Before Contacting Technical Support - OEM BL2500 User Manual

PLC BL2500 User's Manual
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7.3.2 Before Contacting Technical Support

Some things you should try before you contact Technical Support are:
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Check out the documentation.
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Consider recent changes on your system. If something used to work, think about what may have
changed. New software installation or general system changes can affect performance and general
functionality of other software on your system.
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Verify that the entire system has good, low-impedance, separate grounds for analog and digital
signals. The BL2500 is often connected between the host PC and another device. Any differences in
ground potential can cause serious problems that are hard to diagnose.
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Do not connect analog ground to digital ground anywhere.
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Verify that the power supply has enough capacity and filtering to support the BL2500.
If you cannot find an answer to your technical question in the product documentation or help system,
send your request to OEM Technology Solutions technical support via email support@oem.net.au.
Please try to define the problem before you contact Technical Support so that you can repeat the steps
that led to the problem and specifically identify when and how the problem occurred. The Technical
Support representative will need to know exactly what the problem is in order to provide help. These
steps will help us pinpoint and solve your problem more quickly.
Please have the following information available:
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Hardware environment: Target details (BL2500 model), Host PC details and a brief description of the
physical I/Os used.
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Software environment: Windows Operating System.
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PLC filenames used.
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PLC Kernel version: You can obtain this information from the Target Configuration Window
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(Module Version, Kernel Version, Kernel Description).
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PLC license information.
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Description of the problem or error, including specific text or error messages.
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Steps to reproduce the problem, if it is reproducible.
OEM Technology Solutions
FAQ and Troubleshooting
Page 58