Quick Reference Guide

Troubleshooting Online Items

Table of Contents
1. GENERAL ............................................................................................................................................. 2
1.1 Changing Default Values for the Reports ....................................................................................... 2
2. SETTING UP USER NOTIFICATIONS ....................................................................................................... 3
2.1 Example of ‘ZigBee Gateway Offline’ Report................................................................................ 5
2.2 Example of ‘ZigBee Router Offline’ Report................................................................................... 5
2.3 Example of ‘Offline Door’ Report.................................................................................................. 6
3. SAVING REPORTS TO DISK ................................................................................................................... 6
4. OFFLINE DOOR REPORT IN NAVIGATION WINDOW ............................................................................... 7
5. TROUBLESHOOTING OFFLINE ITEMS..................................................................................................... 8
5.1 Troubleshooting Gateway .............................................................................................................. 8
5.2 Troubleshooting Router ............................................................................................................... 10
5.3 Troubleshooting Lock .................................................................................................................. 12

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1. General
The following three reports are available in the application server software and should be reviewed on a
daily basis:

• ’ZigBee Gateway Offline’ report

• ’ZigBee Router Offline’ report
• ’Offline Door’ report

Chapter 2 describes how to set up one or more e-mail recipients for the above reports. It also describes how
to set up short alarm notifications by e-mail and/or SMS.
Note: User notifications require that also the Communication option has been set in the application server
software; see Installation instruction Communication option for more information.
Chapter 3 describes how to save the reports to a chosen disk location instead of e-mailing them.
Chapter 4 describes how to reach the ‘Offline Door’ report from the navigation window.
Note: This does not require the Communication option.

Chapter 5 describes how to troubleshoot offline units.

1.1 Changing Default Values for the Reports

By default, a door appears in the ‘Offline Door’ report
when it has not answered to commands for 120 minutes.
By default, an alarm about the offline door is triggered
when it has not answered to commands for 1440 minutes.

To change the default values:

1. Go to Tools/Options/Online/Status, enter
the applicable values and click OK.

By default, a gateway appears in the ‘ZigBee Gateway

Offline’ report when no data has been sent for 480
minutes (when the gateway is online, data is sent
at least every 30 seconds).
By default, a router appears in the ‘ZigBee Router Offline’
report when it has been offline for 480 minutes, i.e. when
the router has sent an SOS signal (turned red
in SysMon) and not spontaneously turned green again
for 480 minutes.

To change the default values:

1. Go to Tools/Options/Online/Alarms, enter the
applicable values and click OK.

Example of offline router in SysMon

Example of online router in SysMon

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2. Setting up User Notifications
To know when a component goes offline, set up notifications in the application server software.

• If ‘Alarm’ is chosen when setting up the notification, an e-mail and/or SMS is sent to one or more
chosen recipients when an alarm for the chosen event type Offline Door, ZigBee Gateway Offline
or ZigBee Router Offline is triggered
• If ‘Report’ is chosen when setting up the notification, a report is sent once a day (or with another
periodicity; it is however recommended to make it once a day) to one or more chosen recipients.
Note: Reports can only be sent by e-mail.

1. Double click on User notifications under the

Lists tab in the navigation window.

2. In the User notifications dialog, click Add.

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 3. In the User notification details dialog, click
the

button
at Event.

4. Click the plus sign in front of the Online

category and choose the applicable one of
- ZigBee Gateway Offline
- ZigBee Router Offline
- Offline Door

5. At Type, click the

button
to choose between ‘Alarm’ and ‘Report’.
6. Make the necessary choices under the
Recipients and Options tabs; see Installation
instruction Communication option for detailed
information.

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2.1 Example of ‘ZigBee Gateway Offline’ Report
The ‘ZigBee Gateway Offline’ report will show
• all non-completed alarms of type ‘ZigBee Gateway Offline’, i.e. alarms that need to be taken care of
• all ‘ZigBee Gateway Offline’ alarms that have been completed since last time a ‘ZigBee Gateway Offline’
report was sent; how often the report is sent is determined by the Report period that has been set up under
the Options tab of the User notification details dialog

Example:

Summary of “ZigBee Gateway Offline” alarms

All non-completed alarms
Time Type Assigned to
3/28/2011 9:15:00 PM ZigBee Gateway Floor 5 Offline Smith, Anne
4/6/2011 3:08:00 PM ZigBee Gateway Floor 3 Offline Hanson, Tom

Completed alarms during the period 4/14/2011 4:18:00 AM to 4/15/2011 4:16:00 AM

Time Type Completion Time Completed by
4/4/2011 4:35:00 PM ZigBee Gateway Floor 6 Offline 4/14/2011 9:36:00 AM Auto-Completed
4/10/2011 7:19:00 AM ZigBee Gateway Floor 8 Offline 4/14/2011 9:12:00 AM Auto-Completed

2.2 Example of ‘ZigBee Router Offline’ Report

The ‘ZigBee Router Offline’ report will show
• all non-completed alarms of type ‘ZigBee Router Offline’
• all ‘ZigBee Router Offline’ alarms that have been completed since last report
Example:

Summary of “ZigBee Router Offline” alarms

All non-completed alarms
Time Type Assigned to
4/8/2011 9:15:00 PM ZigBee Router RT 620-623 Offline Smith, Anne

Completed alarms during the period 4/14/2011 4:18:00 AM to 4/15/2011 4:16:00 AM

Time Type Completion Time Completed by
3/28/2011 5:17:00 AM ZigBee Router RT 108-111 Offline 4/14/2011 9:59:00 AM Auto-Completed
4/12/2011 9:37:00 AM ZigBee Router RT 512-515 Offline 4/14/2011 10:07:00 AM Auto-Completed

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2.3 Example of ‘Offline Door’ Report
The ‘Offline Door’ report will show
• all non-completed alarms of type ‘Offline Door’
• all ‘Offline Door’ alarms that have been completed since last report
Example:

Summary of “Offline Door” alarms

All non-completed alarms
Time Type Assigned to
3/28/2011 9:15:00 PM Offline Door in room 611 Smith, Anne
4/6/2011 3:08:00 PM Offline Door in room 302 Hanson, Tom

Completed alarms during the period 4/14/2011 4:18:00 AM to 4/15/2011 4:16:00 AM

Time Type Completion Time Completed by
4/3/2011 4:35:00 PM Offline Door in room 532 4/14/2011 11:12:00 AM Auto-Completed
4/10/2011 7:19:00 AM Offline Door in room 604 4/14/2011 8:43:00 AM Auto-Completed
4/14/2011 8:48:00 AM Offline Door in room 118 4/14/2011 8:55:00 AM Auto-Completed

3. Saving Reports to Disk

If the reports about offline items should be saved to disk, follow the steps below to set up the folder where
the reports should be saved.

1. Go to Tools/Options/System/Reports.
2. By default, a folder ‘Reports’ is created in the
database folder the first time a report is saved
there. If desired, click the

button

and browse to another folder of your

own choice.
3. Click OK.

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4. Offline Door Report in Navigation Window
To reach the ‘Offline Door’ report from the navigation window, follow the steps below. This does not
require the Communication option.

1. Double click on Offline doors under the

Reports tab in the navigation window.

2. A door list containing only offline doors

will be shown.
Note: The ‘Online’ column shows the online
type and not the online status, and will therefore
say ‘ZigBee’ even if the door is offline.

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 5. Troubleshooting Offline Items
The expectation is that all components should stay online. If any of the items are offline, the corrective
actions described in this chapter are required. To open SysMon (System Monitor), double click on
SysMon.exe which is found in the installation folder for the application server software.

DHCP = Dynamic Host Configuration Protocol

LQI = Link Quality Index

5.1 Troubleshooting Gateway

If a gateway goes offline, this is shown as a red dot in front of the gateway in the ZigBee Network tree;
View/ZigBee in SysMon.

Note: While troubleshooting, look at the gateway in the ZigBee tree in SysMon to see when the dot in front
of the gateway turns green.

Example of offline gateway in SysMon

Example of online gateway in SysMon

1. Right click on the gateway in the ZigBee Network view of SysMon and choose
Get User Description. The parameters as in the screenshot example below will
be shown.

OK Gateway
is online

2. Look at the timestamp for ‘Last ping’ and see if it changes. The ping
shows that the gateway is communicating with the server.

Ping timestamp is not updating

3. Make sure that the power supply is working.

Power supply is working but the

gateway still has a red dot in SysMon

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 4. Press the F button on the gateway to unlock the gateway.

F button

5. Navigate to the gateway in a web browser (http://ipadress) using the IP address

that is shown in the gateway tooltip in SysMon; see screenshot example of the
web interface at step 8 below.
6. Verify that the Host IP and other parameters shown in the web interface are correct.

The gateway still has a red dot in SysMon

7. Press the F button on the gateway while powering up the gateway; this will reset the
gateway to its default values.
8. If there is a DHCP server, the gateway will retrieve an IP address via this and
automatically find the server.
If there is no DHCP server, it is possible to go to http://192.168.0.100 and enter
the applicable Timelox Server IP; see example in the screenshot below.

The gateway still has a red dot in SysMon

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 9. The last way out is to replace the gateway; see User manual Online option for details
about installing a gateway.
Note: When the faulty gateway has been removed, right click on the faulty gateway
in the ZigBee Network tree and choose Remove.
Note: If a gateway is replaced, the entire commissioning process for the ZigBee
network must be performed again; see User manual Online option for details.

5.2 Troubleshooting Router

If a router loses power, it sends a special SOS message to the server at least once to indicate that the power
may have been disconnected. This will be shown as a red dot in front of the router in the ZigBee Network
tree; View/ZigBee in SysMon.

Note: While troubleshooting, look at the router in the ZigBee tree in SysMon to see when the dot in front of
the router turns green.

Example of offline router in SysMon

Example of online router in SysMon

1. Right click on the router in the ZigBee Network view of SysMon and choose Get
User Description. The parameters as in the screenshot example below will be shown.
2. Make sure that the timestamp for the LQI updates and that the LQI is at least 30%.

Router
OK is online

LQI timestamp is not updating

3. Make sure that the power supply is working.

The router still has a red dot in SysMon

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 4. Press the Reset button on the router; the router will then automatically perform an
orphan join and rejoin to its parent gateway or router. Any children, i.e. endnodes
or routers, will automatically rejoin the router by performing orphan joins.
Note: The time interval between two orphan joinings in an endnode will for power
conserving reasons increase for each time the orphan joining fails. If the router has
been without power for an extended period of time, it might therefore be necessary
to use an Orphan Join card for the endnodes; see User manual Online option for
details on issuing the card. The router still has a red dot in SysMon

The router still has a red dot in SysMon

5. Recommission the router according to User manual Online option.
Note: If a router is recommissioned, the entire commissioning process for all items
below the router in the ZigBee network tree must be performed again; see User
manual Online option for details.

The router still has a red dot in SysMon

6. Press the F1 button on the router while powering it up; the router will then
automatically perform a discovery.

The router still has a red dot in SysMon

7. The last way out is to exchange the router; see User manual Online option for details
about installing a router.
Note: When the faulty router has been removed, right click on the faulty router in
the ZigBee Network tree and choose Leave network.
Note: Since a bug has been found in BeeStack, do not use the Leave Network
command for BeeStack radio nodes of versions before 1.0.49. When this is written
(June 2011) there is still no solution to the problem. Consult the release notes for
future versions. If a node must be moved from a router, the router should be re-
commissioned; see User manual Online option for details.
Note: If a router is replaced, the entire commissioning process for all items below the
router in the ZigBee network tree must be performed again; see User manual Online
option for details.
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 5.3 Troubleshooting Lock
Note: If and endnode loses power, typically due to a dead battery or during battery replacement,
the endnode will when it is powered up automatically perform an orphan join to try rejoining to
its parent. The radio ID is already in the appropriate router, so the endnode can join the router
again without a technician needing to reopen the router.
Note: While troubleshooting a lock endnode, look in the ‘Status’ column for the concerned room
in the Online Rooms dialog in SysMon; View/Online Rooms.

1. Ping the door; see section Ping a door in User manual Online option for details. The ping
will show whether the lock, the server and all devices in between are operating correctly.

No answer to the ping

Note: Allow up to 25 seconds for the ping
to respond before labeling it a failure.

2. Go to View/ZigBee in SysMon; right click on the door in the ZigBee Network view and
choose Get User Description. See in the example below what parameters that are shown.
3. Make sure that the timestamp for the LQI updates and that the LQI is at least 30%.

LQI timestamp is updating LQI timestamp LQI timestamp is not updating

and LQI < 30% is updating
and LQI > 30% 4. Insert an Orphan Join card* in the
lock; wait for 10 seconds and then
insert a Check Status card*.
4. Consider inserting a router
between the lock and its current Three error beeps
router; see User manual Online Chirp and/or
and/or three
option for details about installing green LED
red LED signals
a router.
Endnode is 5. Endnode is offline. Insert
online a Discovery card* in the
lock; wait for 10 seconds
and then insert a Check
Status card*.
Room still not online
in ‘Online Rooms’ dialog Chirp and/or Three error
of SysMon green LED beeps and/or
three red
Endnode is
LED signals
online

6. The last way out is to exchange the endnode; see chapter Power loss and hardware failure in
User manual Online option for details.
*) See section ‘Issue a ZigBee configuration card’ in User manual Online option for details about issuing these cards.
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