Difference between revisions of "Troubleshoot DigiGate Systems"

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Revision as of 16:56, 12 September 2014


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How do I do a J3 reset of the Syscon?


A J3 reset of the Syscon may be needed in certain situations to re-establish communications from the Syscon to the PC that runs the DigiWin program. Generally, this is only done if a simple reset does not solve the issue.

This procedure will erase any codes currently stored in the Syscons memory. You should check first that any communication errors are not the result of bad connections, incorrect setups, or problems with the PCs com port.

  1. Locate the power supply input to the System ControllerTerm for the Falcon XT, Falcon Base Unit, or Master Security computer that ‘controls’ AI Devices. box. It appears like a miniature microphone cord connection near the bottom right outside corner of the box.
  2. Disconnect the power supply from the System ControllerTerm for the Falcon XT, Falcon Base Unit, or Master Security computer that ‘controls’ AI Devices. box by unscrewing the connector and unplugging it.
  3. At the System ControllerTerm for the Falcon XT, Falcon Base Unit, or Master Security computer that ‘controls’ AI Devices. box, open the cover and locate the “J3” jumper . It is located to the left of the red power light on the back “System ControllerTerm for the Falcon XT, Falcon Base Unit, or Master Security computer that ‘controls’ AI Devices.” board.
  4. Pull the “J3” jumper off the circuit board pins (be careful not to lose it).
  5. Wait 10 seconds.
  6. Replace the “J3” jumper.
  7. Reconnect the power supply to the System ControllerTerm for the Falcon XT, Falcon Base Unit, or Master Security computer that ‘controls’ AI Devices. box.
  8. Reset the System ControllerTerm for the Falcon XT, Falcon Base Unit, or Master Security computer that ‘controls’ AI Devices. by pressing the “RESET” button to the left of the J3 Jumper. *If no “RESET” button is found, jump connections 1 & 3 of the P1 connector on the same board with a wire or paperclip.
  9. Repeat Step 2 above. The software setups and codes will now need to be reloaded from the Digiwin program on the PC to the Syscon. To do this, continue with Steps 10 through 22 below.
  10. At the DigiGate software, click on the “Utility” menu.
  11. In the “Utility” menu, click “Clear SysCon.”
  12. "Confirm - Clear System ControllerTerm for the Falcon XT, Falcon Base Unit, or Master Security computer that ‘controls’ AI Devices.?” dialogue box appears.
  13. In the “Confirm - Clear System ControllerTerm for the Falcon XT, Falcon Base Unit, or Master Security computer that ‘controls’ AI Devices.?” dialogue box, click “Yes.”
  14. A “Cold Start” message may appear on the Activity LogThe display window in the DigiGate program that shows the activities that occur at the system. For example: Code entries, bad passwords, alarms, doors opened and closed. etc. Can also refer to the program's database file that stores this information..
  15. In the “Utility” menu, click “Set ControllerTerm for the Falcon XT, Falcon Base Unit, or Master Security computer that ‘controls’ AI Devices..”
  16. “Set System ControllerTerm for the Falcon XT, Falcon Base Unit, or Master Security computer that ‘controls’ AI Devices.” dialogue box appears.
  17. In the “Set System ControllerTerm for the Falcon XT, Falcon Base Unit, or Master Security computer that ‘controls’ AI Devices.” dialogue box, click “OK.”
  18. The Set ControllerTerm for the Falcon XT, Falcon Base Unit, or Master Security computer that ‘controls’ AI Devices. process initiates, and then finishes.
  19. In the “Utility” menu, click “DownloadTo copy information from a main source or computer into a peripheral, for example copying a file from the internet into your local computer. All.”
  20. DownloadTo copy information from a main source or computer into a peripheral, for example copying a file from the internet into your local computer. All Units” dialogue box appears.
  21. In the “DownloadTo copy information from a main source or computer into a peripheral, for example copying a file from the internet into your local computer. All Units” dialogue box, click “OK.”
  22. The DownloadTo copy information from a main source or computer into a peripheral, for example copying a file from the internet into your local computer. All process initiates, and then finishes.

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Note: These troubleshooting steps assume that the network has been wired in accordance with PTI Security Systems specifications for Digitech RS-485 systems.

  • Troubleshooting a new site that is just being installed

The following troubleshooting steps are for a new site that has not been up and running before.

Symptom: No boards come online. (When a “Set Controller"[1] is performed, none of the boards on the RS-485 network show an on-line status report. This includes the DigiGraphics)

  1. Inside the Syscon, check the status of the two RS-485 LED’s on the lower board (Some Syscons may only have one board installed).
    RS485Troubleshooting1.png

  2. The Normal condition for the RS485A type of communications used for electronic devices. Generally, limited to four thousand total feet of wire length. Used for connecting the Falcon XT to AI Devices. lights is for both of them to be constantly flashing.
  3. If the RCV light is on solid, then goes off for a split second as the XMT light comes on, and repeats this every two seconds, then there is a short circuit between the positive and the negative lead of the RSX-485 bus. This short could be at any point in the RS-485 network. See the next section in this answer for instructions on locating a short circuit.
  4. If the RCV or the XMT lights do not light up at all, or if the RCV light is on solid and the XMT light does not flash, then the Syscon is not polling the network. Check the programming of the DigiWin software and make sure that the RS-485 network boards are defined correctly in the software setups.[2]
  5. If the XMT light flashes once every two seconds, and the RCV light does not come on, then there is a wiring problem in the RS-485 bus ( Open circuit or miswired connection ), or a problem with the MUXDoor Alarm Multiplexers take multiple inputs from individual door contacts and convert them to a single output back to the controller. Camera Multiplexers are similar in that they take multiple inputs from different cameras and create a single output back to the recorder. boards. See page 4 for instructions on troubleshooting these problems.



  • Troubleshooting a Short Circuit
  1. Disconnect the RS485A type of communications used for electronic devices. Generally, limited to four thousand total feet of wire length. Used for connecting the Falcon XT to AI Devices. line that goes from the Syscon to the DigiGraphics. Check to see if the RS485A type of communications used for electronic devices. Generally, limited to four thousand total feet of wire length. Used for connecting the Falcon XT to AI Devices. lights have returned to normal operation. If they have,
    • Inspect the line that runs to the DigiGraphics for shorts.
    • Check the wires at the RS-485 converter ( Connected to the back of the DigiGraphics ) and make sure they are connected correctly.
    • Replace the RS485A type of communications used for electronic devices. Generally, limited to four thousand total feet of wire length. Used for connecting the Falcon XT to AI Devices. converter at the DigiGraphics.
  2. If your system has a single branch of the RS-485 network that is connected to the controller (As shown in the example below), then start at the far end of the network and disconnect the last device from the RS-485 network. If your system has two branches, then you should disconnect one branch from the system controller at a time, to determine which branch the short circuit is in. Once you have determined which branch it is in, then start troubleshooting that single branch. (The system should not have more than 2 branches, and it can only branch at the system controller.).
    RS485Troubleshooting2.png

  3. Work your way back from the last device on the line towards the Syscon, disconnecting each board from the RS-485 network. Each time you disconnect a board, check the status lights inside the system controller to see if the short has been removed (The RCV light will no longer be on solid). Once you disconnect a board and the lights change, then you will find that the short is either in the last box you disconnected, or in the line running to the next box in the chain. This shows an example of how the lines were disconnected.
    RS485Troubleshooting3.png
    .
    Note: When you are disconnecting the RS-485 wires from the boards, check all of the wire connections for correct polarity and for any short circuits as you are doing this.
  4. Check each of the following areas for the short circuit after you have determined which box is at fault.
    • Check the outgoing wire to the next RS485A type of communications used for electronic devices. Generally, limited to four thousand total feet of wire length. Used for connecting the Falcon XT to AI Devices. device first (If applicable). Disconnect it from the boards and read it with a ohmmeter. Should read an open circuit.
    • The circuit board itself can be at fault. This requires replacement of the board.



  • Other wiring problems with the RS485A type of communications used for electronic devices. Generally, limited to four thousand total feet of wire length. Used for connecting the Falcon XT to AI Devices. Network

If the RS-485 XMIT light flashes by itself for a few seconds, then both lights flash for a few seconds, then the system is polling for a board and is not getting a response from it. Look for the following:

  1. Incorrect polarity of the wires when connected to the board.
  2. On connector P2 of the UniMux board or keypad board, check that the connector is not crimped down on the insulation of the wire instead of the wire itself.
  3. Check the continuity of the wires in the system.
  4. Check DigiWin software programming, to make sure the software is only polling boards that are on the system.
  5. Check the address settings of the various MUXDoor Alarm Multiplexers take multiple inputs from individual door contacts and convert them to a single output back to the controller. Camera Multiplexers are similar in that they take multiple inputs from different cameras and create a single output back to the recorder. boards to see if the correct MUXDoor Alarm Multiplexers take multiple inputs from individual door contacts and convert them to a single output back to the controller. Camera Multiplexers are similar in that they take multiple inputs from different cameras and create a single output back to the recorder. addresses are present and that you do not have any duplicate addresses set.


It can be useful to also check the status of each MUXDoor Alarm Multiplexers take multiple inputs from individual door contacts and convert them to a single output back to the controller. Camera Multiplexers are similar in that they take multiple inputs from different cameras and create a single output back to the recorder. boxes RS-485 lights. You should see the RCV light almost constantly flashing, with the XMIT light flashing at a slower rate. The rate the XMIT flashes depends on the total number of devices on the system. The more RS-485 devices the system has, the slower a board's XMIT light will flash.



  • Troubleshooting a site that was previously working

Use the following steps to troubleshoot a RS-485 network that was working when installed, but has failed at some point in time after the initial installation.

Again, these troubleshooting steps are only valid for systems that are installed as per Digitech specifications. It is possible for a system that is not installed to specification to work for a time, and then fail or operate intermittently.

The three different failure modes for these systems are:

  1. Component failure. This is when one of the boards on the system fails. This may or may not be the direct result of a surge. This type of problem usually manifests itself in one of two ways:
    • One board on the system goes “offline” and remains offline.
    • More than one or all RS-485 boards go offline, and may stay offline or switch back and forth over a period of time.
  2. External Damage: This is damage to the wires in the RS-485 system. This can be cause by wires that are unprotected and are damaged by a person. Or it can also be a result of poor installation that allows the wires to be damaged while being installed, and the problem manifests itself later in the life of the system.
  3. Surge Damage: This is caused by an electrical surge (lightning) that can damage the components on the MUXDoor Alarm Multiplexers take multiple inputs from individual door contacts and convert them to a single output back to the controller. Camera Multiplexers are similar in that they take multiple inputs from different cameras and create a single output back to the recorder. boards. These problems can also show up as boards cycling on and offline.


The most efficient check that can be made at this point is to observe the status LEDs of the Syscon and the RS-485 devices.

  1. Check to make sure that the Digitech software has not been altered, and that all MUXDoor Alarm Multiplexers take multiple inputs from individual door contacts and convert them to a single output back to the controller. Camera Multiplexers are similar in that they take multiple inputs from different cameras and create a single output back to the recorder. boards are defined in the setups for the system.
  2. Check the system for shorted RS-485 lines. Use the instructions at the beginning of this answer to look for short circuits. A common occurrence is for a RS-485 line to have been “nicked” when it was pulled into conduit, and the moisture in the conduit shorts out the line. Also RS-485 lines can become “pinched” or damaged inside of a building, causing a short to each other or to electrical ground.
  3. Isolate the system from the DigiGraphics converter.
  4. Use the “Divide & Conquer” method to isolate the system. Start from the Syscon and connect one part of the system at a time to see if they work. Use the DigiCom software tool to “poll” the RS-485 devices as you connect them one by one. Once you connect the faulty device, the system will stop operating.
  5. Watch out for systems that appear to only malfunction at certain times of day. For example, if a system works fine during the day and then starts to have offline problems at night, this is an indication that an electrical wiring problem may exist in the buildings the MUXDoor Alarm Multiplexers take multiple inputs from individual door contacts and convert them to a single output back to the controller. Camera Multiplexers are similar in that they take multiple inputs from different cameras and create a single output back to the recorder. boxes are attached to. Typically this would be something in the lighting control circuit or its electrical panel.

    Notes

  1. Setting the controller is done in the DigiWin program, under the Utilities MenuA list of commands or options that the user can choose from..
  2. To check the system settings, in the DigiWin program select the "ReportA presentation of data in the system, formatted to be printed on paper from a printer." MenuA list of commands or options that the user can choose from., then select "Misc. Reports", then "Setup Info".


This procedure will determine the origin of the keypad problem; which could be the keypad itself, the Keypad I/O Board, or the wiring between the two. This is a generalized method that can be used for several problems when you are just trying to narrow down the problem to the keypad, wiring harness or IO board.
Note: When a keypad has a whole row or column of numbers that does not work, the problem can be either the keypad or the Keypad Interface BoardA circuit board used in a Syscon. (Can be optional, but the majority of systems have them installed.) Provides inputs for up to 4 Standard 700 Keypads, and 6 Control Point outputs.. If a keypad has just a single number that does not work, it's usually the keypad itself that is the problem.

  • Swap the Keypad with one known to work. (If you only have one standard keypad, jump to the next section.)
    1. Remove the 4 Keypad Mounting screws on the problem keypad.
    2. Gently remove the keypad from its housing.
    3. Remove the Keypad plug from the back of the keypad.
      DigiGate Standard Keypad Back.png

    4. Take the keypad to a location that has a working keypad.
    5. Repeat the 3 steps above on the working keypad.
    6. Reverse the first 3 steps, installing the problem keypad where the working keypad was located. (You can only use one mounting screw to temporarily hold the keypad in place. Just don't lose them.)
    7. Take the good keypad to the location where you removed the problem keypad. Again reverse the first 3 steps, installing the working keypad where the problem keypad was located.
    8. Try both keypads and note the result.

  • If the problem moved with the keypad, the keypad is the cause and should be replaced or repaired. If the problem stayed at the gooseneck that originally had the problem, Continue with the next test.

  • Checking the Keypad I/O Board and the Wiring.
    1. On the Keypad I/O Board, remove the keypad plugs for the problem keypad and a working keypad. Mark each plug so that they are not confused.
      DigiGate IO Board Example.png

    2. Plug the keypad plug of the problem keypad into the socket where the working keypad plug was removed. (If you only have one keypad, it's probably plugged into the lower port of plug P3. Move it to the top port.)
    3. Plug the keypad plug of the working keypad into the socket where the problem keypad plug was removed.
    4. Try both keypads and note the result.
  • If the problem is at the same keypad as before, the problem is in the eleven conductor keypad wire going to that keypad. This wire will have to be replaced. If the problem switched to the other keypad, the problem is in the Keypad I/O board, which must be replaced.
    Note: You may occasionally run into a problem where a bad keypad or harness affects the other Digigate 700 keypads plugged into the same Keypad Interface BoardA circuit board used in a Syscon. (Can be optional, but the majority of systems have them installed.) Provides inputs for up to 4 Standard 700 Keypads, and 6 Control Point outputs.. In those cases, you may need to try the individual keypads without having the other harnesses plugged in. For instance a row of numbers is not working on three 700 kps. Use the method described above, but only plug in one keypad or harness at the time. The keypad or harness causing the problem will exhibit the symptoms individually and the others will not.