Appendix A Troubleshooting Tips; Appendix A.1. Communicating With The Ez Gateway Over The Network; Appendix A.2. Technical Support; Appendix A.3. Notes Regarding Subnets And Subnet Masks - SMC Networks FieldServer FS-EZX-MOD-BAC Startup Manual

Appendix A Troubleshooting Tips

Appendix A.1. Communicating with the EZ Gateway over the Network


Confirm that the network cabling is correct.

Confirm that the computer network card is operational and correctly configured.

Confirm that there is an Ethernet adapter installed in the PC's Device Manager List, and that it is
configured to run the TCP/IP protocol.

Check that the IP netmask of the PC matches the EZ Gateway. The Default IP Address of the EZ
Gateway is 192.168.2.X, Subnet Mask is 255.255.255.0.
o
Go to Start|Run
Type in "ipconfig"
o
o
The account settings should be displayed.
o
Ensure that the IP address is 102.168.2.X and the netmask 255.255.255.0

Ensure that the PC and EZ Gateway are on the same IP Network, or assign a Static IP Address to
the PC on the 192.168.2.0 network.

If using Windows XP or later, ensure that the firewall is disabled.

Ensure that all other Ethernet cards active on the PC, especially wireless adapters are disabled.

Refer to the
http://www.sierramonitor.com/customer-care/resource-center?filters=software-downloads
information.

Appendix A.2. Technical support

Before contacting Technical support to report an issue, take a diagnostic capture by using the FieldServer
Toolbox and click on the Diagnose button to take a diagnostic capture. Send this log together with a
detailed description of the problem to support@sierramonitor.com for evaluation
Note that while all necessary documentation is shipped with the FieldServer on the USB flash drive, these
documents are constantly being updated.
http://www.sierramonitor.com/customer-care/resource-center?filters=software-downloads/

Appendix A.3. Notes Regarding Subnets and Subnet Masks

Please Note that RFC standards allocate the IP address range of 192.0.0.0 through to 223.255.255.255
to be used in Class-C subnetting (i.e.: Subnets listed as 255.255.255.xxx, where xxx can vary based on
filtering required).
Consequently, the IP stack for this product will not allow any IP addresses in this range to be allocated a
subnet that does not fall within the Class C range.
FieldServer Troubleshooting
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