NCR RSD Atlanta 7730GAI Electronic Pricing Transmitter User Manual Manual Chapter 7

NCR Corporation, RSD - Atlanta Electronic Pricing Transmitter Manual Chapter 7

Manual Chapter 7

Chapter 7: Testing and TroubleshootingCBS Diagnostics and TroubleshootingThe information in this chapter assists trained NCR Customer Servicepersonnel or other trained personnel in analyzing and isolatingproblems with the DecisioNet System.Ethernet Communication Diagnostic ToolsTools available for diagnosing Ethernet communication include theWindows NT utilities such as:• arp (ARP table query)• Displays ARP table contents (ARP cache association betweenMAC Address and IP Address)• Permits permanent ARP table entries• ipconfig (IP configuration query)• Displays current PC IP configuration for the system (Not theCBS)• netstat (network status query)• Displays protocol statistics and current connection information• ping (connection query)• Displays network traffic at the packet level• Network Monitor• Displays network traffic at the packet level• Performance Monitor7
7-2 Chapter 7: Testing and Troubleshooting• Displays network performance information graphicallyCBS Communications Diagnostic ToolsThe following DecisioNet diagnostics are available:• Status lights (LEDs) on the CBS• dncbsmtest (CBS manager test tool)• Obtain configuration information from CBS• Obtain CBS diagnostic information• Obtain CBS tallies• Configure CBS parameters• Configure RF parameters• Configure frequency hopping tablesSystem Error Log• Windows NT/2000 System Event Log• For error code descriptions refer to Chapter 10, "DecisioNet SystemMessages," in the DecisioNet User's Guide (B005-0000-1317).Site-specific RF Certification ReferenceDuring the initial installation, site-specific documents are created asspecified in the Certification/Re-Certification Site Survey Policy(497-0410343). These documents, provided to the DecisioNet TechnicalSupport Specialist at your area Managed Care Center, include thefollowing information:• Installation site survey forms• Store blueprint with RF infrastructure• Site certification test data• Site photos
Chapter 7: Testing and Troubleshooting 7-3The Managed Care Center can perform the DecisioNet System softwaretesting and troubleshooting described in this chapter.For additional information about site certification, refer to theRF Certification Utility Guide on the DecisioNet Implementation Guide(B005-0000-1250).Available training for the DecisioNet System includes a class onhardware and a class on implementation.
7-4 Chapter 7: Testing and TroubleshootingEthernet Communication Diagnostic Toolsarp (ARP table query)This Windows NT utility is run from the command line and displaysARP table contents showing the ARP cache association between MACAddresses and IP Addresses. You can also make permanent ARP tablesentries. Command line parameters are as follows:ipconfig (IP configuration query)This Windows NT utility displays current IP configuration for the In-store processor or computer where DecisioNet is installed. It does notshow IP configuration information for the DecisioNet CBS units.
Chapter 7: Testing and Troubleshooting 7-5netstat (network status query)This Windows NT utility displays protocol statistics and currentconnection information.
7-6 Chapter 7: Testing and Troubleshootingping (connection query)This utility can be used to display network traffic at the packet level.Network MonitorThis Windows utility is typically available on network servers andgraphically displays network traffic at a packet level.Station Statistics
Chapter 7: Testing and Troubleshooting 7-7Detail Screen
7-8 Chapter 7: Testing and TroubleshootingPerformance MonitorThe Performance Monitor is a Windows NT/2000 Utility that displaysNT/2000 performance information graphically. To access this utilityclick on the Start button on the lower left of the screen, select Programs> Administrative Tools (Common) > Performance Monitor.
Chapter 7: Testing and Troubleshooting 7-9CBS Communications Diagnostic ToolsThe following DecisioNet diagnostics are available:CBS Status Lights188778765432112 453678UplinkDDDDCCCC12 3 +24VDCGroundPower87654321 87654321 87654321The Ethernet status lights (LEDs) are in the top corners of the dataconnectors. The Power status light is a red LED shown to the right ofthe power receptacle in the previous illustration.The CBS status lights indicate the following conditions.LED State MeaningOn OK (power is on)Off PROBLEM (no power)Power (red)Blinking PROBLEM (intermittent power)On OK (good link)Off PROBLEM (no link)C (green)Ethernet linkstatus Blinking PROBLEM (intermittent link)On NOT DEFINEDOff PROBLEM (no receive activity)D (yellow)Ethernetactivity Blinking OK (receive activity)
7-10 Chapter 7: Testing and TroubleshootingdncbsmtestThis is the CBS Manager test tool that exercises all CBS Managerfunctionality. This tool is most useful in isolating CBS problems orfailures. Start this utility by typing dncbsmtest at the system prompt.Caution: Some of the dncbsmtest options are intended for NCRinternal use only. The following options are suggested to review andanalyze CBS problems and also set various parameters if required.Select Option 2 to access the CBS menu.
Chapter 7: Testing and Troubleshooting 7-11Obtain CBS Configuration InformationTo view configuration information for CBS 1, enter 17 (Get CBSParameter) and then 1 when prompted for the CBS ID.
7-12 Chapter 7: Testing and TroubleshootingTo view the IP address for CBS 1 enter 31.Obtain CBS Diagnostic InformationTo view diagnostic information for CBS 1, on the CBS Test menu enter10 (Get Diagnostic Status) and then 1 when prompted for the CBS ID.
Chapter 7: Testing and Troubleshooting 7-13Obtain CBS TalliesTo view tallies for a CBS 1, on the CBS Test menu enter 12 (Get Tallies)and then 1 when prompted for the CBS ID.Configure CBS ParametersYou can set the following CBS parameters by entering 18 (Set CBSParameters) on the CBS Test Menu.
7-14 Chapter 7: Testing and TroubleshootingConfigure RF ParametersYou can set the following RF parameters by entering 19 (Set RFParameters) on the CBS Test Menu.Configure Frequency Hopping TablesYou can modify the Frequency Hopping Table entries by entering 8(Set Frequency Hopping Table) on the CBS Test Menu.
Chapter 7: Testing and Troubleshooting 7-15System Error LogThe DecisioNet Log and Tally Manager controls event logging. AllDecisioNet events (errors and status information) are sent to theWindows NT or Windows 2000 Event Log.Error code (event) descriptions are documented in Chapter 10,"DecisioNet System Messages," of the DecisioNet User's Guide (B005-0000-1317).Windows NT System Event LogTo access the event log, click on the Start button on the lower left of thescreen, select Programs > Administrative Tools (Common) > EventViewer. The following illustration shows a DecisioNet event. Double-clicking on a line in the window displays the Event Detail screen.
7-16 Chapter 7: Testing and TroubleshootingBedcheckBedcheck verifies that ESLs are working properly. This function isintitiated using the ESL Manager Test utility (dneslmtest). You can dohardware checks and existence checks.Enter dneslmtest at a system prompt. The ESL Manager Test menudisplays.Enter a 2 to select the Send Bedcheck ESL Request option.You can send Bedcheck requests by one of 4 methods: Query, SerialNumber, Location ID, or Location Name.
Chapter 7: Testing and Troubleshooting 7-17Sending a Bedcheck Request by Serial NumberEnter a 2 and then complete each prompt as required to send therequest. The following screen shows a Hardware check sent to an ESLwith serial number of 1000cd.The results of the request display followed by the ESL Manager TestMenu.
7-18 Chapter 7: Testing and TroubleshootingTroubleshooting DecisioNet System ProblemsThe following tables help you troubleshoot the DecisioNet System.ESL TroubleshootingProblem Causes Possible RemediesESL displaysdashes. Defective ESL. Replace ESL.ESL flashes power-on diagnostics. Defective ESL. Replace ESL.ESL displays lowbattery symbol ( ). Battery is low. Release I ESL: replace ESL.Release II ESLs: replace batteries.ESL displays brokencharacters ormissing segments.Defective ESL. Replace ESL.ESL displays areseverely scrambled. Poor coverage. Refer to tables in the followingsection, Coverage Problems.Defective ESL. Replace ESL.ESL outside coverage area. Bring ESL into coverage area.CBS was recently powercycled. Wait. A ESL can take severalminutes to re-synchronize afterCBSs have been power cycled.Single ESL does notsynchronize. ESLdisplays sync dot(●).Poor coverage. Refer to tables in the followingsection, Coverage Problems.ESLs outside coveragearea. Add or modify infrastructure tocover area.Poor coverage. Refer to tables in the followingsection, Coverage Problems.CBSs are turned off. Turn on CBS system.Multiple ESLs donot synchronize.ESLs display syncdot (●).CBS communications areclosed or software is notrunning.Re-start software.
Chapter 7: Testing and Troubleshooting 7-19Problem Causes Possible RemediesCBS was recently powercycled. Wait. ESLs can take severalminutes to re-synchronize after aCBS power cycle.Defective ESL. Replace ESL.Software problem. Debug software.Store contains 2.4 GHzLAN device, and 7730system does not conformto co-existence guidelines.Make sure you are following thewireless LAN co-existenceguidelines. Make sure priceverifier is running.ESL shows wrongprice, but softwarereports ESLsuccessfullyacknowledged lastprice update.ESL has duplicate IDnumber due to incorrectinitload.Check for duplicate ID numbers inESL table and resolve.Defective ESL. Replace ESL.Software problem. Debug software.ESL outside coverage area. Bring ESL into coverage area.Poor coverage. Refer to tables in the followingsection, Coverage Problems.Software reports ESLdid not acknowledgeprice update.ESL does not exist. Replace ESL.ESL outside coverage area. Move ESL back into coverage area.Poor coverage. Refer to tables in the followingsection, Coverage Problems.Cannot initialize anew ESL.Defective ESL. Replace ESL.ESLs in freezers failmore frequently thanESLs in other parts ofstore.Standard ESL used infreezer. Replace standard ESL with freezerESL.Promotionalmessages in freezerlook dim or sluggish.Standard ESL used infreezer. Replace standard ESL with freezerESL.
7-20 Chapter 7: Testing and TroubleshootingGeneral Performance TroubleshootingProblem Causes Possible RemediesESLs outside coveragearea. Move ESLs back into coveragearea.Promotionalmessages frequentlyfail. Price updatesseem to work okay. Poor coverage. Refer to tables in the followingsection, Coverage Problems.ESLs outside coveragearea. Move ESLs back into coveragearea.Initload is extremelyslow. Poor coverage. Refer to tables in the followingsection, Coverage Problems.ESLs outside coveragearea. Move ESLs back into coveragearea.Promotionalupdates are veryslow. Poor coverage. Refer to tables in the followingsection, Coverage Problems.Note: If troubleshooting fails to diagnose the problem, power cycle theCBSs and ISP.CBS TroubleshootingStep 1. Do any CBSs communicate?Problem Causes Possible RemediesPrimary CBS is defective. Replace primary CBS.Defective Power orcommunications cablingto primary CBS orbetween primary andsecondary CBSs.Check cabling.CBS power is off. Power up CBS system.Cannot communicatewith primary CBS.RX/TX lights onEthernet Hub orprimary CBS are notblinking.CBS communications areclosed or software is notrunning.Initiate CBS communications onstart software.
Chapter 7: Testing and Troubleshooting 7-21Step 2. Do some CBSs communicate and some not?Problem Causes Possible RemediesDefective cable orincorrectly wiredconnector caused a breakin communicationsomewhere in CBS chain.Check cables.Two CBSs are configuredwith the same address. Check CBS address settings.Primary CBScommunications areOK, but other CBSsdo not communicateat all.CBS is defective. Replace CBS.Power or communicationcable run is too long. Check cable length guidelines.Shorten cable run if necessary.CBS is defective. Replace CBS.CBS communicationis unreliable.Communication cabling isdamaged or defective. Check communication cabling.CBS shows RF Offand RF Power lowdiagnostics whileother CBSs operatecorrectly.Excessive power cablelength. Decrease power cable length.Step 3. Are the CBS diagnostics OK?Problem Causes Possible RemediesPrimary CBS sends atiming signal that is usedby all secondary CBSs.Bad communicationcable. Check communication cabling.All secondary CBSsreport "sync lost"diagnostic.Bad primary CBS. Replace primary CBS.Bad communicationcable. Check communication cabling.Single CBS reportsCBS sync lost. Bad CBS. Replace CBS.
7-22 Chapter 7: Testing and TroubleshootingProblem Causes Possible RemediesRX and TX antennas aretoo close together. Move antennas to maintainminimum RX to TX distance of 9.1m (30 ft.), except for the 100 mWEIRP CBS which can be 3.7 m (12ft.). This problem is common inback offices.Damaged TX cable orantenna. Replace TX cable or antenna.CBS reportsintermittent orcontinuous lowoutput powerdiagnostic withoutRF power offdiagnostic.Defective CBS. Replace CBS.dncbsconfig.xml notconfigured to includeproblem CBS.Fix dncbsconfig.xml.CBS communications areclosed. Re-start software.CBS system has not fullypowered up andinitialized.Wait 30 seconds and re-checkdiagnostics.CBS reports lowoutput powerdiagnostic and RFpower offdiagnostic.Power cable run lengthexceeds guidelines. Check cable length guidelines.Shorten cable run if necessary.
Chapter 7: Testing and Troubleshooting 7-23Coverage TroubleshootingStep 1. Do any CBSs communicate?Problem Causes Possible RemediesISP or CBS in quasi-statedue to unknown problem. Re-start base software. If noimprovement, power the CBShardware off and then on. If noimprovement, re-boot ISP.Primary CBS is defective. Replace primary CBS.Defective Power orcommunications cablingto primary CBS orbetween primary andsecondary CBSs.Check cabling.CBS power is off. Power up CBS system.Cannot communicatewith primary CBS.RX/TX lights onEthernet hub orPrimary CBS notblinking.CBS communications areclosed or software is notrunning.Initiate CBS communications onstart software.Step 2. Check for sources of RF noise.Problem Possible RemediesSite planning did not follow wireless LANor microwave oven co-existenceguidelines.Verify that the site conforms to thewireless LAN co-existence guidelines inthe Implementation Guide.Store contains 2.4 GHz wireless LANsystem that was missed during the sitesurvey or added after infrastructure install.Locate the wireless LAN access points andmodify the infrastructure according to thewireless LAN co-existence guidelines in theImplementation Guide.
7-24 Chapter 7: Testing and TroubleshootingStep 3. Improve the infrastructure.Problem Causes Possible RemediesPrimary CBS sends atiming signal that is usedby all secondary CBSs.Bad communicationcable. Check communication cabling.All secondary CBSsreport "sync lost"diagnostic.Bad primary CBS. Replace primary CBS.Antenna not connected. Connect antenna.RX antennaconfigurationdiagnostics do notmatch site plan.Antenna damaged ormissing. Replace antenna.Bad communicationcable. Check communication cablingbetween CBSs, in particular theMCLK wire pair.Some CBSs reportRF board sync lost.Problem may beintermittent. Bad CBS. Replace CBS.CBSs were powered onwhile communicationswere closed.Open CBS communications usingDNCBSMTEST.Bad communicationcable. Check communication cablingbetween CBSs, in particularMCLK wire pair.CBS reports DSPROM version V0with checksum V0.Defective CBS. Replace CBS.Damaged TX cable orantenna. Replace TX cable or antenna.Power or communicationcable run is too long. Check cable length guidelines.Shorten cable run if necessary.CBS reportsintermittent orcontinuous lowoutput powerdiagnostic withoutRF power offdiagnostic.Defective CBS. Replace CBS.CBS reports lowoutput powerdiagnostic and RFpower offdiagnostic.dncbsconfig.xml notconfigured to includeproblem CBS.Fix dncbsconfig.xml.
Chapter 7: Testing and Troubleshooting 7-25Problem Causes Possible RemediesCBS communications areclosed. Re-start software.CBS system has not fullypowered up andinitialized.Wait 30 seconds and re-checkdiagnostics.Power cable run lengthexceeds guidelines. Check cable length guidelines.Shorten cable run if necessary.
7-26 Chapter 7: Testing and Troubleshooting

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