LANCOM Systems Support KnowledgeBase - Support Information
Document No: 1602.1110.1959.RHOO

LANCOM Wireless ePaper: What information does LANCOM Support require to process a support case?
Information:

For processing support cases involving LANCOM Wireless ePaper Displays, your LANCOM Support specialist requires the following information:


1) Basic information (must always be sent to Support):

1.1) The file server.log, which is located in the installation directory of the LANCOM Wireless ePaper Server.

1.2) The relevant error message along with information about how and when the message is displayed.

1.3) If you use scripts in conjunction with the LANCOM Wireless ePaper Server, these are required for our analysis.

1.4) The configurationfiles (*.lcf) of all participating LANCOM devices


2) Additional information in case of problems with the LANCOM access point:

2.1) Enter the two links given below into the browser on your system which is running the LANCOM Wireless ePaper Server. Copy the output and send this to LANCOM Support.
  • http://<Server-IP>:8001/service/accesspoint
  • http://<Server-IP>:8001/service/accesspointinfo

2.2) Open the Windows command prompt with administrator rights.
  • Enter the following command: netstat -anbo
  • A list displays the running applications and the ports they are using.
  • Copy the output to a text file and send it to LANCOM Support.


2.3) In WEBconfig, access the configuration for the LANCOM access point and switch to the menu item LCOS menu tree -> Status -> Wireless-ePaper.
  • Take a screenshot and send it to LANCOM Support.

2.4) In WEBconfig, access the configuration for the LANCOM access point and switch to the menu item LCOS menu tree -> Setup -> Wireless-ePaper.
  • Take a screenshot and send it to LANCOM Support.



3) Additional information in case of problems with connecting to Wireless ePaper Displays:

3.1) Take a screenshot of the error message from the LANCOM Wireless ePaper management.

3.2) Make sure that the LANCOM Wireless ePaper Server and the LANCOM access point are in the same (local) subnet. It is not possible to connect via VPN!

3.3) Set up the following traces on the LANCOM access point:
  • WePaper-Network Trace
  • WePaper-Status Trace

3.4) If you use any templates, also send these to LANCOM Support.




4) If you are having problems with the license, LANCOM Support requires the following information:

4.1) The full license number of the LANCOM Wireless ePaper Server (supplied with the product as a license sticker).

4.2) The current serial number of the LANCOM Wireless ePaper Server. You will find this in the menu Settings -> License.

4.3) What operating system is the LANCOM Wireless ePaper Server installed on? (For example, Windows, Linux, on a hardware system, or on a virtual machine).