XCHANGE BOX REPLACEMENT

GUIDE

Version “No difference in analogue voice card”

Important

This guide includes sensitive credentials for a default captain account. Share this document with as few people
as possible in order to avoid anyone will use the default captain account in an inappropriate way in the future.

Please follow the steps described in this document to successfully replace the XChange Box.

In case you received a Newtec modem as part of the delivery, you must replace the XChange Box first.
Use the XChange Box at least for 2 days while sailing to ensure it works properly and report any issue
you may encounter. You can proceed with the Newtec modem installation after 2 days if all work as
expected.

To avoid any misunderstanding, the box has been functioning on board and shall be replaced will be called
Box #1 and the one you have just received in the package will be referred as Box #2.

Take some pictures showing how Box #1 is set up and connected to the communication and network
equipment before dismount. Keep these pictures for at least one month since they are critical in case any
remote assistance is required by Marlink. Make sure the labels can be seen in your pictures.

Take pictures of Box #2 after you connected all the cables to it. Make sure the labels can be seen in your
pictures.

The already aged Microsoft Internet Explorer is no longer supported by version 5.3. No access to the XChange
user interface is possible. Marlink strongly recommends that you check all PCs have an alternative web
browser installed, such as Google Chrome, Mozilla Firefox or Microsoft Edge Chromium before replacing the
XChange Box.

XChange Box Replacement © Marlink ● Page 1/13

 Backup

In order to make sure that Box #2 has the same configuration, accounts, credit, etc. like Box #1 a backup file
needs to be applied. Backups exported from some old firmware versions are not compatible with the newest
firmware version that is installed on Box #2 thus first you need to check the firmware version of Box #1.

The way to do that is included in the steps described below:

1. Please, log in to Box #1 with the master/captain account.

2. Go to Box Settings > System > Overview and check Firmware

3. If the firmware is 3.1 or older (3.0, 2.3, etc.) then Box #2 was preinstalled with a backup by Marlink before
shipment. It means you must not upload any backup file. In this case you need to go on reading article
“Steps to be followed in case of firmware version 3.1 or older”.
Note: due to the incompatibility of the old firmware version and the shipment time some information
(accounts, credit, logs) may be lost or old.

If the firmware is 3.2 or newer (4.0, 4.1, 4.2, 4.3, etc.) then you need to upload a backup file to Box #2
from Box #1. Please, go on with step no. 5. In this case you need to go on reading article “Steps to be
followed in case of firmware version 3.2 or newer”.

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 Steps to be followed in case of firmware version 3.1 or older
Follow these steps only if the firmware version of Box #1 is 3.1 or older (3.0, 2.3, etc.).

1. Switch off Box #1 by going to Box Settings > System > Power Control and click on Shutdown. Wait until
the box switches off.
2. Make sure that all cables connected to Box #1 are labeled. Some older installation may not have labels.
In this case take the sticky labels included in the package to mark where they are connected.

Two examples of what ports correspond to each other will be shown below. You may have different type
of XChange Box or more or fewer cables – but you should follow the same logic.

The labels in the pictures below refer to what is written at the plug where the cable is connected:

Example 1: Swap from XChange Power to XChange Power (the XChange Power you received may look
slightly different and have more ports)

XC (WAN2)

XC (LAN1)

XC (LAN2)
XC (WAN1)

XChange Box Replacement © Marlink ● Page 3/13

 Example 2: Swap from Roughbox to Base

LAN2 LAN1

WAN1 WAN2

Rear side: Front side:

You shall follow the same to identify corresponding ports and to prepare labels and stick them to the
cables connected to the front or rear side of the Box. The labels should indicate what is written at the plug
in Box #1 where the cables are connected to.

Note, these are general examples, your case may involve different box combination or the number and
type of cables your box has may differ (e.g. you may have phone cables).

3. If all the cables are labelled properly, take some pictures showing how Box #1 is set up and connected to
the communication and network equipment before dismount. Keep these pictures for at least one month
since they are critical in case any remote assistance is required. Make sure the labels can be seen in your
pictures.
4. Have a look at Box #2 and check if you can identify where you will need to connect the cables from Box
#1.
5. If you have successfully identified the future position of each cable then remove the cables from Box #1.
6. Dismount Box #1 in case it is fixed somewhere (e.g. in a rack).
7. Mount Box #2.

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8. Connect all the cables to Box #2 according to the labels.
9. Switch the box on. It may take few minutes to boot properly. While you are waiting, take pictures of Box
#2 in the way that the labels can be seen.
10. Note, that unlike Box #1 the LCD screen in the front side of Box #2 will not show any text or message.
Note: this statement is not relevant if your Box #2 is XChange Base since it has no LCD screen.
11. Type and access xchange.box in your browser.
12. Log in with the same credentials you used in Box #1.
13. Reboot the VSAT modem.
14. Check if everything works properly and all terminals are available – VSAT availability may take some
minutes after rebooting the VSAT modem. Check internet connection and make a test call.
15. Reboot the XChange box some hours later to ensure security patches are applied by the system (no
need for further action on your side, patches are applied automatically).
16. Contact Service Desk if you face any issue. Contact information is available on the last page.
17. Make sure you return Box #1 if Box #2 is set up properly.
18. Please, note, that the price matrix will be configured by the shore system automatically. However, it takes
time and is dependent on the synchronization frequency settings of your XChange Box. You may expect
one day on average to have your price matrix applied. Until that default price matrix applies which may be
different from what you used to have in Box #1.

The Box #1 will have to be shipped back to a Marlink facility (most common destination is Rotterdam).
Our Logistics team will pass on the return invoice to you by email. The address where to ship- as well as
a point of contact for the delivery will be included in this invoice. It’s important that you use the invoice by
attaching a copy on the package to be sent. This way we’ll be able to keep track on the different
shipments coming our way. You may contact Marlink logistics via this email: mss.repair@marlink.com (do
not contact them for troubleshooting).

XChange Box Replacement © Marlink ● Page 5/13

 Steps to be followed in case of firmware version 3.2 or newer

Follow these steps only if the firmware version of Box #1 is 3.2 or older or newer (4.0, 4.1, 4.2, 4.3, etc.).

1. In order to have the latest backup applied in Box #2 You need to download a backup file from Box #1 first.
2. Go to Box Settings > System > Backup & Restore and click on the latest backup file to download it to your
computer. Check the location where the backup file is downloaded so you will find it when you will need to
upload it to Box #2.

Note: The backup file contains all information available in the box at the moment the backup got created
by the system. It means that changes since that moment are not captured and will not be seen in Box #2.
You may want to ask the crew members not to use their account until new backup is created by the
system and you replace the box. This way the no credit change will be lost.

3. Switch off Box #1 by going to Box Settings > System > Power Control and click on Shutdown. Wait until
the box switches off.
4. Make sure that all cables connected to Box #1 are labeled. Some older installation may not have labels.
In this case take the sticky labels included in the package to mark where they are connected to.

XChange Box Replacement © Marlink ● Page 6/13

 Two examples of what ports correspond to each other will be shown below. You may have different type
of XChange Box or more or fewer cables – but you should follow the same logic.

The labels in the pictures below refer to what is written at the plug where the cable is connected:

Example 1: Swap from XChange Power to XChange Power (the XChange Power you received may look
slightly different and have more ports)

XC (WAN2)

XC (LAN1)

XC (LAN2)
XC (WAN1)

XChange Box Replacement © Marlink ● Page 7/13

 Example 2: Swap from Roughbox to Base

LAN2 LAN1

WAN1 WAN2

Rear side: Front side:

You shall follow the same to identify corresponding ports and to prepare labels and stick them to the
cables connected to the front or rear side of the Box. The labels should indicate what is written at the plug
in Box #1 where the cables are connected to.

Note, these are general examples, your case may involve different box combination or the number and
type of cables your box has may differ (e.g. you may have phone cables).

5. If all the cables are labelled properly, take some pictures showing how Box #1 is set up and connected to
the communication and network equipment before dismount. Keep these pictures for at least one month
since they are critical in case any remote assistance is required. Make sure the labels can be seen in your
pictures.
6. Have a look at Box #2 and check if you can identify where you will need to connect the cables from Box
#1.
7. If you have successfully identified the future position of each cable then remove the cables from Box #1.
8. Dismount Box #1 in case it is fixed somewhere (e.g. in a rack).
9. Mount Box #2.
10. Connect all the cables to Box #2 according to labels.

XChange Box Replacement © Marlink ● Page 8/13

11. Switch the box on. It may take few minutes to boot properly. While you are waiting, take pictures of Box
#2 in the way that the labels can be seen.
12. Note, that unlike Box #1 the LCD screen in the front side of Box #2 will not show any text or message.
Note: this statement is not relevant if your Box #2 is XChange Base since it has no LCD screen.
13. Use the computer where the backup is downloaded. Type and access xchange.box in your browser.
14. You may log in with the credentials you used in Box #1. If they do not work, use the following ones:
Username: dcaptain
Password: 10041234
15. When you are successfully logged in, you need to upload the backup file to Box #2.
16. Go to Box Settings > System > Backup & Restore and click on BROWSE. Find the backup file you
downloaded from Box #1 and open it.

17. The backup is uploaded successfully. Select the backup you uploaded by clicking on the line of it (but not
the link itself since it will download the backup instead of selecting it). Set the Restore Voice Card Support
to OFF and click on Restore.

XChange Box Replacement © Marlink ● Page 9/13

18. Click OK in the pop-up window.

19. The system applies the backup file and reboots.

20. It may take several minutes to start the system again.

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21. Type and access xchange.box in your browser after the reboot (in case you did not close the XChange
tab during reboot, you may need to refresh the page since it may stuck showing reboot is on-going).
Credentials from Box #1 will work now.
22. Reboot the VSAT modem.
23. Check if everything works properly and all terminals are available – VSAT availability may take some
minutes after rebooting the VSAT modem. Check internet connection and make a test call.
24. Reboot the XChange box some hours later to ensure security patches are applied by the system (no
need for further action on your side, patches are applied automatically).
25. Contact Service Desk if you face any issue. Contact information is available on the last page.
26. Make sure you return Box #1 if Box #2 works properly.
27. Please, note, that the price matrix will be configured by the shore system automatically. However, it takes
time and is dependent on the synchronization frequency settings of your XChange Box. You may expect
one day on average to have your price matrix applied. Until that default price matrix applies which may be
different from what you used to have in Box #1.

The Box #1 will have to be shipped back to a Marlink facility (most common destination is Rotterdam).
Our Logistics team will pass on the return invoice to you by email. The address where to ship- as well as
a point of contact for the delivery will be included in this invoice. It’s important that you use the invoice by
attaching a copy on the package to be sent. This way we’ll be able to keep track on the different
shipments coming our way. You may contact Marlink logistics via this email: mss.repair@marlink.com (do
not contact them for troubleshooting).

XChange Box Replacement © Marlink ● Page 11/13

 Troubleshooting

XChange Failed to start – error code 2: at least one service is not running

Upon the first restart after the installation on board, it can happen that the Xchange Box fails to start and
displays the message ‘Error code 2: at least one service is not running’

In such case you shall reboot the box.

Short press (1s) and release on the power button of XChange Power hardware, press the power button of
Base for few seconds and release it.
All system services are closed, and the machine is electrically switched off (LCD screen is off).
This operation takes about 30 seconds

Once all LEDs off, remove the power cable for 10 mins, then connect it back and press the power button to
start the unit.

Model XChange Power NSA 5150 Rack Mount 19” unit

XChange Box Replacement © Marlink ● Page 12/13

Model XChange Power OVP 800 Rack Mount 19” unit

Model XChange Base

Front

Power Button

Need Support?
If you have any technical issue, please contact our Support:
Marlink 24/7 Service Desk
Email: servicedesk@marlink.com
EMEA: +33 1 70 48 98 98
Americas: +1 310 616 5594 +1 855 769 3959 (toll free)
Asia Pacific: +65 64 29 83 11

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