Troubleshooting

If you cannot find or access your device please complete these steps before contacting technical support.

1. Make sure the device has power.
2. Make sure the device is connected properly to your network or PC (see Ethernet Connections).
3. Make sure you have entered the correct MAC address during installation of the device.

1. Look at the bottom sticker of your device and note the MAC address.
2. Verify that the same MAC address appears in the Device List window.

1. If the MAC address is correct move on to step 4.
2. If the MAC address does not match, remove the device (see Remove Device) and re-install the instrument.

4. Make sure your device is assigned to the correct Ethernet adapter.

1. Use the Change Ethernet Adapter drop down command to view the adapters available on your PC.
2. Choose the correct adapter and click OK.

5. If your device IP is 0.0.0.0 you do not have a proper IP address assigned. Change the IP Address of the device.

1. Check the IP address and subnet mask of your PC.

1. Click Start > Run in Windows.
2. In the Run dialog box type command and click OK.
3. At the DOS prompt type ipconfig and hit Enter.
4. Your Windows IP Configuration will display. Note the IP Address (this is the IP address of your PC) and Subnet Mask.
5. Type exit at the DOS prompt and hit Enter.

2. Change the IP address (Change IP Address) of the device to fall inside the subnet mask of your PC. The subnet mask is a string of numbers similar to an IP address where each portion is either 255 or 0. 255 means that portion of the device IP address must exactly match the corresponding portion of your PCs IP address to be inside the subnet. 0 means that portion of the device IP address cannot match the corresponding portion of your PCs IP address (will cause an IP address conflict). For example, if your PCs IP address is 168.224.19.1 and your subnet mask is 255.255.255.0 your device IP address must be 168.224.19.x (where x is an integer between 2 and 255) to be accessible. View more regarding IP address and subnet masks in IP Reference Information for non ENA/ENB Instruments.

6. If your device is connected to your subnet and the status is "Available" but you cannot run WinDaq, the device IP address is not set properly (it does not fall within the Subnet Mask). Follow the instructions in Step 5a and 5b above to resolve.
7. If you are accessing your device outside your subnet or over the Internet go over the instructions in Installing and Running a Device Outside your Subnet.

 See also IP Manager Searching for IP Address of Network Card.

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