Troubleshooting; Before Calling Technical Support; Rocketport Infinity Diagnostics - Comtrol RocketPort INFINITY User Manual

Before Calling Technical Support

RocketPort INFINITY Diagnostics

RocketPort INFINITY User Guide: 2000465 Rev. G

Troubleshooting

If you are experiencing problems with the RocketPort INFINITY, review the
troubleshooting procedures for your system before calling Technical Support.
Review the following information before calling Technical Support because they
will request that you perform many of the procedures or verifications before they
will be able to help you diagnose a problem.
• Verify the cabling using
Note: Most customer problems reported to Comtrol Technical Support are
eventually traced to cabling or network problems.
• If you have not done so, run the diagnostics
Diagnostics on Page 25).
• Verify that you have installed the latest RocketPort INFINITY device driver,
see Locating the Latest Drivers and Documentation
If necessary, remove or update the existing driver using the procedures in the
RocketPort INFINITY Device Driver Installation Guide for Windows or
README file packaged with the Linux or QNX driver.
If none of the above work, you can refer to one of these subsections:
• Troubleshooting Windows Systems
• Troubleshooting Linux Systems
This subsection describes how to run the bootable diagnostic CD to verify that the
RocketPort INFINITY hardware is functioning properly. You can
5) the RocketPort INFINITY .iso file and burn a bootable CD that executes
hardware diagnostics.
Note: An .iso file cannot be copied onto a CD but must be burned using an
application that burns the image to the CD. If you do not have an
application available, you can download a freeware application at:
ftp.comtrol.com/iso/IsoBurner/.
You can use the diagnostic to:
• Confirm that the hardware is functioning
• Determine resolutions to conflicts during installation
• Perform a stress test on all RocketPort INFINITY ports in the system
The diagnostic requires a loopback plug to test a port or ports. A single loopback
plug is shipped with the RocketPort INFINITY. You can build additional loopback
plugs or move the loopback plug to the port you want to test. See
Serial Devices on Page 11 if you want to build loopback plugs.
Connecting Serial Devices
(RocketPort INFINITY
on Page 27
on Page 34
on Page 11.
on Page 5.
download (Page
ftp://
Connecting
Troubleshooting - 25