Diagnostics: Communication Failure

Potential Symptoms

  • Webcam may not load.
  • Display may be blank.
  • Services.msc shows that the diagnostic server is not started.
  • DMP web config shows "Enable IDM" check box is checked.
  • Task Manager - Service Status show empty (not running.)

IDM / System Health Event(s)

  • Communication Failure alert on DMP.
  • Communication Failure alert on PLR.
  • Communication Failure alert on Module or Tile.


  • Product Family: 
  • Product: System Health, IDM
  • Component: Controller, PLR, Mod, Tile
  • Control System: Venus Control Suite


  • Loss of internet connectivity to or from site.
  • Loss of power, computer restarted.
  • Computer failure.

Remote troubleshooting steps

  • If possible, verify connectivity to other on-site devices (e.g. computers, iBoots, webcams, etc.). If all connections fail, check the diagnostics event history for the presence of events that could indicate a loss of power has occurred. If other devices are connected, verify that the controller is operating properly and has the correct network settings for communication with the Diagnostics server.

Onsite troubleshooting steps

  1. Ensure network connection is intact.
  2. Ensure controller is powered on.
  3. Attempt connection from laptop onsite plugged directly into computer.
  4.  If the event is non-visual, inspect the diagnostic path leading from the data collector to the DD. Hardware responsible for diagnostic communication varies by installation, but could include: COM ports, serial cables, signal converters, fiber optic cables, and diagnostic transmit and receive jacks on the DD.
  5. Replace impacted components.

Related Resources

KB ID: DD2461075

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