IT Administrator s Guide

Transcription

1 IT Administrator s Guide Version October 10, 2014

2 2014 irobot Corporation. All Rights Reserved. irobot and Ava are registered trademarks of irobot Corporation. ipad and iphone are registered trademarks of Apple, Inc.

3 Table of Contents Introduction... 1 Conventions...1 Comments and Suggestions...2 New in This Revision... 2 Ava 500 Overview... 5 About the Ava Ava 500 System Infrastructure... 8 How the Ava 500 Works... 9 The Ava 500 Cloud Service Components and Terminology External Components Internal Components Configuration and Maintenance Data Communications and Security Data Communications Wireless Configuration Aruba Cisco Wireless Encryption Wireless Authentication Proxy Support System Configuration Configuring and Managing the Cisco EX Configuring the Ava 500 App First Time Installation Updating the Ava 500 App from 1.0 to 1.1 or Higher Software Upgrades Ava 500 Robot Ava 500 Cloud Service Ava 500 Control Application Set up Automatic Upgrades Use Manual Updates Cisco EX Version Page i

4 Site Changes After Installation Name Changes Destination or Preset Changes Layout Changes If You Are Moving The Administrator Console Robots Sessions Users Troubleshooting Rebooting the Ava Understanding Ava 500 Availability Immediate Session (Teleport Now) Behavior Active Session Behavior Remote User Symptoms Cannot Log In Cannot see the map in the App interface When a session starts, the video conference call is not established No video at the remote user s video endpoint Video quality is poor No audio Local Symptoms Volume and Mute Behavior The LEDs are flashing red, and the display says Assistance Required: Disabled due to Hardware Fault The Ava 500 display reads Connection Issues: Not connected to management server The Ava 500 display reads Assistance required: Not localized on map The Ava 500 appears to be without power Appendix A: Support Materials Version Page ii

5 Introduction Introduction The Ava 500 IT Administrator s Guide contains information relevant to the initial implementation of an Ava 500, and also to its ongoing operation. In general the Ava 500 requires two supporting roles: The Ava 500 caretaker is someone located at the same site as the Ava 500, who can roll the Ava 500 back to its charging station if necessary, and perform some basic maintenance functions. The Ava 500 Caretaker s Poster is provided in Appendix A: Support Materials. The Ava 500 IT administrator is someone who understands the infrastructure supporting the Ava 500, who can provide an initial level of support in case of problems, and who will manage all Ava 500s deployed at the customer s location(s). Information in the Ava 500 IT Administrator s Guide includes: Ava 500 Overview: High level description of the Ava 500, how it interacts with your IT infrastructure, and how people use it. Data Communications and Security: Detailed information about how the Ava 500 communicates, what is required for an Ava 500 to operate at a site, and the security methods employed. System Configuration: How the various components of an Ava 500 system work together and details on the configuration of specific components. Software Upgrades: An overview of how upgrades to the various software components are handled. Using the Ava 500 Administrator Console: A user guide to the Ava 500 Administrator Console web application. Troubleshooting: Guidance on solving simple problems and advice on when to contact Technical Support. Conventions Throughout the manual the following conventions are used: This is a warning. If the person using the information ignores or violates this instruction, serious damage could result to the product or injury to the person. This is an alert. If the person using the information ignores or violates these instructions, some minor negative consequences could occur. Version Page 1

6 Introduction This calls out supplemental information or information of particular note. Chapter or section headings in green and underlined are dynamic links to that chapter or section. Comments and Suggestions The Ava 500 team welcomes your comments and suggestions for changes or additions to improve this manual. Please provide them to the irobot service organization. New in This Revision With the version update, remote users can run the Ava 500 App on the iphone as well as the ipad. The functionality of the App has not changed. However, in order to support both platforms some small changes were made to the ipad interface. Observant users may notice a different look to the buttons on the session map screen, for example. An updated and reconfigured Ava 500 Remote User Guide documents key differences between the two platforms. The Remote User Guide also reflects the 1.1 App changes. The version 1.1 release included the following changes: Proxy configuration support is provided (see the section on Proxy Support). An update server has been added to the Ava 500 Cloud Service to better support future remote software updates, and is now included in Figure 7. Port changes were made for stronger security protection and enhanced operation. Because of the underlying port changes, TMS monitoring of the EX60 is supported. You no longer include port 8800 in the URL to access the Cisco EX60 web interface. A video call rate of 1152 kbps is no longer enforced. Messaging is improved if the video portion of an active session has been lost. The Ava 500 now displays Video is unavailable: In session with <username>. The Ava 500 now supports TC 6.3.2, which includes protection against the Heartbleed security vulnerability. Enhancements were made to the Ava 500 Administrator Console (see The Administrator Console section), including: The ability to delete current and future sessions A refresh control on each page to ensure an up-to-date view New password functionality that encourages strong passwords and allows the IT administrator to show or hide the password as it is entered. The 1.1 changes in the Ava 500 Control App are: You no longer have to go to the ipad Settings app to set up the Ava 500 Cloud Service instance name. On first time installation you are prompted for it when you login to the Ava 500 App. Users of devices with the Ava 500 App already installed do not see this field. In the Ava 500 App settings, instead of the former Save Password to Keychain setting, the App now has an Automatically Log In? setting. If this is on, users do not see the log in dialog at all. Although existing users who had the Save Password to Keychain setting on must log in the first time with both user name and password, the new Automatically Log In? setting will already be enabled. Version Page 2

7 Introduction To display external meetings in the Ava 500 App, you now go to the ipad Settings app, Privacy settings, Calendars section and turn on the Ava 500 setting. This replaces the Sync Calendar setting in the Ava 500 App settings. The ipad setting will be on for existing users who had Sync Calendar set to On in the previous version of the Ava 500 App. If external meetings are displayed, users can now add an Ava 500 session even if the meeting location does not match an Ava 500 destination. A new end of session audible warning accompanies the previous notification dialog (see Understanding Ava 500 Availability for details). The 1.1 revision of the Ava 500 IT Administrator s Guide includes both an initial configuration and an update section. Information on the changes listed above is provided, as well as the following additional information: Ava 500 Components and Terminology section Site Changes After Installation section Understanding Ava 500 Availability section Additional information about the volume and mute settings in the Local Symptoms section Version Page 3

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9 Ava 500 Overview Version Page 5

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11 About the Ava 500 About the Ava 500 The irobot Ava 500 Video Collaboration Robot (Ava 500) complements an existing fixed telepresence solution - such as room-based systems, executive and personal desktop units, and soft clients for PCs, smartphone and tablets - by offering users mobile capabilities that allow them to participate in meetings in areas where video conferencing solutions are unavailable or impractical, and that allow for conversations to continue into locations outside of offices and conference rooms. The irobot Ava 500 Video Collaboration Robot brings together irobot s autonomous mobile robotics platform with HD video and audio video conferencing through a built-in Cisco TelePresence EX60 to offer an enterprise-class solution that enables users from anywhere in the world to instantly connect with people anywhere in the robot s location. Version Page 7

12 About the Ava 500 Ava 500 System Infrastructure A high-level view of the Ava 500 system infrastructure is shown in Figure 1. Figure 1. Ava 500 System Infrastructure Each Ava 500 is made up of a Cisco EX60 video conferencing head and a robot body. The Ava 500 communicates through a wireless connection from a Cisco AP1600e access point in the robot body to the customer s wireless network. From there video conferencing is managed through the enterprise s video conferencing infrastructure, while the Ava 500 is managed through an HTTPS connection over the Internet to the irobot Ava 500 Cloud Service. Remote users are equipped with remote stations consisting of both a control device, such as an ipad, and a video endpoint: The control device runs the irobot Ava 500 Control Application (Ava 500 App), which connects with the Ava 500 through the Ava 500 Cloud Service. The video endpoint can be a standards-based executive desktop device, a conference room system, or a computer running a video software client such as Cisco s Jabber. Version Page 8

13 About the Ava 500 How the Ava 500 Works When an Ava 500 is installed at a customer location, part of the configuration process is to map the robot s operating area, or site. During this activity, the Ava 500 learns its operating environment and creates a realistic topology map of the site. This is translated into an annotated floor plan with defined destinations that is displayed in the Ava 500 App. The Ava 500 App provides functionality that allows the user to: Initiate an ad hoc meeting through any available Ava 500 Schedule a meeting for a specific destination at a specific time in the future Navigate to one of a list of defined destinations Navigate to any accessible area on the map of the site Users with multiple video endpoints available, for example a desktop device when in the office and a laptop with Jabber on the road, can specify which endpoint to use for the meeting. At the time of the scheduled meeting, the Ava 500 Cloud Service assigns a robot from the available pool. The robot travels to the meeting location and waits. The remote user checks in to the session, and then the Ava 500 calls the remote user s video endpoint. The remote user answers the call and the session begins. The remote user s audio and video communications are handled through the Cisco EX60 and the remote user s video endpoint. The Ava 500 speaker volume can be controlled at the meeting location, to accommodate local conditions. When the meeting is over, the remote user ends the session and the Ava 500 automatically returns to its charging station to recharge for the next user. Built-in obstacle detection and obstacle avoidance (ODOA) capabilities, which leverage multiple sensors in the robot body, ensure that the Ava 500 will not bump into people or objects in its path. Furthermore, if the most direct path to its destination is blocked, the Ava 500 will search for and navigate through an alternative path, if one is available. The Ava 500 App also provides remote users with other navigation capabilities. They can touch a location on the application map and go there. For meetings in larger conference rooms, they can touch a preset location in the room, for example in front of the white board or at the conference table, and go there. Finally, users can manually drive the Ava 500 using a touchpad interface in the Ava 500 App. Through the Ava 500 App, the user can also look up and down, turn to see what is on either side or behind the Ava 500, and stand by raising the height of the Cisco EX60 (Figure 2a) or sit by lowering it (Figure 2b). a) b) Figure 2. Remote User Standing (a) and Sitting (b) Version Page 9

14 About the Ava 500 The Ava 500 Cloud Service Ava 500s are managed through the irobot Ava 500 Cloud Service. The irobot Ava 500 Cloud Service manages the resource pool of robots, tracks and manages robot scheduling, monitors robot health, and provides error reporting capabilities. When the Ava 500 is in use it is in constant communications with the Ava 500 Cloud Service. For example, the Ava 500 encounters an obstacle and communicates that fact to the Ava 500 Cloud Service. The Ava 500 Cloud Service sends a notification to the remote user s Ava 500 App. The remote user can then choose to begin a video conference session immediately so that he or she can see what the problem is and perhaps ask someone nearby to help. The Ava 500 Cloud Service stores activity logs, reservation information, user information, and robot information. Through a separate Administrator Console application, customer IT Administrators connect with the Ava 500 Cloud Service to see robot health indicators, track reservations, and modify users and their information. Version Page 10

15 Components and Terminology Components and Terminology External Components The Ava 500 consists of a robot body with a Cisco EX60 installed on it (Figure 3). Cisco EX60 Volume/mute controls Panning sensor module LIDAR gap Figure 3. Ava 500 Front Volume/mute controls: A panel of buttons that allow a local user to raise and lower speaker volume as well as mute the speakers. Panning sensor module: Consists of 3D imagers and sonar detectors. Normally the sensor module is facing front. The array pans (rotates) if the Ava 500 is trying to sense a path around an obstacle or otherwise orient itself to objects close to the robot. LIDAR gap: The space around the base of the robot that displays the lights from the robot s LEDs, and that provides access for the Ava 500 s Light Detection and Ranging (LIDAR) laser system through an opening in Version Page 11

16 Components and Terminology the front of the robot. The Ava 500 uses the LIDAR system both to map the location and to navigate over longer distances, such as down a hallway. The Ava 500 body refers to the robot without the EX60 installed. The body consists of a torso and a base. The back includes a stop button and handle on the torso, and the service compartment and charging station connector plate on the base (Figure 4). Stop button Handle Service Compartment Rocker Switch Charging Station Connector Plate Figure 4. Ava 500 Back Stop button: When the stop button is engaged, the Ava 500 cannot move autonomously or be driven manually by a remote user. Push the button to engage it, twist to release. Use the stop button to prevent the Ava 500 from driving autonomously if it recovers from a problem while you are pushing it back to the charging station. Because the stop button impedes wheel rotation, it is harder to push. If there is no chance that the robot will be driven, for example it has a hardware fault, engaging the stop button is not necessary. Version Page 12

17 Components and Terminology Handle: Use to pull or push the Ava 500. A label with the robot s serial number is underneath the handle (Figure 5). Figure 5. Ava 500 Label When moving the Ava 500, be careful not to put your foot on the charging plate. Do not use the handle to lift the Ava 500. Service compartment: Contains the power button, the access port for direct connection with the robot s central processing unit (base CPU), and a socket to connect a modular power cord. The service compartment also includes a USB port. Do not connect anything to that port unless Technical Support instructs you to do so. Charging station connector plate: Engages with the charging station. Rocker Switch: Mounted underneath the top LIDAR plate, this switch controls power to the Ava 500 s batteries. When this switch is on, the Ava 500 s batteries can charge, even if the robot is otherwise powered off through the power button in the service compartment. Internal Components This section reviews the internal components of the Ava 500: LEDs Base CPU AC power board PCBA assembly Z-lift Access point Camera tilt mechanism Version Page 13

18 Components and Terminology LEDs in the LIDAR gap provide information about the state of the Ava 500 (Table 1). Table 1. LED Colors and Patterns If the LEDS are Solid white Flashing yellow Solid red Flashing red Fast brightening/fading white Slow brightening/fading white Flashing green It means the Ava 500 is Traveling or waiting for an obstacle to clear. Going through a door or waiting for a door to open. Motionless with its stop button engaged. It will not move in this condition. Experiencing a system problem. It will not move in this condition. Connected to its charging station. Idle. Rebooting. The slow brightening/fading cycle is often referred to as breathing. The Ava 500 CPU in the upper base is the brains of the robot. The base CPU is like a computer. It contains the internal operating system software, and stores logs, maps, and other information. During installation, a field service engineer will connect directly to the CPU through the access port in the service compartment. A Z-lift in the torso raises and lowers the Cisco EX60. A camera tilt mechanism is installed on the EX60 before it is mounted onto the robot (Figure 6). It moves the EX60 s camera up and down. Figure 6. Camera Tilt Mechanism Being Installed on the EX60 Finally, a Cisco AP1600e access point configured as a workgroup bridge (WGB) is provided in the back of the torso. The WGB handles communication with your wireless network. Version Page 14

19 Configuration and Maintenance Version Page 15

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21 Data Communications and Security The Configuration and Maintenance section Includes: Data Communications and Security: Discusses in more detail how the various components of an Ava 500 System communicate along with details on wireless communications and security. System Configuration: Describes how information links the various components of an Ava 500 system, and discusses component configuration and management. Software Upgrades: For each major component, describes how and when software is updated. Site Changes After Installation: Describes how various changes in a site after the site has been mapped are handled. The Administrator Console: Provides instructions on how to configure users and details about robot health issues. Data Communications and Security This section describes Ava 500 data communications paths, discusses WLAN network configuration considerations, details the supported wireless authentication and encryption protocols, and reviews proxy support. Data Communications Figure 7 illustrates the communications paths that are part of an Ava 500 installation. Figure 7. Ava 500 Communications Inside the Ava 500, the Cisco EX60 is connected to the base CPU in an internal LAN configuration. The CPU connects to the internal Cisco AP1600e access point, configured as a workgroup bridge (WGB), in an internal WAN configuration. The Ava 500 connects as a client to the existing wireless network through the WGB. All of the Version Page 17

22 Data Communications and Security Ava 500 components, from a network standpoint, are behind this WGB. The Ava 500 uses the following network ports: Outbound TCP443: Communications with the Ava 500 Cloud Service. The firewall has to be open for outbound 443. TCP82: Password-protected access to the Ava 500 configuration interface. Any other port or protocol is reserved for EX60 communications. Although the Ava 500 robot and the Cisco EX60 both communicate through the WGB, the video traffic and Ava 500 command and control communications travel two separate paths. The Cisco EX60 and associated video traffic path is dictated by the customer s video conference infrastructure and policies and the capabilities of the Cisco EX60. The Ava 500 base CPU communicates only with the Ava 500 Cloud Service, including the customerspecific instance and, when needed, the Ava 500 update server. This traffic is also protected through SSLmanaged encryption. The Ava 500 App transmits data in the form of operational commands from the remote user. These commands are transmitted from the Ava 500 App to the Ava 500 Cloud Service, which in turn communicates with the Ava 500. All communications between the Ava 500 App and the Ava Cloud Service are SSL-encrypted and asynchronous. The Ava 500 Cloud Service is the termination point for all robot and Ava 500 App communications. No information or data travels directly between the Ava 500 App and the Ava 500 robot. All SSL communications between the Ava 500 Cloud Service and both the Ava 500 robot and the Ava 500 App employs 2048-bit key cipher. DigiCert is the Certificate Authority for the Ava 500 Cloud Solution. When a session is ready to begin, the Ava 500 Cloud Service requests the Ava 500 to initiate an outbound video call. As an additional security feature, the Cisco EX60 is configured with Do Not Disturb Mode set to ON, which prevents the system from accepting incoming calls. Wireless Configuration Utilizing video over WiFi is one of the most demanding tasks for a wireless network. A number of practices are recommended to successfully deploy a wireless mobile video device such as the Ava 500. irobot recommends that a separate SSID be created on the existing network to facilitate setting policies and frequency use to optimize the Ava 500 s operation. Since video requires significant bandwidth for optimum quality, irobot strongly recommends that 5 GHz frequencies be used. 2.4 GHz should not be used unless there is no other option. Because of a bug in the Cisco 5 GHz Access Point firmware that causes difficulty in roaming from some channels to channels 64, 48, 44, and 40, irobot suggests that the customer s wireless deployment be configured not to use those four channels. In order to achieve the best user experience during an Ava 500 video conference, some wireless network settings may need to be optimized to support VoIP. For a Cisco network, Cisco recommends the Enable Session Timeout setting should either be turned off or the timeout period extended, for example to 24 hours. The document sources and details are provided in the Cisco section below. A number of QoS settings and best practices should be implemented when dealing with a wireless network that supports video. These are manufacturer-specific and are detailed in documents described in the following Version Page 18

23 Data Communications and Security sections. Finally, irobot recommends that a wireless site survey be performed, according to the manufacturer s recommendations, before the Ava 500 is installed, to detect any problems that may need to be resolved. Aruba The wireless site survey process is detailed in the Indoor Site Survey and Planning guide version 1.0 found here: While all high bandwidth recommendations in that document should be followed, an important excerpt is this: Capacity Model (High Bandwidth) - The capacity model is for dense deployments with high device counts and traffic rates. A capacity-based deployment might consist of APs placed roughly 45 to 60 feet (approx to meters) apart running at 25-50% or 50-75% of power. In general, the transmit power of the AP should be set to match that of the least-capable device in the network. If the requirement is a desk-top like experience for employee laptops, where the employee can run multiple applications simultaneously, the site requires a capacity-based deployment. Aruba s guide to QoS settings is entitled: Bringing QoS Over Wireless LAN into Focus, and is found here: Cisco Cisco wireless site survey guidelines are detailed in the Site Survey Guidelines for WLAN Deployment guide found here: also in the guide called: Wireless LAN Design Guide for High Density Client Environments found here: and lastly, in a guide called Site Survey Guide for Deploying Cisco 7920 IP Phones written for Cisco VoIP phones, but which still applies to video tasks: Cisco s guide on QoS settings is entitled: Optimizing Enterprise Video Over Wireless LAN and is found here: Cisco s Unified Wireless IP Phone Deployment Guide is found here: pdf Configure Enable Session Timeout as necessary per your requirements. It is recommended to either disable the session timeout or extend the timeout (e.g. 24 hours / seconds) to avoid possible interruptions during audio calls. If disabled it will avoid any potential interruptions altogether, but enabling session timeout can help to re-validate client credentials periodically to ensure that the client is using valid credentials. Version Page 19

24 Data Communications and Security Cisco s Configuration Notes: Cisco WLC Infrastructure in Ascom VoWiFi System is found here: Session Timeout for the current WLAN profile must be disabled to avoid reoccurring deauthentications. Wireless Encryption Over the years, wireless has become more established in the enterprise. This has led to various standards being created around wireless security. The Ava 500 is designed to work with as many of these encryption types as possible, including: Open Network No encryption. Usually used for guest access or in situations when an upper layer will be handing encryption, like a VPN or a protocol that supports encryption natively. WPA (Wi-Fi Protected Access) WPA is the replacement for an older security method known as WEP (Wired Equivalent Privacy). WEP is insufficiently secure and therefore is not supported. WPA uses a 256-bit key and the Temporal Key Integrity Protocol (TKIP) to significantly increase the level of encryption over previous standards. WPA-2 (Wi-Fi Protected Access II) WPA-2 increases the security over WPA by introducing AES algorithms and CCMP to replace TKIP. WPA-2 is currently the most secure industry standard to encrypt data. Wireless Authentication In providing secure access to a network, authentication is a crucial piece of an overall solution. The Ava 500 works with a number of authentication types, including: No authentication Usually referred to as an open network, this type of network is usually only used in testing, as it creates too great a security risk to the overall network. MAC address authentication Handled from the client infrastructure, MAC address authentication is based on a factory-assigned, burned-in address given to each and every Ethernet device in existence. MAC addresses can be easily cloned by malicious attackers, and are not considered a secure way of protecting a network. Pre-shared key (PSK) A pre-shared key is a phrase or password set on both the client and the wireless infrastructure. These keys must match and are the basis used for encrypting all data between the client and network. Creating an SSID specifically for the Ava 500 and then using a pre-shared key known only to the IT department may be a simple and secure way of handling connectivity during a trial period, for example. EAP (Extensible Authentication Protocol) EAP currently provides the highest level of authentication options available. EAP provides per-user or per-device authentication based on a username/password, certificate, or other means. These credentials are typically verified by a RADIUS server on the customer s network. This allows the enterprise environment the most control over connection to the WLAN. The Ava 500 uses a Cisco access point configured as a workgroup bridge. In that configuration, Cisco software is not compatible with the Microsoft Windows Server 2003 Internet Authentication Service (IAS) acting as a RADIUS server. In order for the Ava 500 to connect to the WLAN, either the IAS must be upgraded to Windows Server 2008 Network Policy Server (NPS) or other RADIUS server software, or an authentication method must be used that does not require RADIUS server verification. Version Page 20

25 Data Communications and Security A number of EAP standards are in use today. The Ava 500 has been tested and confirmed to work with the following EAP types: EAP-PEAP (Often referred to as MS-PEAP) PEAP provides a method to connect to a wireless network using a username/password. As part of the standard, before a client will give its username/password to an infrastructure, the client requires a certificate from the RADIUS server in order to confirm it is who it claims to be. This prevents a client or device from being tricked into sending a username and password to a malicious attacker, since the attacker will not be able to provide a trusted certificate. Because the password must be configured onto the Ava 500 and cannot be easily changed, the password should be set not to expire. MS-PEAP allows for authentication using a certificate instead of a username/password. Using MS-PEAP in this scenario is not supported by the Ava 500. If you wish to use a client certificate, EAP-TLS should be used instead. EAP-TLS The TLS method of EAP requires the use of a client certificate. In EAP-TLS, two certificates are in play: one will be from the server confirming it can be trusted to receive credentials, and the other will be from the client acting as its credentials. In order for this EAP type to be successful, the client must trust the certificate from the RADIUS server, and the RADIUS server must trust the certificate provided by the client. Therefore, two certificates must be installed on the Ava 500 access point: the client certificate and the certificate of the CA (certificate authority) that generated the certificate being given to the client. EAP-FAST This EAP method was designed by Cisco and is used by a number of enterprises. EAP- FAST does not require a certificate, but just a username and password. EAP-FAST is usually configured using a Phase 0 anonymous DH session, which means no verification of the authentication server will be performed before connecting. Proxy Support If a proxy server is part of the security configuration, the Ava 500 can be configured as a proxy client using the following methods: Manually, including the ability to exclude destination hosts and networks that should be accessed without a proxy server. Automatically by specifying a URL containing the configuration file. Automatically by using WPAD/DNS. The following authentication protocols are supported: Basic NTLM Digest A username and password can be configured if applicable. The authentication username/password should be set not to expire. Version Page 21

26 System Configuration System Configuration A number of configuration steps are required both during pre-installation planning and on the day of installation. These are illustrated in Figure 8. In this figure, items in green are the source items. Items in red are references to the source items, which may or may not be entered directly onto the referencing device. Figure 8. Configuration Diagram Before the Ava 500 is installed at a customer site, irobot configures the Ava 500 Cloud Service for that customer. A specific server instance is assigned to the customer, which will be referenced on the Ava 500, on the ipad, and in the link to the Administrator Console software. The customer s Ava 500 is then provisioned on their server, and accounts are created for users and for IT administrators. If Ava 500 remote users do not already have a video endpoint, the customer must provide at least one. The addresses are entered with the user account on the Ava 500 Cloud Service. The customer should also provide all remote users with ipads. These need to be configured with the Ava 500 Cloud Service server instance. Only users with accounts on the server can log into the Ava 500 App. Version Page 22

27 System Configuration During Ava 500 installation, a number of configuration steps take place: Because the Cisco EX60 is added to the Ava 500 body at the customer site, the Ava 500 installer must configure the EX60 MAC address on the base CPU in order for the two to communicate. The installer also configures the customer-specific Ava 500 Cloud Service instance on the base CPU. The Ava 500 body arrives with the Ava 500 s Cisco WGB already paired to the base CPU. The WGB must be configured with the information (passkeys, passwords, certificates) required to authenticate with the customer s wireless authentication server, and then the Ava 500 must be assigned an IP address. If a proxy server is used, the Ava 500 must also be configured as a proxy client. Although the installer performs this configuration, it is typically done in close collaboration with a customer WLAN IT engineer. Using the Cisco EX60 s web interface, the installer configures the EX60 with the settings required for it to communicate with the video call control server. If the customer s video call control server uses authentication, the Ava 500 will need to be provisioned as a user. The installer then maps the site(s). Once mapping is completed and the site database(s) have been finalized, each user on the Ava 500 Cloud Service server is assigned to at least one site database. Until that final step is performed, remote users cannot choose a destination for a meeting. Configuring and Managing the Cisco EX60 During installation, the Ava 500 s Cisco EX60 is configured to match the customer s video conferencing system configuration requirements. A few values are specific to the Ava 500 s mode of operations, and should not be changed. The following references refer to pages on the Configuration tab, System Configuration panel of the web interface. For additional security and to prevent non-ava 500 messages from appearing on-screen, in the Conference section: DoNotDisturb Mode = On AutoAnswer Mode = Off For additional security, unless the EX60 is to be managed through TMS, in the Network Services section: SNMP Mode = Off To suppress the Not connected to touch controller message: In the Video section, OSD MenuStartupMode = Home and AutoSelectPresentationSource = Off The EX60 is firewalled behind the NAT on the base. These settings in the H323 section are required to support that configuration: NAT Mode = On NAT Address = The IP address assigned to the Ava 500 when it connected to the WLAN If corporate policies require an administrator password to access the EX60, this password needs to be configured on the base CPU as well. The password should be set not to expire. Contact Technical Support before changing the administrator password on the EX60. If the password is changed without a corresponding change to the base CPU configuration, the Ava 500 will no longer function. Version Page 23

28 System Configuration To access the Cisco EX60 s web configuration interface, enter: where Ava500IPAddress is the address provided to the Ava 500 when it is configured to connect to the WLAN. Configuring the Ava 500 App The irobot Ava 500 Control Application is compatible with any platform that supports ios version 7 or higher. Users must be configured in the Ava 500 Cloud Service before they can use the Ava 500 App. The IT Administrator can manage users through the Ava 500 IT Administrator Console. An instruction sheet is provided in Appendix A to send if users are going to download and configure the App themselves. First Time Installation To configure the Ava 500 App on the ipad or iphone for the first time, first download the Ava 500 App from the App Store, and then include a reference to the Ava 500 Cloud Service server in the ipad settings. 1. In the App Store, tap the search box in the upper right hand corner and search for Ava Tap the irobot Ava 500 App and install it. An Apple ID is required. 3. Tap the Ava 500 icon to start the application. 4. Enter the Ava 500 Cloud Service Hostname and the Username and Password. The Cloud Service Hostname is only entered once on the initial login. 5. To skip the login dialog in the future, go to the App Settings and set Automatically Log In to On. If company policies permit calendars to be replicated to remote devices, the Ava 500 App scheduling function can be configured to read in an external calendar (Mac OS or Microsoft Outlook/Exchange). Meetings scheduled in the external calendar then appear in the Ava 500 App, with a + in the box if an Ava 500 is available for that meeting. The user can then easily schedule an Ava 500 session for the meeting time. To configure the Ava 500 app to display external calendar meetings: 1. Link the external calendar to the device calendar using standard corporate procedures. Version Page 24

29 System Configuration 2. Go to the device Settings app (not the Ava 500 App Settings) > Privacy > Calendars and set Ava 500 to On. Beginning with ios 8 you can also set this in device Settings > Ava 500. Ava 500 sessions are not replicated up to the external calendar, nor is the Ava 500 configurable as a resource in the external calendar. Updating the Ava 500 App from 1.0 to 1.1 or Higher 1. Download the new version of the App. This may happen automatically if the device is configured for automatic downloads. 2. The Ava 500 Cloud Server Hostname is already set and does not have to be re-entered at login. However, users do have to login with both their user name and password, even if their password had been saved in the earlier version. 3. If the user had Save password to keychain set to On in the earlier version, after they log in to the new version for the first time they will not see the login dialog again. 4. If the user had Sync Calendars set to on, the Ava 500 Calendar Privacy settings in the ipad Settings app will be on. Version Page 25

30 Software Upgrades Software Upgrades A maintenance agreement must be maintained for both the Ava 500 and the Cisco EX60. Ava 500 Robot Upgrades to the Ava 500 robot software are pushed to the Ava 500. During the upgrade process, the Ava 500 may be unavailable for use for a time, and may need to be rebooted. Upgrades are coordinated between the customer and Technical Support to ensure that interruptions are minimized. Ava 500 Cloud Service If the Ava 500 Cloud Service software needs to be upgraded, the outage times will be communicated to the customer. Outages will be kept to a minimum and occur off-hours as much as possible. Ava 500 Control Application If an upgrade to the Ava 500 App has significant feature changes, irobot supplies release notes detailing the nature of the changes and the impact on the remote user. ipad application upgrades can be either automatic or manual. Set up Automatic Upgrades 1. Tap the Settings icon on your ipad. 2. Tap the itunes & App Store entry in the Settings column on the left. 3. On the right side, tap the Upgrades switch to change it to on ( ). 4. Press the Home button to go back to the ipad home page. Use Manual Updates A number in a red circle will appear in the right hand corner of the App Store icon. This number tells you how many of your apps have updates. 1. Tap the App Store icon. 2. On the Upgrades list, tap the Ava 500 App upgrade notification. The upgrade will download. Version Page 26

31 Cisco EX60 Software Upgrades The Ava 500 base software and the Cisco EX60 software version must be compatible. During the implementation process any compatibility issues will be discussed, and on installation the EX60 software may need to be downgraded to a compatible version. Compatible versions as of this release are: TC6.3.2 TC6.3.1 TC6.0.1 Do not update Cisco EX60 software without consulting Technical Support to verify that the new version is compatible. Version Page 27

32 Site Changes After Installation Site Changes After Installation During installation, the installer guides the Ava 500 around the site so that it can create an internal map of the site. This internal map is then paired to the map graphic that forms part of the Ava 500 App interface. Finally, destinations and preset locations/orientations within destination spaces are created. The Ava 500 can then follow user commands to autonomously drive to the defined destinations and presets and return to its charging station. Furthermore, the remote user s experience with the application interface corresponds to the physical reality of the site. Changes to the site after installation is complete require parallel changes to one or more aspects of the map in order to maintain full functionality. Site changes are classified as: Name changes Destination or preset changes Layout changes For all changes, contact Technical Support. The work required to implement the change is described below. Name Changes A name change is simply a change to the name of a destination or a location on the map. For example, John leaves the company and Susan moves into John s office. Susan s office is still a destination. All that needs to change is the name of the destination, from John s Office to Susan s Office. In order to help remote users orient themselves on the application map, a few locations are named in the map graphic itself. Typically these are restricted to large spaces ( Lobby or Cafeteria ) whose names are unlikely to change. If one of these names must be changed, irobot support can modify the underlying map graphic. Destination or Preset Changes Destination changes include adding or removing destinations or presets within the current mapped area, or relocating existing destinations or presets. Examples of destination changes include: John leaves the company and his office is no longer a destination. The destination should be removed from the destination list. A change in her responsibilities means that Mary s office, which is within the mapped area, should be added to the destination list. A new conference room table is purchased, with a different shape than the one present during mapping. The Ava 500 s participant preset at the table needs to be moved. If the change is to add or move a destination or preset, irobot can make the change remotely. Version Page 28

33 Layout Changes Site Changes After Installation A layout change could be anything from changing the partitions in a block of cubicles to a complete reconstruction of an area. Layout changes without corresponding changes to the robot s map may cause the Ava 500 to not perform effectively. If layout changes to the Ava 500 s site are planned, the customer must provide a PDF of the revised floor plan. This will serve as the basis for planning discussions. An irobot engineer evaluates the change and determines what is required to accommodate it. In the event of significant changes, the customer is asked to appoint a project manager to work with irobot to define the requirements for the revised map, coordinate on-site mapping, and verify that the requirements have been met. The nature of the layout changes determine both whether or not the Ava 500 can remain operational, and the scope of the mapping update. For example: The change will have only a minor effect on the Ava 500 s operation. While the space is under construction, the Ava 500 remains operational. irobot may mark the work area on the robot s internal map, so that the Ava 500 does not try to drive into it. One or more destinations may not be available. Once construction is complete, irobot can update the map remotely. The change will have a significant effect on the Ava 500 s operation, but is restricted to part of the site. The Ava 500 s charging station location as well as some of its destinations and the paths to them are all unchanged. The construction does not affect wireless access coverage. While the space is under construction, the Ava 500 remains operational in the unaffected area. irobot marks the work area so that the Ava 500 does not try to drive into it. Destinations and presets in the work area are removed and the work area is masked off in the application map. Once construction is complete and the new destinations and presets have been defined, irobot will map the changed space. This may require an engineer on site. The change will have a significant effect on the Ava 500 s operation and impacts the entire site. While the space is under construction the robot should be taken offline and stored. The site is no longer available through the Ava 500 App. A new charging station location may be required. If the wireless infrastructure is also being changed, irobot will determine if a change to the robot configuration is required. Once construction is complete and the new destinations and presets have been defined, irobot will send an engineer on site to map the site and reconfigure the robot if needed. After mapping is complete, the Ava 500 is returned to service and remote users once again have access to the site. During construction, dust and debris may accumulate on the Ava 500 s sensor lenses and LIDAR lens. This can potentially interfere with the robot s operation. If the Ava 500 is to remain operational during construction, once a week the Ava 500 s caretaker should use a Swiffer 360 to dust the sensor lenses and the LIDAR lens. If You Are Moving Contact Technical Support at least four weeks before the move and provide a PDF of the new site layout. irobot can consult with you about the best location for the charging station and how to address any operational challenges at the site. irobot will also schedule a time to map the new location and work with you to get the Ava 500 ready for transport. Version Page 29

34 Site Changes After Installation You cannot transport the Ava 500 with its batteries installed. The batteries must be removed, and then packed and shipped by people certified in hazardous materials handling. Version Page 30

35 The Administrator Console The Administrator Console The Ava 500 Administrator Console is a web-based application that allows the IT administrator to check the Ava 500 s status, modify Ava 500 user information, and monitor reservations. To open the application, enter the following address in Google Chrome, Firefox, or Safari: where CloudServiceAddress is the string provided during implementation. The Ava 500 IT Administrator Console is not compatible with Internet Explorer 8 and below. A username and password are required to access the application, and are provided when the Ava 500 has been installed. These cannot be changed through the Administrator Console. If the IT administrator is also set up as an Ava 500 App user, the username and password for the Administrator Console are different from the username and password for the Ava 500 App. When the IT Administrator logs into the Administrator Console, the Console main menu is displayed (Figure 9). Figure 9. Ava 500 Administrator Console Main Menu Click ROBOTS to see information about the robots installed for this customer. Click SESSIONS to see a list of scheduled and in-progress sessions. Click USERS to see a list of Ava 500 App users, modify user information, and add users. Version Page 31

36 The Administrator Console The screens for all three share several standard functions (Figure 10): Click to return to the main menu Change the number of items to display Click to refresh the contents of the display Click on any column to change the sort order of items Enter a string to search on all information displayed Click to move between pages of items Robots The Robots screen in showed in Figure 11. Figure 10. Administrator Console Standard Functions Figure 11. Robots Screen Name: Robot serial number. Status: A single status is displayed (see Table 2 for more information and recommended actions). Software: Core software version. Site: The operating area of the robot. Version Page 32

37 The Administrator Console Battery: Battery charge percent over all functional batteries. The Ava 500 contains four batteries. In general the battery charge will be roughly the same in all four. However, the charge percent is based on the average. For example, if two batteries are 80% charged and two are 70% charged, the charge percent reports as 75%. If one battery is not charging, the battery charge percent will report 100% when the remaining three batteries are fully charged. Table 2. Robot Health Statuses Icon Status Messages Ava 500 Displays Notes In use by <user> The video conference A session is in progress. Docked Idle Stop button engaged Docked, low battery Low battery Hardware issue: <device> (where device is: CameraTilt, DriveMotors, VOIP, zlift, other) irobot Ava 500, LEDs slowly brighten and fade white Various, including Driving to Destination, Waiting for Next Session, Returning to Charging Station. LEDs are solid white, unless the Ava 500 requires assistance when they will flash yellow. Stop button engaged, LEDs are solid red. irobot Ava 500, LEDs slowly brighten and fade white Various, including Returning to Charging Station. LEDs are solid white. Varies The robot is engaged with the charging station. Away from charging station, but not in session (for example, waiting for the user to sign in). Available batteries are at least 25% charged. Someone has pushed the stop button. The robot cannot be used until the stop button is released. Recommendation: Contact the robot s Caretaker and find out why the stop button has been pushed. Robot is engaged with its charging station and available batteries are less than 15% charged. Robot is not engaged with the charging station and available batteries are less than 15% charged. One or more of the robot s internal components is reporting a warning. Recommendation: If VOIP, the base CPU has lost connection to the EX60. Check for the addition of or change to an administrator password on the EX60. Version Page 33

38 The Administrator Console Icon Status Messages Ava 500 Displays Notes Disconnected Connection issues: Not connected to management server, LEDs generally solid or breathing white. May alternate with the display Assistance required: Not localized on map. The Ava 500 Cloud Service is no longer in contact with the robot. The status clears when the robot is again in contact. Recommendation: Have the Caretaker engage the stop button, return the robot to its charging station location, release the stop button, engage the robot with the charging station, and see if the problem persists. Hardware fault: <device> (where device is: BaseBoard, CameraTilt, DriveMotors, IMU, Laser, PanControl, 3D Sensor 1, 3D Sensor 2, 3D Sensor 3, Sonar, zlift, other) Not localized on map Assistance Required: Disabled due to hardware fault, LEDs are flashing red. Assistance required: Not localized on map (without a connection issue message) One or more of the robot s internal components is reporting a failure that prevents the robot from operating. If multiple components report a failure, the application displays the first one in alphabetical order. Recommendation: Wait for a few minutes to see if the fault clears. If the fault is in PanControl, have the Caretaker check to see if the sensor band has been immobilized in some way. If the fault is in Sonar, determine if any sonar device, such as a motion sensor, is operating in the area. If yes, contact Technical Support. The robot s map can be annotated to address this. The robot is connected to the Ava 500 Cloud Service but its location is unknown. This may be due to a change in the physical configuration of the space, to someone having moved the robot off its mapped area, or to an underlying physical issue. Recommendation: Have the Caretaker find the robot, engage the stop button, push it back to its charging station, release the stop button, and then engage the robot with the charging station. Wait a minute or two. Often the robot will relocalize. Version Page 34

39 Sessions The Sessions screen is shown in Figure 12. The Administrator Console Figure 12. The Sessions Screen Current and future sessions are shown, with scheduled duration, username, session info, site, and status. Possible statuses are: RESERVED: The Ava 500 Cloud Service is managing a reservation for this session. DISPATCHED: The Ava 500 Cloud Service has dispatched a robot to this reservation s destination. ARRIVED: The robot has arrived at the reservation destination and is waiting for the user to check in. IN SESSION: The user has checked in and is in session with the robot. UNCLAIMED: The user has failed to check in for a scheduled reservation within 15 minutes. The robot is released for other users. Click to delete a session, for example if an employee has left the company or if a session needs to be terminated. The action is immediate and cannot be reversed. Version Page 35

40 Users The Users screen is shown in Figure 13. The Administrator Console Click to add a new user Click to view and change the details for that user Figure 13. The Users Screen Version Page 36

41 The Administrator Console The expanded details for a user are shown in Figure 14. Figure 14. User Details Click to undo changes. Username: The username, which is assigned when the user is created, is displayed on the Ava 500 when, for example, the robot is waiting for a session with the user, and is used to sign in to the Ava 500 App. It cannot be changed. Usernames must be 3-20 characters and cannot contain special characters other than _. Enabled: When checked, the user can log into the Ava 500 App. Uncheck to disable a user. You cannot delete a user. First Name and Last Name: Used for tracking only. The user s address, used to qualify an Ava 500 App request for a forgotten username or password. New Password: Passwords of at least 8 characters, including at least one number, are encouraged. Functionality is provided to auto-generate a strong password. You can hide or show the password as you enter it. Users can also change their passwords in the Ava 500 App. Version Page 37

42 The Administrator Console Video Endpoints: Each video endpoint is made up of an address and a label. The address is the H.323 or SIP dialing address. The label is the user-friendly endpoint name that is displayed to all users when they select an endpoint, for example Main Conference Room or Bob s office. Click Add to add an additional endpoint. Click next to an endpoint to delete it. Users can also add endpoints in the Ava 500 App. Beginning SIP dialing addresses with SIP: produces optimal results. Sites: If you have multiple Ava 500 sites, or operating areas, users can be restricted to certain sites. A user must be authorized for at least one site in order to use the Ava 500 App. The user cannot be authorized to access a site until the map for that site is completed. The same information is required after you click ADD USER to add a new user (Figure 15). Figure 15. The Add User Dialog Click in the Video Endpoints box to add a new endpoint, after which the Address and Label fields are displayed. Version Page 38

43 Troubleshooting Version Page 39

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45 Rebooting the Ava 500 This section is intended to help you quickly solve simple problems. The following information is included: Rebooting the Ava 500: Standard instructions for performing a full reboot of the system. These instructions are also included on the Ava 500 Caretaker s Poster. Understanding Ava 500 Availability: Details on when the Ava 500 becomes unavailable and behavior at the end of a session. Remote User Symptoms: Solutions to potential situations reported by a remote user. Local Symptoms: Solutions to situations that arise on the Ava 500. Rebooting the Ava 500 Some problems in the field can be resolved by rebooting the Ava 500. Only reboot the Ava 500 when instructed to do so by Technical Support. The following instructions are also provided on the Ava 500 Caretaker Poster. The front of the poster does not illustrate the location of the power button and the rocker switch, to minimize the chance that someone will turn the Ava 500 off. The power button is in the service compartment on the back of the robot; the rocker switch is under the top plate beneath the service compartment (Figure 16). The rocker switch on/off positions are mirrored on the sticker on the bottom plate beneath the switch. Power button Rocker switch location (switch not shown) Figure 16. Ava 500 Power Controls Version Page 41

46 Rebooting the Ava If the robot was not at the charging station, push it back to its charging station. 4. If the stop button was engaged, release it. If you forget to release the stop button, when you turn the Ava 500 back on the EX60 will not raise and lower and the robot will display a hardware fault. You must then release the stop button and repeat the reboot procedure. 5. Engage the robot with the charging station. Engaging the robot with the charging station before you turn it on allows it to locate itself on its internal map as it reboots. 6. Open the service compartment on the back of the base and press the power button for approximately two seconds, until you hear the EX60 drop. Wait for the fans and base LEDs to turn off (up to 10 seconds). 7. Flip the rocker switch in the top LIDAR plate on the back of the robot to the Off position. 8. Wait for 15 seconds. 9. Flip the rocker switch to the On position. 10. Press and hold the power button in the service compartment for approximately two seconds to turn power on to all robot systems. After you release the power button, verify that the white power light on the lower left corner of the Cisco EX60 is on. It may take two minutes or more for the system to turn on fully. While the system is booting up, the EX60 will be raised and lowered on the Z-lift, the LEDs will flash green, and the camera light on the EX60 will flash orange. Until the system is fully reconnected you may see Not Localized on Map and Not connected to Management Server alternately displayed on the EX60. Once the system has finished booting, if the Ava 500 is fully connected with all systems and is not experiencing any internal problems, the display is the generic Ava 500 banner, and the LEDs are cycling in their breathing white charging configuration. The robot LEDs may briefly flash red as the robot reboots, indicating a transient health fault. If the LEDs continue flashing red after the robot appears to be fully rebooted, wait for approximately 5 minutes. If the health fault was in a 3D sensor module, the robot will reboot itself a second time to attempt to clear the fault. If the hardware fault does not clear, make absolutely sure that the stop button is not engaged. Version Page 42

47 Understanding Ava 500 Availability Understanding Ava 500 Availability The Ava 500 s availability for a new session and behavior as a session is about to end depends on other sessions that may be scheduled and the number of robots in the pool, as well as the remaining battery power. In all cases, if the Ava 500 Cloud Service battery monitoring software indicates that insufficient battery power remains to either extend or schedule an adjacent session, that Ava 500 is removed from the available robot pool. When a remote user schedules a session, a resource must be available for the full duration of the schedule request (one hour by default). Otherwise the calendar indicates no robot is available. If the remote user has scheduled a session, and has not checked in to the session 15 minutes after the session was scheduled to begin, that Ava 500 is released for use. It will return to the charging station, but a new session can be initiated with it at any time, even while it is travelling. If the remote user attempts to check in after the 15 minutes has expired, the App displays, Attempting to satisfy late check-in for reservation.. while availability is assessed. If a session is terminated through the IT Administrator Console, that robot is once again available for use. Immediate Session (Teleport Now) Behavior If a remote user begins an immediate session, the default duration is one hour. However, if a robot is not available for the full hour but one is available for more than 10 minutes, the immediate session will begin but with a shorter duration. The end of session warning behavior then proceeds as indicated under Active Session Behavior below. An Ava 500 is committed to a scheduled session 10 minutes before the session is due to begin. At that time it is removed from the resource pool and cannot be used for an immediate session. In this 10 minute period the Ava 500 leaves for the session destination and the remote user can check in to the session. Active Session Behavior Once in a session, the remote user can get an end of session warning. Whether or not the warning is displayed/sounded and the amount of advanced notice to provide are configured in the Ava 500 Settings > Teleport Preferences. The default is five minutes before the end of session. The audible warning sounds even if the device s display is off, as long as the App is in an active session and the display was turned off while the user was on a session interface. The warning does not sound/display unless the user is in a session interface. The audible warning does not sound if the device has been muted. The Ava 500 App keeps the display on at all times, but the user can turn the display off by closing the device cover or pressing the power button. Version Page 43

48 Understanding Ava 500 Availability If no session is scheduled for at least 15 minutes after the current session is due to end, the following scenarios can occur. These examples assume there is only one robot in the pool. The remote user is in the session and extends the session either in response to the end of session warning or proactively through the session timer. The amount of time available for the extension depends on future scheduled sessions. For example, if the current session is due to end at 10:00 and another session is scheduled to begin at 10:30, the user can extend the session for 30 minutes. The remote user is in the session but either ignores the end of session dialog and warning tone or does not have the end of session warning turned on. The session automatically extends for 15 minutes. The remote user leaves the active session interface in the App, for example to check , then re-enters the App but does not resume the session. The session automatically extends 15 minutes. The remote user leaves the App and does not re-open it. The session ends at the scheduled time. In the single robot example, if a session is scheduled to begin within 15 minutes of the end of the current session, the session will always end on schedule. If the remote user attempts to extend the session proactively, the response indicates that no more time is available. Similarly, the end of session warning does not offer the option of extending the session, but indicates that the session is about to end. Version Page 44

49 Remote User Symptoms Remote User Symptoms Cannot Log In 1. Make sure that the problem is not with the user s username or password. 2. Using the Safari application on the ipad, can the user browse to a website external to your network? Yes: Go to step 3. No: Problem is with wireless connectivity from the ipad, either because of ipad issues or local network issues. 3. Can you connect to user information through the Administrator Console? Yes: Contact Technical Support for additional diagnostic help. No: Notify Technical Support that the Ava 500 Cloud Service may be down. Verify the problem goes away when the Ava 500 Cloud Service is up. Cannot see the map in the App interface The user may have stayed in the App interface overnight. Have the user go to Settings and log out of the application, then come back in. If this does not solve the problem, have the user force the Ava 500 App to close (instructions at If the map still doesn t load, contact Technical Support. When a session starts, the video conference call is not established If the robot is initiating the video conference, the App has a Dialing. notification. 1. Is the video endpoint powered on and able to receive a call? Yes: Go to step 2. No: Have the user correct the issue with the video endpoint, and then click Reconnect Video on the Ava 500 App. Verify the video conference begins. 2. Have the user click Reconnect Video and verify that the address the Ava 500 is attempting to dial is correct. Yes: Go to step 3. No: Have the user select right address or add right address manually by using the Add feature. Verify the session begins. 3. Have someone else at company attempt to initiate a video conference with that endpoint. Is that attempt successful? Yes: Contact Technical Support. No: Go to step 4. Version Page 45

50 Remote User Symptoms 4. Restart the video endpoint either by restarting the client application on the user s computer or by restarting the video endpoint device. Does the session begin? Yes: Problem solved. No: Contact Technical Support. No video at the remote user s video endpoint 1. Have someone in the meeting check to make sure that the privacy cover on the Ava 500 s camera is not closed or otherwise obstructed. Yes: Open the cover or remove the obstruction. No: Go to step Have the remote user restart his or her video endpoint. Yes: Problem solved. No: Contact Technical Support. Video quality is poor Diagnosing video quality problems requires determining whether the problem is restricted to only when travelling, to a particular area in the site, or is consistent. 1. If the problem is only during travel, is always during travel? Yes: This points to a mechanical issue with the robot caused by excessive or abnormal vibration. Contact Technical Support for further diagnostics. No: Go to step Is the problem always at a certain part of the building? Yes: This points to an environment cause, such as a problem with handoff between access points. Evaluate authentication server logs for additional information. Contact Technical Support for additional assistance. A temporary keep out zone can be defined on the map so the Ava 500 will not drive into the problem area. No: If poor quality is intermittent and random, the problem becomes difficult to diagnose. Contact Technical Support 3. Is the problem constant? Yes: This points to a potential problem with video conferencing infrastructure. Follow standard diagnostic procedures to trace. No audio If the remote user cannot hear at all: 1. Have someone in the meeting check to see if the Ava 500 mute button is on. Yes: Turn it off and verify that the problem is solved. No: Go to step 2. Version Page 46

51 Remote User Symptoms 2. Is the remote user sure their sound is on? Yes: Contact Technical Support. No: Have them turn it on and verify that the problem is solved. Version Page 47

52 Local Symptoms Local Symptoms Volume and Mute Behavior The volume on the Ava 500 is managed through the control panel on the torso. The remote user cannot change the local volume. Although the local volume can be adjusted through the EX60 web interface, the adjustment is not persistent. It is overridden by changes made through the control panel. Furthermore, the volume does not readjust when the session ends. It remains at the last setting until it is changed. Mute remains on until the next video conference call begins. The LEDs are flashing red, and the display says Assistance Required: Disabled due to Hardware Fault If the fault is in PanControl, have the Caretaker check to see if the sensor band has been immobilized in some way. If the fault is in Sonar, determine if any sonar-emitting device, such as a motion sensor, is operating in the area. If yes, inform Technical Support. The robot s map can be annotated to address this. Otherwise, contact Technical Support, and provide them with the module reporting the fault from the IT Administrator s Console. You may be asked to reboot the robot before Technical Support goes into a more detailed analysis of the problem. The Ava 500 display reads Connection Issues: Not connected to management server The display may alternate with Assistance Required: Not Localized on Map. This problem can have a variety of causes that generally fall into one or more of four areas: A problem internal to the robot, for example the WGB has failed in some way A problem with the customer s environment, for example the wireless network is down or one part of the site has weak access A problem with the handshaking or authentication, for example a certificate or a password expires A problem with the Ava 500 Cloud Service, for example the server is down Technical support will walk you through this diagnostic tree. However, in many cases you will need to do further diagnostics on your wireless infrastructure. You may be able to save some time by doing the preliminary diagnostics yourself. When the installation was designed, the charging station was located in an area with strong wireless connectivity. The charging station can therefore be used as a testing base. 1. Have the Caretaker push the robot back to its charging station and verify that the robot is powered on. Does the problem clear? Yes: To verify that the problem is solved, have a remote user drive the robot to a destination, then end the session. Verify that the robot returns to the charging station. If the fault does not recur, problem solved. If the fault recurs, go to step 2. No: Go to step 3. Version Page 48

53 Local Symptoms 2. If the robot is connected at its charging station, but loses connectivity elsewhere, determine if the problem happens reproducibly at the same location. Yes: This points to an environmental cause, such as a problem with a particular access point or poor coverage in a certain area. Contact Technical Support, however you will likely be asked to do some additional systems evaluation. No: If the loss of connectivity is apparently random, contact Technical Support. 3. Verify that the wireless network is up. Yes: Go to step 4. No: Verify connectivity after the network is up. Test as in Step Verify that nothing in the wireless handshaking/authentication chain has changed. Has a password or a certificate expired? Yes: An update to the robot s WLAN configuration is needed. Contact Technical Support. No: Go to step Verify that the irobot Ava 500 Cloud Service is available by trying to connect through the IT Administrator Console. Yes: The problem is between the robot and the WLAN. Contact Technical Support for further diagnostic assistance. No: Contact Technical Support. Verify the problem is resolved once the Ava 500 Cloud Service is restored. The Ava 500 display reads Assistance required: Not localized on map This message may alternate with Connection issues: Not connected to management server when the Ava 500 is not connected to the Ava 500 Cloud Service. Use this diagnostic tree if this is the only display: 1. Have the Caretaker report where the robot was located when the problem occurred. The Caretaker should engage the stop button on the robot, push it back to the charging station, release the stop button, and then engage the robot with the charging station. Wait a minute or two. Does the message clear? Order is important. If the stop button is released while the robot is engaged with the charging station, the robot must be rebooted. Yes: The immediate problem is solved. If the problem recurs, contact Technical Support. No: Contact Technical Support. The Ava 500 appears to be without power Diagnosing this problem requires determining if the Ava 500 s batteries are failing to charge, and if so, if that problem is internal to the Ava 500, with the charging station, or with the facility. In order to follow the full diagnostic tree, a power cord is required to connect the Ava 500 directly to a socket. The Caretaker should have the modular power cord that came with the Cisco EX60. It can be used for this purpose. Version Page 49

54 Local Symptoms 1. Is the Ava 500 connected to its charging station and powered on? Yes: Contact Technical Support. No: Have the Caretaker engage it with its charging station and make sure that the rocker switch is on. Does it then appear to have power (LEDs flash)? If the LEDs flash but the EX60 is not on, have the caretaker press the power button in the service compartment for approximately 2 seconds or until the white power light on the EX60 is on. Yes: If the Ava 500 appears to have power, after an hour, verify that the Ava 500 drives to a destination and returns. Yes: The Ava 500 had run out of power. Problem solved. No: The Ava 500 s batteries are failing to charge. Contact Technical Support. No: If the Ava 500 does not show any indication of being powered on, contact Technical Support. Version Page 50

55 Appendix A: Support Materials Appendix A: Support Materials The information provided in this appendix is designed to be provided to remote users, new Ava 500 Caretakers, and people working at the Ava 500 site during initial mapping and configuration. The sheets include: Ava 500 Caretaker Poster Ava 500 Setup and Configuration handout The Ava 500 Remote User Guide is available at This link is also provided on the Configuring the Ava 500 App handout. Version Page 51

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57 Caretaker Information If no-one is using the Ava 500, the screen displays status information or a banner image. Otherwise it shows the remote user. People in the meeting with the Ava 500 can use the volume/mute buttons to change the speaker volume or mute the microphone The Ava 500 sees through sensors in this black band and in this gap. Do not touch the sensors or push or turn the sensor band. LEDs in this gap change color and are either steady or blinking depending on the Ava 500 s state. The remote user sees through the camera when in a session with the Ava 500. The camera cover should always be open. Push the stop button to prevent the Ava 500 from moving. Twist clockwise to release. The LEDs are solid red when the stop button is engaged. Do not release the stop button while the Ava 500 is engaged with the charging station. Always use the handle to push or pull the Ava 500. Do not try to lift the Ava 500 by the handle or any other part. Open the service compartment if you are instructed to reboot the Ava 500. The Ava 500 engages with its charging station through the charging plate. Do not put your foot on it when you are moving the Ava 500. If the LEDS are Solid white Flashing yellow Solid red Flashing red Fast brightening/fading white Slow brightening/fading white Flashing green It means the Ava 500 is Traveling or waiting for an obstacle to clear. Going through a door or waiting for a door to open. Motionless with its stop button engaged. It will not move in this condition. Experiencing a system problem. It will not move in this condition. Connected to its charging station. Idle. Rebooting. For support, contact: 10/10/14

58 Caring for the Ava 500 Ava 500 Caretaker Information Once a month, use the lens cloth in your accessory bag to gently wipe the sensors in the black sensor band, the EX60 screen, and the camera lens. The Ava 500 needs room around its charging station in order to recognize it and engage with it. Keep the space for 18 on either side of the charging station completely clear. Even the leaves of a plant may cause problems. Do not let anyone decorate the Ava 500. Anything in front of or around its sensors can cause problems. Ask everyone in meetings with the Ava 500 to let the Ava 500 leave the meeting first. If it gets closed in a conference room it cannot be used by anyone else and will eventually run out of power. If you have to move the Ava 500 for anything other than a system problem (indicated by flashing red LEDs), push the stop button. Then use the Ava 500 s handle to push or pull it. Do not ever push the Ava 500 on its black sensor band or with your foot against its charging plate. The Ava 500 is a little harder to push with the stop button engaged, but it prevents a remote user from trying to use the Ava 500 while you are trying to move it. Release the stop button before engaging the Ava 500 with its charging station. Solving Problems For this symptom A remote user can t see A remote user can t hear The Ava 500 is stopped and displaying an error, or has no power Try doing this Have someone in the meeting check to see if the camera cover is closed. Have someone in the meeting check to see if mute is on. Take it back to its charging station, turn it around, and gently push it up against the station until you hear a click as the relays engage. Then contact support. Rebooting Do not reboot the Ava 500 unless you are asked to. To reboot the Ava 500: 1. Release the stop button if it is pushed in. Be sure to do this before the robot is on the charging station. 2. Engage the Ava 500 with its charging station otherwise the Ava 500 will not know where it is when it reboots. 3. Open the service compartment door on the back of the base and press the power button. You may see lines of text scrolling down the EX60 s screen before it turns off. Wait for the fans and base LEDs to turn off (up to 10 seconds). 4. Flip the rocker switch in the back under the top gap plate to the Off position and wait for 15 seconds. 5. Flip the rocker switch to the On position. 6. Press the power button in the service compartment for approximately two seconds to turn power on to all robot systems. 7. Close the service compartment door. While the system is booting up, the EX60 will be raised and lowered on its lift, the LEDs will flash green, and the camera light on the EX60 will flash orange. You may see Not Localized on Map and Not connected to Management Server alternately displayed. It may take two minutes or more for the system to turn on fully. Once the Ava 500 has finished booting, if it is fully connected and is not experiencing any internal problems, the display is the generic Ava 500 banner, and the LEDs are cycling in their charging configuration. 10/10/14 Page 2

59 You will need: A video endpoint A control device (ipad or iphone) Access to the Internet Settings and login information from your IT Administrator If you are new to the ipad or iphone: Setup and Configuration page 1 If you are familiar with the ipad or iphone: 1. Go to the App Store. 2. Search for Ava Download the Ava 500 App and open it. 4. Type in the Ava 500 Cloud Service Hostname, and log in. Make sure your video endpoint is on and ready to receive a call Tap Search and enter Ava 5. Make sure your video endpoint is on and ready to receive a call. On your device, tap the App Store icon. In Results, tap the Ava 500 app. 4 Download the 5 6 Ava 500 App. If you do not have an Apple ID, Tap OPEN. tap FREE to download the Ava 500 App, then create an ID. Note that None is one of the payment options. Type in your Ava 500 Cloud Service Hostname, Username, and Password, and tap Submit. For details on creating an Apple ID: For some basics on using the ipad touch screen: How-to-use-the-ipads-touchscreen-interface v /10/14

60 Setup and Configuration page 2 In the Ava 500 Control App, tap to enter the settings interface. On the iphone, the icon appears on the main menu. Account Information To skip the sign-in page, tap the Automatically Log In? switch to turn it on ( ). Video Addresses are endpoints that the Ava 500 can call. Tap Add Address to add a new address. Slide an address to the left to delete it. Display name: Shows on the Ava 500 information displays. Video address: Provided by your IT department Default: Where the Ava 500 will call you unless you change it on reservation or check-in. Tap an address and then tap the default switch to set a new default address. Calendar Preferences If meetings show in the device calendar, you can also show them in the Ava 500. Go to Settings app on your device. Tap Privacy > Calendars and turn Ava 500 on. Teleport Preferences End Session Alert: Tap how far in advance you would like to be notified that a session is going to end. The default is 5 minutes. Notification is with a visible end of session dialog and an audible signal, as long as you are in one of the two session screens. The audible signal does not sound if the device s sound has been turned off with the device s mute button. v /10/14