Knowledge Base

First do this:

1. Arrange TeamViewer access.
2. On the TrackLab PC, try to access the Sewio RTLS portal. If you do NOT succeed, proceed with Scenario 1 below. If you can access the portal, proceed with Scenario 2.

Scenario 1 troubleshooting: NO access to Sewio RTLS

1. Check if the Sewio PC is switched on.
2. If the Sewio PC is switched off due to a power outage, ask the customer if they when this happened. Give the customer instructions (see installation manual) to enable the 'automatic reboot' setting in the BIOS settings. This option should be enabled by default (part of the standard system installation procedure) but it may have been forgotten.
3. If the Sewio PC was switched on, proceed with the next step.
4. Stop TrackLab recording and reboot both TrackLab PC and Sewio PC.
5. Get the following TrackLab error log files: "C:\ProgramData\Noldus\TrackLab\2\Log", "C:\ProgramData\Noldus\TrackLab Recorder\2\Log" and "C:\ProgramData\Noldus\TrackLab Server\2\Log".
6. Check the network cables and connectors. Unplug and re-plug the connectors, check for water or dust ingress.
7. Check for hostile conditions at the switch and PC; potential temperature, humidity or dust ingress problems? Does the switch have an according grade?
8. Reboot the network switch.
9. Check if the Sewio-to-TrackLab network cable length does not exceed 100m.
10. Check if the IP address is correct (@R&D: instructions).
11. Check if the correct TrackLab PC Firewall rules are applied (see installation manual).
12. Get the Windows log files from the TrackLab PC: (a) Type ‘eventvwr’ in the Command Line, (b) Right-click “Application”, (c) Choose “Save All Events As”, (d) Choose “Comma Separated”.
13. Get the RTLS Studio and Linux OS log files from the Sewio PC. If the network between the TrackLab and Sewio PC is in tact, you can use the command line through the TrackLab PC, as outlined in step 12 (@R&D: instructions for Sewio PC access?). If the network is not in tact, you will need to assist the customer in getting the files.
14. If the network is defective, run system diagnostics/ping tool on the Sewio PC. Instructions: Enter “ping 192.168.225.2 –t” in the command line. Check the result in the command-line-interface to see if communication was succesful.
15. If the Ping result is OK but intermittent network problems are suspected, run the system diagnostics for an extended period of time. You can then include timestamp logging which makes it easier to trace when and what happened. Instructions:
16. Diagnostics for the TrackLab PC: (Windows): Use a PowerShell script like this: "ping.exe -t 192.168.225.2 |Foreach{"{0} - {1}" -f (Get-Date),$_} >> log.txt".
17. Diagnostics for the Sewio computer (Linux): Try this command: "ping 192.168.225.2 | while read line; do echo `date` - $line; done > log.txt". It will give a similar output.
18. If the previous did not reveal and fix the problem, get R&D assistance.

Scenario 2 troubleshooting: access to Sewio RTLS is OK

1. Check in Sewio RTLS Studio/Sensmap if tags are still showing and moving.
2. Check in RTLS Manager/Tag Summary if the tag status is still updated and if the battery level is adequate. If a tag is 'alive' the 'status' cell is green.
3. Stop-and-restart TrackLab Recorder, TrackLab Server, N-Linx and RabbitMQ, in the Task Manager on the TrackLab PC. RabbitMQ might be ‘frozen’ which means it cannot be stopped or restarted. In that case, reboot the PC. If that does not help > re-install the N-Linx server.
4. Check these settings in RTLS Studio/RTLS Manager: (a) Server Communication settings/Udp Upload address: "192.168.225.1", (b) Position data output/Upload via Udp: "YES".
5. In RTLS Studio/RTLS Monitor, check to see how much CPU resources Sewio is using. If the CPU load is very high (e.g. near 100%): Reboot the Sewio system (as short-term solution) and get R&D assistance for the long-term solution.
6. If the above did not uncover and solve the problem, proceed:
7. Check if all tags are still mounted correctly on the subjects.
8. Check if the Sewio system is still working.
9. If the Sewio system is not working, in RTLS Studio/RTLS Manager/Anchors Summary, check if all anchors are shown in the anchors summary table.
10. In RTLS Studio/RTLS Manager/Synchronization Stability, check the communication between the master anchor and its neighboring slave anchors. Make sure the values in the graph remain under value "2", for each of the slave anchors. Also check that there are no (or no increasing) synch packet losses.
11. Check if any of the anchors was accidentally misplaced. If necessary, optimize anchor alignment for better ‘line of sight’.
12. If the anchors are detected but the problem persists, ask the customer to reboot the Sewio PC.
13. If the problem still persists, ask the customer to check the network cables at the anchors (properly plugged? damage?), the network switch (check if the connector LED’s flash) and both PC’s.
14. If the problem persists > Get R&D assistance.