When conducting a communication test, refer to the following sections for cellular and network test details. For more information, refer to the DMP Troubleshooting Guide and DMP Tech FAQs.
Cell
Refer to the following sections when testing and troubleshooting cellular communication.
Cell Test Messages
In order for the communications test to pass, the panel must pass all stages. When one stage fails, the entire test fails and the panel stops testing.
Cell |
|---|
Stage | Pass Message | Fail Message |
|---|
1 | Modem Operating | No Modem Found |
2 | Identified | No SIM Card |
3 | Tower Detected | No Tower |
4 | Registered | Not Registered |
5 | APN Accepted | APN Error |
6 | Comm Path Good | No ACK Received |
| | Not Activated |
| | Connect Error |
| | No Signal |
Troubleshoot Cell Communication
When troubleshooting port configurations, refer to the Important Ports for DMP Whitepaper.
Issue | Likely Causes | What to Try |
|---|
No Modem Found | The panel can’t communicate with the modem. The modem may be damaged or incorrectly installed. Panel firmware does not support the modem type. The cell card is 3G (CDMA or HSPA) and is no longer supported by the carrier in your area.
| |
No SIM Card | After reading the SIM, the panel received an error from the modem. The SIM card is not installed or it’s installed incorrectly.
| |
No Tower | The modem can’t find a tower. The SIM is not activated, signal strength is poor, or the tower is down/
| |
Not Registered | The modem tells the panel that registration is denied. The modem is not registered, the modem has extremely poor signal and has failed repeatedly to connect, the APN is incorrect.
| |
APN Error | The panel received an error from the modem related to PDP context. No IP address or port is configured in panel communication programming. The APN is not configured or is incorrect. The modem is registered but is now deactivated.
| Go to Communication and check APN; For XR Series v192 and higher, ensure an IP address is programmed. Go to System Information and check SIM status. Go to System Analytics or Tools > Reporting & Analytics and check cell trouble and tower information.
|
No ACK Received | The modem sent a message but didn’t receive an acknowledgement in the allotted time. The IP or port is incorrect or port forwarding is not configured. Ports are not configured for UDP outbound. The receiver is down.
| Go to System Information and check communication options. Go to Communication and check APN, TCP/UDP protocol, and receiver IP/Port settings.
|
Not Activated | | |
Connect Error | | Go to System Information and check SIM status. Go to System Analytics or Tools > Reporting & Analytics and check cell trouble and tower information. Check your local communications service.
|
No Signal | | |
Network
Refer to the following sections when testing and troubleshooting network communication.
Network Test Messages
In order for the communication test to pass, the panel must pass all stages. When one stage fails, the entire test fails and the panel stops testing.
Network |
|---|
Stage | Pass | Fail |
|---|
1 | Link OK | Link error |
2 | DHCP OK | DHCP error |
3 | Gateway found | No gateway |
4 | Destination found | No destination |
5 | Network communication Good | Not connected |
| | Remote connect |
| | Invalid port |
| | No ACK received |
Troubleshoot Network Communication
When troubleshooting port configurations, refer to the Important Ports for DMP Whitepaper.
Issue | Likely Cause | What to Try |
|---|
Link Error | | |
DHCP Error | | Go to Network Options and check DHCP and other network configuration options. Go to Communication and check IPv6 and related communication options. Check your local network’s configuration.
|
No Gateway | The panel can’t reach the gateway address. The IP address is incorrect, or ports between panel and gateway are configured incorrectly.
| Go to Network Options and check the IP, subnet, and gateway addresses. Check port configurations. Check the customer’s local network’s configuration. Check the ISP’s network status and settings.
|
No Destination | | Go to Network Options and check IP, subnet, and DNS settings. If using IPv6, go to Communication and check settings for that protocol. If connecting with Wi-Fi, check for sources of interference. Check router configuration and DNS settings on the local network.
|
Not Connected | The IP address is incorrect. The ports are configured incorrectly. Receiver IP address or port is incorrect.
| Go to Network Options and check settings. Go to Communication and check receiver IP and port settings. Check the network for closed ports and port conflicts. Check local network configuration and network firewall settings.
|
Remote Connect | | |
Invalid Port | | Go to Communications and check the receiver port. Check the network for closed ports and port conflicts. Check local network configuration and network firewall settings.
|
No ACK Received | | This may be a temporary interruption in service; try again. If connecting with Wi-Fi, check for sources of interference. Check router configuration and local network status.
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