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Step-by-Step
Tech Support
Updated 1/13/09
This section will explain how to troubleshoot the Internet connection to your Symphony.
Before starting, review the Networking 101 presentation on the CD included with the Symphony. A basic
understanding of networks is essential to this procedure. Next identify the problem. Run the Network Diagnostics in
the Symphony. Which of the following applies:
•
My Physical Link failed.
•
My Physical Link is OK, but I failed to get an IP address.
•
My Physical Link is OK, and I have an IP address, but I can’t reach the AUI servers.
•
I can reach the AUI servers, but I don’t have a web link on the Symphony screen.
My Physical Link failed.
1.
This literally means that you have a wiring problem between the Symphony and the device it is connected
to.
2.
Check your connectors.
3.
Make sure that there is not a kink in the wire.
4.
Try connecting the Symphony directly to the router using a short pre-manufactured Ethernet cable (patch
cord). Use a cable that you can verify the integrity of by using it on another device such as a computer.
5.
Make sure that you are on the proper port of the router. For example, a port marked “uplink”, is used for
programming only – not for connecting to network devices.
My Physical Link is OK, but I failed to get an IP address.
1.
This could still be a problem with the cable even though it passed the test above.
2.
The Symphony gets its IP address from the DHCP service on the router when it is powered up or the
network is restarted. Try resetting the power on the symphony or restarting the network. You should restart
the Symphony after each of these steps.
3.
Try connecting the Symphony directly to the router using a short pre-manufactured Ethernet cable (patch
cord). Use a cable that you can verify the integrity of by using it on another device such as a computer.
4.
Verify that a computer on the network is able to get its address through DHCP.
5.
Try connecting the Symphony to the same port of the router that you know a computer is able to get its
address through.
6.
Make sure that you are on the proper port of the router. For example, a port marked “uplink”, is used for
programming only – not for connecting to network devices.
My Physical Link is OK, and I have an IP address, but I can’t reach the AUI servers.
1.
Verify that the computer network address and the Symphony network address are on the same network
when compared to the subnet mask.
2.
If they are on different networks, DHCP is not functioning properly. Remember, the IP address must match
for each of the 4 address digits in which the subnet mask is 255.
3.
Go to Services setup from the network setup screen and make sure that RCPP, Blowfish, and port 80 are
selected.
4.
Go to Redir setup from the network setup screen and make sure that the address is selected as Normal.
5.
Your router may be implementing a firewall that blocks the network communication of the symphony.
Your router must allow messages using HTTP protocol on PORT 80 Contact the vendor of the router for
assistance in verifying this.
I can reach the AUI servers, but I don’t have a web link on the Symphony screen.
•
You need to enable the Symphony Console in a Customer account through the Alarmnet web server. You
next need to add the console to the customer account and select the content for the user’s home page.
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