MX TroubleShooting

1 Common Problems
2 General Troubleshooting Procedures
3 DIGI*TRAC Troubleshooting Guide
- 3.1 Troubleshooting the Controller Using Status LEDs
4 ScramblePad Troubleshooting Guide
5 Hardware Cold Start Procedure
6 Before You Call

When troubleshooting a controller, do things in a methodical manner and take careful notes regarding status of ScramblePad LEDs, controller board LEDs, voltage levels, and so on. In DIGI*TRAC controllers, a printer is essential for troubleshooting. The only way to determine how the controller and system it controls is working is to review the printouts. Also, the only way in which a programmer can tell how the system is responding to instructions is to view the responses on the printer. Hirsch provides a comprehensive set of commands that can print out the setups and status of the entire DIGI*TRAC system.

Common Problems

Problems fall into two broad categories:

Hardware
Programming

Common hardware-related problems on initial system installation include:

Wiring not connected properly
ScramblePads not addressed correctly
Electric locks and power supplies not installed or wired properly
Door contacts not aligned or wired properly
RQE motion detectors not aligned, balanced, or wired properly
Wiring gauge or length is inappropriate
MOVs are not installed at electric locks

Common hardware problems encountered after a system has been up and running for a while are:

Loose wire connections or damaged splices
Spikes, surges, brownouts causing electrical damage
Noise on the primary AC input circuit

Common programming-related problems on initial system installation include:

System clock not accurately set so codes and automatic events do not work as expected
RQE inputs not programmed to unlock doors
User codes assigned to the wrong Access Zones

Common programming problems encountered after the system has been up and running for a while are:

Wrong user deleted from the system
Access Zones changed
New user added and is given the wrong code or Access Zone
Time Zones, Alarms, or Control codes affecting relays are in an unexpected or conflicting mode
System administrator forgets system code to get into programming

General Troubleshooting Procedures

The following things should always be checked in any system this is not operating properly:

1.Verify that the system is powered properly. Check AC input voltage and all fuses.

2. Verify that all wiring is terminated properly and that there is line continuity (no breaks or shorts).

3. Look for any visible signs of damage at the ScramblePad and controller.

4. Confirm system programming. Verify system clock is set accurately. Verify that all Time Zones, Access Zones, Access Codes, Control Codes, and so on are properly entered.

DIGI*TRAC Troubleshooting Guide

Table 1-33: DIGI*TRAC Troubleshooting Guide

Problem	Possible Cause	Possible Solution

Problem	Possible Cause	Possible Solution
System doesn’t operate or only operates for a short period of time when 110VAC fails.	Battery disconnected. Battery was not fully charged when AC failed. Battery is defective. System battery fuse blown. Battery charger fuse blown.	Connect battery. Allow time to recharge, then test. Allow adequate time for battery to recharge, then test. If battery will not hold charge, replace. Replace system battery fuse. Replay battery charger fuse.
Cannot enter Programming Mode	System code was changed from factory default, forgot new code. Command 03 was used to make ScramblePad non-programming.	Hold blue reset button on controller for 5 seconds then release. System code reset back to factory default of 123. Sets all ScramblePads to allow programming. Use ScramblePad authorized for programming.
Yellow LED 2 on ScramblePad steady. ScramblePad not communicating with system.	Voltage spike, surge, noise on primary AC input. Inductive kickback from lock to system. ScramblePad not wired correctly.	Power system down by disconnecting battery then AC, then reverse procedure to power up. Same as above. Verify MOV installed at lock according to this guide. Replace MOV if needed. Check Data A and B lines.
After inserting a new CCM and powering the controller back up, the lights freeze in a fixed pattern and the test light remains ON.	This indicates that either the CCM has not been inserted correctly, the controller received an electric shock during the procedure, or the CCM is damaged.	Power down the controller, make sure the CCM is securely seated in its socket, then power the controller back up. If the problem persists, power the controller down, reinstall the previous CCM and power it back up again. (WARNING: The controller will cold start if you go back an entire version.) If the controller comes out of its startup and runs, the new CCM is damaged and you need to replace it. If it doesn’t come out of its startup, the controller board is suspect. Contact your Hirsch supplier or Hirsch Technical Support for assistance.
Valid access code is entered at ScramblePad. Red and Green LEDs flash and door does not unlock.	Access code is being overridden by higher level Time Zone event or control code.	Request CMD 887 (Relay Setups and Status) and CMD 8817 (Detailed Relay Status) printouts to determine what is the causing override.
The controller appears to be functioning, but not as expected.	There may be some errors in programming.	Refer to the printouts and the section on reprogramming and updating in “Upgrading the CCM”. Make sure the controller is programmed with the same values as the previous CCM. If the pre- and post- CCM update printouts are considerably different, the controller’s memory is corrupted. Perform a cold start on the controller and reprogram it using your previous printouts as a guide.
What are compatible modems for Hirsch Products?		At this time, there are only three manufacturers: MultiTech MT932BA, Zoom 14.4 Model 516, and US Robotics (any 28.8 baud modem). However, most 14.4 and 28.8 modems should work with Hirsch products: just disable both the Flow Control and Auto-Answer features and see if they work.
Can’t get my enrollment station to read a card.	The enrollment station is not properly configured by software. The enrollment station’s MATCH/ ScramblePad is incorrectly configured.	See your software manual for instructions. Make sure the MATCH/ScramblePad on the enrollment station is correctly configured. For example, if you are using Prox cards, make sure DIP switch 8 is ON. Bring up HyperTerminal and test the enrollment station by addressing the correct port. If it responds, you are connected. For more information about this problem, contact Hirsch Technical Support.
What are the steps or considerations in adding to my system down the road?		This depends on the additions being made: to the controller or to the components connected to the controller. If you are adding a board or CCM to the controller, make sure to turn off the controller’s power before adding or replacing a component. However, make sure not to remove a memory expansion board; if you do, all information stored in that board will be lost and you’ll have to reprogram the system. If you are adding components to the system, follow these suggestions: 1.As a general rule, it’s easier to program the system first before connecting the new component. If done the other way around, the system may make assumptions about the new component which are based on the default and can result in alarm conditions. For example, the controller assumes the connected line module is a DTLM2 unless it has been programmed in advance to recognize a DTLM3. 2. If you are adding a NETMUX, your one consideration is how long your remote site can afford to be out-oftouch with the host site. 3. If you are adding a new door, you should set up Access Zones including the door. 4. If you are adding an XBox, there is a problem with switching from SNET to X*NET. See the SAM Manual for more about this.

Troubleshooting the Controller Using Status LEDs

You can troubleshoot the controller board using the LED status lights on the right side of the controller board.

Table 1-34 describes what each of the LEDs mean:

Table 1-34: LED Status Chart

LED	Status	Condition

LED	Status	Condition
BOX TAMPER	Yellow ON Red ON	Box Tamper Multiple Box Tamper
AC	Green ON Red ON	AC OK AC Fail
BAT	Green ON No lights Red ON	Battery OK (24V-28V) Battery Low (21V-23V) Battery Failure
SYS	Green ON Red ON	Controller OK Controller Failure
KPD	Red Flash Green Flash	Controller polling all attached ScramblePads/MATCH ScramblePad/MATCH poll response
NET	Red Flash Green Flash	Network polling all attached controllers Controller poll response
TEST	Yellow ON	Controller in Self Test Mode
ALARM	Yellow ON	Alarm events in the buffer

The Controller board’s power circuits are all fused. The location of each fuse is clearly marked on the board and provides surge protection. If a fuse blows, replace it immediately.
On power-up, the system performs a series of tests. A failure is indicated by a steady red from SYS. A quick LED diagnostic is shown below.

Table 1-35: Status LED Configurations

In black and white, grey indicates steady green and black indicates steady red.

For more about troubleshooting the controller, refer to “DIGI*TRAC Troubleshooting Guide” .

ScramblePad Troubleshooting Guide

Table 1-36: ScramblePad Troubleshooting Guide

Problem	Possible Cause	Possible Solution

Problem	Possible Cause	Possible Solution
Red LED is flashing on 2 or more ScramblePads.	ScramblePads have been given the same address.	Address each ScramblePad uniquely (refer to “ScramblePad Installation”).
All four LEDs are flashing and periodic beep from ScramblePad.	ScramblePad is in Physical Tamper. Bezel is removed or tab is broken.	Install bezel. If tab is broken, replace bezel. Turn OFF DIP switch 6 (for DS37L) or switch 8 (for DS47L) on ScramblePad to disable Physical Tamper.
Yellow LED 2 is on steady.	ScramblePad Data line A is not properly terminated. AC surge or lock inductive kickback caused ScramblePad to go off-line.	Check terminations and line continuity. Power system down (battery first, then AC), then power back up. Cold start as last resort.
Press the START key and nothing happens.	Controller not powered. ScramblePad not wired properly. ScramblePad power fuse blown. Controller board power fuse blown.	Verify primary AC power source is good. Check internal power supply fuse. Verify wiring and line continuity (refer to “ScramblePad Installation”). Replace ScramblePad power fuse (refer to “Controller Installation”). Replace circuit board power fuse (refer to “Controller Installation”).
ScramblePad keys work intermittently	Membrane switch is faulty	Replace membrane switch or return to factory for repair.
Yellow LED 1 on steady.	DIGI*TRAC has a serious problem.	Check AC source, fuse. Power system down, then back up. Cold start as last resort.
ScramblePad is beeping and Red LED is flashing.	ScramblePad is in Code Tamper.	Device automatically times out after one minute and returns to normal operation. It is not configurable.

Hardware Cold Start Procedure

There are rare occasions when you will have to perform the hardware cold start procedure. Normally, if you just want to reassign or relocate the panel or erase all codes and setups, use the 30-second RESET button procedure defined in “Resetting the Controller”.

This procedure only works for pre-CE CCM Version 6.X.X. boards manufactured more than three or four years ago. Newer CCM7 boards cannot use this procedure. The difference between these boards is shown in Figure 1-127.

Figure 1-127: CCM Version Comparisons

This procedure should only be performed when the red SYS LED on the controller board is lit and no action you take seems to affect this condition. This usually means that the controller is locked up and only a cold start will work. Performing this procedure under any other circumstances is highly discouraged.

Using this procedure deletes all setups and configurations.

To perform a cold start:

1.Ground yourself by touching the controller enclosure or power supply to remove any potential static electricity.

2. Turn all controller system power off by removing connectors for both AC power and the standby battery.
a. Disconnect the DC battery.
b. Disconnect the main power to the controller.
c. Remove the AC fuse located on the power supply in the lower left corner of the enclosure.
This procedure can only be performed with the power off.

3. Remove the CCM module.

4. Use a wire jumper, such as Radio Shack #278-016, to do this:
a. Attach the jumper to the pins 14 and 28 as shown in Figure 1-128.

Figure 1-128: Hardware Cold Start Jumper Setting

b. Wait 3 seconds.
c. Remove the jumper.
5. Plug the CCM module back into the controller.
6. Power up the controller.
Use this procedure only once or twice to see if the panel resumes normal operation after power-up. If the red SYS LED remains lit, it means there is a real hardware failure and the panel must be replaced and repaired.

Before You Call

If you are unable to diagnose a problem and take the necessary corrective action, contact your local dealer. The following steps should be performed to gather useful information:

1.Make a detailed description of the problem.

2. Make a detailed description of the system, including:

Controller type
Firmware version numbers (see “Getting Help” on page v)
Type and number of readers
Other system components (locks, door contacts, RQEs, and so on)

3. Specify how long the system has been installed and list any previous problems with the system.

4. Approximate the distance between system components, such as the distance between the controller and all readers.

Identiv recommends that all physical installations and cabling meet the specifications published in the appropriate electrical standard to ensure proper operation of all Identiv devices connected. When determining the required power delivery for connected devices, Installers should calculate cabling needs based on the power specifications of each connected device, the operational output of the power source and the voltage drop relative to the length of the cable. Identiv does not specify cable types or gauges due to the wide variance of available cable configurations, and similar wide variance in installation types and environmental conditions. All examples provided throughout this installation document are designed to provide guidance only and should be verified by a certified low voltage electrician or contractor on a per site basis.

If your dealer is not available, contact Technical Support directly. This can be done in a number of ways:

Internet: https://support.identiv.com/contact/
Email: support@identiv.com
Phone: 877-447-7249 toll-free

Mail: Identiv
1900-B Carnegie Avenue
Santa Ana, CA 92705-5520

Attn: Technical Support