Service
Troubleshooting
Page 5-2 MDE-4699L Applause™ Media System Installation, Service, and Parts Manual · June 2017
Troubleshooting
Troubleshooting Communication Problems
Following connectivity problems occur if the link between the devices is not established:
• Between laptop and Gilbarco Site Server (system).
• Between the Gilbarco Site Server to the Control Center.
• From Gilbarco Site Server to the CRIND devices.
• When changes occur to connectivity (connectors are unplugged and change in internet
provider service).
When troubleshooting connectivity problems, look for obvious things first. Some possible
obvious problems are:
• Power to devices (disconnected or power off).
• Cable connections (disconnected or not seated properly).
• Damaged cables.
Communication problems relate to configuration of the devices. The link between the devices
may be functioning but the two devices may not communicate properly. NCR
®
recommends a
Panther Box for sites with greater than eight dispensers. The possible causes for these
conditions are:
• Incorrect IP address settings.
• IP address is not set to what the Gilbarco Site Server requires.
• Conflict - two devices set with the same IP address.
• Incorrect device communication parameters settings.
• Incorrect CRIND parameters settings.
• Incorrect Gilbarco Site Server parameters settings.
• Incorrect software versions in one or more devices.
• Defective hardware.
You may encounter the following trouble conditions in the Gilbarco Site Server.
Incorrect IP Address Settings
If the current IP address at a dispenser does not match the IP address scheme that should be
used, follow the instructions to change the IP address to the required scheme.
For example, if the required dispenser IP address scheme is 10.5.48.71, 72, 73, and so on, and
there is a dispenser (1 and 2) with an IP address of 10.128.46.71 and 10.128.46.72, you need to
change that IP address scheme to 10.5.48.71, 72, and so on.
To change the IP address scheme (at present), proceed as follows:
Notes: 1) The current version of the Encore 500 and Applause CRIND software enables you to
set IP addresses through local CRIND diagnostics.
2) Use the following procedure for both single or several dispensers.
3) Ensure that your laptop is connected to the LRE using an Ethernet cable.
1
Right-click
My Network Places
.
2
Select
Properties
.
3
Right-click
Local Area Connection
(usually COM1).
