Support Package
A support package contains essential information regarding the Media Firewall system’s operation. For any issues encountered with the Media Firewall, please generate a support package and provide it when reaching out to Customer Support.
Creating the package
Prepare a USB with a folder named
Gather OPSWAT support packageat the root directoryInsert the USB into the rear
USB-Aport when not running a scanThe support package can only be generated after Setup Mode is complete
Wait at least 5 minutes or (if your USB has an activity light) wait until the USB activity light stops flashing
Unplug the USB
Successful package creation will generate 2 files in the Gather OPSWAT support package directory:
UF3-SupportPackage- the full support packageUF3-SupportPackage.sha256- hash of the support package to ensure completeness
If any file is missing or the hash does not match the package, reattempt the process again until successful.
It is recommended that the USB used to retrieve a support package be formatted to anything other than FAT32.
In rare cases, a support package may grow larger than 4GB and may result in failure to obtain the package due to exceeding the file size limitation of FAT32.
Factory Reset
To re-configure the MMF (certificate, network connection, management connection, etc...) it will need to be reset to a factory state:
Power on the MMF
The unit will start the Power on sequence
During the phase where each media indicator cycles a WHITE display, hold down the
RESETbutton on the back of the unitWhen the power indicator begins to flash RED, continue to hold down the
RESETbutton for ~8 secondsthe power indicator will actively flash RED while it is resetting
When complete, the power indicator will show a solid RED light
A power cycle will allow the MMF to start back into Setup Mode
Factory resetting the system will remove the existing configuration settings & certificate and the internal hard drive will be wiped
LED State Guide
The LED lights on the Media Firewall convey specific information respective to the functionality performed.
The tables below outline the different meanings.
General
States | Meaning | Additional Info |
|---|---|---|
Solid | Final Result | |
Active flash | Activity | Momentary on/off flashing |
Long flash + 1 quick flash | Warning | Always ORANGE |
Long flash + 2 quick flashes | Error | Always RED |
Power indicator
States | Meaning |
|---|---|
Solid WHITE | MMF is powering on |
Solid GREEN | MMF is powered on and ready |
Active flash GREEN | MMF is internally accessing files |
Active flash RED | MMF is unusable - system issue. Unit will attempt to auto-restart back into a working state. |
Media indicator
States | Meaning |
|---|---|
Active flash CYAN | Scan in progress - green will result on completion or Writing files to the media is in progress |
Active flash ORANGE | Scan in progress - orange will result on completion |
Active flash RED | Scan in progress - red will result on completion |
Solid GREEN | Scan finished - all files are allowed |
Long flash + 1 quick flash ORANGE | Scan finished - some files are blocked/concealed |
Long flash + 2 quick flashes RED | Scan finished - media error during scan |
Alternating BLUE & CYAN among all indicators | Update in progress |
Alternating ORANGE & CYAN among all indicators | Update package is of a lesser or same version - update will not be performed |
Setup Mode
Indicators | Status | Meaning |
|---|---|---|
Power indicator | Solid GREEN | MMF is powered on and ready |
USB A indicator | Active flash RED | Certificate is invalid or missing |
Compact Flash indicator | blank | No configuration issues detected |
Active flash RED | Settings in | |
All other media indicators | blank | No configuration issues detected |
All solid GREEN | MMF is configured correctly and requires to turn the unit off & on to be fully operational |
Alert Mode
When Port Alarm Protection is enabled
Indicators | Status | Meaning |
|---|---|---|
All indicators | Active flash RED | The MMF has been disconnected from the Host. Restore the connection to allow the MMF to be operational. |
Host System Power Negotiation over USB-C Port
The Host System cannot power on the MetaDefender Media Firewall over USB-C. When a USB-C to USB-C cable connects the Host System to the MetaDefender Media Firewall, the Host System will negotiate the power draw demanded by the MetaDefender Media Firewall. A message will appear on the Host System to inform the user that there is no sufficient power over USB-C to run the MetaDefender Media Firewall exclusively. Dismiss this message and rely on the 12VDC power supply provided within the kit.
This message does not appear when the Host System connects to the MetaDefender Media Firewall using the USB-C to USB-A cable supplied within the kit.
USB Hub support
USB Hub connection to Host
It is highly recommended to connect Media Firewall directly to a Host system for optimal security and performance.
If the Media Firewall is connected to a Host via a hub or adapter, it is not guaranteed to work as expected.
Hub tested | Supported |
|---|---|
Apple USB-C Multiport Adapter | ✔️ |
Dell DA20 | ❌ |
Lention USB C Hub (CB-C31) | ✔️ |
Table is not comprehensive - provides insight into known USB hubs encountered
USB Hub connection to Media Firewall
It is expected for media to be connected directly into the Media Firewall.
Connecting a hub to any of the media ports is not supported.