Communication Services Troubleshooting

This section provides general troubleshooting information about communication services (email, SMS, and pager).

 

Troubleshooting Email Service with Microsoft or Gmail Accounts

If Desigo CC uses a Microsoft (Hotmail, Outlook, and so on) or a Gmail account, you must complete the following steps for the email communication service to work properly.

Microsoft Email Accounts

  1. Sign in to the Microsoft email account that Desigo CC will use to send/receive notifications by email.
  1. Click the Options icon.
  1. Click Options.
  1. Under Managing Your Account, click Connect devices and apps with POP.
  1. Under POP, make sure Enable is selected.
  1. Select Do what the device or app says … to allow devices and apps to delete messages from the inbox.
  1. Click Save.

Note that the Microsoft email server provider has the following limitations:

  • IMAP protocol is not supported.
  • Pings to POP every 10 seconds are not accepted.
  • Continuously sending too many outgoing email remote notification messages may cause the email account to be deactivated. If this happens, you must contact the email provider to have the account activated again.

Gmail Accounts

  1. Sign in to the Gmail account that Desigo CC will use to send remote notifications by email.
  1. Click the Settings icon.
  1. Click the Settings option.
  1. In the General tab, select the following option:
  • Conversation view off
    NOTE: Conversation view on     is not supported.
  1. Select the Forwarding and POP/IMAP tab, and click the following option:
  • When messages are accessed with POP delete Gmail’s copy
    NOTE:     For the remote notifications to work properly, email messages must be deleted from the Gmail server after they have been retrieved via POP.

As RENO Messages application does not support the latest security standards to let it access your account, you have to change the account access for less secure apps as follows:

  1. Sign in to the Gmail account.
  1. In My Account, go to section: Security > Less secure apps.
  1. Next to Access for less secure apps select Turn on.

 

Troubleshooting Shared GSM Modem or Paging Equipment

Message / Issue

Situation

Do the following...

Connection problems when sharing a GSM modem or pager among multiple Desigo CC installations.

Connection problems might occur when using an RS232/COM-to-IP converter to share a GSM modem or pager among multiple Desigo CC installations.

For correct operation:

If available, verify that the following options are disabled:
- Connect at system startup
- Delay close of tcp connection
- Restore dropped connections

Enable the following option:
- Close TCP connection when COM port is closed

If this solution does not work, to resolve the issue, reboot the converter and restart its service.

 

NOTICE
Identical paging settings

If multiple Desigo CC installations need to share and use the same paging equipment, the paging settings must be the same for each Desigo CC server.

 

Troubleshooting the GSM Modem

Message / Issue

Situation

Do the following...

The Flow Control might not be correct after a project upgrade.

You made a project upgrade from Desigo CC V2.0 to V2.1

  • Check the Flow Control value: if it is not correct, modify it appropriately.

SMS Wrong GMS Device

 

Failed: GSM provider error

This communication error especially concerns the Telic modems HT910G and HT910E that are not compatible with Desigo CC AT commands sequence for PIN exchange.

  • Disable PIN in the modem SIM card.
Troubleshooting the TAP Pager Modem

Message / Issue

Situation

Do the following...

The TAP device is not working after you installed the TAP pager modem drivers.

If the TAP pager modem drivers are installed after installing Desigo CC, the TAP device will not work until the Desigo CC server is rebooted.

  • Exit Desigo CC and reboot the server.