### If the system does NOT have an active outbound call

Use this troubleshooting procedure to get the PortAssist Manager server to receive communication from the PortAssist Manager communication agent when the following message appears on the network screen of PortAssist Manager:

> Agent not responding

Note: Be sure that the system does not have an active outbound call at this time before going through the following procedure.

#### Procedure

1. Ensure that your system is powered on and rebooted. Does the message, Agent not responding, still appear?

Note: The system you should reboot is the one that is not responding and is identified by an IP address or DNS name during PortAssist Manager configuration.

Continue with the next step. | Your communications should work OK now.

2. Ensure that your adapter is installed correctly and is using the latest driver. Check Installation Requirements to get that information.

Does the message, Agent not responding, still appear?

Continue with the next step. | Your communications should work OK now. If it doesn't, call your network administrator.

3. You need to verify the network to ensure there is no network or routing problem. Ping your system from the command line by entering:

`ping ip address`

where `ip address` is the complete IP address of the server

Do you get a response?

Continue with the next step. | The system is not accessible. Call your network administrator and say that you have a network or routing problem.

4. The PortAssist Manager communication agent, which is run as a service, does not work and needs to be started. To start the communication the communication agent, do the following:

1. If rebooting your system does not work , choose Start > Settings > Control Panel > Services.
2. From the list of servers, choose Digi PortAssist Manager Communication Agent.
3. Choose Start

5. Once you have started the communication agent, check the following:

Does the message, Agent not responding, still appear?

Call your network administrator. | Your communications should now work.