Support FAQ

This page contains answers to common technical questions.  Click on a question below to view it's answer.

AAA Questions
	How do I place my own image onto the Internal Web Server Login screen that appears to a subscriber when they have to select a billing option?
	To add your own image, follow the steps below. FTP the desired image to the /flash/ directory of the USG From the Subscriber Interface/Login UI enter in the new file name into the Image File Name section. Reboot the USG for the change to take affect
	How does the box physically interface with the PMS?
	The box physically connects to the Property Management System via a serial (RS-232) connection.
	How many billing plans can I set in the USG?
	You may set a maximum of six billing plans.
	What are the billing increments allowed within my billing plans?
	You can bill by the minute, hour, day, week, or month. Additionally you can set the minimum unit of access.
	What does it interface into, a Call accounting box or a Property Management System (PMS)?
	The serial connection connects into the PMS and sends a standard call accounting record which includes date, time, duration, room, cost.  We support several PMS interfaces including Micros Fidelio, HOBIC, Holidex (AutoClerk) , and PTI's Lodging Link II.
	What payment options do you support?
	You can have the subscriber pay by: Credit Card Property Management System ASCII Serial Printer - this would be used in the case where a hotel would want to manually bill the subscriber for their access
	What PMS protocols does the USG support?
	The USG currently supports: 1 - MICROS Fidelio 2 - Lodging Link (PTI) 3 - Holidex (AutoClerk) 4 - HOBIC - RSI 5 - HOBIC - TSPS 6 - HOBIC - TEST 7 - HOBIC - 1BT2 8 - HOBIC - OSPS 9 - ASCII Serial Printer 10 - Fidelio (1700/2000/3700/4700/8700)
	What specifications do my switches need to insure proper posting of the accounting records?
	The switch needs to be able to identify which room (port) the subscriber is connecting in from.  This can be done by using a VLAN Switch. If the switch does not support VLAN tagging and is RFC1493 compliant, the USG can use an SNMP Query to gather the port information.
	Why does 'Error in Room Billing' appear when a subscriber tries to bill Internet access to their room?
	This is caused when a Port Location mapping does not exist for this room. To add the room to the listing, go to the Port Location Menu and select Add. Enter in the room information and try the billing again.
	Why does the 'You are being connected' screen keep looping when a subscriber is trying to connect to an External Web Server page?
	This happens because the USG will not allow access to an external site until the subscriber has been authorized for use. By adding the External Web Server address to the Passthrough Address list, you allow your subscribers access to this Web Server without having to purchase access.
	Why with the AAA enabled, after the subscriber presses 'Purchase' they get the error message, 'Cannot access https://some_url.asp'?
	Either the server is down or the "Pass-through IP’s" are not set correctly.  Please refer to your authorization services specifications.

Information and Control Console (ICC) Questions
	What platforms and browsers are supported?
	Internet Explorer 4.0 and above on Windows 95, 98, ME, 2000, and Macintosh     MSN Explorer 6.0 on Windows 95, 98, and ME     Netscape 4.x on Windows 95, 98, ME, NT and 2000     Netscape 6.0 on Windows 95, 98, ME (except when browser proxy is enabled), NT     and 2000     Red Hat Linux 6.0 with Netscape 4.5     Red Hat Linux 7.0 with Netscape 4.75     Mandrake Linux with Netscape 4.7
	Why don't the button or banner images I’ve selected display in the ICC?
	Possible causes are as follows:      a) A new Images.zip with the correct images has not been uploaded to the /flash/      directory on the USG      1. Using FTP, transfer the new Images.zip to the USG's /flash/ directory.      2. Reboot the USG so the new Images.zip file can be read in.      3. Launch a user's browser and confirm that when the ICC loads, it has the correct      images.      b) The zip file transferred to the USG was not named Images.zip. Rename the file and      reboot the USG to take affect.      c) The image pixel size is too big. See below for the correct sizes.      Banners                 373 pixels (width) X 32 Pixels (height)      ISP Logo Button    98 pixels (width) X 26 Pixels (height)      Small Buttons       45 pixels (width) X 26 Pixels (height)

Meeting Room Scheduler (MRS) Questions
	When I click on Generate Invoice, why isn't the invoice generated?
	The proper "Grant" was not placed into the java.policy file. Make sure the following statement is added after the "grant { " line in the policy file. permission java.security.AllPermission; The example below shows where to place the line in bold Example: // Standard extensions get all permissions by default grant codeBase "file:${java.home}/lib/ext/*" {      permission java.security.AllPermission; }; // default permissions granted to all domains grant { permission java.security.AllPermission;      // Allows any thread to stop itself using the java.lang.Thread.stop()
	When I click on View Rooms, why won't they display?
	The proper "Grant" was not placed into the java.policy file. Make sure the following statement is added after the "grant { " line in the policy file. permission java.security.AllPermission; The example below shows where to place the line in bold Example: // Standard extensions get all permissions by default grant codeBase "file:${java.home}/lib/ext/*" {      permission java.security.AllPermission; }; // default permissions granted to all domains grant { permission java.security.AllPermission;      // Allows any thread to stop itself using the java.lang.Thread.stop()
	When I click on View Users, why won't they display?
	The proper "Grant" was not placed into the java.policy file. Make sure the following statement is added after the "grant { " line in the policy file. permission java.security.AllPermission; The example below shows where to place the line in bold Example: // Standard extensions get all permissions by default grant codeBase "file:${java.home}/lib/ext/*" {      permission java.security.AllPermission; }; // default permissions granted to all domains grant { permission java.security.AllPermission;      // Allows any thread to stop itself using the java.lang.Thread.stop()

Miscellaneous Questions
	Does the USG conform to CE standards?
	Yes.  You can download a PDF version of the Declaration of Conformity document by clicking on the following link: CE Declaration of Conformity
	How do I FTP to the USG using Netscape Navigator?
	To transfer files to and from the USG using Netscape Navigator, you will need to do the following: On the Location toolbar enter ftp://user:password@usg IP address/flash/ (example: ftp://admin:admin@1.2.3.4/flash/) The browser will now display all the files in this directory. To retrieve a file from this directory to your local machine: Right-click on the file and select 'Save Link As'. A dialog box will appear and you can select the directory that you want the file saved in. To place a file in the directory on the server: Click on the "File" menu, select "Upload File".   A dialog box will appear and you should change the "Files of Type" to Text (*.txt). Next, select the file you wish to upload to the server. To exit the ftp server, close the browser window.
	How do I FTP to the USG using DOS commands?
	To transfer files to and from the USG using the Windows 95/98/XP/NT/2000 command line ftp, you will need to do the following: Note: Press the Enter key after each instruction. Open an MS-DOS prompt and type:  ftp [IP address]  (substituting the IP address of your USG). You will then be prompted to enter in your Username and Password information, this is the same username and password you use to access the USG through the CLI. At the ftp> prompt type: cd /flash/ At the ftp> prompt type: ls  (This will display a list of files in this directory) To retrieve a file from this directory to your local machine: At the ftp> prompt type: get [filename] (Note, this will download the file into the same directory that you started you ftp session in) To place a file in the directory on the server: At the ftp> prompt type: put [filename] (Note, if the file that you are trying to upload to the USG is in another directory then the one that you started in, you will need to add the path. for example "C:\directoryname\filename" To terminate the session at any time, at the ftp> prompt type: quit
	How do you secure the remote administration?
	The USG login is Username and Password based. Also, beginning with version 3.03, the Access Control feature has been added. The USG incorporates a master access control list that checks the source (IP address) of administrator logins. A login is permitted only if a match is made with the master list contained on the product. If a match is not made, the login is denied, even if a correct login name and password are supplied. The access control list supports up to 50 (fifty) entries in the form of a specific IP address or ranges of IP addresses.
	I forgot the user name and password to login to the USG. How do I reset them?
	In order to reset the administrator username and password, you will need to connect to the USG using a serial connection. When prompted for the user name and password, enter nomadix for each. You will then be asked if you want to change these parameters. Answer yes, and they will be reset back to the default username and password, admin. After this you can then assign a new username and password in the System/Login screen. It is recommended that you reboot the USG after changing the username and password.

Network Configuration Questions
	Does the Network Interface IP and the Subscriber Interface IP have to be on the same class/subnet?
	Yes they do have to be on the same class/subnet.  The Network IP is the management side and the Subscriber IP is the NAT side for improper IP configuration of clients on the subscriber port.
	Does the USG work when plugged into a device that is using NAT (Network Address Translation)?
	Yes, but you will not be able to manage the USG remotely (from the Internet), however you can from the internal LAN.
	What are Network and the Subscriber Interfaces?
	The Network Interface IP address is the public IP address that allows administrators and subscribers to see the USG on the network. Use this address when you need to make a Telnet or FTP connection with the USG.   If you do not use a publicly routable IP for the Network IP, then you will not be able to telnet to it from the Internet and this means that you will not be able to remotely manage the USG.  You may also lose some AAA functionality. The Subscriber Interface IP address is the address that the subscribers see on the private side of the USG.   This address is the address that will become the source address on packets sent out to the Internet from the subscribers.

Partner Image Questions
	How do I place my own image onto the splash screen that appears when a subscriber first launches their browser?
	To add your own image, follow the steps below. FTP the desired image to the /flash/ directory of the USG From the Configuration/Misc menu enable Partner Image and enter in the name of the file Reboot the USG for the change to take affect

Passthrough Addresses Questions
	Am I restricted to using only IP addresses as a Passthrough?
	No, you may enter either an IP address or a DNS name. Please note: DNS name should not contain protocol, port, or path information.
	How many Passthrough Addresses am I allowed?
	Up to 300 Passthrough Addresses can be entered.
	With AAA on, how can I grant access to my “Walled Garden” without forcing a subscriber to purchase time?
	By using Passthrough Addresses. By entering in either website names or IP addresses, you can allow your subscribers to view these sites without having to purchase Internet access. If they click on a site that is not in the Passthrough Address list, they will then be redirected to the login page to purchase access.

Port Location Questions
	How can I back up my Port Location list?
	You can export the file and then transfer a copy off of the USG. To do this, please follow these steps: From the Port Location Export menu, click on Export. You will receive this message, “Port-Location assignments exported to /flash/location.txt”. Connect via ftp to the /flash/ directory of the USG and transfer the file, location.txt, to your local computer. Keep this file in a safe place. It can be used to import these setting back to the USG if needed.

Radius Questions
	Does the USG support Radius authentication?
	Yes, the USG will forward the username and password to a Radius server for authentication.
	What is Nomadix’ vendor code?
	3309
	What Radius attributes does the USG support?
	Authentication-Request Username Password Service-Type NAS-Port (port number) NAS-Identifier Framed-IP Address NAS-IP Address NAS-Port-Type Acct-Session-ID EAP-Packet (used for 802.1x) Message-Authenticator (used for 802.1x) State (used/tested for 802.1x) Called-Station-ID Calling-Station-ID Authentication-Reply (Accept) Reply-Message State (used/tested for 802.1x) Class Session-Timeout Idle-Timeout EAP-Packet (used for 802.1x) Message-Authenticator (used for 802.1x) Acct-Interim-Interval Nomadix VSAs: Nomadix-Bw-Up Nomadix-Bw-Down Nomadix-URL-Redirection Nomadix-IP-Upsell Accounting-Request Username Acct-Status-Type (Start/Stop/Update) Acct-Session-ID Acct-Output-Octets Acct-Input-Octets Acct-Output-Packets Acct-Input-Packets Class Nomadix VSAs: Nomadix-Bw-Up Nomadix-Bw-Down Nomadix-URL-Redirection Nomadix-IP-Upsell Acct-Session-Time (Stop) Terminate-Cause (Stop) NAS ID NAS-IP Address NAS-Port-Type NAS-Port Framed-IP Address Acct-Delay-Time Called-Station-ID Calling-Station-ID
	What Vendor-Specific Attributes does Nomadix supply for the USG?
	Nomadix supplies the following Vendor-Specific Attributes: For Bandwidth Management of the subscriber Nomadix-Bw-Up Nomadix-Bw-Down To enable the subscriber for IP Upsell: Nomadix-Ip-Upsell To redirect a subscriber when they log in: Nomadix-Url-Redirection

SMTP Redirection Questions
	What do I need to configure in order to use SMTP Redirection?
	First, you will need an SMTP server for the property that the USG is installed in. Your Internet Service Provider usually provides this server. It may be onsite or remote. This server needs to be configured to allow SMTP relay to occur from the IP addresses of the USG (Network and Subscriber). Next, you will need to enable SMTP Redirection on the USG. This can be done by going to the Configuration/SMTP menu. Here you will Enable this feature and enter in the IP address of the SMTP server.

Static Route, DHCP, Proxy and DNS Questions
	Do you support Proxy-enabled browsers without modification of the subscriber's settings?
	We do support guest notebooks with proxies enabled as part of plug-and-play services.  If subscribers do not have proxies enabled in their web browser they operate normally and we don't get in the way of their direct connection with the web server.  When they do have proxies enabled, we automatically detect this by looking at their HTTP requests (for a PROXY GET) and we automatically become their HTTP Proxy.  They do not have to make any modifications to their browser.  The USG supports not only the traditional ports such as port 80 but we also look at all non-well-known ports (e.g., 1080, 8080, 8888, etc.) this way we can cover all the cases of their proxy configurations.  Our "Transparent Proxy" is a HTTP proxy. We only auto-configure for HTTP Proxy configurations and allow all other traffic to flow through normally.  This of course does not include our dynamic address translation functionality which we also provide auto-configuration support for users with DHCP enabled or static IP Address, Gateways, Netmasks, DNS Servers, etc. from other networks.
	Does the USG support a subscriber who is configured with proxies?
	Yes the USG does have transparent proxy support.
	How do I utilize the USG's own DHCP and how do I get it to hand out 2000 IP addresses?
	To setup the DHCP server option in the USG, you will need to select a class of IP addresses that are not publicly routable, such as 10.0.0.x (where "x" is a number from 1 to 254) or 192.168.100.x or 192.168.1.x.  Then you will need to set the Subnet mask and the range. Example for 2000 DHCP addresses.   DHCP Server IP [10.0.0.1              ]: DHCP Subnet Mask [255.255.0.0        ]: DHCP Pool Start IP [10.0.0.2              ]: DHCP Pool End IP [10.0.7.210          ]: Lease Duration (minutes) [1440                   ]:
	How many DNS servers does the USG support?
	Up to 3 DNS servers may be configured in the USG. However, you must configure at least 1 DNS server.
	I tried connecting a laptop with a static IP but it did not work, but with DHCP it does. What could cause this?
	A misconfigured computer will work with the USG, but there are basic elements that need to be configured on any computer to work.  This means that if the subscriber was setup for a LAN and his settings worked on the LAN then they will work when plugged into the USG.  If the Laptop is configured with a static IP then it also will need to have a subnet and a gateway configured in order for this to work.  DNS will also have to be configured to make the initial DNS request (See DNS)
	What restrictions (if any) are there on a guest connecting to an outside VPN from within the hotel across NAT translation?
	Our NAT translation does not interfere with correctly configured users using various VPNs such as PPTP, L2TP, IPSEC, etc.  Therefore all the standard VPN protocols and approaches are supported given that they are configured with DHCP.  This works since we don't require NAT for a subscriber to gain network access.
	Why am I not able to get DNS resolution when I have a static IP address, but can when using DHCP?
	In a statically configured computer, DNS settings also need to be static. For DNS to be used, the subscriber’s computer needs to make a DNS request. To do this, just add the DNS information in the TCP/IP properties. Note that if DNS is enabled in the USG then the DNS settings in the computer do not have to be an actual DNS server. Once the DNS settings are set in the computer the computer will initiate a DNS request and the USG will translate it.

Syslog Questions
	Can I have more than one USG send information to my Syslog server?
	Yes. The Syslog message contains the Network IP address of the USG so you will be able to identify which USG the information came from.

VLAN/Port Mapping Questions
	How do you inform the system, which room is connected to which port?
	We contain a mapping of the port to a room number. More than one port can be mapped to the same room.
	How many cascaded RFC 1493 devices does the USG Support?
	Up to 8 cascaded devices are supported in versions 3.05 and earlier. Up to 50 cascaded devices are supported in versions 3.06 and higher.