Troubleshooting Instructions - Barco Demetra User Manual

Troubleshooting

5.1 Troubleshooting instructions

Please check the Demetra knowledge base on
troubleshooting information.
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Fully recharge the battery and check again. If the condition persists, your Demetra Scope may require
servicing.
LED fails
The LEDs used in your Demetra Scope are designed to last over 100,000 hours. If any of the LEDs fail, your
Demetra Scope requires servicing.
LED indicator error codes
In case the LED indicator in the grip of the device shows other behavior than during normal operation, please
contact the Barco helpdesk. Normal operation of this LED indicator includes the following:
• Off: Default behavior/charged battery (>20%)
• Steady orange: Battery low (≤20%)
• Slow blinking green: Battery charging (when placed in battery charging station)
• Steady green: Battery fully charged (when placed in battery charging station)
The device doesn't charge
Check the power cable connection
• Has the adapter cable been plugged in correctly into the battery charging station?
• Has the country adapter plug been attached properly?
Use only the power supply included in the Demetra box, or a spare part provided by Barco, for
charging your device.
Service procedures
• First line support should be obtained from a Barco Authorized Reseller, if applicable.
• Second line support under DemetraCare is made available by Barco during regional business hours as
specified on www.barco.com/support. Refer to
details on how to create a myBarco account and service ticket.
• Customers are encouraged to contact the helpdesk via the e-portal and to use available on-call services
for critical and time sensitive issues only. Logging service tickets through the e-portal is recommended
good practice to ensure that support requests are properly routed and escalated.
• Customer's requests shall be made by a dedicated professional who may be an employee or a service
provider of Customer; who should be knowledgeable about the Application and the operating environment;
who shall not be replaced without written notice to Barco (the "Customer Contact").
• A service ticket:
- Can be opened by the Customer Contact only
- Should include at least the following information:
◦
information on the nature, causes, and impact of the issue, in as much detail as possible
◦
log files, configuration files, screen images, and other information required for issue troubleshooting
and analysis
◦
remote login or VPN access to Customer's systems, where required (and where permitted by
Customer security policies), or, as an alternative, direct access to Customer's systems while in
contact with Barco
◦
any other information reasonably requested by Barco to timely respond to questions and requests
- The Customer Contact shall confirm to Barco whether Barco's support has resolved Customer's issue
- Barco may close a service ticket on written notice to Customer in the absence of Customer's
confirmation or when the issue, in Barco's reasonable opinion is resolved.
36 K5902200 /02AC Barco Demetra
www.barco.com/support
www.barco.com/support/knowledge-base/KB5034
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