Question
How Do You Troubleshoot Keyscan Aurora Communication Loss?
Answer
1. Ensure that the Keyscan Aurora Communications service is installed & running
Press the Windows key and the R key at the same time
In the Run Command dialogue box type services.msc and press Enter
Ensure the Agent & Communications services are installed & running
If either is missing, install the missing service
If either is stopped, start the stopped service
2. Ensure that the server name has not been changed
Navigate to the Hardware Setup screen
Double left-click on a panel
The Communications Server must match the server name
Update if different & click Save
If the server name is not in the list
Navigate to Application Utilities
Navigate to the Server Settings tab
Click the "+" at the top left
Verify the server name is correct & click Save
Update the panels to the new server name
3. Serial communication checklist
Did the communication port change? Check Device Manager
Is the driver installed/corrupted? Check Device Manager
Did the serial port fail? Check Device Manager
Is the serial connection connected?
Perform a loopback test on the serial device
To access Device Manager
Press the Windows key and the R key at the same time
In the Run Command dialogue box type devmgmt.msc and press Enter
4. Panel(s) no longer ping on network
Check that the network cable is still connected
Check that network equipment is functioning
Check that the server is still connected to the network
Check that the panel IP address still matches the network
Reprogram the NETCOM2/P device if necessary
Keyscan NETCOM2P Setup & Programming
5. Contact Support for additional troubleshooting