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The purpose of this document is to provide possible solutions for common issues that can be encountered
with the Sapphire system. The guide will be broken down into various sections. To use the guide, select
the issues closest to your situation and then follow the steps to help resolve it.
If the issue cannot be resolved after following the steps, please contact the support team at
+1 844-275-2801 or send an email to [email protected]
Issue: Screen turns OFF immediately as the key is turned to the off
position
Troubleshooting Steps:
1. Ensure the red wire (constant power) is connected to a power source that always has voltage.
This source will have power when the key is On, Off and even when the emergency stop button
is pressed.
2. If a power source is coming from a DC-DC converter, ensure the converter does not have an
isolated ground.
Issue: Equipment cannot be used after logging in
Troubleshooting Steps:
1. There are two sets of spades on the black and grey connectors. Ensure these are connected
together.
2. Measure continuity of the drive inhibit wires. The relay should be closed after logging in.
3. On internal combustion equipment, ensure the drive inhibit wires are not connected to an area
that has high ampere.
4. On battery electric equipment, ensure there are not any error codes after logging into the
equipment.
Issue: Operator does not get logged out of the session
Troubleshooting Steps:
1. Ensure the yellow wire (ignition sense) is connected to a keyed power source. This source
will have power when the key is On and will not have power when the key is Off or when the
emergency stop button is pressed.
Issue: Touch screen has suddenly stopped working
Troubleshooting Steps:
1. If a touch screen stops responding to touch, the first step is to do a reboot of the display. This
can be achieved by pressing the UP, DOWN, and RED button simultaneously for 10 seconds.
2. The next step is to ensure the system powers up and down properly. The screen should remain
On when the key is turned to Off.
