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Communication Failure Using ION Meter Ethernet Port

Metering & Power Quality

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sesa211136_brid
Schneider Alumni (Retired)
Schneider Alumni (Retired)
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14
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Communication Failure Using ION Meter Ethernet Port


Hi All,

This month I'm facing two ethernet communication problem using ION Meter Ethernet Port in ION 7650 and ION 8650.

Both of them show the same error indication.

     1. Can't be PING-ed. Destination Host Unreachable

     2. LED Communication indicator is Steady ON (No Blink) even when the ethernet cable is un-plug.

Has anyone face a similiar problem before?

What procedure should be done in this situation?

Thank you.

Warm Regard,

Mustika


Accepted Solutions
sesa237142_brid
Schneider Alumni (Retired)
Schneider Alumni (Retired)

Re: Communication Failure Using ION Meter Ethernet Port


Hi Mustika

Please contact TSC center from India. Contact as below:

AdvancedTechSupport.IN@schneider-electric.com

BR

Belinda

See Answer In Context

14 Replies 14
sesa186702
Schneider Alumni (Retired)
Schneider Alumni (Retired)

Re: Communication Failure Using ION Meter Ethernet Port

I think you can follow these step

1.Verify that setting of ION is correct (IP, Sunet mask...) and changed as your need

2. Using the reliable Ethernet cable ( straight cable ) to connect from PC to ION Meter

3. Using the another PC or LAPTOP for testing to make sure the port of meter is good

If all condition above is great, you can ask CCC department for Contact VMS for repair

Regards

sesa50168
Schneider Alumni (Retired)
Schneider Alumni (Retired)

Re: Communication Failure Using ION Meter Ethernet Port

I'm not aware of there being communciation issues with either the ION7650 or ION8650.  The fact that you are having problems with both suggests a network or configuration issue.

The suggestions from Dang-Minh Tri are good trouble shooting items.  But issues like this really should be handled through the Technical Support team.

sesa211136_brid
Schneider Alumni (Retired)
Schneider Alumni (Retired)
0 Likes
0
770

Re: Communication Failure Using ION Meter Ethernet Port

Hi Dang-Minh,

I haven't try the third step.

I'll try it.

Thank you,

Mustika

sesa211136_brid
Schneider Alumni (Retired)
Schneider Alumni (Retired)
0 Likes
4
770

Re: Communication Failure Using ION Meter Ethernet Port

Dear John,

I'm pretty sure there's no configuration issue because I configure 6 similiar item(ION 8650) and 5 of them is OK

I'm agree this problem should be handled trough the technical support.

The problem is I'm having difficulties to find the technical support person for ION Meter and ION Software in my country.

I'm still struggling to find the right contact to ask.

Wish me luck.

Thank you

Mustika

alister_brunsde
Lt. Commander
Lt. Commander

Re: Communication Failure Using ION Meter Ethernet Port

Hi Mustika,

Are you connecting directly to your laptop/pc or through a switch? I've had problems communicating through managed switches that have MAC or IP address filtering/security enabled.

Matt_Curry
Administrator Administrator
Administrator

Re: Communication Failure Using ION Meter Ethernet Port

Hi and , Can you help Mustika find the right Tech Support contact to log a case?

dennis_meterlog
Lieutenant
Lieutenant

Re: Communication Failure Using ION Meter Ethernet Port

I have seen something like this immediately after a storm (with lightning). We determined that a nearby lightning strike damaged the com port on the ION as well as other equipment. If there is no chance a surge damaged the equipment attempt to cycle power to the meters.

sesa237142_brid
Schneider Alumni (Retired)
Schneider Alumni (Retired)

Re: Communication Failure Using ION Meter Ethernet Port


Hi Mustika

Please contact TSC center from India. Contact as below:

AdvancedTechSupport.IN@schneider-electric.com

BR

Belinda

sesa211136_brid
Schneider Alumni (Retired)
Schneider Alumni (Retired)
0 Likes
2
770

Re: Communication Failure Using ION Meter Ethernet Port

Hi Belinda,

Thank you for your help.

The last time(2013) I sent question to TSC India, they was directing my question back to Indonesia (Then my question go no where unanswered)

But today TSC India has give me respond for this problem.

Thank you very much for the information.

Btw, is this contact used only for Hardware Technical Support?

Can I use this contact for Power Software and Power Solution Technical Support?

Warm Regard,

Mustika

sesa211136_brid
Schneider Alumni (Retired)
Schneider Alumni (Retired)
0 Likes
0
770

Re: Communication Failure Using ION Meter Ethernet Port

Hi Alister,

Thank you for your suggestion. But I use direct connection in ION 7650 and Unmanaged Swicth Connection in ION 8650.

Warm Regard,

Mustika


sesa211136_brid
Schneider Alumni (Retired)
Schneider Alumni (Retired)
0 Likes
0
770

Re: Communication Failure Using ION Meter Ethernet Port

Dear Dennis.

In, ION 7650 case, actually this case happen after we replace a panel door where this meter was attached, so there's a possibiity this ION com port is damaged.

My friend has tried to power cycle the meter, but the symptom  was still appeared.

Warm Regard,

Mustika

sesa211136_brid
Schneider Alumni (Retired)
Schneider Alumni (Retired)
0 Likes
0
770

Re: Communication Failure Using ION Meter Ethernet Port

Hi Matt,

Thank you for your help. It really help me.

I had contacted TSC India as Belinda mentioned and they had given their respond.

Warm Regard,

Mustika

sesa237142_brid
Schneider Alumni (Retired)
Schneider Alumni (Retired)
0 Likes
1
769

Re: Communication Failure Using ION Meter Ethernet Port

TSC india covers Hardware and software which is products support.

For solution support you will need to contact:  global-ems-solutions-support@schneider-electric.com

BR

Belinda


sesa211136_brid
Schneider Alumni (Retired)
Schneider Alumni (Retired)
0 Likes
0
769

Re: Communication Failure Using ION Meter Ethernet Port

Thank you Belinda