Comtrol RocketPort EXPRESS SMPTE - Manual (Page 15)

RocketPort EXPRESS SMPTE User Guide: 2000482 Rev. B Troubleshooting - 15
Troubleshooting
If you are experiencing problems with the RocketPort EXPRESS SMPTE, review
the troubleshooting procedures for your system before calling Technical Support.
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 Connecting Serial Devices on Page 11.
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 ( RocketPort EXPRESS SMPTE
Diagnostics on Page 15).
• Verify that you have installed the latest RocketPort EXPRESS SMPTE device
driver, see
Locating the Latest Drivers and Documentation on Page 5.
If necessary, remove or update the existing driver using the procedures in the
RocketPort EXPRESS SMPTE Device Driver Installation Guide for Windows
or README file packaged with the FreeBSD, Linux, QNX, or SCO
OpenServer driver.
If none of the above work, you can refer to one of these subsections:
• Troubleshooting Windows Systems on Page 17
• Troubleshooting Linux Systems on Page 24
RocketPort EXPRESS SMPTE Diagnostics
This subsection describes how to run the bootable diagnostic CD to verify that the
RocketPort EXPRESS SMPTE hardware is functioning properly. The RocketPort
EXPRESS SMPTE is shipped with a bootable CD that executes hardware
diagnostics.
In the event that you cannot locate the CD, you can download (Page 5) the latest
version and burn the .iso image to a CD-ROM.
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 use a freeware application that is on the
Comtrol Software and Documentation CD or download it at:
ftp://
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 EXPRESS SMPTE 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 EXPRESS SMPTE. You can build additional
loopback plugs or move the loopback plug to the port you want to test. See
Connecting Serial Devices on Page 11 if you want to build loopback plugs.