Comtrol Rocket Port - Manual (Page 51)

RocketPort Series/RocketModem IV Driver User Guide: 2000564 Rev. A Troubleshooting and Technical Support - 51
Troubleshooting and Technical Support
This section contains the following topics:
• Troubleshooting Checklist
• Comtrol Utility on Page 53
- Installing the Comtrol Utility on Page 53
- Using Port Monitor (PMon2) on Page 55
- Using Test Terminal on Page 58
• Before Calling Technical Support on Page 63
• Technical Support on Page 64
Troubleshooting Checklist
If you are having trouble with a RocketPort installation, try the following.
Note: Most customer problems reported to Technical Support are traced to cabling
or network problems.
Issue Troubleshooting
Correct cabling?
Verify that you are using the correct types of cables in the
correct places and that all cables are tightly connected.
Refer to the appropriate RocketPort User Guide on the CD or
download the latest version (Page 7) to verify cabling.
Correct Port
Addressing?
Verify that you are addressing the port correctly. In many
applications, device names above COM9 require the prefix
\\.\ to be recognized. For example, to reference COM20, use
\\.\COM20 as the file or port name.
Comtrol Drivers
Management
Console?
Verify that the RocketPort has installed using the Comtrol
Drivers Management Console to confirm that the adapter
displays. Install the device driver, if the adapter is not
displayed.
Verify the
Hardware?
Run the bootable diagnostics.
• The RocketPort EXPRESS/INFINITY is shipped with a
bootable CD that executes the hardware diagnostics. If
you cannot locate the CD, you can
download and burn
the bootable Diagnostics CD.
• You can download and burn a bootable Diagnostics CD
for the RocketPort and RocketModem (Universal PCI).
The appropriate RocketPort User Guide provides procedures
about running the Diagnostics.
Test the Port or
Ports? Install the Comtrol Utility (Page 53) and use Test Terminal
(Page 58).
Is this the Latest
Driver?
See Checking the Device Driver Version on Page 21.