CM9760-KBD Intelligent Keyboard shows OFFLINE in its LCD display.

Issue

The CM9760-KBD Intelligent Keyboard may not have communication to the CM97XX-CC1 or the CM97XX-CC1 is not in a desired state.

Product Line

Pelco Video Management, Pelco Matrix

Environment

  • CM9700-CC1
  • CM9760-CC1
  • CM9740-CC1
  • CM9760-KBD

Cause

The root cause of the issue could be one of the following:

  1. The CM97XX-CC1 may be at the DOS Prompt #1
  2. The CM97XX-CC1 is off due to power supply failure
  3. The CM97XX-CC1 was rebooted with a floppy disk in the drive
  4. The cable from the CM9760-KBD is in the wrong port on the CM97XX-CC1
  5. The CM9760-KBD baud rate and parity does not match the CM97XX-CC1 programming
  6. The CM97XX-CC1 EXE version does not match the System Manger version
  7. CM97XX-CC1 sercom port has failed.  Running TESTPORT diagnostic on CM97XX-CC1 will determine PASS/FAIL state.
  8. The CM97XX-CC1 is not running the correct flat files.
  9. The CM9760-KBD is connected to a fiber unit that is set for RS485.
  10. The power source fails to supply sufficient power to the CM97XX-CC1
  11. The CM97XX-CC1 may be at the DOS Prompt #2

Resolution

  1. The CM97XX-CC1 may be at the DOS Prompt #1 = The programming was exited out by ctrl Q and will need to be restarted by entering the correct executable and file name.
    For Example: CM9700 node1.
  2. The CM97XX-CC1 is off due to power supply failure = Check the power light on the CM97XX-CC1 if there is no power the CM97XX-CC1 will need to be sent in for repair.  To send in for repair see Lessons Learned Article #11086
  3. The CM97XX-CC1 was rebooted with a floppy disk in the drive = Remove the floppy disk and reboot the CM97XX-CC1
  4. The cable from the CM97XX-KBD is in the wrong port on the CM97XX-CC1= Plug the CM97XX-KBD into the correct port on the CM97XX-CC1. If the port is unknown see the system manager program for correct port location. 
  5. The CM97XX-KBD baud rate and parity does not match the CM97XX-CC1 programming = The Default Baud rate and parity is 4800 Even. If the CM97XX-KBD programming was changed on the CM97XX-CC1 then the baud rate and parity on the CM97XX-KBD will  have to match. To change Baud rate and parity on the CM97XX-KBD see Lessons Learned Article #10264 and follow resolution steps 1-7 ,10-12 and 17-19 disregard the rest of the article.
  6. The CM97XX-CC1 will Need to programmed with the same version of System Manager Software. To see what version is running on the CM97XX-CC1 see article Lessons Learned Article #9688. Then download the correct version of System Manger from here.
  7. To test the sercom port see Lessons Learned Article #13309
  8. To identify the configuration file running on the CM97XX-CC1 see Lessons Learned Article #13310
  9. The CM9760-KBD is a RS422 devices and will not work with RS485.
  10. Connect the CM97XX-CC1 power cord to a reliable power source then power on the CM97XX-CC1
  11. The CM97XX-CC1 may be at the DOS Prompt #2 = Loss of power occurred and the startup.bat file did not restart the CM97XX system files.  Type edit startup.bat file and remove the rem command.  Press alt+f then select exit, when prompted to save file changes select yes.  Reboot the CM97XX-CC1.
  12. Reset the CM9760-KBD to factory defaults. Lessons Learned Article #9604.