Packard Bell EN TM80: Troubleshooting and Help

Troubleshooting and Help

Customer Support

If you require assistance, first contact your local Business Partner.

To contact GE Security, use the following numbers and addresses:

Telephone 1 888 GE SECURITY (437-3287)

FAX 561 998 6244

Web Site www.ge-security.com

Support rs-bctsupport@ge.com

Training rs-bcttraining@ge.com

Documentation bctdocs@ge.com

Check the Web site periodically for timely information on all GE Security products.

Help Menu Selections

The following selections display in the Help drop-down menu:

Help Topics

About Secure Perfect

Overview - Diagnostics

Reference Topic:

LogFile Form

Diagnostics

Secure Perfect provides an extensive and convenient diagnostic utility to turn the monitoring of Secure

Perfect system components on and off. To display debug messages in the Diagnostics Log within SP, the

diagnostics for that component you want to monitor must be turned on. Each client computer will have a

set of diagnostic objects that represent what can be monitored on that computer.

For each client, Secure Perfect creates a default logfile (others can be created) for each day of the week

such as SPEEFriday.spl. This file is overwritten each week, thus creating a new log for that day.

During normal operation of SP, informational as well as debug messages are written to the daily log file.

Under abnormal conditions, the log file may also contain warning and/or fatal messages indicating failure

conditions.

Additionally, for each client, there is a log located in the WINNT\system32 folder. Under normal system

operation, this log will be empty. It will be used to log messages if the server and the database cannot be

reached.

DiagView is a separate program within Secure Perfect. To access DiagView, select Diagnostic Viewer

from the Administration menu. It operates in "real time." That is, every time Secure Perfect writes an entry

to the log file, DiagView automatically displays the latest message. By default, DiagView displays only the

latest 1000 messages. The number of displayed messages can be changed on the DiagView,

Preferences form.

All log files should be saved in the Secure Perfect/Logs folder; it will be easier to locate for backups

and upgrades. It is a shared folder, which means other clients can gain access to the log files.

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Remote Diagnostics

If you purchased your computer from GE Security, the program pcANYWHERE was included. If you are

experiencing problems, this program allows your GE Security Business Partner or Support Center

personnel to dial into your Secure Perfect computer and observe the situation, thus providing a quicker

response and resolution time.

The LogFile Form allows you to select your computer, set up a new logfile (establish an identity for the

file), and designate a path and directory in which to place your LogFile.

Troubleshooting

While Secure Perfect was created to be as user-friendly as possible, this topic is created to assist you

with answers to frequently asked questions. Click to display the linked topic.

Software:

Can I customize the toolbar and add more buttons?

How do I perform a search on a specific item?

Why can't I delete a record?

No readers display in the reader list box. Why?

Why are there no alarms displayed on the Alarm Monitor Form?

How do I put a reader online?

I deleted all the records on one of my forms. I clicked Add to add a record and the text <deleted> displays

and sometimes information from the previous record. How do I get rid of the text <deleted>?

Our site uses SP in two languages. Sometimes, when we log in, the Help files are not in the correct

language. Why?

How do I remove an alarm from the Alarm Monitor Form?

How do I troubleshoot my Global Edition system?

Setup:

Why aren't the supervised DI points on my 2SRP board working?

Dial-Up Troubleshooting Tips: While some information is automatically saved to the logfile, you can

decide whether certain items (ports, lines, micro, or forms) will be sent to the logfile. Select Diagnostic

Settings from the Administration menu. For more persistent problems, Secure Perfect provides an

extensive diagnostic utility, Diagview. DiagView allows you to view the diagnostic log file, apply filters to

view information, and search for a specific log entry. Diagview has its own Help system for additional

information.

Why does the host dial a micro?

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