Required Information For Technical Assistance - Emerson 375 User Manual

Troubleshooting
REQUIRED
INFORMATION
FOR
TECHNICAL
ASSISTANCE
Before you call for technical support personnel,
have a detailed description of the issue including
the following (if applicable) information:
• Manufacturer and model of control system (if
applicable)
• 375 Field Communicator system software
revision
• Manufacturer ID number or name and model
revision of field device (As displayed on the 375,
exact spelling if possible.)
• Have the User's Manual for the field device
available.
• Does HART communication work when certain
devices or processes are not running?
• What is the total cable length run from the
termination panel to the field device?
• What is the message on the 375 Field
Communicator when attempting to communicate
with a field device (i.e., device not found)?
• What is the serial number of the 375 having the
communication issue?
• Is the device in burst mode?
• What is the loop impedance in the device loop?
(Resistance value)
• Can the 375 talk to the Field Device?
• Can the AMS Suite: Intelligent Device Manager
talk to the Field Device?
• Is the Field Device address set to "0"?
• Is there more than (1) Field Device on the loop?
• Is there another HART master (primary or
secondary) on the loop? (i.e. Control system,
Multiplexer etc.)
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