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SMC Networks D3CM1604V Administrator'S Manual Download Page 54

Troubleshooting Procedures

54

D3CM1604V EMTA Cable Modem Administrator Manual

2. In the Network Preference window, next to

Show

, select

Network Status

. Your network

status and IP address appear.

3. Close the window when finished.

Via the Web

There are various Web sites, such as

http://whatismyipaddress.com/

, that display your IP

address and other information about your system. If the page does not display, you may not
have a working Internet connection and should try one of the methods described above to
find your IP address.

Troubleshooting Software-Interaction Problems

If the physical network and basic configuration procedures in the preceding sections do not
resolve your problem, focus on software problems. The most common software problems
are related to firewalls.

Many third-party antivirus programs include built-in firewalls. You may not realize that you
installed the firewall component when you installed the antivirus software, and now the
firewall may be interfering with your network connectivity.

To troubleshoot software problems:

1. Disconnect your network from the Internet so that you can safely disable any firewalls or

antivirus software while you troubleshoot.

2. Disconnect the EMTA from the Internet and unplug the EMTA.

3. After you are off the Internet, disable any antivirus or firewall programs you have, including

Internet Connection Firewall or Windows Firewall, on all the computers that have problems.
If this step solves the problem, the problem exists with one of these Windows features or
products. Enable one at a time and see when things break again. When they do, you know
where the problem is and you can either replace that product with one that does not cause
problems or change the program's configuration to resolve the problem.

4. When you have everything working, reconnect your devices to the Internet.

5. Restart all your computers.

Specific Troubleshooting Procedures

The following sections cover specific troubleshooting suggestions you may find helpful if the
basic and advanced troubleshooting procedures in the previous sections did not resolve
your problem.

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Summary of Contents for D3CM1604V

Page 1: ...D3CM1604V Administrator Manual EMTA Cable Modem FastFind Links Getting to Know the EMTA Installing the EMTA Preconfiguration Guidelines Configuring the EMTA ...

Page 2: ...stem for any purpose without the express written permission of SMC Microsoft and Windows are registered trademarks of Microsoft Corporation Apple and Macintosh are registered trademarks of Apple Inc All other brands product names trademarks or service marks are property of their respective owners This product Models D3CM1604V includes software code developed by third parties including software cod...

Page 3: ...he WAN 19 Connecting to the Public Telephone Network 19 Powering on the EMTA 20 3 Preconfiguration Guidelines 21 Configuring Your Computer for TCP IP 22 Configuring Microsoft Windows 2000 22 Configuring Microsoft Windows XP 23 Configuring Microsoft Windows Vista 24 Configuring Microsoft Windows 7 27 Configuring an Apple Macintosh Computer 30 Disabling Proxy Settings 31 Disabling Proxy Settings in ...

Page 4: ...ical Network Problems 49 Troubleshooting Configuration Problems 50 Determining Your IP Address 50 Troubleshooting Software Interaction Problems 54 Specific Troubleshooting Procedures 54 Unable to Log In to EMTA 55 Local Networked Devices Unable to Access the EMTA 55 Unable to Access the Internet 56 Unable to Access Networked Devices 57 Using the Ping Utility to Troubleshoot 57 Testing the Path fro...

Page 5: ...wired solution for the home or business environment SMC is proud to provide you with a powerful yet simple communication device for connecting your local area network LAN to the Internet This Administrator manual contains all the information you need to install and configure your new D3CM1604V EMTA Cable Modem ...

Page 6: ...e mapping Ÿ Two Plain Old Telephone System POTS RJ 11 telephone ports to allow Public Switch Telephone Network PSTN analog phone connections Ÿ Advanced SPI firewall EMTA for enhanced network security from attacks over the Internet Firewall protection with Stateful Packet Inspection Client privileges Hacker prevention Protection from denial of service DoS attacks Network Address Translation NAT Ÿ E...

Page 7: ...ary that defines the technical terms in this document Ÿ Appendix B contains compliance information Document Conventions This document uses the following conventions to draw your attention to certain information Safety and Warnings This document uses the following symbols to draw your attention to certain information Symbol Meaning Description Note Notes emphasize or supplement important points of ...

Page 8: ...is a placeholder for actual text provided by the user or system Angled brackets are also used to indicate variables screen code Indicates text that is displayed on screen or entered by the user angled brackets Indicates a variable which is a placeholder for actual text provided by the user or system Italic font is also used to indicate variables square brackets Indicates optional values braces Ind...

Page 9: ...your D3CM1604V EMTA Cable Modem check the package contents and become familiar with the EMTA s front and back panels The topics covered in this chapter are Ÿ Unpacking Package Contents page 10 Ÿ System Requirements page 10 Ÿ Front Panel page 11 Ÿ Rear Panel page 12 Ÿ Using the Reset Button page 15 ...

Page 10: ...ct your cable service provider Keep the carton including the original packing material in case you need to store the product or return it System Requirements To complete your installation you need the following items Ÿ Provisioned Internet access on a cable network that supports cable modem service Ÿ A computer with a wired network adapter with TCP IP installed Ÿ A Java enabled Web browser such as...

Page 11: ... D3CM1604V EMTA Cable Modem contains a set of light emitting diode LED indicators These LEDs show the status of the EMTA and simplify troubleshooting Figure 1 1 shows the front panel of the D3CM1604V EMTA Cable Modem Table 1 describes the front panel LEDs Figure 1 1 Front Panel of the D3CM1604V EMTA Cable Modem ...

Page 12: ...tream OFF no power or not locked on upstream channel Green ON ranging is complete DOCSIS 2 0 bonded upstream ONLINE Blue Blinking DHCP and registration in progress ON online in DOCSIS 3 0 mode OFF no power or upstream ranging not complete Green ON online in DOCSIS 2 0 mode LINK Blue Blinking data activity ON Gigabit Ethernet LAN device connected OFF no LAN devices connected Green Blinking data act...

Page 13: ...rear panel of your D3CM1604V EMTA Cable Modem contains a reset button and the ports for attaching the supplied power adapter and making additional connections Figure 1 2 shows the rear panel components and Table 2 describes their meanings Figure 1 2 Rear View of the D3CM1604V EMTA Cable Modem ...

Page 14: ... to one port and an analog PSTN telephone line to the other port LAN One 10 100 1000 auto sensing RJ 45 switch port Connect a device on your LAN such as a computer hub or switch to these ports RST Use this button to reset the power or restore the default factory settings see Using the Reset Button on page 15 CABLE Connect your coaxial cable line to this port POWER Connect the supplied power cord ...

Page 15: ...u press the reset button determines which reset operation is performed To protect against accidental resets the reset button is recessed on the EMTA rear panel Note You can also reset the EMTA and retain its current configuration settings using the RESET method described under Configuring Security Settings on page 40 To use the reset button to perform a software or factory default reset 1 Leave po...

Page 16: ...pter describes how to install your D3CM1604V EMTA Cable Modem The topics covered in this chapter are Ÿ Finding a Suitable Location page 17 Ÿ Connecting to the LAN page 18 Ÿ Connecting the WAN page 19 Ÿ Connecting to the Public Telephone Network page 19 Ÿ Powering on the EMTA page 20 ...

Page 17: ...ot of space around the sides and top of the EMTA to provide sufficient air flow around the device Ÿ Not expose the EMTA to a dusty or wet environment Ÿ Be an elevated location such as a high shelf keeping the number of walls and ceilings between the EMTA and your other devices to a minimum Ÿ Be away from electrical devices that are potential sources of interference such as ceiling fans home securi...

Page 18: ...can use either a standard straight through or crossover Ethernet cable 1 Connect either end of an Ethernet cable to the LAN port on the rear panel of the EMTA see Figure 2 1 Figure 2 1 Connecting to an Ethernet Port on the EMTA Rear Panel 2 Connect the other end of the cable to your computer s network interface card NIC or to another network device see Figure 2 2 Figure 2 2 Connecting the EMTA to ...

Page 19: ...to each RJ 11 port is limited by the total Ringing Load of the telephone devices that are connected Many telephone devices are marked with a Ringer Equivalent Number REN Each telephone port on the EMTA can support up to a 5 REN load The sum of the REN load on all of the telephone devices attached to each port must not exceed 5 REN Before you use the EMTA s RJ 11 connectors to power the analog devi...

Page 20: ...wer port on the rear panel of the EMTA see Figure 1 2 on page 13 2 Connect the other end of the power adapter to a working power outlet The EMTA powers on automatically the POWER LED on the front panel goes ON and the other front panel LEDs show the EMTA s status see Table 1 on page 12 WARNING Only use the power supply supplied with the EMTA Using a different power supply can damage the EMTA and v...

Page 21: ... computer that is used to configure the EMTA This chapter also covers other preconfiguration guidelines you should review before configuring the EMTA The topics covered in this chapter are Ÿ Configuring Your Computer for TCP IP page 22 Ÿ Disabling Proxy Settings page 31 Ÿ Disabling Firewall and Security Software page 32 Ÿ Confirming the EMTA s Online Status page 32 Ÿ Confirming Your Computer s Lin...

Page 22: ...icrosoft Windows 7 see page 27 Ÿ For Apple Macintosh see page 30 Configuring Microsoft Windows 2000 Use the following procedure to configure your computer if your computer has Microsoft Windows 2000 installed 1 On the Windows taskbar click Start point to Settings and then click Control Panel 2 In the Control Panel window double click the Network and Dial up Connections icon If the Ethernet adapter...

Page 23: ...w changes 9 Restart your computer Configuring Microsoft Windows XP Use the following procedure to configure your computer if your computer has Microsoft Windows XP installed If you use the Classic interface where the icons and menus resemble previous Windows versions perform the procedure under Configuring Microsoft Windows 2000 on page 22 1 On the Windows taskbar click Start click Control Panel a...

Page 24: ...Use the following procedure to configure a computer running Microsoft Windows Vista with the default interface If you use the Classic interface where the icons and menus resemble previous Windows versions perform the procedure under Configuring Microsoft Windows 2000 on page 22 1 On the Windows taskbar click Start click Control Panel and then select Network and Internet Icon 2 Click View Networks ...

Page 25: ...istrator Manual Figure 3 3 Local Area Connection Properties Window 6 In the Internet Protocol Version 4 Properties dialog box click Obtain an IP address automatically to configure your computer for DHCP see Figure 3 4 Figure 3 4 Internet Protocol Properties Window ...

Page 26: ...delines 26 D3CM1604V EMTA Cable Modem Administrator Manual 7 Click the OK button to save your changes and close the dialog box 8 Click the OK button again to save your changes Figure 3 5 Local Area Connection Status Window ...

Page 27: ...ws 7 1 In the Start menu search box type ncpa cpl Figure 3 6 Typing ncpa cpl in the Start Menu Box The Network Connections List appears Figure 3 7 Example of Network Connections List 2 Right click the Local Area Connection icon and click Properties 3 In the Networking tab click either Internet Protocol Version 4 TCP IPv4 or Internet Protocol Version 6 TCP IPv6 and then click Properties ...

Page 28: ...D3CM1604V EMTA Cable Modem Administrator Manual Figure 3 8 Local Area Network Connection Properties Dialog Box 4 In the properties dialog box click Obtain an IP address automatically to configure your computer for DHCP see Figure 3 9 ...

Page 29: ...ation Guidelines 29 D3CM1604V EMTA Cable Modem Administrator Manual Figure 3 9 Properties Window 5 Click the OK button to save your changes and close the dialog box 6 Click the OK button again to save your changes ...

Page 30: ...ou see may differ slightly from the following However you should still be able to use this procedure as a guide to configuring your Apple Macintosh for TCP IP 1 Pull down the Apple Menu click System Preferences and select Network 2 Verify that the NIC connected to the D3CM1604V is selected in the Show field 3 In the Configure field on the TCP IP tab select Using DHCP see Figure 3 10 4 Click Apply ...

Page 31: ...he Local Area Network LAN Settings dialog box appears 5 In the Local Area Network LAN Settings dialog box uncheck all check boxes 6 Click OK until the Internet Options window appears 7 In the Internet Options window under Temporary Internet Files click Settings 8 For the option Check for newer versions of stored pages select Every time I visit the webpage 9 Click OK until you close all open browse...

Page 32: ...ity Software Disable any firewall or security software that may be running on your computer For more information refer to the documentation for your firewall After you configure the EMTA please re enable your computer firewall Confirming the EMTA s Online Status Confirm that the Online LED on the EMTA front panel is ON see Figure 1 1 on page 11 If the LED is OFF replace the coaxial cable connectin...

Page 33: ... guidelines in Chapter 3 use that computer s Web browser to configure your D3CM1604V EMTA This chapter describes how to use your computer s Web browser to configure the EMTA The topics covered in this chapter are Ÿ Accessing the EMTA s Web Management page 34 Ÿ Understanding the Web Management Interface page 35 Ÿ Web Management Interface Menus page 36 ...

Page 34: ...bar type http 192 168 100 1 and press the Enter key 3 When the Login screen appears enter the default username and default password furnished by SMC Networks The default login is Username MSO Password Admin Both are case sensitive For security each password character is masked as a dot Note Your cable modem operator may customize the login password so please check with your operator for the correc...

Page 35: ...agement interface contain menus and submenus for selecting pages to configure the EMTA When you click a menu at the top a set of submenus appear at the left side The configuration settings associated with the currently selected submenu appear in the workspace see Figure 4 1 Figure 4 1 Main Areas on the Web Management Interface Submenus Workspace Menus ...

Page 36: ...bout the current system software 37 Status Connection Shows the status of the cable modem s HFC and IP network connectivity 38 Status Security Configures administration access privileges and the ability to restore factory defaults to the system 40 MTA Status Shows initialization status of the MTA 41 MTA DHCP Shows the MTA DHCP lease information 42 MTA QoS Shows the MTA QoS parameters 43 MTA Provis...

Page 37: ...rrent system software The information is organized into the following sections Ÿ Information Shows the EMTA s DOCSIS compliance information hardware and software versions and the cable modem Media Access Control MAC address serial number and certificate Ÿ Status Shows how long the EMTA has been operational whether network access is allowed and the cable modem IP address ...

Page 38: ...nd any comment associated with the procedures Ÿ Downstream Bonded Channels Shows the channel lock status modulation channel ID frequency power signal to noise ratio SNR and total correctables and uncorrectables Ÿ Upstream Bonded Channels Shows the channel lock status US channel type channel ID symbol rate frequency and power Ÿ CM IP Address Shows the cable modem IP address duration and expiration ...

Page 39: ...Configuring the EMTA 39 D3CM1604V EMTA Cable Modem Administrator Manual ...

Page 40: ...e new logon user ID New Password To change your logon password enter the new case sensitive password For security each typed password character is masked as a dot Re Enter New Password Re enter the same case sensitive password you entered in the New Password field For security each typed password character is masked as a dot Current User ID Password To change your logon user ID enter your current ...

Page 41: ...h MTA Status The Status page displays initialization status information about the EMTA s multimedia terminal adapter MTA The information is organized into the following sections Ÿ Startup Procedure shows the tasks performed at startup and their status Ÿ MTA Line State shows the state of Line 1 TEL1 and Line 2 TEL2 ...

Page 42: ...eters Shows the fully qualified domain name FQDN IP address and submask information bootfile path and IP addresses for the primary and secondary Domain Name Systems DNS Ÿ Lease Timers Shows the amount of time remaining for the DHCP lease rebind and renew Ÿ Packetable DHCP Option 122 Shows PacketCable DHCP Option 122 which provides the MTA with a list of PacketCable DHCP servers from which the MTA ...

Page 43: ...r Codewords Shows the number of code words that had no errors errors that were corrected and errors that could not be corrected Ÿ Payload header Suppression Shows whether the Payload Header Suppression PHS status is ON or OFF Ÿ Service Flows Shows PacketCable DHCP Option 122 which provides the MTA with a list of PacketCable DHCP servers from which the MTA is allowed to accept DHCP offers as specif...

Page 44: ... The Provisioning page shows MTA provisioning information The information is organized into the following sections Ÿ MTA Config File Shows the filename and contents of the MTA configuration file Ÿ Enterprise MIBs Shows the Object Identifiers OIDs and their corresponding values in the enterprise Management Information Bases MIBs ...

Page 45: ...Path Event Log The Event Log page shows the time priority ID and text description of system events This page can be very useful as it shows what has happened to the EMTA since power on All entries are date and time stamped The log space is used in a cyclic manner with the most recent entry at the top ...

Page 46: ...are Topic Subtopics Basic Troubleshooting Procedures See page 47 Advanced Troubleshooting Procedures Troubleshooting Physical Network Problems page 49 Troubleshooting Configuration Problems page 50 Determining Your IP Address page 50 Troubleshooting Software Interaction Problems page 54 Specific Troubleshooting Procedures Unable to Log In to page 55 Local Networked Devices Unable to Access the pag...

Page 47: ... lease 4 Plug in any other routers and switches 5 Start up your computer Check basic EMTA functions After you turn on power to the EMTA check that the following LED sequences have occurred and see Front Panel on page 11 1 When power is first applied verify that the POWER LED is ON 2 After about a minute verify the statuses of the following LEDs on the front panel of the EMTA see Figure 1 1 on page...

Page 48: ...r from the outlet The DS and US LEDs are OFF 1 Be sure the Ethernet cable connections are secure at the EMTA and at the computer 2 Be sure that power is turned on to the computer connected to the EMTA 3 Be sure you are using the Ethernet cable supplied with the EMTA or one configured similarly to it Check the EMTA s telephone interfaces To confirm that the EMTA s two telephone interfaces are worki...

Page 49: ...ork devices and connections These problems are the most easily fixed and include Ÿ Performing a thorough physical inspection of your network Ÿ Checking that all hardware devices including the EMTA are plugged in and physically connected to the network Ÿ Making sure you are using the proper network cables for example not using a crossover cable with a NIC that requires a straight through cable Ÿ Ma...

Page 50: ...mine whether there is a misconfiguration of IP addresses subnet masks EMTAs or broadcast addresses Common configuration problems can be caused by misconfiguring newly connected or configured devices Determining Your IP Address An IP address uniquely identifies computers and computing devices such as the EMTA on a TCP IP network IP addresses are normally expressed in dotted decimal format with four...

Page 51: ... command line program Windows IP Configuration ipconfig to see the IP address of a computer running a Windows operating system However if you want even more information such as IP routing and DHCP information type ipconfig all instead of ipconfig in the Windows sections that follow The most common problem associated when viewing IP addresses is that either Ÿ A computer s IP address is not on the s...

Page 52: ...r cable is required If you have another NIC and cable available try using them instead The EMTA port may be bad Plug the network cable into a different port on the EMTA The DHCP server that would automatically assign IP addresses is not configured for DHCP Wrong WEP or WPA settings are configured on the EMTA or access point for wireless connections The sections that follow describe how to identify...

Page 53: ...ter Your IP address will be listed see Figure 5 3 4 When you finish type exit at the command prompt and press Enter to close the window Apple Macintosh OS X To find the IP address of a Mac OS X OS X 10 6 or 10 5 computer 1 From the Apple menu select System Preferences 2 In System Preferences from the View menu select Network 3 In the Network preference window click a network port for example Ether...

Page 54: ...he firewall may be interfering with your network connectivity To troubleshoot software problems 1 Disconnect your network from the Internet so that you can safely disable any firewalls or antivirus software while you troubleshoot 2 Disconnect the EMTA from the Internet and unplug the EMTA 3 After you are off the Internet disable any antivirus or firewall programs you have including Internet Connec...

Page 55: ...ion Local Networked Devices Unable to Access the EMTA If devices on the local network cannot access the EMTA 1 Go to Status Connection 2 Under the Startup Procedure check for error statuses If your statuses show no local network connection and or no clients connected proceed to the next step true 3 Be sure the computer connected to the EMTA is configured to use the same subnet mask and EMTA settin...

Page 56: ...firm that the service is active 7 If the ONLINE LED is ON click Status About and confirm that the Network field shows Active see Viewing System Software Settings on age 37 If it doesn t contact your cable provider to confirm that the service is active 8 If you have more than one network port available on the EMTA plug the cable into a different port If the network connection works the original por...

Page 57: ...e cable connected to the NIC may be the wrong kind of network cable for example you may be using a straight through cable when a crossover cable is required If you have another NIC available try using it instead of the one currently used 5 Ping the IP address of other computers and devices on your network 6 For Windows operating systems Try connecting to a computer on the network using Start Run a...

Page 58: ... bytes 32 time NN ms TTL xxx If the path was not contacted successfully a message similar to the following appears Request timed out If the path is not working properly Ÿ The physical connections may be wrong Be sure the EMTA s ONLINE LED is ON If it is OFF review Basic on page 47 Ÿ Check that the corresponding LEDs on the NIC installed in your computer are ON refer to the documentation for your N...

Page 59: ...gh DHCP this information will not be visible in your computer s Control Panel Verify that the EMTA s IP address is shown as the TCP IP default EMTA Ÿ Check whether your computer s network address the portion of the IP address specified by the netmask is different than the network address of the remote device 5 When you finish type exit at the command prompt and press Enter to close the window Usin...

Page 60: ...tings on the DHCP page see Viewing DHCP Information on page 42 Contact your ISP to determine whether there are other issues on the network 2 Connect a computer to one of the EMTA s LAN ports 3 Restart your computer 4 Reset the EMTA to its factory default settings using either the Reset button see Using the Reset Button on page 15 or the Restore Factory Defaults setting on the Security page see Con...

Page 61: ...th the EMTA 1 Check for possible intrusions by spyware and viruses 2 Clear browser settings and cache refer to the documentation for your Web browser 3 Stop other programs running in the background that are consuming bandwidth 4 A specific site may be suffering from server issues Try another site 5 Update the EMTA firmware Unable to Configure Port Forwarding If you are not able to configure port f...

Page 62: ...ections be sure the physical cable connections are correct Determining a Computer s MAC Address The following sections describe how to obtain a computer s MAC address Microsoft Windows To determine the MAC address on a Windows computer 1 From the Windows task bar click Start and select Run 2 In the Open field type cmd and click OK A DOS command window appears 3 In the DOS command window type ipcon...

Page 63: ...ck select System Preferences 2 Select Network Select Location Select Interface 3 Perform one of the following steps Ÿ For a wired Mac running Mac OS 10 2 or earlier select the TCP IP tab The number next to the Ethernet Address is your MAC address Ÿ For a wired MAX running OS 10 3 and later select the Ethernet tab The number next to the Ethernet ID is your MAC address Ÿ For a wireless connection Ai...

Page 64: ...ephones The terminal adapter provides the conversion between analog voice signals and IP packets delivers dial tone and manages the call setup Payload Header Suppression A feature of DOCSIS 1 1 and 2 0 in which header bytes that are common in a sequence of packets of a Service Flow are replaced by a 1 byte PHSI Index PHSI when transmitting the packet on the RF network Uncorrectables Number of code...

Page 65: ... Connect the equipment into an outlet on a circuit different from that to which the receiver is connected Ÿ Consult the dealer or an experienced radio TV technician for help The device complies with Part 15 of the FCC Rules Operation is subject to the following two conditions 1 This device may not cause harmful interference and 2 this device must accept any interference received including interfer...

Page 66: ...twork the telephone company may discontinue your service temporarily If advance notice is not practical the telephone company will notify the customer as soon as possible Also you will be advised of your right to file a complaint with the FCC if you believe it is necessary The telephone company may make changes in its facilities equipment operations or procedures that could affect the operation of...

Page 67: ...g firewall 32 40 proxy settings for Internet Explorer 31 security software 32 Disabling proxy settings Firefox 31 Safari 32 Document conventions vii organization vii E EMTA configuring 33 connecting to the LAN 18 connecting to the public telephone network 19 connecting to the WAN 19 disconnects from the Internet 60 front panel 11 installing 16 key features vi locating 17 package contents 10 poweri...

Page 68: ...intosh 59 Port forwarding unable to configure 61 Powering on the EMTA 20 Provisioning page 44 Proxy settings 31 Public telephone network connection 19 Q QoS page 43 R Rear panel 13 Requirements 10 Restoring factory defaults 15 40 S Safari disabling proxy settings 32 Security page 40 Security software 32 Slow Web browsing 61 Specifications 65 Status page 38 41 System requirements 10 T TCP IP config...

Page 69: ...worked devices 57 unable to log In to EMTA 55 U Unable to access EMTA 55 access the Internet 56 configure port forwarding 61 connect to networked devices 57 log In to EMTA 55 W WAN connection 19 Web browsing is slow 61 Web management logging in 34 menus 36 Web management pages About 37 DHCP 42 Event Log 45 Provisioning 44 QoS 43 Security 40 Status 38 41 ...

Page 70: ...20 Mason Irvine CA 92618 U S A http www smc com Document number D3CM160410102013 ...

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