*Refreshing this page at any point will restart the troubleshooting guide.
Start by enabling Crimson's Balloon Help feature (Help-Balloon Help-When Mouse Over), as it will be referenced throughout this guide.
What type of Communication Problem is being Experienced?
Intermittent Comms - Values flashing to dashed lines
Values are Showing, but not Changing or are Incorrect
Wiring
Ensure that the cable is connected to the correct Ethernet port on the unit. Please note that older products (DSP, CSMSTR, G3, and PTV) did not have an auto-crossover detect port, so a direct connection will require a crossover cable to be used.
Is the cable connected to the correct port? 
Move the cable to the correct port.
Did using the correct port resolve the problem?
IP Settings
Click on the Ethernet port being configured to verify that the port settings will work with the external device's network. This includes the IP address, Network Mask, and Gateway as well as Routing.
If the unit being configured has multiple ports, verify that they are unique subnets as per the Crimson: Multiple Network Interfaces Tech Note.
Do the IP settings match?
Correct the IP Settings.
Did correcting the IP settings resolve the issue?
Verify Driver Settings
If applicable: there are several drivers, including Ethernet/IP and BACnet, that have settings for the Crimson device being programmed. Reference the Balloon Help for these settings and ensure they will work in the system.
Will the driver settings work for this system?
Correct the Driver Settings.
Did correcting the port settings resolve the issue?
Ping Register (if applicable)
Several drivers have a ping register setting. This register is read to determine if the device is online, prior to reading data for mapped tags, gateway blocks, and direct references to the device. This ping can be disabled for some drivers, such as Modbus, by setting the ping register to 0. Please note that disabling the ping will cause unreliable values for CommsErrror, IsDeviceOnline, and GetDeviceStatus.
Does the ping register exist in the remote device, or has the ping been disabled?
Modify or disable the ping.
Did correcting the ping register resolve the issue?
Verify External Mappings
Verify that all gateway blocks, tags, and direct mappings are referencing valid registers in the external device. Some devices have all of their memory accessible via communications by default, but other devices require the memory to be allocated or that registers be created prior to being available via communications.
When the Crimson device encounters a communication error, timeout or negative reply, it stops scanning the external device and starts over. If the first item it attempts to read is invalid, then it will not continue attempting to read any other items from that external device.
Red Lion recommends starting with a new simple 1-tag application to verify port wiring and other settings are correct.
Do all of the memory locations/registers exist in the external device?
Create them in the external device or remap the Crimson item.
Did creating the registers in the external device resolve the issue?
Are Communications Enabled?
The ability to disable communications is helpful during development, but leaving them disabled will result in the Simulate As values being used (which are 0 by default).
Are Communications Enabled?
Enable Communications
Did enabling Communications help to resolve the problem?
Ensure that no Other Devices are Configured to Preempt Other Devices
Preempting other devices may result in the other devices never getting a chance to communicate, this setting should be set to No on all devices.
Did setting Preempt Other Devices to No on all of the devices resolve the issue?
Disable Spanning Reads
Spanning reads allows the system to read large blocks of data that span the required registers, but may also include registers that are not being accessed. It also assumes that all of the registers in the span are the same size.
Some devices may contain registers that cannot be read, others (such as the Emerson ROC devices) contain registers of variable length; in both cases, Spanning Reads should be Disabled.
Did disabling Spanning Reads resolve the problem?
Verify the Item's Data Type
Verify the data type of the register in the target device. Treating an Integer as a Floating-point value will typically result in 0 being displayed.
Does the Crimson data type match the external device?
Fix the data type mismatch
Did fixing the mismatch resolve the issue?
Disable Tag Scaling
Incorrect scaling could result in unexpected results, first, disable the scaling to ensure the value is changing. Then refer to the Crimson: Scaling Tech Note for information on scaling tags in Crimson.
Did disabling or correcting the scaling correct the problem?
Please contact Technical Support.
Call us on the toll-free Tech Line: 877-432-9908 or the Support button on the lower right to fill out a contact form.
Congratulations, you have resolved the issue.
Disclaimer
It is the customer's responsibility to review the advice provided herein and its applicability to the system. Red Lion makes no representation about specific knowledge of the customer's system or the specific performance of the system. Red Lion is not responsible for any damage to equipment or connected systems. The use of this document is at your own risk. Red Lion standard product warranty applies.
Red Lion Technical Support
If you have any questions or trouble contact Red Lion Technical Support by clicking here or calling 1-877-432-9908.
For more information: http://www.redlion.net/support/policies-statements/warranty-statement