GemOne SAPPHIRE User manual

SAPPHIRE SYSTEM
Trouble Shooting Guide
EN

Content
General information 4
Issues 5
Screen turns OFF immediately as the key is turned
to the o position
Equipment cannot be used after logging in
Operator does not get logged out of
the session
Touch screen has suddenly stopped working
Screen does not power OFF at all
Screen powers OFF and then powers ON
immediately
Screen restarts upon crank
Operators cannot log into the screen
Override code does not work
Screen does not turn ON when key is turned
to On
Screen does not connect in
RFID Scanner was picking up cards
and now it does not
Impact alarm keeps going o
Can be driven without logging in
GPS location cannot be seen on the website
BMS information is not coming up
on the display
Scale is not displaying any weight
Weight on scale page is jumping
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The purpose of this document is to provide possible solutions
for common issues that can be encountered with the Sapphire
system. The guide will be broken down into various sections.
To use the guide, select the issues closest to your situation
and then follow the steps to help resolve it. If the issue cannot
be resolved after following the steps, please contact the support
team at:
[phone] or send an email to [email protected]
General information Issues:
Screen turns OFF immediately as the key is
turned to the o position
Troubleshooting Steps:
1. Ensure the red wire (constant power) is connected to a power
source that always has voltage. This source will have power
when the key is On, O and even when the emergency stop
button is pressed.
2. If a power source is coming from a DC-DC converter,
ensure the converter does not have an isolated ground.
Equipment cannot be used after logging in
Troubleshooting Steps:
1. There are two sets of spades on the black and grey connectors.
Ensure these are connected together.
2. Measure continuity of the drive inhibit wires. The relay should
be closed after logging in.
3. On internal combustion equipment, ensure the drive inhibit
wires are not connected to an area that has high ampere.
4. On battery electric equipment, ensure there are not any error
codes after logging into the equipment.
Operator does not get logged out of the session
Troubleshooting Steps:
1. Ensure the yellow wire (ignition sense) is connected to a keyed
power source. This source will have power when the key
is On and will not have power when the key is O or when
the emergency stop button is pressed.
4

Touch screen has suddenly stopped working
Troubleshooting Steps:
1. If a touch screen stops responding to touch, the rst step is to
do a reboot of the display. This can be achieved by pressing the
UP, DOWN, and RED button simultaneously for 10 seconds.
2. The next step is to ensure the system powers up and down
properly. The screen should remain On when the key is turned
to O.
Screen does not power OFF at all
Troubleshooting Steps:
1. Log into the screen and then go into the diagnostics page.
Note down the rmware version and then call the support team
at [phone].
2. Support team will verify the rmware version and then send
the corresponding command to shut down the screen.
Screen powers OFF and then powers ON
immediately
Troubleshooting Steps:
1. When the key is turned to the O position, ensure there
is no voltage at the yellow wire when the key is O. If there
is voltage, the screen will power ON and the situation will
loop continuously.
Screen restarts upon crank
Troubleshooting Steps:
1. Assuming the equipment is 12-24V, ensure the equipment does
not have a 36-80V junction box. This will cause the screen
to restart upon crank.
2. Measure the voltage at crank. If it falls below 9V at crank,
the battery will need to be replaced as it is not enough to
power the screen during crank.
Operators cannot log into the screen
Troubleshooting Steps:
1. Ensure the operator has been set up on the website with access
to relevant equipment.
2. Ensure the operator does not have an expired license date.
3. Contact the support team for additional steps to troubleshoot
at the equipment .
Override code does not work
Troubleshooting Steps:
1. Ensure the access type is set to Override.
2. Ensure the code has been set up as an override on
the Sapphire portal.
3. Contact the support team to either check or set up
an override code.
6

Screen does not turn ON when key is turned
to On
Troubleshooting Steps:
1. Ensure the Sapphire system is not going through a DC-DC
converter as it could introduce issues with isolated grounds.
2. Ensure the correct interface box is installed on the correct
equipment.
3. If installation appears to be OK, note down the make,
model, and serial number of the equipment
and then contact the support team.
Screen does not connect in
Troubleshooting Steps:
1. Ensure the antenna is connected to the MDM port
rather than GPS.
2. On AF50 (AT&T) displays - contact the support desk
for additional steps on how to check the APN.
RFID Scanner was picking up cards
and now it does not
Troubleshooting Steps:
1. If an RFID scanner was working and then it suddenly stops,
complete a hard reboot by pressing the UP, DOWN,
and RED button simultaneously for 10 seconds.
Impact alarm keeps going o
Troubleshooting Steps:
1. Ensure the alarm or lockout level is not set too low.
2. Check the mounting of the interface box. Ensure is bolted
to the chassis and not attached using cable ties, double sided
tape, or velcro.
Can be driven without logging in
Troubleshooting Steps:
1. Check what is on the screen right after the system boots up.
If it is the “driver home” page, the constant power is being
cut when the key is O and needs to be moved to a constant
power source.
2. Ensure the equipment is not bypassed at the equipment
by checking the drive inhibit wires. It should be connected
to either the starter relay coil (internal combustion)
or operator presence switch (battery electric).
GPS location cannot be seen on the website
Troubleshooting Steps:
1. Ensure the GPS antenna is connected to the GPS port.
2. Contact the support desk to ensure the GPS command
has been sent to the module. The serial number of the
display is required here. This can be found at the back
of the display on the white sticker.
8

BMS information is not coming up
on the display
Troubleshooting Steps:
1. Ensure the BMS is connected to the interface box via the 6 pin
connector.
2. Contact the support team to ensure the BMS command has
been sent to the module. The serial number of the display is
required here. This can be found at the back of the display on
the white sticker.
Scale is not displaying any weight
Troubleshooting Steps:
1. Ensure the transducer is receiving the correct voltage
and it has been installed in the correct position.
2. Contact the support team to ensure the scale command has
been sent to the module. The serial number of the display is
required here. This can be found at the back of the display on
the white sticker.
Weight on scale page is jumping
Troubleshooting Steps:
1. Increase the debounce feature under the setting page.
A high value (10%) will hold the voltage longer which allows
the screen to stabilize the weight.
2. Change the measuring “point” to be at a higher point whilst still
being within site safety requirements.
10

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