Difference between revisions of "Troubleshooting Software Problems - StorLogix"

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LogixServer is a program used by StorLogix to communicate between the Falcon XT controller and the PC.  The troubleshooting steps will vary depending on which type of hardware connection you are using.
+
LogixServer is a program used by StorLogix to communicate between the Falcon XT controller and the PC.  The troubleshooting steps will vary depending on which type of hardware connection you are using.  Some of these troubleshooting steps may require the skills of an experienced network technician.
  
In all cases, the first few steps are the same.
+
The interface to LogixServer looks like this:
*Make sure that the controller has not lost power. (Plugs coming loose, transformer unplugged, fuses blown, breakers tripped, etc.)<br>
+
[[File:PTI LogixServer 1.png|none]]
*By far the most common hardware issue is a disconnected cable.  This could be a RS-232 cable that is not fastened down to the PC port, or to the Falcon XT, by its thumbscrews.  If a USB adapter is being used, the adapter can be loose in the USB port.<ref>Note that if you disconnect a USB adapter and reconnect it, you should plug it back in to the '''''same port'''''.  Using a different port may cause the USB to serial driver to stop working and introduce another problem into the system that has the same symptoms as the problem you are trying to fix!</ref>  Start at one end of the communication path and work your way towards the other end, checking each connection as you go.<br \>
+
<br>
*Check that your Windows power settings<ref>These power settings are typically located in your Windows Control Panel / Power Options menu.</ref> are set to NOT let the PC "hibernate" or "sleep".  If the machine goes into this state it will stop communications on its COM and USB ports and the LogixServer software cannot recover without being shut down and restarted.  Set these options to the "Never" setting.<br \>
+
  
 +
In all cases, the first few steps are the same.
 +
<ul>
 +
<li>Make sure that the controller has not lost power. (Plugs coming loose, transformer unplugged, fuses blown, breakers tripped, etc.)</li>
 +
<li>By far the most common hardware issue is a disconnected cable.  This could be a RS-232 cable that is not fastened down to the PC port, or to the Falcon XT, by its thumbscrews.  If a USB adapter is being used, the adapter can be loose in the USB port.<ref>Note that if you disconnect a USB adapter and reconnect it, you should plug it back in to the '''''same port'''''.  Using a different port may cause the USB to serial driver to stop working and introduce another problem into the system that has the same symptoms as the problem you are trying to fix!</ref>  Start at one end of the communication path and work your way towards the other end, checking each connection as you go.</li>
 +
<li>Check that your Windows power settings<ref>These power settings are typically located in your Windows Control Panel / Power Options menu.</ref> are set to NOT let the PC "hibernate" or "sleep".  If the machine goes into this state it will stop communications on its COM and USB ports and the LogixServer software cannot recover without being shut down and restarted.  Set these options to the "Never" setting.</li>
 +
</ul>
 
<ol>
 
<ol>
 +
<br>
 
<li>Connection using a 9 pin serial cable:
 
<li>Connection using a 9 pin serial cable:
 
<ul>
 
<ul>
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</li>
 
</li>
  
<li></li>
 
  
 +
<li>Connection using USB cable:
 +
<ul>
 +
<li>Reinstall the CP2101 drivers under Device Manager.</li>
 +
<li>Make sure a communications port appears under the Device Properties of Microsoft Windows for the “USB to UART Bridge Controller”.</li>
 +
<li>Unplug and plug the USB cable back into the PC (in the same port).  See if Windows automatically reads that a new device wants to be installed and if a driver installation wizard will appear.</li>
 +
<li>Rerun the LogixServer Setup wizard. Step 3 should show the “USB to UART bridge controller”.</li>
 +
<li>Make sure that you are not using an extension cable for the USB which makes the total overall length of the connection greater than 15 feet.  If so, you need to have a powered USB hub for this to work.</li>
 +
</ul>
 +
</li>
 +
 +
 +
<li>Connection using network:
 +
<ul>
 +
<li>Check your network components and make sure they have power.</li>
 +
<li>Make sure the network card appears under the Device Properties of Microsoft Windows on the PC. If not, then reinstall the network card or install a new network card.</li>
 +
<li>See if you are able to connect to the controller using either the Serial or USB cable.</li>
 +
<li>If using DHCP, check to make sure your router is DHCP Enabled and that you have the correct serial number for the controller.</li>
 +
<li>If you are selecting the IP address directly, make sure it follows the internal network IP address pattern for your router. For example, if you can get into the router setup using 192.168.0.1 in your internet browser, then your IP address for the controller should have the first 3 groups of numbers identical to the setup of the router, such as 192.168.0.3 or 192.168.0.5, depending on what address is available to use.</li>
 +
<li>Use the windows services manager to make sure that the PTINet Service is running.  How to open the services manager depends on which version of windows you are using.</li>
 +
<li>Make sure that port 7950 (both TCP and UDP) is accessible through any firewalls on the network, (either hardware based, or software based in windows).</li>
 +
</ul>
 +
</li>
  
 
</ol>
 
</ol>
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<br \>
 
<br \>
 +
LogixServer runs as a service on versions of StorLogix of 5.0 and greater.  It is used by StorLogix to communicate between the Falcon XT controller and the PC.  The troubleshooting steps will vary depending on which type of hardware connection you are using.
  
 +
The interface to the service is done through the program '''LogixServer Dashboard''' which can handle the connections for multiple sites simultaneously.
 +
[[File:PTI_LogixServer_2.png|none]]
 +
 +
Some of these troubleshooting steps may require the skills of an experienced network technician.
 +
 +
In all cases, the first few steps are the same.
 +
<ul>
 +
<li>Make sure that the controller has not lost power. (Plugs coming loose, transformer unplugged, fuses blown, breakers tripped, etc.)</li>
 +
<li>By far the most common hardware issue is a disconnected cable.  This could be a RS-232 cable that is not fastened down to the PC port, or to the Falcon XT, by its thumbscrews.  If a USB adapter is being used, the adapter can be loose in the USB port.<ref>Note that if you disconnect a USB adapter and reconnect it, you should plug it back in to the '''''same port'''''.  Using a different port may cause the USB to serial driver to stop working and introduce another problem into the system that has the same symptoms as the problem you are trying to fix!</ref>  Start at one end of the communication path and work your way towards the other end, checking each connection as you go.</li>
 +
<li>Check that your Windows power settings<ref>These power settings are typically located in your Windows Control Panel / Power Options menu.</ref> are set to NOT let the PC "hibernate" or "sleep".  If the machine goes into this state it will stop communications on its COM and USB ports and the LogixServer software cannot recover without being shut down and restarted.  Set these options to the "Never" setting.</li>
 +
<li>Use windows service manager to check the LogixServer service.  If it is not in the ''Started'' mode, start it.  If it is already, restart it.[[File:Service_Manager_Screen.png|none]]</li>
 +
</ul>
 +
<ol>
 +
<br>
 +
 +
<li>Connection using a 9 pin serial cable:
 +
<ul>
 +
<li>Make sure a communications port appears under the Device Properties of Microsoft Windows for the communication port(s) installed on the PC.</li>
 +
<li>Rerun the LogixServer Setup wizard using the '''Options''' menu for the site in the dashboard.  Step 3 should show the communication ports installed on the PC.</li>
 +
<li>Make sure the baud rate selected in the LogixServer Setup Wizard is set at 115200. Any baud rate above 115200 will not work.</li>
 +
<li>Remember that serial cables have a maximum length of 50 feet.</li>
 +
</ul>
 +
</li>
 +
 +
 +
<li>Connection using USB cable:
 +
<ul>
 +
<li>Reinstall the CP2101 drivers under Device Manager.</li>
 +
<li>Make sure a communications port appears under the Device Properties of Microsoft Windows for the “USB to UART Bridge Controller”.</li>
 +
<li>Unplug and plug the USB cable back into the PC (in the same port).  See if Windows automatically reads that a new device wants to be installed and if a driver installation wizard will appear.</li>
 +
<li>Rerun the LogixServer Setup wizard using the '''Options''' menu for the site in the dashboard. Step 3 should show the “USB to UART bridge controller”.</li>
 +
<li>Make sure that you are not using an extension cable for the USB which makes the total overall length of the connection greater than 15 feet.  If so, you need to have a powered USB hub for this to work.</li>
 +
</ul>
 +
</li>
 +
 +
 +
<li>Connection using network:
 +
<ul>
 +
<li>Check your network components and make sure they have power.</li>
 +
<li>Make sure the network card appears under the Device Properties of Microsoft Windows on the PC. If not, then reinstall the network card or install a new network card.</li>
 +
<li>See if you are able to connect to the controller using either the Serial or USB cable.</li>
 +
<li>If using DHCP, check to make sure your router is DHCP Enabled and that you have the correct serial number for the controller.</li>
 +
<li>If you are selecting the IP address directly, make sure it follows the internal network IP address pattern for your router. For example, if you can get into the router setup using 192.168.0.1 in your internet browser, then your IP address for the controller should have the first 3 groups of numbers identical to the setup of the router, such as 192.168.0.3 or 192.168.0.5, depending on what address is available to use.</li>
 +
<li>Make sure that port 7950 (both TCP and UDP) is accessible through any firewalls on the network, (either hardware based, or software based in windows).</li>
 +
</ul>
 +
</li>
 +
 +
</ol>
 +
 +
 +
 +
==Notes==
 +
<references />
  
 
<div style="float: right;">[[#LSIOD5linkhide|Hide]]</div>
 
<div style="float: right;">[[#LSIOD5linkhide|Hide]]</div>

Latest revision as of 09:20, 30 September 2014



LogixServer is a program used by StorLogix to communicate between the Falcon XTHardware controller used in conjunction with StorLogix software to control AI Devices at a site. controller and the PC. The troubleshooting steps will vary depending on which type of hardware connection you are using. Some of these troubleshooting steps may require the skills of an experienced network technician.

The interface to LogixServer looks like this:

PTI LogixServer 1.png


In all cases, the first few steps are the same.

  • Make sure that the controller has not lost power. (Plugs coming loose, transformer unplugged, fuses blown, breakers tripped, etc.)
  • By far the most common hardware issue is a disconnected cable. This could be a RS-232 cable that is not fastened down to the PC port, or to the Falcon XTHardware controller used in conjunction with StorLogix software to control AI Devices at a site., by its thumbscrews. If a USB adapter is being used, the adapter can be loose in the USB port.[1] Start at one end of the communication path and work your way towards the other end, checking each connection as you go.
  • Check that your Windows power settings[2] are set to NOT let the PC "hibernate" or "sleep". If the machine goes into this state it will stop communications on its COM and USB ports and the LogixServer software cannot recover without being shut down and restarted. Set these options to the "Never" setting.

  1. Connection using a 9 pin serial cable:
    • Make sure a communications port appears under the Device Properties of Microsoft Windows for the communication port(s) installed on the PC.
    • Rerun the LogixServer Setup wizard. Step 3 should show the communication ports installed on the PC.
    • Make sure the baud rate selected in the LogixServer Setup WizardAn application within StorLogix that takes the operator through a series of steps to easily setup a function. is set at 115200. Any baud rate above 115200 will not work.
    • Remember that serial cables have a maximum length of 50 feet.

  2. Connection using USB cable:
    • Reinstall the CP2101 drivers under Device ManagerProgram within Microsoft Windows which lists all of the hardware devices installed on the computer and allows the user to change the properties of any of these devices. Specifically used in conjunction with StorLogix software to set the baud rate for the communications ports..
    • Make sure a communications port appears under the Device Properties of Microsoft Windows for the “USB to UART Bridge ControllerTerm for the Falcon XT, Falcon Base Unit, or Master Security computer that ‘controls’ AI Devices.”.
    • Unplug and plug the USB cable back into the PC (in the same port). See if Windows automatically reads that a new device wants to be installed and if a driver installation wizard will appear.
    • Rerun the LogixServer Setup wizard. Step 3 should show the “USB to UART bridge controller”.
    • Make sure that you are not using an extension cable for the USB which makes the total overall length of the connection greater than 15 feet. If so, you need to have a powered USB hub for this to work.

  3. Connection using network:
    • Check your network components and make sure they have power.
    • Make sure the network card appears under the Device Properties of Microsoft Windows on the PC. If not, then reinstall the network card or install a new network card.
    • See if you are able to connect to the controller using either the Serial or USB cable.
    • If using DHCP, check to make sure your router is DHCP Enabled and that you have the correct serial number for the controller.
    • If you are selecting the IP address directly, make sure it follows the internal network IP address pattern for your router. For example, if you can get into the router setup using 192.168.0.1 in your internet browser, then your IP address for the controller should have the first 3 groups of numbers identical to the setup of the router, such as 192.168.0.3 or 192.168.0.5, depending on what address is available to use.
    • Use the windows services manager to make sure that the PTINet Service is running. How to open the services manager depends on which version of windows you are using.
    • Make sure that port 7950 (both TCP and UDP) is accessible through any firewalls on the network, (either hardware based, or software based in windows).

Notes

  1. Note that if you disconnect a USB adapter and reconnect it, you should plug it back in to the same port. Using a different port may cause the USB to serial driver to stop working and introduce another problem into the system that has the same symptoms as the problem you are trying to fix!
  2. These power settings are typically located in your Windows Control Panel / Power Options menu.


LogixServer runs as a service on versions of StorLogix of 5.0 and greater. It is used by StorLogix to communicate between the Falcon XTHardware controller used in conjunction with StorLogix software to control AI Devices at a site. controller and the PC. The troubleshooting steps will vary depending on which type of hardware connection you are using.

The interface to the service is done through the program LogixServer DashboardLogixServer controls the transfer of information between the Falcon XT, the Event Log database and the StorLogix database. Later versions of this program run as a service and have a GUI called "Dashboard" which can handle connections to multiple sites and databases. which can handle the connections for multiple sites simultaneously.

PTI LogixServer 2.png

Some of these troubleshooting steps may require the skills of an experienced network technician.

In all cases, the first few steps are the same.

  • Make sure that the controller has not lost power. (Plugs coming loose, transformer unplugged, fuses blown, breakers tripped, etc.)
  • By far the most common hardware issue is a disconnected cable. This could be a RS-232 cable that is not fastened down to the PC port, or to the Falcon XTHardware controller used in conjunction with StorLogix software to control AI Devices at a site., by its thumbscrews. If a USB adapter is being used, the adapter can be loose in the USB port.[1] Start at one end of the communication path and work your way towards the other end, checking each connection as you go.
  • Check that your Windows power settings[2] are set to NOT let the PC "hibernate" or "sleep". If the machine goes into this state it will stop communications on its COM and USB ports and the LogixServer software cannot recover without being shut down and restarted. Set these options to the "Never" setting.
  • Use windows service manager to check the LogixServer service. If it is not in the Started mode, start it. If it is already, restart it.
    Service Manager Screen.png

  1. Connection using a 9 pin serial cable:
    • Make sure a communications port appears under the Device Properties of Microsoft Windows for the communication port(s) installed on the PC.
    • Rerun the LogixServer Setup wizard using the Options menu for the site in the dashboard. Step 3 should show the communication ports installed on the PC.
    • Make sure the baud rate selected in the LogixServer Setup WizardAn application within StorLogix that takes the operator through a series of steps to easily setup a function. is set at 115200. Any baud rate above 115200 will not work.
    • Remember that serial cables have a maximum length of 50 feet.

  2. Connection using USB cable:
    • Reinstall the CP2101 drivers under Device ManagerProgram within Microsoft Windows which lists all of the hardware devices installed on the computer and allows the user to change the properties of any of these devices. Specifically used in conjunction with StorLogix software to set the baud rate for the communications ports..
    • Make sure a communications port appears under the Device Properties of Microsoft Windows for the “USB to UART Bridge ControllerTerm for the Falcon XT, Falcon Base Unit, or Master Security computer that ‘controls’ AI Devices.”.
    • Unplug and plug the USB cable back into the PC (in the same port). See if Windows automatically reads that a new device wants to be installed and if a driver installation wizard will appear.
    • Rerun the LogixServer Setup wizard using the Options menu for the site in the dashboard. Step 3 should show the “USB to UART bridge controller”.
    • Make sure that you are not using an extension cable for the USB which makes the total overall length of the connection greater than 15 feet. If so, you need to have a powered USB hub for this to work.

  3. Connection using network:
    • Check your network components and make sure they have power.
    • Make sure the network card appears under the Device Properties of Microsoft Windows on the PC. If not, then reinstall the network card or install a new network card.
    • See if you are able to connect to the controller using either the Serial or USB cable.
    • If using DHCP, check to make sure your router is DHCP Enabled and that you have the correct serial number for the controller.
    • If you are selecting the IP address directly, make sure it follows the internal network IP address pattern for your router. For example, if you can get into the router setup using 192.168.0.1 in your internet browser, then your IP address for the controller should have the first 3 groups of numbers identical to the setup of the router, such as 192.168.0.3 or 192.168.0.5, depending on what address is available to use.
    • Make sure that port 7950 (both TCP and UDP) is accessible through any firewalls on the network, (either hardware based, or software based in windows).

Notes

  1. Note that if you disconnect a USB adapter and reconnect it, you should plug it back in to the same port. Using a different port may cause the USB to serial driver to stop working and introduce another problem into the system that has the same symptoms as the problem you are trying to fix!
  2. These power settings are typically located in your Windows Control Panel / Power Options menu.