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ELITE V2 Internal Error Troubleshooting

This document provides step-by-step troubleshooting procedures to resolve the “ELITE Internal Error” message. You may be asked to follow this troubleshooting guide by our support team.

Understanding the ELITE V2 Internal Error Message

The ELITE V2 Internal Error is not a common message that typically occurs when your ELITE V2 cannot successfully obtain an IP address from your network. While network configuration is usually the primary cause, this can happen due to several factors:

  • Network Related Issues
    • DHCP Configuration Issues: The network router fails to assign an available IP address to the ELITE unit
    • Static IP Conflicts: The ELITE has a manually configured IP address that conflicts with network policies or existing devices
    • Network Infrastructure Problems: Router, switch, or network configuration preventing proper IP address assignment
  • I/O Connection Issues
    • Incorrectly Wired External Devices: Improperly connected peripherals (Wiegand readers, I/O connections, serial devices) can interfere with the ELITE V2’s runtime operations

Initial System Reboot

Power cycle your ELITE Test System to clear any temporary errors

  • Power Cycle: Unplug the power adapter from the ELITE unit, and reconnect the power adapter to restart the unit
  • Allow the ELITE to complete its full boot sequence
  • Check if the Internal Error message has cleared

Verify Network Conection

  • Hold the # key on the keypad for 3 seconds, then release
  • This displays the TCP/IP information screen showing current network status
  • Record the displayed IP address, subnet mask, and gateway information

If the error disappears after reboot, monitor the system during normal operation to ensure the issue doesn’t reoccur.

Systematic External Connection Isolation:

If the Internal Error persists after reboot, isolate potential sources of interference by disconnecting external connections.

  • Disconnect the Following (Keep Footplate Connected)
    • External card readers (Wiegand and serial connections)
    • Wiegand output connections to access control systems
    • Input/Output (I/O) relay connections
    • Ethernet cable (temporarily)
    • Any additional peripheral devices
  • Test Isolation
    • With only the footplate connected, power cycle the ELITE
    • Allow the system to run for 30 minutes to 1 hour (or longer if needed)
    • Monitor for Internal Error recurrence
    • If error clears, proceed to systematic reconnection

Refer to the ELITE Quick Start Wiring Guide for proper connection procedures.

Systematic Reconnection Process

Reconnect external devices one at a time to identify potential interference sources

Reconnection Order:

  • Ethernet Connection First
    • Reconnect the Ethernet cable to your network
    • Power cycle the ELITE and wait for complete boot
    • Monitor system for 30 minutes to 1 hour (or longer if needed) before proceeding
  • Additional Connections (One at a Time)
    • Wiegand card readers
    • Serial connections
    • I/O relay connections
    • Access control system connections

For Each Connection

  • Connect the device/cable
  • Power cycle the ELITE Test System
  • Allow 30 minutes to 1 hour (or longer if needed) of normal operation
  • Verify no Internal Error appears before adding the next connection
  • Document which connection (if any) triggers the error’s return

Network Configuration Analysis

If the Internal Error appears specifically when connecting to the network, this indicates a network-level configuration problem that requires resolution at the infrastructure level.

DHCP Configuration Issues

  • When DHCP is Enabled on the ELITE V2
    • Network router must have available IP addresses in the DHCP pool
    • ELITE MAC address should not be blocked or filtered by network security policies
    • Network infrastructure must allow new device registration

Check DHCP Status

Static IP Configuration Conflicts

  • When DHCP is Disabled (Static IP):
    • ELITE is configured with a specific IP address that may conflict with network policies
    • The requested static IP may already be assigned to another device
    • Network subnet configuration may not accommodate the ELITE’s static IP settings

Recommended Network Solution: DHCP Reservation

We strongly recommend implementing MAC Address IP Reservation to prevent network conflicts and ensure consistent connectivity:

  • Locate the ELITE V2 MAC Address
    • Access the TCP/IP information screen (hold # key for a few seconds, then release)
    • Record the MAC address displayed on screen
    • MAC address format: XX:XX:XX:XX:XX:XX
  • Configure DHCP IP Reservation
    • Access your DHCP server’s administration interface
    • Locate the DHCP address the ELITE V2 has pulled
    • Reserve the IP address

Once the reservation is created, you may need to reboot the device or renew its DHCP lease for the changes to take effect.

  • Benefits of IP Reservation
    • Prevents other network devices from being assigned the ELITE’s IP address
    • Ensures consistent IP assignment across reboots
    • Eliminates DHCP conflicts while maintaining automatic network configuration
    • Simplifies network management and troubleshooting

Note: Network administration interfaces and software platforms vary. Please refer to your specific system’s documentation for detailed instructions.

Advanced Troubleshooting

Network Infrastructure Verification

  • Verify the Following
    • DHCP server functionality and available address pool
    • Network switch port configuration and status
    • VLAN settings that may isolate the ELITE from DHCP services
    • Network security policies blocking new device registration
    • Ethernet cable integrity and proper terminatiom

Alternative Testing Methods

This isolates whether the issue is with the ELITE V2 unit or network infrastructure

  • Direct PC Connection Test
    • Ensure DCHP is On
    • Temporarily connect ELITE directly to a PC using Ethernet cable
    • Verify ELITE can obtain IP address in simplified network environment

When to Contact Support

  • Contact Botron Technical Support if
    • Internal Error persists after following all troubleshooting steps
    • Network configuration appears correct but connectivity fails
    • Hardware-related network issues are suspected
    • Assistance is needed with network infrastructure configuration
  • Provide the following information when contacting support
    • ELITE Test System serial number, firmware version, and bootloader version
    • Network configuration details (DHCP vs Static IP)
    • Results of each troubleshooting step performed
    • Network infrastructure details (managed switches, VLANs, network policies)
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