Caller ID Diagnostics

Diagnostic Procedure

Our unique hardware design provides circuitry for our Diagnostic Procedure that can pinpoint problems other similar products cannot.

It is highly recommended that you test using the serial cable that came with the Identifier.

The power supply that came with the unit is labeled by made by Condor with an output of AC 12V. If you are using a transformer other than the supplied Condor transformer it is very important that the output be 12VAC (emphasis on the "A"). A 12VDC (emphasis on the "D") can pass the power on diagnostics but the serial port will NOT work. The output current should be at least 400mA.

WinLog Software Diagnostics

If your WinLog program is not receiving call information there is only one known software issue.

In the Setup make sure the "Comm Port" is not set to "Workstation". The Comm Port should only be set to Workstation on workstations that are not connected to the Identifier.

Refer to the section below "Using our free WinLog software to diagnose a problem"

Power On

When powered on, the Identifier goes through an internal diagnostic routine. This internal routine tests the RAM and checks every byte of the Identifiers internal firmware program.

Upon successful completion of internal diagnostics the Identifier will flash its "Diag" LED on the rear of the unit about 5 times.

The "Diag" LED is located between the DB-9 serial connector and the first phone jack.

If there is a power on problem one of three conditions may occur:

The Diag LED never illuminates
The Diag LED stays illuminated without flashing five times
The Diag LED goes into a continuous flashing mode

If the LED never illuminates, the power supply transformer may be the problem. If either of the two other conditions exists the unit is defective.

Confirm Serial Communications

Because the Identifier uses full hardware handshaking for robust serial communications it has the ability to monitor the COM port signals from the PC. When a PC application opens a COM port properly, the Data Terminal Ready (DTR) signal, from the PC, is set to an active state. When the PC application closes the COM port the DTR signal is cleared to an inactive state.

When the Identifier detects an active DTR signal (PC application opened) it will turn the Diag LED off.

When the Identifier detects the DTR signal is cleared (PC application closed) to an inactive state it turns the LED on.

If you use a PC application that you created or purchased for use with the Identifier we recommend you use our free Windows software for diagnostic testing. If you are not using Windows as your operating system the following procedure still applies.

Exit the Identifier PC application Disconnect power from the Identifier.

Make sure the cable is connected between the Identifier and PC. It is highly recommend you use the cable that shipped with the Identifier. The cable is a Male to Female DB-9 extension cable. An extension cable is one where all pins on both ends of the cable are connected straight through from the pin on one end to the same pin on the other end. Pin 1 is connected to pin 1, pin 2 is connected to pin 2, etc.

Connect power to the Identifier.

The Diag LED should flash 5 times then stay on steady. The serial port is in an indeterminate state at this point so the LED may turn on or off at this point.

Start the Identifier PC application. If you are using our free software more details will follow.

The Identifier's Diag LED should be off when the PC application is running. If the LED is on at this point there is a problem. If the Diag LED was off before the application was started and remains off while the application is running, the serial communications function is still indeterminate.

Exit the PC application.

The Diag LED should turn back on.

If the LED does not go from off to on when you exit the PC application, it may be due to one of the following reasons:

The software is set to the wrong COM port number setting.
The cable is loose or not connected.
The cable is plugged in the wrong connector on the PC.
There is a conflict with another COM port.
Windows is not configured properly.
Windows is not operating properly.
PC Bios is not configured properly.
The PC's Serial port is defective.
The Identifier is defective.

Using our free WinLog software to diagnose a problem

By using our free WinLog program as the Identifier PC application we can determine why the COM port is not working or get a better idea which of the above reasons is the cause.

This is the full working version. Just download and Run this WinLogSetup56.exe
Download Now 1.1 Mbytes, 3 min. @ 56K

Exit any application(s) that may be using a COM port. Start the WinLog program.

When the program starts, the main window opens and then another smaller window opens near the upper left hand corner of the main window. This smaller window is titled "Identifier" and says in the middle "Initializing the Identifier"

If communications is established both ways between the Identifier and the WinLog program then below "Initializing the Identifier" it will say in red letters "Setting Identifier Defaults".

If there is no problem this window will close and another will open titled "Read Identifier Call Log". WinLog will read any calls stored within the Identifier's internal call log then close this window. This is the normal operating procedure when the Identifier is installed and operating correctly.

If the is a communications problem it will say below "Initializing the Identifier", in red letters, "No Identifier Found" followed by the opening of a new window.

If you get this additional window titled "Communications Problem Detected" and it says "Identifier not found…" you must know (would greatly help) which COM port the Identifier is physically connected.

You can select every COM port and Click OK to find all the valid COM ports on your PC.

If the software starts and the above referenced windows do not appear, you should go in to the WinLog Setup and make sure the COM port setting is not set to "Workstation". If the Communications Problem Detected window appears then select the COM port number and click OK.

If there is a port initialization or port open error, WinLog will respond with the error reported by Windows.

Could not Initialize this Port:
Port not Available (See "Re-Install COM Port" Section Below)
Out of Memory
Unable to Open Port
Port already in use
Port Not Ready, Check Cable
Port Not Connected, Check Cable
DTR and CTS Active, Cable is OK

If the serial port is opened, without error, WinLog checks the status of the PC's serial port's Data Set Ready and Clear to Send signals from the Identifier. The Identifier will set these two signals to an active state. If WinLog does not find Data Set Ready and Clear to Send set to active WinLog will display the following error message:

Port not Connected: Check Cable

The port may open correctly but communications cannot be established between the Identifier and the WinLog program. When the COM port is opened, without error, WinLog attempts to read the serial number from the Identifier.

If the serial number is not returned from the Identifier WinLog will display the following error message:

DTR and CTS Active, Cable OK.

This error means that WinLog found an active serial device on the selected COM port but could not read the serial number. This may be due to one of the following reasons:

The connected device is not an Identifier such as a modem (internal or external)
There is a problem with the Transmit Data or the Receive Data.

The most common reason for this error condition is that the selected COM port is actually an internal modem.

To verify that the Identifier is connected to this COM port, unplug the serial cable or power to the Identifier, and Click OK again. The error should change to:

Port not Connected: Check Cable

If you suspect a Transmit or Receive Data problem check pins 2 and 3 on all 4 of the DB-9 connectors. Check both ends of the cable, the pins on the PC's serial port connector, and receptacle connectors on the Identifier's DB-9.

General Serial Port Issues

If there are other serial devices connected to the PC (including an internal modem), and you are using the system COM1 through COM4 you can only use two of the four ports. You cannot simultaneously use two odd numbered or two even numbered ports in the COM1 to COM4 region. You can use COM1 and COM2 simutaneously, COM1 and COM4, or COM2 and COM3. You CANNOT use COM1 and COM3 or COM2 and COM4 simutaneously.

If you are using a third party device that adds a serial port to your PC it is recommended not to configure the device to use COM1 through COM4 to avoid conflict with the system COM ports.

Using Hyper Terminal to View the Identifier's Output

Using this HyperTerminal procedure may help with a non-responsive COM port.

These instructions are compatible with Windows 95 through XP

Go to START, PROGRAMS, ACCESSORIES, COMMUNICATIONS (XP), HYPER TERMINAL

In the HyperTerminal group window double click the HYPERTRM.EXE icon. (The Group Only Applies Older versions of Windows) XP will go right to the New Connection Dialog window

NOTE: Only the first time HyperTerminal is run it will ask for Dialing information. Just enter whatever necessary to get past this window. The dialing information is not used.

This will bring up the NEW CONNECTION dialog window.

Enter a name such as CALLERID, click OK.

In the PHONE NUMBER (old versions) or CONNECT TO (XP) dialog box change the CONNECT USING to "Direct to ComX" (where X is the comm port to which the Identifier is connected).
Click OK.

The COM PROPERTIES must be:

Click Apply then Click Ok

You should now be connected to the Identifier and the HyperTeerminal screen will be blank. Unplug the Identifer's power cable and then plug it back in to power up the Identifier.

Watch the Red LED on the rear of the Identifier. It will blink about 5 times then go out. If it does not blink power was not applied or the unit is defective. If it stays on (after blinking) you have not connected to the correct com port or the serial cable is not connected properly. The instant the LED stops blinking, on the Hyper Terminal screen you should see something like:


+0,1,"YES MLM-8X",05/27/95,1.27

Type in ATSN then press the Enter key.
You will not see anything on the screen as you type ATSN, but after you press Enter you should get the serial number that looks something like:


+3,2,8480912

This confirms the Identifier is correctly installed. If you have phone lines connected to the Identifier at this point you should see additional events depending on phone line activity. You can view examples of what you might see by clicking on "Output Examples" in the menu bar at the top of this page. You can also type in commands as described in the technical manual. You can view this manual by clicking on "Technical Manual" in the menu bar at the top of this page.

Re-Install COM Port

When the COM port is not preforming as expected it may be necessary to Uninstall then Re-Install the COM port. This is necessary if the port is stuck in the "Port Already Open" error condition and you are sure no other software is accessing this port.

In My Computer or Start Menu select Control Panel.

Click "Switch to Classic View" if necessary.

Select "System" in the Control Panel.

In the "Hardware" Tab Click on "Device Manager"

Expand (click +) Ports (COM & LPT)

Right Click the problem COM port

Select "Uninstall", there should be almost no delay before the port disappears from the list. Right Click "Ports (COM & LPT)" (or the Computer Name at very top of Device Manager) and select "Scan for hardware changes"