Difference between revisions of "List of Communications Errors"

Revision as of 20:35, 10 December 2012

From time to time you may experience errors when trying to communicate to a panel using DLS 5. The following is a list of common errors, their causes, and their solutions.

PSTN Specific Errors

• Dialing [phone number] on modem 1 received busy signal: You will see this error if the modem successfully dialed the phone number but received a busy signal. Ensure that the phone line the panel is connected to is not in use. For more information on disabling dial and busy tone detection, see Modem Manager Configuration

• No dial tone detected on modem 1: This error is caused by the modem not detecting a dial tone on the line it is connected to. Makes sure the phone line is connected, working and not in use. For more information on disabling dial and busy tone detection, see Modem Manager Configuration

• The modem is not responding: You will see this error if you try to communicate using the modem and the serial cable, or serial to USB converter from the modem to the PC is disconnected. Ensure that the cable is connected tightly on both ends and there is no damage to the cable.

• The panel did not answer phone number [phone number]: This error is caused when the modem has successfully dialed and waited for the connection but the panel did not answer the call. Ensure that DLS is enabled on the panel and it is correctly set up for the proper number of rings, or double call. Make sure you have the correct phone number and all phone line connections are correct on the panel.

• The modem manager 127.0.0.1:51004 is not responding: This error is caused by trying to communicate with a panel while the MCPH service is stopped. Restart the MCPH service, ensure that it is running and try again.

• There are no modems available: If you see this error, it means that all modems have been removed from the Modem Manager Configuration. Ensure that the correct modems are added and configured.

• Timeout while waiting for panel to call back: This error will appear if you are trying to connect to a panel with call-back enabled and it does not call back within the allotted time. Ensure that the callback number in the panel is programmed correctly. If you are not using the callback method, disable the callback toggle option in the panel programming through the keypad.

• Your telephone number contains invalid characters. Valid characters are 0-9,#,*,W and comma.: Very simply this erorr means that your phone number contains characters which are not supported. Verify the correct phone number is entered omitting any characters other than 0-9,#,*,W and comma.

Ethernet/Internet Specific Errors

• Could not connect to [IP address]: This error is caused by DLS not being able to contact the provided IP address. Ensure that the IP address is correct and that all connections are secure. Make sure there are no firewalls blocking the communications to/from DLS 5.

SMS Specific Errors

• Bad SIM number: This is indicating the SIM number programmed in the account properties is invalid.

• Could not authenticate: This error indicates that the Connect 24 user name or password was not correct, or that the DLS "over GPRS" toggle option is disabled in the Connect 24 profile for this GSM communicator.

• Timeout while waiting for incoming connection: This indicates that there was no response received by the computer on the incoming port (51004 by default) which could indicate that DLS is disabled on the panel, or that the port used for communication may be blocked by a router setting or firewall.

• DLS lockout is active due to too many invalid attempts: This indicates that the installer code of the communicator used to connect to the panel is not correct and DLS is in lockout mode for one hour.

• DLS is not enabled or the DLS window has expired: This indicates that DLS is not enabled on the panel for the specific connection type you are using. For example on a Power Series alarm panel, ensure answering machine override/double call is enabled, and for an Alexor PC9155 or Impassa PC9057, ensure the DLS over alternate communicator option is enabled.

Miscellaneous Errors

• Connection Broken Before Completion: This error is caused by the panel or modem being disconnected from the phone line while DLS 5 is in the process of communicating via the PSTN communications, or by a noisy/weak phone line connection. This may also be caused by disconnecting the serial cable when communicating using PC-Link. Make sure all connections are secure.

• The [panel type] you are attempting to connecting to is not compatible with this version of DLS 5:This error will occur if you connect to a panel which does not match the current panel type of the account, and DLS 5 is unable to identify the panel to automatically update it.

• The panel type [panel type] in the account did not match the panel type [panel type] in the field: This means that the panel DLS V is attempting to connect to does not match the panel type of panel you have created in the account.

• Module auto detect found unsupported [module type]:This error will occur when DLS 5 has done a module auto-detect and has found a module which it does not recognize. While there may be some modules at various times which are not supported by DLS 5, keeping your software up to date is the best way to avoid receiving messages like this.

• Panel could not be identified:This error occurs when the DLS 5 software is unable to determine the panel type and version which it is connected to. This can often be caused when connecting by PSTN by either a noisy telephone line or something else (such as a fax machine) answering the line instead of the alarm panel. Ensure the telephone line is free of noise and is not a DSL line. Unplug any fax machines or computers which may be answering before the panel.

• The communicator is currently busy, please try again later: The communicator is currently completing another task.

• Timed out waiting for response: The DLS software did not receive a response from the panel or communicator in the specified amount of time.

• Bad access code: This means that the downloading access code which is programmed into the panel, does not match what you have entered in the DLS account. Please ensure DLS 5 and the control panel both have the same downloading access code programmed.

• The modem manager is not responding: This error denotes that the DLS 5 cannot communicate with the MCPH service. Ensure that the MCPH service is running.

• The panel did not answer: This error is caused by trying to connect to a panel through any of the connection types, and the panel not responding. This could be caused by DLS being disabled on the panel, a problem with the connection method, or in the case of a T-Link Module this could mean an incorrect encryption key.

• DLS connection refused because the panel is busy or the downloading access code is locked out: This error indicates that the downloading access code is not correct and DLS is in lockout mode for 1 hour.