No Ethernet communication; Connection issue between controller and QC

Potential Symptoms

  • Unable to connect to Galaxy display through Ethernet communication.
  • For Ethernet Bridge Radio sites, able to ping or detect both the server and client radio from Venus computer.
  • CDMA 4G modem may be online and has a cellular network connection, but unable to connect to display.
    • Using a laptop directly connected to modem are able to access Internet, but when connecting laptop directly to input Quick Connect (QC) are unable to ping display.
  • Able to ping display's IP address when connected directly to the controller.
  • "Communication Error!" appearing in the VCS (Venus Control Suite) dashboard.

Environment

  • Product Family: Message Displays
  • Product: Galaxy AF-3150, AF-3200, AF-3400, AF-3500, AF-3550, GS6
  • Component: Ethernet Bridge Radio, M-Bridge Series, CDMA (4G), Fiber Ethernet Converters
  • Control System: Venus Control Suite, Venus 1500, V3 and V4

Cause

  • CAT5 connection issue between controller and QC.
    • Patch cable between controller and QC is unplugged or has a dirty/loose connection at QC Ethernet jack or at controller.
    • Patch cable from controller is plugged into wrong jack on QC input card.
      • There is another jack the cable fits into but is used for modem communication.

Resolution

  • Clean, reseat, or reterminate the ends of the patch cable between QC and the controller.
  • Adjust the ethernet cable at the controller connection so that there is no stress on that cable that might loosen it enough to prevent connection later.  Cut tie wraps if necessary to verify a secure ethernet connection at the controller with no pull, and reseat that connection at the controller.

KB ID: DD3212293


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