TS7
5 Appendix―Troubleshooting
This appendix provides some guidance for troubleshooting typical problems found with using the Debug Adapter
(ISA3).
5.1 Cannot connect to Debug Adapter (ISA3)
A common problem is not being able to connect to the Debug Adapter (ISA3) via Ember Desktop. This could be
caused by any number of the following issues:
- Debug Adapter (ISA3) is not connected via Ethernet to the proper network.
- Debug Adapter (ISA3) is configured for static IP rather than DHCP or vice versa.
- Ember Desktop is not configured to scan the proper network subnet for devices.
If all of these settings are believed to be correct and you are still having issues connecting to the Debug Adapter
(ISA3), follow the following steps to gather more information about the problem:
1. Disconnect all cables from the Debug Adapter (ISA3).
2. Power the Debug Adapter (ISA3) via USB cable from PC.
3. What is the state of the Debug Adapter (ISA3) Debug LEDs?
a. Normal operation is green power LED on, yellow activity LED blinking or heartbeat, red status LED
off, and orange target LED on or off depending on state of Target Power Select Switch (LED on for
INT setting, off for EXT setting).
4. If the green power LED is on, the yellow activity LED is on solid (not blinking), and you can toggle the
Target Power Select switch without affecting the orange Target LED, you are in bootloader mode. In this
case, try step 5, as this should then install firmware.
5. Issue “em3xx_isa” on command line.
a. Does the command output show a valid USB connection to the Debug Adapter (ISA3) or no valid
connection (“Error: Failed to connect to InSight Adapter”)?
b. If there is a valid USB connection and configuration information is displayed, please provide this
information to us. In the case of yellow activity LED solid in 4 above, you should also see firmware
installed.
c. If there is no valid USB connection, try “em3xx_isa --usb x”, where x is 1, 2, and 3, to be sure that
the USB address was not changed from the default address of 0.
i. If a valid USB connection is found on USB address 1, 2, or 3, you can change this back to
the default USB address of 0 by issuing the command “em3xx_isa --admin “usbaddr set 0””
and then power cycling the ISA3.
d. If there is no valid USB connection on any of the 4 valid USB addresses (0 through 3), please open
a ZigBee Portal Support case describing this issue and provide us with the MAC Address on the
bottom-side of the unit The MAC address allows us to look up the warranty information for this
unit.
6. If only the Debug Adapter (ISA3) green power LED is on, this suggests that the firmware is not booting up.
In this case, try the following:
a. Disconnect USB cable from the Debug Adapter (ISA3).
b. Using a paper clip, press and hold the button to the left of the Packet Trace Port connector (this is
the factory defaults button), accessible through the hole/cutout in the plastics.
c. While continuing to hold this button pressed, power the Debug Adapter (ISA3) with the USB cable,
holding the button for at least 5 seconds (10 for good measure). This will force the Debug Adapter
(ISA3) to boot up in its bootloader.
d. Release the button.
e. Issue “em3xx_isa” on command line.
i. You should now see bootloader detected and firmware will be installed onto the Debug
Adapter (ISA3).
ii. When the firmware upload is complete, LED operation should now be normal (per 3a
above).
7. If the LED operation is normal, please attach the Packet Trace Port cable to the Debug Adapter (ISA3) and
an EM35x module to the target end of the Packet Trace Port cable. Move the Target Power Select Switch
to INT if it is not already in this position.
12 Rev. 1.0