Troubleshooting
Getting Help
5-4
LOR772 System User Guide
Thermo Electron Corporation
Gathering Problem Data
By providing detailed information about the circumstances of the problem,
you can help the Thermo Electron Customer Support Group to identify the
cause more quickly, leading to a faster resolution.
To gather problem data
1. Make a screen capture of any error messages that appear during system
startup and shutdown. See
2. Try to repeat the problem and capture any error messages that occur.
Tip
If you cannot engage arm power, make sure that all devices in your
E-Stop chain are closed. If you still cannot engage arm power, it is likely
that you have a mechanical problem with the mover.
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3. Make copies of the POLARA log files are described in your
POLARA
User Guide
in section “Making Backup copies of POLARA Logs” in the
chapter “Getting Help with POLARA”.
4. Use a compression package like WinZip or Stuffit to zip screen captured
images, text files, and log files. They reduce the total file size, making it
much easier to e-mail.
