Support

You can use this page to display all system level information in a single location in the event that you need to call the Comtrol Corporation Technical Support team.

Category	Description
System Info	System Information values, excluding the Serial Number, can be configured using the Advanced - Network page or PortVision DX.
Application Base	This is a complete list of the Application subassembly versions loaded on this IO-Link Master. You can update application subassemblies using the Advanced - Software page. You can check for the latest application subassemblies using the Comtrol Corporation ftp interface.
Images	This is a complete list of the image versions loaded on this IO-Link Master. You can refer the Software page for information about images and the application base.

If you need to locate a specific IO-Link Master, you can use the LED flash feature on the Software configuration page.

Before Contacting Technical Support

You may want to check the following before contacting Technical Support as they may request that you perform these procedures.

Open the IO-Link Master web interface and review the following web pages that may indicate what the underlying problem:

IO-Link Diagnostics
EtherNet/IP Diagnostics
Modbus/TCP Diagnostics

Reboot the IO-Link Master
Verify that you are using the correct types of cables on the correct connectors and that all cables are connected securely. Cabling information is available in the PortVision DX help system or the IO-Link Master 4-EIP User Guide.
Check the IO-Link Master LEDs
Verify that the network IP address, subnet mask, and gateway are correct and appropriate for the network. Make sure that the IP address programmed into the IO-Link Master matches the unique reserved IP configured address assigned by the system administrator.
If using DHCP, the host system needs to provide the subnet mask. The gateway is optional and is not required for a purely local network.

Remember that the IP address set on the IO-Link Master with the rotary switches override software settings on the Network page or in PortVision DX.

Verify that the Ethernet hub and any other network devices between the system and the IO-Link Master are powered up and operating.
If you have a spare IO-Link Master, try replacing the IO-Link Master.

Contacting Comtrol Corporation

You can also refer to the Support web page for additional support options.

To contact Comtrol Corporation, you can call 763.957.6000 (8AM to 6PM CST/USA).