Steelcase Ology User manual

Published 5/2016
Troubleshooting Guide
OLOGY HEIGHT-ADJUSTABLE DESKS
HOW THEY WORK
•Each Lifting Column contains an individual motorized lift mechanism.
•The Control Box contains a power transformer. This converts high-voltage AC current from the
wall outlet (120v or 240v) to low-voltage 18v DC current, which powers the Lifting Columns.
•Only the main power cable carries high voltage. All other cables are low voltage.
•The Control Box contains a computer processor with embedded software controllers.
•The Control Box controls all aspects of Desk motion, and synchronizes motion of the individual
Lifting Columns.
•The Control Box will shut down the entire Desk if a fault is detected. For example, if one Lifting
Column is binding or trapped, it will draw significantly more current than the other Lifting Column,
and the Control Box will shut down the entire Desk to prevent further damage.
•The Controller is the user interface to the Desk, and directs all Desk movements via the Up-Down
buttons and the Preset buttons.
•Preset data is stored in the Controller itself, not the Control Box.
Power Cable
Control Box
Cantilevers
Controller
Low-Voltage Cable
Understructure
Lifting Column
Foot

READ THE ASSEMBLY DIRECTIONS AND USER GUIDE
Many times, problems can be the result of improper assembly. Reference the Assembly Directions
document to ensure the Desk is assembled correctly. If so, reference the troubleshooting steps throughout
this document.
TROUBLESHOOTING PARTS KIT
Having a spare part that is known to work will quickly lead to accurate identification of faulty components.
Without this, it can be little more than guesswork.
Steelcase strongly recommends that every Dealer maintain a small kit of parts for troubleshooting purposes.
This kit of parts should include:
1. Lifting Column and Leg Assembly qty=2 Service Part No. 24315601 (LH)/24315602 (RH)
2. Control Box qty=1 Service Part No. 841364900 (2-leg)/841300004 (3-leg)
3. Controller (digital) qty=1 Service Part No. 24316101
4. Low-Voltage Cable (2m) qty=2 Service Part No. 24012601
5. Power Cable qty=1 Service Part No. 22047301
Always maintain a complete kit of troubleshooting spare parts that are known to work properly, to quickly
identify the root cause of problems and resolve customer issues on the first try.
TROUBLESHOOTING STEPS
Step 1: Check for power at the wall outlet; ensure the Desk is properly assembled, and all cables are
securely connected.
Step 2: Check all connections of Low-Voltage Cables. Are any of the pins in the connectors damaged or
not making contact? (see Fig. 2 on page 5)
Step 3: Obtain a Control Box, Controller and Power Cable that are known to work.
Step 4: Using the known-good components, test the Lifting Columns one by one (see Common
Procedures). Replace any faulty Lifting Columns.
Between each of the following steps, be sure to initialize the Control Box (see Common Procedures).
Step 5: If all Lifting Columns operate properly, progressively swap out parts in the test setup as follows:
A. Swap the known-good Power Cable with the original from the non-functioning Desk. If it stops
working, the Power Cable is faulty.
B. Using the original Power Cable, swap the known-good, Low-Voltage Cable with the original
from the non-functioning Desk. If it stops working, the Low-Voltage Cable is faulty. Some desk
disassembly may be required.
C. Using the original Power and Low-Voltage Cables, swap the known-good Controller with the
original from the non-functioning Desk. If it stops working, the Controller is faulty.
D. Using the original Power and Low-Voltage Cables and Controller, swap the known-good
Control Box with the original from the non-functioning Desk. If it stops working, the Control
Box is faulty.
Be sure to go through all of the steps above to fully identify all faulty components.
There could be more than one!
2

COMMON PROCEDURES
POWER-SAVING CONTROL BOX:
•The Control Box automatically powers down into ‘Standby’ mode after approximately 10 seconds of inactivity.
•During Standby mode, the Control Box only consumes 0.1 watt of power.
•With the Control Box in Standby mode, the Desk can lose power without affecting the synchronization
of the Lifting Columns.
•However, if the Control Box is still active and not in Standby mode, a power loss will require that the
Lifting Columns be re-synchronized.
•Power fluctuations and brownouts can also cause the need for re-synchronization.
SYNCHRONIZE THE LIFTING COLUMNS:
•Operate the Desk all the way down to the lowest position, and release the Down button.
•Press the Down button again, and hold.
•After a few seconds, the Desk will visibly move up and down, settling to its correct “bottom” position.
•The Lifting Columns are now synchronized via the software in the Control Box.
•Operate the Desk all the way up and down to confirm proper function.
POWER CYCLE THE CONTROL BOX:
•In the unlikely event that an error occurs, and the desk is unresponsive, disconnect power to the desk
for at least 10 seconds to reset the Control Box.
•Reconnect power to the desk and synchronize the Lifting Columns as outlined above.
TEST INDIVIDUAL LIFTING COLUMNS:
•Lifting Columns can be operated individually, even if they are sitting on a bench, not assembled into a Desk.
•Obtain a Control Box that is known to work. Be sure the Control Box is unplugged, or plugged in but
in Standby mode.
•Connect the Low-Voltage Cable of the targeted Lifting Column to the known-good Control Box.
Connect only to Port/Channel 1 (farthest from the Power Cable).
•Obtain a Controller that is known to work, and connect it to the Control Box.
•If the Control Box is unplugged from the wall outlet, plug the Power Cable back in.
•With the system hot, operate the individual Lifting Column.
A. Can the Lifting Column be operated through its full range of motion?
B. Does the Lifting Column appear to function normally?
Any faulty Lifting Column must be replaced.
There are no field-serviceable parts inside the Lifting Column.
UNRESPONSIVE INTERFACE:
If the controller is unresponsive, unplug the controller from the control box for 10 seconds. Plug the controller
back in with nothing touching the faceplate. This will reset the calibration of the faceplate.
3

TROUBLESHOOTING: CAUSES AND SOLUTIONS
PROBLEM POTENTIAL CAUSE POTENTIAL SOLUTION
No power to Desk No power at wall outlet Check outlet with another device;
check circuit breakers/fuses/wiring.
Power Cable not plugged
into wall outlet
Confirm proper cable engagement into wall outlet.
Power Cable not plugged
into Control Box
Check that Power Cable is fully seated into Control Box.
(see Fig. 1 on page 5)
Faulty Power Cable Inspect the Power Cable for damage; replace any damaged cables.
Desk wiring not properly
assembled
Check that all cables are connected per the Assembly Directions.
Desk will not go up
or down
No power See above.
Desk is severely
overloaded
Base supports a maximum distributed weight capacity of
314 lbs/142.4 kg* (2-leg) and 471 lbs/213.6 kg* (3-leg).
Overloading the Desk could lead to damage that would not
be covered by warranty.
Tip: When calculating lifting capacity, subtract the weight of the
worksurface, understructure and options (i.e. integrated rail,
power and data access door or soft edge). See spec guide for
weight of each feature.
Control Box requires
reset
Perform initialization procedure. (see Common Procedures)
Lower Desk all the way down, and perform synchronization
procedure. (see Common Procedures)
Damaged pins inside
multi-pin connectors
(Low-Voltage Cable/
connector)
Ensure the Desk is in Standby mode (>10 seconds of inactivity).
Unplug each multi-pin connection point and inspect the pins.
Are they all straight and making good contact? If not, try using a
pushpin to straighten them. (see Fig. 2 on page 5)
(Otherwise, replace necessary components with undamaged versions.)
Damaged Lifting Column
wiring harness
Carefully check the condition of the Low-Voltage Cable of each
Lifting Column. (see Fig. 3 on page 5)
If any Low-Voltage Cables are damaged, the entire Lifting Column
must be replaced.
Faulty Lifting Column To prevent further damage, the Control Box will shut the whole Desk
down if one Lifting Column is faulty. Test Lifting Columns individually
(see Common Procedures), and replace any faulty Lifting Columns.
Faulty Low-Voltage Cable Swap with Low-Voltage Cable known to work.
Faulty Control Box Swap with Control Box known to work.
Desk goes up, but not
down (or vice versa)
Damaged pins inside
multi-pin connectors
(Low-Voltage Cable/
connector)
Unplug Power Cable from wall. Unplug each multi-pin connection
point, and inspect the pins. Are they all straight and making good
contact? If not, try using a pushpin to straighten them.
(see Fig. 2 on page 5) (Otherwise, replace necessary components
with undamaged versions.)
4

TROUBLESHOOTING: CAUSES AND SOLUTIONS
PROBLEM ILLUSTRATIONS
PROBLEM POTENTIAL CAUSE POTENTIAL SOLUTION
Desk does not go
through full range
of motion
Re-synchronize Desk Refer to synchronization procedure. (see Common Procedures)
Faulty Lifting Column Test Lifting Columns individually (see Common Procedures),
and replace any faulty Lifting Columns. Be sure to test all Lifting
Columns! Why? Because another Lifting Column may have the same
problem at a different height.
Lifting Columns not
synchronized (one is
higher than the other)
Re-synchronize Desk Refer to synchronization procedure. (see Common Procedures)
Faulty Lifting Column Test Lifting Columns individually (see Common Procedures),
and replace any faulty Lifting Columns. Be sure to test all Lifting
Columns! Why? Because another Lifting Column may have the same
problem at a different height.
Desk movement
is not smooth;
Lifting Columns jerk
or hop while raised
or lowered
Faulty Lifting Column Test Lifting Columns individually (see Common Procedures),
and replace any faulty Lifting Columns. Be sure to test all Lifting
Columns! Why? Because another Lifting Column may have the same
problem at a different height.
Lifting Columns are not
parallel with one another,
causing them to bind
First ensure that glides are properly adjusted and the Desk is level.
Loosen (but do not remove) all of the screws attaching the Lifting
Columns to the Worksurface.
Operate the Desk through a complete up/down cycle and then
re-tighten Worksurface attachment screws.
Still binding? Take everything off the Desk, flip it upside down, and
remove the Worksurface screws completely. Run the Desk through
another up/down cycle. The position of the LIfting Columns may shift
slightly; re-install Worksurface screws in the adjusted position.
Error Code displayed
on Digital-Display
Controller
Refer to Error Code listing Follow instructions on Error Code listing; is Desk functioning
normally? Try initializing the Control Box. (see Common Procedures)
Fig. 1 - Power Cable not fully seated
in Control Box
Fig. 2 - Damaged pins in the
low-voltage wiring connectors
OBTAINING REPLACEMENT PARTS
Contact your local Steelcase dealer to help identify and order Service Parts.
If you need help, call 888.STEELCASE.
Fig. 3 - Frayed/damaged Low-Voltage
Cables (damaged Lifting Column wiring
harness shown)
WRONG DAMAGED DAMAGED
CORRECT CORRECT
5

ERROR
CODE NAME DESCRIPTION POTENTIAL CAUSE SOLUTION/TROUBLESHOOTING
E01 Initialization The Desk has an unknown
position and needs to be
initialized
•Position error
•New Lifting Column
added
Initialize the Control Box
(see Common Procedures)
E02 Up Overload Overload has occurred •Reached end stop
•Hit obstruction
•Remove obstruction
•Initialize the Control Box (see Common
Procedures), if necessary
E03 Down Overload Overload has occurred •Reached end stop
•Hit obstruction
•Remove obstruction
•Initialize the Control Box (see Common
Procedures), if necessary
E08 Watchdog Software failed to activate
routine that checks calculations
Program fault •Unplug Power Cable for 15 seconds
•Initialize the Control Box
(see Common Procedures)
•Replace Control Box
E09 Stack overflow Software caused a stack
overflow (infinite loop)
Program fault •Unplug Power Cable for 15 seconds
•Initialize the Control Box
(see Common Procedures)
•Replace Control Box
E10 Short circuit One of the motor outputs has
short-circuited
•Squeezed Low-Voltage
Cable
•Short in motor
•Check Low-Voltage Cable connections
•Isolate and replace Low-Voltage Cable
•Isolate and replace Lifting Column
E11 Double button
pressed
One or more buttons are
pressed on passive matrix
Multiple buttons pressed
on
2 different handsets
Check Controller
E12 Cable orientation One Low-Voltage Cable is not
mounted correctly
•Low-voltage cable
plugged upside down
•Bad Low-Voltage Cable
•Check Low-Voltage Cable connections
•Replace Low-Voltage Cable
E13 Position error One Port/Channel has a
different position than others
Too much back drive
occurred
•Move Desk to lowest position
•Initialize the Control Box
(see Common Procedures)
E14 Power fail Power failure occurred •Power Cord pulled
during movement
•Internal fault
•Check that Power Cord is not caught, and is
allowed to move freely
•Plug the Desk into reliable 120v/240v outlet and test
•Replace Power Cable or Control Box
E15 Port/Channel
mismatch
Change in number of Lifting
Columns since initialization
•Disconnection
•Lifting Column added
•Check Low-Voltage Cable connections and
integrity
•Change Low-Voltage Cable or Lifting Column
•Initialize the Control Box
(see Common Procedures)
E17
E18
E19
Port/Channel
1, 2, 3 missing
respectively
Port/Channel 1, 2, 3 are
detected missing respectively
Disconnection •Check Low-Voltage Cable connections and
integrity
•Change Low-Voltage Cable or Lifting Column
•Initialize the Control Box
(see Common Procedures)
E20
E21
E22
E23
Port/Channel
1, 2, 3, 4
type error
respectively
•Port/Channel 1 is not same
type as when initialized
•Port/Channel 2, 3, 4 are
not same type as when
initialized or not same type
as Port/Channel 1
Change in Lifting Column
type
•Check Lifting Column type
•Change Lifting Column
•Initialize the Control Box
(see Common Procedures)
OLOGY DESK ERROR CODES
Error codes are only available with the 4 Preset Programmable Controller.
6

ERROR
CODE NAME DESCRIPTION POTENTIAL CAUSE SOLUTION/TROUBLESHOOTING
E24
E25
E26
E27
Port/Channel
1, 2, 3, 4 pulse
fail respectively
Port/Channel 1, 2, 3, 4
had too many pulse errors
respectively
•Loose/faulty Low-Voltage
Cable
•Hall sensor PCB inside
Lifting Column
•Check Low-Voltage Cable connections
and integrity
•Initialize the Control Box
(see Common Procedures)
•Replace Lifting Column
E28
E29
E30
E31
Port/Channel
1, 2, 3, 4
overload up
respectively
Overload up occurred on
Port/Channel 1, 2, 3, 4
respectively
•Hit obstruction
•Leg is overloaded
•Reached end stop (before
initialization at upper end-
stop occurs)
•Remove obstruction
•Remove load
•Initialize the Control Box
(see Common Procedures), if necessary
E32
E33
E34
E35
Port/Channel
1, 2, 3, 4
overload down
respectively
Overload down occurred
on Port/Channel 1, 2, 3, 4
respectively
•Reached end stop
•Hit obstruction
•Remove obstruction
•Initialize the Control Box
(see Common Procedures), if necessary
E36
E37
E38
E39
Port/Channel
1, 2, 3, 4
anti collision
respectively
Anti collision triggered on
Port/Channel 1, 2, 3, 4
respectively
Hit obstruction •Remove obstruction
•Initialize the Control Box
(see Common Procedures), if necessary
E40
E41
E42
E43
Port/Channel
1, 2, 3, 4 SLS
respectively
Safety limit switch activated
on Port/Channel 1, 2, 3, 4
respectively
Hit obstruction •Remove obstruction
•Initialize the Control Box
(see Common Procedures), if necessary
E44
E45
E46
E47
Port/Channel
1, 2, 3, 4
direction
respectively
Pulses counted wrong
direction in Port/Channel 1,
2, 3, 4 respectively
•Motor poles are crossed
•Hall sensor cables
crossed inside Lifting
Column
•Check Low-Voltage Cable connections
and integrity
•Initialize the Control Box
(see Common Procedures)
•Replace Lifting Column
E48 Port/Channel 4
missing
Port/Channel 4 is detected
missing
Disconnection•Check Low-Voltage Cable connections
and integrity
•Change Low-Voltage Cable or Lifting Column
•Initialize the Control Box
(see Common Procedures)
E49 Input error Multiple Controllers
activated simultaneously
Multiple Controllers being
activated at the same time
•Test Controllers one at a time, and then together
•One Controller is likely faulty
OLOGY DESK ERROR CODES
Error codes are only available with the 4 Preset Programmable Controller.
Part No. 939501823 Rev. D
5/2016 © 2016 Steelcase Inc. All rights reserved. All specifications subject to change without notice.
Trademarks used herein are the property of Steelcase Inc. or of their respective owners.
Visit Steelcase.com
facebook.com/Steelcase twitter.com/Steelcase youtube.com/SteelcaseTV