2009 model 3 mbox product manual 2009042102-mkiii
DESCRIPTION
Mbox model 3 manual and spec sheet whitesheetTRANSCRIPT
Trusonic MBOX® Product Manual Firmware: 1.0.42 Manual: 2.7 Rev: 2009042101
Trusonic, Inc. 7825 Fay Ave, Suite LL-A La Jolla, CA 92037 Phone: 1.877.696.7323 Email: [email protected] http://www.trusonic.com
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Trusonic, the Trusonic logo, MBOX and the MBOX logo are registered trademarks of Trusonic, Inc. All other trademarks are the properties of their respective owners.
© 2009 by Trusonic, Inc. Reproduction in whole or in part without written permission is prohibited. All rights reserved.
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CHAPTER 1. GETTING STARTED ...............................................................................5
Using This Guide...............................................................................................5 Understanding the Basics .................................................................................5 Cables and Accessories....................................................................................5 Power Connection .............................................................................................5 Determining Your Service Connection ..............................................................5 Administration Menu..........................................................................................6
Getting to Know the MBOX Menu..................................................................6 How to Enter Letters and Digits .....................................................................6
CHAPTER 2. CONNECTING THE SERVICE ...................................................................8 Installing on a Dialup Connection ......................................................................8
Phone Line.....................................................................................................8 Phone Jack Connection.................................................................................8
Installing on an Ethernet Connection.................................................................8 Ethernet Cable...............................................................................................8 Ethernet Connection ......................................................................................9 Dynamic or Static IP Addressing ...................................................................9 Setting Up a DHCP Network..........................................................................9 Setting Up a Static IP Address.......................................................................9 Applying Static Network Settings ...................................................................9 Web Content Filters .....................................................................................10 Amount of Traffic to Expect..........................................................................10
Advanced Network Configuration ....................................................................10 Setting Download Rate Limits......................................................................10 Setting Up an HTTP Proxy...........................................................................10 To Apply an HTTP Proxy .............................................................................10 Testing New Proxy Settings.........................................................................10
Powering Up for the First Time........................................................................11 Testing the Trusonic Media Service Connection .............................................11
CHAPTER 3. SETTING UP YOUR AUDIO ...................................................................12 Connecting Audio Outputs ..............................................................................12 Adjusting Volume Levels .................................................................................12 Using the MBOX as a Music Pass-through Device .........................................12
Using an External Music Source..................................................................12 Using the MBOX as a Music Source............................................................12 Adjusting Volumes for Music Pass-Through ................................................12
CHAPTER 4. TROUBLESHOOTING............................................................................14 Testing Audio Output.......................................................................................14 Debugging an Analog Phone Line...................................................................14 Debugging a Network Connection...................................................................15
CHAPTER 5. WARRANTY AND SPECIFICATIONS........................................................15 Limited Warranty .............................................................................................15
What Is Covered? ........................................................................................15 What Is Not Covered? .................................................................................15 What Will Trusonic Do? ...............................................................................15
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Return Procedure ........................................................................................15 Restrictions..................................................................................................16 Non-warranty Replacement .........................................................................16 Notice and Change ......................................................................................16
Compliance Information: FCC Part 15 Regulations........................................16 Industry Canada..............................................................................................16 Canadian Equipment Limitations.....................................................................17 Safety Information ...........................................................................................18
Warning, Cautions, and Notes .....................................................................18 Precautions..................................................................................................18
CHAPTER 6: UPDATING CONNECTION SETTINGS......................................................19 Changing Dial-Up ISP Information ..................................................................19
Changing the ISP Telephone Numbers .......................................................19 Changing ISP Username and Password .....................................................19 Testing New ISP Settings ............................................................................19
Changing the Default DNS IP..........................................................................20 Changing the Default DNS IP ......................................................................20 Testing New DNS IP Settings ......................................................................20
FIGURE 2: MAIN MENU ..........................................................................................21 FIGURE 3: ADMIN MENU ........................................................................................22 APPENDIX A: MBOX DIAGNOSTIC GLOSSARY ........................................................23 APPENDIX B: SETTINGS AND REBOOT REQUIREMENTS ............................................29 APPENDIX C: ADVANCED NETWORK DIAGNOSTICS ..................................................30
Network Configuration Required by the MBOX ...............................................30 Document the Network Configuration of the MBOX ........................................31 Test the MBOX................................................................................................33 Network Diagnosis Using a PC .......................................................................34 Common Problems..........................................................................................35 Engaging Trusonic to Aid in Network Diagnosis..............................................36
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Chapter 1. Getting Started Welcome! Thank you for purchasing the Trusonic MBOX. Before operating the player, please read this manual thoroughly and retain it for future reference.
Using This Guide Instructions in this guide describe installation, configuration, troubleshooting, specifications, and compliance information for your MBOX.
The icons used in this manual are described below:
Icon Meaning
Warnings: Advise readers of something that could cause them physical harm.
Cautions: Caution readers against anything that may damage equipment.
Notes: Point out something of special interest or importance to the reader. Failure to read the note will not result in physical harm to the reader, equipment, or data.
Courier font represents messages shown on the LCD display of your MBOX. Words in italics represent actions you should take
Understanding the Basics Your Trusonic MBOX is a hardware and service offering. The hardware consists of an MBOX player that should be installed at the on-premises location. The service is an Internet-based music and scheduling delivery system.
Install your MBOX with access to either a telephone line or an Ethernet connection so that it can access the Internet-based portion
of the product offering. The MBOX supports both dialup and Ethernet-based Internet access.
Once installed, the MBOX will dial up or connect via the Ethernet at a specified time or interval to receive programming instructions, return play information, and retrieve new audio content if necessary. In general, connection times take less than 1 minute, but can be longer than an hour, depending on the amount of audio content to be updated.
Cables and Accessories Included with the MBOX are the following cables and accessories:
3 foot RCA audio cable with dual RCA plugs
6 foot USA power cable 6 foot 12 volt power supply 25 foot telephone line Telephone line splitter The contents of the shipment may differ depending on your country and products purchased.
Power Connection Power should not be applied to the player until after you have completed the service connection in Chapter 2. Connecting the Service.
Trusonic recommends that the MBOX be plugged into a power-conditioned outlet, preferably connected to an uninterruptible power supply (UPS) unit.
The MBOX is a 24/7/365 device and has no external power switch. Once it is plugged in, it should be left plugged in at all times.
Determining Your Service Connection The MBOX will connect to the Trusonic Internet service via a dialup Internet connection to a local Internet Service
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Provider or via Ethernet through a broadband Internet connection.
If your location will be using a dialup connection, go to “Installing on a Dialup Connection” on page 8.
If your location will be using an Ethernet connection, go to “ Installing on an Ethernet Connection” on page 8.
Administration Menu The MBOX comes equipped with a built-in administration menu system which can be used to change configuration values set on the player. There are three levels of the Administration Menu.
Main Menu: This portion of the menu does not require a password to access. From this menu, you will be able to reset the player, turn the internal speaker on and off, view settings, and log into the "Admin Menu"
Admin Menu: In this section, you will be able to modify values such as volume levels, call settings, and network settings.
Advanced Menu: In this section, you will be able to make more advanced configuration changes. Trusonic does not recommend making any modifications in this section unless instructed to do so by your authorized reseller or a Trusonic representative.
Getting to Know the MBOX Menu The menu navigation system allows you to change configuration values on the MBOX.
To navigate through the menus, you will use the four directional arrows, one OK button, and one Cancel button (as shown below).
The up, down, left, and right arrows are used to navigate through the menu and enter numbers and letters. In the menu, you will
see the following characters after the menu entry on the top row of the LCD:
save changes: Menu entries ending with a colon are actions. Pressing the OK button two times will perform the action listed.
ISP Phone 1= Menu entries ending with an equal sign are text entry sections.
ISP Phone 1? Menu entries ending with a question mark indicate text entry mode.
Monitor > Menu entries ending with an arrow have a sub-menu. Pressing OK or the right arrow will take you to the sub-menu.
How to Enter Letters and Digits Letters, numbers, and other characters can be entered into the MBOX using the arrow buttons. When you arrive at a section of the menu ending with an equal sign, press the OK button to enter text entry mode.
Text entry mode is denoted by a question mark after the menu entry and an underscore under the last character of the value on the bottom line of the display. Once you have entered text entry mode, press the Up and Down arrows to arrive at the desired character. Once you arrive at the desired character, press the right arrow to confirm the first character and move on to the next character.
If you need to change a value, enter text entry mode and press the left arrow to delete the character(s) to the left of the cursor, then use the Up and Right arrows to enter the new value.
When the entire value has been entered, press the OK button to exit text entry mode.
Note:You may press the CANCEL button at any time while in text entry mode to revert to the original value.
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Note: After entering the desired value, you must "save changes" in order to save the current value to memory. If you do not save changes, the MBOX will revert to the original values the next time the player is reset.
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Chapter 2. Connecting the Service
Figure 1: Back Panel
Installing on a Dialup Connection Your MBOX automatically connects to Trusonic’s media servers every night to download playback schedules and audio files. For this reason, your Trusonic service connection must be established and verified to complete the installation.
Each player shipped to a location in North America is pre-configured with up to three ISP telephone numbers that will only work at the location indicated on the packing slip. A fourth toll-free number is programmed into the player to ensure connectivity even when there are no local numbers.
If your MBOX will be connecting to the Trusonic media service via dialup Internet connections, please follow the instructions in this section. An MBOX can be moved to an Ethernet connection at any time in the future, should your location acquire broadband connectivity.
If you are using your own dial-up ISP, see “Changing ISP Information” for setup instructions.
Phone Line The MBOX has an embedded modem and requires a standard analog phone line. Many telephone providers refer to this as a basic business line (BBL) or 1MB. We do not recommend using the telephone port of a fax machine as some fax machines interfere with an Internet dialup connection. Do not connect the MBOX to a digital phone port on a digital PBX phone system. Doing so may permanently damage your MBOXs modem and will void the warranty. (For more on the warranty, see “Limited Warranty” on page 15.) Connections
to a simulated analog line from a digital PBX will result in slower download speeds.
Phone Jack Connection If the phone jack is located within 25 feet of the MBOX, you can use the 25-foot phone cord that is supplied with the MBOX. Plug one end of the phone cord into the “PHONE LINE” jack on the back of the MBOX (as shown in Figure 1 on page 8) and the other end into the analog phone jack. If two lines need to share the same phone jack, unplug the existing phone line from the wall jack, insert the included line splitter, and then plug the existing phone line and MBOX phone line into the splitter.
Once the phone line is installed, go to “Powering Up for the First Time ” on page 11 to complete the service connection.
Installing on an Ethernet Connection If your MBOX will connect to the Trusonic media services via the Ethernet, follow the instructions in this section.
The MBOX can use static or dynamic Internet Protocol (IP) addressing schemes. (See “Dynamic or Static IP Addressing” on page 9 for more information.) The MBOX is set up for plug-and-play operation on a network with Dynamic Host Control Protocol (DHCP) servers. Such servers are standard on many broadband network routers from companies such as Linksys, Netgear, and D-Link.
Ethernet Cable An Ethernet cable may or may not have been provided in your MBOX kit depending on how your product was ordered. Any category 5 straight-through (not crossover) Ethernet patch cable will work with the MBOX. Ethernet patch
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cables are available in a variety of lengths from local hardware and computer specialty stores.
Ethernet Connection Plug in the straight-through Ethernet patch cable into the “ETHERNET” port on the back of the MBOX (see Figure 1 on page 8) and connect the other end to an available Ethernet jack on your router or hub.
The MBOX retrieves updates and audio files by using HTTP over port 80. All audio file URLs are encrypted.
Dynamic or Static IP Addressing If your network offers dynamic IP addressing via a DHCP server, no more configuration is required. The DHCP setup is recommended by Trusonic as the preferred network configuration.
Setting Up a DHCP Network On a DHCP network, the domain name server (DNS) should be automatically set as part of the address assignment exchange. If the DHCP network does not hand out a DNS IP address, 206.173.28.10 will be used as a default. If this default DNS is not suitable, you may switch to another DNS in the Setup menu of your MBOX. (See Changing the Default DNS IP on page 20.)
The MBOX is 'plug-and-play' ready for a DHCP network. The local DHCP server will assign the proper IP address, network address, subnet mask and gateway to the MBOX.
To set up for a DHCP network Run a live Ethernet cable to the ETHERNET port on the back of the MBOX (see, “Figure 1” on page 8).
Once the Ethernet cable is connected, go to Powering Up for the First Time on page 11 to complete the service connection.
Setting Up a Static IP Address If your network is set up for Static addressing, you should first obtain the following information from your network administrator: Static IP address Subnet Mask Gateway
Applying Static Network Settings Power on the MBOX. See Powering Up for the
First Time on page 11 Navigate to Network Config in the Admin Menu
as described in Figure 3: Admin Menu on page 22.
Press the right arrow to DHCP Press the OK button Press the right arrow to change enabled to
disabled Press the down arrow to IP Address Enter in the Static IP Address (e.g.
192.168.0.100) Press the down arrow to Subnet Mask Enter the Subnet Mask (e.g. 255.255.255.0) Press the down arrow to Gateway Enter the Gateway (e.g. 192.168.0.1) Press down arrow until you see Save Changes
and press OK twice
Note: Failing to save changes will result in lost settings!
Note: Network changes to the MBOX do not take effect until the MBOX is rebooted. You may reboot from the main menu or by power cycling the unit.
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Web Content Filters If your network is using content filtering software from companies such as Network Appliance or WebSense, it must be configured to allow for the retrieval of URLs ending in “.ogg” and “.ovu” via HTTP on port 80 from rcdl.trusonic.com. The MBOX also communicates via HTTP on port 80 to mbox2.trusonic.com. Many network filtering packages exclude files with the extension “.ogg” and “.ovu” in order to prevent the distribution of music content.
Amount of Traffic to Expect The MBOX is programmed to contact Trusonic’s servers between 10pm and 4am local time. During the connection, the MBOX will log in via port 80, transfer its log files and retrieve new play list information. This exchange usually takes less than 1 minute at 56k and considerably less time on an Ethernet connection.
The media files are 64k mono-encoded so a 3 minute long audio file or song is approximately 1.5 megabytes in size. If a new song is added to a play list, the song will be downloaded upon the next Nightly connection.
A 3 minute song or 1.5 mb file will take approximately 6 minutes to retrieve on a dial-up connection, and about 4 seconds on an Ethernet connection.
Advanced Network Configuration The MBOX can be configured to a specific download rate so as to not interfere with other network appliances. An HTTP Proxy can also be configured on the player, should the need arise.
Setting Download Rate Limits A download rate limit can be applied to the 10/100 Ethernet connection on the MBOX so as to not interfere with other network activity. The download limit can be configured in the Network section of the Admin menu. All download rates are in KB/s. The default download limit of the MBOX is 140 kbytes/sec (equivalent to a T1).
Setting Up an HTTP Proxy The MBOX can be configured to access the service portion of your Trusonic subscription through your corporation’s proxy server. The MBOX supports basic proxy authentication as described in RFCs 1945, 2068 and 2617. Both user-restricted and non user-restricted proxy settings are supported.
To Apply an HTTP Proxy Navigate to HTTP Proxy IP in the Network sub-
menu of the Admin Menu Enter the HTTP Proxy IP (e.g. 192.168.0.200) Press the down arrow to HTTP Proxy Port Enter the HTTP Proxy Port (e.g. 3003) If your proxy does not require a username and password, skip to Step “Navigate to Save Changes and press OK twice.” Otherwise: Press the down arrow to Proxy Username Enter the Proxy Username Press the down arrow to Proxy Password Enter the Proxy Password Navigate to Save Changes and press OK twice
Note: Failing to save changes will result in lost settings!
Testing New Proxy Settings After making any changes to the Proxy Set-tings, you should test the connection to ensure proper data entry. To Test the New Proxy Settings Navigate to Test Connection Press the OK button twice Observe the LCD screen for messages If you do not see CONNECT: SUCCESS on the display after a few minutes, check that the settings are all correct, then consult your network administrator.
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Powering Up for the First Time The MBOX will begin playing its scheduled music or advertisements within 30 seconds of applying power. After powering up for the first time, you should run the Test Connection command from the Main Menu to ensure proper connectivity.
Plug in the supplied power cord into an uninterruptible power supply (UPS) or protected wall socket, if available.
Plug the other end into the power receptacle of the MBOX and rotate the power cord holding clip so that it covers the plug end to ensure that it does not fall out.
Within 30 seconds, the MBOX will begin to play its scheduled audio.
Testing the Trusonic Media Service Connection Once you have confirmed audio output, and have connected the MBOX to either a telephone line or Ethernet cable, you should test whether the MBOX can successfully connect to Trusonic servers.
If you are connected on a dialup connection, you should first run the Test Modem command from the menu. This test will check the status of the telephone line connected to the MBOX.
If the modem test has returned a success message, or if the MBOX is connected to Ethernet, then you are ready to test the service connection.
Navigate to Test Connection in the Main Menu Press the OK button twice to initiate the
connection test. During the connection attempt, you will see MBOX SERVER Connecting... on the display for up to 10 minutes while the MBOX attempts all possible combinations to connect.
If your MBOX successfully connects to Trusonic, you will see MBOX SERVER SUCCESS on the display.
If your MBOX is unsuccessful at connecting to Trusonic, Mbox Test Error Connect
Failed will be displayed on the LCD. You should then ensure that all necessary cables are connected to the MBOX, then see Chapter 3. Setting Up Your Audio on page 12.
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Chapter 3. Setting Up Your Audio
Connecting Audio Outputs The MBOX supports a maximum of two output zones, A and B. Both Music and Ad can be independently configured on both zones. Please refer to the Zone information at the top of the packing slip to determine if your MBOX has been configured for one or two zones. For example, if your player has been configured for the single Zone A, you would connect an RCA cable from CH-A OUT on the MBOX to the amplifier.
Adjusting Volume Levels To adjust the volume levels of the MBOX Navigate to Zone A or Zone B in the Admin
Menu as described in “Figure 3: Admin Menu” on page 29.
Navigate to either Music Volume or Ad Volume Make any necessary adjustments to the volume. Navigate down to Save Changes and press OK
twice. After saving changes, the currently playing song will be cut off and the next song will begin to play with the new volume applied.
If you are happy with the volume levels on Zone A, and wish to apply them to Zone B, navigate to Copy To Zone B= and press OK twice. Once the levels have been copied, navigate to Save Changes: and press OK twice.
Using the MBOX as a Music Pass-through Device The MBOX may be configured as a Music Pass-through device or Message Repeater. Music Pass-through will enable external music sources to pass through the MBOX, and at a specified time duck the external music to play an advertisement from the MBOX. There are two options for music pass-through:
Using an external music source This option will enable an external music source to play through the MBOX and, at a
specified time, fade the music down to a set volume (ducker depth) and play the adver-tisement or message.
Using the MBOX as a music source This option will enable the MBOX to feed its own music output back into the MBOX, fade the music at a specified time to a set volume (ducker depth) and play the advertisement or message.
Using an External Music Source Any source can be used for the External Music Source of a Pass-Through setup. For example, you could use a looping CD, satellite stream, or other audio source.
Connect an RCA cable from the external music source to Ch A In on the MBOX,
Run the Ch A Out to the on-premises amplifier. When an advertisement plays, the external music source will fade down to the ducker depth. After the advertisement has finished, the MBOX will fade the external music source back up to its normal volume.
Using the MBOX as a Music Source The MBOX can feed its own music source from Channel A output into Channel B input, and at any specified time the advertisement or message will play on Channel B output, fading the music to the ducker depth.
Plug one end of an RCA cable into Ch A Out, and the other end into Ch B In.
Plug another RCA cable into Ch B Out and connect it to the on premises amplifier.
The music from Zone A will play through Zone B, and at a given time, Zone B will fade to the ducker depth. After the advertisement is finished, the MBOX will fade the music back to its normal volume.
Adjusting Volumes for Music Pass-Through In order for Music Pass-Through to function correctly, adjustments must be made to the Ducker Depth, Fade, and Input Volumes.
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A Ducker Depth of 0 will result in a music level of 0 when an advertisement plays. Should you wish to have light music in the background while an advertisement plays, the Ducker Depth should be set to any value other than 0.
A Fade time of 0 will result in a 0 second fade at the end of the song and the beginning of an advertisement. Trusonic recommends a fade of 100 for a 1 second fade between the song and ad.
Input Volume controls the volume of music input from Zone A. Trusonic recommends a default value of 70.
To adjust the volume levels for Music Pass-Through Navigate to Zone A or Zone B in the Admin
Menu. See “Figure 2” on page 21 for a full description of the Administration Menu.
Navigate to Ducker Depth, Fade Time, or Input Volume and make any necessary adjustments.
Navigate to Save Changes and press OK twice. After saving changes, the currently playing song will stop playing, and the next song will begin to play with the new volume applied.
If you have the desired volume levels on Zone A, and wish to apply the same settings to Zone B, navigate to Copy To Zone B= and press OK twice. Once the levels have been copied, navigate to Save Changes: and press OK twice.
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Chapter 4. Troubleshooting Trusonic is dedicated to providing you with quality support and customer service. When you have a question: Use this chapter and refer to the diagnostic
message described in Appendix A: MBOX Diagnostic Glossary starting on page 29.
Contact your reseller support department to get help from someone local.
Call Customer Service. After checking this troubleshooting chapter and contacting your reseller, call Trusonic Customer Service at 877-696-7323.
Testing Audio Output Your MBOX comes equipped with an internal monitor speaker for testing audio output without having to connect RCA cables to the MBOX.
How to monitor the output of Channel A or Channel B while a song title is displayed on the LCD screen:
Press the down arrow on the front panel to Monitor and then press the Right arrow.
Navigate to Listen to Ch A: (or B) and press OK twice. If you hear output from the internal speaker, there will be output at the appropriate RCA jack.
If you determine that the unit has no output, contact your distributor to see if there is a schedule problem.
Once you are finished with the speaker monitor function, press the down arrow to Mute Speaker and hit the OK button twice.
Debugging an Analog Phone Line If the Test Connection command has returned MBOX TEST ERROR: CONNECT FAILED, try the following troubleshooting steps.
Test Modem The MBOX contains a built-in Modem Test program. With the phone line connected,
navigate to Test Modem in the Main Menu, and press OK twice to initiate the test.
The music schedule will be briefly interrupted during the modem test, and any modem tones will be audible via the internal speaker.
The modem test executes the following steps:
The display will show Preparing to test modem The music schedule will be interrupted as the
MBOX will turn off the audio output to the RCA leads.
The display will show Modem: OK if the modem hardware diagnostics are successful.
The internal speaker will be turned on and you will hear a dial tone or other telephone line signal.
Upon full test success, the display will show Phone line tests good
If the modem test is not successful, please review the following displayed error conditions and recommended actions prior to contacting Customer Service.
Error: Phone line not detected - Check the phone line connection to the MBOX and ensure that it is plugged into the port marked Phone line and that it is connected to the telephone jack on the wall and retest. You may also want to test the phone line with a regular telephone.
Error: Phone line in use - Some other device is connected to and actively using the phone line. Wait until the line is no longer in use and retest.
Error: Busy tone on phone line - A fast-busy signal has been detected by the modem. Such signals occur when another telephone is connected to the same line and has remained off-hook without a connected call for a long period of time. Recheck the phone line and devices sharing that phone line and retest.
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To view and test current ISP telephone numbers Navigate to View Settings in the Main Menu Press the right arrow once Press the down arrow to ispphone1 From another telephone located in the
installation location, dial ispphone1 Repeat for ispphone2, 3, and 4
Debugging a Network Connection The Trusonic MBOX is designed to work in several different network configurations. By default, the MBOX is setup so that it can acquire network information via your DHCP server. Optionally, the MBOX can be ordered with static IP information. Given that network configurations are highly variable, please see Appendix C: Advanced Network Diagnostics starting on page 30 of this document.
Chapter 5. Warranty and Specifications
Limited Warranty Products included are the MBOX and the associated power cable and transformer.
On the first product shipment, the Model 3 product will have a two (2) year replacement warranty from the date of shipment.
On replacement products shipped from Trusonic, the warranty period is the remainder of the original warranty or 90 days, whichever is longer.
What Is Covered? This limited warranty covers defects in materials and workmanship when installed in accordance with this manual.
What Is Not Covered? This limited warranty does not cover:
Software, including, but not limited to, the Trusonic Client Online Account (COA) and Value Added Reseller (VAR) hosted applications.
Products damaged as a result of not being returned to Trusonic in their original or equivalent packaging
Tampering or removal of the warranty seal Problems that result from:
External causes such as accident, abuse, misuse, or problems with electrical power, including brown-outs and lightning strikes
Servicing not authorized by Trusonic Usage that is not in accordance with the
product instructions Problems caused by using accessories, parts, or
components not supplied by Trusonic Products with missing or altered tags or serial
numbers Products that fail to communicate with
Trusonic's central servers due to installation, on-site data networking, or telephone issues
Songs not downloaded correctly or otherwise not playing as expected.
What Will Trusonic Do? During the warranty period, Trusonic will replace the product with a comparable product that is new or refurbished. The replacement product will come with a 90-day warranty that runs concurrently with any other warranties.
Return Procedure Contact our Customer Service department toll free at 877-696-7323 and have your product serial number(s) and location information available.
The Customer Service representative will issue you a Return Materials Authorization number (RMA#), which will be used to track your warranty transaction.
Trusonic will ship a replacement system with a prepaid return label on the next available shipping day. Trusonic will bill the outbound shipping costs to your account.
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Upon receipt of the replacement product return the defective product in the same shipping container using the prepaid return label.
If we determine that the problem is not covered under this warranty, we will attempt to refurbish and repair the returned system and charge time and material costs to your account.
If the unit is damaged outside of this warranty the full current price of the MBOX will be charged to your account.
Restrictions All returns must be postmarked within 30 days of receiving the replacement system or your account will be charged the full current price of the replacement system.
Shipping charges associated with the return process are not refundable.
Returned items must include the MBOX and any other items specified in the RMA. Do not return the audio cables, manuals, and other accessory items unless requested by your service provider.
If the external case on the product is opened, modified, or damaged, this product warranty becomes null and void.
Only customers in good standing with the Trusonic finance department are eligible for this warranty program.
Non-warranty Replacement Non-warranty returns can be repaired or replaced at Trusonic's option, at a fixed cost to the customer. All non-warranty repairs/replacements carry a 90-day from the date of shipment, parts and labor warranty.
Notice and Change Service and warranty terms and conditions, including out-of-warranty pricing, are subject to change without notice.
Compliance Information: FCC Part 15 Regulations This equipment has been tested and found to comply with the limits for a Class A digital device, pursuant to Part 15 of the FCC Rules.
These limits are designed to provide reasonable protection against harmful interference when the equipment is operated in a commercial environment. This equipment generates, uses, and can radiate radio frequency energy and, if not installed and used in accordance with the instruction manual, may cause harmful interference to radio communications. Operation of this equipment in a residential area is likely to cause harmful interference in which case the user will be required to correct the interference at the users own expense.
This device complies with Part 15 of the FCC rules. Operation of this device is subject to the following conditions: (1) This device may not cause harmful interference. (2) this device must accept any interference that may cause undesired operation.
Warning: Changes or modifications to this unit not expressly approved by the party responsible for compliance could void the user's authority to operate the equipment.
Industry Canada This Class A digital apparatus meets all requirements of the Canadian Interference-Causing Equipment Regulations.
Cet appareil numérique de la classe A respecte toutes les exigences du Reglement Canadien sur le materiel brouilleur.
FCC Part 68 regulations require that the following information be provided to the customer:
Product: Xecom Model: XE5690H FCC Registration Number:
DWEMM00BXE5690H This equipment complies with Part 68 of the
FCC rules. A label on the side or bottom of this
equipment contains, among other infor-mation, the FCC Registration Number and Ringer Equivalence Number (REN), if applicable, for this equipment.
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If required, this information must be given to the telephone company.
An FCC-compliant telephone cord and modular plug is provided with this equipment. This equipment is designed to be connected
to the telephone network or premises wiring using a compatible modular jack that is Part 68-compliant. See installation instructions for details.
If your telephone equipment causes harm to the telephone network, the telephone company may discontinue your service temporarily. If possible they will notify you in advance.
If advance notice isn't practical, you will be notified as soon as possible. You will then be advised of your right to file a complaint with the FCC.
Your telephone company may make changes in its facilities, equipment, operations, or procedures that could affect the proper operation of your equipment. If they do, you will be given advance notice to give you an opportunity to maintain an uninterrupted service.
If you experience trouble with this equipment, please contact Trusonic for repair/warranty information. The telephone company may ask you to disconnect this equipment from the network until the problem has been corrected or until you are sure the equipment is not malfunctioning.
This unit contains no user-serviceable parts. The FCC recommends that the AC outlet for
equipment requiring AC power is provided with an AC surge arrestor.
The REN is used to determine the quantity of devices that may connected to the telephone line. Excessive RENs on the telephone line may result in the devices not ringing in response to an incoming call. In most, but not all areas, the sum of RENs should not exceed five (5.0). To be certain of the number of devices that may be connected to a line, as determined by the total RENs, contact your local telephone company.
The following information may be required when applying to your local telephone company for leased-line facilities:
Service Type REN USOC
Analog 0.1B RJ-11C
Canadian Equipment Limitations
Note: The Industry Canada Certification label identifies certified equipment. This certification means that the equipment meets certain telecommunications network protective, operational, and safety requirements. The Department of Commerce does not guarantee that the equipment will operate to the user's satisfaction.
Before installing this equipment, users should ensure that it is permissible to be connected to the facilities of the local telecommunications company. The equipment must also be installed using an acceptable method of connection. In some cases, the company's inside wiring associated with a single-line individual service may be extended by means of a certified connector assembly (telephone extension cord). The customer should be aware that compliance with the above conditions may not prevent degradation of service in some situations.
Repairs to certified equipment should be made by an authorized Canadian maintenance facility designated by the supplier. Any repairs or alterations made by the user to this equipment or equipment malfunctions, may give the telecommunications company cause to request that the user disconnect the equipment.
Warning: Users should ensure for their own protection that the electrical ground connections of the power utility, telephone lines, and internal metallic water pipe system, if present, are connected together. This precaution may be particularly important in rural areas.
The load number (LN) assigned to each terminal device denotes the percentage of the total load to be connected to a telephone loop that is used by the device to prevent overloading. The termination on a loop may consist of any combination of devices subject only to the
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equipment that the total of the LNs of all devices does not exceed 100.
The REN assigned to each terminal adaptor is used to determine the total number of devices that may be connected to each circuit. The sum of the RENs from all devices in the circuit should not exceed 5.0.
Safety Information
Warning, Cautions, and Notes Warning: To prevent fire or shock hazard, do not expose the unit to rain or moisture. To avoid electrical shock, do not open the
cabinet. Refer servicing to qualified personnel only.
Caution: Any change or modifications not expressly approved in this manual could void your authority to operate
this equipment.
Precautions On safety To prevent fire or shock hazard, do not place
objects filled with liquids, such as vases, on the apparatus.
Should any solid object or liquid fall into the cabinet, unplug the MBOX and have it checked by qualified personnel before operating it any further.
On placement Place the MBOX in a location with adequate
ventilation to prevent heat build-up in the player.
Do not place the player on a soft surface such a rug that might block the ventilation holes.
Do not place the player in a location near heat sources, or in a place subject to direct sunlight, excessive dust, or mechanical shock.
On temperature Allow the box to come to ambient temperature
(between 50 and 120 degrees Fahrenheit) before plugging into an outlet.
On operation If the player is brought directly from a cold to a
warm location, or is placed in a very damp
room, moisture may condense inside the player. Should this occur, the player may not operate correctly. In this case, leave the player turned off for about half an hour until the moisture evaporates.
On adjusting volume Do not turn up the volume when listening to a
section with very low level inputs or no audio signals. If you do, the speakers may be damaged when a peak-level section is played.
On cleaning Clean the cabinet, panel, and controls with a soft
cloth slightly moistened with a mild detergent solution. Do not use any type of abrasive pad, scouring powder, or solvent such as alcohol or benzene.
If you have any questions or problems concerning your player, please consult your Trusonic representative at 1.877.696.7323.
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Chapter 6: Updating Connection Settings
Changing Dial-Up ISP Information Your MBOX is shipped with a default dial-up ISP user name, password, and local ISP telephone number that will only work from the location indicated during the order process. The default ISP information should not be changed unless:
You are supplying your own dial-up ISP. You are instructed to do so by a Trusonic
representative.
Changing the ISP Telephone Numbers Your MBOX can be programmed with up to four dial-up ISP telephone numbers. By default, your MBOX contains up to three local ISP telephone numbers with the fourth number being a toll-free backup telephone number. To change an ISP telephone number: Navigate to the Modem Config section of the
Admin Menu (See “Figure 3: Admin Menu” on page 22).
Press the right arrow to Dialout Prefix If your location requires a dial out prefix such as a 9, enter that here.
Press the down arrow to ISP Phone 1 This is the first ISP number your MBOX will attempt to dial.
Make any necessary adjustments to ISP Phone 1
Repeat for ISP Phone 2, and ISP Phone 3 if necessary
Press the down arrow to Dialout Suffix If your location requires a dial out security suffix such as 200, enter that here.
Navigate to Save Changes and press the OK button twice
Note: Failing to save changes will result in lost settings!
Changing ISP Username and Password The default ISP username and password will only work with the Trusonic provided dial-up ISP. If you are providing your own dial-up ISP, the username and password should be changed. To change the ISP Username and Password Navigate to Modem Setup in the Admin Menu Navigate to ISP Username
Make any necessary adjustments to the ISP Username
Navigate to ISP Password Make any necessary adjustments to the ISP
Password
Navigate to Save Changes and press the OK button twice
Note: Failing to save changes will result in lost settings!
Testing New ISP Settings After making any changes to the ISP information, you should test the
connection to ensure proper data entry. To test the new ISP settings Navigate to Test Connection Press the OK button twice Observe the LCD screen for messages If you do not see CONNECT: SUCCESS on the display after a few minutes, check that the set-tings are all correct, then consult your dial-up ISP provider.
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Changing the Default DNS IP Your MBOX is shipped with a default DNS IP address of 206.173.28.10 which will only resolve domain names within the Trusonic net-work.
Changing the Default DNS IP The default DNS IP should not be modified unless: You are instructed to do so by a Trusonic
representative. The default DNS IP is not suitable for your
network. To change the default DNS IP Navigate to DNS IP in the Advanced Menu (See
“Figure 3: Admin Menu” on page 22). Make any necessary adjustments to the DNS IP Navigate to Save Changes and press OK
twice Note: Failing to save changes will result in lost settings!
Testing New DNS IP Settings After making any changes to the DNS IP Set-tings, you should test the connection to ensure proper data entry. To test the new DNS IP settings Navigate to Test Connection
Press the OK button twice Observe the LCD screen for messages If you do not see CONNECT: SUCCESS on the display after a few minutes, check that the settings are all correct, then consult your network administrator
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Figure 2: Main Menu
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Figure 3: Admin Menu
A / B M u s i c V o l u m e =
A / B A d V o l u m e =
A / B D u c k e r D e p t h =
A / B F a d e [ . 0 1 s ]
C o p y T o Z o n e A / B =
S a v e C h a n g e s :
E x i t S u b m e n u =
1 0 0
1 0 0
0
0
D H C P =
I P A d d r e s s =
S u b n e t M a s k =
G a t e w a y =
D o w n l o a d L i m i t =
H T T P P r o x y I P =
H T T P P r o x y P o r t =
P r o x y U s e r n a m e =
P r o x y P a s s w o r d =
S a v e C h a n g e s :
e n a b l e d
E x i t S u b m e n u :
Z o n e A / B - >
M o d e m C o n f i g - >
N e t w o r k C o n f i g - >
A d v a n c e d C o n f i g =
S a v e C h a n g e s :
E x i t S u b m e n u =
D i a l o u t P r e f i x =
I S P P h o n e 1 =5 5 5 0 1 5 5
I S P P h o n e 2 =5 5 5 0 1 1 1
I S P P h o n e 3 =5 5 5 0 1 0 0
I S P P h o n e 4 =1 8 8 8 4 1 3 6 4 2 9
D i a l o u t S u f f i x =
I S P U s e r n a m e =
I S P P a s s w o r d =
S a v e C h a n g e s :
E x i t S u b m e n u :
Modem Config Menu
Network Config Menu
Zone A/B MenuAdmin Menu
m p 3 i / 0 0 0 0 1
1 2 3 4 5 6 7
T i m e z o n e =
D N S I P =
S a v e C h a n g e s :
E x i t S u b m e n u =
P S T 8 P D T 7 , M 4 . 1 . . .
2 0 6 . 1 7 3 . 2 8 . 1 0
Password protected Advanced Config menu.
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Appendix A: MBOX Diagnostic Glossary
Diagnostic Message Description ############ (black squares across the display)
This indicates a startup failure related to power or a temporary inability to read the flash memory device.
• Check the power connections to the unit. Plug the unit into a different power outlet.
• Run the “Test Flash” from the front menu if possible. Contact Trusonic customer service if this problem persists.
Audio Reconfig...Please wait...
This is a minor, infrequent message and is only displayed on power up. Possible causes and solutions:
1. This is caused when the audio sub-system in the MBOX is not ready for operation at the same time the rest of the system is ready. The MBOX will re-initialize itself one or more times to resolve the issue.
Call failed The MBOX was unable to make a successful connection to the Internet
Service Provider's number that is programmed into the MBOX: Possible causes and solutions:
1. The phone line does not have dial tone or someone else is currently using the phone. • Get another telephone and verify that dial tone is present and
that the line is not busy. 2. The ISP number is not entered into the MBOX correctly.
• Verify and correct if necessary. Dial the ISP number from a telephone on the premises and verify that modem tones are heard on the call.
3. The retailer requires a “9” or other prefix number to be specified prior to dialing an outside line. This is not normally a problem for the Model 2 MBOX, as it will automatically insert a “9” and then an “8” instead as it retries the telephone number.
Call Successful The MBOX completed all connection tasks as expected. Changes The MBOX is applying any and all changes that were downloaded
during this nightly transaction. Connect: Success The MBOX has successfully completed a round-trip connection test to
the Trusonic service. Connected The MBOX has successfully resolved the hostname mbox2.trusonic.com
via DNS Connecting... The MBOX is attempting to establish a connection to the Trusonic
service to perform a round-trip connection test.
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Diagnostic Message Description Download Error Connect Failed
The MBOX is unable to establish a connection to the Trusonic service through the network or dial-up. Possible cause and solutions:
1. The telephone line or Ethernet cable is not plugged in. 2. The MBOX has not received an IP address from the network
DHCP server • Check “View Settings” to see if an IP address is
populated 3. The telephone line has no dial-tone
• Run “Test Modem” from the menu 4. The PBX requires a digit other than 9 or 8 to reach an outside
line • Check with a manager to find out the correct dial-out
sequence Download error Manifest failed
The MBOX attempts to build a manifest (inventory list) of all content stored on the flash drive. The MBOX will retry this operation ten (10) times before failing with this error message.
• Contact Trusonic customer service for further support on this issue. There is no end-user solution available.
Download failed The MBOX was unable to successfully run the update scripts that download music and ad schedules as well as media. Possible causes and solutions:
1. If this MBOX is on a dialup connection using Trusonic’s ISP service, the unit may have run out of ISP time. • Contact your reseller who will contact Trusonic and ask for
additional dialup time. 2. If this MBOX is on a network connection, there is likely a router
or firewall that is blocking MBOX related traffic. • Check with the local network or systems administrator.
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Diagnostic Message Description Download Failed No SessionID
This error indicates that the MBOX could not resolve the host name mbox2.trusonic.com. The DNS lookup of the hostname mbox2.trusonic.com does not return an IP address. Possible causes and solutions:
1. If the MBOX is on a telephone line, the client also has a network cable plugged in. • Unplug the network cable and try again. In a dialup
situation, the MBOX uses the IP address 206.173.28.10 for DNS resolution.
2. If the MBOX is on a network: a. Check the DNS IP address on the MBOX and using
another computer do a hostname lookup using that DNS IP address. For example in a DOS window “nslookup mbox2.trusonic.com 192.168.1.1”, where 192.168.1.1 is the IP address of the DNS server. The results should look like this: Server: hostname.clientsdomain.com Address: 192.168.1.1 Name: mbox2.trusonic.com Addresses: 206.173.28.19
b. Execute a DNS lookup of mbox2.trusonic.com using
Trusonic’s primary name server. For example “nslookup mbox2.trusonic.com 206.173.28.10”, which should return Server: sdns01.trusonic.com Address: 206.173.28.10 Name: mbox2.trusonic.com Addresses: 206.173.28.19
c. Check the HTTP proxy settings for the proxy IP address, port, username and password. If the unit is not behind a proxy, or if you are working on a Model 1 MBOX, this diagnostic does not apply.
Download Ran Successfully
The MBOX has successfully performed all necessary steps for a successful connection.
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Diagnostic Message Description Downloading Model 1 MBOXes:
1. The MBOX has a static IP address assigned and is attempting to contact the Trusonic service using the static information
2. The MBOX has detected a DHCP network connection and is attempting to contact the Trusonic service
3. The MBOX has successfully established a dial-up connection and is attempting to contact the Trusonic service
Model 2 MBOXs: The MBOX has successfully reached Trusonic servers and is beginning the download process.
Error# #### If a “Test Connection” is started but doesn't finish for any reason that error will be printed. The format of the error is ERROR# ##### where # is the session id of the session. A “Test Connection” performs a number of round-trip verification tests. One of these downloads a small audio file and compares the download checksum to the verified checksum. A checksum mismatch will generate this error message. Possible causes and solutions:
1. If the message “connected” was displayed prior to this message and the MBOX is on a network, the MBOX was likely able to perform DNS resolution, but was not able to connect to port 80 on Trusonic’s servers. • Verify that network connections can be initiated through
port 80 on this network and then retry the “Test Connection”. You can verify port 80 connectivity by entering the following command in either a DOS or Unix shell window “telnet mbox2.trusonic.com 80.” If the telnet connection is successful, then the MBOX should connect successfully as well.
2. The connection was initiated, but did not complete all of the necessary steps in the test. This can be caused by a physical interruption of the test such as the removal of a data cable or other phone or Internet outage. • Try the “Test Connection” command again.
3. Something in the network does not allow files with an extension of “.ogg” or “.ovu” to traverse the client’s network. Ask the client if they have a “transparent proxy” or “WebSense Content Filter”. These types of proxy filters can be setup to block media. In Websense, the content filter category is “Entertainment.” • Ask the network/firewall administrator if such rules exist
and ask them to insert exception rules for Trusonic’s IP address and the MBOX’s.
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Diagnostic Message Description Expired Key, Run Test Connection
As of flash revision v1.0.42 in the Model III MBOX, this message is presented on the front panel display when the internal license key has expired and music will not play. Running a Test Connection from the front panel will renew your license key.
Hangup The MBOX is hanging up the dialup connection. MBOX Test Error, Connect Failed
The MBOX failed to connect to the Trusonic service to perform a round-trip connection test. Possible cause and solutions:
1. The telephone line or Ethernet cable is not plugged in. 2. The MBOX has not received an IP address from the network
DHCP server • Check “View Settings” to see if an IP address is
populated 3. The telephone line has no dial-tone
• Run “Test Modem” from the menu 4. The PBX requires a digit other than 9 or 8 to reach an outside
line • Check with a manager to find out the correct dial-out
sequence Network The MBOX has detected a LAN connection and will try to use the
network to connect to Trusonic’s servers. Postupdate This is a message that is displayed during a Nightly transaction and
generally only if specific post connection updates have been requested by you or your client through Trusonic’s support services. Postupdate will run various scripts and commands that can be customized only by Trusonic.
Preparing Call The MBOX is examining the stored content on the flash drive in preparation to connect and request any media that is not already present.
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Diagnostic Message Description Proxy Failed This message is displayed when an MBOX that has been configured
with a Proxy IP address and Proxy Port and the MBOX is unable to establish a connection to the IP address and port specified in those configurations. Possible causes and solutions:
1. The Proxy IP address is incorrect. • Verify and correct if necessary.
2. The Proxy Port number is incorrect. • Verify and correct if necessary.
3. The Proxy Username and Password are incorrect. Not all proxy servers require a username and password. Check with the network administrator for your client. • Verify and correct if necessary.
4. The Proxy server requires Microsoft Windows NT Challenge/Response (NTLM) authentication which the MBOX does not support. Microsoft Proxy Server 2.0 supports Basic, Anonymous and NTLM authentication as documented in the MS Knowledge base at http://support.microsoft.com/kb/q198116/ • Ask the network administrator if they can setup an
alternative proxy port which only requires “Basic” or “Anonymous” authentication. Change the MBOX to use that port and try again.
5. Check the gateway and other IP addresses through “View Settings” to insure that they match the network on which the MBOX is connected.
Setting date The MBOX is verifying and resetting the operating system and hardware clock to Trusonic’s servers. Trusonic’s servers are synchronized with time servers on the Internet. This clock synchronization is done on every connection in order to minimize clock drift that is present in any computer system.
Start music This is the last thing that the connection routines perform. This restarts the sub-system that plays music and ad events scheduled.
Updates The MBOX is applying any updates targeted for this MBOX.
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Appendix B: Settings and Reboot Requirements The following table contains the parameters on the MBOX that, when changed may require a reboot to become effective. A reboot is preferably performed by executing the Reboot command in the main menu, see page 21, from the front panel of the MBOX. Remote reboots are not supported. Parameter Reboot required? Menu Location DHCP enabled or disabled Yes Network Config IP Address Yes Network Config Subnet Mask Yes Network Config Gateway Yes Network Config Download Limit No Network Config HTTP Proxy IP No Network Config HTTP Proxy Port No Network Config Proxy Username No Network Config Proxy Password No Network Config ISP Phone numbers No Modem Config Dialout suffix No Modem Config ISP Username No Modem Config ISP Password No Modem Config A/B Music Volume No Zone A/B Menu A/B Ad Volume No Zone A/B Menu A/B Ducker Depth No Zone A/B Menu A/B Fade No Zone A/B Menu Timezone No Advanced Config DNS IP No Advanced Config
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Appendix C: Advanced Network Diagnostics This appendix presents a general outline of how to diagnose and resolve network connectivity issues related to the Trusonic MBOX on a corporate network. It is not intended to cover all scenarios and cannot provide detailed diagnosis information on devices in the Subscriber’s network such as firewalls, proxy filters and virus scanning hardware not provided by Trusonic.
Network Configuration Required by the MBOX The MBOX requires the following ports when set on a LAN connection:
Port/Protocol Purpose Remote Destination 80/tcp HTTP PUT outbound and
HTTP GET inbound rcdl.trusonic.com
mbox2.trusonic.com 53/tcp/udp DNS sdns01.trusonic.com
Both rcdl.trusonic.com and mbox2.trusonic.com resolve to a viritual IP address on a load balancer, however, we require that you allow three IP addresses behind the load balancer for proper long term operation. The three IP addresses are: 206.173.28.17 206.173.28.18 206.173.28.19 You also need to either allow port 53 UDP to host sdns01.trusonic.com (206.173.28.10) or provide a DNS server of your own that is reachable by the MBOX. Trusonic may add servers in the future within the same address range. If your firewall policies allow the use of CIDR addresses, we recommend allowing the entire network range of 206.172.28/24 for each of the above ports. If your DHCP server provides a DNS server, the MBOX will use your DNS server rather than Trusonic’s. If your MBOX is configured to use a Proxy server, DNS services may not be required or used by the MBOX. The MBOX uses HTTP GETs and HTTP PUTs over port 80 to and from Trusonic’s servers.
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Document the Network Configuration of the MBOX The MBOX will either be configured for static or DHCP assigned IP address information. In either case, using the front menu of the MBOX, review and document the IP address settings on the MBOX.
• Press the down arrow until you see “View Settings” • Press the right arrow and you will see “Date: “ • Press the down arrow until you see “netdhcp” which will either be “enabled” if
the MBOX is acquiring an address via DHCP or “disabled” if IP address information is statically assigned
• Press the down arrow until you see “ipaddress” and write down the IP address • Press the down arrow until you see “subnetmask” and write down the subnet
mask • Press the down arrow until you see “gateway” and write down the gateway
address If possible, connect a PC or other computer to the same VLAN on the switch. If it is a Windows PC, do the following and write down the results:
• Start -> Run, enter “cmd”, press return which will open a DOS command line window
• Enter the command “ipconfig /all” and write down the IP address, Subnet mask and Gateway address.
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• Enter the command “nslookup mbox2.trusonic.com” which should return addresses that look like: 206.173.28.17, 206.173.28.18, 206.173.28.19
Complete this table with the information found in the above steps Parameter MBOX settings Windows PC (ifconfig /all
output) Netdhcp setting: IP Address Subnet mask Gateway address DNS IP 206.173.28.10 (default)
Proxy IP Proxy Port 8192 (default)
Proxy Username Proxy Password Nslookup mbox2.trusonic.com
Here is an example of typical network configuration information Parameter MBOX settings Windows PC (ifconfig /all
output) Netdhcp setting: Disabled IP Address 192.168.0.120 192.168.0.122 Subnet mask 255.255.255.0 255.255.255.0 Gateway address 192.168.0.1 192.168.0.1 DNS IP 206.173.28.10 (default) 192.168.0.1 Proxy IP Proxy Port 8192 (default) Proxy Username Proxy Password nslookup mbox2.trusonic.com
206.173.28.19
If the MBOX is setup for DHCP addressing, it should be plug and play if the Subscribers network has an accessible DHCP server on the VLAN to which the MBOX is connected.
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Test the MBOX Run a “Test Connection” from the MBOX main menu and compare the results to the following list of commands and possible solutions.
• “Connecting….” and the MBOX hangs This generally means that DNS resolution is failing. Skip to the next section where you will be asked to diagnose the network setup with a Windows PC and DOS command line window.
• “Connected” followed by “Error #####” This generally means that DNS resolution of mbox2.trusonic.com was successful, but port 80 is blocked. Skip to the next section where you will be asked to diagnose the network setup with a Windows PC and DOS command line window.
• “MBOX Test Error, Connect Failed” is an indication that a unit that has DHCP enabled has not been able to retrieve IP address information from the Subscriber’s DHCP server. Look in the View Settings portion of the menu to verify IP address information and verify that a DHCP server is available on the VLAN to which the MBOX is connected.
o DHCP servers have log files that record requests for IP addresses and responses. Ask the local network administrator to review the DHCP log files and see if the DHCP server received a request for address information from the MBOX and if a response was provided.
o Some DHCP servers are setup to only respond to requests from “known” hosts on the network. If such restrictions are in place, ask the network administrator to add the MBOX as a “known” or “trusted” host and then reboot the MBOX.
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Network Diagnosis Using a PC While this section documents the diagnosis process using a Windows based PC, similar diagnostics can be performed on a Macintosh or Unix/Linux/OSX system. The system that is going to be used for testing should be connected to the same VLAN that the MBOX is connected to. The network configuration should already be documented in the table in section 2 of this document. Open a command line window to execute on the following steps
• Enter the command “nslookup mbox2.trusonic.com” which should return an addresses that look like: 206.173.28.17, 206.173.28.18 or 206.173.28.19
• Enter the command “nslookup mbox2.trusonic.com ns1.trusonic.com” which should return an addresses that look like: 206.173.28.17, 206.173.28.18 or 206.173.28.19
• If the prior nslookup commands are successful, enter the command “telnet mbox2.trusonic.com 80” and note whether the connection was successful or not. A failed connection will result in a message similar to “Could not open connection to the host, on port 80: Connect failed”. If this command is not successful, please review your network topology and hardware configurations between the MBOX and the Internet and set them to allow traffic over port 80. A successful connection will simply blank the DOS command window. To exit the telnet connection type “GET /” and press enter. You’ll get
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some cryptic HTML output which is exactly what you are supposed to see.
• You may also ping the hosts mbox2.trusonic.com, ns1.trusonic.com and
rcdl.trusonic.com
Common Problems There are a number of common problems experienced in corporate networks that prevent successful connections from the MBOX over the corporate network to Trusonic’s servers. The solution to these problems requires the assistance of someone who understands the Subscriber’s network and is authorized to make configuration changes.
• Firewalls block inbound and outbound traffic to the general Internet to prevent employee access while at work. Generally a rule can be added that allows traffic over port 80 to Trusonic’s servers.
• Network filtering hardware and software such as Websense can block transmission of “.ogg” or “.ovu” files. The Subscriber’s corporate policies may not allow the transmission of audio files to and from the corporate network. Generally a filtering rule can be added that allows such traffic over port 80 to Trusonic’s servers.
• Caching proxy servers are sometimes installed to accelerate Internet access for the Subscriber’s employees. These caching servers may not allow or be configured to allow outbound HTTP PUT connections. Outbound HTTP PUT connections are required to deliver log files of the MBOX’s activities to Trusonic’s servers for presentation in reporting and monitoring systems.
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• Complex network routing and switching with different firewall rules at different points in the network. Some larger corporations have point to point networking configurations where all Subscriber locations are connected via Frame Relay or VPNs to the corporate office. This results in one or more firewall appliances, routers or devices being in the path between the MBOX and the Internet. To aid in diagnosis, the Subscriber will need to provide someone who is knowledgeable about the physical and logical network configuration.
Engaging Trusonic to Aid in Network Diagnosis Trusonic has a support team that has successfully placed thousands of MBOXs on a variety of network configurations. That team can be engaged to assist you and your client. To prepare yourself and your client for your engagement the following activities are recommended:
• Arrange a meeting time with Trusonic, your Subscriber’s network engineer and a person who can provide remote hands at the store location.
• Allow approximately 2 hours for the telephone conference • Complete the information in section 3 of this document to the best of your ability
prior to the call • Share this document with the Subscriber’s network engineer
During the call, Trusonic will expect to be able to walk through all of the diagnostic steps outlined in this document in order to resolve the issue. Trusonic reserves the right to charge an hourly consulting fee for this call.