Issue with ION7650. It doesn't boot completely.

[Mariani]

Good mornig!

We have an ION7650 with a problems to boot. When we turn on the power supply, the equipment receives the supply and starts the booting but it doesn't boot completely. The equipment stays in a boot bucle.

I tried to connect with the equipment from ION Setup 3.0, but the communication doesn't work.

Some of you knows if there was a problem with a production's lot of this ION7650?

What we should do to solve the problem?

Thank in advance!

Mariani

P.D: I attach the image of specifications ION7650.

NELSON CHIQUIN

Abraham Barcaza Muñoz

[Sanjeet_Sahota]

Hi Adriana

That is unfortunate that you are experiencing this issue right! There are a couple of a questions that I need to ask before we can possibly find an answer for you.  I will start off with saying that I do not know of any of the production cycles having boot-loop problems. 

1. I see that the meter is from 2012, has this meter powered up before with no issues, and is this a new symptom? Or is this your first time powering it up?
2.  Did you recently try to upgrade the meter at all?

3. What source are you using to power the meter and at what DC voltage?

Best Regards,

Sanjeet

[Mariani]

Hi Sanjeet!

Here my responses:

1. Yes, the meter was working since the end of 2013 to two months ago, first the equipment was working alone without communication but, 1 year ago, was installed a SCADA Wondereware to read 2 ION7650 more who still are working ok

2. The equipment has not been upgraded yet

3. The source that was used to power the meter has a stable voltage 24VDC, the another meters work with the same source.

If you have another question let me know as soon as posible to give you the information.

PD: I tried to connect with the equipment by ethernet port but was it imposible, I have not tried to connect with the meter by RS485 protocol.

I need to know if is recommendable try to upgrade the firmware of the meter with thouse conditions of working

Thank a lot for your response.

Mariani

NELSON CHIQUIN

Abraham Barcaza Muñoz

Miguel Chiquin

[Sanjeet_Sahota]

Hi Adriana,

Just to get an idea of what you are seeing, is the meter turning on and off between loops?  Or are you just seeing the ION7650 logo with no change to the screen?  If you press the "Prog" button does it show you the setup screens?  If not, then you will not be able to contact the meter at all.  If you can see the menu, you should be able to configure comms and it appears as if there is an issue with the template.  However, even with no template, by default, it should move away from the ION7650 logo screen.  I will confirm that on my side.

I looked at the production database and went through the history of the meter at the plant and all appears fine on our end and went through our test sets ok.  I would like some more detail on how this started happening. Can you describe the situation on how this occurred?  Did the meter just stop working suddenly?  Was the meter taken out of service for some time and then brought back in?  Also, if you could, let us know what source you are using to power up the meter (mfr? model number?).

Regards,

Sanjeet

[Mariani]

Hi Sanjeet!

first of all, excuse me for delay, I was out of office

Yes, the meter turning on and off between loops, when I press the "Prog" button doesn't appear the setup screen.

But, I comment you that today, I powered on the meter again to take a vídeo to send you and the second time when meter started booting, turned on ok, and for first time I could surf by menu, and into the setup screen

I could save the template by ethernet connection throught ION Setup 3.0

Here a printscreen with version of meter

Video Link : 3018

I have turned on 3 times and it has not presented the fail again

With this new behavior, I suppose the problem is hardware not software, we will trie to review and fix the problem and, we will let you know

Here the Source's Specifications: Phoenix Contact, model TRIO-PS/3AC/24DC/10

Nelson Chiquin

Miguel Chiquin

Abraham Barcaza Muñoz

[Sanjeet_Sahota]

Hello Adriana,

I am glad to hear that you are no longer experiencing the issue.  However, it is still concerning that this happened.  I would suggest trying it with multiple DC supplies to see if it is the the Phoenix Supply or the meter causing the issue.  If you are able to replicate the issue again on another supply.  I would probably more inclined to believing that the meter has an issue.  That being said, if this does come up again, please log a tech support ticket and include all of the information from this thread and have it escalated to L4 support. 

Best Regards,

Sanjeet

[Yut]

I suggest you to monitor the power supply during power on it might drop at power up.

[Mariani]

Dear Sanjeet Sahota / Yut Kijsamnong

I comment you that the meter has not presented issue again, as you recommended me, I tasted the meter with another sources

The phoenix source is the source that has the customer to give power supply to the three ION7650 that they has in their system,  I have not seen that source, because we were contacted by the seller to solve the problem with this meter. However that source is being used to power supply to another 2 ION7650 wich are working ok.

In a first step, I tested the meter with a Schneider Source model ABL8REM24050 but it had problems to boot the 5 first times that I turned on the source.

Yesterday I powered on the meter again with the same source for take a vídeo to send you and the second time when meter started booting, turned on ok (see vídeo), but after press the "Prog" button the issue occurred again.

Video Link : 3031

Here the events log in the memory during that moment. As you can see, there are some values of event but I don't know what mean thouse values (54608, 2204, 452)

Today I tested the meter with an adjustable source (0-35VDC), and I monitored the internal source (5VDC) of meter with an oscilloscope, and I didn't see any problem, all work ok!. In the image below you can see the events during the test

At this point I am not sure what was the problem, because all three cards look good as images below show

I would appreciate if you have some advices to give me after this explanation.

Thanks a lot!

Mariani

Abraham Barcaza Muñoz

Nelson Chiquin

Miguel Chiquin

[Sanjeet_Sahota · Accepted solution]

Hello Adriana,

Unfortunately, this appears to be a hardware issue on the meter side.  I am glad you were able to pull the diagnostic information.  I would suggest getting a hold of Tech Support for an RMA/Repair.  There is no way to diagnose this remotely.  We will have to physically inspect the meter.

Regards,

Sanjeet

[Mariani]

Hello Sanjeet Sahota!

Please, let me know what is the next step to get Tech Support for a RMA/Repair. I'm relatively new in this community, and I don't know which is the correct procedure.

Thanks a lot for your prompt attention

Mariani

NELSON CHIQUIN

[Sanjeet_Sahota]

Hi Adrana,

I have asked Jennifer Chang to get in contact with you and provide you the next steps.

Regards,

Sanjeet

[Mariani]

Perfect Sanjeet! Thank you very much!

She already sent me an e-mail! I will put in contact to her.

Bye!

Success!

[Nkosova]

Hi Mariani , i saw you issue in this comminty, also we have taking you issue it was 5 years ago.  i would like to ask you about this. have you been solved this issue and how ? may you share your experinece to me ? best wishes

[Charles_Murison]

Hello @Nkosova ,

The RMA (return meter to factory) requires physical access to the device to determine the cause. Not something that can be repaired in the field. Please reach out to your local technical support for process to do RMA as each region will have slightly different processes.

Regards,

Charles

[Nkosova]

Hi, do you fix them, and what is the sending procedure ?

thanks

[Mehran_Mehrnia]

Hi @Nkosova 

As mentioned above, this type of Error cannot be recovered in the field, and will require a repair at the factory. Please contact your local technical support for the RMA process, and they will assist you with the sending procedure.
Please not that ION7650 is obsolete with limited support and repair options.

Best Regards,

-Mehran

L3 Expert Advanced metering