Masterclock NTP100 -SERIES - Troubleshooting Tips

NTP100 – Rev 2.2.0 Oct-12
39
© Masterclock
®
, Inc.
Troubleshooting Tips
[Important Note: WinDiscovery uses bi-directional UDP messaging on port 6163 for both the discovery process and to
communicate configuration and status packets to and from the Masterclock
® network clock(s). Delivery of UDP
messages/packets is not guaranteed. If you experience intermittent problems with WinDiscovery , try closing the current
session and restart the application. If this does not resolve the issue try the following trouble shooting tips, or switch to an
alternate method of configuration such as telnet.]
All NTP100 units are fully checked and system tested at the factory for proper operation before shipment and unless physical
damage is found, the unit is probably functional.
Problem: Unable to find [discover] the Masterclock® network device(s) on the network with WinDiscovery
.
Possible reasons/solutions:
1. Verify that you have supplied power to the network device.
2. The discovery process was not complete before selecting clock(s). After selecting “Discover” button, wait until the
discovery status indicates 100% completion.
3. Verify that the network device is a Masterclock® brand. WinDiscovery is not designed to work with network products
from other vendors.
4. Verify that the network device is on the same physical network as the computer from which you are running
WinDiscovery.
5. If the computer is separated from the device by a router (on a remote network) or a firewall it is likely that the
router/firewall is blocking communication with the device. Run WinDiscovery from a computer within the remote
network, or ask a network system administrator to configure the router/firewall in question to pass through (both
directions) UDP broadcasts on port 6163 [Note: If this does not resolve the detection problems you may additionally
configure to pass through both directions UDP broadcasts on ports 6165, 6166, and 6264]. Some routers will not forward
UDP broadcasts across networks – currently, this capability is required to use WinDiscovery for enterprise-level
management of Masterclock, Inc. network appliances. If you are running a personal firewall product, such as
ZoneAlarm
TM
or BlackICE
TM
, or the built in Windows firewall you must adjust their configuration to pass through (both
directions) UDP traffic on port 6163.
6. Verify that the hub/router/switch is capable of supporting the 10MB speed that the attached network device requires.
7. Verify that a DHCP/BOOTP server is present on the network. If the clock has been configured to use DHCP for network
configuration but no DHCP/BOOTP server is present, the clock may not respond to discovery requests for up to twenty
seconds after power-on. [Note: DHCP configuration is enabled as a factory-default.] In addition, the clock will reset
its address (fallback) to one within the link-local address space (169.254.xxx.xxx) when no DHCP server is present or is
not able to be reached. Reset the clock to initiate a new DHCP IP address request, or use static IP address mode. Consult
your network system administrator to ensure that a DHCP server is present and accessible on your network and/or to
obtain a list/range of available IP addresses.
8. Verify that the network device and the computer running WinDiscovery are attached to the network.
9. Verify that all network cables, hubs, etc. are in proper working order. Be sure that Ethernet crossover cables are not
being used where inappropriate.
Problem: Device was found using WinDiscovery, but the status display is intermittent or not updating and/or clock does not
appear to be responding to configuration changes under the current WinDiscovery session.
Problem: Device(s) previously found during a recent session of WinDiscovery do not show up during the current session.
Problem: The device’s status or settings displayed under WinDiscovery show garbled characters
.
Possible reasons/solutions:
1. The WinDiscovery application has been open for too long and the device’s configuration(s) has(have) changed. For
example, this can occur if the DHCP server has issued new/refreshed addresses. Close the WinDiscovery
application and restart.
2. The discovery process was not complete before selecting clock(s). After selecting “Discover” button, wait until the
discovery status indicates 100% completion.
3. Verify that the physical network cables and equipment and configuration for UDP have not changed.