TZO Troubleshooting Training for Agents By Erik Collett

Iomega Confidential 2 TZO Troubleshooting Overview Contents of this Presentation: Who is TZO? How TZO works TZO Support Responsibilities Troubleshooting Scripts –Using the Remote Access Domain Name –TZO Introductory (Basic) Services –Troubleshooting TZO Premium (Paid) Services Additional Troubleshooting –WAN or External IP matches TZO’s DNS Servers Services TZO Does Not Support – (FTP, SSH, Web)

Iomega Confidential 3 Who is TZO? TZO is a company that Iomega is working with to provide Dynamic Domain Name Service (DDNS) for Remote Access users. The domain name MyIomega.com is just one of the domains being utilized for this purpose. Users receive a 1 year subscription to the TZO service for free when they register for their Sub-domain Name. (e.g. Myix2.MyIomega.com where Myix2 is the Sub-domain. There is a clear separation between TZO and Iomega but, as TZO is a smaller company, Iomega will be the first line of support for Remote Access issues. We will talk more about our support concerns in the coming slides.

Iomega Confidential 4 How TZO Works TZO’s mission is to make Port Forwarding an automatic process by using the UPnP standard to open ports in any capable router. Lifeline 2.0 firmware that will be available for the ix2—and eventually on the upcoming ix4 series—have certain TZO-built functions built into it. When Remote Access is enabled, the onboard TZO tools will try to open incoming ports to your home network allowing the ix2 to be remotely accessed on Port 443 (HTTPS). When the device’s outward facing IP Address changes, TZO will update the assigned domain name to point to the newly updated IP Address.

Iomega Confidential 5 Detailed Information on how TZO works - 1 TZO DDNS is comprised of 2 functions, TZO Client embedded in the Iomega device, and the TZO Servers. The TZO Client software, directly embedded into the Iomega product is required to perform a WAN IP check at a set interval (10-15 min default) and when the Internet (WAN) IP address changes at the location where the device is located, the embedded TZO Client code in the device will perform an update of the IP address in the TZO Servers. The TZO DDNS Servers are the second part of the TZO functionality. The DDNS servers must accept updates from the embedded TZO Client and must also be able to resolve/answer when the domain name is queried for the IP address.

Iomega Confidential 6 Detailed Information on how TZO works - 2 TZO DDNS Client software is responsible for checking and updating the WAN IP address, and the servers accept the Dynamic DNS IP update and resolve to the proper IP address of the end-user network where the Iomega device resides. If the TZO Domain Name is resolving DDNS requests properly and the request hands back an IP address pointing to the correct WAN IP address, this confirms the TZO DDNS is working properly. In almost all cases, the TZO Client and server will be working properly and most likely the main issue is at the Customer’s network. Due to the wide variety of home and small business setups, Customers may have blocked ports, or fail to open the ports needed to gain remote access to their Iomega device.

Iomega Confidential 7 TZO Troubleshooting Scripts As mentioned above, we will be the first line of TZO support. Because of this, we have tightly scripted Troubleshooting steps to solve most TZO related issues. In the following sections we will cover: Troubleshooting steps for Basic services (Free 1 year subscription) Troubleshooting steps for Premium services (Paid subscription) Anything beyond these steps should be escalated to Tier 3 support personnel.

Iomega Confidential 8 Using the TZO Remote Access Domain Name HTTPS Connection to the Iomega Device: – (e.g. HTTP to HTTPS Forwarding to the Iomega Device: – – this will forward automatically to Connecting to other services/servers on the network –DeviceName.DomainName.com (e.g. use this address for FTP, SSH) Note: In most cases, the domain name should work when on the same network as the Iomega Device. If the domain name doesn’t work internally, try the Internal IP Address of the Iomega Device

Iomega Confidential 9 Troubleshooting Basic TZO Services Device is powered ON, properly connected to a router or/and has an active Internet connection 2.Device can be reached via the browser on the internal network 3.Make sure Customer has enabled remote access in the device and has signed up for free trial or already has a TZO account and the account is active and in good standing. 4.Determine if the Customer’s Iomega device has all the information (TZO account information) present within the devices Remote Access section. 5.Check TZO DDNS Servers using the EMC/Iomega Support Portal to make sure that the domain name/account has an IP address updated – Take note of their current WAN IP or External IP Address (e.g )

Iomega Confidential 10 Troubleshooting Basic TZO Services Make sure the Customer is at the same location/network where the Iomega device is located. Have the Customer launch a browser from that location and launch an external IP address detection site such as Take note of the IP address that the Customer see’s in their browser, that is their WAN IP, or External IP. (e.g ) 7.If IP address in Step 5 matches Step 6 and a query of the TZO DNS of the domain name hands back this IP address, TZO is working properly, see additional troubleshooting steps below.

Iomega Confidential 11 Troubleshooting Premium TZO Services Make sure the Customer has enabled remote access in the device and has ordered the TZO Premium Service. 2.Determine if the Customer’s Iomega device has all the information (TZO account information) present within the device’s Remote Access section. 3.If this is a New Registration: use to make sure the domain name is registered and active, and the Domain name must have TZO Domain Name Servers as the only name servers associated with that domain name. If domain name is registered and shows TZO DNS Servers as only DNS servers, check the record. -- OR – If this is a Transfer of Domain: (Customer already owned the domain name or registered it elsewhere) use to make sure the domain name is registered and active, and the Domain name must have TZO Domain Name Servers as the only name servers associated with that domain name. If domain name is registered and shows TZO DNS Servers as only DNS servers, check the record.

Iomega Confidential 12 Troubleshooting Premium TZO Services Check TZO DDNS Servers using the EMC/Iomega Support Portal to make sure that the domain name/account has an IP address updated within the TZO DNS servers - Take note of their current WAN IP or External IP Address (e.g ) 5.Make sure the Customer is at the same location/network where the Iomega device is located. Have the Customer launch a browser from that location and launch an external IP address detection site such as Take note of the IP address that the Customer see’s in their browser, that is their WAN IP, or External IP. (e.g ) 6.If IP address in Step 4 matches Step 5 and a query of the TZO DNS of the domain name hands back this IP address, TZO is working properly, see additional troubleshooting steps below.

Iomega Confidential 13 Additional Troubleshooting for TZO When the TZO DDNS Servers are updating correctly and the Customer’s WAN or External IP is showing up in the DNS record, this means that the Iomega Device is successfully communicating out to TZO, but the unit may not be able to receive incoming connections. In these cases, there is an issue with the Customer’s network that must be resolved before the Remote Access connection can be established. In the following pages we will cover a number of these scenarios: –Connecting to the Customer’s WAN or External IP directly –UPnP may not be enabled on their Router –Ways to Identify and solve a Double-NAT or Cascading Router

Iomega Confidential 14 Connecting to the Customer Directly If the Customer cannot get their chosen TZO DDNS Domain Name to work, have them try the following steps: 1.Have the Customer write down the WAN or External IP Address 2.From a remote location, have the Customer connect to their Iomega Device typing their WAN or External IP address into a browser following this example: Using this WAN or External IP Address skips the DDNS process and simplifies troubleshooting If this doesn’t work, then there is still an issue with the network and the ports are not open properly or possibly blocked by the ISP Another possibility is that the user is attempting to connect from a business location, and their “corporate firewall” blocks the outbound requests If they are unable to connect to other HTTPS systems from their location, you can have the Customer try from a residential location as an additional step

Iomega Confidential 15 UPnP may not be enabled on their Router If UPnP is disabled on the Customer’s router, the TZO Client will not be able to perform any Port Forwarding options. Try the following steps: 1.Have the Customer login to their router 2.Enable UPnP 3.Try remote access again 1.If still not working after enabling UPnP, the router may not be fully UPnP compliant 2.If necessary, you can have the Customer set a STATIC IP on the device, and then manually forward port 443 (TCP) to the Static IP address of the Iomega Device 3.DMZ may also be used, as long as port 443 (TCP) is not already used in the manual port forwarding tables in the router Note: In this situation, it is permissible to ask the Customer for model information for their Router and use to help enable UPnPwww.PortForward.com 4.If this still fails, there are most likely ports blocked by the ISP or possibly a Double-NAT situation.

Iomega Confidential 16 Double-NAT or Cascading Routers Scenario The easiest way to identify this issue is to have the Customer login to the router that the Iomega Device is connected to. 1.Once the Customer logs into that router, have them go to the page that will show the WAN IP address of that router. (e.g. Status or Network Info) 2.If the WAN IP address begins with , 10.X.X.X, or 172.X.X.X they may have a NAT Firewall between them and the Internet connection. 3.At this point, the Customer should CALL their DSL or Cable provider and have the DSL or Cable Modem/NAT put into Bridge mode which will disable the first NAT/Firewall. Once this first firewall in the modem is disabled, the Customer’s NAT router will handle all the network traffic, Port Forwarding, and allow Remote Access to work. Warning: This is not something the Customer should do on their own without help from the ISP. If bridge mode is attempted by the Customer and not configured properly it can render the Customers Internet connection inoperable.

Iomega Confidential 17 Port Services TZO Does Not Support The TZO Client will not open ports for alternate services that the Iomega Device may support. In these cases, you may have to walk the user through a process to manually Port Forward for their specific router. Note: Make sure the customer can connect correctly to their Iomega Device remotely before approaching forwarding ports for the additional services. Also note: If the Internal IP Address that the Iomega Device has expires, the IP Address that the ports are forwarded to may need to be changed to the new IP Address Leased to the Iomega Device. –FTP requires port 21 –Regular Web requires port 80 –SSH or Shell Terminal Access requires port 22 –BitTorrent will require whatever port is assigned in the ix2 interface

Iomega Confidential 18 TZO Training Conclusion Due to the involved nature of this training, it is recommended that you find time to review and understand the processes that you will be expected to go through. –Lab Training Suggestions: Create a Double-NAT situation with 2 Routers Cascaded with each other, determine the problem and resolve Forward Ports for an Iomega Device at a Remote (Preferrably residential) location and access the device from the Training location work Determine the IP Address of a DNS using command line tools like PING, DNSLOOKUP, and TRACERT Acquaint the Agents with web tools like so that you can properly use or guide a Customer through their uswww.PortForward.com This concludes the TZO Training