Troubleshooting guide

TD 92735EN
15 May 2012 / Ver. G
Installation and Operation Manual
Unite Connectivity Manager
184
24 Troubleshooting
24.1 General Troubleshooting
Log files
When troubleshooting it is always a good idea to examine the log files, since they provide
additional information that may prove useful. The first log to examine is the Status log,
found under Status on the Configuration page, but when reporting an error to your supplier
more advanced logs might be needed. Always include the appropriate log file. To find Info
log and Error log:
1 Click “Configuration” on the start page.
2 Select Other > Advanced Configuration in the menu on the Configuration page.
3 Click the “Troubleshoot” button on the Advanced Configuration page.
4 Click “View Info Log” or “View Error Log”.
Unite CM GUI does not start
To use the GUI, the computer must conform to the requirements listed in Data Sheet, Unite
Connectivity Manager, TD 92739EN. If you do not have the correct software versions
installed, contact your system administrator.
Firewall issues or no indication of connected device
If there is a firewall between Unite CM and any devices, the firewall may need some
configuration to allow communication. See Appendix A for a description of used ports.
24.2 Device Manager Troubleshooting
Device does not show up in Device Manager
If a connected device does not show up as connected in the Devices view, check the status of
the interface. Starting up mode is indicated during start of applications. If an application has
lost connection to a required resource it is indicated as application problem mode. An
Application problem is always shown as a persistent fault in the Status log.
If the information on the Configuration page shows Normal mode, it is not necessary to
check the System information.
1 Click “Configuration” on the start page.
2 Select Other > Advanced Configuration on the Configuration page.
3 Click the “Troubleshoot” button on the Advanced Configuration page.
4 Select “System information” in the menu. The System Information page opens. Check
system status.
Software in Device not recognised/synchronization fails
1 In the Devices view, check the parameter version for the device.
2 If the parameter version is highlighted with red, a package file (.pkg) including the
software file and definition file with that parameter version must be imported to
Unite CM. How to import a package file is described in the User Manual, Device
Manager in Unite Connectivity Manager, TD 92855EN.