Maintenance
25
© 2017 Nortek AS
8
Troubleshooting
This section contains information on where to start looking if an instrument does not behave as
intended. If you encounter a problem, you should:
Get a good overview of the problem; make notes during the troubleshooting process
Work in a systematic way and do not neglect the obvious. Start by looking at simple causes,
such as power not connected, bad connections, etc.
If the setup uses custom cables, power supply, etc. first assemble and test the instrument using
the cable that originally came with the instrument. You can always return to the standard setup,
which is the easiest way to get the system to work, to confirm that the problems are not caused
by a faulty instrument.
If your instrument behaves strangely try updating both your software and firmware to the latest
versions. There may be incompatibility between an older version of firmware and newer version of
software, and vice versa. The maintenance page will show if the versions of firmware and
Applications/Documentations are up to date when accessed from a computer that is also
connected to the internet. Clicking on the Check for Updates button will make sure the version
status is downloaded over internet. MIDAS has a similar option in the Help menu > Check for
updates. This will check for new releases of the MIDAS software when the computer is connected
to Internet. The release state of the instrument firmware is checked at the same time if MIDAS is
connected to an instrument.
To help us give good support, please
Be specific about the error - a screenshot is often helpful
Include a sample file showing the error, if possible
Include information about firmware and software version used
Include serial number (Head ID, Hardware ID or order number)
A
Support file
can be downloaded from the instrument and is used to assist you in the best
possible manner. To retrieve this file through the web browser interface, find it under Maintenance.
A *.gz file is then downloaded and can be sent directly to Nortek for diagnosis.
If it turns out that the instrument will have to be sent back to Nortek for repair, check out
http://www.
nortek-as.com/en/support/customer-forms
for more information. Make sure to include all the
information requested in the Proforma Invoice document.
8.1
Communication
Instrument connected through Ethernet cable
Does the Ethernet cable have a source of power?
Check network cabling connection: If your computer has light emitting diodes (LEDs) next to the
connection where the Ethernet cable plugs into the computer, check if the LEDs are lit to indicate
the current status of the network device. If the LEDs are not glowing/blinking, check that the
connector is ok and try to re-plug. Refer to your computer's manual for information about the
Ethernet port LED.
Check the LED on the switch or router. The LEDs should be lit when there is a connection
between the computer, the network router or switch and the instrument. If not, try switching it on
and off to reset the switch/router.
If an Ethernet switch is used, its Ethernet port should also show an active Ethernet link. Try
connecting with a different cable. If not, there is a problem with the computer connection.
If you have a button for turning on/off the wireless network antenna on your computer, turn this off.
Connect the communication cable directly from the computer to the instrument to bypass all of the
network wiring and router. Is the PC showing that the link is active? Wait a minute or two and
check again.
If the connection was lost all of a sudden; run a test and analysis function in Windows (see step-
by-step description below)
If the instrument is visible in the Windows Explorer: Send a Break in the terminal emulator, then
