TECHNICAL ASSISTANCE

Here is a Troubleshooting FAQ that will assist you should problems occur. If you cannot find the answer to your problem from this FAQ, feel free to contact us via the form at the end of the FAQ. .

 

 

For further technical assistance, contact us through the form below.

READINGS

Instrument’s readings in the Control Room are far beyond the measurement range. What do I have to do?

a. After the DPM is turned ON, no LEDs flashing and the SRM is not striking

  • Check for the AC power availability

  • Check the DPM fuses located inside the DPM cabinet. Open the DPM top panel to access the fuses

  • Check the DPM DC power availability. The DC Power supply is located inside the DPM cabinet

 

b. DPM display’s LEDs sequence is out of order and/or displayed characters are corrupted or blank

 

c. DPM Display’s LEDs sequence is in order and displayed readings are incorrect

  • Test SRM and solenoid drives in the DPM : DIAGNOSTIC PROCEDURES 2 and 3

 

d. DPM Display’s LEDs sequence is in order and displayed readings are correct

  • Test Control Room Equipment and data cable: DIAGNOSTIC PROCEDURE 4

  • Verify settings of 4-20 mA analog interface if it is used for data delivery: DIAGNOSTIC PROCEDURE 5

 

e. Striker does not move. LEDs sequence is OK

  • Verify mounting brackets’ positioning on the pipe and SRM positioning on mounting brackets: Operator’s Manual Ch. 2 “Installing the SRM”

  • Test SRM: DIAGNOSTIC PROCEDURE 2

  • Test SRM cable and solenoid drivers in the DIAGNOSTIC PROCEDURES 2 and 3

 

f. Striker moves with interruptions and/or delays

 

g. Striker cannot reach the pipe

  • Verify mounting brackets’ positioning on the pipe and SRM positioning on mounting brackets: Operator’s Manual Ch. 2 “Installing the SRM”

  • Test SRM: DIAGNOSTIC PROCEDURE 2

Instrument’s readings in the Control Room are within the measurement range. Discrepancy between the instrument’s readings and the reference values are at least 3 times greater than specified. What do I have to do?

a. Local display readings are the same as the control room readings

  • Check the setup parameters of the instrument

  • Verify that the configuration file DVM_Pipe.ini is not corrupted: The configuration file’s template is located on your PC at C\Program Files (x86)\Ultimo\Setup

  • Make sure that no new mechanical equipment was attached to the pipe. If there are new mechanical attachments, retune the instrument by following the Post-Calibration Tuning Procedure as described in the Training Module #6 published on http://www.ultimompd.com/#!installation-training/c1r3q

  • Check the correctness of the site preparation by executing the following steps:

  1. Open the Real Time Window by inserting Ctrl+f1 with FFT checkbox checked

  2. If multiple unstable harmonics are present on the spectral diagram, then check the rigidity of the pipe supports and clamps

  3. If multiple unstable harmonics are present on the spectral diagram and pipe supports and clamps are rigid, then check the distance between the pipe support and the nearest source of ambient vibrations

  4. If the distance between the pipe support and the nearest source of ambient vibrations is correct, then call Tech Support

 

b. Local display readings are correct. Control room readings are not correct.

  • Test the data cable between the DPM and the Control Room: DIAGNOSTIC PROCEDURE 4

  • Reload Firmware: Operator’s Manual, Chapter 12, Appendix 4

  • Check the settings of the 4-20 mA analog interface if it is being used for the data delivery: DIAGNOSTIC PROCEDURE 5

Instrument’s readings in the Control Room are within the measurement range. Discrepancy between the instrument’s readings and the reference values less than 3 times of specified. What do I have to do?

Adjust the calibration curve by following the Post-Calibration Tuning Procedure as described in the Training Module #6 published on http://www.ultimompd.com/#!installation-training/c1r3q

 

ADAPTATION

I ran ADAPTATION Procedure and it FAILED. What do I have to do?

Follow the steps below.

 

  1. Verify that the installation site was prepared in accordance with the Ultimo requirements

  2. Open the Configuration File DVM_Pipe.ini and verify that the snr- value is not equal to the number 2

  3. If snr = 2 then go to Step 6

  4. Insert the new value for the snr equal to the old value minus 1. Then, save and close the configuration file

  5. Keep repeating ADAPTATION and each time reduce the snr value by 1 until you get to the number 2

  6. If the failure persists at the snr=2, test the SRM: DIAGNOSTIC PROCEDURE 2

 

CALIBRATION

I ran the 2pt CALIBRATION Procedure and it says “Failure”. What do I have to do?

Follow the steps below.

 

  • Verify that the calibration material samples values were inserted correctly

  • Verify that the site was prepared in accordance with the Ultimo requirements

  • Verify that the Configuration File is not corrupted by comparing its structure with the template configuration file located on your PC at C\Program Files (x86)\Ultimo\Setup

  • If items 1) and 2) are OK , do the following

  • Open the configuration file DVM_Pipe.ini

  • At the end of the file change the value of the freq_test_mode- variable to 1 and save and close the configuration file

  • Close the Monitoring Program and open it again

  • Follow the GUI wizard to obtain the Freq_Range.xls file located in the same folder as the Monitoring Program

  • Open the configuration file DVM_Pipe.ini

  • Change the value of the freq_test_mode - variable to 0 and save and close the configuration file

  • Send the Freq_Range.xls file to Ultimo tech support for further analysis

FIRMWARE & SOFTWARE

When I try to open the Bootloader software, I receive error messages. What do I have to do?

  • Verify that the USB port number of the installation laptop matches the port number shown on the DPM

  • Verify that the RS 232 serial cable is used for uploading the firmware to the DPM microprocessor

  • Verify that the installation laptop has the RS 232 serial driver correctly installed

Bootloader program cannot open the Com Port

Verify that the USB port number of the installation laptop matches the port number shown on the DPM and is not greater than Port #8

 

An attempt to open the Bootloader program produces “Create File” and “Communications” errors

Verify that the DPM is set to work in the Bootloader Mode. The DPM Display Bootloader Mode feature is described in Operator’s Manual, Ch. 11, Appendix 3

 

After the firmware upgrade was completed, the instrument stopped working properly

  • You uploaded corrupted firmware. Upload the firmware again using the firmware stored on your Program Files (x86) folder. If no improvement, call Tech Support

  • If setup commands form the Advanced Setup Window is not accepted by the firmware, then the new firmware does not correspond with the configuration file. Call Tech Support

  • Monitoring software does not match the uploaded version of the firmware: use DIAGNOSTIC PROCEDURE 7 to verify. If true, then call Tech Support

After installing new software, the instrument stopped working properly

  • You installed corrupted software. Reinstall the software using the software stored on your Program Files (x86) folder. If no improvement, call Tech Support

  • New software does not correspond with the configuration file and/or the firmware. Use DIAGNOSTIC PROCEDURE 6 to verify. If true, then call Tech Support

PC Monitoring Program does not start or gets frozen during the instrument setup operation

  • Reopen the Monitoring Program. If it does not help, reboot the laptop

  • If problem persists,

    Reboot your laptop

    If reboot does not help, then your firmware is corrupted- reload

COMMUNICATIONS & DATA

I noticed non-stop repetitions of the “Communication Failure” message on the Main Window. What does it mean and what do I do?

1. Check the serial cable: DIAGNOSTIC PROCEDURE 4

  • To prove that the USB port to which the serial cable is connected is recognized, you should open the Device Manager on the installation laptop and verify that the port number is shown under the LPT Port section and the port number is not highlighted yellow:

  • Reinstall the serial cable driver

  • Replace the serial cable

  • Replace the laptop

  • If problem persists, call Tech Support

 

2. Verify that the DPM recognizes the serial cable: DIAGNOSTIC PROCEDURE 4

  • To prove that the DPM does not recognize the serial cable when the laptop recognizes it, you should click on the "plug" button and confirm that the port number is shown on the DPM Port Setup screen

  • Verify that the USB port number of the installation laptop matches the port number on the DPM

  • Reboot the installation laptop

  • Turn OFF and then Turn ON the DPM

  • Replace the laptop

  • If problem persists, call your service provider

Corrupted or slow changing GUI graphics

Amount of RAM in the installation laptop is less than 4 GB.  Use another laptop. 

Upon opening, the Monitoring Program is trying to establish communication between the PC and the DPM. After a minute of doing so, the “Communication error” message appears on the laptop monitor

Incorrectly set serial communication mode (RS 232 or RS 485) on the DPM

Failure to deliver data via the Modbus RTU protocol

Incorrectly set Modbus mode of communication. To reset, follow instructions from Operator’s Manual, Ch. 13, Appendix 5

Instrument’s readings in the Control Room are far beyond the measurement range when 4-20 mA cable is used for data delivery

Implement the following steps:

 

  • Go to Main Menu à Setup à 4-20 mA Setup

  • Verify that the lowest value in the measurement range is associated with the 4 mA output electrical current value (analog output value). If there is no association, correctly set up the DPM analog output: DIAGNOSTIC PROCEDURE 5

  • Verify that the highest value in the measurement range is associated with the 20 mA output electrical current value. If there is no association, correctly set up the DPM  analog output: DIAGNOSTIC PROCEDURE 5

  • Confirm that the DPM analog output value corresponds with the DPM display readings

  • Confirm that the problem disappears

  • If the problem persists, disconnect the analog line between the DPM and the Control Room and measure the DPM analog output value. Verify that the same value of the electrical current is measured at the terminals of the Control Room PLC

  • If there is no match between the DPM analog output value and the Control Room’s value, then a) test the analog cable integrity: b) test the Control Room PLC  

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