Walchem WebAlert Instruction manual - 5.0 Troubleshooting
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5.0 Troubleshooting
If you are unable to connect to the controller via ShoulderTap® the only recourse is for a
person on-site to connect to the controller via Ethernet or USB and look at the diagnostic
status messages on the Communications Page.
Can’t ShoulderTap® and No Connection in Dialup Status
Possible Causes
Corrective Actions
No connection to cell tower
Check signal strength as described above and
move antenna
ISP user name or password empty
Enter a valid user name and password, and if
none is required, enter the word TEST
Wrong APN in the Extra Modem Init String
Enter the correct APN for your cell service
provider
Wrong ISP phone number
Enter the correct Access Number for your
cell service provider
Secure Tunnel not set to Via Modem
Set to Tunnel Via Modem
Controller not restarted after making
programming changes
Cycle power to the controller
SIM card is not activated
Activate SIM card through the cell service
provider
Cell account is not a GPRS data-only plan
Obtain a SIM card with the correct type of
account
Can’t ShoulderTap® but Connection in Dialup Status to 10.series IP Address
Possible Causes
Corrective Actions
Wrong Gateway Server
Set to 146.115.4.198
Wrong Gateway Port
Set to 1194
ShoulderTap® server problem
Contact the factory
Can’t ShoulderTap® but Connection in Dialup Status to 169.series IP Address
Possible Causes
Corrective Actions
Entering wrong controller phone number
Check accuracy of phone number
ShoulderTap® server problem
Contact the factory