Difference between revisions of "Communications Troubleshooting"

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(→‎MCPH failed to initialize)
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Please check the following:
 
Please check the following:
  
−
a. Are you initiating the PC link connection on your panel?  
+
1. Are you initiating the PC link connection on your panel?  
  
−
       i. *8 -> Installer code 499 -> Installer code 499
+
       a. *8 -> Installer code 499 -> Installer code 499
  
−
b. Do you have a firewall? If so make sure DLS IV has all access. (Refer to: [[Windows Troubleshooting]])
+
2. Do you have a firewall? If so make sure DLS IV has all access. (Refer to: [[Windows Troubleshooting]])
  
−
c. What error shows up under Active Communications? (View -> Active Communications)
+
3. What error shows up under Active Communications? (View -> Active Communications)
  
−
d. Go to ‘Modem Configuration Manager’; make sure the correct COMM port is selected for PC-Link.  If a converter is being used, the name of the converter will be written with the COMM port number.
+
4. Go to ‘Modem Configuration Manager’; make sure the correct COMM port is selected for PC-Link.  If a converter is being used, the name of the converter will be written with the COMM port number.
 
   
 
   
 
Click on the button to make sure that DLS acknowledge the PC-Link connection.
 
Click on the button to make sure that DLS acknowledge the PC-Link connection.
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Please check the following:
 
Please check the following:
  
−
a. Have you enabled gprs through dls on Connect 24? (Login to your C24 account and check if the option is enabled or call C24)
+
1. Have you enabled gprs through dls on Connect 24? (Login to your C24 account and check if the option is enabled or call C24)
  
−
b. What error shows up under Active Communications? (View -> Active Communications.)
+
2. What error shows up under Active Communications? (View -> Active Communications.)
  
−
c. What panel are you using?  
+
3. What panel are you using?  
  
−
       i. If you are using SCW or Alexor section 401 option 8 must be enabled,  
+
       a. If you are using SCW or Alexor section 401 option 8 must be enabled,  
−
    ii. If you are using Powerseries 401 option 1 must be enabled
+
      b. If you are using Powerseries 401 option 1 must be enabled
  
−
d. Is 351 – 5, and 382 – 5 enabled?
+
4. Is 351 – 5, and 382 – 5 enabled?
  
−
e. Can you access 851? If no make sure pc link cable is connected correctly.
+
5. Can you access 851? If no make sure pc link cable is connected correctly.
  
−
f. Is your 51004 port open (Refer to: [[Windows Troubleshooting]])
+
6. Is your 51004 port open (Refer to: [[Windows Troubleshooting]])
  
−
g. Do you have a firewall? If so make sure DLS IV has all access. (Refer to Windows Troubleshooting)
+
7. Do you have a firewall? If so make sure DLS IV has all access. (Refer to Windows Troubleshooting)
  
−
h. Verify the following under the account properties:
+
8. Verify the following under the account properties:
−
       i. The SIM Number is entered correctly
+
       a. The SIM Number is entered correctly
−
    ii. The correct GS/IP Installers Code (default CAFÉ)
+
      b. The correct GS/IP Installers Code (default CAFÉ)
−
    iii. Ensure the correct C24 Username and Password are correct under sms properties
+
      c. Ensure the correct C24 Username and Password are correct under sms properties
−
    iv. Ensure  the DLS Port is set to 51004 under sms properties
+
      d. Ensure  the DLS Port is set to 51004 under sms properties
  
 
=== My panel won’t connect through T Link ===
 
=== My panel won’t connect through T Link ===
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Please check the following:
 
Please check the following:
  
−
a. What error shows up under Active Communications? (View -> Active Communications.)
+
1. What error shows up under Active Communications? (View -> Active Communications.)
  
−
b. What panel are you using?  
+
2. What panel are you using?  
−
       i. If you are using SCW or Alexor section 401 option 8 must be enabled,  
+
       a. If you are using SCW or Alexor section 401 option 8 must be enabled,  
−
    ii. If you are using Powerseries 401 option 1 must be enabled
+
      b. If you are using Powerseries 401 option 1 must be enabled
  
−
c. Is 351 – 5 and 382 – 5 enabled?
+
3. Is 351 – 5 and 382 – 5 enabled?
  
−
d. Do you have a firewall? If so make sure DLS IV has all access. (Refer to Windows Troubleshooting)
+
4. Do you have a firewall? If so make sure DLS IV has all access. (Refer to Windows Troubleshooting)
  
−
e. Is your 51004 port open (Refer to: [[Windows Troubleshooting]])
+
5. Is your 51004 port open (Refer to: [[Windows Troubleshooting]])
  
−
f. Verify the following under the account properties:
+
6. Verify the following under the account properties:
−
       i. The IP Address you are trying to connect to
+
       a. The IP Address you are trying to connect to
−
    ii. The IP Address programmed into the T-Link
+
      b. The IP Address programmed into the T-Link
−
    iii. The Subnet mask of the T-Link
+
      c. The Subnet mask of the T-Link
−
    iv. Make sure the T-Link is connected to the network
+
      d. Make sure the T-Link is connected to the network
−
       v. Make sure the computer you are using is connected to the same network
+
       e. Make sure the computer you are using is connected to the same network
−
    vi. Verify the T-Link module is connected to the Panel correctly
+
      f. Verify the T-Link module is connected to the Panel correctly
−
    vii. Is encryption enabled on the T-Link?
+
      g. Is encryption enabled on the T-Link?
  
 
===My panel won’t connect through PSTN===
 
===My panel won’t connect through PSTN===
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Please check the following:
 
Please check the following:
  
−
a. Are you are using Double-Call to connect the panel,  
+
1. Are you are using Double-Call to connect the panel,  
 
       i. If yes make sure the option is enabled under the account properties. (Refer to the programming manual associated with the panel)
 
       i. If yes make sure the option is enabled under the account properties. (Refer to the programming manual associated with the panel)
  
−
b. What error shows up under Active Communications? (View -> Active Communications.
+
2. What error shows up under Active Communications? (View -> Active Communications.
  
−
c. Are you using the MD-12 modem or Multi Tech? Go to ‘Modem Manager Configuration’ and check if the connection between the PC and modem is successful?
+
3. Are you using the MD-12 modem or Multi Tech? Go to ‘Modem Manager Configuration’ and check if the connection between the PC and modem is successful?
  
  
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Please check the following:
 
Please check the following:
  
−
a. After the upload/download is complete what does it show under “Activity Log” under  
+
4. After the upload/download is complete what does it show under “Activity Log” under  
 
Active Communications (View -> Active Communications)
 
Active Communications (View -> Active Communications)
  
−
b. Which way did you do an upload/download through tags or global?  
+
5. Which way did you do an upload/download through tags or global?  
−
       i. If done through tags try a global upload/download.
+
       a. If done through tags try a global upload/download.
−
    ii. If done through global try a tag upload/download.
+
      b. If done through global try a tag upload/download.
  
−
c. Do you have a firewall? If so make sure DLS IV has all access. (Refer to: [[Windows Troubleshooting]])
+
6. Do you have a firewall? If so make sure DLS IV has all access. (Refer to: [[Windows Troubleshooting]])
  
 
        
 
        
−
e. Is your 51004 port open (Refer to: [[Windows Troubleshooting]])
+
7. Is your 51004 port open (Refer to: [[Windows Troubleshooting]])
  
 
      
 
      
−
f. Are you a non-admin user on DLS? If no please ensure you get Admin access (Refer to: [[Windows Troubleshooting]])
+
8. Are you a non-admin user on DLS? If no please ensure you get Admin access (Refer to: [[Windows Troubleshooting]])
  
 
===MCPH failed to initialize===
 
===MCPH failed to initialize===
Line 114: Line 114:
 
Please check the following:
 
Please check the following:
  
−
a. Close the software and open it again and try it,  
+
1. Close the software and open it again and try it,  
−
       i. Make sure *6 -> 5 has been enabled for DLS window
+
       a. Make sure *6 -> 5 has been enabled for DLS window
  
−
b. If using pc link power down the unit, close the software. Wait 30 seconds power up the panel, go through
+
2. If using pc link power down the unit, close the software. Wait 30 seconds power up the panel, go through
−
       i. *8 -> Installer code -> 499 -> Installer code 499, open the software and try connecting again.
+
       a. *8 -> Installer code -> 499 -> Installer code 499, open the software and try connecting again.
  
−
c. Delete the account create a new account try reconnecting.
+
3. Delete the account create a new account try reconnecting.

Revision as of 00:43, 13 December 2012


My Panel won’t connect through pc link

Please check the following:

1. Are you initiating the PC link connection on your panel? 

     a.	*8 -> Installer code 499 -> Installer code 499

2. Do you have a firewall? If so make sure DLS IV has all access. (Refer to: Windows Troubleshooting)

3. What error shows up under Active Communications? (View -> Active Communications)

4. Go to ‘Modem Configuration Manager’; make sure the correct COMM port is selected for PC-Link. If a converter is being used, the name of the converter will be written with the COMM port number.

Click on the button to make sure that DLS acknowledge the PC-Link connection.

My panel won’t connect through gsm

Please check the following:

1. Have you enabled gprs through dls on Connect 24? (Login to your C24 account and check if the option is enabled or call C24)

2. What error shows up under Active Communications? (View -> Active Communications.)

3. What panel are you using? 

     a.	If you are using SCW or Alexor section 401 option 8 must be enabled, 
     b.	If you are using Powerseries 401 option 1 must be enabled

4. Is 351 – 5, and 382 – 5 enabled?

5. Can you access 851? If no make sure pc link cable is connected correctly.

6. Is your 51004 port open (Refer to: Windows Troubleshooting)

7. Do you have a firewall? If so make sure DLS IV has all access. (Refer to Windows Troubleshooting)

8. Verify the following under the account properties: 

     a.	The SIM Number is entered correctly
     b.	The correct GS/IP Installers Code (default CAFÉ)
     c.	Ensure the correct C24 Username and Password are correct under sms properties
     d.	Ensure  the DLS Port is set to 51004 under sms properties

My panel won’t connect through T Link

Please check the following:

1. What error shows up under Active Communications? (View -> Active Communications.)

2. What panel are you using? 

     a.	If you are using SCW or Alexor section 401 option 8 must be enabled, 
     b.	If you are using Powerseries 401 option 1 must be enabled

3. Is 351 – 5 and 382 – 5 enabled?

4. Do you have a firewall? If so make sure DLS IV has all access. (Refer to Windows Troubleshooting)

5. Is your 51004 port open (Refer to: Windows Troubleshooting)

6. Verify the following under the account properties: 

     a.	The IP Address you are trying to connect to
     b.	The IP Address programmed into the T-Link
     c.	The Subnet mask of the T-Link
     d.	Make sure the T-Link is connected to the network
     e.	Make sure the computer you are using is connected to the same network
     f.	Verify the T-Link module is connected to the Panel correctly
     g.	Is encryption enabled on the T-Link?

My panel won’t connect through PSTN

Please check the following:

1. Are you are using Double-Call to connect the panel, 

     i.	If yes make sure the option is enabled under the account properties. (Refer to the programming manual associated with the panel)

2. What error shows up under Active Communications? (View -> Active Communications.

3. Are you using the MD-12 modem or Multi Tech? Go to ‘Modem Manager Configuration’ and check if the connection between the PC and modem is successful?


Global/tag upload/download does not go through

Please check the following:

4. After the upload/download is complete what does it show under “Activity Log” under Active Communications (View -> Active Communications)

5. Which way did you do an upload/download through tags or global? 

     a.	If done through tags try a global upload/download.
     b.	If done through global try a tag upload/download.

6. Do you have a firewall? If so make sure DLS IV has all access. (Refer to: Windows Troubleshooting)


7. Is your 51004 port open (Refer to: Windows Troubleshooting)


8. Are you a non-admin user on DLS? If no please ensure you get Admin access (Refer to: Windows Troubleshooting)

MCPH failed to initialize

Please check the following:

1. Check if you can access Tools -> Modem Manager Configuration under DLS 5.

2. Search “services” and click on the gear icon, look for “DSC MCPH Services”. Right click and restart, try DLS again. 

     a.	 When restarting "DSC MCPH Services" if the following error comes up: "The "MCPH" service on Local Computer started and then stopped." please do the following:

Panel connected before but won’t connect now

Please check the following:

1. Close the software and open it again and try it, 

     a.	Make sure *6 -> 5 has been enabled for DLS window

2. If using pc link power down the unit, close the software. Wait 30 seconds power up the panel, go through 

     a.	 *8 -> Installer code -> 499 -> Installer code 499, open the software and try connecting again.

3. Delete the account create a new account try reconnecting.

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