APM Customer Support Technical Training Part 5 Operation & Troubleshooting

1. APM Customer SupportTechnical TrainingPart 5Operation&Troubleshooting

2. Agenda Operation Logs History Logs 3D Image and 3D Movie Communication Test Output Simulation Firmware Update Model Upgrade Troubleshooting Suggested Support Procedure : Scanner Behavior GPRS RS-485

3. Operation Logs Press ViewLog File.. or Ctrl+W Displays stored data from last connection Allows to view older data by pressing the browse button (…) The selection is of a folder, each folder stores the raw data in HTML files

4. Operation Logs Functions inside the logs’ graphs: Zoom In – Press and hold the left button of the mouse, drag from top left corner to bottom right – zoom into the exact rectangular area selected Zoom Out – Press and hold the left button of the mouse, drag from bottom right corner to top left Pan – Hold the right mouse button when the mouse is over one of the graphs, and move to the sides The logs are stored for all connected scanners and the scanner can be replaced by selecting the polling address and scanner’s name Merge – it is possible to merge several folders together under one folder and when browsing for the log it is possible to select the entire folder, the Log Viewer will merge all data.

5. Operation History Logs Press the Basic Settings tab and select the Historic Log Sampling Period, and press Upload All to apply configuration in the scanner This option set the scanner to save the logs in it’s internal memory in every selected period

6. Operation History Logs Press View  Historic Log.. Select the logs required for download and the period of time to view the logs Press Start to retrieve all data from the scanner

7. Operation 3D Image Available in MV models Select View  Visual Mapping Allow to view the 3D image of the material surface in the vessel The image can be rotated, zoomed and panned Right click the image open several more options to change the 3D image

8. Operation 3D Image – play movie Press the New button and than the … (Browse) button Select on of the folders in the Logs folder The SW will generate the 3D movie that is in the folder Setting the interval will set the time between frames, for faster movie play set it to low number, can be 1msec

9. Operation Communication Test Recommended to be performed after any installation Press Tools  Communication Quality Test Test starts immediately Expected average delay: RS-485 – <100ms GPRS – <2000ms HART – <1000ms TCP/IP – <100ms GSM – <2000ms Expected errors or packets not answers should be 0.0

10. Operation Output Simulation In the Output Tab select Current Simulation, set the required output current to be simulated Press Simulate Measure the current on the Scanner’s output

11. Operation Firmware Update Press Device  Update Firmware Browse for the .ldr file Make sure the scanner is connected to the manager Press Start update The scanner will be reset and the upgrade will begin Recovery Mode is to be used when the scanner does not turned on or cannot be connected. Check the recovery mode, remove the power from the scanner, press start and reapply the power to the scanner Reset to Factory Defaults

12. Operation Model Upgrade Press Device  Upgrade / Downgrade Select the requested model and press OK The system will require the upgrade code when upgrading from S to M/MV and from M to MV After completion, reset to Factory Defaults and reconfigure the scanner manually

13. Troubleshooting Remote Connection It is recommended to have an option to connect to a remote site to provide immediate support The options are: Using 3DLinkPro – provide access to the scanners directly Using TCP/IP – provide access to the scanners directly, requires assistance of local IT / system administrators Using a 3G GSM USB stick – allowing to take control over the computer without the need of local IT Taking control over the customer’s computer, by Logmein, Teamviewer, Showmypc, Webex, etc.

14. Troubleshooting Scanner Behavior Check configuration and confirm them with the customer and by actual measurements Check scanner orientation Clean scanner (it always help even if there is small layer of dust inside the horns) Upgrade to the most updated FW, reset to factory defaults and reconfigure manually (save the configuration file and upload it as reference) Follow filling and emptying processes Perform Grades analysis Based on all information an educated conclusion can be made, for example: Further fine tuning using the Advanced Parameters False Echoes Mapping Changing Frequency

15. Troubleshooting GPRS Communication Check SIM card plan with the provider, confirm the possibility to send and receive SMS, GPRS is available and the quote limitation has not reached Check power supply to the 3DLinkPro, confirm same power supply to the scanners and LinkPro, check that the ratings are above 1 Ampere for the LinkPro and 120mA for each scanner, make sure there is mutual ground between the LinkPro and the scanners Confirm that the RS-485 bus has two 120 Ohm resistors, one at each end of the bus Call the SIM card number to verify an existing line Send SMS to the SIM card, can be to reset the LinkPro: HW MODEM RESET Use the Modem Wizard to configure and test the LinkPro and SIM card, set operation mode of the LinkPro according to the country

16. Troubleshooting RS-485 Communication Check that the connection between all scanners is Daisy chain Confirm that the cable in use is suitable for RS-485 – has 120 Ohm impedance, twisted-pair, shielded Make sure the shield is grounded on one end Two 120 Ohm resistors must be connected on the communication lines at the ends of the RS-485 lines Make sure that all scanners have same power supply, if not all must have the same grounding for communication reference Each scanner has different polling address