Troubleshooting

• Launching CC-SG from your web browser requires a Java plug-in. If your machine has an incorrect version, CC-SG will guide you through the installation steps. If your machine does not have a Java plug-in, CC-SG cannot automatically launch. In this case, you must uninstall or disable your old Java version and provide serial port connectivity to CC-SG to ensure proper operation.
• If CC-SG does not load, check your web browser settings.
  • In Internet Explorer, ensure Java (Sun) is enabled.
  • Open Java plug-in in the Control Panel and adjust the settings for your browser.
• If you have problems adding devices, ensure the devices have the correct firmware versions.
• If the network interface cable is disconnected between the device and CC-SG, wait for the configured heartbeat minutes, and then plug the network interface cable back in. During the configured heartbeat period, the device operates in standalone mode and can be accessed through RRC, MPC, or RC.
• If you receive an error message that states your client version is different from the server version and that behavior may be unpredictable, you should clear the browser's cache and the Java cache and restart the browser. See Clear the Browser's Cache and Clear the Java Cache.
• If you have problems accessing a KX2 port via the MPC interface when using Internet Explorer, you should clear the browser's cache and then re-access the port. See Clear the Browser's Cache.
• If the memory usage is rising dramatically or the browser session stops responding to your actions, you may need to increase your Java Heap size for your client.
  1. Open Java plug-in in the Control Panel.
  2. Click the Java tab.
  3. Click View inside the Java Applet Runtime Settings group box.
  4. Select the row of the current Java version you are running and type -Xmx<size>m in the Java Runtime Parameters column. For example, type -Xmx300m if you want to increase the Java Heap size to a maximum of 300MB.

  It's not recommended to set the Java Heap size higher than half of the client computer's memory. For example, if the client computer has 1.0 GB of RAM, set the parameter to -Xmx512m maximum.

• If you access more than one CC-SG unit using the same client and Firefox, you may see a "Secure Connection Failed" message that says you have an invalid certificate. You can resume access by clearing the invalid certificate from your browser.
  1. In Firefox, choose Tools > Options.
  2. Click Advanced.
  3. Click the Encryption tab.
  4. Click View Certificates and find "Raritan" in the list.
  5. Select the CommandCenter item and click Delete. Click OK to confirm.