Review the following information before calling Technical Support because they will request that you perform many of the procedures or verifications before they will be able to help you diagnose a problem.

If you cannot diagnose the problem, you can contact Technical Support .

Troubleshooting Checklist

The following checklist may help you diagnose your problem:

Verify that you are using the correct types of cables on the correct connectors and that all cables are connected securely. See the DeviceMaster FreeWire Installation and User Guide for up-to-date cabling information.

Note
Most customer problems reported to Technical Support are eventually traced to cabling or network problems.
Make sure that you have installed and configured the latest redirector.
If you have a spare DeviceMaster FreeWire try replacing the DeviceMaster FreeWire.

For additional troubleshooting, you can refer to one of the following:

Microsoft Redirector Troubleshooting

If using the redirector for a Microsoft system, you can check the following:

You can install the Pepperl+Fuchs Comtrol, Inc. Test Terminal (wcom2) for troubleshooting communications on a port-by-port basis.

You may want to use the Test Terminal section in the Port Monitor and Test Terminal User Guide for Test Terminal test procedures or you can use the following procedure.
Remove and reinstall the redirector through the Add/Remove Programs control panel.

Using Test Terminal to Test a Port

The following procedure shows how to use Test Terminal to send and receive test data to the serial ports.

The Send and Receive Test Data option sends data out the transmit line to the loopback plug, which has the transmit and receive pins connected thus sending the data back through the Rx line to Test Terminal, which then displays the received data in the terminal window for that port. This test is only testing the Tx and Rx signal lines and nothing else. A failure in this test will essentially prevent the port from working in any manner.

Stop all applications that may be accessing the ports such as RAS, RRAS, or any faxing or production software.

See the appropriate help systems or manuals for instructions on stopping these services or applications. If another application is controlling the port, then Test Terminal will be unable to open the port and an error message will be shown.

Note
Remember to restart the application once testing of the ports has been completed.
From the Start menu, click Programs > Comtrol > Utilities > Test Terminal (WCOM2).
Click File > Open Port and the appropriate port (or ports) from the Open Ports drop list.
Install the loopback plug onto the port (or ports) that you want to test. See the DeviceMaster FreeWire Installation and User Guide if you need to build additional loopback plugs.
Click Port > Send and Receive Test Data.

You should see the alphabet scrolling across the port. If so, then the port installed properly and is operational.
Click Port > Send and Receive Test Data to stop the scrolling data.
Close Test Terminal

If both of these tests successfully complete, then the port is operational as expected.

Note
Do not forget to restart the application.

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