Troubleshooting

Section 9: IP Remotes Can't Connect to LAN

  1. Check the LAN link LEDs on both the remote and the master.
  2. If the LEDs are lit, you can use a PC connected to the network to ping the network elements between the remote site and the NOC.
  3. Ping the remote, the gateway for the remote site, the gateway for the NOC, and the master.
  4. If you can't ping all four of those elements, you have an IP network problem. Ask your network administrator for help.
  5. If all pings are successful, unplug the remote and ping it again.
  6. The ping should fail - but if it doesn't, you have two devices with the same IP address. Check the remote's configuration and make sure it has a unique IP address.

Check for this likely cause: The Address Resolution Protocol (ARP) table of your router may need to be flushed. The ARP table associates IP addresses to MAC addresses. If another device has used this IP address - for example, if a turn-up tech used his laptop to verify the address - then the ARP table might still associate the IP address with an old MAC address. If the ARP table doesn't associate the remote's MAC address to its IP address, the router won't let packets get through.


Section 10: Dial-Up Remotes Can't Dial Out

  1. The most reliable tool for troubleshooting a dial-up connection is a plain old phone. (Note: You need two techs for this: one at the NOC and the other at the remote site.) Have the remote site tech dial into the master with an ordinary telephone and listen:
  2. Does it ring? If it doesn't, check your phone line.
  3. Does the master pick up?
  4. Do you hear the modem? Or do you hear a "This call cannot be completed" message?

What's going on: Remote sites often aren't allowed to call long-distance. If the remote site and the NOC are in different area codes, you may not be able to connect.

  1. If the phone line is OK, try dialing into the master using a PC running HyperTerminal. The master will try to resolve the HyperTerminal connection as if it were the remote dialing in to report an alarm.
  2. Watch the HyperTerminal window. Check if you get a connect message. Check if you're connecting at the correct baud rate.
  3. If you still can't connect, troubleshoot the master's modem.

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