Help and Support

SI1
ADI Is Unable To Send Text Messages To Certain Cell Phone Providers.
  
This problem is usually a result of restrictions imposed by the individual provider to help combat online spamming activities. Most providers do, however, allow verified message senders (such as fire departments) to be placed on their "white list" which lifts the sending restrictions. Providers known to FDCMS that restrict inbound text messages are listed below.  A White list Request Form must be filled out and submitted to the provider(s). If your agency needs assistance in submitting a WRF then we would be glad to help.

Provider Link
Verizon www2.verizon.net/micro/whitelist

Affected Programs : ADI, Rapid Page
Applicable Operating Systems: All
Applicable Territories:              All

Last Reviewed: 2/7/10


SI2
ADI does not automatically print dispatches and closes even though these events are properly selected and mapped to the correct printer(s).
  
It is possible that the non-printing is due to the dial-up modem not being properly configured through ADI. Make sure the make, model and baud rate of your modem is properly selected on the Reception Properties form.  

ADI needs to see the Carrier Detect signal from the modem drop in order for it to automatically begin processing any received data. Improperly configured modems may prevent the CD signal from being sent to ADI.

Affected Programs : ADI
Applicable Operating Systems: All
Applicable Territories:              All
Related Service Issues:           SI5

Last Reviewed: 2/7/10


SI3
ADI does not display any installed printers in the pull-down combo boxes when running in Service mode.
  
There can be two reasons for this.

1. When ADI is installed as a Windows Service in Windows 2000, by default, it is unable to retrieve the installed printers on that machine.  This is because Windows stores the installed printers list in the User section of the registry.  When ADI is running as a Service, it is forced to look for the printers in the System hive of the registry.  In order for ADI to see the installed printers list it must be manually moved in to the System hive of the registry. Microsoft Knowledge Base article #Q184291 addresses exactly how to perform this move.   It is important to know that any time you add or change the name of a printer, this procedure must be repeated.Notice: Any time you edit the Registry, you run the risk of corrupting a setting which can potentially prevent your computer from restarting. Use caution!!!

2. While ADI is running as a Windows Service, it has no access to any network printers therefore, they are not listed in the Printing Selector. Windows will only allow ADI to use locally connected printers, so because of that, only local printers will be displayed in the ADI Printing Selector.

Affected Programs : ADI
Applicable Operating Systems: All
Applicable Territories:              All

Last Reviewed: 2/7/10


SI4
ADI displays foreign or "garbage" characters on the screen and on the printouts.  Sometimes it is so bad that it even prevents our calls from being printed or paged.

The cause of this problem is usually caused by noise on the telephone line between the ADI dial-up modem and the dispatch center.  If the noise is on the dispatch center end then most likely multiple agencies are seeing the noise. In most cases however, the noise is on your end - either in your building or outside in the telco's wiring.

The bad connection can disrupt the data coming in to ADI and can be seen at any point in the transmission. Foreign characters may be seen before, after and worst yet, in the middle of your data. Noise in the middle of your transmission is what will cause the most disruption of your received data, printouts and pages.

Small amounts of telephone line noise do not usually cause any noticeable disruption of data on territories that use modem error correction. If there is a noisy line there then the modems will compensate for this and filter the noise out.  However, large amounts of line noise can prevent any data from coming in.

The solution to this problem is to have all modem line wiring, jacks and cords checked from the back of your modem to where it enters your building. Have your telephone company check the outside cables if necessary. Worst case, the noise could even be coming from inside your modem. It should then be replaced to eliminate it as a potential source.

Note: Some modems will always generate noise on the screen at the time the dispatch center disconnects from them. This is normal and is usually manufacturer-specific. US Robotics seems to be the predominant manufacturer that exhibits this behavior.  

Affected Programs : ADI
Applicable Operating Systems: All
Applicable Territories:      Chester PA

Last Reviewed:2/7/10


SI5
What procedure can I perform to reset my modem's settings back to the factory defaults?
  
When different software applications share a modem, each app. may try to write a custom initialization string to the modem. In most cases this is perfectly acceptable.  However, all modems expose internal commands that allow an application to not only change the init. string but to save that string to the modem. When this happens, turning the modem off and then back on will not reset the modem's memory. The downside to this is that when another application must use the modem there may already be settings saved that will conflict with the proper operation of the second application.

ADI is one application that has the capability of saving its initialization string to the connected modem.  This is ok because ADI shouldn't be sharing its modem with anything else.  It should always be dedicated to the receipt of incident data and not used for other purposes such as paging, Internet access, etc.  If these functions must be accomplished on the ADI workstation then it is strongly recommended that a second modem be installed in or attached to the computer.

Follow these procedures to reset a modem back to the factory defaults: 

  1. Shut ADI Down so that it no longer has possession of the modem.
  2. Start HyperTerminal by clicking Start / Programs / Accessories / Communications / HyperTerminal.
  3. In the Connection Description box click Cancel.
  4. Press the Disconnect button on the tool bar.
  5. Press the Properties button on the tool bar.
  6. Select the com port that your modem is connected to in the Connect Using: box and then click OK.
  7. In the white terminal window of HyperTerminal, type AT&F. You should see the reply 'OK'.
  8. Next, type AT&W. You should again see the reply 'OK'.
  9. Finally, click File / Exit / Yes. Your modem is now defaulted.
  10. Restart ADI.

Affected Programs : ADI
Applicable Operating Systems: All
Applicable Territories:              All

Last Reviewed: 2/7/10


SI6
My modem seems to only answer every other call?
  
This problem is associated with some versions of the US Robotics modem line. What happens is ADI will tell the modem to go into auto-answer mode. According to the modem's AA indicator, it received this command and is ready to answer the next call on the first ring. However, the modem may not answer at all. Usually, if you power the modem off and then on again the modem will answer as it is supposed to. Obviously, this functionality is unacceptable for a system that must be running 24 hours per day. 

At this time, US Robotics claims the problem does not exist and therefore they have not issued a fix for the problem.  Through our testing, we have confirmed this problem with the following versions of firmware:

To view your USR firmware version from ADI perform the following steps:

Affected Programs : ADI
Applicable Operating Systems: All
Applicable Territories:              All

Last Reviewed: 2/7/10


SI7
Is there another way for me to lock the computer without having to log out of the account each time and have ADI run as a service?
  
Yes. Install ADI as a normal application (not as a Windows service) and just lock the computer when you are not using it. To lock the computer press the key + "L". This will lock the computer and only allow an administrator or the owner of the account that locked it to unlock it. ADI will function normally while the computer is locked.

Affected Programs :All
Applicable Operating Systems: Windows XP
Applicable Territories:              All

Last Reviewed: 2/7/10


SI8
Are FDCMS software applications compatible with Windows Vista and Windows 7?
  
Alarm Data Interface and Rapid Page have been found to be compatible with Windows Vista and Windows 7 with the following exception, Alarm Data Interface can not be run as a Windows Service. Running ADI as a normal application however, will work fine. Fire Station Information Display is not compatible with Windows Vista or Windows 7.

Special instructions regarding the installation of ADI on both Windows Vista and Windows 7 can be found here.

Affected Programs : ADI, Rapid Page
Applicable Operating Systems: Windows Vista, Windows 7
Applicable Territories:              All

Last Reviewed: 2/7/10


SI9
ADI does not display any installed printers in the pull-down combo boxes when running in Service mode.
  
When ADI is installed as a Windows Service in Windows 2000, by default, it is unable to retrieve the installed printers on that machine.  This is because Windows stores the installed printers list in the User section of the registry.  When ADI is running as a Service, it is forced to look for the printers in the System hive of the registry. 

In order for ADI to see the installed printers list it must be manually moved in to the System hive of the registry. Microsoft Knowledge Base article #Q184291 addresses exactly how to perform this move.  

It is important to know that any time you add or change the name of a printer, this procedure must be repeated.

Notice: Any time you edit the Registry, you run the risk of corrupting a setting which can potentially prevent your computer from restarting. Use caution!!!

Affected Programs : ADI
Applicable Operating Systems: Windows 2000
Applicable Territories:              All

Last Reviewed: 5/16/05


SI10
We often see garbage characters come through in the middle of our data received from the dispatch center.
  
Extraneous characters in data can cause ADI to misinterpret what it receives from your dispatch center. This issue can range from strange characters in your printouts to actually causing your received data to be ignored by ADI, thus not printing or paging when it should. This is most likely caused by a weak data radio signal. If you are using a data radio to receive your dispatch information you may need to either relocate the receiver or add an external antenna. Once the signal reception has improved your data will be cleaner and ADI will be able to function properly.

Affected Programs : ADI
Applicable Operating Systems: All
Applicable Territories:   Montgomery, PA

Last Reviewed: 11/14/07


SI11
What is the longest cable length that can be used with my LED Sign?
  
Fire Station Information Display and IDEx Controller use serial RS-232 to send data to any connected Alpha LED sign boards. The RS-232 standard was originally written to allow a cable length of 50' or a length that did not allow the capiciatnce of the cable to exceed 2500 pF (pico farads). Because the cable that we use has an inherent low capacitance per foot, we are able to safely exceed the 50' standard. Our custom made cables are rated at 17 pF per foot, The original RS-232 standard was based on a maximum Baud rate of 20,000. FSID is only allowed to transmit data at a maximum Baud rate of 9600 so, at that rate, a cable length of 300' feet is not out of the question. It should also be noted that as the transmitted Baud rate is reduced, the cable length can be proportionally increased.

Affected Programs : FSID, IDEx Controller
Applicable Operating Systems: All
Applicable Territories:   All

Last Reviewed: 2/7/10


SI12
Printers to avoid with ADI?
  
We have found that approximately 99% of the Windows compatible printers that we have tested as well as what our customers use are fully compatible with ADI. However, we have recently been advised that there are some that are not 100% compatible with ADI.  The most obvious symptom of incompatibility is when the printer ejects either a blank page or a page with just one line of text printed.  The reason for this behavior has not been determined so our recommendation is to not use the following printers with ADI:

Affected Programs : ADI
Applicable Operating Systems: All
Applicable Territories:   All

Last Reviewed: 1/24/09


SI13
I am getting a message that says 'A password mismatch was detected' and ADI will not start.
  
This condition is usually the result of ADI's password not being cleared (reset to blank) prior to upgrading to version 8.xx or higher. However, it can also occur if your computer's time setting is out of sync by more than 30 days or if your Internet Explorer core files are corrupt. To resolve the IE issue perform the following steps:

If this procedure does not resolve the problem then there may be other issues. Contact FDCMS support for further assistance.

Affected Programs : ADI
Applicable Operating Systems: All
Applicable Territories:   All

Last Reviewed: 8/30/14

 


SI14
What is the procedure for migrating ADI to a new computer?
  
Follow these steps to move your existing ADI data files and settings to a new computer:

Affected Programs : ADI
Applicable Operating Systems: All
Applicable Territories:   All

Last Reviewed: 6/11/14