Networked VGA Grid User Guide
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Support

Epiphan provides a complimentary one-year support plan with your purchase (starting one year from the original product shipment date) as well as two extended support plans, SupportPlan and SupportPlan+. Both plans add two more years to extend the support to three years from original product shipment date.

To contact Epiphan support:

From time to time, Epiphan support may ask you for logs from your system. Follow the instructions in this section to download the log files for support.

Networked VGA Grid also supports remote troubleshooting by Epiphan’s support team. This service is only available to systems covered by SupportPlan+.

Remote support allows Epiphan to assist in troubleshooting issues you experience with the system and can also assist with resetting lost admin passwords. No private information is sent to the Epiphan maintenance server.

By default, all systems are setup with remote support configuration enabled.

This section describes procedures for the following topics:

Remote support is only provided for systems covered by SupportPlan+. For more information about our service plans, see www.epiphan.com/supportplan.

Download logs and "allinfo"

If requested by Epiphan support, you can download the logs files and/or "allinfo" data from your system. These files help our support team troubleshoot problems.

To download the logs and allinfo file:

  1. Login to the Admin panel as admin. See Connect to the Admin panel.
  1. Select the Maintenance link in the Configuration menu; the maintenance page opens.

  1. Select the Permanent Logs check box.
  2. Click Apply; the page updates to let you know the changes were applied.

  1. Select the Maintenance link again; the maintenance page opens.

  1. Click Download permanent logs; a zip file containing system logs begins to download.
  2. From your browser, run the allinfo script; a file is saved to your computer.

 

http://<ip address of your system>/admin/allinfo.cgi

  1. Share the log files and allinfo results with Epiphan support.

Configure remote support

Remote support is configured by default to connect to the Epiphan maintenance server with the domain name epiphany.epiphan.com. The system must be able to resolve this domain name to connect to the server and permit remote support. Remote support uses ports 22 and 30, therefore this port must be available for communication. If your system is protected from the Internet by a firewall, speak to your network administrator to configure the firewall appropriately.

Remote support is available from Epiphan only if your device is covered by SupportPlan+.

To configure remote support:

  1. Login to the Admin panel as admin. See Connect to the Admin panel.
  1. Select the Maintenance link in the Configuration menu; the maintenance page opens.

  1. Click Enable remote support if the check box is not selected. This setting controls incoming links from Epiphan.
  2. Click Enable connection to maintenance server if the check box is not selected. This setting configures outgoing links to Epiphan.
  3. Ensure the server address is epiphany.epiphan.com, unless Epiphan support directs you to change it.
  4. Ensure the port is 30, unless Epiphan support directs you to change it.
  5. Click Apply.
  6. Test that the system can access the maintenance server:
    1. Select the Network link under Configuration.
    2. Type epiphany.epiphan.com Network Diagnostics box.
    3. Click ping.
    4. Ensure the result shows an IP address for epiphany.epiphan.com and report any packet loss to Epiphan support.
  7. If the system cannot reach the maintenance server, check the network settings (see Configure DHCP) to ensure DHCP is selected or a DNS server is listed and try again. Consult with your network administrator if problems persist.
  8. If the system reaches the maintenance server, ensure your firewall, if you have one, has port 30 open for the system.
  9. Confirm with Epiphan support that they are able to access your Networked VGA Grid for remote troubleshooting.

Disable remote support

By default, remote support is on. If you want to turn it off, you may use the following procedure.

Disabling remote support for the Networked VGA Grid removes the ability for Epiphan to reset a lost admin password. If you forget the admin password and remote support feature is off, you will need to return the system to Epiphan for reprogramming.

To disable remote support:

  1. Login to the Admin panel as admin. See Connect to the Admin panel.
  1. Select the Maintenance link in the Configuration menu; the maintenance page opens.
  2. Click Enable remote support check box to deselect it. This prevents incoming links from Epiphan.
  3. Click Enable connection to maintenance server to deselect it. This prevents outgoing links to Epiphan.
  4. Click Apply.