Lava Computer HQ-ST Link - Manual (Page 30)

Rev. A00 HQ-ST System Manual Page 28 of 32
APPENDIX G: Troubleshooting
Problem Solution
The ST Plus device cannot connect to the HQ Plus.
At the store location: Ensure power is supplied to the ST Plus.
Check that the LAN to which the ST Plus is connected has access to the Internet.
Check that the ST Plus is connected to the store’s LAN with a Cat 5 UTP cable, with an RJ-45
connector.
Check that the ST Plus has been given the IP address and port of the HQ Plus to which you want to
connect.
Check that DHCP is enabled on the store’s LAN, or if not, that the ST Plus has been supplied with a
unique IP address, appropriate net mask, and gateway address.
Ensure that the ST Plus has an Identification Code that matches that of the HQ Plus to which you
want to connect.
At the head office location: Ensure power is supplied to the HQ Plus.
Check that the LAN to which the HQ Plus is connected has access to the Internet.
Check that the HQ Plus is connected to the LAN with a Cat 5 UTP cable, with an RJ-45 connector.
Check that the HQ Plus has been given the IP address of the gateway/router it will use for Internet
access.
Check that the two ports that the HQ Plus will use for communication to the ST Plus have been
mapped on the gateway/router of the head office.
Ensure that the HQ Plus has a static IP address.
Ensure that the HQ Plus has an Identification Code that matches that of the ST Plus that will be
contacting it.
The ST Plus and the HQ Plus “see” each other, but polling does not work.
At the store location: Ensure that power is supplied to the ECR or POS station that you want to poll.
Ensure that the ECR or POS station’s serial port is connected to the ST Plus with a straight-through
serial cable.
Ensure that the ST Plus has been assigned a “telephone number” that polling software at the head
office can use to poll, as if it were dialing a modem.
Ensure that all parameters of the serial port on the ECR or POS station are configured for polling
according to the manufacturer’s directions (baud rate, parity, stop bits, flow control, etc.).
Ensure that all parameters of the serial port on the ST Plus are configured to match those of the ECR
or POS station (baud rate, parity, stop bits, flow control, etc.)
At the head office location: Ensure that the polling software is properly installed on the host PC.
Ensure that the polling software is compatible with the ECR or POS station that you wish to poll.
Ensure that the polling software is configured to use a serial port with the parameters to which the
host PC’s port has been set.
Ensure that the polling software is configured with the “telephone number” of the ECR or POS
station that you want to poll.
Ensure that the polling software is configured to use the serial port on the host PC that is connected
to the HQ Plus.
Ensure that the correct serial port of the host PC is connected to the “Modem” port of the HQ Plus
using a straight-through serial cable.
Ensure that all parameters of the serial port on the host PC are configured for polling according to
the manufacturer’s directions (baud rate, parity, stop bits, flow control, etc.).
Ensure that the correct serial port of the host PC is connected to the “Modem” port of the HQ Plus.