Knowledge Base

› Only 1 controller's transaction can be showed in the software at Latest Event List.
› Only 1 controller shows in the Device List even already added more than 1 controller.
› The software showing error "Get Key Error" when I want to start software.
› The software showing error "Get Key Reply Error" when I want to start software.  

› Get error message as shown below when run the software server.
 
 

› Server title only shows [1 controller]/ Only 1 controller is listed in the Device List.

› MCI LED is not blinking.

› Incorrect MCI license key is detected or used.
› MCI is not power up.
› MCI is not connected.
› Incorrect port number is selected.
› PC's comm port error or failure. (If MCI is already connected).
› MCI malfunction.
› Incorrect Baud Rate Settings.

Resolution 1: 
› Make sure the MCI license key used is correct and is connected to the Server PC.

Resolution 2:
› Make sure the MCI is powered on.

Resolution 3:
› Make sure the MCI port number is detected before run the software server.

Resolution 4:
› Make sure the right MCI port number is selected upon running the software server.

Resolution 5:
› Make sure the serial port where MCI is connected to is working fine.

Resolution 6:
› Make sure the Baud Rate Settings is correct and similar to the speed setting in Controller and Connection setup in software. 

Resolution 7:
› Make sure the Baud Rate Setting is correct at software server. 

Please complete the following steps in order to resolve the issue.

Resolution 1: 

› Make sure the MCI license key used is correct.

1. Please find the license key’s label from the MCI as boxed in red from Figure 1 below. 
   
   Figure 1
   
   
2. If the label shown is incorrect, you may need to change the MCI as the license key is not compatible with the software.
3. Make sure the MCI is properly connected to the PC. Please refer to the Figure 2 below:
   
   Figure 2
   
   
4. Ensure the MCI is connected to the PC’s serial Port and power on the MCI.
5. If the PC doesn't have Serial Port, please use an USB-To-Serial Converter to connect from PC to MCI.

Resolution 2: 

› Make sure the MCI is powered on.

1. Ensure the MCI is connected to a power supply with +12Vdc @300mA (min).
2. Power up the MCI.
3. Check the Red LEDs on MCI after power on, L2 is always on and L6 is blinking. Please refer to the Figure 3 below:
   
   Figure 3

Resolution 3:

› Make sure the MCI port number is detected before run the software server.

1. Open Device Manager. ^{(Go to Control Panel> Device Manager> Ports (COM & LPT))}
2. Check what is the COM number. If a USB to Serial Converter is used, the available Ports will be listed.
    

Resolution 4:

› Make sure the right MCI port number is selected upon running the software server.

1. Run the software server. The following window will be shown.
   
2. Click OK after select the correct Port No.
3. Please wait for the software to detect the MCI license key from the Port No. selected.
4. If software is able to detect the correct MCI license key, the message below will be prompt.
   
   
   
5. If get error message as shown below, the software is unable to detect the software license. 
6. Please check again the COM number selected is exist. If problem persist, please perform Resolution 5 below:
   


7. If get error message as shown below, the software is unable to detect the MCI key. Please perform Resolution 5 below.
   
   
   

Resolution 5:

› Make sure the port where MCI is connected is working fine. Perform this step to confirm the MCI is working fine.

1. Power on the MCI. Check if both Red LEDs (L2 and L6) are not function. If the LEDs are turned off means the MCI is malfunction.
   
   
   
2. If you are currently using Direct Comm Port:
• Power off the MCI. Make sure the MCI is properly connected. Power on the MCI. The port number detected should be [COM 1]. Perform Resolution 4 above. 
• If problem is solved, the MCI is not properly connected.
• If problem persists, the PC’s serial port might be faulty. Try using USB-To-Serial converter and perform Resolution 4 above.
3. If you are currently using USB converter to connect the MCI:
• Power off the MCI. Change to another available USB port. Power on the MCI power. Perform Resolution 4 above.
• If problem is solved, current USB port is faulty.
• If problem persists, please perform Resolution 5 above.

1. Check Jumper CN4.
2. Open/ Short jumper according to the following option:
   
   
   
3. Turn off and turn on the MCI power after making changes.
4. Identify the Baud Rate used and set the same Baud Rate Setting in Connection Setup in software server.

1. Open Connection Setup. ^{(Go to Server Admin> Connection Setup)}
   
   
   
2. If problem still persists, current MCI is faulty.