Trane BAS-SVU23B-EN manual Troubleshooting, Problem Possible Cause Possible Solution

Troubleshooting

This section describes possible problems and other issues that you may encounter while using the mobile app.

Problem	Possible Cause	Possible Solution
		• If this is your first time connecting to the Tracer SC
		with the app, try re-entering the information. It’s
		easy to make a mistake typing on the phone.
	Incorrect IP address and/or host name	• Use the same IP address and/or host name with a
		PC Web browser. If the login screen appears, then
		the IP address/host name is correct. If the login
		screen does not appear, then the IP address/host
		name is not correct. Contact your local Trane office.
		• If this is your first time connecting to the Tracer SC
		with app, or you did not set “Remember Login” to
		ON, try re-entering the information. It’s easy to
	Incorrect user ID and/or password	make a mistake typing on the phone.
		• Connect with a PC. Log in using the same user ID
Unable to connect to the Tracer SC		and password. If you can successfully log in, then
		the user ID and password are correct. If you cannot
		log in, then the user ID and password are incorrect.
		Contact your local Trane office.
		WiFi connection:
		1. Enable WiFi on your mobile device.
		2. Verify that your device is connected to the
		correct WiFi network.
	Mobile device is not on the same network as the	3. Connect with VPN, then try to connect with the
		mobile app.
	Tracer SC
		Cellular connection:
		1. Verify that you have Internet connectivity by
		trying to access a Web page.
		2. Connect with VPN, then try to connect with the
		mobile app.
	WiFi connection dropped	Move to a location that has better WiFi reception.
		Re-establish VPN (if necessary) and reconnect to
“Connection Lost” appears at the top		Tracer SC.
of the screen and alternating yellow/
		Move to a location that has better cellular service.
gray diagonal lines appear in the	Cellular connection dropped
		Re-establish VPN and reconnect to Tracer SC.
background screen. Data on the
screen freezes to the last data
	VPN connection dropped	Re-establish VPN and reconnect to Tracer SC.
received.
	Tracer SC failed	Try to connect from a PC with a Web browser. If
		unable to connect, troubleshooting failed Tracer SC.
	Indicates that the Tracer SC does not have the	Try accessing the same data on a PC with a Web
Three dashes “---” appear on the	requested data and/or unit controller has not	browser. If the data is three dashes, then
	provided the data to the Tracer SC. Can be	troubleshoot as missing data or communication loss.
screen in place of data.
	caused by communication loss between the unit	If the data appears on the Web page, contact your
	controller and the Tracer SC.	local office for assistance

Who can I contact for help? Contact your nearest Trane sales office by visiting the Trane

Commercial Web site at http:// www.trane.com/Commercial/AboutTrane/ContactUs/.

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