How to Troubleshoot the Issue Where the "Device not connected" Error Message is Shown during Send or Retrieve Settings for Suprema Devices

Owned by Tan Rong Wei (Unlicensed)
Last updated: Jun 04, 2020
4 min read
Problem (Issue) Statement:

How to troubleshoot the issue where the "Device not connected" error message is shown during Send or Retrieve Settings for Suprema Devices

Description:

This article will guide user to troubleshoot the issue where the "Device not connected" error message is shown during Send or Retrieve Settings for Suprema devices.

xPortalNet software allows users to send certain settings to Suprema devices like door parameters and card settings. Users can also retrieve the device version, date and time, as well as the installed card data from Suprema device.

However, users might get some error while sending command to Suprema device, like 'Device not connected' error. Refer to the steps below to troubleshoot the issue.

Related Software:xPortalNet v1.5
Related Hardware:MicroEngine controllers that support wiegand output, Suprema FaceStation2, Suprema FaceLite, Suprema BioEntry Plus, Suprema BioLite Net
System Application:NIL
Symptom and Finding:

1. Retrieve Version / Date Time / Card Data from Suprema device failed with error “Device Not Connected”.
Error of Device Not Connected 
Figure 1: Error of Device Not Connected 


2. Retrieve Version / Date Time / Card Data from Suprema device failed with error “Cannot find device Id [Suprema_device_ID]”
Error of Cannot Find DeviceID 
Figure 2: Error of Cannot Find DeviceID

Cause:

  1. In / Out reader settings for Suprema device in Door Setup (xPortalNet Server) is not configured properly. (Reader type, TTL In / Out reader no., Suprema Device ID)

  2. Device ID mismatched the Suprema Device ID settings in Door Setup.

  3. Suprema Wiegand output is connected to the wrong TTL port on controller.

  4. Suprema device is not properly connected to LAN, or there is a network communication conflict when Suprema device is not connected to the same network as xPortalNet services.

Solution:

Pre-requisites/ requirements

  1. xPortalNet PS v1.5 software version that support Suprema Interfacing module.

  2. This module is enabled in Demo version. However, a license dongle is required in order to activate the module in full software version.

  3. 'MicroEngine Suprema Comm Services' is required for the integration to work. This services can only be installed on 64-bit OS and must be installed on the same machine as xPortalNet Services.

  4. The Suprema device's IP settings must be configured by referring to Suprema manual. Otherwise, the SDK is not able to connect.

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Summary:

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Step-by-step Guide:

  • Check In / Out reader setting, TTL reader no., and Suprema Device ID in Door Setup (xPortalNet Server)

Step 1: Login to xPortalNet Server, then go to Server Admin > System Device Setup > Door.

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Step 2: Select door and click Modify. Check the door and Suprema device settings.

1. Make sure to select "Suprema" as Model No. and "Standard Wiegand 26 Bit" as Reader Type.

2. Make sure to select the right TTL In Reader No. and TTL Out Reader No.. Select TTL In Reader No. for entry door and TTL Out Reader No. for exit door.

3. Make sure to enter the correct Suprema device ID for In Reader and/or Out Reader.

Note

Users can find the Suprema device ID from the original packaging box of the device.

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Step 3: Save the door setup record after making the changes.

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Step 4: Go to xPortalNet Client > Device Comm > Send Door Setting.

Knowledge Base Link

Refer to How to Configure Suprema Devices to Integrate with MicroEngine Controllers article for more detail steps to configure Suprema devices in xPortalNet software.

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  • Check device's Wiegand output and TTL port connection, LAN port and cable connection, LED light or communication and connectivity icon on Suprema device

Step 1: Check the physical setup and connection for both controller and Suprema device.

1. Make sure the Suprema Wiegand output is connected to the right TTL port on the controller.

Example: If TTL In Reader No. is configured as 1 in Door Setup, then connect the Suprema device wiegand output to Reader 1 TTL port on the controller. If it is 2, then connect it to Reader 2 TTL port.

2. Make sure that Suprema device is properly connected to LAN. It is recommended to connect the device to the same LAN network as controller and xPortalNet services. This is to avoid any conflict with the connection.

Note

If you have set a static IP address for your Suprema device, you can ping the device IP address using Command Prompt to check whether the device can be found within the network range or not. 

Pinging Suprema Device IP Address 
Figure 3: Pinging Suprema Device IP Address

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Step 2: Observe the LED light or connection indicator icons on Suprema device.

For Suprema fingerprint devices like Suprema BioEntry Plus and Suprema BioLite Net, the blue colour LED and light blue colour LED will be blinking alternately when the device is connected and ready.

For Suprema face recognition devices like Suprema FaceStation2 and Suprema FaceLite, you should be able to see the data connection / communication icon on the main screen when the device is connected and ready.

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Step 3: Reset the controller as well as the device, if necessary.

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  • Check Suprema logs for any info / error

Step 1: If your device is still failed to connect, then you can view the Suprema logs for further checking. Open your Suprema logs folder (Default folder is "C:\ProgramData\MicroEngine\xPortalNet v1\Server\Suprema\Logs"), and open the latest updated log file in the folder.
Suprema Log Folder 
Figure 4: Suprema Log Folder

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Knowledge Base Link

Users may refer to How to Change Log Folder Directory for MicroEngine Suprema Communication Services article to configure the Suprema log files path setting if the Suprema log folder is not found.

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How Suprema logs can help users to troubleshoot 'Device Not Connected' issue?

Let's take an example of scenario whereby the Suprema device ID in Door Setup was wrongly entered, probably because of the device box being exchanged by accident.

You can consult the logs that contains information or error related to Suprema device, if it is found on the network. See example below:
A Different DeviceID Found 
Figure 5: A Different DeviceID Found

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This is another example of Suprema log when the device ID was not found due to incorrect TTL reader no. setting.
Error Shown When Incorrect TTL Reader No. Setting 
Figure 6: Error Shown When Incorrect TTL Reader No. Setting

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Refer to the flow diagram below to troubleshoot 'Device not connected' problem.
Troubleshooting Steps Flow Chart 
Figure 7: Troubleshooting Steps Flow Chart

Common Issues:NIL
Documentation Date:14/04/2020 (Rev 1.0)

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