configured to give an IP address to the unit.

2. Verify the Ethernet cables. Make sure that you are not using a crossover network cable. b) If no DHCP is available, a recovery reset will be required to set a static IP address for this unit.

Go to the section Performing a Recovery Reset .

No. The Power LED is off (No Power, all other LEDs should also be off). a) Verify that the power cord is properly connected to the wall outlet. b) Try a new wall outlet. c) Try a new power cable. d) If all these changes fail, please contact you Mediatrix reseller to report a defective unit.

No. The Power LED is off but the LAN/ETH LED is blinking.

a) Perform a recovery reset, see section Performing a Recovery Reset . This behaviour could be

caused by:

1. An invalid network configuration, invalid default router IP address, the default router is not in the same subnet as the units IP address.

2. In a 2102, this behaviour could be caused when both the LAN (Computer port) and WAN

(Network port) have IP addresses in the same subnet.

No. The Power LED steady on. a) To find the IP address assigned to the unit, using a telephone connected to port #2, dial *#*0 .

This will give you the IP address used by the Mediatrix unit. b) To find out the MAC address of the unit, using a telephone connected to port #2, dial *#*1 .

c) Go to the section Pinging the Mediatrix Unit .

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Technical Bulletin 656

Pinging the Mediatrix Unit

Once you know the IP address of the unit, try pinging the IP address. This can be done from the Windows command line interface (START



RUN



cmd



Enter). Type Ping followed by the IP address of the unit.

Example: ping 192.168.10.21

, where 192.168.10.21 is the IP address of the Mediatrix unit that you got from the section

Getting the IP Address .

1. Can you Ping the IP address of the Mediatrix unit?

No. Unable to Ping the IP address. a) Verify the IP address of the PC that you are using to Ping the Mediatrix unit. The PC needs to be in the same subnet as the Mediatrix unit. If the PC

’s IP address is not in the same subnet:

1. Change the IP address of the PC to be in the same subnet and try pinging the IP address. b) The PC

’s IP address is on the same subnet:

1. Verify the Ethernet cable and the network path to this IP address.

2. Contact your IT department to verify why you are unable to Ping the Mediatrix IP address.

Yes, I am able to Ping the IP address of the Mediatrix unit. a) The Ethernet cable is OK and the unit is in a contactable state.

b) Go to the section Contacting the Mediatrix Unit Using UMN .

Contacting the Mediatrix Unit Using UMN

Now that you are able to ping the IP address of the Mediatrix unit, open the Unit Manager Network (UMN) and try detecting the Mediatrix unit. UMN is a software application specifically made by Mediatrix to configure Mediatrix units (UMN can be downloaded from the Mediatrix Download Portal).

1. Steps to auto detect the unit: a) Go to Start - > Programs -> Unit Manager Network 3.2 -> Unit Manager Network. b) Click the Autodetect icon in the tool bar and the Unit Detection window will open.

c) Enter the IP address found in the section Getting the IP Address in the To and From field and click Start.

d) If detected, the unit should appear in the Result field.

2. Can you auto detect the Mediatrix unit using UMN?

No, I am not able to connect to the unit using UMN. a) Verify the UMN version currently used. The latest version ensures you can support all latest

Mediatrix products. The latest version can be downloaded on the Mediatrix Download Portal. Is the UMN the latest version?

No, it is not the latest version.

1. Download and install the latest release of UMN.

2. Download and install the latest UMN MIB Pack.

3. Try contacting the unit using UMN.

Yes, it is the latest version.

1. Check for a firewall / anti-virus software that could prevent UMN to use SNMP port

161 (UDP outgoing).

2. Make sure the UMN service is running in (Administrative Tool -> Services). If it is unable to start, make sure port 162 can be opened in listening mode on the PC.

3. Verify the SNMP setting. Is the unit configured to use SNMPv3 with username and password? If yes, verify your username and passwords. If you lose the SNMPv3

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Technical Bulletin 656 username and password, you will need to perform a factory reset to reset the unit to its factory setting. For the instructions on how to perform a factory reset, go to

the section Performing a Factory Reset .

4. An Ethereal trace can also help determine why the unit cannot be detected (ICMP messages), syslogs, etc.

Yes, I am able to connect to the unit using UMN but the unit is not added to the Unit Manager. a) Verify the maximum amount of units versus the amount of units already detected. You might be trying to add more units than the license purchased. In this case, you can delete a unit or add more units by purchasing additional licenses.

Yes, I am able to connect to the unit using UMN and added it to the Unit Manager. a) You are now able to configure or update the software as needed.

Performing a Recovery Reset

The recovery reset is a temporary configuration that forces the unit to start with pre-programmed IP address and network settings, the two most important being:

 IP address: 192.168.0.1

 Subnet mask: 255.255.255.0

Those temporary settings are lost after a restart (back to previous settings) but they can allow an administrator to contact the unit for initial provisioning.

Note:

 Only the network settings should be changed while in recovery mode



Only one unit at a time can be set in recovery mode to avoid conflict of two units with the same IP addresses

192.168.0.1.

Steps to Perform a Recovery Reset:

1. Using a bent paperclip, press and hold the reset button of the Mediatrix unit.

2. The Power LED will start flashing. Keep holding the reset button

3. After 5 seconds, all LEDS will start flashing. Release the reset button now.

4. The unit will restart and the Ready and Power LEDs will blink to inform you that the unit is currently in Recovery

Mode until the next time it is restarted.

Performing a Factory Reset

The Factory reset reverts the Mediatrix unit back to its default factory settings. It deletes the persistent MIB values of the unit, including:

 The entire mediatrixMIBs configuration.



The MIB-II setup.

 The software download configuration files.



The SNMP configuration, including the SNMPv3 passwords and users.

The Factory reset creates a new configuration file with the default factory values. It should be performed with the Mediatrix unit connected to a network with access to a DHCP server. If the unit cannot find a DHCP server, it sends requests

indefinitely. If this is the case, refer to section Getting the IP Address .

Steps to Perform a Factory Reset:

1. Using a bent paperclip, press and hold the reset button of the Mediatrix unit.

2. The Power LED will start flashing. Keep holding the reset button

3. After 5 seconds, all LEDS will start flashing. Keep holding the reset button.

4. After another 5 seconds, all LEDs will stop flashing. Release the reset button now.

5. The unit will restart with its factory setting. See the section Getting the IP Address to contact unit.

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