Troubleshooting Controller Communication

Troubleshooting Controller Communication

The aim of this document is to help troubleshoot and diagnose communication issues with the controller

Firstly check the controllers TX and RX LEDs.  The LEDs should be completely off when the software is not running.

If the RX is on: 

Either the TX and RX are connected the wrong way around or you must connect a 120 Ohm resistor across the TX and RX.

In case there are 2 or more controller sharing the same RS485 bus, the 120Ω resistor should be installed ONLY on the last controller, as shown below: 

Once the RX and TX are off when software is off the next step is to check the controller address:

The controller has a dip switch block coloured red with 8 switches:

The controller must be rebooted after any changes are made.

The next step is to determine how the controller is connected, either via TCP/IP or via USB COM port.

If the controllers are connected via USB COM Port see this article

If the controllers are connected over Ethernet see this article

Once you have established the connection is all OK then run your GP10 software: 

Ensure the setting such as Adapter, IP address or COM Number and Port are correct

If communication is still not established, more complex troubleshooting will be required: 

GP10 Reinstallation / Residual Communication Files

If the controller can be successfully pinged and connected to by Telnet, and the Tibbo or Lantronix settings have also been confirmed, but the controller still will not activate or communicate in GuardPoint 10, check whether GP10 has previously been installed or reinstalled on the server.

In some cases, particularly where GP10 has been installed more than once, old ACS or communication service files can remain from a previous installation. These residual files can cause communication problems even though the TCP/IP connection to the controller is working correctly.

A typical indication of this type of problem is:

• The controller responds to Ping.
• Telnet to the controller communication port is successful.
• The Tibbo/Lantronix configuration has been checked.
• A redirected COM port can communicate with the controller and may even successfully read the controller firmware.
• However, GP10 itself is unable to activate or communicate with the controller.

If this situation occurs, a clean GP10 reinstallation may be required.

Before uninstalling GP10

Back up the GP10 licence before uninstalling.

The licence files are located in the:

ACS → ACSwServices folder

Also ensure that the appropriate GP10 database backup procedures have been followed where applicable.

Clean Reinstallation

1. Uninstall GuardPoint 10.
2. Remove any remaining GP10 files from the Program Files / GuardPoint 10 (GP10) installation folder.
3. Remove the remaining ProgramData / ACS folder.
4. Reboot the server.
5. Reinstall GuardPoint 10.
6. Configure GP10 and confirm that it is connected to the correct SQL Server and databases.
7. Reboot the server again.
8. Confirm the GP10 services have started correctly and test controller activation and communication again.

Do not delete or remove SQL database files as part of this process.

This procedure should normally only be considered once the controller's basic Ethernet connection and Tibbo/Lantronix communication have already been verified.

Why this check is important

A successful Ping or Telnet test proves that the server can establish a network connection to the controller's Ethernet adapter, but GP10 controller communication also relies on its own communication services and configuration.

Therefore, if direct communication to the controller works but GP10 communication does not, residual ACS or GP10 files from an earlier installation should be considered as a possible cause.

Otherwise it would be worth sending back the controller for further diagnosis: