TROUBLESHOOTING
CommLink 5 Technical Guide
14
Troubleshooting
Troubleshooting Tips
Problems with Prism 2 Software
•
Verify that the correct COM port, created by the USB
connection, is selected in the
Job-Sites Window
. Verify
the COM port number by
right
-
clicking
on the Windows
®
icon,
selecting
<Device Manager>
,
and
viewing
<Ports>
.
•
Verify that the radio button
<CommLink 5 or USB-Link II
>
is selected for the Type of CommLink in the
Job-Sites
Window
.
•
Verify that the correct CommLink mode is selected
under Network Confi guration in the
Job-Sites Window
.
Select
<Multiple Loop>
or
<Single Loop>
.
Problems with USB Connection
•
Verify that the TX-USB and RX-USB are blinking
when you perform a Search for Units or try to open a
status screen in Prism 2.
•
If the USB LEDs fail to blink, disconnect and
reconnect the USB connection.
•
If the problem persists, verify that the USB drivers
have been installed properly.
Problems Viewing Multiple Controllers on a Network
•
Make sure that the CommLink’s communication
switch on the back of the CommLink is set to Multiple
Loop.
•
In Prism 2, make sure that Multiple Loop Confi guration is
selected for Network Confi guration in the
Job-Sites
Window
.
Support Information
AAON Controls provides Prism 2 installation and confi guration
support. Call (866) 918-1100 for free, direct telephone support or
(816) 505-1100 to talk to a Controls Support Representative. Support
for all telephone services is available Monday through Friday, 7:00
AM to 5:00 PM central standard time.
NOTE: AAON Controls Support cannot troubleshoot
internal PC and/or Windows
®
-based operating system
problems.
NOTE: AAON Controls Support cannot troubleshoot
fi rewalls, routers, and/or problems on a customer’s
internal or external network. An IT professional may
need to be consulted.
WARNING:
Older operating systems, while they still
might be capable of running Prism, are not recommended
due to security updates being obsoleted by Microsoft
®
.
We also do not support troubleshooting of any version
of Windows
®
operating the Prism program. Some new
models of laptops running the latest release of Windows
®
10 have also experienced issues running Prism, and we
cannot troubleshoot customer computer issues.