Troubleshooting

Below is a short list of issues you might encounter. If you do not see your specific problem here, or the proposed solutions do not remedy your issue, please contact support.

If you have an offline Camera

  1. Does the Client show a question mark where the image should be on the Site card or when the Site is opened? If not, please contact support.
  2. Disconnect all Cameras from the GRIDSMART Processor for approximately 10 seconds and then reconnect them. Allow at least 7 minutes to initialize fully. If the Camera is still not online after at least 7 minutes, please continue onto the next step.
  3. Open the Diagnostics window option on the Site Menu. Does it show approximately 48V? If not, please contact support. If approximately 48V is showing, click the Reboot System button in the Diagnostics window and enter the appropriate username and password when requested. Observe the Front Panel during the reboot process and note the voltage reported for the 48V supply.
  4. If the Camera is still offline 7 minutes after reboot, check with the Camera plugged into the other Camera port (if there is one) in the same Processor.
  5. Check and verify all connections and cabling.
  6. Check with the Camera plugged directly into the Processor port with a short Cat5 cable to eliminate any EPM, junction box, or extra cable length involved.
  7. If this is a recent install, was the Camera checked on the ground first prior to install?
  8. Try a different, known good Camera with the same Processor.
  9. Check the old Camera with a known good Processor.
  10. Have there been any storms recently?

If the issue cannot be resolved, please contact support.

There are only a few things on a GRIDSMART Processor itself that can go wrong that one can troubleshoot in the field.

  1. If the Processor’s Front Panel shows that it is counting backwards and never starts counting forwards, the GRIDSMART Engine is not initializing properly. Know that it will count down to zero and then reboot if the Autokill function isn’t disabled. Refer to Running the chkdsk command and run chkdsk.
  2. If you suspect a USB or Camera port might be bad, you can isolate it by testing in the other port (if you know the other components such as the thumbdrive, Camera, Cat5 cable, etc. are good). You can do the same for the Network and Laptop ports by using VNC to test each port, but you will need to understand the IP address assignments. The Laptop (or Local) port is always set to 192.168.150.10, but the Network port could be set to a static IP. The Front Panel of a working GRIDSMART Processor will display the Network port’s IP address.
  3. For the SDLC port or the Input and Output ports, check the cabling first then try replacing the Processor with a known good unit.
  4. If power seems to be the issue and the 110V or 220V source power is confirmed, check the voltages on the Front Panel as the system boots up. Alternatively, you can connect directly to the GRIDSMART Processor using VNC or a VGA monitor/USB keyboard & mouse, then launch the GRIDSMART Client, open the site, and check the Diagnostics window for voltages. If voltages are not correct, the Processor needs to be returned for repair.
  5. If the GRIDSMART Processor powers up but the Camera(s) doesn’t initialize, go to Camera(s) offline troubleshooting.

If the issue cannot be resolved, please contact support.

Check Disk (or chkdsk) is a command used to verify the integrity of operating system files and is used when the GRIDSMART Processor cannot properly initialize the GRIDSMART Engine. A scan is run and if any OS files are found to be corrupted, chkdsk will try to repair them. To use chkdsk, one must be viewing the desktop of the underlying OS. It cannot be run using the GRIDSMART Client.

To run chkdsk:

  1. Right-click the GRIDSMART icon in the lower-right task tray and click Exit to stop the Engine.
  2. On the GRIDSMART Processor, open the C:\Diagnostic folder and launch TCPIP Comm.exe
  3. Click the Init TCPIP connection button. A message saying "Connection Established" should appear
  4. Click the Disable AutoKill button
  5. Click Start - Run and type in chkdsk /f. Then click Ok. If you get a message saying chkdsk cannot run but can on next restart, select yes to have it run on next restart, and then restart the Processor.
  6. Allow chkdsk to run to completion. This can take several minutes. In some cases, it takes up to 15-20 minutes. During this time, the intersection will be placed into recall. The Processor will reboot automatically at completion.

This might happen if you used the Recommission function to replace a Processor. One of the Site Cards is associated with the original Processor while the other is associated with the replacement Processor. You can safely delete the old one.

Ensure that you have drawn adequate Object Masks and Road Masks so that no stray light sources, particularly signal heads, are being picked up by the system.

Ensure that you have correctly entered the U.S. postal code and/or that the latitude and longitude have been set correctly. These settings can be found by clicking Site Settings on the Site Configuration Screen and selecting the Location panel. Also ensure that the camera north heading is set correctly. This may be checked by selecting the Camera Settings on the Site Configuration Screen.

If you have connectivity to the site, or are using GRIDSMART Client on the Processor, you can simply delete the Site Card from your Sites Homepage and then reconnect to the site. Reconnection happens automatically if you are locally connected or using the Client on the Processor. If this does not resolve the issue, please contact support.

The system may be in Learning Mode. If not, verify that the camera(s) are online by observing the front panel and/or connecting to the Processor and launching GRIDSMART Client. If the Site Card indicates one or more offline cameras, please see the camera(s) offline section above.

If the all cameras are online and the system is not learning, you might consider clearing calls on the zones. You might also consider restarting the Engine by clicking Diagnostics (stethoscope icon) on the Site Menu and clicking the Restart Engine button. If neither of these solutions work for you, please contact support.

If you have unpublished changes but the Publish item is not available on the Site Configuration Screen, that means that the Client is not connected to the GRIDSMART Processor and that you have no removable drives connected to your Client machine with which to use Publish To Drive. Connectivity to a site can be intermittent on very slow or spurious network connections.

This means that the site in question is not licensed for the Counts Module. If you believe the site in question is licensed for the Counts Module, please try the general configuration issues solution above. If that does not resolve your issue, please contact support.

Make sure that the zone is drawn accurately, including the flow direction, and that there are no interfering structures that might need an Object Mask. You might consider using the Client to make or clear calls on the zone to see if that remedies a temporary problem. If the problem is persistent, please contact support.

This is expected behavior. Changes will show as unpublished in the Client until the Data Stick or Drive used for publishing is plugged into the Processor and then back into the Client machine with the Client running.

Before contacting either your distributor or GRIDSMART Customer Support, we suggest that you prepare as follows. If you can, please connect a Data Stick or Drive to the problem Processor to collect some diagnostic data. If this is not an option, at least please export your site configuration so that you can email it to your distributor or GRIDSMART.

Your first line of support is your local distributor. If your local distributor cannot resolve your situation, we will be happy to help. GRIDSMART Customer Support can be reached by any of the following means: