Troubleshooting

Unable to connect to device

If there is a problem connecting the Configuration Application to the DD500E, perform the following steps:

Configuration Application connection problem

Step 1Step 2Step 3Step 4

Close any active Command prompt windows.
Disconnect both USB-serial cables from the Configuration laptop.
Reconnect the USB-serial cables again.
Start the Configuration Application again.

Unable to communicate with COM ports

If there is a problem with the Configuration Application not being able to list COM ports, perform the following steps:

Configuration Application communication problem

Step 1Step 2

Step 1
Download and install the Windows USB-Serial device drivers (see Requirements).
Step 2
Retry the list-ports command by following the instructions in Checking COM ports.

No data received at destination

If no data is received at the intended destination, perform the following steps:

No data received

Step 1Step 2Step 3Step 4

Verify that the parameters in the .toml configuration file have the correct settings.
- Upstream parameters are related to the IN side of the DD500E, connected to the source network.
- Downstream parameters are related to the OUT side of the DD500E, connected to the destination network.
- Destination parameters are related to the destination network and host machine.
Verify that the correct configuration file has been uploaded to both sides of the DD500E.
Verify that the DD500E receives and sends data, using the diagnostics command (see Diagnostics). Check Last network packet received and Last network packet sent on both the Upstream and Downstream sides'
Verify that the configured max payload size matches the MTU of connected networks. Verify that the configured max payload size is less than the MTU of the connected networks. See Editing configuration for the maximum permitted value.

No output when running Configuration Application

If running dd500e_config.exe on Windows 11 leads to no output at all or a pop-up window stating The code execution cannot proceed because VCRUNTIME140.dll was not found. Reinstalling the programme may fix this issue, perform the following steps:

Configuration Application output problem

Step 1

Step 1
Download and install the latest supported Microsoft Visual C++ redistributable version from https://learn.microsoft.com/en-us/cpp/windows/latest-supported-vc-redist.

Unable to connect to device​

Unable to communicate with COM ports​

No data received at destination​

No output when running Configuration Application​

Unable to connect to device

Unable to communicate with COM ports

No data received at destination

No output when running Configuration Application