NXT Network Connection
Troubleshooting Guide
Section 1 – Basic Principles of TCP/IP Network Communications
Section 2 – Introduction to Doors NetXtreme
Section 3 – Common Connection Issues
Section 4 – Common Causes
Section 5 – Tools
Section 6 – Contact Keri Systems
1.0 Basic Principles of TCP/IP Network Communications
Before troubleshooting, it is necessary to understand the basic principles of TCP/IP network communications.
1.1 TCP/IP Communication Basics: IP Addresses and Subnetting
For proper communication between network devices, it is crucial that those devices are properly configured with IP
addresses, subnet masks, and gateway addresses that match the network environment in which they are installed.
The IP Address is made up of four octets usually represented in dotted-decimal notation (i.e. 192.168.1.1). Each IP
Address contains a Network ID and a Host ID. The Network ID identifies the network where the host or other network
devices are located. The Host ID identifies the individual device on the network. The Subnet Mask is used to determine
the Network ID and Host ID of an IP Address.
Using the above IP Address example of 192.168.1.1, if the Subnet mask is 255.255.255.0 (Class C), the Network ID
would be 192.168.1 while the Host ID would be 1. This Host will be able to communicate to any other device on that
network whose IP address is 192.168.1.1 – 254 (255 is reserved for network broadcasts). If the Subnet mask is
255.255.0.0 (Class B), the Network ID would be 192.168, and the Host ID would be 1.1. This Host will be able to
communicate to any other device on that network whose IP address is 192.168.0.1 – 192.168.254.254.
Any communication to a device that is on another network (or outside of the Subnet mask) would be passed on to the
Gateway, which will route the data to the appropriate Network and Host. If the Gateway does not have a route specified
for the destination network, then the communication will fail.
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2.0 Introduction to Doors NetXtreme
Doors NetXtreme (DoorsNXT) is versatile in that it will work within a small LAN with a single PC running the Server,
Database and Client or within a Global WAN encompassing dozens of clients controlling thousands of doors.
Doors NetXtreme operates in a networked client/server environment. There are four basic components to the DoorsNXT
architecture: NXT controller hardware, DoorsNXT server, DoorsNXT database, and DoorsNXT client (referred throughout
this document as the controller, server, database, and client.
NXT controller hardware may be comprised of a combination of 2-door and 4-door NXT controller hardware, NXT 4x4
modules, Reader Interface Modules (RIM), and card readers (MS, Wiegand, and NXT).
DoorsNXT Server is the workhorse of Doors NetXtreme. It manages the communication between the clients and the NXT
hardware.
DoorsNXT Database is SQL compliant, client/server software providing access from multiple concurrent sites with no
third-party royalty fees. The database is automatically installed on the same computer as the server.
DoorsNXT Client provides an interface to configure the NXT hardware, operators, users, and access control
functionality. The client is secured by an operator login. It communicates to the server over TCP/IP.
Configuration of DoorsNXT will require some general knowledge of TCP/IP Networking and will require specific
knowledge of network details of the system to which DoorsNXT will be installed.
The following information must be known before attempting to install and configure DoorsNXT:
• The MAC address of the NXT hardware to be installed.
• The IP Addresses that will be assigned to the NXT controllers (each controller must have its own IP Address).
• The Subnet mask to be used for the LAN segment where the controllers will be installed.
• The Gateway address for the Subnet.
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3.0 Common Connection Issues
The following list contains some of the most common connection issues. Each individual issue is covered at greater length
in the sections to follow.
3.1 Controller responds to an Autoconfig, but does not respond to the Assign IP Command (IP Assigned column shows NO)
- Improper Subnet Mask
- Improper IP Address
- Firewall is Blocking Communication
3.1.1 For WAN connections all of the above plus:
- Improper or Missing Gateway Address
- Router Not Routing Traffic
- VPN Tunnel Down
3.2 Controllers do not respond to Autoconfig
- Computer Has Multiple TCP/IP Connections
- Controller is Not in a Reset State
- Firewall is Blocking Communication
- Physical Hardware Problem
3.2.1 For WAN connections all of the above plus:
- DoorsNXT Proxy Not Installed or Not Running
- Router Not Routing Traffic
- VPN Tunnel Down
3.3 Controller Update or Controller Status fails
- Incomplete Autoconfig
- Controller Has Been Reset
- Incompatible Controller Firmware
3.4 DoorsNXT Client fails to connect to the DoorsNXT Server
- DoorsNXT Server Service Not Running
- Incorrect Client Login Settings
- Client License Not Available
- Firewall is Blocking Communication
- Client Software Not Properly Installed
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4.0 Common Causes
Verify that the DoorsNXT Server service is running. Open Task Manager and verify that the DoorsNXTSvr.exe process is
running. If it is not running, then start the DoorsNXT Server service using the window control panel services applet.
4.1 DoorsNXT Proxy Not Installed or Not Running
The DoorsNXT Proxy must be installed on a computer within the targeted Subnet to allow the Autoconfiguration process
to complete. If the DoorsNXT Proxy is installed, then verify that the proxy service is running by going to Control Panel >
Performance and Maintenance > Administrative Tools. Open the Services control panel applet. Locate the DoorsNXT
Proxy Service and verify the Status is "Started."
4.2 DoorsNXT Server Service Not Running
Verify that the DoorsNXT Server service is running by going to Control Panel > Performance and Maintenance >
Administrative Tools. Open the Services control pa nel applet. Locate the DoorsNXT Server service and verify the Status is
"Started."
4.3 Client Software Not Properly Installed
The DoorsNXT Client must be installed on the computer that will be running the client and cannot be run from a shared
network location.
4.4 Incorrect Client Login Settings
The Server Name in the DoorsNXT Client Connection Settings tab must match the computer name or IP Address of the
computer on which the DoorsNXT Server is installed. The Client Name should be MASTERCLIENT.
4.5 Client License Not Available
By default, the DoorsNXT Server will only communicate to one DoorsNXT Client at a time. Additional client licenses are
required to connect more than one DoorsNXT Client to a DoorsNXT Server. See your Keri Dealer to purchase additional
client licenses.
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4.6 Firewall is Blocking Communication
For the Microsoft Windows Firewall, make sure the DoorsNXTSvr.exe application is added as an exception.
1. From the Control Panel, open the Windows Security Center and then launch the Windows Firewall.
Figure 1: Windows Security Center
2. On the Exceptions tab, click on Add Program and then browse to where the DoorsNXT is installed and select the
DoorsNXTSvr.exe application.
Figure 2: Windows Firewall Exceptions
3. For other software based firewalls, please refer to the software documentation on how to add an application to the
exception list. For hardware-based firewalls, make sure that Ports TCP/10010, TCP/10020, TCP/10030, TCP/10040,
UDP/11067, UDP/11068, UDP/11434, UDP/11435, TCP/3050, and TCP/3060 are allowed to pass through to the
computer running DoorsNXT Server, Client, Proxy, and Controllers.
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4.7 Improper Subnet Mask
The Subnet Mask does not match the Network ID so that traffic designated for a gateway goes to the Local LAN or traffic
with a destination on a local LAN is routed to a Gateway. The Subnet Mask is configured in the Setup System >
Networking Properties page:
Figure 3: Setup System - Networking Properties
4.8 Router Not Routing Traffic
For communication to controllers on different networks or subnets, the Router/Gateway must have a route configured. If a
route is configured in the Router, then verify that other devices on the two networks can communicate using the Ping
utility. When using Autoconfig to configure controllers on different subnets, make sure the DoorsNXT Proxy service is
running on a computer installed on the remote subnet and the IP address of that computer is set in the DoorsNXT Subnet
property.
4.9 Computer Has Multiple TCP/IP Connections
If a computer has multiple Ethernet devices, DoorsNXT currently communicates through the primary device. For
example, if a computer is connected to a LAN / NXT with a wired Ethernet cable and has its wireless network device
enabled, the communication may route through the wireless network. Disable the wireless network adapter to resolve this.
4.10 Incomplete Autoconfig
An Autoconfig was performed and the controller was detected, however the IP Addresses were not yet assigned. Click on
the Assign IP Address button or restart the Autoconfig process. Verify that the IP Address was assigned by checking the
status in the IP Assigned column in the Autoconfig tab in Setup System.
Figure 4: Find Controllers
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4.11 Improper IP Address
If the IP Address has not been assigned by the Autoconfig process or the IP Address assigned is not within the same
network as the DoorsNXT Server, communication to the controller will fail.
4.12 Improper or Missing Gateway Address
A Gateway address must be specified for controllers that will be communicating to a DoorsNXT Server located outside its
subnet. The DoorsNXT Proxy service must also be installed on a computer within that Subnet to allow the
Autoconfiguration process to complete.
4.13 Controller is Not in a Reset State
A controller will only respond to an autoconfig if it is in a reset state or if the autoconfig request is from the DoorsNXT
server that originally configured the controller. A controller can only be associated with a single DoorsNXT server.
4.14 Controller Has Been Reset
If a controller has been reset, the IP Address and other network data is reset and an Autoconfig is necessary to restore
communications. Performing a controller update or controller status on a reset controller will fail. Performing an
Autoconfig will identify the controller as a reset controller and then the Assign IP button will be enabled so that the
controller can be reassigned its IP address.
4.15 Incompatible Controller Firmware
If DoorsNXT has been upgraded, it may be necessary to also upgrade the controllers’ firmware to a newer version. Failure
to do that may result in controller update and controller status failures.
4.16 Physical Hardware Problem
Check the physical network connections from the DoorsNXT to the NXT Controller. Look at the Link (D22) and Activity
(D33) LEDs on the controller. The Link LED should be illuminated and the Activity LED will flicker when data is
present. If the Link LED is not lit, check the patch cable or replace it with a known good cable. Verify the connection to
the switch/hub/router. Check that there is a Link LED at the port.
4.17 VPN Tunnel Down
If the communication routes through a VPN, verify that the tunnel is operational. Use Ping or the VPN software to
validate connection.
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5.0 Tools
The following tools can be useful when trying to troubleshoot and resolve connection issues. The purpose of these tools is
to validate that a connection exists at the lowest network level.
5.1 System Reset / Default IP
After a system reset, the controller’s IP address reverts to its default IP address of 169.254.1.1. This process should be
used if you are unable to complete an autoconfig of a controller and need to validate that the controller is communicating
and functioning properly.
In order to communicate to a reset controller, perform the following steps:
• Change or add an IP address of the computer to be within the 169.254.x.x subnet using a subnet mask of
255.255.0.0. Example 169.254.0.1.
NOTE: It may not be necessary to change the computer’s IP address, as Windows will often perform an Auto IP
and assign an IP address that is within the 169.254.x.x subnet range when it cannot get an address from a DHCP
server.
• Using a cross over cable to isolate the controller from any other controllers or devices on the network, attempt to
connect to the controller using Ping or Telnet.
NOTE: Some network adapters are autosensing and a standard patch cable can be used instead of a cross over
cable.
5.2 Ping
Confirms basic connection route to another networked device. The Ping utility is a command line tool that will send a
small packet to the designated device and expect a response from that device. To use Ping, open a command prompt (DOS
prompt) by clicking on Start / Run and enter cmd in the Open: field and click on OK. A new window will appear with a
command prompt: C:\>. The actual prompt may differ from computer to computer.
To run the Ping command, enter at the command prompt:
C:\>ping <ip address>
Where <ip address> is the IP Address or name of the target device. The ping is successful if a reply is received from the
target device.
Figure 5: Successful Ping
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When a ping fails, it will show a Request timed out.
Figure 6: Failed Ping
5.3 Trace Route
The Trace Route utility displays the route path to a designated network device. If a ping fails, the Trace Route utility can
be used to see at which point the packet failed. This tool is especially useful in troubleshooting connections that cross
multiple routers.
5.4 Telnet
T elnet is a utility that provides a command line interface on a remote device. The NXT Controllers provide for some basic
troubleshooting using the Telnet utility. Generally speaking, if you are able to successfully ping a controller, you will be
able to use the controller’s Telnet utility.
Telnet is useful to verify the controller’s configuration and network settings, display connections the controller has to
other devices or verifying a communication path to the DoorsNXT Server.
The Telnet utility is launched from a command prompt. Open a command window and at the command prompt, enter:
c:\>telnet <ip address> 2323
The telnet command will establish a connection with the designated IP Address at port 2323. When a connection is
completed, the controller will display a command prompt similar to the one below:
Welcome to IPCOM SHELL. Type help for a list of commands.
192.168.109.206#0>
Once the command prompt is displayed, the controller can execute a variety of commands. The command prompt consists
of the controller’s IP Address and the interface number that telnet is connected to. For the NXT controller, the interface
number will always be zero.
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The following commands are used to gather information about the controller:
ifconfig
ifconfig displays the IP Address and Subnet settings. At the command line, enter: > ifconfig eth0 (eth0 is the Ethernet
interface used in the NXT)
The command will return the following information:
eth0 Link type:6 HWaddr 00:14:34:00:00:01
inet 224.0.0.1 mask 240.0.0.0 broadcast 0.0.0.0
inet 192.168.109.206 mask 255.255.255.0 broadcast 192.168.109.255
UP RUNNING SIMPLEX BROADCAST MULTICAST mtu:1500 metric:1
The HWaddr is the MAC address for the controller and the second inet address and mask are the IP Address and
Subnet Mask of the controller.
NOTE: The ifconfig command can be used to change the IP Address and netmask, however changes made using
the ifconfig command will not be permanent and should not be done.
netstat
The netstat command displays the network connection ports that are in use and available on the controller. This
information is useful to verify that the controller is connected to a DoorNXT server or ready for a connection. At the
command prompt enter: netstat –a (the –a switch will provide the status of all connections). The command will return
the following information:
INET sockets
Prot Fd Local Address Foreign Address State
TCP 5 0.0.0.0.2323 0.0.0.0.* LISTEN
TCP 8 0.0.0.0.21 0.0.0.0.* LISTEN
TCP 10 0.0.0.0.21484 0.0.0.0.* LISTEN
TCP 12 0.0.0.0.21474 0.0.0.0.* LISTEN
TCP 15 0.0.0.0.10020 0.0.0.0.* LISTEN
TCP 16 0.0.0.0.10010 0.0.0.0.* LISTEN
TCP 19 192.168.109.206.2323192.168.100.108.3286ESTABLISHED
TCP 21 127.0.0.1.49153 127.0.0.1.49152 ESTABLISHED
TCP 22 127.0.0.1.49152 127.0.0.1.49153 ESTABLISHED
UDP 6 127.0.0.1.20005 127.0.0.1.20004
UDP 9 127.0.0.1.20059 127.0.0.1.20058
UDP 13 0.0.0.0.11068 0.0.0.0.*
UDP 14 127.0.0.1.20073 127.0.0.1.20072
UDP 18 0.0.0.0.11434 0.0.0.0.*
route
Displays Gateway address. At the command prompt, enter the following command to display the Gateway address:
route get
The command will return the following information:
IPv4 default gateway: 192.168.100.1
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ping
The ping command confirms basic connection from the controller to other devices. Running the ping command from
within the controller is useful to verify that the controller can communicate to other devices on the network. See the
Ping command explanation above for instructions on how to the command.
tracert
tracert displays the route path from the controller to a designated network device. See the Trace Route command
explanation above for instructions on how to use the command.
6.0 Contact Keri Systems
Keri USA Keri UK, Ireland, Europe
2305 Bering Drive
San Jose, CA 95131
T elephone: (800) 260-5265
(408) 435-8400
Fax: (408) 435-7163 Fax:+ 44 (0) 1763 274 106
Web: www.kerisys.com Web:www.kerisystems.co.uk
E-mail: sales@kerisys.com
techsupport@kerisys.com
Unit 17
Park Farm Industrial Estate
Ermine Street
Buntingford
Herts SG9 9AZ UK
Telephone: + 44 (0) 870 444 7234
E-mail:sales@kerisystems.co.uk
tech-support@kerisystems.co.uk
End of document.
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