List of Communications Errors

From time to time you may experience errors when trying to communicate to a panel using DLS IV. 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 from the modem to the PC is disconnected. Ensure 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 never answered the call. Ensure that DLS is enabled in 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 127.0.0.1:51002 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.

• 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 IV.

• IP for Account [account number] not found in receiver [receiver IP address]:

• Programmed IP address matches IP address in receiver, please check network configuration:

• Receiver [receiver IP address] is not responding, please check network configuration:

• Cannot connect to server:

SMS Specific Errors

• Bad SIM number:

• Could not authenticate:

• Timeout while waiting for incoming connection:

• You do not have sufficient permission to perform this function:

Miscellaneous Errors

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

• Connection broken before completion:

• The [panel type] you are attempting to connect to is not compatible with this version of DLS IV:This error will occur if you connect to a panel which does not match the current panel type of the account, and DLS IV 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:

• Module auto detect found unsupported [module type]:This error will occur when DLS IV 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 IV, 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 IV 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:

• Timed out waiting for response:

• An unrecoverable error has occured when attempting to perform the communications. If the problem persists, please notify your administrator:

• 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 account workfile. Please ensure DLS IV and the control panel both have the same downloading access code programmed.

• The modem manager is not responding:

• 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.

• Timed out waiting for response: