Chapter 5 - Troubleshooting
Multi-Tech Systems, Inc. MultiAccess User Guide
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Chapter 5 – Troubleshooting
No Response from the MultiAccess when trying to browse to it (web
login screen does not appear).
Variable: New Install, unit is fresh out of the box and you have not previously
communicated with it.
Is the unit connected to your network in accordance with the Quick Start Guide?
What exact 192.168.2.X IP address and subnet mask did you set your workstation to? The
subnet mask should be 255.255.255.0. From your workstation, can you ping the IP address of
your own workstation? If so, can you then ping the IP Address of the MultiAccess (which is
set to 192.168.2.1)?
If not, is your workstation physically connected to the same Ethernet segment as what the
MultiAccess is connected to? If not, connect your workstation to the same Ethernet switch or
hub as that of the MultiAccess, or use an Ethernet cross over cable directly from your
workstation to the MultiAccess. Can you ping 192.168.2.1 now? If not reboot your PC and the
MultiAccess and try again.
Networking equipment (routers, firewalls, Ethernet switches, etc) can block communication if
the network numbers are not allowed or properly routed.
Firewall and other security software can be installed on your workstation, blocking
communication.
If you can ping the MultiAccess, but you still do not receive a login screen from the
MultiAccess, is it really the MultiAccess that is responding to the ping? Turn the MultiAccess
off and try the ping again - if there is still a response, it is coming from another computer.
Variable: HTTP (web) communication had previously been established and working, but
now there is no response when trying to browse to the unit.
Do you know the IP address of the MultiAccess? If you ping it, do you get a response? If not,
are you on the same local network (Ethernet segment) as that of the MultiAccess? If you are
not, can a workstation on the same network as that of the MultiAccess, communicate with it?
If not, is the unit still powered up and properly connected to your network.
Were any network changes or upgrades recently made, or new software added to your
workstation(s)?
Firewalls, security software, networking equipment and etc can block all or certain types of IP
communication (including pings\ICMP).
If you can ping the MultiAccess, but you still do not receive a login screen from the
MultiAccess, can you Telnet to it (standard telnet port 23)? A login prompt should appear, use
the same admin credentials (as with the web interface) to log in with. If successful you will be
at a simple # prompt. Type the command “ps” (no quotes), is /usr/boa listed as one of the
processes? This process is the web server. If boa is not running, contact Multi-Tech Tech
Support.
If the MultiAccess unit does reply to the ping and you are still unable to view the MultiAccess
web page, then call Multi-Tech Tech Support for more assistance (1-800-972-2439).
What if I don't get an email when I set the mail server address?
Variable: The mail server you defined can not be contacted.
During transmission, the mail server’s name you entered could not be resolved by the DNS
Server.
