Trusonic MBOX®

Product Manual

Firmware: 1.0.42
Manual: 2.7
Rev: 2009042101

Trusonic, Inc.
7825 Fay Ave, Suite LL-A
La Jolla, CA 92037
Phone: 1.877.696.7323
Email: sales@trusonic.com
http://www.trusonic.com
Trusonic, the Trusonic logo, MBOX and the MBOX logo are registered trademarks of Trusonic, Inc. All
other trademarks are the properties of their respective owners.

© 2009 by Trusonic, Inc.

Reproduction in whole or in part without written permission is prohibited. All rights reserved.

2
CHAPTER 1. GETTING STARTED ...............................................................................5
Using This Guide...............................................................................................5
Understanding the Basics .................................................................................5
Cables and Accessories....................................................................................5
Power Connection .............................................................................................5
Determining Your Service Connection ..............................................................5
Administration Menu..........................................................................................6
Getting to Know the MBOX Menu..................................................................6
How to Enter Letters and Digits .....................................................................6
CHAPTER 2. CONNECTING THE SERVICE ...................................................................8
Installing on a Dialup Connection ......................................................................8
Phone Line.....................................................................................................8
Phone Jack Connection.................................................................................8
Installing on an Ethernet Connection.................................................................8
Ethernet Cable...............................................................................................8
Ethernet Connection ......................................................................................9
Dynamic or Static IP Addressing ...................................................................9
Setting Up a DHCP Network..........................................................................9
Setting Up a Static IP Address.......................................................................9
Applying Static Network Settings ...................................................................9
Web Content Filters .....................................................................................10
Amount of Traffic to Expect..........................................................................10
Advanced Network Configuration ....................................................................10
Setting Download Rate Limits......................................................................10
Setting Up an HTTP Proxy...........................................................................10
To Apply an HTTP Proxy .............................................................................10
Testing New Proxy Settings.........................................................................10
Powering Up for the First Time........................................................................11
Testing the Trusonic Media Service Connection .............................................11
CHAPTER 3. SETTING UP YOUR AUDIO ...................................................................12
Connecting Audio Outputs ..............................................................................12
Adjusting Volume Levels .................................................................................12
Using the MBOX as a Music Pass-through Device .........................................12
Using an External Music Source..................................................................12
Using the MBOX as a Music Source............................................................12
Adjusting Volumes for Music Pass-Through ................................................12
CHAPTER 4. TROUBLESHOOTING ............................................................................14
Testing Audio Output.......................................................................................14
Debugging an Analog Phone Line...................................................................14
Debugging a Network Connection...................................................................15
CHAPTER 5. WARRANTY AND SPECIFICATIONS ........................................................15
Limited Warranty .............................................................................................15
What Is Covered? ........................................................................................15
What Is Not Covered? .................................................................................15
What Will Trusonic Do? ...............................................................................15

3
 Return Procedure ........................................................................................15
Restrictions ..................................................................................................16
Non-warranty Replacement .........................................................................16
Notice and Change ......................................................................................16
Compliance Information: FCC Part 15 Regulations........................................16
Industry Canada ..............................................................................................16
Canadian Equipment Limitations.....................................................................17
Safety Information ...........................................................................................18
Warning, Cautions, and Notes .....................................................................18
Precautions..................................................................................................18
CHAPTER 6: UPDATING CONNECTION SETTINGS ......................................................19
Changing Dial-Up ISP Information ..................................................................19
Changing the ISP Telephone Numbers .......................................................19
Changing ISP Username and Password .....................................................19
Testing New ISP Settings ............................................................................19
Changing the Default DNS IP..........................................................................20
Changing the Default DNS IP ......................................................................20
Testing New DNS IP Settings ......................................................................20
FIGURE 2: MAIN MENU ..........................................................................................21
FIGURE 3: ADMIN MENU ........................................................................................22
APPENDIX A: MBOX DIAGNOSTIC GLOSSARY ........................................................23
APPENDIX B: SETTINGS AND REBOOT REQUIREMENTS ............................................29
APPENDIX C: ADVANCED NETWORK DIAGNOSTICS ..................................................30
Network Configuration Required by the MBOX ...............................................30
Document the Network Configuration of the MBOX ........................................31
Test the MBOX................................................................................................33
Network Diagnosis Using a PC .......................................................................34
Common Problems..........................................................................................35
Engaging Trusonic to Aid in Network Diagnosis..............................................36

4

Chapter 1. Getting Started
Welcome!
Thank you for purchasing the Trusonic
MBOX. Before operating the player, please
read this manual thoroughly and retain it for
future reference.
Using This Guide
Instructions in this guide describe
installation, configuration, troubleshooting,
specifications, and compliance information
for your MBOX.
The icons used in this manual are described
below:
Icon Meaning
Warnings: Advise readers of
something that could cause
them physical harm.
Cautions: Caution readers
against anything that may
damage equipment.
Notes: Point out something of
special interest or importance
to the reader. Failure to read
the note will not result in
physical harm to the reader,
equipment, or data.
Courier font represents messages
shown on the LCD display of your MBOX.
Words in italics represent actions you
should take
Understanding the Basics
Your Trusonic MBOX is a hardware and
service offering. The hardware consists of
an MBOX player that should be installed at
the on-premises location. The service is an
Internet-based music and scheduling
delivery system.
Install your MBOX with access to either a
telephone line or an Ethernet connection so
that it can access the Internet-based portion
of the product offering. The MBOX
supports both dialup and Ethernet-based
Internet access.
Once installed, the MBOX will dial up or
connect via the Ethernet at a specified time
or interval to receive programming
instructions, return play information, and
retrieve new audio content if necessary. In
general, connection times take less than 1
minute, but can be longer than an hour,
depending on the amount of audio content to
be updated.
Cables and Accessories
Included with the MBOX are the following
cables and accessories:
3 foot RCA audio cable with dual RCA
plugs
6 foot USA power cable
6 foot 12 volt power supply
25 foot telephone line
Telephone line splitter
The contents of the shipment may differ
depending on your country and products
purchased.
Power Connection
Power should not be applied to the player
until after you have completed the service
connection in Chapter 2. Connecting the
Service.
Trusonic recommends that the MBOX be
plugged into a power-conditioned outlet,
preferably connected to an uninterruptible
power supply (UPS) unit.
The MBOX is a 24/7/365 device and has no
external power switch. Once it is plugged in,
it should be left plugged in at all times.
Determining Your Service
Connection
The MBOX will connect to the Trusonic
Internet service via a dialup Internet
connection to a local Internet Service
5
Provider or via Ethernet through a
broadband Internet connection.
If your location will be using a dialup
connection, go to “Installing on a Dialup
Connection” on page 8.
If your location will be using an Ethernet
connection, go to “ Installing on an
Ethernet Connection” on page 8.
Administration Menu
The MBOX comes equipped with a built-in
administration menu system which can be
used to change configuration values set on
the player. There are three levels of the
Administration Menu.
Main Menu: This portion of the menu does
not require a password to access. From this
menu, you will be able to reset the player,
turn the internal speaker on and off, view
settings, and log into the "Admin Menu"
Admin Menu: In this section, you will be
able to modify values such as volume
levels, call settings, and network settings.
Advanced Menu: In this section, you will
be able to make more advanced
configuration changes. Trusonic does not
recommend making any modifications in
this section unless instructed to do so by
your authorized reseller or a Trusonic
representative.
Getting to Know the MBOX
Menu
The menu navigation system allows you to
change configuration values on the MBOX.
To navigate through the menus, you will use
the four directional arrows, one OK button,
and one Cancel button (as shown below).
The up, down, left, and right arrows are used
to navigate through the menu and enter
numbers and letters. In the menu, you will
6
see the following characters after the menu
entry on the top row of the LCD:
save changes: Menu entries
ending with a colon are
actions. Pressing the OK
button two times will
perform the action listed.
ISP Phone 1= Menu entries
ending with an equal sign
are text entry sections.
ISP Phone 1? Menu entries
ending with a question mark
indicate text entry mode.
Monitor > Menu entries ending with an
arrow have a sub-menu.
Pressing OK or the right
arrow will take you to the
sub-menu.
How to Enter Letters and Digits
Letters, numbers, and other characters can
be entered into the MBOX using the arrow
buttons. When you arrive at a section of the
menu ending with an equal sign, press the
OK button to enter text entry mode.
Text entry mode is denoted by a question
mark after the menu entry and an underscore
under the last character of the value on the
bottom line of the display. Once you have
entered text entry mode, press the Up and
Down arrows to arrive at the desired
character. Once you arrive at the desired
character, press the right arrow to confirm
the first character and move on to the next
character.
If you need to change a value, enter text
entry mode and press the left arrow to delete
the character(s) to the left of the cursor, then
use the Up and Right arrows to enter the
new value.
When the entire value has been entered,
press the OK button to exit text entry mode.
Note:You may press the CANCEL
button at any time while in text entry mode
to revert to the original value.
 Note: After entering the desired
value, you must "save changes" in order to
save the current value to memory. If you do
not save changes, the MBOX will revert to
the original values the next time the player is
reset.

7
 Chapter 2. Connecting the Service
Figure 1: Back Panel
Installing on a Dialup
Connection
Your MBOX automatically connects to
Trusonic’s media servers every night to
download playback schedules and audio files.
For this reason, your Trusonic service
connection must be established and verified to
complete the installation.
Each player shipped to a location in North
America is pre-configured with up to three ISP
telephone numbers that will only work at the
location indicated on the packing slip. A fourth
toll-free number is programmed into the player
to ensure connectivity even when there are no
local numbers.
If your MBOX will be connecting to the
Trusonic media service via dialup Internet
connections, please follow the instructions in
this section. An MBOX can be moved to an
Ethernet connection at any time in the future,
should your location acquire broadband
connectivity.
If you are using your own dial-up ISP, see
“Changing ISP Information” for setup
instructions.
Phone Line
The MBOX has an embedded modem and
requires a standard analog phone line. Many
telephone providers refer to this as a basic
business line (BBL) or 1MB. We do not
recommend using the telephone port of a fax
machine as some fax machines interfere with an
Internet dialup connection. Do not connect the
MBOX to a digital phone port on a digital PBX
phone system. Doing so may permanently
damage your MBOXs modem and will void the
warranty. (For more on the warranty, see
“Limited Warranty” on page 15.) Connections
8
to a simulated analog line from a digital PBX
will result in slower download speeds.
Phone Jack Connection
If the phone jack is located within 25 feet of the
MBOX, you can use the 25-foot phone cord that
is supplied with the MBOX. Plug one end of the
phone cord into the “PHONE LINE” jack on the
back of the MBOX (as shown in Figure 1 on
page 8) and the other end into the analog phone
jack. If two lines need to share the same phone
jack, unplug the existing phone line from the
wall jack, insert the included line splitter, and
then plug the existing phone line and MBOX
phone line into the splitter.
Once the phone line is installed, go to “Powering
Up for the First Time ” on page 11 to complete
the service connection.
Installing on an Ethernet
Connection
If your MBOX will connect to the Trusonic
media services via the Ethernet, follow the
instructions in this section.
The MBOX can use static or dynamic Internet
Protocol (IP) addressing schemes. (See
“Dynamic or Static IP Addressing” on page 9
for more information.) The MBOX is set up for
plug-and-play operation on a network with
Dynamic Host Control Protocol (DHCP)
servers. Such servers are standard on many
broadband network routers from companies such
as Linksys, Netgear, and D-Link.
Ethernet Cable
An Ethernet cable may or may not have been
provided in your MBOX kit depending on how
your product was ordered. Any category 5
straight-through (not crossover) Ethernet patch
cable will work with the MBOX. Ethernet patch
cables are available in a variety of lengths from
local hardware and computer specialty stores.
Ethernet Connection
Plug in the straight-through Ethernet patch cable
into the “ETHERNET” port on the back of the
MBOX (see Figure 1 on page 8) and connect the
other end to an available Ethernet jack on your
router or hub.
The MBOX retrieves updates and audio files by
using HTTP over port 80. All audio file URLs
are encrypted.
Dynamic or Static IP Addressing
If your network offers dynamic IP addressing
via a DHCP server, no more configuration is
required. The DHCP setup is recommended by
Trusonic as the preferred network configuration.
Setting Up a DHCP Network
On a DHCP network, the domain name server
(DNS) should be automatically set as part of the
address assignment exchange. If the DHCP
network does not hand out a DNS IP address,
206.173.28.10 will be used as a default. If this
default DNS is not suitable, you may switch to
another DNS in the Setup menu of your MBOX.
(See Changing the Default DNS IP on page 20.)
The MBOX is 'plug-and-play' ready for a DHCP
network. The local DHCP server will assign the
proper IP address, network address, subnet mask
and gateway to the MBOX.
To set up for a DHCP network
Run a live Ethernet cable to the ETHERNET
port on the back of the MBOX (see, “Figure 1”
on page 8).
Once the Ethernet cable is connected, go to
Powering Up for the First Time on page 11 to
complete the service connection.
Setting Up a Static IP Address
If your network is set up for Static
addressing, you should first obtain the
following information from your network
administrator:
Static IP address
Subnet Mask
Gateway
Applying Static Network Settings
Power on the MBOX. See Powering Up for the
First Time on page 11
Navigate to Network Config in the Admin Menu
as described in Figure 3: Admin Menu on
page 22.
Press the right arrow to DHCP
Press the OK button
Press the right arrow to change enabled to
disabled
Press the down arrow to IP Address
Enter in the Static IP Address (e.g.
192.168.0.100)
Press the down arrow to Subnet Mask
Enter the Subnet Mask (e.g. 255.255.255.0)
Press the down arrow to Gateway
Enter the Gateway (e.g. 192.168.0.1)
Press down arrow until you see Save Changes
and press OK twice
Note: Failing to save changes will result
in lost settings!
Note: Network changes to the MBOX do
not take effect until the MBOX is rebooted. You
may reboot from the main menu or by power
cycling the unit.
9
Web Content Filters
If your network is using content filtering
software from companies such as Network
Appliance or WebSense, it must be configured
to allow for the retrieval of URLs ending in
“.ogg” and “.ovu” via HTTP on port 80 from
rcdl.trusonic.com. The MBOX also
communicates via HTTP on port 80 to
mbox2.trusonic.com. Many network filtering
packages exclude files with the extension “.ogg”
and “.ovu” in order to prevent the distribution of
music content.
Amount of Traffic to Expect
The MBOX is programmed to contact
Trusonic’s servers between 10pm and 4am local
time. During the connection, the MBOX will log
in via port 80, transfer its log files and retrieve
new play list information. This exchange usually
takes less than 1 minute at 56k and considerably
less time on an Ethernet connection.
The media files are 64k mono-encoded so a 3
minute long audio file or song is approximately
1.5 megabytes in size. If a new song is added to
a play list, the song will be downloaded upon the
next Nightly connection.
A 3 minute song or 1.5 mb file will take
approximately 6 minutes to retrieve on a dial-up
connection, and about 4 seconds on an Ethernet
connection.
Advanced Network
Configuration
The MBOX can be configured to a specific
download rate so as to not interfere with other
network appliances. An HTTP Proxy can also be
configured on the player, should the need arise.
Setting Download Rate Limits
A download rate limit can be applied to the
10/100 Ethernet connection on the MBOX so as
to not interfere with other network activity. The
download limit can be configured in the
Network section of the Admin menu. All
download rates are in KB/s. The default
download limit of the MBOX is 140 kbytes/sec
(equivalent to a T1).
10
Setting Up an HTTP Proxy
The MBOX can be configured to access the
service portion of your Trusonic subscription
through your corporation’s proxy server. The
MBOX supports basic proxy authentication as
described in RFCs 1945, 2068 and 2617. Both
user-restricted and non user-restricted proxy
settings are supported.
To Apply an HTTP Proxy
Navigate to HTTP Proxy IP in the Network sub-
menu of the Admin Menu
Enter the HTTP Proxy IP (e.g. 192.168.0.200)
Press the down arrow to HTTP Proxy Port
Enter the HTTP Proxy Port (e.g. 3003)
If your proxy does not require a username and
password, skip to Step “Navigate to Save
Changes and press OK twice.” Otherwise:
Press the down arrow to Proxy Username
Enter the Proxy Username
Press the down arrow to Proxy Password
Enter the Proxy Password
Navigate to Save Changes and press OK twice
Note: Failing to save changes will result
in lost settings!
Testing New Proxy Settings
After making any changes to the Proxy Set-
tings, you should test the connection to
ensure proper data entry.
To Test the New Proxy Settings
Navigate to Test Connection
Press the OK button twice
Observe the LCD screen for messages
If you do not see CONNECT: SUCCESS on the
display after a few minutes, check that the
settings are all correct, then consult your
network administrator.
Powering Up for the First Time Failed will be displayed on the LCD. You
should then ensure that all necessary cables are
The MBOX will begin playing its scheduled
music or advertisements within 30 seconds of connected to the MBOX, then see Chapter 3.
applying power. After powering up for the first Setting Up Your Audio on page 12.
time, you should run the Test Connection
command from the Main Menu to ensure proper
connectivity.
Plug in the supplied power cord into an
uninterruptible power supply (UPS) or
protected wall socket, if available.
Plug the other end into the power receptacle of
the MBOX and rotate the power cord
holding clip so that it covers the plug end to
ensure that it does not fall out.
Within 30 seconds, the MBOX will begin to
play its scheduled audio.

Testing the Trusonic Media

Service Connection
Once you have confirmed audio output, and
have connected the MBOX to either a telephone
line or Ethernet cable, you should test whether
the MBOX can successfully connect to Trusonic
servers.
If you are connected on a dialup connection, you
should first run the Test Modem command
from the menu. This test will check the status of
the telephone line connected to the MBOX.
If the modem test has returned a success
message, or if the MBOX is connected to
Ethernet, then you are ready to test the service
connection.
Navigate to Test Connection in the Main Menu
Press the OK button twice to initiate the
connection test.
During the connection attempt, you will see
MBOX SERVER Connecting... on the display
for up to 10 minutes while the MBOX attempts
all possible combinations to connect.
If your MBOX successfully connects to
Trusonic, you will see MBOX SERVER SUCCESS
on the display.
If your MBOX is unsuccessful at connecting to
Trusonic, Mbox Test Error Connect

11

Chapter 3. Setting Up Your
Audio
Connecting Audio Outputs
The MBOX supports a maximum of two output
zones, A and B. Both Music and Ad can be
independently configured on both zones. Please
refer to the Zone information at the top of the
packing slip to determine if your MBOX has
been configured for one or two zones. For
example, if your player has been configured for
the single Zone A, you would connect an RCA
cable from CH-A OUT on the MBOX to the
amplifier.
Adjusting Volume Levels
To adjust the volume levels of the MBOX
Navigate to Zone A or Zone B in the Admin
Menu as described in “Figure 3: Admin
Menu” on page 29.
Navigate to either Music Volume or Ad Volume
Make any necessary adjustments to the volume.
Navigate down to Save Changes and press OK
twice.
After saving changes, the currently playing song
will be cut off and the next song will begin to
play with the new volume applied.
If you are happy with the volume levels on Zone
A, and wish to apply them to Zone B, navigate
to Copy To Zone B= and press OK twice.
Once the levels have been copied, navigate to
Save Changes: and press OK twice.
Using the MBOX as a Music
Pass-through Device
The MBOX may be configured as a Music Pass-
through device or Message Repeater. Music
Pass-through will enable external music sources
to pass through the MBOX, and at a specified
time duck the external music to play an
advertisement from the MBOX. There are two
options for music pass-through:
Using an external music source
This option will enable an external music
source to play through the MBOX and, at a
12
specified time, fade the music down to a set
volume (ducker depth) and play the adver-
tisement or message.
Using the MBOX as a music source
This option will enable the MBOX to feed
its own music output back into the MBOX,
fade the music at a specified time to a set
volume (ducker depth) and play the
advertisement or message.
Using an External Music Source
Any source can be used for the External Music
Source of a Pass-Through setup. For example,
you could use a looping CD, satellite stream, or
other audio source.
Connect an RCA cable from the external music
source to Ch A In on the MBOX,
Run the Ch A Out to the on-premises amplifier.
When an advertisement plays, the external music
source will fade down to the ducker depth. After
the advertisement has finished, the MBOX will
fade the external music source back up to its
normal volume.
Using the MBOX as a Music
Source
The MBOX can feed its own music source from
Channel A output into Channel B input, and at
any specified time the advertisement or message
will play on Channel B output, fading the music
to the ducker depth.
Plug one end of an RCA cable into Ch A Out,
and the other end into Ch B In.
Plug another RCA cable into Ch B Out and
connect it to the on premises amplifier.
The music from Zone A will play through Zone
B, and at a given time, Zone B will fade to the
ducker depth. After the advertisement is
finished, the MBOX will fade the music back to
its normal volume.
Adjusting Volumes for Music
Pass-Through
In order for Music Pass-Through to function
correctly, adjustments must be made to the
Ducker Depth, Fade, and Input Volumes.
A Ducker Depth of 0 will result in a music level
of 0 when an advertisement plays. Should you
wish to have light music in the background
while an advertisement plays, the Ducker Depth
should be set to any value other than 0.
A Fade time of 0 will result in a 0 second fade at
the end of the song and the beginning of an
advertisement. Trusonic recommends a fade of
100 for a 1 second fade between the song and
ad.
Input Volume controls the volume of music
input from Zone A. Trusonic recommends a
default value of 70.
To adjust the volume levels for Music
Pass-Through
Navigate to Zone A or Zone B in the Admin
Menu. See “Figure 2” on page 21 for a full
description of the Administration Menu.
Navigate to Ducker Depth, Fade Time, or Input
Volume and make any necessary
adjustments.
Navigate to Save Changes and press OK twice.
After saving changes, the currently playing song
will stop playing, and the next song will begin to
play with the new volume applied.
If you have the desired volume levels on Zone
A, and wish to apply the same settings to Zone
B, navigate to Copy To Zone B= and press
OK twice. Once the levels have been copied,
navigate to Save Changes: and press OK
twice.

13

Chapter 4. Troubleshooting
Trusonic is dedicated to providing you with
quality support and customer service. When you
have a question:
Use this chapter and refer to the diagnostic
message described in Appendix A:
MBOX Diagnostic Glossary starting on
page 29.
Contact your reseller support department to
get help from someone local.
Call Customer Service. After checking this
troubleshooting chapter and contacting
your reseller, call Trusonic Customer
Service at 877-696-7323.
Testing Audio Output
Your MBOX comes equipped with an internal
monitor speaker for testing audio output without
having to connect RCA cables to the MBOX.
How to monitor the output of Channel A or
Channel B while a song title is displayed
on the LCD screen:
Press the down arrow on the front panel to
Monitor and then press the Right arrow.
Navigate to Listen to Ch A: (or B) and press OK
twice. If you hear output from the internal
speaker, there will be output at the
appropriate RCA jack.
If you determine that the unit has no output,
contact your distributor to see if there is a
schedule problem.
Once you are finished with the speaker monitor
function, press the down arrow to Mute
Speaker and hit the OK button twice.
Debugging an Analog Phone
Line
If the Test Connection command has
returned MBOX TEST ERROR: CONNECT
FAILED, try the following troubleshooting steps.
Test Modem
The MBOX contains a built-in Modem Test
program. With the phone line connected,
14
navigate to Test Modem in the Main Menu, and
press OK twice to initiate the test.
The music schedule will be briefly interrupted
during the modem test, and any modem tones
will be audible via the internal speaker.
The modem test executes the following steps:
The display will show Preparing to test modem
The music schedule will be interrupted as the
MBOX will turn off the audio output to the
RCA leads.
The display will show Modem: OK if the
modem hardware diagnostics are successful.
The internal speaker will be turned on and you
will hear a dial tone or other telephone line
signal.
Upon full test success, the display will show
Phone line tests good
If the modem test is not successful, please
review the following displayed error conditions
and recommended actions prior to contacting
Customer Service.
Error: Phone line not detected -
Check the phone line
connection to the MBOX and
ensure that it is plugged into the
port marked Phone line and that
it is connected to the telephone
jack on the wall and retest. You
may also want to test the phone
line with a regular telephone.
Error: Phone line in use - Some other
device is connected to and
actively using the phone line.
Wait until the line is no longer
in use and retest.
Error: Busy tone on phone line - A
fast-busy signal has been
detected by the modem. Such
signals occur when another
telephone is connected to the
same line and has remained off-
hook without a connected call
for a long period of time.
Recheck the phone line and
devices sharing that phone line
and retest.
To view and test current ISP telephone
numbers
Navigate to View Settings in the Main Menu
Press the right arrow once
Press the down arrow to ispphone1
From another telephone located in the
installation location, dial ispphone1
Repeat for ispphone2, 3, and 4
Debugging a Network
Connection
The Trusonic MBOX is designed to work in
several different network configurations. By
default, the MBOX is setup so that it can acquire
network information via your DHCP server.
Optionally, the MBOX can be ordered with
static IP information.
Given that network configurations are highly
variable, please see Appendix C: Advanced
Network Diagnostics starting on page 30 of
this document.
Chapter 5. Warranty and
Specifications
Limited Warranty
Products included are the MBOX and the
associated power cable and transformer.
On the first product shipment, the Model 3
product will have a two (2) year replacement
warranty from the date of shipment.
On replacement products shipped from
Trusonic, the warranty period is the remainder
of the original warranty or 90 days, whichever is
longer.
What Is Covered?
This limited warranty covers defects in materials
and workmanship when installed in accordance
with this manual.
What Is Not Covered?
This limited warranty does not cover:
Software, including, but not limited to, the
Trusonic Client Online Account (COA) and
Value Added Reseller (VAR) hosted
applications.
Products damaged as a result of not being
returned to Trusonic in their original or
equivalent packaging
Tampering or removal of the warranty seal
Problems that result from:
External causes such as accident, abuse,
misuse, or problems with electrical power,
including brown-outs and lightning strikes
Servicing not authorized by Trusonic
Usage that is not in accordance with the
product instructions
Problems caused by using accessories, parts, or
components not supplied by Trusonic
Products with missing or altered tags or serial
numbers
Products that fail to communicate with
Trusonic's central servers due to installation,
on-site data networking, or telephone issues
Songs not downloaded correctly or otherwise
not playing as expected.
What Will Trusonic Do?
During the warranty period, Trusonic will
replace the product with a comparable product
that is new or refurbished. The replacement
product will come with a 90-day warranty that
runs concurrently with any other warranties.
Return Procedure
Contact our Customer Service department toll
free at 877-696-7323 and have your product
serial number(s) and location information
available.
The Customer Service representative will issue
you a Return Materials Authorization number
(RMA#), which will be used to track your
warranty transaction.
Trusonic will ship a replacement system with a
prepaid return label on the next available
shipping day. Trusonic will bill the outbound
shipping costs to your account.
15
Upon receipt of the replacement product return
the defective product in the same shipping
container using the prepaid return label.
If we determine that the problem is not covered
under this warranty, we will attempt to refurbish
and repair the returned system and charge time
and material costs to your account.
If the unit is damaged outside of this warranty
the full current price of the MBOX will be
charged to your account.
Restrictions
All returns must be postmarked within 30 days
of receiving the replacement system or your
account will be charged the full current price of
the replacement system.
Shipping charges associated with the return
process are not refundable.
Returned items must include the MBOX and any
other items specified in the RMA. Do not return
the audio cables, manuals, and other accessory
items unless requested by your service provider.
If the external case on the product is opened,
modified, or damaged, this product warranty
becomes null and void.
Only customers in good standing with the
Trusonic finance department are eligible for this
warranty program.
Non-warranty Replacement
Non-warranty returns can be repaired or
replaced at Trusonic's option, at a fixed cost to
the customer. All non-warranty
repairs/replacements carry a 90-day from the
date of shipment, parts and labor warranty.
Notice and Change
Service and warranty terms and conditions,
including out-of-warranty pricing, are subject to
change without notice.
Compliance Information:
FCC Part 15 Regulations
This equipment has been tested and found to
comply with the limits for a Class A digital
device, pursuant to Part 15 of the FCC Rules.
16
These limits are designed to provide reasonable
protection against harmful interference when the
equipment is operated in a commercial
environment. This equipment generates, uses,
and can radiate radio frequency energy and, if
not installed and used in accordance with the
instruction manual, may cause harmful
interference to radio communications. Operation
of this equipment in a residential area is likely to
cause harmful interference in which case the
user will be required to correct the interference
at the users own expense.
This device complies with Part 15 of the FCC
rules. Operation of this device is subject to the
following conditions:
(1) This device may not cause harmful
interference.
(2) this device must accept any interference that
may cause undesired operation.
Warning: Changes or modifications to this
unit not expressly approved by the party responsible
for compliance could void the user's authority to
operate the equipment.
Industry Canada
This Class A digital apparatus meets all
requirements of the Canadian Interference-
Causing Equipment Regulations.
Cet appareil numérique de la classe A respecte
toutes les exigences du Reglement Canadien sur
le materiel brouilleur.
FCC Part 68 regulations require that the
following information be provided to the
customer:
Product: Xecom
Model: XE5690H
FCC Registration Number:
DWEMM00BXE5690H
This equipment complies with Part 68 of the
FCC rules.
A label on the side or bottom of this
equipment contains, among other infor-
mation, the FCC Registration Number and
Ringer Equivalence Number (REN), if
applicable, for this equipment.
 If required, this information must be given
to the telephone company.
An FCC-compliant telephone cord and modular
plug is provided with this equipment.
This equipment is designed to be connected
to the telephone network or premises
wiring using a compatible modular jack
that is Part 68-compliant.
See installation instructions for details.
If your telephone equipment causes harm to the
telephone network, the telephone company
may discontinue your service temporarily.
If possible they will notify you in advance.
If advance notice isn't practical, you will
be notified as soon as possible. You will
then be advised of your right to file a
complaint with the FCC.
Your telephone company may make changes in
its facilities, equipment, operations, or
procedures that could affect the proper
operation of your equipment. If they do, you
will be given advance notice to give you an
opportunity to maintain an uninterrupted
service.
If you experience trouble with this equipment,
please contact Trusonic for repair/warranty
information. The telephone company may
ask you to disconnect this equipment from
the network until the problem has been
corrected or until you are sure the equipment
is not malfunctioning.
This unit contains no user-serviceable parts.
The FCC recommends that the AC outlet for
equipment requiring AC power is provided
with an AC surge arrestor.
The REN is used to determine the quantity of
devices that may connected to the telephone
line. Excessive RENs on the telephone line
may result in the devices not ringing in
response to an incoming call. In most, but
not all areas, the sum of RENs should not
exceed five (5.0). To be certain of the
number of devices that may be connected to
a line, as determined by the total RENs,
contact your local telephone company.
The following information may be required
when applying to your local telephone
company for leased-line facilities:
Service Type REN USOC
Analog 0.1B RJ-11C
Canadian Equipment Limitations
Note: The Industry Canada Certification
label identifies certified equipment. This
certification means that the equipment meets
certain telecommunications network protective,
operational, and safety requirements. The
Department of Commerce does not guarantee
that the equipment will operate to the user's
satisfaction.
Before installing this equipment, users should
ensure that it is permissible to be connected to
the facilities of the local telecommunications
company. The equipment must also be installed
using an acceptable method of connection. In
some cases, the company's inside wiring
associated with a single-line individual service
may be extended by means of a certified
connector assembly (telephone extension cord).
The customer should be aware that compliance
with the above conditions may not prevent
degradation of service in some situations.
Repairs to certified equipment should be made
by an authorized Canadian maintenance facility
designated by the supplier. Any repairs or
alterations made by the user to this equipment or
equipment malfunctions, may give the
telecommunications company cause to request
that the user disconnect the equipment.
Warning: Users should ensure for their
own protection that the electrical ground
connections of the power utility, telephone lines,
and internal metallic water pipe system, if
present, are connected together. This precaution
may be particularly important in rural areas.
The load number (LN) assigned to each terminal
device denotes the percentage of the total load to
be connected to a telephone loop that is used by
the device to prevent overloading. The
termination on a loop may consist of any
combination of devices subject only to the
17
equipment that the total of the LNs of all devices room, moisture may condense inside the
does not exceed 100. player. Should this occur, the player may not
operate correctly. In this case, leave the
The REN assigned to each terminal adaptor is
player turned off for about half an hour until
used to determine the total number of devices
the moisture evaporates.
that may be connected to each circuit. The sum
of the RENs from all devices in the circuit On adjusting volume
should not exceed 5.0. Do not turn up the volume when listening to a
section with very low level inputs or no
Safety Information audio signals. If you do, the speakers may be
damaged when a peak-level section is
Warning, Cautions, and Notes played.
Warning: To prevent fire or shock hazard, On cleaning
do not expose the unit to rain or moisture. Clean the cabinet, panel, and controls with a soft
To avoid electrical shock, do not open the cloth slightly moistened with a mild
cabinet. Refer servicing to qualified personnel only. detergent solution. Do not use any type of
Caution: Any change or modifications abrasive pad, scouring powder, or solvent
not expressly approved in this manual such as alcohol or benzene.
could void your authority to operate If you have any questions or problems
this equipment. concerning your player, please consult your
Trusonic representative at 1.877.696.7323.
Precautions
On safety
To prevent fire or shock hazard, do not place
objects filled with liquids, such as vases, on
the apparatus.
Should any solid object or liquid fall into the
cabinet, unplug the MBOX and have it
checked by qualified personnel before
operating it any further.
On placement
Place the MBOX in a location with adequate
ventilation to prevent heat build-up in the
player.
Do not place the player on a soft surface such a
rug that might block the ventilation holes.
Do not place the player in a location near heat
sources, or in a place subject to direct
sunlight, excessive dust, or mechanical
shock.
On temperature
Allow the box to come to ambient temperature
(between 50 and 120 degrees Fahrenheit)
before plugging into an outlet.
On operation
If the player is brought directly from a cold to a
warm location, or is placed in a very damp

18
Chapter 6: Updating
Connection Settings
Changing Dial-Up ISP
Information
Your MBOX is shipped with a default dial-up
ISP user name, password, and local ISP
telephone number that will only work from the
location indicated during the order process. The
default ISP information should not be changed
unless:
You are supplying your own dial-up ISP.
You are instructed to do so by a Trusonic
representative.
Changing the ISP Telephone
Numbers
Your MBOX can be programmed with up to
four dial-up ISP telephone numbers. By default,
your MBOX contains up to three local ISP
telephone numbers with the fourth number being
a toll-free backup telephone number.
To change an ISP telephone number:
Navigate to the Modem Config section of the
Admin Menu (See “Figure 3: Admin Menu”
on page 22).
Press the right arrow to Dialout Prefix
If your location requires a dial out prefix
such as a 9, enter that here.
Press the down arrow to ISP Phone 1
This is the first ISP number your MBOX
will attempt to dial.
Make any necessary adjustments to ISP
Phone 1
Repeat for ISP Phone 2, and ISP
Phone 3 if necessary
Press the down arrow to Dialout Suffix
If your location requires a dial out security
suffix such as 200, enter that here.
Navigate to Save Changes and press the OK
button twice
Note: Failing to save changes will
result in lost settings!
Changing ISP Username and
Password
The default ISP username and password will
only work with the Trusonic provided dial-up
ISP. If you are providing your own dial-up ISP,
the username and password should be changed.
To change the ISP Username and
Password
Navigate to Modem Setup in the Admin Menu
Navigate to ISP Username
Make any necessary adjustments to the ISP
Username
Navigate to ISP Password
Make any necessary adjustments to the ISP
Password
Navigate to Save Changes and press the
OK button twice
Note: Failing to save changes will result in lost
settings!
Testing New ISP Settings
After making any changes to the ISP
information, you should test the
connection to ensure proper data entry.
To test the new ISP settings
Navigate to Test Connection
Press the OK button twice
Observe the LCD screen for messages
If you do not see CONNECT: SUCCESS on the
display after a few minutes, check that the set-
tings are all correct, then consult your dial-up
ISP provider.
19
Changing the Default DNS IP
Your MBOX is shipped with a default DNS IP
address of 206.173.28.10 which will only
resolve domain names within the Trusonic net-
work.

Changing the Default DNS IP

The default DNS IP should not be modified
unless:
You are instructed to do so by a Trusonic
representative.
The default DNS IP is not suitable for your
network.
To change the default DNS IP
Navigate to DNS IP in the Advanced Menu (See
“Figure 3: Admin Menu” on page 22).
Make any necessary adjustments to the DNS IP
Navigate to Save Changes and press OK
twice

Note: Failing to save changes will result

in lost settings!

Testing New DNS IP Settings

After making any changes to the DNS IP Set-
tings, you should test the connection to ensure
proper data entry.

To test the new DNS IP settings

Navigate to Test Connection
Press the OK button twice
Observe the LCD screen for messages

If you do not see CONNECT: SUCCESS on the

display after a few minutes, check that the
settings are all correct, then consult your
network administrator

20
Figure 2: Main Menu

21
Figure 3: Admin Menu
Admin Menu Zone A/B Menu
Zone A/B-> A/B Music Volume=
100

Modem Config Menu A/B Ad Volume=

Modem Config-> Dialout Prefix= 100

Network Config Menu A/B Ducker Depth=

ISP Phone 1= 0
Network Config-> DHCP=
5550155
enabled

A/B Fade [.01s]

ISP Phone 2= 0
IP Address=
5550111
Advanced Config=

Copy To Zone A/B=

ISP Phone 3=
Subnet Mask=
5550100

Save Changes:
Save Changes:
ISP Phone 4=
Gateway=
18884136429

Exit Submenu= Exit Submenu=

Dialout Suffix=
Download Limit=

Password protected ISP Username=

HTTP Proxy IP=
Advanced Config menu. mp3i/00001

Timezone=
ISP Password=
PST8PDT7,M4.1... HTTP Proxy Port=
1234567

DNS IP=
Save Changes:
206.173.28.10 Proxy Username=

Save Changes:
Exit Submenu:
Proxy Password=

Exit Submenu=
Save Changes:

Exit Submenu:

22
Appendix A: MBOX Diagnostic Glossary
Diagnostic Message Description
############ This indicates a startup failure related to power or a temporary inability
(black squares across to read the flash memory device.
the display) • Check the power connections to the unit. Plug the unit into a
different power outlet.
• Run the “Test Flash” from the front menu if possible.
Contact Trusonic customer service if this problem persists.
Audio This is a minor, infrequent message and is only displayed on power up.
Reconfig...Please
wait... Possible causes and solutions:
1. This is caused when the audio sub-system in the MBOX is not
ready for operation at the same time the rest of the system is
ready. The MBOX will re-initialize itself one or more times to
resolve the issue.

Call failed The MBOX was unable to make a successful connection to the Internet
Service Provider's number that is programmed into the MBOX:

Possible causes and solutions:

1. The phone line does not have dial tone or someone else is
currently using the phone.
• Get another telephone and verify that dial tone is present and
that the line is not busy.
2. The ISP number is not entered into the MBOX correctly.
• Verify and correct if necessary. Dial the ISP number from a
telephone on the premises and verify that modem tones are
heard on the call.
3. The retailer requires a “9” or other prefix number to be specified
prior to dialing an outside line. This is not normally a problem
for the Model 2 MBOX, as it will automatically insert a “9” and
then an “8” instead as it retries the telephone number.
Call Successful The MBOX completed all connection tasks as expected.
Changes The MBOX is applying any and all changes that were downloaded
during this nightly transaction.
Connect: Success The MBOX has successfully completed a round-trip connection test to
the Trusonic service.
Connected The MBOX has successfully resolved the hostname mbox2.trusonic.com
via DNS
Connecting... The MBOX is attempting to establish a connection to the Trusonic
service to perform a round-trip connection test.

23
Diagnostic Message Description
Download Error The MBOX is unable to establish a connection to the Trusonic service
Connect Failed through the network or dial-up.

Possible cause and solutions:

1. The telephone line or Ethernet cable is not plugged in.
2. The MBOX has not received an IP address from the network
DHCP server
• Check “View Settings” to see if an IP address is
populated
3. The telephone line has no dial-tone
• Run “Test Modem” from the menu
4. The PBX requires a digit other than 9 or 8 to reach an outside
line
• Check with a manager to find out the correct dial-out
sequence
Download error The MBOX attempts to build a manifest (inventory list) of all content
Manifest failed stored on the flash drive. The MBOX will retry this operation ten (10)
times before failing with this error message.
• Contact Trusonic customer service for further support on
this issue. There is no end-user solution available.
Download failed The MBOX was unable to successfully run the update scripts that
download music and ad schedules as well as media.

Possible causes and solutions:

1. If this MBOX is on a dialup connection using Trusonic’s ISP
service, the unit may have run out of ISP time.
• Contact your reseller who will contact Trusonic and ask for
additional dialup time.
2. If this MBOX is on a network connection, there is likely a router
or firewall that is blocking MBOX related traffic.
• Check with the local network or systems administrator.

24
Diagnostic Message Description
Download Failed This error indicates that the MBOX could not resolve the host name
No SessionID mbox2.trusonic.com. The DNS lookup of the hostname
mbox2.trusonic.com does not return an IP address.

Possible causes and solutions:

1. If the MBOX is on a telephone line, the client also has a network
cable plugged in.
• Unplug the network cable and try again. In a dialup
situation, the MBOX uses the IP address 206.173.28.10 for
DNS resolution.
2. If the MBOX is on a network:
a. Check the DNS IP address on the MBOX and using
another computer do a hostname lookup using that DNS
IP address. For example in a DOS window “nslookup
mbox2.trusonic.com 192.168.1.1”, where
192.168.1.1 is the IP address of the DNS server. The
results should look like this:

Server: hostname.clientsdomain.com
Address: 192.168.1.1

Name: mbox2.trusonic.com
Addresses: 206.173.28.19

b. Execute a DNS lookup of mbox2.trusonic.com using

Trusonic’s primary name server. For example
“nslookup mbox2.trusonic.com
206.173.28.10”, which should return

Server: sdns01.trusonic.com
Address: 206.173.28.10

Name: mbox2.trusonic.com
Addresses: 206.173.28.19

c. Check the HTTP proxy settings for the proxy IP

address, port, username and password. If the unit is not
behind a proxy, or if you are working on a Model 1
MBOX, this diagnostic does not apply.
Download Ran The MBOX has successfully performed all necessary steps for a
Successfully successful connection.

25
Diagnostic Message Description
Downloading Model 1 MBOXes:
1. The MBOX has a static IP address assigned and is attempting to
contact the Trusonic service using the static information

2. The MBOX has detected a DHCP network connection and is

attempting to contact the Trusonic service

3. The MBOX has successfully established a dial-up connection

and is attempting to contact the Trusonic service

Model 2 MBOXs:
The MBOX has successfully reached Trusonic servers and is beginning
the download process.
Error# #### If a “Test Connection” is started but doesn't finish for any reason
that error will be printed.
The format of the error is ERROR# ##### where # is the session id of
the session. A “Test Connection” performs a number of round-
trip verification tests. One of these downloads a small audio file and
compares the download checksum to the verified checksum. A
checksum mismatch will generate this error message.

Possible causes and solutions:

1. If the message “connected” was displayed prior to this
message and the MBOX is on a network, the MBOX was likely
able to perform DNS resolution, but was not able to connect to
port 80 on Trusonic’s servers.
• Verify that network connections can be initiated through
port 80 on this network and then retry the “Test
Connection”. You can verify port 80 connectivity by
entering the following command in either a DOS or Unix
shell window “telnet mbox2.trusonic.com 80.”
If the telnet connection is successful, then the MBOX should
connect successfully as well.
2. The connection was initiated, but did not complete all of the
necessary steps in the test. This can be caused by a physical
interruption of the test such as the removal of a data cable or
other phone or Internet outage.
• Try the “Test Connection” command again.
3. Something in the network does not allow files with an extension
of “.ogg” or “.ovu” to traverse the client’s network. Ask the
client if they have a “transparent proxy” or “WebSense Content
Filter”. These types of proxy filters can be setup to block media.
In Websense, the content filter category is “Entertainment.”
• Ask the network/firewall administrator if such rules exist
and ask them to insert exception rules for Trusonic’s IP
address and the MBOX’s.

26
Diagnostic Message Description
Expired Key, Run As of flash revision v1.0.42 in the Model III MBOX, this message is
Test Connection presented on the front panel display when the internal license key has
expired and music will not play. Running a Test Connection from the
front panel will renew your license key.
Hangup The MBOX is hanging up the dialup connection.
MBOX Test Error, The MBOX failed to connect to the Trusonic service to perform a round-
Connect Failed trip connection test.

Possible cause and solutions:

1. The telephone line or Ethernet cable is not plugged in.
2. The MBOX has not received an IP address from the network
DHCP server
• Check “View Settings” to see if an IP address is
populated
3. The telephone line has no dial-tone
• Run “Test Modem” from the menu
4. The PBX requires a digit other than 9 or 8 to reach an outside
line
• Check with a manager to find out the correct dial-out
sequence
Network The MBOX has detected a LAN connection and will try to use the
network to connect to Trusonic’s servers.
Postupdate This is a message that is displayed during a Nightly transaction and
generally only if specific post connection updates have been requested
by you or your client through Trusonic’s support services. Postupdate
will run various scripts and commands that can be customized only by
Trusonic.
Preparing Call The MBOX is examining the stored content on the flash drive in
preparation to connect and request any media that is not already present.

27
Diagnostic Message Description
Proxy Failed This message is displayed when an MBOX that has been configured
with a Proxy IP address and Proxy Port and the MBOX is unable to
establish a connection to the IP address and port specified in those
configurations.

Possible causes and solutions:

1. The Proxy IP address is incorrect.
• Verify and correct if necessary.
2. The Proxy Port number is incorrect.
• Verify and correct if necessary.
3. The Proxy Username and Password are incorrect. Not all proxy
servers require a username and password. Check with the
network administrator for your client.
• Verify and correct if necessary.
4. The Proxy server requires Microsoft Windows NT
Challenge/Response (NTLM) authentication which the MBOX
does not support. Microsoft Proxy Server 2.0 supports Basic,
Anonymous and NTLM authentication as documented in the MS
Knowledge base at http://support.microsoft.com/kb/q198116/
• Ask the network administrator if they can setup an
alternative proxy port which only requires “Basic” or
“Anonymous” authentication. Change the MBOX to use that
port and try again.
5. Check the gateway and other IP addresses through “View
Settings” to insure that they match the network on which the
MBOX is connected.
Setting date The MBOX is verifying and resetting the operating system and hardware
clock to Trusonic’s servers. Trusonic’s servers are synchronized with
time servers on the Internet. This clock synchronization is done on every
connection in order to minimize clock drift that is present in any
computer system.
Start music This is the last thing that the connection routines perform. This restarts
the sub-system that plays music and ad events scheduled.
Updates The MBOX is applying any updates targeted for this MBOX.

28
Appendix B: Settings and Reboot Requirements
The following table contains the parameters on the MBOX that, when changed may
require a reboot to become effective. A reboot is preferably performed by executing the
Reboot command in the main menu, see page 21, from the front panel of the MBOX.
Remote reboots are not supported.

Parameter Reboot required? Menu Location

DHCP enabled or disabled Yes Network Config
IP Address Yes Network Config
Subnet Mask Yes Network Config
Gateway Yes Network Config
Download Limit No Network Config
HTTP Proxy IP No Network Config
HTTP Proxy Port No Network Config
Proxy Username No Network Config
Proxy Password No Network Config
ISP Phone numbers No Modem Config
Dialout suffix No Modem Config
ISP Username No Modem Config
ISP Password No Modem Config
A/B Music Volume No Zone A/B Menu
A/B Ad Volume No Zone A/B Menu
A/B Ducker Depth No Zone A/B Menu
A/B Fade No Zone A/B Menu
Timezone No Advanced Config
DNS IP No Advanced Config

29
Appendix C: Advanced Network Diagnostics
This appendix presents a general outline of how to diagnose and resolve network
connectivity issues related to the Trusonic MBOX on a corporate network. It is not
intended to cover all scenarios and cannot provide detailed diagnosis information on
devices in the Subscriber’s network such as firewalls, proxy filters and virus scanning
hardware not provided by Trusonic.

Network Configuration Required by the MBOX

The MBOX requires the following ports when set on a LAN connection:

Port/Protocol Purpose Remote Destination

80/tcp HTTP PUT outbound and rcdl.trusonic.com
HTTP GET inbound mbox2.trusonic.com
53/tcp/udp DNS sdns01.trusonic.com

Both rcdl.trusonic.com and mbox2.trusonic.com resolve to a viritual IP address on a load

balancer, however, we require that you allow three IP addresses behind the load balancer
for proper long term operation. The three IP addresses are:

206.173.28.17
206.173.28.18
206.173.28.19

You also need to either allow port 53 UDP to host sdns01.trusonic.com (206.173.28.10)
or provide a DNS server of your own that is reachable by the MBOX.

Trusonic may add servers in the future within the same address range. If your firewall
policies allow the use of CIDR addresses, we recommend allowing the entire network
range of 206.172.28/24 for each of the above ports.

If your DHCP server provides a DNS server, the MBOX will use your DNS server rather
than Trusonic’s.

If your MBOX is configured to use a Proxy server, DNS services may not be required or
used by the MBOX.

The MBOX uses HTTP GETs and HTTP PUTs over port 80 to and from Trusonic’s
servers.

30
Document the Network Configuration of the MBOX
The MBOX will either be configured for static or DHCP assigned IP address information.
In either case, using the front menu of the MBOX, review and document the IP address
settings on the MBOX.
• Press the down arrow until you see “View Settings”
• Press the right arrow and you will see “Date: “
• Press the down arrow until you see “netdhcp” which will either be “enabled” if
the MBOX is acquiring an address via DHCP or “disabled” if IP address
information is statically assigned
• Press the down arrow until you see “ipaddress” and write down the IP address
• Press the down arrow until you see “subnetmask” and write down the subnet
mask
• Press the down arrow until you see “gateway” and write down the gateway
address

If possible, connect a PC or other computer to the same VLAN on the switch. If it is a

Windows PC, do the following and write down the results:
• Start -> Run, enter “cmd”, press return which will open a DOS command line
window
• Enter the command “ipconfig /all” and write down the IP address, Subnet
mask and Gateway address.

31
 • Enter the command “nslookup mbox2.trusonic.com” which should return
addresses that look like: 206.173.28.17, 206.173.28.18, 206.173.28.19

Complete this table with the information found in the above steps
Parameter MBOX settings Windows PC (ifconfig /all
output)
Netdhcp setting:
IP Address
Subnet mask
Gateway address
DNS IP 206.173.28.10 (default)

Proxy IP
Proxy Port 8192 (default)

Proxy Username
Proxy Password
Nslookup
mbox2.trusonic.com

Here is an example of typical network configuration information

Parameter MBOX settings Windows PC (ifconfig /all
output)
Netdhcp setting: Disabled
IP Address 192.168.0.120 192.168.0.122
Subnet mask 255.255.255.0 255.255.255.0
Gateway address 192.168.0.1 192.168.0.1
DNS IP 206.173.28.10 (default) 192.168.0.1
Proxy IP
Proxy Port 8192 (default)
Proxy Username
Proxy Password
nslookup 206.173.28.19
mbox2.trusonic.com

If the MBOX is setup for DHCP addressing, it should be plug and play if the Subscribers
network has an accessible DHCP server on the VLAN to which the MBOX is connected.

32
Test the MBOX
Run a “Test Connection” from the MBOX main menu and compare the results to the
following list of commands and possible solutions.
• “Connecting….” and the MBOX hangs
This generally means that DNS resolution is failing. Skip to the next section
where you will be asked to diagnose the network setup with a Windows PC and
DOS command line window.
• “Connected” followed by “Error #####”
This generally means that DNS resolution of mbox2.trusonic.com was successful,
but port 80 is blocked. Skip to the next section where you will be asked to
diagnose the network setup with a Windows PC and DOS command line window.
• “MBOX Test Error, Connect Failed” is an indication that a unit that has
DHCP enabled has not been able to retrieve IP address information from the
Subscriber’s DHCP server. Look in the View Settings portion of the menu to
verify IP address information and verify that a DHCP server is available on the
VLAN to which the MBOX is connected.
o DHCP servers have log files that record requests for IP addresses and
responses. Ask the local network administrator to review the DHCP log
files and see if the DHCP server received a request for address information
from the MBOX and if a response was provided.
o Some DHCP servers are setup to only respond to requests from “known”
hosts on the network. If such restrictions are in place, ask the network
administrator to add the MBOX as a “known” or “trusted” host and then
reboot the MBOX.

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Network Diagnosis Using a PC
While this section documents the diagnosis process using a Windows based PC, similar
diagnostics can be performed on a Macintosh or Unix/Linux/OSX system. The system
that is going to be used for testing should be connected to the same VLAN that the
MBOX is connected to. The network configuration should already be documented in the
table in section 2 of this document.

Open a command line window to execute on the following steps

• Enter the command “nslookup mbox2.trusonic.com” which should return an

addresses that look like: 206.173.28.17, 206.173.28.18 or 206.173.28.19

• Enter the command “nslookup mbox2.trusonic.com ns1.trusonic.com”

which should return an addresses that look like: 206.173.28.17,
206.173.28.18 or 206.173.28.19

• If the prior nslookup commands are successful, enter the command “telnet
mbox2.trusonic.com 80” and note whether the connection was successful or
not. A failed connection will result in a message similar to “Could not open
connection to the host, on port 80: Connect failed”. If this command
is not successful, please review your network topology and hardware
configurations between the MBOX and the Internet and set them to allow traffic
over port 80. A successful connection will simply blank the DOS command
window. To exit the telnet connection type “GET /” and press enter. You’ll get

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 some cryptic HTML output which is exactly what you are supposed to see.

• You may also ping the hosts mbox2.trusonic.com, ns1.trusonic.com and

rcdl.trusonic.com

Common Problems
There are a number of common problems experienced in corporate networks that prevent
successful connections from the MBOX over the corporate network to Trusonic’s servers.
The solution to these problems requires the assistance of someone who understands the
Subscriber’s network and is authorized to make configuration changes.
• Firewalls block inbound and outbound traffic to the general Internet to prevent
employee access while at work. Generally a rule can be added that allows traffic
over port 80 to Trusonic’s servers.
• Network filtering hardware and software such as Websense can block
transmission of “.ogg” or “.ovu” files. The Subscriber’s corporate policies may
not allow the transmission of audio files to and from the corporate network.
Generally a filtering rule can be added that allows such traffic over port 80 to
Trusonic’s servers.
• Caching proxy servers are sometimes installed to accelerate Internet access for the
Subscriber’s employees. These caching servers may not allow or be configured to
allow outbound HTTP PUT connections. Outbound HTTP PUT connections are
required to deliver log files of the MBOX’s activities to Trusonic’s servers for
presentation in reporting and monitoring systems.

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 • Complex network routing and switching with different firewall rules at different
points in the network. Some larger corporations have point to point networking
configurations where all Subscriber locations are connected via Frame Relay or
VPNs to the corporate office. This results in one or more firewall appliances,
routers or devices being in the path between the MBOX and the Internet. To aid in
diagnosis, the Subscriber will need to provide someone who is knowledgeable
about the physical and logical network configuration.

Engaging Trusonic to Aid in Network Diagnosis

Trusonic has a support team that has successfully placed thousands of MBOXs on a
variety of network configurations. That team can be engaged to assist you and your
client. To prepare yourself and your client for your engagement the following activities
are recommended:

• Arrange a meeting time with Trusonic, your Subscriber’s network engineer and a
person who can provide remote hands at the store location.
• Allow approximately 2 hours for the telephone conference
• Complete the information in section 3 of this document to the best of your ability
prior to the call
• Share this document with the Subscriber’s network engineer

During the call, Trusonic will expect to be able to walk through all of the diagnostic steps
outlined in this document in order to resolve the issue. Trusonic reserves the right to
charge an hourly consulting fee for this call.

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