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Confidential 1
BSNL – Multiplay
Motive Client CD, SSM Tool
Installation & Operation Guide
Confidential 2
Table of Contents
Table of Contents . . . . . . . . . . . . . . . . . . . . . . . 2
Introduction . . . . . . . . . . . . . . . . . . . . . . . . . 3
Plan Your Installation . . . . . . . . . . . . . . . . . . . . 4
I) For New Customer Installation . . . . . . . . . . . . . . 4
II) For Existing Subscriber Installation . . . . . . . . . . . 18 III) Troubleshooting Internet issue by SSM tool . . . . . . . 25 IV) Operation and Features of CSC . . . . . . . . . . . . . . 36 1) Login Page of CSC . . . . . . . . . . . . . . . . . . . . 36 2) Entering Customer ID . . . . . . . . . . . . . . . . . . . 37 3) Home Screen of CSC . . . . . . . . . . . . . . . . . . . . 38 4) Online Telemetries . . . . . . . . . . . . . . . . . . . . 39 5) Offline Telemetries . . . . . . . . . . . . . . . . . . . . 49
V) Other general issue while install SSM tool . . . . . . . .. 56
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Introduction This document is designed to familiarize the BSNL
Technician with the Multiplay- Activation CD screens
and the expected erroneous state which he may run into
while using the application.
The purpose of the document is not to include or
provide training to the technician but to familiarize
him with various critical screens which may need his
extra attention.
The document should be used as a live document and
hence needs to be updated with the comments and inputs
from the technicians with issues they encounter at the
field.
To facilitate this all technicians are requested to
provide feedback with screen shots that support the
erroneous state of the application if they are not
listed in the current document.
Technicians are always expected to follow this guide
before they refrain to the warroom for any installation
issues.
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Plan Your Installation: There are two types of installations available. That
is existing customer and new customer.
I. For New customer installation:-
Prerequisite for New Subscriber installation:
1. The customer system has to be complied by the following requirement,
a) The Computer might be Windows XP SP3/ Windows Vista 32/64 bit/ Windows 7 32/64 bit Operating
System.
b) The Internet Explorer might be version 7 or/and above.
c) The Computer RAM (Memory) minimum 512 MB should be there.
d) The Firewall should disable in the computer. e) If any Anti-virus installed in the computer then
needs to disable temporally.
2. Ensure that the Modem/CPE is in factory reset state
before you start the new installation. You can do a
hard reset of the device by powering it on and clicking
the reset button of the modem using a pointed tip.
3. Ensure that the Modem/CPE to be used is not
associated with any other customer. In case if you are
reusing the device that was assigned to a customer,
ensure the following
* If this CPE was used by a customer who requested
for a CPE swap, ensure that the first customer was
provided with a new CPE and he has run the activation
CD to get the device activated.
* If the CPE was used by a customer, who has
terminated his DSL line, ensure that the termination
order is placed and the work order is completed.
* Also the CPE activation has to be deleted in the
HMD console. To delete the previous user details go to
the URL ‘http://dvmgmt.bsnl.co.in/hdm’ (User name and password
has shared with Server Team) once logged in select ‘Devices’
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tab and find the CPE by choose the option ‘Find the
device by serial number’. If the CPE activated with
previous customer’s subscriber ID then select the
device and delete it. Please follow the screenshots.
* Then the Device will be pseudo activate in HDM
without the subscriber ID with new date & time. Ensure
that the device got activated before start
installation. If the Device is not deducting in HDM
console ping the URLs in Command prompt.
a) dvmgmt.acs.bsnl.co.in, b) bootstrap.acs.bsnl.co.in,
c) care.bsnl.co.in this are the URLs connecting CPEs to
Motive application.(If it is not pinging complaint to the NOC server Team.)
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4. Ensure that you have the PPPoE Username and the
phone number including the STD code of the customer
handy so that you can provide them correctly when
prompted by the application.
* Please ensure that you provide phone number along
with the STD code when prompted for (For Example
Telephone No: 08023644261, Username: [email protected]).
5. Analyze the customers system and decide on the type
of connection to be made – For Ex, USB, Ethernet or
Ethernet and WiFi. We are always recommending to use
Ethernet or Ethernet and WiFi flow as these provide
easy installation, faster access and less maintenance
issues
6. If the decision is to use USB flow, do not plug in
the USB connection from the modem to the computer until
it is prompted by the application. If you have already
connected the Modem/CPE to the computer, please
disconnect the device and restart the system before you
proceeds further the installation.
7. The entire flow described above is ONLY for the
Motive supported CPEs chosen in the portal by the Node
In charge.
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8. In case the user’s CD ROM drive is not working and
technician is not able to run the CD, the SAM and SSM
CD can be downloaded from ‘http://motive.bsnl.co.in’
The table below mentions all the firmware’s for the
Motive supported CPEs.
TYPENAME OUI PRODUCTCLASS SOFTWARE VERSION
BSNL Siemens Type1 - Mark 1
0085A0 DSL gateway V55.1.04.10
BSNL Siemens Type1 - Mark 2
0085A0 DSL gateway V55.1.04.01
BSNL Siemens Type1 - Mark 3
00085C DSL gateway V55.1.03.06
BSNL Siemens Type2 00085c 96338W V53.4.01.01_0940_081507- 3.08L.BSNL_02.
00085c 96338W V53.4.01.01_1555_070607- 3.08L.BSNL_02.
BSNL Siemens Type2 1.00E+40 96338W V53.4.01.01 BSNL ZTE Type2 - Mark 1 0015eb ZXDSL 531B ZXDSL 531BIIV7.3.0f_D09_IN
BSNL ZTE Type2 - Mark 2 0019c6 ZXDSL 531B ZXDSL 531BIIV7.3.0g_D09_IN
BSNL ZTE Type1 - Mark 1 0015EB ZXDSL 831AII ZXDSL 831AIIV1.0.1i_D18_IN
BSNL ZTE Type1 - Mark 2 0019C6 ZXDSL 831AII ZXDSL 831AIIV1.0.1i_D18_IN
BSNL ITI Type2 001b57 DNA-A211-I 3.08.02.IB.02.01_1206_030308
BSNL SemIndia Type1 001b57 ADSL2+ Modem/Router 3.08.02.UB.01.14_1357_100807
001b57 ADSL2+ Modem/Router
3.08.BSNL_02.01.02_tr64.
BSNL SemIndia Type2 001b57 WA3002G4 1132_061507-3.08L.BSNL_02.
BSNL UTStarcom Type2 - Mark 2
001bda WA3002G4 1132_061507-3.08L.BSNL_02.
BSNL UTStarcom Type1 - Mark 2
001bda UT-300R2U 1059_102108-3.08L.BSNL_02.
BSNL UTStarcom Type2 - Mark 3
001bda WA-3002G4 3.12L.BSNL_01.A2pB0 23k.d20k_rc2
BSNL Siemens Type2 - Mark 3
00085c 96338W2 3.12L.BSNL_01.A2pB023k.d20k_rc2
BSNL ZTE Type2 - Mark 3 00D09E ZXDSL 531B ZXDSL 531BIIV1.0.1a_D39_IN
BSNL Teracom Type1 - Mark 1
002615 ADSL2+ CPE 10.4.3.12.12
BSNL Teracom Type2 - Mark 1
002615 ADSL2+ IAD 10.4.3.12.12
BSNL Syrma Type 1- Mark 1 001AA9 ADSL2+ 4P CPE 10.4.3.12.12_SI
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BSNL Syrma Type 2 – Mark 1
001AA9 ADSL2+ 4PW CPE 10.4.3.12.12_SII
BSNL New SemIndia Type1 - Mark 1
00212c DNA-A201BEI 3.12.01.SI.IB.06_1236_120909
BSNL VMC Type 1 - Mark 1 00085C ADSL2+ CPE TYPE I
10.4.3.12.12
BSNL VMC Type2 - Mark 1 001E40 ADSL2+ CPE TYPE II
10.4.3.12
In case the software version of the CPE with the technician does not match with the above listed ones, the
technician should download and upgrade the supported software version for the selected CPE from this webpage
http://motive.bsnl.co.in
Refrain from the following During Installation.
1. Do not remove the CD from the tray until the application installation is complete. 2. Do not try to close the application using the “x‟ button on the top right corner of the application window during the course of installation. 3. Follow the instructions as instructed by the application and ensure that you proceed till the last page of the application which displays the user credentials along with his email username and password. 4. Never press the cancel button when the application tries to do a software update from
the server. Cancelling the updates would result in a havoc state whereby you may need
to restart the installation from beginning to get the system in proper state.
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Know The Screens. This section describes each critical screen in the application and describes the action items
to take care while you are at this screen.
Welcome Screen- This screen instructs you to close all the applications including antivirus and
all firewall software. Please follow the instruction and make sure there are no proxy
applications, VPN software and firewall activated and running on the system.
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Minimum Requirement Check :- This screen does the minimum requirement check for the system
to support BSNL Broadband. The screen may take a while to complete the check and install required
software. Please be patient and do not press cancel or the close the button
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Select Install Type: - This screen expects you to enter the type of installation to be followed. If
selected “Technician Install” you will be prompted to enter the technician ID. If you are unaware of
the same please click the link “New User/First Time Configuration” link and continue with
the flow.
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Modem Selection Screen :- This screen allows you to select the correct modem for installation.
Please select the correct modem from the picture and continue with installation. Please make sure
that you do the right selection.
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1) Type of Connection :- This screen has the variants based on the modem detected by
the application, one for the Ethernet and USB and one for Ethernet and Wireless type of
modems.
For the second variant (For Ethernet and Wireless Modems/CPE) select the Wireless option if
the computer you are installing has a active wireless card with proper driver installation.
The application does not install the driver for the wireless card during installation. Else
select the Ethernet flow which is the default
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User Registration Screen: - This screen prompts you to enter the PPPoE username and Subscriber
Phone Number for the customer. Please ensure that you enter the complete PPPoE user name
including the domain address of the subscriber. Eg:- The data in this filed can be
[email protected]. The field Subscriber Phone Number expects you to enter the BSNL telephone
number for which the broad band connection is applied for. Ensure that you enter the telephone
number including the STD code. Eg:- The data in this field can be 08025806000
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E ) BSNL Activation CD will configure the Modem with the Username & Password using the TR 64
Commands
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F ) BSNL Activation CD will associate the subscriber ID with the Modem in HDM. (the HDM URL
is http://dvmgmt.acs.bsnl.co.in/hdm)
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G) BSNL Activation CD completes installation of SSM Tool on the Desktop
NOTE :-
1) In future if the Subscriber faces any Kind of Internet Connectivity Issue. BSNL Self Support Tool
can be used to fix the problem.
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II) For Existing BSNL Subscriber follows the steps:-
Prerequisite for existing Subscriber installation:
The customer’s system has to be complied by the
following requirement,
a) The Computer might be Windows XP SP3 (or) Windows Vista 32/64 bit (or) Windows 7 32/64 bit
Operating System.
b) The Internet Explorer version might be 7 or/and above.
c) The Computer RAM (Memory) minimum 512 MB should be there.
d) The Computer might be installed the Macromedia Flash player.
e) The following URLs should be able to ping from
the customer PC. dvmgmt.acs.bsnl.co.in,
bootstrap.acs.bsnl.co.in, care.bsnl.co.in. (These are the URLs connecting CPEs to Motive application. If it is not
pinging complaint to the NOC server Team.)
f) The Firewall should disable in the computer. g) If any Anti-virus installed in the computer then
needs to disable temporally.
h) The SSM tool will support only BSNL authorized Modem/CPE which mentioned in the page number 7
only.
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A ) For the existing subscriber we have to use SSM tool. The SSM tool can be downloading from the
URL http://motive.bsnl.co.in, the following screen mentioned where to download the exe file.
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b) There are two types of installer files there, that is 32 bit and 64 bit. Customer has to be download
as per them OS version.
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C ) Subscriber has to download and run the SSM Installer by clicking the exe file.
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D) SSM Installer checks the internet connectivity assuming to be the Existing User.
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E) SSM Installer will check for the minimum requirement like OS, Internet Explorer, Macro Media
and Flash Player and RAM configuration. (Note: the SSM installer won’t install the Flash Player by
automatically, if it is not in User Machine unlike the CD and it will exit the installation)
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F) SSM Installer fetches the PPPoE user name from the modem and the phone number and PPPoE
password from HDM and creates the profile in Subscriber’s PC. (This profile is Internal to Motive for
using in future by the Motive tool to troubleshoot the internet connectivity issue).
G) BSNL Activation CD completes installation and creates the shortcut of SSM tool on the desktop.
NOTE :-
1) In future if the Subscriber faces any Kind of Internet Connectivity Issue. BSNL Self Support Tool
can be used to fix the problem.
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III) Troubleshooting the Internet Connectivity Issue.
Whenever the customers are facing internet connection issue then they have to double click
the SSM tool which places in desktop.
Step 1: After clicking the SSM tool the following screens will be appears. The subscriber has to
follows the instruction up to solve the problem.
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Step 2: BSNL Self Support Tool will detect the Issue and You Have to Follow the Instruction. In the
Below Snapshot the BSNL Self support has Detected that Ethernet Cable is Not Connected and
Subscriber has to Check there Physical Ethernet Connectivity and they have to Click Next.
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Step 3 : After Following the Step 2 Procedure the Subscriber will get Successful Test.
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Step 4: In this Case BSNL Self support Toll has Detected that DSL Line Issue and Subscriber has to
Check there Physical DSL Connectivity and Later they have to Click Next.
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Step 5: After Following the Step 4 Procedure the Subscriber will get Successful Test.
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Step 6: In this Case BSNL Self-support Toll has Detected that PPPoE Username Credentials and
Subscriber has to Manually Re-Type the Username and Phone Number and Later they have to Click
Next.
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Step 7: After Following the Step 6 Procedure the Subscriber will get Successful Test.
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** Note: If the all above troubleshoot was failed then the below screen will be appears with 16
digit services code. The customer has note down the number and he/she has call to Customer
Services Center for easy analysis the problem.
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IV) Operation and Features of Customer Service Console:
This Section is only for the BSNL Customer Services Center Engineer. When the Customers
are getting problem, the customer needs to run the SSM tool. If the problem is not solving by
customer itself then the SSM tool will generates a 16 digit Services Code. This code will help to
diagnose the issue by CSC Engineers.
* Go to the URL ‘http://csc.bsnl.co.in/csc’ to open the Customer Services Console for the CSC Engineer. And following the Screen shot to diagnose the issue. 1) Login to the CSC console by the URL http://csc.bsnl.co.in/csc. (this URL will work in only BSNL
intranet and DSL line.)
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2) Once Logged in, the Console will ask customer’s Subscriber ID.
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3) Home Screen of the Customer Service Console (CSC):- This Home Screen displays the subscriber information on this location and phone-number.
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4) Service Console for Subscriber is Online (Online Telemetries):- The online device with the Modem type and the serial number is displayed. Below which the various
features and Manageable options were listed.
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A) Device information: This screen displays the device information and the CSR can get all the required information on the
Subscribers Modems Firmware version, Model number, Serial number and its last known WAN IP.
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B) Device Diagnostics: This screen displays the device information on the Ethernet Connections and the DSL Status such as the
Ethernet port the subscriber is connected, line attenuation and the SNR values of the Line.
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C) LAN Settings: The LAN IP of the subscribers Modem can be viewed on this Option. This becomes handy while analyzing
the LAN issues or DHCP issues of the Subscribers.
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D) Managing DHCP Settings: This option helps the CSR to manage the DHCP options of the Subscribers Modem. Enabling the DHCP
and the IP range that has to be allotted by DHCP can be managed.
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E) Firewall Settings: This feature helps the CSR to manage the Firewall settings of the Subscriber Modem. By this feature, the
CSR can enable the MAC address control on the LAN interfaces and include some MAC that to be
Permitted.
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F) Manage WAN Settings: The WAN settings of the Modem can be managed and the CSR can set the username, password and the
connection type of the Modem by this feature.
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G) Manage WLAN Settings : The Wireless settings of the subscriber can be managed and the SSID, Encryption type and encryption
password can be managed or configured by the CSR.
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H) Manage Firmware: The CSR can use this option incase the firmware of the Modem has to be updated .The CSR with the
Update firmware image can upload the Image to the Modem and update.
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I) Reboot: The CSR can reboot the modem remotely with this feature. The reboot will be mandatory on firmware
up gradation, PVC creation, Firewall settings and NAT Configuration.
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J) Restore Factory Default: In case the Modem has to be reset to Factory default, the CSR can perform it remotely. This will reboot
the Modem with the default Factory settings.
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5. Offline Telemetry: The CSC functionality becomes more critical on analyzing the issues of the Subscriber when the Modem is not online. At that instant, Offline Telemetry will be useful to diagnose the issues with the subscribers modem. The Subscriber on running the Self-support tool installed will be guided with the Basic support on connectivity of the Modem and DSL Synch, on further issues, the Self-Support tool will generate a Services Code (find the screenshot on the SSM tool diagnostic page) which has to be informed to the CSC engineer. CSC engineer can perform a diagnosis with the offline telemetry feature using this 16 digit Services Code. On Entering this diagnostic Code, the exact error /Issue of the Subscriber can be identified. Below are the Offline Telemetry scenarios that are helpful for the CSC engineers: 1) Modem Reach ability
2) DSL Synch state
3) PPPoE Server Reach ability
4) Internet Connectivity
5) Server Authentication
6) DNS Servers reach ability Note:- And if any of the Above Setting Fails then only that Error will be Displayed Highlighted in RED
Color.
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Different Possibilities of the Error Scenarios has been shown with Screen Shot 1) Modem Reach ability:
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2) DSL Synch state
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3) PPPoE Server Reach ability
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4) Internet Connectivity
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5) Server Authentication
6) DNS Servers reach ability
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V) Other General issues while installing SSM tool: The Macromedia Flash Player which is required for the graphical demonstration, if it isn’t installed in the Computer can be downloaded from the Internet by following URL. http://get.adobe.com/flashplayer/
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Informatory Screen requesting the User to Disable Firewall and Antivirus Products before the Self-
Support tool Installation
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Informatory Screen which detects the change in the Proxy settings of the Computer. Default settings
checked will be of No Proxy.
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Informatory Screen which detects the change in the Network settings of the Computer. Default settings
checked will be of LAN network with 192.168.1.0/24.
