What is the meaning of the "Ethernet cable disconnected" error in the Empower message center? - WKB264245

ENVIRONMENT

• Empower, all versions

ANSWER

In the Empower message center, users often find these error messages:

• Instrument failure / Communication failure
• Ethernet cable disconnected / Ethernet cable was disconnected

Find the scenarios when above-mentioned error message is observed in message center.

1. Incorrect instrument startup - Always give flow to detectors and start the detectors. This will prevent calibration failures in detector that can create instrument failure error messages due to a dry flow cell.
2. Improper power cycle during startup or shutdown - Ensure that you follow power cycle to prevent unwanted message center errors.
   • Take the system offline in Empower.
   • Power-off the instrument modules.
     • If it is UPLC / Arc system, ensure that you power-off the module where Ethernet hub is connected last. For example, if Ethernet hub is connected in FTN, power-off the FTN last. If it is powered-off before any other module, it generates the Ethernet cable disconnected message in system.
     • If Instrument is having instrument console Ethernet cable disconnected message, it needs to be cleared before taking the system online.
     • With UPLC/ Arc system, which has no console, the message may not be cleared. So the message will be pushed to the message center. Follow the power-off cycle of modules properly.
   • If instrument is connected using network Switch / Hub, be sure to power-off the network hub.
   • Power-off the computer.
   • Power-on the computer and wait for complete boot up. During boot up, sometimes network services restart in the operating system. So, if instrument is powered-on before complete computer boot up, the system may generate the Ethernet cable disconnected message in the message center.
   • If instrument is connected, use the network hub/switch if available.
   • Power-on the instrument modules.
     • If it is UPLC / Arc system, be sure to power-on the module where the Ethernet hub is first. Then power-on the remaining modules one by one.
   • Bring the system online after ensuring that there are no errors in any modules.
3. LACE / Acquisition client was shut down or restarted when acquisition is running.
4. If network hub or instrument module where network hub is was powered-off or restarted, the error messages can appear in message center.
5. When UPLC/Arc system is idle, if there is a network drop between instrument and computer, this also creates communication failures. So, ensure that the system is taken offline when not in use. If the system is not taken offline, idle instrument /communication failures cannot be avoided due to conventional infrastructure designs.

Note: 

• The Ethernet cable disconnected message appears from all Waters instrument modules, except PDA.
• The Ethernet cable was disconnected message appears only from PDA modules.

Both messages occur only when there is a network connection reset between instrument and computer.

Also note that Instrument / Communication failure error messages can appear in message center due to various issues during acquisition. If any sample set is interrupted, investigate with the help of Waters technical team. 

ADDITIONAL INFORMATION