Troubleshooting - Bosch PRAESENSA Installation Manual

PRAESENSA
18

Troubleshooting

There are many possible causes for anomalous system behavior. In this section some are
presented with maintenance actions focused on finding and solving the cause. In large
systems it can be difficult to find the root cause of a problem. In that case it is often helpful to
create a minimum size system with only the troubled device and the necessary devices to
make it work, using short and proven cables. If the problem is absent, extend the system in
steps until the problem shows up again.
Notice!
Experience and analysis of repair shop data has revealed that in most cases system
malfunction is not caused by defective devices, but by wiring errors, configuration errors and
application errors. Read the product documentation carefully, especially the installation
manual, the configuration manual and the release notes. If possible, use the latest software
version (available as free download).
–
–
–
Bosch Security Systems B.V.
No system response
– Cause: RSTP is switched off in the System settings, but there are loops in the
network. This may result in a data broadcast storm that takes the entire network
down.
– Action: Recovery is only possible by disconnecting redundant loops and power cycle
the whole system. It is not possible to leave the loops in the network and enable
RSTP, because the system controller cannot be accessed to change the
configuration.
Some or all devices are disconnected from the system controller
– Cause: Wrong Pre‑Shared Key (PSK) is loaded into one or more of the devices.
– Action: Login to the system controller and verify connected devices. Modify the PSK
user name and key to correct the configured PSK. In case the PSK is not available
anymore, the concerning devices need to be reset to factory default via the local
reset key on the device.
– Cause: Not all devices have the same firmware version uploaded.
– Action: Check via the Firmware Upload Tool whether all devices have the same
firmware and upload the correct version.
– Cause: The number of looped through devices (hop count) is more than 21, start
counting from the spanning tree root bridge.
– Action: Reduce the number of looped through devices by changing the network
topology. Make sure that no 3rd party Ethernet switch is used with default settings,
because it will have a higher priority than the PRAESENSA devices or switches and
thus take the role of spanning tree root bridge.
– Cause: Failing or unreliable network connections.
– Action: Make sure that the maximum length of an Ethernet link is not exceeded
(100 m for copper connections), that no sharp bends are made in the cabling, that
the maximum length of fiber connections is not exceeded, that SX and LX fiber
converters are not mixed up, that the correct type of fiber is used for the mounted
converters.
Devices not visible in Firmware Upload Tool
– Cause: No security user present (PSK user name and key).
– Action: Use secure connection via File menu and add the security user (PSK user
name and key). In case the PSK is not available anymore, the concerning devices
need to be reset to factory default via the local reset key on the device.
Installation manual
Troubleshooting | en 179
2019.11 | V1.00 |