This article applies to the following products:
All WiLife camera kits

This article applies to the following products:
Windows Vista
Windows XP

Overview:
The Diagnostics tool may be utilized by the customer as well as any and all support staff in order to test many functions and features of the WiLife software and hardware.  The goal of the tool is to provide as much information as possible in a timely and organized fashion that will assist in isolating potential issues, whether they originate from the WiLife product or another source.  Many of the items can be readily identified as problems with success or failed checkmarks to the left of each check description.  These warnings are some of the first things level one support can reference when troubleshooting a customer issue.

Using Diagnostics:
To access the tool, please do the following:

1. Verify the customer is using the most current version of software.  Newer software revisions can provide enhanced capabilities both in the way the product operates and within the diagnostics tool itself.
2. Open the WiLife Command Center.
3. Select “Setup.”
4. Select the “Advanced” tab.
5. Under “About,” select the “Diagnostics” button.  By proceeding with the diagnostic testing the customer’s cameras will temporarily be disabled while the information is collected.
   NOTE: There is a system info option next to diagnostics.  Sending full diagnostics will also include a sub-set of system info.
6. The customer will see a status bar at the bottom showing the information-gathering process. They need to wait until they see the "Bandwidth Tests Complete" message, the information is complete and ready to send to support.

Overview of Diagnostics Summary:
The diagnostics tool is currently separated by bold type into the following 11 categories:

WiLife Application

• Software version.
• Where installed.
• Current mode (live mode or number of images in view).
• Time Server information.  Used for remote viewing and offset in recordings (new for 2.0 software).

Error List

• Several background error checks that occur to see if things are set up correctly.
• USB Adapter connection shows the connection status of the USB cable.
• Password checking to ensure USB receiver password matches the software.
• Internal firewall checks.
• Local IP conflict checks.

Wilife Online

• Server connection mode (direct or relay mode)
• Includes username (password is not shown)
• Server connection status.
• Platinum Status.

Disk Usage

• Where recorded video is stored.
• Disc space used.
• Disc space used per camera.

Powerline USB Adapter

• MAC address.
• IP information.

Powerline Performance

• Snap shot of each camera’s signal strength, 14 being best.

Bandwidth Test

• Each camera will send as much data as possible within 5 seconds and the results are recorded here.

Cameras

• Name of each camera.
• Camera enabled?
• Camera and powerline MAC addresses.
• Camera IP address.
• Other settings such as motion detection (status and sensitivity), auto brightness, and image orientation.

Motion Detection

• Number of detection zones.

Email Notification

• Outgoing mail settings.

UPnP enabled Router

• Indicates whether a UPnP enabled router is detected on the local network.

Details of Diagnostics Summary 

• Version: This should be the same as the version information displayed on the Advanced panel.
• Installation Location: This shows the location in their system where Werks is installed.
• Error Tests: This displays all the checks that Werks does in the first few minutes of operation. If everything here shows "Passed", that's good. Any errors found will show as "Failed".
• USB Adapter Connection / Data Connection: These two items show whether Werks can see the connection between the PC and the USB receiver module. If this shows as "Failed", verify that the USB receiver module is connected to the PC correctly. This may also fail if the USB port being used does not supply enough power (usually older systems or laptops). See http://www.usbman.com/ for information on USB cards and chip sets that have less than optimal performance.
• USB Password Match: This shows whether or not the password stored in WiLife application agrees with the password stored in the USB receiver module. If the Werks.ini file has been deleted and the USB receiver has been password protected, this may show as "Failed". Normally, in this case, the user is prompted to reset the password when WiLife application launches. If the user sees the "Passwords don't agree" dialog box and they know their old password, they should try entering it, so that the cameras, USB receiver, and their WiLife application will all be using the same password. Entering a new password at this prompting could cause WiLife application to NOT see the cameras until they are hardware reset with paper clip and "Find My Camera" is run.
• USB Network Address Setup: This checks whether the user has a static IP address or a DHCP address and whether it's a 169.254 address with the correct subnet. This should be taken care of when the USB receiver module is first connected to the PC. The address should be static in 1.4 and below and DHCP in 1.5 and above. In 1.5 and above the IP address will be 172. range and both  169 and 172 address should be set up.
• Conflicting Networks Test: This will fail in 1.4 and below if there is another network device on the system that is using the same IP address (169.254) as your WiLife Powerline network. To resolve this issue, have customer upgrade to latest software. If that does not resolve this issue disable the conflicting device or, if possible, give it a different IP address that won't conflict with Werks.
• Firewall Test: This shows whether Werks was able to configure itself to work with the firewalls installed on the system. It will list any firewall failures here. Also, if there is a firewall failure, the user should have seen an error message telling them about the firewall problem, which included a link to the Help file so they can resolve the issue. There will be a corresponding entry in the log file as well. Remember, a PC may have multiple firewalls.
• Latest Software Test: This will fail if Werks prompted the user to install an updated version of the software, but the user declined. If the user is not online, this test may pass even though a newer version is available.
• Remote Viewing: This shows whether Remote Viewing is enabled or not, and displays the user's remote viewing settings. It will also show whether or not their Remote Viewing information was accepted by our website.
• Disk Usage: This shows the amount of free space and total disk space available on the hard drive where Werks is storing your recorded video. It also shows detailed info for each camera, showing how much recording space they're using, the number of recorded video files, and whether any recorded video files have been protected (marked as read-only).
• Video Path: This shows the path on the system where Werks is storing recorded video. It also shows the quota or maximum space allocated for video, and how much of the quota is currently being used. When the quota limit is reached, Werks begins deleting the oldest files, unless they have been protected. Note: If the user has protected ALL files, then Werks will delete the NEW video, because it will not be protected. Normally, however, you shouldn't see this problem
• Powerline USB Adapter: This shows network info for the USB receiver module. It should shows the IP address (starting with 172. in 1.5 and above and in 1.4 and below 169.254), subnet (255.255.0.0), and MAC Address (starts with 0012AB) correctly. If WiLife application has a problem communicating with the USB adapter, this info may show as Unknown. If MAC is zeros and ones the USB fix utility will fix as will installing 1.6 and above.
• Powerline Performance: This shows how well the Powerline network is working for each camera. Maximum (best) rating is 14, lowest (worst) rating is 0.9. Ratings will display as follows: 
• • < 1 = Red X. Marginal network connection. It may work but not well. 
  • 1-2.9 = Yield sign. Still marginal but acceptable. 
  • 3.0-11.0 = Black (No mark). Mid-range, good connection but could be better. 
  • 11.1-14.0 = Green Checkmark. This is a great connection.
    
    Moving the camera or power supply closer to the USB receiver is the easiest way to improve the performance rating. Note: Using a power strip or extension cord with your LukWerks system is generally OK, but a surge suppressor or uninterruptible power supply (UPS) can interfere with the Powerline network. A 0.9 rating may also mean that a camera on the network is in robo mode, meaning it is "blasting" the network with data trying to communicate. If you have more than one camera, a camera running in robo mode will lower the powerline of ALL cameras on the network.
• Bandwidth Test: This test takes the longest to run. Each camera is tested for approx. 5 seconds to determine what the maximum amount of data can be transmitted from the camera to the PC in that time frame. During this test, all cameras are temporarily turned off and each is tested individually. The user will see all their video feeds stop during this test. Bandwidth ratings will vary, but usually will not exceed 5500. If you do not have enough bandwidth on your Powerline for the bandwidth required by your cameras, you will likely see delays in video.
• General Camera Properties: This shows general information for each camera on the system. A tech support technician can use this section to see at a glance the properties of each camera. 
• • Name. The user-defined name of the camera. 
  • Enabled or Disabled. This shows whether this camera has been enabled or disabled in either Live or Search mode. 
  • Firmware Version. This shows the firmware version on the camera itself. This can be checked against the latest version available, to see if it needs to be updated. 
  • Camera Type. The type of camera, such as "Luk standard camera". 
  • Powerline MAC Address. Shows the MAC address for the camera's power supply. 
  • Camera MAC Address. Shows the MAC address for this camera. 
  • Camera IP Address. Shows the IP address for this camera. 
  • Auto Brightness. Shows whether or not this camera is using the Auto Brightness setting. If Auto Brightness is turned off, the manual brightness settings will be displayed. 
  • Flip Image. Shows whether or not the user has checked the "flip image" box for this camera. 
  • Mirror Image. Shows whether or not the user has checked the "mirror image" box for this camera. 
  • Resolution. Shows current video resolution settings for this camera. Changing this setting from VGA to QVGA can improve performance. 
  • Frame Rate. Shows current frame rate settings for this camera. Lowering this setting can improve performance. 
  • Bit Rate. Shows current bit rate settings for this camera. Lowering this setting can improve performance. 
  • Motion Detection Zones. Shows what motion detection zones have been set up. If a zone has been created, it will show either "Entire Image" (meaning the entire screen is a motion detection zone), or give the x, y, width, and height coordinates for each zone that has been created. If the user isn't seeing any motion detected, they may not have any zones set up, or they may have deleted all the zones. 
  • Email Notifications. Shows a summary of your email notification settings, including which email address the notification is sent from and which email addresses will receive notifications. Each camera's email notification settings can be set independently, or can be disabled or set to "do nothing".