iRobot Ava 500 Service manual

IT Administrator’s
Guide
Version 1.2
January 24, 2015

© 2014, 2015 iRobot Corporation. All Rights Reserved.
iRobot and Ava are registered trademarks of iRobot Corporation.
iPad and iPhone are registered trademarks of Apple, Inc.

Version 1.2 – 012415 Page i
iRobot Proprietary
Table of Contents
Introduction ............................................................................................................................... 1
Conventions................................................................................................................................................ 1
Comments and Suggestions....................................................................................................................... 2
New in This Revision ........................................................................................................................................ 2
Ava 500 Overview ..................................................................................................................... 5
About the Ava 500...................................................................................................................................................7
Ava 500 System Infrastructure ........................................................................................................................ 8
How the Ava 500 Works .................................................................................................................................... 9
The Ava 500 Cloud Service ............................................................................................................................ 10
Components and Terminology..............................................................................................................................11
External Components ..................................................................................................................................... 11
Internal Components ...................................................................................................................................... 13
Configuration and Maintenance ............................................................................................ 15
Data Communications and Security......................................................................................................................17
Data Communications .................................................................................................................................... 17
Wireless Configuration ................................................................................................................................... 19
Aruba ............................................................................................................................................................. 19
Cisco ............................................................................................................................................................. 19
Wireless Encryption ........................................................................................................................................ 20
Wireless Authentication ................................................................................................................................. 21
Proxy Support .................................................................................................................................................. 22
System Configuration............................................................................................................................................23
Configuring and Managing the Cisco EX60 .................................................................................................. 24
Configuring the Ava 500 App ......................................................................................................................... 25
First Time Installation .................................................................................................................................. 25
Updating the Ava 500 App from 1.0 to 1.1 or Higher................................................................................ 26
Software Upgrades ...............................................................................................................................................27
Ava 500 Robot ................................................................................................................................................. 27
Ava 500 Cloud Service .................................................................................................................................... 27
Ava 500 Control Application .......................................................................................................................... 27
Set up Automatic Upgrades ........................................................................................................................ 27
Use Manual Updates .................................................................................................................................... 27
Cisco EX60 ....................................................................................................................................................... 28

Version 1.2 – 012415 Page ii
iRobot Proprietary
Site Changes After Installation..............................................................................................................................29
Name Changes ................................................................................................................................................ 29
Destination or Preset Changes ...................................................................................................................... 29
Layout Changes .............................................................................................................................................. 30
If You Are Moving ............................................................................................................................................ 31
The Administrator Console ...................................................................................................................................32
Robots .............................................................................................................................................................. 33
Sessions ........................................................................................................................................................... 38
Users ................................................................................................................................................................. 39
Troubleshooting ..................................................................................................................... 43
Rebooting the Ava 500 .........................................................................................................................................45
Understanding Ava 500 Availability......................................................................................................................48
Immediate Session (Teleport Now) Behavior ............................................................................................... 48
Active Session Behavior ................................................................................................................................ 48
Remote User Symptoms.......................................................................................................................................50
Cannot Log In............................................................................................................................................ 50
The App does not respond........................................................................................................................ 50
When a session starts, the video conference call is not established........................................................ 50
No video at the remote user’s video endpoint .......................................................................................... 51
Video quality is poor.................................................................................................................................. 51
No audio.................................................................................................................................................... 51
Ava 500 is not currently accessible........................................................................................................... 51
Ava 500 is not available............................................................................................................................ 52
Local Symptoms....................................................................................................................................................53
The Ava 500 display reads “Connection Issues: Not connected to management server”........................ 53
The LEDs are flashing red, and the display says “Assistance Required: Disabled due to
Hardware Fault” ........................................................................................................................................ 54
The Ava 500 display reads “Assistance required: Not localized on map” ................................................ 54
The Ava 500 appears to be without power............................................................................................... 54
Volume and Mute Behavior....................................................................................................................... 55
The Ava 500 Configuration Interface....................................................................................................................56
Connecting and Configuring Your Laptop ................................................................................................... 57
Accessing the Configuration Interface ......................................................................................................... 60
Reporting on or Changing the WGB Configuration ................................................................................. 61
Changing the EX60 Administrative Password .......................................................................................... 64
Appendix A: Support Materials ............................................................................................. 66

Ava 500 IT Administrator’s Guide Introduction
Version 1.2 – 012415 Page 1
iRobot Proprietary
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.

Ava 500 IT Administrator’s Guide Introduction
Version 1.2 – 012415 Page 2
iRobot Proprietary
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
The version 1.2 release includes the following changes:
Ava 500 Configuration and Operation
•The Ava 500 now supports Cisco TC 7.3.0 as well as TC 6.3.3. These releases address the Shellshock
vulnerability (also known as the Bash bug).
•An improved configuration interface allows you to evaluate and correct some internal configuration issues
locally (see the Error! Reference source not found. section).
•A number of issues have been corrected:
•The occasional duplicate video connection is no longer created.
•User email addresses are maintained when the record is edited.
•Ava 500 operation has been improved:
•The Ava 500 returns to the charging station after it has been disconnected from the Cloud Service for 30
minutes.
•Navigation through doorways has been improved.
•Response to dynamic obstacles is smoother.
Ava 500 IT Administrator Console
Unless otherwise noted, the following changes are documented in this guide, in the section on The
Administrator Console.
•Internet Explorer versions 10 and higher are now supported.
•A new Robot Details page provides information about the robot health, installed software, and other
information.
•iRobot now has the ability to take the Ava 500 Cloud Service instance off-line for maintenance. A scheduled
maintenance period is reflected on the Robots page.
•The ability to delete a user account has been added to the User Details interface.
•Individuals are now assigned the role of either Administrator or User.
•Those with the role of Administrator can manage other administrators as well as manage those with the
User role.

Ava 500 IT Administrator’s Guide Introduction
Version 1.2 – 012415 Page 3
iRobot Proprietary
•Administrators no longer need to have a separate account to use for logging in to the Ava 500 Control
App. Instead, a checkbox on the User Details interface determines whether the Administrator account is
also used to log in to the Control App.
•Secure password criteria are enforced when creating new passwords, both in the Administrator Console and
the Control App. A control in the Administrator Console automatically generates a secure password.
•A password control allows you to show or hide the password.
•Usernames are no longer restricted to alphanumeric characters but can contain the printable ASCII set.
Furthermore the length of a username has been expanded to 80 characters. These two changes support
using the individual’s email address as the username.
Ava 500 Control Application
Unless otherwise noted, the following changes are documented in the Ava 500 Remote User Guide.
•A new area on the bottom of the track pad screen allows users to move sideways without changing the
direction they are facing.
•If a space has more than one entry point, each can be defined as a destination. Spaces with multiple outside
destinations include a subhead describing the specific destination.
•To improve the experience for users with access to several sites, under some circumstances the destination
list opens with the site lists collapsed.
•Proxy authentication is now supported (requires additional login information, see section Configuring the
Ava 500 App and the updated Installation Guide in Appendix A: Support Materials).
•The end of session audible signal, which sounds if the user is in the App and the session is about to end, now
repeats every 30 seconds until the user responds.

Ava 500 IT Administrator’s Guide
Version 1.2 – 012415 Page 5
iRobot Proprietary
Ava 500 Overview