General Troubleshooting

General Troubleshooting Practices

• Ensure non-responsive equipment is powered. hydraulic/electric/air is on, no fuses have been blown, no safety's turned off etc.

• When troubleshooting parts, it is better to use parts you know are functional and in use, IE swapping the probes from a nonfunctional/misbehaving knee and a functional knee, rather than a spare off the shelf you do not know the state of.

• Mill Operators vary greatly in technical expertise and may claim they have tested or calibrated correctly, Sometimes double checking a calibration or test can point out a procedural issue.

Gathering Details from the Customer

• Ask questions

  • Can we reproduce the issue, if so what steps reproduce the issue?

  • Has anything changed in the mill?

  • When did this start happening?

  • How often does this issue occur?

  • Is it specific to a single operator? Operational procedure can be important.

  • Is it specific to a time or period of the day? (bad scans due to specular data from sunlight? Temperature changes? etc)

• Record information, progress and results in the customers note file, and make an entry after speaking/working with them. If the issue takes multiple days to resolve ensure to note what steps you have taken to attempt resolution of the issue. When resolved, note the issue and any replaced parts or changes made to the customer’s system. Make sure to note steps that did not resolve or change the problem.

General Troubleshooting Issues

Touchscreen Issues

• Run the ConfigureUSBDevices Script in App\PCInstallFiles

• Check USB connection on either end, it can often shake lose from vibration or concussion. A small dab of glue, or other bracing measure has been helpful before.

• Clean the touchscreen, may try to continually touch a location, or stuck in the touched state. For optimizer check the setworks internal touchscreen as well for object touching screen.

Communications Issues

• Check related troubleshooting screens on the application to see if you can determine when/why/how often communication is lost.

• Check the ethernet switch/connections, are they lit up?

• Unplug/Replug the connection at both ends. Check the ethernet cable end if possible to ensure the head was properly terminated, and that its fits snugly into the ethernet port. Use a spare cable if possible to verify the cable is not the issue.

• Try to ping the device from the Optimizer PC to see if it is on the network.

• If you know a device is on the network, but you cannot find it, see if there is another device on the network with the same IP address.