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Troubleshooting Eaton E-Series protective relay icon

Eaton E-series protective relays:

Troubleshooting communication

View all of Eaton's protective relays

Troubleshooting communcations

Problem or maloperation in…

Problem description

Corrective action
Failure of time synchronization.  

Check the following issues:

  • Is the correct protocol for time synchronization selected (<Device Para/ Time / TimeSync>)?
  • Is the timezone set correctly?
  • Open the status page of the used protocol. Check, if the module works correctly.
  • IRIGB: Is the correct type (IRIGB-00x) selected?
  • SNTP: Is the IP address of a valid NTP Server configured?

Failure of the TCP/IP connection.

  

Check the following issues with your local IT:

  • Does the device answer a "ping" request?
  • If the device and the PC are part of the same the samesubnet, gateway and subnet mask have to be setcorrectly within the device (<Device Para/ TCP/IP/TCP/IP Config>).
  • Is network communication blocked by a firewall?
USB COM port is not visible on the PC. It is not possible to connect PowerPort-E, Field Device Installer or some other application to the relay via USB. The corresponding USB port (e.g. COM 5) is not visible in the application.

Check the following issues:

  • PowerPort-E: Have you installed release 3.60 or higher?
  • Plug off the USB cable from the protective device and plug it in again. After 10 seconds try again to connect PowerPort-E (or Field Device Installer) to the relay.
  • Restart your PC.
USB COM port visible, but no connection possible. It is not possible to communicate with PowerPort-E to the relay via USB. The corresponding USB port (e.g. COM 5) is available and was selected correctly.

Check the following issues:

  • Is the USB port of the PC still occupied by another application (or program)? Close those applications.
  • Is the protective device started up completely?
Older protective devices with RS232: PowerPort-E does not connect via RS232. It is not possible to establish a connection with PowerPort-E from a PC to the device via RS232.

Use a PowerPort-E version release 3.41 or higher. Starting from this release PowerPort-E supports a simplified creation of a serial connection.

If your PC does not have a serial port, you need a USB-toserial-adapter that has been approved by Eaton. This has to be installed correctly.

Verify that your cable is a zero-modem cable (please refer to the corresponding chapter). A simple serial cable does not have any flow control lines. A connection is only possible with a zero-modem cable.
PowerPort-E can not connect to the device. This has been possible before by using the same PC. A connection between PowerPort-E and device has been possible before using the same PC. Now it is not possible to connect to the device.

Check the following issues:

  • Are the connection settings of PowerPort-E correct (refer to <Settings/ Device Connection...>)? In case of Ethernet (TCP) connection: Is the correct IP address selected?
  • Check the wiring between PC and device.
  • In case of Ethernet (TCP) connections: Is the TCP/IP connection working? Refer to "Failure of the TCP/IP connection".
  • Wait for 15 minutes and then try again to connect to the device.
  • Restart your PC and then try again to connect to the device.
No communication (data transfer) with PowerPort-E possible, even though a connection has been established. Port 52152 is being blocked by a firewall. Check the settings of your firewall. You may require to unblock port 52152.

Go back to the main troubleshooting protective relays page.

 

For additional support

For additional manufacturer technical support, please contact 1-800-809-2772, option 4, then option 1 or use the email address, MRsupport@eaton.com.

Eaton E-Series protective relays

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