Master Troubleshooting - RealPort

Use this troubleshooting procedure if you have any problem with RealPort. 

You need to reboot your device and check the cables. Start with Step 1 of the troubleshooting procedure.

You need to reboot your device and check the cables. Start with Step 4 of the troubleshooting procedure.

Some of this troubleshooting involves the PortServer, the operating system you are working with and other hardware and software.

At some point in this procedure, you might need to call Digi Technical Support. Writing down how far you have gone in the procedure with what results would be helpful in describing what your problem is. 

Note: Numbered steps are those outside the troubleshooting boxes. Numbered substeps are those inside the troubleshooting boxes.

  1. Identify symptoms and a starting point: 

    • If all devices attached to RealPort ports do not function at all, go to  check the status of the PortServer.
    • If some (but not all) devices attached to RealPort ports do not function at all, reboot the non-functioning devices and then go to step ???
    • If some or all devices function, but not correctly, go to step ??

      

  2. Check the status of the PortServer. Is AC displayed on the PortServer?

Verify the Network Connection

Do the following:

 

Note: If AC appears in any of the following substeps, check to see if the problem has been fixed. If AC appears but the problem has not been fixed, Verify the Network Connection.

  1. Reboot the PortServer.

  2. Run the PortServer hardware diagnostics. See Running PortServer Diagnostics or Running PortServer II Diagnostics.

  3. If the PortServer is tftp booting firmware, troubleshoot tftp. See Troubleshooting tftp. If the PortSerer is booting from internal Firmware, proceed to the next step.

    Note: Tftp booting may be bypassed by simultaneously pressing and releasing the two arrows on the front of the PortServer during a tftp boot.

  4. Reset the PortServer to the factory defaults by doing the following:

    CAUTION: You will lose all PortServer settings when you reset the PortServer to factory defaults. At this point, it might be safe to copy your configuration, for example, by using the cpconf command. 

  1. Power on while simultaneously pressing both arrow buttons on the front of the PortServer.

  2. Hold these buttons down until EP is displayed on the PortServer I or CL is displayed on the PortServer II.

  3. Reboot the PortServer.

If AC appears, go to Step 2. If AC still doesn't appear, make note of the status of the LED display on the front of the PortServer.

  1. Contact Digi Technical Support

 

  1. Verify the network connection by pinging the PortServer.

From the RealPort host command line, enter:

ping ipaddress

where ipaddress is the IP address of the PortServer.

Do you receive a response?

Telnet to the PortServer from the RealPort host.

The PortServer is not accessible. You might have a network, cable or hub problem.

Do the following:

  1. Turn off the PortServer and reissue the ping command,

ping ipaddress

If it fails, continue to the substep 2.

If it succeeds, this indicates there is another system using the same IP address. In this case, you need to assign the PortServer another IP address. 

  1. Check the configuration by entering the command:

set config

Verify the IP address, the mask settings, the gateway and that the RealPort setting is 771.

  1. Check the Ethernet cable. Verify the following: 
  • Verify your Ethernet cable is connected securely at both ends.
  • The Ethernet cable is pinned correctly.
  • The quality of the cable is sufficient for the cable length and the cable environment.

Note: Common Category 5 Unshielded Twisted Pair cabling can generally be run 300 meters at a speed of 10 Mbps and 150 meters at higher speeds. Consult an Ethernet cable manufacturer for a recommended cable for your configuration.

  1. If you are using a Thinnet (10Base2) cable, make sure the cable selector switch on the PortServer is in the left-handed position.

If you are using a Twisted Pair (10Base2) cable, make sure the cable selector switch on the PortServer is in the right-handed position.

  1. Verify your Ethernet hub. See your Ethernet hub manual.
  1. Try to ping again.

If there is still a problem, call Digi Technical Support.

 

 

  1. To verify the network connection, telnet to the PortServer. 

From a RealPort host root prompt, enter:

telnet ipaddress

where ipaddress is the IP address of the PortServer. 

Did you receive a PortServer login prompt?

Do the following:

  1. Log in as root. The default password is dbps.
  2. Check to see that necessary information appears in your port settings. See Checking your Port Settings. 

The Port Range setting must have prn or rp in the dev column.

IMPORTANT!  All set parameters must be factory default.

If you are using an 8-wire modem cable or if your operating system is AIX, HP-UX, Solaris, or SCO UnixWare/SVR4, the Flow Range setting must have on in the altpin column.

Note: If you have a 10-wire modem cable, the Flow Range setting must have off in the altpin column.

The set auth value in the RealPort column should be set to o for each RealPort port. To get the setting enter:

set auth

If your port settings match the above requirements, go to Step 5.

If you need to change a port or group of ports to be available for RealPort, you can enter the following example of a set auth command:

set auth ip=ipaddress realport= [1-16]

where ipaddress is the IP address of the PortServer and [1-16] is the port number in the range of 1 to 16. 

  1. At PortServer root prompt, you need to reboot by entering:

boot action=reboot 

If Realport still isn't functioning, continue with Step 4.

You still might have a network, cable or hub problem.

Recheck by doing the following:

  1. Turn off the PortServer and reissue the ping command,

ping ipaddress

If it fails, continue to substep 2.

If it succeeds, this indicates there is another system using the same ip address. In this case, you need to assign the PortServer another ip address. 

  1. Check the configuration by entering the command:

set config

Verify the IP address, the mask settings, the gateway and that the RealPort setting is 771.

  1. Check the Ethernet cable. Verify the following: 
  • Verify your Ethernet cable is connected securely at both ends.
  • The Ethernet cable is pinned correctly.
  • The quality of the cable is sufficient for the cable length and the cable environment.

Note: Common Category 5 Unshielded Twisted Pair cabling can generally be run 300 meters at a speed of 10 Mbps and 150 meters at higher speeds. Consult an Ethernet cable manufacturer for a recommended cable for your configuration.

  1. If you are using a Thinnet (10Base2) cable, make sure the cable selector switch on the PortServer is in the left-handed position.

If you are using a Twisted Pair (10Base2) cable, make sure the cable selector switch on the PortServer is in the right-handed position.

  1. Verify your Ethernet hub. See your Ethernet hub manual.

If there is still a problem, go to Step 4.

 

 

  1. Your problem might be within your operating system. Choose the operating system with which you are working.
 

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