Difference between revisions of "Communications Troubleshooting"

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==Communications Troubleshooting==
 
==Communications Troubleshooting==
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In order to connect to a panel, you must first decide which type of connection you wish to use. The following options are available.
 
  
  
 
=== My Panel won’t connect through pc link ===
 
=== My Panel won’t connect through pc link ===
  
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a. Are you initiating the PC link connection on your panel?
+
Please check the following:
  
−
i. *8 -> Installer code 499 -> Installer code 499
+
a. Are you initiating the PC link connection on your panel?
  
−
b. Do you have a firewall? If so make sure DLS IV has all access. (Refer to Windows Troubleshooting)
+
      i. *8 -> Installer code 499 -> Installer code 499
  
−
c. What error shows up under Active Communications? (View -> Active Communications)
+
b. Do you have a firewall? If so make sure DLS IV has all access. (Refer to Windows Troubleshooting)
  
−
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.
+
c. 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.
 
   
 
   
 
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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=== My panel won’t connect through gsm ===
 
=== My panel won’t connect through gsm ===
  
 +
Please check the following:
  
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a. Have you enabled gprs through dls on Connect 24?
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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)
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i. Login to your C24 account and check if the option is enabled or call C24
+
−
b. What error shows up under Active Communications?
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−
i. View -> Active Communications.)
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c. What panel are you using?
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i. If you are using SCW or Alexor section 401 option 8 must be enabled,
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ii. If you are using Powerseries 401 option 1 must be enabled
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d. Is 351 – 5, and 382 – 5 enabled?
+
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e. Can you access 851? If no make sure pc link cable is connected correctly.
+
−
f. Is your 51004 port open
+
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i. Refer to Windows Troubleshooting
+
−
g. Do you have a firewall? If so make sure DLS IV has all access.
+
−
i. Refer to Windows Troubleshooting
+
−
h. Verify the following under the account properties:
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−
i. The SIM Number is entered correctly
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ii. The correct GS/IP Installers Code (default CAFÉ)
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iii. Ensure the correct C24 Username and Password are correct under sms properties
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iv. Ensure  the DLS Port is set to 51004 under sms properties
+
  
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By selecting IP, you will be connecting to the account using a network connection through the TL-250 module. If you are using a TL-260 or TL-265, please scroll down for the Ethernet/Internet section tutorial. You need to provide the IP address of the T-Link you will be connecting to. This can be done when you are creating your account or by going into the account properties.
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b. What error shows up under Active Communications? (View -> Active Communications.)
  
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You will also need to make sure all the appropriate ports for the communication are open.
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c. What panel are you using?
  
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''*If you are unsure how to open the ports, contact your network administrator''
+
      i. 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
  
 +
d. Is 351 – 5, and 382 – 5 enabled?
 +
 +
e. Can you access 851? If no make sure pc link cable is connected correctly.
 +
 +
f. 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)
 +
 +
h. Verify the following under the account properties:
 +
      i. The SIM Number is entered correctly
 +
    ii. The correct GS/IP Installers Code (default CAFÉ)
 +
    iii. Ensure the correct C24 Username and Password are correct under sms properties
 +
    iv. 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 ===
  
−
a. What error shows up under Active Communications?  
+
Please check the following:
−
i. View -> Active Communications.)
+
 
−
b. What panel are you using?  
+
a. What error shows up under Active Communications? (View -> Active Communications.)
−
i. 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. What panel are you using?  
−
c. Is 351 – 5 and 382 – 5 enabled?
+
      i. If you are using SCW or Alexor section 401 option 8 must be enabled,  
−
d. Do you have a firewall? If so make sure DLS IV has all access.
+
    ii. If you are using Powerseries 401 option 1 must be enabled
−
i. Refer to Windows Troubleshooting
+
 
−
e. Is your 51004 port open
+
c. Is 351 – 5 and 382 – 5 enabled?
−
i. Refer to Windows Troubleshooting
+
 
−
f. Verify the following under the account properties:
+
d. Do you have a firewall? If so make sure DLS IV has all access. (Refer to Windows Troubleshooting)
−
i. The IP Address you are trying to connect to
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−
ii. The IP Address programmed into the T-Link
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e. Is your 51004 port open (Refer to Windows Troubleshooting)
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iii. The Subnet mask of the T-Link
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iv. Make sure the T-Link is connected to the network
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f. Verify the following under the account properties:
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v. Make sure the computer you are using is connected to the same network
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      i. The IP Address you are trying to connect to
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vi. Verify the T-Link module is connected to the Panel correctly
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    ii. The IP Address programmed into the T-Link
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vii. Is encryption enabled on the T-Link?
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    iii. The Subnet mask of the T-Link
 +
    iv. Make sure the T-Link is connected to the network
 +
      v. 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
 +
    vii. 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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a. Are you are using Double-Call to connect the panel,  
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i. If yes make sure the option is enabled under the account properties. (Refer to the programming manual associated with the panel)
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Please check the following:
−
b. What error shows up under Active Communications?  
+
 
−
i. View -> Active Communications.
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a. Are you are using Double-Call to connect the panel,  
−
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?
+
      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.
 +
 
 +
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?
  
  
 
===Global/tag upload/download does not go through===
 
===Global/tag upload/download does not go through===
  
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b. After the upload/download is complete what does it show under “Activity Log” under  
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Please check the following:
−
Active Communications  
+
 
−
i. View -> Active Communications)
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a. After the upload/download is complete what does it show under “Activity Log” under  
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c. Which way did you do an upload/download through tags or global?  
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Active Communications (View -> Active Communications)
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i. If done through tags try a global upload/download.
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ii. If done through global try a tag upload/download.
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b. Which way did you do an upload/download through tags or global?  
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d. Do you have a firewall? If so make sure DLS IV has all access.
+
      i. If done through tags try a global upload/download.
−
i. Refer to Windows Troubleshooting
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    ii. If done through global try a tag upload/download.
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e. Is your 51004 port open
+
 
−
i. Refer to Windows Troubleshooting
+
c. Do you have a firewall? If so make sure DLS IV has all access.
−
f. Are you a non-admin user on DLS? If no please ensure you get Admin access (Refer to Windows Troubleshooting)
+
      i. Refer to Windows Troubleshooting
 +
 
 +
e. Is your 51004 port open
 +
      i. 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)
 +
 
  
 
===MCPH failed to initialize===
 
===MCPH failed to initialize===
  
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a. The Multi-Comm Port Handler is the service component that handles the comm port assignment of each job. This service allows Comm Port Sharing, without requiring any extra user intervention.  
+
Please check the following:
−
b. Search “services” and click on the gear icon, look for “DSC MCPH Services”. Right click and restart, try DLS again
+
 
 +
a. The Multi-Comm Port Handler is the service component that handles the comm port assignment of each job. This service allows Comm Port Sharing, without requiring any extra user intervention.  
 +
 
 +
b. Search “services” and click on the gear icon, look for “DSC MCPH Services”. Right click and restart, try DLS again
 +
 
 +
 
  
 
===Panel connected before but won’t connect now===
 
===Panel connected before but won’t connect now===
  
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a. Close the software and open it again and try it,  
+
Please check the following:
−
i. 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
+
a. Close the software and open it again and try it,  
−
i. *8 -> Installer code -> 499 -> Installer code 499, open the software and try connecting again.
+
      i. Make sure *6 -> 5 has been enabled for DLS window
−
c. Delete the account create a new account try reconnecting.
+
 
 +
b. 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.
 +
 
 +
c. Delete the account create a new account try reconnecting.

Revision as of 16:54, 12 December 2012


Communications Troubleshooting

My Panel won’t connect through pc link

Please check the following:

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

     i.	*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)

c. 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.

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:

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)

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

c. What panel are you using? 

     i.	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

d. Is 351 – 5, and 382 – 5 enabled?

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

f. 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)

h. Verify the following under the account properties: 

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


My panel won’t connect through T Link

Please check the following:

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

b. What panel are you using? 

     i.	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

c. 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)

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

f. Verify the following under the account properties: 

     i.	The IP Address you are trying to connect to
    ii.	The IP Address programmed into the T-Link
   iii.	The Subnet mask of the T-Link
    iv.	Make sure the T-Link is connected to the network
     v.	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
   vii.	Is encryption enabled on the T-Link?


My panel won’t connect through PSTN

Please check the following:

a. 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)

b. 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?


Global/tag upload/download does not go through

Please check the following:

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

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

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

c. Do you have a firewall? If so make sure DLS IV has all access. 

     i.	Refer to Windows Troubleshooting

e. Is your 51004 port open 

     i.	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)


MCPH failed to initialize

Please check the following:

a. The Multi-Comm Port Handler is the service component that handles the comm port assignment of each job. This service allows Comm Port Sharing, without requiring any extra user intervention.

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


Panel connected before but won’t connect now

Please check the following:

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

     i.	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 

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

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

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