Symphony Network Troubleshooting

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ADEMCO GROUP TECHNICAL SUPPORT KNOWLEDGEBASE STEP-BY-STEP PROCEDURE

Symphony Network Troubleshooting

Step 1) Review the Networking 101 presentation on the CD included with the Symphony.

A basic understanding of networks is essential to this procedure.

Step 2) Identify the problem. Run the Network Diagnostics in the Symphony.

Click here for how to run network diagnostics Which of the following applies:

• My Physical Link failed.

• My Physical Link is OK, but I failed to get an IP address.

• My Physical Link is OK, and I have an IP address, but I can’t reach the AUI servers.

• I can reach the AUI servers, but I don’t have a web link on the Symphony home page.

• I have a web link on the Symphony home page, but I can’t retrieve my email.

• Remote system control through a web browser on a PC doesn’t work.

My Physical Link failed.

This literally means that you have a wiring problem between the Symphony and the device it is connected to.

o Check your connectors.

o Make sure that there is not a kink in the wire.

o Try connecting the Symphony directly to the router using a short pre-manufactured Ethernet cable (patch cord). Use a cable that you can verify the integrity of by using it on another device such as a computer.

My Physical Link is OK, but I failed to get an IP address.

o This could still be a problem with the cable even though it passed the test above.

o The Symphony gets its IP address from the DHCP service on the router when it is powered up or the network is restarted. Try resetting the power on the symphony or restarting the network. You should restart the Symphony after each of the step.

Click here for how to restart the Symphony network settings

o Try connecting the Symphony directly to the router using a short pre-manufactured Ethernet cable (patch cord). Use a cable that you can verify the integrity of by using it on another device such as a computer.

o Verify that a computer on the network is able to get its address through DHCP.

Click here for how to verify the computer network settings

o Try connecting the Symphony to the same port of the router that you know a computer is able to get its address through.

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My Physical Link is OK, and I have an IP address, but I can’t reach the AUI servers.

o Verify that the computer network address and the Symphony network address are on the same network when compared to the subnet mask.

Click here for how to verify the computer network settings Click here for how to verify the Symphony network settings

If they are on different networks, DHCP is not functioning properly. Remember, the IP address must match for each of the 4 address digits in which the subnet mask is 255.

o Go to Services setup from the network setup screen and make sure that RCPP, Blowfish, and port 80 are selected.

o Go to Redir setup from the network setup screen and make sure that the address is selected as Normal.

o Your router may be implementing a firewall that blocks the network communication of the symphony. Your router must allow messages using XXXX protocol on PORT XX Contact the vendor of the router for assistance in verifying this.

I can reach the AUI servers, but I don’t have a web link on the Symphony home page.

You need to enable the Symphony Console in a Customer account through the Alarmnet web server. You next need to add the console to the customer account and select the content for the users home page.

Click here for how to enable an Internet account for Symphony I have a web link on the Symphony home page, but I can’t retrieve my email.

Your email service provider must use POP3 format with no security encryption. Some ISPs such as AOL and MSN use proprietary mail protocols that are not compatible with the Symphony. You need to check with your email service provider to verify that you have entered the correct mail server name in the Symphony user setup and that they use POP3 with no security restrictions.

o Verify that the username, password, and POP3 address have all been entered correctly

o Once a change is made, you must wait at least 1 hour before the new e-mail changes are implemented.

o E-mail retrieval occurs on an hourly basis, so once the changes for e-mail has been updated in the system, it can be as much as another hour (depending upon where in the cycle) before an email may be received at the AUI.

Remote system control through a web browser on a PC doesn’t work.

o Make sure that the broadband connection at the premise working properly and the Internet can be accessed from a PC.

o Make sure that RCPP is enabled in Network services.

If not select RCPP, select save until it says Save Done. Reset the AUI.

o Select security and in the lower left hand corner, make sure that there is a “Check” mark and not an

“X” in the small terminal screen. A “Check” mark indicates remote access is enabled.

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Appendices

to follow

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How to Run Network Diagnostics

From the Default Screen, press the Security Icon:

From the Security Screen, press the More Choices icon.

From the More Choices screen, choose Setup

From the setup screen, choose Advanced Setup

From the Advanced Setup screen, choose Network Setup

From the Network Setup screen, choose Run Diags

Choose Run Diag.

The screen to the right has already run the diagnostics.

All tests passed as indicated by the green.

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How to View and Restart the Symphony Network Settings

From the Default Screen, press the Security Icon:

From the Security Screen, press the More Choices icon.

From the More Choices screen, choose Setup

From the setup screen, choose Advanced Setup

From the Advanced Setup screen, choose Network Setup

You can view the current network setup configuration or change

a field by selecting it.

Note: You cannot change the IP settings if DHCP

is enabled. Typical network setup should

To restart the network, choose Restart.

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How to View the Computer Network Settings For Windows ’98 or ME:

1) Find out if the PC is using DHCP:

Right Click Network Neighborhood on the desktop. Click Properties. Under the

configuration tab, select TCP/IP, then select Properties. Under the IP address Tab find out if the selection is set for “Obtain an IP address automatically”.

If so, that means DHCP is in use for IP address assignment.

If it is not, that means your network may not be using DHCP. You will need to manually configure the IP address in the Symphony. You can obtain all of the network information you need from this screen. You will not need to follow step 2. You should configure the network settings for Symphony only if you know what settings to put into the locations.

2) Find out the computers network settings:

Click START>Programs>MSDOS prompt. This will open a DOS window.

Type winipcfg/all

Press enter on the keyboard.

Make note of the following information:

IP address Subnet mask Default gateway DNS server DHCP server

3) Force the computer to restart the IP address assignment:

Click [Release] - Most of the information on the screen will go blank.

Click [Renew] – The information on the screen will refresh (possibly with different information).

For Windows 2000 or XP:

1) Find out if the PC is using DHCP:

Right Click My Network Places on the desktop. Click Properties.

Right- Click on your LAN connection. Click Properties.

Select TCP/IP. Click Properties.

Under the General Tab find out if the selection is set for “Obtain an IP address automatically”.

If so, that means DHCP is in use for IP address assignment.

If it is not, that means your network may not be using DHCP. You will need to manually configure the IP address in the Symphony. You can obtain all of the network information you need from this screen. You will not need to follow step 2. You should configure the network settings for Symphony only if you know what settings to put into the locations.

2) Find out the computers network settings:

Click START>Programs>Accessories>Command prompt. This will open a command prompt window.

Type ipconfig/all Press enter on the keyboard.

Make note of the following information:

IP address Subnet mask Default gateway DNS server DHCP server

3) Force the computer to restart the IP address assignment:

Type ipconfig/release Press enter on the keyboard.

Type ipconfig/renew Press enter on the keyboard.

Type ipconfig/all Press enter on the keyboard. Make not of the new settings.