"Communication Failure" to Waters instrumentation within Empower 3 software (Guided Troubleshooting) - WKB233265

SYMPTOMS

• "Communication failure" to Waters instrumentation within Empower 3 software

ENVIRONMENT

• Empower 3
• Empower 3 Personal
• Empower 3 Workgroup
• Empower 3 Enterprise

STRATEGY

1. Confirm creation of chromatographic system. WKB89013
2. Reset modules in ACQUITY Console. WKB65394
3. Stop ACQUITY Processes. WKB46988
4. Determine if communication is lost. WKB230216
5. Reboot PC and instrument. WKB65145
6. Reset DHCP. WKB49671
   • If DHCP does not populate, see DHCP does not populate entries (Guided Troubleshooting) - WKB233273.
7. Delete INSTSRV.DAT. WKB8778
8. Corrupt DHCP.xml file WKB118082
9. Turn off antivirus software. WKB29566
10. Inspect Ethernet switch and cables: 
    • Change Ethernet switch port - WKB65949
    • Inspect Ethernet cable - WKB78283
    • Replace Ethernet cable - WKB11345
11. Replace the network card (NIC). WKB4027
12. Repair drivers. WKB81877
13. Reinstall drivers. WKB222700
14. Call Waters Expert Center or submit an iRequest online here.

ADDITIONAL INFORMATION

If instrument uses IEEE: Power-on the instrument, and then start the PC.

If instrument uses Ethernet: Start the PC, and then power-on the instrument.