How do I troubleshoot a red status light on an enclosure?

Troubleshooting Steps for a Red Status Light for Enclosure/ Disconnected Scanner (Enterprise)

Steps to take:

• Have pharmacy staff check the all of the wired connections- All connections to the back of the computer monitor.
  • Turn the computer off.
  • Start from the outlet that the enclosure is plugged into, have the staff be sure that the outlet is working.
  • Unplug the power cord from the outlet.
  • Moving up the cord, have them unplug the cord from the power supply “black box” and plug it back in securely.
  • Plug in the power cord securely to the outlet or power strip.
    • If it is connected to a power strip, still have the staff check the outlet from the wall and the outlet from the power strip to be sure they are working AND make sure that the power strip is turned on.
  • Unplug the enclosure data cord that should be plugged directly into the back of the computer monitor. Leave it out for about 30 seconds.
  • Plug enclosure data cord back in securely.
  • Reseat all other cords to the back of the computer.
  • Turn computer back on.
  • Be sure WIFI is turned off in the system should be on a wired connection.
  • Ensure the IGES service is running, to do this
    Search: Services > Run as Administrator > Find IGEnclosureServices > Right click on services > Be sure IG Services is running.
    
    • This is something that can be checked first, if the services say “starting”, “stopped”, or “paused” the services will need restarted.
    • If restarting the service does not change the status you may need to view the properties and set the service to “Disabled”, then restart the computer. This will prevent the service from trying to start when the computer reboots.
    • Additionally, if the process is stuck at starting and will not let you stop it or restart it. You can run Command Prompt as an administrator and then use the “tasklist” command to find the PID for “EnclosureWindowsService.exe” and then use “taskkill -PID [PID] /f” to force stop the service.
      
      Close and reopen the services window to refresh the list and you should now see IGEnclosureService status is blank since it is no longer running.
      You can then attempt to restart the service again.
    • Make sure to reenable the IGES service if you needed to disable it during troubleshooting.
    • Check Control Panel to view the network connections:
      Search: Control Panel > Select “Network and Internet” > Select “Network and Sharing Center” > select “Cange Adapter Settings” on the left-hand side.
    • The Axis USB to Gigabit Ethernet is the actual Ethernet connection to the USB adapter
    • The Scanner connection should show up as “Scanner” if not it will be the connection that says, “Unidentified Network” and is the Intel(R) Ethernet Connection”
    • Ensure that both connections are active and working and that they do not have a red X or say disabled or unavailable.
  • Confirm the unit has been redeployed to the correct environment (Leo or Dev team can assist). “Just a quick clarification on the process, for a unit to show up correctly, client services system administrator or someone from the Dev team needs to redeploy it to the right environment. If the enclosure status indicator is red, it typically means either the unit hasn’t been added to the Admin Tool for that environment or the Serial Number doesn’t match the actual computer name.

E.G.) In this case, IG02363 was already listed under Rady in the Admin Tool, so I suspected a naming mismatch. After remoting in, I saw the computer name was set to IG02363CA. I updated it to match, restarted the device, and the light turned green.”

• Check if the unit is listed in the Admin Tool for that environment.
• If it exists, verify that the Serial Number in the Admin Tool matches the actual computer name.
• If there’s a mismatch, update the computer name to match the Serial Number.
• Restart the computer, the status indicator should turn green if everything is aligned.