Technical Support FAQ's
Where do I find the chassis serial number?
- On the chassis serial number tag, located in the following places:
- 250 chassis – viewable when keyboard is opened, format = "250-{number}"
- 400T chassis – underside of the chassis, format = "400T-{number}"
- 1600T chassis – rear panel of the chassis, format = "1600T-{number}"
- X10 chassis – rear panel of the chassis, format = "OPTIXIA-{number}"
- XM2 chassis – rear panel of the chassis, format = "XM2-{number}"
- XM12 chassis - rear panel of the chassis, format = "XM12-{number}"
- On the Windows desktop of the chassis, as the "Chassis Name". This is the Windows Computer Name or Network ID, set to the serial number of the chassis from the factory. This can be changed by the user so it may not be completely reliable.
- On the Windows desktop of the chassis, as the "Password". This is the password for the Ixia account under Windows, as set by the factory.
Where do I find a Load Module's serial number?
Older Load Modules have the serial number on the circuit board itself, following the "S/N" silkscreen marking. The serial number is not programmed into the module so it cannot be read by IxServer.
Stickers with the serial number were later developed and added to the lower card extractor lever on the front of the module, so the serial number can be read without removing the module from the chassis.
Newer Load Modules have the serial number programmed into the module and can be read by IxServer. These serial numbers can be viewed in the IxServer log files that are written to the chassis hard disk.
How do I know what version of IxOS is currently installed on my chassis or client?
- From "Help/About" within any Ixia application
- From the Windows desktop of the chassis, in the lower right corner
- From the "Support Info" link for any Ixia application in Windows Control Panel/Add/Remove Programs
If my chassis appears to have a hardware problem, what information can I provide to Ixia Support?
The main piece of information to provide to Ixia Support is the serial number of the chassis. This is used to validate warranty status. Ixia can’t provide support for hardware that is out of warranty. A description of the problem is needed next, which should narrow the problem down to either a Windows or PC motherboard problem, or a problem with the Ixia Load Module backplane slots. Lastly, you should email a copy of the IxServer log file that includes a startup diagnostic trail. This contains several important pieces of information that can give us a head start in troubleshooting. Any log files with "FAIL" messages should be included as well.
What do I do if my chassis hard disk runs out of space?
- Delete unneeded log files (files with the extension ".log" are text files and can be read by NotePad or WordPad for verification).
- Delete other files or folders that you know are safe to delete
- Delete unneeded installer cache files and folders (see Ixia Hard Disk Cleanup bulletin)
- Repartition the hard disk with Partition Magic (see Ixia Partition Magic bulletin)
If IxServer reports FAIL messages for one of the Load Modules, how can I determine what has failed?
Move the Load Module to another slot or another chassis and see if the problem moves with it. For older chassis (250, 400T, 1600T) you must power down the chassis to safely move a module. Later chassis have hot-swap capability. If the problem moves with the module, then it is bad and needs to be repaired. If the problem is a failure or error message in IxServer, include the IxServer log file in your contact with Ixia Support.
If I suspect that one port on a Load Module is bad, how can I confirm this?
Since all ports on a Load Module are identical, you can run the same configuration on another (known working) port on the same card. If the problem stays with the port, it is bad and the module needs repair.
If my chassis has two AC power receptacles, do I have to use both of them?
Yes, both power cords must be used and connected to a live AC circuit. For systems that are mostly full or full, 230 volts is required so that the current in the power cords is reduced.
Can I load third-party software onto my chassis?
Yes and no. Small applications such as VNC are known to work well on Ixia chassis. Other small applications and utilities should be safe, but should be tested on the chassis while it is running the Ixia applications to verify that there will be no adverse interaction. E-mail, office packages, and other large applications must not be installed on the chassis hard disk. The CPU and RAM resources of the chassis must be available to the Ixia applications on the chassis.
Of particular danger are applications that block communications ports, such as firewalls. Ixia applications use many port numbers and their operation can be adversely affected (and difficult to troubleshoot) if the required ports are blocked.
Is there any kind of periodic maintenance that I should perform on my chassis?
There are two main areas of concern with chassis usage over long periods of time:Hard disk maintenance is discussed elsewhere in this FAQ (see "What do I do if my chassis hard disk runs out of space?", above). Dust in airflow pathways can cause a reduction in the cooling of electronic components, and should be cleaned out when a buildup is noticed. Of particular concern is dust clogging the CPU fan on the PC motherboard inside the chassis. If too much dust accumulates there, the fan can slow or stop and the CPU will overheat, usually causing a "lockup" of Windows. On older chassis (250, 400T, 1600T) the PC motherboard can’t be accessed without removing the cover of the machine. Although this is discouraged by Ixia for customers to do this for warranty reasons, contact Ixia Support for suggestions. The later chassis have field-removable CPU trays or modules so that users can access the PC motherboard.
- Hard disk space availability
- Dust in airflow pathways