My TNG buffer is not being detected

[Belinda Frick]

There is one specific setting we want to you to double check if enabled:

START -> CONTROL PANEL -> SYSTEM -> HARDWARE -> Device Manager -> Universal Serial Buscontrollers

Right-click on the USB root hub,
select Properties and then Power Management Tab,
check if "Allow the computer to turn off this device to save power" is ticked/enabled,
if so, please untick/disable the options listed,
Once setting is disabled, click OK to save.


TNG-USB_BUFFER-Power_management.jpg

NOTE: Do this for each USB root hub entry.

If simply unplugging the USB cable and re-connecting it resolved the issue previously, then it could point to the USB port going into power saving mode. By re-connecting the port it is enabled again.
The same will happen if you restart the PC or the TNG service.

If the buffer is still not being detected in TNG, check the following:

1. PLEASE NOTE: For TNG to detect the buffer, the buffer must be listed in Windows:
   
   
   • START -> CONTROL PANEL -> SYSTEM -> HARDWARE,
     Must be listed under comports and USB:
     
     tng-device-manager-sstelecom.jpg
     
     
     If not listed, try another USB port or uninstall the driver,
     unplug the usb cable and re-install the USB driver from the TNG CD.
     
     Note: If you have a 64-bit operating system, select the folder for the 64-bit USB Drivers.
     You can also download and unrar the 64-bit drivers from the post: TNG 64-bit USB buffer drivers for Windows
     
     For 32-bit operating system you need to use the 32-bit USB Buffer drivers: see forum post:
     TNG 32-Bit USB buffer drivers
     
     Note: Stop the TNG service or it could lock the comport and Hyperterm will not work.
     
     
   • You can also use hyperterminal / PABX3 / Putty to talk to the buffer.
     
     Stop the TNG service to release the COMPORT the USB buffer is connected to.
     
     I have Windows 7, where do I find Hyperterminal?
     Where can I find Putty?
     
     If your Windows installation does not have Hyperterminal, you can use PABX3. On the TNG install CD in the TOOLS folder, copy the PABX3 folder from the CD to the Datatex folder on the TNG PC. If you get a 'cannot load dll' error: PABX3 -> OPTIONS -> FILE PATHS, click on folder icon next to 'PABX DLL' and navigate to 'C:\Program Files\datatex\tng\plugins' and select a plugin, click on OPEN and then SAVE.
     
     You also need to select the COMPORT number under OPTIONS -> COMMUNICATION. To enter commands to talk to the buffer, go to TOOLS -> VT100. You will not see the commands you enter, but type them and press enter to send to buffer.
     
     Under Windows Device Manager you will see the com port number for the buffer. Connect to that comport number. Type "SYS" and enter. SYS will return the buffer info.
     
     If you get a reply for 'SYS' in hyperterminal, also enter 'S'.
     The 'S' command will prompt the buffer to send of a call data string.
     You can enter the 'S' command a couple of times, it could be that
     there are garbage on the buffer and it needs to be dumped before
     rawdata/SMDR data is sent off.
     
     
   • Trouble shooting(Windows not detecting TNG Buffer):
     
     
     If you get an error when connecting with Hyper Terminal, you must investigate this error. Check in Windows Event logs. Check under Device Manager if next to the COMPORT it has a yellow question mark or triangle, click on this for more information.
     
     It has been noted that if the buffer was not connected to power for a while, the software takes longer to 'startup'. Once connect and the drivers installed, allow time for the buffer software to startup. Then try and connect with Hyper Terminal as explained above.
     
     If it lists UNKNOWN DEVICES under HARDWARE, then the USB driver from the buffer manufacturer (drive on TNG CD) was not installed.
     
     If Windows installs its own default driver, you need to uninstall it as explained above and re-install with the correct driver software.
     
     Note: If you have have problems installing the USBDrivers from the TNG cd, you may have to copy the entire USBDrivers folder from the TNG cd and place it on the PC harddrive (eg. C:\Program Files\Datatex\TNG folder).
     
     It could be that you do not have admin rights to install the driver under Windows. Make sure you have the proper access to install.
     
     Note: The first step is to see the buffer in Windows under Device Manager.
2. Once Windows is detecting the buffer, then it should be able accept and respond to commands.
   
   
   If the buffer does not respond when using the 'SYS' command, then there is a communication problem between the PC and the buffer. You can try another USB port and USB cable. Try connection with baud rate 19200 and 9600, and use the 'SYS' command to see if you get any information.
   
   Test the buffer on another PC. Please use the same cables. Plug it in, it will display new hardware found, install the drivers from the TNG USB folder (browse to it, do not use the Windows default drivers). Connect with Hyper Terminal and use the 'SYS' command. If this works then we know the buffer is working. It must be something specific on the TNG PC that causes the communication issue. Please investigate, for example check the Windows Event logs.
3. Once Windows is detecting the buffer and the buffer responds to commands, TNG should also be able to 'talk to it'.
   
   
   TNG Home Page -> View Buffer Info.
   Check in the TNG logs for any errors.
   TNG will prompt Windows for a list of all the comports available
   and then go and check on each one for the buffer. Make sure these
   are valid ports and the buffer is connected to one of them.
   
   Example of TNG Log entry where it displays the list of comports:
   

   Code: Select all

   2010-08-19 11:12:51:983 [1.0.7.0] - The following ports will be searched [COM1, COM5]


   
   Example of TNG log entry where it searches on each of the comports listed:
   

   Code: Select all

   2010-08-19 11:12:51:983 [1.0.7.0] - Attempt 1 to find buffer
2010-08-19 11:12:51:983 [1.0.7.0] - Found Port : COM1 [Attempt:1]
2010-08-19 11:12:51:983 [1.0.7.0] - Found Port : Opened COM1 [Attempt:1]
2010-08-19 11:12:58:014 [1.0.7.0] - No Response on port:COM1 [Attempt:1]
2010-08-19 11:12:58:029 [1.0.7.0] - Found Port : COM5 [Attempt:1]
2010-08-19 11:12:58:108 [1.0.7.0] - Found Port : Opened COM5 [Attempt:1]
2010-08-19 11:13:04:154 [1.0.7.0] - No Response on port:COM5 [Attempt:1]


   
   Note: It will do the above search 3 times or until buffer found.
   
   You can also try stopping the TNG service.
   Wait a few minutes and then start the TNG service again.
   Log into TNG webadmin and check if the buffer is now detected.
   
   If Windows is seeing the buffer and the buffer sends a reply for
   the 'SYS' command, make note of the baud rate. It could be that the
   problem is with the baudrate. On installation the baud rate is 19200
   and thus if you reset the buffer it will be 19200 again. The PC baud
   rate is usually 9600 and TNG will adjust the baudrate between the PC
   and the buffer, but the baud rate between the buffer and the PABX is
   configured via TNG -> Configuration Settings under 'Communication
   Configuration'.
   
   
   If Windows see the buffer and TNG does not load calls, please see
   TNG buffer valid, but not loading any call records
   
   TNG Buffer Valid, but calls not loading

[Leon van Heerden]

When we ship a TNG initially, the buffer is programmed with a baud rate of 9600 on both the PBX and the PC side. TNG will always try to communicate with the buffer at 9600 the first time after the software was installed the first time.

Since the first revision of the firmware for the buffers didn't support 19200, TNG will ways try 9600 first. Once the communication as been established and the firmware has been verified, the baud rate will be changed to 19200 if it is supported. From this point TNG will always try to talk to the buffer at 19200.

IF the TNG buffer is re-used or moved to a new PC where TNG is being installed newly, make sure that the baud rate is first set to 9600 on the old installation of TNG. If this is not possible, connect to the buffer using Hyperterm and the serial settings that were configured on TNG originally. (Default is 19200, 8 NONE and 1 Stop bit.) If you type SYS you should receive the buffer information and what baud rates are currently set for the 2 ports on the buffer.

Use these commands to set the PC (SP)and PBX (SB)side of the buffer to 9600.

Code: Select all

SP 9600
SB 9600


Now the buffer should be in a state where TNG will be able to pick up on a new installation.

PLEASE NOTE:

The baud rate shown with the 'SYS' command must match that configured in the 'tng.ini':

Code: Select all

[SERIALCOMM]
PabxSerialEnabled=1
TermChar=10
ComPort=COM5
PabxBaud=9600
Bits=8
Parity=N
Stop=0
SoftFlow=0
HardFlow=0
Baud=9600

In the tng.ini under the SERIALCOMM section PabxBaud is the PABX baud rate (SB) and Baud is the PC baud rate (SP).

If you made changes to the USB buffer baud rate using the SB or SP command I would suggest disconnecting the buffer (tng service must be stopped) and re-connecting the USB, connect again and check that the baud rates did change - also note the baud rate at which you connect to the buffer - it must match that displayed with the 'SYS' command.

If the baud rate you connect to the buffer does not match the SP value then the buffer did not update correct. Unplug both cables on the buffer. Wait untill all the light stop flashing. Now reconnect the cables and connect to the buffer using the configured baud rate.

[Belinda Frick]

If you installed TNG for the first time with buffer supplied (did not uninstall and re-install or swop out the buffer) and TNG is not detecting the buffer:

Use hyperterminal/putty/pabx3 to check the baud rate. If it is running at baud rate 19200 and you do not manage to change it to 9600, go to the tng.ini file in the folder 'C:\Program Files\datatex\tng' and look for the first time installation entry:

Code: Select all

[OPTIONAL]
firstinstall=1

If set to '1', follow these steps:

• Stop the TNG service.
  START -> CONTROL PANEL -> ADMINISTRATIVE TOOLS -> SERVICES,
  click on TNG and then the 'stop' link.
• Navigate to 'C:\Program Files\datatex\tng'.
  Edit the 'tng.ini'.
• Uncomment the firstinstall entry:
  

  Code: Select all

  #firstinstall=1

  NOTE: Uncomment is done by placing a '#' in front of the string to be uncommented.
• Save the tng.ini file
• Start the TNG service.
  START -> CONTROL PANEL -> ADMINISTRATIVE TOOLS -> SERVICES,
  click on TNG and then the 'start' link.

TNG will now detect the buffer running at baud rate 19200. If TNG 'thinks' it is a first time install, it will only try to connect to the buffer at baudrate 9600.