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.
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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
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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
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General information 5
Abbreviation Description
PCT Pre-Connect Tool
PM Project Manager
SRS Siemens Remote Service
VPN Virtual Private Network
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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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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.
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8 Troubleshooting network problems
4. Contact the SRS Help Desk, see Additional Information, for the router configuration.
Error example 2:
The system can reach the customer router but not the SRS router, e.g. the SRS router in
Fürth 194.138.39.9 the HQ. The connection should be established from the modality to
the router in the hospital, to the SRS router, or to the SRS access server.
C:\tracert 194.138.39.18
Tracing route to 194.138.39.18 over a maximum of 30 hops.
1 10ms <10ms <10ms 157.163.200.223
2 * * * Request timed out
n * * * Request timed out
157.163.200.232 reports: Destination host unreachable
Tra c e c o m p l e t e d
Reason for Error:
1. The SRS router at the HQ is not configured correctly.
2. Customer router is not configured properly.
3. Wrong phone extension or phone line does not allow dial-out calls.
4. Remote access mode is not set to limited access or limited access permanent.
What to do:
• Contact the hospital network administrator or the SRS Help Desk, see Additional Infor-
mation, depending on who configured the router.
• Call the Uptime Service Center for support.
Error example 3:
The modality can reach the SRS router 194.138.39.9 (e.g. Fürth) at HQ but fails to contact
the SRS access server 194.138.39.18 (e.g. Fürth).
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Troubleshooting network problems 9
C:\tracert 194.138.39.18
Tracing route to 194.138.39.18 over a maximum of 30 hops.
1 10ms <10ms <10ms 157.163.200.232
2 200ms <200ms <200ms 194.138.39.9
n * * * Request timed out
157.163.200.232 reports: Destination host unreachable
Trace completed
Reason for Error:
1. Settings on the SRS server are incorrect.
2. The server is not accessible.
What to do:
• Call the SRS Help Desk, see Additional Information, to check the system configuration
on the SRS server.
2. FTP transfer fails 0
IP connection to the SRS server is ok, but the functional check of the FTP transfer fails.
Reason for Error:
- The FTP configuration is incorrect.
- The FTP port may be blocked by the firewall in the hospital network.
What to do:
• Check SRS target (host selection).
Go to "Local service/Configuration/FTP (RDIAG)" and check the IP address for your
access server.
• Check the FTP account and password settings.
Go to Configuration FTP target --> Local service --> Configuration --> FTP (RDIAG).
FTP account: rdiagftp
Password: see the Passwords chapter in "Additional information".
• Contact the hospital administrator to check whether the FTP port is blocked.
3. Access to CS knowledge base fails 0
The intranet address entered from the CS knowledge base is not reachable.
Reason for Error:
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10 Troubleshooting network problems
- The intranet address entered is incorrect.
- The Internet Explorer configuration is incorrect.
What to do:
• Check intranet address.
Please note: the intranet address is an “https” connection.
• Check the intranet configuration as described in the CS knowledge database section in
this document.
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Description of the Pre-Connect Tool 11
Handling the Pre-Connect Tool 0
3- 3Description of the Pre-Conn ect Tool
The following chapters describe the handling of the SRS Pre-Connect Tool in cases of
installation or configuration problems.
NOTE
Check all prerequisites 0
Before use the Siemens Pre-Connect Tool (PCT), check the following prerequisites:
• Check to make sure all the system network information required is on hand:
- System IP address
- If NAT is being used, make note of the system's NAT IP address.
If you are not sure, ask the network administrator from the hospital or ask the SRS
Help Desk; see "Additional Information".
- Subnet mask
- Gateway IP address
It is strictly forbidden to install the Pre-Connect Tool on medical
systems.
• The Pre-Connect Tool must be installed on the CSE's service laptop.
The SRS Pre-Connect Tool is available in the Intranet; see "Additional Information".
NOTE
Every time the Pre-Connect Tool is started up, it checks to see
whether:
- a new version of the Pre connect tool is available
- a new version of the product model database is available
If one of these is the case, the tool restarts automatically.
Please confirm the restart messages to ensure that the correct settings are loaded.
For any questions, ask the SRS Help Desk; see "Additional Information".
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12 Description of the Pre-Connect Tool
Testing procedure 0
1. Disconnect the network cable from the system.
NOTE
If there are two network cables, find out first which is the correct
cable; it will be the one connected to the "DICOM" TCP/IP stack.
From the information given for the TCP/IP stack, you can find out
what physical connections are present:
--> Open a windows XP command box and type the command
"ipconfig /all"
In the output message of the command, look for the value
"Description"
2. Connect this cable to your service laptop
3. Boot your laptop and start the PCT.
The SRS date base, which includes the TCP/IP network ports of the system (MNP
agent software), will be loaded from the laptop.
Fig. 3: Start page of Pre-Connect Tool
Continue by clicking on “Application” --> “Network Device”
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Description of the Pre-Connect Tool 13
4. Activate the network card by selecting the checkbox as shown in the illustration (item
1).
Fig. 4: Select the network card for the Pre-Connect test
Pos. 1 Checkbox to select
5. Create the “Customer Site” (site name and customer country) and click on “Create”; see
illustration.
Fig. 5: Create customer site
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14 Description of the Pre-Connect Tool
6. After creating, click on “Local Network”; see item 1
Fig. 6: Set “Local Network”
Pos. 1 Click on the “Local Network” button
7. Fill in the form with the required information; see illustration:
- network-specific (IP address, subnet mask, NAT IP address if using NAT, customer’s SRS gateway) see item 1.
If you have any questions at this point, please ask the SRS Help Desk; see "Additional Information".
- system-specific (modality, product and model) see item 2
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Description of the Pre-Connect Tool 15
Click “Save” (see item 3), to complete the customizing
Fig. 7: Values for the test
Pos. 1 Network values
Pos. 2 System values
Pos. 3 “Save” button to save all values
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16 Description of the Pre-Connect Tool
8. After “Save” is pressed, the following page is displayed:
Fig. 8: Values with “Start” button activated (example)
Pos. 1 “Start” button for test
Click “START TEST” to start the test.
NOTE
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The test takes approximately 5 - 10 minutes!
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Description of the Pre-Connect Tool 17
9. Completing the test
If the test is successful, a green message (see item 1) is displayed.
Fig. 9: Example of a successful test
Pos. 1 "Success" message with text in green
If the test is not successful, perform the following:
a) save the output files to your laptop.
b) show the the output files to the hospital's network administrator, to have the net-
work settings of the the hospital network environment corrected.
c) or send the files to the SRS Help Desk (see "Additional Information"), to have the
network settings in the SRS environment corrected.
After the corrective actions, run the SRS test again.
10. Complete the test by performing the following steps:
a) After the test is performed with a successful outcome, complete the test program as
follows:
click “Application” --> “Exit”
b) Disconnect the network cable from the laptop
c) Connect the network cable to the system (in the same position as before).
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18 Troubleshooting, additional information
SRS Help Desk 0
4- 4Troubleshooting, additional informat ion
In case of questions or any problems, please contact one of the following Help Desks:
• SRS Help Desk worldwide
Phone: +49 919118 8080 CODE 191
Fax: +49 9131 84 13 7388
E-Mail: RemoteServer.med@siemens.com
Service days: Monday - Friday
Service time: 7:00 AM - 10:00 PM German time
• SRS Help Desk (USA only)
Phone: +1 919 319-2756
E-Mail: csg.srs.med@siemens.com
Service days: Monday - Friday
Service time: 8:30 AM - 7:00 PM EST
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Troubleshooting, additional information 19
SRS Pre-Connect Tool 4.1
The SRS Pre-Connect Tool is available in the Siemens Intranet; see CS homepage:
-> For Service -> Product Information -> Siemens Remote Service -> CB-DOC ->
-> Installation -> System -> Installation Instructions -> Pre-connect Tool
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20 Troubleshooting, additional information
Passwords 4.2
The only password needed during the SRS configuration is the connection password for
access over FTP to the SRS access server (the account is rdiagftp).
The password is listed in the Knowledge Base:
http://www-tdkb.med.siemens.de/rootcollection;internal&action=tdkb.action
Use the “Search in KB” button with the “Type of Information” checkbox set to “[P]Pass-
word List” to get the current passwords for your BU.
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Changes to previous version 21
5- 5Changes to previous version
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22 Changes to previous version
Changes to previous version 5.1
Initial version
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