Support - WSI and Socket I/O Card Troubleshooting

Before any troubleshooting begins, make sure the customer is in Windows mode and that the WSI receiver is NOT connected to the I/O card. Making sure the receiver is not connected is very important, but at the same time causes a problem because most cockpits have the I/O card hard wired to the receiver in which the only other option is to make sure the receiver is not turned powered.

The customer MUST HAVE an active subscription to WSI in order to receiver any live data. If the customer has not activated his WSI subscription, we can only make sure the card is configured correctly.

If changes are made to the COM ports in Hi-Speed COM tools, you must remove I/O card using the "Unplug or Eject Hardware" option in the system tray, and then restart the computer. Disregarding this step or leaving the card attached to the computer and the restarting can cause some weird behavior, such as the a Dual I/O card showing up as a Single I/O or the card in the Hi-Speed COM tools or the card simply may not initializing or accept the changes correctly.

Verify software and card version first

What WSI software version is the customer running? (found on the "Status Overview page")

What type (single/dual) and version (E,F,H) of I/O card are they using?

Verify COM port settings on for I/O card and WSI

What COM port is the I/O card using? (check this through hi-speed com tools in control panel or through system tray.)

Does the COM port configuration in WSI match the COM port in hi-speed com tools?

Our EFB's are set to COM 5 for weather and COM 4 for GPS by default

Test everything

Make sure the COM ports match as stated above and then run WSI.

Go to the the "Status Overview" page and look next to "Receiver."

The following is what it should read next to receiver...

*If I/O card is configured correctly, but not connected to receiver: "Receiver status unknown" (Yellow)

*If I/O card is configured correctly, connected to receiver but without power "Receiver not responding, check cables and power"(Red)

*If I/O card is configured correctly, connected to receiver with power: "Locked: BER nominal" (Green)

*If I/O card is not configured properly: "Failed to open port: COM X" (red)

(The colors correspond to the colors you should see next to the receiver listing)

One thing to mention and is a good sign the I/O card is configured correctly is that once you run WSI and say "yes" to the software agreement, the "Status Overview" page should pop up for a split second and then it will go directly to the "Current Conditions" page. If the I/O card is not configured properly, it will NOT go automatically to the "Current Conditions" page.

Troubleshooting

It says "Failed to open port: COM X" in WSI...

Get out of WSI and then restart WSI and check it again.
Restart computer and check it again.
Change COM port in Hi-Speed COM tools and WSI configuration, remove card properly, restart computer, and then check it again.
Make sure that the WSI COM port setting and GPS COM port getting in WSI configuration are not trying to use the same COM port.

It says "Receiver not responding, check cables and power"

Make sure WSI receiver is getting power.
Make sure customer has an active subscription to WSI.
Check cable connections.
Restart computer and try again.

I/O card is showing up as a different card in Hi-Speed COM tools...

Check I/O card revision.
Remove I/O card properly, restart computer and try again.

It says "Locked: BER nominal" but no weather is showing up on the map...

Make sure customer has activated his subscription to WSI.
Make sure plane is not in hangar.
Have customer call WSI.

I am trying to change COM port but it says "in use"...

Find a COM port that is not in use.
Use the COM port anyway by selecting "yes" when it tells you it is already in use.

Customer has wrong version of WSI software...

Give customer link to WSI website and instruct them to download and install latest software.

Customer has wrong I/O card revision...

Check stock for I/O card with correct revision and do an even swap is their card has not been modified.
Have customer send computer and I/O card to ADR for proper configuring.

(remember to remove card properly, and restart computer before testing any COM port changes.)