Com’X Troubleshooting

**3 xrefs in this topic

com’x access: follow procedure Logging In for the First Time, follow procedure for Resets.

Issue	Possible Solution
Cannot log in through customer LAN.	Log in to the Com’X. Check the IP address.
Lost password	Follow the procedure to reset the password.

Issue	Possible Solution
The web pages are not displayed correctly.	Check the screen resolution of your laptop. It must be set to at least 1280x1024.
	In Internet Explorer, check that the Display intranet sites in compatibility view box is disabled by selecting View settings compatibility in the Tools tab of Internet Explorer.
	Delete browsing history.

Issue	Questions to be asked	Possible Solution
Authentication Issue	Was the Com’X connected to DSP prior to the issue? Is this a duplicated Com‘X or has the Com’X been factory reset?	If yes, then restore configuration on the Com’X. If yes, then contact Schneider Electric Services.
Unable to connect to Digital Service Platform after configuring proxy.	N/A	Disable and enable Schneider Electric Services.
Unable to set date/time on the Com’X.	Is Com’X connected to Digital Service Platform ?	If yes, then wait for the date and time to get synchronized and display.

Issue

Questions to be asked

Possible Solution

Authentication Issue

Was the Com’X connected to DSP prior to the issue?

Is this a duplicated Com‘X or has the Com’X been factory reset?

If yes, then restore configuration on the Com’X.

If yes, then contact Schneider Electric Services.

Unable to connect to Digital Service Platform after configuring proxy.

N/A

Disable and enable Schneider Electric Services.

Unable to set date/time on the Com’X.

Is Com’X connected to Digital Service Platform ?

If yes, then wait for the date and time to get synchronized and display.

unsuccessful publication with Eth/wifi: see Proxy Settings.

Issue	Possible Solution
Publication to the platform was unsuccessful.	Check the platform user name and the password. Check the Com’X date and time.
Publication to the platform was unsuccessful with Ethernet or Wi-Fi.	Check if a proxy is implemented on the network.
The Com’X connects to the FTP server but does not succeed in delivering the data file.	Check that your FTP account has the right to rename a file on the FTP server.

Issue

Possible Solution

Publication to the platform was unsuccessful.

Publication to the platform was unsuccessful with Ethernet or Wi-Fi.

Check if a proxy is implemented on the network.

The Com’X connects to the FTP server but does not succeed in delivering the data file.

Check that your FTP account has the right to rename a file on the FTP server.

Issue	Possible Solution
Firmware is not upgraded when managed through USB memory key plugged on front panel.	Delete the file DNxxxxxxxxxxxxx-xxx (where xxxxxxxxxxxxx-xxx is the serial number of the Com’X) registered at the root directory of the USB memory key.

Issue	Possible Solution
EcoStruxure™ Facility Expert is not receiving events from the Com’X.	Check that Schneider Electric Services is enabled. Check that generated events are incrementing in Maintenance > Events. Check the Last delivery status in Maintenance > Events. Check the comms status of each device in Diagnostics > Communications Check.

Issue

Possible Solution

EcoStruxure™ Facility Expert is not receiving events from the Com’X.