Gathering SNAP PAC System Troubleshooting Information

Transcription

1 Introduction Gathering Controller Information The best and fastest way to fix technical problems is to handle troubleshooting in a systematic, logical manner. This document provides step-by-step instructions to gather important diagnostic information for troubleshooting a SNAP PAC System. Following these instructions, you ll create several diagnostic files to send to Opto 22 Product Support. Before you begin Create a folder in your My Documents folder named Opto 22 Info. As you create diagnostic files, save them into this folder. When you re done gathering information, you ll have them collected in one folder. This will simplify ing them to Opto 22 Product Support. Inspecting a controller s status window provides important troubleshooting information. Use the PAC Terminal program to capture information about a controller. For PAC Terminal R8.1 or newer, see below. For PAC Terminal R8.0 or older, or for ioterminal, see page 5. If You Have PAC Terminal R8.1 or Newer 1. Click Start All Programs Opto 22 PAC Project R8.1 (or newer) Tools PAC Terminal. Gathering SNAP PAC System Troubleshooting TECHNICAL NOTE Form

2 The PAC Terminal main window appears. 2. Click a controller in the list. Some Tools appear in the right sidebar. 3. Click View Status to inspect the controller. Tip: Another way to inspect the controller is to double-click the controller in the list. The Inspecting controller window appears. 2 TECHNICAL NOTE Form

3 4. Press the ALT and PRINTSCREEN keys simultaneously. A screen capture of the selected window (the Inspecting: Controller Name window) is copied to the Windows clipboard. 5. Run one of the following programs: Microsoft Word, WordPad, or Paint. WordPad is used in this example. a. Run WordPad by selecting Start All Programs Accessories WordPad. b. Select File New to create a new file. c. Click your cursor in the new file. TECHNICAL NOTE Form

4 d. Press CTRL+V, or select Edit Paste to paste the screen capture into the new file. The screen capture is pasted into the file. e. Choose File Save and save the file to..\mydocuments\opto 22 Info\. 6. Repeat the instructions for each controller in your system. 7. Skip to Inspecting the Message Queue on page 7. 4 TECHNICAL NOTE Form

5 If You Have PAC Terminal R8.0 or Older (or ioterminal) 1. Click Start All Programs Opto 22 PAC Project R8.0 (or older) Tools PAC Terminal. The PAC Terminal main window appears. 2. Click a controller in the list. 3. Click View Status to inspect the controller. Tip: Another way to inspect the controller is to double-click the controller in the list. TECHNICAL NOTE Form

6 The Inspecting controller window appears. 4. Press the ALT and PRINTSCREEN keys simultaneously. A screen capture of the selected window (the Inspecting: Controller Name window) is copied to the Windows clipboard. 5. Run one of the following programs: Microsoft Word, WordPad, or Paint. WordPad is used in this example. a. Run WordPad by selecting Start All Programs Accessories WordPad. b. Select File New to create a new file. c. Click your cursor in the new file. 6 TECHNICAL NOTE Form

7 d. Press CTRL+V, or select Edit Paste to paste the screen capture into the new file. The screen capture is pasted into the file. e. Choose File Save and save the file to..\my Documents\Opto 22 Info\. 6. Repeat the instructions for each controller in your system. Inspecting the Message Queue In the Inspecting controller window, look to see how many messages are in the Message Queue. If there are 0 messages, skip to Gathering Software Information on page 11. If there are one or more messages, continue with these steps to capture the messages. For PAC Terminal R8.1 or newer, see the next section. For PAC Terminal R8.0 or older (or ioterminal), see page 10. TECHNICAL NOTE Form

8 If You Have PAC Terminal R8.1 or Newer 1. In the PAC Terminal main window, highlight your controller s name. Click View Messages. The View Message Queue window appears. 2. Select Copy All to copy the messages. The messages are copied to the Windows clipboard. 3. Run one of the following programs: Microsoft Excel (preferred), Microsoft Word, or WordPad. Microsoft Excel is used in this example. a. Run Microsoft Excel by selecting Start All Programs Microsoft Excel. b. Select File New to create a new file. 8 TECHNICAL NOTE Form

9 c. Click your cursor in cell A1. d. Select Edit Paste to paste the messages into the Excel file. e. Choose File Save and save the file to..\my Documents\Opto 22 Info\. 4. Repeat the instructions for each controller in your system. 5. Continue with Gathering Software Information on page 11. TECHNICAL NOTE Form

10 If You Have PAC Terminal R8.0 or Older(or ioterminal) 1. If the Message Queue shows a value of 1 or more, click View Messages. 2. The View Messages window appears. Notice that the information may be truncated if any column is not wide enough, such as in the Description and Object columns shown above. 3. Resize the columns and the window so that all of the information is visible. In the example below, the columns were resized horizontally and vertically so that the information in all columns is now completely visible. 4. Press ALT+PRINTSCREEN. A screen capture is copied to the Windows clipboard. 10 TECHNICAL NOTE Form

11 5. In Microsoft Word, WordPad, or Paint, paste the screen capture into a new file. WordPad is used in this example. a. Select File New to create a new file. b. Click your cursor in the file. c. Press CTRL+V, or select Edit Paste to paste the screen capture into the new file. d. If there are too many errors to capture in one screen, repeat steps 3, 4, and 5b-d. e. Save the file to..\my Documents\Opto 22 Info\ by selecting File Save. 6. Repeat the instructions for each controller in your system. Gathering Software Information In addition to knowing the PAC Control and PAC Display versions that you re using, Opto 22 Product Support sometimes needs to use the PAC Control strategy and the PAC Display project to troubleshoot a problem. Follow the steps in this section to gather software information and archive your strategy and project. TECHNICAL NOTE Form

12 Capturing the PAC Control Version 1. Click Start All Programs Opto 22 PAC Project Rx.x PAC Control Basic (or Pro). The PAC Control main window appears. 2. In PAC Control Configure mode, select Help About. The About PAC Control window appears with version information. 12 TECHNICAL NOTE Form

13 3. Press ALT + PRINTSCREEN. 4. In Microsoft Word, WordPad, or Paint, paste the screen capture into a new file. WordPad is used in this example. 5. Choose File Save and save the file to..\my Documents\Opto 22 Info\. Archiving the PAC Control Strategy Use the archive feature in PAC Control to include all files necessary to recreate a strategy. Do not simply zip the folder where the strategy files are located and attach them to an With PAC Control open in Configure mode, select File Archive Strategy. TECHNICAL NOTE Form

14 A message appears with the filename and directory where the file was created. 2. Click Yes to open a file browser at the location where the file was created. The image belows shows an example of an archived strategy filename. The archived strategy filename has the following format: YourStrategyName.Archive.Dmmddyyyy.Thhmmss.zip Where: mm = month dd = day yyyy = year hh = hour mm = minutes ss = seconds 3. Copy the file to the..\my Documents\Opto 22 Info\ folder. 14 TECHNICAL NOTE Form

15 Capturing the PAC Display Version 1. Click Start All Programs Opto 22 PAC Project Rx.x PAC Display Configurator Basic (or Pro). The PAC Display Configurator main window appears. 2. From PAC Display Configurator, select Help About PAC Display Configurator. The About PAC Display window appears with version information. 3. Press ALT+PRINTSCREEN. TECHNICAL NOTE Form

16 4. In Microsoft Word, WordPad, or Paint, paste the screen capture into a new file. 5. Choose File Save and save the file to..\my Documents\Opto 22 Info\. Archiving the PAC Display Project Use the archive feature in PAC Display to include all files necessary to recreate a project. Do not simply zip the folder where the project files are located and attach them to an . Archiving options include all files necessary to recreate a project. 1. In PAC Display Configurator, select File Archive Project. 16 TECHNICAL NOTE Form

17 A message appears with the filename and directory where the file was created. 2. Click Yes to open a file browser at the location where the file was created. The image belows shows an example of an archived strategy filename. The archived project filename has the following format: YourProjectName.UUI_Archive_yyyy-mm-dd_hh-mm-ss.zip Where: yyyy = year mm = month dd = day hh = hour mm = minutes ss = seconds 3. Copy the file to the..\my Documents\Opto 22 Info folder. TECHNICAL NOTE Form

18 Configuring the Event Log Configure the Event Log in PAC Display Configurator so that at PAC Display Runtime, messages are saved in a file. 1. In PAC Display Configurator, select Configure Event Log. The Event Log Configuration window appears. 18 TECHNICAL NOTE Form

19 2. Make sure Enabled is checked. Click File Setup. The Event Log File Configuration window appears. 3. Change the directory where the Event Log is located. In the directory path click Name, and click Browse to navigate to the..\my Documents\Opto 22 Info\ folder. 4. Click OK to close this dialog box. 5. Click OK again in the Event Log Configuration window to finish configuring the Event Log. 6. Create the Event Log file by running PAC Display runtime. The file is automatically created in the..\my Documents\Opto 22 Info\ directory. The default Event Log filename has this format: RDyymmdd.MSG Where: yy = year mm = month dd = day 7. Copy the Event Log file to the..\my Documents\Opto 22 Info\ folder when you re ready to send your diagnostic files to Opto 22 Product Support. TECHNICAL NOTE Form

20 Gathering Information about the Brain and I/O Use PAC Manager to collect information about the I/O units in your system. 1. Select Start All Programs Opto 22 PAC Project 8.2 PAC Manager. The PAC Manager main window appears. 2. Select Tools Inspect. The Inspect Window appears. 20 TECHNICAL NOTE Form

21 If you have used this application before, the last Device Name (IP address) is the default I/O unit inspected. 3. In the Device Name field, enter the IP address of the SNAP PAC, Ultimate I/O, or Ethernet I/O unit you want to inspect. 4. Click Refresh. If PAC Manager can connect to the device with the IP address you entered, then current status information is displayed. 5. Right-click the data portion of the window (on the right side of the window), and choose Select All from the pop-up menu. TECHNICAL NOTE Form

22 All of the text data is highlighted. 6. Right-click in the data portion of the window again, and choose Copy. 22 TECHNICAL NOTE Form

23 7. In Microsoft Word or WordPad, paste the text into a new file. WordPad is used in this example. 8. Choose File Save and save the file to..\my Documents\Opto 22 Info\. 9. Repeat the instructions for each I/O unit in your system. TECHNICAL NOTE Form

24 Gathering Computer System Information 1. Right-click your My Computer folder and select Properties. The System Properties window appears. 2. Press ALT+PRINTSCREEN. 24 TECHNICAL NOTE Form

25 3. In Microsoft Word, WordPad, or Paint, paste the screen capture into a new file. 4. Choose File Save and save the file to..\mydocuments\opto 22 Info\. 5. Repeat the instructions for each computer in your system. Ethernet Adapter Card IP Addresses and Subnet Masks Knowing the Ethernet IP addresses and subnet masks of the network cards in the computer helps determine what range of IP addresses are accessible by the computer. The following displays. 1. From Windows, select Start All Programs Accessories Command Prompt. TECHNICAL NOTE Form

26 2. Type ipconfig /all. The adapter card information appears. 3. Press ALT+PRINTSCREEN. 4. In Microsoft Word, WordPad, or Paint, paste the screen capture into a new file. 5. Choose File Save and save the file to..\mydocuments\opto 22 Info\. 6. Repeat the instructions for each computer in your system. 26 TECHNICAL NOTE Form

27 Checking Power Reliable control power to your Opto 22 equipment is important to the long-term success of your installations. Measure voltage on your rack terminals as described in the following section. How and Where to Check Voltage For each SNAP rack in your system, you ll need to measure the voltage. 1. Measure the voltage from the terminal to the furthest end of diode D2 (see diagram below). Measure the voltage to the nearest hundredth (two digits past the decimal point). Example: 5.15 VDC By measuring the voltage at this location, any voltage drop across the fuse is accounted for when determining whether the I/O processor (brain or controller) and the modules are receiving the correct voltage. 2. Write down the voltage measurement for the rack. 3. Repeat steps 1 and 2 for each SNAP rack. 4. When you your troubleshooting information to Opto 22 Product Support, be sure to include this data in the . TECHNICAL NOTE Form

28 Sending Information to Opto 22 Product Support Now that you ve gathered the necessary troubleshooting files in..\my Documents\Opto 22 Info\, create an to send to Opto 22 Product Support and check that you are attaching all of the files you have gathered. Troubleshooting files and information checklist: Controller status information files (page 1) Message queue information files (page 7) PAC Control version files (page 12) PAC Control strategy archive files (page 13) PAC Display version files (page 15) PAC Display project archive files (page 16) PAC Display Event Log files (page 19) Brain and I/O points information files (page 20) Computer system information files (page 24) Ethernet card IP addresses and subnet masks (page 25) Rack voltage measurements (page 27) If it is the first time you are contacting Opto 22 about this particular problem, send all files created from this troubleshooting guide to: In the , be sure to describe the problem you are troubleshooting. You will receive a unique Customer Reference number. If some files are too big to send together (for example the strategy and project files), send them in separate s. If you are already working with a Product Support engineer, send your files to the address the engineer has given you. Important: Please include the Customer Reference number in all correspondence about the problem! 28 Form Opto Business Park Drive Temecula, CA SALES FAX sales@opto22.com SUPPORT FAX support@opto22.com 2007 Opto 22. All rights reserved. Dimensions and specifications are subject to change. Brand or product names used herein are trademarks or registered trademarks of their respective companies or organizations.