Troubleshooting and Technical Support 26
Troubleshooting and Technical Support
This section contains troubleshooting information for your Comtrol device. You
should review the following subsections before calling Technical Support because
they will request that you perform many of the procedures or verifications before
they will be able to help you diagnose a problem.
• Troubleshooting checklist
• G
eneral Troubleshooting on Page 28
• NS-Link Driver Troubleshooting
on Page 29
• Daisy-Chaining DeviceMaster RTS
4/8/16 Units on Page 31
If you cannot diagnose the problem, you can contact Technical Support
on Page 32.
Troubleshooting Checklist
The following checklist may help you diagnose your problem:
• Verify that you are using the correct types of cables on the correct connectors
and that all cables are connected securely using the hardware documentation.
Note: Most customer problems reported to Comtrol Technical Support are
eventually traced to cabling or network problems.
• Isolate the unit from the network by connecting the device directly to a NIC in
a host system.
• Verify that the Ethernet hub and any other network devices between the
system and the Comtrol device are powered up and operating.
• Verify that the hardware MAC address in NS-Link matches the address on
the Comtrol device.
• Verify that the network IP address is correct. If IP addressing is being used,
the system should be able to ping the Comtrol device.
• Verify that the IP address programmed into the Comtrol device matches the
unique reserved IP configured address assigned by the system administrator.
Product Type Connected to
Ethernet
Cable
Connector Name
DeviceMaster RTS 1 Ethernet hub or NIC Standard 10/100 ETHERNET
DeviceMaster RTS 1
Embedded
Ethernet hub or NIC Standard
RJ45 port (not
labeled)
DeviceMaster RTS 4/8/
16 with external
power supply
NIC Standard DOWN
Ethernet hub Standard UP
DeviceMaster 16/32RM
with internal power
supply
Ethernet hub or NIC Standard 10/100 NETWORK
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