Required Information For Technical Assistance - Emerson 375 User Manual

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REQUIRED
INFORMATION
FOR
TECHNICAL
ASSISTANCE
Before you call Technical Support personnel, have the
User's Manual for the field device and a detailed
description of the issue, including the following
information (if applicable):
• 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 Field
Communicator, exact spelling if possible.)
• Does 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
(e.g., device not found)?
• What is the serial number of the 375 Field
Communicator having the communication issue?
• Is the device in burst mode?
• What is the loop impedance in the device loop?
(resistance value)
• Can the 375 Field Communicator talk to the field device?
• Can AMS Device Manager talk to the field device?
• Is the field device address set to "0"?
• Is there more than one field device on the loop?
• Is there another master (primary or secondary) on the
loop? (i.e., control system, multiplexer, etc.)
• Does the control system support HART or fieldbus
communications?
• If a HART multiplexer is being used, what is the
manufacturer and model?
• What is the approximate field device loop length? (length
of the wire)
• Are there any error messages being displayed?
• What task is being performed when the communication
problem occurs?
• Are you having communication problems with multiple
field devices?
Contacting Technical Support Personnel
Contact your supplier or go to
http://www.fieldcommunicator.com/supp.htm for
Technical Support contact information.
Troubleshooting