emc/iomega tzo portal addendum to tzo troubleshooting by erik collett 02.20.09
TRANSCRIPT
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