EMC/Iomega TZO Portal Addendum to TZO Troubleshooting

By Erik Collett02.20.09

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EMC/Iomega TZO Portal Overview

Contents of this Presentation:

• What is the EMC/Iomega TZO Portal?

• Introduction to the Portal

– Logging into the Portal

– Finding your way around

– Looking up Customer’s information

• How to use Customer information to Troubleshoot Remote Access issues

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What is the EMC/Iomega TZO Portal?

What is the EMC/Iomega TZO Portal?

TZO had a backoffice tool that will allow Agents and ASG members to look up Customer DDNS entries on TZO’s DNS Servers.

This is a simple process to check if a Customer’s WAN or External IP address is updating correctly and remaining in contact with the Iomega Device that the Domain Name is assigned to.

Note: We will be setting up a specific account for Call Center Agents that will be delivered separate from this training.

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Introduction to the EMC/Iomega TZO Portal

The portal is secured via HTTPS and can be accessed by any web browser.

– HTTPS://www.tzo.com/panel/EMCSupport.php

– To Login: Use the username and password provided to you, Tier 3 Agents may have more advanced access than Tier 1 and 2 Agents, however this will not affect your ability to use this tool for troubleshooting.

IMPORTANT!For Navigation: Use the <<< BACK and NEXT >>> buttons in the lower right corner for navigation and for executing a search. Using the browser buttons or just pressing enter to submit forms may cause unexpected results.

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EMC/Iomega TZO Portal Login

• Logging into the TZO Portal

• Enter the login and password that has been provided to your group to perform customer lookups.

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Checking the DDNS Entry

When first logging into the support account, you will see the option:

• Find DDNS Information: Allows searching on Domain, Email, TZO Key and IP Address. Once an account is found, clicking on the account will bring the user into the account screen.

To Search: You can use “%” as a wildcard. If you wish to find all email addresses at Iomega.com, search on email and enter in “%Iomega.com” and click “Next >>>”. To search all emails that begin with Bob, search on email and enter in bob% and click next.

Screenshot on next page

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Find DDNS Information Search

Example Search: This will return all domain names ending with “Iomega.com”.

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DDNS Account View - Page 1

• This is the DDNS Account view. Once an account is found, clicking on the account will bring you to the account information screen shown here:

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DDNS Account View - Page 2

• The TZO DDNS Account View shows the following information:– The MAC address– TZO Web Forwarding

• If enabled, the forwarding URL will show up, blank means this is not used

– The Service and Expiration• This shows services available on the account and the expiration date for

those services