If you are experiencing communication errors, the following steps may help you diagnose the cause. If you need additional assistance, please contact us directly at service@handytrac.com.
DHCP addressing is the system default. Static IP addresses can be assigned manually.
Testing Communication
Do not log in to the system. Press the ENTER button one time from the main Time/Date screen to test your system communication.
Running EOP Process -> Data Transfer Successfulis the only indicator of a successful communication.
Communication Error Messages
Every time the system attempts to communicate after use, a status message will be displayed. As noted above, only "Data Transfer Successful" indicates good communication. All of the following are communication error messages:
Bringing Up Network Please Wait…
Running EOP Process -> Exiting (2)
Running EOP Process -> Exiting (4)
Checking IP address
On the keypad in this order, press “Clear, Backspace, Enter, Alpha” one after the other. This will bring up the “View Statistics” menu.
Press “1” for yes. The specific system version should be shown on the screen.
Press “ENTER” 5 times to continue through the statistics menu until you see “IP address”. Take note of this IP address.
Press “ENTER” for the server test*.
Press “ENTER” to return to time and date
If the system does have an IP address, it will most likely look like “10.x.x.x” or “192.x.x.x”.
If it is not receiving a proper IP address, the number will may look like “169.x.x.x” or “0.0.0.0”.
*The “Server Test” tests the connection to your local router or switch. It does not test the connection to HandyTrac servers as an indication of internet communication.
Troubleshooting
The first step you should take with any communication issue is to reboot the system by powering it off for 60 seconds. Use the red power switch located at the bottom right of the black box the keypad is mounted on.
Very old systems may not have a physical power switch. If this is the case for your system, you can unplug the power cord from the wall.
IP Address of 169.x.x.x
If your system is assigned an IP address similar to this one, it means the system was not able to receive an IP address from your network. This is generally accompanied by the error Bringing Up Network Please Wait…
Here are some corrective steps you can take:
Reboot the system.
Check that all network cables are plugged in securely at both ends.
Check all network cables for damage (hard bends, fraying, crushed, etc.) and replace if needed.
Reach out to your IT team or Helpdesk for additional troubleshooting with your network connection. The system may be blocked by a firewall or other security software that is preventing communication.
IP Address of 0.0.0.0
This IP address indicates an unsupported network type, a network conflict, or a network card failure.
Network Type - Generation 10 systems with firmware versions older than 4.0 do not have native support for modern gigabit networks because of auto port speed negotiation.
Your IT/Helpdesk may be able to manually set the port speed to 10Base-T / Half-Duplex. Depending on network equipment, this may not be possible.
Contact HandyTrac Technical Support for additional options.
Network Conflict - An IP address may be assigned to multiple devices at once. This can happen in scenarios with wireless range extenders or additional routers handing out conflicting DHCP IP addresses. The system may also have an incorrect Static IP assigned which is conflicting with another device.
Your IT/Helpdesk may be able to resolve this conflict by correcting equipment that is erroneously giving out DHCP, or by reserving the Static IP the HandyTrac system is using so it is not assigned to anything else.
Contact HandyTrac Technical Support for additional options.
Network Card Failure - A power surge or lightning strike is a common cause of network card failure. An indication of failure are a lack of status and activity lights on the network port when the system is attempting to communicate.
Contact HandyTrac Technical Support.
Exiting (2) and Exiting (4) Errors
If your system is connected to a network device, receives and IP address, but is still not able to communicate, it likely is displaying one of these two errors.
These errors mean the system attempted but was unable to complete the communication. A typical scenario is the system has an IP address (local connection) but it has no internet connection (to HandyTrac servers).
Here are some corrective steps you can take:
Reboot the system.
Make sure the device the system is plugged in to (router, switch, etc) is connected to the rest of the network.
Check all physical connections.
Make sure a firewall or other security software is not blocking communication out or the response from our server back in.
Contact your IT/helpdesk for firewall information.
A static IP may have been manually set in the past. If network information changed (new router, ISP, etc.) then this old information will not work.
Contact HandyTrac Technical Support for help resetting this information.