How To Articles

General Troubleshooting

General discussion and tips for any troubleshooting.  Review the General Troubleshooting page for basic tips and getting help.

Troubleshooting Topics

The following troubleshooting scenarios will continue to expand with each document release.

Scenario #1: Code 27 - Invalid Access Code

Problem: Unable to poll or collect history from device due to sign-on failure.

TX,asiHONEYWELLMERCURY,ERX350 Lab,TX:  [01]SN,33336[02]vq99[03]49A0[04]
RX,asiHONEYWELLMERCURY,ERX350 Lab,RX:  [01]27[03]79C0[04]
Error,asiHONEYWELLMERCURY,ERX350 Lab,ERROR Response: start 0: length 9
Error,asiHONEYWELLMERCURY,ERX350 Lab,Status Response from Device - Code 27: Invalid access code error
Error,asiHONEYWELLMERCURY,ERX350 Lab,Sign-on failed.
Error,asiHONEYWELLMERCURY,ERX350 Lab,Message did not receive a good response.

Meaning: The access code used in the sign-on message was rejected by the device.

Corrective Action: Find the correct access code, re-configure the device in ACM, and try again.

Scenario #2: Code 20 - Invalid Sign-On Code

Problem: Unable to poll or collect history from device due to sign-on failure.

TX,asiHONEYWELLMERCURY,ERX350 Lab,TX:  [01]SN,33333[02]vq12[03]455C[04]
RX,asiHONEYWELLMERCURY,ERX350 Lab,RX:  [01]20[03]9E33[04]
Error,asiHONEYWELLMERCURY,ERX350 Lab,ERROR Response: start 0: length 9
Error,asiHONEYWELLMERCURY,ERX350 Lab,Status Response from Device - Code 20: Signon error
Error,asiHONEYWELLMERCURY,ERX350 Lab,Sign-on failed.
Error,asiHONEYWELLMERCURY,ERX350 Lab,Message did not receive a good response.

Meaning: The sign-on code used in the sign-on message was rejected by the device.

Corrective Action: Find the correct sign-on code for this particular type of instrument, re-configure the device in ACM, and try again. Normally, the sign-on code property in the device's ACM configuration is left blank so that the known default value is used.

Scenario #3: Invalid Site ID

Problem: Unable to poll from device because of SITEID error.

Error,asiHONEYWELLMERCURY,ERX350 Lab,Site ID mismatch! Configuration 1 = 17194223, RTU 1 = 17194223; Configuration 2 = 12345678, RTU 2 = 00000000

Meaning: Site ID1/2 uniquely identify the end device you are trying to communicate with. The Site ID in the configuration does not match what was returned from the device.

Corrective Action: Verify ACM is connecting to the correct device using the correct connection parameters and correct MI Modem port, if used. If the device's ID has been changed, change your ACM configuration to match this Site ID.

Scenario #4: Code 43 - User Access Disabled

Problem: Unable to poll or collect history from device due to sign-on failure.

TX,asiHONEYWELLMERCURY,ERX350 Lab,TX:  [01]SN,33336[02]vq99[03]49A0[04]
RX,asiHONEYWELLMERCURY,ERX350 Lab,RX:  [01]43[03]79C0[04]
Error,asiHONEYWELLMERCURY,ERX350 Lab,ERROR Response: start 0: length 9
Error,asiHONEYWELLMERCURY,ERX350 Lab,Status Response from Device - Code 43: User Access Disabled
Error,asiHONEYWELLMERCURY,ERX350 Lab,Sign-on failed.
Error,asiHONEYWELLMERCURY,ERX350 Lab,Message did not receive a good response.

Meaning: Too many attempts have been made to sign on to the device with invalid credentials or incorrect sign-on code. 

Corrective Action: Find the correct User ID, access code, and sign-on code and re-configure the device in ACM. Wait a few minutes for the field device to reset, then try again.

Scenario #5: Unable to publish upload data because of missing archive object.

Problem: Unable to publish upload data.

Error,asiHONEYWELLMERCURY,ERX350 Lab, Audit 1 is enabled for collection but does not have an Archive Object assigned. Verify configuration.

Meaning: An upload type is enabled in your ACM Mercury device object but no Archive object is assigned to it.

Corrective Action: You must create and assign an archive object for each type of upload you want your Mercury device to collect. 

Scenario #6: Audit upload does not work correctly, or published data is incorrect, after making audit configuration changes on the RTU.

Problem: Audit upload publish data is incorrect or incomplete.

Meaning: ACM reads the device's audit configuration and publishes data based upon internally stored data tables. Because of a configuration change on the RTU, ACM and the device are not in sync.

Corrective Action: On the Command tab of the device in ACM, issue the 'Retrieve Audit Log Config During Next History Poll' command. Next issue the 'Move Audit Pointer Back' command and select the time of the last known good record, or issue 'Reset Audit Pointer' if no good records have been uploaded. Issue the command to 'Retrieve History'.

Scenario #7 : Item's OPC status is 'Bad - Configuration Error'

Problem: No data is returned for item after polling.

Meaning: The item address specified is not valid on the device.

Corrective Action: Use the OEM's documentation to determine which item addresses are valid for the device type. 

How To Articles

How To: Publish audit records using fixed temperature and pressure values.

If the RTU has been configured to use either a fixed factor temperature or a fixed factor pressure value in the audit calculation, the audit configuration must be correct in order for ACM to correctly publish the audit record. 

Instead of the default of including the live value items for temperature and pressure, modify the audit configuration on the field device to include instead, the items that contain the fixed values as listed in the tables below. ACM will then interpret and publish the audit record correctly.

EC350 Audit

Other Controllers Audit