> For the complete documentation index, see [llms.txt](https://help.security.gallagher.com/knowledge-hub/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.security.gallagher.com/knowledge-hub/products/integrations/elevators/otis/otis-troubleshooting.md).
# Otis Compass HLI connection issues
Diagnose Otis Compass HLI routing, multicast, logging, and floor-selection issues.
Fault finding, log collection, and common alarm types for the Otis Compass HLI integration.
{% hint style="info" %}
For architecture, licensing, network setup, and reader support, see [Otis](/knowledge-hub/products/integrations/elevators/otis.md).
{% endhint %}
## Networking - the most common issue
Most Otis integration issues are **network routing problems**, especially when controllers are on a different subnet. The `FT Otis Compass HLI Service` communicates with the Otis Layer 3 switch using the `192.168.50.250` network interface via UDP Multicast.
> **From CC 9.10**, Otis recommends switching from Multicast to Unicast to avoid multicast routing issues.
## Check the routing table - first step
**This is the first thing to check when an Otis system is not coming online.**
Open a command prompt on the CC server and run:
```
route print
```
Verify the multicast route entry `224.0.0.0` exists and points to `192.168.50.250`:
The highlighted entry should show: `224.0.0.0 240.0.0.0 192.168.50.250 192.168.50.250 55` (the metric value may differ, but the interface must be `192.168.50.250`).
**If the entry is wrong or missing:**
Delete and recreate the route:
```
route delete 224.0.0.0
```
```
route -p add 224.0.0.0 mask 240.0.0.0 192.168.50.250 metric 30 if X
```
Where `X` = the interface number of the `192.168.50.250` NIC. Find it via `ipconfig /all`, matching the MAC address to the interface number shown in `route print`.
> This issue is commonly caused by a Channel Partner adding a new NIC and not restoring the routing table correctly.
## Check network card priority
Occasionally (reportedly after Windows updates), network card metric priorities are reversed. The `192.168.50.250` NIC's metric must be **lower than** the Controller/Internet NIC's metric.
**Example:** if the controller network NIC had metric 25 (lower than the Otis NIC at 35), increase the controller NIC's metric above 35, for example set it to 50.
**Symptom of incorrect priority:** all DECs fail to come online. The event viewer shows:
```
Group [Group number] car [Car number] default access has not been sent or acknowledged yet
```
## Enabling logging
### Log the Otis Compass HLI Service
Edit `OtisCompassHliService.exe.config` and uncomment the Debug line:
**Before:**
```xml
```
**After:**
```xml
```
The log file is created at: `Log\OtisCompassHliService.log`
### Registry keys for logging
Registry location: `Computer\HKEY_LOCAL_MACHINE\SOFTWARE\Gallagher\Command Centre`
Create DWORD keys as needed:
| Key | Value | Purpose |
| ------------------- | -------- | -------------------------------------------------------------------------------------- |
| `LogControllerComm` | `1` | Log Controller to `FT Otis Compass HLI Service` communication (requires Debug enabled) |
| `LogUdpMulticast` | Non-zero | Log UDP Multicast packets (requires Debug enabled) |
| `LogUdpUnicast` | Non-zero | Log UDP Unicast packets (requires Debug enabled) |
### Controller-level logging
Add to the **Additional Configuration** field on the **Advanced tab** of the Elevator HLI:
| Parameter | Purpose |
| --------------------- | -------------------------------------------------------- |
| `log_raw_data=1` | Logs outgoing and incoming packets in hexadecimal format |
| `raise_debug_event=n` | Raises additional debugging alarms (n = debugging level) |
> **Note:** these parameters impact controller performance and will slow normal operation on busy sites. Controller logs are overwritten when the log reaches 1 MB. On busy sites this can be 10 minutes or less. Remove after fault-finding.
### Wireshark
Otis engineers indicate that **port 23 on their switch is configured as a mirror port**. Plug a laptop into that port to capture all traffic with Wireshark.
## Common alarms
### "Card Did Not Select a Level"
**Cause:** the cardholder is attempting to badge to the floor they are **currently on**.
**Example:** cardholder is on floor 6 and badges to go to floor 6 again. No movement is needed, so the system logs "did not select a level".
### "Floor Out of Bounds"
**Cause:** the floor being requested exceeds the configured floor count.
**Example:** the system is configured for 5 floors but the 6th floor is being selected.
**Resolution:** check the `floor_offset` setting is correct. If there are 2 basement levels, the offset is typically `-2`. **Confirm the correct offset with the Otis Technician**, do not assume.
***
🔗 **Related**
* [Otis](/knowledge-hub/products/integrations/elevators/otis.md). Architecture, licensing, and network setup.
---
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