1. Lifeline 2.0 Training By Erik Collett 02.01.09

2. Iomega Confidential 2 Lifeline 2.0 Training Table of Contents: What is Lifeline? Current Lifeline 1.1 Features New Lifeline 2.0 Features Understanding and Troubleshooting the Remote Access Understanding the Torrent Client and its settings Remote Access via FTP Conclusion

3. Iomega Confidential 3 Overview of the Lifeline Firmware Lifeline is EMC’s Linux OS Stack for the ix line. Lifeline is the Operating System that runs the ix2 and the future ix products. This is a small Linux Operating System compiled specifically for the processor it will be used on. Lifeline is a mixture of Open Source as well as custom utilities that make the device work. All Open Source source code is released and publicly available under the GPL. All customized or private code is not released to the public. If not available immediately, it will be made available shortly after release. Lifeline 2.0 introduces Remote Access and Torrent Downloading. Starting with Lifeline 2.0, Iomega and EMC have started to include features that will give users new ways to handle information. Remote Access allows you to retrieve your files from anywhere you have an Internet connection and Torrent downloading allows you to use your NAS device as a stand-alone Torrent client.

4. Iomega Confidential 4 Lifeline 1.1: Where we’ve come from What is currently included in the Lifeline 1.1 firmware: –Standard Folder Sharing (CIFS, NFS) –Media Server –FTP Server –ADS Domain Support –RAID Settings –Printer Support –External Storage –Backup linked to Retrospect –Bluetooth USB dongle support –Public share browser interface –Video Surveillance –File search –UPS Aware

5. Iomega Confidential 5 Lifeline 2.0: What we are adding What will be included in the Lifeline 2.0 firmware: –Apple File Protocol (AFP) is now supported and can be found under the Settings > Network Services > Apple File Sharing (AFP) –Torrent Downloads can now be queued on the device. Users will have to download the.torrent file to a local computer and then browse for it using Home > Manage Torrent Downloads –Torrent Settings are found under the Settings > Torrent Download. Under this section, you can change maximum download and upload speed and also change the port the torrent can be accessed on. –Remote Access is now supported. This includes features that enable the support of Dynamic IP Address handling and assigning a DNS name to your device. –Quotas (in Gigabytes) can be set for specific folders. All folders can have a maximum size set when this is enabled. This can be found in Settings > Quotas.

6. Iomega Confidential 6 Lifeline 2.0: What we are adding (Continued) More of what will be included in the Lifeline 2.0 firmware: –Security settings now have a place in Settings > Security. Security for the device is disabled from the factory and Admin access is allowed to all users out of the box. You must enable Security to protect the device and restrict access. –Jumbo Frames are now supported by Lifeline 2.0. The setting can be found in the Settings > Network Services > Network Settings. Select the checkbox next to Enable Jumbo Frame Support to enable. (Note that if the user doesn’t know if the network supports Jumbo Frames, it is recommended that they leave this unchecked.) –iSCSI (Internet SCSI) allows a user to send SCSI commands to storage devices over the Internet. In its simplest form, this allows you to map a network drive accessible via the Internet to a drive letter on a local machine. (Note: iSCSI support will be included for Professional Level Lifeline devices starting with the ix4-100 and greater.)

7. Iomega Confidential 7 Remote Access: What it is and How it works What is Remote Access and How does it Works? When you are connected to the device, you can log in using either the Administrator Account or a User that has been set up with specific permissions. Non-admin users do not have the ability to change any settings, it only allows for access to shared folders via the Shared Folder web interface. You can use User specific settings and/or Groups to assign permissions to different folders. “Punching a port through your router” to allow Remote Access can be done both automatically using TZO’s Dynamic DNS system or it can be done manually by forwarding the correct ports of your router and knowing the External IP Address served by the ISP. In most cases, this IP Address is Dynamic and you can expect this address to change every couple of days. In other cases, the address is Static and only needs to be set up once.

8. Iomega Confidential 8 Troubleshooting Remote Access What is the Agent’s responsibility regarding Remote Access? There is a fine line between troubleshooting other company hardware and troubleshooting our network devices. In this case, it is essential to help the customer find the places they need to be in order to set up port forwarding and take out any hardware or software that might be standing between them and the outside world. For the most part, we are relying on TZO to perform Port Forwarded access points for us. In the cases where those fail, the following pages will describe different troubleshooting steps to take to verify that things are working. Though it isn’t our responsibility to fix their network, we can give them direction in how to troubleshoot it. We will be looking for any feedback that you have that we can present to customers in the form of Answer IDs in order to make your lives easier.

9. Iomega Confidential 9 Troubleshooting Remote Access (Continued) Here are some basic steps to troubleshoot remote access. First, understand their IP Addresses and Network Setup. –Go to their Network Settings and find what their IP address and Gateway IP Address is. (This can also be done within Command Line using tools like TRACERT for Windows, TRACEROUTE for Mac or TRACEPATH for Debian Linux OS’s.) –The Gateway IP Address is usually the NAT/DHCP Server. If it isn’t, then the person has a non-standard configuration which requires you to find the alternate IP Address for the NAT/DHCP Server. (When using Command Line Tools it is the first address that appears that is not the Computer’s IP Address.) –From a browser, go to the IP address of the NAT/DHCP Server (e.g. 10.0.0.1 or 192.168.0.1 are common Gateway IP Addresses) –Have them tell you what the device and model number is and then have them log into this device.

10. Iomega Confidential 10 Troubleshooting Remote Access (Continued) Second, determine where the Port Forwarding settings are. –Usually you can find the Port Forwarding settings under the “Advanced” area of a Router. In some cases, they may be located under something that seems unrelated (e.g. Some Routers have Port Forwarding options under “Gaming”) –It is acceptable for the Agent to use “www.portforward.com” and selecting “Apache” as the program to allow to determine where these settings are located. It has a comprehensive list of Routers and their settings. However, you are not allowed to point Customers to this site directly to avoid potential legal implications.www.portforward.com –After determining where the Port Forwarding settings are, be sure to forward Port 80 to the StorCenter device’s IP address. –To test, you can try to connect to their External IP Address to verify that the Port Forwarding was initiated properly.

11. Iomega Confidential 11 Troubleshooting Remote Access (Continued) Third, Advanced Troubleshooting for Port Forwarding. –Some devices have disabled Internet Anonymous Requests. This protection needs to be disabled in order for Port 80 to talk to incoming Port 80 requests that were not initiated from the device. (e.g. Linksys WRT54G has this option under the Security page.)Linksys WRT54G has this option under the Security page. –Some users may have situations where they have multiple routers on the same network and, in some cases, have them chained together. This is know as Cascading Routers. In order to configure in this situation, all routers besides the Primary Router must have DHCP and NAT disabled in order for the Port Forwarding to work properly. Refer to Answer ID 21264 for a simplified answer to this issue.Answer ID 21264 –Never factory reset their Router/Modem! If you are unable to get into the device because of password issues or you are unable to connect to the device, do not try to reset it. Explain to them that they will need to get more information about their network setup before they can configure this properly. If they have any customizations, they will be lost with the reset, and we do not want to be blamed for it.

12. Iomega Confidential 12 Troubleshooting Remote Access Conclusion We need to know what issues you are running into with Port Forwarding. Since this is starting down a path of allowing more and more users to dig into the technical side of networking, we need to know what issues they are running up against in order to help document the process more effectively. As the front line of this initiative, we want to make sure that you have all the information you need to make the right decisions while troubleshooting. We also need feedback on our processes to make your lives easier in the long run. We are always here and will be able to help out with adjusting processes as quickly as possible. Contact your Local ASG team lead or Tier 3 tech and ask them to pass the information or questions on to us.

13. Iomega Confidential 13 How to use the Torrent Downloader Torrent Client Support There are two locations that regard Torrents in the Lifeline 2.0 interface. From the Home page click on Manage Torrent Downloads and to show a list of currently downloaded torrents. From here, you can click the Add button to browse your local computer and add any.torrent files. (To see what it may look like, create a text file and rename the extension to.torrent and it will show what added torrents look like.) From the Settings > Torrent Download menu, you can adjust the port, upload speed and download speed. If you are setting up a specific port for Torrents, for best results, you may want to establish Port Forwarding for that port.

14. Iomega Confidential 14 Remote Access via FTP FTP Support Another method of allowing remote access is to open Port 21 for FTP. Some people might be interested in having this functionality enabled, but it might be worth mentioning that FTP is not a secure protocol and may put their network in unnecessary risk by transmitting a plain-text username and password to the device.

15. Iomega Confidential 15 Lifeline 2.0 Training Conclusion This concludes the training for Lifeline 2.0 As we become aware of additional issues, we will be adding to this training and also adding more to the DeepWiki. We have not officially released a product that supports Remote Access via web interface. Because of this, we are in new territory and we will need your help in finding the solutions that customers will be looking for. Because of the advanced nature of these features, all incidents involving ix2 devices (both Lifeline 1.1 and Lifeline 2.0) will be reviewed by our Customer Satisfaction team. We are relying on Agents to enter detailed notes on each situations you encounter.