New controller does not communicate

Diagnosis:

After adding a controller to the system, the new controller does not communicate with the software, i.e. on the Real time event window there are messages like "some commands returned error 263 Timeout”, or no events are displayed. Pressing on the Reset button of the controller does not give any event on the software screen.

Solutions:

The Controller LED should be checked:

• If the Controller Communication LED are constantly OFF:

→ Check that the controller network is correctly defined on the corresponding screen of the software and the controller address as well.

→ If the controller network is TCP, check that its IP address responds to a 'ping' MSDOS command. Note that you may ping for a specific duration and save the result in a log file with the following command: ping -t 192.168.0.254 -w 60000 >> c:\logfile.txt
where 192.168.0.254 is the IP address of the TCP module and 60000 = 60000ms=10min.

• When a card is presented on the reader, the Controller Communication LED are switched OFF:

→ A faulty card reader may disturb the controller operation.

→ There is not enough power supply to feed the readers.

→ Check that the electric strike and the controller don't use the same power supply. If electric strike consumption is more than 24V/1A, use an intermediate relay.

• If Green Communication LED blinks but not the Red one:

→ Check if another controller does not have the same address. Correct the address with the dip switches and press the controller Reset button.

→ Check that controller and system have the same communication speed. A new controller runs at 9600 baud by default.

• If Green communication LED is constantly ON:

→ Disconnect the controller from its communication bus. If the LED is still ON, remove the communication component (the one marked ‘Max3085’). If the LED switches OFF, replace the component as it has burned. Do not change the component on powered controller. You may buy this component from us or from any other dealer. The reference is UM3085 EEPA or MAX3085 (dip-8pins).

→ RS232/RS485 communication jumper may be in the false position.

→ If the controller is JET, look at this article.

→ Check Rx and Tx (or Hi and Lo) communication wires are not inverted.

• If Reset LED blinks non-stop:

→ ROM or CPU may be unsuitable for the controller. 128K RAM controllers (manufactured before 2005) cannot have ROM for 10,000 or more users. Moreover, Flash controllers don't accept EPROM and EPROM controllers don't accept Flash. EPROM has 28 pins and a sticker while Flash has 32 pins. Flash controllers have a component with a ‘BOOT’ sticker.

→ Check the positioning of electronic components (inverted or partially inserted).

→ CPU may be damaged. Generally it can be repaired in a DDS laboratory only. Replace the CPU making sure it is compatible with the controller type.

• If the Controller Communication LEDs are blinking but the communication is not steady:

→ On the switch, try to change the port of the TCP/IP cable.

→ Try to adjust the Waiting Delay in the Controller Network screen of GuardPointPro. For example, if the network has a latency and the polling timeout is 50msec, there will be communication errors non-stop. You are invited to contact us to get tips on our recommendations.

→ Check the latency of the network.

→ Open the Windows Task Manager on the GuardPointPro server and check that there is only one GuardPointPro process that is running. If not, close GuardPointPro and close all the processes and restart the GuardPointPro.

→ As controllers cannot communicate with more than one GuardPointPro server at the same time, make sure that GuardPointPro server is not running on another machine.

→ Check that the RS485 bus is not cabled as star configuration.

→ TCP module of Tibbo are very sensitive to broadcasting. If there are cameras or other devices in the same network, that could cause communication interferences with the Tibbo boards. In such case, the controllers network should be installed in a separated network like VLAN/VPN.

→ If the controller network is TCP, make sure that its IP address is unique.