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

11
Error code displayed on digital display Controller:
ERROR
CODE POTENTIAL CAUSE SOLUTION / TROUBLESHOOTING
SELECT
HEIGHT
•Desk height not selected 1. Lift up or press down on the Controller to
scroll through the starting heights.
2. Choose the correct height.
3. Wait for 2 seconds until the light guide
fills. When all three bars are full, the
starting height is saved.
E01
INITIALIZE
SYNCH-
RONIZE
•Desk has an unknown
position
•Desk has been unused for
a long period of time
•Lifting Column added or
replaced
•Electronics added or
replaced (e.g. Control Box,
Controller, Low-Voltage
Cable)
1. Synchronize the desk. (Refer to page 05.)
E08 •Software program fault 1. Unplug the Power Cord from the outlet
for 15 seconds, and plug back in.
2. Synchronize the desk. (Refer to page 05.)
3. If steps 1-2 do not work, replace the
Control Box.
4. After replacing the Control Box,
synchronize the desk.
E09 •Multiple Controllers
activated at the same time
1. Test Controllers one at a time.
2. If necessary, replace the faulty Controller.
3. After replacing the Controller,
synchronize the desk. (Refer to page 05.)
E10 •Power Cord pulled during
desk adjusting up or down
•Internal fault after a power
fail happened
1. Check that the Power Cord is not
entangled and is allowed to freely travel.
2. Check that the Power Cord is fully
connected into the Control Box.
3. Plug desk into a working outlet (it may
not be the current outlet) to test.
4. If steps 1-3 do not work, replace the
Power Cord or Control Box.
5. After replacing the Control Box,
synchronize the desk. (Refer to page 05.)
E11 •Lifting Column
disconnected
•Lifting Column added or
replaced
1. Check Low-Voltage Cable connections
for damage to the cord or pins.
2. Synchronize the desk. (Refer to page 05.)
3. If steps 1-2 do not work, replace Low-
Voltage Cable.
4. Test individual Lifting Columns. (Refer to
page 10.)
5. After replacing the Low-Voltage Cable or
Lifting Columns, synchronize the desk.

12
ERROR
CODE POTENTIAL CAUSE SOLUTION / TROUBLESHOOTING
E12 •Too much back drive
occurred
•Lifting Columns are not
level (one is higher than
the other)
1. Synchronize the desk. (Refer to page 05.)
E13 •Squeezed Low-Voltage
Cable
•Short in Lifting Column
motor
1. Check Low-Voltage Cable connections
for damage to the cord or pins.
2. Replace Low-Voltage Cable.
3. Test individual Lifting Columns. (Refer
to page 10.)
E15 •Low-Voltage Cable pulled
during adjustment
•Internal fault
1. Check that the Low-Voltage Cable is
not entangled, and is allowed to freely
travel.
2. If not installed already, use the strain-
relief loop built into the Control Box to
prevent pulling in the future.
E16 •Hitting multiple buttons
simultaneously
1. Check Controller for full function.
Does the desk adjust all the way up
and down?
E17 •Control Box and
Controller do not have
up-to-date software
1. Verify the Control Box software is
current. Software 30020000 v1.37 is not
compatible.
2. Replace the Control Box with an
updated version.
3. After replacing the Control Box,
synchronize the desk. (Refer to page 05.)
E23, E24,
E25
•Disconnection 1. Check Low-Voltage Cable connections
for damage to the cord or pins.
2. Synchronize the desk. (Refer to page 05.)
3. If steps 1-2 do not work, test individual
Lifting Columns. (Refer to page 10.)
E29, E30,
E31
•Change in Lifting Column
type (i.e. extended height
to basic height)
1. Check Lifting Column type to ensure it
matches other Lifting Columns
2. Change Lifting Column to correct type.
3. Synchronize the desk. (Refer to page 05.)
E35, E36,
E37
•Loose or faulty Low-
Voltage Cable
•Sensor inside Lifting
Column is sending errors
1. Check Low-Voltage Cable connections
for damage to the cord or pins.
2. Synchronize the desk. (Refer to page 05.)
3. If steps 1-2 do not work, test individual
Lifting Columns. (Refer to page 10.)

13
ERROR
CODE POTENTIAL CAUSE SOLUTION / TROUBLESHOOTING
E41, E42,
E43
OVER-
LOAD
•Hit obstruction
•Lifting Column is
overloaded
•Reached end stop
•Overload up occurred
1. Remove obstruction from under the
desk (e.g. storage, chair). Verify that
items attached to the desk (e.g. privacy
screens, computer) are free from
obstruction too.
2. Remove weight load from desk; weight
load should be evenly distributed.
3. Synchronize the desk. (Refer to page 05.)
E47, E48,
E49
OVER-
LOAD
•Reached end stop
•Hit obstruction
•Overload down occurred
1. Remove obstruction from under the
desk (e.g. storage, chair). Verify that
items attached to the desk (e.g. privacy
screens, computer) are free from
obstruction too.
2. Synchronize the desk. (Refer to page 05.)
E53, E54,
E55, E59,
E60, E61
COLLI-
SION
•Hit obstruction 1. Remove obstruction from under the
desk (e.g. storage, chair). Verify that
items attached to the desk (e.g. privacy
screens, computer) are free from
obstruction too.
2. After too many “hit obstruction” errors,
it may be necessary to synchronize the
desk. (Refer to page 05.)
E65, E66,
E67
•Motor poles are crossed
•Sensor cables crossed in
Lifting Column
1. Check Low-Voltage Cable connection(s)
for damage to the cord or pins.
2. Synchronize the desk. (Refer to page 05.)
3. If steps 1-2 do not work, test individual
Lifting Columns. (Refer to page 10.)
E71, E72,
E73, E74,
E75, E76
•Damage to Power Cord
•Damage to cable exiting
Lifting Column
1. Inspect Power Cord for damage;
if found, replace Power Cord.
2. Inspect cable exiting Lifting Column for
damage; if found, replace Lifting Column.
3. After replacing the Power Cord or Lifting
Column, synchronize the desk. (Refer to
page 05.)

14
How Ology Desks and
Benches 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 cord 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 the desk’s movement, 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 by lifting or pressing down until the desired height is
reached.
•Preset data is stored in the Controller, not the Control Box.

Part No. 939501823 Rev. J
6/2020 © 2020 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.
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