CX Ethernet IP Level communications troubleshooting

[Product_Support]

Issue

CX level controller was once online and now appears as offline

Product Line

Andover Continuum

Environment

• Continuum
• Netcontroller
• CX
• ACX
• BCX

Cause

From time to time issues will be reported that controllers are offline at the IP level.

Resolution

Troubleshooting steps to perform:

1. From one of the existing sites Cyberstations perform a ping of the controller. If there are responses, verify that the response is from the controller and not another device. Verification of the response can be done via Wireshark capture if the CX appears to be responding.
2. If there are responses to the ping, then attempt to open up the web-configuration page for second generation controllers.
3. Verify the site’s Cyberstation is online itself. (Right-Click/edit the workstation and view the Comm
   Status. It will be either Online or Offline.)
4. With CyberStation installed on technician’s laptop with the same version as the site version. Plug an Ethernet cable into the same hub the controller is plugged into. Connect to the site database with the local laptop's CyberStation and start Continuum. Check the controller in Continuum Explorer to see if it shows offline to the local laptop's CyberStation. If the controller is online to the local laptop's Cyberstation, then it is clearly a site network issue. At that point we will need to make sure all the IP address info is correct; there is no port blocking, subnet masks, gateways etc… Standard network troubleshooting.
5. If the controller shows offline to the local laptop's CyberStation, then look at the CPU lights on the
   controller for activity. Watch the link light, CPU, IO bus lights if there is IO modules, etc… If those
   look abnormal and you have a smart phone it will be worthwhile to try and get a video of them to
   send into support for review.
6. If there is no link light then try disconnecting the Ethernet cable from the NETWORK SWITCH and plug it back in to check if it brings the controller back online.
7. If that does not bring the controller back online try disconnecting the Ethernet cable from the CONTROLLER and then immediately put it back and check if the controller comes back online.
8. If all of the above fail then the next step will be to power cycle the controller to try and bring it back online.
9. If communications cannot be established, contact support and open up a case for additional troubleshooting to determine if the controller needs to be sent to repair.
10. If communications is restored and further investigation is required, please retrieve the following
    information and open a case with support for review.
    1. Controller error log
    2. Controller offline listview exported to CSV
    3. A Wireshark LAN capture at the controller level with peak traffic occurring
    4. Additional information may be requested including a controller core dump. This is a very
       intensive process. Support will supply the Core Dump Utility if needed.

Please click HERE for a copy of these instructions in PDF format.