General 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: Invalid Access Code

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

Problem - Log Samples

16:19:00.576,TX,asiTCPIP,ControlPort,"Control" S: [01]SN,33332[02]vq04[03]60AB[04] 
16:19:00.626,RX,asiTCPIP,ControlPort,"Control" R: [01]27[03]07A4[04] 
16:19:00.627,Error,asiMERCURY,Control,ERROR Response: start 0: length 9 
16:19:00.628,Error,asiMERCURY,Control,Invalid access code error: 27 
16:19:00.629,Error,asiMERCURY,Control,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 and try again.

Scenario #2: Invalid Sign-On Code

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

Problem - Log Samples

16:24:31.706,TX,asiTCPIP,ControlPort,"Control" S: [01]SN,33333[02]vq01[03]273F[04] 
16:24:31.757,RX,asiTCPIP,ControlPort,"Control" R: [01]20[03]9E33[04] 
16:24:31.759,Error,asiMERCURY,Control,ERROR Response: start 0: length 9 
16:24:31.760,Error,asiMERCURY,Control,Signon error: 20 
16:24:31.762,Error,asiMERCURY,Control,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 and try again. The most commonly shared code is vq99. Sign-on codes for specific devices may vary depending on firmware version (consult Honeywell or Honeywell documentation to be sure).

Scenario #3: Invalid Site ID

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

Problem - Log Samples

13:53:29.016,Error,asiMERCURY,Mercury Protocol2,Site Id mismatch: configuration = 00000001; device = 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: The correct Site ID is printed in the error message. Change your configuration to match this Site ID.

Scenario #4: Unable to publish upload data because of missing archive object.

Problem: Unable to publish upload data.

Problem - Log Samples

13:40:51.879,Info,asiMERCURY,Control,History due: CFG=0; AUD=1; ALM=0; EVT=0; HYP=0 
13:40:51.879,Error,asiMERCURY,Control,Audit Upload Terminated. Failed to get properties for archive object (ID=0). 13:40:51.883,Error,asiMERCURY,Control,Task: history request issued/detected but no poll messages were found. Please check active items and/or device configuration.

Meaning: An upload type is enabled in your Mercury device 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. This archive object can be empty (defaults) but you must assign an archive object for each type of upload.

Scenario #5: Unable to collect events.

Problem: Unable to collect or publish events.

Problem - Log Samples

13:27:45.446,TX,asiMERCURY,Mercury Protocol2,TX: [01]RE[02]002[03]5D3E[04] 
13:27:49.457,Error,asiMERCURY,Mercury Protocol2,Communication time-out

Meaning: The protocol is timing out because the device does not support events.

Corrective Action: Don’t try to collect events on a device that does not support them.

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