Woodward HighProTec Series User manual

HPT-3.6-EN-TSG
Version: 3.6
Original document ‧ English
Revision: - (Build 41404) ‧ © 2019
Troubleshooting Guide
TS-HPT-2

Original operating manual
Woodward Kempen GmbH
Krefelder Weg 47 ∙ D–47906 Kempen (Germany)
Postfach 10 07 55 (P.O.Box) ∙ D–47884 Kempen (Germany)
Telephone: [phone]
© 2019 Woodward Kempen GmbH
2 Troubleshooting Guide HPT-3.6-EN-TSG

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Table of contents
1 Self-Supervision Messages
1.1 Self-Supervision – Error Messages
1.2 Self-Supervision – Warning Messages
1.3 Self-Supervision – Information Messages
2 System LED Signals
3 Problems with the Device
3.1 Hardware
3.2 Operation of the Device
3.3 Parameter Settings
3.4 Protection and Control
3.5 Communication
3.6 Recorder
3Troubleshooting GuideHPT-3.6-EN-TSG
Table of contents

1 Self-Supervision Messages
The protection device supervises its normal operation by executing various self-supervision checks during runtime of the device.
When the protection device has detected a problem, the system LED starts 󰊏ashing alternating red and green, and a message is recorded
in the internal memory.
Please check the self-supervision messages under [Operation / Self-Supervision / Messages].
Furthermore, the following messages are directly related to IT security:
SE 37 ╚═▷ ⇱1, SW 6 ╚═▷ ⇱1, SW 7 ╚═▷ ⇱1, SW 8 ╚═▷ ⇱1, SI 4 ╚═▷ ⇱1, SI 5 ╚═▷ ⇱1, SI 7 ╚═▷ ⇱1, SI 9 ╚═▷ ⇱1, SI 10 ╚═▷ ⇱1.
These security-related messages can also be viewed at the menu path [Operation / Security / Security Logger].
1.1 Self-Supervision – Error Messages
Description Information Corrective Action
SE 1 Abort The device underwent an unscheduled restart. Get in contact with our service-team.
You will be supplied with a tool for error analysis.
SE 2…4 Problem w. resources Critical level of internal resources. It is not possible for
the user to take any actions.
Get in contact with our service-team.
You will be supplied with a tool for error analysis.
SE 5…10 – reserved for future use – —
SE 11 FRAM defective Hardware: FRAM defect. The device will be set out-of-
service on next reboot, and it will have to be sent for
repair.
Send the device for repair.
SE 12 Battery low The battery for bu󰅠ering the real time clock is low. The battery can be exchanged by the manufacturer. There's no
impact on the functionality of the device if the battery breaks
down, except for the bu󰊍ering of the clock while the unit is in
de-energized condition.
SE 13…14 – reserved for future use – —
SE 15 Problem w. resources Critical level of internal resources. It is not possible for
the user to take any actions.
Get in contact with our service-team.
You will be supplied with a tool for error analysis.
4 Troubleshooting Guide HPT-3.6-EN-TSG
1 Self-Supervision Messages

Description Information Corrective Action
SE 16…29 – reserved for future use – —
SE 30 Prot Comm Err Problems with the 24 km Line Di󰅠erential module. Get in contact with our service-team.
You will be supplied with a tool for error analysis.
SE 31 Intern. con󰅡g. There is a critical internal fault. It is not possible for
the user to take any actions.
Get in contact with our service-team.
SE 32 Prot Comm Err Problems with the 24 km Line Di󰅠erential module. Get in contact with our service-team.
SE 33 Prot Comm Err Problems with the Line Di󰅠erential protection
communication.
Get in contact with our service-team.
SE 34 (= S 34) – only until Firmware-Release 3.4 – As of Firmware-Release 3.6, this has been moved to SW 9.
SE 35…36 – reserved for future use – —
SE 37 Inval TLS cert. The certi󰅡cate for the encrypted communication is
invalid.
Get in contact with our service-team.
5Troubleshooting GuideHPT-3.6-EN-TSG
1 Self-Supervision Messages
1.1 Self-Supervision – Error Messages

1.2 Self-Supervision – Warning Messages
Description Information Corrective Action
SW 1…3 – reserved for future use – —
SW 4 Power Supply Your device su󰅠ered a short-term sag or outage of the
supply voltage.
Check your power supply.
SW 5 No time sync Warning that the device is operating without time
synchronization.
If the missing time synchronization is intentional this warning
can be safely ignored.
Otherwise, you should check the synchronization settings and
connection (e. g. for IRIG‑B).
SW 6 TLS basic cert. The device uses a basic certi󰅡cate for the encrypted
communication. Compared with a device-speci󰅡c
certi󰅡cate, this means a slightly reduced security
level.
The basic certi󰊎cate is installed when an old 󰊎rmware, that did
not support encrypted communication, is updated by the user.
A device-speci󰊎c certi󰊎cate, however, can be installed by the
manufacturer.
SW 7 – reserved for future use – —
SW 8 Mult. inval. Conn. Pwd Warning that a wrong connection password was
entered multiple times in series.
The message value is the number of wrong password entries in
series. It gets reset to 0 (warning end) when the connection
password is entered correctly (and also with a restart of the
device).
You should check whether this indicates an unauthorized
access attempt (as the connection password is needed to
establish a Smart view connection).
SW 9 Disturb Rec Trigger Perpetual trigger of the Disturbance Recorder. Too
many records created during a monitored time span.
Make sure that the Disturbance Recorder is not triggered too
frequently. Check the following settings:
•Con󰊎guration of the Disturbance Recorder: Verify that
each of the de󰊎ned trigger sources is con󰊎gured by
intention.
• In the Event Recorder you can see which protection
function creates excessive events (as trigger for the
Disturbance Recorder). Check the settings of this
protection function, especially the alarm levels. Adapt
them, if necessary.
•Device planning: Make sure that no super󰊏uous protection
functions are projected that you do not need.
6 Troubleshooting Guide HPT-3.6-EN-TSG
1 Self-Supervision Messages
1.2 Self-Supervision – Warning Messages

Description Information Corrective Action
See also “The Disturbance Recorder is permanently logging
new records”.
SW 10 Connection refused The protection device refused an incoming connection
because of certi󰅡cate or encryption problems.
This message typically results from a connection attempt using
some illegal client software (i. e. other than Smart view). You
should check whether this indicates an unauthorized access
attempt.
SW 11 IEC104 queue over󰅢. There were more IEC104-related events generated
than could be handled. This resulted in an IEC104
queue over󰅢ow and corrupt internal IEC104 data, so
that the IEC104 protocol has been disabled
automatically. It can be re-enabled by resetting the
counters at [Operation/Reset] »IEC104 . Res all Diag
Cr«.
This message should not occur except in very uncommon
stress situations. Therefore we recommend to get in contact
with our service-team.
7Troubleshooting GuideHPT-3.6-EN-TSG
1 Self-Supervision Messages
1.2 Self-Supervision – Warning Messages

1.3 Self-Supervision – Information Messages
Description Information Corrective Action
SI 1…3 – reserved for future use – —
SI 4 Inval Password Information that a wrong (access level) password was
entered.
The message value is the number of wrong passwords that
have been entered within some time.
SI 5 Inval Conn. Pwd Information that a wrong connection password was
entered.
The message value is the number of wrong connection
passwords that have been entered within some time.
SI 6 Settings changed Information that the settings (e.g. the protection
parameters) have been modi󰅡ed.
The message value is the number of setting changes that have
been made within some time. (A setting change is counted
whenever new parameter values are transferred to the device
or saved at the HMI panel.)
SI 7 Firmware Update Information that a new device 󰅡rmware has been
installed.
SI 8 Device restart Information that the device has been restarted. The message value shows the reason for the device restart.
Device Start-up Codes: 1=Normal Start-up; 2=Reboot by the
Operator; 3=Reboot by means of Super Reset; 4=outdated;
5=outdated; 6=Unknown Error Source; 7=Forced Reboot
(initiated by the main processor); 8=Exceeded Time Limit of
the Protection Cycle; 9= Forced Reboot (initiated by the digital
signal processor); 10=Exceeded Time Limit of the Measured
Value Processing; 11=Sags of the Supply Voltage; 12=Illegal
Memory Access.
SI 9 Remote Access Information that a Smart view connection via network
(e.g. Ethernet) has been established.
SI 10 Password changed Information that a password has been changed by the
user.
The message value is the number of password changes that
have been made within some time.
8 Troubleshooting Guide HPT-3.6-EN-TSG
1 Self-Supervision Messages
1.3 Self-Supervision – Information Messages

2 System LED Signals
O󰃠 (Not Illuminated)
Description Information Corrective Action
The System LED is o󰃠 (not illuminated), and the other LEDs
are also o󰅠.
Either no supply voltage or the power supply is faulty. Please check the supply voltage. If it is OK, send the device to
be repaired.
Unde󰃡ned, Not Flashing
Description Information Corrective Action
The System LED is unde󰃡ned and not 󰃢ashing, and the
other LEDs are showing a random pattern.
The CPU board is faulty. Send the device to be repaired.
Flashing Red
Description Information Corrective Action
The System LED is 󰃢ashing red and the HMI shows an error
number.
Fatal system error. Get in contact with our service-team.
Constantly Red
Description Information Corrective Action
The System LED is constantly red and the HMI shows an
error number.
Fatal system error. Get in contact with our service-team.
You have started the device while pressing the »CTRL« key. This is not a device error but the normal activity for
performing a bootloader or 󰅡rmware update.
Please follow the instructions for installing an update.
Flashing Green
Description Information Corrective Action
The System LED is 󰃢ashing green, and after some time it
changes to constantly green.
This is not a device error but the normal start-up
phase. As soon as the System LED changes to
constantly green, the protection functions are active.
The LED should have changed to constantly green after approx.
30 seconds.
9Troubleshooting GuideHPT-3.6-EN-TSG
2 System LED Signals

Flashing Red/Green
Description Information Corrective Action
The System LED is 󰃢ashing red+green. The device is operating and all protection functions
are working. But the internal self-supervision module
has detected a previous problem in the system, which
has been recorded as a Self-Supervision message.
Please check the Self-Supervision messages (see ╚═▷ “Self-
Supervision Messages”), or get in contact with our service-
team.
Constantly Green
Description Information Corrective Action
The System LED is constantly green, but the device's HMI is
not operable. There are no Softkeys shown on the panel.
Instead the panel shows „Startup“ or just the device type (e. g.
MCA4) without any Softkeys.
The device is starting up. The protection functions are
already working, but the HMI is still starting up. If this
is not 󰅡nished after 5 minutes, the device is probably
busy with handling Ethernet packets (Connector
X100).
Check if the following action makes the device s HMI operable:
Plug o󰊍 the Ethernet (Connector X100). If the HMI is getting
operable, there is an error on your Ethernet network (e. g. an
Ethernet storm). Please check your network tra󰊐c.
The System LED is constantly green, but the device's HMI is
not operable. A normal page of the HMI is visible: Either there
are Softkeys visible or the LED status page is being displayed.
The device is busy with handling Ethernet packets
(Connector X100). The protection functions are
working.
Plug o󰊍 the Ethernet (Connector X100). If the HMI is getting
operable, there is an error on your Ethernet network (e. g. an
Ethernet storm). Please check your network tra󰊐c.
If this action does not change the behavior of the device try to
follow the next troubleshooting entry.
The System LED is constantly green, but the device's HMI is
not operable. A normal page of the HMI is visible: Either there
are Softkeys visible or the LED status page is being displayed.
There is no Ethernet connector (Connector X100).
Some of the system parts are not working. The
protection functions, however, are working.
Keep the device running and connected to the supply voltage.
Get in contact with our service-team.
You will be supplied with a tool for error analysis.
The device's HMI is operable. This is not a device error. The device is ready for
operation and protects your electrical equipment. If
you have the impression that the relay is not working
correctly or you have any problems with setting the
parameters, please check the next troubleshooting
entries.
—
10 Troubleshooting Guide HPT-3.6-EN-TSG
2 System LED Signals

3 Problems with the Device
3.1 Hardware
Description Information Corrective Action
Display failure. After selecting any key, the whole display remains
dark or the display is defective.
Check the following issues:
• Is the supply voltage connected? This is the case when the
System LED is illuminated.
• Is the environmental temperature within the allowed
range?
• Try to adjust (increase / decrease) the contrast of the
display by using Smart view.
•If all these checks do not yield any results, send the device
back to the manufacturer.
Failure of a binary output. The physical status does not match the reported
state, as it is being shown via HMI or Smart view.
Check the following issues:
• Is the binary output in latched state? If yes, acknowledge
(reset) the latching.
• Is the inverting parameter »Inverting« set to “active” for
the particular binary output?
• Check the wiring.
• Disconnect the wiring from the binary output and measure
the output voltage. Set the state of the binary output by
using the test functions Force / Disarm (see Technical
Manual).
• See also the entry Binary outputs do not react.
•If all these checks do not yield any results, send the device
back to the manufacturer.
Failure of a binary input. The physical status does not match the reported
state, as it is being shown via HMI or Smart view.
Check the following issues:
• Is the con󰊎gured voltage level set correctly?
• Is the voltage level of the digital input (i. e. the signal
level) correct?
• Is the inverting parameter set?
• Check the wiring.
• If all these checks do not yield any results, send the device
back to the manufacturer.
11Troubleshooting GuideHPT-3.6-EN-TSG
3 Problems with the Device
3.1 Hardware

Description Information Corrective Action
Wrong setting of the system time after an outage of the
supply voltage.
The internal battery for powering the clock during an
outage of the supply voltage is empty or defect.
The device is working properly with an empty clock battery. The
system time can be synchronized externally. Nevertheless you
might want to have the battery replaced. Please contact the
service-team.
Failure of a key. Send the device back to the manufacturer.
Only for Line Di󰅠erential devices: Failure of the 󰃡ber optic
port.
Verify the correct functionality of the 󰊎ber optic module by
performing a loopback test:
• Build a short direct connection between the RX and TX
ports of the 󰊎ber optic interface.
• During the loopback test, the device sends and receives
its own data, as if the data were sent by the remote
device. Therefore the di󰊍erential protection modules, the
Transfer Trip module or the Signal Transfer module might
trip during this test! Therefore we recommend to block
these modules (or their trip commands) during the test.
The 󰊎ber optic module is functioning if the following is ful󰊎lled:
• The value of [Operation / Status Display / Prot-Transfer /
ProtCom / Advanced States] »Operating Mode« is
“Loopback”.
• The counter [Operation / Status Display / Prot-Transfer /
ProtCom / State] »24h Err Cr« shows some constant value.
12 Troubleshooting Guide HPT-3.6-EN-TSG
3 Problems with the Device
3.1 Hardware

3.2 Operation of the Device
Description Information Corrective Action
The binary outputs or LEDs are in unexpected state. A binary output or an LED has been recon󰅡gured from
latched to unlatched.
Only until Release 3.5: The status of the binary output / LED
must be acknowledged once, if it had already been pending
before the recon󰊎guration.
(As of Release 3.6, no action is required.)
Independent of this, note that the set value of »t-O󰅠
Delay« has to elapse before the binary outputs / LEDs will
change their state.
Moreover, note that a latched state even »survives« a restart of
the device.
Missing text-labels (with the description of the LED
assignments) on the device front.
There is a template as a PDF 󰊎le, named
„HighPROTEC_Inserts_Bx.pdf“. This can be adapted and printed
out on adhesive labels.
The 󰊎le is available on the product DVD that was part of the
delivery. Moreover it can be directly downloaded from a
dedicated web address that is printed (as URL and QR code) on
a sticker glued to the housing of the device.
The device is set to the wrong language (e. g. English). All HighPROTEC devices are shipped with English
language being pre-set. You can select a di󰅠erent
language at any time.
Connect the relay to the supply voltage. After the relay has
completely booted, select [Device Para / HMI] »Menu
language« on the HMI and select a di󰊍erent language.
Smart view is set to the wrong language (e. g. English). You have installed Smart view with English language.
Now you want to switch to a di󰅠erent language.
Select [Settings / Language] within Smart view and select your
desired language. A window will pop up. This informs you that
the language will get activated after a restart of Smart view.
Accept this information, close and restart Smart view.
It is required to be able to acknowledge a latched LED
without entering a password.
As of HighPROTEC Release 3.6, the feature “Immediate
Acknowledgment by a Long Keypress” is set by default in a way
such that LEDs can be acknowledged (reset) by pressing
the »C« key for approx. 1 second, and this works without any
password entry. See the chapter “Acknowledgments” in the
Technical Manual.
It is required to be able to acknowledge a latched trip
without entering a password.
De󰊎ne a blank password for the access level Prot-Lv1. For a
blank password, there is no password query for this access
level.
But be aware that there are more settings associated with this
access level.
13Troubleshooting GuideHPT-3.6-EN-TSG
3 Problems with the Device
3.2 Operation of the Device

Description Information Corrective Action
You can 󰊎nd a general description of access levels in chapter
“Security” of the Technical Manual. Moreover, the Reference
Manual lists all parameters in tabular form with their respective
access level.
What is the default password? The factory-provided default passwords are as follows
• Access level passwords: “1234”.
• Connection passwords (as of HighPROTEC Release 3.6):
blank.
(See the chapter “Security” in the Technical Manual.)
How do I reset the password? Refer to the section “Password Forgotten” within the “Security”
chapter of the Technical Manual.
The connection password does not work. You have entered the wrong connection password. There is a password »USB connection« for the connection via
the USB interface, and there is another password »Remote
network connection« for a connection via network.
Which restrictions exist for an access-level password? The rules for an access-level password are as follows:
• only the digits 1, 2, 3, 4.
• max. 8 digits.
Which restrictions exist for a connection password? The rules for a connection password are di󰊍erent from an
access-level password:
• A connection password may be long (even more than 64
characters).
• A connection password may contain all printable (Unicode)
characters, incl. blanks.
14 Troubleshooting Guide HPT-3.6-EN-TSG
3 Problems with the Device
3.2 Operation of the Device

3.3 Parameter Settings
Description Information Corrective Action
Problems with the transfer of device parameters from one
protection device to another of the same type (e. g. MCA4).
You have con󰅡gured the parameters of a HighPROTEC
device. Now you want to transfer these parameters to
another device. This is possible if both devices are of
the same type, e. g. MCA4.
Read out the device parameters with Smart view from the 󰊎rst
device. Save them into a 󰊎le.
Now reopen this 󰊎le with Smart view. Adapt the settings to the
order code of the second device by selecting [Edit / Modify
Device Con󰊎guration (Typecode)...]. Select »Apply«. By this the
existing parameter 󰊎le is being converted to the format of the
second device.
Now there may be implausible parameters. These are marked
with a question mark and are not valid for this device type.
Please adapt the values of the implausible parameters.
Afterwards you can transfer the parameter settings to the
second device.
15Troubleshooting GuideHPT-3.6-EN-TSG
3 Problems with the Device
3.3 Parameter Settings

3.4 Protection and Control
Description Information Corrective Action
After 󰃡rst start-up of the protective device there is a
pending trip.
Two red LEDs are illuminated at the front of the HMI.
They indicate a trip and an alarm.
With the factory default settings the protection relay is
con󰊎gured with an undervoltage protection. Adapt the settings
of the undervoltage protection or remove this module from the
device project settings (if you do not need it). If you have any
problems with acknowledging the pending alarm, please refer
to “The binary outputs or LEDs are in unexpected state”.
The switchgears cannot be operated by SCADA
communication.
Set the [Control / General Settings] »Switching Authority« of
the device to either “Remote” or “Local and Remote”.
Problem with current and voltage measurement. The measured values of current and voltage show a
big 󰅢uctuation.
Adjust [Field Para / General Settings] »f« to the connected grid
frequency (50 Hz or 60 Hz).
The trip command is kept in latched state. A latched trip command has been recon󰅡gured from
latched to unlatched.
Only until Release 3.5: The status of the trip command must be
acknowledged once, if it had already been pending before the
recon󰊎guration.
(As of Release 3.6, no action is required.)
Independent of this, note that a latched trip command
even »survives« a restart of the device.
Binary outputs do not react. The contacts of the binary outputs do not open or
close. This can be checked by simulating a fault and
checking the binary output contacts with
measurement equipment.
Check the following issues:
• Acknowledge the binary outputs, if applicable.
• Is the status of the binary output forced to a dedicated
value? (The binary output can be overwritten for
commissioning purpose, see menu branch [Service / Test
(Prot inhibit)].)
• Is the correct parameter set active (1…4)?
• Is the required protection function active?
• Is overall protection active?
•Are the 󰊎eld parameters set correctly (CT ratio etc.)?
• Are the protection parameters set correctly (trip value, trip
time)?
•Is the assigned protection function blocked?
• Is the protection function's trip signal routed to the Trip-
Manager of the correct switchgear?
• Is the trip signal of the switchgear routed to the correct
binary output?
•Is the wiring correct?
16 Troubleshooting Guide HPT-3.6-EN-TSG
3 Problems with the Device
3.4 Protection and Control

Description Information Corrective Action
Failure of control from local or remote. Neither local nor remote switch commands succeed. Check the following issues:
• Is the switch command blocked?
• Is the wiring correct?
• Do you have switching authority?
Check the value of switching authority (“None”, “Local”,
“Remote”, “Local and Remote”).
• Is switching blocked by the synchro-check?
17Troubleshooting GuideHPT-3.6-EN-TSG
3 Problems with the Device
3.4 Protection and Control

3.5 Communication
Description Information Corrective Action
Failure of time synchronization. Check the following issues:
• Is the correct protocol for time synchronization selected
([Device Para / Time / TimeSync / TimeSync] »TimeSync«)?
• Is the timezone set correctly ([Device Para / Time /
Timezone] »Time Zones«)?
• Open the status page of the used protocol. Check, if the
module works correctly.
•IRIG‑B: Is the correct type (IRIGB-00x) selected ([Device
Para / Time / TimeSync / IRIG-B] »IRIG-B00X«)?
• SNTP: See next entry.
Failure of SNTP time synchronization. There is no SNTP signal for more than 120 seconds,
the SNTP status changes from “active” to “inactive”
and an entry in the Event Recorder is set.
The SNTP functionality can be checked in the [Operation /
Status Display / TimeSync / SNTP] menu.
If the SNTP status is not “active”, please proceed as follows:
• Check if the wiring is correct (Ethernet-cable connected).
• Check if a valid IP address is set in the device at [Device
Para / TCP/IP / TCP/IP con󰊎g].
• Check if the IP address of a valid NTP Server is set
([Device Para / Time / TimeSync / SNTP] »IP Byte1«…»IP
Byte4«)?
•Check if SNTP is used for time synchronization at [Device
Para / Time / TimeSync / TimeSync].
•Check if the Ethernet connection is active: [Device Para /
TCP/IP / TCP/IP con󰊎g] »Link« = “Up”?.
• Check if the SNTP server as well as the protection device
answers to a Ping.
• Check if the SNTP server is up and working.
Failure of the TCP/IP connection Check the following issues with your local IT:
• Does the device answer a “ping“ request?
• If the device and the PC are part of di󰊍erent subnets, the
gateway and subnet mask have to be set correctly within
the device ([Device Para / TCP/IP / TCP/IP con󰊎g] »TCP/IP
con󰅡g«).
• Is network communication blocked by a 󰊎rewall?
18 Troubleshooting Guide HPT-3.6-EN-TSG
3 Problems with the Device
3.5 Communication

Description Information Corrective Action
The USB COM port is not visible on the PC. It is not possible to connect Smart view, the Field
Device Installer or some other application to the
device via USB. The corresponding USB port (e. g.
COM 5) is not visible in the application.
Check the following issues:
•Smart view: Is a su󰊐ciently up-to-date version installed
(4.40 or higher)?
• Plug o󰊍 the USB cable from the protective device and plug
it in again. After 10 seconds try again to connect Smart
view (or Field Device Installer) to the relay.
• Restart your PC.
The USB COM port is visible, but no connection is
possible.
It is not possible to communicate with Smart view to
the relay via USB. The corresponding USB port (e. g.
COM 5) is available and has been selected correctly.
Check the following issues:
• Is Smart view access via USB enabled on the device?
Check the settings at [Device Para / Security /
Communication].
•Is the USB port of the PC still occupied by another
application (or program)? Close those applications.
• Is the protective device started up completely?
For older protective devices with RS232: Smart view does not
connect via RS232.
It is not possible to communicate with Smart view
from a PC to the device via RS232.
Use Smart view version 4.40 or higher.
If your PC does not have a serial port, you need a USB-to-serial-
adapter that has been approved by Woodward. (See Smart
view manual.) This has to be installed correctly.
Verify that your cable is a zero-modem cable (please refer to
the Smart view manual). A simple serial cable does not have
any 󰊏ow control lines. A connection is only possible with a zero-
modem cable.
Smart view cannot connect to the device although this has
been possible before using the same PC.
A connection between Smart view and device has
been possible before using the same PC. Now it is no
longer possible to connect to the device.
Check the following issues:
• Are the connection settings of Smart view correct (menu
[Settings / Device Connection...]? In case of Ethernet (TCP)
connection: Is the correct IP address selected?
•Is Smart view access enabled on the device? Check the
settings at [Device Para / Security / Communication].
• Check the wiring between PC and device.
•In case of Ethernet (TCP) connections: Is the TCP/IP
connection working? Refer to Failure of the TCP/IP
connection.
• Wait for 15 minutes and then try again to connect to the
device.
• Restart your PC and then try again to connect to the
device.
19Troubleshooting GuideHPT-3.6-EN-TSG
3 Problems with the Device
3.5 Communication

Description Information Corrective Action
No communication (data transfer) with Smart view
possible, even though a connection has been established.
Required TCP/IP ports are blocked by a 󰅡rewall. Make sure that no TCP/IP port in the range 52152 … 52163 is
blocked.
Line Di󰅠erential protection devices: Smart view remote
connection not possible.
Required TCP/IP ports are blocked by a 󰅡rewall, or the
remote connection is disabled by the device settings.
Check the following issues:
• Check the settings of your 󰊎rewall. Make sure that no
TCP/IP port in the range 52152 … 52163 is blocked.
• Check the settings of your local device: [Protection Para /
Global Prot Para / Prot-Transfer / ProtCom] »Use remote
access« has to be set to “active”.
• Check the settings of your remote device: Is Smart view
access via ProtCom enabled on the device? [Device Para /
Security / Communication] »Sm. view via ProtCom« has to
be set to “active”.
Line Di󰅠erential protection devices: Protection
Communication is not working.
The state of [Operation / Status Display / Prot-
Transfer / ProtCom / State] »Comm.Ok« is 0.
Check [Operation / Status Display / Prot-Transfer / ProtCom /
State] »Communication«:
• “Err (no RX)” or “Err (no TX)”
◦ Check the wiring.
◦ Verify that 󰊎ber optic line is connected to the correct
󰊎ber optic port.
• “Err (corrupt data)”
◦ The device is connected to a non-compatible (i. e.
non-HighPROTEC) device.
•“Err (incomp. IDs)”
◦ The device is connected to the wrong partner device,
or
◦check the setting value of [Protection Para / Global
Prot Para / Prot-Transfer / ProtCom] »Pair ID«.
•“Err (incomp. Freq)”
◦ The devices are con󰊎gured to di󰊍erent nominal
frequencies.
•“Err (incomp. FW)”
◦ The devices use di󰊍erent 󰊎rmware versions. Update
the 󰊎rmware.
•“Err (incomp. Sync 1)” or “Err (incomp. Sync 2)”
◦Fiber optic not plugged in correctly.
◦Fiber optic lines are too long.
◦Fiber optic lines are damaged.
◦Fiber optic connectors are damaged.
20 Troubleshooting Guide HPT-3.6-EN-TSG
3 Problems with the Device
3.5 Communication