Troubleshooting and technical support, Troubleshooting checklist – Comtrol DM ATS-NTe User Manual
Page 51
Troubleshooting and Technical Support
51
Troubleshooting and Technical Support
This section contains troubleshooting information for your Comtrol device. You
should review the following subsections before calling Technical Support because
they will request that you perform many of the procedures or verifications before
they will be able to help you diagnose the problem.
•
Troubleshooting checklist
•
Using the recovery CD
•
Running the diagnostics
•
Customer support policy
If you cannot diagnose the problem, you can contact Technical Support using
Troubleshooting Checklist
The following checklist may help you diagnose your problem:
•
Verify that you are using the correct types of cables on the correct connectors
and that all cables are connected securely using the hardware documentation.
Note: Most customer problems reported to Comtrol Technical Support are
eventually traced to cabling or network problems. Use a standard
Ethernet cable to connect from the 1 or 2 port to an Ethernet hub or a
cross-over cable if connected directly to a NIC in a server.
•
Verify that the Ethernet hub and any other network devices between the
server and the Comtrol device are powered up and operating.
•
Reset the power on the Comtrol device by disconnecting and reconnecting the
power cord.
•
Verify that the port polarity is correct, especially if using RS-422 or RS-485
mode.
•
Verify that the network IP address is correct. If IP addressing is being used,
the server should be able to ping the Comtrol device.
•
Verify that the IP address programmed into the Comtrol device matches the
unique reserved IP configured address assigned by the system administrator.
•
Verify that you are addressing the serial port correctly. In many applications,
device names above COM9 require the prefix \\.\ in order to be recognized.
For example, to reference COM20, use \\.\COM20 as the file or port name.
•
If using a PC104 RocketPort adapter, you can use one of the tools bundled with
the drivers. See
on Page 31 for information about
using these tools.
-
Test Terminal program (wcom32.exe), which can be used to troubleshoot
communications on a port-by-port basis.
-
Port Monitor program (portmon.exe), which checks for errors, modem
control, and status signals. In addition, it provides you with raw byte
input and output counts.
-
Peer Tracer program (peer.exe), which traces driver events.
•
Enable the Verbose Event Log feature under the Setup Options tab and then
reboot the ATS-NTE.