No communication with the EPC - WKB15791

SYMPTOMS

• No communication with the EPC,
• The EPC does not respond when pinged,
• The Hyperterminal window is blank,
• The instrument fans go to high speed and do not slow down.

ENVIRONMENT

• Xevo TQD
• Xevo TQ-S
• Xevo TQ-S micro

CAUSE

Incorrect IP address for the LAN card

FIX or WORKAROUND

1. Go to the Windows Start menu > Run, type cmd, and then hit Return.
2. Type ipconfig at the command prompt. You should see the following if everything is okay.
   
   If instead you see an IP address that starts with 169.xxx.xxx.xxx, which is incorrect, follow the steps below.

1. Go to the control panel and type network connections.
2. Click "view network connections".
3. Right-click on the instrument LAN connection and go to Properties.
4. Click on Internet Protocol 4, and click Properties. You should see the following window:
   
   (This window does not appear if ipconfig was typed at the command prompt.)
5. Select the "Obtain an IP address automatically" and "Obtain DNS server address automatically" options.
   
6. Click OK, and then click OK again to save the configuration.
7. Go back to the connection properties and re-input the IP address 192.168.0.1 and the subnet mask 255.255.255.0.
   
8. Click OK, and click OK again.
9. Check your ipconfig again at the command prompt. It should look as it does in the initial step 2 above.

ADDITIONAL INFORMATION

If the problem persists and configuration in ipconfig looks normal/OK, Windows restart might be needed in order to refresh ipconfig and wrong IP address for LAN card to be shown in command line.

Additionally it might be worth to stop and start Waters Service Host process in Windows as per procedure below:

To stop the Waters Service Host service:
1. Click Start > right-click Computer > Manage.
Tip: In Windows 10, type "Administrative Tools" in the Cortana Search box, and then click Computer Management.
2. In the Computer Management window, expand Services and Applications, and then click Services.
3. In the list of services, right-click Waters Service Host, and then select Properties.
4. Click Stop.
5. If the service does not stop, change the Startup Type to Disabled, and then restart the workstation.

To start the Waters Service Host service:
1. Click Start > right-click Computer > Manage.
Tip: In Windows 10, type "Administrative Tools" in the Cortana Search box, and then click Computer Management.
2. In the Computer Management window, expand Services and Applications, and then click Services.
3. In the list of services, right-click Waters Service Host, and then select Properties.
4. Click Start.

as per doc 715005644rA

If the problem still persists, the netsh winsock reset is needed as per KCS WKB6010