DoorKing 1816 User Manual download pdf (Page 69)

6.2 Trouble Shooting

If you experience problems with the DoorKing Remote Account Manager for Windows, a problem may exist in

your modem, at the telephone entry system, or with the phone line. Before calling your DoorKing dealer or

DoorKing directly for assistance, check the following items and be sure to complete the information sheet so that

we can properly assist you.

6.2.1 Modem

1. Be sure that your modem is working correctly. Check modem communications with an on line

service provider such as America On Line or Earthlink.

2. If your modem is external, make sure it is turned on.

3. Make sure the correct COM port is selected. When running Microsoft Windows, chances are you

have a mouse connected to COM1. Your modem should be connected to COM2. The COM port

that your modem is connected to, and the IRQ setting, can be determined from the Windows

software.

4. If running Windows, use the Windows Add New Hardware command to locate your modem.

5. If the software is reporting many re-tries when sending blocks of information (mismatch received,

resending data block), you might have experienced noise on the phone line. Try resending the

data. The phone company routes calls differently each time you call.

6. Refer to the manual that came with your modem for additional modem trouble shooting guidelines.

6.2.2 Access System

1. Be sure that the entry system (1833, 1834, 1835, 1837, or 1838) is working correctly. Call the

phone number that the entry system is installed on. After two rings, there should be silence

indicating that the entry system has answered and is waiting for information to be received.

2. If the entry system does not answer, check to be sure that the ring pin is installed on the entry

system control board. Check to be sure that the phone number is correct.

3. Refer to the installation and maintenance manual that came with the entry system for additional

entry system trouble shooting information.

6.2.3 Phone Line

1. Have the installer check the phone line for any hum or noise. Any hum or noise can disrupt modem

communications. Disconnect the phone line from the entry system and connect a telephone test set

to the phone line. If the line is noisy or there is any hum on the line, this will have to be corrected

before the entry system will be able to communicate with your computer.

6.2.4 Date / Time

1. The date and time are set in the entry system from your computer each time contact is made with

the entry system via modem. If your computers date and time are set incorrectly, then all

transaction events stored in the system history buffer will reflect this incorrect data.

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DoorKing 1816 User Manual Page 69