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Entry type: FAQ Entry ID: 16529133, Entry date: 11/20/2014
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Which details does Technical Support need regarding requests about SIMATIC PCS 7?

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This entry provides a compilation of frequently asked questions about SIMATIC PCS 7 and a list of the information required by the Technical Support.

To be able to respond to a service request Technical Support needs a precise description of the issue concerned

Refer also to the information and notes in the manuals below.
  

Manual Service Support and Diagnostics - 
PCS 7 Version 
Entry ID
V9.0109746550 
V8.2109485965
V8.1 SP1 90682682
V8.1 109476172 
V8.0 SP1 / SP2 68157287 
V8.0 Upd161187456 
V7.1 36195904 
V7.0 SP127002500 

 Table 01
  

1. General information required

The following information is essential for ensuring that your request is processed quickly.

  • The exact wording of any error messages that are displayed.
  • Configuration or topology of the system (server, clients, PLC). If Technical Support needs the precise system configuration in NetPro, then please proceed as described in Point 8.
    Procedure Open the project / multiproject in the SIMATIC Manager. In Component View, expand all levels. Make a screenshot of the left window pane. (Use multiple screenshots if the configuration does not fit on one screen.)

The following information needs to be obtained from each computer concerned with the support request (for example, if the issue involves loading the OS server from the ES, the following information is needed from both computers):

  • Versions of PCS 7 and all SIMATIC software installed.
    Procedure: Select START > SIMATIC > Information > Installed Software > Products tab. Use the "Export" button to save the information in a CSV file.
  • Details about the operating system (version, service pack).
    Procedure: Right-click MyComputer and select "Properties".
  • Details about the Internet Explorer (version, service pack).
    Procedure: Open Internet Explorer and select Help > About Internet Explorer.
  • Details about additional software installed (non-SIEMENS software).
    Procedure Select "Start > Settings > Control Panel > Software". Create a list of all the programs installed along with their versions (without SIMATIC and Windows programs).
      


2. License error message

In rare situations it is possible that the system does not correctly identify an installed license. If the license error message relates to a component whose license/authorization is installed, the authorization/license in question should be copied back to the authorization/license disk or USB stick first and then be transferred back to the hard drive.
If this does not work, the following information is required in order to diagnose the cause.

    2.1. For all license errors

  • List of all SIMATIC licenses installed on the computer in question.
    Procedure: Open the License Manager under "Start > SIMATIC > License Management > Automation License Manager". Open "File > Export... and create a .CSV file.

    2.2. License errors in WinCC

  • Copy the files "License.log", "License_Info.log" (PCS7 V7.0 or higher) and "License.bak" files (if present) from the "...Siemens\WinCC\Diagnostics" folder.

    2.3 License errors in SIMATIC PDM

  • Check the number of devices actually configured.
    Procedure: In the SIMATIC Manager, you open the Process Devices Plant View and count the number of devices.
      


3. Communication problems

The following information is required:

    3.1. Communication problems in WinCC

  • If Lifebeat Monitoring / ASSET Management is configured, the status of all connections.
  • Under Siemens\WinCC\Diagnostics, the diagnostic files from each computer concerned with this issue (if possible, compress the files before sending, as *.zip archive, for example).
  • The Event Viewer of Windows (for procedure refer to Entry ID 15386411).

    3.1.1 Communication problems between PLC and OS

  • The status of the connections in WinCC under Start > SIMATIC > WinCC > Tools > Channel Diagnosis.

    3.1.2 Communication problems between OS servers and clients

  • The status of the connections in WinCC Explorer under "Tools > Status of Server/Client Connections".

    3.2. Communication problems in PDM
In case of communication queries related to the SIMATIC PDM software package, additional information is required on the points listed below.

  • Checking the connection with the station using Lifelist or Longaddr (routing cannot be used here).
  • Turn on communication protocol logging and repeat the communications test.
    Procedure: In the PDM, mark the communications log under "Tools > Settings... > Log as Debug Log. You can view the log under Tools > Open log.
  • The Event Viewer of Windows (for procedure refer to Entry ID 15386411).

    3.3. Communication problems in the PLC

  • Which LEDs are flashing or lit on the CPU and CP443-1.
  • The diagnostics buffer of CP443-1.
  • The diagnostics buffer of the CPU.
  • The Event Viewer of Windows (for procedure refer to Entry ID 15386411).
      


4. Compilation problems

    4.1 CFC chart compilation problems

  • Save the compilation log.
    Procedure: In the CFC Editor, select Options > Logs... and open the Log function. Select the "Compile" tab and then select "No filter" under "Filter" and save the log to a file via the "Save..." button.

    4.2 OS compilation problems

  • Save the transfer.log file from your project path.
      


5. PLC faults

    5.1 CPU fault

  • Save the diagnostics buffer in *.txt and *HEX.txt formats under "PLC > Diagnostics/Settings > Module Status".
    Procedure: Go online and select the CPU concerned in the SIMATIC Manager. Under PLC > Diagnostics/Settings > Module Status, you select the "Diagnostics Buffer" tab. Select "Save As..." and save the entries as a *.TXT file. Select "Settings...", mark the box for "Output event information in hexadecimal format", and confirm with "OK". Select "Save As..." and save the entries as a *HEX.TXT file.
  • Precise details about when the fault occurred or whether a specific action was performed at that time (PLC > Load, for example).
  • If you have a redundant H system, and the CPU fault is due to a synchronization issue, save the diagnostics buffer of both CPUs.

    5.2 CP fault

  • Save information from the CP's diagnostics buffer or from the CP's special diagnostics.
    Procedure: Go online and select the CP concerned in the SIMATIC Manager. Under PLC > Diagnostics/Settings > Module Status, you select the "Diagnostics Buffer" tab. Select "Save As..." and save the entries as a *.TXT file. Select "Settings...", mark the box for "Output event information in hexadecimal format", and confirm with "OK". Select "Save As..." and save the entries as a *HEX.TXT file.
  • Precise details about when the fault occurred or whether a specific action was performed at that time (PLC > Load, for example).

    5.3 IM153 fault

    5.3.1 IM153 DP

  • Screenshot of the IM153 DP Slave Diagnostics
    Procedure: In "HW Config", go online and select the IM153 in the HW Config. Under PLC > Module Status > DP Slave Diagnostics, you open the diagnostics file. Create a screenshot.
  • Precise details about when the fault occurred or whether a specific action was performed at that time (PLC > Load, for example)


    5.3.2 IM153 PROFINET I/O

  • Screenshot of the IM153 IO-Device Diagnostics
    Procedure: In "HW Config", go online and select the IM153 in the HW Config. Under PLC > Module Status > IO-Device Diagnostics, you open the diagnostics file. Create a screenshot.
  • Precise details about when the fault occurred or whether a specific action was performed at that time (PLC > Load, for example).



6. Time synchronization

On the subject of time synchronization in PCS 7, please also refer to the FAQs in Entry ID 86535497 and the information and notes in the manuals below.
     

Manual Time Synchronization  - 
PCS 7 Version 
 Entry ID
V9.0109746544 
V8.2109485963
V8.1/ 
V8.1 SP1 
90682531 
V8.0 SP1/
V8.0 SP2
75734232 
V8.0 Upd161189664 
V8.057265478 
V7.136195862 
 Table 02    
  
  • Is time synchronization configured on all stations in the PCS 7 system?
  • What is configured as the time master?
  • Which bus is being used for time synchronization?
  • Is PCS 7 being used in a Windows domain?
      


7. Error messages from PCS 7 components/processes or operating system error messages

If an error occurs in a PCS 7 application or a process, initially a precise description of the error behavior or wording (or screenshot) of the error message is of particular interest. The files listed below are required for more detailed analysis.

  • Send all the files from the "Siemens\WinCC\Diagnostics" folder.
  • If there are communications problems between OS clients and OS servers, send all the files from the "Siemens\Common\ace\bin\Diagnosis" folder.
  • If errors occur on the Central Archive Server (PCS 7 V6.1), send the appropriate XML files from the "Siemens\StoragePlus\logs" path.
  • The Event Viewer of Windows (for procedure refer to Entry ID 15386411) as *.EVT file.
  • As precise a description as possible of the fault.
      


8. Further information for Technical Support

    8.1 Export the system configuration from NetPro

If Technical Support needs the precise system configuration in NetPro, then please proceed as follows:

  • In the SIMATIC Manager open the Component View of your project.
  • Open NetPro in the SIMATIC Manager under Tools > Configure Network.
  • Select Edit > Export.
  • Select all the stations and all the options as well as an export path.
  • If this is a multiproject, repeat this procedure for each project in the multiproject.
        

    Fig. 01

   8.2 Export the complete PC system information

For some computer related issues, a detailed list of system information from the computer may be needed. Proceed as follows.

  • Open the computer system information via "Start > Programs > Accessories > System Programs > System Information".
  • Select File > Export... and save the information in a text file.

   8.3 Dr. Watson Log

If a Dr. Watson error occurs, a log file and a crash dump are created in the predefined paths. You can find the defined paths as follows:

  • Open Dr. Watson under START > Run > Open > drwtsn32

When the Dr. Watson configuration dialog opens, make the following settings:

  • Crash Dump Type: "Full" -- "Mini" is selected as default.
  • Visual Notification -- this is not a default setting.
        

    Fig. 02

Note
Fig. 02 was created with Microsoft Windows XP SP 2. The Crash Dump Type setting might not be available in older operating systems and is automatically set correctly.

If no changes were made to the system, the files are located under C:\Documents and Settings\All Users\Application Data\Microsoft\Dr Watson. The files are:

  • drwtsn32.log
  • user.dmp

For exchanging files with Technical Support please also refer to Entry ID: 18194667.

Additional Keywords
Technical Support, Hotline, Information, Help, Problem, Customer Support, Requirements, PCS 7, Dr. Watson, Diagnostics, System crash


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