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PM8000 firmware/software cannot startup

Metering & Power Quality

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Arsyad_Azhari
Lieutenant JG Arsyad_Azhari
Lieutenant JG

Posted: ‎2019-02-26 06:26 PM

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‎2019-02-26 06:26 PM

PM8000 firmware/software cannot startup

Dear All, i have a problem with my PM8000, IT CANNOT STARTUP AFTER I CHANGE THE FIRMWARE VERSION. i follow the attached TVD to generate Harmonic Report from PME software, but the result is My PM8000 being Error like this at the first trial, i got error or unfinished firmware uploads. then i try again, and it completed and finished with no error. after few minutes from changing the firmware i turn off the Meter, then i try to turn it On again few hours later, but it Error and Cannot startup. any advice ? is there any support or claim that i can do to schneider electric ?
Regards,

Arsyad Azhari
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Fabricio
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Posted: ‎2019-03-01 08:29 AM

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‎2019-03-01 08:29 AM

Hi @Arsyad_Azhari the best venue to ge assistance with your device is through the technical support team. You can find the right contact on the Schneider Website or usinf the mySchneider app.

https://www.schneider-electric.com/en/work/support/country-selector/contact-us.jsp

 

@ChenLiang can you assist with the technical support case and escalation?

 

Thank you,

Fabricio

See Answer In Context

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Arsyad_Azhari
Lieutenant JG Arsyad_Azhari
Lieutenant JG

Posted: ‎2019-03-25 12:31 AM

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‎2019-03-25 12:31 AM

Hi Tom,

 

Sorry for late reply,

 

i've been contacted by Usha (Global Expert Techincal Support)

he said, it's Bootloop and need to be RMA

 

we are processing on it

Regards,

Arsyad Azhari

See Answer In Context

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Tom_Stevenson
Picard Tom_Stevenson Picard
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Posted: ‎2019-02-27 08:23 AM

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‎2019-02-27 08:23 AM

Hi Arsyad - just checking if there is a support ticket logged for this that will help us help you get this resolved.

 

Thanks in advance !


Tom

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Arsyad_Azhari
Lieutenant JG Arsyad_Azhari
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Posted: ‎2019-02-28 07:09 PM

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‎2019-02-28 07:09 PM

Dear Tom Sorry, am i have to get/buy support ticket ?
Regards,

Arsyad Azhari
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Fabricio
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Posted: ‎2019-03-01 08:29 AM

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‎2019-03-01 08:29 AM

Hi @Arsyad_Azhari the best venue to ge assistance with your device is through the technical support team. You can find the right contact on the Schneider Website or usinf the mySchneider app.

https://www.schneider-electric.com/en/work/support/country-selector/contact-us.jsp

 

@ChenLiang can you assist with the technical support case and escalation?

 

Thank you,

Fabricio

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Tom_Stevenson
Picard Tom_Stevenson Picard
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Posted: ‎2019-03-04 01:54 PM

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‎2019-03-04 01:54 PM

Hi Arsyad - let us know how it goes !

 

Tom

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Arsyad_Azhari
Lieutenant JG Arsyad_Azhari
Lieutenant JG

Posted: ‎2019-03-25 12:31 AM

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‎2019-03-25 12:31 AM

Hi Tom,

 

Sorry for late reply,

 

i've been contacted by Usha (Global Expert Techincal Support)

he said, it's Bootloop and need to be RMA

 

we are processing on it

Regards,

Arsyad Azhari
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Arsyad_Azhari
Lieutenant JG Arsyad_Azhari
Lieutenant JG

Posted: ‎2019-04-10 07:30 PM

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‎2019-04-10 07:30 PM

Dear Tom, Fabricio, and ChenLiang

 

in RMA Process is it can be different result ?

 

because, Usha from Global Support say it is a Bootloop when i send him a video about my PM8000 condition,

but, when i return or RMA it to local (Schneider Electric Indonesia), they say the power circuit is broken.

 

i don't know who is right ?

 

they (the local schneider electric team) say it is mandatory to use UPS while doing this process,

but i didn't see that instruction (to use UPS) in the TVD documentary.

 

can you help ?

@Tom_Stevenson , @Fabricio , and @ChenLiang 

Regards,

Arsyad Azhari
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Tom_Stevenson
Picard Tom_Stevenson Picard
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Posted: ‎2019-04-11 12:46 AM

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‎2019-04-11 12:46 AM

Hi Arsyad

 

It is difficult to know based on the limited information we have, but there are multiple causes of bootloops, and if the power supply is broken, that could potentially be problematic.

 

I will tie in @Matt_Curry on the documentation - the firmware upgrade process should survive a power cycle.

 

Tom

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Matt_Curry
Administrator Matt_Curry Administrator
Administrator

Posted: ‎2019-04-11 07:35 AM

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‎2019-04-11 07:35 AM

Hi Arsyad,

 

Can you please let us know your case number and I will work with the groups involved to ensure you get clarity of the issue you are seeing.  Just the case number, and then we can ensure you get the information you need.

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Arsyad_Azhari
Lieutenant JG Arsyad_Azhari
Lieutenant JG

Posted: ‎2019-04-12 12:23 AM

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‎2019-04-12 12:23 AM

Hi Matt,

 

this is my case number

Case ID #: 56827719

 

everyone, thanks you for your help and assistance

Regards,

Arsyad Azhari
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