Siemens X-Ray User manual
Urban
All SP systems
Troubleshooting Guide
System
SP
SRS Troubleshooting Guide
Print No.:
Replaces: n.a.
SP00-000.840.04.01.02
© Siemens AG
The reproduction, transmission or use
of this document or its contents is not
permitted without express written
authority. Offenders will be liable for
damages. All rights, including rights
created by patent grant or registration
of a utility model or design, are
reserved.
English
Doc. Gen. Date: 02.07
2007
2 Revision / Disclaimer
1Revision / Disclaimer
Document revision level
The document corresponds to the version/revision level effective at the time of system
delivery. Revisions to hardcopy documentation are not automatically distributed.
Please contact your local Siemens office to order current revision levels.
Disclaimer
The installation and service of equipment described herein is to be performed by qualified
personnel who are employed by Siemens or one of its affiliates or who are otherwise
authorized by Siemens or one of its affiliates to provide such services.
Assemblers and other persons who are not employed by or otherwise directly affiliated
with or authorized by Siemens or one of its affiliates are directed to contact one of the
local offices of Siemens or one of its affiliates before attempting installation or service procedures.
All SP systems SP00-000.840.04.01.02 Siemens AG
02.07 CS SD SP/CO
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Medical Solutions
Table of Contents 3
0Table of Contents
1 _______ General information______________________________________________ 4
Document description. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
General and product-specific safety information. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Screenshots & graphics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Abbreviations, definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
2 _______ Troubleshooting network problems_________________________________ 6
Troubleshooting the router connection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
1. IP connection to the SRS server fails . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
2. FTP transfer fails . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
3. Access to CS knowledge base fails . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
3 _______ Description of the Pre-Connect Tool _______________________________ 11
Handling the Pre-Connect Tool. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Check all prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Testing procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
4 _______ Troubleshooting, additional information ____________________________ 18
SRS Help Desk. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
SRS Pre-Connect Tool . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Passwords . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
5 _______ Changes to previous version _____________________________________ 21
Changes to previous version . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Siemens AG SP00-000.840.04.01.02 All SP systems
Medical Solutions
02.07 CS SD SP/CO
Page 3 of 22
4 General information
Document description 0
1- 1General information
This document describes tools and procedures for resolving problems in the SRS installation and configuration process.
General and product-specific safety information 0
Follow the general and product-specific safety guidelines when performing maintenance
and service work.
Screenshots & graphics 0
Screenshots and graphics within this document are only examples.
Not all configurable combinations and variants are described in this document.
This document describes the general troubleshooting principles and refers to the most
common configuration.
Abbreviations, definitions 0
Abbreviation Description
BU Business Unit
CA Computer Associates
CSE Customer Service Engineer
CS SD GUI Customer Services Software Delivery Graphic User Interface
CS ML Customer Services Material Logistics
EPS Enhanced Productivity Services
e.g. Virus Protection
FTP File Transfer Protocol
HP Hewlett Packard
HQ Headquarters
ISDN Integrated Services Digital Network
LAN Local Area Network
MNP Managed Node Package
a versioned collection of System Management software and support
files for a Medical Solutions system
NAT Network Address Translation
All SP systems SP00-000.840.04.01.02 Siemens AG
02.07 CS SD SP/CO
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Medical Solutions
General information 5
Abbreviation Description
PCT Pre-Connect Tool
PM Project Manager
SRS Siemens Remote Service
VPN Virtual Private Network
Siemens AG SP00-000.840.04.01.02 All SP systems
Medical Solutions
02.07 CS SD SP/CO
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6 Troubleshooting network problems
Troubleshooting the router connection 0
2- 2Troubleshooting network problems
1. IP connection to the SRS server fails 0
Assume the figure below displays an example configuration on a customer’s site. The system reports via the customer router 157.163.200.223 (syngo system and router are in the
same network) to the SRS server in Fürth/Germany, IP 194.138.39.18.
Fig. 1: Siemens Remote Service concept
• Set remote access mode to limited access or limited access permanent.
• Open a command interpreter such as "cmd.exe" or local service "Utilities/Escape to
OS".
• In the command line, enter the command, based on your access server IP address
(example, Fürth/ Germany) “tracert 194.138.39.18”.
Based on the IP addresses displayed in the figure above, the tracert command as
described in SRS - configuration, section 5, connectivity test, may signalize one of the following three connection failures. Please be aware that the output differs if the syngo system and the SRS router are not in the same network.
Error example 1:
The system cannot reach the SRS router at the customer’s site.
C:\tracert 194.138.39.18
Tracing route to 194.138.39.18 over a maximum of 30 hops.
1 * * * Request timed out
2 * * * Request timed out
n * * * Request timed out
Destination host unreachable
Tra c e c o m p l e t e d
Reason for error:
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Medical Solutions
Troubleshooting network problems 7
1. Default gateway or static route not correctly defined on the system.
2. Customer router not correctly installed or configured.
3. Hospital routing is incorrect if the system and router are not in the same network.
What to do:
1. Re-check SRS configuration
- Check static route whether configured with the command “route print” to the command interpreter or
- Ask the hospital administrator for configuration of the gateway.
Fig. 2: Route print
2. Check installation and configuration of the SRS router.
The router has to be powered up and the Ethernet cable plugged in. On Cisco routers a
LNK LED (green) located next to the Ethernet connector indicates whether the Ethernet cable is properly connected. If the LED is off, you might be using the wrong cable
(cross cable/straight cable). Some routers are equipped with a button to cross over the
input signal. Press the button and check if the LNK LED lights up.
3. Contact the hospital network administrator to check the routing within the hospital.
Siemens AG SP00-000.840.04.01.02 All SP systems
Medical Solutions
02.07 CS SD SP/CO
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