Information For Technical Support - Emerson 475 User Manual

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INFORMATION FOR
TECHNICAL SUPPORT
Before you call Technical Support personnel, have a detailed
description of the issue, including the information below (if applicable).
Have the User's Manual for the device available.
• 475 Field Communicator system software revision.
• What is the serial number of the 475 Field Communicator having the
communication issue? This is located on the label on back of the
Field Communicator. The battery also has a serial number, but this
does not apply to the Field Communicator unit.
• Manufacturer and model of control system.
• Does the control system support HART or fieldbus communications?
• Device manufacturer name (or ID) and model revision of device (as
displayed on the 475 Field Communicator, exact spelling if possible.)
• What task is being performed when the communication problem
occurs?
• Can AMS Device Manager or another Field Communicator talk to
the device?
• Are you having communication problems with multiple devices?
• Are there any error messages displayed when attempting to
communicate with a device (e.g., device not found)?
• Does communication work when certain devices or processes are
not running?
• What is the total cable length run from the termination panel to the
device?
• What is the loop impedance in the HART device loop? (resistance
value)
• If a HART multiplexer is being used, what is the manufacturer and
model?
• Is the device in burst mode?
• Is the device address set to "0"?
• Is there more than one device on the loop?
• Is there another master (primary or secondary) on the loop? (i.e.,
control system, multiplexer, etc.)
Contacting Technical Support personnel
Contact your supplier or go to http://www.fieldcommunicator.com for
Technical Support contact information.
Troubleshooting