Troubleshooting Method and Tools 2012

What is troubleshooting? Looking for a problem, with a good working method, to apply a properly solution! Customer satisfaction

Verify the problem kind If the problem is systematic You can replicate it It happens after an event or at a precise time If the problem is random It is difficult to isolate Do I understand why the system doesn’t do what it should does? InstallationConfigurationProduct

Three problem levels 1.Basic problems Cabling mistakes, wrong configurations… Easy experience and method is ok 2.Complex problems Wrong system topology and design, broken product… Good system knowledge and multimeter are required 3.Not standard problems Products conflicts, firmware, electromagnetic noise… High system knowledge and special tool are necessary

Basic tools for easy troubleshooting Proper tools (screw drivers, crimp toll…) Multimeter (Volt and continuity check) Computer with SystemLog SCS-USB interface (L4686/USB) Technical guides and catalogue FTP site always accessible Happy camera or Telephone for video/pictures Advanced tools for deep troubleshooting Electromagnetic field meter Power analyzer (example VR1710) Necessary Tools

The method Find a solution to satisfy the customer Before to try to solve the problem you have to collect all the necessary information and analyze the situation Start troubleshooting

Collect information Customer information Building site situation Cabling and distances Project design All are necessary to well know the state of art

Check project site and design Verify if the real project is coherent with the YouProject or YouDiagram design Distances Cabinet position & dissipation Power value (BUS and line) How is it made the cabling External noises Connection boxes Project dimension Used BUS cable Etc…

Technical Support …coming the WEB SITE to give you ALL you need ON-LINE… Request for technical assistance Software firmware update Forum and FAQ Training courses For Now use the FTP site to get the info you need and call our Call Center for Technical Support and Training update: FTP site link: CALL CENTER number:

Check the system rules The BUS systems have to respect some rules: Door entry and sound diffusion system has strictly regulations in term of product connections and distance In general the other BUS devices have free connection, but there are some product with IN-OUT connection, phase and neutral, tamper protection. Check them first! Alarm has limited cabling rules The power supply mustn't overloaded Is the BUS cable running with 230V? Etc… Please open a discussion to make some examples

Know the project site situation To help the customers to fix a building site problem, a good commercial attitude and a nice relation is fundamental in troubleshooting! An opening and friendly meeting to win back the installer relationship is necessary to understand the commercial/technical project site situation. Start with a warm coffee!

The key point: find the reason! To understand why the system is not doing what it should does, you can use some instruments and method, but the most important trouble shooting gear, is your experience, skill and patience! Do I understand why the system doesn’t do what it should does? As much project you can visit, as much problem you can fix, your professionalism became higher

System and problem analysis With your professionalism and thanks to the instrument and software, you have to check and understand: What the system is doing? What the system is not doing? Why is it doing that? What is the reason? Where the cause comes from? You also have to collect additional information as: Products production date Firmware version (always update the last one) System typology (residential, tertiary) Environmental state of the art Result of your measurement BUS tension Cable distance Possible radio-proof walls/surfaces Close radio emitter antennas

Topology, cabling & configuration Check the system topology: If the SCS-SCS system needs more power supplies, means physical-logical BUS extension, it has particularly rules in term of device position and configuration Check the cable connection : Following the design draw, check cable by cable (short circuit and tester, or pull them) Check the properly terminal connections Configuration: If the configuration is physical, read it, if it is virtual, connect the PC and start the diagnostic with SystemLog

Recognize the problem To find the problem, you can: If it is possible try to simplify the system Isolate the problem in a smaller cabling installation Run an extra cable on the floor to make easer the cabling Use an extra device to test the real one Verify the function with an alternative path Make some similar example

Product & firmware version check Some time the problem comes from the product because of defective hardware or firmware Before going on site, collect all the information regarding the involved products: if it is necessary, bring with you some spare parts and the latest firmware to update the project Software and firmware FTP site

To operate rationally, before acting on the system, please control the scheme and check the system extensions, the appropriate use of the relative SCS-SCS interfaces and their configuration. BUS system structure SCS-SCS interface Private riser (apartment) DES Riser DES Backbone Local BUS SCS-SCS interface Apartment interface Riser interface

SytemLog This is a monitor software for SCS technology bus. It is able to monitor the SCS installation thanks to the USB interface. It covers all SCS system : DES (2 wire, 8 wire and D45) Light and motor automation (only SCS) Temperature control Intrusion alarm Sound diffusion Energy management Auxiliary It can check everything in 2 mode: On line (with the laptop connect to the interface) or in Off line mode (without any PC). Troubleshooting software L4686/USB

Plug ON LINE MODE There aren’t limitation because all events are stored into the PC; it is possible export the encrypt file and send to the system expert (level 3). OFF LINE MODE Plug There are limitation because all events are stored into the interface memory; it is possible memorize 2000 events and after that it start to overwrite How to use SystemLog

SCS-USB interface connection Because of the SCS architecture, it is very important the right SCS-USB interface position connection, to correctly analyze the desired relative digital frames. SCS-SCS interface Local BUS SCS-SCS interface Private Riser SCS-SCS interface Burglar alarm SCS-ZigBee interface ZigBee network

) Int. unit ) Power supply Here the problem could be the distance among PS and furthest device. It’s enough add a physical expansion interfaces. Keep attention that it is not possible to connect 2 power supply in parallel because the signal decrease. Here the problem is the PS. In this case it is necessary replace the faulty device. Intervention example 1 Power supply Int. unit

Intervention example 2 Not any response action if you press the shutter switch! Connect the PC interface on the bus into the cabinet to use the software to read the digital frames and understand what orders the switch is forwarding to the shutter actuator. You can recognize sender and receiver.

Intervention example 3 Faulty load on a BUS dimmer! When a BUS dimmer loose it’s load, because it is broken or unconnected, the on board LED is flickering and the device send an auto-diagnostic frame on the BUS.

Intervention example 4 A scenario is driving some loads which should not be included A scenario is actually a list of pre- recorded orders. The only way to read how it is composed this list, it is with the SystemLog tool.

Intervention example 5 A faulty event happened on the system, but it is not clear why. Use the SCS-USB interface to read what are the frames, in order to understand what was the problem cause.

Intervention example 6 System check trough OPEN commands template. Use the SCS-USB interface to read what are the frames, in order to understand what was the problem cause. Please note the OPEN monitoring

Technical solution Once the problem is known, find a solution: Fix installation or configuration mistakes Update or substitute bad product System reorganization Alternative solution Run new cables Etc.. Leave the site working properly

...if no technical solution If it is not possible to find technical solution and the support form the LEGRAND is required, those are the necessary information to collect before forward the help request. – Diagram – Products configuration – SCS and OPEN frames recording log – Site pictures or small video clip to display the relative problem – Product production date – Cable connection used – Troubleshooting Form for every system part SOLUTION The troubleshooting format are available on the FTP site in the NEW TROUBLESHOOTING Folder (in Legrand Automation family)

Commercial result Most of the times the solution is easy and possible Some other times, a commercial solution is the only one If the technical solution will come delayed, a commercial agreement could satisfy the client! Customer satisfaction

Resuming situation-tools YouProject or YouDiagram SystemLog Multimeter FTP site Legrand web site (..COMING SOON) Legrand TeamViewer (remote access) Technical bulletin Quotation&Configuration check Configuration check on field Cabling check Product functions check Product software update Product firmware update System start up service Please make sure that you go step by step on the procedure suggested before to contact the Legrand Call Center in order to optimize your time and our Problem analysis