All Rights Reserved. Rev. 1.0, 2003

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2 All Rights Reserved The use, disclosure, modification, transfer or transmittal of this work for any purpose, in any form, or by any means, without the written permission from Net2Phone is strictly forbidden. Rev. 1.0, 2003 Disclaimer The content of this manual is subject to change without notice and should not be construed as a commitment by the distributor or Net2Phone. This manual is furnished for informational use only and Net2Phone assumes no responsibility or liability for any errors or inaccuracies that may appear herein. Any Net2Phone services provided through this Equipment are not intended to replace or be a substitute for primary line voice services or Plain Old Telephone Service ("POTS") and are not meant to provide guaranteed Automatic Number Identification or Automatic Location Information capabilities associated with 911 or E911 services or to permit access to 411 directory assistance services. Net2Phone will not be liable for any damages, expenses, liabilities, risks, or harms arising out of or related to the Net2Phone services provided through this Equipment.

3 Table of Contents Welcome... 1 Overview... 1 Connecting to the Console... 1 Serial Cable... 1 Telnet... 2 Using the 2-Port Gateway Console... 2 Common Console Commands... 2 Outputting Net2Phone Trace Information... 2 Obtaining/Changing WAN IP Settings... 2 Obtain WAN IP Settings...2 Modifying WAN IP Settings...3 Obtaining/Changing LAN IP Settings... 3 PPPoE Settings... 4 Troubleshooting WAN DHCP Time-Out... 4 Upgrading Firmware... 5 Logging into Opal... 6 Appendix... 7 Obtaining a Trace from the 2-Port Gateway... 7 Confirming a Firmware Upgrade via a Console Connection... 8 Page i

4 Welcome Overview This guide contains detailed instructions on troubleshooting the 2-Port Gateway version 1.0 or higher. It contains information on the following topics: Connecting to the Console Navigating the 2-Port Gateway Console Common Console Commands For additional information on setting up, configuring, or using the 2-Port Gateway, please refer to the 2-Port Gateway User s Guide. Connecting to the Console In order to troubleshoot the 2-Port Gateway effectively, the troubleshooter should connect to the console to see trace and system status messages. This can be accomplished in one of two ways: via serial cable or Telnet. Serial Cable To connect via serial cable, connect one end of a 9-pin serial cable to the device and the other end to the PC. Open HyperTerminal and set the following connection settings: Figure 1 HyperTerminal Connection Settings Page 1

5 Telnet Telnet to the WAN IP address and log in when prompted. Once connected to the 2-Port Gateway console, there are a variety of commands that can be executed. The commands are identical whether the console connection method is serial cable or telnet session. Using the 2-Port Gateway Console All configuration options that can be performed via the 2-Port Gateway Web interface can also be performed via the console connection. To do this View a list of all possible commands Save changes made via the console Apply changes Reset the Gateway to its default values View the firmware version View Net2Phone configuration settings Enter this nwdgb <Enter> commit <Enter> nwdbg system reboot <Enter> nwdbg factory reset <Enter> show version <Enter> n2p cfg <Enter> Common Console Commands Outputting Net2Phone Trace Information To output trace information to the console, enter: Spy N2P 0 This command will cause all Net2Phone messages to be outputted to the console, which can be useful in troubleshooting. (For more information, refer to Obtaining a Trace from a 2-Port Gateway in the Appendix of this document.) Trace information should be provided to Net2Phone support when reporting a problem. Obtaining/Changing WAN IP Settings Obtain WAN IP Settings To obtain the WAN IP settings, enter: nwdbg ip The 2-Port Gateway will display the current WAN IP address along with the IP acquisition method: Page 2

6 Figure 2 2-Port Gateway WAN Timeout Message Modifying WAN IP Settings To change the WAN IP acquisition method, enter: nwdbg ip <dhcp bootp manual> Enter the desired IP settings. For example, to change the WAN IP settings from DHCP to a static IP, type nwdbg ip manual and then press the Enter key. To input a WAN static IP, enter: nwdbg ip <IP ADDRESS> and then press the Enter key nwdbg mask <SUBNET MASK> and then press the Enter key nwdbg gw <GATEWAY IP> and then press the Enter key Type commit and then press the Enter key to save the new configuration. For changes to take effect, type nwdbg system reboot and then press the Enter key. The text in the <> should be entered as the actual desired settings. For example: nwdbg ip Obtaining/Changing LAN IP Settings There are three settings that are specific to the 2-Port Gateway LAN connection: 1. Start IP The starting IP address that the 2-Port Gateway should assign to connected PCs/Devices (Default: ). You can modify the IP address that the 2-Port Gateway hands out to connected PCs/devices by typing dhcpserv startip <ip address> and then press the Enter key. Page 3

7 2. NAT Local IP The IP address of the local NAT (the address you use to connect to the 2-Port Gateway Web interface). (Default: ) Type nat local_ip <ip address> and then press the Enter key. 3. DHCPserv gw The IP address of the local NAT (the address you use to connect to the 2-Port Gateway Web interface). (Default: ) Type dhcpserv gw <ip address> and then press the Enter key. 4. Type commit and then press the Enter key to save the new configuration. 5. Type nwdbg system reboot and then press the Enter key to reboot the 2-Port Gateway and cause the new settings to take effect. PPPoE Settings The table below displays the commands that you need to enter to view various PPPoE settings. To view Current PPPoE settings Enter PPPoE show PPPoE messages for troubleshooting spy pppoe 0 All PPPoE commands pppoe Troubleshooting WAN DHCP Time-Out The console can be used to troubleshoot a time-out from the WAN DHCP server. This is useful in determining the reason for no connectivity on the 2- Port Gateway. The Status light on the front display of the 2-Port Gateway will not be lit if there is no connectivity. If you suspect the 2-Port Gateway is not obtaining an IP address from the WAN DHCP server, then: 1. Connect to the console as described in the Connecting to the Console section above. 2. Power the 2-Port Gateway off and then on. 3. The console should output the text below. 2-PORT-GW: Initializing Device OS * Getting DHCP information: (Requires a DHCP server...) Press any key to by pass DHCP phase and continue booting device...timeout! Figure 3 2-Port Gateway WAN Timeout Startup Message Page 4

8 The 2-Port Gateway will attempt to get an IP address from the WAN DHCP server for 45 seconds. It will display Timeout! if it is unsuccessful in this time frame. NOTE: Version 1.1 of the 2-Port Gateway firmware, available approximately July, 2003, will include a feature that allows the user to set the WAN DHCP timeout period so that it can be extended beyond 45 seconds if a DHCP server is slow to respond. Update the firmware via the 2-Port Gateway web interface as described in the 2-Port Gateway User s Guide to make use of this feature. 2-PORT-GW: Initializing Device OS > DUPLICATED IP CHECKING: (Hit CTRL-C to stop system boot/load ).. IP Address: Subnet Mask: Figure 4 2-Port Gateway Console Display If the 2-Port Gateway is unsuccessful in obtaining an IP address from the WAN server, the console will display either the IP address OR the IP address that was previously acquired/set. Regardless, the console will display a Timeout! message (displayed in Figure 3 above). If the 2-Port Gateway times out while acquiring an IP address from the DHCP server: Verify that all of the cabling is in good condition and connected properly and that there is connectivity to the WAN connection. Verify that the WAN Link light on the front of the 2-Port Gateway is lit. Verify that the DHCP server is functioning. If all of the above is OK, try resetting the 2-Port Gateway s factory defaults (#4 in the Navigating the 2-Port Gateway Console section above) Upgrading Firmware When upgrading the firmware on a 2-Port Gateway, users can verify that the upgrade is actively downloading. The firmware upgrade requires the download of a 1-megabyte file, which can take some time, depending on the speed and reliability of the customer broadband connection. Without any indication of whether or not the upgrade is still in progress, the lengthy download time may cause the user to think that the upgrade has failed. The ability to verify that the download is active will assure the user that the upgrade is successful. Page 5

9 To verify that a firmware upgrade is taking place: 1. Connect to the console as described above (see Connecting to the Console on page 1). 2. Connect to the 2-Port Gateway Web interface and click on the Upgrade Firmware button (see the 2-Port Gateway User s Guide for additional information). Figure 5 Console Upgrade Verification 3. The 2-Port Gateway will compare the version of firmware on the upgrade server with the version on the device. If the version on the upgrade server is more recent, the 2-Port Gateway will download the version to the device. Depending on the upgrade, the device might be reset to its factory defaults, causing all of the previously saved settings to be lost. (For more information, see Confirming a Firmware Upgrade via a Console Connection, in the Appendix.) Logging into Opal The following steps enable the 2-Port Gateway to place device-to-device calls. NOTE: This process only applies to the 2-Port Gateway, version 1.1 or higher. 1. Type n2p cfg to show if OPAL logon is enabled for both accounts by the user. 2. Type n2p opal # login (where # is either 1 or 2) to force a port to login to the Net2Phone OPAL server to register as available for deviceto-device calls. 3. Type n2p opal # logout (where # is either 1 or 2) to force a port to logout of the Net2Phone OPAL server. Page 6

10 Appendix Obtaining a Trace from the 2-Port Gateway 1. Connect one end of a 9 pin serial cable to an open com port on your PC. Connect the other end to the serial port on the 2-Port Gateway. 2. Open Hyperterminal and configure the settings to: Bits per sec: 9600 Data bits: 8 Parity: none Stop bit: 1 Flow control: none 3. When the Hyperterminal window opens, press the Enter key once the username prompt should come up. If you do not get a user name prompt, power off and then on the Gateway by disconnecting and reconnecting the power cord. 4. When the user name prompt comes up enter admin as the username and n2p as the password (unless you previously changed the password). 5. Type nwdbg config. Select ALL of the text that is displayed in the window, copy it and paste it into a text file. 6. Type n2p cfg. Select ALL of the text that is displayed in the window, copy it and paste it into a text file. 7. Type spy n2p 0 (the last character is a zero, not an o). Attempt a phone call. The trace info will appear in the console window. Copy that information and paste into a text file. the trace file, along with a description of the problem, to resellersupport@net2phone.com. Page 7

11 Confirming a Firmware Upgrade via a Console Connection When updating the firmware on the 2-Port Gateway, approximately 1mb of data is downloaded from Net2Phone s upgrade server to the 2-Port Gateway. 2-Port Gateways on a slow or congested Internet connection can take a long time (10 to 15 minutes or more) to upgrade, causing the user to think the upgrade has failed. Users can connect to the 2-Port Gateway from a console connection to verify that the upgrade process is occurring and determine when it is complete. Prior to initiating the firmware update process, please note that the settings (account information, WAN/LAN settings, etc.) might be reset to the factory defaults. Please make a note of your settings prior to beginning the process. Connect to the 2-Port Gateway console by telnetting to the Gateway s IP address or by connecting via RS-232 serial cable via Hyperterminal. Telnet: 1. Go to the Start menu and select Run. 2. Type telnet <ip address> (where ip address=the IP address of the 2-Port Gateway). 3. Log in. (Default username: admin; default password: n2p) Hyperterminal: Continue to Step 4 in the Hyperterminal section, below. 1. Open Hyperterminal and configure the settings to: Bits per sec: 9600 Data bits: 8 Parity: none Stop bit: 1 Flow control: none 2. When the Hyperterminal window opens, press the Enter key once the user name prompt should come up. 3. Log in. If you do not get a user name prompt, power the Gateway off and then on again by disconnecting and reconnecting the power cord. 4. Connect to the 2-Port Gateway Web configuration as described in the 2-Port Gateway User s Guide. 5. Click on the Update Firmware button in the left frame. 6. Switch the active window to the Hyperterminal or telnet window. If the upgrade is taking place, the procedure outlined below will display: Page 8

12 ############# PROCEDURE START ############# Download update.dat.../ Current prom_ver# = 30 Current runtime_ver# = 46 New prom_ver# = 31 Download 102prom.tfp... (Note that the 2-Port Gateway might take a long time to download the firmware at this point.) OK.. Erase Boot Flash Memory... Done.. Program Boot Flash Memory... Done.. Erase PROM1 Flash Memory... Done.. Program PROM1 Flash Memory... Done New runtime_ver# = 47 Download 102g35.tfp...- NOTE: The 2-Port Gateway might take a long time to download the firmware at this point. OK.. Erase Runtime Flash Memory... Done.. Program Runtime Flash Memory... Done Wait and don't power off!!! ############# PROCEDURE END ############# Once the upgrade is complete (it can take as much as 10 to 15 minutes, depending on the speed and reliability of the Internet connection), the message above will display. The device will then reboot, completing the upgrade process. Page 9