Best Practices

From AVNOC

Best Practices for End Customer Setup

On boarding the end customer is crucial. End customers come in different levels of experience and can be a hindrance when trying to implement AVNOC. Customers are looking to the dealer for taking a role in ensuring a successful monitoring solution.

How to Setup Customer Devices

Most customer devices will require additional setup to secure the installation.

Crestron - SSH to pull log files Polycom - HTTPS or Telnet to retrieve monitoring information Cisco Routers - SSH

All of the authentication can be entered on the Asset here:

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and activate here:

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This is a two part process.

  • Setup the customer device
  • Setup AVNOC


Manage DCHP Reservation System for Asset Management

  • Setup target device for DHCP BOOT, can be endpoints for direct monitoring
  • Put Program On
  • Ask for DHCP Reservation From Customer For target MAC ID and IP Subnet of the RJ45 Jack
  • Update Target Device with Host Name Assigned By Customer
  • Move Target Device to Customer Once Reservation is Complete
  • [| Test Device During Installation]



Obtaining a List of Assets to Monitor

Some customers may already have the needed information available in electronic form.

Customers with lists are the easiest to on board because we can use their data for importing into the asset data base with some modifications to make a correct CSV file.

However, we have found the lists to be out of date and may a general guideline for assets in the building.

The best method for on boarding customers is to perform a site survey, fixing things that need to be fixed along the way. Things like authentication in setting up a secure environment should be fixed during the survey.

During the site survey the asset can be populated for monitoring into the hosting portal.

Site Survey Tools for Network Scanning

Scanning a customers network should be performed with care. The customer may employ intrusion detection and scanning will cause intrusion detection to black list the Agent.

It is safe to scan a private network. If your AV is on a private network say: 192.168.1.XXX, then it is safe to scan the network to obtain the current ip address on the sub net.

Here is a Windows based IP scanner [NMAP IP Address Scanner]. We use the command line version of this by creating a shortcut to cmd in the installation zip folder and setting its properties to start in the same folder. Run nmap to get the options and start scanning.

A sample scan of the 192.168.15 sub net would be nmap -sn 192.168.15.0-255.

This will reveal all ip address that answer for ping. Some of the ip addresses will have net bios names and some will not. This is the down fall of scanning a network, but it is a good starting point. Also, take into consideration that some devices may be DHCP boot and the IP address will not be the same after a power reset.

The information from the scanner can be used to populate Assets.

Fixing Setup During Survey

  • Enable SSH Login for supported devices to retrieve log files. At the time of this writing, Cisco, Polycom (Telnet) Lifesize and Crestron are some of the devices which the log files can be retrieved.
  • Enable SNMP on Crestron in Toolbox and send traps to Agent. Useful for OS related trapping only.
  • Enable SNMP on other devices for Trapping
  • Setup permanent IP address for those devices which are DHCP

Preparing a room for monitoring is a very important step.

In some cases where there was no network connectivity to the corporate LAN, a bridge needs to be made between the private LAN to the corporate LAN.

We suggest using a router to bridge the networks. See [this] for details.

The end customer is looking to the dealer for guidance. Establishing a leading position ensures a successful relationship and add on business in the future.

Most end customers do not understand networking, which is a crucial ingredient for pushing monitoring events to a hosting portal. The hosting portal takes care of ticket management and notification.

Dealers that establish their knowledge in secure networking will be rewarded with continuing business.

Handling Engineering Changes

Once a network has been analyzed and a monitoring plan established, change orders play a big role.

Some changes are transparent such as equipment swap out using the same parameters as original equipment.

Challenging changes are ones where additional equipment is placed in the customers network. This equipment requires on boarding into the hosting portal.

Ip Requests for Agent

We usually operate in an environment where SNMP traps will be sent to the Agent. Using SNMP trapping requires am Agent with a permanent IP address. If this is not the case then the device can be setup with a DHCP boot option.

Customer Firewall Rules

It is VERY important to make sure that the network that the Agent is on can reach the Hosting Portal Port 443 HTTPS. Outbound connections to the hosting portal is all that is required.

Agent Commands

It is recommended to make sure everything is operating as expected during the installation process.

The Agent will contact the Hosting Portal upon power on. This can be verified by logging into the portal and seeing if the last check alive date is recent.

There are some situations that require a forced download and phonehome from the Agent to make sure Crestron, Cisco, etc are communicating with the portal and the local device.

Use putty [Download putty.exe] and run it on your windows desktop.

Putty Tips

Right click the title bar to start another session.

Save your connections for recall.

Change the number of scroll back line

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Change the font size

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Connect to the Agent IP Address and logon.

Force a Download to get current monitoring information

Enter /opt/bin/download PRESS ENTER KEY

Force a Phone Home which does discovery of your Crestron SNMP Devices

Enter /opt/bin/phonehome PRESS ENTER KEY

Once the download and phone home are completed check the hosting portal in about 30 minutes to see if the Crestron devices populated and the log files are retrieved for those assets which can be accessed.


Change IP Address of Agent

Exercise great caution here. If your foul the network setting up, you will need to connect a USB keyboard and HDMI monitor to repair the settings.

Make sure the hosting portal Appliance Setup is changed to match.

Login in using putty and

Type nano /etc/network/interfaces PRESS ENTER

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Edit the settings

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Use the cursor keys to navigate the settings and change the necessary values

Press CTRL-X to exit the editing session

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Enter Y to save the file Press enter

Type service network restart to execute the changes

Log out of Agent then Log in again to work with the Agent on the new IP Address

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After changing the IP address use putty to log in to the new IP address