When conducting a communication test, refer to the following sections for cellular and network test details. For more information, refer to the DMP Troubleshooting Guide and DMP Tech FAQs.

Contents

Cell

Refer to the following sections when testing and troubleshooting cellular communication.

Cell Test Messages

In order for the communications test to pass, the panel must pass all stages. When one stage fails, the entire test fails and the panel stops testing.

Cell
Stage Pass Message Fail Message
1 Modem Operating No Modem Found
2 Identified No SIM Card
3 Tower Detected No Tower
4 Registered Not Registered
5 APN Accepted APN Error
6 Comm Path Good No ACK Received
Not Activated
Connect Error
No Signal

Troubleshoot Cell Communication

When troubleshooting port configurations, refer to the Important Ports for DMP Whitepaper.

Issue Likely Causes What to Try
No Modem Found
  • The panel can’t communicate with the modem.
  • The modem may be damaged or incorrectly installed.
  • Panel firmware does not support the modem type.
  • The cell card is 3G (CDMA or HSPA) and is no longer supported by the carrier in your area.
No SIM Card
  • After reading the SIM, the panel received an error from the modem.
  • The SIM card is not installed or it’s installed incorrectly.
  • Install a SIM.
  • Go to System Information and check SIM status.
No Tower
  • The modem can’t find a tower.
  • The SIM is not activated, signal strength is poor, or the tower is down.
  • Go to System Information and check SIM status.
  • Go to System Analytics or Tools > Reporting & Analytics and check cell trouble and tower information.
Not Registered
  • The modem tells the panel that registration is denied.
  • The modem is not registered, the modem has extremely poor signal and has failed repeatedly to connect, the APN is incorrect.
  • Go to System Analytics or Tools > Reporting & Analytics and check cell trouble and tower information.
  • Go to Communication and check Cell APN.
APN Error
  • The panel received an error from the modem related to PDP context.
  • No IP address or port is configured in panel communication programming.
  • The APN is not configured or is incorrect.
  • The modem is registered but is now deactivated.
  • Go to Communication and check APN; For XR Series v192 and higher, ensure an IP address is programmed.
  • Go to System Information and check SIM status.
  • Go to System Analytics or Tools > Reporting & Analytics and check cell trouble and tower information.
No ACK Received
  • The modem sent a message but didn’t receive an acknowledgement in the allotted time.
  • The IP or port is incorrect or port forwarding is not configured.
  • Ports are not configured for UDP outbound.
  • The receiver is down.
  • Go to System Information and check communication options.
  • Go to Communication and check APN, TCP/UDP protocol, and receiver IP/Port settings.
Not Activated
  • The modem is not active.
  • The modem hasn’t been activated or failed to OTA.
  • Go to System Information and check SIM status.
Connect Error
  • The modem is unable to open a socket to send a message.
  • The internet gateway is down or the modem hasn’t been activated.
  • Go to System Information and check SIM status.
  • Go to System Analytics or Tools > Reporting & Analytics and check cell trouble and tower information.
  • Check your local communications service.
No Signal
  • Configuration is correct, but communication can’t be established due to poor signal.
  • Go to System Analytics or Tools > Reporting & Analytics and check cell trouble and tower information.
  • Check your local communications service.

Network

Refer to the following sections when testing and troubleshooting network communication.

Network Test Messages

In order for the communications test to pass, the panel must pass all stages. When one stage fails, the entire test fails and the panel stops testing.

Network
Stage Pass Fail
1 Link OK Link error
2 DHCP OK DHCP error
3 Gateway found No gateway
4 Destination found No destination
5 Network communication good Not connected
Remote connect
Invalid port
No ACK received

Troubleshoot Network Communication

When troubleshooting port configurations, refer to the Important Ports for DMP Whitepaper.

Issue Likely Cause What to Try
Link Error
  • Panel is not connected to the network.
  • Hardware may be damaged, or incorrectly installed.
  • Check cabling.
  • Check panel hardware.
  • Check the network’s hardware such as routers and switches.
DHCP Error
  • The DHCP server is not receiving the panel’s request for an IP address.
  • Go to Network Options and check DHCP and other network configuration options.
  • Go to Communication and check IPv6 and related communication options.
  • Check your local network’s configuration.
No Gateway
  • The panel can’t reach the gateway address.
  • The IP address is incorrect, or ports between panel and gateway are configured incorrectly.
  • Go to Network Options and check the IP, subnet, and gateway addresses.
  • Check port configurations.
  • Check the customer’s local network’s configuration.
  • Check the ISP’s network status and settings.
No Destination
  • The IP address is incorrect
  • Ports are configured incorrectly.
  • Go to Network Options and check IP, subnet, and DNS settings.
  • If using IPv6, go to Communication and check settings for that protocol.
  • If connecting with Wi-Fi, check for sources of interference.
  • Check router configuration and DNS settings on the local network.
Not Connected
  • The IP address is incorrect.
  • The ports are configured incorrectly.
  • Receiver IP address or port is incorrect.
  • Go to Network Options and check settings.
  • Go to Communication and check receiver IP and port settings.
  • Check the network for closed ports and port conflicts.
  • Check local network configuration and network firewall settings.
Remote Connect
  • Cannot test because a remote programming connection is open.
  • Wait for programming changes to be saved and the remote connection to be closed, then retry.
Invalid Port
  • The port is not a valid value or ports are configured incorrectly.
  • Go to Communications and check the receiver port.
  • Check the network for closed ports and port conflicts.
  • Check local network configuration and network firewall settings.
No ACK received
  • The panel is connected but received no acknowledgement from the server.
  • This may be a temporary interruption in service; try again.
  • If connecting with Wi-Fi, check for sources of interference.
  • Check router configuration and local network status.