NCR RSD Atlanta 7730GAI Electronic Pricing Transmitter User Manual Manual Chapter 7
NCR Corporation, RSD - Atlanta Electronic Pricing Transmitter Manual Chapter 7
Contents
Manual Chapter 7
Chapter 7: Testing and Troubleshooting CBS Diagnostics and Troubleshooting The information in this chapter assists trained NCR Customer Service personnel or other trained personnel in analyzing and isolating problems with the DecisioNet System. Ethernet Communication Diagnostic Tools Tools available for diagnosing Ethernet communication include the Windows NT utilities such as: • • arp (ARP table query) • Displays ARP table contents (ARP cache association between MAC Address and IP Address) • Permits permanent ARP table entries ipconfig (IP configuration query) • • netstat (network status query) • • Displays network traffic at the packet level Network Monitor • • Displays protocol statistics and current connection information ping (connection query) • • Displays current PC IP configuration for the system (Not the CBS) Displays network traffic at the packet level Performance Monitor 7-2 Chapter 7: Testing and Troubleshooting • Displays network performance information graphically CBS Communications Diagnostic Tools The 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 tables System Error Log • Windows NT/2000 System Event Log • For error code descriptions refer to Chapter 10, "DecisioNet System Messages," in the DecisioNet User's Guide (B005-0000-1317). Site-specific RF Certification Reference During the initial installation, site-specific documents are created as specified in the Certification/Re-Certification Site Survey Policy (497-0410343). These documents, provided to the DecisioNet Technical Support Specialist at your area Managed Care Center, include the following information: • Installation site survey forms • Store blueprint with RF infrastructure • Site certification test data • Site photos Chapter 7: Testing and Troubleshooting 7-3 The Managed Care Center can perform the DecisioNet System software testing and troubleshooting described in this chapter. For additional information about site certification, refer to the RF Certification Utility Guide on the DecisioNet Implementation Guide (B005-0000-1250). Available training for the DecisioNet System includes a class on hardware and a class on implementation. 7-4 Chapter 7: Testing and Troubleshooting Ethernet Communication Diagnostic Tools arp (ARP table query) This Windows NT utility is run from the command line and displays ARP table contents showing the ARP cache association between MAC Addresses and IP Addresses. You can also make permanent ARP tables entries. Command line parameters are as follows: ipconfig (IP configuration query) This Windows NT utility displays current IP configuration for the Instore processor or computer where DecisioNet is installed. It does not show IP configuration information for the DecisioNet CBS units. Chapter 7: Testing and Troubleshooting netstat (network status query) This Windows NT utility displays protocol statistics and current connection information. 7-5 7-6 Chapter 7: Testing and Troubleshooting ping (connection query) This utility can be used to display network traffic at the packet level. Network Monitor This Windows utility is typically available on network servers and graphically displays network traffic at a packet level. Station Statistics Chapter 7: Testing and Troubleshooting Detail Screen 7-7 7-8 Chapter 7: Testing and Troubleshooting Performance Monitor The Performance Monitor is a Windows NT/2000 Utility that displays NT/2000 performance information graphically. To access this utility click on the Start button on the lower left of the screen, select Programs > Administrative Tools (Common) > Performance Monitor. Chapter 7: Testing and Troubleshooting 7-9 CBS Communications Diagnostic Tools The following DecisioNet diagnostics are available: CBS Status Lights Uplink +24VDC Power 87654321 87654321 87654321 87654321 Ground 18877 The Ethernet status lights (LEDs) are in the top corners of the data connectors. The Power status light is a red LED shown to the right of the power receptacle in the previous illustration. The CBS status lights indicate the following conditions. LED State Meaning Power (red) On OK (power is on) Off Blinking C (green) On Ethernet link Off status Blinking D (yellow) On Ethernet Off activity Blinking PROBLEM (no power) PROBLEM (intermittent power) OK (good link) PROBLEM (no link) PROBLEM (intermittent link) NOT DEFINED PROBLEM (no receive activity) OK (receive activity) 7-10 Chapter 7: Testing and Troubleshooting dncbsmtest This is the CBS Manager test tool that exercises all CBS Manager functionality. This tool is most useful in isolating CBS problems or failures. Start this utility by typing dncbsmtest at the system prompt. Caution: Some of the dncbsmtest options are intended for NCR internal use only. The following options are suggested to review and analyze CBS problems and also set various parameters if required. Select Option 2 to access the CBS menu. Chapter 7: Testing and Troubleshooting Obtain CBS Configuration Information To view configuration information for CBS 1, enter 17 (Get CBS Parameter) and then 1 when prompted for the CBS ID. 7-11 7-12 Chapter 7: Testing and Troubleshooting To view the IP address for CBS 1 enter 31. Obtain CBS Diagnostic Information To view diagnostic information for CBS 1, on the CBS Test menu enter 10 (Get Diagnostic Status) and then 1 when prompted for the CBS ID. Chapter 7: Testing and Troubleshooting 7-13 Obtain CBS Tallies To 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 Parameters You can set the following CBS parameters by entering 18 (Set CBS Parameters) on the CBS Test Menu. 7-14 Chapter 7: Testing and Troubleshooting Configure RF Parameters You can set the following RF parameters by entering 19 (Set RF Parameters) on the CBS Test Menu. Configure Frequency Hopping Tables You can modify the Frequency Hopping Table entries by entering 8 (Set Frequency Hopping Table) on the CBS Test Menu. Chapter 7: Testing and Troubleshooting 7-15 System Error Log The DecisioNet Log and Tally Manager controls event logging. All DecisioNet events (errors and status information) are sent to the Windows NT or Windows 2000 Event Log. Error code (event) descriptions are documented in Chapter 10, "DecisioNet System Messages," of the DecisioNet User's Guide (B0050000-1317). Windows NT System Event Log To access the event log, click on the Start button on the lower left of the screen, select Programs > Administrative Tools (Common) > Event Viewer. The following illustration shows a DecisioNet event. Doubleclicking on a line in the window displays the Event Detail screen. 7-16 Chapter 7: Testing and Troubleshooting Bedcheck Bedcheck verifies that ESLs are working properly. This function is intitiated using the ESL Manager Test utility (dneslmtest). You can do hardware checks and existence checks. Enter dneslmtest at a system prompt. The ESL Manager Test menu displays. Enter a 2 to select the Send Bedcheck ESL Request option. You can send Bedcheck requests by one of 4 methods: Query, Serial Number, Location ID, or Location Name. Chapter 7: Testing and Troubleshooting 7-17 Sending a Bedcheck Request by Serial Number Enter a 2 and then complete each prompt as required to send the request. The following screen shows a Hardware check sent to an ESL with serial number of 1000cd. The results of the request display followed by the ESL Manager Test Menu. 7-18 Chapter 7: Testing and Troubleshooting Troubleshooting DecisioNet System Problems The following tables help you troubleshoot the DecisioNet System. ESL Troubleshooting Problem Causes Possible Remedies ESL displays dashes. Defective ESL. Replace ESL. ESL flashes poweron diagnostics. ESL displays low battery symbol ( ). ESL displays broken characters or missing segments. ESL displays are severely scrambled. Defective ESL. Replace ESL. Battery is low. Release I ESL: replace ESL. Release II ESLs: replace batteries. Replace ESL. Poor coverage. Refer to tables in the following section, Coverage Problems. Single ESL does not synchronize. ESL displays sync dot (●). Defective ESL. ESL outside coverage area. CBS was recently power cycled. Replace ESL. Bring ESL into coverage area. Wait. A ESL can take several minutes to re-synchronize after CBSs have been power cycled. Poor coverage. Refer to tables in the following section, Coverage Problems. Add or modify infrastructure to cover area. Refer to tables in the following section, Coverage Problems. Turn on CBS system. Multiple ESLs do not synchronize. ESLs display sync dot (●). Defective ESL. ESLs outside coverage area. Poor coverage. CBSs are turned off. CBS communications are closed or software is not running. Re-start software. Chapter 7: Testing and Troubleshooting Problem ESL shows wrong price, but software reports ESL successfully acknowledged last price update. Software reports ESL did not acknowledge price update. Cannot initialize a new ESL. Causes Possible Remedies CBS was recently power cycled. Wait. ESLs can take several minutes to re-synchronize after a CBS power cycle. Replace ESL. Debug software. Make sure you are following the wireless LAN co-existence guidelines. Make sure price verifier is running. Defective ESL. Software problem. Store contains 2.4 GHz LAN device, and 7730 system does not conform to co-existence guidelines. ESL has duplicate ID number due to incorrect initload. Defective ESL. Software problem. ESL outside coverage area. Poor coverage. ESL does not exist. ESL outside coverage area. Poor coverage. Defective ESL. Standard ESL used in freezer. ESLs in freezers fail more frequently than ESLs in other parts of store. Promotional Standard ESL used in messages in freezer freezer. look dim or sluggish. 7-19 Check for duplicate ID numbers in ESL table and resolve. Replace ESL. Debug software. Bring ESL into coverage area. Refer to tables in the following section, Coverage Problems. Replace ESL. Move ESL back into coverage area. Refer to tables in the following section, Coverage Problems. Replace ESL. Replace standard ESL with freezer ESL. Replace standard ESL with freezer ESL. 7-20 Chapter 7: Testing and Troubleshooting General Performance Troubleshooting Problem Causes Possible Remedies Promotional messages frequently fail. Price updates seem to work okay. ESLs outside coverage area. Poor coverage. Initload is extremely slow. ESLs outside coverage area. Poor coverage. Promotional updates are very slow. ESLs outside coverage area. Poor coverage. Move ESLs back into coverage area. Refer to tables in the following section, Coverage Problems. Move ESLs back into coverage area. Refer to tables in the following section, Coverage Problems. Move ESLs back into coverage area. Refer to tables in the following section, Coverage Problems. Note: If troubleshooting fails to diagnose the problem, power cycle the CBSs and ISP. CBS Troubleshooting Step 1. Do any CBSs communicate? Problem Causes Possible Remedies Cannot communicate with primary CBS. RX/TX lights on Ethernet Hub or primary CBS are not blinking. Primary CBS is defective. Replace primary CBS. Defective Power or communications cabling to primary CBS or between primary and secondary CBSs. CBS power is off. CBS communications are closed or software is not running. Check cabling. Power up CBS system. Initiate CBS communications on start software. Chapter 7: Testing and Troubleshooting Step 2. Do some CBSs communicate and some not? Problem Causes Possible Remedies Primary CBS communications are OK, but other CBSs do not communicate at all. Defective cable or incorrectly wired connector caused a break in communication somewhere in CBS chain. Check cables. Two CBSs are configured with the same address. CBS is defective. Power or communication cable run is too long. CBS is defective. Check CBS address settings. Communication cabling is damaged or defective. Check communication cabling. Excessive power cable length. Decrease power cable length. CBS communication is unreliable. CBS shows RF Off and RF Power low diagnostics while other CBSs operate correctly. Replace CBS. Check cable length guidelines. Shorten cable run if necessary. Replace CBS. Step 3. Are the CBS diagnostics OK? Problem Causes All secondary CBSs report "sync lost" diagnostic. Primary CBS sends a timing signal that is used by all secondary CBSs. Single CBS reports CBS sync lost. Bad communication cable. Bad primary CBS. Bad communication cable. Bad CBS. Possible Remedies Check communication cabling. Replace primary CBS. Check communication cabling. Replace CBS. 7-21 7-22 Chapter 7: Testing and Troubleshooting Problem CBS reports intermittent or continuous low output power diagnostic without RF power off diagnostic. CBS reports low output power diagnostic and RF power off diagnostic. Causes Possible Remedies RX and TX antennas are too close together. Move antennas to maintain minimum RX to TX distance of 9.1 m (30 ft.), except for the 100 mW EIRP CBS which can be 3.7 m (12 ft.). This problem is common in back offices. Replace TX cable or antenna. Damaged TX cable or antenna. Defective CBS. Replace CBS. dncbsconfig.xml not configured to include problem CBS. CBS communications are closed. Fix dncbsconfig.xml. CBS system has not fully powered up and initialized. Wait 30 seconds and re-check diagnostics. Power cable run length exceeds guidelines. Check cable length guidelines. Shorten cable run if necessary. Re-start software. Chapter 7: Testing and Troubleshooting 7-23 Coverage Troubleshooting Step 1. Do any CBSs communicate? Problem Causes Possible Remedies Cannot communicate with primary CBS. RX/TX lights on Ethernet hub or Primary CBS not blinking. ISP or CBS in quasi-state due to unknown problem. Re-start base software. If no improvement, power the CBS hardware off and then on. If no improvement, re-boot ISP. Replace primary CBS. Primary CBS is defective. Defective Power or communications cabling to primary CBS or between primary and secondary CBSs. CBS power is off. CBS communications are closed or software is not running. Check cabling. Power up CBS system. Initiate CBS communications on start software. Step 2. Check for sources of RF noise. Problem Possible Remedies Site planning did not follow wireless LAN or microwave oven co-existence guidelines. Verify that the site conforms to the wireless LAN co-existence guidelines in the Implementation Guide. Store contains 2.4 GHz wireless LAN system that was missed during the site survey or added after infrastructure install. Locate the wireless LAN access points and modify the infrastructure according to the wireless LAN co-existence guidelines in the Implementation Guide. 7-24 Chapter 7: Testing and Troubleshooting Step 3. Improve the infrastructure. Problem Causes All secondary CBSs report "sync lost" diagnostic. Primary CBS sends a timing signal that is used by all secondary CBSs. Bad communication cable. Bad primary CBS. Antenna not connected. Antenna damaged or missing. RX antenna configuration diagnostics do not match site plan. Some CBSs report RF board sync lost. Problem may be intermittent. CBS reports DSP ROM version V0 with checksum V0. Bad communication cable. Bad CBS. CBSs were powered on while communications were closed. Bad communication cable. Defective CBS. CBS reports intermittent or continuous low output power diagnostic without RF power off diagnostic. CBS reports low output power diagnostic and RF power off diagnostic. Possible Remedies Check communication cabling. Replace primary CBS. Connect antenna. Replace antenna. Check communication cabling between CBSs, in particular the MCLK wire pair. Replace CBS. Open CBS communications using DNCBSMTEST. Check communication cabling between CBSs, in particular MCLK wire pair. Replace CBS. Damaged TX cable or antenna. Power or communication cable run is too long. Defective CBS. Replace TX cable or antenna. dncbsconfig.xml not configured to include problem CBS. Fix dncbsconfig.xml. Check cable length guidelines. Shorten cable run if necessary. Replace CBS. Chapter 7: Testing and Troubleshooting Problem Causes Possible Remedies CBS communications are closed. Re-start software. CBS system has not fully powered up and initialized. Power cable run length exceeds guidelines. Wait 30 seconds and re-check diagnostics. Check cable length guidelines. Shorten cable run if necessary. 7-25 7-26 Chapter 7: Testing and Troubleshooting
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