4-5
VU-ACD™/100 Maintenance Guide – Host/DOS
Troubleshooting
Table 4.1: Troubleshooting Checklist
Problem
Resolution
Reference
External Display
(continued)
Messages appear garbled on
External Displays.
a. Verify cabling and hardware connections (including
line drivers/modems/LAN connections) from host to
all External Displays.
b. Verify External Display port assignments (Device
Configuration Menu).
c.
Verify that sufficient character space has been left
in each display message to accommodate variable
field lengths in data fields (External Display
Screen).
d. Reset External Displays.
a. Install – Sec. 2.13
b. Admin– Sec. 2.5
c.
User – Sec. 8
d. User – Sec. 8.4
Fax
Unable to complete fax
transmissions
a. Check datacomm cable connection from host to
fax modem. Verify that the telco connection and
power to the modem are okay.
b. Verify that appropriate set-up string is being sent to
the modem.
c.
Verify that sufficient RAM and disk are available to
convert reports prior to sending them to the fax
modem. Each fax modem requires 1.0 MB of CPU
RAM beyond that required for a base system and
remote terminals.
a. Install – Sec. 2.12.5
b. Install – Appendix D
OEM Modem Manual
c.
Install – Sec. 1.11.1.1
Force Management System (FMS)
Unable to communicate with FMS
host.
a. Check datacomm cable connection between
VU-ACD/100 host to FMS host. Verify that data is
being transmitted across serial ports.
b. Verify that the FMS port has been configured for
output of desired reports.
c.
If required, verify that the security device has the
Enhanced FMS and/or Schedule Port options
enabled.
d. Run diagnostic utilities to verify FMS host
operation.
a. Install – Sec 2.14
b. Admin – Sec. 2.5
c.
User – Sec. 3.1.4
d. FMS User Guide
InterLink
Unable to communicate with other
VU-ACD/100 host.
a. Check datacomm cable connection between
VU-ACD/100 hosts. Verify that data is being
transmitted across serial ports or the appropriate
LAN Service Number.
b. Verify that the InterLink output port has been
licensed and configured via Device Configuration
at the sending host.
c.
Verify that the User Group assigned to the
InterLink Output at the sending host has been
configured with appropriate ACD Groups/Teams.
a. Install – Sec. 2.9.3
b. Plan – Section 4
Admin – Sec 2.5
c.
User Group – Sec. 2.4
LAN Connectivity
Unable to communicate between
host and remote terminal(s).
a. Verify that TCP/IP transport software is running on
both the VU-ACD/100 host and remote terminal(s).
b. Check LAN media connections from host to remote
terminal(S) and/or InterLink outputs.
c.
Verify that appropriate software drivers are loaded
for the Network Interface Card in the host and
remote terminal(s). The NIC must be supported by
SCO TCP/IP (host) and Winsock TCP/IP (remote
terminal).
d. Verify that VU-ACD/100 host and remote terminal
software have been configured for LAN
Connectivity. Be sure that the PC specific Internet
Address is correct.
e. The remote terminal and/or InterLink receiving host
must be configured for LAN operation via the
Device Configuration screen.
a. AppNote
Winstall
b. Maint – Sec. 4.4
c.
AppNote
Install – Sec. 3.1.18
Winstall
d. AppNote
Install – Sec. 3.2.3
Winstall
e.
Admin – Sec. 2.5
