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2018-07-12

For All Mediatrix units

v. 42.3.986


1 Troubleshooting

The Mediatrix CPE provides several troubleshooting features such as notification messages, diagnostic traces and SIP signalling logs.

The Syslog daemon is a general purpose utility for monitoring applications and network devices with the TCP/ IP protocol. With this software, you can monitor useful messages coming from the Mediatrix CPE.

  • Diagnostic Traces are sent using the Syslog to the Technical Assistance Centre to further assist in resolving some issues such as Interoperability.
  • PCM traces are two different RTP streams made specifically to record all analog signals that are either sent or received on the analog or ISDN side of the Mediatrix device. PCM traces are an efficient tool to identify problems with:
    • Echo in your network
    • DTMF signals
    • Caller ID signals
    • Fax signals or false Fax detection
    • Message Waiting Indicator signals
    • Any other analog or digital signal
  • Statistics are collected on each port of the PRI card, on Ping/Pingv6 on the CLI or on Media. Statistics are collected on:
    • Packet loss
    • Jitter
    • Latency
    • Packet count
    • Octet count
  • Live Network Captures can be taken with the pcapture command and sent to Wireshark located on a separate terminal. The SBC can also capture the SIP/RTP traffic of a specific call, selected by rules. The Network Capture will gather information on:
    • Interoperability
    • Timing issues
  • Configuration scripts can be generated from the configuration running on the Mediatrix CPE. This provides the content of your configuration that can be used by technical support to troubleshoot your faulty configuration.


1.1 Troubleshooting

Problem Cause
Unable to contact the Management Interface. Wrong Eth port used for the Network configuration (Mediatrix unit on the edge or in the LAN with or without a DHCP server).
Card does not appear in the Management Interface.
  • The card is broken.
  • The unit is broken.
Card appears in the Management interface, but cannot be used (For example, unable to make calls). The card is not configured properly. Refer to the Software Configuration Guide.
Unable to contact the Management Interface via the CLI.
  • CLI service not activated in the configuration.
  • Protocol used to contact the CLI not activated.
Unable to contact the unit via SNMP.
  • SNMP service not activated.
  • Credentials do not grant access.
Unable to make calls, although cards appear in the Management Interface. Hour and date are not synchronized (required by certificates).

1.2 Mediatrix Profile Default Settings for the Rescue Interface

Parameter Default Value
Username admin
Password administrator
IP address 192.168.0.1
Active (rescue) interface the one meant for ' WAN' connection ( usually Eth1)

1.3 Performing a Factory Reset

Context

The Factory reset alters any persistent configuration data of the Mediatrix unit.

Note

The Mediatrix unit must be connected to a network with access to a DHCP server. If the unit cannot find a DHCP server, it will send requests indefinitely.

Steps

  1. Power the Mediatrix unit Off.
  2. Insert a small, unbent paper clip into the hole of the Reset/Default button, located at the rear of the Mediatrix unit.
  3. While pressing the Reset/Default button, restart the unit.

    Note

    Do not release the Reset/Default button before the LEDs stop blinking and are steadily ON. This can take up to 30 seconds.

  4. Release the paper clip.

Result

All configuration parameters are reset to their default value. When the Mediatrix unit has finished its provisioning sequence, it is ready to be used with a DHCP server provided IP address and MIB parameters. This procedure can also be performed at run time.

1.4 Performing a Partial Reset

Before You Start

Note

It is not recommended to access the unit on a regular basis through the Rescue Network Interface.

Steps

  1. When the Power LED is steady or blinking rapidly, insert a small unbent paper clip into the hole of the Reset/Default button located at the front of the unit.

    Note

    The Power LED will start blinking.

  2. Wait a few seconds.
  3. When all LEDs are blinking, but before they stop blinking, remove the paper clip.

    Note

    You have between 7 to 11 seconds.

Result

The Rescue Network Interface is displayed when accessing the Management Interface. Several parameters and services are modified, refer to Partial Reset. Do not forget to perform the Disabling the Rescue Interface step.


1.4.1 Partial Reset

The partial reset provides a way to contact the Mediatrix unit in a known and static state while keeping most of the configuration unchanged.

A partial reset can be performed at the initial start-up of the Mediatrix unit or on a unit already in use where the configuration was modified in such a way that the user can no longer access the system by the Web page or otherwise. In both cases, the user will access the Rescue Interface with the Rescue Network Interface using either a static IPv4 address (192.168.0.1 ) or an IPv6 Link Local address connection. These connections give access to the Rescue Management Interface where the configuration of a new unit can be completed and where an existing configuration can be modified.

By default the Rescue Network Interface is disabled. When a partial reset is performed, the Rescue network Interface becomes enabled and the "Power" and "Ready" LEDs are blinking at 1Hz with 75% duty and all other LEDs are off. Once the configuration has been modified to solve the problem that required the partial reset, it is important to disable the Rescue Network Interface to make sure that you are no longer working in the Rescue Network Interface.

Performing a partial reset on a new unit will not modify the configuration, as it has not yet been modified to your needs. However, a partial reset performed on a unit already in use will:

  • Rollback Local Firewall settings that are not yet applied.
  • Add a Local Firewall rule to allow complete access to the Rescue interface.
  • Rollback NAT settings that are not yet applied.
  • Add NAT rule to allow complete access to the Rescue interface.
  • Cancel the changes that were being modified but not yet applied to the configuration.
  • Disable any Network Interface in conflict with the Network Rescue Interface.
  • Configure and enable the Rescue Network Interface to:
    • use the link as the default value used by the Uplink Network Interface
    • set the IP address to 192.168.0.1 and the Network Mask to 255.255.255.0.
    • set the IPv6 link-local address on all network links. The IPv6 link-local address can be found underneath the unit.

A partial reset will also modify the following parameters:

Service Parameter Default Value
AAA Users.Password User(s) from profile are restored with their factory password. All other usernames keep their password.
Users.AccessRights User(s) from profile are restored with their factory rights.
ServicesAaaType (table) Each service will be configured to use Local authentication and no accounting mechanism.
CLI EnableTelnet Disable
TelnetPort 23
EnableSsh Enable
SshPort 22
InactivityTimeOut 15
HOC ManagementInterface=Rescue Lan1
SNMP Port 161
Web ServerPort 80
SecureServerPort 443


1.5 Disabling the Rescue Interface

Context

By default the Rescue interface is disabled. However, after a partial reset the rescue interface is enabled.

Steps

  1. Go to Management/Misc.
  2. From the Network Interface drop-down menu, select the interface that will be used to manage the unit.

    Important

    If you keep the Rescue Interface selected, you will not be able to get into the management interface after disabling it.

  3. Go to Network/Interfaces.
  4. In the Rescue Interface table, from the Activation selection list, select Disable.
  5. Click Apply.

Result

The unit will be reachable either on the new configured static IP address or on the DHCP .

1.6 RESET-DEFAULT Button

The Reset/Default button is a switch that can be used to perform a partial or factory reset while the unit is running.

In other words, the Reset/Default button can be used to:

  • Cancel an action that was started.
  • Revert to known factory settings if the Mediatrix unit refuses to work properly for any reason or the connection to the network is lost.
  • Reconfigure a unit.

The Reset/Default button will generate different actions depending on the amount of time the button is held.

Pressing Time Action Comment LED Pattern
2 to 6 seconds Restarts the Mediatrix unit. No changes are made to the Mediatrix unit settings. Power1 blinking, all other LEDs OFF
7 to 11 seconds Initiates a Partial Reset of the Mediatrix unit. Restarts the unit in a known and static state while keeping most of the configuration unchanged. All LEDs blinking, 1cycle per second, 50% duty
12 to 16 seconds Initiates a Factory Reset of the Mediatrix unit. Reverts the unit back to its default factory settings. All LEDs steady ON
17 seconds and more No action is taken. This is useful if you accidentally pushed the button and do not need and action to be applied. The action is ignored. N/A

1.7 LED Patterns

LED state Description
All LEDs cycling from left to right, individually blinking 1 cycle per second, 33% duty. A firmware pack is being downloaded into the unit and written to persistent storage.
All LEDs blinking at 3 cycles per second, 50% duty. One LED out of two has a 180 degree phase. This pattern lasts for 8 seconds. The download of the firmware has failed. After 4 seconds, the unit restarts.
Power1 or 2 and Ready LEDs blinking (synchronized) 1 cycle per second, 75% duty. The partial reset is completed.
Power LED blinking, 1 cycle per 4 seconds, 75% duty. Triggered when the unit is booting on the recovery bank and no update is pending.
Power LED blinking green 3 cycles per second, 50% duty. Waiting for DHCP (IPv4 or IPv6) answer or IPv6 router advertisement or PPPoE connection. No Ip Address configured.
Ready LED OFF, all other LEDs cycling from right to left, left to right. The unit tries to download and install a firmware given by the Network Rescue server.

1.8 Locating the MAC Address of Your Mediatrix Unit

Context

The MAC address of the unit is:

  • printed on a label located under the Mediatrix unit
  • displayed in the Current Status table of the Web Interface (System/Information)


1.9 Locating the Link Local Address of Your Unit

Steps

  1. Locate the Link Local address of the unit printed on a label under the unit.
  2. Add a scope ID to the link local address ([fe80::290:f8ff:fe12:3456%11]).
    • On Windows, execute an ipconfig command in the prompt command to identify the scope ID.
    • On Linux, execute an ifconfig command in the Linux command line to identify the scope ID or use the link name as the scope ID.

Result

The Link Local address can be used to access your unit's management interface, provided you have configured your unit to use the IPv6 Link Local Address.

1.10 Locating the Product Serial Number

Before You Start

Warning

Make sure your unit is powered off.

Steps

  1. Flip the unit. The serial number is located underneath the unit.

    Note

    This device complies with part 15 of the FCC rules. Operation is subject to the following two conditions: (1) this device may not cause harmful interference, (2) this device must accept any interference received, including interference that may cause undesired operation.

    Designed and assembled in Canada.

    Caution

    Use with internal Ethernet cable only.

    Warning

    Make sure your unit is powered off before flipping it over. Make sure all your cables are well connected.

  2. Flip the unit and power the unit.

1.11 Logging on to the Mediatrix Unit Web Interface

Context

For better performances, it is recommended to use the latest available version of Microsoft Internet Explorer, Google Chrome, or Mozilla Firefox.

Note

You may not be able to log on to the Mediatrix unit Web interface if you are using older browser versions. The computer's network card must be on the same subnet as the Mediatrix unit.

Steps

  1. In your Web browser, enter the IP address used by your Mediatrix unit to communicate with the Web interface.
    • If your computer is connected to the Ethernet port, commonly used to be connected to the Local Area Network (LAN), i.e. ETH2 on most devices, use the 192.168.0.10 IP address.
    • If your Mediatrix unit is configured to use a DHCP server with IPv4, use the provided DHCP server IP address.
  2. Enter public as your username and leave the password field empty.

    Note

    The public username account has administrator rights.

    Note

    You can also use admin as a username and administrator as password.

  3. Click Login.

Result

The Information page of the Web interface is displayed.

2 Documentation

Mediatrix units are supplied with an exhaustive set of documentation.

Mediatrix user documentation is available on the Documentation Portal .

Several types of documents were created to clearly present the information you are looking for. Our documentation includes:

  • Release notes: Generated at each GA release, this document includes the known and solved issues of the software. It also outlines the changes and the new features the release includes.
  • Configuration notes: These documents are created to facilitate the configuration of a specific use case. They address a configuration aspect we consider that most users will need to perform. However, in some cases, a configuration note is created after receiving a question from a customer. They provide standard step-by-step procedures detailing the values of the parameters to use. They provide a means of validation and present some conceptual information. The configuration notes are specifically created to guide the user through an aspect of the configuration.
  • Technical bulletins: These documents are created to facilitate the configuration of a specific technical action, such as performing a firmware upgrade.
  • Hardware installation guide: They provide the detailed procedure on how to safely and adequately install the unit. It provides information on card installation, cable connections, and how to access for the first time the Management interface.
  • User guide: The user guide explains how to customise to your needs the configuration of the unit. Although this document is task oriented, it provides conceptual information to help the user understand the purpose and impact of each task. The User Guide will provide information such as where and how TR-069 can be configured in the Management Interface, how to set firewalls, or how to use the CLI to configure parameters that are not available in the Management Interface.
  • Reference guide: This exhaustive document has been created for advanced users. It includes a description of all the parameters used by all the services of the Mediatrix units. You will find, for example, scripts to configure a specific parameter, notification messages sent by a service, or an action description used to create Rulesets. This document includes reference information such as a dictionary, and it does not include any step-by-step procedures.


3 Copyright Notice

Copyright © 2018 Media5 Corporation.

This document contains information that is proprietary to Media5 Corporation.

Media5 Corporation reserves all rights to this document as well as to the Intellectual Property of the document and the technology and know-how that it includes and represents.

This publication cannot be reproduced, neither in whole nor in part, in any form whatsoever, without written prior approval by Media5 Corporation.

Media5 Corporation reserves the right to revise this publication and make changes at any time and without the obligation to notify any person and/or entity of such revisions and/or changes.