Steelcase Ology User manual

Published 6/2020
Troubleshooting Guide
Power Cord
Cantilevers
Controller
Understructure
Control Box
Lifting Column
Foot
Ology™
height-adjustable desk and bench

02
Table of Contents
p 03 Maintenance Kit
p 03 Assembly Directions and User Guide Reference Links
p 04 Service Parts List
p 05 Common Procedures
p 06 Troubleshooting Problems and Solutions
p 06 No power to desk
p 07 Desk will not go up or down
p 08 Desk does not go through full range of motion
p 08 Lifting Columns are not synchronized (one is higher than the other)
p 08 Desk goes up, but not down (or vice versa)
p 09 Desk movement is not smooth
p 09 Lifting Columns jerk or hop while raised or lowered
p 09 Height displayed is incorrect
p 10 Digital-Display Controller is unresponsive
p 10 How to test individual Lifting Columns
p 10 How to test Control Box for function
p 11 Error Code displayed on Digital-Display Controller
p 14 How Ology Desks and Benches Work

Obtain a set of parts or order the Ology/Flex Maintenance
Kit, OLMEKT (Available Fall 2020). The kit includes:
•Active Touch Controller
•Low-Voltage Cable
•Power Cord
•3-leg Control Box
•Battery (optional)
•Support Software Connection Cables (optional)
•User Guide
•Troubleshooting Guide
Always maintain a complete kit of spare parts that are known
to work properly, to quickly identify the root cause of problems
and resolve issues.
03
For ease of troubleshooting a digital error code reader
(e.g. Active Touch Controller) is recommended.
Read the Assembly Directions and User Guide:
Reference the Assembly Directions, also available online at
steelcase.com/installers, to ensure the desk or bench is assembled correctly.
Reference the User Guide, available online at steelcase.com/ology/userguide/en
for information on how to operate the desk, presets and height display information.
If after confirming proper assembly, and there are still problems with the
Steelcase desk, reference the troubleshooting steps throughout this document.
Scan the QR code to visit the product support page:
steelcase.com/ology/support
Note: Desks shipped prior to December 18, 2017 have software 3002000
v1.37 which is not compatible with the Active Touch controller. The Active
Touch Controller Kit, OLATKT, can upgrade an existing Ology desk to replace
the Up/Down or 4 Preset Programmable Controller.

4
STYLE PART NO.
BASIC HEIGHT:
Lifting Column Desk 1106409 0 01SR
Bench 11122730 01SR (LH)
1112273002SR (RH)
EXTENDED HEIGHT:
Lifting Column Desk 24465401SR
Bench 1041141001SR (LH)
1041141002SR (RH)
ELECTRONICS:
Control Box 841364900SR (2-leg)
841300004SR (3-leg, International)
Active Touch Controller 1093247001SR (North America)
Simple Touch Controller 1093294001SR (Non-Antimicrobial)
1093294002SR (Antimicrobial)
1093294003SR (Non-Antimicrobial, Int’l)
4 Preset Controller 24316101SR (North America)
24316102SR (Int’l)
Low-Voltage Cable 24012601SR (≤5715 ⁄16"W)
24012602SR (≥58"W)
Power Cord 22047301SR (North America)
22047320SR (Chicago)
25380201SR (Int’l, desk only)
Obtaining replacement parts:
After troubleshooting the desk, if replacement parts are required refer to the
Product Reference portal for assistance or contact your local Steelcase dealer.
If you need help, call 888.STEELCASE.
Service parts list:

How to synchronize the desk:
(Digital Display: E01, INITIALIZE, SYNCHRONIZE)
1. Move objects from under the desk that may
impede the lowest height when the desk is
fully lowered (e.g. storage, chairs).
2. If items are attached to the desk
(e.g. privacy screens, computer), make sure
they are free from obstruction too.
3. Adjust the desk to its lowest position.
4. Release the Controller.
5. Press down on the Controller and hold for
10 seconds. When synchronized, the desk
will move up and down slightly.
6. Raise the desk all the way up to ensure
cords are not disconnecting. Then lower all
the way down to confirm proper function.
Every desk must be synchronized
periodically for proper use.
After replacing parts, the desk
must be synchronized.
How to power cycle the Control
Box:
In the unlikely event an error occurs, and the
desk is unresponsive:
1. Unplug the desk Power Cord from the outlet.
2. Wait 10 minutes.
3. Reconnect power to the desk.
4. Synchronize the desk. (see above)
5
3
seconds
10
5
6
1
Common Procedures
4
3
1

No power to desk:
1. Check for power at the outlet.
2. Check that the Power Cord is fully seated
in the Control Box.
3. Inspect the Power Cord for defects;
replace the defective cord.
4. Check that all the Low-Voltage Cables are
fully connected.
5. Inspect the Low-Voltage Cable for defects;
replace any defective cables.
6. Inspect the Control Box for damaged pins.
If any appear bent, use a thumb tack to
correct.
7. Synchronize the desk.
(Refer to page 05.)
06
2
4
6
Troubleshooting Problems
and Solutions

Desk will not go up or down:
1. Check for power to desk.
(Refer to “No power to desk” on page 06.)
2. Check for a foreign device (Error Code
E09). Verify the Controller is the only device
plugged into the Control Box. Unplug cables
(e.g. phone, Ethernet) from the secondary
RJ45 connector on the Control Box.
Synchronize the desk. (Refer to page 05.)
3. Check that the desk is not severely
overloaded (Error Code E41, E42, E43,
Overload). Remove or redistribute weight
on the desk; weight needs to be evenly
distributed and not concentrated over one
Lifting Column. Synchronize the desk.
Tip: The lifting capacity varies by desk size
and the calculated lifting capacity amount is
labeled under the desk.
4. Check the Controller by plugging a new
Controller into the Control Box.
5. Adjust the desk up or down. If the desk starts to move, replace the
defective Controller. After the Controller is replaced, synchronize the desk.
6. Check the Control Box by plugging the
original Power Cord, Controller and Low-
Voltage Cables into the new Control Box.
Tip: Software 3002000 v1.37 is not compatible
with the Active Touch controller. Replace with
a compatible Control Box with software that is
labeled SW 3002000 v1.57.
7. Adjust the desk up or down. If the desk starts to move, replace the
non-working Control Box. After the Control Box is replaced, synchronize
the desk.
8. Test individual Lifting Columns. (Refer to page 10.)
07
2
4
3
WRONG

Desk does not go through full range of motion,
Lifting Columns are not synchronized (one is higher
than the other):
(Error Code E12)
1. Synchronize the desk. (Refer to page 05.)
2. Test individual Lifting Columns. (Refer to page 10.)
Desk goes up, but does not go down (or vice versa):
1. Synchronize the desk. (Refer to page 05.)
2. Power cycle the Control Box. (Refer to page 05.)
3. Unplug each Low-Voltage Cable from the Control Box.
4. Inspect the Low-Voltage Cables and Control Box for damaged pins.
If any appear bent, use a thumb tack to correct.
5. Adjust the desk up and down. If the desk starts to move, synchronize
the desk.
6. Check the Control Box by plugging the original Power Cord, Controller
and Low-Voltage Cables into the new Control Box.
7. If the desk still does not adjust properly, adjust the desk up or down.
If the desk starts to move, replace the non-working Control Box.
After the Control Box is replaced, synchronize the desk.
8. If the desk still does not adjust properly, remove the end cap to check
the Low-Voltage Cable connection at the Lifting Column.
Tip: Disassembly of the desk will be necessary to access the center
Lifting Column on a 3-leg desk.
9. Check the Low-Voltage Cable by plugging a new Low-Voltage Cable
into the Lifting Column and Control Box.
10. Adjust the desk up and down. If the desk starts to move, replace the
defective Low-Voltage Cable. After the Low-Voltage Cable is replaced,
synchronize the desk.
08
DAMAGED

Desk movement is not smooth; Lifting Columns jerk or
hop when raised or lowered:
1. Synchronize the desk. (Refer to page 05.)
2. Check that the glides are properly adjusted, and the desk is level.
3. Test individual Lifting Columns. (Refer to page 10.)
4. Loosen (but do not remove) all the screws attaching the Lifting Columns
to the worksurface.
5. Adjust the desk all the way up and all the way down, then re-tighten
worksurface attachment screws.
6. If the Lifting Columns are still binding, take everything off the desk, flip it
upside down and remove the worksurface screws completely.
7. Adjust the desk all the way up and all the way down.
8. The position of the Lifting Columns may shift slightly; re-install
worksurface screws in the adjusted position.
Height displayed is incorrect:
A| Height is displayed in centimeters:
1. On the Controller, press and hold the 1and
buttons simultaneously for 3 seconds.
2. The display will change from “CM” to “INCH”
or “INCH” to “CM”.
3. The new selection will flash until the light
guide fills. When all three bars are full, the
height selection is saved.
B| Height of the desk does not match display:
1. On the Controller, press 1, 2, 1, 2.
The display will begin blinking “SELECT”,
“HEIGHT”.
2. Press down on the Controller to select the
correct lowest starting height.
3. Wait for 2 seconds until the light guide
fills. When all three bars are full, the height
selection is saved.
09
1a
3
seconds
A
1b
2
seconds
3b
B

1
1
2
Digitial-Display Controller is unresponsive:
1. If the 4 Preset Programmable 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.
2. If the Active Touch Controller is unresponsive,
verify that the Control Box software is current.
Tip: Software 3002000 v1.37 is not compatible
with the Active Touch controller. Replace with
a compatible Control Box with software that is
labeled SW 3002000 v1.57.
How to test individual Lifting Columns:
1. For ease of troubleshooting, flip desk over.
2. Check individual Lifting Columns for function
by unplugging the Low-Voltage Cable(s) from
the Control Box, except for Port 1.
3. Adjust the Lifting Column all the way up and
down. Tip: If the leg adjusts through the full
height range, the Lifting Column, Controller,
Low-Voltage Cable and Power Cord are
functional.
4. If it does not move, replace the non-working Lifting Column. After the
Lifting Column is replaced, synchronize the desk. (Refer to page 05.)
5. Check other Lifting Column(s) by plugging the Low-Voltage Cable into
Port 1 and adjusting the Lifting Column all the way up or down. Tip: The
desk will only function if a Low-Voltage Cable is plugged into Port 1.
How to test Control Box for function:
1. Follow the “Test individual Lifting Columns” steps above to verify the Lifting
Column, Controller, Low-Voltage Cables and Power Cord are functional.
2. Keep the Low-Voltage Cable of leg 1 plugged into Port 1, and plug-in the
Low-Voltage Cable of leg 2 in Port 2.
3. Adjust the Lifting Columns all the way up and down. Repeat with leg 3
plugged into Port 3, if necessary.
4. If the Lifting Column plugged into Port 2 or Port 3 does not move, replace
the defective Control Box.
5. After the Control Box is replaced, synchronize the desk. (Refer to page 05.)
WRONG
10