Netbotz Wireless NBWC100U disabled

[DCIM_Support]

Hi guys, 

My customer has a Netbotz Wireless NBWC100U connected to a Netbotz 570 and some times it is disabled. To enable again I need to reset the Netbotz 570 and disconnect and connect the USB.

How can I avoid this problem?

Best regards,

Enric

(CID:105468746)

[DCIM_Support]

Hi Enric,

I've not seen that happen before. Let's check on a few things.

What firmware are you running on the NBRK0570?

What firmware does it show for the wireless coordinator?

You do have only one of these connected to the unit, correct?

You said you disconnected it and reconnected it, did you try installing it to a different USB port to rule out a port issue?

How long does it take to show up as disconnected? 

How many other sensors and pods (wired or wireless) are connected to this unit? If you connect only the coordinator for a test, does the issue still occur?

If you go to the wireless sensor setup, what exactly do you see?

Before the next occurrence of the issue, go into advanced view and change the logging levels. Change the global level to alert so you only get very few messages from other components. Set the wireless to informational or trace so you get the most info. 

The next time the issue occurs, grab the logs from:

http:///cgi-bin/nbSupportCGI?cmdid=logread

Steve

(CID:105468750)

[DCIM_Support]

Hi Steve,

The firmware running on the NBRK0570 it's the latest, 4.5.1.
How can I see the wireless coordinator firmware version?
I only have one wireless coordinator connected to the Netbotz 570.
I don't tried to connect the wireless coordinator to other USB port.
The wireless coordinator has been showed up as disconnected some weeks after the connection.
The Netbotz 570 has a lot of wired sensors and pods, about 50 sensors and 10 pods and we cannot connect only the wireless coordinator so the problem is happening after some weeks and we cannot have the other sensors unpluged.

When I go to the sensors, they are with grey color (unavailable) and show the value N/A.

I will change the level log and when it will occur again I'll send you the logs.

Best regards,

Enric

(CID:105469145)

[DCIM_Support]

Hi Enric,

To find the firmware, you need to go to the wireless sensor setup. Here's an example:

Since there are no batteries in the coordinator it is pulling power from the unit. With 10 pods, I'm wondering if there is a power issue. Do you have any power supplies connected to any of the sensor pods? Can you remove all the other sensors and reboot the device to see if the wireless coordinator is re-discovered? 

How long does it take for the coordinator to show disabled / disconnected? Are the wired sensor pods A-link or USB? Is the coordinator connected directly to the unit?

Steve

(CID:105469146)

[DCIM_Support]

Hi Steve, I've seen the firmware version as you can see in the attached screen shot. It's needed to upgrade or it's right? Anyway, the customer has just 8 pods connected with any additional power suply and we cannot do the trial you suggest. The coordinator is directly connected to the Netbotz 570, not to a pod. Regards, Enric

Captura.JPG

(CID:105469514)

[DCIM_Support]

Hi Enric,

If you have 5.4.1, the coordinator should upgrade to 1.0.3. It is possible that because it loses communications, it's not getting upgraded. Apparently your wireless sensors are not updating either.

It is possible that you have a faulty unit or coordinator and attaching the coordinator to another USB port would at least rule out a bad port on the unit but you have not tried that as per your statements above. If you can't run tests and troubleshoot, there's very little I can help with. I've seen no logs so if there is something happening on the bot that is causing this, I can't see it. I do understand that if the issue occurs only after a few weeks that it is difficult to troubleshoot but it is also difficult to suggest other options for troubleshooting.

You can try contacting tech support but before replacing any of the components, they will likely suggest similar troubleshooting steps before potential component replacement. I've not seen this issue before and it's likely that those that you would speak with in support have not either.

The only other options that I can see is that if you have other systems with similar setups, swap out the coordinators. At that point, if you have the issue again, you can at least see if it follows the coordinator or the NetBotz appliance.

Steve.

(CID:105469518)

[DCIM_Support]

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