ION9200 remote display METSERD192 stuck at "Connecting"

[IonMeterMan]

I just picked up a used ION 9200 with the remote display. I powered it up at first to test and it worked. However, now when I power it up the remote display is stuck on "Connecting" and won't move past it.

I can connect it to ethernet and login to the meter via the web. Just the remote display isn't working.

Troubleshooting tips / tricks appreciated.

[Charles_Murison]

Hello @IonMeterMan ,

Is it possible to have a remote session with tech support while connected to the meter? Does not have to be directly connected however would be recommended if possible. Tech support would need to be able to control mouse and keyboard during session.

There is some possible troubleshooting that can be done however is not something I can share on the forum. Strongly recommend you contact your local tech support and start a troubleshooting case. 

Regards,

Charles

[IonMeterMan]

Yes, happy to screen share

[Charles_Murison · Accepted solution]

Hello @IonMeterMan,

Will need to contact your local technical support to start a case. Then they can remotely connect to meter and confirm specific details.

One test, if you connect to the meter's port Eth2, are you still able to connect to the meter?

Regards,

Charles

[CamboHeath]

Hi There,

Did you end up with a resolution to this or did you need to return the display for a replacement?

We have the exact scenario you described with one of our new ION9000s.

Thanks!

[Charles_Murison]

Hello @CamboHeath ,

Reaching out to technical support is the recommended action. There could be a condition that can be fixed remotely rather than having to return the meter. There is a test you can perform, can you connect to the meter via Eth2? If not then this is a strong indication that meter can be fixed in field. Does need the help of Tech support who can remotely control a computer that can connect to the meter via SSH/Telnet.

Technical support will need to be give then serial number of the meter before the remote session.

Regards,
Charles

[CamboHeath]

Hi Charles,

The meter is fine, the issue is with the remote display. Other displays work with the meter, this display doesn't work with any meter. Same symptoms as described above where the remote display was working originally and appears to have suddenly failed.

We have raised a technical support case, just checking in here as the issue appears to be the same as described in this thread and is tagged as resolved.

[Charles_Murison]

Hello @CamboHeath ,

If other displays work with the meter then unlikely the same issue as discussed in this thread. You are likely correct that display would be having the undesired behavior. If RMA is needed a tech support case would be the first step so great that you have started that process.

Regards,

Charles