ePipe ML-IP Family User Guide

Troubleshooting Problems

This chapter provides troubleshooting information for the ePipe hardware and software range. Topics include:

Introduction
Syslog
Status Information
Technical Support

Introduction

The ePipe ML-IP gateways and concentrators have built-in diagnostic tools that can help to identify and resolve issues. All of the built-in diagnostic tools and reports are available by viewing the Status page of the Multilink IP Manager. This shows a set of tabs which provide status information on all aspects of the ePipe.

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Syslog

To make debugging simple and effective, ePipe ML-IP devices have been designed with System Event Logging capabilities or, as it is more commonly referred to, Syslog. Syslog can be viewed under the Logging tab of the Status page..

Syslog provides a means for processes in the ePipe to output message information to the user when an event occurs. These events range from standard informational messages all the way to important error conditions.

The ePipe uses Syslog messages to monitor the performance of the various system modules and to assist both the user and ePipe Technical Support to diagnose and then correct possible configuration flaws.

Supported Syslog Processes

The ePipe enables system logging of all the key modules within the ePipe. These modules are:

Module	Description
ML-IP	Multilink IP tunnels module for establishment and control of ML-IP tunnels.
I2B	Intelligent Internet Balancing module for load balancing outbound TCP connections over multiple network connections.
PPPoE	Point to Point Tunnelling Protocol module, typically used in xDSL network connections and provides control over the establishment of such connections to ISPs using PPPoE. Use with PPP.
DHCP	Dynamic Host Control Protocol module provides IP address allocation services, typically used in Cable Internet services and when Ethernet interfaces obtain IP addresses via the DHCP protocol.
Dialer	Dialer module controls the process of dialling analog and ISDN modems on serial ports. Use with PPP.
PPP	Point to Point Protocol module provides services for authentication and allocation of IP addresses and other IP parameters to connections that use PPP, including ADSL services (which use PPPoE) and dialup services.

The user can setup the ePipe to generate Syslog output from any or all of these processes.

Syslog Output Levels

The ePipe has 3 levels of Syslog output:

NONE
SUMMARY
DETAIL

The default Syslog output level is set to NONE, which means that no Syslog information is currently being generated from that process.

The SUMMARY level provides minimal logging of events and is used to output only significant events to the user.

The DETAIL level provides significant amounts of relevant information from the required process. This enables detailed monitoring without excessive output.

Activating Syslog Output

Syslog output can be activated by moving the sliding bar below each process to either Summary or Detail level. Syslog output will then appear for the process in the text box on the screen.

De-Activating Syslog Output

Moving the sliding bar to None will disable Syslog output for that process.

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Status Information

Further Status Information is available from the Network Connections, ML-IP and Throughput tabs in the Status section of the Multilink IP Manager. These tabs show the status of network connections, ML-IP tunnels and the throughput of the network connections respectively.

Further information on the individual network connections and ML-IP tunnels is available in the Network Connections and ML-IP sections of the Multilink IP Manager.

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Technical Support

Your first point of contact for support should be the Supplier/Distributor from which you purchased this ePipe ML-IP device. The Support Report found under the Support Report tab of the Information section of the ML-IP Manager will help your Supplier/Distributor isolate any potential problems immediately.

In the event that the Supplier/Distributor is not known or is unavailable, contact ePipe Inc or ePipe Pty Ltd sending an email to support@ml-ip.com. If you do not have access to email, then print the support report and fax it to one of the offices listed under the Contact Details tab of the Information section of the ML-IP Manager.

Sending a Support Report

On Microsoft Windows systems only:

To email the support report to your supplier or ePipe Technical Support, click once in the support report area and the press [Ctrl-A] to select all of the text. Pres [Ctrl-C] to copy the text and then paste the text into an email or text file. Send this to your support provider with a description of the problem.

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Next: Advanced Topics