Comtrol RocketPort INFINITY - Manual (Page 25)

RocketPort INFINITY User Guide: 2000465 Rev. E Troubleshooting - 25
Troubleshooting
If you are experiencing problems with the RocketPort INFINITY, 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 INFINITY
Diagnostics on Page 25).
• Verify that you have installed the latest RocketPort INFINITY 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 INFINITY 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 26
• Troubleshooting Linux Systems on Page 28
RocketPort INFINITY Diagnostics
This subsection describes how to run the bootable diagnostic CD to verify that the
RocketPort INFINITY hardware is functioning properly. The RocketPort
INFINITY is shipped with a bootable CD that executes hardware diagnostics.
In the event that you cannot locate the CD, you can download the latest version
and burn the .iso image to a CD-ROM.
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
Connecting
Serial Devices on Page 11 if you want to build loopback plugs.
Use the following procedure to run the diagnostics.
1. Insert the bootable CD that contains the diagnostic and restart your machine.
The diagnostic starts automatically and takes a few minutes before the first
screen appears.
2. Press Enter at the disclaimer screen to begin the diagnostic.