Troubleshooting
Troubleshooting
When the communication test with UGW is NG, trouble shooting is performed according to the following steps.
No.1 A communication test (COM-TEST) results NG
Causes: Initial settings or network conditions is incomplete.
Remedy1:
1) Check network connections
Is the status indicator LED for the HUB port to which the main unit is connected ON?
YES: Proceed to Step 2).
NO: Check that the network cable is properly connected.
2) Confirm loop back address
a) Settings/ Registration > System Settings > Network Settings > TCP/ IP Settings > IPv4 Settings > PING Command. Input 127.0.0.1, and touch the Start button.
Is the response from the host displayed?
YES: Proceed to Step 3).
NO: There is a possibility that the main unit's network settings are wrong. Check the details of the IPv4 settings once more.
3) Confirmation from another PC connected to same network.
a) Request the user to ping the main unit from a PC connected to same network.
Does the main unit respond?
YES: Proceed to Step 4).
NO: Confirm the details of the main unit's IP address and subnet mask settings.
4) Confirm DNS connection
a) Settings/ Registration > System Settings > Network Settings > TCP/ IP Settings > IPv4 Settings > DNS Server > DNS Server Address Settings, and note down both the primary and secondary DNS server addresses.
b) Press Reset key.
c) Settings/ Registration > System Settings > Network Settings > TCP/ IP Settings > IPv4 Settings > PING command. Input the primary DNS server noted down in step a) as the IP address, and then touch Start.
Is the response from the host displayed?
YES: Proceed to Remedy2.
NO: Input the secondary DNS server noted down in step a) as the IP address, and then touch Start.
Is the response from the host displayed?
YES: Proceed to Remedy2.
NO: There is a possibility that the DNS server address is wrong. Reconfirm the address with the user's system administrator.
Remedy2: Troubleshooting using communication log
a) Enter Servicemode > #E-RDS > COM-LOG, and the following communication log will be displayed. Maximum 5 records are logged.
No:1 Ecode:840F2003
2009 01/09 17:27
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b) Select a log line and touch OK, then move on to log details.
*Network is not rea
dy , try later : get
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No.2 A communication test results NG! even if network setting is set properly.
Cause: No proper firmware has been installed, or E-RDS settings have not been completed.
Remedy: The following points should be checked.
1) Check the firmware compatibility of device.
2) Check network conditions such as proxy server settings and so on.
3) Check E-RDS setting.
a) Check the communication log from COM-LOG.
b) If RGW-ADR or RGW-PORT setting has changed, restore default value by Servicemode > #CLEAR > ERDS-DAT.
c) If CA certificate file has changed, restore the original certificate file installed at the factory shipment to the device by using a service support tool.
No.3 There was a log, indicating "Network is not ready, try later (No.22)" in error details of COM-LOG list.
Causes: A certain problem occurred in networking.
Remedy: Check and take actions mentioned below.
1) Check networking conditions and connections.
2) Turn on the power supply of a device and perform a communication test (Servicemode > #E-RDS > COM-TEST about 60 seconds later.
No.4 "Unknown error" is displayed though a communication test has done successfully.
Causes: A certain problem was in the server side, or possibly a network load has been added.
Remedy: The following points should be checked.
1) Change data transmission schedules, and then see how things going.
2) Try again after a period of time. If the same error persists, check the UGW status with a network and UGW administrator.