9
Troubleshooting
9.1
General faults, warnings, and errors
Possible faults and corrective actions are described in the table below for troubleshoot‐
ing. In the case of faults that cannot be rectified using the information below, please
contact the SICK Service department. To find your agency, see the final page of this
document.
NOTE
Before calling, make a note of all type label data such as type designation, serial num‐
ber, etc., to ensure faster assistance.
Table 7: Troubleshooting questions and replies
Question / status
Response / remedial actions
No distance and number of people
values available
Background not taught in or deleted: Teach in back‐
ground (again) or restore it.
Displayed number of people does not
match reality.
People covering each other: Consider organizational
change to paths.
People do not keep distance (< 0.2 m) so several people
are detected as one: Clarify the valid distance rules.
Region of interest is too big or too small: Check and
adjust the parameters in the
Main
menu if needed.
Ambient conditions have changed: Teach in the back‐
ground (again).
Attachment height of the device unfavorable: Change
height and teach in again.
Displayed distance values are impre‐
cise
Optics cover contaminated: Clean the cover
Highly glossy objects in the field of view of the sensor:
Modify/Remove objects or change angle of inclination
and teach in the background (again).
Attachment height of the device unfavorable: Change
height and teach in again.
Website or SOPASair is not available
when accessing the device using the
web browser.
Ensure that the PC and device are located in the same
network and that the device has an active power and
Ethernet connection.
Ensure that the PC uses a different IP address than the
device (standard device IP address: 192.168.0.1).
IP address of the device may have been changed: Down‐
load SOPAS-ET (www.sick.com/sopas), install and run
the default search for devices.
Other fault, warning or error arises.
Call up the diagnostic information in SOPAS ET.
9.2
Repairs
Repair work on the device may only be performed by qualified and authorized person‐
nel from SICK AG. Interruptions or modifications to the device by the customer will inval‐
idate any warranty claims against SICK AG.
9.3
Returns
b
Do not dispatch devices to the SICK Service department without consultation.
b
The device must be sent in the original packaging or an equivalent padded pack‐
aging.
TROUBLESHOOTING
9
8025963//2020-08-05 | SICK
O P E R A T I N G I N S T R U C T I O N S | TiM8xx DistanceGuard
33
Subject to change without notice
