RTR500B Series FAQs

Basic Items to be Checked:

• Can your PC access a network such as the Internet or a company LAN? (Can you connect to a web site with a browser, etc...)
  
• Is any part displayed in red (improper setting) on the transmission test screen?
  
• If you have access to different PC, try it and see what happens.

If the transmission method has been set to "E-mail" please check/try the following:

• Check to make sure the contents (Recipient Address, Mail Server Name, User ID, Password, and so on) of the [E-mail Settings] are correct.
  
• Using your usual e-mail software, make the same settings as made in the RTR500BC Settings Utility and see if mail can be sent and received properly.
  
• Check to make sure that the mail is not being blocked by a SPAM blocking program or function.
  
• Make sure that your router or firewall settings are not blocking the mail.

If the transmission method has been set to "FTP" please check/try the following:

• Check to make sure that the contents (FTP Server Name, User ID, Password, etc...) entered in [FTP Settings] are correct. If you are using T&D WebStorage Service the FTP Server Name is ftp.webstorage-service.com and the User ID and Password are the same as for when you login to T&D WebStorage Service.
  
• Check to make sure that the destination folder name specified in the [Current Readings / Warning Settings] Menu and/or the [Recorded Data Download Settings] Menu is correct.
  
• Using your usual FTP client software, make the same settings as made in the RTR500BC Settings Utility and see if you can send any files to your FTP server.
  
• Make sure that your router or firewall settings are not blocking the FTP Communication.

Yes, settings for this can be done in the RTR500BC Settings Utility under the [Recorded Data Download Settings] Menu.

Under [Transmission Method] by selecting "Do not Send" and by setting "Saving Recorded Data" to ON, the data will be saved to PC but not transmitted elsewhere.

Check the following:

• Is the battery cover on the back of the Remote Unit fully closed?
  (If light enters during communication, an error will occur.)
  
• Remove any obstacles blocking the optical communication areas.
  (Do not attach a tape or a sticker to the optical communication area even if it is transparent.)
  
• Is the Remote Unit properly placed on the Base Unit?
  (Make sure the slits in the Remote Unit fit tightly onto the ridges of the Base Unit.)
  
• Make sure there is sufficient battery power remaining in the Remote Unit.
  (Low battery will cause a communication error.)

• Make sure there is sufficient battery power remaining in the Remote Unit.
  (Low battery will cause a communication error.)
  
• Make sure there are no obstacles that block radio waves between the Base Unit and the Remote Unit.
  (For details see: [Please Read First]-[About Installing Wireless Devices])
  
• Try changing the frequency channels of RTR500B series units and/or any other wireless communication devices in the area.
  (To make changes after having finished registration, it is necessary to delete all Remote Units with the same frequency channel setting from the Registration List and then register them again.)
  
• If a Repeater is being used, check to make sure it is properly powered.
  (When running on the batteries only, low battery will cause a communication error. Use the AC adaptor to supply power.)
  
• Make sure there is no device that emits strong electromagnetic waves near the Base Unit, Remote Unit(s) and Repeater(s). (If there is, move them about 1 meter (3 feet) apart.)
  

The Current Readings Data (.xml) is not of the same format as Recorded Data and cannot be opened using T&D Graph. It can be viewed by creating a program for that purpose.

T&D can provide you with all of the necessary file format info for both recorded data (TRZ only) and current readings, as well as, communication specifications for RTR500BW and serial communication specs for RTR500BC. Please contact your local distributor.

• An optional serial communication cable "TR-07C" (sold separately) is necessary for serial communication with RTR500BC.

• Is RTR500BC Data Viewer running at the same time that is set for download?
  
• Is the Base Unit connected to the PC?
  
• Is there stable signal strength between the Base Unit and Remote Unit?
  
• In the Remote Unit Settings is [Auto Download] set to ON?
  

• Is RTR500BC Data Viewer always running constantly?
  
• Is the Base Unit connected to the PC?
  
• Is there stable signal strength between the Base Unit and Remote Unit?
  
• Try running a transmission test from the [Transmission Test] Menu in the RTR500BC Settings Utility and see if it is successful or not.

Check the Log
In the RTR500BC Data Viewer - [View] menu, open [View Log] to see if recorded data was sent or not.

Check the "Pause Polling" Function
In the RTR500BC Data Viewer - [Settings] menu, see if [Pause Polling] has a check mark next to it. If it does, remove the check mark by clicking on it. Periodic processes such as auto download of recorded data, monitoring of current readings and warning signals will be resumed.

The RTR500BC does not have an internal clock. When you set up a programmed recording start or when you download data, the date and time shown are taken from your computer's clock.

• Are the date and time of the PC to which the RTR500BC connected correct?
  (The RTR500BC does not have an internal clock and operates using the clock settings of your PC)
  
• Is RTR500BC Data Viewer running at the same time that is set for auto-download?
  
• Are there any errors in the Auto-Download Log?
  (In the RTR500BC Data Viewer, under the [View] Menu - open [View Log] to check the Auto-Download Log for errors. If an error has occurred, try testing the signal strength to check the communication capability with the Remote Unit.)

Also, if multiple processes are overlapped at the same time, the RTR500BC will determine the priority in the order of 1. Warning, 2. Current Readings, and 3. Recorded Data, so the time for auto-download may shift.

The default setting is in the "Documents" or "My Documents" folder under "TandD Corp\RTR500BC for Windows\data". Even if you manually download from the RTR500BC Data Viewer - [Communication] menu, unless otherwise specified that recorded data will be saved to the above folder.

• When data is downloaded via wireless communication (RTR500BC for Windows -[Communication] Menu-[Download Data (Wireless)])
  
• The Recording Interval Setting is very short (about 1 min or less)
  

When downloading from RTR-574 and RTR-576units, each downloading session for each channel is broken up into two successive parts. If the downloading interval is short, while the first part is being downloaded newly recorded additional data will be logged into the channels of the second part of the download but no data will exist for the first part.
The RTR500BC only outputs complete sets of "Recorded Data" in which data exists for both parts of the downloading session.
Therefore when the recording interval is short, the number of measurements logged in a Remote Unit may be more than the number of "Recorded Data" which was able to be downloaded.

An example of not refreshing at the set interval:
When the recording interval is set to 1 hour and current readings transmission interval is set to 10 min (The current reading will only be refreshed every hour upon a new recording).

1. Quit all applications and press [Ctrl]+[Shift]+[Esc] at the same time to open "Task Manager".

2. Click the [Startup] Tab to show a list of applications that are configured to run automatically when Windows starts.

   

3. Right click on [RTR500BC Windows] and from the menu select [Disable].

   

1. From the Windows Start button, click [Startup].

   

2. Right click on [RTR500BC Windows] and from the menu select [Delete].

   

To restore, quit RTR500BC for Windows and then overwrite the copied folder to the above folder.

Yes, battery levels can be checked using the following methods:

Remote Units / Repeaters: [Wireless Route Settings] Menu
In the settings application for the Base Unit you are using, in the [Wireless Route Settings] menu, click on [Test Signal Strength]. A message will be displayed for devices with low battery power.

Remote Units: Via Web Browser
You can check in the [Data View] tab of T&D WebStrorage Service.
Refer to [T&D WebStorage Service]-[Data View]

Remote Units: Current Readings Monitoring Window
You can check the battery level of Remote Units in the Current Readings Monitoring Window. Refer to [RTR500BC for Windows]-[RTR500BC Data Viewer]-[View]-[Monitor Current Readings]

Remote Units: Warning Report Mail
By setting [Battery Warning] as a condition for warning transmission, you can receive a notification email when the Remote Unit's battery level is low. Refer to [RTR500BC for Windows]-[Software Operational Settings]-[Current Readings / Warning Monitoring Settings]

Repeaters: Check via PC
Connect the Repeater to a PC by USB cable and in the settings application for the Base Unit you are using you can get Repeater information.

In the RTR500BC Settings Utility from the [Tools] Menu select [Initialize Base Unit / Repeater] and follow directions.

Basic Items to be Checked:

• Make sure the RTR500BW is connected to a network (check the LED display)
  
• Check to make sure there are no physical problems such as a disconnected LAN cable, trouble with the HUB, the router or the wireless LAN access point.
  
• In the transmission test screen are there any parts in red (improper setting)?
  
• Are there any entry mistakes in [Network Settings]?

If the transmission method has been set to "HTTP" please check the following:

• Make sure all entries in [HTTP Settings] are correct.
  
• Does your network environment require a proxy?
  (Communication via proxy server is not supported.)

If the transmission method has been set to "FTP" please check the following:

• Are there any entry mistakes in [FTP settings]?
  
• Is communication possible using the same settings with FTP client software?
  
• Is FTP communication blocked by firewall settings in the router?
  

If you can't solve this problem after checking the above, contact your provider or HTTP(S)/ FTP Server administrator.
If after checking all of the above and making any necessary changes there is still no improvement, please contact your local distributor.

Example: When the subnet mask for the PC connected to the LAN is "255.255.255.0" and the IP address is "192.168.100.1"

The subnet mask should be set the same as the PC: "255.255.255.0"
The IP address should be set to 192.168.100.***.

• Make sure to set the last three digits,***, to a number between 2-254 that is not the same as any other computer connected in your network.
  

Entries will depend upon your network environment.
Please contact your network administrator for details.

Wireless LAN Channel Number
To help avoid interference and reduce the chances of poor wireless LAN transmission, bandwidth to be used by each device is allocated and this is called a "Channel".
Assign a channel to be used by the RTR500BW for wireless LAN communication.

Wireless LAN SSID
Enter the name of the wireless LAN access point to be used for communication.

Security Mode This refers to a standard for encrypting contents of communication. Make sure to assign it in conjunction with the access point being used.
RTR500BW devices can use WEP64, WEP128, WPA-TKIP, and WPA2-AES.

WEP Key
This is a password necessary when using WEP 64/128 as the security mode for the wireless LAN.
Make sure to enter it in coordination with the Wireless LAN Access Point Settings.

Pre Shared Key This is a password necessary when using WPA-TKIP or WPA2-AES as the security mode for the wireless LAN.
Make sure to enter it in coordination with the Wireless LAN Access Point Settings.

Here is how to check from the smartphone app:
To check the firmware version of the RTR500BW, tap on the target device from either [Nearby Devices] or [WebStorage] tab, and open [System] to view the device info.
To check the version of the app, in the top screen tap on the menu icon () at the top left.

• Make sure there is sufficient battery power remaining in the Remote Unit.
  (Low battery will cause a communication error.)
  
• Make sure there are no obstacles that block radio waves between the Base Unit and the Remote Unit.
  (For details see: [Please Read First]-[About Installing Wireless Devices])
  
• Try changing the frequency channels of RTR500B series units and/or any other wireless communication devices in the area.
  (To make changes after having finished registration, it is necessary to delete all Remote Units with the same frequency channel setting from the Registration List and then register them again.)
  
• If a Repeater is being used, check to make sure it is properly powered.
  (When running on the batteries only, low battery will cause a communication error. Use the AC adaptor to supply power.)
  
• Make sure there is no device that emits strong electromagnetic waves near the Base Unit, Remote Unit(s) and Repeater(s). (If there is, move them about 1 meter (3 feet) apart.)
  

The Current Readings Data (.xml) is not of the same format as Recorded Data and cannot be opened using T&D Graph. It can be viewed by creating a program for that purpose.

T&D can provide you with all of the necessary file format info for both recorded data (TRZ only) and current readings, as well as, communication specifications for RTR500BW and serial communication specs for RTR500BC. Please contact your local distributor.

• An optional serial communication cable "TR-07C" (sold separately) is necessary for serial communication with RTR500BC.

Check the following:

• Is the battery cover on the back of the Remote Unit fully closed?
  (If light enters during communication, an error will occur.)
  
• Remove any obstacles blocking the optical communication areas.
  (Do not attach a tape or a sticker to the optical communication area even if it is transparent.)
  
• Is the Remote Unit properly placed on the Base Unit?
  (Make sure the slits in the Remote Unit fit tightly onto the ridges of the Base Unit.)
  
• Make sure there is sufficient battery power remaining in the Remote Unit.
  (Low battery will cause a communication error.)

Check and/or try the following:

• Make sure the RTR500BW is properly powered.
  (Use the AC adaptor or PoE to power the unit.)
  
• Make sure the RTR500BW is connected to a network.
  (Check the status of the LED Display and if network communication is not available, please refer to [Q. I can't seem to connect the RTR500BW to my network, what should I do?])
  
• Make sure the PC being used and the RTR500BW are connected within the same network.
  (If the PC and RTR500BW are connected to separate networks, you will not be able to get a response from the Base Unit by searching the network that the computer is connected to. Nor will there be a response when search broadcasts are set to be filtered by network devices such as hubs. See if a connection can be made by setting an appropriate fixed IP address and gateway address to the RTR500BW, and in the main window of the Settings Utility under the [Operations] menu - [Search Network Settings], add the same fixed IP settings entered in the RTR500BW.)

Check and/or try the following:

• Make sure the RTR500BW is not connected to your PC via USB.
  (While it is connected to a PC with a USB cable, Recorded Data, Warning Reports and Current Readings can not be retrieved or sent.)
  
• Make sure the RTR500BW is properly powered.
  (Use the AC adaptor or PoE to power the unit.)
  
• Make sure the RTR500BW is connected to a network.
  (Check the status of the LED Display and if network communication is not available, please refer to [Q. I can't seem to connect the RTR500BW to my network, what should I do?])
  
• Check transmission test results and error codes.
  (Perform a transmission test and check the error codes for causes of the problem. Refer to the Error Code List.)
  
• Check the transmission schedule.
  (Check to make sure that the schedules for transmitting Current Readings and Recorded Data are set as intended. Transmission Test data has no effect on data in T&D WebStorage Service.)
  
• Check Remote Unit Settings.
  (Make sure the warning limit and judgment time settings are correct. If only recorded data is not being sent, check the [Transmission of Recorded Data] in the Remote Unit Settings, and make sure it is turned ON.)

If after trying the above the problem is not solved, consult your network administrator.

Check and/or try the following:

• Make sure the RTR500BW is properly powered.
  (Use the AC adaptor or PoE to power the unit.)
  
• Make sure the Network Settings are correct.
  
• Make sure the RTR500BW is not connected to your PC via USB.
  (While it is connected to a PC with a USB cable, Recorded Data, Warning Reports and Current Readings can not be retrieved or sent.)
  
• Check for problems such as LAN cable disconnection or trouble with the modem, HUB, or router.
  (Check the status and try plugging and unplugging the LAN cable or restarting your network devices.)
  
• Make sure the router's DHCP server is enabled.
  
• If MAC address filtering is enabled on the router or access point, it is necessary to first register the MAC address of your Base Unit.
  (The Base Unit MAC address can be found in the [Settings Table] menu of the Settings Utility.)

If a wireless LAN is being used, please check/try the following:

• Try restarting your computer or mobile device.
  
• Check for problems such as wireless LAN access point, modem or router.
  (Read the user's manual for your network devices and try restarting or power cycling them.)
  
• Check or change the network settings.
  (Check for incorrect entries. If there are more than one SSID (network) available, try using a different one.)
  
• Try adjusting the position of the RTR500BW.
  (Move it closer to the access point.)
  
• The number of devices connected to the router may be exceeding the limit.

If you open the app and nearby Base Units do not show up in the [Nearby Devices] list, or the registered devices do not show up in the [Device List], please check the following:

Base Unit / Repeater / Remote Unit

• Make sure the Remote Unit has batteries installed with sufficient power remaining.
  (Low battery will cause a communication error.)
  
• Make sure the Base Unit / Repeater is properly powered by the AC adaptor.
  (The Base Unit's power LED should be on.)
  
• Make sure Bluetooth is enabled in the device settings for each Base Unit, Repeater and Remote Unit.
  
• The device may not show up because it is communicating with another device via Bluetooth.

iOS Device Settings

• Control Center > Turn on Bluetooth (https://support.apple.com/)
• Settings > Turn on Bluetooth
  
• Settings > Privacy > Bluetooth > Turn on 500B Utility
  
• App list in Settings > 500B Utility > Turn on Bluetooth
  

Check the following:

• Is the battery cover on the back of the Remote Unit fully closed?
  (If light enters during communication, an error will occur.)
  
• Remove any obstacles blocking the optical communication areas.
  (Do not attach a tape or a sticker to the optical communication area even if it is transparent.)
  
• Is the Remote Unit properly placed on the Base Unit?
  (Make sure the slits in the Remote Unit fit tightly onto the ridges of the Base Unit.)
  
• Make sure there is sufficient battery power remaining in the Remote Unit.
  (Low battery will cause a communication error.)

• Have you registered the Base Unit to T&D WebStorage Service?
  (To monitor for warnings with RTR500BW, log into T&D WebStorage Service and register the Base Unit from the [Device Settings] window. If you plan to use more than one Base Unit, you must register them one at a time. Refer to: [How to Use the T&D WebStorage Service] -[Device Settings])
  
• Is the address correct?
  
• Are there any settings to reject reception such as a junk mail filter?
  (If there are settings make sure that the T&D WebStorage Service domain <@webstorage-service.com> is added to those domains from which mail is accepted.)
  

Check and/or try the following:

• Make sure the RTR500BW is properly powered.
  (Use the AC adaptor or PoE to power the unit.)
  
• Make sure the Network Settings are correct.
  
• Make sure the RTR500BW is not connected to your PC via USB.
  (While it is connected to a PC with a USB cable, Recorded Data, Warning Reports and Current Readings can not be retrieved or sent.)
  
• Check for problems such as LAN cable disconnection or trouble with the modem, HUB, or router.
  (Check the status and try plugging and unplugging the LAN cable or restarting your network devices.)
  
• Make sure the router's DHCP server is enabled.
  
• If MAC address filtering is enabled on the router or access point, it is necessary to first register the MAC address of your Base Unit.
  (The Base Unit MAC address can be found in the [Settings Table] menu of the Settings Utility.)

If a wireless LAN is being used, please check/try the following:

• Try restarting your computer or mobile device.
  
• Check for problems such as wireless LAN access point, modem or router.
  (Read the user's manual for your network devices and try restarting or power cycling them.)
  
• Check or change the network settings.
  (Check for incorrect entries. If there are more than one SSID (network) available, try using a different one.)
  
• Try adjusting the position of the RTR500BW.
  (Move it closer to the access point.)
  
• The number of devices connected to the router may be exceeding the limit.

• Have you registered the Base Unit to T&D WebStorage Service?
  (To monitor for warnings with RTR500BW, log into T&D WebStorage Service and register the Base Unit from the [Device Settings] window. If you plan to use more than one Base Unit, you must register them one at a time. Refer to: [How to Use the T&D WebStorage Service] -[Device Settings])
  
• Is the address correct?
  
• Are there any settings to reject reception such as a junk mail filter?
  (If there are settings make sure that the T&D WebStorage Service domain <@webstorage-service.com> is added to those domains from which mail is accepted.)
  

If you can't remember or have lost your password, please get a new one reissued at T&D WebStorage Service.

It is possible when using a web browser to share data by creating a Read-Only account.

These can be created in T&D WebStorage Service under [Account] Menu - [Read-Only Account Settings].
With a Read-Only account it is possible to view data but it is not possible to delete data or make any settings changes.

Check the following:

• Have you registered the Base Unit to T&D WebStorage Service?
  (To view the data uploaded by the RTR500BW, log into T&D WebStorage Service and register the Base Unit from the [Device Settings] window. If you plan to use more than one Base Unit, you must register them one at a time. Refer to: [How to Use the T&D WebStorage Service] -[Device Settings])
  
• Check for problems such as a broken or unplugged LAN cable, or trouble with the access point, HUB, or router.
  

You can make settings from T&D WebStorage Service under [Account] Menu - [Set Warning Recipients]. In addition to the e-mail account you used to register, you can add up to 3 other email addresses.

(For details see: [How to Use the T&D WebStorage Service]-[Alert View])

With T&D WebStorage Service, it is not possible to increase the number of recipients or filter and send using specific conditions. But if you set the address to a cloud-compatible mail service (Gmail, Outlook, etc.), the filtering function of that mail service can be used and mail can be forwarded to more addresses. Since forwarding is not done via a PC, you can use it as if you were increasing the number of recipients.

Also, if you specify an e-mail address with the filter function of the e-mail service and create a filter using a specific word such as the name of the installation location, Remote Unit name, or type of warning, it is possible to send mail to a specific address depending upon the set conditions.