TouchPoint Console Installation and Setup Guide
59
Chapter 5: Troubleshooting
Connection Errors
TPC may display an “Offline” or “Cannot authenticate device. Please contact your Administrator” message on the
Information bar to indicate a connection error.
TPC must be able to communicate with the Equitrac Professional DCE service. When you configure TPC, you need to
identify the IP Address of the DCE service. Ensure that you enter the DCE IP Address, rather than the IP Address of
the CAS or any other Equitrac service.
If, after initial configuration, the Information Bar shows the message “Offline”, TPC is not able to reach the DCE
server. By default, users cannot login to an Offline TPC. For future consideration, you can allow users to have access to
TPC while offline if you can change the server-side Offline behavior setting (System Manager > Configuration >
TouchPoint Console global options).
Also ensure that TPC is communicating on the network. Try pinging the IP Address of the TPC from another network
station to determine if TPC is reachable. If not, you may need to access the Administrative Options and try re-setting
the Local IP address (Help > Admin Login > Network). Ensure that you perform a test while in the Administrative
Options. If using DHCP to assign IP Addresses, ensure that you configured the DHCP server to associate the DCE
server by option 230 BEFORE you connect TPC to the network. See
on page 18 for instructions.
If TPC is reachable when you ping it, communication between TPC and the DCE is not occurring. Ensure that you
assigned the correct DCE IP Address in Administrative Options > Network > Server IP Address.
If the IP Addresses are correct, follow the instructions described in the "Configuring TouchPoint Consoles" chapter in
the
Equitrac Professional Administration Guide
to ensure that the TPC appears in System Manager > Devices and is
assigned to a physical device.
CAS Offline Mode
In case the Equitrac Professional DCE service is available but the CAS is unavailable, users whose credentials are
cached at the DCE server are able to log in, make copies and release print jobs from their home follow-you queue.
However, other functions may or may not operate normally depending on the end points.
Communication Errors
If TPC displays “An unexpected error occurred while retrieving data from server.” or “Banner Message Retrieval
Error”, TPC is experiencing a network communication error and cannot retrieve the required information from the
DCE server. Confirm that TPC, the DCE and the CAS servers are reachable on the network (via a ping). There may
have been a temporary spike in network availability.