Fehlersuche und -behebung TCUx (EN-US)

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Last updated: Sept 08, 2022

Table of contents

DirectFax Checklist TCUX (06.05.10/HW)

This checklist is intended to help clarify error situations with Toolmaker DirectFax that at first glance appear to be due to a defective TCUX. In the event of dispatch problems or non-functioning faxes, this checklist can be used to analyze the cause. The checklist is structured in such a way that an EDP employee can identify and check the device even without much experience with DirectFax.

Hotline support

You can start the problem analysis yourself using this checklist and gain initial insights before calling the Toolmaker Hotline. If you are pressed for time because of ordering a replacement device, you have to check for a hardware defect first.

Device description

TCUX means Toolmaker Communication Unit and is a computer with Linux operating system. The case is about 30 x 25 x 5 cm (booksize format), black and with a silver bezel at the front. The models differ according to the number of supported ISDN channels (fax lines) and the type of ISDN adapters (manufacturer). Communication to the IBM i is via Ethernet LAN 10/100 Mbit.

Models

  • TCUX02 (AVM, no P2P protocol)
  • TCUX02A (HST Saphir, no longer manufactured)
  • TCUX04 (HST Sapphire)
  • TCUX08 (HST Sapphire)

Serial no.

The serial no. can be found on the Toolmaker nameplate on the bottom of the housing (when lying flat). It can be read at SN and must be noted including TMS-TCUx and number.

Installation

The unit should be placed upright so that the power supply is on top and control lamps and on/off switch are visible at the front/top. Then the heat from the power supply unit is immediately dissipated upwards and does not heat up the entire electronics. The installation location must be well ventilated.

Plug connections

At least required and to be checked in case of problems are

  • 230V power cable
  • LAN Ethernet cable
  • ISDN RJ45 cable

There is a risk of confusing LAN and ISDN cables, as both have an RJ45 connector. If necessary, trace the LAN cable to the switch and the ISDN cable to the ISDN socket or NTBA. If required, a monitor, keyboard and mouse can also be connected (but are not necessary for productive operation).

Configuration

The configuration of the TCUX network parameters and other settings must be done via screen, keyboard and mouse during the first start-up. Later, when everything is working, it can be accessed via the Internet browser (e.g. : http://192.168.50.111:8080). The login is done with 2x admin. There is a separate description for the configuration.

Clarification TCUX hardware defect

Whether there is a hardware defect in the TCUX has to be clarified first, because a replacement has to be sent as soon as possible.

Control lamps

Please check the control lamps on the TCUX. If there are any deviations from the following description, inform the hotline about it.

  • GREEN Power - lights up constantly when unit is switched on. If power is applied to the TCUX and Power does not illuminate immediately after power up, the internal power supply is defective and the TCUX must be replaced.
  • YELLOW (center) Activity - is mostly off, flashes irregularly when unit boots up.
  • ORANGE Network - is on constantly and flickers briefly when accessed. Continuous flashing may mean a fault in the LAN, but may also be an indication of incorrect network parameters in the TCUX configuration. The lamp is off if no LAN cable or a wrong cable is connected (e.g. the ISDN cable at the LAN socket!).

If the check of the control lamps brings a positive result, start with the error analysis below.

Decision about replacement device

The hotline decides on the next steps after examining the individual case. If a maintenance contract is in place and the problem is most likely due to a defect in the TCUX, a replacement device will be sent on its way by freight forwarder. As a rule, the delivery is with the customer on the next working day. However, it may take 2 days if the decision is possible only after 14:00. An express delivery until 8:00 a.m. is possible if the customer bears the additional costs (approx. 100 €).

If there is no maintenance contract, the procedure and calculation must be clarified with the sales department.

Error analysis

Initial situation

The entire fax dispatch is disturbed. No faxes are sent at all, although faxes are waiting to be sent in WRKFAXSTS and are not time-limited or stopped. The DIRECTFAX subsystem is active and the FAXxxxx jobs are running. No changes have been made to the hardware or software. The indicator lights on the TCUX have the status as described above.

Action 1

If the fax transmission has been running well so far, it is suspected that the software within the TCUX has hung up and is no longer responding. The following steps must be performed in any case at least 1x before a more in-depth analysis:

  • End the subsystem with command ENDDIRFAX
  • Press and hold the power switch on the TCUX for 5 seconds until all lamps go out
  • wait for 10 seconds
  • Press power switch 1x briefly
  • Device starts up, observe control lamps
  • Green and orange lamp are on constantly
  • The middle lamp flickers irregularly
  • After approx. 2 minutes the device is ready again
  • Restart the subsystem with the STRDIRFAX command
  • Observe fax transmission in WRKFAXSTS


Further measures

If action 1 was not successful after 20 minutes (no faxes were sent, see history, key F10) and a hardware problem is suspected, please check the following: Check the status of the line in WRKFAXLIN.

  1. If the status is END (sending job is finished) or OPN (starting phase with attempt to contact TCUX), although the subsystem is running, suspect a network problem.
  2. If the status is RDY (communication OK), DIA (dialing) or SND (attempt to send), it is suspected that it is an ISDN problem.
  3. If the status is INI (initialization phase) or DEI (termination phase), the line is being initialized or deactivated, so press F5 more often and wait.
  4. If the status is DEA (deactivation), the line has been permanently shut down, i.e. manually set to Active=N. This may be correct for a line that is currently not needed. However, if only 1 line is configured, it must be set to Active=J.

Suspected network problem

  • Check LAN cable, switch port or hub (check indicator lights on power supplies)
  • Make PING F4 with IP address of TCUX (e.g. PING '192.168.1.24')
  • If there is a name in WRKFAXLIN selection 5 on page 3 at IP address/host name, make PING F4 with this host name (e.g. PING TCU04)
  • Compare the IP address displayed in the status line with the actual IP address of the TCUX
  • If the IP-addresses are very different (completely foreign IP-addresses), CFGTCP point 12, Param. Search priority for host name . . (HOSTSCHPTY). If it says *REMOTE, you have found a possible cause. Normally *LOCAL should be here. With *REMOTE a further, possibly completely unknown DNS server in the Internet determines the host name and comes to a for your environment absurd IP address.
  • If the IP address fits into the frame of your network, check CFGTCP point 10 (host table). Search for the hostname from WRKFAXLIN and check the corresponding IP address. Search for the IP adr. of TCUX and check the corresponding hostnames. Either the hostname you are looking for exists multiple times or someone has changed/created the entry.
  • If everything is configured correctly in the network, but the PING still fails, there may be a defect in the LAN cable or in the TCUX.
  • If you want to eliminate all problems with DNS, enter the IP address of the TCUX (instead of a host name) in WRKFAXLIN selection 2 page 3.
  • Note that leading zeros in IP addresses cause glitches (wrong: 192.168.001.024, right: 192.168.1.24).
  • Use WRKSPLF DIRECTFAX to search for lists that have the name QPRINT and contain lines with hints about communication problems.

Suspicion of ISDN problem

  • Check whether there is interference with telephony as a whole.
  • Check the ISDN cable from the TCUX to the ISDN socket. Normally only one ISDN cable may be plugged in per ISDN socket. If two devices are connected, they may interfere with each other.
  • If the TCUX has more than one adapter, check that the ISDN cable is plugged into the correct adapter.
  • If the cable or connector is damaged, replace the cable.
  • If the telephone number of the ISDN socket is known, call it.
  • If the announcement Service or service feature is not possible, there is an error in the TCUX ISDN configuration or the properties of the ISDN socket have been changed in the meantime from protocol P2P to P2MP or vice versa. In both cases, the ISDN configuration must be checked and adjusted with regard to P2P/P2MP. If the PBX or the ISDN socket has been changed to P2P (system connection) and you have a TCUX02 with AVM adapter card, you need a new TCUX with HST Saphir card.
  • If there is no response on the telephone or a busy signal after a long pause, send a test fax from a normal fax machine to the telephone number of the TCUX. Note: It is no longer possible to check the correct functioning of a TCUX with a telephone call as was previously the case with Windows TCUs. A fax must be sent for the test. Of course, it must be ensured beforehand that the mode of the fax line in WRKFAXLIN is set to *BOTH and Verarb. Eingangsfaxe to *DTR.
  • If the test fax is sent to DirectFax (see WRKINCFAX), the ISDN line is basically OK. If not, you have to connect an ISDN telephone or another ISDN device to the ISDN socket and dial out. If this does not work, there is a problem with the ISDN socket. If you do not have any ISDN equipment at hand, the socket must be checked by a telephone technician.
  • If the ISDN socket is ok, but no faxes are sent, it depends on the status of the unsent faxes. If the status is No connection or Busy, there could be a problem with the outside line access or the ISDN socket has no release in the telephone system for dialing beyond the local area. If all faxes run on line fault, the cause could be an ISDN cable fault. In this case, replace the ISDN cable.
  • If the ISDN socket is wired via a patch panel of the telephone system, check there whether the connection is still set correctly. Someone may have changed something unintentionally.

Other causes of faults in fax operation

  • If the TCUX was transported shortly before or fell over due to carelessness, the holder for the flash memory may have come loose internally from the socket in the motherboard. A trained in-house PC technician could easily fix this problem.
  • The main license code has expired and only 4-5 faxes can be sent per day. Check the existing codes with CHKDIRFAX (error: DF450=0 and LT=0). If there is more than one fax line, the code for additional lines is not active (error: ML=0) or more fax lines have been configured than there are licenses (note: ML=6 means all licenses are in use, no additional fax line can be started).
  • The following parameters are not set correctly in WRKFAXLIN: CSI contains invalid characters (only digits and letters are recommended). Days modem trace is empty, it is best to specify 5. Days function trace must be empty. Number of rings must be empty. Time connection setup must be 10 Idle time limit must be 500. ISDN controller is not empty for a fax line or 1.In case of reception problems a wrong MSN is specified as filter on page 4.There are more than 2 lines defined per TCUX and physical adapter. So it would be correct (line name > adapter no.):TCU1 > 1 or emptyTCU2 > 1 or emptyTCU3 > 2TCU4 > 2
  • In WRKFAXSTS the faxes are on Ready, but do not change to the status in Preparation. This may be due to the following reasons:- WRKACTJOB shows the status MSGW for the FAXCTL job on the right or the FAXCTL job is not active at all.- The faxes have a line or pool assignment, but the fax line in question is not active at all (see in WRKFAXSTS selection 8 for Fax line/pool (default) or in WRKFAXPRF selection 2 in front of the user in question on the penultimate page for Assigned fax line. Fax line (pool). You can see which fax line is assigned to a pool in WRKFAXLIN column Pool. - In WRKFAXSTS top right fax status is shown : !!! STOP !!! With command RLSFAXQ ALL this can be unlocked again.- The faxes are in status Ready, but have in column Send Status on the right side the note *USRHLD. This lock can be released with key F14 by the respective user or by the fax operator with command RLSFAXQ <user name>. Key F20 can be used to check beforehand who set the lock and when.
  • CHGFAXVAL F4 must be set on page 2 with fax modem support. (MIXALL) must be set to *EXT.
  • The send job in SBS DIRECTFAX is in status END, but does not come to the end after a long waiting time (>20 minutes). This can happen with older DirectFax versions under V5R3. Give the DIRECTFAX subsystem in WRKSYSSTS more memory (>20 MB) after pressing F11.
  • Assumption: 2 devices with the same IP address are active in the network. Switch off TCUX and test PING, if it is negative, the assumption is wrong. Switch TCUX on again. Otherwise find the 2nd device or give the TCUX another unique address.
  • In WRKACTJOB you can see for a fax line in the subsystem 2 same active jobs running in parallel for a longer time, so they interfere with each other. Solution: Clean up JOBQ DIRECTFAX with CLRJOBQ, terminate the SBS with ENDSBS DIRECTFAX *IMMED. After checking the termination in WRKACTJOB restart with STRDIRFAX.
  • From a 2nd IBM i the same TCUX and adapter is accessed.
  • The system is overloaded and timeout errors occur.
  • Hardware has been replaced or new software has been installed on the telephone system.
  • The service identifier is set incorrectly (Bearer).
  • License error in ShareISDN software in the TCUX.
  • Preselection or least cost routing is active in the telephone line area and the quality of the connections is too poor (insufficient bandwidth).
  • ISDN cable with twisted wires or 2 ISDN plugs in one ISDN socket.
  • Trace files are available in IFS under /Toolmaker/DirectFax400/Debug and should be evaluated.
  • There is a technical problem in the ISDN line network of Telekom.
  • If the TCUX is located in a remote branch, communication via the Internet with VPN or the leased line may be disturbed if the DSL bandwidth is fully utilized by intensive data transfer of other applications.
  • If the TCUX has not been used for a longer period of time, it can fall into a suspend/sleep mode, then it no longer responds to IBM i requests. In the BIOS of the TCUX the suspend mode must not be set to Enabled in the power management.
  • If the TCUX no longer boots properly, it is possible that a boot server is being searched for and found in the BIOS due to an incorrect boot order setting, but this server does not accept the request from the TCU. In this case the option "ROM Disable" must be set and saved.