Communication Testing and Troubleshooting

When conducting a communication test, refer to the following sections for cellular and network test details. For more information, refer to the DMP Troubleshooting Guide and DMP Tech FAQs.

Cell

Refer to the following sections when testing and troubleshooting cellular communication.

Cell Test Messages

In order for the communications test to pass, the panel must pass all stages. When one stage fails, the entire test fails and the panel stops testing.

Cell
Stage	Pass Message	Fail Message
1	Modem Operating	No Modem Found
2	Identified	No SIM Card
3	Tower Detected	No Tower
4	Registered	Not Registered
5	APN Accepted	APN Error
6	Comm Path Good	No ACK Received
		Not Activated
		Connect Error
		No Signal

Troubleshoot Cell Communication

When troubleshooting port configurations, refer to the Important Ports for DMP Whitepaper.

Issue	Likely Causes	What to Try
No Modem Found	The panel can’t communicate with the modem. The modem may be damaged or incorrectly installed. Panel firmware does not support the modem type. The cell card is 3G (CDMA or HSPA) and is no longer supported by the carrier in your area.	Check the cell module installation and antenna. Check panel hardware. Check panel firmware version. Refer to DMP Tech FAQs for a list of firmware requirements. Upgrade the panel. Upgrade to a 4G cell card.
No SIM Card	After reading the SIM, the panel received an error from the modem. The SIM card is not installed or it’s installed incorrectly.	Install a SIM. Go to System Information and check SIM status.
No Tower	The modem can’t find a tower. The SIM is not activated, signal strength is poor, or the tower is down/	Go to System Information and check SIM status. Go to System Analytics or Tools > Reporting & Analytics and check cell trouble and tower information.
Not Registered	The modem tells the panel that registration is denied. The modem is not registered, the modem has extremely poor signal and has failed repeatedly to connect, the APN is incorrect.	Go to System Analytics or Tools > Reporting & Analytics and check cell trouble and tower information. Go to Communication and check Cell APN.
APN Error	The panel received an error from the modem related to PDP context. No IP address or port is configured in panel communication programming. The APN is not configured or is incorrect. The modem is registered but is now deactivated.	Go to Communication and check APN Go to System Information and check SIM status. Go to System Analytics or Tools > Reporting & Analytics and check cell trouble and tower information.
No ACK Received	The modem sent a message but didn’t receive an acknowledgement in the allotted time. The IP or port is incorrect or port forwarding is not configured. Ports are not configured for UDP outbound. The receiver is down.	Go to System Information and check communication options. Go to Communication and check APN, TCP/UDP protocol, and receiver IP/Port settings.
Not Activated	The modem is not active. The modem hasn’t been activated or failed to OTA.	Go to System Information and check SIM status.
Connect Error	The modem is unable to open a socket to send a message. The internet gateway is down or the modem hasn’t been activated.	Go to System Information and check SIM status. Go to System Analytics or Tools > Reporting & Analytics and check cell trouble and tower information. Check your local communications service.
No Signal	Configuration is correct, but communication can’t be established due to poor signal.	Go to System Analytics or Tools > Reporting & Analytics and check cell trouble and tower information. Check your local communications service.

Network

Refer to the following sections when testing and troubleshooting network communication.

Network Test Messages

In order for the communication test to pass, the panel must pass all stages. When one stage fails, the entire test fails and the panel stops testing.

Network
Stage	Pass	Fail
1	Link OK	Link error
2	DHCP OK	DHCP error
3	Gateway found	No gateway
4	Destination found	No destination
5	Network communication Good	Not connected
		Remote connect
		Invalid port
		No ACK received

Troubleshoot Network Communication

When troubleshooting port configurations, refer to the Important Ports for DMP Whitepaper.

Issue	Likely Cause	What to Try
Link Error	Panel is not connected to the network. Hardware may be damaged, or incorrectly installed.	Check cabling. Check panel hardware. Check the network’s hardware such as routers and switches.
DHCP Error	The DHCP server is not receiving the panel’s request for an IP address.	Go to Network Options and check DHCP and other network configuration options. Go to Communication and check IPv6 and related communication options. Check your local network’s configuration.
No Gateway	The panel can’t reach the gateway address. The IP address is incorrect, or ports between panel and gateway are configured incorrectly.	Go to Network Options and check the IP, subnet, and gateway addresses. Check port configurations. Check the customer’s local network’s configuration. Check the ISP’s network status and settings.
No Destination	The IP address is incorrect Ports are configured incorrectly.	Go to Network Options and check IP, subnet, and DNS settings. If using IPv6, go to Communication and check settings for that protocol. If connecting with Wi-Fi, check for sources of interference. Check router configuration and DNS settings on the local network.
Not Connected	The IP address is incorrect. The ports are configured incorrectly. Receiver IP address or port is incorrect.	Go to Network Options and check settings. Go to Communication and check receiver IP and port settings. Check the network for closed ports and port conflicts. Check local network configuration and network firewall settings.
Remote Connect	Cannot test because a remote programming connection is open.	Wait for programming changes to be saved and the remote connection to be closed, then retry.
Invalid Port	The port is not a valid value or ports are configured incorrectly.	Go to Communications and check the receiver port. Check the network for closed ports and port conflicts. Check local network configuration and network firewall settings.
No ACK Received	The panel is connected but received no acknowledgement from the server.	This may be a temporary interruption in service; try again. If connecting with Wi-Fi, check for sources of interference. Check router configuration and local network status.