39
Reference Manual
00809-0200-4410, Rev BC
Troubleshooting
July 2017
Troubleshooting
Section 6 Troubleshooting
Service Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . page 39
Return of materials . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . page 42
6.1 Service Support
This section provides basic troubleshooting tips for the Emerson
™
Wireless Field Network. To receive
technical support by phone:
Global Service Center
Software and Integration support
United States – 1 800 833 8314
International – 63 2 702 1111
Customer Central
Technical support, quoting, and order-related questions
United States – 1 800 999 9307 (7:00 am to 7:00 pm CST)
Asia Pacific – 65 6777 8211
Europe/Middle East / Africa – 49 (8153) 9390
Or email the wireless specialists at: Specialists-Wireless.EPM-RTC@Emerson.com
Initial connection
Web browser returns
page not found
1. Connect the Gateway and PC/laptop.
2. Verify the Gateway is properly powered, 24 VDC (nominal) and 250 mA.
3. Verify which Ethernet port is being used on the Gateway.
4. Verify the IP address for the Gateway (default primary port is 192.168.1.10,
default secondary port is 192.168.2.10 or for DeltaV
™
Ready Gateway’s default
primary port is 10.5.255.254, default secondary port is 10.9.255.254).
5. Verify the IP address of the PC/laptop is in the same subnet range as the Gateway
(i.e. If the Gateway IP is 155.177.0.xxx, then the PC/lap IP address should be
155.177.0.yyy).
6. Disable Internet browser proxy settings.
Can not find Gateway
after changing IP
address
1. Verify the IP address of the PC/laptop is in the same subnet range as the Gateway
(i.e. If the Gateway IP is 155.177.0.xxx, then the PC/lap IP address should be
155.177.0.yyy). Consider resetting the gateway to factory defaults.
Can not find Gateway
using Secondary
Ethernet Port
1. Verify which Ethernet port is being used on the Gateway.
2. Verify the IP address for the Gateway (default primary port is 192.168.1.10,
default secondary port is 192.168.2.10).
3. Verify the IP address of the PC/laptop is in the same subnet range as the Gateway
(i.e. If the Gateway IP is 155.177.0.xxx, then the PC/lap IP address should be
155.177.0.yyy). Verify this option was ordered with the Gateway.
Can not log into the
Gateway
1. Verify the user name and password. The administrator user name is admin and the
default password is default. See Table 2-1. If unable to connect, consider resetting
the Gateway.
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