Error/Timeout Description
Error attempting to enroll/un-enroll gaming device
The PC 1.0 system and BC 1.0 have either had a communications failure (network related) or there has been a communications failure between the BC 1.0 and EGM preventing the enrollment/un-enrollment.
Task failed while updating the PC 1.0 system The task cannot update the database or one of the services has not been able to update an internal collection of data related to the task.
Error while attempting to disable all active pay tables
An issue has resulted from disabling active paytables on the EGM. This could have many causes including:
The data at the EGM and PC 1.0 system not being in sync
The PC 1.0 system does not have the most current data for the theme installed on the EGM
The EGM was unable to disable all active paytables
Error while attempting to power-cycle slot An error has occurred during the power cycling of an EGM and the EGM sent an error message. The EGM may or may not power cycle on its own in this case.
Unsupported compatibility type detected Compatibility check has failed due to the theme or OS containing a compatibility type not supported by the PC 1.0 system.
Failed to disable paytable An issue has resulted from disabling active paytables on the EGM. This could have many causes including:
The data at the EGM and PC 1.0 system not being in sync
The PC 1.0 system does not have the most current data for the theme installed on the EGM
The EGM was unable to disable all active paytables This task completed at the EGM, but there was a
problem updating the PC 1.0 database which may not accurately reflect the state of the EGM until resolved
The task was executed but a subsequent, PC 1.0 internal operation failed. The EGM and PC 1.0 option configuration or game play options may be out of sync. Resync the PC 1.0 and EGM.
Unable to force resynchronization of gaming device from PC 1.0; See logs for more error details
A resync request from the PC 1.0 was not properly handled by the EGM.
Resync or reset seems to already be in progress for another task or an error occurred for a previous task with id [Task ID]
This is a task contention error. It indicates that the EGM is already resyncing with the PC 1.0 or is in process of rebooting.
Timed out waiting to complete task The task timeout has been exceeded.
System error occurred at [Date / Time] while processing task
An unexpected error has occurred during the task execution. The PC 1.0 captures and displays the error message, so the problem can be fixed.
Compatibility check failed; details can be found in the compatibility report
The configuration changes to be made to the EGM are not compatible with the EGM’s game theme. The changes have been aborted.
Unknown response from compatibility service The compatibility service is unavailable or has provided a response which was not expected.
Error while communicating with compatibility service
The compatibility service is not running or not responding in a timely fashion.
Error while attempting to add configuration change request for EGM [Slot ID]
The EGM or PC 1.0 has encountered an error while attempting to start an EGM configuration change. The error text will typically be included after this note.
BC 1.0 Connectivity
Errors
Symptom/Procedure Troubleshooting/Steps How to troubleshoot if the PC1.0 cannot locate the BC 1.0
The PC 1.0 displays an error from the Administration Options window, Central Game Controller tab indicating that the PC 1.0 cannot locate the BC 1.0. The error indicates that the PC 1.0 and BC 1.0 network connection is not working properly. To resolve the issue:
1 Determine if the BC 1.0 IP address is correctly entered into the Administration Options window, Central Game Controller tab.
2 If the BC 1.0 IP address is correct, attempt to ping the BC 1.0 from the PC 1.0 computer to verify network connectivity between the two computers. To ping the BC 1.0, access the Microsoft® Windows® start menu and select Run.
3 In the Run dialog box, enter, ping <IP address>, where <IP address> is the BC 1.0’s IP address.
Determine if the BC 1.0 has an IP address issued by the DHCP switch by checking the BC 1.0 display. The address is displayed in the upper left corner of the screen at all times. If the address is 127.0.0.1, then the switch and the BC 1.0 are not properly networked.
Verify the network connections between the components. Ensure that the switch is connected to port eth0 on the BC 1.0.
The connection can also be verified by using Internet Explorer to access the BC 1.0 web pages:
1 Open Internet Explorer from the PC 1.0 desktop.
2 Enter http://<BC 1.0 IP address>:1001 into the website address field and press Enter. If the BC1.0 is properly connected to the system, a web page displays the current software loaded, the BC 1.0 IP address, and other information about the configuration.
If the BC 1.0 web page displays and the PC 1.0 does not allow configuration of the portal with an error stating it cannot locate the BC 1.0, ensure that the BC 1.0 operating system and portal master game loaded are compatible with the content loaded on the PC 1.0.
BC 1.0 / PC 1.0 Connectivity Errors
The PC 1.0 and BC 1.0 send and receive a small but critical amount of information to and from each other. The connection between the two computers is necessary for enabling UHP games, as well as for initial configuration of the BC 1.0 master instance. When the BC 1.0 and PC 1.0 are not able to communicate, the following symptoms may indicate a connectivity issue between the two computers:
The BC 1.0 displays with an Offline status on the PC 1.0 Administration Window, BC 1.0 tab
A task fails on the BC 1.0 enrollment step
One of the Ultra Hit Progressive windows takes more than a minute to open and displays an error stating that one or more BC 1.0s could not be contacted
To determine the cause of the issue:
1 Verify the BC 1.0 is running without errors. To do so, check its display. The display shows a list of event messages, including any BC 1.0 errors.
2 If no errors display on the BC 1.0, attempt to ping the BC 1.0 from the PC 1.0 computer to verify network connectivity between the two computers. To ping the BC 1.0, access the Microsoft® Windows® start menu and select Run.
3 In the Run dialog box, enter, ping <IP address>, where <IP address> is the BC 1.0’s IP address.
If the ping is successful, the window displays a “Reply from…” message indicating the amount of time that lapsed before the BC 1.0 responded. If the window does not display any “Reply from…” messages, there is an issue with the Ethernet connection between the PC 1.0 and BC 1.0. Begin basic
3-8
Chapter 3: Troubleshooting, Game History, & EV InformationThe PC 1.0 typically runs without user login or intervention. To confirm the PC 1.0 is running:
1 Logon to the PC 1.0 to verify the computer is responsive.
2 Run the Services Viewer. To do so, from the Start menu, click Administrative Tools and click Services.
3 Verify the WMS services are displayed on the list with a status of Started – WMS AOM Service, WMS Compatibility Service, WMS Event Watcher, WMS License Manager Service, WMS Meters Service, WMS Progressive Service and WMS Validator Service.
A WMS service has stopped running.
To determine why the service stopped running:
1 Run the Microsoft® Windows® Event Viewer. To do so, from the Start menu, click Administrative Tools and click Event Viewer.
2 Click Windows Logs and then click Application to view errors for specific services. Note any Windows system errors for the service.
To restart the service:
1 Access the Services Viewer to restart the service. To do so, from the Start menu, click Administrative Tools and click Services.
2 Click the service name on the list. The Services Viewer displays information about the service and a link to start the service.
3 Click the Start link to start the service. Some services require others to be started, as well. If a pop-up window displays stating that additional services will be started, click OK.
If the service fails to start when manually started:
1 Reboot the PC 1.0 system.
2 After reboot, log in and verify all services are started. If they have failed to start, verify the service account is WMSServices or the equivalent for the property.
3 If the account used for the services is already configured with adequate privileges and assigned to the service, check the secondary logging application for errors pertaining to file validation failure. If a file has failed validation, all services automatically shut down. The file corruption must be corrected and the PC 1.0 rebooted for the services to start properly.
Compatibility check failure in a wizard or in a task.
Compatibility checks validate the EGM and theme will function properly after configuration changes. The checks verify the following:
Sufficient EGM memory for the theme
EGM hardware
EGM configuration
OS version
Other tests to compare the theme requirements with the setup of the EGM The compatibility check prevents a non-compatible changes from being made to the EGM. There are two types of errors:
Some errors can be manually overridden in the compatibility check window of the wizard. To override the error, click the Override checkbox. Only certain errors, deemed to be acceptable, can be overridden.
A hard failure cannot be overridden. The compatibility check prevents changes to an EGM or BC 1.0 portal configuration from proceeding.
A pop-up error on the PC 1.0 stating that a file has failed validation displays
All controlled PC 1.0 system files are validated daily. If one of the files is found to be corrupted or tampered with, a message displays on the secondary logging UI. The message includes the name of the file or files that failed validation. At this time, all WMS services are stopped until the problem is resolved. The computer must be rebooted after the error is fixed.
Where are the PC 1.0 logs? The PC 1.0 logs a variety of messages, as follows:
Microsoft® Windows® system and PC 1.0 service errors are written to the Microsoft® Windows® Event Log. These errors can be viewed using the Microsoft® Windows® Event Viewer. To access the Microsoft® Windows® Event Viewer, from the Start menu, click Administrative Tools and select Event Viewer. In emergency situations, additional logging can be turned on to watch communications between the PC 1.0 and remote devices for debugging software or communications issues. This is an advanced feature and should only be used after consulting with the development support group. Log files can grow to be very large and slow system performance if left running for more than a few hours at a time.
The Event Watcher web interface provides regulators with access to the jurisdictional logs. These events are not typically useful in diagnosing a problem but can be useful to determine what the system was doing at the time of a failure. Most remote configuration details are noted in the jurisdictional log file.