How to Troubleshoot the System if the xPortalNet Server PC is Able to Ping All IP Controllers in Command Prompt, but All Controller Statuses are Shown as Down in xPortalNet Software

After ensuring that the model for the controller was correctly selected, the controller status is still shown as Down in xPortalNet software.
 
Figure 1: Controller Status Shown as Down in Controller Tab

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User then used the Command Prompt to ping the controller, and the Command Prompt is able to receive response from the controller's iP address.
 
Figure 2: Command Prompt Receiving Response from Controller IP Address

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Summary:

• To check Windows Firewall settings and to allow xPortalNet software in the antivirus exception list on Server PC.

• To cross check the configuration settings between xPortalNet software and controller's web diagnostic.

• To check the xPortalNet Server PC IP Address.

• To check the Device configure IP Address on xPortalNet Services.

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Step-by-step Guide:

• To check Windows Firewall settings and to allow xPortalNet software in the antivirus exception list on Server PC:

Step 1: Users have to check and ensure that Window Firewall has enable the software for communication.

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Step 2: Check that xPortalNet software has properly been added into the antivirus software's exception list.

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Step 3: If all configurations are all checked and set properly but controllers still unable to show UP status in xPortalNet software, user may to refer next section: To cross check the configuration settings between xPortalNet software and controller's Web Diagnostic.

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• To cross check the configuration settings between xPortalNet software and controller's Web Diagnostic:

Step 1: Cross check and ensure that the configuration settings between xPortalNet software and controller's Web Diagnostic is the same.

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Step 2: If the settings are the same between xPortalNet software and controller's Web Diagnostic, users should proceed to the next section: To check the xPortalNet Server PC IP Address.

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• To check the xPortalNet Server PC IP Address:

Step 1: Launch the Command Prompt using search bar on the xPortalNet Server PC.

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Step 2: Type ipconfig and press Enter to display the networking information on the xPortalNet Server PC.
 
Figure 3: Command Prompt Window Showing the Ethernet Adapter Settings

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Step 2: Under the Ethernet Adapter Ethernet section, the IP address, subnet mask and default gateway for the network adaptor is shown. Users can also check the static IP address assigned to xPortalNet Server's PC.
 
Figure 4: Ethernet Adapter Ethernet Section

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Step 3: If the static IP Address configured in the software is incorrect, users will have to correct the configuration settings.

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Step 4: If the controller's status still remained as Down, proceed to the next section: To check the Device Communication IP Address configured on xPortalNet Services.

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• To check the Device Communication IP Address configured on xPortalNet Services:

Step 1: Go to Taskbar on desktop > select xPortalNet Services.
 
Figure 5: xPortalNet Services Icon 

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Step 2: Right click the xPortalNet Service and select Configure Device Communication IP Address.
 
Figure 6: Configure Device Communication IP Address in the Right-click Menu

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Step 3: The Set IP Address window will be shown as below and will indicate the current IP Address (xPortalNet Server PC current IP Address).
 
Figure 7: Select IP Address Window

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Step 4: If the IP Address is wrong, click on the drop-down arrow and select the correct IP address. Click OK to save the changes.
 
Figure 8: Selecting the Correct IP Address for xPortalNet Server PC

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Step 5: The following message will be shown to indicate that the Setting has been saved successfully. Click OK to continue.
 
Figure 9: Setting has been Saved Successfully Window

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Step 6: Next, the software will prompt the message to indicate that The IP Address for device communication has been changed. Click Yes to restart the communication.
 
Figure 10: The IP Address for Device Communication has been Changed Window

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Step 7: Last message will be shown and indicate that the request to restart communication has been submitted successfully. Click OK to complete the process.

Figure 11: The Request to Restart Communication has been Submitted Successfully Window

27/3/2020 (Rev 1.0)