AdQue Help : Site Connection Status

What do the colors mean?

	Site connected in the last 0-1 hours.
	Site connected in the last 1-12 hours.
	Site connected in the last 12-24 hours.
	Site has not connected in over 24 hours.
	Site has never connected.
	Unit is in transit.

Troubleshooting

If your AdQue System is offline, please review the following troubleshooting information. Some activities require access to the AdQue computer.

Two common scenarios are (1) the AdQue computer is not running at all and nothing appears on the display screens, and (2) the AdQue computer is running and images are appearing on the display screens. These scenarios are discussed below.

1. If the AdQue computer is not running at all, see if it can be turned on.

• Briefly push the power button and watch for flashing lights typical for a computer startup. Are any fans running?
• If there is no activity whatsoever, verify that the computer is plugged into a working AC outlet. Try a different power outlet. See if the power supply rocker switch (on the back of the computer) is in the ON position (the I icon is depressed and the O is raised).
• If the above actions have no effect, then additional troubleshooting will be required, usually involving your organization’s IS or IT department. Data Concepts is available for assistance in troubleshooting the problem. Please contact John Potter at fjp@adque.com or by calling 877.246.7587 x216.

2. If the AdQue computer is running and images are appearing on the displays, then a simple reboot may restore Internet connectivity.
   • To reboot, press the Reset button or push the Power button in and hold for about seven seconds, then release. After a moment, press the Power button again to restart the computer. Lights should flash, the fans should run, and the Windows splash screen will appear on displays, followed by Windows Desktop and then the AdQue messages.
   • After a reboot, the AdQue computer will attempt to connect to the AdQue Web server. The connection color will turn green within 20 minutes after the reboot. You may need to refresh your browser to see the change. You can verify the connectivity by contacting John Potter at fjp@adque.com or by calling 877.246.7587 x216.
   • If a reboot does not restore connectivity, then additional troubleshooting will be required by your technical staff. Possible causes for the problem include the following:
     • Change in DNS server.
     • Change in proxy server.
     • Change in network address schema.
     • New firewall rules.
     • Disconnected or faulty network cable or other hardware (e.g., bad switch port)

• Advanced troubleshooting suggestions:
  • Try to “ping” the AdQue computer. If it responds to a ping command, then it is on the LAN and is available for a remote desktop connection. Contact Data Concepts for the username and password credentials, and for procedures on how to stop AdQue software so that troubleshooting can proceed.
  • If the computer does not respond to a ping command, then a site visit will probably be necessary. Look for flashing lights on the network interface card. No lights can indicate a problem with the switch or network cable.
  • The AdQue computer Windows Desktop can be accessed directly if you have a USB keyboard and mouse, and a local monitor.
  • Refer to the 3x5 card in the plastic slipcover on the computer case. It provides a picture of the hardware connections at the back plane and add-in cards. Attach your local monitor to the CH 1 video port as your initial video connection.
  •  Note that these instructions apply to the most common types of AdQue computers. If you have a micro-PC or a rack-mount chassis, you may need special instructions. Please contact Data Concepts for additional assistance.