If you are experiencing problems whilst using or installing your Apollo Emulator, please follow the Troubleshooting guide below. If you are still experiencing problems after completing this guide, please contact Brand Technical Support on +44 (0)1480 442100.
Has the Apollo Emulator Installation been successfully completed?
If the Installation has not been successfully completed, then please re-run the set-up program. If installation is aborted, then you will have to uninstall the product before re-installing. This can be carried out by going to Control Panel, Add / Remove Programs and selecting the Apollo Emulator and clicking Remove.
Has the Apollo Emulator Configuration program been successfully completed?
Before the Apollo Emulator can be used, it must be configured for the connection that you are going to make. This is carried out using the Apollo Emulator Configuration program, that has a shortcut provided on the desktop once installation is completed.
Are there any error messages reported?
The Apollo Emulator is designed to provide the user with error messages that are not codes that need looking up to find the meaning, but the exact meaning in the first instance. A summary of the messages can be found at the end of this guide. They will also provide useful suggestions as to what remedies are required.
What operating system is in use on the workstation?
It is important that you are using the correct version of the Apollo Emulator for the operating system on your PC. There are different versions for each operating system supported, which include Windows 95/98, Windows NT, Windows XP, Windows 2000, Windows 2003, Windows Vista, Windows CE and Windows Mobile 5.
What Data Device is to be used?
The Data Devices that have been tested for use with Brand’s products can be found under the modems section of the Apollo Emulator Configuration Program. This list is frequently updated, and can be downloaded from the Drivers section of the web site. The file required is called MODEMS.INI and should be copied over the existing file on the PC.
If you are to connect via a mobile phone what make and model is to used? Is this model supported by the Data Device?
It is important when using a mobile phone connection to ensure that the Data Device is capable of handling your model of mobile phone. Many data cards require different versions of firmware and cable for different phones. Refer to the manufacturer of the Data Device for help.
If you are connecting via a mobile phone has the SIM been Data Enabled by your Service Provider?
You will be unable to make Data Calls over a mobile phone unless you have had your SIM Data Enabled. This is not carried out by default, so you will have to contact your Service Provider to get this facility enabled.
The following section of the troubleshooting guide will help you through testing that you have everything set up correctly to dial in and create your connection.
- Is the Data Card Inserted into the machine?
- If you are using a mobile phone is the Phone connected to the Data Card and powered up?
If you are using a modem or terminal adapter, is this powered up and correctly attached to the line?
- What is the telephone number of the service to be dialled?
Your system administrator will give you the details of the telephone number for your service.
- What is the user name?
Your system administrator will give you the details of your user name for your service.
- What is the user password?
Your system administrator will give you the details of your password.
- Run the Apollo Emulator Configuration program by double clicking on the Emulator Config icon on the desktop. A window similar to the one below should appear
- Click on the Services tab and you should see the following
- Check that the telephone number shown is the one given.
- Check the details of the service are correct by clicking on the Edit button.
If these options check OK then select OK and go back to the previous menu.
- Now click on the Modems tab and the window below should appear
- Check the details of this modem. Is this the data card that you are using. Is the end description of the modem correct. It should be ISDN 9600 if they are dialling over GSM to an Apollo Access Server, Apollo Card over ISDN or PSTN 9600 if they are dialling over GSM to a Apollo Card with a modem connected to it rather than a terminal adapter.
To check the specific details for this modem click on the Edit button.
- Check the Data Port setting and make a note of this setting. You will need it later.
Close the configuration program windows and go to the Start Menu.
Go to control panel, modems and check that the modem the user is trying to use is configured as below.
and go to properties.
- What is the COM port assigned to the modem?
What is the name given to the modem above the Port drop down menu. Is either the COM port assigned or the name the same as the one in the Apollo Emulator Configuration program.
- Go to Start Menu, Programs, Accessories, Hyperterminal and Select Hyperterm
- Under Connection Name enter Test and Click OK
- Enter a phone number and then pull them modem down from the Connect Using drop down Window and click OK.
- When the Window below appears press Cancel
the screen will now change and look something like the image below
- Can you get the user to type ATE1 [ENTER] and get a response?
- Can you get the user to type ATD and then a telephone number and get the phone to dial?
If the phone does not dial at this point there is a problem with the configuration of the Data Device.
- Close Hyperterminal by going to the File Menu and selecting Exit
- Re-boot machine. Are you prompted for Hardware Profile?
You should be given the option to select the Apollo Emulator Hardware Profile. This should have the other Networking Adapters disabled to stop any potential conflicts.
- Select the Apollo Emulator profile and continue the boot up process. Continue into Windows and wait for the desktop to complete.
- Is there an icon on the taskbar with two computers with a cross through them?
If this icon does not appear then there is a problem with your installation, please un-install the Apollo Emulator and reboot, and then re-run the setup program.
- Click on the two computers icon. Select Show Statistics. A Window similar to below will appear
- Click on the telephone icon and the following box should appear:
- Enter user name and password and click OK
- What happens now?
Your should see the phone dial at this point, if you do not, then please contact Brand Technical Support on +44 (0)1480 442100.
- Are any error messages reported back to the user?
The following is a list of messages reported to the user. If you cannot find the error you are presented, or need further help, please contact Brand Technical Support on +44 (0)1480 442100.
- "The Emulator was unable to load the initialisation file."
- "An old version of the DHCP server was detected. IP address information will not be configured correctly."
- "An error occured sending the command '%1' to the emulator."
- "Could not open the emulator driver file %1."
- "Warning: your apollo log file has exceeded %1MB in size.\nDo you want to delete it before resuming logging?"
- "You must enter a password before logging on."
- "Could not log on to the Apollo Emulator."
- "Could not log off from the Apollo Emulator."
- "Could not obtain status information from the Apollo Emulator."
- "Could not configure the PC with a dynamic IP address."
- "Could not release the dynamic IP address."
- "The Apollo intialisation file %1 is missing or damaged."
- "The Apollo driver %1 is missing or damaged."
- "This Controller is not compatible with the Apollo Emulator driver installed.\n\nController version:\t%1\nEmulator version:\t%2"
- "An error occured while updating the Apollo Initialisation file %1."
- "Apollo Message: %1"
- "The windows position settings in the Apollo Initialisation file fall outside the Desktop. Default values have been set."
- "You must select a service first"
- "You must log off first"
- "You must log off before selecting a different service"
- "You must log off before trying to reread the INI file"
- "The service you have selected is invalid. Please select a new one"
- "You must select a modem with which to dial in"
- "The modem you have selected is invalid. Please select a new one"
- "You must be logged off or spoofing before selecting a different modem"
- "Could not get control of selected modem"
- "Can not initialise the selected modem"
- "You must select a service before changing the service number"
- "You must select a service before changing the service password"
- "You must select a service before changing the service user name"
- "You must select a modem before changing the local phone number override"
- "You must log off before changing your user name"
- "You must log off before changing your local phone number override"
- "You must log off before changing your password"
- "WARNING - As this Emulator has an invalid ID, it will not function correctly"
- "WARNING - This version of the Emulator2 is not compatible with the entered serial number and will not function correctly"
- "ERROR: This Emulator has an invalid SERIAL NUMBER"
- "You cannot change the service number unless logged off"
- "***AUT HENTICATION FAILED***"
- "You must select a phone number for this service before Resuming"
- "The Apollo Emulator is having difficulty communicating with your modem - please ensure that the modem is installed correctly"