Tut Systems SMS2000 manual Appendix B Technical Assistance and Customer Support, Technical Support

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Appendix

Appendix B - Technical Assistance and Customer Support

Technical Support

Tut Systems offers a comprehensive range of customer support services, including training, technical assistance, installation, and maintenance agreements. For further information and pricing on Tut Systems’ service products, see your sales representative.

Internet

You can find answers to the most common functionality, installation, and configuration questions on the Tut Systems website at http://www.tutsystems.com.

Telephone

If you are unable to resolve a question or problem or believe you have defective equipment, contact Tut Systems for customer support, as described in your warranty/support agreement.

United States and Canada:

Toll-free: (800) 998-4888, press 2.

International Customers:

Toll based: (925) 460-3900, press 2.

Equipment Return and Repair

If Customer Support instructs you to return a unit for further testing or repair, they will give you directions on how and where to return the equipment.

To return a unit to Tut Systems for testing or repair:

•Call Customer Support and request a return merchandise authorization (RMA) number.

TUT Systems, Inc

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Contents TUT Systems SMS2000 User Guide SMS2000 User’s Guide SMSUser’s Guide Contents Configuring NTP Configuring SmtpConfiguring Snmp Polling Connectivity and TestingAuthentication Authentication Configuring the Command ServerAuthentication with Radius AuthorizationConfiguring Radius Using Rule PrioritiesGroups SMS2000 RulesWeb Proxy Settings Using Both Radius and OCS AuthenticationSMS2000 Troubleshooting Procedures SMS2000 Status Attributes and StatisticsList of Figures Radius Attributes in Access-Accept PacketsList of Tables Audience PrefaceDocumentation available for this Release Related DocumentationIntroduction Subscriber Management FeaturesIntroduction Subscriber Management Components Subscriber Management ComponentsOCS SMS2000Introduction User Interface Getting StartedFor example restore config web original-confi g Accessing Help for CommandsIfconfig portnumber ipaddress /masklen Style ConventionsCursor Motion Keystrokes Cursor MovementClick Configure Initial ConfigurationEstablishing a Connection with the SMS2000 Establishing a Connection Via a Serial InterfaceEstablishing a Connection Via Telnet Initial Configuration Setting the Quick Configuration Initial ConfigurationChanging Your Password Saving the Configuration Setting the HostnameDisabling Authentication Reboot Rebooting the SystemVerifying the Configuration Configuration E-Mail Settings System AdministrationSetting the Default Configuration E-mail Set config-mailrecipient@SMTPserver SMTPserverMailing the Current Configuration Configuration and System File ToolsDeleting the Configuration E-mail Committing Configuration ChangesDisabling Automatic Configuration Changes Automatically Committing Configuration ChangesCommit auto Commit noautoRestoring a Previous Configuration Saving a ConfigurationLoading a Configuration File Restoring the Default Configuration Configuring SmtpSetting the Smtp Server Deleting the Smtp ServerSetting the Smtp ID Configuring NTPSetting the Timezone Set smtpid on offConfiguring the NTP server Configuring Snmp PollingSetting the Time Enabling Snmp PollingSnmp-pollmacaddress Testing to See if Snmp Polling will WorkDisabling Snmp Polling Testing Connectivity Connectivity and TestingSetting Specialized System Options System ToolsDefining Ports Setting and Deleting Static PortsLeftrighthelp ? Port-definition mixed tut vlanSetting the Syslog Server Disconnecting a Session on a PortEvent Tracking Displaying Log MessagesExiting the Management Session System Administration ToolsDisplaying Version Information Displaying Control Keys Changing a PasswordPasswd KeysSnmp Agent Snmp ManagementSnmp System Contact Snmp System LocationSnmp Trap Recipient Snmp CommunitySystem Information Tools Troubleshooting ToolsSMS2000% snmp delete trap-recipient Show snmp trap-recipientUpgrades Subscriber Connectivity CommandsSetting the ARP Failure Limit Setting the ARP Polling PeriodArchiving SMS2000 Firmware and distributing it from a Server Upgrading from Tut Systems’ WebsiteLoading Another Image Verifying a Successful UpgradeReturning to an Older Firmware Version System Administration Authentication AuthenticationSetting the Command Server for OCS Interaction Configuring the Command ServerDeleting the Command Server Adding the OCS as the Authentication ServerTesting Authentication Deleting an Authentication ServerAuth add web url secret secret cmd-serv Auth onBypassing Authentication Setting the Authentication IntervalAuth off forcedweb authokurl blockall Auth interval minutes offHttp Request Throttle Setting the Http Request ThrottleAllow-Nets Deleting the Http Request ThrottleSet allow-netipaddress netmask dns-name Setting an Allow-NetAutomatic Redirection URLs Setting the Automatic Redirection URLDeleting an Allow-Net Set authok urlDeleting the authok Authentication with RadiusAdding a Radius Server Delete authokSyntax Description CommandUsage Guidelines Example DefaultDefault retrans-primary-only is Set nas-port-type Set NAS port type parameterSet nas-port-type integer Configuring a Radius SSL Back Channel Testing Authentication on the Radius ServerShow status radius Show status radius ExampleAuthorization AuthorizationAuthorization Server FunctionalitySending Accounting Messages to a Syslog Server AccountingAccounting Configuring Accounting Parameters Radius Accounting ConfigurationSending Accounting Messages to a Radius Server Deleting a Radius Accounting ServerProvisioning ProvisioningBilling BillingGroups Service Creation Using Groups and RulesAdding a Group Group add groupname noinherit inherit groupnameSubscribers that Cannot Support Authentication Setting the Active Group ContextSetting Maximum Users Per Port Deleting a GroupAdding a Rule SMS2000 RulesDeleting a Rule Set rule rulename groupname priority rulestringIP Address Rule Expression ComponentsMAC Address Ip=ipaddress ,netmaskTut=ipaddress-linenum*-portnum Not OperatorVlan=vlanida-vlanidb Or Operator OperatorParenthesis Expression and expressionUsing Rule Priorities Plug and Play With NAT IP AddressingIP Addressing Dhcp Pools Static Routable AddressesIP Multicasting Static Non-Routable AddressesUnderstanding 1to1 and 1to1 Unique IP Types Configuring IP TypesIptype default NAT static Dhcp 1to1 1to1Unique Deleting a Configured Source-Net Setting a Source-NetSource-Nets Set source-netstartaddress endaddress subnet-maskCreating Dhcp Pools Setting the DNS Server AddressRemoving a Dhcp Assignment Dhcp-server release macaddressDeleting the DNS Server Address Static RoutesAdding Routes Set dns add ipaddressSet lpr hostname off queuename maxpages maxbytes Setting up the LPR HostPrinting Obtaining the Radius Server Software Using SMS2000 with a Radius ServerConfiguring Radius Adding Users to the Radius Server Configuring Service ParametersAdding the SMS2000 as a Client on the Radius Server Radius Ports Using Real IP AddressesRadius Attributes Sent in Accounting Messages SMS2000 Status Attributes and StatisticsSMS2000 NAS File Radius Attributes Received in Access- Accept Packets Using Both Radius and OCS AuthenticationRadius Attributes Sent In Access Request Packets Deleting Traffic Shaping Setting Traffic ShapingShape xbps/rbps Shape xbps/rbps deleteSMS2000 and Property Management Systems PMS Setting the PMS ServerTTY ACK-NAK ENQ-ACK-NAK Protocol ModesENQ-ACK-NAK Mode Loading and Deleting Customized Web Pages Customizing SMS2000 Web Authentication with RadiusFiles For Groups Loading Web Pages or FilesImage Links Load web url defaultsPath Components Upgrading Customizing Web PagesDeleting Web Pages or Files Preserving the Web FormWeb Page Redirection Size For Web Pages and External LinksReference Active Page ComponentsViewing Customizations Web Proxy Settings Configuring Web Proxy SettingsSetting the Wpad Curl Setting the Wpad TimeoutWeb Proxy Server Show proxy-ports Set proxy-ports portDelete proxy-ports port SMS2000 Troubleshooting Procedures SMS2000 TroubleshootingMultiple frames opened Snmp PollingBrowser Unable to do credit cardLine Verify OCS screens offRadius Attributes in Access-Accept Packets Appendix a Radius Access-Accept Dictionary File Appendix Appendix TUT Systems, Inc 100 Technical Support Appendix B Technical Assistance and Customer SupportInternet Telephone Equipment Return and RepairHardware Limited Warranty Appendix C SMS2000 Limited WarrantyLimitations of Warranty Exclusive RemediesTut Systems, Inc., Customer Service Department Electrical Safety AdvisoryAssistance FCC Radio Frequency Interference StatementTUT Systems, Inc 104