Gerstel maestro won't come up

Roy,

Can you clarify whether or not this is a ChemStation error or a Maestro error?

What revision of MSD ChemStation are you using? When was the last time that you were able to launch the software successfully without error? Are you able to launch an instrument that is not configured with a Gerstel sampler?

Hi

I'm using chemstation revision G1701EA E.02.02.1431 and the last successful launch was a day yesterday.

It seems the malfunction accrued (during a "run" with a "new" method we are trying. involves FID HS for DCM residue, all the vials were sampled.. punctured but no directory or data files were created. that is also an issue but is set aside for this one) because of a windows update that was required. the GC IP address simply vanished. I managed to retrive it and tested it with ping reply but still got the above error.

I spent some time over the phone with a service engineer from ELDAN and tried launching without Gerstel, unsuccessfully. tried reconfiguration of IP but didn't work.  It seems while Maestro starts up that massage pops up.. and the engineer does not want to "mess" with Gerstel configuration.. So I guess the problem is with the Maestro but realy can't say for sure..

after getting the above error and prssing OK I get the following pics and then it crashes

Roy,

See below for instructions on configuring the MSD Transferline Interface Heater if it is lost when you clear the local memory:

1) Unlock Keyboard: [Options] select Keyboard & Display, press [Enter]. Scroll down to Hard Configuration Lock and turn OFF using the [OFF/ON] button.

2) To configure Thermal Aux heater: Make sure that the Aux heater has been plugged into the correct connection.

     a.[Config] [Aux Temp#], scroll down to Thermal Aux 1, Thermal Aux2, or Thermal Aux 3, press [Enter] (the MSD transfer line is usually Aux2).

     b.In this screen, at the top it should say UNCONFIGURED, press [Mode/Type]. It will then read Install Heater 1 if you are in the Thermal Aux 1         configuration. Press [Enter]. At this point the GC will prompt you to Power cycle, DO NOT power cycle.

     c.Press [Clear], scroll to Auxiliary Type, press [Mode/Type], scroll down and select the MSD transfer line, [Enter]. Now Power Cycle GC.

NOTE: You might also need to reconfigure the columns for you GC.

Hello Team,

I 1.5 year ago I had the same problem in our training lab (but with MassHunter ACQ).

regards, Michael

FSG of Gerstel

upps, sorry: message was not finished

the main reason seems to be network issue/LAN card configuration.

Please check:  Firewall, Bindings (only if more than 2 NICs are used), Energy settings....etc

Troubleshooting to isolate the problem:

a) configure an additional G1701 instrument (GC only) and check the communication (Maesto configuration: NO integration)

b) do simple communication check (to proof that GC communication is still fine):

     b1) maybe by if Hyperterminal is still available: do a telnet communication on the GC IP

     b2) by Internet Browser and type in the GC-IP address (if GC iP: 10.1.1.78):

               type inside browser:

               http://10.1.1.78:9101

     typical result will be (inside the browser): "say the magic word"

thank you very much for that input.. Unfortunately the Maestro has trouble communicating with it's controller (C506) and won't initialize at all.

adding here pics of the error massages I get...

Hi Michael

uploaded the report to your cloud..

Also tried removing "check" from "inegrated" at Gerstel cnfig editor - the Maestro did not come uo as expected but chemstation did not either - got the same old original error

"Data subscription failed. Are inbound ports blocked? is there a 7890 at the IP adress?"

Roy

Hello Roy,

looks like: no communication to our controller.

several reasons: PC got a new IP (different range than our c506); c506 off; LAN cable from PC to c506 missing, LAN Hub/Switch off....

Checks (DEPENDING ON: if c506 is connected over "RS232" or "LAN")

1) pre-info collection

1a) open the "Maestro configuration editor" to see what is selected for c506 communication

1b) create an MaestroSystemReport: by “GerstelSystemReporter.exe” (inside “C:\Program Files (x86)\Gerstel\Maestro”) => upload on my cloud space

2.) LAN checks

               a) check the display of c506: it must be illuminated + some characters shown

                    if so (only if firmware age is less than 4Y): press several times STOP (@c506) => IP of 506 will be shown

                      e.g.: 10.1.1.178 

               b) do a Windows CMD ping on the seen IP of c506:

                              (PC keyboard press) Windows key (and simultaneously) R => type in white field

                              ping 10.1.1.178

                              expected positive answer: "bytes=”  “time XX ms”….

3.) if all may take too long & you want to spend time again on the “data subscription failed” analysis

               We can remove Maestro from the ChemStation Integration => use the maestro configuration editor => and uncheck the “Integrated” option

1. e.g.

regards, Michael

Hello Roy,

looks like: no communication to our controller.

several reasons: PC got a new IP (different range than our c506); c506 off; LAN cable from PC to c506 missing, LAN Hub/Switch off....

Checks (DEPENDING ON: if c506 is connected over "RS232" or "LAN")

1) pre-info collection

1a) open the "Maestro configuration editor" to see what is selected for c506 communication

1b) create an MaestroSystemReport: by “GerstelSystemReporter.exe” (inside “C:\Program Files (x86)\Gerstel\Maestro”) => upload on my cloud space

2.) LAN checks

               a) check the display of c506: it must be illuminated + some characters shown

                    if so (only if firmware age is less than 4Y): press several times STOP (@c506) => IP of 506 will be shown

                      e.g.: 10.1.1.178 

               b) do a Windows CMD ping on the seen IP of c506:

                              (PC keyboard press) Windows key (and simultaneously) R => type in white field

                              ping 10.1.1.178

                              expected positive answer: "bytes=”  “time XX ms”….

3.) if all may take too long & you want to spend time again on the “data subscription failed” analysis

               We can remove Maestro from the ChemStation Integration => use the maestro configuration editor => and uncheck the “Integrated” option

1. e.g.

regards, Michael

Hi Michael

uploaded the report to your cloud..

Also tried removing "check" from "inegrated" at Gerstel cnfig editor - the Maestro did not come uo as expected but chemstation did not either - got the same old original error

"Data subscription failed. Are inbound ports blocked? is there a 7890 at the IP adress?"

Roy

Hello,

yes, both systems have problems with network => so PC-networking is mixed up

a) (like written by danots): disable one NIC

b) in addition: please ask your IT => what about security SW / Firewall  /antivirus protection ... etc. ?

personal comment:

* What is strange: the PC date is set to 4th Aug 2011 !!!!

* future aspect: I think an expert should visit you (onsite engineer or by a remote session: TeamViewer)

regards, Michael

################################  side info from our SystemReport.cab   ################################ 

* Win XP SP3

* RAM: 2 GB

* G1701: E.02.01.1177

* MPS

     FW 2.5.2 (RS232 only communication)

     @COM1

* c506

     FW: 1.10.07.099

     @IP: 10.10.10.10

* Maestro: 1.3.20.41

* IP's

     PC: 10.10.10.1

     MS: 10.10.10.2

     GC: 10.10.10.3

If you have two network cards, try disabling the one for the company network.  Then run the software and see if it is able to connect.  I have recently seen several cases where a second network card that is properly configured, prevents the software from starting.  Disabling this card when you first load the software resolves the problem and then the card can be re-enabled.

Hi all

I've been working with a service engineer via team viewer from Eldan, our (Israel) Agilent distributor on this problem for a few days now. he tried most (if not all) your suggestions and, unfortunately, without success. the problem is he is unfamiliar with Gerstel systems.

I Tried emailing Gerstel but no response from them so far.. and their distributer in Israel could not resolve the problem.

Before calling an onsite engineer I would love it if we could arrange for a team viewer session from Agilent if it's possible.

Regurds,

Roy

Hi Roy,

Teamviewer goes outside the scope of the community. I would encourage you to work with your local resources to find a solution. I also see that one of the respondents on this thread is a Gerstel Rep and has provided detailed information.

Regards

James

Hello Roy,

I have seen you contacted us by @gerstel and then our US colleagues fixed the communication issue with your Gerstel devices.

What about the remaining problems, also gone?

Typically, we (Gerstel Germany) advice our worldwide customers: please get in contact with our local representative/partner. Even if they may need support we support them in the background.

Our worldwide overview: http://www.gerstel.com/en/worldwide.htm

Regards, Michael