How to Troubleshoot the Issue if Users are Unable to Ping the IP Address for IP Controllers in Command Prompt

During the process of Servicing and Maintenance at site, or attending to ad-hoc troubleshooting for Card Access System breakdown calls, System Integrator will mostly face issues on how to troubleshoot the system when the controller statuses are shown as Down at xPortal software.

Here, we have provided a guideline to troubleshoot the system when the controller statuses are shown as Down in xPortalNet software.
  
Figure 1: Guidelines to Troubleshoot the System When Controller Statuses are Shown as Down

Summary:

• To check the communication status of the controllers by using Command Prompt.

• To check the Incoming Power Supply 240VAC and 12VDC to the controller.

• To perform power reset on the controller.

• To test by connecting new network cable between controller and laptop.

• To perform continuity test on the network cable.

• To perform coldstart on the controller.

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Step-by-step Guide:

• To check the communication status of the controllers by using Command Prompt:

Step 1: Launch the Command Prompt using search bar (applicable to all Windows Version).

Step 2: Type Ping and enter a specific controller IP address and press Enter. You may see the result as below.
 
Figure 2: Response from Command Prompt

Step 3: If the Command Prompt showed the "Request timed out" message, this is due to the connection being down or the controller you are pinging does not respond to the ping.
 
Figure 3: Request Timed Out Response from Command Prompt

Step 4: User should proceed to the next section: To check incoming 240VAC to the switching mode power supply and 12VDC output from power supply to the controller board.

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• To check the Incoming Power Supply 240VAC and 12VDC to the controller:

Step 1: Go to the physical controller location and check the incoming 240VAC to switching power supply unit. Next, check and ensure that the controller receives 12VDC from the switching power supply output.

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Step 2: If the incoming 240VAC to switching power supply and 12VDC output from switching power supply to controller is within the correct voltage range, user should proceed to the next section: To reset power on the controller board.

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• To perform power reset on the controller:

Step 1: Remove the cable from anode and cathode terminals of the backup battery (if there is any).
 
Figure 4: Removing Cable from Anode and Cathode Terminals of the Backup Battery

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Step 2: Turn OFF the incoming power supply to the controller, wait for 5-10 seconds and turn ON the power supply again to reset the controller board.

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Step 3: Try to open the Command Prompt and ping the controller IP address again.

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Step 4: If the Command Prompt window showed replies from the pinged IP address, the xPortal Server PC is able to establish communications with the controller. Monitor the status of the controllers in the xPortal software and ensure that the controller statuses are shown as Up.
 
Figure 5: Command Prompt Showing that Controller IP Address is Able to be Pinged

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Step 5: But, if users are still unable to ping the controller IP address from xPortal's computer, users should proceed to the next section: To troubleshoot the system by connecting new network cable between controller and computer.

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• To troubleshoot the system by connecting new network cable between controller and laptop:

Step 1: Use a new network cable and directly plug in both ends between the laptop and controller.
 
Figure 6: Connecting the Controller to the Laptop

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Step 2: User to configure the network settings of the controller in the tester laptop.

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Step 3: Open the command prompt and ping the controller IP address again.

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Step 4: If the Command Prompt window showed replies from the pinged IP address, the tester laptop is able to establish communications with the controller. The existing network cable at the physical controller location may be faulty. Users should proceed to the next section: To perform continuity test on the network cable.
 
Figure 7: Replies from Command Prompt

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Step 5: If however, the Command Prompt is still unable to ping the controller IP address, users should skip the next section and proceed to the last section: To perform ColdStart on the controller.

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• To perform continuity test on the network cable:

Step 1: Perform the continuity test on the existing network cable from controller to the network switch and network switch to xPortal Server PC by using network tester.

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Step 2: If the existing network cable passed the continuity test, user should connect the existing network cable back to the system and proceed to the next section: To perform ColdStart on the controller.

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• To perform coldstart on the controller:

Step 1: User are then required to perform ColdStart on the controller based on the models below.

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/wiki/spaces/MICS/pages/920420652 

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Step 2: User should try and ping the default IP address for the IP controllers as shown below.

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Default IP Address for IP Controllers

• XP-M1000i / XP-M1300i – 192.168.1.10
• XP-M2000i / XP-M2300i – 192.168.1.10
• XP-SNET / XP-SNETv4 – 192.168.1.210
• XP-GT3500 / GTR1500 – 192.168.1.20
• XP-GLS 100 / 130 / 230 – 192.168.1.10
• XP-GLS 300 – 192.168.1.210
• XP-GLS5000 – 192.168.1.210

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Step 3: If the default IP address for specified IP controller is able to be pinged in Command Prompt, user to configure back the existing network settings of the controllers through Web Diagnostics or at the controller. 

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Step 4: User to monitor the IP controller status and ensure that the controller status is shown as UP in xPortal software

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Step 5: If after all the above troubleshooting steps are done, the controller statuses are still unable to be shown as UP in xPortal software, user is advised to send the controllers to MicroEngine office for checking and repairing.