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.
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 Ev
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.
Chapter 7: Testing and Troubleshooting netstat (network status query) This Windows NT utility displays protocol statistics and current connection information.
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.
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 D Uplink C 1 D 2 C D 3 C D C +24VDC Power 1 87654321 87654321 87654321 2 3 4 5 6 7 8 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.
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.
7-12 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).
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.
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.
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.
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.
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.
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.
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.
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.
7-26 Chapter 7: Testing and Troubleshooting
