Troubleshooting Configuration Problems; Troubleshoot Pivclass Reader Services Communication; Troubleshoot Communication Issues - HID PIVCLASS M2000 Installation And Configuration Manual

PLT-01628, Rev. D.2

6.3 Troubleshooting configuration problems

If there are PAM operation problems, follow these steps to troubleshoot the problem:
Examine the PAM configuration (Setup Mode page).
Enable additional message logging and download the logs using the pivCLASS Reader Services.
Consult your provider.

6.3.1 Troubleshoot pivCLASS Reader Services communication

If the PAM is not communicating with the Reader Services, verify the following:
The network cable is good between the module and the hub/switch/server.
The Reader Services is up and running.
The Reader Services IP address is correctly specified in the PAM Setup Mode.
The Reader Services TCP port is correctly specified in the PAM Setup Mode.
The PAM routes IP traffic to the pivCLASS Reader Services (contact your network administrator for
assistance).
SSL is enabled for PAM communications and that certificates are correctly installed on the PAM/Server.

6.3.2 Troubleshoot communication issues

The following provides information on possible issues that may cause breaks in communication between the
PAM and the pivCLASS Service.
Issue Description
Noise on power Some power sources are not well
input to PAM filtered and cause noise to be
passed to the power input on the
PAM. This noise then couples onto
the Ethernet communications
causing network communication
issues.
PAM ground lug The PAM is installed and the built in
not connected ground lug is not connected to an
electrical ground causing a
fluctuating ground reference on the
system, primarily impacting the
Ethernet communications.
"Green" power Newer Ethernet switches with
dropping voltage "Green" power can cause a drop in
line voltage for the Ethernet
communications which a Rev A
PAM was unable to handle.
PoE capable The Ethernet port on the PAM is not
switch is being compatible with PoE.
used
January 2019
Troubleshooting
Solution/Workaround
Use a UL 294 rated PACS power supply as directed in the
user manual and required by UL.
Note: A linear or switching power supply with lossy linear
post regulator filter is likely to provide the best results.
We do not recommend the use of low cost two-prong
switching supplies with very high noise and ripple i.e.
exceeding 10%.
Connect the ground lug to an electrical ground on the same
circuit as the PAM power supply.
Doing so will make sure the PAM is grounded and no ground
loops are generated.
If using a Rev A PAM, it is recommended to disable the
"Green" or auto power negotiation for the port the PAM is
connected to.
If using a Rev B PAM, it is recommended to turn off the POE
power on the port being used.
If using a Rev A PAM, turn off the POE capability for the port
in the switch the PAM is connected to or use a switch
without POE.
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