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Common computer related issues

The computer that runs your SCADAview software is at the very heart of the system. It notifies you when there's a problem, provides reports and gives an overall view of how your system is operating. So, it stands to reason, when there's a problem with your computer, panic sets in quickly. We'll talk about some of the most common issues regarding your SCADA computer and how to handle them:

1. Data frozen on the screen and you're getting a communications alarm- this means the computer has stopped communicating with the CTU (central unit or main control panel). A common problem is the power has been off and the system didn't properly boot up. Restarting the computer and cycling the power at the CTU (plus cycling the power on any ethernet switches or hubs in between) will usually solve the problem. Other common causes can be a broken port (serial or ethernet) on the computer or power is off within the CTU but the computer still has power from another source.

2. Your web page stopped working- we've found the number one reason for this is to be that the internet router settings have been changed or the router is not working. First, try going to a random web page from the computer to see that you have an active internet connection. If you have working internet but you still cannot access your web page, call Micro-Comm for assistance. 

3. Screens freeze at random or you see pop up windows with warnings- chances are you have a computer related virus. Have your local computer guru check it for viruses and give us a call if necessary.

4. SCADAdial stopped working- the SCADAdial modem is connected to the phone line which means that a local lightning strike can break it. If having problems with SCADAdial, it's a good idea to first test the phone line itself by plugging a phone into the wall jack and making a call. About half the time, SCADAdial issues are related to a faulty outside line. 

5. Computer is completely dead- if it won't power up, or won't full boot up, chances are there is some type of system failure such as a defective hard drive or system board issue. If the computer is under a factory warranty, please call the manufacturer (such as Dell) and they will provide parts and/or on site repairs for you. If it is not under warranty, give us a call for further assistance.

NOTE- The SCADA computer does not actively control the system; meaning that if the computer goes off line, the CTU and individual RTU's will continue to run the system even if the computer is off line. 

As always, call Micro-Comm for assistance with any of these issues at 913-390-4500.
on line at www.scadaview.com
Computers: A necessary evil?

The short answer is yes.  Without saying, a computer HMI on your SCADA system saves time and money, not to mention it will automatically log every aspect of your system operation and even notify you when there’s a problem. However, as you know, computers come with their own set of problems that can be a real show stopper when they go down. So how can you better prepare yourself for this?

Call Micro-Comm before making ANY network or administrative changes to avoid further complications.

Back up your important data. There are a few important things to back up at least on a weekly schedule if at all possible- your SCADAview set up files and history files. These items are critical when setting up a new computer.

Perform regular maintenance on your computer. Dust in a computer is a heart attack waiting to happen- it affects cooling efficiency and holds moisture. Have it inspected and cleaned on a regular basis.

Make note when changes are made that might affect the computer. For example, if your internet provider replaces or modifies a router OR if the administrator makes changes within the network it could affect some aspect of the SCADAview program, SCADAweb, SCADAdial and other remote computers running Micro-Comm software. Making note of known changes greatly aids our service technicians when you call for assistance.

Call Micro-Comm before purchasing a new computer! A quick conversation with one of our service technicians can save grief down the road. There are many aspects such as operating system, hardware requirements and more that should be considered prior to replacing a computer.
AFTER HOURS PHONE SUPPORT
 
In an effort to supply a high level of customer service and satisfaction, Micro-Comm, Inc. makes after-hours phone support available to all our customers at no additional charge.
 
Customers can call our office phone number (913) 390-4500 after hours to leave a voice message in the Service Emergency voice mailbox (press 2 when prompted to leave your message). Your voice message must include the phone number you want the technician to call. 
 
The Service Emergency voice mailbox alerts the “on-call” technician via cell phone to advise him that a customer needs to be called.
 
These calls will be returned between the hours 8 AM to 8 PM, 7 days a week and holidays by our designated “on-call” technician. The “on-call” technician will assist customers with troubleshooting, attempting to resolve system failures or determine the best course of action. 
 
Shipping repair/replacement parts and/or onsite repairs are only scheduled during normal business hours 8 am to 5 pm   Monday thru Friday. 

Business Hours; 8 am-to 12 noon and  1 pm to 5 pm CST  Monday thru Friday 
Office Phone Number (913) 390-4500 Fax Number (913) 390-4550

Micro-Comm, Inc., 15895 S. Pflumm Rd., Olathe, KS 66062-8502 
New email for FCC correspondence 

In an effort to further streamline our services, Micro-Comm now has a special email address for customer use. fcc@mc-mail.com can now be used to contact us for inquiries regarding your FCC license, renewals or any other questions you may have.


Service news

We are often asked what are the most beneficial spare parts to have on the shelf in case of a problem?

For most standard systems, we might suggest a pressure transducer, a power supply and a radio. 

Since every system is slightly different, we recommend calling the Micro-Comm service department to discuss exactly which items might be of the most benefit for you.

If keeping spare parts is not an option, remember we can always provide parts by overnight delivery as well.


Your call is important

We take pride in having an actual person answering incoming calls instead of one of those pesky auto attendants...

When calling Micro-Comm please remember while we maintain an adequate staff, there may be times where call volume is high and there may be a slight delay. Fortunately, these delays usually are not for more than a few minutes.

Since sometimes cell phone reception is poor, please clearly leave your name, call back number and brief description of the problem- we will return the call as soon as possible.
Copyright © 2017 Micro-Comm, Inc, All rights reserved.


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