16 Replies Latest reply on Mar 24, 2018 10:05 PM by roy_milouot

    Gerstel maestro won't come up

    roy_milouot

      Hi all

       

      Having trouble with chemstation Gerstel. the program won't come up..

       

      Using GC7890 with 5975C

       

      Getting the following error

       

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

       

      It suddenly appeared...

       

      Will appreciate any help..

       

      Thanks

       

      Roy

        • Re: Gerstel maestro won't come up
          ryoboyle

          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?

            • Re: Gerstel maestro won't come up
              roy_milouot

              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

               

               

              20180309_091823.jpg

               

              20180309_091139.jpg

                • Re: Gerstel maestro won't come up
                  ryoboyle

                  Hi Roy,

                   

                  If this error was caused by a Windows update it is possible that you might need to uninstall/resinstall, but there are a couple things that you can try first.

                   

                  "Data Subscription Failed" errors in MSD ChemStation can sometimes be caused by a corruption in the local GC memory. You can try resetting the GC memory by powering on the GC while holding down the [Clear] button on the keypad. When you reset the memory you will most likely need to reconfigure your MSD transferline interface heater on the GC's front keypad.

                   

                  If you are still running into the error, you can send us the icstart.log file for this instrument (located at C:\msdchem\msexe\icstartX.log where X is the instrument number).

                    • Re: Gerstel maestro won't come up
                      roy_milouot

                      Thank you though I'm affraid to mess things up even worse due to the fact I do not know what it mean to reconfigure the interface heater..

                       

                      Can you provide an explanation\instructions on said configurations?

                       

                      Thanks again

                       

                      Roy

                        • Re: Gerstel maestro won't come up
                          ryoboyle

                          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.

                            • Re: Gerstel maestro won't come up
                              Michael Hardacker

                              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

                                • Re: Gerstel maestro won't come up
                                  Michael Hardacker

                                  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"

                                    • Re: Gerstel maestro won't come up
                                      roy_milouot

                                      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...

                                       

                                      first error.jpg

                                       

                                      second error.jpg

                                       

                                      third error.jpg

                                        • Re: Gerstel maestro won't come up
                                          Michael Hardacker

                                          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: https://cloud.gerstel.com/index.php/s/wdgDByQjdlPQvsc

                                           

                                          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  IP-of-c506.jpg

                                                                                     

                                                         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”…. IP-Ping.jpg

                                           

                                           

                                                                         

                                          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.Maestro-integration.jpg

                                           

                                          regards, Michael

                                            • Re: Gerstel maestro won't come up
                                              roy_milouot

                                              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

                                                • Re: Gerstel maestro won't come up
                                                  danots

                                                  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.

                                                    • Re: Gerstel maestro won't come up
                                                      Michael Hardacker

                                                      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

                                                        • Re: Gerstel maestro won't come up
                                                          roy_milouot

                                                          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

                                                            • Re: Gerstel maestro won't come up
                                                              james_jenkins

                                                              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

                                                                • Re: Gerstel maestro won't come up
                                                                  Michael Hardacker

                                                                  Hello Roy,

                                                                   

                                                                  I have seen you contacted us by gerstel@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.

                                                                  Your local contact for Israel will be "M. Snir Ltd." (http://www.msnir.biz/)

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

                                                                   

                                                                  If you still got no solution: please contact us again at service@gerstel (please then with a valid mail signature) & when I may have free timeslot in the next weeks: maybe we can do a scheduled TeamViewer session

                                                                   

                                                                  Regards, Michael