Chapter 11
Troubleshooting

This section provides advice how to resolve the most commonly experienced problems with WorldDesk operation.

Commuter System Fails to Boot

1. Ensure that the AC power source is connected. The "Power" light on the front panel should be illuminated.

2. Ensure that the Ethernet network is connected. Commuter senses the frame type in use at network startup. The boot process cannot be completed until two consecutive broadcast packets are received with the same Ethernet frame type. The front panel "transmit" LEDs flash in a counting sequence while Commuter tries to determine the frame type. These LEDs are turned off when the frame type is discovered. If Commuter is properly connected to a 10Base-T network, the "LAN Attached" LED is illuminated.

3. Commuter maintains two copies of its configuration data in flash memory. In rare circumstances, it is possible that the configuration has become corrupted. Start WorldDesk Manager on the same network on which Commuter is installed. If a message box indicating that the server is requesting a software download appears, it may be necessary to reload the server program. The current flash software image may be downloaded from the Cubix BBS at (702) 888-1003.

4. If the front panel "Ready" LED is flashing at intervals of one second, Commuter has successfully booted.

Unable to Establish Dial-in Session

1. If you are using a new WorldDesk Server, ensure that a unique server name and server number have been assigned through WorldDesk Manager*s server configuration menu. If the server number is zero, no server number has been assigned. Assignment of a server number is necessary before dial-in connections may be accepted.

2. Using a telephone, call the phone number at which the server is waiting for calls. A modem should answer. If the modem does not answer:

• Confirm that the modem is connected to the server. Ensure that power is applied to the modem. Using WorldDesk Manager, check the server menu*s Port Summary screen to ensure that a DSR and CTS signal are being provided by the modem. If they are not, a modem connection problem probably exists.

• Confirm that the modem is connected to the correct telephone number. Place a telephone on the line and confirm that it rings when dialed.

• Check the setup string and baud rate specified in the WorldDesk Manager*s port configuration menu. Try setting "19200" and "Hayes Compatible". Some modems do not respond to higher baud rates. Other modems may not be properly configured to automatically answer if an error exists in the modem setup string. If you suspect a modem setup string problem, connect a terminal emulator directly to the modem and send the setup and answer strings that you have configured. You should get the response "OK" after each carriage return character. Your modem supplier can help to configure the correct setup strings.

• The modem*s DTR light (if available) should be lit while the modem waits for calls. If it is not illuminated, try a different RS-232 cable. Make sure that the port is configured to allow dial-in use in WorldDesk Manager*s port configuration menu.

• Using a terminal emulator, dial the phone number to which the modem is connected. You should see the text "RING" as the modem senses the ringing condition on the line. Typing the command "ATS0=1" to the modem should cause the modem to answer. If it does not, you may have a cabling problem or a failed modem.

3. If the modem answers, listen to the modems as they connect. Most modems are configured such that the speaker goes off after they connect. This typically takes less than ten seconds after the modem receiving the call answers. Watch WorldDesk Manager*s Port Summary window while the modems connect. If successful, the DCD indicator should come on, indicating a successful connection.

• If the modems do not successfully connect, try using a different modem if one is available. Confirm that the modem configuration strings are correct using the procedure described above in step 2.
• Try calling the Cubix BBS with a terminal emulator to confirm that each of the modems is operating correctly.
• Using WorldDesk Manager*s Port Statistics/Communications Driver screen, see if data is both being sent and received on the port. If not, you should suspect a bad cable or an incorrect modem setup string.
• Ensure that the modem setup string includes a setting for "Normal Carrier" or "DCD follows carrier". This setting is AT&C1 for most modems. Proper DCD handling by the modem is very important, since WorldDesk uses the DCD signal from the modem to detect the start of an incoming call.

4. If the modems connect, examine the Port Summary*s "State" field in WorldDesk Manager. This field shows the current step in the startup sequence. The cluster*s Console window may also provide clues.

5. If all else fails, try using a completely different client workstation, modem, and cable to determine if the problem is on the server or client side of the link.

Unable to Establish Dial-out Session

1. Ensure that the WorldDesk Server is accepting LAN connections. Both WorldDesk Manager and the WorldDesk dial-out redirectors use the same interface to access the server.
2. Ensure that the client workstation on which the dial-out redirector is being operated is configured for the same Ethernet frame type that the WorldDesk Server is using.
3. Load the WorldDesk INT14.EXE driver using the command line "INT14 COM1". This will cause the driver to try to locate any available port. If a port is successfully allocated, the problem may be related to command line options or to the configuration for the port or huntgroup from which you are trying to allocate a port.
4. Use the "administrator" account and associated password to try to allocate a port. If dial-out security is enabled, the account that you are using may not be valid or may not have dial-out permission. The "administrator" account always has all permissions enabled.
5. Use WorldDesk Manager to confirm that at least one port is available for dial-out use. A port must be in state "Waiting" or "Dialout Waiting" in order to be available for dial-out use. Confirm that the port*s configuration allows for dial-out use.
6. Use WorldDesk Manager*s Server Connections screen to find out if the INT14 driver has successfully connected to the server.
7. If you successfully allocate a port with INT14, NASI or the WinComm Services Redirector, the problem is likely related to the configuration of the terminal emulator or remote control program. These programs must be configured for the correct interface (NASI or INT14). Contact the manufacturer of the terminal emulator or remote control program that you are using for help in configuring it for the Interrupt 14, NASI or WinCom16 interface. You may wish to try a different communications package to ensure that the interface to WorldDesk Server is operating correctly.
8. If you are successful in allocating a port at the WorldDesk Server but cannot dial the modem, ensure that:

• The modem is actually connected to the port that you have allocated. Use WorldDesk Manager*s Port Summary screen. The DTR and RTS signals from the server to the modem should be on, and the DSR and CTS signals from the modem should be on. DCD should be on only if the modem is connected to another modem.
• Ensure that the modem is powered on.
• Ensure that the modem is connected to a working telephone line.
• Ensure that you have selected a baud rate supported by the modem in the terminal emulator or remote control program*s configuration or setup.
• If you can send commands directly to the modem with the communications package that you are using, send the command "AT" and confirm that the modem responds with "OK". Use WorldDesk Manager*s Port Statistics/Communications Driver menu to see if data is being transmitted to and received from the modem.

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